Weather Shield, inc.

Review: I purchased a large Weathershield window ($3200) from Portland Millworks 5 years ago, this window carries a 20 year warrantee. Last spring during a rain storm water was pouring though the window casing, we called Portland Millwork who sent out an independent company (Airtight Construction) to assess the window. It was determined that window's seal has failed in several areas and the area the water was coming in had been having problems for a long time but now had become so saturated and rotted that the water was just going right throught the casing. Their opinion was that the window had so much dammage it was not repairable and needed to be replaced. Weathershield was contact and after a lot of discussions with managers and contractors they finally agreed to replace the window but said they are not responsible for any labor or installation cost. Our contractor felt so badly that this had happened that he said he would reinstall the new window at cost plus 5% which would cost between $2500-3000. I have call Weathershield multiple times, talked to Katie Zenner (Mgr of warrantee) as well as [redacted] (inside sales supervisor) and left several messages for [redacted]- president (through his assistant) but had no response. I would like to give [redacted] the benefit of the doubt that he does not know about this and given his mission states "integrity and unwavering commitment to customer service" I have tried to connect with him to respond but am not able to get through. I understand "it is not our policy" which has been [redacted] only answer but I feel that a high end window with a 20 year warrantee that fails in many places only a few years after installation should carry some responsibility from the manufacturer. Clearly it was a "lemon" and I know sometimes that happens, their product is usually exceptional and that is why we bought from them in the first place but I am very disappointed in their lack of integrity and humanity in this situation. I called Milllguard in Portland (another window manufacturer) and asked their policy and they very quickly said they would replace and install the window with no questions asked.

I would ask that Weathershield cover the cost of installation of this new window.Desired Settlement: Weathershield to cover the cost to install the new window

Business

Response:

Ms. [redacted]Thank you for taking the time to look into case# [redacted]. We originally delivered order# [redacted] to our dealer on 4/16/10. We were notified earlier this year that the homeowner was experiencing a water leak in the windows. We evaluated the information and determined that we would replace the entire unit at no charge to the homeowner. Those windows were ordered on order# [redacted] and delivered 5-1-2015 to the dealer. Enclosed please find a copy of our warranty, I have highlighted the relevant sections. We have fulfilled our warranty, and further, our warranty expressly excludes cost of replacement or removal of any defective products as you will see on page 2 of our warranty.The end user/homeowner should be aware that if they are experiencing leaking water into their home, in order to prevent any further damage from occurring they will want to have the replacement products installed in their openings- as I show that we have delivered the replacement product 3 ½ months ago.Please let me know if there is any additional information I can provide you.Best regards,[redacted]Inside Sales SupervisorWeather Shield Windows & Doors715-748-2100 Ext.3957 (Office)877-352-0085 (Fax) This is a transmission from Weather Shield and may contain information that is privileged and /or confidential. If you are not the intended addressee, note that any disclosure, copying, distribution, or use of the contents of this message is prohibited. If you have received this transmission in error, please destroy it and notify the sender immediately at the phone or address listed above.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[redacted] is the woman who has emailed me in the past and who I noted in the complaint. I am very aware of the stated warrantee but as stated I feel that there should be an "unusual occurrence" exception to in this warrantee as stated given that a $3200 window failed in many areas about 3 years after installation. I am not even bringing up the damage to the wood floors below. To respond to your comment: 3 1/2 months have passed since the window was delivered since I was diagnosed with breast cancer mid April and have just completed a double mastectomy and reconstruction two weeks ago, and therefore have started the conversation again.

Review: We have tried in vain to obtain warranty service for our Weather shield Windows and a set of Exterior multipoint-lock French doors since late summer 2013. Weather Shield had only one warranty service repairman for the entire state of NC and we spent at least 4 months wasting our time trying to get our windows and doors assessed and serviced through him and he never did follow through. Since that time, we have contacted the company countless times to obtain service and parts for windows, and replacement of rotted doors. We only received a few window parts once we placed an order for screens as well and paid in full. Sadly when we finally received a set of replacement doors in October 2014 (over 1 yr from our first contact with this company) they were too big and arrived without hardware. Upon calling the company to report this, we were told to use the original hardware. We are unable to do that because the doors are not routed properly for us to retrofit the hardware, AND they are too big so the whole door frame would need to be roughed, enlarged and reframed....the doors didn't come with a frame. Numerous phone calls later we were told that the doors would be made again and shipped to the nearest supplier by December 18, 2014. To date they have not arrived, the supplier knows nothing about the order, and the only person my husband could actually get a hold of at Weather Shield states that they don't know where the doors are or why we were ever told they would arrive by 12/18/2014. We were again put through to someone's voicemail (we've left several messages) and have not received a response.Desired Settlement: We would like a representative of Weather Shield to assess our window and door issues IN PERSON to avoid any further confusion as to what needs replacement AND for the company to replace the doors ASAP. If the doors are no longer made in the size that we have then we are willing to settle for a new set of doors with framing and hardware included so that we can properly install them. I absolutely will not cut, route, and retrofit the wrong set of doors and pay a carpenter to do so at a cost more than the doors are worth. That is ridiculous.

