Complaints

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• Initial Complaint

  Date:05/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Modern Windows had installed 10 windows in my home in 2016 approx. They sold their product with the warranty of life time replacement and warranty would transfer to new owner if home was sold as well. This past winter during the Blizzard the inside glass on picture window sustained approximate 4 inch crack. Then with one of the heavy wind storms crack then extended to approximately a 22 inch. When I called Customer Service they took down my info and called me back rather quickly and explained to me that unfortunately the manufacturer of the windows that they have dealt with for the last 25 plus years had gone out of business during COVID so warranty was no more! But they offered to replace just the glass at "their cost" and I would need to pay the labor and half due when they come out to measure the glass! I feel that as a business they should carry this warranty just as much as the product they were backing and chose to sell to their customers!

  

  Business Response

  Date: 05/11/2023

  Retail sellers and contractors who either sell or furnish and install  any separately manufactured product do not have the obligation of carrying the cost of repair or replacement should said manufacturer cease operations. It is of grave concern to our company when a manufacturer goes out of business primarily because we are a very customer-centric and service oriented organization that takes care of its customers 100% of the time to the best of its ability. However that ability stops short of assuming the burden of the costs associated with warranty takeovers in cases such as this simply from a cost prohibitive basis.  Even offering replacement products to furnish and install at our cost is a loss to the company because the act of doing so takes up operating expense and time slots taken for no gain or profit thereby losing revenue.  The act of assuming the costs associated with manufacturers warranty issues as a general policy would literally put any small to medium size business out of business and would thereby leave customers with no option but to purchase a replacement product from someone else at full price. So in effect, our offer to furnish and install at our cost is a cost saving policy in and of itself. This is not the only incidence wherein service has been required under the same circumstance but we have been very fortunate and thankful to the great majority of customers who understand our predicament. We as a company apologize to this particular customer and can only hope that, on reflection, they come to realize and understand our position. Since the cracked window seems to be weather-related (from reference to the blizzard and heavy winds) we would be more than willing to work with this customer to apply for homeowners insurance coverage which may help with or totally cover the costs associated with this service.