ComplaintsforParamount Siding and Windows, Inc.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent thousands of dollars on windows through Paramount, and they turned out to be ineffective and, I believe, defective. No change in interior temps or comfort, and there's actually water seeping into my house. I was told that the windows are performing and draining correctly, which is absurd. Paramount says it's not their fault, that I need to deal directly with the window rep from Cascade (the Amerimax windows came through them). The window guy (who said it's okay for water to be inside my house) said my contract was with Paramount. Neither company wants to accept ANY responsibility. I've been trying to deal with this for months with no satisfaction. I even offered what I thought was a reasonable solution, that the two companies pay for an inspection of the windows - and if it turned out I was wrong, I'd go away. Absolutely no response. I'm happy to offer more details if requested. I would absolutely recommend NOT using Paramount, Cascade, or Amerimax windows in light of my experience. I originally told Paramount that I'm not trying to get free windows - that I don't WANT their windows - they could give me a refund and take their windows back. Surprise, they won't do that. So at this point, I just want to hire a different window company to replace their windows. They can still have them back, after the refund, even though I'm thoroughly disgusted. I think there is defective workmanship by Amerimax - the gas between the panes may have leaked out, and the coating that's supposed to help diminish sunlight was never applied. At this point, I'm not trying to make money, I just want decent windows.

  

  Business response

  12/06/2021

  ****************,

  
  We understand that you are frustrated with your replacement windows. Paramount offers a labor warranty and will correct any issues related to improper installation, but in your case the windows are installed correctly. Based upon your complaint, your concerns are related to defective workmanship by Amerimax. Since we do not manufacture the windows, we referred you to the manufacturer, Amerimax/Cascade, since they can best address your concerns related to window performance. We have done our best to facilitate your communication with Amerimax/Cascade, but we do try to have our customers and manufacturers communicate directly with each other to avoid misinterpretation or telephone effect.

  
  We only recently learned of a design feature of Amerimax Craftsman Portrait sliding and hung windows that causes a small amount of water to collect in the window frame prior to draining outside. As you and we were assured by the Amerimax/Cascade rep via email on October 4th, as long as water is staying within the drainage system,of which the window track is a part, the windows are performing as designed and will not allow water into your home beyond the window frame and will not cause damage to your home. As referenced in the same email from Amerimax/Cascade, if water does extend past the drainage system, Amerimax/Cascade will address the issue under your manufacturer warranty.

  
  We regret that you are not experiencing more of a benefit to the interior temperature and comfort of your home. However energy-efficient a window is, it cannot make up for pre-existing conditions on a home such as the amount/type/performance of insulation in the rest of the home. One of your concerns is that the *********** you ordered is not present in your windows. We have provided you with our order form from Amerimax showing that Paramount ordered your products in accordance with what was agreed to in your contract, including *********** in the windows and ********* in the patio doors. Amerimax/Cascade has stated that your windows and doors were manufactured per our order specs, and we have no reason to believe the windows and doors do not contain their respective Krypton and *********es.

  
  In the October 4th email, the Amerimax/Cascade rep stated that homeowners may hire a AAMA certified testing laboratory to test the windows if they feel the windows are not working as they should. Amerimax/Cascade will address any issues that become apparent following formal AAMA-502 testing. It is our understanding that you have not had testing done. Based upon Amerimax/Cascades engineering departments professional evaluation that the windows are performing as expected, Paramount has declined to pay for testing to prove the windows are performing as expected. We have discussed your request for this at length with you, so we are dismayed to see you state that we have not responded to that request.

  
  You have requested a refund for your project. Our policy is that custom-ordered items are nonrefundable. Your windows were custom ordered for your home and we would not be able to do anything other than recycle your windows if they were returned to us. We sold and installed your windows in good faith, and we cannot refund your costs due to your dissatisfaction with the manufacturers workmanship when we have no documentation of defective workmanship. We regret that you are disappointed with Paramount because of this, but we are unable to speak for Amerimax/Cascade and recommend that you continue to work with Amerimax/Cascade to find a solution.

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