ComplaintsforFAS Windows & Doors

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I received a collection of debt certified letter from *********************, PL (**************************************************************** suite 213 *******, **. *****) dated 20 September 2023 stating I owed FAS Windows & Doors a final balance of $1190.00 & that I had not responded to their attempts to contact me by text message. I responded by email advising I had handed a check to their representative for that amount on 12 May 2023 & had not received any text messages from the company regarding their attempts to contact. I may be old, but I don't believe a land line can receive a text message & the only phone number I use for business purposes is my land line.On 01 October 2023 I received an email from ******************************* representative of ******* ********* stating the check had been "found" but scolded me for not responding tho text messages. On 16 October 2023 I sent an email to ******** requesting a statement of zero balance or any other FFS on FAS & ******* ********* letterheads. As of today's date 05 January **** I have not received these statements. Please assist me to get these statements, I have absolutely zero confidence in their declaration of check "found" & resolved.

  Business response

  01/10/2024

  We tried to reach the homeowner by text, email, and telephone between the months of May and September. Unfortunately, we showed an outstanding balance in error and without being able to make contact, we sent this to collections. Once ***************** made contact with the customer, the issue was resolved the same day. We did send an invoice to the email on file, but the email no longer works. We attempted to send a paid in full invoice again today and the email came back undeliverable still. Please see attached. Our accounting team has left a message for the homeowner today, to request a working email address.  We are also mailing a copy to the ****************. We value our customer's and did make attempts for four months prior to moving to collects. We are sincerely sorry for this error and upsetting the ****************. This was no fault of hers and her payment was made to FAS on time. We appreciate her patience and kindness in light of this error. 

  Business response

  01/23/2024

  We tried to reach the homeowner by text, email, and telephone between the months of May and September. Unfortunately, we showed an outstanding balance in error and without being able to make contact, we sent this to collections. Once ***************** made contact with the customer, the issue was resolved the same day. We did send an invoice to the email on file, but the email no longer works. We attempted to send a paid in full invoice again today and the email came back undeliverable still. Please see attached. Our accounting team has left a message for the homeowner today, to request a working email address.  We are also mailing a copy to the ****************. We value our customer's and did make attempts for four months prior to moving to collects. We are sincerely sorry for this error and upsetting the ****************. This was no fault of hers and her payment was made to FAS on time. We appreciate her patience and kindness in light of this error. 

  Business response

  01/23/2024

  Final invoice was sent to customer via updated email address as well as **** on 01/11/2024.

  Customer response

  01/24/2024

   
  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

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract with FAS Windows & Doors in March 2023 to replace my 21 windows and patio sliding glass door for $24,000. On the first day of installation, on 6-19-23, they caused $2,700 of damage to my roof. They assured me that they would make the repairs however have been giving me the run-around for three months - a full accounting is included in the attached email correspondence and the roofer's quote is also attached. FAS refuses to authorize the repairs and says that I must work with their subcontractor's insurance company and that an insurance adjuster will contact me...they have not contacted me in the past three months. Further, I don't believe that I should be placed in a position of having to deal with FAS' subcontractor - my contract is with FAS and they need to repair the damage they caused to my roof.

  Business response

  09/27/2023

  This customer's job is complete. The customer had concerns that the subcontractor spilled something on her roof, she was requesting a payout from FAS for the roof quote. FAS has worked with this customer to take her through the proper channels, and she is working with the insurance company regarding her claim. FAS will continue to support our client by helping with communication between her and the insurance agency. 

   

  Customer response

  10/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: FAS is mis-stating what occurred: both at time of damages and regarding how they have handled resolution.

  1) It wasn't just my "concerns" as they say. SThe installer self-reported the damage by calling FAS and speaking with me, in addition to sending the photos and video of the damage he caused.
  

  2) FAS failed to honor the contract, item # 13, which states, "FASWD assumes no responsibility for work performed by a non-FASWD contractor or homeowner." It was a FAS installer who did the work and FAS was responsible for working directly with me. Instead, FAS told me that their responsibility was complete and that I was on my own in trying to negotiate a settlement with their installer.

