Qualiglass did all the windows of new house in the fall of 2009 (over $24K). After approx. 7 years, we noticed marks on some of the windows, and tried in vain to scrub off. The marks kept getting worse over time and showing up on other windows. In the fall of 2019, an upstairs window cracked from top to bottom. We called Qualiglass in October and informed them of this cracked window and about the markings on the other windows. In January, 2020 we called them again as we never heard back from Qualiglass. We spoke with a person named Chris, who informed us they do not cover cracked windows and that a site inspection would need to be done. In the meantime, we had another firm replace the cracked window and they informed us the marks, that are progressively getting worse, are all seal failures. In April of 2020, we notified Qualiglass of the issues getting worse and showing up on more windows. Chris asked us to take pictures of the windows and email them to them, which we did. Chris informed us that the pictures were not good so they would have to send an inspector out. After a bit of back and forth over the summer months requesting a site inspection, there has been no response or action from Qualiglass. The marks are in the majority of the windows and continue to get worse. We will have to replace most of the windows after only 10 years. We are totally dissatisfied with Qualiglass’s customer service. We are having to chase them every few months, last we heard from them was in August which was a reply to our email requesting a site inspection date.
- Approximate cost of services:
- $24,000.00
- Company Response
QualiGlass supplied the glass but did not install it. The warranty on glass typically does not cover cracked glass. The warranty on sealed units is 10 years for the glass and two years for the labor to change it.
The glass company requires a photo of the failed sealed units to ensure that they are indeed failed. If the pictures do not show the failure they will not honor the warranty. It is up to the customer to supply the information.
We offered to send a service technician out to the customer’s home which is about 100 km out of the city to take the pictures for the customer but as the review suggests things fell apart.
As everyone is aware there was a State of Public Emergency declared on March 17th 2020. Covid 19 caused many issues with businesses and although we kept our door open on an appointment basis only, we were operating with a skeleton crew of people. With people being off due to Covid, with all the restrictions in place and deaths of family members we fell behind.
All we can do is offer our apologies and when things loosen up with the restrictions and the weather warms up, QualiGlass would be happy to send our tech out and help take care of these issues.
