South Elgin company honors homeowner’s request for leaky window refund

South Elgin company honors homeowner’s request for leaky window refund

Member complaint

I hired Apex Exteriors in South Elgin, Illinois, to install a basement window in place of a leaking one. One of the reasons I selected them was due to their five-year guarantee and their written assurance that the seal would be water- and air-tight.

The job went well and the window looked good. But two years later, during a severe thunderstorm, the window broke and I found water flooding through the frame, which was right over the electric outlet for the washer and dryer.

Apex sent someone to examine the window, and he told me it looked like the window well had no drainage, leading to the window failure. I spoke a few days later with Allan, a service manager, who said he would do an examination. But he failed to come on numerous occasions.

I ended up having another company fix the problem. I would like a $250 refund.

Gloria Koller, Elgin, Illinois

Provider response

We are very sorry to hear about the trouble you have had with your window. Inadequate drainage in your window well, coupled with the heavy rains experienced this spring, caused the window well to fill with water approximately 6 to 8 inches above the bottom of your window.

This kind of water retention in a window well is not typical storm conditions and falls outside any manufacturer or workmanship warranty for this window. I recommend that a plumbing contractor address the problem of proper drainage away from the window.

We understand that you have already contracted with a different company who made the above repairs to your window and your drainage tile. As a sign of good faith, and to compensate you for the troubles associated with our delayed response time, we have paid the $250 requested.

Ken Girard, president

Status

Resolved

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Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.


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