I recently noticed scratches in several of my 3 month old windows. I am relatively certain they were from the window cleaners using razor blades on the windows to clean them.

The scratches are parallel up and down the window. The windows have a rain resistant coating that was applied at the factory. It was described to be as being similar to RainX in function but chemically bonded to the outside of the window similar to a Low-E coating. I don't recall the brand or trade name for this coating.

The window cleaners told me razor blades were fine even when I informed them of this coating.

Is there any way to remove or reduce the appearance of these scratches? I'm hesitant to use any sort of polishing compound for fear of making the problem worse.

Thanks for any suggestions you might have!

 

I'm not sure but I believe that some of those coatings need to be "activated" with an initial washing of vinegar. But I doubt your scratches will simply "wash off". They are probably in the glass, caused by dry scraping with a razor blade.

I have always cleaned glass with a razor blade and have never scratched any glass... the trick is keeping the glass wet and lubricated with the glass cleaner. (and not using a razor on anything abrasive, like dried cement!) Your coating could be an exception to this, though, so I wouldn't say for sure that it's okay without some careful testing.

If your glass is scratched, there isn't much you can do about it other than replace the glass. If the scratches are very long and exactly parallel, there's a high likelihood that the windows came that way from the factory, and if you could convince your window dealer and his factory representative of that, you might be able to arrange replacement under the window's warranty. Many IGU's travel on conveyors in the factory as they are cleaned, rolled, heated in ovens, etc. and any dirt or abrasive caused by sliding could also cause long marks on the glass. But you can pretty easily tell whether it is one long scrape, or man-made ones as they clean the glass.

 

Here are some pictures of the most noticable window. The scratches seem to be very superficial and barely noticable with a fingernail test.

 

If replacement is the only option will that be easily done? The worst pane is a fixed (non-operable) pane in the middle of a 3-lite vinyl construction (full-frame) window. Will they be able to easily pop out the affected non-operable glass pack and simply replace it? Or would they have to remove the entire window assembly to do so?

 

A professional would be able to replace the glass without any trouble. There are removable glazing strips around the glass, so that the glass can be changed as needed. Your first choice would be for the original installers to get your replacement glass for you, so that it matches exactly. They can get the exact same size and type of glass from the factory.

You might forward those scratch pictures to your window cleaners, they look really bad and they should be liable for the damage if they were indeed the ones who did it.

 

Thank you for the responses thus far. I have talked with the window cleaners and they gave me the standard "razor blades have been used for 100 years without issues" response however they have not yet seen the pictures.

Some small amount of scratching may be expected but I feel this exceeds a reasonable amount.

I also have a call into the window manufacturers for recommendations. I've tried a minimal amount of buffing with toothpaste on a small scratch in the corner of the glass to no effect.

I will post continuing responses as things progress for the benefit of others with similar issues.

Thanks!

 

I'd be asking how they used the blades before they see the pics. If they say we go up and down full length then you may have a case. I don't know why they would use blades over the whole surface..normally that just after spray painting has been done nearby or to clean up overlap from brush painting.

And just to clarify..maybe its one of the self cleaning coatings? Not sure exactly what a rain resistant coating would be....

And btw..who the heck has window cleaners? lol

I'd also contact the manufacturer as to repair or replacement options before doing anything.

 

If there was sand or some other abrasive on the glass, a squeegee could also cause the long scratches. Hard for them to deny responsibility if the windows weren't scratched before they were cleaned.

 

Thanks to everyone for the suggestions thus far. In response to a few of the questions...

And just to clarify..maybe its one of the self cleaning coatings? Not sure exactly what a rain resistant coating would be....

Yes these windows have the self cleaning coating. I believe they use PPG glass.

And btw..who the heck has window cleaners? lol

I'm unsure what you mean by this. I had a window cleaning company come over to clean the windows inside and out after they were installed. Were you thinking of something else when I said window cleaner?

The window manufacturer advised replacement is the only suitable remedy for the scratched glass. Glass manufacturers seem to support this position.

Self-Sufficient

All manufacturers warn against using razor blades to clean windows with such a coating. I specifically asked them if razor blades were ok with such a coating and was told they were (by the window cleaners).

I also would not have expected them to use the razor blades across the entire surface of the window. I suppose it could have been dirt in a squeegee but after examining the other windows more closely I can't see this level of damage on any other window. Some very minor scratches but not across the ENTIRE surface of the window such as this one. The cleaning company owner confirmed they use an up/down pattern when using the razor blade and are supposed to do it wet. He claimed they use new razor blades each day.

Total cost to replace the glass pack in each pane will be approximately $200-$300. I've sent pictures to the owner of the cleaning company and asked him what he proposes for a remedy. Since we're almost assuredly going to replace the worst glass I also suggested he may want to come over and try various things on this window.

My guess is a dry razor blade or dirty razor blade was the root cause of the scratches. I attempted to polish some of it out with toothpaste/tissue paper and didn't notice a bit of difference. The coating doesn't seem to be so delicate as to not be able to withstand normal cleaning.

The cleaner's position is that I should be directing blame on the window manufacturer/installers. My position is a) no scratches prior to cleaning, b) I advised your cleaners of the coating and was told normal cleaning practices would be fine and c) the LARGE amount of scratching on this particular window seem to point the blame into the cleaner's camp.

I'm going to insist on getting the cleaning fee back at minimum. I'd be happy with half the cost of the new glass pack. If he fights that I'll likely have to take the matter to court and pursue full replacement costs for any and all affected windows. I'm hoping we can resolve this amiciably.

Thanks for all the suggestions thus far!

 

Yes..if no scratches before and then some after..it is completely their problem.
You will be very upset when you call for price of replacement glass (which is likely the only option as you noted)...the labor will be the killer. The company should have insurance..this is what its for. If they can't keep up with current tech..then they need to go out of business. They probably use ammonia based cleaners on poly windows in doors and such.

And what I meant was..."who has a window cleaning company?" I really never heard of anything like that except during a remodel or after a house is built...sorry. Most installers that I knew cleaned up the windows after install. Then it was just normal homeowner cleanup.

I wasn't ragging on you...it was just out of my experience...and my naturally humerous personality...lol

 

Gunguy is exactly right. If you have scratched glass, have them replace every single one they scratched, don't just do the "worst one" and live with the others for the rest of your life. That's my 2 cents anyway.