Thermal Industries Inc

I have Thermal Industries windows and every winter I have to stuff insulation in the corners because of cold air coming in. They replaced the bottom sash on both windows. They should of replaced top and bottom but they didn't. There are better windows out there. If I knew I would of had to pack insulation in the corners I would of kept my old ones.

Revdex.com complaint: 2/13/2015Thermal Industries has serviced 2 Bay windows for [redacted] at [redacted].We are committed to do whatever necessary to ensure that these units will not leak once the service is completed. We will also complete any necessary service to the...

satisfaction of homeowner for this or any future issues that may be contributed to a water leakage issue.If at any time during the warranty process, the bays do not conform to the parameters of the warranty, we will adhere to the offer of replacing said bays with a flat style configuration of the homeowners choice.As per our warranty, any installation costs are not warranted.Sincerely,Jeni A[redacted]Thermal Industries Service Manager

Review: Thermal Industries, Inc. refuses to honor the 50 year warranty on our windows that they gave us. Calls to them are not answered. We need repairs on two windows that can't be opened or closed due to a defective device installed by them.Desired Settlement: We want Thermal Industries to send a local company repair technician to our home to repair these windows because the dealer we bought the windows from is now out of business or we want a full refund so that we can have these two windows replaced. We are seniors on a limited budget.

Business

Response:

Tell us why here...

Thermal Industries did not install these windows....Windows Plus did the installation. Our warranty covers replacing parts..... which we are more than happy to do. Our warranty does not include any labor or installation or freight charges. The customer needs to provide us what parts they need and we will replace the part free of charge....they will be responsible for the freight to ship the part out only. They may need to have someone check the window to determine what parts they need and to do the installation.

Review: We purchased a dreamspace patio enclosed all season room that was completed 9/18/2008. Thermal Industries ordered all supplies and worked with [redacted] and [redacted] ([redacted] to coordindate the job. [redacted] and [redacted] had the labor done to build the space. The warranty states that vinyl windows & Door frames, moving parts & fiberglass are covered 20 years. thermocore Roof and Wall Panels and thermo-dek insulating floor Panels and insulating glass units are covered for 10 years. We been back and forth with [redacted] & [redacted] and Thermal Industries since 10/10/2014. We advised them that the roof is leaking. Both companies sent someone out to inspect the damage. Thermal Industries first came out on 11/12/2014 and again 2/25/2015. No follow up was done to order the supplies required to fix the damage. The problem has gotten worst and continues to rust and corrode. The inside ceiling has holes and the outside is roof and siding have holes and rust. Jennifer A[redacted] at Thermal industries said they change owners 4 times in the last 8 years. Most recently Oct. 2015. They are not sure who can if anyone handle this warranty issue. [redacted] now advises they will do the labor when Thermal Industries supplies the materials. Which until now they have not done.Desired Settlement: If Thermal Industries is not going to send someone out to inspect and order the supplies. We will have to get another company to do it. Then bill Thermal Industries. We can't wait any longer because the damage continues to get worst every time it rains. We need an immediate response and action from Thermal Industries. Or to whom we should send the bill if we have to get another company to fix the problem because Thermal Industry is not standing up to their warranty. We have many calls and email.

Business

Response:

Tell us why here...

Thermal Windows and Doors was not the installer of the enclosure, the issues with the product are directly related to the installation and maintenance of the product. We have checked out the issue, and the original installer would need to do any repairs to the structure. Thermal Windows and Doors has not manufactured this product for several years now and I am trying to obtain information from our purchasing department as to whether they can provide a source for the roof parts/structure for Ms [redacted] in order to possibly give her some avenue to find replacement roof components. I have spoken to Ms [redacted], yesterday 8/24 and also left her a message this morning 8/25 for her to call me regarding the situation. Although we are not responsible for the installation I will try to find a souce for Ms. [redacted].

