ComplaintsforWeather Shield, Inc.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a Weathershield french door with sidelites and a transom installed in my house in 2018. Every time it rains onto my doors it leaks inside of my house. Weathershield has sent a tech twice to my house to try to repair the problem in 2021 and 2022, but it still persisted. In March of 2023 I contacted weathershield again with the same problem. I sent them pictures and videos of where it was leaking from and how much. In the videos you can see that it is not an install error, but a manufacturing error. They suggested some ideas to try to fix the problem, but it still leaks. I have had to replace my wood flooring and I dread it every time that it rains. Since April of ********************************************************************** I have additional pictures and videos that can be provided.

  Business response

  01/29/2024

  The emails indicating the caulking that ************** was going to complete are correct.  It was my understanding that ************** was going to complete this maintenance on his door.  

  Back in 2018 Weather Shield sent a service person to the home to complete a repair on the door in question.  That is the last note of any service that we have indicated for this door.

  Customer response

  01/30/2024

  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.  I have completed the caulking around the sidelites where I was told to and the doors continue to leak. I should not have to caulk the entire perimeter of the window and door where the weather stripping is. That is the point of weatherstripping. For the sidelites caulk will work because they are stationary, but if I do that to my door it will not function like a door. I would not be able to open them without messing the caulk up every time.
  
  
  Regards,
  
  *******************

  Customer response

  02/12/2024

  Yes it is still covered under a 20 year warranty. 

  Business response

  02/16/2024

  We will be sending  a service person to their home to perform testing to help locate the source of a water leak.  A service request will be sent out early next week and the service person will contact the White's to make an appointment for the inspection.

  Customer response

  03/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Weathershield is sending the same tech out on 3/12/2024 to perform the same test that has been previously performed. From there we will develop a plan to repair/replace/refund dependent on the outcome.

  
  Regards,
  
  *******************

  
  

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered windows for our new home from ************ on (approx)Feb 26, 2021 and paid with the Menards ********************* credit card). The windows were delivered to my home on 11/11/2021 and were installed the very next day. Three of the windows had broken or missing locks and one of the windows had a broken spring. This caused an immediate concern about the quality of the windows and I went into the local store on Monday Nov 15th and spoke to *********************** (local Menards Manager). He advised me to put everything into an email form which was done the next day Nov 16th 2021. Menards contacted Crestline which is the manufacturer and WeatherShield MFG. **** is the parent company the way I understand it. Crestline has sent a technician to my home on 3 occasions to repair broken springs and locks and a cracked vinyl frame. The windows that were purchased were special ordered from ************ The windows have oversized window panes which makes them heavier than a normal window. These windows are double hung, tilt sash windows that just means that both the top and bottom panes will raise/lower and both will tilt in for easy cleaning. The windows are so heavy that the springs will not hold them. Crestline has now gone out of business of manufacturing windows and cannot supply the parts to repair or fix our windows. They made us an offer of $14,162 through WeatherShield Mfg which is a warranty buyout of the windows. This offer came with a deadline of acceptance that expired on July 22, 2023. I do not understand how a warranty can have a deadline put on it when the warranty is still in effect. Anyway, I felt that since I purchased the windows from Menards that I should be dealing with them instead of the manufacturer. I sent a complaint to *********** headquarters on July 18th. I received a letter in the mail from them on July 24th that was dated July 20th that they were not responsible as they were just a retailer and that if I had any further complaint that I would need to direct that to WeatherShield Mfg. Here is what I had asked for. I was willing to accept the warranty buyout offer however that in itself did not return me to the original position I was before purchasing these windows.Obviously these windows are not functional and we cannot even open the windows in our new home without fear of them breaking and coming apart. I asked to be reimbursed for the labor that I paid to install the faulty windows and for the labor to remove the windows that have been installed. That would return me to the position I was in before purchasing these faulty windows. That labor comes is $400/window. ($7600) Total settlement sought. $21,162

  Business response

  08/03/2023

  Good Afternoon ******************:
  
  Per the terms of the Crestline Limited Warranty, Crestline warrant its vinyl product line installed in single family owner-occupied residences to be free from defects in material and workmanship.
  
  Weather Shield has determined that the products on order ********* would not be successfully repaired and therefore is offering the refund of the original purchase price of the products, which fulfills and upholds the terms of the limited warranty on these products. 
  
  The Crestline Limited Warranty also goes on to explicitly exclude any actions or reimbursement for removing any defective products from the structure in which they are installed, or for any work necessary to replace products or components. All of these actions shall be the consumer's responsibility.
  
  As such, our Weather Shield's decision to extend the complete refund of $14,162 the original purchase price for these units still stands.
  
