Complaints

This profile includes complaints for ACRE Replacement Windows's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ACRE Replacement Windows

  109 Gibraltar Rd Horsham, PA 19044-2303

  
• 

  ACRE Replacement Windows

  205 Witmer Rd Horsham, PA 19044-2212

  

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:06/30/2023

  Type:Product 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.

  I hired ACRE Window & Doors *** ********* **** Horsham PA ***** ************. Acre came & installed entry & storm door in my back patio. I would not sign off on work, as I felt it was the incorrect storm door. My storm door has gaps in it and my deadbolt lock on door does not lock fully. I called Acre & *** came here today. He said he will have someone come back & put weatherstripping around door & it doesn't matter if my lock doesn't fully lock, as it really isn't a lock. But yet I have a key to it,and they never put a latch on side of door so the dead bolt would sit in it. I paid over $7,000 and I am asking you to please assist me. Thank you ***********************

  

  Business Response

  Date: 07/05/2023

  We regret that the customer is not satisfied with the work performed. We have done two projects for ****************. We have stayed in communication with her and provided service. We performed service on 6/30 and are scheduled to go for a follow up service on 7/12. We anticipate that we will able facilitate having the manufacturer perform service free of charge under the product warranty. We will continue to provide service until the customer is satisfied.

  Customer Answer

  Date: 07/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:04/17/2023

  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.

  In Aug 2020 we had all new windows installed with Acre Windows. Well, the job is not complete to date and was done sloppy. I can’t even begin to explain the amount of issues we had with the install. They installed one window damaged, damaged our siding and installed with parts missing. Between the amount of times I called and emailed, the runaround they gave me, the amount of different people they’ve had me transferred to.. I’m disgusted. They would have people come here to take a look at the issues and then tell me they have no record of anyone coming. After a lot of fighting and back and forth, they reinstalled the damaged one. Feb 2022 I contacted them because one of the screens keep flying out the window, I told them this is urgent as it could hurt someone. Thurs March 3rd 2022 someone came and told us the screen will take a while to come in and to “tape” it for now. Recently, we re-contacted them about this because it’s been over a year. They said they have no record of anyone coming here. March 22, 2023 Amy Alexander calls me, I tell her what’s going on and that I’m extremely unhappy. She tells me it’s going to get resolved. Still haven’t heard from her… I am disgusted and this company needs to give me a discount or maybe get shut down. Also - upon the first install, the guys were hanging out my windows watching YouTube videos while doing the most sloppy job they could.

  

  Business Response

  Date: 04/27/2023

  We are disappointed that we have been not been able to satisfy this customer. This was a project that was installed approx 3 years ago. and we have provided service free of charge whenever the customer requested it. We are currently working to get her screen replaced under warranty, it is taking a long amount of time to get the replacement approved because it is very unusual for a screen to start "flying out" with the potential of injuring someone a full two years after it is installed. Never the less, we will replace the screen free of charge for this client. We will follow up and contact the customer as to the status of the screen.

  Customer Answer

  Date: 04/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  There are much larger issues here than just the screen flying out. That poor response just goes to show how much they don’t care and are unaware of all the issues I’ve had since this install three years ago. My windows were installed incredibly sloppy with my siding looking like it was chewed. Their workers were hanging out my windows watching ******* music videos while installing my windows, they have never acknowledged that although I have told them multiple times. 
  
  I will say it again, this is not $100 were talking about. We have spent $13,000 on these windows and for this company to act like I’m over reacting is simply disgusting. I am also stunned that they tried to remind me that they sent workers to my house several times at no charge. Every single time was to correct the damage that THEY caused and half the time the guys would come to take a look and then Acre would say they have no record of anyone ever coming to look at the issues. How could you possibly be running a business like this? 
  
  If the screen flying out isn’t that big of a deal, why wasn’t it handled a year ago when we contacted Acre about it?
  
  This company can barely provide so much as a “we’re sorry”. I asked to speak to management several times via phone and they refused to put me through. I have ensured to tell every single home owner I know not to use this company. This needs to be rectified in a better way than that half-*** lazy response I was given through BBB.
  
  Regards,
  
  ***** ***********