Business ProfileforArctic Star Windows Inc.

My husband and I would like to file a formal complaint against Arctic Start Windows.

******* ***** ******** ** ******** *** ******* ***** *** ********* **** *** our doors are still under the workmanship & door warranty *** ****** 

Our back and front entry doors were installed in November of 2022- it was supposed to be earlier but due to delays with the manufacturer shipping the product it was delayed. 



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*******Arctic Star Windows Inc installed several new windows and new out swinging exterior doors for our front & back doors on November 22, 2022. Following installation, we started experiencing issues of which the company was made aware of on December 3, 2022. Gaps where left around the doors, it was noticed that the doors were uneven and that they had put pieces of foam and plastic to reduce the space between weather stripping and the door. Causing the doors to not properly close and then creating a significant amount of condensation and ice to form around the top and bottom inside the doors, due to the cold air meeting the warm air from inside. Alisher ****** was provided with pictures and videos showing this, during our conversations he mentioned his installers usually didn’t install outswing doors but rather inswing. Their installers came back several times as the doors were not sealing properly to do patch jobs, but not to uninstall and reinstall the doors. We expressed that the installers had to make sure the doors were well insulated around and that they sealed properly when closed. This problem gets worse as the weather gets colder leading to the doors constantly sweating, a significant amount of ice forming in the edges to the point where it gets frozen shut. These issues are creating extra condensation, there is constant humidity on the doors when the weather is cold and ice forming on the top and bottom inside the doors leading to the doors getting frozen shut. Having to constantly remove ice is damaging the doors. The company blamed it on high humidity, but we never had this issue with our old doors. We never had ice forming around the top and bottom inside the doors, the doors constantly sweating when the temperatures start getting cold and freezing shut. We tried contacting Alisher via text message January 11, 2024 and also left a voicemail, making him aware that we were having the same issues as before. Our tenants have been experiencing the same issues detailed above as our former tenants following the install. We thought the issue was maybe the doors being outswing so a quote from Alisher was also requested to have them reinstalled inswing but no reply was received. Due to the lack of reply from Arctic Start Windows and the ongoing issues we got various contractors to look at the doors. The feedback has been consistent and the conclusion is that the doors were not measured properly and they were installed incorrectly. Various issues have been brought to our attention: • There is no room between the walls for the doors, there should be room on each side of the doors for casing on the inside but the door frame is pretty much right up to each side of the door, • There is no brick mold (brickmold protects your doorframe, by keeping the plaster around the door from chipping and reinforcing the strength of the frame. This will help your door to stand up to the effects of the weather. It even helps to prevent the frame from rotting) • Likely no spray foam insulation was added around the frame behind the trim (which is usually done by companies when replacing doors), • The doors are not touching the weather-stripping spots, there were spaces left and pieces of foam and other items were added to try to reduce the spacings, there should be tighter margins and the gaps that are currently around the doors should not be there, • The doors are not squared and levelled properly being tight up and loose below, • The doors are slanted, this being significantly noticeable in the front door it's literally on an angle is not plumb (PLUMB is the term used to refer to a perfectly vertical line. -If a door or window is installed out of PLUMB, it will cause a host of issues. Such as: sagging open in the corner, unwanted opening or closing doors, etc.) Alisher was made aware of this information via email on January 22, 2024 and asked to honor the warranty still in effect that came with his product, one that the company has yet to honor and was given alternatives on how to resolve this issue. To which he responded “Sorry for your problems. Give me time until February 8. I need to speak to our installer Petro. He is away from the country right now. I honestly don’t know why its happening to your doors. We installed over 1000 windows and doors in 2023 and yours were the only front door that open outward and not inwards. Maybe that was the problem. Anyways, I need to speak to head installer before I can decide anything about this. Thank you!” We responded and said we expected to hear back on February 9th . However, on Friday January 26th,2024 we were contacted by a customer representative from Arctic Star Windows they wanted to schedule a time for Petro to come look at the doors since the customer rep said he made it back to the country earlier. On Saturday January 28, 2024 at 12:30 pm Petro came to the property. We were under the impression he would be focusing on doing a thorough inspection of both exterior doors in order to provide a solution, but instead he was rude, speaking loudly, saying other contractors knew nothing, denied poor installation and said the doors were plum even though is clearly visible they are not, but then also saying the house shifted with his statements being contradictory. This behavior is consistent with the poor customer service experienced in the past when the issues began and were brought to their attention shortly after installation. As mentioned this has been an ongoing issue from the get go we have the text conversations, pictures and messages that were sent to Alisher making him aware of the issue which started barely a few weeks after installation and mentioning the doors being uneven. For Petro the installer to try to make it seem like somehow the doors shifted and not take accountability its quite unprofessional and unethical. This along with the installer’s behavior experienced on January 28th and that we would be moving forward with filling a complaint and taking further action if necessary, was communicated to Alisher via email on January 29, 2024, to which there was no reply. Due to Arctic Star not providing a proper plan of action and having yet to honor their warranty, we decided to move forward with filing the better business bureau complaint and will be taking further action if not resolved via this method. We were relying on their expertise to provide a quality product, installation and advice as this is a big investment. If they had no experience installing outswing doors they had every opportunity to let us know this was not an option. Mistakes happen but the lack of accountability, poor customer service when it comes to having to address their mistakes, inability to provide a solution *** ***** ********* ** ****** ********* ** ********* *** ***** ******* has been disappointing. The way a company deals with their mistakes it’s very important as customers are trusting that they will do a good job and take accountability if issues were to arise. At this point Arctic Star Inc has had many opportunities to address the issues brought to their attention and provide a solution that actually resolves the issues rather than patching up things and hoping it doesn’t happen again. If the issues arising from their faulty workmanship are not resolved this could lead to other damages to the property due to the extra condensation being created. Based on the treatment we have gotten and the lack of transparency we would like Artic Star to reimburse us in full for amounts paid to them for the doors including applicable taxes (********* ******************** *****) ***** ** ******** ****** **************** so we can have another company provide and install proper doors, or for them to pay in full for the cost of another company selected by us to do this.