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:06/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 30,2023 my husband ***** and I signed a contract for impact windows and an impact door to be installed in our home. We signed a finance agreement and have been paying on it since September 2023. The original date for installation was end of October beginning of November. The company came to the house and measured for the windows and door. They also applied for a permit with the village. November came with no windows. Sent an email they said December-January there was a backlog of orders. Then they said March. We got an email from them saying the issue was with the company they order windows from. New date May, no windows. When you send an email you get an automated response saying they are experiencing a lot of calls and will get back with us. No return email in weeks.

• Initial Complaint

  Date:06/21/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 September 21, 2023, my wife and I placed an order with this contractor (Alco Windows and Doors, license *********** for 3 impact resistant windows to be installed in our apartment. It has been a nightmare since and we are still in the middle of it, waiting for an installation or a refund (which they are refusing of course). We were very naively expecting an installation for the 2023 Holidays based on this company saying it would take between 10 and 14 weeks after ordering. We were told later it wouldn't be until mid January 2024. Fine. When that new deadline came, they postponed delivery to early March 2024. When that date came, they postponed yet again delivery to mid April 2024. When that date arrived, they came up with another excuse to postpone to the end of May 2024 or mid June at the latest. Mid June arrived, and can you guess? ... They again needed to postpone. We obviously lost any possible trust in this company and are asking for a refund. They are refusing, claiming production has started. Production of the same 3 windows we've been waiting for the past 9 months. We are now entering hurricane season, and we're still fed the same stories. I realize we're not alone in this situation when reading the complaints to the BBB. Could they be waiting for deposits from new clients in order to pay for the production of older orders? I do not know but this company feels more and more like a scam. Three windows do not take 9 months to be manufactured, in any universe. We deposited 40% or $4,305.88. We worked hard to finally invest in our safety, only to feel misled and deceived. This company took the pleasure out of improving our home. Shame on them.

• Initial Complaint

  Date:06/17/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 entered into contract with Also Windows and Doors 12/23/23 with a change order 1/8/24 and I paid them $8650.34. -HOA Approval occurred on 2/13/2024 -Lead time specified in the contract states "contractor shall order the product within 5 business days of HOA Approval and use its best efforts to deliver products and commence the work within 14 days from the date the product is received by the manufacturer". -Supplier was changed stating reason as "the original manufacturer is not experiencing supply chains issues, but the new manufacturer is offering us a smoother process for our business that will benefit our customers"-City permit was issued 5/1/24 -Requested install date, and to the date of this complaint I have not received an install date or an ETC.-Called financing company 6/13/24 to stop payment on further requests and to request full refund from Alco Windows and Doors.-6/13/24, I called ************ and spoke with ******* who stated he would have ******************************* (Project Manager) call me. As of the time of this complaint (6/17/24 at 10:46am) I have not received a return call.

• Initial Complaint

  Date:06/12/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 11/22/23 I entered into contract with Alco to replace all the windows in my apartment. As of 6/12/24 the project has still not commenced. On 12/7/23 I was told my materials were being ordered (email attached). Since January, I kindly followed up with the **************** Representative, Operations Representative and the General Manager asking about the delay and was always told it was an issue in permitting, a specific letter needed from an Engineer or an issue on the manufacturers side. I finally reached out to the manufacturer on 5/29/24, **************, who reported that my material was just ordered 1 month prior on 4/23/24. Per my contract with Alco "Contractor shall order the Product within 5 business days of HOA Approval/Condominium Approval (if necessary), Approval from ******************** Client executing the Agreement, and receiving required deposit." Alco received my HOA approval letter on 12/6/23 (attached) and already had full payment.Finally after contacting the company countless times, on 5/31/24, the owner of ***** Mr. ************************ contacted me after I let him know I was filing this complaint. He admitted that his company let my order fall through the cracks for over 4 months/almost 5 and promised to "restore my faith in his company." He offered to refund me $500 for the inconvenience, which I let him know I found insufficient as the 5 month delay has not only been an inconvenience. It affects my health and my mother's who suffers from asthma due to the humidity problem I have with my current windows; my sleep because of the noise coming into my bedroom from my sliding glass windows; and my levels of stress as I have had to plead with the company to provide me updates and comply with their contract for 6 months. ****************** has since stopped taking calls.Also, I financed the full cost the windows ($14,354.33) via their partnership with *********** I do not think ********** is aware they are partnering with a company that is fraudulent.

