Complaints

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• Initial Complaint

  Date:01/27/2025

  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 had *** ***** from Premier Window Systems install two windows. On the Window Specification Sheet under Special Considerations, it clearly states, "non-prorated transferable" and "Issue ****** lifetime warranty on frame, parts, seal, glass, breakage". I had 2 window panes fail on the front bow window. I contacted Premier Window Systems in September and told them the glass panes had failed. They told me to just send them the serial number and they would order 2 replacement panes. They came out on November 12th to replace the 2 window panes. One was replaced. The other was not because the installers said that they could not get the pane in the frame. They struggled with the first pane as well. They told my wife that the replacement pane was defective and they couldn't install it. We also showed him the rotting of the window sill filled with black mold. The installer said that the owner *** would come out to look at the window. He came on December 5th. I showed him the kitchen window and showed him the condensation on the window panes. I told him that none of the other windows are condensating except for the 2 new Alside windows. *** admitted that there should have been some type of "cap" insulation underneath that is standard so the sill wouldn't get so cold and the windows would not condensate. *** told me 3 times that ****** would not warranty the window, despite that our contract says there is a lifetime warranty as I specified above. After inspecting the window, and confirming that window frame was rotted, he told me that the window was unrepairable and needed to be replaced. I asked him what my options were, and he said that the window was unrepairable and needed to be replaced. He was not willing to cover the cost of a replacement window. He also said that ****** would not honor the warranty. I do not agree with his resolution due to the lifetime warranty. At this point I cannot get Premier or the window manufacturer to respond at all.

  Business Response

  Date: 02/13/2025

  I, as the owner of Premier Window Systems, went to the customers house on December 5th, 2024 with the manufacturer representative from ******. The lifetime warranty is from the manufacturer, and Premier Windows offers a 5 year workmanship warranty which expired in April of 2024. During the inspection, the customer informed us that he covered the seat of the window with a veneer to protect it from his pets. This veneer along with deep scratches and the use of blankets which prevented warm air from getting to the window seat, voided the manufacturers warranty. The rotting that came from the damage caused by these things, made the window bow and shift the glass frames causing seal failure.  The rotting that occurred, happened from the inside, out. There was no manufacturer or installation defect found upon inspection. Though Premier Windows warranty was expired, we still offered free installation if a new window was purchased. My recommendation if a new window was purchased was to make the bow window one inch smaller in height, and install a one inch Styrofoam insulation between the bow window and the stone ledge to help with some of the cold air transferred through the wood seat. The customer took this as an incorrect measure and installation error, but we have been in business for 26 years and installed hundreds of bow windows on top of the stone ledge. In his circumstance, this recommendation would help with his seat getting cold. I personally talked to the property owner on my cell phone, and he told me that he was calling the Better Business Bureau, and pursuing a civil suit. I told him at that point to contact our corporate attorney and gave him his cell phone number. Since this call I personally have not heard from him.  I feel like this matter should be taken up with the manufacturer, because I fulfilled my contractual obligation.

  Sincerely,

  *** *****