Drand Mrs [redacted] entered into a contract with [redacted] , an NT WindowAuthorized Dealer, to provide and install aluminum storm windows on their homeMrR***purchased the windows from us and we fabricated and delivered them to himDuringinstallation a defect in the application of the weatherstrip and seem sealer was identifiedMr.R [redacted] took certain unilateral steps to cure the identified defectsNT was notified of the defects,but the installation continued and was completed without NT having the opportunity to remedythe defects prior to completion of the installation.After installation was completed, the [redacted] s complained of “water leakage” through the stormwindowsNT’s representative, Mr [redacted] , went out to examine the problem and didfind evidence of condensation behind the storm windows, a condition that is perfectly foraluminum storm windows of this design, but could not identify any actual leakage.Nevertheless, we agreed, as a way to ease Mrs [redacted] s’ concerns, to extend our standard 5year warranty to a lifetime warranty, per Mrs [redacted] ’s requestMrs [redacted] ultimately rejectedthis offer as the warranty does not include warranty labor beyond the first months, and NT isnot able to warranty the warranty labor longer than that.We maintained constant communication with our dealer, [redacted] , and with the [redacted] s, as needed, to address their concernsIn a subsequent conversation we agreed toprovide new storm windows, built to specification and free of manufacturing defects, to replaceany windows the [redacted] s deemed “deficient”As of the date of this complaint, we havenegotiated an agreement with [redacted] for them to remove the defective partsand install new windows.Our proposed resolution is as follows:NT Window will provide new, defect-free storm windows built to factory specifications toreplace any windows with which the [redacted] s are “uncomfortable”We will beginmanufacture of the replacement storm windows as soon as we receive detailedinformation from [redacted] telling us what to buildThe new windows will be inspected by [redacted] and by arepresentative of NT Window upon delivery to ensure the new windows are built tofactory specifications and are free of manufacturing defects [redacted] will install the new windows in the [redacted] residenceNT Window will warrant the windows per our standard warranty for this product series(relevant portions of warranty attached for reference)All of the above will be done at no charge to Drand Mrs [redacted] .Sincerely,NT Window,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11429576, and have determined that this does not resolve my dispute Please enter your reason(s) for rejecting the business response below.The business (NT Window) fails to identify and respond to our specific complaints as evidenced by their statement that our "rejection does not specify which facts in our original response were incorrect, so it is impossible to respond specifically at this time." Herein, we specifically state which facts were incorrect and provide them with the opportunity to respond to each specific instance and/or questionMy purpose in filing this complaint against NT Window, Inc(NT Window) is to share my personal experience with NT Window’s customer service and warranty guaranteeIt is important for people to be made aware when a company has poor customer service and does not back up their product when it is defectiveTheir narrative appears to be that they are doing us a favor instead of owning the fact that over forty windows that we purchased from them were not manufactured to specification and subsequently leak.As the reader will see in each of NT Window’s responses, they fail to provide any factual documentation and/or evidence as to how they are in fact “working diligently, to do everything the Martelli’s have asked us to do to satisfy their concerns in this matter.” NT Window does not take action in moving forward with their agreementsTo ensure that NT Window is provided the opportunity to answer each question with documented information since they claim my prior complaint does not specify which facts were incorrect, I have outlined my response with numbered statements and questions so that they may easily identify and respond to them.Original points of dispute:NT Window continues to claim that MrN [redacted] only observed condensation on his visit when he clearly saw leakage and my husband sent additional photos demonstrating the same.Why did MrN [redacted] claim that “industry practices do not support the use of silicone as a perimeter sealant for storm windows” when I provided three documented resources (two from federal agencies) advocating the use of caulk as a perimeter sealant and he encouraged Keith to use it? Why did he claim that this absolved NT Window of their labor obligations to Mr [redacted] and consequently us?In an attempt to prevent damage to our window stops by removing and reinstalling the defective storm windows we initially asked for a lifetime warranty which was agreed upon Why then did the warranty we receive only include parts and exclude labor?NT Window did not maintain communication with us as evidenced by the long gaps in communication and ignored emails.It is the responsibility of NT Window to inspect their product prior to shipment and not that of the installerWhy then did MrN [redacted] claim that this responsibility fell on the shoulders of Mr [redacted] and that this absolved NT Window of their labor obligations to Mr [redacted] and consequently us?NT Window states that they are “working diligently and around the clock to get Mr [redacted] to provide the needed information and release the order ” to themMy questions to NT Window on this point are as follows: Why is NT Window requiring Mr [redacted] to accept a portion of his payment in material credit when Mr [redacted] would prefer being compensated monetarily? Why did MrN [redacted] send Mr [redacted] the letter dated April 29, after we verbally agreed on April 15, that NT Window would pay Mr [redacted] for the labor work of the warranty? Was NT Window in fact truly out of material on May 16, when they emailed Mr*** stating that “we only have two full boxes (of) the screen frame material ” that Mr [redacted] ordered? If so, please provide some documentation on this pointWhy has Mr [redacted] still not received the check that he was told was on its way May (well over a week ago)?When we decided to purchase storm windows from NT Window, we did not dispute the cost of the windows or the labor Why does NT Window dispute the cost of Mr***’s labor?NT Window claims that they are “at the mercy of ” Mr [redacted] in not releasing to NT Window the order information for the replacement windowsMr [redacted] has maintained communication with me throughout his dealings with MrDennis N [redacted] on working out the labor terms of the warranty workMr [redacted] has informed me and provided me with documentation that Mr N [redacted] disputed the cost of the labor for a period of time to replace the windowsAs stated in my last response, in the letter dated April 29, that MrN [redacted] sent to Mr ***, MrN [redacted] stated “we reject your proposal entirely.” He continued to state that NT Window’s position is that it is Mr***’s responsibility to inspect the windows and that they would not provide Mr [redacted] anything more than “a $material credit ” for Mr [redacted] to unload the windowsMrN [redacted] continues to state in this April 29th letter that NT Windows is absolved with regard to the installation or in this case the windows being removed and re-installedThis letter was sent to Mr *** after we all verbally agreed and MrLoren [redacted] confirmed in writing that Mr [redacted] would be paid for his labor of the warranty workIn addition, NT Window’s warranty language states that NT Window will "provide the labor.” Since our agreement made on April 15, and my initial request for claiming the warranty on the defective windows in March, no work has successfully been done to move forward in replacing the defective windows on my houseNT Window states in their response letter that Mr [redacted] has “been unwilling to provide” the window information order for NT Window to fulfillMr [redacted] has communicated to me that after hostile negotiations with MrN [redacted] that they were able to reach an agreement that NT Window will pay Mr [redacted] for his labor in the warranty workHowever, NT Window is unwilling to pay his labor costs in full and is requiring that nearly half of Mr***’s payment be made in material credit and apparently at greater cost than he can acquire elsewhereNT Window refuses to monetarily compensate Mr [redacted] for his time and labor completelyMr [redacted] shared with me that he finally accepted the material credit term as part of his labor payment due to the fact that he is unable to complete the work for only the monetary portion that NT Window is willing to provide himMr [redacted] confirmed with me that he will require NT Window to provide payment in full before he will release the window order information to NT WindowThe reason for Mr ***’s policy for NT Window is based upon professional advice and his personal interaction with MrN [redacted] and Mr [redacted] since the beginning of this warranty claimI agree with Mr ***’s position due to the fact that no statement that NT Window’s representatives have made has been completely satisfiedMr [redacted] believes that if he releases the window order before he receives payment that NT Window will simply make the windows, ship them to Mr***’s warehouse, and wipe their hands of any responsibility to fulfill the labor portion of their warranty guaranteeEven though NT Window states in their May 20th response that we have an agreement, no documentation has been sent to Mr [redacted] to meet any of his requirements regarding the payment for his laborLast week, Mr [redacted] contacted me to inform me that NT Window informed him that they would only be able to ship him part of his material credit order that he submitted for NT Window’s payment to him for the warranty work due to a lack of material in the warehouseMr [redacted] stated to me that he rejected this partial order fulfillment due to the fact that it was not what he and Mr N [redacted] agreed uponMr [redacted] informed me that he has great doubt that NT Window would not have enough material in stock to completely fulfill his orderHe additionally communicated to me that he felt that this was just another tactic to prevent all parties from moving forward in resolving this issueHe is still apparently waiting for the monetary payment for half his labor work that was supposed to be in his possession last weekI personally believe that NT Window is trying to position themselves to do everything in their power not to fulfill their warranty obligationsIf NT Window were willing to fulfill the agreements that their representatives make, the warranty work would have been completed months agoDue to the fact that the material order portion of the warranty payment to Mr [redacted] is delaying him from being able to release the window order to NT Window, he again provided NT Window the ability to provide him monetary compensation for the material credit portion of his paymentMr***’s communication of this was documented in the email that he provided to me on May 20, Mr [redacted] stated, in writing, that if they agree to full monetary compensation, he would immediately submit the window order upon receiving the checkMr***’s documented actions demonstrate to me that he is doing his best to work with NT Window and provide them every opportunity to fulfill their warranty obligations to meOn May 18th, Mr [redacted] emailed me to provide me with an update in their communication with Mr [redacted] to work out the labor termsIn this email, Mr [redacted] states, “We have agreed to every demand Mr [redacted] has made regarding their compensation for installation of the replacement products, however, they have refused so far to give us the information we need on which windows to build or to release the order to use for production.” Based on the documented information that Mr [redacted] has provided to me on this issue, Mr [redacted] ’s email demonstrates that in fact NT Window is attempting to position themselves as unable to fulfill the warranty since Mr [redacted] refuses to work with themAs stated above, this is not the caseI do not understand the reason NT Window refuses to allow all parties to move forward to resolve this issueI would appreciate if NT Window would focus their response to the questions listed aboveNT Window states we have a “proposed resolution” in their May 20th response letterHowever, NT Window has made no action that they can provide documenting evidence upon which to demonstrate in fact they are moving forward with their agreement and fulfilling their warranty obligationsMy one request is that the defective storm windows on my house are replaced within a reasonable period of timeThus far, we have exceeded what I would consider reasonable and it has been anything but a pleasant experienceIt has been three (3) months of countless hours spent and intense argumentative communications with NT Window to have the company fulfill their warranty promise on the defective products that left their warehouseI would greatly appreciate if NT Window would work in good faith with Mr [redacted] and move forward in the labor terms so that I can receive a start date on when I can expect the defective windows that remain on my house to be replaced with correctly manufactured windowsAgain, my purpose in filing this complaint is to share my experience with NT WindowIt is important that NT Window account for their actionsThe reader will note from NT Window’s response letters that they refuse to accept responsibility and ignore obviously stated facts and discrepanciesNT Window attempts to shift the blame to the customer and third party dealerAt this point, NT Window has not provided one documented action that they completely fulfilled with regard to the terms of our agreement and/or their company warranty Regards, [redacted]
