Maineville, Ohio, homeowner says new windows allow draft

Maineville, Ohio, homeowner says new windows allow draft

Member complaint

I hired Mike Allen & Sons Enterprises of Hamilton, Ohio, to install Polaris vinyl replacement windows in my home. As the crew was working, I noticed they were not using a level at all. I also noticed during installation that some of the new windows were much smaller than the rough opening of the window. When I brought that to the attention of the crew, I was told that was not an issue and they would fill the gaps with insulation. One more issue I had with installation was that there were absolutely zero shims used on the windows.

In the immediate days following completion of my window install, I started noticing that the furnace was running more than it had previously. I also noticed the house felt drafty. I have had to put plastic over all of my brand new windows. This has caused much frustration and anger, since I purchased new windows in order to enjoy comfort and the ability to look outside without having plastic obscure the view. Also, I am now unable to use our window treatments, since the plastic cannot be removed and replaced daily, which makes for even more dissatisfaction and frustration.

I called the company about the problems, and they returned with a representative from the window manufacturer. They caulked the screw holes in the insulation, but it didn’t help. I haven’t heard from them again for two weeks.

I’d like a full refund so that I can purchase quality windows elsewhere.

Cindy Buxton, Maineville, Ohio

Provider response

We were called in for an estimate after the member contracted another company to put windows in her house and stopped them from finishing after they had installed six windows, which she said were drafty and placed plastic over them. Upon measuring the windows, I had to insist on her allowing me to take the plastic down.

At that time, I noted to her two things — that I did not feel a draft from the other company’s new windows, and that once I ordered windows I could not take them back. A few weeks later, she said she thought something was wrong with the windows. She felt like my windows were drafty, as she had thought the windows from the other company were drafty. I called Polaris, and a rep and I came out to look. The rep said as best as he could tell, the windows were working properly. I suggested that we could caulk the screw holes of the one window that we were allowed to inspect. Putting caulk in the recess of the screw holes is not standard install procedure, but it was my attempt at going above and beyond to satisfy her.

A month or so later, I got a call saying that there is nothing that I could do to make her happy and she wanted a full refund. I wish she would agree to mediation. The only thing I do not think is fair at all is to expect me to refund her money. She called me after she had seen my work and was under no pressure to buy windows from me. I did a good job installing the windows, and I have made an attempt to service her job every time she’s called using every resource I have available to do the best for her.

Roy Michael Allen, owner



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