Complaints

This profile includes complaints for Associated Materials, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Associated Materials, LLC

  3773 State Rd Cuyahoga Falls, OH 44223-2603

• 

  Alside Supply Center of Quad Cities

  512 30th Ave Rock Island, IL 61201-4037

• 

  Alside

  3820 44th Ave SW Cedar Rapids, IA 52404-7105

• 

  Alside Supply Center

  3361 Needmore Rd Dayton, OH 45414

• 

  Alside Supply Center

  4650 W 160th St Ste 400 Cleveland, OH 44135

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:07/07/2025

  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.

  We purchased new siding for the house in 10/5/1990. We purchased the Canyonwood Adobe siding and it came with a 100% warranty to the original owner, with no prorating. Last year in May of 2024 we reached out to the warranty department to see the process for filing a claim and explained our situation. The girl in warranty said that we are eligible for 100% to original owner so we started down the process. We submitted necessary paperwork and photos of proof as well as mailed in siding samples. After a long time we received back an offer of a prorated amount, which is directly in opposition to what we were promised in the warranty we purchased. The offer does however prove that Alside is admitting fault and knows that we have a defective product. I have rejected the offer as it is wrong and doesn't reflect the warranty they promise. This is an example of a bait and switch process that is not being handled properly but instead being dealt with through games. We want to be made whole in replacement of the siding and labor reimbursement. We would be willing to discuss options of that but we need to be made whole on this as we are 100% within our rights on this matter. We desire to be made whole and not jerked around any further on this.

  Business Response

  Date: 07/11/2025

  We have received your correspondence regarding the ****** siding matter.

  Our offices received the claim and approved the claim under the terms of the 1990 Alside vinyl warranty.  While that warranty does offer lifetime protection, it is a limited warranty which specifically calls out fading as an additional protection, not covered under the non-prorated lifetime language.  The fade coverage is explicitly prorated and would have been shown as such in any 1990 warranty given to the purchaser at the time of installation,  

  We generated an offer consistent with that 1990 warranty language but the claimant protested indicating that he wanted the 2013 warranty terms honored.  The 2013 warranty was produced to cover a product produced in 2013, more technologically advanced than the 1990 product, and thus with better coverage attached to it.  It would not be possible to apply a newer warranty to an older product.  The purchase price of the original 1990 product was based, in part, on the coverage offered with it.  We have provided an offer in accordance with that coverage - fully honoring the terms of our warranty.

  We remain willing to honor the warranty and provide the claimant with the full amount of coverage to which they were entitled.

  If we can be of further assistance, please let us know.

  Customer Answer

  Date: 07/14/2025

  We responded to Alside stating that not only was the siding fading, it also was peeling/flaking and that constitutes coverage under the lifetime non prorated warranty. The fading is also happening, but it is peeling/flaking so if needed we can go under than provision. And we are trying to use the 1990 warranty information, but Alside is providing a handwritten date stating the year of the document which invalidates it. They are strong arming us into a low ball settlement outside of the warranty provision they promise though they know we have a valid lifetime warranty case. 

  Customer Answer

  Date: 07/14/2025

   I am rejecting this response because: 

  We are rejecting because not only was the siding faded, it was also peeling/flaking and as a result that is covered under the 100% non prorated warranty. The siding has not held up and we bought the product with a well documented warranty in 1990 and are just after what we were promised when we purchased the siding. We did our part sending it in and having it analyzed and now we are being low balled and taken advantage of. We are working within the provisions of the 1990 warranty documents. Alside has sent over a document and they are claiming it is from 1989-1995 but that date is written in pencil ion the bottom right corner which makes me skeptical of its legitimacy. We are seeking full replacement of the siding and labor to replace as promised in the warranty documentation. We need to be made whole on this. 

  
  

  Business Response

  Date: 07/24/2025

  We have received your newest correspondence regarding the ****** vinyl siding claim.

  As stated previously, the offer presented was appropriate under the warranty terms for a fading concern - which was approved.  As such, that offer stands.  The warranty issued at that time did not offer full coverage for fading and is very clear in its proration.

  In this latest response through the BBB, the claimant is indicating a peeling concern exists.  In looking through the pictures provided there is no visible peeling on the vinyl siding.  This vinyl siding product is extruded, so there is no paint that could peel off of it.  It is solid all the way through.  It would be extremely rare for this vinyl product to experience a peeling concern.  That being said, if the claimant provides evidence of such a concern that we deem to be related to a manufacturer's issue covered under the warranty, we would honor the warranty terms in full, as we have with the current offer for fading.

