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:02/27/2024

  Type:Delivery 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.

  On Sept 04, 2023 I contracted Alco to replace all the windows and doors in my home with impact windows and doors. The total cast was $24,546.00. I was told the project would be completed mid January of 2024. When I didnt hear from them in January, I called and *************************** who was to be my contact, told me that the manufacturer was delayed and that my order was now scheduled to ship the end of February. Again I didnt hear from them so I called ***** and when she checked she said that the manufacturer had again delayed the order and that shipment was scheduled for the end of April. My main problem is that I financed the order with zero interest for a year so they have already received their money and I have no recourse. When I did my due diligence before the purchase most companies said installation would be within 4 to 6 months. The end of April ship date takes me to 8 months and that doesnt figure the installation. I feel like I am getting the run around and hope that you can provide me with some options as to how to proceed.

  Business Response

  Date: 03/18/2024

  Dear ******,
  
  We apologize for the delay and appreciate your patience. We are committed to completing your project as efficiently as possible. Currently, we estimate that your order will be ready in approximately 6-7 weeks. Rest assured, once we have received it, we will promptly reach out to schedule the installation date.
  Thank you for your understanding.

  Business Response

  Date: 03/18/2024

  Dear ******,
  
  We apologize for the delay and appreciate your patience. We are committed to completing your project as efficiently as possible. Currently, we estimate that your order will be ready in approximately 6-7 weeks. Rest assured, once we have received it, we will promptly reach out to schedule the installation date.
  Thank you for your understanding.

  Customer Answer

  Date: 03/18/2024

   
  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:01/04/2024

  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 August, 14, 2023. I signed a contract with ******************** of Alco Windows and Doors .for Hurricane Windows and a door.... to be installed on my condo at ****************************************************************************************************** told me that they use Category #5 Hurricane Window glass on all their hurricane window installations and that I would be eligible for a $10,000 government ***** which was available to low income homeowners for hurricane windows at that time.On August 14th, 2023...I signed a contract with Alcoa Windows and Doors for Category #5 hurricane glass to be installed on the front entrance side of my 12' Sun Room, including an entrance door and windows, along with 1 bedroom window. On August 16th, I paid the full quoted price of $16,117 for the entire project ... to Alcoa in full... through a loan from ************** which they recommended.I was sucked into this deal... because I was told by the salesman that I would be able to apply for a govt $10,000 ***** available.... at the time for all homeowners and was given the info how to apply for the ***** ************* when I applied as instructed by *******************, I was notified by the govt free ***** ************** I was not eligible to apply as they do not offer *****s to condo owners. I was very disappointed and tried to get out of the contract immediately, but was told I would have to 30 percent cancellation fee...so, I opted to go with the present contract instead. I was also advised by the Alco salesman that it would take 2 to 3 months for installation ...but to date I am still patiently waiting. So today, Jan 4th, ****, I called ************ again... only to be told that the mid to late January date which was promised to me earlier, for the installation to be done will now pushed back to end of February ****. I am becoming extremely worried that the employees of **** seems to be telling me what ever they can come up with then never keep their word as they keep moving the gold post....while stringing me on.While I have been busy paying back as much as possible towards this loan every month since September, ****, as was agreed upon.I am a disabled Senior citizen and would appreciate anything your organization could do to offer me any assistance in this very stressful matter.Thank You!

  Business Response

  Date: 02/07/2024

  Hello, thank you for the message. We understand ******************* worry and frustration. We sincerely apologize. 
  Now there are steps that we cannot overlook, the association took over two months to send the approval for us to order the material.
  Also the manufacturer took a break during the holidays. These delays are out of our control.

  The manufacture should complete the product later this month, once we have the product in our facility we will reach out to schedule the installation. 

  Once again we apologize for the inconvenience but look forward to complete this project by latest March. 

  Customer Answer

  Date: 02/10/2024

   
  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,
  
  *********************

  Customer Answer

  Date: 04/01/2024

   
  Complaint: ********
  
  I already submitted a complaint # ******** and was promised that the construction of the hurricane windows and door would be completed in March 2024, to date I have not heard from Alco..and when I called they advised me that it will be done at the end of May, 2024. However, I am unable to wait until end of May or June 2024 and them not comming to do the installment as agreed upon. I , therefore am requesting a full refund of $16,117 that they collectef from me for full payment on August 14th, 2023. I am humbly asking for your kind assistance in this matter, thank you!
  
