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Business Profile

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SilverLine Exteriors
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:14/11/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Glass seals have moisture inside the glass. Weather strip does not seal properly. Frame for the doors are not level , hence doors will not line up properly . The door company will not fix any of these problems.

    Business Response

    Date: 21/11/2024

    Dear ********************* order, completed in 2021, included one door and one window. The issues raised are related to the door. the total cost for the door was $9,462.84 plus GST. The door was supplied by ********, a third-party supplier, and Silverline was only responsible for the installation. As per our agreement with Mr. ****** dated September 22, 2021, there is a limitation of liability regarding issues arising from materials or products manufactured by third-party suppliers (refer to the agreement, back page, section 11 b).

    Addressing the complaints:
    1   Moisture inside the glass seals
    This issue falls under ********* warranty. Mr. ****** was aware of this and submitted  two times warranty claims directly to them in the past. Codel, ********* dealer, replaced two times of door slabs already. Mr. ****** submitted another warranty claim last month. Codel's final conclusion, as stated in their correspondence, was that the "fogginess" on the glass is not due to a "seal failure" but is caused by direct sun exposure. They mentioned that this issue is more common with textured glass when exposed to sunlight (refer to the attached email for details).
    2   Weather strip and frame alignment issues
    Our technician addressed this on November 20. Feedback from Mr. ****** after the service stated:
    "The technician was very impressive, corrected many deficiencies that the previous technician did not address. The door and weather strip are much better. Although the workmanship is still poor, the technician was thorough and did very good work. Much appreciated!"
    This confirms that the second issue has been resolved to a satisfactory level.

    Additionally, during the service, our technician inspected the glass and confirmed it was clear, with no signs of "fogginess" or "steam." Attached photos substantiate this.

    In conclusion:
    Issue 1: This is not Silverline's responsibility as it pertains to ********* warranty. ***** has already addressed it, and their conclusion indicates no manufacturing defect.
    Issue 2: Silverline resolved this issue through a service visit on November 20.

    We believe we have addressed and resolved the concerns raised by Mr. ****** to the best of our ability within the scope of our responsibility.

    Customer Answer

    Date: 28/11/2024

     
    Silverline responded to the weather strip problem, but have not addressed the moisture in the doors glass. When the sun shine moisture appears in the pains of the glass indicating that the glass seal has leaked . This needs to be fixed
    Thanks **** Purdom 

    Business Response

    Date: 09/12/2024

    Dear ******************* this matter, as mentioned in our response on Nov 27th:

    The door was supplied by Trimlite, a third-party supplier, and Silverline was only responsible for the installation. As per our agreement with Mr. ****** dated September 22, 2021, there is a limitation of liability regarding issues arising from materials or products manufactured by third-party suppliers (refer to the agreement- file 1, back page highlighted section 11 b)

    Mr. ****** was aware of this and submitted  two times warranty claims directly to them in the past. Codel, ********* dealer, replaced two times of door slabs already. Mr. ****** submitted another warranty claim last month. Codel's final conclusion, as stated in their correspondence, was that the "fogginess" on the glass is not due to a "seal failure" but is caused by direct sun exposure. They mentioned that this issue is more common with textured glass when exposed to sunlight (refer to the attached email-file 2 for details).

    Moreover, during the service, our technician inspected the glass and confirmed it was clear, with no signs of "fogginess" or "steam." Attached photos (file 3 and 4) substantiate this.

    In conclusion: This is not Silverline's responsibility as it pertains to Trimlites warranty. Codel ******** dealer has already addressed it, and their conclusion indicates no manufacturing defect.

    We believe we have addressed and resolved the concerns raised by Mr. ****** to the best of our ability within the scope of our responsibility.

    Customer Answer

    Date: 13/12/2024

     
    Complaint: 22547577

    I am rejecting this response because:

    Sincerely,

    **** ******

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