Quaker Windows & Doors

I purchased Brighten series Quaker windows for my new home 10 years ago. I discovered one window so rotted that the glass is falling out and the window will not crank back in because the mechanism was no longer attached to anything solid. We do not open our windows very often. I contacted Quaker about this and they put me in touch with their area representative. He told me that they would not cover this under warranty , but would give me a price for a replacement . I am very unhappy with this response, and the quality of this window. My previous home had a problem with two windows also, but Anderson Windows covered the repair and it was 14 years after my purchase.

Our home is 14 years old. Our builder was sold on Quaker products. We never got our screens. I called Quaker many times. Last year a rep called me and recommended someone to build screens. I should not have to pay for these but I conceded. I had a long conversation with this person then nothing. Now my doors which have a wood extrusion have the metal popping out from the wood exposing the wood. After 14 years some of this might happen but windows and doors should withstand more. All I want are the screens I never received. My builder is gone so the only recourse was to call Quaker. I just left a long voicemail to a gentleman and asked for a call back. Nothing. No response. Don’t buy from this company

Quaker's service team has recently contacted Mr [redacted] , and plans to send a representative to his residence next week to evaluate the situation and his concerns

This complaint is not resolved and no one has contacted me from the companyCan this complaint be marked as open and unresolved? Thank you Thanks, ***

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I am open to working with the Company to see if they can... fix the issues. If in the case the issues are not resolved after that communication, please leave this complaint open. Sincerely, [redacted]

We will be in touch directly with Mr*** requesting more information about his situation, and will update Revdex.com soon

A representative from Quaker recently visited Mr***'s residence, and will be providing replacement sashes at no charge. Consistent with our warranty, this does not cover labor for installation

Complaint: ***
I am rejecting this response because: Everyone at Quaker Windows does not value customer service. The reply to this was inaccurate- as we have been trying to get someone from Quaker Windows to look at our windows for over 1/years. Since then our parts that are needed from Quaker are no longer available. Very dissatisfied with the customer service. Until this project is complete and they have taken care of our window issueThis complaint will stay open
Sincerely,
*** ***

Initial Business Response /* (1000, 16, 2015/07/31) */
***Document Attached***
In response to Mr***'s claim, we have reviewed the file on this service claimAttached are pictures taken during our visitThe pictures show water stains on the bottom of the sash, and the lock mechanisms were
reinstalled upside down after the staining process was completedThere is no conclusive evidence as to why these stains are occurringMrMaddens claim mentions that our service representative stated that the product was defective in designThis is not correctOur representative stated that product designs change from year to year, and he could not confirm whether the bottom sash weatherstripping should have been installed on this version, (this era window would not have been produced with a bottom sash weatherstripping to allow for drainage and air exchange in the sill cavityQuaker builds the unit today in this same fashion)The service report also states that it could be due to excessive moisture in the home, as indicated by the interior wood glazing stops also showing signs of thisQuaker supplies this product with a "natural" interior wood, and needs to be sanded, sealed and stained by othersAs with any such product, proper performance and wear of a product like windows requires that periodic inspection, cleaning and operation of the product be doneMr*** stated that "he does not use the windows, and didn't know they were this bad until he tried to open them this spring"We have included a copy of our Window Care and Maintenance instructions for reviewIn reviewing the pictures, the stains do not appear to severe, and may only need to be sanded and refinishedIf new sash are needed, Quaker can manufacture replacement sash, but based on our records, we cannot claim this as warranty, and parts and labor expenses would be incurredWith that said, we have provided the homeowner an estimate for replacements with a respectable discount as a good faith gestureFeel free to contact us if you have further questions
Thank you,
Quaker Window Products
XXX-XXX-XXXX ext***

The home owner requested parts, and I let her know the parts where no longer available. We do apologize for initially telling her the parts were available, but we weren't aware the parts weren't available until we tried to order themWe are ordering the glass, and her warranty does not cover
any issues with the glassWe are giving her an additional $to get the glass installed. We are going to send the glass to *** *** *** ***, and we would issue a check of $for her glass being installed once we receive the invoice for the cost incurred

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Quaker has informed *** *** that replacement door panels are presently being manufactured for his residence, and that Quaker will cover the cost of labor to remove the existing door panels and install the replacement panels. We will communicate with him regarding an estimated timeframe
for completion once that is available.Thank you

Quaker's service team has recently contacted Mr. [redacted], and plans to send a representative to his residence next week to evaluate the situation and his concerns.

This complaint is not resolved and no one has contacted me from the company. Can this complaint be marked as open and unresolved? Thank you Thanks, [redacted]

Complaint: [redacted]
I am rejecting this response because:  The Company has sent a message to confirm that they have contacted me and is sending someone to take a look at my issue. I appreciate the cost to the company to send someone to look at the issue, but the complaint is not resolved yet.  Hopefully it will be resolved next week.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I am open to working with the Company to see if they can...

fix the issues.   If in the case the issues are not resolved after that communication, please leave this complaint open.
Sincerely,
[redacted]