Complaints

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• Initial Complaint

  Date:03/07/2025

  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.

  We purchased new windows and a sliding door on October 21st, 2019. The windows are covered under a manufacturer warranty. The windows have since developed moisture between the glass panes. The company sent someone out to take pictures. The gentleman informed us it's because the windows they purchased from this particular manufacturer were defective, and they have had to replace full houses due to this issue. I was sent an email on January 27th, 2025 with a quote for $710.00 in labor fees to have these windows replaced. The sales contract does not specify anywhere that labor is not covered under warranty work. We originally paid for professional installation upon purchase of the windows and sliding door. We would not be in this position either had the company not purchased defective windows from their manufacturer. American Window Company claims to have earned their reputation by manufacturing the highest quality windows and doors since 1986. Why then, did they install defective windows in our home and now wish to charge us to replace them? If they were indeed "quality windows and doors", we would not be here. We are requesting the company stand behind their product and replace the defective windows they installed in our home.

  

  Business Response

  Date: 03/14/2025

  Good afternoon,

  As stated in our contract (attachment labeled *******AWPContractPage2), we warranty all labor and materials for 1 year following the date of substantial completion. Our contract also states that "EXCEPT AS STATED HEREIN, AWP MAKES NO EXPRESS OR IMPLIED WARRANTIES AND ALL STATED WARRANTIES ARE IN LIEU OF ALL OTHER WARRANTIES, EXPRESS OR IMPLIED." This means that, unless specified, we do not warranty labor past the 1-year period and *** ********* job was finished 6 years ago. The windows were covered under a manufacturer's warranty, and we were able to get the manufacturer to agree to replace the windows, since it was the manufacturer's fault that they were defective. This is why our Service Quote shows that the replacement materials are covered under warranty and the customer only needs to pay for our labor (attachment labeled *******AWPServiceQuote). In short, our contract does not promise a labor warranty past the 1-year period, and the windows' defects were caused solely by the manufacturer.

  We have not manufactured windows in several decades, so I am unsure why *** ******* claims that we manufacture them in his complaint. We order our windows from manufacturers and install them. This is why manufacturer defects are covered by manufacturer warranties, not by us. 

  The cost of the windows themselves is subject to the manufacturer's warranty. As a business, we have not imposed any cost on *** ******* for the materials themselves. We have required compensation for labor only. We do not think it is reasonable to ask us to cover the full cost of the original windows in addition to labor when the materials are explicitly stated to be subject to the manufacturer's warranty in our contract, and for the reasons discussed above.