NT windows inability to replicate the leaking that is in fact occurring does not mean the leak is not occurring, it just means you cannot duplicate itUsing every effort YOU know apparently is not enough The multiple steps that NT windows and [redacted] have taken were in fact only two steps: Reglaze the windows Caulk (see attached pictures) There is the possibility the problems are coming from the frame and /or installation, neither of which were investigated As far as your "water hose under pressure" test, it pales in comparison to the pressure and volume of rain being blown by 60mph winds for significantly longer than your minute water hose test We do not need ANOTHER 3rd party to test these windows; Mother Nature keeps proving they leak (see pictures previously supplied) NT windows and [redacted] enterprises have had opportunities spanning months to examine, inspect, test and perform any corrective action necessaryYou've had twice as many opportunities as the automotive industry gets to fix a problem under the Lemon Law We are done dealing with your ineptitudeThe only solution we are willing to accept at this point is a full refund for the windows in dispute and compensation for the sills damaged by the leakage
I will first apologize for our delay in submitting an official response to this complaint submissionAs president of NT Window, the duty to respond officially was mine but due to traveling I was not ableHowever, as we both acknowledge, our actual response to your service claim began within days of the original submission from our dealer on May As you stated, our initial appointment offering for corrective action was planned for June This time frame does fall outside our scheduling guidelines within our service department but due to the record rains our scheduling had been affectedWith the urgency of your claim we attempted to respond quicker by allowing our territory manager to visit the job site for inspection and possible field correctionsThis effort in late May proved unsuccessful and has forced two additional job site visits by our service team including our quality control manager most recently.In response to your request that NT Window supports the incurred costs of our dealer for their efforts in finding resolution to this problem, our answer is simply yes and is part of our business philosophyOur dealers are our partners and we will work directly with this dealer to come to a fair agreement To summarize, your request for service is completely valid and resolution is our top priorityWe will continue our efforts in providing corrective action in the shortest time table possible so to limit any further impact this situation has caused yourself and our dealerWe stand strongly behind our products and hope to earn your trust in the immediate futurePlease feel free to contact myself directly via phone or email for any further questions or comments as resolution is foundWe greatly appreciate your business and apologize for the negative experience - it will be corrected
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11429576, and have determined that this does not resolve my dispute Please enter your reason(s) for rejecting the business response below.NT Window’s response is not a correct statement of the factsThis issue is currently not resolved [redacted] only became aware of the defects after the installation job was nearlycompleteMr [redacted] immediately contacted Dennis N [redacted] at NT Window to report thedefectsThe duty ofNT Window is to inspect the windows through their quality controldepartment before the order leaves their warehouseThe duty of [redacted] , as anauthorized installer, is to install the windows.When MrN [redacted] came to our residence he personally witnessed the defective windowsleakingMrN [redacted] left the house without providing us with any solution or help to correct theproblemWe had to contact him to follow up on the issueDuring our first conference call, Mr.N [redacted] stated that the windows were fine and that NT Window has a great warranty that theywill stand behindI asked that they either provide me with a lifetime warranty or I would behappy to call in the warranty since the windows were just installed and I was within the 12month warranty period so the labor would be includedMrLoren S [redacted] and Dennis N [redacted] did not want to carry out the warranty by replacing all of the detective windows so they said theywould provide me with a lifetime warranty.After I received and reviewed their draft of the lifetime warranty terms, I saw that they omittedlabor after the first monthsOn March st, I responded by sending MrS [redacted] a revisedlifetime warranty agreement that I felt comfot1able entering intoMrS [redacted] never responded tome on this issueI followed up with him via email on March 25th with no responseOn Marchst, MrS [redacted] responded only to simply state that they were discussing all issues.From March 31st until April 14th Mr [redacted] made several attempts to communicate with NTWindow regarding moving forward on our warranty claimI emailed MrS [redacted] on April14t11•In addition, my husband sent MrS [redacted] several photos to document the defects and leaks.On April 15th MrS [redacted] agreed to a second conference call with himself, MrN [redacted] , Mr.***, my husband, and meThe response from NT Window representatives (MrS [redacted] and Mr.N [redacted] ) was contentiousIt was a very heated conference call that lasted well over an hour.Our position was that we want windows that are built to specifications without defect installedon our house like what we paid in full forBoth MrS [redacted] and MrN [redacted] attempted to arguethat what we were asking for was unreasonable and that even if the windows were built tospecifications that they may still leakAt this point they were still not fm1hcoming in theirwillingness to honor their warranty and said they would schedule a second call with us later thatday.We received notice that MrS [redacted] and MrN [redacted] would follow up with us all (Mr***,my husband, and me) and we scheduled a second meeting for that afternoonAfter they phonedin nearly forty minutes late to our scheduled follow up conference call, I pointed out to Mr.S [redacted] the tardiness to our agreed upon meeting timeWe all have busy work schedules and needto plan for the