Complaints

• Initial Complaint

  10/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased windows for our entire home from Quality Exteriors in ****, the windows had a lifetime warranty. One of the window mechanisms completely failed in May 5, 2023, I called and spoke with ********, she said shed get the new window parts ordered. I kept getting the run around for a few months until I was fortunate enough to call and reach ****. He made a claim through Plygem for a replacement window. I heard back from him on August 4th stating the claim for glass breakage was denied (the top window fell onto the bottom due to a broken mechanism), I asked about the other issues with all windows and was told that they had a couple of jobs in ***** and his technicians ( he gave me their numbers which I put in my phone along with his and Jennifers ) would call us, I never heard from them. I pulled out my warranty and found that glass breakage was covered, **** suggested I call ****** directly and make a claim so I called. The rep I spoke with suggested how I word the claim to get it honored which I did. We received the replacement glass and additional parts, we received the parts on 9/13, I text **** and ******** jointly on 9/13 requesting a service call to get the window installed, I heard nothing back. Out of frustration a couple of weeks later, we opened the boxes and realized ****** had only sent the glass for the window not the frame itself. We contacted our local glass company and they agreed to put the glass in. The glass that Plygem sent us was the wrong thickness. Due to the seasons changing, we decided to stop dealing with ******, we had the glass company order the replacement glass because the window must be repaired before winter. We paid $243 for the new glass and they put it in. We did hours of research on Plygem window repair and found out how to repair what needed to be repaired, my husband was able to do the work on that one window to get it operational. Quality Exteriors advertises an A+ BBB rating, I did receive A+ service.

  Customer response

  10/23/2023

  I made a typo in my original claim, it should read I DID NOT RECEIVE A+ Service. Your system does not allow for much detail,once I completed my original claim I was **** words over so I had to delete a lot of detail. Quality Exteriors sold in 2009 (I Believe), the man that bought it worked for them when my windows were installed, he signed my workmanship certificate.  I made contact with them numerous times, I attempted contact numerous times. I was told that they would not honor the warranty because the windows were not purchased from them. I was also told that if they could get the parts under warranty then I would have to pay mileage and labor for the repairs which I had no issue with but they would not respond to calls or messages to get these repairs done. Their staff lied to me stating they called and got no response, cells phones keep records they made no such calls. I contacted several other window companies to see if they would come do the repairs, I was told they only do installations.

  If the company had no intention of honoring their predecessors sales warranties then they should have discontinued using the name of Quality Exteriors. I dont believe that anything I asked of them was unreasonable, I only expect the unlimited warranty that I was sold with the product I purchased to be honored.

  Business response

  11/06/2023

  The first time ********************* called about her window, because there was no longer a warranty and she had the parts we offered to have one of our installers go by and fix the shoe and balances. One of our installers called on 7/27/23 but was not able to get a hold of her, it was a different installer then the number she was given. There have been many miscommunications. We will reimburse ********************* for the expense because the Ply Gem window was manufactured incorrectly, and we could not get in touch with her.        

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