I ordered by phone on 4.05.2020 a sealed glass unit with e-Argon gas and got a quote which I accepted. The same day I brought in the broken one and frame and again specified the size and e-Argon and I paid the full amount. A few days later I picked up the unit and frame and after installing it with a helper I noticed the next morning a lot of moisture on the room side of the double glass. This proofs beyond a doubt that, they did not inject e-Argon gas. For over a week now they tried to convince me that I broke the seal and let the e-Argon gas escape. I sent several emails with pictures proofing the seal is fine as there is no moisture between the glass panes. This morning I called again as none of my emails got a response. Now, the owner called me just now and claims I never specified the e-Argon gas and will inject e-Argon if I remove the sealed unit and bring it in. I explained to him, whenever I could get a word in, I have a bad shoulder and had to hire a helper to install the window and would have to hire him again to remove and reinstall it and this is not going to happen as it was their fault not to inject the e-Argon gas in the first place. I will replace all of my windows in the coming years and will most certainly not use this company again. Buyer beware!
- Company Response
It is clear that what you ordered is not what you anticipated receiving. Though we fulfilled the order as detailed on the order form that you signed, we understand that there was a miscommunication. Should you wish to review this document, I would be happy to provide it to you. In the future it is always a good common practice to ensure that when signing off on details for any item being purchased, that they reflect exactly what you expect to receive. With that being said as a good will gesture as you have explained that you are 79 with a bad shoulder we have extended a full refund.
You first contacted us via email on May 11th and though I cannot agree that we were trying to convince you that there was a seal failure, we were indeed trying to determine whether that was the issue you were experiencing. This is common practice and we were not trying to imply you broke the seal. If it had been a seal failure, the replacement would have been covered under warranty.
Should you decide to replace the unit elsewhere I urge you pay special attention to how it is re-installed to ensure a consistent seal between the unit and the sash. I would also examine the operating window for potential drafts. Though there are many potential reasons for condensation, drafty windows can often be the culprit for the accumulation of condensation on the interior glass. I am not dismissing the value of argon as an insulator but question if this truly was the issue in your case as the temperatures were not significantly low when you reported your issue.
We wish you well Mr. Pollinger and hope that with the refund you are able to service your window to your satisfaction elsewhere.