JessB in Edmonton

4 year ago we replaced all 6 windows on the back side of the house. Within the first year we commented that there was a bad draft coming from our basement window. They advised we were not sliding the window closed properly... how many ways can you slide a window? Open and closed. The answer is 2. They explained that even though we were able to lock the window that we had to slam it shut each time to ensure proper sealing. I have never slammed a window and recommend not doing it around a sleeping toddler. 2 years ago , same window, develops a stress crack in one of the panes causing the pane to spider web. Upon calling they advised they would come out and replace the pane for the retail fee of $500. While shopping around for a second opinion, the same pane on the opposite window suffers the same crack, spiderwebbing that pane as well in the identical location. Durabuilt quoted another $500 to replace it. They have agreed that it is a stress crack but not their fault because it is part their 90 day warranty. When asked to replace the entire window, they refused stating it was just the panes that needed fixing. We feel they will not replace the window, even if paid to do so, because it will prove their error in installing. Our second opinion has advised that the stress cracks are from either the shims underneath nor being spaced correctly or the shipping screw has been left in the bottom of each window, both common accidents. Durabuilt was told this but refused to help. We will not be utilizing Durabuilt services any longer. A company that will not stand behind their technicians or take responsibility for their actions is not a company I will trust with the safety of my home. For those of you with Durabuilt windows, I wish you the best of luck should you need maintenance: having someone come to our home is like pulling teeth from a chicken... very difficult, especially since they don't have teeth.