NT Window, Inc.

Mrs***’s rejection does not specify which facts in our original response were incorrect, so it is impossible to respond specifically to the rejection at this timeHowever, we do not intend to dispute any facts as she sees them relating to this compliant, as we have already agreed, and are working diligently, to do everything the ***’s have asked us to do to satisfy their concerns in this matter (see below for the proposed and mutually agreed solution)We are, at this point, at the mercy of the company that originally performed the installation in completing the proposed solution*** *** *** *** will be installing the windows we have agreed to provide as replacements for those that are unsatisfactory to the ***sWe require certain detailed information from *** Screen and Glass in order to manufacture the needed windows, which Mr*** has, up to this point, been unwilling to provide, even though we have agreed to every demand Mr*** has made in terms of his compensation for performing the workWe are working diligently and around the clock to get Mr*** to provide the needed information and release the order to us at which point we will immediately move to manufacture the agreed products and deliver them to *** *** *** *** for installation.Our proposed resolution is as follows:NT Window will provide new, defect-free storm windows built to factory specifications to replace any windows with which the ***s are “uncomfortable”We will begin manufacture of the replacement storm windows as soon as we receive detailed information from *** *** *** *** telling us what to buildThe new windows will be inspected by *** *** *** *** and by a representative of NT Window upon delivery to ensure the new windows are built to factory specifications and are free of manufacturing defects*** *** *** *** will install the new windows in the *** residenceNT Window will warrant the windows per our standard warranty for this product series (relevant portions of warranty attached for reference)All of the above will be done at no charge to Drand Mrs***

To date, we have made every effort we know of to determine if a defect exists in the windows on the referenced project and have not been able to duplicate the alleged leakIn spite of our inability to duplicate the water infiltration of which the homeowner is complaining, we have taken multiple steps, including replacement of multiple insulated units, to alleviate their concernsOur most recent efforts to identify a defect included applying significant amounts of water under pressure to the window glazing and surrounding materials in an effort to cause them to leakWe were unable to make the windows leak.Proposed Solution:We are more than happy to repair any manufacturing defect we can identifyHowever, at this point the only thing we can think of to do to try to identify a defect is to have an independent 3rd party testing laboratory come to the jobsite and perform an AAMA certified field test for water infiltration in a final attempt to prove the windows defective and to identify the root cause of the defect if one can be identified so that we can repair it under our warranty.If the windows fail to perform to their specifications during the field test and a defect is identified, we will do whatever is necessary to correct the defect under the terms of our warranty and we will pay for the cost of the field testIf the windows pass the field test and no leakage or defect can be identified, we feel it is fair in that case for the homeowner to pay the cost of the field test

A new roof was put on in August 2011, house siding was replaced, sealed and painted in March Then we decided to replace the windows, the last step to updating the outside of the houseUp until we had windows replaced with your product, we had single pane 70’s windows with aluminum trim and they never leaked
The windows in question are the bottom row of a “wall” of windows feet high and feet across consisting of smaller trapezoid windows on the top row, and the large rectangular windows in question, in a row below themThe bottom row of windows is 12ft below the ceilingSo what you are suggesting, is that water leaked through our new roof and ran down through drywall, past the upper row of windows, and all the other woodwork surrounding the area and landed in the bottom corners and on sills of the lower windows spanning feet across, without leaving any trace of water damage anywhere else? Well, we should bottle that water, its miracle water
There is no water damage around any of the framing or drywall from the ceiling to the windows in questionThere is not damage to the drywall and wood trim below the windowsWe removed the inside trim to check to make sure that the water was not coming from a different area, the wood and drywall on the inside are dry and in pristine conditionWe do not need to hire someone to come and detect where it is leaking, because we know it is leaking at your windowsYour company has even acknowledged it as shown in the documentation that you have provided stating that they have come out several times to try and rectify the situation and as I was on your Revdex.com site, I noticed that this is not the first time that a complaint has been issued with these types of windows manufactured by NT windowsThe water damage is contained to the areas around your windows
Obviously Poor product quality caused the windows/frames/silicone caulking to warp within the last years due to Texas weather, even though your company had assured us that they could take the exposureIt seems to me that you are unable to make windows that size that can withstand a lifetime of the weather indigenous to this areaI am only praying that the top windows and the double hung windows we also purchased do not start leaking, they, however, do not receive as much direct hit from weather because of the roof overhang
