Nordik Windows And Doors

Beverly Hills Home Improvement replaced a window that was leaking in 2014. I have traffic noise and wanted to upgrade the window to decrease the level of sound. The new window made no difference in sound and I got the run around when calling to inquire about the issue. When the e coating was compromised in 2020 I discovered Beverly Hills had been bought out by Nordic. The glass was replaced under warranty by Nordic. When I was discussing the issue with sound with the technician who was replacing the glass, it appears the window was not initially installed the best way to ensure maximum effect for sound reduction. The window was replaced but the frame was left intact.
I spoke to Lena to explain the situation and was told the window could
be reinstalled when the glass with the e coating was replaced. However, the tech was not informed of this and was only told to replace the glass. When I called back to enquire to reschedule the re-install I was first told the initial work order was only to remove and replace existing window and mentioned nothing about the frame. While this is indeed true, I had no idea there are different ways to install windows and that removing the frame and reinstalling would be the most beneficial for sound reduction. I did what the initial installers recommended assuming they were taking into consideration the sound effect, which we had discussed at length.
When I explained this to Nordic, I was told only warranty issues were being dealt with at this time and my ticket was being closed. There was no mention of whether this would be an option at some point in the future and to touch base later.
I have heard good things about Nordic but feel I have been brushed off and ignored regarding my concerns with the poor sound quality of the window due to less than optimal install