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:05/22/2023

  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.

  In 2015 I purchased a very expensive patio door from this company. The reason I bought this door was because my old patio door would have ice in the tracks of the door. Since then I've had the company come out to service the door and each and every time it rains or snows, I have ice in the tracks in the winter and puddles in my kitchen when it rains.The door has a "lifetime" warranty but the warranty is null and void if there is condensation affecting the door. On May 17,2023, two service techs came out looked at the door and said my large puddles in the kitchen, with a new floor was due to condensation. I asked about the ice in the winter and their excuse was that the patio door is on the north side of the house which is the coldest and I should expect ice. Since November, I've had three service people from the company look at the door and it's still not properly fixed. I have a video of the puddles. They refuse to properly fix the door or replace it. I've talked to other companies recently and they said that should not happen especially with a new door that cost $6,000 .

  

  Business Response

  Date: 05/23/2023

  Thank you for sharing the complaint from ********************. Weather Tight has reviewed his file and would like to provide a response regarding this complaint.
  
  While we understand Mr. ********* concerns, there are some items within his complaint that were not mentioned as we have been in communication with him.
  
  ******************** did company our company regarding concerns about his patio door. The initial inspection occurred in person by our company in early December.At that time, given the weather in ********* in December, it was agreed upon between Weather Tight and ******************** that we would reset the patio door in spring, when the weather is warmer. ******************** agreed to this timeline.
  
  On May 17, 2023, Weather Tight conducted the agreed upon spring inspection. It was determined at this inspection that the interlocks needed to be replaced as well as some recaulking that will be performed as a preventative step. The paperwork and feedback was provided back to our office from this inspection.
  
  On May 18, 2023, Weather Tight ordered the required materials to provide resolution to the customer.
  
  As normal processes and steps, once an order is placed with our manufacturers, they send us an acknowledgement of the order as well as the tentative delivery date from the manufacturer. This can take up to a week before we are able to determine ship date. As of today, May 23, 2023, we are not quite at that week mark.
  
  This service is ongoing and we have been working with the customer, as he has agreed with the spring timeline. We have been willing and accommodating to assisting this customer with his concerns. Although condensation in certain circumstances does not always equate to a manufacturer defect (extreme cold temperatures, humidity levels in home, placement of the heating vents, etc),extreme condensation is unusual and that is what we are attempting to rectify with the customer. We have by no means walked away from this or refused servicing the lifetime warranty- as we are in the process of this now and we have been since his initial call into our office in November of 2022.
  
  ******************** has filed complaints on multiple channels, and while we understand his frustration, we are confused at his claims that we have not been willing to help him or work towards a resolution. We do have documentation of our timeline and would be happy to provide this as needed. At this time, there is no refusal on our end to assist this customer in resolution. Due to the nature and vast areas that he has filed complaints with, we had one of our Senior Leaders reach out to ********************. A visit is scheduled for tomorrow,May 24, 2023 to address any issues Weather Tight is not aware of. We are slightly taken aback by the claims ******************** is making, as we are more than willing to come to a resolution with him.
  
  If there are any items missing or any documentation needed from our organization,we would be happy to provide that. At this time, we are requesting that this case be closed as stated, we are working towards resolution and customer has been made aware and agreed on all timelines.