  3) FAS told me for 3 months, beginning in June, to expect a call from the installer's insurance adjuster. I finally heard from the insurance company on 9/20. The insurance representative said the insurance claim was not filed until 8/1. Further, the only information he had was my name - no phone number or address or way of contacting me. He said that FAS, as the contractor, should have been coordinating this process and providing all of the necessary information. The representative said that I will receive compensation to pay for the repairs and that is in process.

   

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

  Business response

  10/10/2023

  This has passed final inspection. FAS has completed all work at this customer's home. The claim she has is related to the subcontractor that installed the product in her home. FAS continues to support the customer. However, there is no more for FAS to do. 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We started working with FAS windows May 21st of 2021. We had a sales representative come out at around 2:00 p.m. to show us the windows that they had to offer. Let me tell you something the samples that the salesman showed us were nothing like the garbage that FAS installed in my home! We started the process around then they ordered windows and we finally had an installation date set for March 7th of 2022. That's when our nightmare started! I swear to God they hired the subcontractors or pick them up out of the **** ***** parking lot!! First of all it was two men that came to my home one spoke absolutely no English and had to be about 85 years old! The other one was younger. The tell was that they came to a two-story window install with absolutely no ladders to reach the second story windows. It's a good thing that my husband is a painter and has ladders that they could borrow! Hindsight's 20/20 we should have thrown them off the job at that point but we didn't. The very first thing that they did was be shown through the home we paid particular attention to show them the master bedroom which my husband the night before prepped out for them carefully covering all of our brand new hardwood flooring! They were told be careful!! As this was very new very expensive flooring. The next thing that happened was they hadn't been working for more than 15 minutes and they shattered a window in my front entry foyer by my fish tank leaving shards of glass everywhere! Thank God it was an old window that they were removing again should have thrown them off the job. They worked that day and that evening my husband came up to our room and found not only the floor scratched and gouged terribly but the install the shittiest thing we'd ever seen holes that you could put your whole hand in just terrible terrible insulation! We called Bob and he assured us that everything would be fine what a joke! Things went steadily downhill from there including the fact that the installer got arrogant and lied about the fact that they destroyed the floor we have pictures to prove otherwise! They work that day and the following day and again the installation was horrible! On the 3rd and last day they rushed through and then demanded that my husband and I signed a satisfactory completion letter when we refused they held our welcome package hostage and all the parts to finish the windows as well the little pieces that you put in to finish the windows....the decorative pieces etc. We again called FAS and was assured that everything would be fine and that the finish crew would come out and bring out all those pieces and parts and are welcome package well let me tell you what it is now July 9th 2023 still no welcome package still job not done! But I got ahead of myself we talked with FAS about the damages and they told us that we needed to find somebody to repair it! My wife and I called many many flooring companies and were flat out told that they weren't interested and the one company that we could find FAS Windows laughed at the price to repair the damages that their subcontractors caused! We have been back and forth with FAS regarding this! I must also let you know that our home failed inspection from the city of Sanford Florida twice because of Windows being installed poorly and also because the tempered glass windows that were required were not installed! Mind you this is twice that they didn't install the windows that needed to be installed! we again went rounds with FAS about that! We also went rounds with FAS about the quality of the windows and simonton we took so much time off work and lost so much money that it's just ridiculous! When the windows finally passed inspection we again went rounds with FAS about fixing our floors and getting somebody out to do the repairs we were told that they would give us a deduction off of our amount owed well I'm sorry a deduction will not pay for the cost to repair or replace my floors which unfortunately now would have to be a complete replace in as much as the flooring is no longer available! They then offered me $2,500 cash again a joke they want to come out and put up the fixed the remaining pieces and parts and my husband and I offered them to come out anytime after 5:00 or on weekends as we were not taking any more time off of our jobs!! That's not good enough for them we have to jump through hoops for them and bend over backwards for them but they can't do anything to fix damages or finish the job! It's now come to the point where they're sending threatening text messages harassing phone calls and letters from attorneys! I want my floor fixed I want my windows finished and I want an apology for the nonsense that's gone on! In my opinion folks stay away from FAS windows at all cost

  Business response

  07/26/2023

  Fas has been working with the customer along the way. Most of the complaint items were manufacturer defects and FAS worked hand and hand with the manufacturer to get those items completed. All of the customer's concerns were addressed. 

