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Complaint Details
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Initial Complaint
06/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
After contacting ERG multiple times since April 2024, they have not provided any updates on when and how the windows and patio door will be repaired. Outside windows and patio door frames have faded. Frames were brown and now have faded to green. One window when tilting in to clean comes off track. On another window, the caulk has cracked which has caused interior wall bubbles. Windows and patio door will need to be repaired or replaced.
Business response
07/22/2024
Our production team was in contact with the Washingtons prior to the complaint being filed to discuss the fading issue and let them know that we had to file a service request with the manufacturer for that. We also contacted them again following the complaint and have made 3 separate house calls - 6/27, 7/2, & 7/16 - to service any issues referenced with the product or installation. The only open item is the fading issue which we are currently waiting for an update on ourselves. We are not the manufacturer of the windows and have never encountered this particular issue before, so we are in a holding pattern until we receive a response/resolution from the manufacturer, which we have related to the Washingtons on multiple occasions already.Customer response
07/26/2024
Complaint: 21880836
I am rejecting this response because the faded exterior windows and patio doors have not yet been resolved. When the windows and patio doors were installed, they were brown. Now the exterior windows and patio doors have turned green. Windows and patios doors need be repaired or replaced.
Sincerely,
*******************************Business response
07/29/2024
As we previously discussed, a claim has been submitted with the manufacturer for the fading/discoloration issue and we are waiting on their response so we can get that resolved.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.