Complaints

• Initial Complaint

  03/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  April 16.2021 windows were installed. Paid our contractor $7663.14 for 7 Mezzo windows from Alside. They were to be beige on beige with the bedrooms being beige out white inside. Those were sent beige on beige. Then this past summer we had bugs getting inside the weep holes making the screens useless and our house was full of box elder bugs. Had to manually plug the holes with foam so we could open our windows again. Now this Winter we experienced moisture build up on the outside of the window pane causing it to completely turn to frost. Nowhere does it say that the windows would perform this way. No pictures showing this could happen. I expect brand new windows to be free of any sort of frost and moisture buildup if they are brand new and should be built to withstand MN winters. As a customer we feel completely taken advantage of and where sold windows that are faulty. Our Alside Rep agreed they shouldn’t be performing that way, yet corporate is saying they are fine and that what is happening isn’t part of their warranty. Had we known this would happen, we would not have purchased their windows and went with a different company. We have triple pane on some other windows and don’t experience this issue at all. We want resolution and windows that perform in MN climate and don’t want to see drops of water and ice crystals every year.

  Business response

  03/11/2022

  We have received your correspondence regarding the ******** window matter.  

  Our evaluation determined that the windows provided are performing/functioning properly and the warranty claim was thus denied.

  Additional information was presented to the claimant that explains the source of external condensation and validates that it is not related to a manufacturing concern.

  Since there were no found manufacturing concerns, the warranty denial stands as our position on this matter.

  If we can be of further assistance, please let us know.

  Customer response

  03/14/2022

   I am rejecting this response because:
  
  At no time was I provided with rationale for their denial and any reason for the issue. They are admitting there is a defect they are simply not going to do anything about it. See attached letter. I at no time would have purchased these windows if I had of known they would perform this way. I want further action taken. Brand new windows should not build up moisture droplets that turn to ice crystals. This is a clear manufacturing defect and something needs to be done to resolve the issue. 

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  [Conversion from original document. See files.] We are writing to you regarding your member of the Better Business Bureau: Gentek 3773 State Road Cuyahoga Falls, OH 44223 (800) 922-6009 We purchased Gentek Siding on December 3, 2008 through **** ************, located in Winnipeg, MB, and installed it approximately one month later on our newly constructed house at ** ****** ****** ******** **. ******* about 25 kilometers from Winnipeg. We moved into this home in June 2009. One of the reasons we purchased this siding is because we believed that Gentek produced high quality siding and had a lifetime warranty, as long as we owned our home. See attached warranty provided by Gentek. We have also provided all documentation to Gentek as requested, to prove the siding purchased was installed at this location, see attached. Gentek does not dispute this. In August 2019, we noticed that the siding had significant erratic fading, not consistent with color fading. In addition, the siding has a chalky, white marbling, which is not something we would expect of siding that is only about 10 years old. Pictures are attached of the weathering, including a picture where an original piece of siding was put against the old siding. At that time, we contacted Gentek to come and look at it, anticipating that Gentek would honor their warranty. Instead, we were informed we would have to cut a piece of siding 2 feet long and send it to Gentek for analysis. At the time we were reluctant to do so. Instead, we contacted several contractors to look at our siding. These individuals are owners of home improvement companies that install siding. They came and looked at our siding and listened to our concerns. They agreed that the fading, and discoloration was something they had NOT seen on siding that was only installed about 10 years ago. They also stated that the siding is also very brittle for its age. (One contractor noted this in our warranty claim, attached) In the fall of 2021, we decided to pursue our warranty claim further with Gentek and contacted their Head Office in London ON. We sent in the sample as requested to warranty department to *** *****. Then we were informed we had to submit documentation to prove we were the original owners that installed the siding. This documentation included our first property tax bill, the invoice for the purchase of the siding, see attached. As requested, we then had our siding cut and removed from our house by a qualified contractor and sent that in for “lab” inspection as requested. On Dec 13, 2021, we received a letter (attached), indicating Gentek would not honour their warranty, with no explanation of why. We asked that they reconsider after we spoke with a few contractors in the business of home improvements. They stated that it had to be a bad batch as siding should not show chalky white color nor be that brittle that you can’t flex it in your hands. On Dec 16, 2021, Gentek responded with an email stating there will be no warranty applied to our claim. We were not happy with this decision. It is our position that Gentek did not manufacture this siding to properly withstand normal conditions for 13 years. The fact that it is brittle, and not flexible as it should be, is not what siding of this age should be. Gentek’s states its warranty is lifetime as long as we own the house. Gentek failed to honour its warranty and has not even provided us with an explanation of why the warranty is not being honoured. We expect Gentek will honor their own lifetime warranty and reverses their decision, by providing us financial compensation for materials and labour to replace the siding, as it is clearly brittle, and no longer provides the proper protection for our house. For further information about this complaint, please contact **** ****** ** ************. Thanks for taking the time to address this complaint. **** ****** **** ******* *** **** ***  Enclosures: Copy of original invoice for siding, including the warranty information Pictures of the siding Letter from Gentek denying warranty claim

  Business response

  02/25/2022

  We have received your correspondence regarding the Quilty siding matter.

  It is important to note that the warranty copy attached by the claimant is not applicable to the siding on their home.  It was printed/dated years after their siding was installed.

