Dealing with window contractor re: warranty issue - need input

[sbj405]

I could use your input on a situation I have been dealing with. I had windows installed 1.5 years ago. I checked the company out and they appeared reputable. I have a 5 year installation and 15 year warranty on the windows. Well one of the windows is very difficult to open and screech. I see that something is rubbing. It's probably not that big of a deal and I'm sure they could fix it quickly. I don't want to mess with it and void the warranty or anything. I have attempted to call the contractor over the past 3 weeks. I have left probably a half dozen messages for the service mechanic. Last week I spoke with the owner who assured me the service mechanic would get in touch with me to come out and look at it. Well he never called. I have left 2 more messages for him (who I'm now told never comes to the office) and the owner and now no one will call me back. Am I just being impatient or is this unreasonable? What should my next step be? Written letter?

[seriousstan]

1. Next call mention the BBB. Companies hate to see their rep tarnished

[RubyDuby in GA]

2. Written letter

Put everything you do in writing. That way when bigger problems arise from their lack of service, you have proof of a case.

On edit: I work for an architectural firm, where I've been in the construction administration department for over 6 years. I cannot stress enough how important it is to put everything in writing when dealing with contractors!

[ohiosmith]

3. Send a letter informing them that if they do not respond within a

specified time frame you will arrange for the repairs and file a small claims action to effect recovery of your out of pocket costs. Contact your local Contractor's board and file a complaint. If any of your local TV stations has a consumer's assistance program contact them as well. Begin faxing and emailing the contractor daily asking when they are going to fix the problem.

[trotsky]

4. Written letter, via certified mail, CCing your state's Attorney General.

That should get their attention.

[NewJeffCT]

5. better than the BBB - the State Consumer Protection Dept

I've had much better luck with them than the BBB... but, maybe it's just better in CT?

[Spinzonner]

6. What do the contracts and warranties say about service

and your responsibilities to follow to obtain service ?

Since it is not an emergency I'd give them a lot of leeway so as to not alienate them but set a deadline.

Have you tried simply lubricating it ?

[sbj405]

7. There's actually an indentation from the rubbing

so I think it might be more than lubrication could handle. I could try it though. What should I use, they are vinyl windows?

I'll doublecheck the contract, but I don't believe it specified what to do. I agree re: it not being an emergency and I really won't even care if they said it would be awhile to fix it, but they won't even return my calls. Oh well, sucks for them because I need more windows and they most likely won't be getting my business.

[Trillo]

8. The following is not contract advice:

however, doors and windows not sliding or opening and closing well, stuck, etc., can be a sign of a home that has either termites or settling issues that have caused the frame to move slightly.

However, the warrantor patronizing you then his presumed employee ignoring you is a red-flag. Perhaps you should read your warranty again with respect toward framing issues and any disclaimers that may exist.