Cascade Windows

I would rate them ZERO if I could. I purchased windows from American Reliable Windows in 2015. They used Amerimax windows and had a full life guarantee. Evidently Cascade Windows purchased Amerimax, and American Reliable Windows isn't in business anymore. I have major issues with almost 6 the 9 windows that I purchased and had been calling for about 2 years for someone to come out. I finally got a case issued with Cascade Windows. They jacked me around for months and finally said, "we cannot get these parts anymore so we are closing your support request. Go to this outside company and order the parts you need and hire someone to fix them". What??!! When you purchase a company you are responsible for all customer contracts. How the heck would I know what parts to order and then pay for the work myself???? I issued a complaint with the Better Business Bureau and after three tries no one responded to their call either. I will now take the time to go to the CA Attorney General's office and file a complaint. My last resort is hiring a lawyer. DO NOT USE THEIR SERVICES OR BUY WINDOWS FROM THEM!!!!! EVER!!!

Cascade Windows absorbed Empire Pacific Windows and was responsible for our lifetime warranty. I started the warranty process in Nov 2022 and sent requested pictures of the failed window seal. They agreed that it was under warranty, but after huge delays and not returning many of my calls or emails, they finally said they shipped the window to the dealer nearest me. In early May still no window and no returned calls or emails. In mid-May I was able to reach the team lead in the warranty dept and she said that the window was shipped to the wrong location. She said that she would investigate and get back to me. No follow up ensued. I then contacted Cascade’s warranty dept manage by phone and email. She also never returned my calls or emails. I gave an ultimatum to supply a replacement window by the end of June; 7 and a half months after filing my warranty claim. They never responded or followed up on the "mis-shipped" window in any way.

Verbally contacted Cascade Windows for a warranty issue regarding moisture between two window panes in our house (12 years old) that was pointed out during a home inspection since we are selling. I was told to use the warranty web site to submit the claim. I did so but did not hear back after several days so I decided to call again. They scheduled a technican over the phone to come take a look and do meaurements. He was good and arrived on-time and was quick. The next email I recevied was for payment of $92 for labor regarding the replacement before anything was going to happen. I emailed back regarding the charge and warranty and received an email from Cindy Martin explaining the warranty at the time our windows were installed was different than todays. My warranty does not cover labor but the current warranty does. I explained that this whole process was quite inconveient since I work out of town and I have had to rearranged my schedule and take vacation time for their technician and felt the 92$ should be not be charged (espcially since they now cover those charges). Also, the $92 should of been explained earlier in the process since I had talked to them twice and had the technician to our house and nothing had been mention regarding charges. Cascade did not offer apology for inconveiencing me nor any explaining as to why the $92 was not explained after two verbal comunication with them and a technician visting our house. I had asked Cindy Martin for Randy Emerson (CEO) email address twice and have been completley blown off on that request. She did mention that my information was passed to Mr. Emerson but he had been busy. In the end the technican did a good job and I was charged $92 for the 20 minutes it took him to replace it. Anyways, bottom line in my opinion is the warranty customer service is not part of Cascade Windows business practice and this will be the last time I deal with them. Hope it was worth the $92 to them.

We had windows in 2005 made by a company called LbL. Cascade purchased LbL in 2010. Recently a seal leak was located by another company I hired. The windows came with a lifetime warranty. Cascade came out agreed to look at it. They quoted me a price of over $300 advising me that they did not purchase the warranties from LbL. The customer service is awful. What they're doing may be legal but is not very ethical.

The guy did it for free since there was a guarantee. Their customer service stood out to me. The guy was really good and very helpful. We had issues with two windows. So, he changed all the sliders on every window that we had. They did go above and beyond. The guy was very knowledgeable too.