My husband and I bought your custom sized triple pane fiberglass windows and doors in 2011 for the home my husband was building us as an experienced contractor with over thirty years in the trade. We were grateful for Accurate Dorwin windows and doors because they manufactured custom sizes, they had excellent initial customer service, and we observed the products to be of good quality when received compared to what was available in the U.S. at that time.
We noticed within the first year that the doors and some of the casement windows started to sag making them difficult to close and in one window the sagging resulted in chipping the paint and the fiberglass where it rubs the lower hardware. We have to keep this window closed. We contacted Accurate Dorwin in 2012. They responded by telling us to adjust the windows using a specific tool they provided. After reading the instructions and watching videos, we made the adjustments, but it was not enough to fix the problem.
The doors sagged so that two of the three deadbolts would not engage. My husband has over thirty years of installing doors. He provided photos and measurements to help Accurate Dorwin understand the situation so they could appropriately respond and offer solutions. They said they had no representatives or technicians in the area that could help.
In 2015, we finally sent Accurate Dorwin a letter regarding our disappointment with their product and their customer service, especially as it pertained to the doors. All three doors sealed tight from the latch down but left a gap at the top of the door between the door and the gasket. We intentionally built a small super insulated passive solar house. It was very frustrating to see snow falling in the winter through the gap. What was and is additionally frustrating is that unlike many brands in the U.S., Accurate Dorwin door hinges are not adjustable.
As a result of sending the letter we received periodic communication from Accurate Dorwin technicians and customer service notifying us that they were considering the issue. In 2018, we noticed the outer trim of one glass door was cracked and separating from the door. Accurate Dorwin is no longer made of fiberglass because of the issue we experienced. Our last communication from Accurate Dorwin was in 2018 when they said they would send us a weep hole cover as requested and were scheduling a technician to assess the doors. However, we have received no further communication from them and no technician.
Finally, in 2020 we decided to share our story on social media and with other builders to ensure that anyone considering Accurate Dorwin products in the U.S. will think twice. You will not receive adequate customer service if there are any issues with their products following installation. read more