  All FAS Installers are strictly checked, all of them are background checked and must be licensed and insured; All meet a minimum requirement of installation experience; the installers also have to provide references as well as show a photo portfolio of their work. We are passionate about having a top notch install group. 

  The customer states that her husband placed drop cloths on the floors, this is something that FAS usually handles on their own, but the customer had this done prior to our install. They stated we scratched the covered floors, we made a very fair offer, though the floors were covered, and FAS is not sure this was anything that happened while on site. 

  The only thing left to do on this jobsite is to install screw hole covers that could not be installed until the inspector checked the fasteners and passed the final inspection. We have been trying to schedule with the homeowner even offering a Saturday. We do not send our crews out in the evening time past 6pm. Once the customer is ready to schedule a time, they can reach out to our office so that we may install the screw hole covers. The installation is complete for this customer. 

   

   

  Business response

  08/04/2023

  The customer is scheduled for 8/19/23 to install the screw hole covers and balance track covers. The customer was provided with the liability insurance for the subcontractor that performed the work which covers her home. There weren't any injuries on this job for us to supply any further documentation.  There will be no further documentation exchanged for this subcontractor. The person coming out on 8/19/2023 is an FAS employee not a subcontractor. 

  Customer response

  08/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Yes they are coming out on the 19th to complete that portion of the job. And I feel the only reason that FAS is refusing to furnish documentation is because they've been caught in so many lies including Miss H******** stating that I was offered a time on June 24th for them to come out and complete the job, however I have a email/text message from Jade from FAS offering me the 14th of June which was not a Saturday which was a Monday. I feel like that they're not willing to furnish documentation because they can't furnished documentation on the subcontractors I feel like that they were not licensed nor insured I feel like that paperwork is not from the gentleman that came out this is my opinion and I am digging further into it in as much as the gentleman quoted to me that they were from either Kissimmee or Clermont and yet the liability paperwork that was furnished is from a company out of sunrise Florida. FAS also sent through documentation stating that they required no more communication between myself and them that it was all to go through their attorney so I'm guessing this communication is supposed to cease as well? and like I said to the attorney they can come out and they can finish  their windows but they will not receive a penny a red cent from Mr Stum or myself until the damages that they're supposed subcontractors professionals at that caused to my home! 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  02/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We contracted with FAS windows and doors to replace all of our homes windows and doors. The product came in and the install was completed, however, when we signed our deal with FAS we were lead to believe our financing terms were 0% interest for 18 months with no penalties for loan pre-payment. My wife reached out to our salesman Steve after realizing we were paying interest on our loan and explained that this was incorrect. Steve stated that the loan was signed by us and that we were the ones who chose it in a very condescending tone. My wife informed Steve again we would have only agreed to a loan with the initial terms and did not realize that the one he put through for us required interest payments early on. Steve informed my wife that he would check to see if he could get our loan changed for us with his finance team and would reach back out to confirm. My wife, nor myself ever received a call back from Steve, but did receive a call from someone at FAS stating they were putting through the loan change documents, and we would be seeing the new loan documents in our email box. We were never informed of a loan change fee and have now just received an invoice for $1,100 for changing from one loan to another from FASWD. This was never agreed upon by my wife or myself and needs to get resolved immediately.

  Business response

  02/21/2023

  Based on discussion with Mr. ******** we have agreed to remove the charge for the finance fee since there was some confusion with the financing terms and conditions at the time of changing the plan. We sincerely apologize for the confusion and are doing everything we can to satisfy our customer.

  Customer response

  02/21/2023

  
  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

  06/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered new windows and a patio door with screen. After delay after delay they were installed but the screen for the patio door was the wrong size so they had to order a new screen. After over a month later the screen came in and when they tried to install it they found out that the patio door was installed incorrectly. Now I don't know how long I will have to wait for that to be fixed. Is there anything the BBB can do to expedite the process? I would also like a partial refund for all of the stress this company has put me through!