  A few pictures show what could be a peeling concern on fascia product installed in the eaves of the home - but that is not a vinyl product - it is a painted metal.  There was no indication of peeling on the form the claimant filled out, and no evidence provided of the purchase or identity of that fascia product.  As such, we did not evaluate that other material for a potential claim.  Many products used to cover those areas of the home have peeling coverage and we may be able to assist, but it is important to note that not all of those products would have coverage.  Some would not.  If we were to receive a warranty copy or proof of purchase showing that the fascia is one of our products, and pictures that clearly show the peeling issue, we may be able to offer assistance.  It is also worth noting that any approval potentially issued for that product would not change the decision reached on the vinyl siding.  

  We recognize the claimant is dissatisfied with the offers presented, but can only re-iterate that we have offered the exact coverage provided by the warranty that was purchased with this product.  

  If we can be of further assistance, please let us know.

   

  Customer Answer

  Date: 07/27/2025

   I am rejecting this response because:
  The actual warranty stated full (100%) replacement for manufacturing defects to the original owner. They have been referring to later warranty statements post 1991. Is there any way for BBB to obtain the 1990-1991 Allside premium vinyl siding warranty? I remember what it stated, but don't have a hard copy. Also, there is no pealing or flaking. What i do have is 100% loss of original color. 

  Sincerely, 

  *** ****** 

  
  

  Customer Answer

  Date: 07/27/2025

  The reason for including cracking/peeling was because the form that I filled out

  Customer Answer

  Date: 07/27/2025

  The original Associated Materials LLC form grouped together 'peeling/flaking on one of their line items. I responded to this line item because my siding is indeed quite brittle. I'd rather not emphasize this defect because it is not prevalent throughout all sides of house.  The most prevalent problem is the complete loss of color.  My siding is, for the most part, chalky white. I still have two original boxes of my siding stored in my basement that never saw sunlight,  and that siding, has lost 2/3rds of its original color. Allside Canyonwood Adobe vinyl siding consisted of 3 colors: Grey, Blue and Green. The stored siding in my basement is all Grey, with the loss of Blue and Green.

  Underneath my outside overhangs, we can still see the full spectrum of colors. Respectfully,

  *** ****** 

• Initial Complaint

  Date:06/30/2025

  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 Emailed the Window Dimensions I wanted ordered. Alside made a mistake on transferring the numbers. They sent a quote (*see attachments), which I approved, but didn't catch their error.
  They admit they made the error, but want me to purchase a new window to my size.
  
  I want a new window that correctly matches the dimensions I emailed to them.

  Business Response

  Date: 07/11/2025

  We have received your correspondence regarding the ******** matter.

  As seen in the paperwork provided by the purchaser, the conditions indicate that the approval from the purchaser is considered final.  Once that approval was received, we produced the order as listed on the quote.

  We must maintain our position on this matter, mirroring the terms listed on the quote that the purchaser approved.

  If we can be of further assistance, please let us know.

  Customer Answer

  Date: 07/15/2025

   I am rejecting this response because:
  As documented I emailed the correct measurements.  They erroneously made an error in translation. 

  I'm dissapointed that after 10 years as a customer they wouldn't own up to their mistake, and get me a new window.
  

  
  

• Initial Complaint

  Date:06/28/2025

  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.

  Our house siding was deemed defective (warping and fading) by Alside and warranty replacement approved. We received a call months ago that we would be scheduled for siding replacement in the "next few weeks". It has now been months. We've made numerous phone calls and gotten nowhere. There are chunks of our siding missing from the house because of their request to see the faulty product to approve the warranty replacement. I feel we are being pushed and ignored because it is warranty work. I'd like to have the date scheduled immediately for this product to be replaced per their agreement.

  Business Response

  Date: 07/03/2025

  We have received your correspondence regarding the Shad siding matter.

  Our files show that the local contractor was expecting to start work the week of 7/14/25.  The homeowner was contacted with this schedule on 6/30.

  If we can be of further assistance, please let us know.

• Initial Complaint

  Date:06/26/2025

  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.

