ComplaintsforCVS Windows & Siding

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased full house of windows in 2019. Since then I had 3 replaced in 2020 for clouding. Another one clouded in October 2021 and is on order due in April 2022. Last Saturday when the temperature was -5, every window in my house had frost/ice on the inside. I bought the top-of-the-line windows. CVS says it's a manufacturer problem, They don't use them anymore and I can wait until spring to get serial numbers off every window and file a manufacturing claim on my own. In the meantime, my propane at $2.69/lb is going out the window. Lots of promises during the sale, but the service manager is awful. It hasn't even been 3 years and every window has a defect. I'm not even done paying for the financing yet.

  Business response

  01/26/2022

  As the customers stated, they purchased 14 windows in April of 2019.  The product purchased was one of the top tier windows offered by CVS at the time and included a warranty from the manufacturer covering all parts/pieces of the windows and a warranty from CVS covering all labor (installation) and service visits (i.e. there is no charge for any parts needed to repair the window and no charge for service visits by a CVS technician).  Since the time of the installation, the customer has reported 3 of the 25 sashes have experienced "clouding" (i.e. seal failure) - all 3 sashes have been replaced at no charge to the customer.  The customer's most recent concern was regarding "ice" forming on the windows.  The "ice" is located (as can be seen by the photos supplied by the customers themselves in the original complaint) at the interlock (where the sashes of the window meet) but not around the frame of the window itself.  This indicates that the windows are experiencing air infiltration around the interlock of the sashes (a manufacturing defect), but that the installation of the window (frame) is proper.  The final determination of the current issue is that the customer is dealing with 2 issues: 1. excessive humidity in the home (likely due to the using a forced heating system to heat their home - i.e. "the cost of propane" indicates the use of such system) which would show as "condensation" under normal circumstances should the second issue not exist AND 2. air infiltration around the interlock of the sashes in the window.  The excess moisture (humidity) in the home collects on the glass of the windows due to the surface being cooler than the vinyl and nonporous.  Because the customers are also experiencing air infiltration around the interlock, and with temperatures being below freezing during our area's winter months (as the customer mentioned "-5" degrees), the cold air is meeting this moisture on the glass and causing "ice" to form.  
  

  CVS identified this issue as a manufacturing defect of the sashes (specifically the interlock on the sashes) - the defect allowing the air infiltration to take place - and informed the customer that new sashes would need to be ordered for these windows to remedy the problem.  The process for ordering new sashes involves collecting the serial numbers from the windows themselves (as the information is not provided from the manufacturer to CVS in any of our documentation, but can be found on a sticker placed on the frame of the window).  The customer (MRS) did not want to open her windows to collect these serial numbers due to the low temperatures outside.  CVS would send out a service technician to collect these serial numbers as part of honoring the warranty given at the time of sale (i.e. no charge for service visits), but the customer's complaint was opening the windows at all during these winter months to collect the number, not necessarily having to open them herself.  However, in order to collect the information needed for the warranty claim, the windows would need to be opened (for a short time), regardless of whether it was the customer or the CVS technician; the customer did not want this at which point CVS conceded stating all parties could wait until Spring to open the warranty claim when the weather would be warmer should the customer so desire, but in no way indicating that CVS has any intention of NOT honoring the warranty given.

  In summary, the majority of this complaint is actually with the manufacturer of the windows and not with CVS (the installer).  We do NOT manufacture our own windows and therefore cannot dictate the quality control level of the product/manufacturer, but are here to assist the customer should any issues surface with their windows, as is the case with this customer.  If the customer feels the windows were not manufactured to the quality standard promised, their complaint is with the company that physically made the windows (the manufacturer). (As opposed to if the complaint was that the windows were installed incorrectly, it would fall on CVS).  The manufacturer promises to supply replacement parts at no charge to correct any issues that arise with the windows.  

  To solve the first part of the current issue (excess humidity): CVS can resupply the manufacturer's informational brochure regarding condensation (would have been previously included in the warranty packet mailed to the customer upon completion of the installation in case the customer simply overlooked this item), as well as other documentation explaining the cause and remedies for excessive humidity/condensation to the customer to help correct this issue.

  To solve the second part of the current issue: CVS has determined that new parts are needed from the manufacturer to correct the issue the customer is experiencing; the manufacturer will supply these new parts to the customer; CVS will receive and install these new parts for the customer - all at NO CHARGE to the customer.  All the customer must do is open their warranty claim (which is dependent upon the collection of the required serial numbers - which is dependent upon opening the windows).  This can be done immediately or at the customer's convenience (when it is warmer).  The customer will need to follow the current warranty claim procedure of opening their claim online or calling the manufacturer's warranty department directly.  CVS can supply whatever information is needed to contact the manufacturer and can provide further instructions for opening a claim online should it be needed.  CVS has full intentions of honoring every part of the warranty provided and will gladly assist the customer once they have opened their claim.

  Customer response

  01/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  *** ***

  CVS did not offer to have the someone come out and get the serial numbers. I was hung up on. In fact, they told my husband since I contacted you they may drag their feet on assisting us and that we are responsible for filing the claim all on our own. Previously, the manufacturers website cannot even locate my address to file the claim.  The windows again today all had moisture now even the bay windows. Since this is the second replacement for these windows, they seem like lemons. If my car needs repaired I don't call Hyundai. I am attaching a copy of my warranty letter. Since CVS is not dealing with the manufacturer any longer, they are leaving the customers to fend for themselves that have a product they sold to us! 