  Business Response

  Date: 06/12/2024

  Customer has already been informed that the permit is already approved and product should be completed by June 15. 

  Customer Answer

  Date: 06/24/2024

  It is now June 24 and the project has yet to start. As soon as the owner of the company, ***********************, received my complaint from BBB, he rescinded his offer of a discount for my project (attached). Clearly he knew he had done something wrong, but decided to be spiteful and not keep his word. Now they are alleging delays due to the rain and their van breaking down, but if they hadn't let my project become this delayed we wouldn't have to worry about the rain. This company has not integrity. 

  Business Response

  Date: 07/06/2024

  All items have been successfully installed. 
  Pending inspections.

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21840922
  
  I am rejecting this response because: the job is not complete. Please see proof that they installed an incorrect window so need to reorder etc. Hopefully they stick to their timeline of July 29. Then we still have the inspection process and currently 2 of the windows latches aren't working correctly.

  Last, the fact that they started the job in July when it should have started in January still shows complete negligence on the part of this vendor and NON-COMPLIANCE with their contracts.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/05/2024

  This project has been installed. 

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 21840922
  
  I am rejecting this response because: the job has not been completed.

  I am still waiting for the "balancers" as shown in the attached text message. Just today on 8/20 (a full 9 months since signing my contract), their Admin texted me to coordinate the replacement pieces in the faulty window they installed last month. This window is not from the same manufacturer (Mr. ****** and doesn't have the same identifying branding as the original windows installed. The project still needs to go through inspections to be complete.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/20/2024

  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.

  Alco installed windows in my property for which I paid in full. They then mistakenly filed a lien on the property. They have advised it is a mistake have have taken no steps to correct the situation

  Business Response

  Date: 05/21/2024

  Project is installed and completed. 

• Initial Complaint

  Date:05/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 10/27/2023 we entered intto an agreement with ALCO door and windows to have a patio sliding door installed to replace our french door. The company has already recd payment of $5443.00 from the finance company and we must pay by november of 2023 to avoid interest charges. our problem is we were told it would take approx. 4 months to deliver the door we could not cancel because we would be liable for a large cancellation fee. we accepted the delivery time. I called in January and was told the door was going to be ready ln April another delay. I called in April and spoke to ***** in the office she tells me not till end of June. If I do not keep calling no one lets me know what is the timeline now, This is not acceptable and we are running out of patience. Please help us Thank you ***** and ***************************

  Business Response

  Date: 05/21/2024

  Product should be completed in 5 weeks. We will be reaching out to consumer to schedule install date. 

  Customer Answer

  Date: 05/21/2024

  Hi I have recd the response from Alco that you foewarded to me.  The response is really not satisfactory

  but we have no other choice but to accept it.  We could not cancel in the beginning and we can not cancel now.

  The cost would be too great.  They have already  been paid,  8 months is a very long time.  Thank you for

  your help in this matter.  ***** and ***************************

  Customer Answer

  Date: 05/21/2024

   
  Better Business Bureau:
  
  

  Hi I have recd the response from Alco that you foewarded to me.  The response is really not satisfactory

  but we have no other choice but to accept it.  We could not cancel in the beginning and we can not cancel now.

  The cost would be too great.  They have already  been paid,  8 months is a very long time.  Thank you for

  your help in this matter.  ***** and ***************************

  
  

• Initial Complaint

  Date:05/14/2024

  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.