  We purchased Alside windows 6/10/1996. They have a lifetime warranty. We have a window that had a gas leak and gets moisture inbetween the panes of glass. I filed claims with their warranty company 4 times. Aug.6, 2024. Oct.14,2024, Oct.28, 2024, Nov. 18, 2024. Over the years the original contractor's receipt has been misplaced, but the representatives on 3 occations told me that if I could find a tag on any of the windows was available they would be able to locate that information and was denied again. They had serviced this window in 2006 when the top pain fell and broke me then 3 year olds fingers, so they must have some record of that . I then was told since it wasn't in their system any longer, they needed to send it to archives and a person named ****** would be contacting us. They said it would take a quite a while so I waited from March until today to check on it, no call, but when I checked the website it was again denied. I realize I didn't have the necessary information, but was told repeatedly that if I provided other information that would be fine, each time it has been denied. At this point I have realized they have no intentions of standing behind their product and I have made an appointment with a glass company to have it replaced because I have small children in my home and with the draft of a window right next to the kitchen table, it's not even possible to keep plastic covering it to control the draft. I thank you in advance for any assistance you could provide and at the least want to make people aware that evidently if you own your home for more than a few years, they don't stand behind it. I do have a big complaint about the warranty service they contract with. I have tried to contact them directly but only get a "this mailbox is full and cannot accept your message at this time" message.

  Business Response

  Date: 07/03/2025

  We have received your correspondence regarding the Gutzkow window matter.

  Our offices spoke with the claimant on 6/30.  We were able to locate the original window order and have offered to send them the needed window portion.  The warranty would normally charge them a percentage (prorate) of the unit costs, but we have agreed to waive that fee.  However, the warranty does not provide labor coverage to perform the installation of the replacement.

  We have ordered the product, and the claimant will work with her local contractor to determine how to proceed with the installation.

  If we can be of further assistance, please let us know.

• Initial Complaint

  Date:06/18/2025

  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 Alside Prodigy siding from Associated Materials on 5-12-2012, and had it professionally installed by a licensed contractor. The product comes with a LIFETIME warranty. The siding has completely warped/buckled on one side of my house (the other three sides are fine). I contacted Associated Materials, and they sent me a Siding Warranty Inquiry Packet with detailed requests/instructions(Case# ********). I filled this paperwork out in its entirety, which took me many hours to complete. As requested by Associated Materials, I also took measurements and pictures of the failing siding, provided an invoice from my contractor, and provided proof of residency on the installation date. I gathered all of my paperwork, uploaded my pictures, and sent them to the email address provided *********************************************************** After spending so much time and effort, I received an unbelievably short email from Associated Materials stating that my case was denied without giving an explanation. So I had to call them *************) to find out the reason for my claim's denial. The woman on the phone stated that it was heat damage. I replied that I did not have a fire, and to that, she replied it was sun damage. I was shocked to hear that and even more shocked that their lifetime siding warranty wouldn't cover sun exposure? What kind of warranty is that? I asked if she could send me that in writing (that my siding buckled due to the effects of the sun) and she said she would, but I never received it (no surprise). Clearly, this is a company offering a lifetime warranty, that has no intention of honoring it. They try to deter you from the start with their unreasonable Siding Warranty Inquiry Packet. If one is foolish enough to spend the time completing their paperwork/requests and demands, then they will be even more unhappy with the result. They didn't even send someone to my house to take a look. Associated Materials has no intention of honoring their lifetime warranty!

  Business Response

  Date: 06/25/2025

  We have received your correspondence regarding the Devenish siding matter.

  Our evaluation of the claim was limited to pictures.  However, the pictures submitted made it very apparent that the problem was related to a thermal reflection/distortion matter.

  As such, no further evaluation or field visit was required to complete our analysis of the claim.

  Our warranty states, in part, "This Warranty does not cover any other damages or material failure including, but not limited to, normal weathering, ....., distortion or warping due to unusual heat sources (including but not limited to barbeque grills, fire, reflection from windows, doors or other objects)..."

  The pattern shown on the claimant's home is related to such a reflection issue.  There is some surface/object near by that is causing this reflection issue.  We do recommend the claimant search "vinyl siding solar reflection" on the internet.  There are many articles and examples of what is happening to his siding.  This warping/melting effect is not indicative of any siding product failure that would be covered by the warranty.

  We recognize the claimant is dissatisfied with our position on the claim, but we can assure them that the problem being experienced is not related to a performance issue with the siding.  An outside force is affecting the siding and causing the issue on the home.  As such, our position on the claim must remain as it is.

