I received a call from Raj, senior manager from FM, he was professional and to the point. FM is replacing the door for me , which makes me happy. He said I should hear back from him in about 3 weeks to set up an install date. In the spirit of things I'm giving them an 10 based on Raj's quick actions. I will update this response once the new door is installed.
Lana
I replaced most of all my windows and doors through FM Windows over the last 10 years spending close to $16000, recently I uncovered a problem with one of the "steel" doors purchased, it seems to have started to rot at the bottom. I called customer service who returned my call a few days later, my call was also returned by the original sales guy Gene who said he would notify the head office who would send out an installer. Romell was sent to look at the door. He confirmed that the bottom had absorbed a significant amount of water over time and confirmed that based on the location it seemed to be a defect with the weather stripping on the door that over time caused the rot to occur. He took measurements and said someone would contact me. Dennis phones and started very quickly to talk about the warranty and how it possibly may not be covered, still he'd look into it and call me back. I also was able to find all the paper work and warranties that I had filed at time of purchase. Today Dennis calls back and says that Romell indicated that it was "due to a lack of maintenance and pooling" that caused the defect. Maintenance and pooling I said....the door is located on a step-up so water cant pool at the base..I was surprised that Romell didn't mention any of this while on site, and actually said the exact opposite.
Dennis also says that "they will take care of me and that there will be some slight charges to me to replace the door"
Now my radar is up because I'm getting the sense of warranty denial.
I still have all the documents that state a 10 year warranty, which this qualifies for.
I'm posting a zero to caution others to this "great" warranty and hoping this encourage's Dennis's superiors to realize that only a complete warranty replacement is acceptable.
- Approximate cost of services:
- $9,600.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Dear Lana, we understand your frustration and one of our management team member has already approached you and explained the process. We sent Rommel to look after the problem explains that we are not trying to deny the warranty. Your all the parts are under warranty but you have to pay the labour charges ( after 10 years) to install as per current market rate and this is what Denis meant by "slight charges". We have always looked after our customers and waiting for your instructions. Thanks - Clera Admin