Expert: David Conboy - 6/22/2011

Question
Hi,

I have a home owner's question in regards to my windows. I built my home in 2002 and moved in, in 2003. I have Certainteed Windows, which were installed in 2002.  I noticed the rubber rotting away on several windows and filed a claim with Certainteed in 2008.  In 2009, a representative came to the house, said it was out of warranty, stated they never saw anything like this before and then mailed us some parts to replace it.  It is extremely difficult to do and would cost me over 500 dollars to hire some one. I left it go (ignored it) and now it is 2011 and every window in the house has black rubber rotted around all the windows.

I now call Certainteed back, they said the same thing again, but now they say that I probably put something on it, b/c they have never heard of this. The company no longer makes windows (probably b/c of these problems) and says the replacment part I need will not be made, but they will try to look for some parts for me.  

My question is what should I do to get this problem resolved. I know the rubber is going to rot again. I should not have to pay for this and now in a few years, I am out of luck. The Certainteed company said that if this happens again, they will look at it then and give a monetary reimbursement.  This is not true, as why don't they do it now?  I

I want to know who I can contact to get help.  I have called Certainteed several times and tried to talk to a supervisor and all I can get is some replacement parts that I will have to hire someone to put it.  The windows could break and get scratched trying to do this, since this is hard.

It doesn't seem fair that I have a new home and have not been able to get help.

Any suggestions for who I can contact? the business bureau?

Thanks in advance,

Heidi

Answer
Dear Heidi,

Apparently, you are not alone with your complaint about Certainteed windows.  Go to:  http://vinyl-replacementwindow.net/2008/09/29/certainteed-windows-reviews/

and read the reviews there.  It seems that 9 out of 10 people who have had Certainteed windows installed have had all types of problems with them.

You will also want to go to:  http://imageserver.webpropartners.com/UserMedia/GAFGallery/Windows/CertainTeed/C...

where the Certainteed lifetime warranty is in print.  Include this warranty information with the information you provide to your State's Attorney's General.  The warranty is very clear and states that they will stand behind their windows for both parts and labor for as long as you own your windows.

I would first, document everything down to the most minute detail and file a formal complaint with your Attorney's General Office.  I'd also try to connect with the others on the site listed above because one of the posts mentioned that they are contemplating a class action lawsuit against Certainteed because of the faulty windows.  You may want to become part of that class action suit.

Personally, I think you stand a real good shot at getting your windows fixed or replaced at no charge.

I hope you find this information helpful.

Dave