ComplaintsforASP Windows and Doors

• Initial Complaint

  01/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contracted with ASP on 1/13/22 to install a hurricane door and windows in my 1-bedroom apt. I provided full HOA ********************** info prior to contract signing for ASP to determine if they could meet my needs; ASP assured me they could. I paid them a 50% deposit of $6750. I agreed to pay an extra $1K for an aluminum full-glass door over the price of a fiberglass door. *** claimed they didn't have any problems meeting my in-swing door requirements and the job would take 2-3 months, possibly 4 if there were supply issues. ASP would supply/install 1 front hurricane door, front & rear hurricane windows, and remove old sliding glass doors. Dispute is: it's been TWO years and ASP has yet to even get the permit completed. No many how many times I call ASP, there is always some excuse as to why nothing has been done yet. ASP has VERY poor communication followup. I, my HOA, and the City, have all complained about delayed responses for requests to get things moving. After over 1 1/2 years of enduring excuses I caved to accepting a fiberglass door JUST to finally get the job done. July 2023 I was told the door would ***********-8 weeks to come in; 3 months later I still heard nothing only to learn the door had arrived some time ago earlier. New excuses were the City wants paperwork ASP usually doesn't provide. 3 months later still no progress. Permit application records show the City stopping the process due to 4 unanswered requests from ASP. When ASP responds to the City, it takes 4-6 weeks on average. ASP exhibits ZERO interest in expediting this job even after TWO YEARS of waiting for them to even start the job. Sales guy says I'll need to take up to a full week off work for them do this small job. I've recently requested 4 times to be provided with a completion commitment date and ASP won't provide one. Efforts ASP does get around to making takes a ridiculous amount of time; e.g. months to provide simple paperwork for permit. Worst contractor experience in 40 years.

  

  Business response

  01/23/2024

  Dear *****,
  
  I hope this message finds you well. I appreciate your patience and understanding as we work towards addressing the concerns you've raised regarding the progress of your project. Your project's success is of paramount importance to us, and we want to ensure you are fully informed about the key milestones and events from the contract signing to the present day.
  
  Key Milestones:
  
  January 17, 2022: Contract signed, officially initiating the project.
  *Attempts to Communicate with ****: Multiple attempts were ************** with the *** for necessary approvals, ensuring compliance with community regulations. We have documented these communications, including calls and emails.
  *Client Communication*: Throughout the project, we maintained open lines of communication with you, providing regular updates, addressing concerns, and seeking your input.
  *Building Department Interaction*: We interacted with the building department to secure the required permits and approvals, with documentation available.

  
  Project Timeline and Progress:
  
  January 17, 2022: Customer paid 50% ($6,750.00) via Check #******.
  January 31, 2022: Final measurements took place due to the volume of jobs in the pipeline.
  February 2022 onwards: Multiple back-and-forths with *** regarding the approval of equal split Roller XOX. Revised drawings were submitted in May 2022 to maintain building uniformity.
  May 25, 2022: Received information about your surgery, delaying the notarization of necessary documents for permit signing.
  June 14, 2022: Permit documents and NOC signed and received by our team.
  July 19, 2022: Confirmed paperwork submission to ***; identified missing blanks. Followed up with *** multiple times with no response.
  August 22, 2022: Spoke with ****** from ***, who mentioned staff changes causing delays. New documents were required and resubmitted on August 30.
  September 12, 2022: *** denied approval; additional documentation requested.
  October 4, 2022: The job is to be switched from Mr. ***** due to inswing doors and a potential price increase. New proposed door submitted to ***.
  November 16, 2022: *** denied approval after corrections.
  November 29, 2022: *** requested attendance at a meeting for approval. No progress was reported.
  December 6, 2022: *** rejected again; we scheduled a visit to attend the meeting.
  December 19, 2022: Confirmed at *** meeting; door needs to be fiberglass. The customer requested an updated estimate.
  January 20, 2023: ***** working with ***** on new plans on the fiberglass door for *** approval.
  June 21, 2023: Followed up with *** about approval letter.
  June 26, 2023: Approval letter received.
  July 14, 2023: Order placed for windows and door.
  September 8, 2023: Materials from MRG received.
  September 29, 2023: Fiberglass door received.
  August 2023: Permit submitted; awaiting structural plans and wind load calculations.
  September 14, 2023: Submitted corrections for the permit.
  September 21, 2023: Comments received about NOA ************** sent to our engineer for assistance.
  October 5, 2023: ANSI certificate requested from Mr. *****.
  October 16, 2023: ************** attempted to address the issue but was unsuccessful. Reaching out to them again.
  October 27, 2023: Need drawings from ****** corrected; urged for a prompt response.
  October 29, 2023: Lock mechanism determined.
  November 8, 2023: The engineer gave us the corrections, and they were submitted.
  November 16, 2023: Corrections were routed for review.
  November 22, 2023: Review still pending.
  November 27, 2023: Corrections needed.
  December 11, 2023: Plans received from the engineer and submitted.
  December 19, 2023: Corrections will be routed for review today or tomorrow.
  January 2, 2024: Plans needed more detail; corrections submitted.
  January 8, 2024: Called city and advised they will route permit in review today.
  January 17, 2024: Corrections resubmitted.
  January 22, 2024: Corrections will be sent for review today.
  