  If we can be of further assistance, please let us know.

  Customer Answer

  Date: 06/25/2025

   I am rejecting this response because: This was the original reply from Associated Materials on 5/21/25: 

  Case/Claim Number # ********
  Dear *****,
  We are writing to notify you that we have received and carefully evaluated the warranty inquiry
  packet and additional required information submitted to us concerning the siding product(s) on
  your building or residence.
  Our findings conclude that your particular concern is not the result of a manufacturing defect
  covered by the warranty.
  Based on this information we wish to inform you that we are unable to extend warranty assistance
  to you.
  Sincerely,
  Siding *************
  Phone: ************** E-mail: ***********************************************************************************

  ------------------------------------------------------------------------------------------------------------------

  As you can see by reading the above response, there is absolutely no mention of the cause of the warping.

  While I appreciate the detailed explanation of Associated Material's most recent response, I do not see an object that could

  possibly cause a super heated reflection. Furthermore, I have taken additional pictures with a commercial 

  thermometer that shows similar temperatures on the warped siding and the nearby good siding on a sunny 

  day. I can forward these pictures upon request. In the very least, I would like Associated Materials to send a technician to

  my home to show me what they're referring to(the object that is reflecting heat). Thank you.

   

   

   
  
  

  
  

  Business Response

  Date: 06/30/2025

  We have received the newest correspondence regarding the Devenish siding matter.

  Our position on the claim was forged form the information submitted and remains as it was.  If the claimant would like to send new photographs/evidence of the occurrence on his home - we encourage him to do so. The information we have thus far is quite clear as to the reason this issue us occurring.  If our position changes from any new submission, we would further discuss the matter with the claimant.

  It is important to note that our warranty only covers issues that arise from a manufacturing problem.  There is no known manufacturing issue that would cause the issue on this home, so the denial is likely to remain.  We recognize the claimant is seeking answers as to why this is happening and we have provided our position here, but we are not able to help him further assess the source of the problem (especially given that it could have been moved/changed over time).

  If we can be of further assistance, please let us know.

  Customer Answer

  Date: 07/02/2025

   I am rejecting this response because:
  It's obvious from Associated Material's response that they just want this to go away, without any effort on their part. The problem is that their siding is considered a premium siding, which costs a lot more than the average siding. And due to the fact that I paid more, I expect more. I expect their siding to withstand the elements, and in the case that it doesn't, I expect them to stand behind their product warranty. It's a travesty for them to suggest that the damage was caused by a solar reflection, and not send a representative to my house to show me exactly what the cause/reflective object is. And no, nothing has been moved/changed in my yard or my neighbors yard. That is nothing more than a cop out. If they can show me what caused the problem, I will consider the case closed. After all, I have to fix the warped siding eventually, and if what they're saying is true, I need to know the cause or I will have the same problem after I repair it. I have attached 2 pictures showing similar temperatures of the warped versus unwarped siding. If the pictures don't go through, the digital thermometer reads 138 degrees on the warped section and 133 degrees on the unwarped siding. 

• Initial Complaint

  Date:05/20/2025

  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.

  In 2004 I purchased replacement windows from ***** ********'s Siding and Windows. The windows had a lifetime replacement guarantee if broken or the seal failed. Several years ago I had 3 windows replaced with no problem. In March of 2025 I had another window with a broken seal. I contacted Mr ******** and was told that he wasn't allowed to order a replacement for me due to a policy change at the manufacturer, Associated Materials-Alside division (************). I was told that I would have to contact them myself.
  I contacted the company and was told to file a claim for a replacement.
  On March 21, 2025 I filed a claim with the required documents. When I checked on the claim a few weeks later, I saw the claim had been denied. I called the company to ask why it was denied.
  I was told that because the windows were installed over 20 years ago that they were out of warranty. I explained that I was told they had a lifetime warranty as long as I owned my house and that why I purchased them. They still denied the claim. On May 6, they emailed a copy of the warranty, which says it has a 20 year warranty.
  I contacted Mr ******** again telling him what I was told. He called the company to try to help me. He was told the company had merged with another company and now there is a limited lifetime warranty. He told them that when he sold the windows, they had a lifetime warranty, not a prorated limited lifetime warranty. They still refused to replace the window.
  I have no problem with Mr ********. He has tried his best to help in this matter.

