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:10/25/2025

  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.

  Had new windows installed 11-9-2015 Told there was a lifetime guarantee We paid a total of $6220.00 for 4 double hung windows and a bay window We contacted ****, owner of Ac Cel, in April of 2024 for the bay window that was leaking water into the inside windowsill and sent him pictures of the water coming in. We saw on our Ring camera that he came out and looked at the window from the ground level, was there a total of about 30 seconds, then left. We never heard back from him.We had some remodeling done in our living room, where the bay window is located, in Oct of 2025, and when the trim was taken off there was mold on the drywall and water marks where the water had come in previously, which prompted a call to Ac Cel and **** again. He was not helpful at all, said he had called us last year and we never called him back, which is untrue. Why would we not call him back regarding an issue we were having? He said he assumed we had it taken care of by another company, which we did not. We have just had horrible customer service with him, and he is very difficult to deal with. When we called **** this last time on October 20, 2025 he instructed us to call ****** which was the window manufacturer that made the windows. They said there is nothing they can do for us, they cannot see how water would be coming in, and that the window is 10 years old. They said they would send someone out to do a water test, which we would have to pay for, and we have not heard back.

  Business Response

  Date: 10/26/2025

  We are sorry to hear that Mrs. **** is unhappy, she is a nice lady.  I did respond  to a call that we received from Mr. ***** I guess it was April of 24 seems longer. I was there much longer than thirty seconds, I walked around back looked at the window from the sides and underneath made my notes and left, maybe the reason Mrs **** did not think I responded was I returned the call to Mr **** as he was the one who called us and I had his cell number as he traveled allot. Trust me I am not going to to take the time to go to their home and not call them  back. If that was the case I would not have wasted my time to go there in the first place.

  If they traced the incoming calls to his cell I am sure they would see a incoming call from us shortly after his call to us. I DID RETURN THE CALL AFTER MY VIEWING  

  I was trying to as helpful as I could  with Mrs **** when she called the other day. I did think they looked at the caulking of tried to resolve the concern themselves as I never received a return call.I told her perhaps  a call to al-side and gave her their number  (the manufacture ) might help as it has been 10 years.

  As far as no call back from ****** ? perhaps they are waiting for a "yes" from Mrs **** to start the process I am sure she did not give them a answer the day she was on the phone with them.

  I am sorry but I think a water test would be a the best thing to do at this time and we do not do those that is a factory matter and after 10 years many external  things can happen beyond the window itself. The warranty is for the parts only not the labor.

  I am sorry but I am not trying to be difficult. Mrs **** had a issue with a double hung shortly after we installed the windows and I was there ,****** on the spot to correct the concern.

  Thank You **** *********

   

  Customer Answer

  Date: 10/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Alside is not waiting for a response from me. I reached out twice to them and have not heard back. Every time it rains my windowsill is wet. I would just like someone to come out and look at the window to help me determine what is causing this, as it is causing damage to my interior windowsill, and who knows what else. Both companies are saying they cannot do anything with no help or direction on what I can do. I would think that AcCel, having a contracting company install the windows, he could have at least pointed me to one of them if no one thinks its the actual window thats the issue. The windows were to have a lifetime warranty and clearly there is a problem I would just like someone to help me determine what the issue is, and I do not want to have an outside company come in, and then say the warranty was voided because of that. I tried going through the proper channels to get this resolved and no one will help. I just want to find out why my window is letting water in and how I can fix it. 
  
  Regards,
  
  ****** ****

  Business Response

  Date: 10/27/2025

  I will call ***** at ****** to see about the water test. He will have to confirm with you ..

  Thanks ****

  Customer Answer

  Date: 11/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer 

  Water test done on 10/31/25 determined the window is leaking and is faulty. 
  
  Regards,
  
  ****** ****

  Business Response

  Date: 11/03/2025

  I am out of the country until the 10th of November. When I get back, I will see how alsides wants to handle this. Thank you.