On 8/3/20 I contacted Broward Impact about a crac...

On 8/3/20 I contacted Broward Impact about a cracked sliding glass door panel that my wife noticed. I sent a few photos and asked for some warranty replacement assistance. I received a disappointing voicemail from our salesperson a few days later informing me that there is essentially no warranty on my windows, and that based on the few photos I sent they were able to definitively determine that my sliding glass door (under a covered back porch) wasn t defective...it was impacted, more on that later. They kindly told me to kick rocks but let me know they would be happy to sell me a replacement and to give them a call to set that up.

At this point all I really want is someone to come out and inspect the window...so I send another email, this time I don t get a reply. Instead on 28-AUG-20 I get a voicemail from David and immediately return his call. David proceeds to explain that the window cracks appear to be impact related and are not covered under warranty. I try to explain that there s nothing that could have hit the window with enough force to crack it and describe the area, but David maintains it s impact related.

So I asked David what kind of force is needed to crack 7/16 thick impact glass. His answer was that someone had to strike it or kick it. When I asked if a bike falling in to it would crack it? His answer was ABSOLUTELY NOT, the window had to have been struck or kicked. After assuring David neither of those things happened his next question was Well how do you know someone didn t try and break in to your house and kick the door ?

Me: I have security cameras inside and outside of the house.
David: You have a camera that points at the area where the door is?
Me: Yes, I have a camera pointing directly at my back porch. If someone tried to break in I would know.

David was extremely unprofessional. At one point he was yelling in to the phone asking how many doors I ve kicked in because he s kicked in a lot of doors and knows what one looks like - insinuating that I kicked my own door!

David made sure to let me know he was a structural engineer. He also made sure to let me know it s IMPOSSIBLE that there are faults (not true) in the glass which may have caused it to crack with a lesser impact (like a bike falling over). He made sure to cite his company s stellar reviews and exceptional reputation. So I let David know, as someone who spent several thousand dollars with Broward Impact, that denying a warranty claim without sending someone to inspect the window wasn t giving me that stellar service feeling.

David s answer sums up my review: It doesn t matter how much money you spent. I know what I know and I m telling you the damage is impact related and not covered under warranty .

My family didn t get stellar service, we got a company led by someone who finds more value in insisting he s right than listening to the literal voice of his customer. If they would have sent someone out and walked through everything with me I probably would have purchased a replacement on the spot. If you ask me now, I wouldn t recommend them. They do not stand behind their products and did everything they could to avoid a warranty claim, despite the fact that I sent the photos to a structural specialist in Chicago who identified the cracked glass as heat related.