Tom Adams Windows & Carpets

Dear Revdex.com,In response to [redacted] complaint of moisture in-between the panes of her glassThis is glass failure from the manufacturer of the windowsThe manufacturer is [redacted] Window Company, who unfortunately declared bankruptcy and sold their assets to the [redacted] Windows company in In 2011, we were notified that [redacted] Windows would no longer honor any claim from the bankrupt [redacted] Window Company and eventually since then [redacted] Windows went into Chapter and then closed their doors permanently.Throughout this period, and before any and all claims were honored by [redacted] and [redacted] Windows, in which the manufacturer replaced all material parts and the Tom Adams Company did all labor at No Charge based on our Lifetime WarrantyAs we speak today, we honor all lifetime labor claims, if and when they happenBut as we told [redacted] ***, we are not the manufacturer and we cannot honor the claims from a manufacturer that is no longer in business( see attached contract "All other warranties are subject to manufacturers warranty only" )In November 2011, ( see attached letter) we sent a letter to all past [redacted] customers explaining the situation of [redacted] and [redacted] Windows and their re-course, for any part failuresTom Adams spent thousands of dollars trying to alleviate the problem by purchasing material parts and absorbing the costs, but we could only do this for a period of time as described in our letter.Tom Adams cares about their customers and will honor all claims to usBut our Lifetime Labor warranty is just that labor only ( see attached labor warranty) - We have made an offer to split the cost of material replacement and then we will do all labor to replace at No Charge for [redacted] ***, but we are not responsible for manufacturers warranty.Thank you for taking the time to read our response, hopefully this clears up all questionsIf I can be of further help please contactRobert B [redacted] , Sales ManagerTom Adams Windows and Carpets###-###-#### ext#[email protected]

[redacted] , Thank you for calling me and bringing to our attention the [redacted] complaintI am sorry we did not receive your previous e-mailsHopefully we solved that problem so any future problem can be dealt with immediately I talked the service department and we sold in a customer windows on [redacted] **( when I looked it up - I looked up [redacted] - sorry) But the answer is she is right- She has a lifetime labor warranty that was transferable and we have called and left a voice message, notifying her to call my service departmentThe cost of window is still their responsibility because the manufacturer is out of business - but our labor warranty is still valid and being honored- My service operator is new to the department and did not read the total contract - which said transferable warranty in laborI am sorry for the confusion It was pleasure talking to you- if I can be of futher service please call

My initial involvement with Tom Adams was excellent. The sales person was professional and helpful. The order and installation was fine too. Once we identified a potential problem in the window, this was a poor response. The sales person tried to work it but as we moved into the quality dept and sales management the response to the problem was poor. The sample window I saw did not show a bluing or turquoise color when the sashes overlap. Yet the installed Windows showed a bluing turquoise color when the sash was open. The company offered but one solution to the problem which was replace the windows at my cost because they said the turquoise blue color was normal. When I called back I was not given any other actions which could help,like asking the sales manager to visit,having the manufacturing rep visit or change out one window to see if there was a difference.

Dear Revdex.com,In response to [redacted] complaint of moisture in-between the panes of her glass. This is glass failure from the manufacturer of the windows. The manufacturer is [redacted] Window Company, who unfortunately declared bankruptcy and sold their assets to the [redacted] Windows company in 2009. In...

2011, we were notified that [redacted] Windows would no longer honor any claim from the bankrupt [redacted] Window Company and eventually since then [redacted] Windows went into Chapter 7 and then closed their doors permanently.Throughout this period, and before any and all claims were honored by [redacted] and [redacted] Windows, in which the manufacturer replaced all material parts and the Tom Adams Company did all labor at No Charge based on our Lifetime Warranty. As we speak today, we honor all lifetime labor claims, if and when they happen. But as we told [redacted], we are not the manufacturer and we cannot honor the claims from a manufacturer that is no longer in business. ( see attached contract "All other warranties are subject to manufacturers warranty only" )In November 2011, ( see attached letter) we sent a letter to all past [redacted] customers explaining the situation of [redacted] and [redacted] Windows and their re-course, for any part failures. Tom Adams spent thousands of dollars trying to alleviate the problem by purchasing material parts and absorbing the costs, but we could only do this for a period of time as described in our letter.Tom Adams cares about their customers and will honor all claims to us. But our Lifetime Labor warranty is just that ... labor only ( see attached labor warranty) - We have made an offer to split the cost of material replacement and then we will do all labor to replace at No Charge for [redacted], but we are not responsible for manufacturers warranty.Thank you for taking the time to read our response, hopefully this clears up all questions. If I can be of further help please contact. Robert B[redacted], Sales ManagerTom Adams Windows and Carpets###-###-#### ext. #[email protected]