additional time this issue is requiringMrS***'s response to me was that he isrunning a multi-million dollar business and sometimes his meetings run overThis is yet anotherexample of NT Window's arrogance and the manner with which we were treated throughout thisentire process.Finally, on April 15th in this second conference call, MrS [redacted] notified us that he would haveNT Window rebuild the defective windows and pay Mr [redacted] to install themI hoped that thiswas the end of fighting with NT Window for them to honor the terms of their warranty, but thiswas not the case.NT Window did not have any communication with us until April 29th when I personallycontacted their warranty department to follow up on the agreement that MrS [redacted] made with uson April 15thMrN [redacted] responded to me via phone stating that he was working with Mr[redacted] on the installation terms and that he could not let me know anything elseHowever, duringthis time, Mr [redacted] remained in communication with me and let me know that NT Window wasnot working with him in good faith and rejected his proposal outright for the replacement andreinstallation work that he is to provide for them.On April 29th, Mr [redacted] forwarded to me the rejection letter that MrN [redacted] sent himregarding the reinstallation of our storm windowsMrN [redacted] stated "we reject yourproposal entirely." He continued to state that NT Window's position is that it is Mr***'sresponsibility to inspect the windows and that they would not provide Mr [redacted] anything morethan "a $material credit" for Mr [redacted] to unload the windows.MrN [redacted] continued to state in this letter that the steps Mr [redacted] took to correct the leaks ofthe defective windows we were experiencing was not authorizedMore specifically, he stated ..."NT Window, Inc., also would like to note that industry practices do not support the use ofsilicone as a perimeter sealant for storm windows installed as it prevents proper air infiltration asintended by design" and that this "absolves NT Window Incin regards to the installation or inthis case the windows being removed and re-installed." On several occasions in my personalcommunication with MrS [redacted] and MrN [redacted] , they both stated that Mr [redacted] did awonderful job sealing up the leaks with siliconeThey even had Mr [redacted] read them thewarranty of the silicone material that he usedIn addition, numerous government agencies andmanufacturers call for caulking storm windows, including those that meet the rigorous standardsfor historic preservation, of which I'm sure he is aware (sources cited below)NT Window wasnot honoring the agreement that we made with MrS [redacted] on April 15th that they would pay Mr[redacted] to carry out the warranty work and was apparently trying to discredit him and avoid payinglabor costs.Mr [redacted] contacted me directly to provide me with a copy of this April letter from Mr.N [redacted] and notified me that NT Window was refusing to work with him in good faith on theterms of the installation work.Again, we did not have any follow up communication with NT WindowOn May 211d, I emailedMrS [redacted] to follow with no responseOn May 4111, I contacted the warranty department asecond time to follow upThe warranty representative stated that this matter was "out of herhands." I asked her how I should proceed since MrS [redacted] and MrN [redacted] would not respondto my communications.Mr [redacted] continued to maintain communication with me to let me know how difficult NTWindow has been in their negotiation on the reinstallation workOn May I 011\ Mr***informed us that he agreed to what MrN [redacted] referred to as his "final offer." Even thoughMr [redacted] does not believe this is reasonable payment for the amount of work that needs to bedone, he accepted the terms in order to help us move forward and get this terrible experiencebehind us all.This entire process has been very time consuming as well as mentally and emotionallyexhaustingGetting NT Window to agree to fulfill their wananty obligations has been aprotracted and extremely contentious processAs of this writing, we still have defective stormwindows on our houseI am pregnant and have experienced tremendous stress from MrS***'sand MrN [redacted] 's aggressive and combative engagementsBoth Mr [redacted] and I had to consultwith attorneys separately on our legal options.Having a company honor their stated warranty when they agree that their product is defectiveshould not be as difficult as this process has beenI would never recommend anyone work withthis company due to their appalling actions and reluctance to honor the warranty on theirproduct.I will not consider this matter resolved until the defective windows are replaced with thosemanufactured to specificationsThe process thus far has taken nearly three months.Sincerely, [redacted]
Thank you for your response to my compliant I didn't really see a situation offered in your letter just a reiteration of your company philosophy Words do not constitute action, but I thank you for your time in responding.We are dealing with your FtWorth plant They acknowledged that their machinery was not properly aligned and they had problems during manufacturing Note we are not talking about a little water on the window sills we had gallons coming through our new windows The bottom of our picture windows were not sealed and the magic tape that was suppose to be on the inside to seal the glass was not lined up so there was no stopping any water that touches the windowsSo yes I am very aware of the rain I had to mop up water in my new house after each rain shower I was very thankful for the rain because if we had continued to sheetrock we would of had a problem even greater We have been stopped on construction since May.............I no longer have faith in your product or word We were told the glass would be removed and the windows re glazed We have picture windows that leakThey are plain glass, no cross pieces very simple windows.Last week your company told our contractor that they wanted to come and try to fix them one more time NO Four times is enough My new windows from you have caulk visible, the trim does not fit right any more, one is cracked, one has condensation between the glass panes They now look like second hand windows, not the image I would think your company would want to set forth I have lost faith in them and your philosophy We are removing your faulty windows and purchasing some from a different company Our dealer/contractor will be returning them to you and we expect a refund and reimbursement for the removal and reinstallation of Windows that are not faulty Maybe this will be less expensive your company than re glazing them and standing behind you word Tow different people told us the fix would be to remove and re glaze
