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:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I purchased a front door from this company, I kept having trouble with air coming in from the sides and top. The company came out numerous of times to fix the problem. Finally the company stated that they were having so much problems with the people they purchased the door from they stopped buying products from them. They installed another door and now I having the same exact problem. I heat buy oil and I'm losing a lot of money my heat is NOT staying in the home it's going outside. Now the company is stating that something is wrong with this door and they are going to give me another door. I understand the doors are warranty for life but, I'm still losing out missing work and losing money on heat. I work two jobs 7 days. I believe the door cost was over 5,000 plus I purchased a front bay window from this company so it's not like I'm not spending money ( no loans) this has been going on for over 4 years with a front door problem. I was also told that the first front door was warped now this door is also warped too. Nobody from the company has me in mind has the customer I'm losing time and money and nobody offering me any type of refund, how many doors are we going to try, this is door number 3 and the company can't tell me WHY. The owner of the company came to my house to get me to buy his products but he hasn't come back to look and see what's going on. The pictures that I sent are of the door that is in my home now.

  

  Business Response

  Date: 02/19/2025

  Dear ****,

  We sincerely apologize for the ongoing issues you’ve experienced with your front door and the frustration this has caused. We understand how important it is to have a properly sealed door, especially with the cost of heating, and we regret that this problem has persisted despite multiple attempts to resolve it.

  Your time and investment in our products are deeply valued, and we acknowledge that this situation has been both inconvenient and costly for you. While we stand by our lifetime warranty and commitment to quality, we also recognize that the repeated replacements have not provided the resolution you deserve. Please know that we take your concerns very seriously, and we want to make this right.

  We will escalate this matter immediately and work on a solution that not only resolves the issue but also acknowledges the inconvenience you’ve faced. We want to assure you that we are actively working on resolving this for you. Our team was out at your home with a representative of the manufacturer on January 28th to assess the situation. Following that visit, parts have been ordered, and we will have a factory technician along with our service manager out as quickly as possible. A member of our team will reach out to you promptly to discuss the next steps.
  
  Again, we truly appreciate your patience and the trust you've placed in us, and we are committed to finding the best resolution for you.

  Customer Answer

  Date: 03/06/2025

  ** *********,

  Around the end of February Advance Windows came out to the house and informed me that instead of replacing just part of the door they would have to replace the whole door.

  The gentleman also informed me that I would have to wait a while for the door.(which I said okay too).

  I was also asked to write to you letting you know that they were making good of this complaint so that it would come down.

  I told him this would not have happened this way if the owner Mark would have taken some time out to come to my house, the same way he came to my house to get me to purchase his product.

  The gentleman told me that he is too busy because he is trying to get his business up and running.

  I was also informed that the new door cost about 7,500. But I'm still losing money on heat.

  Like I stated in this letter I agreed to wait, but as a customer I feel that my family did everything you as a store owner would want. I paid the price that was asked of me and didn't ask could you lower the price.

   

  Thanks for your time 

  **** ******** 

  

  Business Response

  Date: 03/12/2025

  Dear *** ********,

  Thank you for reaching out. As you mentioned in your review, we are currently in the process of ordering a new door for you and will schedule the replacement as soon as it arrives. We understand the wait has been an inconvenience, and we appreciate your patience.

  We apologize, but Mark is unable to visit your home. However, if you'd like, we can arrange a time for you to visit our office to speak with our Operation’s Director about the installation process and address any concerns you may have. Please let us know if that is something you’re interested in and we can reach out to schedule a date/time.

  We appreciate your business and want to ensure the best resolution for you. Let us know how you'd like to proceed.

  Best regards,
  The AWS Team

  Customer Answer

  Date: 03/31/2025

  Mr. *********,

  This is *** ******** I am still having problems with the replacement of my front door.

  Last week the company spoke with my wife over the phone and wanted to set up an appointment for today she was told that if the appointment was not taken they could not promise when the next one may be.

  So I told my wife to take the appointment and I would miss another days work, now everyone knew that we were going to have bad weather today and they still scheduled this appointment. (The forecast was on TV all of last week).

  They called this morning and told me over the phone they would have to cancel and what day would I like to have this done.

  Mr  ********* could you reopen this case and let them know that I would like my money for the door. So I can move on.

   

  Thanks 

  **** ******** 

  ###-###-####

  

  Business Response

  Date: 04/25/2025

  Thank you for your text message to our service manager confirming the service has been complete and the door is fine now. I appreciate you taking the time to share your experience. I’m glad to hear the door is now functioning properly. I understand the frustration you and your family experienced, and I truly appreciate your patience throughout the process in replacing your entry door.
  
  Your service is now complete, and I want to thank you again for working with us. I’ll be sure to address the installation details you mentioned with the team to help ensure a smoother experience for future clients.

• Initial Complaint

  Date:12/07/2023

  Type:Order Issues
  Status:

  AnsweredMore 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.

  On August 14, 2023 I contracted with AWS, Llc to purchase and install 3 windows and 2 sliding doors in my condo - *** ***** **** ****** **** **** *********** **. Contract cost: $17,940. I subsequently met with AWS representative who measured windows and doors. At that meeting I specifically requested that the sliding doors be installed with the opening in a specific direction. The range for installing was 9/25/23 to 10/25/23. Window and doors installed on 10/27 and 10/28/23. On 10/27 After sliders installed I noticed that doors had been installed reversed to my request. I called AWS (860) 829-8043 on 10/27/23 and spoke to production dept. Regarding the issue. They then spoke to their installer ( Sergey) who was in my Condo and together we looked at the doors . He advised me to change them would cause a lot of damage. I have subsequently have had a number of contacts with AWS hoping to resolve the issue without success. My latest conversation was with Roland in the AWS production dept. who advised me since there is as no “ record” of my specific request to change the orientation of opening as I had originally requested at the Initial measurements meeting I would have to incur the cost of any necessary material as well as labor costs. Roland to send cost estimate via my email by 12/7/23 per agreement. I am seeking to have AWS LLC rectify their mistake without cost to me.

  

  Business Response

  Date: 12/20/2023

  Dear **** *****,

  
  We sincerely apologize for the inconvenience you experienced during your recent window and sliding door installation. We appreciate your patience and understanding as we work to address this matter.

  
  As discussed during our conversation on December 7th, we are committed to resolving the orientation issue with your sliding doors. Our team promptly completed the necessary service to correct the operation on December 12th, ensuring that the doors now align with your specific request.

  
  Your satisfaction is of the utmost importance to us, and we value your business. If you have any further questions or concerns, please don't hesitate to reach out to our team. We are here to assist you.

  
  Sincerely,
  The AWS Team