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Business Profile

Windows

Thermal-Gard Building Products Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:07/08/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Purchased Windows made by Thermal Gard. These windows have failed and are leaking between the glass panes. I have a contract that says I have a lifetime warranty on these windows. I contacted Thermal Gard this morning to find out who would be able to do the warranty work as the original installer is no longer in business.

    Their response:
    1. We can't help you we don't do business in your state.
    * How can that be when I have your windows?
    2. That must have been with the previous company, Thermal Gard was sold in 2004.
    * Windows were purchased in 2008.
    3. You can go to Strybuc.com to buy new hardware.
    * They don't carry anything by Thermal Gard related to my windows and the issues I'm having.
    4. We can ship you a replacement sash if you give us the serial number and lot code, but it will come damaged. You'll have to pay for the sash and the shipping.
    *so do I translate that as "pound sand"?
    5. You can go to a local glass company to buy a replacement glass pack.
    * so no honoring your warranty...

    Business Response

    Date: 07/08/2024

    The company that the gentleman purchased from that was the local distributor in Nebraska has gone out of business. I have attached Thermal Gard Building Products, Inc. warranty. He may get the glass from us no problem. He would need to pay for the shipping and handling and to have someone install this. *** ******** may call ************ and ask to speak with Lindsay or email at ************************ She will be able to handle the issue. He will need to provide the sticker information from the window that is having the issue. The information is located in the master frame of the window. When you take the top sash and slide it down or tilt it in towards you like you were going to clean it. There will be a white label with two rows of numbers no letters. Around 30-50 numbers. This information will be the most helpful. If there are any other questions, please reach out as stated above. 

    Customer Answer

    Date: 07/18/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution sounds satisfactory to me.  I will reopen or submit a new claim if ThermalGard doesn't live up to their response.  




    Regards,



    **** ********

Thermal-Gard Building Products Inc is BBB Accredited.

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