  Business response

  08/12/2022

  Business Response /* (1000, 8, 2022/07/15) */ Good morning! We scheduled a final service with Mr.***** on 7/26 to swap the stack of the door panels so the screen will work correctly. FASWD provided Mr.***** a $200 discount in mid-June for inconveniencing him and project delays, Mr.***** accepted the discount. We look forward to completing next week's service to Mr.*****'s satisfaction and apologize for the delays it took to complete the project. Consumer Response /* (3000, 10, 2022/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told that the "$200" was to be paid when the correct screen was installed. I was NEVER told this was a refund. The point is that time after time and month after month the completion of this project has been delayed. Now we're told that the patio door was installed incorrectly so now we have to be put out again by workers coming here and putting it in correctly! I would never and I mean never recommend FAS to anyone and if I could do it all over again I would go with a different company! I would definitely expect a refund of more then $200 after what this company has put us through! Business Response /* (4000, 14, 2022/07/26) */ Good afternoon, We were waiting to respond to Mr.***** until we completed our service visit today. Unfortunately, today's visit didn't go as planned. Today's goal was to flip the door panels to make the screens fit and that wasn't possible because while onsite, we figured out the manufacturer built the door incorrectly. We suspected this to be the cause of the issues, but finally confirmed it today while using a video conference with the manufacturer. We believe Mr.***** was privy to the conversation we had with the manufacturer. Because the manufacturer was on the phone during the service visit, the parts needed to remedy the issue were ordered while we were on the call. We also apologize about the confusion with the $200 and whether it was a refund or a customer service adjustment. Because FAS prioritizes customer service and we need to make another visit to get the door corrected, we will present Mr.***** with $400 in gift cards at our next visit. Our goal is to ensure Mr.***** is satisfied with the door and screen along with our thoroughness to make sure he was happy with the end result of the project. Sincerely, The FAS Team Consumer Response /* (4200, 16, 2022/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will close this case once the proper patio door was installed and not until then.

• Initial Complaint

  03/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Orders 7 windows October 2020. Installation didn't begin until April 2021. One window was broken during the install and till this date 3/10/22 I haven't received a replacement. 1st replacement broke in the warehouse, 2nd replacement was the wrong shape, and 3rd replacement was also broken at the warehouse. The installation was a nightmare. Their contractor or employee would tell me he was coming, I took off work. He didn't call or show up. I purchased a new front door from another company and needless to say, FASWD chipped my new door. My 1 set of 16 windows were completed without a hitch. The 2nd set was/is a complete ongoing nightmare. I could go on and on with what went wrong but it not worth my time. Would like to be done with FASWD and hire another company to complete the job.

  Business response

  04/19/2022

  Business Response /* (1000, 5, 2022/03/21) */ Good afternoon, We are working to complete the ******'s project and hope to do so in early April after the glass arrives. Our Director of Installation spoke with Mr. ****** last week and Mr. ****** said all that's left to complete is the glass pack and final inspection. We are confident the balance of the project will go smoothly.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed a contract for 10 windows & 4 doors on 7/26/21. The windows were installed in October; however the Hernando County Inspector did not approve the installation in Feb, 2022 because the bathroom window was installed with no tempered glass. The salesman, Jacob was a rookie/in training at the time I signed the contract. His father is also a partner or bigwig at the Company & I was told that his father was trying to train him, but is now suffering from cancer. In September, 2021 I spoke with Lara who handles the details after the sale. I told her there is no sliding glass door in my house. She insisted that the order called for it & refused to change it & Jacob refused to submit the change order to me & the revision to Hernando County for 5 and 1/2months. So when a patio door was installed in early Feb, 2022, FAS wanted me to accept the the sliding glass door which was mistakenly ordered by Jacob. I refused. Now, it has been 7 months since I signed the FAS contract & I have been misled, lied to & ignored about the delivery of 2 Provia doors. One is the front door. I have a contractor waiting to install siding but the front door & now a new tempered bathroom window must be installed 1st. I am a senior citizen & this has caused me great stress because FAS has told me now 4 times that the front door would be in the warehouse & installed... Dec., Jan., Feb., & now March!! Also, until the front door is installed the new gutters can't be installed. We are almost in the rainy season & I am very worried FAS will default on this contract & my house will suffer major water damage without the new siding & gutters installed. I've heard all the reasons for delay...Covid, now it's no truckers are available to transport, etc. This Company has breached my contract & I want a mediation meeting with management to resolve these mistakes, poor installation practices & failure to deliver their product in a reasonable time. There is also damage to the wood surrounding the new windows

