ComplaintsforVytex Corporation

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased Vytex windows (Fontis) though ****** ******* ****** in 2022; 32 with grids, 8 without grids at a total cost of $36,545.00 (including installation). The windows had the following warranty which was a factor in our decision to purchase: "***** *******, the manufacturer, warrants to you, the original purchaser of Vytex window and/or patio door products as specified below, for an owner-occupied single family residence, that in the course of normal use, our products will be free from defects in material and workmanship for as long as you own or reside in the property into which our products were installed." There was no issue with installation, but in early 2024 we noticed that the grids were splitting in the windows. I followed the warranty claim procedure outlined in the "Limited Lifetime Warranty" to contact the contractor from whom you purchased the product (****** **** ****** ******* ******). Mr. **** inspected the grid defects, contacted Vytex, and requested phots of all grid issues. Those pictures were forwarded to Vytex and a response dated April 3, 2024: "I've sent these photos to our engineering team. There is a tolerance for grid splitting that I believe is 1/8th inch, but I'd like our engineering team to review the photos to determine if they are within standard. Will let you know as soon as I hear back from them. Thank you! signed Shelby" Pictures clearly show the grid splitting was significantly greater than 1/8th inch, but there has been no further communication from Vytex after repeated attempts by ****** **** and myself, inviting them to visit our home and physically inspect the windows themselves.

  

  Business response

  10/01/2024

  Dear Mr. ******,

  Thank you for bringing this matter to our attention. Your dealer has contacted us and provided photos of the areas of concern. After reviewing the images, we have determined that two of them fall outside our tolerance levels and are eligible for replacement. We have requested the corresponding order number and line number for these two photos in order to facilitate the replacement of the sashes.
  If you are not receiving a timely response from your dealer, please feel free to contact us directly at **************@vytexwindows.com or 301-*********

  Customer response

  10/01/2024

  The company's response is unreasonable. I have dozens of pictures to the company that clearly show grid splitting far exceeding what they previously referenced was tolerance - 1/8 inch. I have invited the company to send their representative to our home and inspect each window themselves, but they have not responded. I believe the correct action is for the company to send their representative to our home at a mutually convenient day and time to inspect every window for grid splits (most windows have multiple grids with splitting.

  

  Business response

  10/02/2024

  Good morning,

  We will contact you to coordinate having a Vytex representative assess the product in person.

   

  Customer response

  10/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Vytex representative inspected the windows on Friday afternoon, October 3, 2024. I forwarded pictures of the defective windows to their office by email. Follow up will take place the week of October 6, 2025.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  05/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Vytex Corporation manufactured windows that were installed at my home in April, 2022. December, 2022, I notified the company that installed the windows, of a defect on the outside of the window frame. ******, the company that installed the windows, said that I should contact the manufacture because the windows are under warranty. The information I received from Vytex was that ****** was no longer a vendor with them and they sent me a quote of $932.74 on 5/16/2023, order # ****** to repair/replace the window in question. The original order and cost of the ten(10) windows installed totaled $12,962.00, which was paid in full. I asked if I should be paying for the window twice and the answer was "yes". This issue has been going back and forth between ******, Vytex and me for 5 months, phone calls and emails. I should not have to pay for a defective window under warranty.

  

  Business response

  05/26/2023

  Good afternoon,
  
  A Vytex service technician assessed the damaged window at no charge on December 21st, 2022. He determined the damage to the exterior master frame was caused by an outside force impacting the window. Acts of God, misuse & abuse are not covered under our manufacturing warranty. In order to replace the master frame in this triple unit, an installation team would need to remove all three windows that are mulled together, replace the master frame for the middle window, then reinstall the triple unit. As this is not covered under warranty both labor & material fees would apply.

  Customer response

  06/04/2023

  Vytex is stating that the defect is either an act of God or misuse/abuse of the window frame and is therefore not covered under the warranty.  I disagree with their explanation because the defect is on the frame of the window which has to be due to the manufacturing of the frame.  There is a separation of the material on the frame.  This area (Philadelphia) has not had any severe weather during the time the windows were installed and when the defect was noticed that would have caused the imperfection and it is impossible for any misuse or abuse to have occurred where the defect appears. Because of the location of the defect, Vytex does not want to assume the responsible of repairing or replacing the window and I do not think I am responsible for their substandard material used in the manufacturing of the window frame.  I should not have to pay two times for Vytex error.

  Attached is the inside of the said window frame that was not included in the response from Vytex which is broken.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi I had 28 new windows installed by ****** ****** and the windows are leaking very bad. The screens didn't fit either they tried twice to replace the brought out half screens. When it's cold I have so much ice all over the caulk and the meeting rail of the window. They claim they installed them right. I can provide pictures that I sent them. They will not return my phone calls. Please help

  

  Business response

  02/23/2023

  Dear Mr. *******,
  
  
  Thank you for taking the time to speak with me yesterday. As discussed, Vytex supplied the windows in your home to ****** ******, and ****** ****** completed the installation. I reviewed the photos you sent us with our National Installation Manager and left you a voicemail this morning to discuss our findings. Based on the information we have received, we do not believe there are any manufacturing defects present in your windows. We have reached out to the local ****** ****** Chicago team and have asked that they reach out to you as soon as possible to further assist you.
  