  We entered into a contract with Alco impact windows and doors in June 2023. We applied for financing in the amount of $28000 for our new windows and doors. As of May 14, 2024 no windows or doors. We have been told since November 2023 that we would have an install date any day now. They seemed to have great reviews so we decided to wait in good faith that they would deliver as promised. I think the reviews we read *** not have been from actual customers. We received a certified letter from the manufacturer, ************* stating they received our order in March 2024 and the letter informing us of construction lien laws. I have not received an email or a call from the owner or a manager. The representative that we were assigned to our order by **** has not been able to answer our questions. As I do more research on Alco and their financing partner I am learning of more customers in my similar situation.

  Customer Answer

  Date: 05/15/2024

  Good afternoon,

  Please find the attached invoice from ALCO Windows and Doors. The lead time was promised as 4-5 months with installation around October 2023. The finance company paid Alco $28000 for my purchase. They still have not fulfilled the order and I do not have any updates. Thank you.    

  Business Response

  Date: 05/21/2024

  Order is complete, waiting on permit approval from building department. 

• Initial Complaint

  Date:05/07/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  A contract was signed on September 5th, 2023 to have Alco Windows and Doors **** install impact windows and doors at my residence in exchange for compensation. The company received full compensation in the amount of $10,237.87 at the date of the signed agreement through a third-party lender, ***************** This lender was recommended by Alco themselves. There was a verbal estimate that the project would take about 3 to 4 months to complete. We are now past 8 months, and nothing has been done on Alcos end to satisfy the contractual agreement. Personnel at **** have been unresponsive whenever I try to obtain information as to when my project is expected to start. Part of the total compensation included a permit processing fee of $1,200 (see page 9 of attached contract) and Alco has not even acquired a permit for my job after these 8 months. Such actions from **** lead me to believe there is potential bad faith involved. Cross *********** the lender that has already paid ****, will soon start to levy high interest rates against me on the loan unless I fully pay it off before the end of the one year anniversary of the contract. According to the bank, I will need to pay them the full loan balance even if **** never provides the service. Since there are no signs of change and hardly any feedback coming from Alco Windows and Doors, I feel it is necessary to start reaching out to other institutions to see if anyone can help me.

  Business Response

  Date: 05/21/2024

  Product should be completed within weeks. We will be reaching out to the customer to schedule the install.

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21680875
  
  I am rejecting this response because it lacks any substance. As of yesterday, 05/28/2024:
  

  1)There is still no permit for the project appearing. Nor is there even a notice of commencement.
  

  2) I spoke with the supplying company, Mr. ***** Doors & Windows Manufacturing LLC, and they are unable to locate an order coming from your team at **** for our project.
  

  3) Back in January, you gave me a similar response to the one you just posted here and it has been a lot longer than 5 weeks since then.
  

  Please address items 1 and 2 and provide evidence that actually shows progress is being made. If you cant, then reimburse the money that was paid to you by the bank and terminate the contract.
  

  Sincerely,
  ***************************

• Initial Complaint

  Date:04/25/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 8/11/2024 I signed a contract with Alco Windows and Doors with the following terms, and short timeline of my experience:Client understands and agrees that the Product will not be received from manufacturer for at least 100 to 180 (not common) days (Lead Time) from the date the Product is ordered. Contractor shall use its best efforts to deliver the Product and commence the Work within 14 days from the date the Product is received by the manufacturer.On September 5th I was told they were working on the permit.October 2nd was told order should be completed by end of November December 11th, Product coordinator will call you most likely after the week of January 22nd, 2024 December 11th, Completion varies depending on production process January 9th, 2024 Estimated completion Late February, manufacture is experiencing delay in production due to high volume of orders.February 6th, Estimated time of completion is now End of March Today March 25th, I called to follow up and was told that due to change in terms with the manufacturer the estimated time is now June I no longer trust this company and I would like ALCO to refund the $7200 that I have already paid to MOMNT, so they can give me a full refund, and I want the order cancelled immediately!

