ComplaintsforPittsburgh Window Film

• Initial Complaint

  12/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had window film installed in my home on two regular-sized windows and two 13-foot windows. At the time of installation on 11/2/21 and when the quote, dated 10/27/21, from the business was received, there was no disclosure by the business that that film could cause the window to crack. In fact, after the window cracked, the business stated that this happens a lot. Had this been disclosed as a risk, I would have never installed the film, as the cost to replace a 13 foot window (and the danger of it cracking) would be too high. The company sent the attached disclosures with the original quote I received, dated 7/23/20, but never proceeded with. The company did not resend the disclosures with the second quote provided over a year later, and only resent the original email from 7/23/20, after I called about the window cracking. This has created an extremely dangerous condition in my home (pictures of the window attached), where at any moment the window could fall out and cause serious bodily injury or death. I have tried to resolve this with the company directly, but they are taking no responsibility and are pointing me to the 3M warranty (3M manufactures and sells the film that was installed) that covers up to a maximum of $500. I have received two quotes for replacing the window, each is just under $10,000 (which includes labor). I have now paid for the window film, which will need to be removed and will need to cover the cost of replacing the window while this is resolved given how dangerous the window currently is. I am simply asking the company to cover the costs to replace the window to the condition it was prior to them installing the film. Had the company known (as they have said to me) that window breakage is common, they should not have agreed to install the window, if they were not willing to take the risk that they may need to cover the costs of window replacement. I am happy to provide more information as necessary to resolve this issue amicably.

  Business response

  12/13/2021

  To whom it may concern, 

  In July of 2020, the customer reached out to request an estimate for window film on some large windows in her home. We sent a technician out to gather the necessary information and discuss film options with the customer. On 07/24/2020, the customer received her written estimate / order form along with additional information about the risk of thermal stress fractures and the 3M Window Film Warranty coverage. In the email, I stated these additional documents were attached. 

  Upon my follow up on 08/06/2020, the customer stated they would not like to move forward with the work at that time so we filed away her paperwork in our archives. 

  In October of 2021, the customer reached back out via phone to state she would like to move forward with the work. Thus we updated the existing estimate we had on file  to reflect the current cost of labor / material and sent it in the existing email chain we had started with the customer back in 07/2020. The customer then provided approval on 10/26/21 to move forward with the work. From there the work was completed and paid for. 

  We then received a follow up call from the customer stating that, unfortunately, a window had cracked. From there, we worked with the customer to gather the necessary information to file their warranty claim with 3M. The warranty claim was then filed and approved by 3M for the dollar amount coverage they provide for thermal stress fractures as outlined in the warranty documents provided to the customer.

  We have continued to attempt to work with the customer to provide as much information as possible about 3M's coverage. It is important to note that this is a 3M warranty and we have no control over the dollar amount 3M provides coverage for. Thus we cannot assume responsibility for any additional window replacement costs not covered by their 3M warranty (as outlined on page 2 of their agreement). 

  It is our responsibility to provide all warranty and thermal stress information to every customer at the time we issue a quote. We created this document containing information about thermal stress fractures to ensure they have all the necessary information to make an educated decision. Per attachments, it can be seen that the customer was provided all necessary information. 

  Thank you
  
  

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