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Complaint Details
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Initial Complaint
10/03/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We have contacted APCO on 3 occasions regarding our sliding patio door lock breaking. Initially, it was poorly repaired once by APCO and broke again shortly after. Since then, we have contacted APCO 2x regarding the re-break due to improper repair and on one occasion, received no call back. On the second, I was able to reach someone directly who said service mgmt would contact us and we have not been contacted. We also still have 2 items outstanding on the warranty from the original contact resulting in the improperly fixed door which include bowing front windows and finish peeling from a different door handle. The sliding patio door is an urgent concern as there have now been 2 occasions when the handle is so broken it has fallen resulting in locking me on one occasion and our sitter in the other outside with the infant inside napping. I actually had to break through our door from the garage into the home to get in when it happened to me resulting in door, drywall and trim damage.
Business response
10/06/2021
We greatly apologize for the unreturned phone calls, the delay with the front door handle, and that your doors need to be serviced in the first place. Our records show we replaced the sliding glass door handle on March 23, 2021, and we ordered a new front door handle set on April 7, 2021. Yesterday, 10/5/21, we went out to the home and adjusted the sliding glass door; a new handle will not be needed. We received the new front door handle set; we thought it was a supply chain issue when it actually came in under the wrong PO number from the manufacturer and, therefore, did not know it arrived. It was reported based on yesterday's service call the two sashes will need to be replaced. Our service manager will be contacting the customer to get the front door handle and new sashes installed. Again, we apologize that this has happened.Customer response
10/07/2021
I accept the business's response to resolve this complaint.
Regards,
****** *****Initial Complaint
09/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
2 window sashes need replacedBusiness response
09/14/2021
Per the window plant, our service manager informed the homeowner to close the windows and lock them, allowing the bulb seal to form to the sill. Although this provides an excellent seal, if the windows are still too difficult for the homeowner to close and lock, the plant has asked for specific pictures to be taken to get replacement sashes approved for manufacturing. We will contact the homeowner to make arrangements for these pictures to be taken. We are very sorry for the inconvenience.Customer response
09/23/2021
Thank you for talking to them. Maybe it was the months that I had opened and tried to lock. Same with Jerry since he
could not lock either when he was here.
Brandy, the first time did have difficulty but this second time didn't tell me or show me they are ok now. I appreciate
you letting me know. I just opened the 1 window and was able to close/lock it.
I hope in the future if I do have problems with them someone will be willing to check the problem without having to get
anyone else involved.
Can you tell me the months I will be able to open/close/lock those 2 windows. The others work with no problem.
Thank you BillBusiness response
09/24/2021
You should be able to open/close/lock your windows as needed in the spring, summer, and fall when you want to let some fresh air into your home, and the outdoor temperature is conducive.
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Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.