We had our front door and back sliding door replaced by Igor in July 2020. We were sold on his positive reviews and knowledge of his product. Even referred a friend to Comfortec. Unfortunately less than 2 years after installation or door sill has cracked and our back sliding door trim has cracked as well. We reached out to Igor and received an email back stating that "it was apparent someone has cracked the sill crown" and wanted us to remove it ourselves if we wanted it fixed or replaced. How does Comfortec expect homeowners to remove our own sill without proper tools which would damage the rest of our doorway and go with a gap in our front door while they fix it letting cold in and compromising the safety of the front door by technically leaving a gap. In addition how does one avoid stepping on a sill meant for being stepped on to avoid breakage? Please beware when dealing with these companies. Their reviews all sound great until any sort of warranty is needed, but i guess that is what you get when you give a discount for a positive review. We needed windows replaced in the near future and Comfortec has lost our business for any future dealings.
- Approximate cost of services:
- $6,300.00
- Company Response
Hi Christina,
On January 15, 2022, you contacted us via email and expressed concerns with your patio door and front door which were installed in July of 2020. We responded to your inquiry in a timely manner that same day. 𝐘𝐨𝐮 𝐡𝐚𝐯𝐞 𝐧𝐨𝐭 𝐫𝐞𝐩𝐥𝐢𝐞𝐝 𝐭𝐨 𝐚𝐧𝐲 𝐨𝐟 𝐨𝐮𝐫 𝐞𝐦𝐚𝐢𝐥𝐬 𝐨𝐫 𝐭𝐞𝐥𝐞𝐩𝐡𝐨𝐧𝐞 𝐜𝐚𝐥𝐥𝐬.
With respect to the front door damage, we explained that the same is not covered under our Warranty as the damage appears to have been caused by misuse and/or negligence. This was determined after our manufacturer investigated the file and the photographs you provided to us. The manufacturer concluded that it was apparent that someone had cracked the sill crown, and that same is not covered by any warranty.
In an effort to help you resolve this issue, we then provided you with several options to remedy this issue, to which you have not responded.
At no point in time did we suggest that you would have to fix this issue yourself, rather, we offered to arrange a service call with the manufacturer which you ignored.
With respect to the patio door, you did not provide us with any details in your inquiry, but we assume you are concerned about the slight gap in the corner. This can easily be fixed by caulking the affected area. We are more than happy to caulk the area, however, you have not been receptive to this option either. Please contact us any
time and we will gladly send someone over to deal with this minor touch-up.After more than 15 years in business, we have never had a manufacturer defect for the issue that you are claiming and repeat our position that this damage was the result of misuse and/or negligence.
We take all negative reviews seriously and emphasize that we have been responsive and transparent throughout. Unfortunately, the issue you are claiming does not fall under the purview of our Warranty and is clearly not a manufacturing defect. Again, this is an issue that occurred
almost two years after the installation, and based on a joint investigation between us and the manufacturer, appears to have been caused by misuse and/or negligence.If you wish to discuss your issues further, please email or call us at any time and we would be happy to assist you with resolving this issue. Looking forward to speaking with you. We thank you for your business and wish you the very best.