ComplaintsforUnited Window & Door Mfg., Inc.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 17 windows from Lowes in Jan 2014 at a cost of $8900. Lowes used United D&W as their window manufacturer subcontractor, then Lowes installed the windows. One of the windows has failed, moisture and mold have intruded between the 2 panes of glass. ***** said to contact United, I did, United confirmed the issue is covered by warranty. But they say they will provide me with a sealed double sided glass panel, which then needs to be installed inside of the existing window sash. I do not find this acceptable since my Contractor and I believe the sash will be damaged if we try to replace the glass in it. Worse yet, that window is on an upper floor of a 3-story building and there is a busy public sidewalk directly below. If this replacement/repair is not done properly with a new sash or new window assembly, and the pane of glass gets blown out a few years later by high winds, a pedestrian below can be seriously injured or killed. I refuse to take on that liability. The United D&W proposed solution introduces a severe safety hazard, and I cannot sanction it. In my opinion, United D&W is proposing a dangerous solution with the goal of minimizing their warranty expenses. Note that the original window was manufactured with a wet glazing process, and I believe no other window manufacturers would propose rebuilding a wet glazed sash in the field. This technical detail is easily verifiable. You cannot control humidity, temperature or do an oven cure of adhesives or limit dust and contaminants in the field. All of these factors will lead to reduced structural integrity of the sash if the United D&W solution is implemented. It is also believed that the sash framing will be damaged and or weakened when trying to remove the previously wet glazed glass from it. The reworked window will not be as strong as it was in its original and or current form. The original cost of $8,900 shown below was paid to Lowes.

  Business response

  01/09/2024

  Dear Mr. ******** and BBB
  
  We have received your dispute.
  
  We have on multiple occasions, attempted to service your units.
  
  We have experienced and certified technicians who do this on a daily basis.  
  The process you are describing is true when the glass is insulated but doesn't apply to the replacement procedure. We will be replacing the insulated unit, not producing on site. 
  Please allow us to service the product.  As you can see from the chain of emails, we have tried on numerous occasions.
  

  Customer response

  01/15/2024

  
  Complaint: 21057776
  
  I am rejecting this response because:
  The proposed solution by the business seeks to remove and replace the glass from the existing sash.  I have already verified with the business that the ********************** process included wet glazing.  Wet glazing cannot be reworked in the field without damaging the sash.  More importantly wet glazing cannot be properly reapplied in the field because of temperature, cleanliness and humidity variations. There is no process control similar to that of the factory. This window is located on an upper floor that overlooks a public sidewalk below.  This proposed substandard repair which is not recommended by contractors and other industry professionals will constitute a safety hazard to pedestrians below.  I have told united window that if they want to proceed with this solution I need a signed statement from their owner taking on full and sole personal liability over the life of this window.

  The correct and safe solution is to either replace the entire sash or replace the entire window.

  The awning window tilts out and the glass faces down and the tape glazing or wet glazing that they apply in the field will be all that holds that pane of glass in place.  if it falls on someone below the result will be serious injury and or death.  I cannot and will not take on that liability.  Their proposed solution will never pass the test of time.  To date, united window has not addressed this serious safety concern in their communications with me.

  Regards,
  
  *************************

  Business response

  01/25/2024

  Good Afternoon,

   

  We have received your rejection letter.  

  I understand that you spoke to your contractor and other industry professionals, however we disagree.  You can go on ******* and see that is a common industry standard.  Your request to have ownership take on full and sole personal liability for the life of the window, is not an option.  We stand behind our products and we have a warranty and are willing to come out and replace the glass free of charge.  Please let us know when we can come and take care of this issue.  Again, our technicians do this every day, and we are confident that you will be happy if you allow us.  

   

  How to Deglaze and Re-glaze the Glass in a Vinyl Window - *******

   

  Thank you,

   

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

  Service and Warranty Manager

  Customer response

  01/26/2024

  
  Complaint: 21057776
  
  I am rejecting this response because:
  The business continues to offer a resolution solution that does not address the safety concern I have raised.  They want to send a technician out to use tools such as a chisel and or knife or other sharp edged tool to physically chisel the existing window pane glass out of the sash frame. This pane of glass is currently bonded to the vinyl frame of the sash. They are going to ruin the window sash frame, and then they want to wet glue a new piece of glass in place in the field without the means to properly clean the frame and without means to control temperature or humidity or dust in the field.  This type of procedure is done in the factory where tight process controls are in place, and hence the resulting bonded joint strength and aging characteristics will be well known.  This means that by trying to execute this type of ad hoc repair in the field, they will have no way of knowing how strong the new glue joint will be and how it will age and how long it will last.  And at that point, the only thing holding the glass pane in place is whatever they used for wet glazing (adhesive) material.  After they complete this proposed repair, the glue joint will be exposed to rain, wind, snow, ice and sunlight.  They have no way of knowing how it Will stand up to the test of time under these conditions. This is because the new bond joint would not have been applied under conditions of type process control.  I would be constantly worried about whether or not that window pane of glass will fall out and injure someone below on the sidewalk.   It is an upper floor Awning window which tilts outward, so in the open position, the only thing preventing the pane of glass from falling out is the glue and or caulking that they use. If it falls out, it will fall onto the sidewalk below and possibly strike a pedestrian resulting in serious injury or death as the most likely outcome.  They have refused to take on the liability associated with using such as stub standard repair procedure, all in the interest of saving money.   They know this solution is unacceptable, they know I will never accept it, yet they continue to push it as a means to avoid their warranty responsibilities to me, their customer.  I have discussed this in detail with my contractor and he told me that you never try to remove and replace a wet glazed pane of glass in the field.  I have also called other window companies and they state that they replace the window sash in this type of situation.   Only united window claims to have this magical process for removing and reinstalling a wet glazed pane of glass in the field.  They know its an unacceptable solution, they know I will not accept it, yet they use it as a means to circumvent and or evade their warranty responsibilities to me.
  
  Regards,
  
  *************************

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/28/2022 I called united doors and windows to get some warrant work done and they didn't know what to do. They told me to call ****** where I bought the windows to help me. I did and ****** told me that my windows are warranted for a lifetime and united windows and doors have to do the work. I called on 12/29/2022 the supervisor for the warrant ***** and left a message both days. I also called ******************* and left messages both days also and got no call back from anyone. Last year united windows and doors tech. came to my home to do some warrant work on this window and made an air leak and now they do want to fix it. The last person I talked with in the warrant ***** told me she didn't know how to help me.

  Business response

  01/06/2023

  Our warranty department spoke with ******************. Once the weather improves ****************** is going to reach back out to us and we will send out a technician.

   

  Customer response

  01/07/2023

  [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 is satisfactory to me.
  
  Regards,
  
  *************************

*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. ↩