ComplaintsforAnlin Windows and Doors

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had an accidental glass breakage on a patio slider. I contacted company and they are telling me 4-6 weeks maybe longer before they could remedy. I have children, this is urgent, dangerous condition. I have contacted third parties that could repair and remove hazard in less than a week. I would like the company to expedite and resolve.

  Business response

  07/18/2023

  Anlin reached out to Mr. ***** on 7/18/23 5:35pm and assured him that we have started a service request to service his door. Anlin informed him that the Scheduler will be reaching out to him next week to schedule the appointment once the replacement glass arrives to the Anlin facility. 

  ****** ********* Sr. Director of Services 

  Customer response

  07/19/2023

  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. ****** and I spoke and he is working to remedy the  situation and replace the glass as soon as possible. Thank you.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Mr. ****** came on January 13, 2023; went through his sales pitch on Anlin windows, plugged in a heat lamp and proved that Anlin Windows reduced heat. He told me I wouldn’t hear anything going on around me as well. He gave me a packet from Anlin showing that the windows reduced heat and up to 50% noise reduction. He took measurements, I gave him a deposit, texted Mr. ***** ****** of Arizona Wholesale Windows and Doors that I received approval. I finally got a text that installation would be March 20th. His crew showed up and installed the windows. I paid the rest of the bill totaling $5,499.00. I found several issues with the windows and texted him pictures on March 22nd. I then contacted Anlin Windows three times, finally found an order number on the bathroom window screen, which I left on a voicemail, and have not received a call back. I have not opened the windows, I can hear noise all around me, the freeway traffic at night through my bedroom window, and living room window. I have tried to get information on what series of windows I received, but Anlin won’t call me back. The finish is also coming off the living room window. The conclusion I can come to, along with that of another person is that the installation was improperly done and they were not sealed correctly. I am certain I did not receive the windows I agreed to purchase. All Mr. ****** put on the quote was high performance windows. No series name. I have a towel hanging over my kitchen window as it gets direct sun in the afternoon and my kitchen gets hot. I have an indoor/outdoor temperature gauge and put it on the window sill in the living room on 4/22/23 at 6:58 am. The outdoor temperature was 68 degrees. At 7:09 am it reached 76 degrees through my window. I am requesting that Anlin provide the series of windows installed and make this right. Also to confirm that Arizona Wholesale windows and doors are a approved installer of their product.

  Business response

  04/27/2023

  Per Customer's request, Anlin has contacted the Homeowner and provided the information requested:

  First: What "series" of product was manufactured for the **** residence. PANORAMIC series windows.

  Second: Is Arizona Wholesale Windows an authorized Anlin Dealer. YES

  Furthermore, Anlin has committed to sending a technician to the **** residence and confirm the efficiency of the glazing system within the product. Once this has been confirmed, if Homeowner expectations were not met, we strongly encourage the Homeowner to contact their Dealer for a further conversation.

   

   

   

  Customer response

  04/28/2023

  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.

  ******. This is in regards to compliant ********. I meant to thank the representative ****’s who was so kind and listened to me on Thursday 4/2723.  I explained my situation and he kindly has scheduled a inspection and testing of my windows. As a last resort I sent in a repair request and a gentleman called me and left a voicemail. I called back and spoke with ***** and he was terrific.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased Anlin's Catalina windows in January 2003 which were installed on March 6. The selling point was the lifetime warranty. Over the past 20 years, the windows all have issues, but our main concern is one single hung window that will not stay up. In order to get air, one must lift out the bottom pane. I've been calling Anlin windows service department at ###-###-#### and leaving messages since the 2nd week of February. I have not received a single call back. Yesterday I called their main number and asked to speak to the service department manager. She gave me his name (Chua Cha) and put me through to his line, where I left yet another message. He hasn't returned my call. What concerns me even more are the Yelp reviews that I just read this week, which show I am clearly not the only customer they are ignoring. I'm filing this complaint in hopes that you can determine what the problem is and get them to service those of us who purchased their products and need help. Thank you

  Business response

  03/09/2023

  ******,

  
  

  The Homeowner's statement is correct. Unfortunately, it is taking our Service department 2-3 weeks to return Homeowner phone calls. Choua *** (Service Manager) has spoken to the homeowner, and confirmed an appointment for next Monday March 13th, between 10am-12pm. Anlin will inspect and address any issues found during the inspection. This complaint is about timing and not Anlin's willingness to correct identified defects.

