Ply Gem Windows, Will not honor warranty, hard to contact Auburn Washington

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Purchased windows from PlyGem about 13 yrs ago thru my contractor, warranty says repairs covered as long as I still own home. One window has a leak. Contacted company, filled out their required Claim Form on 16 Jul 2019. It is now 9 Sep 2019 and no contact.

Tried calling today, every number offered would cut me off and never did reach a person. Email address is a generic number for the national company. Each time I call and get a new person and get the same results, disconnected.  I am 84 and this is very frustrating. There is no customer service number.