We are really disappointed that you all have decided to grasp at straws to try and point the finger elsewhere instead of owning up to the problem, which is so obviousWe have obviously tried to work with you folks to resolve it at least times and are no longer interested in wasting anymore of our time on these windows
The only resolution we are accepting at this time is a refund for the windows and for the water damage to be fixedWhen we have the windows replaced, you may have your windows backWe believe that in the long run this would be the most beneficial for us and we would imagine for you too

Ms***, In response to your Revdex.com complaint as submitted on 4/I would like to provide the following formal response: We are disappointed that your experience has forced you to take this step in communication in attempt to find resolution to your expressed problemHowever, we do
understand the value and authority that the Revdex.com offers to both the consumer and business's alike - therefore our continued membership and participation in the programAs you stated, you contracted through one of our independent authorized dealers to install picture windows into your home in February of Approximately two years later you submitted a request for warranty service which we processed and respondedDuring our initial visit for inspection and the following that occurred we could not find a defect in the product as installedHowever, and most importantly, we continued to accept each of your service requests following in good faith in order to assure you that the product you chose was performing as it was designed to and ultimately to earn your confidence as a consumerOur most recent attempt , one of our senior management members, joined our field service team at your home and with your husband as witness, performed a field water test on the units in questionThis field test resulted in no signs of water leakage and reaffirmed that other parts of the home envelope should be considered as cause for this problemOur proposed next step in order to confirm the current findings and to help provide resolution to this claim would be to hire an independent third party testing facility to provide an onsite field test of the units in question. The findings of this test will then provide both parties the resolution that we both sincerely want and we are willing to act accordingly to the findingsOur commitment to your satisfaction is priority and hopefully through this exercise we can do just thatWith your agreement we can further discuss the details of this process and the actions that would be taken upon the findings by both parties

Dr. and Mrs. [redacted] entered into a contract with [redacted], an NT WindowAuthorized Dealer, to provide and install aluminum storm windows on their home. Mr. R[redacted]purchased the windows from us and we fabricated and delivered them to him. Duringinstallation a defect in the application...

of the weatherstrip and seem sealer was identified. Mr.R[redacted] took certain unilateral steps to cure the identified defects. NT was notified of the defects,but the installation continued and was completed without NT having the opportunity to remedythe defects prior to completion of the installation.After installation was completed, the [redacted]s complained of “water leakage” through the stormwindows. NT’s representative, Mr. [redacted], went out to examine the problem and didfind evidence of condensation behind the storm windows, a condition that is perfectly normal foraluminum storm windows of this design, but could not identify any actual leakage.Nevertheless, we agreed, as a way to ease Mrs. [redacted]s’ concerns, to extend our standard 5year warranty to a lifetime warranty, per Mrs. [redacted]’s request. Mrs. [redacted] ultimately rejectedthis offer as the warranty does not include warranty labor beyond the first 12 months, and NT isnot able to warranty the warranty labor longer than that.We maintained constant communication with our dealer, [redacted], and with the[redacted]s, as needed, to address their concerns. In a subsequent conversation we agreed toprovide new storm windows, built to specification and free of manufacturing defects, to replaceany windows the [redacted]s deemed “deficient”. As of the date of this complaint, we havenegotiated an agreement with [redacted] for them to remove the defective partsand install new windows.Our proposed resolution is as follows:1. NT Window will provide new, defect-free storm windows built to factory specifications toreplace any windows with which the [redacted]s are “uncomfortable”. We will beginmanufacture of the replacement storm windows as soon as we receive detailedinformation from [redacted] telling us what to build.2. The new windows will be inspected by [redacted] and by arepresentative of NT Window upon delivery to ensure the new windows are built tofactory specifications and are free of manufacturing defects.3. [redacted] will install the new windows in the [redacted] residence.4. NT Window will warrant the windows per our standard warranty for this product series(relevant portions of warranty attached for reference)5. All of the above will be done at no charge to Dr. and Mrs. [redacted].Sincerely,NT Window,

NT windows inability to
replicate the leaking that is in fact occurring does not mean the leak is not
occurring, it just means you cannot duplicate it. Using every effort YOU know
apparently is not enough.