Drand Mrs [redacted] entered into a contract with [redacted] , an NT WindowAuthorized Dealer, to provide and install aluminum storm windows on their homeMrR***purchased the windows from us and we fabricated and delivered them to himDuringinstallation a defect in the application of the weatherstrip and seem sealer was identifiedMr.R [redacted] took certain unilateral steps to cure the identified defectsNT was notified of the defects,but the installation continued and was completed without NT having the opportunity to remedythe defects prior to completion of the installation.After installation was completed, the [redacted] s complained of “water leakage” through the stormwindowsNT’s representative, Mr [redacted] , went out to examine the problem and didfind evidence of condensation behind the storm windows, a condition that is perfectly foraluminum storm windows of this design, but could not identify any actual leakage.Nevertheless, we agreed, as a way to ease Mrs [redacted] s’ concerns, to extend our standard 5year warranty to a lifetime warranty, per Mrs [redacted] ’s requestMrs [redacted] ultimately rejectedthis offer as the warranty does not include warranty labor beyond the first months, and NT isnot able to warranty the warranty labor longer than that.We maintained constant communication with our dealer, [redacted] , and with the [redacted] s, as needed, to address their concernsIn a subsequent conversation we agreed toprovide new storm windows, built to specification and free of manufacturing defects, to replaceany windows the [redacted] s deemed “deficient”As of the date of this complaint, we havenegotiated an agreement with [redacted] for them to remove the defective partsand install new windows.Our proposed resolution is as follows:NT Window will provide new, defect-free storm windows built to factory specifications toreplace any windows with which the [redacted] s are “uncomfortable”We will beginmanufacture of the replacement storm windows as soon as we receive detailedinformation from [redacted] telling us what to buildThe new windows will be inspected by [redacted] and by arepresentative of NT Window upon delivery to ensure the new windows are built tofactory specifications and are free of manufacturing defects [redacted] will install the new windows in the [redacted] residenceNT Window will warrant the windows per our standard warranty for this product series(relevant portions of warranty attached for reference)All of the above will be done at no charge to Drand Mrs [redacted] .Sincerely,NT Window,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11429576, and have determined that this does not resolve my dispute Please enter your reason(s) for rejecting the business response below.The business (NT Window) fails to identify and respond to our specific complaints as evidenced by their statement that our "rejection does not specify which facts in our original response were incorrect, so it is impossible to respond specifically at this time." Herein, we specifically state which facts were incorrect and provide them with the opportunity to respond to each specific instance and/or questionMy purpose in filing this complaint against NT Window, Inc(NT Window) is to share my personal experience with NT Window’s customer service and warranty guaranteeIt is important for people to be made aware when a company has poor customer service and does not back up their product when it is defectiveTheir narrative appears to be that they are doing us a favor instead of owning the fact that over forty windows that we purchased from them were not manufactured to specification and subsequently leak.As the reader will see in each of NT Window’s responses, they fail to provide any factual documentation and/or evidence as to how they are in fact “working diligently, to do everything the Martelli’s have asked us to do to satisfy their concerns in this matter.” NT Window does not take action in moving forward with their agreementsTo ensure that NT Window is provided the opportunity to answer each question with documented information since they claim my prior complaint does not specify which facts were incorrect, I have outlined my response with numbered statements and questions so that they may easily identify and respond to them.Original points of dispute:NT Window continues to claim that MrN [redacted] only observed condensation on his visit when he clearly saw leakage and my husband sent additional photos demonstrating the same.Why did MrN [redacted] claim that “industry practices do not support the use of silicone as a perimeter sealant for storm windows” when I provided three documented resources (two from federal agencies) advocating the use of caulk as a perimeter sealant and he encouraged Keith to use it? Why did he claim that this absolved NT Window of their labor obligations to Mr [redacted] and consequently us?In an attempt to prevent damage to our window stops by removing and reinstalling the defective storm windows we initially asked for a lifetime warranty which was agreed upon Why then did the warranty we receive only include parts and exclude labor?NT Window did not maintain communication with us as evidenced by the long gaps in communication and ignored emails.It is the responsibility of NT Window to inspect their product prior to shipment and not that of the installerWhy then did MrN [redacted] claim that this responsibility fell on the shoulders of Mr [redacted] and that this absolved NT Window of their labor obligations to Mr [redacted] and consequently us?NT Window states that they are “working diligently and around the clock to get Mr [redacted] to provide the needed information and release the order ” to themMy questions to NT Window on this point are as follows: Why is NT Window requiring Mr [redacted] to accept a portion of his payment in material credit when Mr [redacted] would prefer being compensated monetarily? Why did MrN [redacted] send Mr [redacted] the letter dated April 29, after we verbally agreed on April 15, that NT Window would pay Mr [redacted] for the labor work of the warranty? Was NT Window in fact truly out of material on May 16, when they emailed Mr*** stating that “we only have two full boxes (of) the screen frame material ” that Mr [redacted] ordered? If so, please provide some documentation on this pointWhy has Mr [redacted] still not received the check that he was told was on its way May (well over a week ago)?When we decided to purchase storm windows from NT Window, we did not dispute the cost of the windows or the labor Why does NT Window dispute the cost of Mr***’s labor?NT Window claims that they are “at the mercy of ” Mr [redacted] in not releasing to NT Window the order information for the replacement windowsMr [redacted] has maintained communication with me throughout his dealings with MrDennis N [redacted] on working out the labor terms of the warranty workMr [redacted] has informed me and provided me with documentation that Mr N [redacted] disputed the cost of the labor for a period of time to replace the windowsAs stated in my last response, in the letter dated April 29, that MrN [redacted] sent to Mr ***, MrN [redacted] stated “we reject your proposal entirely.” He continued to state that NT Window’s position is that it is Mr***’s responsibility to inspect the windows and that they would not provide Mr [redacted] anything more than “a $material credit ” for Mr [redacted] to unload the windowsMrN [redacted] continues to state in this April 29th letter that NT Windows is absolved with regard to the installation or in this case the windows being removed and re-installedThis letter was sent to Mr *** after we all verbally agreed and MrLoren [redacted] confirmed in writing that Mr [redacted] would be paid for his labor of the warranty workIn addition, NT Window’s warranty language states that NT Window will "provide the labor.” Since our agreement made on April 15, and my initial request for claiming the warranty on the defective windows in March, no work has successfully been done to move forward in replacing the defective windows on my houseNT Window states in their response letter that Mr [redacted] has “been unwilling to provide” the window information order for NT Window to fulfillMr [redacted] has communicated to me that after hostile negotiations with MrN [redacted] that they were able to reach an agreement that NT Window will pay Mr [redacted] for his labor in the warranty workHowever, NT Window is unwilling to pay his labor costs in full and is requiring that nearly half of Mr***’s payment be made in material credit and apparently at greater cost than he can acquire elsewhereNT Window refuses to monetarily compensate Mr [redacted] for his time and labor completelyMr [redacted] shared with me that he finally accepted the material credit term as part of his labor payment due to the fact that he is unable to complete the work for only the monetary portion that NT Window is willing to provide himMr [redacted] confirmed with me that he will require NT Window to provide payment in full before he will release the window order information to NT WindowThe reason for Mr ***’s policy for NT Window is based upon professional advice and his personal interaction with MrN [redacted] and Mr [redacted] since the beginning of this warranty claimI agree with Mr ***’s position due to the fact that no statement that NT Window’s representatives have made has been completely satisfiedMr [redacted] believes that if he releases the window order before he receives payment that NT Window will simply make the windows, ship them to Mr***’s warehouse, and wipe their hands of any responsibility to fulfill the labor portion of their warranty guaranteeEven though NT Window states in their May 20th response that we have an agreement, no documentation has been sent to Mr [redacted] to meet any of his requirements regarding the payment for his laborLast week, Mr [redacted] contacted me to inform me that NT Window informed him that they would only be able to ship him part of his material credit order that he submitted for NT Window’s payment to him for the warranty work due to a lack of material in the warehouseMr [redacted] stated to me that he rejected this partial order fulfillment due to the fact that it was not what he and Mr N [redacted] agreed uponMr [redacted] informed me that he has great doubt that NT Window would not have enough material in stock to completely fulfill his orderHe additionally communicated to me that he felt that this was just another tactic to prevent all parties from moving forward in resolving this issueHe is still apparently waiting for the monetary payment for half his labor work that was supposed to be in his possession last weekI personally believe that NT Window is trying to position themselves to do everything in their power not to fulfill their warranty obligationsIf NT Window were willing to fulfill the agreements that their representatives make, the warranty work would have been completed months agoDue to the fact that the material order portion of the warranty payment to Mr [redacted] is delaying him from being able to release the window order to NT Window, he again provided NT Window the ability to provide him monetary compensation for the material credit portion of his paymentMr***’s communication of this was documented in the email that he provided to me on May 20, Mr [redacted] stated, in writing, that if they agree to full monetary compensation, he would immediately submit the window order upon receiving the checkMr***’s documented actions demonstrate to me that he is doing his best to work with NT Window and provide them every opportunity to fulfill their warranty obligations to meOn May 18th, Mr [redacted] emailed me to provide me with an update in their communication with Mr [redacted] to work out the labor termsIn this email, Mr [redacted] states, “We have agreed to every demand Mr [redacted] has made regarding their compensation for installation of the replacement products, however, they have refused so far to give us the information we need on which windows to build or to release the order to use for production.” Based on the documented information that Mr [redacted] has provided to me on this issue, Mr [redacted] ’s email demonstrates that in fact NT Window is attempting to position themselves as unable to fulfill the warranty since Mr [redacted] refuses to work with themAs stated above, this is not the caseI do not understand the reason NT Window refuses to allow all parties to move forward to resolve this issueI would appreciate if NT Window would focus their response to the questions listed aboveNT Window states we have a “proposed resolution” in their May 20th response letterHowever, NT Window has made no action that they can provide documenting evidence upon which to demonstrate in fact they are moving forward with their agreement and fulfilling their warranty obligationsMy one request is that the defective storm windows on my house are replaced within a reasonable period of timeThus far, we have exceeded what I would consider reasonable and it has been anything but a pleasant experienceIt has been three (3) months of countless hours spent and intense argumentative communications with NT Window to have the company fulfill their warranty promise on the defective products that left their warehouseI would greatly appreciate if NT Window would work in good faith with Mr [redacted] and move forward in the labor terms so that I can receive a start date on when I can expect the defective windows that remain on my house to be replaced with correctly manufactured windowsAgain, my purpose in filing this complaint is to share my experience with NT WindowIt is important that NT Window account for their actionsThe reader will note from NT Window’s response letters that they refuse to accept responsibility and ignore obviously stated facts and discrepanciesNT Window attempts to shift the blame to the customer and third party dealerAt this point, NT Window has not provided one documented action that they completely fulfilled with regard to the terms of our agreement and/or their company warranty Regards, [redacted]
