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:04/22/2024

  Type:Order 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.

  In May 2023, I entered into a contract to install five hurricane-proof windows at my residence located at *********************************. Due to a delay caused by the ************************ the necessary approval was not submitted until July 2023. At that time, I was informed that the installation would be completed by December of the same year.However, despite my repeated calls and conversations with both *************************** and ***************************, there has been no communication, no updates, and absolutely no progress from ALCO Impact Windows and Doors. Not even an apology. To make matters worse, MOMNT ***************** LLC, acting on behalf of ***************** has already disbursed the entire amount of $6,800.00 to ALCO.Given this situation, I am left with no choice but to terminate the contract and seek reimbursement from ALCO Impact Windows and Doors to the financial institution.If you need any further assistance or have additional details to add, feel free to let me know!

  Business Response

  Date: 05/21/2024

  Product should be completed within 4 weeks. We will be reaching out to the customer to schedule the install.

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21609102
  
  I am rejecting this response because:

  ALCO has failed and lied about the installation of the windows as per contract.

  I have called *************************** and ********************* several times, in many occasions no response. I was told the manager was to contact me, up to this date no call.

  I dont want to have the windows instalaciones by this company. They got the money from Mommt long time ago. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/21/2024

  Type:Product 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.

  Date of Transaction: 6/24/2023 Amount of Money paid: $ ********* What the business committed to provide:Alco Impact Windows committed to manufacturing and installing impact windows for ******************************* home. The initial timeline provided estimated the windows would be ready within ***** weeks (by late October/mid-November 2023).Nature of the dispute:The core dispute is Alco Impact Windows' repeated delays and inability to meet any of the promised timelines for completing the window order and installation, despite multiple revised estimates throughout 2023 and 2024 from their representative ***************************. This caused significant frustration, inconvenience and potential financial losses for ******* and her husband ****, who are trying to sell their home. Whether the business tried to solve the problem:While *************************** continually provided new estimated completion dates and apologies, Alco Impact Windows does not appear to have taken substantive steps to actually resolve the issue in a timely manner. After almost a year of delays, when ******* requested a refund on March 20, 2024 due to breach of contract, ***** only proposed a 30% cancellation fee rather than a full refund. By April 19, 2024, with no resolution, ******* demanded an immediate refund, threatening legal action.

  Business Response

  Date: 05/21/2024

  We will be reaching out to the consumer to schedule install date.

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21605850
  
  

  I was awaiting further communication from the company, per their indication to BBB that they would reach out. However, no such communication occurred. 

  
  

  My legal counsel sent a formal demand letter to the company, to which they simply replied that they would have an attorney respond, but again, no substantive response was provided. We will be pursuing legal action against the company, and I intend to follow through with the full judicial process to seek compensation for my time, emotional distress, and financial losses. 

  
  

  Most concerning is that prior to retaining their services, I researched the company's reputation, including reviewing information on the Better Business Bureau website, and found no indications that they would conduct business in such an unsatisfactory manner. I want this complaint and its eventual resolution to be documented in order to warn potential future clients about the substandard experiences they may encounter when dealing with this company.

  
  
  

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

  Business Response

  Date: 07/01/2024

  we are installing *************** and *************** next week. 

  
  
  

• Initial Complaint

  Date:04/18/2024

  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.

  On September 1, 2023 we ordered 4 impact resistant sliding glass doors, a new garage door, garage exit door, and a front door costing a total of $31,249. At the time of signing the contract we were told it would be ***** weeks until installation. We have now been waiting for 34 weeks and I'm being told again that our windows are not out of production yet. Here is the response to my complaint about the constant delays: "The reason why the order has been delayed is because there was a change in the terms between the manufacturer and us, and as a result of that change, most of our orders were cancelled and had to be placed to production again after a while being on hold."I call this company every month and I am given an installation date that is 6 weeks away. Currently they say they hope to complete the work by the beginning of June. Again 6 weeks away. How can I possibly trust them considering this kind of run around. Hurricane season is about to begin. If the windows cannot be installed by June 1st, 2024, I want a guarantee that they will refund my money so I can take my business elsewhere.

  Customer Answer

  Date: 05/10/2024

  Why is my complaint not showing under the companies listed complaints??  Contact me if you need more information.

