ComplaintsforRenewal by Andersen

• Initial Complaint

  07/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 22, 2021 I was invoiced $********* for 7 (including a large bay window) windows. From day one these people knew that there were huge problems with these new windows. They have been out to fix the outside trim, repair something from one window that was a manufacture issue and repaired the bay window. It was at this point that we paid them $****** in good faith that the windows would alright, withholding $***** until we were sure that the windows were okay through the winter. The windows leaked air, got moisture on the inside of the window, and the bay window leaked so profusly that we had to cover it with a towel. Complaints were made repeatidly. Finally in the spring they came and they replaced window stripping on the bottom one of the bay windows We never opened those windows so we found that interesting. They said the windows were fine and the repair guy advised us to never pay the $*****. We replaced a different window in our home that cost us approximately $*** from *******. THAT WINDOW is a much better quality window than the ones this company installed. We installed that window ourselves. Additionally, the salesman told us we would save $***-*** a month on our heating bill. ********************************************************************. We have watched our bills and they have either stayed the same or actually GONE UP yet we have continued to get a $***** bill from them every month. We feel we need a complete replacement of the bay window and of a couple other windows. We actually feel none of the windows are acceptable nor can we trust them to last the 20 years as they reported to us. If these windows actually saved us even $*** a month they would have paid for themselves. At this rate they have done nothing but cost us money.

  

  Business response

  07/19/2022

  Business Response /* (1000, 10, 2022/07/19) */ Called customer on July 11,2022, only complaint was moisture on the exterior of a window. I explained that the window was doing the job it is intended to do - it is supposed to keep the moisture outside. He mentioned that he didn't think the glide windows were sealing up very well - he wanted to wait until winter to see how they performed. I went ahead and scheduled our Senior Service Manager to examine the glide windows on August 10th, 2022. The customer was fine with that. Consumer Response /* (****, 12, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Never mind that these windows have been looked at by two other persons. The bedroom windows were tinkered with and said to be fixed. The bay window has been repaired once already and it is still hot/cold. Why did brand new windows need repaired in the first place? Additionally the center window on the bay gets condensation all over the front of it so you cannot see outside nearly every day this summer. This is new. The windows have never performed properly since they were installed. The $*** ******* window has performed PERFECTLY since we installed it in the family room yet these expensive windows can't seem to do their job and now need to be replaced. Why is that. Now we wait another 3 weeks for someone else to come out and say they will tinker with the windows and they will be fine? Business Response /* (4000, 14, 2022/07/25) */ The bay units are manufactured by a bay/bow company, the windows in the unit are ours - RBA. It is not unusual to make exterior wrap additions or changes to these units. The windows are not in need of repair - it is not unusual to make adjustments in windows. As was explained to the customer - the center bay window that get condensation on the exterior is doing the job it is supposed to do, the condensation should be on the exterior. The windows do not need replaced, we will look at the glide windows, they may have additional caulking and/or wrap needed. The customer was ok with waiting until winter to see how the window performed - therefore a problem with the August service date was not anticipated. Consumer Response /* (4200, 16, 2022/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) If he is saying it's okay for the big window in the bay to fog over then why don't all the other windows in the house including the ones he replaced do this also? Business Response /* (4000, 20, 2022/08/09) */ It is not unusual for one window have moisture on the exterior and no others. There are a multitude of factors that can determine the external moisture - the air currents in the house or the lack there of. The humidity outside and the side of the house the window is on. All of these factors are relative to the exterior moisture - The bottom line is that that window is doing the job we ask it to do - keep the moisture outside. We will be there on 10th to examine the glide windows, we will report those findings. Consumer Response /* (4200, 22, 2022/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) They keep sending people out here who say everything is fine. They will not address my higher utility bills, etc, etc. I'm tired of being treated like a stupid old woman. PERIOD. They don't want to see the figures from the utility company, etc, etc. These windows were misrepresented to me PERIOD. Business Response /* (4000, 28, 2022/08/15) */ Our senior service manager on 8/10th, he examined all the windows we installed, he found nothing wrong with any of them. He talked the customers and determined they had no specific complaints. They suggested waiting until winter to see if they had any complaints, we told them that was fine. The customers need to pay the balance of their bill. We have been happy to listen and do what we could for them, however, the warranty is fully enforced when the account is paid in full. Consumer Response /* (4200, 30, 2022/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) ***************************************** This company IS lying. They have indicated again that they looked at all of the windows on 8/10. This is absolutely NOT true. Only the bay window was looked at, if you call looking at the window briefly, looking at the window and not checking functionality at all. These windows are inferior windows and I still contend that the ******** window we purchased are equal in value, in fact are better quality. We paid $***** (originally $******) for these windows and with held $**** when the windows started showing that they were of inferior quality. They told us earlier that the windows would still be looked at until this was settled now they are saying the warranty is void until we pay. ********************************* Theft in the highest degree.

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