Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ****** and I spoke and he is working to remedy the  situation and replace the glass as soon as possible. Thank you.

  Business Response

  Date: 07/18/2023

  Anlin reached out to Mr. ***** on 7/18/23 5:35pm and assured him that we have started a service request to service his door. Anlin informed him that the Scheduler will be reaching out to him next week to schedule the appointment once the replacement glass arrives to the Anlin facility. 

  ****** ********* Sr. Director of Services 

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  ******. This is in regards to compliant ********. I meant to thank the representative ****’s who was so kind and listened to me on Thursday 4/2723.  I explained my situation and he kindly has scheduled a inspection and testing of my windows. As a last resort I sent in a repair request and a gentleman called me and left a voicemail. I called back and spoke with ***** and he was terrific.

  ve tried to get information on what series of windows I received, but Anlin won’t call me back. The finish is also coming off the living room window. The conclusion I can come to, along with that of another person is that the installation was improperly done and they were not sealed correctly. I am certain I did not receive the windows I agreed to purchase. All Mr. ****** put on the quote was high performance windows. No series name. I have a towel hanging over my kitchen window as it gets direct sun in the afternoon and my kitchen gets hot. I have an indoor/outdoor temperature gauge and put it on the window sill in the living room on 4/22/23 at 6:58 am. The outdoor temperature was 68 degrees. At 7:09 am it reached 76 degrees through my window. I am requesting that Anlin provide the series of windows installed and make this right. Also to confirm that Arizona Wholesale windows and doors are a approved installer of their product.

  Business Response

  Date: 04/27/2023

  Per Customer's request, Anlin has contacted the Homeowner and provided the information requested:

  First: What "series" of product was manufactured for the **** residence. PANORAMIC series windows.

  Second: Is Arizona Wholesale Windows an authorized Anlin Dealer. YES

  Furthermore, Anlin has committed to sending a technician to the **** residence and confirm the efficiency of the glazing system within the product. Once this has been confirmed, if Homeowner expectations were not met, we strongly encourage the Homeowner to contact their Dealer for a further conversation.

   

   

   

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 195****2, and find that this resolution is satisfactory to me.

  
  

  Yes, I'm very satisfied with the response.  Thank you for your assistance and to Mr. *** for finding a cancelation to address our concerns on Monday, March 13. 

  ank you

  Business Response

  Date: 03/09/2023

  ******,

  
  

  The Homeowner's statement is correct. Unfortunately, it is taking our Service department 2-3 weeks to return Homeowner phone calls. Choua *** (Service Manager) has spoken to the homeowner, and confirmed an appointment for next Monday March 13th, between 10am-12pm. Anlin will inspect and address any issues found during the inspection. This complaint is about timing and not Anlin's willingness to correct identified defects.

  
  

  Thank you 

  
  

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19***111, and find that this resolution is satisfactory to me.

  Business Response

  Date: 02/15/2023

  ******,

  
  

  I checked with our Service department and they have this scheduled under warranty which means the Homeowner will not be charged for the glass replacement. I am not sure where the miscommunication came from, but this job will be scheduled as soon as possible. Due to the size of the glass unit, it requires 2 Technicians. Our Service department is trying their best to pull a Technician from another area of the state, but will take some time to adjust the schedule. Our Service department will be in contact with Mr. ******** so there is no misunderstanding about Anlin completing their job.

  
  

  Thank you 

  
  
  

  **** L. ****** VP Product Development

  
  

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 187***49, and find that this resolution is satisfactory to me.

  
  

  I accept this offer and have already left a message for ******* in the Service department to replace the defective glass. Please let me know how to proceed with the Homeowner Accommodation as offered of $2,500. 

  Business Response

  Date: 01/24/2023

  ******,

   

  I finally had a chance to review the following complaint. The first part of the complaint deals with Northwest exteriors and the communication on the timing of ****** Bianchi’s order. Back in July of 2022 the supply chain for our raw materials was very unstable and on time deliveries were rare. We could have done a much better job in communicating to Northwest Exteriors and the homeowner regarding the raw material shortage. This addresses the first part of her complaint which is more frustration than anything else.

   

  The second part of her complaint is the defective glass units, which were noticed after the protective film was removed. Again, I understand the Homeowners frustration with so many defective units and her concern regarding how defective product was not identified before it left our glass plant. Our Quality assurance team is investigating why and how this happened. We did send a service technician out to the residence to identify the units as well as determine the type of defects, which is needed by our Quality Assurance Team. We have committed to replacing all 12 units that were identified.

