Complaints

• Initial Complaint

  07/09/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I placed an order with ********** for several hurricane Impact Windows from Air Master Windows and Doors which were delivered. I used a private contractor for installation. After installation, I noticed water overflowing into the house. The contractor stopped by and verified that the leak was from the window's design and that it wasn't draining quickly enough to prevent the overflow. I submitted a claim to ********** and they created a claim with Air Master Windows and Doors. Their technician came out on 6/3/24 and he, himself, verified that the drainage was not draining properly. He attempted to rinse the drainage advising it will fix the issue. He admitted that the design of the window itself causes the overflow. After doing so and realizing that the issue persisted, he started to blame the contractor and the installation despite no evidence of water leakage through the caulking. Despite the lack of evidence, he advise it was installation related but failed to provide the reason why the installation was wrong. He had me sign the work order in which he agreed to contact my contractor and discuss further. After waiting for over a month without hearing back from them, I called the company. They advised that they were not calling my contractor and would be closing the work order without providing any resolution. They also refused to send a technician to explain the issue. It wasn't until I talked to a manager who reluctantly agreed to send someone but only to tell me it was an installer issue, despite her herself not having any evidence of it. I am making this claim as the leakage clearly show a flaw on the window design. I am hoping that as a customer who spent thousands of dollars in this product, the company takes responsibility for their shortcomings.

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