ComplaintsforA-1 Window Manufacturing Ltd.

• Initial Complaint

  18/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired A1 windows to supply and install new windows in my house. They completed the job but I have noticed that some of the windows are not caulked from the outside. The installers also did a terrible job caulking them inside and I had to have another trade re-do the work. One of the windows is missing caulking from the inside and cold air is coming through. I have emailed them several times and they will not respond. I have called them and left several messages for the installations manager and he will not respond.

  

  Business response

  27/01/2023

  Hi,

  Following is my email response to ****.

  Hi ****,
  Further to our telephone conversation, I have reviewed your email sent on Jan 3 2023, our first day back to work from the holiday season. 
  As mentioned, I got in Jan 4 2023 .. 
  
  
  I am attaching before and after installation pics for your reference.
  As you are well aware, your house is a unique spanish villa design that has existing wood windows in various custom frames. Majority of the windows were installed with " cut the flange to suit on site " . Most of the windows were pre caulked behind the brickmold flange and then installed. The interior caulking was completed at the same time. 
  There were a few windows in the house - for example the window in the basement - storage area that were unfinished and left open with no plywood / drywall etc.
  I believe those were the only windows in the house that were not caulked on the inside since they were wide open and unfinished on the inside.
  See pics for reference.
  
  
  Let me know what location of the house you are referring to along with pics that you are concerned about  ( taken from near and far of the house ) , .
  If they are leaking , please take the pics of the water egress from inside and send it my way as well.

   

  I have sent all the pics for his review .. 

   

  Regards

  Customer response

  30/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:  Nothing has been fixed yet.  I have sent the company and its installations manager the locations of several areas where caulking is missing.

  Email below.

   

  Hi Sarb,
  Here are the details of additional deficiencies I have found.
  The window in the master bedroom has 2 locations where there isn't caulking and cold air is coming in.  I have placed tape over these areas for now.  You can see the gaps in the images below.

  It also doesn't look like the top 2 windows in the image below above the suite entrance don't have any exterior caulking.  I am not sure if there's water ingress yet but water will seep into the building envelop if not sealed and I won't know until it molds or rots.  Please see attached close ups along with the far away image.

   

  
  Sincerely,
  
  **** ********

  

  Business response

  03/02/2023

  Thanks ****,

  As mentioned , we shall set up a service call and have our installers look after your concerns.

  Tell us why here...

• Initial Complaint

  24/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve had multiple parties view my damaged house and they have encouraged me to write this report. On October 21, 2021, we had 5 out of 9 windows installed by A1. The 5 windows installed were left unsealed (battling heavy rain and wind) until the installers came back on Oct. 26th to install the other 4 windows. All the window measurements were clearly done incorrectly (2 different individuals took measurements). For each of my 9 replacement windows, the installers had to add a 2X4 on the bottom to fill the original window space (as these new windows were too small). Our contract stated that a few touch-ups maybe required, but there was no mention that the installers would destroy all my old window casing, take chunks out of my wall, and leave my house in disarray, thus needing to pay an outside source to fix the damage left behind by my new replacement windows. Plus, an extra cost of re-sealing some of the windows as the spray insulation had holes exposing it to airflow coming in from outside. Our current issue is that one of these ‘Brand New’ windows (already paid for) is defective and doesn’t have a seal. It’s been letting cold air in 24/7 for the last 3 months. We discovered this issue after removing the screen and contacted A1 on Dec. 22 to request for someone to come out and see it. It's been over a month and the company seems to be giving me the run around: first they said an installer would come out on Jan 10th or 11th. No one showed up. I emailed A1 again on Jan. 12th and they said they would get someone from the manufacturing department to come instead but had to check their schedule. I still haven't heard back from A1 and continue to follow up with emails. I just want a new window that isn’t broken. Honestly, I just don’t want another family to ever go through such a horrible experience.

  

  Business response

  27/01/2022

  Hi ********,

  I am sorry you had to wait unfortunately for the service call. I will personally make sure that this is scheduled immediately if it hasn't been done already. Not making any excuses , but we have had the holiday season and this Omicron variant hit us as well.

  So, we were under staffed for the last few months as well. Nonetheless, this will be looked after. Regarding your comments about the wrong measurements and preparing the rough openings etc. I will keep it short , and if you refer we can meet up again and go over it .

  Please see the attached few  pictures for the rotted wood we had encountered  during the removal process.  We brought this to your attention immediately and had no choice but to remove the entire wood casing around the rough opening. Believe me , installing new windows over

  rotted wood is not the best solution . I am more than happy to meet you and go over the entire process once again if you like. I must also add that there was no extra charges due to the extra labor etc.   

  Customer response

  04/02/2022

  
  Complaint: ********
  
  I am rejecting this response because: The broken window issue still needs to be resolved.  
  

  
  Thank you for your response and having someone from your office finally reach out with a booking date.  Unfortunately, Covid has hit all of us in many ways and simple communication could have avoided extra frustrations.  I’m sure it will still take some time for my current window issue to be fully resolved. 
  Please note that my additional comments regarding the work completed were about the process done to the INTERIOR of my house.  With any project, there are unexpected surprises that can occur. 3 out of my 9 windows had water damage and were rotten on the EXTERIOR of my house (as per the pictures you provided).  Your team did a good job removing the 3 existing windows.  My frustration was with the 6 other windows and their casings and trim that had no previous issues.  Damage that could have easily been avoided to my walls and window frames.
  
  

  Sincerely,
  
  ******** ******

  

  Business response

  04/02/2022

  Thanks ********,

  I believe the service all is already set up for coming Monday Feb 7 . Regarding the other windows or interior finishing work, I am more than happy to come our and go over with you guys . I wish you had mentioned your concerns during my site visit, this would have been dealt with at that time.. Nonetheless, I want to make sure that you are concerns are handled properly, so let me know if you would like me to visit 

   

  Regards 

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