  Sincerely,
  
  *********************

  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.

   

• Initial Complaint

  Date:12/15/2023

  Type:Sales and Advertising 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 signed the contract on 2023-01-19 and bank gave the money on 2023-0206 and I had been contacting Alco Windows and doors I spoke to ***** on Nov/13 and her response was unfortunately the coordinator has not and installation date yet. And have a loan to pay in 2 years and I have ********************* They have been working with my money for 10 months with not a resolution. Thank you for your help, god bless you!!

  Business Response

  Date: 01/10/2024

  The ********************* (*****)  project has an association in which we needed approval from the association to proceed with her project. 

  
  

  My staff had a very hard time trying to connect with *****, as well as her association. 

  
  

  The biggest delay was her association approving the work, which took them more 2 months to get approval. 

  
  

  We should be receiving her order on Feb 20 per the manufacturer update. 

  
  
  

• Initial Complaint

  Date:12/12/2023

  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 all new windows and doors for my house in July and they told me it would be 8 weeks minimum but more likely ***** weeks the latest. it has been 5 months now and we still don't have a date that they plan to install. They got paid ***** immediately in July from the finance company and told us we would not have to make payments until the job was completed but that turned out to be false because if we start making payments now we will only have 18 months interest free instead of the 24 months that they promised we were approved for. i have reached out to both the salesperson ***** and ***** in the office who texted me on Aug. 29th to confirm the order is estimated to be completed by mid to late November and then when i asked her why it was was taking so long she said they needed to wait for the manufacture to complete the order but not to worry it will NOT be 5 months. It is now 5 months and still no word from anyone at the company regarding when they will be installed and i tried to reach out politely numerous times and now they are just ignoring me. I know they have the order ready so i don't understand what is taking so long to install them,

  Business Response

  Date: 12/15/2023

  We have personally reached out to the  manufacturer to urgently address the situation and obtain a concrete date. They advised that the glass was unfortunately damaged during the low-e coating process. To ensure the highest quality, we have placed an order for new glass, and they are working diligently to expedite the process. Our goal is to have the project completed by the end of next month.

• Initial Complaint

  Date:10/02/2023

  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.

  The agreement between the parties is to replace and install 6 six windows at our property.. The agreement sets forth a specific schedule for payments. Had the work been done correctly, this would have allowed installments to be paid as the work was being properly completed to the satisfaction of the homeowners and the inspectors. Without even ordering of windows and start work competently for the six windows, they nonetheless took payment of $10,847.77 at time of loan application with ***** by deceptive text, used code for accessing the loan account and used that information on December 15, 2022 to pay itself $10,847.77 despite the payment scheduled agreed upon the parties. The misappropriation of that sum for work never even initiated constitutes civil theft, a serious transgression even apart from the breaches of contractual duties. To date, the damage to the property has not been repaired and no installation of 6 correct size windows have been done. Furthermore, misappropriated funds not *********** Alco was taken and have not been returned.

  Business Response

  Date: 10/30/2023

  "We have a meeting with the customer at her property on Monday, November 6, where I will attend with my counsel, and she will have her council present.

  
  

  There are serious structural issues as the house from ****, in our agreement, it clearly states that 

  
  

   Furthermore, the contractor shall not be liable for any unforeseen conditions, including but not limited to structural repairs,  

   

  *********************** President

  
  

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20683826
  
  I am rejecting this response because:  Their response is inaccurate and totally false.  They need to produce a report from a structural engineer that backs up their new position.  They can't. 

  The owner has not even been to job site Ever!. and he knows they ordered the wrong size windows and against my authorization tore all the walls including moldings around each window opening to force the windows they ordered.  Furthermore, they fraudulently got funds released from loan company and paid themselves in full even though there was clearly a schedule of payments.  They have solely created this problem to get this far that lawyers are now involved and now matter needs to be litigated.  I have provided documentation to back up my complaint and in addition got an independent contractor to give us an estimate of what it will costs to repair the damage they created including the need to order 6 new windows in the right size for openings.  Kindly let me know how to proceed from here and make them do the right thing.

  Sincerely,

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

  Business Response

  Date: 11/15/2023

  We met with ************** and his counsel on November 6 at the customers property. We are working with his counsel to resolve this issue amicably. 

