We purhased three large bay windows and had them installed in December 2005. Everything was great initially. Just 15 months after the installation, however, one of the windows developed a large pressure crack from one corner to the other in an 'S' shape. This happened in early spring while the weather had been characterized by extreme changes between warm and cold. I called the company and they informed me that the warranty on the windows had expired and they would check with the manufacturer to see if they would cover the cost of the window. Two weeks later I heard back that the manufacturer would not cover the cost of the new window and neither would Beverly Hills. Although it was not a crippling amount to repair the window, I did spend $10,000 on them and for that price I expect them to last longer than 15 months! They could have apologized and offered to cover the small repair bill and had a very satisfied customer, but instead, they have a customer who is very annoyed at the nickel and diming. I called the service manager to complain and left a voice mail, but he never returned my call. I'm not impressed.
- Company Response
I would like to assure the customer that the window warranty did not expire and still has not expired.
Vinyl frames and sashes used in Beverley Hills windows are warranted against chipping, cracking, peeling or blistering. Moving parts such as balances and locks etc. are also warranted. The sealed insulated glass unit is warranted against defects that cause moisture collection or film formation caused by dirt in the dead air space of the sealed unit.
This warranty is valid for as long as you own and reside in the home. It can even be extended to a new owner.
Unfortunately the glass is not covered. Pressure cracks are not covered by any window manufacturer that we know of. If a pressure crack occurs shortly after installation, Beverley Hills will replace it as a gesture of goodwill, even without compensation from the manufacturer. But after 12 months we can be certain that the crack was not the result of poor installation but likely extreme weather conditions.
As to why a customer's call was not returned, apologies are in order. This is never acceptable and it has been noted.