ComplaintsforClearview Windows, Siding and More

• Initial Complaint

  03/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ClearView Windows installed brand new windows in my home on 5/27/22. I paid $6,600.00 for the installation. When the weather got cold I noticed a lot of draft coming in through the windows. I called the company and they came to my house on 10/18/22 and made adjustments to the west windows. They also did some caulking. I was still noticing drafts and on 11/21/22 the company came to my home and did more caulking. My home continued to be cold and drafty. On12/19/22 ClearView came out and removed the wood trim around the windows inside my house and added insulation around the living room and bedroom windows. They did more caulking. My house continued to be cold and drafty. I complained to the owner again. He would not do anything more for me and referred me to the manufacturing company. ************* a technician from *************************** came to my home on 2/6/2023. He measured and inspected 2 of the windows and said they are within specs and told me there was nothing he could do. But he could check to see if there was a thicker wool pack that he could send. Although it may not help and I would be responsible for the installation. He told me to take a video of the draft coming from my windows using a match or lighter. I took videos of the draft and sent it to ************* and the claims representative handling my case ***************. Neither person responded to my video. The claims lead sent me documentation on air infiltration and wool pack along with a ******* video on how to install the wool pack. I told the rep that none of this is acceptable and if they did not resolve my case I will contact a TV news station and seek legal advice. The rep replied back that her supervisor reviewed my complaint and there was nothing they could do and they were closing the case. I can submit video if needed.

  Business response

  03/22/2023

  The windows installed in *************************** home are not the cause of the cold air infiltrating her home. We are a professional installation company and have been in business for over 17 years. We take great pride in not only doing our work, but doing it correctly. As she stated we had been over there 3 separate times to assure her problems were not coming from the windows. Every time she contacted us we responded promptly ready to help. To do this we have re-caulked all lines around frame to guarantee proper caulking, also we have removed trim work to re-insulate windows to guarantee proper insulation. The windows are installed 100% correctly and insulated properly. When she was still dissatisfied, she reached out again blaming the quality of the windows. From this point we reached out to the window producer Silverline. They took matters into their own hands to examine the quality of the windows and if they were installed correctly. **********'s representatives came to the same conclusion as us that the windows were installed correctly and that there was nothing defective in terms of the windows. We have taken every step to attempt to resolve her issues. Unfortunately, the cause of air infiltration is outside of our expertise and we cannot provide anymore definitive answers regarding the air infiltration into her home. 

  Customer response

  03/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I knew I was in for a bad experience with this company when I asked for.a new back storm door and received a new front storm door.
  The windows installed in my home ARE the cause of air infiltration in my home. The draft comes in along the sash and I have video showing how cold air blows in when holding a lighter along the sash, the flame flickers and moves. The draft also comes in along the seams where the windows slide up and down. The Silverline tech who visited my home asked me to take these videos and send them to him. I did and he did not respond. I also sent video to the claims lead.
  The men that came and did the installation were very polite and professional and I was always nice to them. Nothing against them, but why did it take 3 trips to my home?  And on the third trip why did I have to suggest adding more insulation around the windows
  I am still trying to understand why a professional window installation company does not have any expertise with air infiltration since it involves windows. If Clearview or Silverline does not take responsibility for this who does?
  As for the quality of these windows, I give them a poor rating. The screens are very flimsy, something like I have never seen before and they latch poorly. One had to be fixed. A couple of the plastic pieces that latch out to prevent the window from opening all of the way were missing and had to be installed. These issues were resolved on visit one. The mitered seams of the frames are molded together unevenly and look like they have small cracks in them. I am concerned about them especially since vinyl shrinks (considerably) in cold weather and expands with heat. The outer vinyl trim around the glass is either partially miterer or not mitered at all and it looks sloppy. One section is warped away from the glass and will probably eventually crack and break off. I asked the technician about it and he said it was standard.
  The last time I spoke with the owner about these windows, I told him that I needed this resolved. He YELLED at me and told me that they would get this resolved and hung up on me. That was extremely UNPROFESSIONAL business etiquette. You do not yell at a person who just spent their hard earned money on windows that they thought would provide a comfortable living environment. When instead I paid $6,600.00 to now have a cold, drafty, uncomfortable home and a much higher heat bill! 
  This whole thing is a horrible nightmare for me. People need to speak out about these things when they happen or it will get even worse!
  
  Regards,
  
  ***********************

  Business response

  03/27/2023

   I am reaching out to find out the next steps necessary for the complaint received. Our stance on the issue has not changed, and am trying to find out if we need to respond to the now second complaint. It claims "the consumer does not find your offer satisfactory". We have nothing left to offer this consumer. We have attempted to rectify the situation multiple times. After not believing our professional opinion on multiple occasions, we turned it over to the window manufacturer to inspect the window quality and installation preformed by our company. Silverline came to the same conclusion that the windows were not defective in any way and that they were installed properly. We have nothing left to add as we have done everything in our power to make this consumer happy. Thank you!
  
  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. ↩