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Thermal-Gard Building Products Inc

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October 9, 2017Revdex.comServing Western Pennsylvania400 Holiday DR, Suite 220Pittsburgh, PA 15220To whom it may concern:I am writing in regards to complaint [redacted]. The model unit the customer has, the conserver series, is a discontinued model. We are limited in parts that we have for...

these units. As far as vinyl for these units we are unable to obtain the vinyl because it is discontinued. The window is a welded sash meaning it will not just come apart to have the glass changed out. We do however have a video that shows how to change the glass out. You would need to find a contractor or individual willing to change the glass out. For the window that they are stating is broken, is the glass broken, or the vinyl? If it is the glass that is broken the window would be out of warranty as the warranty for glass breakage was for a period of ten years. Parts for the windows were warranted for 50 years, however it is stated in the warranty that if materials become unavailable the manufacturer is not responsible for that. If the glass is what is broken this falls back into the situation where they would need someone to change out the glass and view the video. If the vinyl is what is broken we, unfortunately, as stated above cannot replace with a new sash due to the fact that the vinyl has been discontinued.  We can assist with getting new balance rods to fix the problem of the windows falling down. As far as someone coming out to fix the units the manufacturer does not warrant servicing or installation of the windows. They would need to find their own contractor to install parts and or do any of the work on the windows themselves.  I have attached the link for the video showing how the glass can be changed out. [redacted]  If there are any further questions feel free to email me at [redacted]  Sincerely,Lindsay *. K[redacted]Customer ServiceThermal Gard Building Products, Inc

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Address: 1915 Fruitvale Blvd, Yakima, Washington, United States, 98902-1242

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2316521 0 0
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