  
  

  Thank you 

  
  

  Customer response

  03/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 195****2, and find that this resolution is satisfactory to me.

  
  

  Yes, I'm very satisfied with the response.  Thank you for your assistance and to Mr. *** for finding a cancelation to address our concerns on Monday, March 13. 

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Residential Window ordered via Am****an Vision Window installed June 2021. Manufacturer defect in caused exterior glass to shatter and release all argon gas requiring a warranty replace/repair. Anlin notified via Am****an Vision Windows Nov 2022. Anlin has never responded to our warranty request. Anlin has given no timeline for replacement or repair. Anlin has not offered a refund.

  Business response

  02/15/2023

  ******,

  
  

  I checked with our Service department and they have this scheduled under warranty which means the Homeowner will not be charged for the glass replacement. I am not sure where the miscommunication came from, but this job will be scheduled as soon as possible. Due to the size of the glass unit, it requires 2 Technicians. Our Service department is trying their best to pull a Technician from another area of the state, but will take some time to adjust the schedule. Our Service department will be in contact with Mr. ******** so there is no misunderstanding about Anlin completing their job.

  
  

  Thank you 

  
  
  

  **** L. ****** VP Product Development

  
  

  Customer response

  02/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19***111, and find that this resolution is satisfactory to me.

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please see attachment for full complaint regarding damages to my home and how 80% of my new construction windows were defective upon receipt by the installer, yet still installed in my home. I sent this letter certified mail which was received by them on December 7, 2022. It's been over a month with no contact from them regarding resolution.

  Business response

  01/24/2023

  ******,

   

  I finally had a chance to review the following complaint. The first part of the complaint deals with Northwest exteriors and the communication on the timing of ****** Bianchi’s order. Back in July of 2022 the supply chain for our raw materials was very unstable and on time deliveries were rare. We could have done a much better job in communicating to Northwest Exteriors and the homeowner regarding the raw material shortage. This addresses the first part of her complaint which is more frustration than anything else.

   

  The second part of her complaint is the defective glass units, which were noticed after the protective film was removed. Again, I understand the Homeowners frustration with so many defective units and her concern regarding how defective product was not identified before it left our glass plant. Our Quality assurance team is investigating why and how this happened. We did send a service technician out to the residence to identify the units as well as determine the type of defects, which is needed by our Quality Assurance Team. We have committed to replacing all 12 units that were identified.

   

  Anlin will honor our warranty and correct the defective product as we are legally obligated and it’s the right thing to do. I am not sure if this will satisfy the Homeowner as it sounds like she wants a refund or some monetary settlement for her inconvenience. Anlin will not participate in refunds or discounts to Homeowners due to unfortunate circumstances. While Anlin would prefer a 100% satisfied Homeowner in every transaction, situations like this are part of business and all we can do is take corrective action, apologize, learn from it and become a better company.

   

  Thank you          

  Business response

  02/09/2023

  February 8^th, 2023

   

  ******,

  In response to ******’s comments on the second correspondence, Anlin takes exception to her comments and would like clarify her inaccurate statements. First, her comments about ongoing quality control and sub-par business practices are factually untrue. As I mentioned in my last correspondence, I understand ******’s frustration as her contractor she selected had some issue, then the product Anlin supplied also had quality issues, making her transaction unpleasant and inconvenient to say the least. However, according to the BBB records, over the last 12 months Anlin has had a total of 3 complaints. Considering Anlin supplies 30,000+ Homeowners product every year, I would challenge ******’s statement and would actually challenge ****** to find another window manufacturer with a record such as ours.

