Thermo Bilt Windows & Doors

Windows & Doors Installation & Service
Markham ON L3R 1E1
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Alex Togunov in North york
Alex Togunov in North york
1 review North York, ON
6/10

Window purchase and installation

Windows & Doors Installation & Service review in North York

Thermo-bilt  installed 5 windows at our house in August 2004. We were quite satisfied with the product and installation until last fall when we noticed signs of seal failure on the actual window.  We have a life time warranty on the windows so we contacted Thermo-bilt. According to Thermo-bilt, they were not able to find documentation that the warranty was properly registered at the time of purchase, and for that reason were not initially willing to honor the warranty. After several months of negotiations and the involvement of the Better Business Bureau (BBB) we had agreed to a compromise for a small installation fee. Thermo-bilt was then quick to schedule an appointment to measure and install new units replacing those where a seal failure had occurred. 

Note that manufacturers generally only provide a 5 year warranty, so make sure to you are clear about the terms of the Life-Time Warranty and insist that Thermo-bilt provides you with confirmation that is has been registered. 

Approximate cost of services:
$4,000.00
What could this company do to improve their services?
Honour their lifetime warranties and provide better customer service and resolution.
Any advice to offer fellow homeowners facing a similar project?
Note that manufacturers generally only provide a 5 year warranty, so make sure to you are clear about the terms of the Life-Time Warranty and insist that Thermo-bilt provides you with confirmation that is has been registered.
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Company Response

This is an unfortunate case where it seems the warranty was not registered with the manufacturer. It is true those windows have a manufacturers warranty but it must be registered within 60 days of purchase as stated on the warranty documents. We looked into this right away for this client and the factory did came back saying they don't have a registered warranty under this clients name or address. We do have a workmanship warranty but this is clearly not a workmanship issue and strictly a product issue. As a courtesy to this client we would like to offer as much of a discount as we can even though they are not covered. We do not deal with the original supplier of their windows any more and now have a far superior glass product that we can upgrade them to, which is the best glass product in North America. We always respond to all phone calls, if this customer could please call us as soon as possible we will offer them the best deal possible. We hope they understand our position in this case and we hope we can resolve this issue.

Previous versions of this review:

Alex Togunov in North york
Alex Togunov in North york
1 review North York, ON
3/10

Window purchase and installation

Windows & Doors Installation & Service review in North York

Thermo-bilt  installed 5 windows at our house in August 2004. We were quite satisfied with the product and installation until last fall when we noticed signs of seal failure on the actual window. 

We have a life time warranty on the windows so we contacted Thermo-bilt by phone three times in 2011 but no one returned our calls. At present, 3 of the 5 of the glass units have a seal failure.  There is significant moisture built up between the double glass, essentially makes the window look dirty from the inside. Ironically we had a door to door window cleaners stop by to offer window cleaning services.

We have been in contact with the company again this spring, but they are now refusing to honour both the 10 year warranty ("workmanship of all thermo-bilt windows &doors products in warranted for a period of ten (10) years from date of manufacturing." ) and the lifetime seal failure warranty ("insulating glass units are warranted for life-time against seal failure") that are noted on their website and the back of our invoice.

Here was their response: 
"I already digged in to all our files and contacted the possible factories
that we dealt with in manufacturing the windows and found that the factory
who manufactured your window is no longer in business. So if I will be
sending your service request to the current factory that manufacture our
windows right now. They would charge to replace the seal units of your
window but they will give the price discounted and they will carry the
lifetime warranty afterwards."

After our response a few weeks ago it appears they are ignoring this issue.  

I wish we could recommend these guys, but with the seem to turn their back on you after the job is done so good luck if there are issues down the road. 
<br />
UPDATE:<br />
On April 2nd, 2012 Thermo-Bilt stated that they "contacted the possible factories that 'they' dealt with in manufacturing the windows and found that the factory who manufactured 'our' window is no longer in business."<br /><br />

On May 2nd 2012 Thermo-Bilt stated "the factory did came back saying they don't have a registered warranty under this clients name or address." <br /><br />

So it is not really 'out of business', but now
on May 2nd 2012 ThermoBilt also stated that the warranty "must be registered within 60 days of purchase as stated on the warranty documents". Our warranty has been attached as an image for your reference and there is no such requirement"<br /><br />

"As much of a discount as we can" are not the terms stated in the warranty.<br /><br />

It is becoming clear to us that Thermo-Bilt engages in false advertising and will be breaching the terms on the invoice by not honoring the life time warranty for seal failure.<br /><br />

We would appreciate it if Thermo-Bilt Warranty Claims Manager contact us (contact information which you have) to advice us what you will do to resolve this matter. <br /><br />

Approximate cost of services:
$4,000.00
What could this company do to improve their services?
Honour their lifetime warranties and provide better customer service and resolution.
Any advice to offer fellow homeowners facing a similar project?
Be very cautious hiring the services of this company.