Complaints

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.

• Initial Complaint

  Date:12/18/2023

  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.

  I ordered to replace 11 windows and 1 patio door from "Imperium Vinyl Windows & Doors", looked at the specification and those were good for residential installation and offering lifetime warranty. These new vinyl windows and door were replacing 25 year old windows and door primarily due to noise concern. We started seeing issues after installation on 07/11/2023 1. Screen in patio door was loose and came out in just few days, when we contacted the business to fix this, owner and his employee blamed the poor handling on owners part. We never had this issue with a 25 year old screen door. He reluctantly came and fixed it but threatened to charge if it happens next time despite of these products being in warranty. This happened again after some days but I didn't call this business and I fixed it myself and no issues after that.2. These new windows started getting more noise in the house compared to old ***************************** and when I reached out to business owner and requested to look at the possible issues, he and his employees responded very rudely and blamed the walls and everything else for the issue and refused to investigate or look at the concern. Upon much insistence, ***** from Imperium Windows came over with owner to look at the concern, I tried to explain that these windows should reduce the noise from outside compared to old one but instead letting more noise inside and this could be a potential issue with installation or something else. No solution was offered and they claimed that everything is in order and nothing can be done.I would request to verify the installed product against the specification as I suspect that an inferior quality product was offered by window manufacturer which doesn't meet the specification shown in paper. Also, there is a good possibility of poor insulation while installing these replacement windows which I requested to do properly during installation but ***** from Imperium windows threatened to charge more for the good insulation

  

  Business Response

  Date: 01/10/2024

   

   

   

  We reached out to **************** when we were notified of an issue with a faulty screen door. Upon investigating the matter in person, we discovered that our team had communicated to **************** the importance of proper use and handling of the screen door during the installation process. However, it appears there may have been a gap in translating these instructions into practice. **************** claims that he was threatened when improper use was mentioned to him but its not in our company values to threaten or make clients feel bad when improper use is not followed.

   

  He was advised that although we stand by our lifetime warranty, misuse and/or damage by not covered under warranty will incur a replacement or service fee. **************** used the word threatened in his complaint, we are sorry he felt way but our intention is always to inform the customers of any future charges not covered by warranty.

   

  The second issue brought up by **************** was the noise problem with our products. Our windows and doors, certified by the ************************************ (NFRC) and the ************************************************ (AAMA), undergo rigorous testing to ensure they meet industry standards for structural, energy efficiency, durability, and performance. We are proud of our manufacturing process and quality control that allows us to have these certifications. While these certifications do contribute to noise reduction to a certain extent, it is important to note that our products are not explicitly designed or marketed as noise-canceling or noise-proof.

   

  Noise reduction is indeed a positive feature of our certified windows, and they are engineered to minimize outdoor disturbances. However, it is essential to understand that complete noise elimination is a complex task, and achieving it would require specialized materials and construction methods that go beyond the scope of typical residential windows and doors.

   

  We do not advertise our windows and doors as having noise-canceling certifications. Also noise reduction capabilities can vary based on factors such as the type of noise, the frequency, and the surrounding environment.

  **************** also claims our products are faulty due to faulty installation, our installation process adheres to industry standards and certification recommendations, particularly in weatherproofing and the use of insulation foam. Our procedures align with these certifications:

   

  1.            Weatherproofing: Our installation process follows the guidelines set forth by certification bodies, such as the ************************************************ (AAMA), ensuring that the windows and doors are securely sealed against the elements. We employ certified weatherstripping techniques and high-quality sealing materials to prevent air and water infiltration, meeting or exceeding certification standards for weather resistance.

   

  2.            Insulation Foam: We use ******************** foam during the installation process to enhance energy efficiency and thermal performance. This foam is specifically designed and tested to meet industry standards and certification recommendations. It aids in sealing gaps, reducing drafts, and contributing to the overall insulation of your home.

   

  We believe **************** was expecting complete sound proof windows when in reality we dont offer, advertise or sell such products. We recommended other options such as foam wall insulation to improve sound proofing, but all recommendations were not satisfactory to ****************. He had made up his mind the products were faulty. We stand by our products and our installation that meets and or exceeds industry standards and certifications required by the *******************, AAMA and NFRC. We also have and will continue communication with **************** to resolve his concerns.

   

   

  Imperium Windows & Doors Inc.