JVR Windows and Doors
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Fort Lauderdale, Florida
PGT unwilling to replace defective glass panels
We hired and paid JVR windows and doors to install top of the line PGT sliders in our home. 3 sets of 3 panel impact with low e.
After installation we realized that all 9 panels of glass were defective. We have been going back and forth with the installer and manufacturer for almost three months now. The problem, says the manufacturer, is the low e, and they measured our defects and found them to be "defective under industry standard allowance". Today, we were contacted by the customer service manager at PGT and informed that they would not replace the doors with the same products minus the low e film.
Upon purchasing and signing the contract with JVR we were never informed that there was a possibility of defective glass. This is because PGT does not have an agreement with the distributors that the information must be disclosed to consumers.
When we ordered these sliders we also ordered one set of Eurotech French doors, which came in perfect. Stay away from PGT products.
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I've been a PGT distributor for 20 + years and we had the same issue recently and were first denied our service request to replace the glass. After meeting with PGT's Service Manager we were able to get him to agree that it was a justified request.
Not only this, we asked that they "Pro-actively" look at the glass prior to the new glass leaving the plant to ensure this glass was good. PGT is a great company I guess it is how each distributor handles actions for their client, we do fight for ours. I never act or look at one circumstance as the definition of a person or company.
Most people and companies are good and have good intentions sometimes we just need to present a case to justify a corrective action when we have a problem or issue.Emilio C. PagesWindow ProfessionalsDirector of Sales 1319 Jupiter Park DriveJupiter, Florida 33458Office: 561-745-****Fax: 561-745-****Mobile: 561-262-****