Hello Ron & Susan:
Thank you for taking the time to share your experience with our company!
First of all, we would like to thank you again for your business. The team here at Windowtech are very sorry to hear that your experience with us was not completely satisfactory. The main goal of our company is to achieve complete customer satisfaction. We will always stand behind the signed contract and the lifetime warranty that was presented and given to you after a detailed explanation about the written content in your contract.
Unfortunately, we, as a reputable and honest company (please read our reviews), will have to disagree with/reject your arguments. We always base issues on true facts and try to resolve them ASAP.
1. The original contract was signed by you and your spouse on April the 30st, 2013.
There is a very clear rule in our company - Before the contract is signed, the sales representative must explain in full detail all the contents of the agreement. Otherwise, mistakes are made which will cost us money!
The original contract states that you ordered a sliding patio door for your patio exit (it says sliding door in the contract). All sliding doors come with a sliding screen from the outside. Sliding patio doors do not have and cannot have any storm doors on them. We apologize if you expected something different however we did not make any mistakes regarding your order. For this reason, we go through the content of the agreement with you before you sign it. We have a variety of doors that are available on the market and would never give you something you don't wish to have!
2. On May 27, 2014 we received a call from you with an issue. You mentioned that the caulking around the sliding door is cracked. Within 10 days, a technician was sent to your house to fix the issue and you also signed the Satisfaction Report stating that there are no more issues!
3. During the cold period of time (October/November), we spoke with you several times in regards to a mysterious yellow spot on one of the windows and also a noise that you hear from one of the windows. We, as a responsible company, sent a technician to your house once more. When he came to fix the issues, there were apparently no issues anymore because the technician along with yourself couldn’t find any.
4. In regards to the “rusted” window, you are more than welcome to visit our factory to learn about the material that we use and watch the profile extrusion process. Our company sells products that are manufactured in Canada from scratch! From scratch means we make window profiles from 100% pure vinyl powder which is purchased from a company called “Georgia Gulf”. Although I have spoken to you over the phone and have sent you information about moisture in the house and how to prevent it, I’ll try to explain again.
Every house has moisture which is always trying to find a way to escape out to the cold weather.
In your case, the moisture can’t escape because during the window replacement we insulated the entire space around the window with foam. Therefore, the moisture sits on the glass and turns into a liquid.
If you don’t ventilate your house once in a while to let fresh air in and moisture out, the liquid on the glass will flow down and sit on the window frame. This liquid can stay for a while with no damage but if it is not cleaned and is left there for a prolonged period of time, it eventually turns into a mold (the yellow spot)!
Every time that you asked someone to come and fix your issues, (3 times in total) we sent a technician to your house as part of our lifetime warranty. We made no mistakes regarding your order and we gave our greatest effort to resolve all of your issues. Therefore, we must say, your negative review is not warranted. We do not believe that the quality of our products and services (with a total rating of 9.7 on homestars.com) deserve your inadequate rating of 0. This is not reflective of the actual quality of the products and services that we provide on a daily basis.
You are always welcome to call us with any questions or additional issues.
Thank you again for your business!
Reply created 27 Jan 2015
