ComplaintsforWeatherseal Home Services Inc.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a "whole house" with new replacement windows from Weatherseal in 2014 for my rental property located at *** ****** ******* *****, ** *****. They removed the old windows and installed the new windows which was a total of 16 windows for $7,00.00. Upon the completion of the contract, I was given a warranty. Everything has been fine until last year when the tenant (from 2015-2021) moved out and I discovered one window was broken along with several screens in other windows were torn. I've called several times to have the broken window replaced and the screens. First I was told the screens weren't covered under the warranty, then I was told the windows they installed were no longer manufactured and were they no longer in stock. They dispatched a technician who came out to check the window and he determined it was "broken." I was advised by him to call the office and they would send out a salesman to get a new replacement. Next, when I called to follow up on when were they sending out a salesman then I was told that I needed to find the serial number on the broken window and they would send it to the manufacturer to have it replaced. I called today to tell them I couldn't find a serial number on any of the windows they installed. After speaking with them today feel like they're giving me the run-around because they don't want to honor the warranty for the windows I purchased. To add insult to injury now they want to charge me a service charge to have another technician come out to check the broken window because the first technician that came no longer works there and he didn't specify/clarify what he meant by "the window was broken." I simply want the window replaced for which I have a lifetime warranty.

  

  Business response

  12/14/2022

  JOB ADDRESS:  *** ******, *****, ** ***** (RENTAL PROPERTY)

  REVIEWED RECORDED PHONE CALLS WITH OFFICE/******** SUMMARIZED BELOW:
  

  3/16/22- Customer called because a window was broken by someone throwing a rock through it & 2 screens fell out of the window but didn’t know why because she wasn’t out of the house, it’s a rental property.  She was informed at that time the warranty does not cover the glass replacement because it wasn’t a manufacture defect.

  
  4/27/22 *** called & talked to ******** & let her know that the window is not under warranty because the window frame is broken & screen frames bent, not manufacturer defect.  Asked her to send pictures of SN so we can get her price to replace it.

  
  12/12/22- ******** called & said **** came out (we don’t have, nor have we had any employee named ****) & told her that her window was broken & that he was going to order a new one.  Said she was told by phone that the window was out of stock but would have to be ordered.  I reviewed the file & found that **** completed an inspection and note states a new window is needed.  I TOLD HER THAT HER WINDOWS WERE OUT OF WARRANTY (5 YR) EXCEPT FOR SEAL FAILURES & SHE SAID SHE HAD WARRANTY IN FRONT OF HER.
  I DID SCHEDULE ANOTHER SERVICE INSPECTION 12/22/22 @ 9-10AM ARRIVAL TIME ALTHOUGH PREVIOUS CALL ON 4/27 SHE WAS TOLD TO SEND PICTURES & SN SO WE COULD GET HER A PRICE TO REPLACE BECAUSE IT’S NOT A WARRANTY ISSUE.
  
  Unfortunately, the homeowner purchased windows that have a 5-year warranty with a lifetime seal failure warranty & the services required are not a seal failure, so the window is out of warranty.

  Customer response

  12/19/2022

   I am rejecting this response because: 1) The call made in March was about the broken window in the Kitchen window, and I filed a police report for that incident. These are two different windows Weathseal is referencing. 2) After I was advised regarding the torn screens weren't covered I had them repaired by a third party.  3) This compaint is for the window that's boken in the 2nd Bedroom facing the front of the house that I want replaced.
   warrant
  
  

  

  Business response

  12/20/2022

  SERVICE INSPECTION 12/22/22 @ 9-10AM ARRIVAL TIME ALTHOUGH PREVIOUS CALL ON 4/27 SHE WAS TOLD TO SEND PICTURES & SN SO WE COULD GET HER A PRICE TO REPLACE BECAUSE IT’S NOT A WARRANTY ISSUE.  

  AFTER INSPECTION COMPLETED, ANOTHER REPLY WILL BE COMPLETED.

  Customer response

  12/20/2022

   I am rejecting this response because: I WAS NEVER TOLD TO SEND PICTURES ONLY TO GET THE SERIAL NUMBER.  THESE A PETTY ISSUES THEY KEEP MAKING, FIRST IT'S THE TECHNICIAN'S NAME WASINCORRECT NOW IT'S PICTURES.  I AWAIT THE IINPECTIONN 12/22/2022 9-10. 
  
  
  

  

  Business response

  02/10/2023

  Business provided pictures showing that the sash window that ******** ****** is complaining about was damaged by her TENANT and is NOT WARRANTY.  The business provided the consumer an estimate to pay for a new window sash.

  Customer response

  02/19/2023

   I am rejecting this response because: Not because the window was damaged by the tenant, that's already been stipulated as fact.

  
   I'm rejecting the response because I was never provided an estimates of the cost of the repairs for the window as indicated in their response.  Since I never received an estimate I would gladly appreciate it if I could received one if they have it as they claimed.

  
  When the Technician came out in December I was very thankful for the inspection, the Technician was  very professional, polite and courteous.

  
  After the inspection I was advised a Sales Person would contact me regarding getting the window replaced.  I've been waiting for someone to contact me since December but unfortunately I haven't  received a call yet. 

  
  The fact is the window is broken and needs replaced regardless if it's under warranty on not. If they would please provide me with the measurements of a new replacement window in the estimated and the cost to replace it would I would be happy to set up an appointment to have it replaced.

