ComplaintsforEuroseal Windows & Doors

• Initial Complaint

  24/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We had several windows installed (over 3 years, between 2003 to 2005) in our house. We received a written Lifetime Transferable Warranty# ****** from Euro-Seal when the first windows were installed in 2003*************************************. Over the past year, we noticed that some of the windows in our bedrooms were collecting condensation between the glass panes (the seals had failed), so we called Euro-Seal to have them replaced earlier this year (April to June 2021). The windows were replaced to our satisfaction in August 2021, but we were charged $1,000 (cash payment) because we were told by the service person that the Lifetime Warranty "is only good for 15 years". That is not stated anywhere in the Warranty document. We should not have been charged any fees to replace the windows ************************************************. I phoned the service person to request a refund on August 30, 2021. The request was denied.

  Business response

  28/03/2022

  Business Response /* (1000, 8, 2021/11/16) */ BBB has been in contact with Len at Euro-Seal Window Industry. He advised that this transaction was discussed and agreed to by Mr. ******. Mrs. ****** was not involved in the agreement, they dealt with Mr. ******. They did not charge for the glass but there was a fee for the labour. Mr. ****** agreed and wrote the cheque. Some time later, Mrs. ****** filed a complaint. Len attempted to call and speak to Mrs. ****** but ended up speaking to Mr. ****** who advised all is well and the agreement was completed. The company feels no other consideration is warranted at this time. Consumer Response /* (3000, 10, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept this response. This reply information from Len at Euro Seal is not accurate, and some of it is false. My husband paid cash on the day this work was completed, (NOT a cheque, as stated by Len), only because the person who installed the replacement windows insisted on payment at the time the work was done. When my husband showed the service person the Lifetime Warranty document (as I provided in my original complaint), they said that the warranty did not cover any replacement "after 15 years". According to this written Warranty, that is not true. This written Warranty is a LIFETIME Warranty, and it expressly and clearly states that there is no charge for either labour or materials, as I pointed out in my original complaint *****************************************

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