  Business Response

  Date: 11/15/2023

  We met with ************** and his counsel on November 6 at the customers property. We are working with his counsel to resolve this issue amicably.
  

• Initial Complaint

  Date:06/14/2023

  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.

  ** July 2022, we hired Alco Windows and Doors, LLC to replace all our windows, sliding doors & the main entrance door in our house with hurricane impact windows and doors. The installation of the hurricane impact products was done on schedule, in February 2023. During the installation in February 2023, one of the windows cracked, & the Alco team told ** that they will replace the cracked window in six weeks given the window is under warranty. It is June 2023 and we still do not have our replacement window installed. We inquired at least three times with **** on the status of our replacement window, but never received more than just "run-around" of excuses. In April 2023, we were told that Alco is checking on the estimated-time-of-arrival of the replacement window from the producer (Eco Windows); however, after that we have never received any updates. We have inquired about the status of the window again in early June 2023 & nobody from **** replied to our request. Alco team is ignoring ** despite the fact that we spent $38,000 for this project. We are a military veteran family & always attempt to hire a veteran-owned business for our projects. Since Alco Windows and Doors advertises they are a veteran-owned business, that fact played a major role in ** hiring them for the project. We have never been disappointed with any veteran-owned business we had hired in the past; however, **** is a huge ********************* are far away from performing at the level other veteran-owned business perform. Because **** has not replaced the cracked window, our house has failed ************** city *************** are not able to received a discounted rate for the home insurance despite having hurricane impact windows and doors because the wind mitigation cannot be performed due to a cracked window. At this time, we are trying to resolve this problem via BBB; however, if this problem isn't resolved to our satisfaction very quickly, we will involve the attorney and courts.

  Business Response

  Date: 06/15/2023

  I SPOKE WITH THE CLIENT REGARDING HER CRACKED ***** THAT WAS CAUSED BY STRESS IN HE ***** DURING THE MANUFACTURING PROCESS. I ADVISED HER THAT **** SUBMITTED A TICKET IN MARCH TO THE MANUFACTURER ECO TO REPLACE THE ***** UNDER WARRANTY. ALCO ONCE AGAIN TODAY GENERATED ANOTHER TICKET. WE WILL CONTINUE TO FOLLOW UP WITH THE MANUFACTURER.

  Customer Answer

  Date: 06/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. We are grateful to Alco Windows and Doors for contacting us and explaining the situation. We will work with Alco Windows and Doors on project finalization.
  
  Sincerely,
  
  *********************-Dicen

• Initial Complaint

  Date:03/29/2023

  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.

  Ordered impact windows and front door - cost $23,000 - I am missing a $200 sliding glass door screen that I paid for, and my sliding glass doors ( 2 of them) do not have the handles. I have called 3 times and have been waiting for a month for someone to get in touch with me. When I call I am told that a project manager will be in touch with me to schedule service but they never do. I want my project completed. They need to finish what they started. The sliding doors are the main focal point of the home and the handles need to be installed and my screen needs to be delivered.

  Business Response

  Date: 04/13/2023

  The clients issues have been addressed and following completion of the project ALCO has been awarded with a Five Star Review. We are very grateful for the clients patience and business.

  Customer Answer

  Date: 04/13/2023

   
  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:02/21/2023

  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.

  Alco's Window in Doors located in *****, ******* has an autodialer that calls my cell every day, yes, every day, I've documented it. Sometimes up to 4x per day. I'm on the Do Not Call list, I've called to asked to remove my number, waited 16 business days for it to take effect but I'm still getting calls, 26 calls in past 6 weeks. Every call has been blocked but their autodialer uses a different number every time. I have called every number that called me and every number leads to Alco windows and Doors in ***** *******, answering the call. Legal actions have begin but I prefer not to as I have much better things to do in life.

  Business Response

  Date: 02/22/2023

  ALCO Windows and Doors greatly appreciates ******************** advising us of this issue, and we sincerely apologize for any inconveniences that it has created for him. We have taken the steps to remove his number from our auto dialer system.

