Complaints

This profile includes complaints for AM Group of Companies Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AM Group of Companies Ltd

  319414 Grey Rd 1 Owen Sound, ON N4K 5N6

  
• 

  AM Group of Companies Ltd

  230 Gage Ave Kitchener, ON N2M 2C8

  
• 

  AM Group of Companies

  2251 Highway 11 South Gravenhurst, ON P1P 1R1

  
• 

  AM Group of Companies Ltd

  9485 Beachwood Rd Collingwood, ON L9Y 0X2

  

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:05/01/2023

  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.

  I purchased 10 windows from AM Group of companies on April 29 2018. They were installed between August 16 & 27. Their contract indicates a manufacturer lifetime warranty & an AM Window & Door workmanship warranty of 10 years.
  The window in the main floor bedroom is an awning window. From the beginning I noticed it pulled in tighter on the right side than the left. When I mentioned it to the installer they said that wasn’t an issue. Recently while cleaning the window I had the screen off & for the first time I noticed the reason the one side didn’t pull in tight is because the 2 parts of the mechanism that pulls it tight do not line up. I got a carpenters square & put it against the window frame & found that the window was installed out of square forcing the mechanism out of alignment. I called AM that day & within a couple days they sent a technician. That was early to mid October. He looked at the window, took several pictures & said he would put in for a warranty replacement. While he was here I asked him to look at the bay window in the living room because it is difficult to operate. I told him the window was too large for the opening so the installer split the studs on either side to make the opening wider. At this point the technician got quiet & made no commitment. This window has 3 panels - 2 casements with a fixed window between. The 2 casement windows are now difficult to close & I am somewhat concerned the structural integrity has been compromised & may have settled causing pressure on the window.
  
  Since the technician was here I have called the office 3 to 5 times to find out the status & what they were going to do to rectify the issue. Each time I called the person I spoke to said she would contact the tec & have him call me back. To this date no-one has called back.

  

  Business Response

  Date: 01/03/2023

  Hello, this is extremely disappointing in lots of different ways and we totally understand your frustrations. We have been all over the service department of the manufacturer to take care of this as it is not an install issue but a manufacturing issue. We are working diligently to come to a resolution and have  escalated it to upper management with in the manufacturing company.

  Customer Answer

  Date: 11/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The manufacturer DID NOT compromise the structure of my house by splitting the jack studs that support an appropriate 8’ header for the bay window in my living room. They split the 2X6 studs in half basically turning them into1X6. It is unreasonable to think that AM would call this a manufacturing error. It is clearly an installation issue. Similarly it is unreasonable to suggest the manufacturer is responsible for the awning window in the bedroom being installed out of square which resulted in the window not closing completely. 
  

  AM’s response that these installation issues could possibly be the result of manufacturing is a clear indication they do not accept responsibility for the quality of their installations. ** **** **** ** *** ******* ** ** ****** ** ****

  Having said that I greatly appreciate the manufacturer sending their service representative. He was able to add thicker spacers in the awning window in the bedroom to compensate for the window being wracked during installation. It now closes tightly for the first time.

  He lubricated & adjusted the window in the living room so that it operates more smoothly but he cannot & did not repair the structure, nor did I expect he would or could. The only way to correct this installation is to replace the compromised studs, remeasure & install a window that is correctly sized for the opening. In leu of the above I would accept an on site inspection and a proper letter, stamped by a professional structural engineer certifying the structure is not compromised & that it meets the requirements of the Ontario building code. 

  
  
  Sincerely,
  
  
  
  ** *******

  

  Business Response

  Date: 14/03/2023

  We are confident in our installer as he has been a ticketed carpenter for many many years, and would not have compromised anything structurally. He was, and still is our head installer and none of this is new to him. We have been in business for over 65 years and do not cut corners. It's as important to us that all is sound as it is to you. You have a warranty with us that will stand up stronger than anyone else's in the industry. It does not make sense to pull everything apart years and years later as clearly there is no issue with it.  As always, should there be a problem simply reach out and we will take care of it ** * *** ** ***** ******* ****** 

  Customer Answer

  Date: 23/03/2023

  
  
  Complaint: ********
  
  
  Thank you for your response.
  