  Anlin also takes offense to her statement: This is far more than an “unfortunate circumstance”, this is negligence. Negligence implies a willful misconduct or disregard for proper conduct or standards. Anlin is the only 5 star rated window manufacturer that I am aware of and has maintained that rating for 20+ years. With the internet and social platforms, Anlin could not maintain a 5-star rating if negligence was a part of our business.

  As for her continued issues: Please see responses in red.

  1)      I paid $12,500 in good faith for quality windows and installation, 80% of which I have yet to receive. ****** ******* refused to let our Service department complete the replacement of the defective IG’s.

  2)      The damages to my home and poor caulking and trim work by the installers will all need to be repaired or replaced. This is an issue with ******’s contractor which she selected to perform the work. Anlin has nothing to do with the installation of the products.

  3)      I have had and will continue to have to take multiple days off work to meet people at my home regarding the inferior product received by Anlin. I've missed a week of work so far, and since I am still awaiting replacement for the 80% that were damaged, this will only increase. Again, our Serviced department has been in contact ready and willing to replace the IG’s but ****** has refused to schedule the work.

   

  Having clarified the facts, Anlin is willing to make a one-time Homeowner accommodation in the amount of $2,500 dollars. Anlin will keep its commitment to replace the defective IG’s and continue to honor the warranty. If this is satisfactory to ******, we expect ****** to allow our Service department to finish the job we started. We also expect ****** to refrain from inaccurate statements, saying negative or untrue things about the company, our products, practices, employees and management. If ****** declines this offer and refuses to allow our Service department to replace the defective IG’s, Anlin will consider this incident closed and will no longer contact ******.

   

  Thank you

  Customer response

  02/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 187***49, and find that this resolution is satisfactory to me.

  
  

  I accept this offer and have already left a message for ******* in the Service department to replace the defective glass. Please let me know how to proceed with the Homeowner Accommodation as offered of $2,500. 

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Anlin is the manufacture of the windows I purchased in March of 2020. Within that time they had to replace the sliding glass door 5 times. The first time was due to the wrong dog insert being installed and the following 4 times was due to bad workmanship from Anlin. All of these issues were caught by the installer and not by me. After having the new sliding door with the Anlin installed dog door in the glass for around 12 months, I was closing up the dog security insert in the door and the door exploded, causing glass to go everywhere. This door should not have broken by me closing the dog door, that is normal use for this door. I reached out to Anlin in hopes they would resolve the issue only to tell me this isn't a Lifetime accidental warranty door and that I need to contact a 3rd party and pay out of pocket to have the door repaired. My issue is that this wasn't an accident as this door was being used the way it was intended to be used, therefore this should be a manufacture defect. I submitted the email response to Anlin on 12-21-22 with no response. Warranty of fitness for normal use. A merchant seller makes an implied warranty of the merchantability of the goods sold. This warranty is in fact a larger set of warranties, the most important of which is that the goods are fit for the ordinary purposes for which they are sold.

  Business response

  01/13/2023

  ******,

   

  I am receipt of the complaint and have reviewed the customer complaint and events that took place. It does appear Anlin had sent the wrong color of pet door on the original order and then had some quality issues on the glass. While these things happen in the normal course of business, the real complaint is on the “replacement” IG of the glass that shattered. Tempered glass, also known as safety glass will shatter under normal circumstances but is a rare occasion.  Our warranty clearly states the “accidental glass breakage” coverage excludes “Tempered” glass. If Anlin did not have so many issues with this job, we would not warranty the glass. However, since we obviously caused frustration and inconvenience to the Homeowner, I believe it’s a fair request to have Anlin offer a replacement IG at no charge to the Homeowner.

   

  I will have our Service department reach out to the Homeowner and get the replacement glass ordered. This should satisfy the Homeowner.

