Redline Windows

RedLine came back out that next business day to follow up with your complaint of a water leakFollowing up your concerns is how we are supposed to respond to these issuesThe customer was given the name of the manufacture and did in fact call that manufacture to verify the information we had given him was correctWhich he then did verify and we thought this issue had been resolvedThere was no additional contact from the customer until this dispute was sent to usAny manufactured window you put into that opening that slides will have the exact same design which is to drain the water for up to 4" per hour, the frame, as all operating frames are, is designed to have water pass through it

I do not except the businesses response if the window was supposed to leak into the track why would they come out to do the inspection then do a repair that did not work it leaks water in the most minor rainstorms please refer to my second email
*** *** ***

Windows are designed to retain water in the track and then weep water to the exterior, that is why windows have what are called “weep” holes. The frame itself has a draining system designed and tested for up to 4” of rain per hour, its designed to let the water pass through the frame and drain to...

the outside of the frame as needed. We explained by laying a towel into the track would wick water up out of the track and into the inside of the home as he described that is what he did. The customer obviously not having this information saw that the sill of the track was wet and assumed his window was leaking. The result was actually just the opposite, the windows were doing exactly what they are designed to do. All operating windows are designed to have water in the track of the window as a specific and necessary purpose for draining water. This has been explained to the customer, obviously he either doesn’t believe us or has other expectations. We have inspected the window and it is performing as designed by the manufacturer. The voicemail that the customer reached does say if this is an emergency please contact us at a direct line – this emergency service is for glass breakage and board up scenarios. This issue is not an emergency service. When the call took place late Friday evening and the storm was still going on, there are no sealants or fixes that could have been applied if it was leaking as the surface must be dry to apply sealants, in this case the homeowners perception is that the window was leaking because he saw water in the track. Had there even been a water leak there is no sealants or fixes that could be applied while the surface was wet.We performed a service the call for first thing the following Monday to their wasn’t any issues with the performance of the window – we explained the design of the window and how it works and thought the situation was resolved. To this point, the window is performing to factory specifications and the [redacted] certified testing required by the fenestration industry and will not require being replaced. If some type of product failure occurs in the future obviously manufactures warranty will be honored.  Cody V[redacted]Vice President of Operations[redacted]

RedLine came back out that next business day to follow up with your complaint of a water leak. Following up your concerns is how we are supposed to respond to these issues. The customer was given the name of the manufacture and did in fact call that manufacture to verify the information we had given him was correct. Which he then did verify and we thought this issue had been resolved. There was no additional contact from the customer until this dispute was sent to us. Any manufactured window you put into that opening that slides will have the exact same design which is to drain the water for up to 4" per hour, the frame, as all operating frames are, is designed to have water pass through it.

Due to the nature of this retro-fit and type of windows we had some complications come up with the manufacture that caused a delay in this particular job. RedLine never ran away from any of the work or issues and made a promise to the customer that we would make this right. The first part of the job...

was installed as expected and went smoothly. The windows that had not been installed are due to a manufacturing issue which had placed a hold on the customers windows. One window required the unit to be field mulled. Due to the size and weight of that window, we would stack it in the field as opposed to have the windows already mulled from the manufacture. When this order was placed, the manufacture, requested to separate all the stacking windows so they would have the same overall appearance. RedLine agreed. Upon receiving the order, the manufacture did not send the correct mull bars to field stack all the windows. Multiple request and attempts to get these parts from the manufacture is what has left the homeowner frustrated. The reason the kits were not sent for the additional stacking units is because they do not make a field mull kit for that series of window. By splitting the windows it added a complication to the install that neither the customer or RedLine expected. The manufacture provided wrong information to RedLine that these windows could take the field mulling kits they had provided. This all provided more frustration for the customer. In a conversation with the customer, I understood them feeling that we were miss leading them with this information due to the amount of unbelievable events that had occurred. This however was not the case at all, we were doing everything in our power to get the parts from the manufacture but had poorly communicated that back to the customer. The problem is that RedLine is not the manufacture and in later conversations between the customer and RedLine we were able to show him that we are under the restraints of a company that overall left us hanging on their short comings. I have no doubt that we played a part into the frustration the customer has felt but in our ongoing conversations we have been able to iron out those issues and make sure he is fully taken care of. RedLine is a family owned company and our reputation is the most important thing to us. Word of mouth is a powerful tool in any form of business and we were never going to let these issues rest but make sure the customer had all these issues resolved and new beautiful windows in their home.

I can`t explain with words what Redline Windows did for me. But with three, four simple word it means like perfect quality, clean work, careful workers and acceptable price. I am recommending these guys and I will use their service again if I need window installation service.

Full home window replacement. Patio door replacement, Entry door replacement, Cut-out two new window openings. Removed a rotting 2nd story balcony and patio door, framed out the opening and added a new window. I cannot say enough about Redline Windows`s work here, their crew did everything in a week and left our home in a better state then they found it!