ComplaintsforBrothers Home Improvement, Inc.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a contract with Brothers windows and door to replace my existing windows and two patio doors. This company use Ply Gem Products and I have a written life time warranty of their products by Brothers. Soon after the installation, during the first rain every windows and the exposed patio door leaked. The water damaged my surrounding dry walls too. They re-caulked the windows which stopped the water penetration but the the patio door continue to leak from several places. The patio door weather stripping was also defective and they promised a replacement. The patio door continue to sag and now it is difficult to close. The weather stripping has NOT been replaced either. ********* service technician informed me that this door has manufacturing defects and it has to be repaired by Ply Gem folks. Needless to say, no one ever came to fix it. It has been a year now and my patience is getting then. Please assist. Thx.

  

  Business response

  05/05/2022

  With all the Covid staffing shortages, and supply-chain problems, the quality of the PlyGem swing door was not up to the manufacturer's normal standards.  Because these were manufacturing defects, when the problems came up, we escalated this to PlyGem (the manufacturer of the swing door).  Unfortunately, with their staffing problems and parts shortages causing one delay after another, they just kept putting us off, time after time, until the customers patience was simply exhausted. At this point we took over the service.  On May 3rd, 2022, we were able to resolve the issues to the customers satisfaction.

   

  Brothers Home Improvement, Inc.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, in December of 2017 we had 28 new retro fit windows and 1 slider door installed by Brothers Home improvement. They stated the windows have a lifetime warranty. During the installation process we questioned the large gaps between the old and new frames. They assured us it was the correct process. In December of 2017 the slider door leaked and abundance of water during a rain. the ordered a larger door that fit tighter and installed it. In February of 2021 a window started leaking during a rain. Hey stated it just needed caulking. In October of 2021, the same window started leaking again and my wife located numerous windows were the sheetrock inside were soft. Looking behind the sheetrock, we located what tested positive a black mold. We contacted the owner (*************************) and he advised us he would "do whatever it took to make it right." in December of 2021 another window started leaking a lot of water during a rain. I found the manufacturer It appears almost all of the windows have some amount of water that has gotten to the inside of the home. We have had 4 contractors and several window companies come and the all have told us all of the windows need to be replaced with new construction windows as the existing frames are damaged. they also stated the sheetrock need to be replaced, and all mold located needs to be properly removed. The owner is now wanted to have an expert water contractor come inspect the windows. He tried to have a family friend come give his opinion, however, we advised him that would be a conflict of interest. He told us he is not exactly sure what needs to be done despite us having numerous contractors tell us the same thing. At this point it seems the owner is not willing to "do whatever it takes to make it right." Please help us get our home to be safe to live in without mold or water leaks. We also have dozens of pictures prior to the windows being installed, during the installation process, and with the damage.

  

  Business response

  05/02/2022

  Dear ********************,
  
  To start, I would like to apologize for the negative experience during your window project.  Here at Brothers Home Improvement, we pride ourselves on our customer service and strive to do the right thing under our contract ensuring our customers are happy and satisfied with our product.  Unfortunately, this was not the case with your window replacement.  However, since this has been brought to our attention we have been completely attentive to each of your concerns, and have gone above and beyond to accommodate your needs and schedule.   ************************* and ***********************, owners of this company, were there personally at every appointment to make sure we paid full attention to your concerns. Despite our efforts to rectify the situation it seems we have come to an impasse.   
  
  
  We have been in business as a strictly retro-fit window installation company since 1994.  We have the experience to see the potential damage a retro- fit installation can cause to a home in many different environments.  We feel that your claims that a retro- fit window installation can cause such extensive damage to your outer and inner walls are extremely unreasonable.  The minor gaps in the sealant from the shrinkage of the initial application is hardly the cause of the damage that you are claiming.  We apply a double sealant penetration from the exterior of the home that seals the old and new frame along with a perimeter bead of sealant on the exterior from the retro-fit fin to the stucco. 
  
  
  We have offered to have a third party installation company remove and reinstall new windows where you claim we have improperly installed windows.  We have inspected your existing frames, and there is no damage created by our installation that has lost the integrity of the initial flashing and sealant of the original window to the structure.  That is why we do not believe your request for a complete new construction method of installing new windows is warranted. 
  
  
  We were hoping for a swift and fair resolution to repair your home.  Like ***** expressed, we want to do what is right but we also have legitimate concerns that your claims have reached a point of excessiveness.  Now that you have initiated legal counsel, progress towards a mutual agreement has obviously stalled. You have rejected our offers to fix the situation. Currently we are waiting to hear from you on how you would like us to make things right, within reason.  
  
