Simonton Windows

Filed a warranty form online like you supposedly have to and got nothing in return. Found the installer of my so well built Lennar home (NOT!) and got the run around from them. 3 months later still no warranty repair and zero communication. Thanks ABC Windows, (the Lennar contracted installer) thanks Simonton. I think in a few years ALL windows will be replaced with a product from a reputable company, with standards, NOT Simonton. You over pay for everything and get nothing in return!

I purchased 17 windows from Home Depot with a lifetime warranty. One window has failed and Home Depot now says all warranty issues are handled by Simonton. I registered a claim on Simontons website, uploaded photos with no response . This claim was made December 15th 2021 . I have an email thanking me for registering but that is all, no response and the window issue has not been addressed by Simonton. They did give me a case id PG-1356968-B3L3Q4. Not happy with Simonton

We responded to the homeowner with the following email and standby our decision. I have also attached a copy of the warranty which clearly states that condensation is not covered. This is an industry-wide standard. Condensation is a product of the environment and with
extreme weather becomes even more difficult to control. *** *** I have a claim that was sent to me by our tech *** ***You are reporting some concerns with air and condensation / ice buildup on windowsI understand you have taken some steps to improve the humidity level in the home to attempt to get rid of this condensationI can understand your frustration in not being able to eliminate the condensationYou will not be able to eliminate condensation entirely even though you are reducing the humidity levelIf the conditions are right with the temperature and humidity, then condensation will still formThere is nothing additional that we can do for the windows to prevent condensation from formingIt is a product of the environment. I cannot authorize a site visit by a Simonton technician for this requestI’ve reviewed the photos provided and there is no material defect present in the photos providedI’ve attached a brochure regarding condensationWe do not warrant against condensationIt is not a product defectSince it is a product of the environment and not a product defect there is nothing further that we can do. Respectfully, *** *** IClaims ManagerSimonton WindowsBriscoe Rd, Parkersburg, WV 261011-888-411-ext• Fax: 1-800-544-9025***

We have provided the consumer with options - new units but labor not included or a full inspection. If the inspection determines that the issue is not related to manufacturing, then new units cannot be provided. We are still awaiting her decision

Upon further review, Simonton Windows made a customer service decision to provide the homeowner with a different window configuration along with a monetary amount to assist with the labor to replace the unit. This was agreed to by a signed settlement letter. Please see attached

Our first notification of this issue, here at Simonton Windows, was receipt of the complaint from the *** Upon receipt of this complaint, we have attempted to contact the homeowner on the following dates:1. Left voicemail 8/@ 10:
AM2. Left voicemail 8/@ 4:PM3. Sent Email 8/@ 4:PM4. Left voicemail 8/10 We are certainly willing to work with *** *** *o resolve any warranty issues that she may have. We will need her to contact us at *** We will need the Simonton order number located on the barcode of the window frame. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***1, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Simonton did respond and requested pictures of the windowI did send them pictures*** *** thanked me and sent *** *** out to look at the window* *** *** inspected the windowI showed him that the center window has residual water in it and that I have to vacuum the two plugs on the left and right side of the window when it rains to try and prevent water damage to our homeThe three picture windows on this unit appear to have mold in the bottom outside seal*** *** disagrees that it is mold, says it is pollution and not uncommonWe have four other windows that have no pollution or mold in the bottom sealsThey say they will replace the window but they can't pay for the installationThe stumbling block seems to be the fact that it was mulled in the field rather than factory mulled*** *** *nd myself discussed this and he was to call me back today (2/8/2016). HE HAS NOT YET CALLED !!! It has been pointed out to me that Simonton has replaced at least one similar window in our area that was FACTORY MULLED and LEAKED, so their system is not 100%. I am not at all satisfied with Simonton and their "customer service"
Regards,
*** ***

Let the consumer know that a warranty replacement was sent to *** *** in *** ** where the door was originally purchased in February. Labor is not included in the warranty, but can be purchased. We offered to give him a quote for labor

In response to the complaint initiated by Mr*** ***, we have reviewed the information and determined the following:- The window in question, carried a year warranty on the glass and was purchased in 1996; other windows purchased from Simonton in his home carried a year warranty, which
has also expired as they were purchased in as well. - We spoke to Mr*** and explained the terms of his warranty, which were apparently misrepresented by the installer that he used at the time. - As a one-time a**ommodation, Simonton has offered to provide him with the glass for the window he has encountered a problem with at no charge. To our knowledge, this issue should be considered resolved

Hello,This is still a work in progress, but to provide an update, we are currently working with the homeowner to provide us photos so that we will have a better idea of where this window is leaking. Upon review of the photos, we will determine what our next steps should be. If the photo
is inconclusive, we will likely send a Simonton Specialist on site to further inspect. We will follow up when we have a final conclusion. Thank you,

We spoke to this consumer and notified him that his warranty is still very much valid and we worked with him to determine the parts that were needed Parts have been ordered and shipped on 8/3/ While the warranty only covers parts, service can be provided by a Simonton Service
Specialist for an additional fee The consumer declined that offer, but should have all parts to have necessary repairs made per the warranty

Hello,On 4/6, our technician, [redacted] made repairs to the homeowner’s windows correcting the problem.  His site visit is listed below: Upon arrival the service tech installed head insert material in three units that the contractor did not do and also the tech replaced three air...

vent latches that were broken.  There were two units in the kitchen and one unit in the office area. All went well the homeowner was present. [redacted]Warranty Claims SupervisorService Solutions[redacted]
*

We have sent our technician to [redacted] home to clean the welds and touch up some paint.  We will be sending him one sash that needs to be replaced.  We have resolved the issues regarding this complaint.  The delay in getting this completed to [redacted] expectation, was...

due to a gap in communication on our part.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]