Reviews

Master Seal Windows and Doors: Consumers Beware! I recently had Master Seal back in my home to inspect all 14 windows they sold me 4 years ago. Problems and defects include: Broken Window Locks; Cracked Casings; Broken Window Seals (fogging); and all 7 of my south facing windows are showing signs of external distress (buckling). Beyond the disappointment of having invested $12K(+) in failing windows, Master Seal REFUSES to provide me a repair quote without a down payment on labor costs. Granted the windows are covered under warranty, and I can almost accept having to pay a reasonable labor fee to complete the repairs, but for Master Seal to refuse me a copy of the inspection report, and demand a deposit in order to provide me an “estimate” is absurd. After multiple discussions I can only conclude that they have no interest in resolving this. Poor Construction, Shoddy Craftsmanship, and a completely indifferent Customer Service Department. Not good at all.

As the owner, I appreciate the opportunity to clarify our service process regarding this specific customer's request for a window inspection. Our commitment to transparency and customer satisfaction is paramount and we take it to heart. For inspections requested beyond the two-year post-installation period, we have a nominal service fee of $135. This policy, which was communicated clearly to the customer prior to the visit, helps cover the costs of our team's on-site evaluations. However, we always strive to add value for our customers: if any service work is subsequently undertaken, this fee is deducted from the labor charges, essentially making the inspection complimentary. Once the inspection is completed, the findings are handed over to our estimating department. They meticulously assess the need for parts and labor. It's worth noting that most parts are usually covered under the manufacturer's warranty at no extra charge, providing significant savings to our customers. The service fee predominantly addresses labor costs, only for work needed beyond our comprehensive two-year labor warranty.

i wouldn't waste my time on this company. had scheduled an estimate and the fat *** general manager( William ** ******* )came out and took a look at what was needed under 20 seconds and threw a number on a card and said let me know and started to leave. i said i have 2 door on the side also and he looked at and said $8000 For 2 small doors he. explained the process under 25 seconds and left. his fat *** must of had a lunch appointment at the buffet. you should definitely search your other companies shame we cant put a zero

We are compelled to address your review, particularly concerning the tone and content of your remarks. Regarding your interaction with ******* ** *******, we wish to clarify that he is a dedicated professional with over 40 years of experience. ******* is known for his thoroughness, punctuality, and professionalism, consistently arriving on time, well-equipped with samples and informative brochures. It’s important to note that the duration of your appointment was approximately 25-30 minutes. During this time, ******* was not permitted entry into your home and had to conduct the consultation at the front picnic table. This unusual setting, combined with the fact that ******* was frequently interrupted and unable to fully communicate the details of our services, may have contributed to the perception of a rushed meeting. *******’s objective was to be efficient and respectful of your time, particularly as the focus seemed to be solely on obtaining measurements for personal use. However, the language and personal insults used in your review are deeply concerning. Such disrespectful commentary is not only inappropriate but undermines the professionalism we strive for in our customer interactions. Our team values respectful and courteous communication and we expect the same level of decorum from our clients. We take your feedback seriously and are committed to continuous improvement in our services. We are open to further constructive discussion, but we request that future communications be conducted with respect and focus on the specific aspects of our service.

On our first door installation we were happy enough with them to garner repeat business. I wish I would have reconsidered, as we have an entry door that can easily get broken into and they don't seem to care about the customer experience. Our planned scheduled maintenance was cancelled with barely any notice, due to inclement weather that never arrived and it bumped us down the list two more weeks which is absurd in my mind. So now we wait another two weeks hoping no one breaks into our home.

Dear ************

Thanks for sharing your feedback. We're sorry your experience didn't match your expectations. My name is Lee Behr and I am the Director of Operations. I wanted to clarify a few key points regarding your specific concerns:

- Once you called our office reporting the issue, we instructed what to do to make sure your entry door was secured and able to lock properly until we could send out our service team. We made sure you had an operable safe door on that phone call.

- Our service manager went out that same week and made the appropriate adjustments to fix the problem. However, due to unforeseen settlement of your homes framing and door frame. Our service manager decided that it would be best to send out a master installer to remove the door so we can inspect/repair and reinstall. This requires certain parts to be reordered.

- We immediately placed the order the same day and scheduled the install once the necessary parts arrived. Once your scheduled date of Monday 8/22 arrived, there was heavy rain in the morning. Our installers do not work in the rain due to the opening of the customers home to the elements.

- I want to clarify that your original master carpenter has been installing doors for over 35 years, and the entry door was in perfect condition after the original installation.

- We currently have you scheduled for 9/1 (Thursday) to completely ensure this issue of settlement is corrected. Please feel free to reach out with any further comments, concerns, or suggestions you wish to share. We would love to make things right if you give us the future opportunity.

- Again, if you need anything until the install date or after, you are welcome to call our office at any time or me personally. I wanted to also make clear that Master Seal backs it's quality products and our labor. We appreciate every customer, and I wanted to mention that we have teams of tenured experts behind the scenes that work very hard to do extensive overviews on each job. We also take pictures when we measure to further inspect every aspect to make sure we have any additional material that would possibly be needed on that installation day, custom wood buildouts, possible rotting issues or fitting complications, ext.

- We look forward to correcting the problem when we arrive on 9/1 and hopefully gain your full trust and satisfaction.

Thank you,

Lee *****************************

Thank you, Lee. Mr. Tony came out and fixed the problem. We were still disappointed by the handling of the cancellation due to rain that never occurred to us, but we are happy now that we are safe and sound.

Masterseal guaranteed lifetime replacement hardware on my window .When I calledshe ssaid no longer.I want those rules & changes in writing.

Master Seal has sold two different window jobs to Mrs. Debra D****** at two different addressed. Not sure which address she's talking about. The Mfg. warranty on the Bow window at ************ warranties parts/hardware for 10 years, and no warranty on labor. Master Seal gives two years free labor on service from date of contract. Which the Bow window was sold on 11/23/2009. 13 yrs. ago.
A 3/lite slider was sold on 03/26/2007 at the ********** address. The warranty on this window is Lifetime limited warranty. No warranty on Labor. Master Seal again gives a 2-year free labor svc policy. Our standard svc fee is $135 but depending on the type and extent of the service it could cost more. John D***** Master Seal

I believe this is a made up statement.I need 1 handle crank & lady said $900.00

We lived on ********** Till Jan 2009 when we purchased our single home on *************. I only need the crank handle not the entire assembly & lady told me $900. This is no way to do business as I was told you are the new owners of masterseal & have changed the rules I was told. I'll make sure it is known that you people don't stand behind your word.I can put handle on myself can not find same one in store.Lady didn't even let me know where to purchase one . very rude & could care less.

I am John D***** the Only owner of Master Seal since 1994. My warranties/rules have always been the same. I've personally talked to all four of my service staff to see if they remembered Ms. D****** called. They remember her calling about service for a window and we mentioned we would need to come out and inspect to see what parts would be needed and it would be a $135 svc fee. Then we would determine what parts were needed and would call back with a detailed estimate of cost and parts needed. Master Seal would then deduct the $135 svc fee from that new Service quote. This Bow window that she has, had a 10-year warranty which expired on 11/23/2019. My svc rep remembers her saying, I have a lifetime warranty on this window and I should not have to pay anything. We never quoted a price of $900.
I would be happy to fax or email a copy of the warranty to Mrs. D******. Let me know what you would like us to do.