Consumer

Response:

Review: PURCHASED WINDOWS IN [redacted] ( THERMAL IND. HAVE LEFT NY) IN 1992. WINDOWS HAVE A LIFETIME WARRANTY PRORATED. WE HAVE A BROKEN PART IN OUR BAY WINDOW, HAVE CALLED THE COMPANY AND WERE TOLD THEY COULD DO NOTHING FOR US (MAN BY THE NAME OF RALPH). WHEN ASKED TO TALK TO A MANAGER WE WERE GIVEN BILL DOYLE'S NAME,WHO WE CALLED AT THE PHONE # ###-###-####, BUT NEVER MADE CONTACT WITH US. WE THEN CALLED BACK TO SPEAK TO HIS SUPERIOR, WHO I DID NOT WRITE DOWN THE NAME, AND AGAIN GOT NO RESPONSE.Desired Settlement: ALL I WANT IS THE PART, I'LL REPAIR THE PROBLEM.

Business

Response:

Tell us why here...

Hello, Attached is the warranty for our windows that was in effect in 1992. Note, the warranty was Non- Prorated and the windows/doors had a 20 year waranty on vinyl....10 year on glass. This was the closest year to 1992 that I could find...the others being older and with a lesser warranty time frame. ( this warranty was updated in 1996 which the update was giving the product a longer warranty than before which was 5 year)

The windows manufactured in 1992 are out of warranty, and we do not have any parts and pieces for these windows. We may be able to sell insulated glass units if this was the issue, but the records for orders this old are no longer on file, so glass size and dimensions would have to be supplied. There would be a cost for this...along with shipping costs.

Please let me know what part is requested ....if we produce it, we will be glad to do so, but windows that are 24 years old, may not have parts available.

Sincerely,

Jeni A[redacted]

Customer Service Manger

Thermal Windows and Doors

Consumer

Response:

Review: I am the owner of [redacted]. I use to work for a company named [redacted] under the ownership of [redacted] (deceased 2008). I took over the company and renamed it. From that company and my own, we have purchased several hundred thousand dollars of product from Thermal Industries. They use to have a regional office in Atlanta under the management of Mr. [redacted]. We where always pleased to sell and represent their products.

In May (18th) of this year (2016), a former client of [redacted] had contacted me about a warranty issue on a window sash. I made a service call to the home and found that the top sash of the Thermal Industries 530-M (product brand name) had fogged out (the Argon gas and Low/E coating had failed). The original purchase date was November 18, 2005. This puts the window well inside the warranty time line from Thermal for a 100% replacement of the product.

Through the course of the next 90 days I had contacted the service department about the issue to replace the window sash. I paid $25 for shipping of the product to my home office in Atlanta. The first attempt for delivery, the item was lost. do not know whose fault it was (Thermal or UPS). The second attempt the window sash arrived broken. The third attempt the window sash came as the lower sash of the window and not the upper (clearly stated in my email back in May). The fourth attempt never took place. Mr. [redacted] who handles these service issues for the company told me he to lost the order form (his words, not mine). The fifth attempt to deliver the product resulted in a sash that was made 10 inches incorrectly.

Since this company has been dropped by the parent company of [redacted] it has been solely purchased by Mr. [redacted]. I wonder if he knows of how poor the quality of their customer service has really gotten? Ever since the economic down turn of 2008, the company has been closing offices and shrinking in size. I wonder why?Desired Settlement: To resolve this I would like the original customer to be serviced to the utmost satisfaction. I personally have some of my own company time into it and only really desire the $25 shipping fee be returned.

Business

Response:

Tell us why here... We have re-ordered the sash that Mr. [redacted] needs for his homeowner...it will be sent out after it is completed on 8/23 to Mr. [redacted]'s address. The order number is [redacted] Unfortunately the last person that entered a sash for Mr. [redacted] had picked the wrong item from the original order, a complete mistake on our part. We are sending out the new sash at a no charge including the shipping charges....Therefore, there should be no need to credit the original $25.00 that was charged for the first sash.....

Thermal Windows and Doors is commited to taking care of our customers....to this respect we are deeply discouraged with our mistake and have rectified the issue with a new sash at absolutely no cost to the end user.