  Business response

  01/31/2022

  There does seem to be some miscommunication involved in this situation, and for that, we do apologize.  To clarify: as stated previously, "Cvs WOULD send out a technician" to collect the serial numbers - the customer is correct that we did not.  This is because it was strongly expressed to our service manager that the customer did not want her windows opened during these extremely cold temperatures.  There is no other way to obtain the serial number/information needed to open the warranty claim without this process and so it is pointless to schedule an appointment to have a service technician out to collect the information only to have the customer turn him away with gathering what is needed.  Additionally, the customer is also correct that the phone conversation was terminated by CVS after a period of time and announcing the termination to the customer, due to inappropriate language and method of communication coming from the customer.  We do apologize that emotions have run so high for something that is not typically quite so problematic for our customers, but we do ask that customers try to treat our staff respectfully; we can assure you that we will do our absolute best to help you without the necessity of the cursing and yelling.  Lastly, CVS respects the BBB process (hence our participation in the program all these years) and the customer has the right to file a complaint with the BBB if they feel so inclined to do so.  The requirement of opening the warranty claim online with the manufacturer is NOT in response to the BBB complaint.  This is the ONLY way to file a warranty claim for replacements parts for any installations older than 1 year.  Again, this has NOTHING to do with the BBB complaint.

  
  Regarding opening the warranty claim: when the customer first reported having issues opening the claim online, the CVS service manager created a warranty claim on behalf of the customer on two separate occasions to assist with the matter and had no difficulties.  We are unsure why the customer was having an issue with the address portion of the claim, but again, this website is from the manufacturer and not CVS.  We can provide the telephone number for the warranty department who can assist with any online difficulties of the website AND/OR open the claim via telephone.  (We encourage our customers to use the online program for their warranty claim as this tends to be a much simpler and less time consuming process, but customers are able to do either and obtain the same result). CVS does still deal with the manufacturer, most often weekly, as we continue to fulfill warranty/service claims and require parts from the manufacturer.  We are not "leaving customers to the wolves" as implied, but simply instructing customers to take part in the warranty process as is required by the manufacturer.  Unfortunately, it seems in this case that the customer mistook the favor of CVS opening the claim on their behalf (when they expressed difficulties in the process) as the required protocol for CVS and now believes it to be CVS's responsibility to do so. We have done this in the past for customers, and continue to do so when absolutely necessary, but is most definitely beyond what was ever promised in the warranty by either CVS or Alside and NOT required of CVS (see attached warranties for reference).  The manufacturer's online warranty process is set up specifically for customers to open their own claim as this is the process provided by the manufacturer who supplies the warranty for parts.  An analogous situation (rather than the one supplied by the customer regarding Hyundai) is purchasing a TV from a supplier, like Best Buy or Walmart.  If there should be an issue with the TV purchased, the supplier will instruct the customer to contact the manufacturer directly.  It is a very similar situation in this case as well, except that once the customer has received an approved claim and the parts are manufactured, CVS will install the parts at no charge to the customer.

  
  Listen - we understand that most people don't like change.  In fact, we at CVS resisted the change in this process ourselves for as long as possible.  But this is now the process required to obtain the parts from the manufacturer in conjunction with the labor warranty provided by CVS.  We apologize if the customer does not feel the process is as "hands off" as they imagined, but do not believe the real issue lies with CVS.  The customers' main concern was originally regarding the windows - a manufacturer issue.  Having explained that, the customers' main concern is now the warranty process - the manufacturer's required process.  If it were an installation issue or an unnecessary delay in service because of a "shirking of responsibility" as implied by the customer, then absolutely CVS would be at fault.  But this is unfortunately a situation where CVS is being blamed for faulty windows that we did not make and a warranty claim process that is not our own.  We will continue to do everything we can to assist the customer, but it does require some cooperation and effort on the customers' behalf.  We will continue to service the customer regardless of the outcome of this BBB complaint and fulfill the warranty as it is written.

  Customer response

  02/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  *** ***

   

  So which one is it? Is he WILLING to send out a service representative or do I have to endure "change" and file the claim myself? This is also an issue because my address does not come up in the Alside system. He begrudgingly told my husband there might be a space between two of the letters. How are we supposed to know that? Apparently CVS is able to file the claims if he has done it in the past and knows about the way to bring up my address. The issue is we were SOLD on the premise that we didn't have to file claims. In fact, we are from a referral that DOES NOT have to file their own claims. He states that people don't like CHANGE? What changed except we have another claim for every window in our house? CVS brought the selection of windows they SOLD to us. Now they have quality issues with the manufacturer and I'm left dealing with a supplier they don't want to deal with anymore. CVS knows there are quality issues. Until the first claim, I had never heard of Alside. It was all CVS. Now it's their suppliers issues. As for the personalities, he has been down right rude on all the claims. He has called to apologize to me with the first two claims. In fact he denied even filing the second bathroom window claim that went from three months lead time to April 2022 now. CVS filed that claim in October 2021 which is well after my 1 year installation. When i called to check on the bathroom window status (since it's delayed with no update call) and had multiple window failures, he merely hung up. Now I'm supposed to trust CVS with my warranty issues? If your going to write a book, perhaps you should make sure the paragraphs mesh. CVS made it perfectly clear that my claim/service will not be on the top of their list. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