Illustration by Dustin Elliott

By Christopher Elliott
Guest Columnist

Carolyn Allen’s window seals are melting. And now her door handles are corroded too. Can she get them replaced? And if so, how long should it take?

Christopher Elliott

I’m having a problem with a local company, FAS Windows & Doors. In April 2013, I hired the company to install double-paned, hurricane-resistant windows and doors throughout our whole house. But in 2022, we noticed that the seals in the inset mini blinds were melting.

I contacted the service department and spoke to a representative, who said the windows only had a five-year warranty.

Then I noticed that the handles on the doors were corroding. I called a few months later and sent photos. There is a 10-year warranty on the doors.

After multiple emails and phone calls, FAS Windows & Doors replaced the handles on the front in 2023. But they did not have handles in stock for the three doors at the back of the house. I continued to periodically call and email for updates. After over a year of waiting, I saw one of your articles and decided to ask for the supervisor’s email. I emailed her twice and have never heard back.

I have been exceedingly polite in both my emails and phone calls. These doors have unique handles that I can’t find at Lowe’s or Home Depot.

I would like to have the corroded door handles replaced, as promised. I wish I could get the inset mini blind panels replaced, but I recognize that the seal failure was discovered beyond the five-year warranty. Can you help? — Carolyn Allen, Saint Cloud, Fla.

Did you say the seals on your blinds were melting? That’s pretty serious. I would get that taken care of right away, warranty or not.

I lived in Central Florida in 2013, and I also replaced my windows. I remember there had been several active hurricane seasons, and there was also a tax deduction for installing more energy-efficient windows. And wow, what a difference the new windows made. My electric bill dropped because my AC was running less. And another bonus was that I no longer heard the street noise.

But if my seals in your blinds started melting, I would have been the one to have melted down! I reviewed the emails between you and FAS Windows & Doors, and to your credit, you were exceedingly polite.

There are two things you could have done to avoid this. First, you want to research any windows and doors carefully before buying them. Look for a longer warranty and pay close attention to what is — and isn’t — covered.

A good warranty will last between 10 and 20 years. Some manufacturers may offer lifetime warranties that cover all parts of the window, including the frame, glass, and hardware. High-quality window manufacturers allow you to transfer the remainder of the warranty to a new homeowner and have a minimum of exclusions for issues such as natural disasters, improper installation, or wear and tear.

The other issue was the difficult-to-replace door handles. It’s nice to have a unique door, but you need to buy doors and windows with replacement in mind. If it’s a standard door, you will have no problem finding a replacement. If it’s rare, you may never find a replacement.

You followed all the steps of the Elliott Method for fixing a consumer problem. You kept a great paper trail, and you were polite but also persistent. Nice work!

After you contacted my advocacy team, I reached out to FAS Windows & Doors. A representative confirmed your story —to a point. It turns out your windows only had a one-year warranty and didn’t cover color change or finish. The company offered to replace the windows as a customer service gesture.

The door is a little more complicated.

“We have had an issue getting the hardware, and it has been back ordered for some time. FAS is doing its best to get this for the client. Though we are under no obligation to do so, we want to try to help as much as possible.”

A few weeks later, the company also installed the handles for you. Now that’s what I call an open-and-shut case!

Christopher Elliott is the founder of Elliott Advocacy (https://elliottadvocacy.org), a nonprofit organization that helps consumers solve their problems. Email him at [email protected] or get help by contacting him at https://elliottadvocacy.org/help/