Image Glassworks, Inc.

Hello Katherine, I understand that the answer we have for you was not the one you are looking for. We came out several times to inspect the window after replacing the glass and after trying several different solutions including re-sealing the work we completed, the determination is that on colder and windy days, the window frame is allowing the cold air to seep in and the condensation collecting on the glass.

I realize because the surface of the glass is where you see the condensation collect, it would seem like the glass would be the problem, but it is not the case. You mentioned to us yourself that the condensation is on the outside of the glass, not in between the panels. This indicates that the vacuum seal on the insulated unit we replaced is intact. I have many emails and many responses back to you, along with phone calls and a voicemail I personally left for you after you spoke with Kim and request I call you back. You were not “ghosted” at all, as this is not how we conduct business.

If the condensation was in between the glass panels, we would be able to request a warranty replacement for the insulated unit from the factory, but this is not the case. The problem is with the frame, which we do not hold the proper contracting license to remove or alter. We are only able to change the glass.

The solution to the problem would be to reach out to a licensed handyman or window company and have them inspect the weather stripping where the window frame meets the window casing. I’m sorry you don’t like this answer but based on years of experience, it is my determination that this where the problem lies. If there was something else we could do for you we would have done it.

I wish you the best of luck.