Complaints

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  window install 4/2021, order date 12/20 warranty claim filed 2/3/22 amount paid for windows $6233+amount paid for install $7200+amount paid for finish work/paint/caulk/molding $6200.interstate door and window company refuses to honor the warranty or even send a representative to my home.windows purchased through **** ***** building supply from interstate door and window company with a lifetime warrant, but during the 1st winter season it is evident that the windows are defective with air temps coming inside my home from 22 to 50 degrees and ice forming on the inside of the windows and water accumulating and locks /latches faulty. i have done all the things that interstate instructed through **** ***** and still Interstate refused to come out. This is the worst consumer experience ever, it is astounding to me no help/no service. Interstate has breached the warranty and as I have documented and followed all the trouble shooting for months they still refuse to give service. Then 3/22/22 **** ***** came about only the latches and said the temperature problems are between me and interstate and interstate on the phone said that the ice cold temps are just convection and not actually cold air coming in but hot air leaving. There is also mold forming. On 3/22/22 Interstate said there is a "special tool" and still to this date I have been totally ignored, I haven't heard from anyone since 3/22/22 and Interstate won't even come to my home to see anything and i took all the pictures and temperature reading as instructed. I am not interested in doing business with any company who flagrantly disregards their responsibility to stand behind their product.

  Business response

  05/11/2022

  May 10, 2022 
  Dear *** *******: 
  Interstate Window & Door Company has not received a reply from ****** *******'s letter of April 21, 2022 (copy attached), addressing your complaints/concerns regarding Interstate products. 
  In summary, to help identify and resolve the issues claimed, Interstate will send to the jobsite a factory representative who is skilled on window construction, performance and installation. ***** *******, the installer as we understand it, of ****** *************, must be present during our jobsite visit and prepared to remove and reinstall a window under the direction of Interstate. After this jobsite evaluation and remediation is complete, we believe all parties involved will understand the cause(s) of your reported issues, along with remedies that may be needed to correct them if substantiated. 
  Please provide a few dates of your choosing in May or June when you are available for our jobsite evaluation, excluding the dates listed below. The dates Interstate is currently unavailable are May 23 to June 3, June 13, 14 and 30. 
  Promptly send your availability to Donald M****** by letter or email as fast as possible as Interstate unavailable dates will increase. Don's email address is ********@interstatebldg.com. Interstate stands firmly behind our products and looks forward to identifying the causes of your concerns during the site visit at your home. 
  Sincerely, 
  Joseph P***, President 
  
  

  Customer response

  05/17/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I sent an email 5 days ago and again yesterday agreeing to meet Interstates demands to have my installer present to remove and reinstall a window under thier direction as this is the only way they will send a representative and interstate ignores me so I must assume this was not a sincere offer. 
  
  Regards,
  
  *******************************
  

  Business response

  06/06/2022

  *******,

  I take exception to ********'s comment on your letter of May 31, 2022.

  We never ignored her.

  We try to get her to respond

  Following is the email confirming our trip to review her windows.

  We are sending two employees to the sight.

  She stated in prior emails that she did not response because she was on vacation.

  We did demand the installer be there because looking at the pictures it appears to be installation related.

  We did not install the windows and if it is an installation problem then we will show the installer how to install a window.

  At that point the claim is against the installer if they choose not to correct the installation of all the windows.

  If the installer is not present for the visit we are done with this complaint since there is nothing we can do.

  This is normal practice.

*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. ↩