NT windows inability to replicate the leaking that is in fact occurring does not mean the leak is not occurring, it just means you cannot duplicate itUsing every effort YOU know apparently is not enough The multiple steps that NT windows and [redacted] have taken were in fact only two steps: Reglaze the windows Caulk (see attached pictures) There is the possibility the problems are coming from the frame and /or installation, neither of which were investigated As far as your "water hose under pressure" test, it pales in comparison to the pressure and volume of rain being blown by 60mph winds for significantly longer than your minute water hose test We do not need ANOTHER 3rd party to test these windows; Mother Nature keeps proving they leak (see pictures previously supplied) NT windows and [redacted] enterprises have had opportunities spanning months to examine, inspect, test and perform any corrective action necessaryYou've had twice as many opportunities as the automotive industry gets to fix a problem under the Lemon Law We are done dealing with your ineptitudeThe only solution we are willing to accept at this point is a full refund for the windows in dispute and compensation for the sills damaged by the leakage
I will first apologize for our delay in submitting an official response to this complaint submissionAs president of NT Window, the duty to respond officially was mine but due to traveling I was not ableHowever, as we both acknowledge, our actual response to your service claim began within days of the original submission from our dealer on May As you stated, our initial appointment offering for corrective action was planned for June This time frame does fall outside our scheduling guidelines within our service department but due to the record rains our scheduling had been affectedWith the urgency of your claim we attempted to respond quicker by allowing our territory manager to visit the job site for inspection and possible field correctionsThis effort in late May proved unsuccessful and has forced two additional job site visits by our service team including our quality control manager most recently.In response to your request that NT Window supports the incurred costs of our dealer for their efforts in finding resolution to this problem, our answer is simply yes and is part of our business philosophyOur dealers are our partners and we will work directly with this dealer to come to a fair agreement To summarize, your request for service is completely valid and resolution is our top priorityWe will continue our efforts in providing corrective action in the shortest time table possible so to limit any further impact this situation has caused yourself and our dealerWe stand strongly behind our products and hope to earn your trust in the immediate futurePlease feel free to contact myself directly via phone or email for any further questions or comments as resolution is foundWe greatly appreciate your business and apologize for the negative experience - it will be corrected
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11429576, and have determined that this does not resolve my dispute Please enter your reason(s) for rejecting the business response below.NT Window’s response is not a correct statement of the factsThis issue is currently not resolved [redacted] only became aware of the defects after the installation job was nearlycompleteMr [redacted] immediately contacted Dennis N [redacted] at NT Window to report thedefectsThe duty ofNT Window is to inspect the windows through their quality controldepartment before the order leaves their warehouseThe duty of [redacted] , as anauthorized installer, is to install the windows.When MrN [redacted] came to our residence he personally witnessed the defective windowsleakingMrN [redacted] left the house without providing us with any solution or help to correct theproblemWe had to contact him to follow up on the issueDuring our first conference call, Mr.N [redacted] stated that the windows were fine and that NT Window has a great warranty that theywill stand behindI asked that they either provide me with a lifetime warranty or I would behappy to call in the warranty since the windows were just installed and I was within the 12month warranty period so the labor would be includedMrLoren S [redacted] and Dennis N [redacted] did not want to carry out the warranty by replacing all of the detective windows so they said theywould provide me with a lifetime warranty.After I received and reviewed their draft of the lifetime warranty terms, I saw that they omittedlabor after the first monthsOn March st, I responded by sending MrS [redacted] a revisedlifetime warranty agreement that I felt comfot1able entering intoMrS [redacted] never responded tome on this issueI followed up with him via email on March 25th with no responseOn Marchst, MrS [redacted] responded only to simply state that they were discussing all issues.From March 31st until April 14th Mr [redacted] made several attempts to communicate with NTWindow regarding moving forward on our warranty claimI emailed MrS [redacted] on April14t11•In addition, my husband sent MrS [redacted] several photos to document the defects and leaks.On April 15th MrS [redacted] agreed to a second conference call with himself, MrN [redacted] , Mr.***, my husband, and meThe response from NT Window representatives (MrS [redacted] and Mr.N [redacted] ) was contentiousIt was a very heated conference call that lasted well over an hour.Our position was that we want windows that are built to specifications without defect installedon our house like what we paid in full forBoth MrS [redacted] and MrN [redacted] attempted to arguethat what we were asking for was unreasonable and that even if the windows were built tospecifications that they may still leakAt this point they were still not fm1hcoming in theirwillingness to honor their warranty and said they would schedule a second call with us later thatday.We received notice that MrS [redacted] and MrN [redacted] would follow up with us all (Mr***,my husband, and me) and we scheduled a second meeting for that afternoonAfter they phonedin nearly forty minutes late to our scheduled follow up conference call, I pointed out to Mr.S [redacted] the tardiness to our agreed upon meeting timeWe all have busy work schedules and needto plan for the