  I would hope you would agree that the jack studs are there for a reason & that they should not be removed or reduced in dimension. I’m not an engineer & don’t know the structural significance of reducing the thickness of a 2x6, but it is something I would assume is not acceptable.
  

  I did not mean to impugn the professionalism of your carpenter. What I am saying is that everyone has an occasional day when work is not the most pressing thing on their mind. The gentleman I believe was your crew leader left the job site at lunchtime the first day if my memory is correct. He was getting married that weekend & was on vacation the next week. I have no idea if he made the decision to cut the studs I order to avoid a complication on the eve of his wedding or if he was already gone & someone else made that decision. By the way my notes indicate there is a second window where they did the same thing. I’m not as concerned about this window as it is a much smaller window. I only hope I’m not wrong to be unconcerned about this window. 
  

  The manufacturer was able to make adjustments to compensate for the bedroom window that was wracked during installation & I am satisfied with that repair. I am in no way insinuating that your crew were reckless or malicious. An honest mistake was made measuring the windows. The installers compounded that mistake by enlarging the opening instead of requesting the window be remade as quickly as possible to the correct dimensions so that it properly fits the opening. 

  A company that has obtained and expects to keep a BBB rating ** ** should never negatively alter a structural member without engineering approval. I am not happy & am not satisfied with your dismissal of my concern. 

  
  Sincerely
  
  
  
  ** *******

• Initial Complaint

  Date:06/10/2022

  Type:Billing 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 signed an agreement with AM Group of Companies for New Roof, All new Insulated Siding, New Fascia, Soffets and Eaves. A total of $70,000. This was signed April 28th. I was told that siding would arrive within 2 to 3 weeks. Our roof was completed within 2 weeks and payment in full for that was paid. $12,020.
  
  I did not hear anything from AM group for almost 3 months. Tried contacting our sales person Rob S. numerous times. Finally work started July 26th.
  
  2 weeks in to the work we find out that they didn't order enough siding and need to order more. The front of our home had no siding on it for 6 weeks with just ****** We had to beg to put the Eaves on because it was damaging all the area around the home when it would rain. Spoke to Jimmie L. the Sales Manager numerous times and he advised because of the numerous issues we experienced (not enough space to list all) that he would look over our agreement and help to compensate in some way.
  
  The work was finally completed on September 20th. We were to have a "final inspection" of all the work that was completed once it had been finished. Last week on September 27th I received our final bill for $51,000 that is remaining. No discount had been taken off and no final inspection has been completed yet.
  
  We are completed dissatisfied with AM Group and the extreme stress that we have had to endure for 5 months.
  
  I contact AM group on Sept 27th and Sept 29th and they will not respond.
  
  Their bill says that they will charge me 24% per annum when not paid.
  
  I am not paying anything until I get the discount I was promised for the tremendous amount of issues we had to endure and until a final inspection is complete. This is by far the worst company I have ever had to deal with. Very ****, no communication, no accountability, no customer service. $70,000 is no small amount and I wish I could take it all back.

  

  Business Response

  Date: 12/10/2022

  Customer is correct that the contract was signed on April 28th and handed into the office on May 4th and made live in the office on May 9th which is when the job was reviewed, approved and deposit taken.
  May 10th the siding was ordered which usually has a 6-8 week lead time on the siding. I'm not sure where they got the information on 2 weeks because that simply is not possible. 2 weeks on roof install is possible which is the timeline we fell within and executed. 

