ComplaintsforSolar-Tite,Inc.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  About 3/14 I called SolarTite in regarding 2 broken windows. I thought it was a defect with the window and inquired if it would be covered under warranty. After sending the requested pictures I received a quote rather than addressing my warranty questions. After emailing, I received a call from "Paul" the manager who explained it wasn't covered under warranty. I proceed to send them the requested down payment I was told I would get installation at the end of April but when I followed up I was told May. So on 5/24, they showed up with the wrong windows, as they only went by the pictures and never sent anyone out. I have told them from the start the I need to paint my home and get gutters installed and the window must be fixed first, so I had to move the appointment for the painters out. They were also told I would not be home in July. I spoke to Paul again and he advised he was in contact with the manufacturer and they could install on 6/23. On 6/22 when I called for time, I was told they never committed to 6/23 install, but the glass would be in on 6/23 and they never install the same day. After my call on 6/22 I sent an email advising of the issues, having to move my painters around and timing. I never received a response to that email or a call back to reschedule. After much follow up I was told the installation would be 7/1 AM, however when the installers arrived they said they were sorry but they were told they couldn't do any work without payment up front and that they never received a note like that before. I call and spoke to Paul again, he confirmed receiving my email but said he would not waive the $145.99 balance even though the delay was due to their error. He did not think me having to reschedule other vendors were his issue and he would not waive the payment. I told him it was extremely poor customer service and the length of time I had to wait, the inconvenience, effort to reschedule other vendors, and the stress to me was worth $145.99.

  Business response

  09/12/2022

  Business Response /* (1000, 8, 2022/07/21) */ Mrs. *** called Solar-Tite regarding two broken windows. She called per recommendation from her handy man, suggesting they might be under warranty. Mrs. *** per our request forwarded the pictures of her broken windows. Upon review of the pictures, she was told that unfortunately, the windows would not be under warranty. We emailed Mrs. *** the Limited Warranty from the manufacturers, which explains what is covered. Her windows were installed in 2013, it is pass our warranty, and the manufacturer does not warrant broken glass. A quote was sent to her, which required a deposit. Mrs. *** accepted the quote, she summited the required deposit and the order was placed. Once the windows were ordered the manufacturer sent confirmation they would arrive in April. When they did not arrive in April, upon follow up with manufacturer, we were informed of a new delivery date. When dealing with manufacturers we can expect some delays due to some factors that are out of our control, such as material, drivers, weather and holidays. The glass arrived and it was scheduled with Mrs. ***. Unfortunately, upon arrival at Mrs. ***'s residence, we discovered that the right size glass was delivered, but wrong style dividers. We immediately contacted the manufacturer to inform them that we had the wrong windows, and promptly reordered. We were able to have the manufacturer move the delivery date due to Mrs. ***'s urgency to get her home painted. The manufacturer explained that this product was discontinued back in 2015 and would do their best to get this for Solar-Tite. We were able to get a new ship date of 6/23/22. We explained to Mrs. ***, that this was a ship date from the manufacturer, and not an actual installation date. The reason why we don't set an appointment on the delivery date, is because we do not know if the product is on the truck, trucks can arrived any time during the day, or if it is received acceptable for installation. We don't understand why the painter wouldn't paint her home, since the window repair would not interfere. Removing the glass doesn't affect working around the painted edges and doesn't compromise the integrity of the windows. There is a roof where the installer could stand, and we had access to the interior of the home, no ladders were required to be used or placed on the exterior walls. We have replaced glass (since 1979) in many homes that have been built with no problems to their exterior paint. Due to unforeseen factors, we didn't receive the shipment on 06/23/22, we emailed the manufacturer for a new delivery date. We contacted Mrs. *** and spoke to her about scheduling a possible date for 7/1/22, to be determined by the new glass delivery on 06/30/22. Our delivery arrived as schedule on 06/30/22. We contacted her 06/30/22, as soon as the truck arrived, confirmed the windows were in the delivery. Mrs. *** appreciated the early follow-up. We emailed Mrs. ***, letting her know that all was acceptable, we confirmed her appointment for 07/01/22, and discussed the remaining balance due. Her reply was "perfect, thank you". Consumer Response /* (3000, 15, 2022/08/11) */ ***Document Attached*** The response from Solartite is inaccurate regarding the 6/30/2022 contact. A new email string was created that did not include my request to waive the balance. The only communication I had with them was via email and it discussed the installation appointment not payment. So I did respond perfect but only to the appointment time not the payment. I have attached that exchange for your review. Also, I am a single female and the manager thinks they can take advantage of me. Never once did he apologize for the inconvenience their error caused me. Business Response /* (4000, 17, 2022/08/19) */ In response to Mrs. ***'s reply to our previous response, we apologize for any inconvenience. This service request started with a phone call from Mrs. ***. We also had telephone conversations with her in between emails. Originally the manufacturer sent the correct size glass, but with the incorrect muttins between the glass. We immediately notified the manufacturer of the issue and requested to expedite this order to accommodate Mrs. ***, since she had travel plans for July. While waiting to hear back from the manufacturer confirming the delivery date of 06/30/22, we tentatively scheduled an appointment for 07/01/22. Again, this was a tentative appointment upon receiving the glass on 06/30/22. In reference to her personal status, Solar-Tite was unaware of this until she mentioned it in the complaint. Once again, we apologize and hope this resolves all concerns.

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