   

  complaint #********

   

  Customer Answer

  Date: 05/10/2024

  So - if a business does not respond to a complaint lodged through BBB they effectively keep that complaint from appearing on your website.  Correct?

   

  Previous email:

  Sent: 5/10/2024 1:18:41 PM
  
  From:
  ************
  To:
  S *****
  Subject:
  Message from the Better Business Bureau
  
  S *****
  *********************;
  ************************
  
  
  Dear S *****:
  
  
  BBB complaints are not made public until after they are closed. Please let me know if you have any other questions.
  
  Sincerely,
  
  
  ************ 
  ************************************
  
  View Communication History for this Complaint

  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: 05/28/2024

   
  Complaint: 21593258
  
  I am rejecting this response because:  This is the same response I receive every time I contact this business.  My first inquiry regarding the delay was in Dec. of 2023 when I was told my windows and doors would be out of production mid January with installation occurring soon after.  It is now 3 days until June of 2024 and it is shaping up to be a very active hurricane season .  I have little confidence that I will be contacted in the coming weeks for installation. This company has in fact never taken the initiative to contact me directly or keep me updated regarding their failure to install the windows and doors for over 8 months.  I consider this to be extremely unprofessional.  I have to call them every month and every month I'm told they expect installation to occur in approximately 6 weeks.  I feel that I have been patient and polite in all my dealings with this company, but I can no longer be pacified with "we expect to be calling to schedule installation in the next few weeks."
  
  Sincerely,
  
  S *****

• Initial Complaint

  Date:04/17/2024

  Type:Product 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.

  **** has not committed to me or did Alco comply by what **** promised.I was told that my windows and doors would be installed with 3 months.The date today is April 17th and the windows or doors have not yet been installed To be exact it has been 10 months from the day that a representative came to measure my place.I have been extremely patient with Alco, but my patience has reached its limit.It is outrageous to wait for ten months to have the windows replaced I have been requesting for Alco to cancel my order and Alco will not do it.**** said that I would have to pay 30% in order for them to cancel the order.Honestly, why should Alco charge me when the Windows or doors have not been replaced or installed?All I want is for Alco to pay the loan back to the loan company.That loan is already on my credit report.Alco is not a reliable or a dependable company that customers can rely on.All I want is for Alco to refund the loan to the loan company.I do not want to deal with Alco any longer.The frustration and the aggravation that I have been dealing with **** is not worth my energy or time.

  Business Response

  Date: 05/21/2024

  We will be reaching out to consumer to schedule install date. 

• Initial Complaint

  Date:04/16/2024

  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.

  I made a purchase of impact windows August of 2023. Originally they said it would be down around November I called and they postponed it until January. I called at the end of January and they said they are having issues with the manufacture orders and wanted to change my product to a lesser product for the same price. I asked them to please provide what I had paid for or please give me a refund. They advice at that moment (in early February of 2024) that it would be another 4-5 weeks. we are now 2 months later and I have not received a call and when I call they said someone would call me back but never does. I'm making payments on a loan for these windows that I have been waiting for 8 months for.

  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: 05/27/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/07/2024

  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.

  In early September of 2023, I had ordered some windows from a salesman from Alco ************************************************ I had to go through a normal process of getting my condo association involved and getting a permit and getting the windows approved so that took about a month. It's now seven months later and Alco WD still have not putt the windows in and they have already been paid in full.. So, the company had me go through a line credit. The company is paid in full. The office manager ***** has been super nice. I have also been very respectful and patient. Alco Windows and doors have been making excuses ever time I have call. I asked to speak with a manager and have asked for a full refund. ***** in the office said I'm sorry we can't do that. I said to her, want my windows done now or I want a full refund. I've been very nice about this whole thing however, We are 2 senior citizens that feel as though we are being taken advantage of.I have all the texts from ***** and myself and the dates I tried communicating. I saw the companies reply and they say everything is not true and are not doing the right thing. This company either needs to put in the correct windows I have ordered by the end of April. Now they are telling me the end of May. BBB can you please help 2 Seniors that feels swindled by this company. I have a small condo that only has 4 windows and the slider. If I knew how to upload my texts I would. We can meet an I will show you.

  Business Response

  Date: 05/21/2024

  We will be reaching out to the consumer to schedule install date.

• Initial Complaint

  Date:04/01/2024

  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.