  Business Response

  Date: 06/05/2025

  We have received your correspondence regarding the ****** window matter.

  However, there seems to be some confusion from the claimant.  The warranty which covers this product, from 2004, is a limited lifetime warranty.  The original warranty from Gentek, that was provided with these units, has not changed and can not change.  It provides coverage for many different possible manufacturing related concerns including seal failure.  However, the seal failure coverage is prorated.  

  The claim was approved for seal failure and an offer letter was sent to the homeowner (on 3/21) offering to provide the needed replacement parts at a cost as indicated by the terms of the original warranty.

  We can not speak to any prior repairs on this home as no prior claim was ever filed with our offices regarding this address.  As such, any prior repairs may have been handled locally through some other agreement with the contractor/distributor.  As the manufacturer of this product, we would only be able to offer the coverage denoted in our warranty, as we did in this situation.
  

  We stand by our warranty, and by the offer made to the claimant.  If they would like to exercise their warranty rights, they would need to return the signed form along with the prorated payment.

  If we can be of further assistance, please let us know.

   

   

• Initial Complaint

  Date:05/20/2025

  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.

  Alside installed windows on my home in 2022. Since then I have issues with windows failing and leaking water causing damage. I have gone through the warranty department and representatives have inspected the windows and the windows were scheduled to be replaced. The company has rescheduled my install twice after 2 years of going through the red tape of the warranty department and people leaving the company. I was recently informed that they were unable to get to me due to staffing issues. When I asked for a refund, I was offered a date over 2 weeks out. I now just want a refund of the windows and that cost of the repairing the damage caused by their windows leaking due to their Sub-par installation.

  Business Response

  Date: 06/03/2025

  We have received your correspondence on the ***** window matter.

  The claimant had raised concerns to our local office in Bloomington, MN.  It was agreed, after evaluation, that some assistance was due the claimant and we offered to conduct a repair at no charge,

  Unfortunately, it was difficult to arrange scheduling of the job as it would not be a quick repair and the availability of the claimant did not line up well with the availability of our crews.

  A date was agreed upon, but we were unable to keep the date as the contractor expected to do the work was unable to on that day.  We attempted to reschedule for the next possible spot in our schedule which would have been today, June 3 - but the claimant declined indicating he would pursue the repair by other means.

  Our offices remain ready to conduct the repair for the claimant and we would be willing to again reach out to him to schedule that repair if he would permit said repair.  

  If we can be of further assistance, please let us know.

  Customer Answer

  Date: 06/03/2025

  The company showed up in June 3rd for repairs and I was informed that they were only authorized to complete repairs in the 2 sliding doors and 4 window not all repairs to investigate the extent of repairs needed. Also all information from previous inspections were not communicated and the crew was not prepared for the exten of repairs needed. The promised repairs were not completed and the crew needs to return to complete. The fact the only 4 windows and 2 sliding doors were the only things authorized is absurd. It was determined by a previous inspection that all windows were not installed correctly as there is no flashing or caulking on any of the windows so that they are sealed correctly, this was confirmed by a representative from ******** that was with the crew on June 3rd.

  Business Response

  Date: 06/20/2025

  We have received your newest correspondence regarding the ***** window matter.

  Our crews agreed while at the site that a return trip was required.  We attempted a few possible date/times - but as before scheduling was difficult.

  At present, they expect to return 6/30-7/1 to complete repairs.  

  If we can be of further assistance, please let us know.

• Initial Complaint

  Date:04/25/2025

  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.

  We have aluminum siding from this company. It's about 10 years old. The paint is changing color, it's cracking, peeling off and just overall deteriorating. We contacted the company about it. They aren't doing anything about it.

  Business Response

  Date: 04/30/2025

  We have received your correspondence regarding the ****** siding matter.

  Our files show that the claimant filed a concern in 2018 which was denied as a non-manufacturing issue.  There was also a Better Business Bureau correspondence related to that (******** - filed 9/28/2018) wherein we maintained that denial and further explained the situation.

  A second claim was filed in 2019.  We sent a request to the homeowner for pictures and additional information but received no reply and closed the claim.

  A third claim was filed in 2022 stating hail damage.  We asked for a copy of the insurance adjuster's report, but the claimant replied that we should "just forget it' and never provided the requested information.

  There are no new claims in our system since that 2022 claim was closed for lack of reply.

