Complaints

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

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  Ameristar Windows & Doors

  3453 Chicago Ave Riverside, CA 92507-6807

  
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  Ameristar Windows & Doors

  43049 Margarita Rd Ste A102 Temecula, CA 92592-3544

  

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:05/17/2024

  Type:Service or Repair 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.

  THE PROJECT MGR. LIED TO **. SHE DID NOT GIVE US A CHOICES FOR THE DOOR FRAME. OUR CONTRACTORS SAID THEY HAVE NEVER SEEN A DOOR FRAME LIKE THIS BEFORE AND THAT IT LOOKS LIKE A WINDOW FRAME! She lied to us, she told the contractor something different. There is a major problem with this company and now they are trying to make us pay to fix what they did. The door frames they sent arent even retro door frames. They have a lip on them that you cant install on any type of patio door. Two contractors looked at these frames and are stunned at what they sent us. They said no door frames look like this!!! I was hung up on twice once by **** and once by ******. What kind of company hangs up on a customer that is upset? A company that is in the business of fraudulent conduct. They are not offering a solution and doing very bad business. Any good company would stand by their work and never treat their customers so ugly. My mom is elderly and they took advantage of that. The right thing to do is offer to fix what they did at no charge and get it done promptly not argue about who is right or wrong. Good business people say the customer is always right not over talk to you until you put an elderly woman in tears!!! My mom is not in good health and for her to be treated so rudely and taken advantage of financially by this company is beyond unacceptable and unprofessional. This company has a chance to make this right instead of making excuse for themselves. I would hope they would do the right thing!!! The clock is ticking!

  

  Business Response

  Date: 05/17/2024

  The doors that were made for this customer were made to her specifications and signed off by the customer. We advised her to review the order with her contractor to ensure that she was ordering the correct frame for her job and the correct size.  When she called this morning, she was combative, threatening and verbally abusive to our project manager and later to me. She berated us and began using profanity unnecessarily at both me and the project manager and not allowing us to speak. I will not accept being abused by her or anyone else or allow my employees to be abused despite her ongoing threats. If she would have allowed me to speak instead of screaming the * word at me and telling me to shut the * up, I would have tried my best to produce a solution for her error when ordering the doors. When you hire an experienced and licensed contractor, they should guide you and tell you exactly what type of door frame you need to order based on the scope of work that needs to be done at the home.  We were not hired to install the door only to manufacture, per customer specifications. 

  One of the other owners called the customer back and explained to her that based on what she was having done, the retro fit frame is the correct frame required. He also spoke with the contractor to explain to him and try to assist him on how to install the door and the contractor started acting extremely unprofessional. The contractor admitted that he had not installed many of these doors and was unfamiliar. He obviously does not have much experience and unfortunately, we were not hired to do the installation. However, we even offered to help them and possibly send someone to properly install the door. The contractor started using profanity and therefore we were unable to make any progress at trying to help them. But we did guide on what to do to properly install this door, despite the fact that it is not our responsibility to trained inexperienced contractor or handy men. 

   

• Initial Complaint

  Date:04/25/2023

  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 2013 we had several doors and windows installed in our home by Ameristar. In June 2022 I contacted the company to facilitate a repair on our 10' slider track. One of the ladies in the office facilitated a laborer to come out and try to repair the track. As he was using a cat paw to try to pull up a track and screwed a hole into the track, the track is not sitting on the bottom but actually welded to the frame, he damaged my door even further. At which point I asked him to leave and I called the office and spoke to ****** and told her about the damage he caused. She got very angry and defensive saying they were trying to do us a favor because they didn't need to honor the lifetime warranty on the door because the company had changed owners. I explained to her that the new owner bought the warranties when he purchased the company. It has been almost a year and there has been no further communication from the company and the door remains inoperable.

  

  Business Response

  Date: 05/10/2023

  Ameristar Windows was sold in May of 2019 to a different entity.  This was done as an asset purchase, meaning, no liabilities were assumed in this purchase agreement and warranties were not included.  However, as a courtesy we have honored the few warranty requests that we have received since this change of owner took place. This was properly explained to the customer when she called.  

  On 8-4-22 we scheduled a service to take a look at door and tried to change the track with a new track, as we no longer carry this model door track, since the design of our doors has been changed and upgraded.  The customer did not like the way this was being done and did not allow the technician to even finish the service and kicked him out of her home. ****** spoke with the customer the same day, after the technician left. The customer told ****** that she could send someone else and that her husband would give them instructions on how to change out the track and that they were to use her husband's tools. ****** let her know that we would not be able to use their tools, as we were unaware of what type of tools they had and weren't sure if our technicians were trained on their use.  The customer said that she was going to see if her husband could fix the door and ****** let her know to please let us know if there was anything else we could do. We never heard back from her until this complaint.  

  We would be more than happy to send a technician and try to fix the door track.  

  Customer Answer

  Date: 05/10/2023

   I am rejecting this response because:

  The technician you sent out drilled a hole into my track, damaged the vinyl frame of the door thus leaving it in worse condition than when he arrived. This is why I asked him politely to leave and I would have him back when my husband was there to supervise. I told ****** that my door was now in worse shape than before the unqualified tech came to remove and replace the track. ****** and the tech kept arguing that the track just sits on the frame in which it does not. It is welded under the entire frame that slips into the opening. I did communicate with ****** that my husband probably has more qualified tools than a screw and needle nose pliers which is what the tech came with. 
  

  
  

  

  Business Response

  Date: 05/12/2023

  As stated in my last response, we would more than happy to send another technician to rectify and fix your door. Please let us know if you would like us to schedule an additional service to get this done for you as quickly as possible.