I purchased a new build home in a development who hyped up their "Energy Star" homes, citing the many upgrades including the Pollard low-e windows. Unfortunately, I have had nothing but problems with these windows. I did report all the problems on the various Tarion warranty forms but the builder did nothing to resolve the problems other than installing additional caulking in the basement windows where they are explosed. Problems are as follows:
1. The sliding windows in particular have extreme problems with ice dams...this is not a little ice from condensation - this is a solide piece of ice at least an ice thick that prevents me from opening the window (not good when you have a gas leak which I did about a month ago!).
2. In addition, one sliding window has mould build up BETWEEN the panes. I have never seen this before but it is really disgusting, and I'm thinking very unhealthy since the sealed window panes are apparently not so sealed (mould is due to moisture so obviously moistures has penetrated the seal).
3. A basement window was installed with a 2" x 1" hole in the plastic moulding around the window. This window is completely covered in ice..my the end of winter last year, the complete length of the window had a sheet of ice one to three inches think. Again, this window is not able to be opened which was an issue with the gas leak when Enbridge wanted to open all the windows. (!) This window, as I'm sure you can imagine, is complete covered in mould.
Oh, the developers solution to the hole in the basement window was to plug up the hole with caulking...apparently it didn't work.
Pollard says to go to my builder, the builder says it's Pollard's problems, and in the end, I'm the only one with the problem. It seems like it's a game.
I have called Pollard again to see if I can get a rep out here. Wish me luck! (No response yet, not looking good).
My advice to others is to really discuss, and get in writing, what are the procedures if you do have an issue with your windows. I think we all get those pieces of papers that save "WARRANTY" and we assume we are covered if something should go wrong.
I have tried to make this objective.
- Approximate cost of services:
- $10,000.00
- What could this company do to improve their services?
- Come and take a look at my windows very very soon..the ice is getting worse, the mould is getting worse. And then fix these problems. Wishful thinking!
- Any advice to offer fellow homeowners facing a similar project?
- My advice to others is to really discuss, and get in writing, what are the procedures if you do have an issue with your windows. I think we all get those pieces of papers that save "WARRANTY" and we assume we are covered if something should go wrong.
- Company Response
Understand that excessive surface condensation on your windows is the first visible sign that the level of humidity in your home is too high. High levels of moisture in the air from a variety of sources, combined with reduced building air exchange, through improved building codes and manufacturing standards, tranlates into higher levels of humidity and potentially more condensation on windows and patio doors. This excessive moisture will freeze in negative temperatures, if not removed.
Pollard Windows manufactures windows and doors that meet or exceed all current manufacturing standards established by the testing standard CAN A440-M90. This testing standard establishes benchmarks for performance related to the penetration of air,water,wind and forced entry. Pollard Windows also manufactures to the Energy Star standard.
If you call in and identify yourself we would be pleased to make arrangements for a service tehnician to investigate the windows in question. If we discover a manufacturing defect, we will honor our warranty.