   

  Anlin will honor our warranty and correct the defective product as we are legally obligated and it’s the right thing to do. I am not sure if this will satisfy the Homeowner as it sounds like she wants a refund or some monetary settlement for her inconvenience. Anlin will not participate in refunds or discounts to Homeowners due to unfortunate circumstances. While Anlin would prefer a 100% satisfied Homeowner in every transaction, situations like this are part of business and all we can do is take corrective action, apologize, learn from it and become a better company.

   

  Thank you          

  Business Response

  Date: 02/09/2023

  February 8^th, 2023

   

  ******,

  In response to ******’s comments on the second correspondence, Anlin takes exception to her comments and would like clarify her inaccurate statements. First, her comments about ongoing quality control and sub-par business practices are factually untrue. As I mentioned in my last correspondence, I understand ******’s frustration as her contractor she selected had some issue, then the product Anlin supplied also had quality issues, making her transaction unpleasant and inconvenient to say the least. However, according to the BBB records, over the last 12 months Anlin has had a total of 3 complaints. Considering Anlin supplies 30,000+ Homeowners product every year, I would challenge ******’s statement and would actually challenge ****** to find another window manufacturer with a record such as ours.

  Anlin also takes offense to her statement: This is far more than an “unfortunate circumstance”, this is negligence. Negligence implies a willful misconduct or disregard for proper conduct or standards. Anlin is the only 5 star rated window manufacturer that I am aware of and has maintained that rating for 20+ years. With the internet and social platforms, Anlin could not maintain a 5-star rating if negligence was a part of our business.

  As for her continued issues: Please see responses in red.

  1)      I paid $12,500 in good faith for quality windows and installation, 80% of which I have yet to receive. ****** ******* refused to let our Service department complete the replacement of the defective IG’s.

  2)      The damages to my home and poor caulking and trim work by the installers will all need to be repaired or replaced. This is an issue with ******’s contractor which she selected to perform the work. Anlin has nothing to do with the installation of the products.

  3)      I have had and will continue to have to take multiple days off work to meet people at my home regarding the inferior product received by Anlin. I've missed a week of work so far, and since I am still awaiting replacement for the 80% that were damaged, this will only increase. Again, our Serviced department has been in contact ready and willing to replace the IG’s but ****** has refused to schedule the work.

   

  Having clarified the facts, Anlin is willing to make a one-time Homeowner accommodation in the amount of $2,500 dollars. Anlin will keep its commitment to replace the defective IG’s and continue to honor the warranty. If this is satisfactory to ******, we expect ****** to allow our Service department to finish the job we started. We also expect ****** to refrain from inaccurate statements, saying negative or untrue things about the company, our products, practices, employees and management. If ****** declines this offer and refuses to allow our Service department to replace the defective IG’s, Anlin will consider this incident closed and will no longer contact ******.

   

  Thank you

• Initial Complaint

  Date:01/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Anlin is the manufacture of the windows I purchased in March of 2020. Within that time they had to replace the sliding glass door 5 times. The first time was due to the wrong dog insert being installed and the following 4 times was due to bad workmanship from Anlin. All of these issues were caught by the installer and not by me. After having the new sliding door with the Anlin installed dog door in the glass for around 12 months, I was closing up the dog security insert in the door and the door exploded, causing glass to go everywhere. This door should not have broken by me closing the dog door, that is normal use for this door. I reached out to Anlin in hopes they would resolve the issue only to tell me this isn't a Lifetime accidental warranty door and that I need to contact a 3rd party and pay out of pocket to have the door repaired. My issue is that this wasn't an accident as this door was being used the way it was intended to be used, therefore this should be a manufacture defect. I submitted the email response to Anlin on 12-21-22 with no response.
  
  Warranty of fitness for normal use. A merchant seller makes an implied warranty of the merchantability of the goods sold. This warranty is in fact a larger set of warranties, the most important of which is that the goods are fit for the ordinary purposes for which they are sold.

  Business Response

  Date: 01/13/2023

  ******,

   

  I am receipt of the complaint and have reviewed the customer complaint and events that took place. It does appear Anlin had sent the wrong color of pet door on the original order and then had some quality issues on the glass. While these things happen in the normal course of business, the real complaint is on the “replacement” IG of the glass that shattered. Tempered glass, also known as safety glass will shatter under normal circumstances but is a rare occasion.  Our warranty clearly states the “accidental glass breakage” coverage excludes “Tempered” glass. If Anlin did not have so many issues with this job, we would not warranty the glass. However, since we obviously caused frustration and inconvenience to the Homeowner, I believe it’s a fair request to have Anlin offer a replacement IG at no charge to the Homeowner.

   

  I will have our Service department reach out to the Homeowner and get the replacement glass ordered. This should satisfy the Homeowner.

   

  Thank you

  
  
  

  **** L. ****** VP Product Development