          The multiple steps that NT windows and
[redacted] have taken were in fact only two steps:  1. Reglaze
the windows
     
       2. Caulk (see attached pictures)
There is the possibility
the problems are coming from the frame and /or installation, neither of which
were investigated.
As far as your
"water hose under pressure" test, it pales in comparison to the
pressure and volume of rain being blown by 60mph winds for significantly longer
than your 15 minute water hose test.
We do not need ANOTHER
3rd party to test these windows; Mother Nature keeps proving they leak (see
pictures previously supplied) 
NT windows and [redacted]
enterprises have had 8 opportunities spanning 15 months to examine, inspect,
test and perform any corrective action necessary. You've had twice as many
opportunities as the automotive industry gets to fix a problem under the Lemon
Law.
We are done dealing with
your ineptitude. The only solution we are willing to accept at this point is a
full refund for the windows in dispute and compensation for the sills damaged
by the leakage.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11429576, and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.The business (NT Window) fails to identify and respond to our specific complaints as evidenced by their statement that our "rejection does not specify which facts in our original response were incorrect, so it is impossible to respond specifically at this time." Herein, we specifically state which facts were incorrect and provide them with the opportunity to respond to each specific instance and/or question. My purpose in
filing this complaint against NT Window, Inc. (NT Window) is to share
my personal experience with NT Window’s customer service and warranty
guarantee. It is important for people to be made aware when
a company has poor customer service and does not back up
their product when it is defective. Their narrative appears to be that
they are doing us a favor instead of owning the fact that over forty windows
that we purchased from them were not manufactured to specification and subsequently
leak.As the reader will see
in each of NT Window’s responses, they fail to provide any factual
documentation and/or evidence as to how they are in fact “working diligently,
to do everything the Martelli’s have asked us to do to satisfy their
concerns in this matter.” NT Window does not take action in moving forward
with their agreements. To ensure that NT
Window is provided the opportunity to answer each question with
documented information since they claim my prior complaint does not
specify which facts were incorrect, I have outlined my response with numbered
statements and questions so that they may easily identify and respond
to them.Original points of
dispute:NT Window continues to claim that Mr. N[redacted]
only observed condensation on his visit when he clearly saw leakage and my
husband sent additional photos demonstrating the same.Why did Mr. N[redacted] claim that “industry
practices do not support the use of silicone as a perimeter sealant for
storm windows” when I provided three documented
resources (two from federal agencies) advocating the use of
caulk as a perimeter sealant and he encouraged Keith to use it? Why
did he claim that this absolved NT Window of their labor
obligations to Mr. [redacted] and consequently us?In an attempt to prevent damage to our window stops by
removing and reinstalling the defective storm windows we
initially asked for a lifetime warranty which was agreed upon.
Why then did the warranty we receive only include parts and exclude labor?NT Window did not maintain communication with us as
evidenced by the long gaps in communication and ignored emails.It is the responsibility of NT Window to inspect their
product prior to shipment and not that of the installer. Why then did
Mr. N[redacted] claim that this responsibility fell on the shoulders of
Mr. [redacted] and that this absolved NT Window of their labor
obligations to Mr. [redacted] and consequently us?NT Window states
that they are “working diligently and around the clock to get Mr.
[redacted] to provide the needed information and release the order…” to
them. My questions to NT Window on this point are as follows: Why is NT Window requiring Mr. [redacted] to
accept a portion of his payment in material credit when Mr. [redacted]
would prefer being compensated monetarily? Why did Mr. N[redacted] send Mr. [redacted] the letter dated
April 29, 2016 after we verbally agreed on April 15, 2016 that NT Window
would pay Mr. [redacted] for the labor work of the warranty? Was NT Window in fact truly out of material on May
16, 2016 when they emailed Mr. [redacted] stating that “we only have two
full boxes (of) the screen frame material…” that Mr. [redacted] ordered? If so,
please provide some documentation on this point. Why has Mr. [redacted] still not received the check that he
was told was on its way May 14 (well over a week ago)?When we decided to purchase storm windows from NT
Window, we did not dispute the cost of the windows or the labor.
