ComplaintsforAmerican Thermal Window Products, Inc.
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Complaint Details
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Initial Complaint
07/23/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
We purchased a window from this company based on a written statement of a lifetime warranty. The windows were bought in ****. There became an issue with the window an the company stated they wont honor the warranty on the windows because the company they bought the glass from is not in business. We did not buy them from a second party we ebought them through American thermal windows. They gave us a quote to replace it for ****** approximately and when a service tech came to measure the replacement window the company came back and stated ******* approximately to do the job. There posted and advertised lifetime guarantee is misleading and false. We would have not bought 5hem from there except for the written and verbal guarantee they offer.Business response
07/26/2021
******** purchased the referenced window 29 years ago and it has been in his home for all this time. In April 2021, he called the office to advise that the glass in the Picture Window had lost it's seal and was discolored. As the attached contract states, our labor warranty is 1 year and after the one year we will replace defective materials "if covered by the manufacturer's warranty." The material warranty is provided by the manufacturer, and this is long past as I stated the window is going on 30 years old. The customer is not entitled to a refund.Customer response
07/28/2021
Complaint: 15687278
I am rejecting this response because:
Sincerely,
***********************This is not what we were told or as advertised in there advertising. I was told by the service person that the glass company that American thermal windows bought the windows from went out of business and they could not hold up to the lifetime warrantyI was given a price and when I received the estimate it was doubled in costBusiness response
08/11/2021
Please read the written contract that you signed. The parts warranty is through the manufacturer, if there is no warranty parts available, then they are at your cost and our labor warranty is one year. You were quoted your cost for the replacement glass and the labor to replace it. Again, we are talking about a 29 year old window that you have had use of for 29 years, you are not entitled to a refund. If you feel the quote for the repair work is out of line, you are welcome to seek out an independent glass ******* to perform the work. Or you can seek out another window company to replace the window entirely.Customer response
08/29/2021
Complaint: 15687278
I am rejecting this response because:if there wasnt a lifetime warranty on the windows why did they replace the two side windows when they rotted out. Why did they give a quote of ****** then change it to 1600.00
Sincerely,
***********************
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Contact Information
5304 N Milwaukee Ave
Chicago, IL 60630-1223
Business hours
Today,9:00 AM - 5:00 PM
MMonday | 9:00 AM - 5:00 PM |
---|---|
TTuesday | 9:00 AM - 5:00 PM |
WWednesday | 9:00 AM - 5:00 PM |
ThThursday | 9:00 AM - 5:00 PM |
FFriday | 9:00 AM - 5:00 PM |
SaSaturday | 9:00 AM - 4:00 PM |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.