ComplaintsforThermal Gard Window & Door

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December of 2022 we scheduled an install for June 26th and 27th for 10 windows and a sliding glass door replacements, and paid $3,000.00 up-front of a total $13,854.00 bill. The rest ($10,854) was to be paid upon installation. During the installation on June 26, 2023 one of the installers broke one of the new windows. Instead of putting the old window back in, or replacing, they duct taped cardboard over the cracked window, and told us it would be 2 weeks before they could put a new one in. I called the office on June 27th upon their return and was told by the lady who answered that it would be 4-6 weeks before anything could be done. I told her that something needed to be done as we already waited 6.5 months for these windows, and we either need a window or we needed something done financially to compensate for the wait and issues. I was told a rush was requested on our order and the installation manager would be contacted. (she was very nice) Later, **** called (I believe the installation manager) and said we could either pay today and get $354 off, or pay when the new window is installed for full price. He also said he would put the window in himself when it came in. I believe we should have $500.00 removed from our bill, payable upon completion of the job, due to failure to adhere to the agreed timeframe, adding another potential 1.5 months to our installation, and to rectify the cardboard in the window issue. Also, the job should be completed within the next two weeks, due to the potential safety hazards caused by having a broken window in room actively used by small children. We were already told we didn't need to pay until the installation was complete, and to make me wait another month-and-a-half to still pay full price, AND have to live with a piece of cardboard over a window in a room my children play in, is unacceptable.

  

  Business response

  07/14/2023

  In response to the previous statement, we installed 13 windows and a patio door on June 26th and 27th, 2023.  There was an accidental breakage of a window sash during installation, and we ordered a custom-made replacement the same day.  ETA of the replacement sash was predicted to be 4-6 weeks for delivery.  We have learned that we should receive the glass July 24th and plan to resolve the issue immediately, barring any delay.
  
  A discount was offered if payment was received the day of installation or payment was due in full (without discount) when the glass was replaced.
  
  We do apologize for the inconvenience of the cardboard over the sash however, this was the safest option considering the area in which it was located.  Unfortunately, there wasn’t an option to re-install the old unit as a temporary fix.
  
  As said before, we plan to resolve the issue ASAP and complete the service needed.  We will reach out to the customer to confirm the service date and fulfill our contractual obligations.
  
  Regards,
  
  Thermal Gard Window & Door
  *** ** ***** ******
  Lima, OH  *****

  Customer response

  07/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  It is unacceptable to make a customer wait over 6 months for installation, and another month-and-a half after your employee breaks one of the windows, and then offer zero discount on the further wait and security and safety risks associated with the break. If you are willing to give a discount for your employees dangerous mistake at the time, there should be no issue giving that discount when you actually complete the installation that was scheduled back in December. This is a clear situation of a big company not caring about their customer, and taking advantage of their status in the area.
  
  Sincerely,
  
  ***** ****** **

  

  Business response

  07/25/2023

  In response to:

  We completed the service required on 7-24-23.  ******** was pleased with the speed and efficiency of the replacement sash.  She stated she would be in to pay the remaining balance on the contract this week.
  

  Once again, we did apologize for the inconvenience and delay of the broken sash.  Unfortunately, accidents do happen and we feel we performed in a timely manner.

  Thank you,

  Thermal Gard

   

   

  Customer response

  08/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  They left me with a window covered in cardboard for over 3 weeks. This was a huge safety and security issue, and they showed no remorse whatsoever. My wife agreed to pay because she felt she had no alternative. Sad this is what "customer service" has become. Guess residents in the Lima area are just a number to this company.
  Sincerely,
  
  ***** ****** **

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 2022 - Sales manager came, gave an estimate for windows. Was told if we put $2500 down that day, we would be on the schedule for Oct. 2022. Wrote a check. 3/25/22 voicemail to schedule installer to come 3/29/22 to measure. Called back and left message 3/29/22 works. Never showed. I waited 2 wks to call back. 4/20/22 they came and measured the space. Installer said we have you on the schedule for 12/5/22. I contacted the sales manager saying we paid $2500 to get in the books for October and December would be bad timing because of the cold and right before Christmas, but was told there was no availability before that. At some point they came back to measure again because something was off. 11/14/22 I contacted the sales manager stating 12/5/22 would not work for us because I don't want to open my two story Foyer, floor to ceiling windows, in December, causing a lot of cold air, heating bill to go up and it was right before Christmas. He then called me talking through payment options and that it would be April or May. 11/17/22 I received a text from the sales manager that we were scheduled for 5/11 and 5/12/23. 5/1/23 I called the office to verify the install date, and was transferred to the installer, which replied that the wrong windows were received and that they needed to order new ones which were not in yet. We are on his desk along with about 15 other people who get installed as soon as possible. 5/1/23 contacted the sales manager and he replied that he had no idea this was going on and would be checking on it. 5/5/23 sales manager text saying he didn't forget and he would contact me the first of next week. 5/11/23 I contacted sales manager as I had not heard anything and he responded "they are making the 2 new ones and you will be installed as soon as they are in the warehouse" 5/12/23 Thermal Gard marketing team came to my house to take pictures of the work that has been done. I then relayed all the information to them. They've had my 2500 since 2022

  

  Business response

  06/02/2023

  In response to this complaint, we have since reached out to this customer and have their installation scheduled for 6/5/2023.  We have also given the customer a 10% discount of the contract total ($720.00) in which the customer had agreed to be amicable resolution.  

  Customer response

  06/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I feel Thermal Gard can do better than the 10% discount, given the chaos we have been put through with your company. We have been out $2500 since March of 2022 (when we thought they would be installed in October). I would be happy to accept a 25% discount and can pay it on Monday or Tuesday, when the job is completed with satisfaction. 
  
  Sincerely,
  
  ******** *********

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