  Regardless, their siding pictures and panels were reviewed and no manufacturing issues were found.  We were able to clean the panel and return it to them as there was significant dirt build up present.  The color readings were well within the spec for color change threshold on their applicable warranty and no other manufacturing issues were found on the submission.  As such, the claim was denied.

  No new information was provided herein so that decision remains.  

  If we can be of further assistance, please let us know.

  Customer response

  03/01/2022

   I am rejecting this response because:
  They did not address the brittle nature of the siding which of great concern since we plan to keep this house for years to come.  The significant degree fading is unacceptable in a lifetime warranty.  Although some fading could be expected due to weathering, the severity of the fading is not what we would expect for a product that has a lifetime warranty.  In our research, 50 years is what would expect siding to last.  This siding did not even last 1/5 of this time.

  We will be pursuing this matter through the court system. 

  Although the warranty may not have been dated exactly when we it purchased, it is our understanding Gentek had a lifetime warranty when we purchased the siding in 2009 and any differences in the warranty wording are not relevant to our case.

   

   

• Initial Complaint

  02/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  March 6, 2020, we entered into a contract with a local window install company to have multiple windows and a sliding door replaced in our home. The supplier of all products and materials was Alside. We have been very patience and aware of Covid 19 and all the delays that we encountered. Unfortunately, we were not aware of the **or quality of Alside’s products. We received the first set of windows with one large window damaged by a forklift. There were two windows that were delivered in larger sizes than measured. We had to modify the window openings to accommodate these two windows. Another window sash had a chip in between the window panes and had to be replaced. Most screens on all the windows have been replaced several times before they were all the correct size. The sliding door was shipped without any hardware. We had to board up this section of the house and waited two months for the hardware. Unfortunately, only partial hardware was received for the sliding door. Our local contractor supplied us with the rest of the sliding door hardware. Most windows need to be re-felted between the sashes because you can see day light and feel air enter. There is also a lot of condensation on these two year old windows that should not be there. We even had one of their representatives/sales person come to our house at the end of March, 2021 to survey and attempt to fix their errors. He stated that it would be approximately 6 weeks to get replacement sashes. This past week on 2/11/2022, 9 months later, a worker from our local window supplier came to our house to replaces window shases that were too small and the other 2 were damaged. You cannot make this stuff up. We are again back to square one waiting for the correct size and undamaged products to show up and refelting. We are now 2 years into trying to get the repairs and replacements done. We are seeking a resolution with Alside since it is their product.

  Business response

  02/25/2022

  We have received your corres**ndence regarding the ******* window matter.

  
  In researching this issue, it was found that no warranty claim was made with Alside regarding this home.  If the claimant would prefer to work directly with Alside to resolve this matter, they are welcome to file a claim online at **************.  Alside would require submissions from the claimant to verify the product, ownership, and issue - and would then take actions, as needed, under the warranty terms applicable to the home.  However, the applicable Alside warranty does not offer labor coverage after the 1st year has elapsed so the limitations on coverage through that channel would be material only.  They would need to work with their contractor for any labor assistance they might be willing to provide thereafter.

  
  However, we do see that their local dealer - ********** ***** *** ****** - has taken steps to try and assist their client.  They have already proceeded, on 2/14, to order additional product.  At present, the estimated shipping date for that order is 3/22/22.  This product is painted and it can take longer than standard product to produce with current limitations in the supply chain.  Filing a warranty claim would not assist in rushing that product already on order.

  
  We would recommend that the claimant continue to work with their local resources to resolve this matter.  If any problems persist and they would like to explore more direct avenues for coverage, they may wish to file a direct warranty claim as indicated on their warranty, and above in this reply.  

  
  If we can be of further assistance, please let us know.

  Customer response

  03/04/2022

  Better Business Bureau:
  
  I have reviewed the res**nse made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We do hope that their products show up in good condition and that the issue will be resolved. 

  Customer response

  06/07/2022

  We are following up regarding the complaint #******** against Allside. They have not fulfilled their end of the agreement made to be fulfilled by 3/23/2022. Can you approach them again or we are going to the Attorney General. Allside's response has been unacceptable and we are not the only clients complaining.
  
  
  

  Business response

  06/17/2022

  We have received your latest correspondence regarding the Ventura matter.

  Our prior reply indicated that we were shipping product out approximately 3/23 - which was subject to change.  There was no agreement in place from us to be broken.  It was further indicated to the claimant that he was welcome to file a warranty claim with us directly if he elected to do so.  To date, he has not.  This matter continues to be handled through his contractor - Affordable - whom we are supporting.

  In speaking with Affordable, they indicated that the last order did not arrive until early May and unfortunately 2 of the units sent were either damaged or incorrect.  They were re-ordered again.  We regret  that the matter is still ongoing for the claimant, but from our research, his local contractor - Affordable, is continuing to pursue this matter and working toward the needed resolution.  However, as stated in our prior reply, production times are taking longer than expected.  We will again produce/ship the needed product as soon as we can to further this resolution.

  It is worth noting that Affordable continues to pursue this with us as well and has also been dissatisfied with the production times.  We will continue to do what we can to produce/ship these units as soon as possible.
  

  If we can be of further assistance, please let us know.

  Customer response

  06/19/2022

   I am rejecting this response because:
  

  Please read attached communication as to why we are rejecting Alside's response. 

  
  

*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. ↩