  ***************************
  Technical Associate Weather Shield Windows $ Doors

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased 43 windows through Menards with a lifetime guarantee from Crestline Windows on 11/15/2021 but windows were not installed until 9/22/2022, with all the manufacturing delays ******* was enduring, while building our home. We moved into our home in December of 2022 and wanting to remove the stickers from the windows opened this one to find it split apart. I have been trying to work with this company since January 2023 with no resolution. Except to receive this repair kit on 5/9/2023 from Crestline Windows through ***** of screws and metal strips to repair this brand new guaranteed for life window myself! This is an unsatisfactory response from this company. I want a new window or at least for them to pay to have it professionally repaired. I'm not a repair man! I have all of my emails and forms that I filed out with them on file if needed.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently had a Visions **** SS window in my garage explode (not just break, actually explode/implode), sending glass flying inside my garage as well as outside into my dog pen. Luckily my dogs weren't in it at the time, but if they had they could have been hit with it or decided to eat some of the shards. On the inside, the glass shredded the blinds but otherwise didn't make it very far. I contacted Weather Shield on the issue, and they stated the window isn't covered under warranty. They also seem to have no concern that their product literally exploded and could have seriously injured someone. Really they have no interest in addressing the occurrence at all. While it's upsetting they're not replacing the window, my real concern is figuring out why/how this happened so it can be prevented in the future. After looking online, I couldn't find a single other instance of a window blowing up like this, mostly just spider-webbing from thermal changes. I'm attaching photos of the aftermath and all the model/serial info off the ********************. I also have security camera video from three different angles available upon request. It won't let me attach them, but the things to note are glass flying from both sides of the window and a dust devil forming behind the house a few seconds after the window breaks. I'd imagine the dust devil is relevant in some way, but the tree branches near the window were barely moving so it wouldn't have been a matter of wind. And the glass broke evenly on both sides, so it probably wouldn't be a matter of low pressure. Either way, this should never happen. If it happened to me, it's happened to other people and will happen again. Thank you.Weather Shield Visions **** SS HS-R15-72x60 HS-R25*-72x48 5007S 12WHT208/26/2003A3071

  Business response

  05/06/2022

  There are several factors that could have allowed this to happen, and unfortunately we are not able to provide a specific reason. Due to the age of your unit, there would be no warranty on this, but if you contact your regional support at ************ or ***************************************** we would be happy to get you in touch with someone in your area to help you fix this.

  Customer response

  05/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  04/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After finally receiving windows via warranty that were originally sent to an address that didnt exist in a city the only authorized crestline installer threw away a window that we paid for, crestline will not stand behind their authorized installer. The customer service for the ********************** is horrible and each customer service representative tells you a different story. Would NEVER use this company again for any future projects or renovations.

  Business response

  05/06/2022

  *********** has called us serveral times.   We in fact did send the wrong part to him which he paid for.   BUT --- we also sent him the correct part that was needed for his window issue.   We sent out the new parts at N/C so everything should have been a wash.     YES my company did suggest a service tech for him to hire -- which he did -- but all issues that happened with that tech are his responsibility and should not fall back on Crestline.     The service tech he hired changed out some glass for him.   When the job was completed he took the bad glass and I guess the glass that was sent in error with him from the jobsite.    I explained to *********** that these technicians clean up the area prior to leaving and are very adamant that they take all left over items with them to keep the area free and clean from debris.   If *********** (or whomever was onsite when the technician was there) authorized him to remove ALL parts that is up to them.   Again, when he cleans up an area prior to leaving he takes all debris with him.    I explained to *********** that this agreement was up to whomever was there and the tech.   

  *********** feels that the "wrong" glass sent should have been left at the site.   He thinks he was going to be able to return it for credit.   I explained MANY times that we fixed the problem, made it right and sent the correct product out at N/C to cover his initial cost.   Everything sent should have fixed the problem, and issue resolved.    He thinks he would have gotten credit for the wrong part, but we fixed it free of charge with correct parts.    There was never a second fee that was involved.

  Crestline feels that the issue is resolved.    His window is fixed and all parts are now correct.   First order charged, second order N/C or free to fix the issue..........no compensation should be given if we fixed the problem  free.

   

  Thank you, 

  *******************

  Inside Sales Supervisor

   

   

• Initial Complaint

  04/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 6 windows on September 3,2021 and put a down payment of $3077. total cost being $6274. I have yet to receive the windows or any calls as to when they will be installed. Now they quit answering their phones. I want my money back or windows installed.

  Business response

  04/21/2022

  Please contact your regional support team at ************ or **************************************** with your order number and what dealer you purchased your windows through, and we will help you resolve this issue.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  See other email sent you just now from ********************************* This page did not show up when I typed in the other message!