  Business Response

  Date: 05/21/2024

  Product should be completed within 5 weeks. We will be reaching out to the customer to schedule the install.

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21625433
  
  

  Yesterday I contacted Alco Windows and Doors, and they now have an estimate of end of August to install the windows and doors.

  They had 180 days from August 2023, to install.

  I no longer want them to install the windows and doors.  This is unacceptable.

  I want a full refund.

  
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 06/13/2024

  Yesterday, I called the finance company to see if they can help me, and they said I had to contact ****, so they gave me a number to call in which I call and *************************** answered.  Once again, I asked as to why I had not gotten an update, and the apologies and excuses continue.

  It shows here that *********************** responded on 5/21/2024, and said the job would be completed in 5 weeks.  Well it's another lie, because yesterday I called the permits office and was told that there has been no permit requests submitted, which I paid $1200 back in August 2023.  So today I filed a formal complaint with the Miami Dade Permits and Compliance and I should be getting a call back from an enforcement officer within a couple of days. (Copy of Complaint attached)
  

  This company apparently is using people money.  If the job was to be completed in 5 weeks like the owner said I would have already gotten a call for installation appointment for next week.  it's not happening!  ***** yesterday said estimated for end of August.

  These people have not been honest since December, and I don't want to do business with them.  They are not reliable, and I am sure that the warranty won't hold through because they won't be in business long.
  

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21625433
  
  

  Yesterday, I called the finance company to see if they can help me, and they said I had to contact ****, so they gave me a number to call in which I call and *************************** answered.  Once again, I asked as to why I had not gotten an update, and the apologies and excuses continue.

  It shows here that *********************** responded on 5/21/2024, and said the job would be completed in 5 weeks.  Well it's another lie, because yesterday I called the permits office and was told that there has been no permit requests submitted, which I paid $1200 back in August 2023.  So today I filed a formal complaint with the Miami Dade Permits and Compliance and I should be getting a call back from an enforcement officer within a couple of days. (Copy of Complaint attached)
  

  This company apparently is using people money.  If the job was to be completed in 5 weeks like the owner said I would have already gotten a call for installation appointment for next week.  it's not happening!  ***** yesterday said estimated for end of August.

  These people have not been honest since December, and I don't want to do business with them.  They are not reliable, and I am sure that the warranty won't hold through because they won't be in business long.

   

  Yesterday I contacted Alco Windows and Doors, and they now have an estimate of end of August to install the windows and doors.

  They had 180 days from August 2023, to install.

  I no longer want them to install the windows and doors.  This is unacceptable.

  I want a full refund.

  I've attached everything including the contract that I took to the Miami Dade Permits and Compliance.

  Thank you 

  *********************

  
  
  

• Initial Complaint

  Date:04/23/2024

  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 November 30th, 2023, I entered into a contract with ALCO Windows for $45,797.00 to replace my windows, with work scheduled to begin in February. Later, I requested modifications to the contract, including the removal of a window and a door. Although I agreed to a 15% change order fee, ALCO Windows did not update the project's price accordingly. Despite multiple attempts to reach them for clarification, my efforts were unsuccessful. I eventually communicated with an associate via text, but after further unsuccessful attempts through texts and emails, I sent an email to formally request the cancellation of my contract. I expressed my willingness to pay any applicable cancellation fees. However, the company is now refusing to cancel the contract and is insisting that I continue with them, despite having already collected 50% of the payment. I am currently unaware of the status of the windows, my actual bill amount, and I am unable to establish contact with anyone at the company. I simply wish to cancel the contract, pay any related fees, and cease further business with them, but they are not accommodating my request.

  Business Response

  Date: 05/21/2024

  Product should be completed within 5 weeks. We will be reaching out to the customer to schedule the install.