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:11/15/2024

  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 met with a salesperson at my home to get a quote on ******** replacement windows. It was very high pressure, and was told I had to sign agree that day in order to get that price. I succumbed, against my better judgement. Later on, when they contacted me and the *** about the grid pattern in my windows, I informed them that what they sent was not correct. They came back later with the correct grid pattern, but DID NOT TELL ME that they were ***lacing ******** windows with a different company. The windows were made by ******. This only came out after the day of installation. Again, the day of installation, they told me they wouldn't start the job until I signed that the job had been completed successfully. It was only after I signed, against my better judgement again, and after they had taken the old windows out, that I discovered that the new windows were not made by ********. They continued installing the windows. In my attempts to learn about ****** windows and their quality, I was told by a ****** *** that the windows installed do not contain argon as I had ordered. ACRE denied this ***eatedly. They later acknowledged the mistake, and blamed it on ******. They said they would new windows made for me by ******, containing argon. When they came to deliver, the new window frames were chipped and scratched. Much to my chagrin, they put the new windows in the old frames. They have been horrible to work with, don't call me back, and I still am not convinced I have the same quality. I have demanded a $7000 reduction in what I owe. They are not getting back to me. The owner of the company called, told me I'd be putting people out of work, and told me he had to talk with his co-owner wife and he'd get back to me this past Monday. He still hasn't gotten back to me. I have had a great deal of stress from working with ACRE. They need to make this right, and absolutely should not have the rating you have given them.

  

  Business Response

  Date: 12/05/2024

  Due to a manufacturers defect, the customers ********************** had to be re-ordered. We have completed the installation of the re-ordered windows in accordance with her HOA requirements. The customer has asked for a 50% refund due to the delay. The written contract signed by both parties does not have a provision for such a refund. We spoke to the customer and attempted to set up a time to discuss the matter further and the customer indicated that she did not have time and requested we leave a voicemail. We need to have a conversation with the customer to resolve her refund request. We will reach out again in an attempt to speak with the customer and resolve the matter to her satisfaction.

• Initial Complaint

  Date:05/24/2024

  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.

  August 2023 I had an install from acre window. It included 1 exterior back door and 1 pantry window that was normal size. But the window never fit correctly. The installers said that someone will come and fix it at a later date. After 5 weeks and 3 missed days of work, for someone to just come and look at the window. We finally came to the conclusion that a diffrent window is needed. Talked to ****, and he said the window that is needed was 6 weeks out. So after 10 weeks, I started to call acre window. I was told no one but **** or *** knew anything about my account, and niether were there at the time of my call 3 days in a row with no call back. Finally in week 11 I was told April 29 my window will be delivered. Skip to may 24 when they were finally able to get a service tech to come install the window, I get a phone call from *** telling me her guy is pulled over on the highway with no clue what's going on. 1045 *** calls to make a diffrent appointment because no one is coming out today. This is now 5 days missed from work, and no compensation offered. At this point I must seek leagal help.

  

  Business Response

  Date: 06/03/2024

  Unfortunately, we were scheduled to perform warranty service - free of charge for this client on 5/24 but we had a truck breakdown. The same day we rescheduled the service with his wife ******* for June 10th at 9am-10am. We will be there to perform the work to his satisfaction on that date. We have apologized for the delay which was out of our control.

  Customer Answer

  Date: 06/11/2024

  They came and put in a totally diffrent window then agreed apon on the original sale. The installer informed us the gap at the bottom of the window will always be there because now the house has sagged. So there is trim that hides the gap.

  Customer Answer

  Date: 06/12/2024

  [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: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,
  
  
  
  ***** ***********