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Complaint Details
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Initial Complaint
03/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 14, 2018, Hardy Windows came to my home to removed the old windows and installed new windows. I had paid Hardy Windows in the amount of $4,500 to install 11 windows in my home. In the contract, Hardy Windows cut out 2 posts in the living room and 1 post in the master bedroom, which suppose to support a load bearing wall. Since the posts were removed, I noticed my ceiling has started to sag in December of 2021. I had several contractors that came out to investigate the issue and advised my ceiling could be a results of the posts being removed. I am concern with the integrity of my roof collapsing as Hardy Windows refuses to address the issue. Hardy Windows investigate the issue and don't believe the posts support the ceiling. *****************, supervisor with Hardy Windows, also indicated the window in living "was not installed correctly".Contract # *****
Business response
04/01/2022
The customer claims that we have cut out structural support posts on his home. We did not cut any structural post at all. We removed window framing and that is all. The headers that were originally installed in the home are in great shape and do not suggest any sagging at all. We inspected and even cut out drywall at the header to see if his claim was valid. Our investigation shows that the header only has a 1/8" deviation in 12 feet. The header is not sagging and is not compromised. We do not know what the issue is with his ceiling as we did not ever work on or touch his ceilings. It seems that his ceiling is separating from the roofing stringers which has nothing to do with the window installation.
There is no sag in the header and there is no sag in our window frames. We honestly do not know what to for the client as we are not at fault. As far as the window not being installed correctly we have already discussed with him that we need to shim the bottom of the sloped sill. Which we will gladly do for him and make that correction at the large window sill window.
Customer response
04/04/2022
Hardy windows clearly cut the posts as noted under the description column on the contract indicated on lines 2/3. These posts had served a purpose for weight distribution for my window with the size of 12x5 ft. About six licensed contractors had investigated my issue on the premise and determined my window size needs to have header that is 4x12. When Hardy inspected by cutting into the wall to determine the header, the header is no where near the required standards (4x12). It looks to be a 4x4 header from attached picture. I even contacted a building inspector with the city of West Covina, and he also confirmed a window that is 12x5 ft requires a header of 4x12. Here are additional online resources that clearly states that requirement, which was also provided to Hardy:
https://civilsir.com/what-size-header-for-10-6-8-12-16-foot-span-load-bearing-wall/#:~:text=For%20a%2012%20foot%20span%20load%20bearing%20wall%2C%20you%20will,of%20GLULAM%20or%20LVL%20header.
https://www.shedking.net/headers.html
Hardy clearly did not evaluate these factors or convey these requirements prior to cutting the support posts. As a results of the posts removal, there is loaded pressure on my window, which can be seen at the middle base of window. Hardy also measured the window frame height from the floor and he also saw a difference between the middle of window frame and the two edges of the window frame. I never had any issues with my ceiling until Hardy installed the windows.
All Im asking is for Hardy to make things right by correcting the problems that they have caused.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.