ComplaintsforDilworth Windows & Doors Inc.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased windows for our entire house in July of 2007. Our contract states that we have a LIFETIME WARRANTY on the Install and the Product. We have a window in a bedroom that has a broken seal - there are streaks running inside the glass window. This cannot be cleaned. We contacted Dilworth about a replacement window, using our Lifetime Warranty. They ordered the window and said that we would talk about the install. The window is in, and ******************* is requiring payment to provide the replacement. This happened once before, a couple of years ago, and they came and put it in. We had to get help from the BBB at that time, as well. They refuse to honor their warranties. NOW, we can pay $100 for the window and pick it up and install ourselves. This process is not for the lay person. OR, we can pay $290 and they will install it. What does my warranty mean if I have to pay? Their product is defective and my Lifetime warranty protects me! SO, I'm paying for the replacement window either way? Some Warranty!

  

  Business response

  06/12/2023

  Response to BBB complaint ID # ********:
  Timeline of events:
  1. Customer contacted ********************************************* on 4/4/23 regarding seal failure of the manufacturers product. Customer was informed that a service fee would apply either to pick up the replacement or to have it completed by Dilworth.  Requested pictures from customer received 4/5/23 and replacement parts ordered.
  2. On 4/14/23 customer informed of estimated date of parts to be received from manufacturer by 5/25/23
  3. On 6/5/23, email sent to advise customer of replacement product received and applicable service fees. Applicable fees are a $100 handling fee if they pick up the replacement and self-install or $290 if replacement installed by Dilworth employee.

  Background:
  Customer originally purchased product in 2007. Included with the product are the following warranties:
  - Lifetime Manufacturers Product Warranty which provides for the replacement of product or parts by manufacturer
  - 5 year Service Labor Warranty* labor provided for 5 years towards manufacturer after which a minimal service charge applies
  - Lifetime Installation Warranty provides a warranty against water and air infiltration as a result of installation
  
  *This warranty expired in 2012. Customer received service at no charge as recently as 2018, though a charge would have applied at that time. 
  

  The needed replacement part for the customer is available to the customer for the minimal service charge of $100 if they pick up the product and install it themselves. A charge of $290 will apply if they require Dilworth to install the product.

  The seal failure of the product is part of the manufacturers warranty; it is not a result of a faulty installation.

  Please see copy of the customers original warranty, which was provided in 2007 and which addresses these issues.

  The customer is not paying for the replacement, but the labor fee associated with procuring and providing the product to the customer. 

  Customer response

  06/12/2023

   
  Complaint: 20147264
  
  I am rejecting this response because:

  Dilworth Windows is very good at twisting words to their advantage.  As you can see from our attached contract, there is a LIFETIME WARRANTY ON INSTALLATION AND PRODUCT.  A warranty on product does not mean that Dilworth can use that warranty to make a few extra dollars.  That is what is happening here.  They are refusing to honor the warranty, when this is a manufacturer's problem and cost Dilworth nothing.  We should be able to pick up the replacement window at no charge.  Dilworth represents Sunrise windows when they enter a home - they are their agent.  Dilworth is the writer of the contract and the guarantor of the warranties.  Dilworth answered the phone and ordered the window off our original order because the sticker on the window was no longer readable.  Now, they are requiring payment for that?  That is what the warranty entails!!!!!  Order the window and get it to the customer.   How else would they honor the warranty???  As I have said before, they are quite skilled at twisting words.  BUT, is that the sign of a good and honest business?  We expect to be able to pick up the window with no hidden fees attached.  The warranty means NO COST TO THE CUSTOMER!

  Sincerely,
  
  ***************************

  

  Business response

  06/19/2023

  Response to BBB complaint ID # ********:
  ********************************************* has no need to twist words or use a warranty to make a few extra dollars.

  As per the customers contract, the product purchased was Sunrise Premiere. As clearly noted on the previously attached copy of the Installation & Labor Warranty for Sunrise Products, see the following verbiage taken directly from that document, provided to the customer in 2007:
  "Premiere Series, 5 year limited labor warranty towards the Manufacturer Warranty. (after 5 years, there will be a minimal service charge)

  We are honoring, and have honored the Manufacturers Lifetime Warranty and there is no charge for the product replacement. The issue with the product in question is not a result of faulty installation, so the Lifetime Installation Warranty is not applicable.

  Since the labor associated with this request is beyond 5 years after 2007, and we provided another replacement in 2018 at no charge, we are requesting receipt of the minimal service charge as applicable per the warranty.

  Please note the verbiage directly from the Sunrise Windows,Ltd., Warranty under Procedure: All claims should be made to the installing contractor. LABOR is not included in this **************** Window & Patio Door Warranty. The installing dealer or distributor may charge labor fees to perform any warranty work.   See www.MySunrise Warranty.com

   Again, the customer is not paying for the replacement, but the minimal service charge associated with procuring and providing the product to the customer. 

  Customer response

  06/20/2023

   
  Complaint: 20147264
  
  I am rejecting this response because:  I am seeing the company we are dealing with  - hindsight is always 20/20.   As a business, the only thing you have, at the end of the day, is your reputation.  Well, Dilworth's reputation is laid out here for all to see. 

  Our issue is a PRODUCT WARRANTY.  I'm wondering what your definition of "lifetime" is.  You spelled it out on our contract when we purchased a houseful of windows. You'll say anything for the sale?

  There is no labor involved on your end.  I guess you call answering your phone "labor."  You answered the phone and contacted Sunrise Windows to order the window.  Your labor?  Are you kidding?  You must really be hurting for business/money!  We are willing to just pickup the window but you see dollar signs for DOING NOTHING!  Sunrise honored their warranty and Dilworth is out to make an easy buck!  Again, reputation!  
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