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Newtec Window & Door, Inc.

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Reviews Newtec Window & Door, Inc.

Newtec Window & Door, Inc. Reviews (6)

Initially, Ms*** called us requesting
windows. Our office assigned a
representative to give her in-home estimateWhen we were at her house, she
told our representative that she wanted the same windows her neighbor had installed
- Newtec aluminum sliding windows. She
also informed us that she was using a contractor to measure and install the
windows. Since there was a contractor
involved our representative left the residence as Newtec
only provides an estimate when we are actually doing the installationWhen we received our first complaint from the
customer, we sent our technician for a home visit and found that the windows
were installed upside downThe customer had the windows reinstalled by her
contractor.There have been two subsequent complaints. First, that the windows allow water to
accumulate in the track when it rains.
The second is that the gasket on the windows needs to be fixed.In regards to the first complaint, this is to be
expected. The windows are designed to
collect water there and allow it to drain out through weep holes that are
drilled into the frame for this very purpose.
The water does not drain into the house but to the outside. This feature is common in virtually all
window designs regardless of manufacturer.
Water can penetrate to the track because all of the seals are from the
track inward. Again, we understand that no water is leaking into the
interior of the home, only into the track where the water is supposed to
go. Since this is how windows are
designed, the problem is her lack of understanding, regardless of how many
times we have explained it. This is not
a quality or service issue with the windows.As for the second complaint, we did schedule the
serviceBut we put it on hold since the customer was focusing on the water in
the window trackWe are happy to schedule the service to fix the gasket at Ms
*** convenience Finally, her statement that “customer service has
been atrocious” is because we cannot address the water issue since this is how
windows are designed. We can’t “fix” it
as there isn’t anything wrong, so refunding the purchase does not make sense
either. We are certainly more than willing
to address the gasket as a separate issue

We called Mr. Jose Casillas but the conversation was cut offWe will contact him again when Amy returns to work Monday i/4/Amy speaks Spanish.
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Thank you

We called Mr. Jose Casillas  but the conversation was cut off. We will contact him again when Amy returns to work Monday i/4/2016. Amy speaks Spanish.  Thank you

Complaint: [redacted]
I am rejecting this response because: at No point in time during the initial visit from NewTec Representative explain to us that
"Sum" water is natural to come in. If we had prior knowledge that there would be sum water coming in due to the design of the Windows we would never have purchased them in the first place, we would have gone with another reputable company. When we made 1st complaint due to water coming in. We spoke directly to the owner who NEVER explained to us in the initial visit about the water. Owner kept stating "mother nature plays a role, and the direction of the wind when it rains it causes the water to come in".At no point in time during conversation speaking with the Owner of NewTec was the "style" or how Windows were manufactured were explained to us. A Tech was sent out to inspect Windows and relayed that "he could drill more AFTER MARKET holes" to allow water to drain more, but The tech advised us against it, therefore no after market holes were drilled into the metal frame.  As for 2nd complaint, NewTec never contacted us in regards to putting "on hold" their tech who was scheduled to come out and fix the seals in the Windows and NEVER showed up.  At no point in time was a phone call made to us, letting us know that the tech would not be coming out.  mind you taking a day off of work to address the ERRORS in their Windows on how they were constructed.  As for Atrocious customer service this is exactly my point, countless phone calls back and forth, emails, not being able to return calls or find order is NOT providing great customer service. Now, in response to statement saying that NewTec is willing to work with the customer, PROVE IT !!!!!!! not once has NewTec attempted to contact us to RESCHEDULE THEIR TECH TO COME OUT AND FIX THE SEALS were drafts are coming in. With winter right around the corner the lack of properly made seals throughout the Windows has been an issue, but after dealing with all this and not getting things done right, NOT RETURNING phone calls to the customer has put a sour taste in dealing with NewTec. Were still waiting for actual warranty which we were told would be mailed to us. All this headaches could have been avoided if from the beginning we were explained SUM WATER may enter due to design n construction of these Windows. We previously had 40 year old Windows with no water entering but decided to upgrade due to poor insulation. And were advised to go with NewTec Company, believing in others we did and have been dealing with nothing but problems with these Windows. The lack of returning phone calls now We believe is in retaliation due to our complaints being made. I stand by this statement and will not change our views. We in good faith have been patient and willing to accommodate their techs schedule to come out and fix things, we believe NewTec should provide the service we paid for and not play these games such as cancelling their tech to come out w/o calling the customer and letting them know. Sincerely,
Veronica [redacted]