  Business response

  04/05/2022

  Please contact your regional support team at **************************************** or ************ so we can discuss your order details and see how we can best help you.

  Customer response

  04/07/2022

  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.
  
  This is ***********************.  I just spoke with a Crestline customer service rep who told me ****** Nice is no longer with the company & ******************* her superbisor is the ONLY person there who has the authorization to ok a refund & she will be gone till April 19.  So all I can do is send an email directly to her but nothing will be done till then. Please hold my complaint open!!   I did make a mistake when i sent the complaint on the 4th.  The actual date of arrival of a replacement window for the defective window was delayed from 3/30/22 till the 2nd week of MAY NOW!!!  This is horrible service!!!! They apparently pushed our replacement to the back of the line instead of immediate attention of the issue with the defective window so now our contractors are delayed more time to finish our project!!!!!

  Regards,
  
  ****** & ***********************

  Business response

  04/08/2022

  Please contact Crestline **************** at ************ or ************************************************************** and we can assist in getting you information. Thank you.

  Customer response

  04/19/2022

  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.
  
  I contacted the window company again on 4/16/2022 because ******************* is gone until 4-19-222 who can only help us resolve our complaint!!!! I misunderstood your letter NOT knowing I had to respond back to the BBB in *********!!!!  This complaint & issue with a defective window is NOT resolved!!!!!!! I particularly asked you to keep this complaint OPEN because of the companys failure to resolve OUR situation!!!!! Do I need to report you to the consumer protection **** of the state of ********* for your failure to help us resolve our IMPORTANT issue???? I am very disappointed in your letter saying you closed our case when the company shut their door to our response for 2 weeks!!!!!  Please help us !!!!!

  ****** & ***********************. ******* **

   
  Regards,
  
  ****** & ***********************

• Initial Complaint

  09/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to reopen complaint # 15840751 I was only accepting that the window technician come look at the window, I wasn't closing the complaint, sorry for the confusion. do I have to start over or can we reopen this complaint

  Business response

  09/21/2021

  notes from the inspection are the customer has Zo-e glass which has a higher r value than standard glass and will not heat up as quickly as glass containing zo-e, suggested to the owner to contact Menards to see if they would switch the glass to standard glass., Here are additional notes from the inspection, the time was 8:10am looked at 3 wide sh picture unit, the extr had condensation on the picture glass there was no condensation on the lower sashes but there was condensation on the screens - at 9:00 am there was no condensation, with the well insulated zo-e glass creates a higher dew point on the extr with out door humidity levels are higher at certain times of the year. He did not there was another brand of windows in the home that did not have condensation on the ext but they had just standard glass which has a lower r value which the insulating properties are less and the glass would heat up faster eliminating any condensation to form. There is nothing wrong with the customers glass it is outdoor humidity and highly insulated glass.  

   

  Customer response

  09/21/2021

  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.
  
  [Please type your response here.]
  As I explained to weather shield earlier, now that it’s getting cooler at night the window is getting condensation on the outside and inside of the glass.This is totally unacceptable and nobody should have to put up with that, I refuse to believe the window is so good that it fogs over and you cannot see out of it. I don’t know anybody who would put up with this. There is no disclaimers or warnings on their website stating these windows are prone to fogging up, if there was I would’ve never bought these windows. The only acceptable resolution is for Weathershield to stand behind there consumer satisfaction warranty and replace the glass. Please see the attached photo, I will send more photos tomorrow when I get home I am out of town today And I don’t have very good Wi-Fi service

  
  Regards,
  , 
  **** ****

  Business response

  09/22/2021

  CAN YOU WIPE THE FOG OFF THE GLAS OR IS THE FOG BETWEEN THE PANES OF GLASS ?Tell us why here...

  Customer response

  09/23/2021

  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.
  
  [Please type your response here.]

  Please see attached photos showing condensation on inside and outside. I know if all Crestline windows did this they would be out of business.  so something must be wrong with this galss or it shouldn't be sold in a humid environment. Crestline should do a total glass Replacement with a different glass that won't fog up for 12 hours at a time. Nobody would put up with this, Would you?
  Regards,
  
  **** ****

  Business response

  09/23/2021

  OUR POSITION IS UNCHANGED WE INSPECTED THE ISSUE ANS WAS DETERMINED IT IS A HUMIDITY ISSUE ON THE OUTSIDE AND INSIDE THE HOME. THERE IS NOTHING WRONG WITH THE WINDOWS.

  Customer response

  09/23/2021

  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.
  
  [Please type your response here.]
  I totally reject the response stating that window is performing as it was designed. Again Nobody would tolerate this. I know this can’t be right or everyone would file a complaint or a class action lawsuit. It must just be my window that is performing like the windows made 50 years ago.
  Regards,
  
  **** ****

*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. ↩