Why does NT Window dispute the cost of Mr. [redacted]’s labor?NT Window claims that they are “at the mercy
of…” Mr. [redacted] in not releasing to NT Window the order information
for the replacement windows. Mr. [redacted] has maintained
communication with me throughout his dealings with Mr. Dennis N[redacted] on
working out the labor terms of the warranty work. Mr. [redacted]
has informed me and provided me with documentation that Mr.
N[redacted] disputed the cost of the labor for a period of time to
replace the windows. As stated in my last
response, in the letter dated April 29, 2016 that Mr. N[redacted] sent to Mr.
[redacted], Mr. N[redacted] stated… “we reject your proposal entirely.” He
continued to state that NT Window’s position is that it is Mr. [redacted]’s
responsibility to inspect the windows and that they would not provide Mr. [redacted]
anything more than… “a $250 material credit…” for Mr. [redacted] to unload the
windows. Mr. N[redacted] continues to state in this April 29th letter
that NT Windows is absolved with regard to the installation or in this
case the windows being removed and re-installed. This letter was sent to Mr.
[redacted] after we all verbally agreed and Mr. Loren
[redacted] confirmed in writing that Mr. [redacted] would be paid for his labor of
the warranty work. In addition, NT Window’s warranty language states
that NT Window will "provide the labor.” Since our agreement made on April
15, 2016 and my initial request for claiming the warranty on the defective
windows in March, no work has successfully been done to move forward
in replacing the defective windows on my house. NT Window states in
their response letter that Mr. [redacted] has “been unwilling to provide” the window
information order for NT Window to fulfill. Mr. [redacted] has communicated to me
that after hostile negotiations with Mr. N[redacted] that they were
able to reach an agreement that NT Window will pay Mr. [redacted] for his labor
in the warranty work. However, NT Window is unwilling to
pay his labor costs in full and is requiring
that nearly half of Mr. [redacted]’s payment be made in material
credit and apparently at greater cost than he can acquire elsewhere. NT
Window refuses to monetarily compensate Mr. [redacted] for his time and
labor completely. Mr. [redacted] shared with me that he finally accepted the
material credit term as part of his labor payment due to the fact that he is
unable to complete the work for only the monetary portion that NT
Window is willing to provide him. Mr. [redacted] confirmed
with me that he will require NT Window to provide payment in full before he
will release the window order information to NT Window. The reason for Mr.
[redacted]’s policy for NT Window is based upon professional advice
and his personal interaction with Mr. N[redacted] and Mr.
[redacted] since the beginning of this warranty claim. I agree with Mr.
[redacted]’s position due to the fact that no statement that NT
Window’s representatives have made has been completely
satisfied. Mr. [redacted] believes that if he releases the window order before
he receives payment that NT Window will simply make the windows, ship them to
Mr. [redacted]’s warehouse, and wipe their hands of any responsibility to
fulfill the labor portion of their warranty guarantee. Even though NT
Window states in their May 20th response that we have an
agreement, no documentation has been sent to Mr. [redacted] to meet any of his
requirements regarding the payment for his labor. Last week, Mr. [redacted]
contacted me to inform me that NT Window informed him that they would only be
able to ship him part of his material credit order that he submitted for
NT Window’s payment to him for the warranty work due to a lack
of material in the warehouse. Mr. [redacted] stated to me that he rejected this
partial order fulfillment due to the fact that it was not what he and Mr.
