Complaints

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We originally ordered the windows in our home from Frontline Glass in 2006. They were great to work with and the few repair needed since then have been swiftly and correctly made. In late winter 2023 we contacted Frontline Glass for a broken balance in the dining room window. They sent an estimator out to assess the issue a few weeks later. They concluded that we not only needed the new balance but also a new jam liner as the old one was cracked. Our window repair is still not complete.There have been a string of errors made by Frontline Glass. They have visited our home no less than 4 separate times to fix the window and each time there has been an issue with the part. First the jam liner hadn't been sent with the balance, but they had sent the repairman out and he said it would be a waste of time to fix the balance and then have to return to do the jam liner, so we decided to wait until the jam liner was available. It took several weeks to get the jam liner and when the Frontline Glass repairman came to repair the window, we found out it was the wrong color (white instead of tan)(September 18, 2023). Again, we waited several weeks for the correct jam liner. When they came out to replace it, it was the wrong length (December 1, 2023). They apologized profusely and tell us that the manager will expedite the order for the right one. Months went by and each time I called, they told me they will "look into it to see what is going on and call me back." On April 19, 2024 they returned to replace the jam liner and it was still 1.25" too short. The repairman fixed the balance so at least we can use the window, but said they'd have to order a new jam liner. We have heard nothing from them since, but have received 3 bills for the April visit. I've called 3 times and have asked to speak to a manager, and most recently, an owner. They 'will call me back'. We are extremely frustrated with this situation.

  Business response

  07/25/2024

  Frontline Glass has been working diligently to find the correct parts for this application. Project originally started with a simple balance replacement. The plastic sash liner has to be removed for this work and we subsequently broke the liner. The manufacturer supplied us what they thought was the correct part multiple times delaying this repair. Since these window parts are from 2005 and no longer readily available, we have had to go to ******** (formally Eagle) engineering. this is now back on order, and we will remedy as soon as possible. 

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