Thermal Gard Does not care about consumers! Worst customer service! He told me that he didn't care about the little guy, only his big contractors. ripoff Punxsutawney Pennsylvania

I had Thermal Gard triple pane replacement windows installed in my home in the late 80's.  I had problems with them from day one.  I began having issues with cloudiness in between the panes and at first since they were under warranty they were replaced. 

Now, years later and the warranty is long past, when I called about replacing my windows, I was told that my style of window was no longer manufactured and the best that could be done was for them to send me the middle panes and my husband could replace them.  So, as far as not being able to unseal the windows, that is not what we were told.  we ended up having to replace the inner pane of glass in 4 windows and I am now looking to replace the upper and lower panes in my kitchen window that are so clouded over and full of moisture I cannot see out of them. 

I have a call out to the customer service rep to see about getting the replacement panes, but I am not sure if I will be able to afford them.  years ago they wer priced at $75/per pane.  the instructions they sent were difficult to understand and the actual job was not easy. My husband is very mechanically inclined and it was a big project.

In the fall of '93 thermalGard(New Jersey)was my very first job in the construction field. i was a only a "installation helper" very wet behind the ears having no prior experience in this field or any for that matter. therefore literally everything had to be explained and walked through at least once, maybe twice being only 18. it was common at least twice a week having to make service stops along the route we had that day. the majority of those service calls at least in my own personal experience were complaints about a circular rainbow like shape that was apparent in the morning or evening hours when the sun hit it at an angle. this rainbow blotch only affected the oversize windows like baywindows for example. and it was caused by the argon gas inside the sash that would concave the oversize glass. sometimes we could make it temporarily disappear by rubbing the outter edge or the concaved rainbow, sometimes. the ONLY way to fix (other than adding a 3rd pane) a window that size was to drill a tiny hole in the sash and releasing all the argon gas and the concave rainbow hold it had from the window! And the response i got when i asked "wouldn't that defeat the purpose?" was...?

I worked for Thermal Guard in Hammonton, NJ for over 10 years. The economy hit us hard and we were unable to pull out of it. I worked in the customer service/construction department and I would never speak to a customer like that, it's inexcusable. But... In the companies defense... It is clearly stated on the contract that the warranty is non transferable upon resale of the home and that it is a 10 year unconditional guarantee and 25 limited warranty. I see your point on how you were treated unprofessionally. I always use the "Kill them with kindness aproach", it works most of the time but I always went out of my way for the kind customers first before I would help the irate one that doesn't want to pay. Oh, and by the way, why would any company pay for material, shipping, and labor and not make a profit? Would you spend your money on someone who is not a customer of yours? There is no true life time guarantee because every business ends or changes hands eventually.

This is a "rebuttal" to a reply, and a complaint about the "warranty" that thermal-gard no longer has to honor.  My wife and I purchased all new windows including 2 bay windows for our home in 1999.  We really like the product, but as with all things man-made, sometimes things do go bad.  I recently had 2 of the 14 inch coil springs break on the same window.  I contacted the company that sold and installed them for us about our 50 year limited warranty.  These windows are triple paned and have all the "bells and whistles".  As I said, we really like the windows, but what really sold us was the 50 year warranty.  My wife and I thought this would last us out.  The dealer/ installer is still in business and I respect him very much.  However, he informed me that I would have to buy the parts since the company has sold out and is under new ownership.  for each of my small windows, should I have to replace all the parts, I would have to pay +/_  $500!   He assured me that our purchase of thermal gard over our local Pella and Quaker windows have saved us money in heating and cooling and I still got a bargain for my money.  Again, we purchased the windows for the 50 year warranty.  I have not contacted Thermal gard, but the company who sold them to us is very trustworthy.  Maybe I am naive, but I wish thermal gard would honor their warranty, even if the company has been purchased by someone else.  What will I do should my5foot by 5 foot picture window break or lose its argon gas???  I was told by the installer that I could contact the company, but would run into problems......the ones he described were very similar to the ones reported by another upset customer in the "ripoff report".  And as for the salesmans rebuttal to that report, I have all the paperwork that states I have the 50 year limited warranty against argon gas leaks and many other possible problems with the windows.  Again, as I said earlier, my wife and I purchased these particular windows in hopes that their "best in the market" warranty would outlive us.  Instead, we have already outlived it.

I read your letter in detail today, and i have mixed feelings on your letter. First of all, i am certain Mike could have handled your complaint in a more professional manner, if the conversation went exactly as your letter reads. I am a former dealer for this window manufacturer, so i do have some insight into how this factory works. It is true that Mike purchased this factory only a couple of years ago, and was not the owner of Thermal Gard when the windows you are complaining about were purchased and installed.