Business

Response:

I located the missing door order ([redacted]) at Professional Builders Supply in Morrisville, NC and contacted Mr. [redacted] and relayed the dealer’s location/instructions to receive his warranty door panels. This issues has been resolved. Thank you, [redacted]Warranty Claim SpecialistWeather Shield Windows & Doors[redacted]

Review: I have an ongoing warranty claim. I have been dealing with this since spring of 2015. I have faulty windows that leak water into the house. I have submitted the proper paperwork and photos two times as the first time they were lost by WeatherShield. I have been told that WeatherShield does not make the particular sashes for my damaged windows anymore, but they do make an alternative sash. This is an insufficient response and action regarding fulfillment of warranty, as I've mentioned that I will allow WeatherShield to provide me with an alternative window/sash of another design or material that fits. My last request has gone unanswered since October 2015. I have had to repeat my request multiple times and generally there is a lag of at least 15 days before weathershield responds in an email. I'm hoping they uphold their warranty so that I don't have to challenge them in a civil court.Desired Settlement: They simply fulfill their stated warranty by sending replacement windows.

Business

Response:

In

reviewing our records, the original submission isolated specific windows where

water infiltration was experienced but have exceeded the goodwill service labor

warranty of 1 year from the date of manufacture. This time frame was

established to resolve any defects in material and/or workmanship of the

products at no charge. We are able to locate an exclusive claim #[redacted] where

our service technician adjusted exclusively the door product for better

operator on 8/23/2011. No following claims of deficiencies have been documented

in the order history, which would lead us to believe the units in the home have

been performing as designed. In

reference to the claim made by Mr. [redacted], regarding concerns of water

infiltration, order #[redacted] was prepared and offered to replace the glass

components in three double hung picture sash, 2 double hung bottom sash and 3

sliding patio door panels. The offer was exclusively for components only and

did not include any labor or installation reimbursements. This offer has since

been turned down by Mr. [redacted] and order #[redacted] has been cancelled. Per

the terms of the applicable warranty and upon review with our Director’s,

Weather Shield has sole discretion to repair, replace and/or refund. Due to the

fact that we no longer offer replacement components for the door system, we are

willing to fulfill our obligations by offering a settlement of $1536.00 to

buyout the remainder of the warranty terms. A release has been emailed to Mr.

[redacted] for review, requesting a signature and return if approved. As

an additional goodwill, we will offer 50% of the labor invoice to cap seal his

residence and ask that he submit an estimate prior to proceeding.

Consumer

Response:

Review: Ordered a custom build window. The window was ordered as 93 1/2 inches wide. It was shipped as 90 inches wide. The representative for Weather Shield is saying that because it is a bay angle window that it can very 3 1/2 inches. I believe a custom build window which is higher priced should come in the measurements that it was ordered in. Now we have to try to match siding that is 26 yrs. old, custom window curtain rods have to be replace, custom blinds have to be replaced, extra hours of labor to build around the window to make it work. If the season of winter wasn't upon on us we could have returned the window and waited another two months for a another custom window to arrive. An elderly person occupies that room and would have been rather on the cold side in the room with winter setting on.

Business

Response:

Weather Shield supplied the angle bay unit to the specifications submitted by the dealer, [redacted]. The homeowner needs to contact [redacted]. The window that is referred to by the order number was supplied on 7/02/2013.

Consumer

Response:

Review: We used Weather Shield windows in our new home in 2001. Moisture formed between the double hung windows. We made numerous attempts to resolve this problem using their solution advice as well as other experts. Finally last winter we replaced an entire window with a product from a different manufacturer. The problem was solved. The conclusion to our problem is that the windows are defective. They refuse to accept responsibility. Mold and mildew has been forming. We are now replacing all of the windows at our own expense.Desired Settlement: We wanted them to stand by their product warranty. We want the cost of replacement of the windows.

Business

Response:

customer is not clear on where the moisture is, if the moisture is between the glass panes the warranty that remains is for replacment glass at a 50% discount. The labor portion of the warranty was for one year from the original purchase date which has long expired product is at least 12 years old. We have looked in our records and there has been no claim reported during the labor time frame. If the moisture is on the interior of the windows it is possible high humidity in the home which can cause condensation to form on the windows and if the humidity issue is not resloved it can destroy the windows, this is not a manufactuing issue.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The response from

Weathershield was untrue. They are fully aware of where the moisture

occurred. The replacement of the entire unit with a comparable window,

solved the problem.