  We would be happy to evaluate any submission from the claimant that could pertain to a manufacturing issue covered by our warranty.  However, if the same concern from 2018 has not been alleviated and is spreading further - and/or the hail damage claim was not repaired and no insurance adjuster report is available - we would maintain our position from those prior claims.

  With no new information from the claimant, we will not be able to offer further assistance at this time.  We encouarge them to file a new claim and submit the requested information so we can evaluate any possible warranted concerns.  As with the prior claims - we can be reached at **************, or on our website @ ****************************************************
  
   

   

  Customer Answer

  Date: 04/30/2025

   I am rejecting this response because:
  
  
  The sides of the house that I’m having issues with now didn’t get hail damaged for one. The north side did and it was repaired. The first claim made with gentek was for the north side in which the contractor  replaced out free of charge. Since gentek wouldn’t make it right. They were very upset with gentek as well. Saying they wouldn’t use gentek again. 

  Customer Answer

  Date: 05/01/2025

  As you can see this is one of the emails confirming that I have filed a claim about the siding last month. These are photos I sent them.  That is the form I sent them.  that they wanted me to fill out. 

  Customer Answer

  Date: 05/01/2025

  Insurance statement

  Business Response

  Date: 05/19/2025

  We have received your newest correspondence regarding the Givens siding matter.

  Our offices received communication from the claimant on Friday that they intended to accept an offer that was presented.

  It would seem this matter is on its way to completion.

  If we can be of further assistance, please let us know.

• Initial Complaint

  Date:04/04/2025

  Type:Customer Service 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.

  [[BBB transcription via transfer, see attachment for complete details]]

   

  To Help Prevent Customers from experiencing the total lack of customer support that I have experienced in attempting to conduct business with Associated Materials LLC, located in ******** *****, Ohio; I would like to take this opportunity to describe the total frustration that I have endured in dealing with this company! With the hopes that you will be aware of their serious shortcomings before considering doing business with them.
  It all starts with my Homeowners Association deciding to force all residents of our community to not only change their house siding but also be forced to use a specific type of siding called Ascend, manufactured by Associated Materials. This Ascend product been installed rarely in the Tampa Bay area and because of this lack of a track record, many contractors refuse to place a bid on this product for customers ready to change their siding. There is only ONE multi-unit installation (24 units) in the Tampa Bay area that was installed 4 years ago, called Sabal Palms Rentals in Clearwater Beach. In October of this past year this Ascend installation experienced cracking problems, forcing them to contact the manufacturer to research this problem. The manufacturer requested Sabal Palms Rentals to send samples of the siding that was having these problems to their home office for examination. After sending the samples, Associated Materials own Quality Control Department conducted tests on these product samples. Then in the beginning of December, the manufacturer sent an email that stated that the testing was completed, and the defects they discovered was approved as being covered under the warranty protection guarantee for this Ascend product.,
  At that time my community (Hidden Harbour) was ready to purchase this SAME product to begin our installation in our 72-unit development. This order would be the LARGEST ever received by this manufacturer in the Tampa Bay area. Because of this, I thought it was only proper that the manufacturer inform us about the problems recently experienced at the Sabal Palms installation in Clearwater Beach less than 5 miles from us. Based on this premise, I directly contacted a fellow named **** *****, who was Business Development Manager for Associated Materials. I asked him the question "What were the warranty covered problems that recently occurred at Sabal Palms Rentals"? He told me that he could not discuss that situation, implying that it was confidential information with the customer! Since my development (Hidden Harbour) was about ready to become their largest customer using this same product (Ascend) I was thoroughly disgusted with his answer! I then contacted our President of HOA and asked him to ask the same question to Mr. *****, thinking he would have more leverage since he was ready to place a large order. However, Mr. ***** gave him the same answer, and our President just accepted his justification for withholding this information.
   
