Complaints

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• Initial Complaint

  Date:05/29/2024

  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.

  Proposal was 10/4/2023 We had new windows put in on our first floor in January 2024. The windows leak air and *** Seamless has come out many times to try to remedy the situation. They have added some foam air stops and other weather stripping. The representative from ********************** says the windows are doing what they are supposed to. We then had a couple windows leak water. They came out and did some wrapping around the windows. It continued. I had a siding company come out and they said a flashing needed to be added and the window is not level but tilts in a bit. It will cost $105 per windows to add flashing.

  

  Business Response

  Date: 05/30/2024

  To whom it may concern:

  I have been in the window and siding business for over 30 years.  Of the thousands upon thousands of windows that we installed, this would be the first case of a window causing a leak inside a house. Our job consisted of a removing the old windows, installing new windows into the existing openings, installing new jambs and trim, and re-cladding the exterior trim from the new windows to the siding.  The windows were installed with attached nailing fins which were then sealed and taped.  The area between the new windows and existing studs was filled with low expansion insulation/sealant and the new prefinished jambs and trim were installed.  We then clad the exterior trim from the new window to the existing siding with aluminum (this is done for aesthetics only, the window is already sealed).    A few weeks later we were notified by ***** that the windows were letting air in.  We went out a couple times to figure out why.  The installation was perfect, and the windows looked perfect, but we found that the factory had missed an easily added foam air block under the sash vents.  This issue was corrected immediately.  The following week, ***** notified me that a couple windows still seemed to let some air in during heavy winds.  Please keep in mind that this is barely enough air to move tissue paper that is taped over the meeting rails.  We went out and inspected all of the weatherstripping, and added weather stripping pads to the corners of the meeting rail interlocks (totally normal in this industry as all windows use weather stripping to try to keep air out).  We also had the factory service manager meet with her husband and check out all of the windows.  He determined that every window is absolutely and perfectly meeting industry standards.  He explained to the homeowner that although we do our best to make windows airtight, there is no operable window on the market that is airtight, it just can't be done.  Our window ranks much higher in air infiltration tests than most premium windows on the market.  The next issue was water leaking in around 2 windows from inside the wall.  ***** had loose fitting vinyl siding installed prior to our window installation.  The first window already had the drywall removed and we took pictures of the black mold and rotting wood that could only happen after years of water leaking into the wall (photos attached).  There was also a door above the window that was not flashed and permitted the water to run into the wall.  The homeowner admitted that was a problem. We removed siding above the front window and found that the company that had installed the siding did not install any moisture barrier/house wrap or tape any seams on the fanfold underlayment.  The photos also show that the fanfold underlayment was installed so poorly that there are very large gaps, cracks, and even overlaps in the underlayment.  This will cause the water that runs behind the vinyl siding to actually go behind the underlayment and into the wall.  That is why we use house wrap, weather stripping tape and flashing when we install siding.  Our windows are installed perfectly into the openings and will not let any outside water into the home.  Installing a window will not do anything to stop water that is already running into a wall.  When water leaks into a wall, gravity will bring it down until it hits an obstacle to redirect the water (in this case the water hits the top frame of the new window which will not allow the water to pass so it will finally push around the window frame and leak out of the trim.  The flashing that the other company spoke of would be absolutely unnecessary if they would have installed house wrap or even taped the underlayment seams (I strongly suggest both).  If my siding installers would have done that to a house, they would be terminated, and I would remove the siding, seal, flash, house wrap, and reinstall the siding.  If the previous siding company refuses to correct their mistakes, the only way that I can see to solve this problem is to remove a few pieces of siding above every opening on the house, cut out the underlayment, install and tape flashing, reinstall the underlayment, tape the underlayment, and reinstall the siding.  As my track record shows, I take care of my customers.  If we do something wrong, we work until it is corrected.  I have no problem admitting my mistakes and do whatever I can to keep my customers happy. In fact, we installed the same windows into *****'s parents' house over 10 years ago and they were so pleased that we just installed a few more for them last year.  If this problem had anything to do with me, it would already be corrected.   I wish I could be of more help.

  Sincerely,

  ***** Lutz

  Owner, Home Specialists/ABC Seamless