If the windows you are complaining about were purchased in 1992, and were double pane as you say, I DO NOT BELEIVE THEY ARE EVEN THERMAL GARD WINDOWS. Thermal Gard manufactured and sold only triple pane windows to the exclusive dealers around the country during the 90's. The parent company of Thermal Gard at that time was Seasonal Industries, and they may have manufactured DOUBLE PANE windows. You may want to check on the frame or the sash to see if there is a Seasonal imprint, or a Thermal Gard imprint or sticker.

I also know that the warranty was NON TRANSFERABLE to new owners of the home, so Mike was not out of line by requesting you pay the fee of $100. plus or even more, as it costs alot to ship these sashes from Pa to Oh. As for the rest of the complaint, it seems to me you just couldn't except the fact that you were going to have to pay a reasonable price for repacing the out dated sashes. Your idea of a fair price, and Mikes idea of a fair price are different at best.

He obviously wasn't trying to "rip U off" or he would have asked for 200 or 300 a window, considering these are custom made windows and it requires alot of employees and overhead to run this factory, and also considering Mike did not profit from the origianal sale of the windows to you, if feel he was more than fair on his price he gave you. Mike may not be skilled in comunicating with you or other customers , but that was why you were asked so many times to speak with Lindsey! Her job was to give you the price and talk to you! You just didn't accept her price and had to continue to try to talk to Mike. I feel he gave you a fair price, in fact extremely fair considering the original cost of the windows and shipping and the fact that he was not the one who profitted from the original sale.

Also, if the warranty was up and it was non transferable, then you should have expected the product to fail after 12 years. That's why the warranty had a limitation, because the product was designed to last the length of the warranty. I really feel you gave Mike a bad rap and were unreasonable. You may want to apologise as he didn't do anything wrong. You were the one that couldn't accept the price, that was your problem. I am sorry you didn't feel you were treated properly, but i feel you got everything the factory promised. Thank You for allowing me to give a differnt view on this, Joey.

I read your letter in detail today, and i have mixed feelings on your letter. First of all, i am certain Mike could have handled your complaint in a more professional manner, if the conversation went exactly as your letter reads. I am a former dealer for this window manufacturer, so i do have some insight into how this factory works. It is true that Mike purchased this factory only a couple of years ago, and was not the owner of Thermal Gard when the windows you are complaining about were purchased and installed.

If the windows you are complaining about were purchased in 1992, and were double pane as you say, I DO NOT BELEIVE THEY ARE EVEN THERMAL GARD WINDOWS. Thermal Gard manufactured and sold only triple pane windows to the exclusive dealers around the country during the 90's. The parent company of Thermal Gard at that time was Seasonal Industries, and they may have manufactured DOUBLE PANE windows. You may want to check on the frame or the sash to see if there is a Seasonal imprint, or a Thermal Gard imprint or sticker.

I also know that the warranty was NON TRANSFERABLE to new owners of the home, so Mike was not out of line by requesting you pay the fee of $100. plus or even more, as it costs alot to ship these sashes from Pa to Oh. As for the rest of the complaint, it seems to me you just couldn't except the fact that you were going to have to pay a reasonable price for repacing the out dated sashes. Your idea of a fair price, and Mikes idea of a fair price are different at best.

He obviously wasn't trying to "rip U off" or he would have asked for 200 or 300 a window, considering these are custom made windows and it requires alot of employees and overhead to run this factory, and also considering Mike did not profit from the origianal sale of the windows to you, if feel he was more than fair on his price he gave you. Mike may not be skilled in comunicating with you or other customers , but that was why you were asked so many times to speak with Lindsey! Her job was to give you the price and talk to you! You just didn't accept her price and had to continue to try to talk to Mike. I feel he gave you a fair price, in fact extremely fair considering the original cost of the windows and shipping and the fact that he was not the one who profitted from the original sale.

Also, if the warranty was up and it was non transferable, then you should have expected the product to fail after 12 years. That's why the warranty had a limitation, because the product was designed to last the length of the warranty. I really feel you gave Mike a bad rap and were unreasonable. You may want to apologise as he didn't do anything wrong. You were the one that couldn't accept the price, that was your problem. I am sorry you didn't feel you were treated properly, but i feel you got everything the factory promised. Thank You for allowing me to give a differnt view on this, Joey.

