ComplaintsforGraham Architectural Products

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is about one of the companies, Graham Windows (**********************************************) who was, and maybe still is, one of the contractors in the San Diego Quieter Home Program (QHP). I have a 10-year warranty on the windows, and I feel that my warranty request is not being addressed appropriately. My QHP installation was completed on 7/1/2013, therefore, my warranty ends 6/30/2023. I filed a request for services on my bay window in June 2022. I’ll attach the email dialogue. By Nov 2022, the company refused to send over San Diego company representatives to look at my bay window. They wanted me to do the repair and maintenance and send them pictures. The window is too large for me to service. Plus, that’s the crux of the issue, I feel the bay window was not installed properly and wanted it to be reviewed and addressed by experts while still under warranty. I still do. I did not “pay” for the QHP installation. Graham Windows doesn’t seem to be interested in dealing with warranty requests for service. The desired settlement would be for Graham Windows (or another San Diego reputable company) to fix or replace the window with a new warranty to ensure the new window is installed properly without cost to me.

  Business response

  04/11/2023

  We did receive the complaint from the end user, and we did respond with the steps she needed to take to receive warranty parts which she did not follow. In our warranty, we DO NOT include labor. We are a window manufacturer that supplies windows to dealer across the US. We do not perform the labor part of the project and as such have no one in the field to perform labor on warranty items. This is spelled out in our contract with our customers and in our warranty to said customer. Below is a snip of our warranty on this project.

   

  If the customer were to follow the guidelines set forth and it is found that the insulated glass is indeed bad, we would still cover the glass under the warranty plus we would ship this directly to the homeowner at no cost.

   

  Customer response

  04/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  There was no snip of the warranty that was mentioned in the 4/11/23 response.  Can it be resent?
  
  Starting in June 2022, the local representative did not explain that Graham supplies windows only and made no mention of warranty parts.  This representative eventually sent me the correct aluminum window manual which I didn’t have in my warranty package of how I needed to do the labor and report back with photos. Then, I responded back that I was technically unqualified to do this type of labor and asked several questions which were not answered.  Please, review the dialogue I provided to BBB in this complaint.
  
  Based on the recent response from Graham to BBB on 4/11/23 to my complaint, it has been clarified that Graham Windows is a supplier of windows and not installers.  I understand that I would need to figure out if I can do what’s noted in the manual by myself or with help, OR I would need to hire help to do the same and report back if the insulated glass is bad or not, so we can proceed accordingly.
  
  Currently, I have a friend working with me on this issue to have another perspective.  We are working with Graham Windows now and they are working with us.  We have not come to a satisfactory conclusion yet.
  
  This communications should not be this difficult especially when I started this process in June 2022 with no follow-up to help, clarify my lack of understanding, etc.  My warranty ends in June 2023.
  
  Regards,
  
  *****************************
  

  Customer response

  05/08/2023

  I've been working on this complaint for almost a year with no progress.  The process I experienced has been document on BBB website.  Since the recommended resolution to resolve is out of my expertise and companies here in San Diego will not support it, I decided to go with another company and get a new window installed instead, this company stands by their windows and their installations with a lifetime warranty.

*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. ↩