Very unhappy with my experience with Lux.
One year after moving into our brand new home and we have had issues with our patio door and front door. The patio door seam split open, there was rust on all the hinges, our lock froze shut, and mold in the seams of our patio door. Lux came in and assessed everything. Their crew right away said the product must have failed and said our patio door and front hinges would be replaced. They then came back a second time under the guise of doing measurements and checking if the door was level. While in the house, they also checked the humidity by the patio door. I cant now remember the number, but they said it was high. Now keep in mind it had been raining, it was early September and we have dog who is constantly in and out of the house. The measurement was only taken at the back door. Anyway, they left and within a day, we then received an email indicating the issue was NOT their product but due to high humidity. We were extremely unhappy that they came into our house for false reasons and in one short visit on a rainy day in early September, effectively told us we were the problem.
A couple of things:
Higher humidity is only a factor in the winter months when condensation can cause issues if not controlled. We have a multitude of windows in our home and no window coverings on the doors. Had we been remiss in keeping the humidity down, the damage to our home would be far more extensive. The only issue we have seen are the front and patio doors. The windows had condensation at times and it was controlled using the HVAC and wiping them down. Lux was informed of this.
The patio door seam was split on the exterior not the interior. We also have two patio doors in the same spot being exposed to the same conditions. One is splitting at the seams and has mold; and the other door is fine. There is no water damage on the bottom of the patio door even though it's made from particle board and hollow. (As an aside, we were quite shocked to see the bottom of the doors. They aren't even sealed.)
Finally, hinges should not rust out.
Anyway, I sent Lux an email and received a call back from their manager Laurie. Laurie listened and then fessed up that it was hard to tell what the issue really was. He said it could be due to product failure, humidity or installation. He told me he would follow up with an email so that we could find a date where he would personally come to the house to have a look. An Email was sent by him and I replied right away. Nothing. I followed up a week later. Nothing. Well,,,it has been months and nothing has happened.
It doesnt leave us, the homeowners, in a good space when Lux tells us its a product issue and then sends us a decision email/letter indicating the issue is all due to humidity with tips on how we can control it. The crew first thought it was product and Laurie, the manager, who could not be bothered to follow through, went straight to blaming the customer. They were extremely quick to wash their hands of the situation based mostly on assumptions and very little information. Had they wanted to uphold their reputation of "caring service", we don't think they would have dropped the possibility that their product was defective so quickly. Our door is literally splitting. How isnt that a product issue when the one next to it is fine?
So,,, do not buy the double patio doors. They are a very poor product. They look nice, but its not possible to get a tight close.
Be very aware that if you deal with Lux and have a warranty issue, they will do what they can to back out. If you have window coverings, they will use that against you. If they come in and your HVAC hasnt been on, they will use it.
"...Lux windows and doors are made in Alberta for Canadian climates, with industry-leading techniques, old-world craftsmanship, caring service and comprehensive warranties. Were here to help."
This is not our experience.
PS Not sure the value of their service as was paid by the buidler. All windows and doors are Lux.
