ComplaintsforSupreme Window and Glass

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Marc M***** agreed to install a new residential front window on May 9, 2022, for $2,200 (paid $880 deposit) with a 10-year glass warranty. Two installers arrived. I had to provide additional floor coverings, step ladder, assist in lifting the large window to the second-floor plant shelf. The one installer complained about his back and did not want to lift the window. On May 16, 2022, water was leaking into the house from bother lower corners of the window. I put tape on the exterior to stop it. Marc and Mike came out to reseal the window about a week later. During the resealing of the window, Mike smeared a 2" band of sealer around the exterior top and sides of the window and left it. Mike said that they would return to clean the window and install the interior trim. I later noticed from the interior that water was getting trapped between the lower glass and window frame. After inspecting the glass, I noticed that Mike did not put enough sealant on the bottom side of the window causing water to be trapped. I attempted numerous times during the summer of 2022 to have the exterior window sealant removed, additional sealant applied on the lower glass edge, and the interior window trim installed with no response from Marc. I gave Marc a September 9, 2022, deadline to respond to the punch list or Marc would forfeit his right to cure. Marc did not respond so I completed the job prior to winter. During the original installation, Marc promised to provide a copy of the 10-year glass warranty, which I never received. I attempted several times to contact Marc and he never returned phone calls, emails, etc. In February 2023, I received an invoice from Marc for the balance of the job. I called and left a message on the machine that I do not owe full price. Still no response. I am requesting a copy of the 10-year glass warranty and a $600 billing credit for my time assisting in the installation and finishing the job. If agreed, I will pay the $720 balance.

  Business response

  03/20/2023

  Hi All

  
  

  I accept the proposed offer by Mr ******

  
  

  Thank You all for your assistance in the matter.

  
  

  Thank You ***** for you understanding.

  
  

  Please see attached warranty info.

  
  

  Marc

  Customer response

  03/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  I want to reach out to the manufacturer to confirm information requirements for warranty registration.  The warranty attachment received from Supreme Glass was blank.  I should be completed this week pending the manufacturers response time.

  
  

  I will send payment by check no later than the next business day after confirming the warranty registration process.

  
  Regards,
  
  ***** ******
  
  
  

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