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:03/22/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Feb 2023, I provided a deposit of $2,998 to AWD to replace 3 doors in my home. It took almost 4-5 months to get into contact with them again about the project, which they seemed confused about, but said they can rush order the doors. Then another 2-3 months later without any communication, they said they had to come out to re-measure the doors. They re-measured the doors another 2-3 times and were barely in communication each time. In August 2023, they admitted they cannot execute the project, but refunding the deposit would take some time. They continued to avoid my calls and emails until now, but I think they have gone out of business.

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After many emails and phone conversations on purchasing windows. I scheduled an in person meeting for the measuring of the windows for both sides of my duplex. Per ***** who sent me the invoice, I was required to pay 50% down to order the windows and they should be in about 5 weeks and will schedule to install. On November 27th I met two guys at the Duplex to measure both sides and brought a check for the $6,618.25. They measured and left. I received a paid receipt. From there I waited five weeks. Since that time I have left over a dozen voicemails and emailed. ***** email returns and says that invalid indefinitely. The owner is not calling me and I have not only NOT received the windows, but they have cashed my check. I wants a full refund. This is NOT how you do business. When you call the phone numbers now, it just says someones on the phone. There is no longer a business voicemail system. They have run off with my money.
  Now been over seven weeks and no one is responding to me and my tenants were expecting new windows by now. American Windows and Doors has stolen from me and taken advantage of me. This is a breach of contract. Thank you for your assistance. I greatly appreciate it.

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Following on site meetings/ planning and signing a contract in February, I placed a deposit in the amount of $14,782.42 which was 50% of the total cost project. The completion date was reported to be May, 2023. Following multiple delays in the initial steps of ordering the windows and doors, I requested a refund of our deposit in I believe July. The contract specifies that if the product had not yet been ordered, the refund would be issued via check. Unfortunately, the owner *** **** states he cannot refund the money. It seems to have been allocated elsewhere. This is clearly misuse of a customer deposit. This explains why our product was never ordered. I have sent numerous emails and offered various solutions including allowing him to refund 50% upfront and then the remaining 50% over three months. He is not willing to comply. I cannot hire another company to do the project until I have my deposit back. He is treating my deposit like a 0% loan at. best and is outright stealing it at worst. He has not been responding to requests for status updates.
  
  *** **** has admitted breach of contract on his end in writing via email. However, he still refuses to refund the deposit. His administrative staff is aware of the issue at hand and is also choosing to not respond.
  
  I feel helpless in this situation. I appreciate any assistance that you can provide. As stated above, he has admitted. breach of contract, but is not honoring his own refund policy. I am including the contract as well as a letter that I sent via email and certified mail back in August to provide full context of the situation.
  
  Thank you for your assistance. I greatly appreciate it.

• Initial Complaint

  Date:09/13/2023

  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.

  Date of transaction: 9/7/2022
  Amount of Deposit: **** Contract signed: 9/7/2022
  After more than a year, the project supposed to start during last thanks giving season has been dragged on without starting date. The time lost is too much and I do not see any sign of starting the deck project. I have been given different excuses, but no progress.

  Business Response

  Date: 09/25/2023

  
  I hope this letter finds you well. I am writing to provide comprehensive information regarding the consumer complaint filed by *** ******* ***** against American Window And Door, in response to your correspondence dated September 18, 2023.
  
  
  *** ******* complaint pertains to the delay in the commencement of a deck construction project, and we are committed to addressing and resolving his concerns satisfactorily.
  
  
  Throughout the permitting and planning process, we have maintained consistent communication with *** ***** to keep him informed about the status of his project with the city. We have utilized multiple channels, including phone calls, text messages, and emails, to provide regular updates. These communications were aimed at ensuring transparency and keeping Mr. Zhang apprised of the progress we were making in obtaining the necessary permits.
  
  
  I am pleased to inform you that we have recently obtained a residential building permit, allowing us to proceed with the installation of *** ******* deck. The permit details are as follows:
  - Plan Number: ***************
  
  -Type:Construct Addition to Single Family Residence
  - Status: Issued
  - Project Name:Uncovered Deck
  - Applied Date: 04/28/2023
  - Issue Date: 08/04/2023
  - District:** Jackson
  - Assigned To: ********* *****
  - Description: Construct new deck to an existing single-family residence per plans reviewed for code compliance
  
  
  This permit signifies a significant step toward resolving *** ******* concerns and proceeding with the project in compliance with all relevant regulations.
  
  
  I would like to provide further context regarding the extensive nature of the permitting process. Due to the complexity of the project, we needed to allow our engineer sufficient time to work out the intricate details of the deck that would meet the city's approval. This process involved several iterations and back-and-forth exchanges with the engineer and city authorities. The time invested in this endeavor was crucial in ensuring that the final plans met all regulatory requirements.
  
  
  In addition to the permit details and our communications with *** ****** on August 7, 2023, our Customer Service Representative, communicated with *** ***** regarding the scheduling of the installation. We informed *** ***** about the successful acquisition of the permit and requested his availability indicating our commitment to his project and its commencement. On this date, *** ***** expressed his willingness to proceed with the deck installation on any convenient day. 
  
  
  
  At this time, we intend to complete the work as soon as possible. Our team is dedicated to delivering exceptional results, and ensuring a smooth and efficient installation process is of the utmost importance to us.
  
  
  I would like to clarify that our installers are currently working closely with our engineering team to finalize the execution plan for the extensive deck build project before we are able to commit to an installation date. Our goal is to ensure that the installation aligns perfectly with the engineer's plans and meets all city inspection requirements. This collaborative effort is essential to delivering a high-quality result that complies with all regulations.
  
  
  
  We remain committed to addressing *** ******* concerns promptly and to his satisfaction. If you have any further questions, require additional information, or need assistance with this matter, please do not hesitate to contact us. We appreciate your attention to this case and your dedication to consumer protection.
  
  
  Sincerely,
  
  
  American Window And Door
  **** **** **
  North Kansas City, MO 64116
  Phone: ***** ********
  
  

• Initial Complaint

  Date:03/25/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -July 7, 2021: We received a contract that included 27 storm windows with "Single Glazed Low-E." The price of each window is not included on the estimate.
  -July 15, 2021: We signed the contract, which "Agreement represents the entire agreement (including ESTIMATE or INVOICE documents) between Contractor and the Customer and supersedes any prior written or oral representations."
  -February 2022: The windows were installed. Immediately, we noticed several issues with our order. We came to an agreement with AWD regarding these issues.
  -June 2022: We noticed that our storm windows did not have the properties of Low-E windows, particularly the thermal performance we expected.
  -June 8, 2022: We contacted the manufacturer of the storm windows to determine whether the storm windows that were installed were Low-E. They confirmed that the storm windows installed were not Low-E.
  -June - August 2022: We spoke on several occasions with ** ****** at AWD to identify a solution.
  -August 2022: After repeatedly calling the AWD office and being told that *** ****** would return our calls, we learned that he had not been with the company for several weeks. In mid-August, we spoke to AWD's CEO about the breach of contract on several occasions. During two conversations, the CEO informed us that he could do nothing to fix AWD's error and that we should "look into our legal options."
  
  The terms of our contract require AWD to provide Low-E glass storm windows. Specifically, the contract states that "[t]he contractor will furnish all the labor, materials, and equipment AS OUTLINED in this document, ESTIMATE or INVOICE documents." As explained above, our contract clearly provides for 27 "Single Glazed Low-E" storm windows.