  We will be adding different attachments showing the continuous attempt with the ***, building departments or manufacturers on the link below. Also, I want to provide additional context regarding the delays encountered, particularly emphasizing that a significant portion of the setbacks stems from the *** approval process on the door. The original door design we presented was innovative and had not been implemented at the building before. While this brought an exciting element to your project, it also introduced a new set of considerations for the ***. The uniqueness of the design led to a more in-depth review process and discussions.
  
  In hindsight, we acknowledge that this could have been prevented by aligning more closely with the ***'s initial requests. Going against their initial preferences caused a huge delay. I want to assure you that we've learned from this experience and are committed to making the remainder of the project as smooth and efficient as possible.
  
  If you have any further questions or concerns, please feel free to reach out. Your satisfaction remains our top priority.

  
  
  *********************************************
  
  
  Best regards,
  
  *******************

  Customer response

  01/28/2024

   
  Complaint: 21112329
  
  I am rejecting this response because: ASP is trying to position themselves as having done all they could through TWO years of waiting for them to actually do something productive. *** tries to assert waiting on my *** was a key issue. Does ASP forget they were claiming it's not their fault my '*** is only open one Monday per month' when in reality my *** is open EVERY Tuesday? Does ASP forget they contacted me over 8 months after signing the contract that they now needed to change my door order to an in-swing door instead of an out-swing door which was known by ASP the day ***** came out to provide an estimate? It took ASP 8 months to discover they made a crucial mistake? *** tries to assert my surgery had some effect on them doing their job when it had absolutely zero effect. It's been over TWO YEARS and ASP is just now getting the Permit completed, and we're supposed to believe me resting for a week after surgery somehow delayed them? *** hadn't even initiated the Permit and was no where near in a position to begin work as evidenced by a phone call 3 months after the fact informing me that needed to change my door to an in-swing door. So exactly how is it that me resting for a few days somehow impacted their progress? Review the Permit application status to see just how long it takes ASP to respond. Had ASP reviewed all the *** information within the packet I provided to them, they would have saved themselves, and me, a lot of wasted time. The info packet I provided to ASP clearly indicated the swing of the door required, the overall door glass size requirements, as well as tech/specs requirements. When you contact my *** you wind up learning it was ASP causing delays.

  ASP asserts there has been an open line of communication during the entire process. Nothing could be further from the truth. If their communication was so ********, why did I have to constantly request to be Cc'd on all correspondence from the moment ASP claimed delays were being caused from my ***? Why did I have to constantly reach out to ASP to find out what is going on with this job? *** states the front door arrived in Sept., then why didn't I find out until Nov. from a phone call I initiated? The communication from ASP has been abysmal overall and I've had to fight for it the entire way. 

  In their response, ASP conveniently doesn't address the front door ************* pricing. During the visit for the job estimate I was offered a fiberglass door as their initial offering and when I said I desired the smooth look and durability of an aluminum door, ASP said they can offer me an aluminum door but it is a $1000 upgrade charge. I agreed as it was the look I wanted. That turned into ASP having to search for a suitable aluminum door because they appeared to have never viewed the contents of the info packet I provided which gave all the requirements (specifically the glass size) that ASP was now trying to overcome. Ultimately I'm told there was a fiberglass door that will satisfy the requirements and it's only $600 MORE than the already paid upgrade to an aluminum door FROM a fiberglass door, but ASP won't charge me the difference because I'm such a good customer and I've been waiting. So apparently, if I had simply agreed to a fiberglass door from the start and not wanted to upgrade to an aluminum door, I would've spent $1000 less. Well, now I'm getting a fiberglass door and not an upgraded aluminum door that I paid for, so why am I not being provided with a $1000 refund or reduction on my job balance? 

  Had ASP done their due diligence and read the *** requirements information packet I provided, ASP would have been in a position to ascertain whether or not they could meet the needs of the customer and if not, immediately notified the customer to afford the customer the opportunity to cancel the job and seek alternative contractors for the job. The crux of all the delays emanate from that failure and no excuses can justify taking over two years to install one door and some windows in a 1-bedroom apartment. 
  