Sincerely,

Jeni A[redacted]

Customer Service Manager

Thermal Window and Door

Review: Have lifetime warranty that shows moving parts are covered for lifetime We have windows that were installed in the late 1980's by Thermal Industries

the crank mechanism is falling apart, afraid to open the windows for fear the window will fall out; contacted the Thermal Windows at [redacted] ###-###-####. They told me the windows are old and obsolete that they can't help; recommended [redacted] website. Don't understand why they wouldn't send a rep out to see. Interested in replacing other windows - they could at least see if these are able to be repairedDesired Settlement: Repair the moving parts that should be covered under lifetime waraanty

Business

Response:

Hello, Regarding the complaint id #[redacted] by L[redacted] I have enclosed copies of all the warranties we have had in the 1980's and also included ( second one) one from 1996 . The most years covered for the time frame indicated was a 20 year limited warranty.....which would have already expired by now. The windows in question for [redacted] are out of warranty, and we do not have service men that go to homeowners to repair windows older than 1 year old. Our warranty has always been furnishing the part that is under warranty, ( as is noted in all of our warranties) and is in this case also. The windows being over 25 years old, we would not have any parts that would replace any broken part that has worn over time.Unfortunately, we cannot help with this warranty issue.Sincerely,Jeni A[redacted]

Review: Thermal Windows and Doors used be Thermal Industries, I used to be a dealer for them. selling their windows, and Sunrooms, they had a life time limited warrant on their windows, a 10 year on their sunrooms.Now they changed their name, all their phone numbers. I was able find them online under a new nameand phone number. I have called them several times. would not return my call I contact them through their Website and fax them for the parts needed to repair a window, for my customer. I need parts to honor the warranty for the homeowner.Desired Settlement: Need the parts ship to my business. they have the information, I have fax it twice.

Business

Response:

Hello, I have just left you a voice mail, just following up with an e-mail.We received a letter regarding a complaint from [redacted] # [redacted]. I spoke to Mr. [redacted] this morning and he said he has received the part that he was looking for. We had a branch that used to take care of his account…that was closed last fall and Mr. [redacted] did not have the correct telephone # or e-mail address that he needed to get the part he needed until recently. We have honored the warranty and supplied him with the necessary parts he needed. Do we need to do anything else to close out this complaint ticket?Thanks for you help!!![redacted]

Review: I purchased a garden window with a lifetime warranty and had it professionally installed on 7/24/04. In June of 2011, the garden window was replaced due to being defective. It was replaced by a sub contractor of their choice and we had to pay a $50 service charge. The window is again rotting out and when I spoke to the company, it was requested that I send them pictures of the window. Upon receiving the pictures, they told me the warranty was voided due to the window being installed incorrectly. I informed them that the window was installed by the sub contractor working for them, at which time they claimed that it was the fault of the installer, not the product. The installer was chosen by them to install the window, not by me. During a later conversation, it was also discovered that beyond not putting a brace on the window, which we were not informed was needed, no "weeping" holes were installed to allow water to drain, which is now causing the base of the window to rot.Desired Settlement: The company needs to stand by the lifetime warranty and the window needs to be replaced and installed correctly.

Business

Response:

Dear Mr. Sly, Regarding your complaint Id # [redacted] with the Revdex.com with regards to a garden window installed at your residence in 2011. Thermal Industries makes every attempt to satisfy warranty issues. We have reproduced a new garden for you which was installed incorrectly. Although, we may have suggested the sub-contractor that installed your garden, the sub-contractor evidently did not adhere to the specific installation instructions that we provide with every order and would be liable for any installation issues. To that note, we are aware that you as the homeowner would not have known that the sub-contractor was not installing this garden correctly. We will offer you a new third Garden window, under the conditions of the warranty, we would typically not be liable to replace a unit that was installed incorrectly, but we are making an exception in this instance. The warranty also notes that any installation charges be the responsibility of the homeowner. If you would like us to produce the new Garden window, we will need the shipping charges settled, which we will quote you, and we will also send you directly the specific installation instructions, so you will have them to give to the installer of your choice to make sure it is properly installed. Please contact me directly at ###-###-#### and I will take care of the order for you. Sincerely, Jeni A[redacted] Customer Service Manager Thermal Windows and Doors