• Initial Complaint

  Date:01/24/2023

  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 paid initial 50% deposit on 08/20/21. Project is not finished. Its been over 1 year and 5 months.Installation started on 05/16/ 22 and is going for over 8 months.Last kitchen area started on 12/05/22 and finished on 12/16/22. On 12/17/22 after light rain, we had a waterfall into the house:**************************** (turn on audio)Ive been promised that a new order for upper windows will be placed on 01/05/23. As of now, to my knowledge, new order is not placed. I cannot obtain a status of new order either. I am getting run around from ALCO company. I want my project to be finished as soon as possible in professional manner. I would like ALCO company to assign a highest priority to my project, work with manufacture to rush a new order, develop a proper communication to me, and expedite completion of my project as an exceptional case. I would like the best teams to finish my project.Details:Kitchen area installation dragged for 2 weeks (out of 10 b-days guys worked for 6 not full days) 12/19/22 covered area with plastic to prevent leaks.12/20/22 installation manager (IM) - they will not be able to fix kitchen area this year because they need to invoke a representative from **************, manufacture. It will be on 01/05/2023 12/27/22 windows are leaking even with plastic covers:**************************** **************************************************** 01/04/23 IM said they cannot fix it, need to reorder upper part again and it may take 2-3 months but promised to rush new order with manufacture and installation.01/05/23 removed plastic cover, caulked windows over rubber seals. IM explained that it is temporary until new windows will be ordered and installed. IM promised to place a new order today. 01/06/23 I called IM. He said that I am not the only customer and he did not do it yesterday but will do it today when he will get to the office.Since, IM does not take my calls. He texted me to use general (888) number. I am getting run around.

  Business Response

  Date: 01/30/2023

  ALCO completely understands ************************ concerns and frustration regarding the delays in completing his project.  i spoke with him and the main issue is the window in his kitchen is an unusual configuration and two of the windows to complete the installation arrived from the manufacturer with the incorrect dimensions.  **** has advised the manaufacturer of this issue and we are attempting to have the correct windows shipped to ** as quickly as possible.  We completely understand that he has unfortunately during inclimate conditions had an excessive amount of water pouring out into his kitchen are and floor. we attempted to provide a temporary fix, but unfortunately it has not addressed the issue.  The order for the windows was placed in early January and we continue to follow up with the manufacturer *************.

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18889220
  
  I am rejecting this response because: It is not accurate, and I still don't have a status of a new order.

  It's not 2 windows, but 3 upper windows in the kitchen area. It's not meagerments but wrong configuration. If we would leave them like they are constructed water will always be standing in the bottom of those 3 upper windows. 

  Yes, I spoke to director of business development on 01/19/2023 and explained my concerns. I've been promised that somebody will contact me earlier next week. Nobody did. I have contacted company by myself and again, did not get any answers to my calls, voice mails, and emails. Yesterday when I saw reply on BBB, I have written another email to customer support and again did not get an answer. So as of now, 2 weeks after our conversation and a month after promising to place a new order I don't have a direct communication from **** company with a status of a new order despite my multiple calls, voice messages and emails to Installation manager, customer support, and general manager.

  I would like to have a status of my new order with its number in direct communication. Attached is an example I used to get from the **** company. Thank you.

  Sincerely,
  

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

  Business Response

  Date: 03/07/2023

  **** continues to address the issues regarding the clients window installation in his kitchen with the engineers from the manufacturer MR. ****** in *****. The design is unusual and requires the glass to be cut on a forty degree angle. We completely understand the clients frustration and desire to complete his projec, **** is not the manufacturer and we are attempting to get a resoltion to this issue as soon as possible with the manufacturerd assistance.

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 18889220
  
  I am rejecting this response because:
  

  The unusual design in known since August 2021. Its been over 2 and a half months since the wrong structure was installed and 2 months since been promised to resolve it. After 2 months I cannot get even a status of resolution. Nobody returns my calls and messages. I am very frustrated.
  

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

  Business Response

  Date: 03/23/2023

  ALCO was at the clients home on 03/17 to take additional measurements for moving forward with completing the kitchen project. We spoke with him again on 03/21 to discuss our strategy for moving forward. We completely understand the clients level of frustration for the amount of time that this has taken. We have once again assured the client that we will complete this project as soon as possible.

