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Complaint Details
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Initial Complaint
29/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We had 28 windows replaced in our house by this company 6 years ago. The windows were installed by this company with a 5 year warranty . I know the warranty is up but we have had this ongoing problem since day one. There are six large south facing windows on the front of the house that are leaking around the framework into our living room. Over the the years we have had them out to fix them maybe three times.Theres 3 windows on the bottom floor and 3 on the upper floor in the master bedroom.The three windows on the bottom floor were taken out by them and resealed because that was were the water was coming in. The top three windows were not sealed properly so the water was leaking there and running down the framework. Now after they resealed the bottom windows and the water kept coming in we tried in vain to get a hold of them to no avail,several phone calls,and emails were never returned and we still had “warranty “ on them. No other window company wants to fix someone else’s job. So we just want them to come back and reseal those top 3 windows and maybe a letter from you will help..Thanks ***** ******
Business response
29/11/2021
Hello
First of all we did not received any phone from you or email for leakage issue you have. whenever we received any complaint from any customer will solve within 2 weeks. please send me invoice copy or windows pictures then i can show to my team, that way i can find out who did and why they did not go again to fix this issue. please make sure if we only provided windows and we did not install that job then will be check only windows if there is any issues on the window will fix it. Because lots of people only buy the windows from us they do install byself, if any leakage from install then it be chargeable if we did not install. so that why i need copy of your invoice we changed our system 5 years ago we don't have in new system under your name any invoice. , so send us windows invoice or you know the person who did this job. email me your pone then will make the appointment with you and check it out everything and will fix the issue.
Business response
30/11/2021
Thanks for the Invoice copy. i will make a schedule asap and email to you, i need a clear day to fix all those issues. First they will come tomorrow near 10 to 11am between to see from where the water is coming and they will try to do whatever they can do tomorrow if more things need and dry weather need then will come again and make 1 more appointment with you. Let me know if you are available tomorrow. please call or email us.
Aman
Vinylco Windows Ltd.
604-585-5591
604-587-5505
************************
Customer response
02/12/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.The Vinylco window guys have just left and they fixed the problem. I am very pleased at the outcome of this.
Sincerely,
***** ******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.