MW Manufacturers, Inc.

Review: We have MW Windows in our home, which have 25 year warranty. We have one window that lost the gas seal on the inside, and I contacted the warranty company back in May 2014. They asked for measurements and specifics which I got and called and gave them. Then they asked for a code on the inside seal if the window. I got that and called back with that information. Then I called to check in the status and was told that no warranty claim was started. I had to go through this all over again with someone else. She filled out the claim and started the process. She then told me that I needed to give her the number off if the window, which was on a gold sticker, somewhere on the window. We checked 8 windows and there were no stickers on any window - and MW told me there was nothing the could do about this, without this sticker. One way of getting out of the warranty. Since they would not do anything, and stopped returning my calls, I had to call a glass company to get the glass replaced, since the residue is now getting mold between the panes.Desired Settlement: I had to call [redacted] to give me an estimate to fix this issue. After 7 calls, and being told they could not do anything without the sticker from the window, which just us not there, I have to pay $208 to get the glass replaced. Since it us still under warranty, something should be paid for, but they are only giving me the run-around.

Business

Response:

I am sorry to hear of the challenges Ms. [redacted] experienced

in

trying to resolve her concerns with her MW windows. The MW warranty in 1999 was

a 10/20 prorated, years 1-10 were free

replacement, and years 11-20 were at 50%. Ms. [redacted]’s windows were

in the second part of the warranty at the date of first report.

Windows manufactured by different manufacturers are very similar

and [redacted] often receives calls from consumers with other manufactures product.

MW manufactured many different window series with different options; we must

determine the exact product series, sizing, and options to provide an accurate

quote and product for replacement. The gold label Ms. [redacted] referenced being

requested to provide the information was applied by MW to all windows. To date

not all the information necessary has been provided by Ms. [redacted]. If she can

provide this information, pictures would be most helpful, and a copy of her estiamte, I will be glad to

estimate what Ms. [redacted] would have been charged for [redacted] to supply the necessary replacement to fulfill

the warranty, and if more than the quoted price Ms. [redacted] paid

for the glass, be willing to issue a check for the difference.

Thank You,

[redacted] Windows-Field Service

Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I will be glad to take pictures of the window, the problem with it, and send all the measurements, etc. that was originally submitted. Hopefully they can determine what type of window series this is, and give an accurate pro-rated cost. We have not received the replacement glass from [redacted]; however, the gentleman was at our home on Friday, and called with the estimate. I am awaiting his call to schedule the replacement glass - because this needs to be fixed right away.

I would be more than happy to deal with this person to get this matter resolved; but I just felt like I was getting the run-around, that is why I directed this to the Revdex.com.

If this gentleman would like to deal with my directly, please supply his contact information.

Regards,

Business

Response:

[redacted] will be glad to supply a quoted price for the replacements. Please forward the pictures and measurements, if I have questions I will reply. They can be sent to [redacted].

Thank You,

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Thank you for responding and supplying your email address. I have sent the information you requested, which is below:

Good morning Mr. [redacted],

The information should already be in your system, since I have called customer support on several occasions and did not get anywhere, but the last woman created a file reference number, which I believe is [redacted].

The windows are: MW HM Low “E” 98 26084

Size: length 28” x width 35 1/3” – 6 panes per window, each pane is 10” x 12”

I am enclosing 9 photos of our window, showing the measurements, the mold or condensation that is on the inside of the window – and also the markings/number sequence that is within the window frame.

Please let me know what additional information you will need to provide. I spoke to the gentleman at [redacted] yesterday, and they required a deposit to order the glass, and will call when it comes in.

Thank you,

Business

Response:

I forwarded quote for the replacement sash to Ms. [redacted] today. She can mail a check for the amount to [redacted] Windows at the below address.

Rocky Mt., VA [redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am waiting to hear back from Mr. [redacted] regarding the quote - to verify information. I called and left a message on Friday.

Regards,

Business

Response:

I have given Ms. [redacted] the quote and answered her questions. I am waiting for her reply.

Thanks,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

I spoke to Mr. [redacted] and am satisfied with the result. I sent in the check and estimate to have the sash window replacement to us. Thank you for all your help.

Regards,

Review: Windows a re sweating and forming condensation. Did humidity test and all came back clear. Please see memo which he states Vinyl windows are hollow and not heating the air - engineers found the window is too narrow at the bottom to heat the air before it collides with the outside air. We feel like these windows should never have been on the market because they are not doing what windows are suppose to do indicated by his research. Would like for M&W to replace these brand new windows with a better Series which heats the air like the old wooden windows.

Please see attached.Desired Settlement: Would like for M&W to replace these brand new windows with a better Series which heats the air like the old wooden windows.

Business

Response: