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Business Profile

Windows

Thermo-Twin Windows
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Thermo-Twin Windows's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    • Initial Complaint

      Date:05/19/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      May 13th, 2021, Thermo-Twin Windows installed new windows in my home. With the windows they also installed new capping around the windows. I had my siding replaced in May of this 2022 by AG Construction and Remodeling. During the siding install my contractor ****** ********* noticed that the capping was not installed correctly and could cause leaking behind the siding. At this point photos were taken, and I had reached out to Thermo-Twin Windows to try and get it fixed. I spoke with Paul, and he seemed very concerned and wanted to get this resolved. Paul had my contractor place a bid to get this problem resolved and requested the photos. a few days later I received a phone call from Paul stating that they did the job correctly and that Thermo-Twin Windows is not going to fix the issue. Paul seemed very concerned until he received the quote from the contractor. The quote was for around $1100 to recap the windows correctly. I spent over $6000 to get new windows installed and I figured with a reputable company that it would have been done correctly. The photos I am including is after the siding was removed and some with the new siding. I have asked around to several people and the correct way to cap is to fold the capping around the edges and tuck in. Thermo-Twin Windows just filled the edges with caulking. When the siding was pulled down all of the caulking came out with it. My contractor Austin is reachable for comment if need be.

      Business Response

      Date: 06/01/2022

      After reviewing the pictures provided and exploring pictures of house as provided by Google (see attached), it is our contention that the original install was properly performed and to the proper standards of window replacement.  In addition, we are of the opinion that when the “new” siding was install the dynamics of the original install were compromised from the original conditions of the structure at the time of the window installation.  We are also of the opinion that products used by the company installing the new siding varied from the the original product which the windows were installed against.

      In closing Thermo-Twin Industries, Inc. is of the opinion that if the siding contractor used the material with the specifications of the original material (trim, J channel, etc.) the condition shown in the pictures would not exist.

      Sincerely,

      Dennis L****

      Customer Answer

      Date: 06/04/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

      I do not understand how you can look at old photos of the house before the install was done and say that the install was performed properly, the photos are from the road and show no detail. The sides of the capping were crammed full of caulking. When my contractor was replacing the siding he said that a couple of the window capping were actually allowing water in to the siding. Luckily the old siding from the original build was still there or water would have been going into the house. Please give ****** ********* of AG construction and remodeling a call at ************ he can explain much better than I can. Proper technique is to fold edges over and tuck the capping in, this was not done on any of the windows. Putting as much caulking into the sides as needed does not constitute a proper install. I'm glad I had my siding replaced or I could of had major issues down the road with water.



      Regards,

      ****** *******

      Business Response

      Date: 09/21/2022

      Though we still stand behind our original claim that the issue was not the responsibility of Thermo-Twin, Thermo-Twin sent a crew to resolve the issue at Thermo-Twin's complete expense.  To our company, 100% customer satisfaction is always our goal.

      ****** *****

       

      Customer Answer

      Date: 09/21/2022

      [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.  All I ever wanted was this to be resolved and I'm glad they stepped up and resolved it

      Regards,

      ****** *******

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