Window purchase and installation
Thermo-bilt installed 5 windows at our house in August 2004. We were quite satisfied with the product and installation until last fall when we noticed signs of seal failure on the actual window. We have a life time warranty on the windows so we contacted Thermo-bilt. According to Thermo-bilt, they were not able to find documentation that the warranty was properly registered at the time of purchase, and for that reason were not initially willing to honor the warranty. After several months of negotiations and the involvement of the Better Business Bureau (BBB) we had agreed to a compromise for a small installation fee. Thermo-bilt was then quick to schedule an appointment to measure and install new units replacing those where a seal failure had occurred. Note that manufacturers generally only provide a 5 year warranty, so make sure to you are clear about the terms of the Life-Time Warranty and insist that Thermo-bilt provides you with confirmation that is has been registered.
- Approximate cost of services:
- $4,000.00
- What could this company do to improve their services?
- Honour their lifetime warranties and provide better customer service and resolution.
- Any advice to offer fellow homeowners facing a similar project?
- Note that manufacturers generally only provide a 5 year warranty, so make sure to you are clear about the terms of the Life-Time Warranty and insist that Thermo-bilt provides you with confirmation that is has been registered.
- Company Response
This is an unfortunate case where it seems the warranty was not registered with the manufacturer. It is true those windows have a manufacturers warranty but it must be registered within 60 days of purchase as stated on the warranty documents. We looked into this right away for this client and the factory did came back saying they don't have a registered warranty under this clients name or address. We do have a workmanship warranty but this is clearly not a workmanship issue and strictly a product issue. As a courtesy to this client we would like to offer as much of a discount as we can even though they are not covered. We do not deal with the original supplier of their windows any more and now have a far superior glass product that we can upgrade them to, which is the best glass product in North America. We always respond to all phone calls, if this customer could please call us as soon as possible we will offer them the best deal possible. We hope they understand our position in this case and we hope we can resolve this issue.