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Complaint Details
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Initial Complaint
07/31/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
We had impact Windows were installed on 11/21/20. We were given a full 10 year manufactures warranty (enclosed is a copy of the contract). July of this year 2023 we noticed a crack in the middle of the lower frame window on the inside pane. I promptly called GM Window and Screen Company and I was told to send a picture and they would get back to me. Nothing has been done I never received a call or email back and it has been over one month!
Business response
08/04/2023
Mr. ******:
As per our conversation yesterday, I am attaching a copy of the Contract Terms and Conditions that you signed for the work we did at your property. Highlighted are the concerning parts of the glass warranty. Stress cracks are a naturally occurring result of the glass expanding and contracting while it settles on place after the window is installed. They tend to show up more in newly-installed windows that in older windows. Seasonal factors, like dramatic overnight temperature changes, are a common cause of cracks as well. Your windows have been installed since February 22, 2021. Its been 2 years and 6 months, enough time for your windows to settle.
We want to clarify that we receive your notification on Jul. 14th. It has not been a month as you said on your BBB review. We were waiting for the manufacturer response in order to get back to you. As I mentioned it was not fair that you made a review without first checking with us directly as we are still working to find a solution for you.
GM in this case is dependent upon the relevant manufacturers guarantees. We, are not contractually obligated to satisfy this issue. Nonetheless, we are willing to help you with the labor cost of removing and replacing the glass. You will only need to pay for a new laminated piece of glass. Please let me know which window is the one with the crack, in order for us to send to you the quote for the new glass.
Cordially,*************************
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2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.