additional time this issue is requiringMrS***'s response to me was that he isrunning a multi-million dollar business and sometimes his meetings run overThis is yet anotherexample of NT Window's arrogance and the manner with which we were treated throughout thisentire process.Finally, on April 15th in this second conference call, MrS [redacted] notified us that he would haveNT Window rebuild the defective windows and pay Mr [redacted] to install themI hoped that thiswas the end of fighting with NT Window for them to honor the terms of their warranty, but thiswas not the case.NT Window did not have any communication with us until April 29th when I personallycontacted their warranty department to follow up on the agreement that MrS [redacted] made with uson April 15thMrN [redacted] responded to me via phone stating that he was working with Mr[redacted] on the installation terms and that he could not let me know anything elseHowever, duringthis time, Mr [redacted] remained in communication with me and let me know that NT Window wasnot working with him in good faith and rejected his proposal outright for the replacement andreinstallation work that he is to provide for them.On April 29th, Mr [redacted] forwarded to me the rejection letter that MrN [redacted] sent himregarding the reinstallation of our storm windowsMrN [redacted] stated "we reject yourproposal entirely." He continued to state that NT Window's position is that it is Mr***'sresponsibility to inspect the windows and that they would not provide Mr [redacted] anything morethan "a $material credit" for Mr [redacted] to unload the windows.MrN [redacted] continued to state in this letter that the steps Mr [redacted] took to correct the leaks ofthe defective windows we were experiencing was not authorizedMore specifically, he stated ..."NT Window, Inc., also would like to note that industry practices do not support the use ofsilicone as a perimeter sealant for storm windows installed as it prevents proper air infiltration asintended by design" and that this "absolves NT Window Incin regards to the installation or inthis case the windows being removed and re-installed." On several occasions in my personalcommunication with MrS [redacted] and MrN [redacted] , they both stated that Mr [redacted] did awonderful job sealing up the leaks with siliconeThey even had Mr [redacted] read them thewarranty of the silicone material that he usedIn addition, numerous government agencies andmanufacturers call for caulking storm windows, including those that meet the rigorous standardsfor historic preservation, of which I'm sure he is aware (sources cited below)NT Window wasnot honoring the agreement that we made with MrS [redacted] on April 15th that they would pay Mr[redacted] to carry out the warranty work and was apparently trying to discredit him and avoid payinglabor costs.Mr [redacted] contacted me directly to provide me with a copy of this April letter from Mr.N [redacted] and notified me that NT Window was refusing to work with him in good faith on theterms of the installation work.Again, we did not have any follow up communication with NT WindowOn May 211d, I emailedMrS [redacted] to follow with no responseOn May 4111, I contacted the warranty department asecond time to follow upThe warranty representative stated that this matter was "out of herhands." I asked her how I should proceed since MrS [redacted] and MrN [redacted] would not respondto my communications.Mr [redacted] continued to maintain communication with me to let me know how difficult NTWindow has been in their negotiation on the reinstallation workOn May I 011\ Mr***informed us that he agreed to what MrN [redacted] referred to as his "final offer." Even thoughMr [redacted] does not believe this is reasonable payment for the amount of work that needs to bedone, he accepted the terms in order to help us move forward and get this terrible experiencebehind us all.This entire process has been very time consuming as well as mentally and emotionallyexhaustingGetting NT Window to agree to fulfill their wananty obligations has been aprotracted and extremely contentious processAs of this writing, we still have defective stormwindows on our houseI am pregnant and have experienced tremendous stress from MrS***'sand MrN [redacted] 's aggressive and combative engagementsBoth Mr [redacted] and I had to consultwith attorneys separately on our legal options.Having a company honor their stated warranty when they agree that their product is defectiveshould not be as difficult as this process has beenI would never recommend anyone work withthis company due to their appalling actions and reluctance to honor the warranty on theirproduct.I will not consider this matter resolved until the defective windows are replaced with thosemanufactured to specificationsThe process thus far has taken nearly three months.Sincerely, [redacted]
Thank you for your response to my compliant I didn't really see a situation offered in your letter just a reiteration of your company philosophy Words do not constitute action, but I thank you for your time in responding.We are dealing with your FtWorth plant They acknowledged that their machinery was not properly aligned and they had problems during manufacturing Note we are not talking about a little water on the window sills we had gallons coming through our new windows The bottom of our picture windows were not sealed and the magic tape that was suppose to be on the inside to seal the glass was not lined up so there was no stopping any water that touches the windowsSo yes I am very aware of the rain I had to mop up water in my new house after each rain shower I was very thankful for the rain because if we had continued to sheetrock we would of had a problem even greater We have been stopped on construction since May.............I no longer have faith in your product or word We were told the glass would be removed and the windows re glazed We have picture windows that leakThey are plain glass, no cross pieces very simple windows.Last week your company told our contractor that they wanted to come and try to fix them one more time NO Four times is enough My new windows from you have caulk visible, the trim does not fit right any more, one is cracked, one has condensation between the glass panes They now look like second hand windows, not the image I would think your company would want to set forth I have lost faith in them and your philosophy We are removing your faulty windows and purchasing some from a different company Our dealer/contractor will be returning them to you and we expect a refund and reimbursement for the removal and reinstallation of Windows that are not faulty Maybe this will be less expensive your company than re glazing them and standing behind you word Tow different people told us the fix would be to remove and re glaze