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:06/17/2025

  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.

  I bought a patio door years ago and the handle (lock) broke which was covered under warranty. All American Window and Door ordered the handle and I installed it. This year the handle (lock) broke again and in order to get the part you don't go through All American Window you have to go on line to the manufacturer website and fill out a form and submit pictures of the door. Once they get back to you I had to give them $20.00 for the shipping. I tried installing and it didn't work so I called All American Window and Door to get them to come out to install in which stated she would get back to me when someone is on the southside. I am 26.1 miles away from them. A week later I e-mailed them and called them and left a message but to no avail. Almost 2 weeks later I called and talked with the owner wondering why no one had called me and she stated they haven't been on the south side which again is only 26.1 miles away and in the mean time I have a patio door that doesn't lock. I asked if they treat all their customers like this and she finally stated "they can't fit my needs" and hung up.Their product is good. CUSTOMER SERVICE IS NOT.

  

  Business Response

  Date: 06/17/2025

  January 15, 2007, 18 years ago this patio door was installed.
  

  Sunday June 1, 2025 at 8:43 AM This customer submitted a service request to **** which read, Patio door lock broke. I received a new latch with lock from Great Lakes and tried to install but when trying to turn the lock it wouldnt turn. I would like to have the latch installed. Please call me at work during the day at XXXXX.
  

  Tuesday, June 3 at 10:45 AM our service department called him and offered to do the service the very next day, Wednesday June 4, 2025 to which he replied no because Im working and can only do it on my day off. Im off June 11 so what time can you be here?
  

  We told him we couldnt be there June 11th but we would call in the next few weeks to schedule a time that works.
  

  Tuesday, June 17, 2025 at 10:15 AM (two weeks later) he called us and demanded to know when we would be there as he expected us there immediately. When he was told we couldnt immediately, he became increasingly angry, offensive and threatening in tone and said that he would file a BBB Complaint immediately to get the BBB to force us to get there.
  

  We were not involved in this current 2025 2nd broken handle request as this customer did it directly with the manufacturer and paid them the $20 shipping charge to send it to his home and he attempted a DIY install. When that failed, he demanded that we fix it immediately. Once a customer attempts to repair, install or alter a factory product there is no longer a warranty.   
  

  OF NOTE: On March 4, 2013 this customer had a 1st broken patio door handle that was supplied to him by the manufacturer, free of charge,under warranty. March 18, 2013 (14 days later) the customer picked it up from our office and installed it himself.
  

  This customer has a documented history of boisterous,offensive or otherwise abusive conduct to our staff. We will not send a technician to fix his latch that he already may have broken again. 

• Initial Complaint

  Date:11/15/2023

  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 had All American Window & Door install 2 windows, an entry door and a storm door on 7/7/23. I only have a continuing problem with 1 window. The window was installed and everything looked ok at first. When the installers left I opened the windows wide open and that's when we noticed that both the left and right slider were both crooked. I called All American and they sent someone out to look and they decided it needed to be reinstalled. That appointment was on 8/12/23, the same installers came out and after they were done and left we noticed the sill wasn't sitting flush. Before they left I did look at their work and since the sliders when open and looked fairly straight I let them go. After they left and we were sitting in the living room we noticed the sill wasn't flush. I called on Monday and they sent someone out again. At first they were saying it wasn't a problem, then my husband pointed out that the outside profile didn't look right and the inside sash stops wouldn't open. Then he said he'd send out another crew to reinstall the window. They came out 11/3. On 1/8 it rained, we were not in the house at the time and on Thursday noticed that there was water on area between the 2 sliders inside the house, of course the outside channel. That water was about 1/2 deep and not draining. When I called they did send **** out to look, but told my husband that it was normal and condescendingly says "You know what a weep hole system is, don't you". Unfortunately voices were raised and **** left immediately. Once again when trying to understand what has happened we found another problem. The stationary window was not fully seated with the frame. There is daylight coming through where light should not come through. I called the office on Monday and left a message for ******. On Tuesday afternoon I called again. Once again he told me that it's normal for water to sit the inside of the window and if I knew what a weep hole system was and that I should ****** it. More....

  

  Business Response

  Date: 11/16/2023

  This diatribe complaint is in retaliation to a Certified letter sent to this woman and her husband (see below), after he attacked one of my staff while he attempted to explain how weep holes function in windows. Our only error in this was not calling the ****** Police immediately and having her husband arrested for battery and letting him see the windows inside a jail.
  
  To:       ProVia
  President and CEO ***********************
  2150 State Route 39
  ************** 44681
                                                                                                                            November 10, 2023
  
