Complaints

• Initial Complaint

  01/17/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased the Vinyl Max *******, 39 windows in total, with 16 of them being the 60" x 60" sliders which were installed in a new construction post frame building. Within less than 1 years time after installation 2 of the fixed panels on the windows cracked, likely to poor construction and leaking which allowed moisture in to expand and break the glass when the weather got cold. Vinyl Max's response to us was that they don't warranty windows for glass breaking after 1 year, that the warranty does not qualify. After spending over $22,000 with their company for the initial purchase, one would think that the company would take pride in their products and assist us with the fixed pane replacement; or in the very least send out a technician to assess the problem with the product as it is clearly a seal failure that caused moisture to get into the middle of the glass panes which then froze in cold temperatures and caused the cracking to begin with. This was not the case, and I will never recommend ******** Vinyl Max windows to anyone, they have lost all credibility with us. Buyer beware!

  

  Business response

  01/06/2025

  Thank you for reaching out and sharing your concerns. We completely understand your frustration. Unfortunately, the issue you're experiencing is directly related to the manufacturer's product and warranty, which falls outside of ***** control as the distributor.

  Customer response

  01/06/2025

  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.

  *** ****** owns the ******** company, and for that reason they are my only point of contact.  The windows failed because of quality control and a leak in the seals of the fixed panel which caused moisture to get in and expand, cracking the glass.  This was not an installation error and the people responsible haven't even attempted to reach out for an on-site visit.  In the very least a representative of *** and the Manufacturer ******** should come take a look at the windows for themselves to determine whether or not to approve or deny our warranty issue.

  This type of lazy disregard for the customer is exactly how we ended up at this point.

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

  

  Business response

  01/23/2025

  Sara W*****
  
  From: Sara W*****
  Sent: Wednesday, January 22, 2025 10:26 AM
  To: **** ******
  Subject: RE: Vinylmax warranty
  
  Good morning ****,
  
  This is great to hear!
  
  I’m happy to help. I’m sure *** will take great care of any issues that arise but if there is something you need
  additional assistance with, please feel free to reach out to our customer service team at ###-###-####
  
  Thank you,
  
  
  Sara W*****
  Customer Service Manager
  p: ###-###-####
  a: **** ******* ****** ********* ** *****
  w: **************** ** *****************
  
  
  
  
  From: **** ******
  Sent: Tuesday, January 21, 2025 12:59 PM
  To: Sara W*****
  Subject: Re: Vinylmax warranty
  
  
  Sara,
  
  Thanks for all of your help, you really have done an outstanding job working with us and i really
  appreciate everything you did. I would definitely continue to use the VinylMax products, out of all of the
  22 houses we've built I only had this one issue and thank goodness it was on my own home.
  
  Have a great week!
  
  Thanks for your time!
  
  **** ******
  
  On Tue, Jan 21, 2025, 7:34?AM Sara W***** wrote:
  
  Good morning ****,
  
  
  
  Not a problem at all. We will send glazing bead and glazing tape with the glass order.
  
  
  
  Thank you,
  
  
  
  
  
  Sara W*****
  
  Customer Service Manager
  
  p: ###-###-####
  
  a: **** ******* ****** ********* ** *****
  
  w: **************** ** *****************
  
  
  
  
  
  
  From: **** ******
  Sent: Monday, January 20, 2025 4:52 PM
  To: Sara W*****
  Subject: Re: Vinylmax warranty
  
  
  
  Sara,
  
  
  
  Thank you for the video it helps a lot.
  
  
  
  My last request is that VinylMax provide the bedding tape, balance blocks, and any sealer or
  weatherstripping that is in line with the same materials used in the factory, because I don't want to
  diminish the quality or the integrity of the window and its remaining components that are under
  warranty.
  
  
  
  Thanks for your time!
  
  **** ******
  
  
  
  On Mon, Jan 20, 2025, 3:35?PM Sara W***** wrote:
  
  Hello ****,
  
  
  
  Yes, a video on how to replace an insulated glass unit is available on our website. This video shows the glass
  being removed from an operable sash but the process will be the same with the removal of glazing bead first.
  
  
  
  *** ********* - Vinylmax
  
  
  
  Please let me know if there is anything else you need.
  