  Material arrived at our warehouse on beginning of July and we were originally supposed to start on July 21st but due to finishing the current project we were on and the weather in July it got pushed to July 25th which ********* was kept in the loop on via email from our office stating they were ok to wait ( ** *** ******* ******) 
  
  Upon starting the project on July 25th is where we found out that ********* cancelled the ***** Stone portion of the contract with consultant Rob S. on June 21st which was never communicated with the office. At that point in time is when we ordered the remainder of the siding to cover the cancelled portion of the ***** stone. Again 6- 8 week delivery window. The communication missed between AM Groups Rob S. and our office is on us but the homeowner still would had to wait 4 weeks since they changed there mind after the original material was ordered. 
  
  The day we left the job site we offered to hang the eavestrough and the homeowner informed us that it was not that big of a deal as they were doing landscape around the home again which we have documentation of. We did make another trip up to complete the eaves because the homeowner could not wait. 
  
  AM Group of Companies also completed additional work around all the rim boards, counter flash on rim boards , additional blue skin as well as cladding out the entire bottom of the cottage all of these which were not on the contract or did we charge for knowing the delay the homeowner had to go through. 
  
  Final walk around was completed with our Foreman Zak upon ********* was happy with the work and the invoice was sent on September 27th to which she responded saying the invoice was incorrect. No contact was on September 29th from *********. 
  
  Revised invoice was sent on October 5th with the ***** portions of the contract removed. 
  
  As far as **** comments. I will not comment on that as we have documented our conversations with Mr & Mrs ******* and there actions when all we tried to answer the homeowners questions and concerns.

  Customer Answer

  Date: 12/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Am group is not even aware of what conversations were had back and forth fully because we were never connected to their "messaging group". 

  we decided against the ***** siding because we were told on 5 different occasions that it would be dropped of at our home to see in person before making the decision. We never even saw the ***** siding in person because Rob S. did not have the sample and he said he would drop it off NUMEROUS times.

  We have correspondence on June 8th asking again for the ***** sample. We then finally got it on June 21st and told Rob that we did not want the ***** after seeing it. Correspondence is available for viewing if needed. 3 weeks of trying to contact Rob to confirm that the ***** was removed and new siding was ordered is also documented and text messages available.  

  We were then told that our materials were in on July 11th but they didn't have the crew to get starts. 2 weeks goes by and they finally start. Then we get majority of the way through and they realize that not enough material was ordered. We were told so many different "excuses " for this. Also documented. We then waited 5 weeks for the siding to come in when we were told the "extra" siding that was not ordered would be completed within 1 to 2 weeks. Also have this proof from Jimmie and it was told to us by Zack as well. 

  Also, at the beginning of the sale when we signed we were told a supervisor will be on site once everything is completed to do an "inspection" before we pay anything. That has not happened.

  i also got a call in September from someone that claims they took over for Rob as he's on a personal leave and he wanted to come by to do a site inspection and bring a gift. He didn't even have a clue that our job hadn't even been completed yet

  The communication from this company is unbelievable outrageous and non existent. The only people we were happy with was Zack and his crew. And yes we absolutely sent unhappy messages. That we also saved. ***** *** ** ***** ******* ******* ** *************. All just complete justifiable frustrations and anger. 5 months of complete torture with this company. I want a proper site inspection completed of the $70,000 we just wasted with this company and then we will pay what is owed. I want some actual truth and follow through from this company. And after that is completed I will be sure to file a review for this company.

  
  
  
  Sincerely,
  
  
  
  ********* *******

  

  Business Response

  Date: 25/10/2022

  Your response is again inaccurate and we are very aware of the conversations that have been said. Siding is a process as materials are not always readily available but unfortunately at this point you're not going to believe a word or be reasonable with anything we are saying.  
  We have made it well aware that Rob S. failed to let the office know what was going on with the ***** stone which was part of the delay in getting the remaining siding. Which is part of the reason why Rob S. is no longer with the company. We are trying to get this moving in a positive direction but the finger pointing is getting us nowhere. 
  
  We are available for inspection on the week of the 31st. Let us know which day works best. 
  
  We will have the office follow up as well with you. 

