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:03/17/2025

  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.

  We hired Alenco to install a stone shower at our home last January, 2024. The work was not done properly and the back wall holding the faucets ended up sloped. Because the wall was sloped, the glass door did not hang properly on the shower. They sent people over multiple times throughout the year to fix it (the bottom sweep always tore off and water would get in the tracking and on the floor) but nothing was ever fixed. I emailed ****** ********************** in January 2025 yet again because they never fixed the door. They had thoughts about what they were going to do, but they never did it. She did not respond to my email that I sent last week. The door does not sit straight, water gets under the tracking and on the floor and the wall is sloped which they should have fixed as they were putting it up. I either want my money refunded or I want the project redone properly.

  Business Response

  Date: 04/21/2025

  We have been awaiting materials for the door repair and are in process of getting scheduled.  It should be sometime in next week or two. 

  Customer Answer

  Date: 04/21/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:07/09/2023

  Type:Billing 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 bought a Kohler shower system and install from Alenco Inc Lenexa KS in 2022. The install occurred August 2022. First our sales person quit and we were never notified, or given a new contact until we made complaints later. The first installer was caught going through personal items not related to the install. The finished product was not satisfactory and the follow up with Alenco concluded the same. During the original install the installer hooked water lines up backwards and then cut out our bedroom wall which later we discovered he did not need to do. He spliced the new water lines and added extra fittings behind the wall. Alenco did repair the wall May 2023 after my complaint. Several times Alenco came out to fix silicone issues with the shower. Replacing shower walls several times for various reasons. In one phone call I was offered a three year warranty on their work, repair the sheetrock and send their best installer to fix the silicone. I think this was attempt four to fix this. This installer found an issue with the product, and the Kohler shower was replaced June 2023. In the end the three year warranty is not being honored after all the trouble I have been through. Alenco representative ****** ****** states shower was completely Re-installed, so standard one year only applies. Which it was not completely Re-installed, the original plumbing Alenco did is the same, along with some original shower hardware. In our conversation regarding three year warranty there was no other language regarding a change in the three year warranty if this or that happened. I have all my emails and phone calls recorded. This has been a much lengthier ordeal than what I can fit in this text box. But this sums it up.
  I will say the final installer was much better than the first 2 or 3.
  Alenco is very expensive, the work is sub par, and their word means nothing.
  Also they appear to have blocked me from all social media as I attempted to tell people buyer beware. Alenco is shady

  Business Response

  Date: 07/10/2023

  Talked to customer and resolved warranty issue.

   

  ***

• Initial Complaint

  Date:10/14/2022

  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.

  Last year i ******* ****** windows from Alenco for the basement level in my home for $4900. The salesman assured me that these were Excellent windows with an excellent warranty. During installation a window clasp was broken and shortly after, I saw small bugs on each windowsill (Gnats and rolly pollys). When Alenco came out to fix the broken clasp, I informed them about the bug issue, and they assured me that the windows were now fixed, closed and secure. During the winter months, I still noticed the bugs and there was a huge condensation issue, and you could feel the cold air coming in the windows. Checking with a thermometer, the temperature was around 40-50 degrees on each windowsill. Alenco insisted that the condensation was normal for they stood by the quality of windows. I put Plastic over the inside of the windows for the winter months to keep the cold out. Mar 2022, Alenco came and removed the plastic with bugs inside and informed me to spray more pesticides. Thy stated that my windows are close to the ground it would be hard to prevent microbugs. Alenco again repeated that there was nothing wrong with their windows or their installation. They came out and suggested a water test with low pressure garden hose which failed once it hit the seam, water came inside. Lastly, they recently took the windows apart and placed foam netting over the weep holes to limit the number of bugs coming in. which didn’t work. Alenco finally offered that they would replace these sliders with double hung version of the same company Windows at MY COST. So, their solution was to have me BUY more windows from them, but they would waive the installation cost. This was all contingent if we agree to not hold them responsible for incoming microbugs and agreeing not write any negative reviews. I declined. The warranty was not honored, and their customer service left me stunned, as they were most often combative, and insulting.

• Initial Complaint

  Date:09/30/2022

  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.

  Some time in July a Rep came to look at my house and wanted a down payment to do the work on
  windows and than on siding . I had told him that I was going to check with my bank to see if I could get a loan.
  I called the next day and told his boss that I need that check to be hold because my bank wanted 2 estimates from me . He said that he would work with me on the amount but would not give me a hundred dollar discount and never heard of a bank wanting me to get 2 estimates. I said well they recommend 2 estimates and to hold the check that i wrote and if all is well I would be happy for them to do the work. I been working long hours and am still working on getting estimates and waiting on bank to see how much I qualify for. In the mean time I found out that they cashed the check and will not return my phone calls. I am very upset that they will not return my phone calls. They told me they were a Christian base business. I do not understand why they wont refund my check until I get my estimates and get my loan from the bank.. Please can you help me get my check back.?