Metropolitan Window Company Inc.

I received the complaint the December 1, and immediately reviewed Mr***'s file Metropolitan was at Mr***'s home on May 9, to replace the handle set on his storm door At that time, the serviceman noticed that the factory applied cladding on the exterior jamb of the
door was pulling away He did take pictures and reported the problem to our service department Unfortunately, our service person did not follow through with this issue I called Mr*** Monday morning, December 1, and tentatively arranged a date for me to go and look at his storm door on Friday, December 5, Mr*** is to confirm the date and call me History: Metropolitan sold Mr*** windows, a steel entry door and storm door on May 8, John S*President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I did receive a call from MrS*** on 12/regarding this issueWe have arranged a time and date for him to come out and review the issueMr S*** assured me he will arrange to have the problem taken care ofAs of today 12/01/ I am satisfied that the issue will be handled and would like to withdraw the complaint. *** ***
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Review: Metropolitan Window Company installed Thermal Industries windows in my house on 3/8/91. They came with a limited warranty from Metro and Thermal Industries: 25 yr.parts replacement at no charge to the customer.In addition to this limited warranty, Metro provided an exclusive homeowners guarantee: purchaser will never be charged a service call from either Metro or Thermal Industries. I contacted Metropolitan Windows this September for repair work. They replied that Thermo Industries does not make that style window or parts for that window anymore, so the warranty is null and void. They referred me to a third party whom might be able to get the parts or have them already. This would be between me and the third party as Metro was no longer responsible.The third party did have the parts and on 10-15-2015 fixed my windows. The third party also stated he could service the windows in the future and if he did not have parts he could get the parts. I complained to Metro about the service charge from the third party. They agreed to pay for the third party's service charge this time as a courtesy, but would not do this in the future, as implied in the warranty. They could not service my windows anymore but would be glad to sell me new windows next year. My complaint is if the third party contractor can get the parts why can't Metro Window Company get them and honor their exclusive warranty (no service charge for as long as I own the house).Desired Settlement: In the future, Metro Window Company should honor their exclusive warranty and pay for the service charge. One of the reasons why I purchased these windows was because of the exclusive warranty.

Business

Response:

Metropolitan installed windows for the [redacted]'s in 1991. The manufacturer, Thermal Industries, no longer make the model of windows purchased by the Zieger's. Although, Metropolitan carries in inventory several window parts for future services, we did not have the required parts for their windows. We recommended and arranged for a third party serviceman to visit their home and see if he had in his inventory the necessary parts. The serviceman did and corrected the problems. Mr. [redacted] was NOT charged a service fee. Metropolitan paid the third party serviceman for his visit to the home. Metropolitan has always honored any and all warranties given to their customers. We will continue to do so for Mr. [redacted] and all of our valued customers.John S[redacted]President, Metropolitan Window Company

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.