N[redacted] agreed upon. Mr. [redacted] informed me that he has great doubt that NT
Window would not have enough material in
stock to completely fulfill his order. He additionally
communicated to me that he felt that this was just another tactic to
prevent all parties from moving forward in resolving this issue. He
is still apparently waiting for the monetary payment for half his labor work
that was supposed to be in his possession last week. I personally believe
that NT Window is trying to position themselves to do everything in their
power not to fulfill their warranty obligations. If NT
Window were willing to fulfill the agreements that
their representatives make, the warranty work would have been completed
months ago. Due to the fact that
the material order portion of the warranty payment to Mr. [redacted] is delaying him
from being able to release the window order to NT Window, he again provided NT
Window the ability to provide him monetary compensation for the
material credit portion of his payment. Mr. [redacted]’s communication of this
was documented in the email that he provided to me on May 20,
2016. Mr. [redacted] stated, in writing, that if they agree to full monetary
compensation, he would immediately submit the window order upon receiving the
check. Mr. [redacted]’s documented actions demonstrate to me that he
is doing his best to work with NT Window and provide them every opportunity to
fulfill their warranty obligations to me. On May 18th,
Mr. [redacted] emailed me to provide me with an update in their communication
with Mr. [redacted] to work out the labor terms. In this email, Mr.
[redacted] states, “We have agreed to every demand… Mr. [redacted]… has made
regarding their compensation for installation of the replacement products,
however, they have refused so far to give us the information we need on which
windows to build or to release the order to use for production.” Based on the
documented information that Mr. [redacted] has provided to me on this issue,
Mr. [redacted]’s email demonstrates that in fact NT Window is attempting to
position themselves as unable to fulfill the warranty since Mr. [redacted]
refuses to work with them. As stated above, this is not the case. I do not understand
the reason NT Window refuses to allow all parties to move forward to resolve
this issue. I would appreciate if NT Window would focus their response to
the questions listed above. NT Window states we have a “proposed resolution” in
their May 20th response letter. However, NT Window has made
no action that they can provide documenting evidence upon which to
demonstrate in fact they are moving forward with their agreement and fulfilling
their warranty obligations. My one request is
that the defective storm windows on my house are replaced within a
reasonable period of time. Thus far, we have exceeded what I
would consider reasonable and it has been anything but a
pleasant experience. It has been three (3) months of countless hours spent
and intense argumentative communications with NT Window to have the
company fulfill their warranty promise on the defective products that left
their warehouse. I would greatly appreciate if NT Window would work in
good faith with Mr. [redacted] and move forward in the labor terms so that I can
receive a start date on when I can expect the
defective windows that remain on my house to be replaced with
correctly manufactured windows. Again, my purpose in
filing this complaint is to share my experience with NT
Window. It is important that NT Window account for their actions. The
reader will note from NT Window’s response letters that they refuse to accept
responsibility and ignore obviously stated facts and discrepancies. NT
Window attempts to shift the blame to the customer and third party
dealer. At this point, NT Window has not provided one
documented action that they completely fulfilled with regard to the terms
of our agreement and/or their company warranty.  Regards,
[redacted]

Thank you for your response to my compliant.  I didn't really see a situation offered in your letter just a reiteration of your company philosophy.  Words do not constitute action, but I thank you for your time in responding.We are dealing with your Ft. Worth plant.  They acknowledged that their machinery was not properly aligned  and they had problems during manufacturing.  Note we are not talking about a little water on the window sills we had gallons coming through our new windows.  The bottom of our picture windows were not sealed and the magic tape that was suppose to be on the inside to seal the glass was not lined up so there was no stopping any water that touches the windows. So yes I am very aware of the rain.   I had to mop up water in my new house after each rain shower.  I was very thankful for the rain because if we had continued to sheetrock we would of had a problem even greater.  We have been stopped on construction since May.............I no longer have faith in your product or word.  We were told the glass would be removed and the windows re glazed.  We have 17 picture windows that leak. They are plain glass, no cross pieces very simple windows.Last week your company told our contractor that they wanted to come and try to fix them one more time.  NO  Four times is enough.   My new windows from you have caulk visible, the trim does not fit right any more, one is cracked, one has condensation between the glass panes.  They now look like second hand windows, not the image I would think your company would want to set forth.  I have lost faith in them and your philosophy.   We are removing your faulty windows and purchasing some from a different company.  Our dealer/contractor will be returning them to you and we expect a refund and reimbursement for the removal and reinstallation of Windows that are not faulty.   Maybe this will be less expensive your company than re glazing them and standing behind you word.  Tow different people told us the fix would be to remove and re glaze...........