  In my opinion, this was not a fair or the ethical way to treat a MAJOR new customer, and I wanted to know if this was truly the established policy regarding how Associated Materials handled this type of information. Was this truly the Corporate Policy of Associated Materials? Trying to secure an answer, on January 17 I sent a certified letter to ***** *********, the acting CEO of Associated Materials, asking him if this confidentially on warranty problems to new customers was the true existing Corporate Policy for Associated Materials? He received the letter on February 4th, and I hear nothing until February 20th. On that date, I was contacted on my celtphone by a Ms. **** *****, and she introduced herself as Vice-President of Customer Service and that ***** ********* had asked her to call me. Indicatingthat she was going to research my situation, so I was glad to describe to her the complete story that motivated me to ask the question about their existing Corporate Policy at Associated Materials., She then gave me her contact information, both office extension and cell phone number, so I thought finally someone was examining this problem and would cooperate in giving me an explanation!
  Two weeks passed without any response from ***** ********* or **** *****, indicating a lack of urgency. I called **** ***** and left a voicemail, but after 7 days, there was still no acknowledgement. I then sent a certified letter to both Mr. ********* and **** ***** on March 3rd, expressing my frustration at their lack of communication. This lack of transparency suggests they might be hiding defects until the completion of Hidden Harbour. Is this an ethical approach to handling Tampa Bay's largest customer?
  They both received my certified letters on March 10; today is March 27th and I still have received no response! I called **** ***** again and this time asked how could a supposedly Vice-President of Customer Service refuse to talk to a CUSTOMER and completely avoid their question!
   
  I don't believe I can stop the installation of this suspicious product (Ascend) in my community, but I do hope my story well help other customers and regulators in assessing the fairness handling customers of Associated Materials In the state of Florida!
  If you have any additional questions or want to see any documentation of my actions, in trying to get these people to response in some way please feel free to contact me directly. To me this is a story that needs to be told for FLORIDA since it is very important that we decide on strong and reliable siding products in our hurricane weather environment.
  Thank you for reading my story, love to hear your feedback,
  
  

  Business Response

  Date: 04/11/2025

  We have received your correspondence
  regarding the McMahon concerns around our  Ascend siding product and his interactions
  with our team.
  
  With respect to the
  communication with our staff, we acknowledge delays in response and recognize Mr.
  ********* dissatisfaction with the outcome.  
  
  As a matter of company policy,
  we do not share the details of other customers’ warranty claims. We recognize and
  understand Mr. ********* desire for more detail, but this is standard industry
  practice and is in place to respect privacy and contractual obligations. 
  
  Ascend, though a newer addition to
  the siding industry, is a fully code-compliant, industry acclaimed siding
  product.  It also carries thorough
  warranty coverage to help protect Mr. ********* home and the homeowner’s
  association.
  
  Mr. McMahon did not request an
  answer from us with his correspondence – only seeking to lodge his comments
  with the Better Business Bureau.  Our
  reply, in turn, is intended for that same purpose.
  
  If we can be of further assistance,
  please let us know.

• Initial Complaint

  Date:03/26/2025

  Type:Customer Service 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.

  In 2016 we hired a General Contractor Cormack Builders out of ****** to install siding and Windows on our house. We picked Gentek siding and windows which he purchased out of *******. In 2018 or 2019 ( i moved so I no longer have the emails form that time ) a few of our windows started leaking I called Genteck after a lot of back and forth emails phone calls etc they sent an guy from Premier windows to look at the problem. He looked at it and said I've seen this before its a warranty issue( the chaulking wasn't placed on the inside of the window at the factory) he called someone in ******* to approve and he said we can fix it or give us new windows but you'll have to pay for the install of the new windows. We said we need it fixed our windows were leaking causing damage. So he cut the rubber flashing on all 4 sides of the window ( where the glass meets the plastic) and replaced it with some type of chaulking. Leaks stopped. He did all the lower windows and said he will come back and do the top level. We never seen him again. I had a lot of back and forth with Genteck regarding our concerns over the windows over the last years, now one of our top level windows is leaking and after many emails they tell me there's no warranty left and we will have to pay for repairs. I am really tired of this company they sold us an inferior product and will not honor it we spent thousands of $$$. on what we thought was high end windows. This is unacceptable. To have to chaulk a vinyl windows is not acceptable. We would like our windows fixed or replaced. These windows are a problem and they know it.

  Business Response

  Date: 04/01/2025

  We have received your correspondence regarding the window concern on the ******* home.

  As indicated by the claimant, the initial concern was reported more than 1 year after the units were installed.  At that time, there was no labor coverage available.   However, the local center agreed to conduct a courtesy repair for the claimant.  The intention was to handle both floors.  Given the claimant has indicated the upper level was never completed, we will agree to dispatch Premier back to the site to evaluate and perform a similar service on the upper level as needed.  We expect that service to be scheduled within 7-10 days.

  If we can be of further assistance, please let us know.

   

  Customer Answer

  Date: 04/01/2025

  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.