  
  Sincerely,

  
  ******** D. ******
  **** ****** ******
  *****, ** *****
  Home:  ***** ********
  Cell:  ***** ********
  Email: ******************
  

   

  

  Business response

  02/21/2023

  Ms. ****** was provided an estimate via email and a phone message left on 2/10/23 AT 3:09PM to replace the damaged sash by her TENANT and is NOT WARRANTY. 

  We will be emailing Ms. ****** a new estimate with a price to replace the entire unit with a new unit, in addition to the price the window will require to be capped again. 

  Thank you, 

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with this company for repairs to my home after a tree fell on it. They were paid in full on March 28th in the amount of $16,687.89. They were supposed to fix the roof, replace the back door, repair a significant amount of drywall, replace back porch and replace the vinyl floor in my kitchen. I spent weeks calling them trying to get a time frame As to when work would begin. They came on April 26th to fix the roof after months of living with a tarp and leaks. The facia wasn't completed. The back deck was replaced with bare 2×4's rather than pressure treated and I was told it couldn't be sealed and stained until next summer when the wood will have already been damaged by a full winter. The back door was replaced, but no lock for the screen was installed and the foot lock broke within the first 2 weeks. They finally showed up on May 24th for the balance of the work. I had to move my entire kitchen and family room into a pile in the corner of my family room. I had to place an extra refrigerator on my back porch because there was no place for it. In 2 weeks the only thing they managed to do was patch in one piece of drywall and replace the vinyl floor.. It should not have taken 2 weeks for just that work to be completed much less take a month to come out to complete the work. The wood they used under the vinyl was not the appropriate flooring. It the wood is too soft to handle any type of weight on top of it. The appliances, the table, and the chairs have left divots in the floor. There are ripples as well as places you can see and feel debris under the vinyl. I found glue all over my blinds as well as a fan. The bottom piece of my dishwasher was removed, left outside and is now warped leaving my dishwasher not opening properly. I have spent months calling them with questions and issues. I get told they will fix it and it doesn't get fixed. I was told I'd get a call back and don't receive it. This company has the money and isn't doing the work.

  Customer response

  06/14/2022

  [*** supplied pictures and insurance claim totals]

  

  Business response

  06/14/2022

  The business is experiencing supply chain issues.  The business was paid by the consumer's insurance company and must abide by what was stipulated.  The work has been completed except for the deck, which needs to dry out before it can be sealed and stained.  The deck will need to be finished by the end of the summer, not the end of the year.  The business appreciates the consumer's patience during the repair effort.  The business will continue to work with the consumer to address any manufacturing issues still outstanding on the patio door.

  Customer response

  06/14/2022

  The company was not paid by the insurance company. They were paid by me via personal check. Everything wad not completed based on the insurance claim list of repairs, yet the company has every penny of that estimate. I have agreed to sit down with then in my home to show them all the problems and discuss resolution, but I am without any monies to finish the work, much less tear up the vinyl floor and replace it.

  

  Business response

  06/21/2022

  [BBB transcription via phone call with business]

   

  Sat down with customer and have set out a schedule for remaining work and repairs to be completed. Refund for insurance items and work not completed. 

• Initial Complaint

  09/13/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I hired the company to install a new roof, windows and vinyl siding April 15, 2021. On May 5 the Ok to cash the check was given. he roof went on June 4, 2021. The windows were installed June 9, 2021 the window balance was paid with install. Five months later my siding has not been installed. On August 24 I got a call they were upgrading my siding at their cost because of how long this has taken. I was told the general manager would come to my home on August 26 to talk colors at 4:00 PM. I got a call from the company at 1:00 PM on Aug. 26 the appointment was moved to 7:00 PM the ** had to go to PA. **** the ** arrived a 7:45 PM. **** told me then my siding would be installed in 2 weeks. **** called me the next day to say he have the shake siding and soffits in my colors. The two week were almost up I had heard nothing, so I called only to be told the materials were not in. I stopped in the office the third week I was told the siding is not in. Broken promise after 4 mo. of waiting

  

  Business response

  09/16/2021

  Good morning, 

   

  We are responding to the complaint filed by *************************** on September 14, 2021. 

  While we can appreciate ******************** frustration regarding the delay in installing her siding, it is important to understand that the delay is due to the manufacturer and supplier turnaround time, which of course, is completely out of our control. 

  The current atmosphere in the industry of building materials is somewhat unprecedented, in that, is taking much longer for manufacturers to get materials to the suppliers and ultimately, to the contractor. 

  In an effort to expedite ******************** project, WeatherSeal did offer to upgrade her siding, at no cost to her.  We were informed by the supplier that the manufacturer's  lead time on the upgraded siding was approximately two weeks.  Unfortunately, the manufacturer has extended the lead time and the materials have not yet been delivered to our supplier. 

  We apologize to **************** for the inconvenience as we know she'd like to finish this project.  We have assured her that as soon as we receive the materials, we will schedule her installation. 

   

  WeatherSeal Home Services

  Customer response

  09/16/2021

   I am rejecting this response because:
  
  NO YOU DONT UNDERSTAND MY FRUSTRATIONS!!!!! After patiently waiting for five months. You sent your general manager **** to my home who stood in my driveway and made a false promise and lied to me. He said that I would have my siding in two weeks. I added once its delivered I was told it would be another 5 to 7 days to install.  **** said no well have you done in two weeks. I never promise I went out and I purchased $90 worth of landscaping plants to plant after the siding was installed. Also all Im getting is the same old answer which adds more to my frustration.   Dont make promises or commitments that you cannot keep. I had other estimates and at least those contractors told me upfront what colors I could and could not get and what was available. Gave me time frames that were more realistic than I got from weatherseal. The broken promise is the largest way that I am going to remember weather seal and promote weather seal.

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