Solar Gard

See attached document
 
WINDOW FILMS • PHOTOVOLTAICS • CUSTOM COATINGSSaint-Gobain Performance Plastics[redacted] • www.solargard.comDecember 1, 2014VIA EMAIL:...

[redacted]@sandiego.Revdex.com.org[redacted]Revdex.com of San Diego & Imperial CountiesRe: Consumer Inquiry, ID #: [redacted]Dear Ms. [redacted],In response to your emailed letter of November 26, 2014, regarding the consumerinquiry from [redacted] of [redacted], SolarGard Saint-Gobain (Solar Gard) wants to provide you with an overview of this claim.Shortly after the [redacted]s bought their home in March 2013, they hired [redacted]’sGlass Tinting, an independent dealer and installer of Solar Gard window film, toinstall window film on the insulated glass (IG) windows of the home. Prior topurchasing the home, there was at least one instance of window seal failure. In May2013, Solar Gard was contacted by the [redacted]s, claiming that they experiencedtwo instances of broken window seal units (thermal shock or impact) and hadadditional concerns about the installation of the window film causing seal failures tothe other insulated glass units. Solar Gard arranged for a site visit to see where wemight be of assistance. A thorough site inspection was performed, including a homeand glass inspection. We determined that the window film did not cause any sealfailure or broken glass in the home. However, based on the [redacted]s’ concerns,[redacted]’s Galss Tinting removed the window film on all the IG windows.Seal failures occur in all IG units at some point in time as they age. Thus, SolarGard’s product warranty for its window film is necessarily tied to the original IG unit’smanufacturer warranty in force at the time of installation. Additionally, the scope ofcoverage outlined in our standard limited warranty (attached) indicates that coveragefor actual seal failure events when authenticated as a direct result of the window filmare only covered when the current glass manufacturer’s warranty is still in effect.During our inspection we did observe two broken IG units. Both units were coveredwith room darkening shades, which trap thermal energy and can lead to glassbreakage or thermal shock. These items are not covered as part of our standardwarranty; however as a measure of goodwill Solar Gard offered to provide the[redacted]s compensation for the windows at the normal rate of up to $500 per unit,less a $25 deductible, on the condition that the [redacted]s submit to Solar Gard arepair invoice for the two windows. To date we have not received any invoicesubstantiating a repair for the two windows. This goodwill offer still remains open. WINDOW FILMS • PHOTOVOLTAICS • CUSTOM COATINGS[redacted] • www.solargard.comI hope that this letters responds to your office’s concerns and the homeowners’ claim.If you need any additional information, please do not hesitate to contact me.Sincerely[redacted]Director of Sales & Marketing – AmericasAttachment – Solar Gard Limited Residential Product Warranty

Excellent experience from start to finish. Very professional, knowledgeable,skilled and accommodating. Neat, clean business, and window tinting looked great!

Review: In March of 2013 we hired [redacted]'s Glass Tinting (CGT) to install Solar Gard 35% tint on our windows for the purpose of protecting the inside of the house and reducing energy costs. Within days, 2 of our windows cracked and the seals broke on many others. We contacted CGT about our issues and she assured us still that all damages would be covered. We did our due diligence and contacted Solar Gard (SG) to get more specifics on the product warranty and they told us that seal failure was in fact not covered by the warranty, as we were not the original buyers of the home (which was only 6 years old). Apparently, this was a recent change from their previous warranty, which did cover seal failure, regardless of who the original home owner was. The windows continued to experience seal breakage as time went on. Through our communications with SG's warranty department, as well as an SG representative that came to our house, we were told to ask CGT to remove the tint. We insisted that CGT remove the tint so they came out and did so. We then organized a meeting with CGT and the representative from SG at our home. The SG representative reiterated that seal breakage was not covered by the tint's product warranty and settlement of these damages was between CGT and us. We are currently left with a 6 year old house that now has most of the seals broken on its windows due to Solar Gard's 35% tint that was placed on them. We are extremely disappointed that Solar Gard chooses to hide between its completely unreasonable warranty. It was clearly their product that did the damage to our windows.Desired Settlement: We ask that we get our money back for the original work ($2,500)as well as reimbursement for cost of replacing all windows ($16,000)for a total of $18,500.

Business

Response:

See attached document WINDOW FILMS • PHOTOVOLTAICS • CUSTOM COATINGSSaint-Gobain Performance Plastics[redacted] • www.solargard.comDecember 1, 2014VIA EMAIL: [redacted]@sandiego.Revdex.com.org[redacted]Revdex.com of San Diego & Imperial CountiesRe: Consumer Inquiry, ID #: [redacted]Dear Ms. [redacted],In response to your emailed letter of November 26, 2014, regarding the consumerinquiry from [redacted] of [redacted], SolarGard Saint-Gobain (Solar Gard) wants to provide you with an overview of this claim.Shortly after the [redacted]s bought their home in March 2013, they hired [redacted]’sGlass Tinting, an independent dealer and installer of Solar Gard window film, toinstall window film on the insulated glass (IG) windows of the home. Prior topurchasing the home, there was at least one instance of window seal failure. In May2013, Solar Gard was contacted by the [redacted]s, claiming that they experiencedtwo instances of broken window seal units (thermal shock or impact) and hadadditional concerns about the installation of the window film causing seal failures tothe other insulated glass units. Solar Gard arranged for a site visit to see where wemight be of assistance. A thorough site inspection was performed, including a homeand glass inspection. We determined that the window film did not cause any sealfailure or broken glass in the home. However, based on the [redacted]s’ concerns,[redacted]’s Galss Tinting removed the window film on all the IG windows.Seal failures occur in all IG units at some point in time as they age. Thus, SolarGard’s product warranty for its window film is necessarily tied to the original IG unit’smanufacturer warranty in force at the time of installation. Additionally, the scope ofcoverage outlined in our standard limited warranty (attached) indicates that coveragefor actual seal failure events when authenticated as a direct result of the window filmare only covered when the current glass manufacturer’s warranty is still in effect.During our inspection we did observe two broken IG units. Both units were coveredwith room darkening shades, which trap thermal energy and can lead to glassbreakage or thermal shock. These items are not covered as part of our standardwarranty; however as a measure of goodwill Solar Gard offered to provide the[redacted]s compensation for the windows at the normal rate of up to $500 per unit,less a $25 deductible, on the condition that the [redacted]s submit to Solar Gard arepair invoice for the two windows. To date we have not received any invoicesubstantiating a repair for the two windows. This goodwill offer still remains open. WINDOW FILMS • PHOTOVOLTAICS • CUSTOM COATINGS[redacted] • www.solargard.comI hope that this letters responds to your office’s concerns and the homeowners’ claim.If you need any additional information, please do not hesitate to contact me.Sincerely[redacted]Director of Sales & Marketing – AmericasAttachment – Solar Gard Limited Residential Product Warranty