  I feel like I am being scammed by this company, as I have paid nearly $20,000 and I have not received the windows and doors I paid for. I have heard rumors that they are in financial trouble, and I worry that they may try to go out of business to avoid fulfilling orders for customers like me.I ****** a contract with Alco for new windows and doors in July 2023. As of today, April 1st, 2024, my windows and doors have not been installed and I still do not have a confirmed installation date. There has been absolutely no proactive communication from Alco about any delays. Instead, I have had to personally reach out myself to get any updates. I have called at the end of every month since November, and each month I get an excuse about why the installation is going to be delayed. I was supposed to have my windows installed in December, then it became January, then February, then March, then April, and now allegedly it will be **** I feel like they are not being truthful with me and they are giving me the runaround.

  Business Response

  Date: 05/21/2024

  Permit is approved. Waiting to receive material from manufacturer.

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21512987
  
  I thank you for the response and have appreciated the direct connection to **** as it is making me feel more confident that the work is progressing. I will not be able to close the BBB complaint yet because the work is not yet completed. I'm sure you can understand that I have been given many status updates from Alco in the past promising that they're just waiting for the manufacturer and then the work will get done, and yet I still do not have my windows and doors. Once the work is successfully completed and I have my windows and doors installed, I will be happy to accept the business response and close this complaint. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/04/2024

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

   

  I thank you for the response and have appreciated the direct connection to **** as it is making me feel more confident that the work is progressing. I will not be able to close the BBB complaint yet because the work is not yet completed. I'm sure you can understand that I have been given many status updates from Alco in the past promising that they're just waiting for the manufacturer and then the work will get done, and yet I still do not have my windows and doors. Once the work is successfully completed and I have my windows and doors installed, I will be happy to accept the business response and close this complaint. 
  
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/07/2024

  Type:Delivery 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.

  My husband and I entered into a contract on September 1, 2023 with Alco Windows and Doors represented by ***************************. This was to replace our front doors (2) and four window. Our deposit of $4528.00 was submitted on September 2, 2023, leaving a balance of $6793.00. We were emailed by *************************** who would be our contact person for our order on September 11, 2023. On September 15, 2023 a ********************* emailed me that someone would come on Monday to re-measure our job. I confirmed the appointment. The company requested our proof of ownership (warranty deed) which I sent via attachment in an email on September 20, 2023. October 2, 2023, I contacted *************************** requesting an update and she said the manufacturer was processing our order. November 9, 2023, again requesting update. She emailed me on November 13, 2023, that my order is estimated to be complete by the end of the month (November) and installation would take place at the beginning of 2024. December 11, 2023, ***** emailed me that my order would be completed by the end of December/mid-January and informing me that the holidays would impact its completion. No one answers the phone in the office and you leave a message and no one returns the call. January 17, 2024 I contacted the salesman and asked him if he could look into our job. Prior to that, January 4th, *************************** emailed me that my permit is in process and my order is estimated to be completed by the middle of March. *****, January 22, emailed me that she emailed me 18 days ago with an update and that she could not give me an install date because the order isn't complete. I had the rest of my windows replaced by a different company, contact and installation, completed in 2 months. This company is dishonest and robbing people of their hard earned money. I know I am not alone in this because my sales person contacted me today to tell me he's receiving calls from other customers.

  Customer Answer

  Date: 03/08/2024

  I trusted this company and its representative and entered into this with the understanding that the work would be completed before December 2023. We were told they use Mr. ***** which is local for them. As I mentioned in my complaint we went with another company to do our remaining windows and signed the contract on October 26, 2023 and installation was on January 23, 2024 with county inspection on January 26, 2024. I may just want a refund ($4528.00) since the order hasn't been completed. Hurricane season is just around the corner.  

  Customer Answer

  Date: 03/08/2024

  This is the response from *************************** that I have attached.  

  Business Response

  Date: 04/08/2024

  see attachment

  Business Response

  Date: 04/09/2024

  there was a delay with the manufacturer.

  We should have her order completed by May 25.

  
  

  Due to this delay, we will definitely prioritize our installation as soon as we receive our order.

  
  
  

  Customer Answer

  Date: 04/09/2024

  We have not received a response from our complaint through BBB. We were told by Mr. ***** that we need an order number from Alco Windows and Doors to assist in our inquiry.  Alco Windows and Doors is not giving us a number because they don't have one. We requested a refund of our down payment and they told us the period for cancelation has passed. 

