ComplaintsforFibertec Window & Door Mfg

• Initial Complaint

  25/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We purchased windows for our new house in 2005 and have had issues from year 3. I have been in contact with Fibertec since then and tried the fixes that they suggested. The last few years have led to house damage and insurance claims. 3 of the window frames have failed causing water to leak into the wall. I currently have most of the windows taped closed with packing tape because they will not close correctly and lock. The frames are sagging and causing the opening to be tight enough we can hardly get the windows open. This caused most of the locking mechanisms and cranks to fail. The warranty states lifetime on the frames and we have had this issue from the 3rd year after installation. Contractors that have looked at the issue all ask about the frame warrantee because they all think it is frame sag and frame failure. Even normal sized single casements won’t close correctly. Some of the larger combinations have a visible 1/4 inch sag at the bottom of the transom. I have send pictures, videos, and sent a copy of the purchase order with a description of the issue next to each window. The response stopped before Christmas. The service manager was to take all of the info to his manager but no response since. Please advise with my next step. I need to put an order in for new windows and wish to not have Fibertec windows reinstalled in my house.

  Business response

  14/02/2024

  Good day,

  Our Andrey S******* - Customer Service Coordinator and our General Manager - Zion K**** are dealing with this issue.

  Judging by some of the photo's, the windows have been abused to the point of breakage! Normal operating will not cause this severity of damages - is this a rental property?

  Regardless, our warranty terms are detailed and when Andrey returns back to the office, he will follow up with the customer.

  Thank you!

   

   

  Customer response

  14/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I have been waiting on a correct response since 2012!  You have not offered to send a repair technician to fix the issues that I reported as early as 2012.  You sent a few parts that I and a local window repair person quickly realized didn't even fit.  The damage that you see in the pictures and video is from trying to close the windows.  We have to have a person on the outside gently applying pressure and a person on the inside cranking the windows just to get them to close.  Almost none of them latch at all and all of them are sealed with shipping tape to keep out leaks for the winter.  All of this us due to the poor structural integrity of the fiberglass frames, which is covered under warranty.  This issue started 14 years ago.  I am tired of waiting until someone calls back.  No-one ever calls back and I have only received emails saying that upper level management will be in contact with me.  This in not a rental, it has never been a rental.  It is my home and have been dealing with your poorly designed product since they were installed.  I have sent you the warranty card and have proof of the sagging frames.  Please cover your warranty and send new windows.  I'm not sure what else I need to prove this is a warranty issue.  Picture, video, warranty card, detailed order sheet, what else do I have to do?
  
  
  ****** *****

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