  
  Please let us know if there is anything else we can do to assist you.

   

  Erin M***

  National Service Manager

• Initial Complaint

  10/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased 6 windows and 2 screen doors in June 2021. When it took 3 months to even start installation should've been a red flag, but I proceeded because the offer was lower than others I received, and I desperately needed new windows. It also didn't help that the windows were not measured correctly along with one of the doors. In Match of 2022 the handle came off one of the screen doors. I contacted the company, and it took several attempts before a tech came out to see if it could be repaired. I was told that the handle had to be ordered but the tech placed a zip tie in the hole so we would be able to open the door. I contacted the company (******@vytexwindows.com) on 6/15/22 to check the status of the handle that had to be ordered. She did respond that she had to contact ******* for an order update and would get back to me. As of today I still have a zip tie on my door instead of a handle. How this company stays in business with the kind of service they provide is beyond me. Even with all of the problems from start to finish all they could offer was an apology and we'll fix/install when we want. I guess once they are paid, they could care less about customer satisfaction. I also have windows that are hard to close and lock but havent reported because I feel like my complaints will fall on "deaf ears"

  

  Business response

  10/18/2022

  Business Response /* (1000, 5, 2022/10/12) */ Thank you for submitting your concerns to Vytex Windows. We apologize that we fell short of your expectations in completing the services for your home. The storm door purchased is a product that is ordered through the homeowner's dealer and unfortunately Vytex does not have any control over the inventory or ordering of parts for this storm door. We submitted the order information to the dealer after the service in March 2022 and have reached out to them several times for an update on the parts needed for this door. Unfortunately we cannot provide any parts as we do not stock the parts for the door in our warehouses. At this time, a representative from the dealer has placed an order for the handle needed and has promised to update Vytex with an ETA from his vendor. Vytex will keep you informed of this timeline as we receive updates from your dealer. We have also discussed the service for your window concerns and have a scheduled service date of 10/17/22 to inspect the windows that are difficult to lock.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ************* came to my home and demonstrated a replacement window made by Vytek window company. I ordered 22 windows which are their Georgetown series and they were installed in May 2022. I have had nothing but issues with these windows. For example the top sash slides down while trying to lock the lower sash. A ladder is needed to hold the top up to lock the window. Another window was stuck in an open position which was in invitation to an intruder. I had to wait several weeks for a service tech. Some windows go up and down easily and others do not. Every time I open a window there is a problem. Although Vytek does send a tech, I have better things to do with my time and shouldn't have all these issues. It defeats the purpose of purchasing new windows and is totally unacceptable. These windows are not designed properly therefore, sending a tech only temporarily fixes the problem. I paid close to $18,000.00 and feel cheated. They do not function like the one demonstrated prior to my purchase. I was sold a defective product and ************* is just as responsible as Vytek. They shouldn't endorse and sell this to the unsuspecting public. Something needs to be done about this. A service tech isn't the answer.

  

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/08/30) */ We do apologize that you are not satisfied with your windows & have additional concerns after our technician has been on site. Vytex would like to inspect the issue you are experiencing with your windows and have an opportunity to address this. A member of our team has confirmed an appointment with our Installation Manager to inspect your concerns and windows, with a scheduled date for 9/6/22.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made an appointment for Vytex tech to come to repair some windows. I was charged $199 service fee for him to tell me I need 5 windows replaced. The windows have a lifetime warranty but I had to pay $285.22 deposit for windows to be manufactured and another $285.22 when windows are installed. If the warranty is a non prorated that covers frame and stash why am I being charged? The installation between the panes were moving to the center of the windows.

  

  Business response

  05/31/2022

  Business Response /* (1000, 5, 2022/05/10) */ Thank you for submitting your concerns to Vytex Windows. The windows in this home were installed before the year 2000, and have a limited warranty. Labor charges are not covered under the manufacturer's warranty. The glass units had a 10 year warranty. The windows and labor are outside of warranty, and the fees that are chargeable are for parts and labor to complete this service. Vytex will provide a 15% discount off the balance of this open service. We have the follow up service scheduled 5/11/22 on our field service manager to replace 1 igu & install new night latches in 1 window.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had windows installed on November 15, 2021. we are spending thousands of dollars for these windows. When they were installed, 1 window has a large scratch in it and a large hole in the screen. We immediately called windows Nation about the issue and were forwarded to Vytex. Vytex called us about a week later to schedule a service appointment. They called my husband. He was at work so he could not answer when they called. I then called them back, asking them to please call my phone number after 230 on a business day. Ever since, we have not been able to get a hold of them. They continue to call my husband after the time allowed, and we cannot get through to anybody. Last week, I had gotten through to a receptionist. She claimed the person we were supposed to be dealing with was having computer issues and would call us back as soon as possible. I have not heard from them cents. This was a week ago. Today is December 10, 2021.

  

  Business response

  12/20/2021

  Business Response /* (1000, 5, 2021/12/13) */ To whom it may concern: We attempted to reach the Byrd family on 11/18 via phone & email. We received a voicemail from them on 11/30 and returned the call on 12/2. We left another voicemail & sent a follow up email as well. Our admin reached out to them again today and was able to reach Mr. Byrd and service has been set for 1/5/2022 to replace 1 screen & 1 sash. Thank you, Vytex Windows

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