  
  
  Thank you,
  
  
  
  Sara W*****
  
  Customer Service Manager
  
  p: ###-###-####
  
  a: **** ******* ****** ********* ** *****
  
  w: **************** ** *****************
  
  
  
  
  
  
  
  From: **** ******
  Sent: Monday, January 20, 2025 3:40 PM
  To: Sara W*****
  Subject: Re: Vinylmax warranty
  
  
  
  Sara,
  
  
  
  Is there a video of how the VinylMax windows are constructed or a video on how to replace VinylMax
  window glass that is broken on the fixed side of the frame?
  
  
  
  If there is no such resource available to the public then I must insist that the cost of Labor be included
  in the replacement. A manufacturer of a defective product cannot reasonably or responsibly require a
  consumer pay to repair their product.
  
  
  
  If it is on us to hire that 3rd party and remit the invoice to VinylMax for payment, we are more than
  willing to do so.
  
  
  
  Please advise.
  
  
  
  Thanks for your time!
  
  **** ******
  
  
  
  On Mon, Jan 20, 2025, 2:16?PM Sara W***** wrote:
  
  Hello ****,
  
  
  
  The replacement glass is on order. We have updated the store and provided them with your contact
  information as well.
  
  
  
  As far as labor goes to swap out glass, Vinylmax provides labor for one year from the date of manufacture. This
  order was built and shipped to *** in June of 2023.
  
  
  
  Please let me know if there is anything else you need.
  
  
  
  Thank you,
  
  
  
  
  
  Sara W*****
  
  Customer Service Manager
  
  p: ###-###-####
  
  a: **** ******* ****** ********* ** *****
  
  w: **************** ** *****************
  
  
  
  
  
  
  From: **** ******
  Sent: Monday, January 20, 2025 12:06 PM
  To: Sara W*****
  Subject: Re: Vinylmax warranty
  
  
  
  Sara,
  
  
  
  
  We would need someone to facilitate the replacement as we are not outfitted to handle such a
  task. Is that something you would assist with or something *** would handle?
  
  
  
  Thanks for your time!
  
  **** ******
  
  
  
  On Mon, Jan 20, 2025, 11:03?AM Sara W***** wrote:
  
  ****,
  
  
  
  We will contact *** to facilitate having these two glass units made under warranty and shipped to the branch
  in *** ********.
  
  
  
  Please let us know if there is anything else you need.
  
  
  
  Thanks,
  
  
  
  
  
  Sara W*****
  
  Customer Service Manager
  
  p: ###-###-####
  
  a: **** ******* ****** ********* ** *****
  
  w: **************** ** *****************
  
  
  
  
  
  From: **** ******
  Sent: Monday, January 20, 2025 12:01 PM
  To: Sara W*****
  Subject: Re: Vinylmax warranty
  
  Sara,
  
  
  
  That is correct.
  
  
  
  Thanks for your time!
  
  **** ******
  
  
  
  On Mon, Jan 20, 2025, 10:51?AM Sara W***** wrote:
  
  Thank you ****. Just to confirm, you need two fixed glass units for the **** sliders that are 59.5x59.5?
  
  
  
  
  
  Sara W*****
  
  Customer Service Manager
  
  p: ###-###-####
  
  a: **** ******* ****** ********* ** *****
  
  w: **************** ** *****************
  
  
  
  
  
  From: **** ******
  Sent: Monday, January 20, 2025 11:42 AM
  To: Sara W*****
  Subject: Re: Vinylmax warranty
  
  
  
  Sara,
  
  
  
  The order number is -
  
  
  
  VINYLMAX PO ******** *** **********
  
  
  
  Thanks for your time!
  
  **** ******
  
  
  
  On Mon, Jan 20, 2025, 9:58?AM Sara W***** wrote:
  
  ****,
  
  
  
  Thank you for your prompt response.
  
  
  
  Although spontaneous glass breakage (also known as stress cracks) is covered from one year of the date of
  manufacture, seal failures (moisture between the panes) are covered for lifetime.
  
  
  
  I’m more than happy to help and can assist further once I receive the order number.
  
  
  
  Thank you,
  
  
  
  
  
  Sara W*****
  
  Customer Service Manager
  
  p: ###-###-####
  
  a: **** ******* ****** ********* ** *****
  
  
  w: **************** ** *****************
  
  
  
  
  
  From: **** ******
  Sent: Monday, January 20, 2025 10:33 AM
  To: Sara W*****
  Subject: Re: Vinylmax warranty
  
  
  
  
  Sara,
  
  
  
  I don't know our order number, we purchased through *** ****** in May or June of 2023, it was 39
  windows (23 - 36 x 60 and 16 - 60 x 60) prairie style grids on the 36 x 60 and clear glass on the 60 x
  60 with black exteriors on all.
  
