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Complaint Details
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Initial Complaint
01/14/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The windows were improperly placed.The reason I had bought new windows was because my last issue with my old ones were that they would freeze from the inside. These new ones do the same and I have to place plastic from the inside during the winter in order to resolve the issue.
Business response
01/22/2025
On January 20, 2025 we visited Mr. *** house to inspect his windows. We found ice on the inside, as he referenced in his complaint. Upon closer examination it was discovered that all of the windows were unlocked, which prevents them from sealing tightly and introduces cold air. Some were slightly open, which allowed more air to get in. We noted an inside humidity reading of 37%. With an indoor temperature of 72, and an outside temperature of 4, this humidity level is high enough to cause condensation on glass, and with the windows open, that turned into ice. We removed the ice and got the windows to close and lock. The customer has our technicians direct number and will call him if this corrective action did not fix the issue. Additionally, we discovered that the customers Sliding Door has hermetic seal failure in one of the panels. A new glass pack was ordered and will be installed as soon as possible after it is manufactured most likely 4-8 weeks.
Mr ******* windows were installed in June of 2022. That following winter,we were called out to the house for condensation that had frozen on the glass. On our visit, we noted a humidity level of 42%. We inspected for proper installation at that time and advised the customer that he had to address the humidity issue in the house. He called us back a week later due to persistent condensation. We noted an inside humidity level of 48%and further advised the customer that a humidity level above 30% can and will lead to condensation. To assist the customer in resolution of the problem, one of our owners offered to help the customer pay for a dehumidifier,reimbursing the customer for 50% of the cost. Mr. ****** declined that offer at that time. The last service visit was 2/13/23. We have not heard from Mr. ****** in the last 2 years.
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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