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Complaint Details
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Initial Complaint
05/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Modern Windows had installed 10 windows in my home in 2016 approx. They sold their product with the warranty of life time replacement and warranty would transfer to new owner if home was sold as well. This past winter during the Blizzard the inside glass on picture window sustained approximate 4 inch crack. Then with one of the heavy wind storms crack then extended to approximately a 22 inch. When I called Customer Service they took down my info and called me back rather quickly and explained to me that unfortunately the manufacturer of the windows that they have dealt with for the last 25 plus years had gone out of business during COVID so warranty was no more! But they offered to replace just the glass at "their cost" and I would need to pay the labor and half due when they come out to measure the glass! I feel that as a business they should carry this warranty just as much as the product they were backing and chose to sell to their customers!
Business response
05/11/2023
Retail sellers and contractors who either sell or furnish and install any separately manufactured product do not have the obligation of carrying the cost of repair or replacement should said manufacturer cease operations. It is of grave concern to our company when a manufacturer goes out of business primarily because we are a very customer-centric and service oriented organization that takes care of its customers 100% of the time to the best of its ability. However that ability stops short of assuming the burden of the costs associated with warranty takeovers in cases such as this simply from a cost prohibitive basis. Even offering replacement products to furnish and install at our cost is a loss to the company because the act of doing so takes up operating expense and time slots taken for no gain or profit thereby losing revenue. The act of assuming the costs associated with manufacturers warranty issues as a general policy would literally put any small to medium size business out of business and would thereby leave customers with no option but to purchase a replacement product from someone else at full price. So in effect, our offer to furnish and install at our cost is a cost saving policy in and of itself. This is not the only incidence wherein service has been required under the same circumstance but we have been very fortunate and thankful to the great majority of customers who understand our predicament. We as a company apologize to this particular customer and can only hope that, on reflection, they come to realize and understand our position. Since the cracked window seems to be weather-related (from reference to the blizzard and heavy winds) we would be more than willing to work with this customer to apply for homeowners insurance coverage which may help with or totally cover the costs associated with this service.Initial Complaint
10/14/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered windows for the second time from them and one window came in the wrong size. This was April 2022. I called them monthly to see where the windows were and they kept saying the factory this and that. I think they are blowing smoke. Anyhow they were supposed to put in the windows on 10-21-22 and they just called and stated it will now be November. I told them this was unacceptable and said goodbye and hung up.Business response
11/01/2022
There is no “upside” to the company deliberately delaying installation of any customer’s order. The customer’s install date is scheduled for November 8, 2022. We thank the customer in advance for his patience as we continue to jockey today’s realities of supply side issues that are plaguing the industry.Initial Complaint
09/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I was promised a beautiful seamless bow window 3/1/2022 and instead had a beautiful window installed almost (I had to tell them to replace it) with a completely rotted lower sil with an ants nest living in it and with the framing and roof (shingles of the completely wrong color) to protect it basically being slapped on by a team of unqualified individuals to which I couldn't even crank open the windows on 8/3/2022. I filed a complaint to the business who returned with a smaller crew made up of the same guys who pulled off the previous roof on 9/13/2022, cut back the siding, built a new frame (blown out at every structural corner because they hadn't predrilled) which didn't fit but they threw it on there anyways overlapping the siding and left before finishing the job with an open ended return to finish. I complained again. The owner came out with a smaller yet two person crew the next day and asked what I expected. I explained to him I expect the roof to be removed and the hole in my siding be widened to fit the preexisting roof or it rebuilt at the proper measurements altogether. He told me this was not an option and to shadow his "experienced crew" to make sure it was done correctly. Me and the crew figured something out but it's still not a permanent or pretty fix. Modern Window of NY has a crew composed of labor that isn NOT qualified to do framing, flashing, roofing, or siding and when I explained to the owner Rick that I'm not satisfied all I got was "sorry, I can give you a gift card to take your wife to dinner but please take down your **** review" this is NOT okay practice for a business with an A+ rating. I am disgusted by this entire experience. I do NOT want them touching my house anymore. Im at this point requesting at least $5000 of the $8700 they charged me so that I can have a professional fix their mistake and make my house cohesive again.Business response
11/01/2022
We ran into complications with *****’s installation. ***** was unhappy and we worked diligently to resolve the issue. It took some time, but the job was completed, and ***** is very happy with the result. Like all companies, we sometimes run into unforeseen complications. But we ALWAYS strive to make it right. Our goal is excellent customer service. ***** will now enjoy his new windows for many years to come.
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Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.