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:09/30/2024

  Type:Order 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 signed the contract on 6/29/23 with **** *******. He asked for $7,500 down and I paid him. ****** ****** was either with *** ******* or was sent out to measure. I was told it would be 3 or 4 months before the windows came in.
  
  The windows came in and were installed. I paid the balance of $8,212.03 on 9/29/23. Shortly after install I started noticing more outside noise than seemed normal with the windows shut. When I walked past the windows it was drafty and an obscene amount of flys were getting in. I started calling AA Windows. The first technician to come out was ****** ******. He agreed with me that they weren’t sealing properly and that I should just put a washer in there. (Where…I don’t know) I told him I wasn’t willing to do anything like that because I spent a fortune on these windows and they had a lifetime warranty. Also doing something like that would probably void my warranty. When he left I was under the impression that he would start the ball rolling and order new windows. But it appears he did nothing.
  
  I called and called and called. My calls were never returned. A couple of technicians were sent out and they would tell me that they would make sure it was taken care of but nothing would ever happen. So now it’s been a year. I started calling twice a week. The same person would answer, ****.
  
  Last week my windows were finally replaced. A process that started June 2023 was completed Sept 2024. Very poor service in my opinion. When they wanted to be paid I paid immediately. I’m asking that the BBB help mediate a partial refund.
  
  **** told me blatant lies about my original installer when I told him I’d gotten complaints from my neighbors and I personally witnessed him struggling.
  
  ****** suggested I do something unethical. He did this, in my opinion, so no one would find out his measurements were wrong.
  
  I really hope we can take care of this in a civilized manner. Thank you

  

  Business Response

  Date: 10/08/2024

  Good Afternoon,
  In response to complaint number ********, filed by *** ****** ******** regarding the windows we installed on 9/27/2023, we want to assure you that we take all customer concerns seriously and strive to address them in a timely and efficient manner. Unfortunately, there are situations, such as working with third-party manufacturers, where timelines can be extended beyond our control.
  On 1/31/2024, *** ******** notified us of her concerns that two of the new windows were drafty and that she was hearing more traffic noise than before the windows were installed.
  Our service technician, ****** *****, scheduled an appointment to inspect and address *** ********** concerns. During his inspection, ****** determined that the sashes of the two slider windows were manufactured about 1/16 of an inch smaller than ordered, which was causing the windows not to seal properly.
  ****** informed *** ******** that he would contact the manufacturer to request that the sashes be re-manufactured to the correct size. He also assured her that, regardless of the manufacturer’s response, we would find a resolution to fix the issue.
  The following day, ****** contacted the manufacturer’s service department to express his concern and request new sashes that would fit and seal properly. Unfortunately, the manufacturer did not respond initially. After multiple phone calls and follow-ups, they finally agreed on 7/25/2024 to re-manufacture the sashes, with an estimated ship date of 8/26/2024.
  Once the new sashes arrived, our service technician Matthew scheduled a service appointment for 9/16/2024 to install the replacement sashes and resolve the issue. The work was completed while *** ******** was present, and she signed the service ticket confirming the completion of the work.
  Following the service, our original representative, *** ******, reached out to *** ******** to ensure she was fully satisfied with the resolution. *** ******** confirmed that she was satisfied with the outcome.
  In conclusion, we believe that AA Windows N Doors addressed and resolved *** ********** concerns as efficiently as possible, given the delays related to manufacturing, which were beyond our control.
  Thank you for your time and attention to this matter.
  Sincerely,
  AA Windows N Doors

  Customer Answer

  Date: 10/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  It was a long drawn out effort on my part to get AA Windows N Doors to install my new windows correctly. The person who mis-measured the windows in the first place recommended I do something unethical for a quick fix. This would have voided my warranty and I told him no, I wouldn’t do it. The owner of the business blatantly lied to me regarding an installer. They never returned calls, never got back to me. It was literally a whole year before I got the correct sized windows installed. I stated in my original complaint that I wanted a partial refund. That is what I want. I paid $15,700.00 for these windows I would like a partial refund of $500.00. I’m hoping the BBB can help me by mediating this request with the Company.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 10/14/2024

  Dear Better Business Bureau,
  In response to *** ********** complaint #********, we would like to provide further clarification on the matter:
  We acknowledge that it took longer than expected to convince the manufacturer of the issue with the two slider windows and to remanufacture the sash components for a better fit and seal.
  The original windows were measured and manufactured correctly for *** ********** home. However, the sash components within the windows were manufactured 1/16 of an inch off the required size for proper fit and seal. As a window installation company, we do not have control over the manufacturing or engineering process of the windows. When ****** initially visited *** ********** home, he explained that we would need to order new sashes with corrected specifications from the manufacturer to resolve the issue.
  We are unsure of the allegations regarding “lying” by our owner, **** *****, about our installer. The conversation between **** and *** ******** was about ****, the installer who worked on her home. **** mentioned that **** had left the company shortly after her project was completed. **** departed without prior notice to the company. Although it is sometimes the case that performance levels decline before an employee leaves a company, this was not the case for **** during *** ********** project.
  After reviewing our call logs and journal, we found that all calls were returned in a timely manner. It may occasionally take up to 24 hours to return calls, as our service technicians are often in the field throughout the day.
  Ms. Carnazzo first contacted us on January 31, 2024, regarding concerns with the two windows. After inspecting the windows, we identified the issue. Following several discussions, ****** was able to convince the manufacturer on July 25, 2024, to remanufacture the sashes. The sashes were produced and shipped during the week of August 26, 2024. Once they arrived, they were installed on September 16, 2024—less than nine months after *** ********** initial contact. Throughout this process, we had no control over the manufacturing timeline, as we are not the manufacturer. Our role as an installation company is to advocate for our customers and provide the best service possible.
  We believe AA Windows N Doors did everything within our capacity to resolve this matter efficiently. The extended delay was beyond our control, as we are not responsible for manufacturing errors. We remain committed to serving our customers and acting as their advocates when dealing with manufacturers.