  
  If you would like to talk to me personally, please contact our office.  I am more than happy to set up a meeting and speak to you and your wife.  I believe an in-person meeting can warm up the environment to come up with a mutual agreement rather than continuing emails and bad reviews across the internet.    
  
  
  
  
  Sincerely,
  
  
  E. *****************************
  President, CEO
  Brothers Home Improvement.

  Customer response

  05/02/2022

  I am rejecting this response because: Brother's Windows has not inspected our existing frames and done due diligence to prove their windows are properly installed, not causing the water damage that is in and around the windows both interior and exterior of the home. We waited from October 2021 until February 15, 2022 to have their consultant Axis come to our home to do a visual inspection. Nothing further. No testing of the seals. No inspecting of the window installation. No water tests. Nothing. He didn't inspect the 2nd story exterior windows. He shoved a putty knife in windows through the spaces of the fins and also through any sealant on the outer fins and took some pictures. That was the extent of the inspection. We have two videos of water coming through the interior of our home through the Brother's windows between the two frames. The exact same leak as our Patio Slider in 2017 immediately after installation during the first rain. We have video of water pouring out of the foam that fills the spaces between the frames. We have pictures of the windows not being flush, crooked, pulling away from the stucco, and sagging. There is not 3 barriers of protection. ******* has not been out to our residence to inspect the windows since he came in 2018 to address the loud popping and cracking coming from many of the windows in which ******* and Ralphs solution was to cute the exterior frame pieces. It didn't solve the loud popping and cracking that occurs and wakes us up every morning for hours on end. We have videos of that. We have endless photos of the water damage and mold in and around all of the window corners and *****, including the windows that actively leaked in the videos sent to *****. We have also done our due diligence by hiring other reputable companies to inspect our stucco and roof, as well as do some water testing to ensure we don't have a different leak source. No leaks anywhere but the windows. Everything and everyone else's opinions are the windows. Axis did mention that there was damage around the windows that wasn't there prior and that 5 windows needed to be replaced and the slider door that has already been replaced twice by Brother's windows from the first installation to the replacement when it leaked due to faulty installation and incorrect measurements like many of the windows. They also damaged our stucco around the slider door during the 2nd slider installation and didn't patch or fix it. We have those pictures too. We have orange stuff growing in and around the windows that wasn't there over a year ago. It just started showing up and is spreading. ***** claims its from the foam residue. Why is it now showing up a few years later and orange and also spreading in and around the windows. The only logical explanation is if its foam residue that its from all the moisture from the faulty windows leaking. Why is it orange? The foam is blue/**** not orange. Axis stated that there are other windows that show water damage but because we added a solid patio cover with metal redwood header and flashing underneath the stucco when we opened it up to make sure nothing was wrong with the stucco of our home causing leaks. Homepro found zero issues with our stucco, no leaks in the paper, and no leaks where the old pergola was. They documented everything and took pictures of everything. We wasted $10k ensuring it wasn't an issue with our home other than the terrible windows. We also paid for testing of mold and water testing. We had them install the header and flashing to ensure any water to run off onto it to avoid any potential water hazard since they were opening up the wall to try rule out a leak source anyway. Axis said due to this that we are ok now to leave the faulty installed windows and not take care of the water damage to the windowsills, the drywall in the corner of the windows, and the ceiling below the master bedroom. Brother's agreed to only fix 5 windows even though most are installed improperly and many more than that are showing water damage only in and around their windows, many have sagging and gaps, many make loud popping noises, and have stretching and bubbling of the seal around the frames. We have had many different window companies here inspecting the windows and they all tell us they look like improper installation and poor workmanship. There wasn't a contractor or management on site when the windows were installed. One of the men was new and fired. The other supposedly has been with the company for 20 plus years, however, the patio slider he installed solo (we have pictures of that day with him doing it) and it leaked first rain. He also installed all the master bedroom windows that are now needing to be replaced per Axis. Not to even go into the terrible mess left at installation and the caulking job that looks like a kindergartner did it. Sloppy work. Axis's visual inspection was not thorough and proves absolutely nothing as to the integrity of Brother's Windows. We have evidence upon evidence and now after waiting until April to get their "visual Inspection" and hiring an attorney we are continuing to have to prove up and pay to deal with their terrible workmanship. We are currently displaced out of our home due to the mold tests that came back from the hygienist including samples directly from the window corners. Brother's has not attempted to repair their poor installation or the damage it has caused to our home. It's insulting how they've handled all of this. 

  
  

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