ComplaintsforAmeristar Windows

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2013 we had several doors and windows installed in our home by Ameristar. In June 2022 I contacted the company to facilitate a repair on our 10' slider track. One of the ladies in the office facilitated a laborer to come out and try to repair the track. As he was using a cat paw to try to pull up a track and screwed a hole into the track, the track is not sitting on the bottom but actually welded to the frame, he damaged my door even further. At which point I asked him to leave and I called the office and spoke to ****** and told her about the damage he caused. She got very angry and defensive saying they were trying to do us a favor because they didn't need to honor the lifetime warranty on the door because the company had changed owners. I explained to her that the new owner bought the warranties when he purchased the company. It has been almost a year and there has been no further communication from the company and the door remains inoperable.

  

  Business response

  05/10/2023

  Ameristar Windows was sold in May of 2019 to a different entity.  This was done as an asset purchase, meaning, no liabilities were assumed in this purchase agreement and warranties were not included.  However, as a courtesy we have honored the few warranty requests that we have received since this change of owner took place. This was properly explained to the customer when she called.  

  On 8-4-22 we scheduled a service to take a look at door and tried to change the track with a new track, as we no longer carry this model door track, since the design of our doors has been changed and upgraded.  The customer did not like the way this was being done and did not allow the technician to even finish the service and kicked him out of her home. ****** spoke with the customer the same day, after the technician left. The customer told ****** that she could send someone else and that her husband would give them instructions on how to change out the track and that they were to use her husband's tools. ****** let her know that we would not be able to use their tools, as we were unaware of what type of tools they had and weren't sure if our technicians were trained on their use.  The customer said that she was going to see if her husband could fix the door and ****** let her know to please let us know if there was anything else we could do. We never heard back from her until this complaint.  

  We would be more than happy to send a technician and try to fix the door track.  

  Customer response

  05/10/2023

   I am rejecting this response because:

  The technician you sent out drilled a hole into my track, damaged the vinyl frame of the door thus leaving it in worse condition than when he arrived. This is why I asked him politely to leave and I would have him back when my husband was there to supervise. I told ****** that my door was now in worse shape than before the unqualified tech came to remove and replace the track. ****** and the tech kept arguing that the track just sits on the frame in which it does not. It is welded under the entire frame that slips into the opening. I did communicate with ****** that my husband probably has more qualified tools than a screw and needle nose pliers which is what the tech came with. 
  

  
  

  

  Business response

  05/12/2023

  As stated in my last response, we would more than happy to send another technician to rectify and fix your door. Please let us know if you would like us to schedule an additional service to get this done for you as quickly as possible.

• Initial Complaint

  06/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 2017 .. Installation of two sets of sliding patio doors with blinds inside doors. 10 year warranty on doors. Cloth blinds in doors do not open. ***** ******* is owner and contractors license #101**13 was issued on April 22, 2016. I have been calling June 2021 and company is telling me that they cannot honor warranty because company was sold...

  

  Business response

  07/06/2021

  Hello ******,

  This is a response to customer complain with ID 155**176. 

  Ameristar Enterprises, Inc. dba. Ameristar Windows, finalized an Asset Purchase of Ameristar Windows, Inc. in May of 2019.  We only purchased Assets, not liabilities.  However, despite this fact, we have honored all past warranties of former Ameristar Windows, Inc. customers, to include the request made by Norma Rud on 6-14-21. 

  She had told us that she had purchased one sliding glass door that had mini-blind inside of the glass units and that they were afraid to open and close them because the mechanism kept getting stuck and they were afraid it would break and they wouldn’t be able to open and close the blinds. 

  She spoke with *****, who informed her that the company was under new ownership, that we were not responsible for past warranties, as we had done an asset purchase only.  Additionally, we do not offer a mini blind option for our doors.  He informed the customer that the mini-blind glass units that Ameristar Windows, Inc. offered and sold were from a third party manufacturer. This third party manufacturer, Grandview Enterprise, had closed their business sometime in either 2019 or 2020.  However, ***** told her that we could replace the glass unit for her, without the mini-blinds, at no cost to her. This way she wouldn’t have to worry about the blinds getting stuck in a closed position and she would have new glass. This was the only option that we could offer her, since this is not a product that we carry or are able to service.

  She agreed that this would be an acceptable option.  We scheduled the measurement appointment on 6-19-21.  When we went to measure the door for the glass replacement they had us measure two doors instead of one door, like previously requested.  We did not complain about this added door. 

  Once we had the measurements we special ordered the tempered glass and her glass units went into production.  All four glass units on the two doors were replaced and installed on 7-1-21, at no cost to the customer. 

  I do not know if this is an old complaint, as this issue has been satisfactorily taken care of and the customer was thankful that we got this replaced for them. 

  Please let me know if you need any further information regarding this job. 

   

  Regards, 

   

   

  **** *******

  CFO

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