Review: I PURCHASED NEW THERMAL WINDOWS FOR MY HOUSE IN 2002 FROM [redacted].. THEY WENT OUT OF BUSINESS. THEY ARE TRIPPLE PAYNE AND LOW E. SUPPOSED TO BE LIFETIME GUARANTEE. SOME OF THE WINDOWS THE SEAL FAILED AND THEY BECOME CLOUDY A STREAKED INSIDE. THERMAL HAS REPLACED SEVERAL WITH NO PROBLEM AND AT NO COST. THE LAST WINDOW THAT FAILED THEY REFUSED TO REPLACE. SAID THE COMPANY HAS CHANGED HANDS SEVERAL TIMES SINCE MY WINDOWS WERE INSTALLED SO THEY NO LONGER HAVE TO HONOR THE GUARANTEE.I WANT TO KNOW IF THIS IS TRUE AND IF SO WHAT OTHER ACTION CAN I TAKE. THANK YOU [redacted]Desired Settlement: HONOR THERE GUARANTEE AND REPLACE ANY ADDITIONAL WINDOWS THAT GO BAD.

Business

Response:

Thank you for notifying us of Mr. [redacted]'s comments & concerns. Please address any future issues to Mr. [redacted] at [redacted] since I am no longer involved with our East coast operation.I apologize for the delay in answering your request.

Mr. [redacted] called Thermal Industries on 6/7/14 indicating a sash's insulating glass had failed. In compliance with Thermal Industries' warranty a new piece of glass was shipped to him on 6/14/14. His comments about free service and the changing of ownership, we believe are about his contractor who is out of business. Thermal Industries' warranty only provided for free labor the first year and after the 10th year there is a prorated charge for insulating glass.We hope this clears up the confusion. Please reassure Mr. [redacted] we will continue to provide him with insulating glass for his windows according to the warranty if any additional ones fail.

Thank you,

Review: In October 2013, we had replacement windows installed including a garden window manufactured by Thermal Industry Inc, of Murrysville, PA. Our decision to purchase Thermal Industries' windows and door were based on claim of high quality products and lifetime replacement guarantee.

By March 2015, mold & mildew formed inside our garden window. The repairman determined a defective seal on window panel was source of moisture in the wood forming mold and mildew and needed to order a replacement window panel.

A few months later the window panel arrived but we had to pay $150 before they installed the window panel. As the problem was caused by a defective window for which we already paid $795 to have installed less than 1 ½ years ago, we objected to the charge. After multiple phone calls and emails, we were left with no option but to pay the $150 to fix the window (so much for the lifetime guarantee).

In October 2015, three days after the glass was replaced, we found the wood had rotted through leaving a large hole. We insisted a new window was needed. [redacted] said we need to deal with Thermal Industries for replacement. After several phone calls and emails, Thermal Industries agree to provide a replacement window but said we were responsible for shipping costs ($195+tax) and installation (estimated $275 on top of $150 already paid to 'fix' the window first time). Ms. Jenny, Cust Svc Mgr, stated the warranty puts shipping cost on customer. My position is we already paid to ship a non-defective window for installation. Since we were provided a 'defective' window, we shouldn't pay another shipping fee. What happens if the replacement is defective? We'd be required to pay another $200 until they get it right?

All told, we are expected to pay $625 to replace $800 'defective' window. Mold and mildew and resultant wood damage doesn't happen overnight and takes many months to cause this damage. Window was obviously defective from facility before installed.Desired Settlement: Thermal Industries provide us a free replacement garden window and ship to our home at their cost. Ensure the garden window meets their highest quality assurance/quality control standards, is free of defects (especially cosmetic), and has a watertight seal.

Business

Response:

This letter is in response to complaint # [redacted] from [redacted].We at Thermal Windows and Doors pride ourselves in taking care of our customers Mr [redacted]'s complaint is that a garden window that has been installed in his home has leaked and caused the wood to rot out.We have offered to replace the Garden for free as per our warranty, but also as per warranty the freight needs to be taken care of by the customer.I have attached a copy of the warranty with the portion pertaining to the freight charges hiqhliqhted. Since we have no distribution center other than our Murrysville, PA plant, we can deliver the garden via [redacted] directly to the homeowner's home,We sincerely hope to resolve this matter as quickly as possible so Mr. [redacted] will have a new window to replace the one that is currently in his home.Sincerely, Jeni A[redacted]Customer Service Manager

