Baxter Windows and Doors LLC

"This review surprised us when the customer posted. The window was ordered on October 24th, 2014 and installed with no defects. The homeowner or someone cleaned the window with something other than window cleaner. The first contact in December, 2017, the customer sent us the picture. Our only telephone conversation ( customer never answers the phone), we stated that it looked as previously stated and we advised him to clean the window with "Glass Cooktop Cleaner". The customer demanded that we come out the following week to fix the window. (?) Needless to say, we do not go to customers' homes almost 4 years later to clean windows. The customer insisted that the glass was defective, not evidenced by the wipe marks To keep this customer happy, we decided to reorder the glass package for the window. There was only one problem; the homeowner had peeled off the small white Simonton Warranty sticker (out of view on the side of the frame) that boldly states "Warranty information, do not remove". The homeowner advised us that he would look to see if he could find the serial number or other documentation that the window came with. 1 1/2 weeks go by and no luck on the homeowners part so, we contacted the manufacturer on December 13th, 2017. On January 9th 2018, the manufacturer located the documentation ( size and serial #) and the glass was ordered. Since the two hurricanes, there have been many glass delays and the homeowner was made aware of this, let alone he started the process during the holidays. On February 1st, 2018, the homeowner contacted us to see about getting the glass installed tomorrow. Every contact made by the homeowner was responded to either within minutes or the next day, always by text message and we do have the paper trail. Every contact since ordering the glass, the homeowner was told we would contact him as soon as the glass arrived. Every contact he always stated "are we on your schedule for tomorrow. February 8th, same text, we did not call him because we did not receive the glass yet and..."are we on the schedule to get installed yet"? The glass is special order, tempered, Low-[Member Information Removed] and obscured glass double pane. On February 8th, we were advised the glass was soon to be shipped and the homeowner was advised approximately 2 weeks out. February, less than the 2 weeks out, the customer wants a phone number to contact the factory rep and we gave him the information. The next day, he posted his review. We have been offering him to honor the warranty even though whatever they used to clean the glass, would have normally voided the warranty. The picture the homeowner took was requested by Simonton. Our factory rep stated the same, that whatever was used 3+ years later to clean the glass, voided the the warranty. This customer should be happy with Baxter Windows ordering the glass at our cost and offering to replace (labor) at no charge."