ComplaintsforPolaris Windows & Doors
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Complaint Details
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Initial Complaint
11/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been trying to get a warranty claim filed on my windows that I had installed in 2016 as the welds have come loose on the screen lip and now the frame looks bowed outside my home. I have taken pictures 3 different times at their request but I need to just say this is the poorest customer service I have ever received. You can see this is an manufacturer defect and needs to be fixed. I will say Community Builders *** is trying their hardest to get this done for me and I am very appreciative of all their work. At least they stand behind their work, wish I could say the same for Polaris.Business response
11/27/2023
Hello- We've reached out to you and had requested additional images of the product in question. However, the images sent were not of the specified areas we need to see. We've had a few people from multiple departments emailing and requesting new pictures of a targeted area of the window. We cannot determine the actual problem from the new pictures that were sent.
Please review your email and spam folders. We are more than happy to address the product issues you are facing, we just need to have better images. Please call customer service or reply to our email correspondence. Thank you.
Initial Complaint
05/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had purchased a set of French doors for my living room to replace old patio doors ( purchase made on 1/16/2008) Doors have been replaced 5 times previously by Polaris but they will no longer remedy the situation.They would not do any further repairs on the door frames or trim. The paint peeled off down to the bare metal of the trim they installed. The doors separated again and the trim inside was not the correct size upon install. Purchased new doors from another manufacturer at a cost of $7479.00 *******************************************Business response
05/16/2023
Hello ******,
We have reviewed your complaint and the past history on this door issue. Unfortunately, the company that installed your door has gone out of business. The lifetime warranty that they offer with their services, does not apply to our company warranties. While they may have provided a lifetime warranty on labor, we do not. The issues outlined in your previous communications had to do with leaking, an installer issue, which we made ************************ aware of this on November 4th, 2008. Our warranties cover the door frame for 5 years, door finish for 3 years, and glass for 20 years. We apologize for the issues and dissatisfaction you have run into with the Dealer that installed your door, but we cannot cover the cost of a competitor product based on a warranty that we did not offer.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.