[redacted],
Thank you for calling me and bringing to our attention the [redacted] complaint. I am sorry we did not receive your previous e-mails. Hopefully we solved that problem so any future problem can be dealt with immediately.
I talked the service department and we sold in 2005 a customer windows...

on [redacted]. ( when I looked it up - I looked up [redacted] - sorry) 
But the answer is......  she is right-  She has a lifetime labor warranty that was transferable and we have called and left a voice message, notifying her to call my service department. The cost of window is still their responsibility because the manufacturer is out of business - but our labor warranty is still valid and being honored- My service operator is new to the department and did not read the total contract - which said transferable warranty in labor. I am sorry for the confusion.
It was pleasure talking to you- if I can be of futher service please call.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Dear [redacted] -This is [redacted] giving a response with reference to Complaint No. [redacted] with Tom Adams.   Tom Adams responded to my complaint by saying that Accu Weld Window Company declared bankruptcy and sold their assets to [redacted] Window Company in 2009.  [redacted] Windows was offering the same warranty.  Tom Adams advised in 2011 that [redacted] would no longer honor any claim from the bankrupt [redacted] Window Company, and since then [redacted] went into Chapter 7 and closed their doors permanently.    Upon looking on the internet, I see that [redacted] Windows has a website and is currently operating business.   The only reason we purchased these windows through Tom Adams was because of this warranty - which was their big selling pitch to us.    We now have seven windows that need to be replaced and we feel that since we purchased these windows in 2009, [redacted] Windows (who is still in business) should be honoring the warranty with new windows and Tom Adams should be honoring their warranty with the labor.   Thank you,[redacted]###-###-####
Regards,
[redacted]

Dear Revdex.com,In response to [redacted] complaint of moisture in-between the panes of her glass. This is glass failure from the manufacturer of the windows. The manufacturer is [redacted] Window Company, who unfortunately declared bankruptcy and sold their assets to the [redacted]...

Windows company in 2009. In 2011, we were notified that [redacted] Windows would no longer honor any claim from the bankrupt [redacted] Window Company and eventually since then [redacted] Windows went into Chapter 7 and then closed their doors permanently.Throughout this period, and before any and all claims were honored by [redacted] and [redacted] Windows, in which the manufacturer replaced all material parts and the Tom Adams Company did all labor at No Charge based on our Lifetime Warranty. As we speak today, we honor all lifetime labor claims, if and when they happen. But as we told [redacted], we are not the manufacturer and we cannot honor the claims from a manufacturer that is no longer in business. ( see attached contract "All other warranties are subject to manufacturers warranty only" )In November 2011, ( see attached letter) we sent a letter to all past [redacted] customers explaining the situation of [redacted] and [redacted] Windows and their re-course, for any part failures. Tom Adams spent thousands of dollars trying to alleviate the problem by purchasing material parts and absorbing the costs, but we could only do this for a period of time as described in our letter.Tom Adams cares about their customers and will honor all claims to us. But our Lifetime Labor warranty is just that ... labor only ( see attached labor warranty) - We have made an offer to split the cost of material replacement and then we will do all labor to replace at No Charge for [redacted], but we are not responsible for manufacturers warranty.Thank you for taking the time to read our response, hopefully this clears up all questions. If I can be of further help please contact. Robert B[redacted], Sales ManagerTom Adams Windows and Carpets###-###-#### ext. #[email protected]

[redacted],
Thank you for calling me and bringing to our attention the [redacted] complaint. I am sorry we did not receive your previous e-mails. Hopefully we solved that problem so any future problem can be dealt with...

immediately.
I talked the service department and we sold in 2005 a customer windows on [redacted]. ( when I looked it up - I looked up [redacted] - sorry) 
But the answer is......  she is right-  She has a lifetime labor warranty that was transferable and we have called and left a voice message, notifying her to call my service department. The cost of window is still their responsibility because the manufacturer is out of business - but our labor warranty is still valid and being honored- My service operator is new to the department and did not read the total contract - which said transferable warranty in labor. I am sorry for the confusion.
It was pleasure talking to you- if I can be of futher service please call.