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11429576, and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.NT Window’s response is not a correct statement of the facts. This issue is currently not resolved. [redacted] only became aware of the defects after the installation job was nearlycomplete. Mr. [redacted] immediately contacted Dennis N[redacted] at NT Window to report thedefects. The duty ofNT Window is to inspect the windows through their quality controldepartment before the order leaves their warehouse. The duty of [redacted], as anauthorized installer, is to install the windows.When Mr. N[redacted] came to our residence he personally witnessed the defective windowsleaking. Mr. N[redacted] left the house without providing us with any solution or help to correct theproblem. We had to contact him to follow up on the issue. During our first conference call, Mr.N[redacted] stated that the windows were fine and that NT Window has a great warranty that theywill stand behind. I asked that they either provide me with a lifetime warranty or I would behappy to call in the warranty since the windows were just installed and I was within the 12month warranty period so the labor would be included. Mr. Loren S[redacted] and Dennis N[redacted]did not want to carry out the warranty by replacing all of the detective windows so they said theywould provide me with a lifetime warranty.After I received and reviewed their draft of the lifetime warranty terms, I saw that they omittedlabor after the first 12 months. On March 21 st, I responded by sending Mr. S[redacted] a revisedlifetime warranty agreement that I felt comfot1able entering into. Mr. S[redacted] never responded tome on this issue. I followed up with him via email on March 25th with no response. On March31 st, Mr. S[redacted] responded only to simply state that they were discussing all issues.From March 31st until April 14th Mr. [redacted] made several attempts to communicate with NTWindow regarding moving forward on our warranty claim. I emailed Mr. S[redacted] on April14t11•In addition, my husband sent Mr. S[redacted] several photos to document the defects and leaks.On April 15th Mr. S[redacted] agreed to a second conference call with himself, Mr. N[redacted], Mr.[redacted], my husband, and me. The response from NT Window representatives (Mr. S[redacted] and Mr.N[redacted]) was contentious. It was a very heated conference call that lasted well over an hour.Our position was that we want windows that are built to specifications without defect installedon our house like what we paid in full for. Both Mr. S[redacted] and Mr. N[redacted] attempted to arguethat what we were asking for was unreasonable and that even if the windows were built tospecifications that they may still leak. At this point they were still not fm1hcoming in theirwillingness to honor their warranty and said they would schedule a second call with us later thatday.We received notice that Mr. S[redacted] and Mr. N[redacted] would follow up with us all (Mr. [redacted],my husband, and me) and we scheduled a second meeting for that afternoon. After they phonedin nearly forty minutes late to our scheduled follow up conference call, I pointed out to Mr.S[redacted] the tardiness to our agreed upon meeting time. We all have busy work schedules and needto plan for the additional time this issue is requiring. Mr. S[redacted]'s response to me was that he isrunning a multi-million dollar business and sometimes his meetings run over. This is yet anotherexample of NT Window's arrogance and the manner with which we were treated throughout thisentire process.Finally, on April 15th in this second conference call, Mr. S[redacted] notified us that he would haveNT Window rebuild the defective windows and pay Mr. [redacted] to install them. I hoped that thiswas the end of fighting with NT Window for them to honor the terms of their warranty, but thiswas not the case.NT Window did not have any communication with us until April 29th when I personallycontacted their warranty department to follow up on the agreement that Mr. S[redacted] made with uson April 15th. Mr. N[redacted] responded to me via phone stating that he was working with Mr.[redacted] on the installation terms and that he could not let me know anything else. However, duringthis time, Mr. [redacted] remained in communication with me and let me know that NT Window wasnot working with him in good faith and rejected his proposal outright for the replacement andreinstallation work that he is to provide for them.On April 29th, Mr. [redacted] forwarded to me the rejection letter that Mr. N[redacted] sent himregarding the reinstallation of our storm windows. Mr. N[redacted] stated ... "we reject yourproposal entirely." He continued to state that NT Window's position is that it is Mr. [redacted]'sresponsibility to inspect the windows and that they would not provide Mr. [redacted] anything morethan ... "a $250 material credit. .. " for Mr. [redacted] to unload the windows.Mr. N[redacted] continued to state in this letter that the steps Mr. [redacted] took to