  Sincerely,
  
  *******************************

  Customer response

  02/07/2024

  Hello, I responded to the reply from the contractor and have seen nothing nor heard anything from the BBB since my response. Perhaps I have the wrong impression. Is filing a complaint merely to hear a reply from the contractor and that's the end of the story? I always thought the BBB was to assist a customer with resolving an issue with, among other things, a contractor. The contractor didn't even address the refund issue. I honestly thought 'someone' would be interested in a contracting job taking over TWO YEARS to even begin the job, in addition to the misleading business practices of said contractor. If the role of the BBB is simply to keep a log of complaints & responses, then I may have been mistaken as to any assistance from the BBB. Please let me know so I may adjust my expectations and share with others what the role actually is.

  Out of the blue the contractor texted me to see if they could install my door the next day. That's a ridiculous short notice, so I had to settle for the following week when I could take a day off. The installer came to install just the front door today, 2/7/24. The install did not go well. The work quality is VERY shoddy and poorly done. Multiple times I had to point out daylight showing around the door when it's fully shut. Then the guy claims he's not done yet as he has to un-do & re-do what he did to try to address the issue. There's still light showing through the door. The door doesn't fit flush against the door frame. The installer slapped a 3" cheap piece of thin weather stripping in one corner to keep daylight out. The problem isn't with the weather stripping on a brand new door, it is because the door wasn't installed correctly. He never once used a plumb to assure the door was 'square' and squarely installed. Sure enough, when I reach out to the contractor, I'm met with excuses. 
  
  I am NOT accepting this door install as the final product. I paid a lot of money and was forced to wait over TWO YEARS for correctly installed hurricane windows and door, and this is completely unacceptable.
  
  Please inform me if the purpose of the BBB is to assist on behalf of the contractor or the customer.

  Thank you

  

  Business response

  02/13/2024

  Hello *****, 

  
  To ensure that we complete your project promptly, we have scheduled the installation for next Tuesday, February 20th. Additionally, we've arranged for the owner of ASP and our Installation Manager to visit the job site after the materials are delivered and installed. This meeting will provide an opportunity for us to go over the details of your concerns and ensure that the installation meets your expectations.
  We appreciate your patience and understanding as we work to resolve these matters promptly. 
  
  Best regards,

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

   

  Customer response

  02/16/2024

   
  Complaint: 21112329
  
  I am rejecting this response because:

   

  Two responses from ASP and neither one address the bait & switch overcharging for the aluminum door I'm not receiving. Again, I was initially offered a fiberglass door but I wanted an aluminum door for its superior strength and durability and was informed that it was a $1000 up-charge, which I accepted for reasons previously mentioned. In the end I was switched back to a fiberglass door because ASP was NOT able to supply me with the door they promised me they could. So why am I not being refunded the $1000 for a product I'm not receiving? That is fraud. I'm waiting OVER TWO YEARS for ASP to even begin work. ASP should not only refund the $1000, they should compensate me for my time, stress and expenses I have incurred during the 2+ year wait. 

  Then when they finally send a guy out to install the front door, it was installed SO shoddy that it needs to be replaced. EVERY time I pointed out a problem with the door after the guy completed one stage of the install, after first responding with "what problem", he would then say "well, you need to let me finish first". When I point out obvious light showing through at the lower corner (striker side at threshold) the installer comes back about 20 minutes later with 3 inch piece of thin stick-on foam.. slaps it onto the lower jam.. and proclaims "is all fix for you" as if anyone in their right mind would accept some lame bandaid fix as that. Best example: He installs the finish caps into the threshold and after I point out that there is light showing under the full width of the door that he doesn't see, he then gives the same "you gotta let me finish first" routine. Or how about installing the door lock with the screws ON THE OUTSIDE? He didn't notice that until I pointed it out, then says "no, that's not right" and moments later says "they must have given me the wrong door handle. He had to return the next day to swap the lockset out with the correct one. You can easily see how crooked the door frame is, it's ridiculous. Or the incomplete lazy shoddy caulking job around the trim. From the inside, I have to push against the door in order to activate the deadbolt. From the outside, I have to pull the door towards me to activate the deadbolt. If I don't have the deadbolt activated, you can push the door open without using the door handle. There is NO way I'm accepting that. And yet I just received an email telling me to make sure I have final payment ready for the installers "to avoid any delays". What delays could they be referring to? *** has delayed ME for over TWO YEARS and suddenly they're concerned about delays; whatever THAT'S even supposed to mean. Of course I plan to pay my bill, I always pay my bills, but I will be doing so when the job is properly completed, the job passes inspections, and my current issues have been addressed. I also expect the Release Of Lien to be rendered as expeditiously as the demand for immediate payment. 

  ***** and I have already made plans to get the owner and project manager out to review the horribly unprofessional installation of the front door. I requested that before it was brought up by ASP.