  
  
  We have never had an issue with VinylMax windows until now, we installed the 60 x 60 windows in
  May of 2024 and we noticed that 2 of them cracked on the fixed panel side.
  
  
  
  There was condensation present in between the panes prior to the break, and when we informed
  our sales rep about this issue he told us that VinylMax had said sudden glass breaking is only
  covered for 12 months after purchase.
  
  
  
  But it wasn't sudden, they were installed without any problems, sealed, taped off, insulated
  around with no issues, plenty of room around the frames and zero load bearing points above them
  (they are installed in a post frame design building).
  
  
  
  This has been extremely frustrating and we are just looking to have the 2 fixed panels in the from the
  windows in question replaced. The moisture and seal failure is supposed to have a lifetime
  warranty based on what I pulled from the VinylMax website.
  
  
  
  I'll try and get the order number from our sales rep, in the meantime here are photos of the windows
  I mentioned.
  
  
  
  Thanks for your time!
  
  **** ******
  
  
  
  
  
  
  
  On Mon, Jan 20, 2025, 9:22?AM Sara W***** wrote:
  
  Good morning *** ******
  
  
  
  I have received a message from the BBB on your behalf.
  
  
  
  Please reply to this email with your order number at your earliest convenience and I would be
  happy to assist.
  
  
  
  Thank you,
  
  
  
  
  
  Sara W*****
  
  Customer Service Manager
  
  p: ###-###-####
  
  a: **** ******* ****** ********* ** *****
  
  w: **************** ** *****************
  
  

  Customer response

  01/24/2025

  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

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought windows, entire order had quality problems. They had a rep come confirm the quality problems. Now that the temps have gotten cold the windows are cracking, but vinylmax refuses to honor their warranty.

  

  Business response

  12/13/2024

  *** ****** reported what was determined to be a stress crack (spontaneous glass breakage) on 12/1/2024.  Attached is our limited lifetime warranty which states that coverage begins at the date of manufacture. Stress cracks are covered for one year. These windows manufactured then shipped to the distributor on 11/20/2023.  Attached is also the documentation stating we agreed to replace the glass and sash at no charge even though it now fell outside of the stress crack warranty. I reached out to ***** ****** and he stated he was still dissatisfied with our solution.  An appointment has been set for a phone call between me (the customer service manager) *** ****** and a member of the executive team for further discussion. 

  Customer response

  12/13/2024

  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.  For your reference, reasons for rejection are included below.

  
  

  
  

  The windows were ordered with all building materials for a new construction build. The windows were not delivered to the job site until February 2024, when they arrived the order was wrong, missing parts, and a new uninstalled window had the same "stress crack" as the current window failure. Vinylmax's sales rep was onsite to inspect the order during installation and admitted that vinylmax has been experiencing quality problems and the date ranges on my order matched with factory quality problems.  
  
  The windows were professionally installed, a window sash does not see any mechanical load so NO mechanical stress is present at anytime. Vinylmax has admitted that their product is not capable of withstanding the intended use of a window. The property the windows are installed does not have a final occupancy permit yet, so nobody has been opening or closing the windows, the building including window installation has been inspected by municipal and independent code enforcement to meet all uniform building codes. No warranty information was delivered with the windows, it was not until problems arose that Vinylmax stated that the lifetime warranty printed on the window packaging was actually a 1 year warranty from the date of manufacture. Vinylmax became so difficult to deal with, not only with my order but others that the distributor has stopped selling Vinylmax products and will not interact with vinylmax at all.

   

  Even though it is not directly written, Vinylmax says the "stress" they are referring to in their warranty is "Temperature changes, that can happen if one part of the window is in the sun and another part is shaded." One example could be if the window is in direct sunlight and then shaded by a cloud passing by, meaning the intended use of the window!

   

  It is my understanding from the conversations I have had with vinylmax that this is a known problem with their windows and they wrote some vague blanketing warranty fine print to cover themselves from being responsible to honor their largely printed "LIFETIME WARRANTY". 