   

  Thank you

  
  
  

  **** L. ****** VP Product Development

  
  

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered Anlin double pane windows through Harbor Construction. After the installation on 6/17/2022, I noticed that one of the rooms was noticabilty 4-5 degrees F more warm than previously compared to the rest of the rooms. Using an IR gun I was able to determine that the conection between the frame is significantly hotter, which led me to suspect the window was not machined properly or the seal is faulty. I contacted Harbor Construction on 7/1/2022 about a resolution who directed to Anlin for warranty of the defective XOX window the same day. Anlin came out to inspect the window on 7/8/2022 and only preceed to inspect the glass which was not faulty. When I questioned them about the frame the technicain took a picture and said he would text it to his boss and Anlin would get back to me which they did not. I called support on 7/14/2022 and thet told me they said the case was closed and the window was working as expected. When I again questioned them about only checking the glass I was told they would talk to the field supervisor who would call me by 7/18/2022, which again did not happen. When I called on 7/18/2022 I was told the case was forward to the production team and warranty was no longer in charge and they should get back to me within a week which again did not happen. As it stands Anlin is not honoring their warranty claim as they have failed to check the window adeqautely. I am requesting they check the window and service it properly as per their warranty. Per Harbor constructiont the window line is 8, order ****** for a 92x33 XOX window.

  Business response

  08/12/2022

  ******,

  Our sincere apologies for the late response. Please let me know if you have any questions.

  The concern this Homeowner has is actually very common, especially during the summer. The product is not defective and is working as designed.  I speculate during the in-home presentation, the Homeowner was shown a “heat lamp” demonstration, which consist of a heat lamp bulb, a 7” x 7” Insulated Glass unit with special heat reflective coating and a radiometer or BTU meter to show how much heat the glass coating blocks.  During the demo, the Homeowner can visually see the radiometer substantially slow down or the BTU meter decrease as the heat is blocked.  A large portion of the heat is blocked but radiant heat is still present. Therefore, the radiometer will still spin, just much slower. 

  As far as the vinyl frame which the Homeowner mentions, our certification is done as a complete unit, not individual components. Since vinyl is a different material, it will have a different efficiency rating from the glass. This explains why the Homeowner noticed a different reading from the vinyl versus the glass with the IR gun. When the vinyl and glass are joined together, the total unit (window) receives an overall efficiency rating. The window of concern is functioning as designed. There are numerous variables that contribute to a room reaching a higher temperature compared to other rooms.

  For example, if you had 2 identical rooms and 1 room has a window at 3’ x 5’ (15sq. ft.) and the other room has a window at 6’ x 4’ (24sq. ft.), the room with the larger window has a greater chance of reaching a higher temperature because the square footage is larger. If the walls have an efficiency rating of rating of R19 and the window has a rating of R4, the larger the area is of the R4 rating (less efficient) compared to the overall square footage of the wall, will increase the chance of a higher temperature. Other variables to consider are, hours exposed to the sun, west, east, south or north facing elevation, landscape, just to name a few. Typically, the rooms with the larger windows and direct sun exposure are the ones we encounter with a slightly higher temperature.

  We understand the Homeowners concern, however the product is performing to its designed rating. Unfortunately, for this 1 window, it did not meet the Homeowners expectations.

   

  Sincerely,

   

  Customer response

  08/12/2022

   I am rejecting this response because:
  
  I was never shown an in home demonstration, regarding the product. Anlin has been quick to reject claims, based on false information of projected performance from a sales representative which never occurred.

  The IR gun readings were done around the proposed Vinyl on parts of the window which are all the same material and not only the glass. The IR gun readings have been taken on different days and different times of day and still consistently read hotter. Further I have historical data of the room, and 3 other rooms regarding the temperature change pre and post window installation where the room consistently reads hotter after the installation of the window. Where the previous window was installed in 1985 when the unit was built and is single pane. Therefore it is difficult to accept that the windows performance is inferior to a single pane 1985 window, rather objectively with historical data from sensors and outside historical data matched I would believe the window is defected.

*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. ↩