Windows Replacement - terrrible experience, significant water damage from leaky window
- Approximate cost of services:
- $15,000.00
- Company Response
Panes Window Manufacturing supplied and installed the windows in the customer's house, including the basement, over a year before the leak became apparent. However, it appears that some other work, which was not in line with the Ontario Building Code, was done in addition to the windows. Following the Building Code would have prevented or at least mitigated the damage.
It appears to us that both the insurance company and other trades have denied the customer's claims, and only after that did the customer approach Panes. We did not refuse to accept responsibility. What we did refuse was to accept responsibility based solely on the customer's "say so." After exchanging emails and photos, we sent the original installer and our representative to inspect the damage and discuss possible solutions with the customer. However, the customer told our colleagues to leave the property immediately unless we accepted full responsibility. No access to the property, specifically the basement, was granted, even though the appointment was arranged ahead of time.
We are deeply sorry the customer had this experience and are willing to work with the customer, but we cannot do that without the customer's cooperation.