  I'm praying the windows are not installed as haphazardly as the front door. Strangely I'm told this install will take 3-4 days. Very odd for a 1-bedroom apartment with only front & rear windows. My 3/2 home with 2 doors, 3 large sliding glass doors, and 13 windows (plus a wall repair) was completed in just under 3 days and THAT job was done exceptionally well. So we'll see.

  I want this nightmare to end.
  
  Sincerely,
  
  *******************************

  

  Business response

  03/04/2024

  This item below has been discussed and replied to directly with the client.  At the time of purchase, the aluminum door charged which was by ************* a mid-level product was not able to provide an Inswing door.  That configuration was only available on a commercial swing door.  *** was willing to upgrade the door to ******.  A much more premium product which wouldve cost ******-******* more and we were not going to charge the client.  The glazed fiberglass door was just about the same price.  A contractor must first obtain an *** approval and city permit before ordering.  The first several months of delays which the homeowner is aware of occurred due to very limited hours, almost impossible to reach by phone due to Covid hours of operation.  Our in-house permit coordinator had to eventually drive to the property 2 times and the homeowner himself had to go down and confirm the same expressed concern about the association replying and accepting our submittals.  
  
  In that time lost and the time it took for additional requests from the city for additional engineering needed (WHICH WAS ALSO NOT CHARGED AND SHOULD HAVE DUE TO THE INCONVENIENCE) this was added at no additional charge.  
  
  Ultimately it was the association that denied the homeowner of his aluminum door.  NOT ASP.  Because of how much time had passed before acquiring all necessary approvals to order price increases were occurring monthly in those times due to Covid, industry shortages, and inflation.  The fiberglass door was now ****** more then than at the time of the contract start date.  ASP is in no way obligated to cover price increases.  Nevertheless all of the above-mentioned items.  Upgraded door, engineering, and additional steps in the running and handling of the permit WERE NEVER CHARGED TO THE HOMEOWNER.  After a year of delays (association, permit, homeowner trying to have the *** approve aluminum vs fiberglass), ASP gave the client the option to cancel the entire project.  Not sure why aluminum is still a topic and why the homeowner thinks theres a credit of ******* if costs were more NOT LESS.  
  
  As for the installation of the fiberglass door.  Weve already ordered a new frame to correct the installation issue with the front door.  
  
  We have an in-person meeting with the client t tomorrow at 8 am.  Hopefully, after the conversation had this week, and the meeting tomorrow, this can all be put to rest.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The windows installation was in October of 2020 the main part took a week. The workers left the windows outside of my house all week with no protection as they're installing, so there were three damage windows and one defective. Unfortunately when you have scratches on your windows they just come sand them down which could have been avoided if they would have stored the windows properly during installation. They don't feel they need to issue any type of credit for these type problems and take no accountability. I was left with a window that did not close or lock properly and damage screens for 6 months. At this point the job is still not complete I have completely different type and amount of locks on the most of windows then I was told came with the window. I have yellow and poor caulking, a window that drips and pools water on the windowsill when it's cold out. They have not addressed this issue at all Unfortunately I use them for my house and over a year later the job is still not

  

  Business response

  12/20/2021

  Business Response /* (1000, 9, 2021/11/02) */ We have been trying to contact you for months and we have not been able to reach you. I personally got involved in your file towards the last communications in July and explained all your concerns diligently from the notes of the installation manager and service technician which we had sent out multiple times to inspect your project and they stated multiple times that the project was well installed. The condensation you mention is normal. The product is doing it's job of keeping the cold air inside and you may see sweat when it's very hot outside. We passed inspection on your project since April and still have a pending balance. You made it very clear you wanted a discount for the whole balance of $1650 or you would write bad reviews and we did not agree to that since standard business practice would be for us to be paid for the work done. In good faith, we offered a $300 discount just to attempt to close the file and you denied that. We are disappointed to see that even though we have done everything to address your concerns, you have decided to file a complaint even after your wife early on expressed how happy she was and her windows looked better than a neighbor who recently got installed with another company and even had said she would leave us a review. About the additional locks you are requesting for the windows, as previously explained that option is available on some manufactures but not on the supplier you choose to proceed with which is PGT. During the sales process, many different products are offered and they each have different specifications and locking systems. The owner, ********, would like to set up a job visit along with the installation manager who preivously visited your home to review everything. Please contact Luisa at XXXXXXXXXX to coordinate. Consumer Response /* (3000, 17, 2021/11/17) */ I'm still in the process of working with the company can you please reopen my complaint. If you cannot can you please let me know so I can start a new one. Business Response /* (4000, 24, 2021/12/08) */ We have tried for weeks to get in touch with customer to seek a resolution and the owner of the company wanted to personally pay him a visit. Unfortunately, he has been non-responsive. We stand by our first response and have tried to make this customer happy. We honestly think this complaint should be closed.

*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. ↩