Complaint: [redacted]
I am rejecting this response because: at No point in time during the initial visit from NewTec Representative explain to us that
"Sum" water is natural to come in. If we had prior knowledge that there would be sum water coming in due to the design of the Windows we would never have purchased them in the first place, we would have gone with another reputable company. When we made 1st complaint due to water coming in. We spoke directly to the owner who NEVER explained to us in the initial visit about the water. Owner kept stating "mother nature plays a role, and the direction of the wind when it rains it causes the water to come in".At no point in time during conversation speaking with the Owner of NewTec was the "style" or how Windows were manufactured were explained to us. A Tech was sent out to inspect Windows and relayed that "he could drill more AFTER MARKET holes" to allow water to drain more, but The tech advised us against it, therefore no after market holes were drilled into the metal frame.  As for 2nd complaint, NewTec never contacted us in regards to putting "on hold" their tech who was scheduled to come out and fix the seals in the Windows and NEVER showed up.  At no point in time was a phone call made to us, letting us know that the tech would not be coming out.  mind you taking a day off of work to address the ERRORS in their Windows on how they were constructed.  As for Atrocious customer service this is exactly my point, countless phone calls back and forth, emails, not being able to return calls or find order is NOT providing great customer service. Now, in response to statement saying that NewTec is willing to work with the customer, PROVE IT !!!!!!! not once has NewTec attempted to contact us to RESCHEDULE THEIR TECH TO COME OUT AND FIX THE SEALS were drafts are coming in. With winter right around the corner the lack of properly made seals throughout the Windows has been an issue, but after dealing with all this and not getting things done right, NOT RETURNING phone calls to the customer has put a sour taste in dealing with NewTec. Were still waiting for actual warranty which we were told would be mailed to us. All this headaches could have been avoided if from the beginning we were explained SUM WATER may enter due to design n construction of these Windows. We previously had 40 year old Windows with no water entering but decided to upgrade due to poor insulation. And were advised to go with NewTec Company, believing in others we did and have been dealing with nothing but problems with these Windows. The lack of returning phone calls now We believe is in retaliation due to our complaints being made. I stand by this statement and will not change our views. We in good faith have been patient and willing to accommodate their techs schedule to come out and fix things, we believe NewTec should provide the service we paid for and not play these games such as cancelling their tech to come out w/o calling the customer and letting them know.
Sincerely,
Veronica [redacted]

The windows the customer bought are aluminum sliding windows. The windows have components of frame and sashes, which were constructed of extruded aluminum members with coped and butted corners and was thermally broken. Due tot he nature of the sliding window, it requires track for the sashes to...

move. When it rains, the water blows on the glass and penetrate to the track. Weeps are provided in the track and the window frame to drain the water accumulated in the window track. It is expected to have  water accumulated in the window track when it rains typically for the sliding windows. When we had the customer's complaint, We sent our technician to the customer's home and explained this to them. We were told by the customer that the water were in the track not over the fame, which was considered normal when it rains. Giving some time the water will drain out through the weeps. Customer's satisfaction is always our ultimate goal. But sometimes there is a limit. For example, water accumulates in sliding window track when it rains.  We appreciate very much for the customer's understanding.

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Address: 3159 W 36th St, Chicago, Illinois, United States, 60632-2303

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