Review: Hello, We purchased our home in 2010 and was issued a 1 time transferable lifetime windows warranty from the previous homeowners. They expressed how much they had spent on nice windows and wanted to make sure that we warranty because it was paid for. We have a few windows in our home that need to be replaced now, we would even be happy if they could just be repaired but that doesn't seem to be an option. The name on the warranty is Tom Adams windows. We contacted them, someone came out to our home told us the windows need to be replaces and left. We received a phone call this morning that we would need to pay for replacement windows because the company where the windows were made is out of business. So that is annoying, we need to buy new windows. I probably wouldn't have felt so cheated if they didn't want us to pay the labor also. My husband pointed out that we have this warranty and it has Tom Adams printed on it and not the out of business window company. The woman on the phone is giving a small discount on the windows because they will not back that warranty. Claiming that it is not their problem, the window manufacturer is out of business. He reminded her that the warranty is from her company and she reminded him of the small discount they would give and asked that a check be sent in as soon as possible so the new windows be ordered and installed. If we hadn't had to chase this company around and keep calling them and bugging them just to be told that they pretty much are not going to help us then I wouldn't be writing this letter. If they were at least standing behind their service side of the warranty and providing the labor for free I would feel like they were trying to help as much as they could.Desired Settlement: We have to have these windows replaced and would just like the warranty honored.

Business

Response:

[redacted],

Thank you for calling me and bringing to our attention the [redacted] complaint. I am sorry we did not receive your previous e-mails. Hopefully we solved that problem so any future problem can be dealt with immediately.

I talked the service department and we sold in 2005 a customer windows on [redacted]. ( when I looked it up - I looked up [redacted] - sorry)

But the answer is...... she is right- She has a lifetime labor warranty that was transferable and we have called and left a voice message, notifying her to call my service department. The cost of window is still their responsibility because the manufacturer is out of business - but our labor warranty is still valid and being honored- My service operator is new to the department and did not read the total contract - which said transferable warranty in labor. I am sorry for the confusion.

It was pleasure talking to you- if I can be of futher service please call.

Review: Tom adams installed 14 replacement windows in my home with a life time transferable warranty.Afer 4 years one window developed moisture between the pains of glass. They informend me that the manufacturer went out of business that they would have to charge me for the repair. Which I paid to have fixed. Now after another 6 months 7 more windows developed the same issue. They came out and measure all the defective windows and called with a quote of 976 dollar's that they would split with me . I believe I was miss lead when I purchased windows with a life time warranty from Tom Adams .Over half of the window that they have installed are defective I have signed contract with them stating the warranty is life time but after 4 years I need to pay tobrepair the new windows I had purchasedDesired Settlement: Windows replaced or repaired at no cost

Business

Response:

Dear Revdex.com,In response to [redacted] complaint of moisture in-between the panes of her glass. This is glass failure from the manufacturer of the windows. The manufacturer is [redacted] Window Company, who unfortunately declared bankruptcy and sold their assets to the [redacted] Windows company in 2009. In 2011, we were notified that [redacted] Windows would no longer honor any claim from the bankrupt [redacted] Window Company and eventually since then [redacted] Windows went into Chapter 7 and then closed their doors permanently.Throughout this period, and before any and all claims were honored by [redacted] and [redacted] Windows, in which the manufacturer replaced all material parts and the Tom Adams Company did all labor at No Charge based on our Lifetime Warranty. As we speak today, we honor all lifetime labor claims, if and when they happen. But as we told [redacted], we are not the manufacturer and we cannot honor the claims from a manufacturer that is no longer in business. ( see attached contract "All other warranties are subject to manufacturers warranty only" )In November 2011, ( see attached letter) we sent a letter to all past [redacted] customers explaining the situation of [redacted] and [redacted] Windows and their re-course, for any part failures. Tom Adams spent thousands of dollars trying to alleviate the problem by purchasing material parts and absorbing the costs, but we could only do this for a period of time as described in our letter.Tom Adams cares about their customers and will honor all claims to us. But our Lifetime Labor warranty is just that ... labor only ( see attached labor warranty) - We have made an offer to split the cost of material replacement and then we will do all labor to replace at No Charge for [redacted], but we are not responsible for manufacturers warranty.Thank you for taking the time to read our response, hopefully this clears up all questions. If I can be of further help please contact. Robert B[redacted], Sales ManagerTom Adams Windows and Carpets###-###-#### ext. #[email protected]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Dear [redacted] -This is [redacted] giving a response with reference to Complaint No. [redacted] with Tom Adams. Tom Adams responded to my complaint by saying that Accu Weld Window Company declared bankruptcy and sold their assets to [redacted] Window Company in 2009. [redacted] Windows was offering the same warranty. Tom Adams advised in 2011 that [redacted] would no longer honor any claim from the bankrupt [redacted] Window Company, and since then [redacted] went into Chapter 7 and closed their doors permanently. Upon looking on the internet, I see that [redacted] Windows has a website and is currently operating business. The only reason we purchased these windows through Tom Adams was because of this warranty - which was their big selling pitch to us. We now have seven windows that need to be replaced and we feel that since we purchased these windows in 2009, [redacted] Windows (who is still in business) should be honoring the warranty with new windows and Tom Adams should be honoring their warranty with the labor. Thank you,[redacted]###-###-####

Regards,