ComplaintsforDuralum Home Improvement Products

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased Duralum alumnawood patio cover from Duralum authorized reseller/contractor back in 09/29/2008. We immediately registered the Duralum lifetime warranty patio cover card after install was completed. Over the years when it rained, the patio cover had small leaks. However, on 09/11/2022, we discovered areas of the patio cover were appearing to warp and coming apart at the seams both on alumnawood panels and also at the skylight panels. Water leaks were also getting larger especially where patio cover is affixed to fascia. On 09/12/2022 we sent a letter to file a claim for Duralum lifetime warranty as documented and instructed at ******************************  We have not heard back from the company on our warranty claim after over 45 days and counting. There is also no customer service warranty phone number provided for customers to call.

  Business response

  01/10/2023

  “ Mr. **,

  
  

  In order to process your warranty claim, the first thing we need to do is verify that the material installed on your property was indeed made by Duralum. To do that we need the name of the contractor and date of installation (which you may have provided). Also the permit number for the job as required to activate the warranty (see warranty language). The permit insures that the product was installed to required codes.

  
  

  You mention “Alumnawood panels”. That is a product made by our competitor. You also mention “skylight panels”. There is no skylight panel on our engineering. Both of these items lend me to believe you do not have a Duralum Product installed at your home.

  
  

  As the industry leader, we find that some contractors will use our brochures and warranty as a selling point then purchase the material from a different supplier. In these cases, we file a cease and desist order against the contractor.

  
  

  In any case, it is critical that we first confirm that you do indeed have our product so we can locate the order.

  
  

  Customer response

  01/12/2023

   I am rejecting this response because:  We have already sent all this information to Duralum in our postal mail letter dated 09/11/2022. as well as we mentioned in the letter that we had registered the Duralum Warranty card back when the patio cover was installed in 09/2008  As consumers, we are using the generic terms of Alumnawood panel and skylight  panel which may not be the exact product name assigned by Duralum so to use that point to dismiss our warranty claim as "not our product" is unacceptable.  Duralum could have easily reached out to us based our on original warranty claim letter (or even now) and walk us through how to verify authentic Duralum patio cover, but yet instead using these excuses to dismiss our claim.  How is the consumer to know shady contractors potentially could misrepresent Duralum products?  That is a Duralum problem, not a consumer problem.  Let's focus back on the warranty claim and how to proceed forward.  Duralum can reach me directly at my phone number or email as registered on this BBB complaint and also provided on our warranty letter to them dated 09/11/2022.  Thank you.
  
  
  

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