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21400891
  
  We have not received a response from our complaint through BBB. We were told by Mr. ***** that we need an order number from Alco Windows and Doors to assist in our inquiry.  Alco Windows and Doors is not giving us a number because they don't have one. We requested a refund of our down payment and they told us the period for cancelation has passed.
  
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 04/24/2024

  We received this letter of Lien today.  

  Business Response

  Date: 05/21/2024

  We will be reaching out to the consumer to schedule install date.

• Initial Complaint

  Date:03/04/2024

  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.

  In February 2023 we signed the contract to purchase hurricane proof windows and doors. The job is still not completed. The damage from their installation caused a large leak that is still there even after they tried to fix it once already. However, the company wont come and finish the job or fix/ repair the problems they made during their installation.. we have been in communication via email for the last year and now there is no response from Alco. The last response from alco is about three weeks ago. Alco was paid in full by financing company and therefore theyve done a sloppy job the fastest way they could and disappeared. Again, we have a leak coming from the second floor to the ceiling downstairs because the door upstairs was installed incorrectly, twice. The leak is ongoing since October 2023 and the company keeps ignoring the countless emails we sent out with videos and photos, documenting everything about their work and asking them to fix it. They have sent incompetent people to do work that requires a professional which alco does not hire. **** has abandoned this job because they do not have anyone that can fix their poor work to make it right. None of the workers at my house spoke a word of english. The project manager was unreachable most of the time as he was on two different vacations during our install where everything went wrong.

  Business Response

  Date: 03/05/2024

  We will proceed with Property Lien. After 13 services visits, and 4 service visits from the manufacturer, we have realized that nothing we do will ever be sufficient for the person. She is basically trying to avoid final payment so it seems. We will not go back to do any more services and will proceed legally. 

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21385414
  
  I am rejecting this response because: dont matter how many times they came to visit as they never did the job properly destroying the wall surrounding and the job is ugly and unfinished until they finish they shouldnt be asking for the remaining $1200. They already got paid 38K there was no space to upload all the photos and videos that I have but if this is not resolved, including the leak that they avoid to mention in their response, I will also have to take legal action, no payment as the last payment and the final payment will be made until the job is finished. If it takes hundred times to come over here this is not my fault is the fault of the incompetent workers that cannot finish the job because they dont have skills. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 03/18/2024

  Alco along with the manufacturer, have been to the property over 10 times to completes services this customer has request. We feel that we have gone above and beyond correcting what she feels are issues. We are done with this project.  

• Initial Complaint

  Date:03/02/2024

  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 10/18/23 I signed a contract with Alco Windows and doors. I was told this job would take 4 month to complete. less than 2 days later I called *********** and told him that my mom wasnt happy with the style of the door and she really didnt want to settle. I wanted to cancel the order. *********** told me I had to call *****, that she is now in charge of the order. I called ***** and told her the same thing as what I told my sales guy. She told me I would have to pay 15% to cancel. She persuaded me to keep the order.around a week or so ago I reached out to Alco windows to inquire on when they would be installing the windows. ***** emailed me to tell me that the expected time now wouldnt be until the end of April. I didn't agree to wait 6 months!I decided to read my contract today, and where it says I have the right to cancel:12. Buyers Right to Cancel. This is a home solicitation sale, and if you do not want the goods or services, you may cancel this agreement by providing written notice to the seller in person, by telegram, by email, or by mail. This notice must indicate that you do not want the goods or services and must be delivered or postmarked before midnight the third business day after you sign this agreement. If you cancel this agreement, the seller may not keep all or part of any cash down payment. When I spoke with *****, I told her I wanted to cancel and thats when she said Id have to pay. I was in the timeframe, and she should have told me to send a formal email. I am very unhappy at this point with this company, and feel I will not be getting my order even by the end of April. They received the money for my order already, because the financing company sent me a reminder of the balance due. I feel they are using my money to complete an earlier order? thank you

  Business Response

  Date: 03/18/2024

  Hello, ***** we never received your request to cancel the agreement withing the recission period. Also your order is not delayed, as we need association approval to process the order.
  We are looking forward to completing your project. Should you have any other questions or concerns, please let us know. Thank you.