Business ProfileforPanes Window Manufacturing Inc

We purchased windows and installation from Panes Window Manufacturing to replace our windows that costs significant amount, almost $16,000 which we paid in full right away. Panes installed a faulty basement window, there was no caulking at the bottom of the basement window. As a result, water entered the basement that caused significant water damage due to heavy rains. Panes did not take any responsibility for the damages caused by their faulty window installation. As a window company, it is their responsibility to ensure that the window is properly sealed to ensure that no water can enter the interior of the house. I was able to insert my hands underneath the window because there was no caulking and the General Manager explicitly stated that they are not responsible. Their installer claimed that the absence of the caulking at the bottom of the basement window was not the cause of the water damage. For over 10 years, we never had any leakage in our basement until we replaced our basement window from Panes. As a window company, Panes is responsible to deliver a good service and quality workmanship. Evidently it was just the opposite. They did not take any ownership and responsibility for their faulty window installation that caused significant water damage in our basement. We paid Panes almost $16K for the replacement of our windows, now because of the water damage caused by Panes faulty installation, it will cost us almost $10K to restore the basement due molds in the drywalls and floors. Panes will not take any responsibility *** ***** ***** **********. ** ******** ****** ******* **** ***** ********* **** ** ** **********

Panes Window Manufacturing supplied and installed the windows in the customer's house, including the basement, over a year before the leak became apparent. However, it appears that some other work, which was not in line with the Ontario Building Code, was done in addition to the windows. Following the Building Code would have prevented or at least mitigated the damage. It appears to us that both the insurance company and other trades have denied the customer's claims, and only after that did the customer approach Panes. We did not refuse to accept responsibility. What we did refuse was to accept responsibility based solely on the customer's "say so." After exchanging emails and photos, we sent the original installer and our representative to inspect the damage and discuss possible solutions with the customer. However, the customer told our colleagues to leave the property immediately unless we accepted full responsibility. No access to the property, specifically the basement, was granted, even though the appointment was arranged ahead of time. We are deeply sorry the customer had this experience and are willing to work with the customer, but we cannot do that without the customer's cooperation.