  Due to the failures, and quality problems I have had with Vinlymax's windows, I am worried that all the Vinylmax windows in my new construction build will begin to crack as the ambient temperatures change with the seasons and the windows go through the same thermal cycles that all windows and exterior building products go through. All I am asking of Vinylmax is; That if continual cracks occur to replace those sashes if and when the failure occurs. I feel that is a more than reasonable request. If they are confident in the product they sold me, and feel that the windows will not continually crack for no reason, this should not be a problem as they would never hear from me again. The fact that Vinylmax does not want to agree to this makes me increasingly uneasy as to the costs of replacing these new windows as they continually fail. It also adds to my belief that they have an internally known deficiency that they are not sharing with the consumer.

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

  

  Business response

  12/27/2024

  I had a conference call with *** ****** and a member of our executive team on 12/19

  We discussed stress cracks further and what the terminology refers to in the window industry.  Less than 1% of our warranty claims are due to stress cracks.

  We spoke with *** ****** regarding his concerns and agreed to extend the stress crack (spontaneous glass breakage) portion of the warranty for an additional year.

  *** ****** stated he was satisfied with this resolution.

  I have attached the email I sent to *** ****** following our conversation.

   

• Initial Complaint

  03/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased 9 windows between April and October 2022. 3 of the windows did not have the proper size slides and were corrected. Unfortunately when winter arrived (20F) ice formed inside the 3 of the windows. Not normal condensation but ice up in the tracks, up the sides, with one even having an icicle hanging between the upper and lower sash. One window has a 14~ degree temperature difference when the curtain is shut completely compared to the room temperature. One window had to be covered in plastic because when the wind blew it would move the curtain, no furnace vent is within 10+ feet as the window is at the top of stairs on side of house. Three windows leak air at the corners including a picture window. These windows are worse than the ones they replaced based on gas usage over the winter and electricity usage last summer compared to usage with the old windows. I spent close to 8000 dollars for windows that do not live up to the company claims of energy efficiency and are poorly made. Warranty claim was sent back as condensation even though I included pictures of the icicle hanging and ice flows in the track and sides. Could not upload video of curtain moving to warranty claim but do have it. Replied that I would send it but no response from company.

  

  Business response

  03/10/2023

  Ms. ****** *eported sash play in June of 2022.  After sending our technician out for inspection it was determined that the sashes should be slightly larger in width so new sashes were made and installed in August of 2022.  In June of 2023 Ms. ****** sent photos to our warranty department showing condensation.  We responded that condensation is not a manufacturing defect and sent her information on condensation and it's causes. She replied that she would be sending a video but it was never received.  Our Warranty Service Coordinator has dispatched a technician to inspect the windows this week based on Ms. ******** additonal concerns.

  

  Business response

  04/17/2023

  ***** ****** reached out to us initially in July of 2022 reporting that some of her slider windows seemed to have too much sash play.  Our technician inspected her windows and determined that 3 of the sliders had sashes that were built outside the allowable tolerance, so we made 3 new sashes, and they were installed in August of 2022, no other manufacturing issues were identified.
  
  On 2/19/2023 The homeowner contacted our warranty department with complaints of condensation and sent pictures of an icicle forming on the exterior of the home.  The warranty department replied to *** ****** letting her know that condensation was not a manufacturing defect and sent her information about condensation.
  
  On 3/5/2023 *** ****** submitted a complaint to the BBB and we dispatched our technician for additional inspection.   On 3/7 our technician went back out to the home and did not observe any excessive air infiltration but noticed that the temperature inside the home was quite warm.  Our technician also noted that one of the windows was not caulked on the interior which could cause some air to come in around the window, but they would not know how it was installed behind the trim.

  Vinylmax windows have been tested and found to meet (or exceed) the performance levels specified in AAMA/WDMA/CSA 101/I.S.2/A440 for air leakage resistance.

  Condensation is not a window manufacturing defect; it is a common phenomenon with well-documented remedies. 

  The reported manufacturing issues were addressed, and our warranty obligations have been fulfilled. 

  Customer response

  04/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  these windows, when tested by another window installer, were found to not meet the specs listed on the label that is still attached. 
  In addition I find the comment about my home being quite warm utterly hilarious considering my thermostat is set to 64 degrees and has been all winter due to the fact I have a large furry dog that is comfortable outside when it’s 32 degrees or lower. At this moment it is set at 62. Once again the response from this company is full of lies to try deflect from a truly terrible product and lack of accountability when confronted with a dissatisfied customer who wants a refund. 
  the technician also saw that the window that did not have caulking on the inside had insulation that I put in along with the window plastic. Since this is the window that had the icicle hanging in the middle as well as the curtain moving condensation is not a factor. 
  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. ↩