ComplaintsforVinylmax Windows

• Initial Complaint

  03/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased 9 windows between April and October 2022. 3 of the windows did not have the proper size slides and were corrected. Unfortunately when winter arrived (20F) ice formed inside the 3 of the windows. Not normal condensation but ice up in the tracks, up the sides, with one even having an icicle hanging between the upper and lower sash. One window has a 14~ degree temperature difference when the curtain is shut completely compared to the room temperature. One window had to be covered in plastic because when the wind blew it would move the curtain, no furnace vent is within 10+ feet as the window is at the top of stairs on side of house. Three windows leak air at the corners including a picture window. These windows are worse than the ones they replaced based on gas usage over the winter and electricity usage last summer compared to usage with the old windows. I spent close to 8000 dollars for windows that do not live up to the company claims of energy efficiency and are poorly made. Warranty claim was sent back as condensation even though I included pictures of the icicle hanging and ice flows in the track and sides. Could not upload video of curtain moving to warranty claim but do have it. Replied that I would send it but no response from company.

  

  Business response

  03/10/2023

  Ms. ****** *eported sash play in June of 2022.  After sending our technician out for inspection it was determined that the sashes should be slightly larger in width so new sashes were made and installed in August of 2022.  In June of 2023 Ms. ****** sent photos to our warranty department showing condensation.  We responded that condensation is not a manufacturing defect and sent her information on condensation and it's causes. She replied that she would be sending a video but it was never received.  Our Warranty Service Coordinator has dispatched a technician to inspect the windows this week based on Ms. ******** additonal concerns.

  

  Business response

  04/17/2023

  ***** ****** reached out to us initially in July of 2022 reporting that some of her slider windows seemed to have too much sash play.  Our technician inspected her windows and determined that 3 of the sliders had sashes that were built outside the allowable tolerance, so we made 3 new sashes, and they were installed in August of 2022, no other manufacturing issues were identified.
  
  On 2/19/2023 The homeowner contacted our warranty department with complaints of condensation and sent pictures of an icicle forming on the exterior of the home.  The warranty department replied to *** ****** letting her know that condensation was not a manufacturing defect and sent her information about condensation.
  
  On 3/5/2023 *** ****** submitted a complaint to the BBB and we dispatched our technician for additional inspection.   On 3/7 our technician went back out to the home and did not observe any excessive air infiltration but noticed that the temperature inside the home was quite warm.  Our technician also noted that one of the windows was not caulked on the interior which could cause some air to come in around the window, but they would not know how it was installed behind the trim.

  Vinylmax windows have been tested and found to meet (or exceed) the performance levels specified in AAMA/WDMA/CSA 101/I.S.2/A440 for air leakage resistance.

  Condensation is not a window manufacturing defect; it is a common phenomenon with well-documented remedies. 

  The reported manufacturing issues were addressed, and our warranty obligations have been fulfilled. 

  Customer response

  04/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  these windows, when tested by another window installer, were found to not meet the specs listed on the label that is still attached. 
  In addition I find the comment about my home being quite warm utterly hilarious considering my thermostat is set to 64 degrees and has been all winter due to the fact I have a large furry dog that is comfortable outside when it’s 32 degrees or lower. At this moment it is set at 62. Once again the response from this company is full of lies to try deflect from a truly terrible product and lack of accountability when confronted with a dissatisfied customer who wants a refund. 
  the technician also saw that the window that did not have caulking on the inside had insulation that I put in along with the window plastic. Since this is the window that had the icicle hanging in the middle as well as the curtain moving condensation is not a factor. 
  Regards,
  ***** ******
  

• Initial Complaint

  07/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over a year ago, my husband and I purchased windows for the entire house through a company in our state that works with VinylMax. Due to the pandemic, the job kept getting pushed back and the local company would make us aware of it. Once the job was completed, there was still one screen missing and a sash was crooked, so VinylMax said they would be in touch and that the sash would be replaced. Months go by and we contact the local company asking about where supplies are. We gave A LOT of grace to them, understanding that there was a shortage, issues with supplies during the pandemic. BUT the issue that stands is the lack of communication between companies and with customers. My husband and I had to call VinylMax to get them to be proactive in ordering the screen and sash, then again to come to our house to finish the job. They came out to our house once with the wrong sash, then the second time the screen was broken when arriving. The job was finished after 10 more months.

  

  Business response

  07/26/2021

  Although COVID had a negative impact on how quickly we could complete this service, all warranty obligations were fulfilled.  A partial reimbursement was also given as our way to try and make up for delays, many of which were beyond our control.

*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. ↩