National Traffic Safety Institute

IWR came out on 12/6/per customer request to look at windows for repair. In order to diagnose the problem, the window had to be removed/taken apart in procedure. With the windows being over years old, some components were dry rotted and brittle. As the rep
*** tried to take the window apart to identify what the problem was, a window component came apart and disintegrated. As soon as the component came apart, *** realized the window was too old and beyond repair. This problem could occur to any window repair company that gets called out This did not happen due to negligence Once the rep identified the problem, he put everything back to its original order and offered to write up for new window replacement which customer refused. Per the rep ***, the window was unrepairable due to the aging condition and parts are not available or discontinued, the only solution to this problem was to replace the whole new window which the customer declined. IWR has been the business for 28+ years, our first solution would be to try to repair the window seeing that's what IWR is specialized in, however there are times when repair is not an option and replacement then will be recommended All this was explained to the customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12546878, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:I do not believe that in order to do routine business at a potential customers home, this company or any other company can cause material damage and claim no responsibility for their actions without getting prior approval from the owner.  At no time did this agent for this company ask for permission to take the windows down and out. He did not explain that there would be potential damage to the windows by taking them out.  In fact, I did ask him why he was taking the windows off and he explained he had to do so.  I did tell him I had already obtained a written bid (from another company) for the same windows and they did not remove the windows.  The weather was very cold and he took out  two sets of windows and damaged one window including vinyl sides and frame of window.  It was after he did the damage that he told me he was not liable for the damage.  How can that be?  Sure the windows are over 30 years old as all of them are on the 2nd. level of my home.  However, they were all still functioning and this company was called to give a quote on the glass pane which was fogged up.  This company has been in business and claims they are very responsible.  That may be the case but this issue happened to me and I do not believe their agent followed any protocol for evaluating and than giving me the option of not allowing his actions if I realized he could have damaged my window.  
Regards,
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