Review: I had 2 bay windows manufactured by Thermal Industries installed by [redacted] in my home in the spring of 2013. By January 2014 I had ice on the seats of my bay windows. I was told by Thermal Indust. that it was "condensation." By April 2013 I had puddles of water forming on the seats and the laminate of the seats was detaching. Black, disgusting lines formed. The seats became wavy. Water was wicking into the units to the point of saturation under the seating area, rotting away the wood. By August 2014 I was mopping up the pooled water every time it rained with towels and a bucket.Both [redacted] and Thermal Industries looked at the bay windows and could not determine where or how they were leaking. It was decided that the units were so rotted and destroyed they had to be replaced. After months of waiting, Thermal Indust. shipped 2 new bay windows to be installed by [redacted].The units that arrived in November 2014 were not to the original specifications. The angles of the windows were shallower, making the picture window portion smaller and the bench seating narrower. No explanation by Thermal Industries was given. Because of the water problem, [redacted] and I assumed these the angles of the bay window units were changed to prevent any further issues. [redacted] installed the 2 new units to Thermal Industries specifications. Two months later they were leaking the same way again. I have pictures on file to prove this problem and will provide to anyone who would like to see them.Thermal Industries has now sent me FOUR faulty window bay units. They do not do business in good faith nor do they stand by their product. They have made [redacted] absorb every bit of labor cost involved in replacing their faulty product. Thermal Industries has not honored its warranty to fix the original problem and has given me another set of leaky bay windows. I worked with them in good faith on the first set of windows and they sent another set of bay windows with the SAME problem. Their warranty has not been met.Desired Settlement: I want Thermal Indust. to refund my purchase price and compensate [redacted] for the warranty installation work performed on Thermal Indust's behalf in replacing the original bay windows. Thermal Industries did not honor their original warranty as they did not fix the problem and sent another 2 units with the SAME leaking issue. If these bays are allowed to remain, the retained moisture in the bay units will rot my walls, create much more damage to my home and become unsafe.

Business

Response:

Revdex.com complaint: 2/13/2015Thermal Industries has serviced 2 Bay windows for [redacted] at [redacted].We are committed to do whatever necessary to ensure that these units will not leak once the service is completed. We will also complete any necessary service to the satisfaction of homeowner for this or any future issues that may be contributed to a water leakage issue.If at any time during the warranty process, the bays do not conform to the parameters of the warranty, we will adhere to the offer of replacing said bays with a flat style configuration of the homeowners choice.As per our warranty, any installation costs are not warranted.Sincerely,Jeni A[redacted]Thermal Industries Service Manager

Review: A garden window purchased from Thermal Industries started blistering at the base. Shortly afterwards, black mold appeared. A coat of Mold Rdant was applied to prevent more spreading. Thermal Industries was contacted and advised that we have a Lifetime Warrenty. After several weeks of "back and forth" communications and sending pictures of the window, they determined the warrenty was Void because the Mold Rdant was applied without them first being notified. Contacts are customer service rep [redacted], customer service manager [redacted], and President [redacted].Desired Settlement: We request the window be replaced. We are willing to have the installation done at our expense.

Business

Response:

This is with regards to your letter dated 10/14/15 ...ID # [redacted]John W. Jakiel 3144 Bradbury Drive Aliquippa, PA 15001A garden window was purchased through Thermal Industries. A coat of mold Rdant was applied to the wood of the garden window by Mr. Jakiel, or his installer. With regards to the warranty, the warranty states that the product is warranted against chipping, cracking, peeling, pitting and blistering....but also states that does not apply to any damage caused by improper installation, accident, fire, hail, flood, explosion, misuse, abuse, vandalism, or other external forces (this is the part that painting with a Rdant would fall under.) No recommendations are made for any coating of Rdants for our windows.If at any time Mr. [redacted] would have contacted Thermal Industries to inquire about applying a mold Rdant, we would have not recommended this practice. We do not warrant any product that has been physically altered in any way after it had left our facility.Sincereiy,Jennifer A[redacted] Customer Service Manager Thermal Windows and Doors