ComplaintsforAdvanced Window Products LLC

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a dog door insert for my sliding glass door. First guy who measured sent the incorrect measurements. When they came to install the dog door they gave me a 2 hour window and were an hour late. No courtesy call. When the dog door was installed there were gaps on top/bottom and on each side. This resulted in letting in massive amounts of cold air increasing my heating bill while they fixed the issue. When they called to install the correct door, they gave me another 2 hour window 2-4. When I called the company at 530pm they couldnt get a hold the installer. Reschedule, I was told they would be there by 7am. Didnt show until 9am I did have a missed call and silent voicemail. After the job was complete, I signed a completion agreement. Saying I will pay with a credit card. When I called they said they had no act on file. I asked the company to work with me on the price. I was told that their management was in a meeting and that they would have to call me back. Never received a call back and found money removed from my bank account without my permission 6 days later. When I called to figure out how/why they did this I was told that I agreed to using the same information as my deposit (which was an electronic check). That was her hard stand. When I tried to call to get a copy of the contract thats said I agreed to this, they screened my calls.

  

  Business response

  03/07/2023

  There was a mismeasure on this job, which can happen from time to time. We rushed the remake but there was a scheduling issue. Due to the issue, we gave the customer $150 off, which was over 10% off the contract price. He asked for more but I could not do a deeper discount. Instead, I sent a $50 gift card for the trouble with scheduling. I genuinely felt bad he had a couple mishaps when that is not our norm. He signed a completion and I ran the balance less the discount using his approved method of payment. His contract was docusigned and it did state the balance would be run on completion. When he called I did offer to reverse the Ach and do a credit card instead, but he hung up on me before we could do that. The offer to do that is still available to him, and I said we would waive the credit card fee. I did email his documents to him. I am not sure what further resolution he is after, we have compensated him $200 toward a $1395 job and apologized and owned our errors. Sometimes things happen that are not ideal, which we recognize, but we truly have tried to make it right. 

  Customer response

  03/08/2023

   
  Complaint: 19551846
  
  I am rejecting this response because: It is missing multiple issues to save face for the company. Blaming my frustrations as a cause for not being able to remedy this situation over the phone. Not offering an apology and instead being extremely defensive instantly upon returning my phone call. The image of the contract that was sent to me was blurred so I was unable to verify that it stated they will take my act information off of a digital deposit check. I signed a completion contract that stated I would be paying with a credit card. So where they removed money from my act without any notice to me was not appropriate. I expressed my appreciation of them attempting to remedy this situation. But they never once addressed their fault in accessing my personal information with absolutely zero notice. 
  Sincerely,
  
  *************************

  

  Business response

  03/10/2023

  The customer has DocuSigned the contract and I have supplied a clear copy of the contract. I have taken extensive measures to rectify the situation, give compensation, and offer to switch the method of payment. At this point, I don't see anything further than can or should be done. Unless the customer wants to change method of payment, the job should be complete.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had placed my order for windows on 01/31/22 and was told that they were ***** weeks out. They came out on 2/14/22 and measured the windows and was told they were 12 weeks out. I understand they were that far out with shipping delays at the time. They had come on 4/18/22 to install the windows. They told me at the end of the install that they were missing a window screen and it should be delivered later that week. I called the company on 05/25/22 and they stated that I should get the window screen by the end of the week. I called again on 6/8/22 and was told that they never placed the order for the screen and it will be another two weeks. So now I am waiting 2 months for a window screen that they should have had when they installed the window.

  

  Business response

  06/09/2022

  One screen has been on back order. The screen manufacturer is direct shipping it to the customer's home and it should arrive in no less than 14 days. We confirmed this yesterday, with the customer, at 9:53 AM.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had new windows installed in September 2020 and have never received the screen for our sliding glass door. They broke the motor on our front window seal between 2 bricks on the exterior and they damaged all of our window seals on the interior. We have made several attempts to have them honor their contract or make any compensation for the damage. Please help

  

  Business response

  01/12/2022

  The ******* windows were installed in September of 2021, not 2020. We have been out to their home to assess the damage and also note what needs to be completed on the job. We first learned of the issues with the mortar and ***** on 10/6/21. We received photos from the customer on 10/11/21. We scheduled a service appointment for 10/25/21. We informed them that the screen door material was on back order so the screen door would not be ready at this time. At this appointment, the installer took care of all the service issues aside from the screen door. The customer did bring up the issue of mortar coming out of a brick area during install. My installer offered to put it back into place but the customer wanted a masonry company to replace it. However, line 5 on our contract states: "Damage During Installation: AWP is not responsible for damage to stucco, sheet rock, plaster, tile, or wood during the installation process due to natural deterioration of the existing home/stucco. Further, AWP is not responsible for damage to such materials, or for broken glass, resulting from Customer's installation, maintenance, or repair of such products and materials supplied by AWP." We are an understanding company, and do like to meet customers in the middle when something like this occurs. It is rare, but it happens, as we are pulling existing windows from their home. This is why we have this line item in our contract and disclose that damages may occur. On 10/28/21, one of our owners, *************************, spoke with the customer. He asked them to get a quote on the mortar repair to see exactly what it would cost to fix. We never received this information back from the customer. We informed the customer that we would contact them once the screen door material was back in stock and we are able to build the door. on 12/14/21, we spoke to the customer and let them know we are still waiting on material. Today, 1/12/22, we are still waiting on the material. Due to the pandemic, material shortages, labor shortages, shipping delays, and issues such as this, we have unfortunately not received all necessary parts to build the screen door to completion. We do have a line item on our contract (line 8) that reads: "Force Majeure, AWP will not be liable for delays caused by strikes, weather conditions, delays in obtaining materials or causes beyond its control." We are just as discouraged as our customers are when it comes to these material delays. They are unforeseen and unpredictable. The ******* are on the top of our list to receive a screen door when the material arrives, and we plan to contact them immediately to schedule the service to be completed. I will also have my staff reach out to them today to give an update.

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