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 18889220
  
  I am rejecting this response because:
  

  ALCO was at my property on 03/09/2023, not on 03/17/203. It was not to take additional requirements. Nobody called me after that visit and explained anything. A service call was scheduled on Friday, 03/24/2023, and got canceled by email stating that they dont have part from the manufacturer. Ive got an explanation by email: We are trying to perform a service of the windows installed to reglaze the glasses of the top windows and change the glazing beads. Based on the report provided by the field technician that went with ***** to your property, this should be sufficient to address the water accumulation. If we keep sealing and adding more silicone around the glass, there will be no way for the water to drain when it rains. We need to make sure the drain holes are uncovered.
  For three months I have been waiting for new windows with a proper structure to replace the upper kitchen windows to eliminate water collection on the windows. Now, after 3 months narrative changed. Over the phone, I was told that **** will try to fix the issue. That is not promising at all. I would prefer it to be done. Not a try. I paid the downpayment on August 20th, 2021. Installation was promised to be done in 3-4 months. Instead, installation started on May 16h, 2022, and is going on for over 10 months now. As of now, I dont feel at all that ALCO is working to complete my project as soon as possible. We live under construction for over 10 months with stickers all over our windows with no promising date of completion.
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/05/2023

  ALCO continues to maintain contact with the client as we are working with the manufacturer to provide a solution to for the accumulation of water on the windows in the kitchen. This continues to be a structural issue with how the glass is connected. We understand that the client has been more than patient with these delays, and why he continues to reject our responses. The last contact he had was on 3/30 with our production manager *************************, and he advised him that we are still unfortunately working on a solution. We hope to have an update this week from the manufacturer.

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 18889220
  
  I am rejecting this response because:
  

  No,the last contact with production manager ************************* was on 3/21/2023 over the phone at 10:49 AM. 11 months since installation started and I dont even have an estimate on when ALCO is planning to finish it up. I dont think **** understands the level of frustration and inconvenience it is causing me and my family. 

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

  Business Response

  Date: 04/13/2023

  The client was contacted on 04/12 and advised that the manaufacturer should have the parts available to complete the project the week of 04/17. We once again apologize for the unusual amount of delay time that the client has experienced.

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 18889220
  
  I am rejecting this response because:
  

  The client was contacted on 04/12/23 this is not a true statement. We had heavy rain on 04/12/23. I have noticed 2 spots were leaking in the kitchen structure which originally leaked on 12/16/22. I have placed 2 buckets to collect dripping water and send an email to ALCO on 04/12/23 attaching a picture and providing a video of the leaks. In the same email, I asked to expedite their process of getting my project to be finished. Thats how I got a response with a possible date of 04/17/23 to get parts which I have been waiting for over 3 months now. Its been 11 months since installation started. As far as apologies, I did not get any in the email reply. It says that after parts ALCO needs at least 3 more days to paint. Meanwhile,I have buckets sitting in my breakfast area to collect water in case of rain. I also texted the Project Manager who conducted the temporary caulking of windows on 01/05/23 and notified him that the structure still leaks and attached the same picture I sent over email to the office. Did not get any response from him.
  

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

  Business Response

  Date: 05/15/2023

  **** HAS BEEN AT THE CLIENTS HOME WORKING ON COMPLETING HIS PROJECT, EVEN TODAY WE HAVE A CREW THERE. THE UNUSUAL DELAYS WERE ATTRIBUTED TO THE MANUFACTURERS UNUSUAL DELAYS IN PROVIDING THE MATERIALS NEEDED. THE CLIENT WAS AWARE OF OUR EFFORTS CONTACTING THE MANUFACTURER TO PROVIDE UPDATES. WE HAVE FINALLY RECEIVED ALL OF THE MATERIALS NEEDED. WE ONCE AGAIN APOLOGIZED TO THE CLIENT FOR ALL OF THE INCONVIENCES HE EXPERIENCED.

• Initial Complaint

  Date:12/15/2022

  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.

  Contract signed January 2022 for $24,236.67. Replace all outside windows, front door and sliding door.Contract completed over a month ago and contractor paid in full. Wind Mitigation has not been scheduled and a written release of lien for labor and material never provided. I would like to have the wind mitigation scheduled and a written release of lien for labor and material.

  Business Response

  Date: 12/16/2022

  SPOKE WITH THE CLIENT TODAY AND WE VERY APOLOGETICALLY ARE SCHEDULING HIS WIND MITIGATION APPOINTMENT FOR 12/17 AND ARE PREPARING TO SEND HIM HIS RELEASE OF LEIN DOCUMENTS AS WELL.  CLIENT WAS VERY SATISFIED WITH OUR RESPONSE