I purchased 12 North Star Slider Windows from Northern Comfort and the first heavy rain, water came in on the inside track on 5 of the windows. These were the windows facing the wind. I contacted Northern Comfort, and they informed me that this is the design of the window for water to come into the track and eventually will reach the drain hole. We had water the first time sit for 3 days until we dried it up. We did not hear back from Northern Comfort so we contacted customer service at North Star, they sent a repair team out a couple of weeks later, they checked the drainage system and drilled another hole in the track to help the drainage. If we were told by the salesmen that this was the way this window was designed we would have either got a different style or a different manufacturer. We felt that the Northern Comfort salesmen and their service people were not that interested in our problem. We feel that if we had not contacted North Star ourselves little would have been done. The Sales Rep was suppose to come by during installation, and he did not. He was suppose to come by the following week and phoned and cancelled. I will say that the install team were very good. I could not recommend this company to anyone.
- Approximate cost of services:
- $6,800.00
- Company Response
Thank you for your comments. Northern Comfort takes pride in the work and product we offer, all comments are reviewed and taken seriously. Upon reviewing your file of your recent installation, it was noted that you lived in the country and contacted us regarding a concern with your new windows. Our service representative was dispatched the same day who then contacted the manufacturer and sent pictures showing water pooling in the window tracks and not draining quick enough especially after a severe rainstorm. However water never entered the home at any time. The manufacturer was sent out to your home within 3 weeks at which time the technician made some minor adjustments to your windows and found some blockage inside the frame. This is an isolated case that usually does not happen. The blockage was immediately removed and problem solved. We will however keep an eye on this and review the drainage again in the spring. We apologize for any inconvenience caused.