  Re:      ProVia Order #********
  
  
  Dear ****************,
              I am writing about the above Order,as my Production Supervisor, ******************* recently went to the customers home,located at ************************************************************************************, in response to water inside the track after a rather substantial rainstorm and he wanted to inspect the weep holes to assure himself that they were not clogged somehow.
  Background
  The customers, ***** and *******************, of the above address, have a demonstrated history of abusive conduct towards installation and service technicians, after purchasing a number of ProVia products and having them installed. A triple-slider, has been installed and re-installed twice more, just to aesthetically please them.  We have made every attempt to satisfy them and remain professional, despite their obstreperous attitudes.
              On November 8, 2023, ****** was experiencing rain, .43 inches, wind gusts up to 19 mph and 100% humidity for most of the day.  The customer called in the afternoon of November 9th, due to water in the window track and **** immediately went to the home.  He saw no water beyond the track,inside the home, whatsoever.  As he tried to explain to the customer that the water would drain out through the weep holes, ***************** seized the blinds from the window, shouted that his explanation was ********, flung the blinds at ****, who narrowly missed being struck by the blinds by ducking and immediately left the residence without further hesitation.
  Our Position
              Given the violent times we see today, when we send our technicians to homes, we do not envision them encountering combative or assaultive individuals such as this.  Our people are not armed with anything more than their charm and toolboxes.  If people are going to throw objects at our people, we reserve the right to cancel any service agreements with them, due to the safety concerns for our staff and technicians.  We will not, (emphasis added) place any of our people in positions where they may be harmed or in fear for their individual safety.
              We are advising these people that while they may have ProVia warranties, we will no longer service their windows due to the battery to ************** on November 9, 2023.  We will direct them to ProVia for service, if the Company wishes to further involve itself with these people and risk their own technicians.  All of the ProVia products function as they should and have been installed correctly and as outlined by ProVia standards and/or customary practices.
              If ProVia wishes us to continue to service its products for these people, we will require at least one professional security officer on-site, to assure the safety of my people and we will seek reimbursement from the Company or the customer as directed by the Company.        
              By copy of this letter, via Certified Mail, that we are notifying the customers that we are shedding service of their ProVia products for safety reasons, immediately.  These customers have proven themselves as threatening and assaultive, thereby voluntarily withdrawing themselves from any foreseeable obligation on our part.  We have never encountered a situation like this and hope to never see this happen again, but my staff and contractors are important.  ************** should have summoned the ****** Police, but refrained from doing so, until talking to me and our advising you of the seriousness of these peoples egregious conduct.
  I await your response.
  
  All American Window ***** Door ************************************************************************************** President ***** Owner
  N112W14880 *********,
  **********, ** 53022
  
  
  
  Cc:         Mr. ************************************** and *******************;  Certified Mail # ********************

  Customer Answer

  Date: 11/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *******************

  Customer Answer

  Date: 11/21/2023

  There was no offer made and reply was untrue.

  

  Business Response

  Date: 11/30/2023

  **SEE ATTACHED DOCUMENT**

  Customer Answer

  Date: 12/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As far as taking pictures of an incident that didn't happen...why would I? If I had known you would outright lie I would have recorded the incident.  

  As for the window, it is still not right, I can slide a dollar bill folded in half, 3 times, and it will easily slide from the space between stationary window and frame.  I don't think that is normal for a new window. Something is wrong and All American is refusing to accept responsibility for the real problems of this window.  Attached is a picture of the dollar bill. I have a video that shows it from start to finish. 

  I still need to have a window that is complete, does not have gaps, does not let air and water in and that is level. I don't think that is much to ask for from a professional window company.  I paid for a complete, professionally installed window... I do not have that.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:10/10/2022

  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.

  On April 12th, 2022, I contacted All American Windows and Doors about my defective bedroom window. I have a lifetime warranty on the windows that were installed. The All American representative said it would take several months to get the replacement window. I started calling about three months later and didn't get any answers after leaving messages several times. My son stopped at the store on September 9th. He was told All American no longer warranties the windows. I would have to call *********** Windows at **************. I did. They referred me to Plygem.com. I filled out the information on Plygem.com and nothing happened. Even if I ever get the replacement window which looks unlikely, All American will not install it. How can you advertise a lifetime warranty, still be in business and not honor it?

  

  Business Response

  Date: 10/18/2022

  The product has a lifetime warranty through the manufacturer, *********** Window/Plygem. We do not represent that manufacturer; however, that manufacturer still warranties their products. The manufacturer requests homeowners submit claims via telephone at ************* or through their online website at https://www.greatlakeswindow.com/why-***********-window/warranty-request/. 

  We will service the glass swap and have let the customer know to contact ** when they receive the glass from the manufacturer. 

  Customer Answer

  Date: 10/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

   

  Why did it take 5 months to find out I had to call and request a replacement window?  This only happened after my son went to the business and complained.  During a phone conversation, the man I spoke too said, we had to find our own installer if we ever got the replacement window.  Now All American claims they will install the replacement window.  What story do I believe?  As I said in the original complaint, I have called *************** number.  It's been a month and no action.  Winter is here.  I have a leaky window.  

  Customer Answer

  Date: 12/06/2022

  There has been no update on this complaint.  I have had no contact with All American Windows and Doors.

   

  ***************************

  

  Business Response

  Date: 12/07/2022

  Our response today is still the exact same as our original response. ***** MUST call or place a website warranty claim through the window manufacturer, *********** Window/Plygem. We are NOT allowed to do this for her as *********** Window/Plygem will not communicate with ** or ship products to ** anymore. They have changed their business model for warranty issues. ***** had her windows installed in ****, which is 21 years ago. Today she has a glass seal failure which the manufacturer is responsible to correct. Our hands are tied. She must continue to ****** *********** Wiindow/Plygem. 
  

  ORIGINAL RESPONSE: "The product has a lifetime warranty through the manufacturer, *********** Window/Plygem. We do not represent that manufacturer; however, that manufacturer still warranties their products. The manufacturer requests homeowners submit claims via telephone at ************* or through their online website at https://www.greatlakeswindow.com/why-***********-window/warranty-request/. 
  

  We will service the glass swap and have let the customer know to contact ** when they receive the glass from the manufacturer.' 

  Customer Answer

  Date: 12/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

   

  We have contacted ***********.  Our request for a replacement window has gone nowhere.

  Customer Answer

  Date: 12/07/2022

  I called the manufacturer using the phone number All American gave me.  The person answering the phone gave me an e-mail address to submit my claim.  I submitted the required information on their web site.  The only response I received from *********** was an auto reply acknowledging my request. My warranty request was originally submitted to All American in April.  It is now December and no replacement window.  I could have had an entire house built by now.