I read your letter in detail today, and i have mixed feelings on your letter. First of all, i am certain Mike could have handled your complaint in a more professional manner, if the conversation went exactly as your letter reads. I am a former dealer for this window manufacturer, so i do have some insight into how this factory works. It is true that Mike purchased this factory only a couple of years ago, and was not the owner of Thermal Gard when the windows you are complaining about were purchased and installed.

If the windows you are complaining about were purchased in 1992, and were double pane as you say, I DO NOT BELEIVE THEY ARE EVEN THERMAL GARD WINDOWS. Thermal Gard manufactured and sold only triple pane windows to the exclusive dealers around the country during the 90's. The parent company of Thermal Gard at that time was Seasonal Industries, and they may have manufactured DOUBLE PANE windows. You may want to check on the frame or the sash to see if there is a Seasonal imprint, or a Thermal Gard imprint or sticker.

I also know that the warranty was NON TRANSFERABLE to new owners of the home, so Mike was not out of line by requesting you pay the fee of $100. plus or even more, as it costs alot to ship these sashes from Pa to Oh. As for the rest of the complaint, it seems to me you just couldn't except the fact that you were going to have to pay a reasonable price for repacing the out dated sashes. Your idea of a fair price, and Mikes idea of a fair price are different at best.

He obviously wasn't trying to "rip U off" or he would have asked for 200 or 300 a window, considering these are custom made windows and it requires alot of employees and overhead to run this factory, and also considering Mike did not profit from the origianal sale of the windows to you, if feel he was more than fair on his price he gave you. Mike may not be skilled in comunicating with you or other customers , but that was why you were asked so many times to speak with Lindsey! Her job was to give you the price and talk to you! You just didn't accept her price and had to continue to try to talk to Mike. I feel he gave you a fair price, in fact extremely fair considering the original cost of the windows and shipping and the fact that he was not the one who profitted from the original sale.

Also, if the warranty was up and it was non transferable, then you should have expected the product to fail after 12 years. That's why the warranty had a limitation, because the product was designed to last the length of the warranty. I really feel you gave Mike a bad rap and were unreasonable. You may want to apologise as he didn't do anything wrong. You were the one that couldn't accept the price, that was your problem. I am sorry you didn't feel you were treated properly, but i feel you got everything the factory promised. Thank You for allowing me to give a differnt view on this, Joey.

I read your letter in detail today, and i have mixed feelings on your letter. First of all, i am certain Mike could have handled your complaint in a more professional manner, if the conversation went exactly as your letter reads. I am a former dealer for this window manufacturer, so i do have some insight into how this factory works. It is true that Mike purchased this factory only a couple of years ago, and was not the owner of Thermal Gard when the windows you are complaining about were purchased and installed.

If the windows you are complaining about were purchased in 1992, and were double pane as you say, I DO NOT BELEIVE THEY ARE EVEN THERMAL GARD WINDOWS. Thermal Gard manufactured and sold only triple pane windows to the exclusive dealers around the country during the 90's. The parent company of Thermal Gard at that time was Seasonal Industries, and they may have manufactured DOUBLE PANE windows. You may want to check on the frame or the sash to see if there is a Seasonal imprint, or a Thermal Gard imprint or sticker.

I also know that the warranty was NON TRANSFERABLE to new owners of the home, so Mike was not out of line by requesting you pay the fee of $100. plus or even more, as it costs alot to ship these sashes from Pa to Oh. As for the rest of the complaint, it seems to me you just couldn't except the fact that you were going to have to pay a reasonable price for repacing the out dated sashes. Your idea of a fair price, and Mikes idea of a fair price are different at best.

He obviously wasn't trying to "rip U off" or he would have asked for 200 or 300 a window, considering these are custom made windows and it requires alot of employees and overhead to run this factory, and also considering Mike did not profit from the origianal sale of the windows to you, if feel he was more than fair on his price he gave you. Mike may not be skilled in comunicating with you or other customers , but that was why you were asked so many times to speak with Lindsey! Her job was to give you the price and talk to you! You just didn't accept her price and had to continue to try to talk to Mike. I feel he gave you a fair price, in fact extremely fair considering the original cost of the windows and shipping and the fact that he was not the one who profitted from the original sale.

Also, if the warranty was up and it was non transferable, then you should have expected the product to fail after 12 years. That's why the warranty had a limitation, because the product was designed to last the length of the warranty. I really feel you gave Mike a bad rap and were unreasonable. You may want to apologise as he didn't do anything wrong. You were the one that couldn't accept the price, that was your problem. I am sorry you didn't feel you were treated properly, but i feel you got everything the factory promised. Thank You for allowing me to give a differnt view on this, Joey.