I purchased windsow Windows for my home and I have a current mold problem due to the windows leaking. Windsor Windows refuses to return calls.
I purchased my new home in February of 2004 from *** ******** He installed Windsor Windows in the home. In 2007 my front windows starting turing black from mold from the windows leaking. I called Windor Windows and spoke to *** ********* He sent out **** ******* Field Service Technician, and after speaking to him he came up with the excuse that the cement sill was pitched wrong. I told him to put a level on the sill and we quickily saw that the window sill was pitched correctly which made him look ridiculous.
Windsor windows refused to fix the leaking windows until the builder threatened them with not purchasing their products ever again. They replaced the windows but I had to pay $1700 for the labor.
The windows lasted about five years and they started leaking again. I contacted *** ******** again and he was cooperative and asked if he could send **** ****** out again to inspect the windows. I agreed and after he inspected the windows he stated that he could replace part of the window that was exposed to water but he agreed the bottom sill could not be replaced or fixed. I asked him if the window will be replaced then? He stated to talk to *** ********* I made several calls to *** ******** after ******* report was submitted and he refuses to contact me.
My family has been exposed to mold do to this product which has been proven they are defective. I am seeking a 50 percent refund on the window and my $1700 I spent on the labor for the first window I had to replace. I will replace the window with another product. Two attempts with this product is enough for me.
I have now researched our service tickets and tech information on the ******* job.
The windows date code was 4-02, which means they were manufactured the 4th quarter of 2002.
The warranty in 2002 as well as today is for 10 years from the date of manufacture. The warranty also excludes any associated costs, such as labor for removal and installation, disposal, or refinishing. The warranty does not cover improper installation of the windows. Part of the installation instructions warns that they must maintain a 1/4" gap between the window frame and any masonry to allow for building settlement. The warranty also states that any component or product replaced are warranted for the remainder of the original warranty period.
1) On 3/30/07 we were notified of a claim by Mr. *******. We sent our tech ***** ******* out to investigate the issues of mold. Our investigation found that the limestone sills were installed incorrectly. They did not leave the minimum 1/4" gap between the limestone sill and the window frame. This causes what is called "brick bind". I have pictures showing the limestone sills butted tight to the window frame. This in turn damages the window frame by causing a negative pitch to the window, opening up the back corners of the window frame and allowing water to run toward the interior of the home rather than away. This will cause the interior wood parts and the wood frame of the window to be damaged by the water caused by this "brick bind". This is not covered under our warranty due to the improper installation. This occurred on the two front windows. One was in brick and the other was in stone. Mr. ******* conveyed to us that he wanted the two windows replaced, regardless of who was at fault. He didn't want to hear "well they did this or they did that, no he did or he did that". Profanity was also being displayed. It was obvious that they either were not going to get any help from the builder, or masonry people, or they had already been told no by them, but we were given an ultimatum to take care of it, because "it is a window defect." We have pictures showing the improper installation, pictures showing the damage caused by the improper installation, and our written warranty. I would have attached them, but not sure how to in this format.
Per our written warranty, these two windows were not covered under it, let alone any labor or refinishing cost. We decided to go above and beyond to help Mr. ******* out. Even though we were not at fault, we decided to give Mr. *******, the two large windows in the front of the house that he was having issues with at no charge. Even though it costs us several thousand dollars worth of product. We even agreed to pay for the install and refinishing costs even though they are not covered under our warranty. Being in Iowa, we were having difficulty finding someone to do the installation. Mr. ******* found someone that he wanted to do the work and we agreed to reimburse him. The windows were shipped the end of June 2007 and they were replaced in July or August. In August 2007, we reimbursed Mr. ******* $2,450.00 for the installation and finishing of the two windows. The *******'s also had some frame weather-stripping that was short on some other of his windows, so we supplied weather-strip to Absolute Windows and we paid them to install new weather-stripping in the other windows, too. Also, we never charged the homeowner for our techs time, even though it is not covered under our warranty.
2) In June of 2009, we received a new complaint on a two wide casement window that was experiencing similar conditions to the others two that were replaced. Mold and water damage. We sent Mike Perrin out to investigate and found the same "brick bind" conditions as before, causing the same damage to this window, as it did the other two. Mike states that Mr. ******* understood the concept of "brick bind" and the consequences of it. Since this voids our written warranty, we once again decided to help Mr. ******* out, and give him a new window unit at no charge as another "good-will" gesture to him. However, this time we were not going to pay for the labor or refinishing costs. Once again, we did not charge him for our inspection and the time for our technician. It was all paid for by Windsor.
3) In November of 2013, we once again received a call from Mr. ******* saying that he is experiencing problems with one of the windows that were replaced in 2007. In November, I sent Mike Perrin back out to investigate his complaint and he discovered that the window frame had been compromised and it was experiencing was rotting issues. It was the window that we had replaced that was located in the stone. Once again, we did not charge for this visit. Windsor paid for the techs time. As stated above in the explanation of our warranty, that replacement windows warranty ran out the end of 2012.
I believe that many window companies would have walked away in 2007, let alone now in 2014. However, to be fair to Mr. *******, this is what I was going to propose when we ever had the chance to talk on the phone.
1. We will supply a new window unit to the *******'s at no charge.
2. We will pay for the install and finishing costs. However, I will need 2-3 bids, and they must be considered reasonable by me. If not, then I reserve the right to withdraw the labor and finishing part of this offer. Remember, technically, these are out of warranty, and even if they were in warranty, labor and refinishing are not covered.
3. We will deliver the window unit to the *******'s, but they will be responsible to unload the window from the truck (since the trucking companies will only get it to the back of the truck). They will not unload it.
In regards to some of Mr. *******'s comments in his complaint to the BBB:
1) Of course the limestone sill is going to have downward pitch to the exterior, but **** ****** was not concerned with that, he knows that the limestone sill is pitched downward to the exterior. What Mike did was put a level on the window itself and we have pictures showing the negative pitch on the window unit and the damaged corners caused by the improper placement of the limestone sill.
2) We were never threatened by his builder. I have no idea who *** ******* is, nor have I ever spoken with him. We only did what we did out of the "good will" of Windsor. We very well could have and probably should have walked away due to the warranty being voided.
The reason for the comment that we should have walked away, is because this has caused us thousands of dollars on something that was caused by someone else, with no appreciation from the *******'s as to what was actually done for them. Not unlike insurance companies who do not cover things caused by someone else, most window companies would walk once they have determine that their warranty has been voided.
3) We will not pay a 50% refund on this window. It is out of warranty.
4) We will not reimburse Mr. ******* for the $1700 that he spent on the labor for this window that was replaced. One, we paid $2450, he paid nothing. If it was $1700, then he misrepresented what was owned to him and he owes us $750 that he must have pocketed.
In conclusion, we have been more than fair in the past and with our current proposal. We will await Mr. *******'s response as to whether or not he wants to move forward with what I proposed.
Field Service Mgr.