  Thank you

  Customer Answer

  Date: 25/10/2022

  
  
  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. 

  Friday November 4th of the week you are referring to we are available for the final inspection.  The inspection also was never completed for the roof. Please have them complete this as well. 

  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:19/09/2022

  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 have warranty repairs needed to my roof and the company is not responding to me. The issue started a year ago, they did a temporary fix and never returned to complete and repair the work. This summer the flashing and shingles have lifted again around my chimney stack. I have called a couple of times, I was told they are trying to schedule it. I sent an email to the owner this week, and have not received any response at all. My first phone call about the relifting of the temporary repair, was in July, then again 2 weeks later. I want my roof repairs completed before winter. I am afraid of rodents or birds getting into my roof/attic for the winter. I really don't understand why this company is not responding to my calls or taking care of their poor workmanship on my home.

  

  Business Response

  Date: 04/10/2022

  Hi ********,

  We understand your concerns and we will have a service tech sent out again to make any repairs that are covered under our warranty.
  Service will be in touch shortly.

  Customer Answer

  Date: 05/10/2022

  
  
  Complaint: ********
  
  
  
  Thank you for the response towards my complaint. I would like my file to be left open until I am contacted from the service department and the repairs have been done. I have heard this from them months ago about coming to see the roof and repair it, and nothing has been done and then they stopped taking my calls and emails. Please keep my file open till the work is completed.

  Thank you

  ********

  

  Business Response

  Date: 29/11/2022

  All the repairs were completed on November 2nd

• Initial Complaint

  Date:11/08/2022

  Type:Product 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 entered a contract with AM Group of Companies for purchase and installation of new windows and sliding door as well as eaves and siding work. The original salesman who quoted the job (October) specified a 10 week lead-time which ended up being over 20 (April). I understand that a global pandemic played a significant role in supply chain, but that should have been somewhat understood as it was already well known in industry. Communication with the company was very poor with no visibility on an anticipated installation date despite numerous follow-up attempts. The company attempted to schedule the work for the siding before having materials to install the doors. Once the team finally showed up to complete the work, they damaged existing property during installation. When installation was complete, there were numerous quality concerns with both the product workmanship and the installation itself. The product was commented upon by the workers as "we've never seen one this bad" in regards to weld quality and paint. When asked why they would even complete an installation with a product that will need to be replaced, the response given was "we get paid to come out twice, doesn't matter". A replacement door was ordered in a timely fashion however only restarted the limited visibility for a completion date. About 2 months later, I was invoiced for payment despite being left with a poorly manufactured door. The explanation was that the replacement door would be considered warranty. Now being August, the replacement door was just installed. The door looks worse than the first after installation. It should be noted that the door was inspected for quality before the work started and was deemed acceptable. There is visible reuse of the screen from the first door and there is visible damage to the product clearly from the install process. I am now waiting for resolution from the company.

  

  Business Response

  Date: 01/09/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Hello, as we spoke about over the phone and you kindly agreed to understanding a lot of what has transpired was manufacturer related from terrible timelines to the poor quality of the paint on the patio door. We are an honest company so we had no issue agreeing that we have never seen this poor quality both in the interest of transparency and the fact that we have one of the best manufactures in the industry. So it's not typical for them to make a mistake like this one. As a reputable company the only thing you can do in this scenario is be honest and own it and start the process of making it right. As for the comment about ``they get paid twice to do it" was only in response to your concerns that they may have to replace it for free. (the installers I mean) So this is way out of context and sounds way worse than it was. Of course they will be paid.
  
  When it comes to damaged property this is the first we are hearing anything about this. It was also not brought up during our phone call conversation. Seeing how we are a company that may not be perfect but always makes it right and I think we've made this very clear (long before a poor review of anysort). I struggle to understand why this would not have been brought to our attention.
  
  We have a plan to meet and discuss further once again as any reputable company should do.
  
  Jeff W.
  General Manager
  AM Group of Companies London