  Business response

  04/18/2022

  Business Response /* (1000, 10, 2022/03/09) */ FAS Windows & Doors contracted with Ms.******* in July of 2021 for (2) Provia swing doors, (10) Simonton windows, (1) Neuma sliding glass door, and (1) Neuma swing door. Covid-19 has caused many supply chain issues in the window and door industry which has triggered extensive delays and inconsistent ETA information from our manufacturers. FAS wanted to work with Ms.******* and install the products as they arrived; this is why the windows were installed in November 2021. There was a dispute on the contract with Ms.******* on whether she purchased 4 swing doors or 3 swing doors and a sliding glass door. The contract clearly states Ms.******* purchased 3 swing doors and a sliding glass door, but because customer service is our main priority, FAS decided to order a swing door in place of the sliding glass door to satisfy Ms.*******. We kept our word on installing products as they arrived. We installed the Neuma swing door in early February and the 2 Provia Doors in early March. Currently we are waiting for the 4th swing door to arrive to get that installed so we can complete the project and call for final inspection. Consumer Response /* (3000, 12, 2022/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) What FAS characterizes as a "dispute" about the contract ordering a sliding glass door (specified on the contract) & my wanting a new french door to replace the old french door could have been easily remedied by the Sakes Reo, Jacob H******** submitting what is called a "change order" in Seotenber, 2021. I brought up this issue multiple times. Probably 10 times in text messages & phone calls to the installation coordinator, Lara B**** & the Sales Reo, Jacob H********. Change orders are very standard in the construction industry. FAS' attempt to blame me the customer field their failure to write up & have me sign such a document is disingenuous. Now, they are using this paperwork oversight on their part to penalize ne & defame my honest assessment of what really happened. This Company is just protecting its employees' failures as my problem. This is just one example if "passing the blame onto the customer. Robert B******, Director of Installations, told me in February, 2021that "he would discount the final balance due". Now, as of March, 2022 he us refusing to stand behind that verbal agreement. Because of the delays for all the reasons we both acknowledge the front bay windows require replacement of the wood framing the windows because the unprotected wood for 7 months is rain soaked & my siding contractor will not install Hardie Board cement siding over this soaked wood.FAS refuses to address this issue. Instead, they argue with me over & over. I am entirely dismayed & disgusted about the extent to which FAS will go to defend their mistakes. Guy Business Response /* (4000, 16, 2022/03/21) */ We installed Ms.*******'s door on the 17th and the installation went well. After installing the door our installer offered to replace the cedar trim around the windows but Mrs.******* said it wasn't necessary and she would have her other contractor do the work. The cedar trim is not rotting or in bad condition, but we will replace it out of good faith to make Ms.******* a satisfied customer. We can replace the cedar when we visit the house to install the tempered glass to prepare for final inspection.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is my 2nd time doing business with FAS. The first time was bad, but this time was worse. I will sum up the issues with getting 2 exterior doors and 2 windows replaced: I worked with a salesperson, DJ, who assured me that this time everything would be great. After selecting doors and windows for the job, DJ sent over a drawing of the items he was going to order. The door in the drawing was incorrect and had the door swinging out the wrong way. I contacted DJ to try and get this issue resolved. It took multiple calls, texts, and emails before DJ could be bothered to respond. I confirmed with DJ, several times, that FAS would be handling the permit paperwork with the city. Several months later, FAS called me to see if I started the permitting paperwork that DJ assured me FAS would file. I then proceeded to work with the city to get the necessary paperwork for FAS to start the job. After scheduling the installation and confirming the date and time with Amanda in the front office, the crew never showed up. I had to call, email, social media message etc multiple times before someone finally called me back. I sat around waiting for the crew, and thus had to take vacation time from work only for no one to show up or contact me.The first time I tried to contact Amanda, I was told she was busy in the warehouse. When Amanda never called me back hours later, I tried a second time and was told that she was busy eating lunch. When I called a third time and finally reached Amanda, she was confused as to why the crew was not at my home. She proceeded to contact the crew to find out that they went to the wrong address, started the job, and were not able to make it to my home that day. She then asked to reschedule. We rescheduled after the above incident, only to have the crew not show up yet again. This happened 4 separate times, where we scheduled and no one showed up. There are additional facts surrounding this, but I have run out of characters.