correct the leaks ofthe defective windows we were experiencing was not authorized. More specifically, he stated ..."NT Window, Inc., also would like to note that industry practices do not support the use ofsilicone as a perimeter sealant for storm windows installed as it prevents proper air infiltration asintended by design" and that this "absolves NT Window Inc. in regards to the installation or inthis case the windows being removed and re-installed." On several occasions in my personalcommunication with Mr. S[redacted] and Mr. N[redacted], they both stated that Mr. [redacted] did awonderful job sealing up the leaks with silicone. They even had Mr. [redacted] read them thewarranty of the silicone material that he used. In addition, numerous government agencies andmanufacturers call for caulking storm windows, including those that meet the rigorous standardsfor historic preservation, of which I'm sure he is aware (sources cited below). NT Window wasnot honoring the agreement that we made with Mr. S[redacted] on April 15th that they would pay Mr.[redacted] to carry out the warranty work and was apparently trying to discredit him and avoid payinglabor costs.Mr. [redacted] contacted me directly to provide me with a copy of this April 29111 letter from Mr.N[redacted] and notified me that NT Window was refusing to work with him in good faith on theterms of the installation work.Again, we did not have any follow up communication with NT Window. On May 211d, I emailedMr. S[redacted] to follow with no response. On May 4111, I contacted the warranty department asecond time to follow up. The warranty representative stated that this matter was "out of herhands." I asked her how I should proceed since Mr. S[redacted] and Mr. N[redacted] would not respondto my communications.Mr. [redacted] continued to maintain communication with me to let me know how difficult NTWindow has been in their negotiation on the reinstallation work. On May I 011\ Mr. [redacted]informed us that he agreed to what Mr. N[redacted] referred to as his "final offer." Even thoughMr. [redacted] does not believe this is reasonable payment for the amount of work that needs to bedone, he accepted the terms in order to help us move forward and get this terrible experiencebehind us all.This entire process has been very time consuming as well as mentally and emotionallyexhausting. Getting NT Window to agree to fulfill their wananty obligations has been aprotracted and extremely contentious process. As of this writing, we still have defective stormwindows on our house. I am pregnant and have experienced tremendous stress from Mr. S[redacted]'sand Mr. N[redacted]'s aggressive and combative engagements. Both Mr. [redacted] and I had to consultwith attorneys separately on our legal options.Having a company honor their stated warranty when they agree that their product is defectiveshould not be as difficult as this process has been. I would never recommend anyone work withthis company due to their appalling actions and reluctance to honor the warranty on theirproduct.I will not consider this matter resolved until the defective windows are replaced with thosemanufactured to specifications. The process thus far has taken nearly three months.Sincerely,[redacted]

I will first apologize for our delay in submitting an official response to this complaint submission. As president of NT Window, the duty to respond officially was mine but due to traveling I was not able. However, as we both acknowledge, our actual response to your service claim began within days...

of the original submission from our dealer on May 23. As you stated, our initial appointment offering for corrective action was planned for June 12. This time frame does fall outside our normal scheduling guidelines within our service department but due to the record rains our scheduling had been affected. With the urgency of your claim we attempted to respond quicker by allowing our territory manager to visit the job site for inspection and possible field corrections. This effort in late May proved unsuccessful and has forced two additional job site visits by our service team including our quality control manager most recently.In response to your request that NT Window supports the incurred costs of our dealer for their efforts in finding resolution to this problem, our answer is simply yes and is part of our normal business philosophy. Our dealers are our partners and we will work directly with this dealer to come to a fair agreement.  To summarize, your request for service is completely valid and resolution is our top priority. We will continue our efforts in providing corrective action in the shortest time table possible so to limit any further impact this situation has caused yourself and our dealer. We stand strongly behind our products and hope to earn your trust in the immediate future. Please feel free to contact myself directly via phone or email for any further questions or comments as resolution is found. We greatly appreciate your business and apologize for the negative experience - it will be corrected.