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2022/01/17) */ Mrs. ********** We apologize your project didn't go as you or FAS expected. Replacement construction can be challenging as you get thrown hurdles you cannot see until you remove the existing product(s), many times these obstacles are difficult to overcome quickly. As you remember, your entry door opening was very skewed and needed a complete rebuild to make sure the new door would be set plumb, level, and square, so it would operate correctly. There was no door frame for the original door, it was mounted to brick and the plaster crumbled when we tried to remove the existing unit. When the old door was removed there was some drywall (plaster) damage due to the wall being plastered to the brick opening when the original door was installed, but we fixed it to your satisfaction. The door frame was so different than what we expected it required a new door to get it installed properly. To respond to your concern on the handle issue, the set screw was stripped from the manufacturer, so we did super glue it on at the time of install, as a temporary measure while we sourced a replacement handle set. We are happy both doors are installed correctly and are ready for the City of Orlando to inspect them. Regarding your feelings toward our staff, we take customer service very seriously and have addressed the matter internally. Please keep in mind that we will continue working with you throughout the inspection process. As far as a resolution we provided a billing adjustment. We look forward to passing inspection and completing this project to your utmost satisfaction! Consumer Response /* (3000, 7, 2022/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) FAS provided an adjustment of $900 which covers the stucco repairs that I had to pay out of pocket. $900 does not cover the lost wages I incurred due to FAS scheduling issues that I noted in the original complaint. I had to miss work on multiple occasions when the installation crew failed to show up, and no one from FAS contacted me. Consumer Response /* (2000, 11, 2022/01/31) */ I would like to close the case as it was resolved. I do not see a way to update the status. Thanks Christine

• Initial Complaint

  01/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 1, 2021 I wrote a deposit check to FAS for $3,212.50 towards the purchase and installation of two sets of sliders door for our home. The salesman wrote on my paperwork, plus assured me that this would be a 8-9 week process in total. I have repeatedly contacted the business and have spoken to a number of employees to help get this project expedited. They did show up on 8/8/21 with doors, but they had been manufactured incorrectly because of their negligence. Now, I can't get a honest answer from them concerning this purchase. I feel the only recourse I have is to ask the BBB to step in and help resolve this problem.

  Business response

  01/31/2022

  Business Response /* (1000, 5, 2022/01/12) */ Good afternoon, Unfortunately there were initial supply chain delays with the products lead times and delivery, then we experienced some internal mishaps that delayed the project completion of Mrs. ********* installation. We apologize profusely for the delays and frustrations, specifically that we didn't communicate proactively with the customer. Our Director of Operations has been in contact with Mrs. ******* and scheduled the balance of the installation for 1-13. Our goal is to impress the ********* with the balance of the installation and completion of the project.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We contracted with FAS on 6/2/21 and gave down payment of half of what the replacement window project cost. On 6/7/21 Mick came over for the hard measure. We were told at the time that it would be 6-8 weeks out before the windows would come in from the manufacturer - so end of August to the first week in September, no problem. On July 20, 2021 DJ contacted me via text message saying that the order was on hold due to one window not being available. He fixed it, sent over the new contract change, then told us it would be another 12 weeks. So now end of October. I called on 10/13/21 and 10/18/21 and left messages, no return calls. I finally went on the website and did the live chat. Amanda called me back and stated that the windows had been in for a bit and that the person was on vacation who was supposed to call and set up the install appointment. Our install is scheduled for November 11 & 12, 2021. I've left six messages on three different phone numbers without a return response to confirm the install. ** Ironic turn of events - The Director of FAS Operations called me while I have this complaint open. She has confirmed our install for next week and apologized for the lack of communication. I will update this as events unfold.

  Business response

  11/22/2021

  Business Response /* (1000, 5, 2021/11/05) */ Ms. ********, We sincerely apologize about the delays and lack of communication you experienced thus far. The supply chain has challenged us in many ways and we are doing our best to keep everyone informed and get them scheduled as quickly as possible based on the levels of staff we have have. We are excited about your installation next week and look forward to impressing you from here to completion. FAS Windows & Doors

*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. ↩