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Complaint Details
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Initial Complaint
12/07/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
On August 14, 2023 I contracted with AWS, Llc to purchase and install 3 windows and 2 sliding doors in my condo - *** ***** **** ****** **** **** *********** **. Contract cost: $17,940. I subsequently met with AWS representative who measured windows and doors. At that meeting I specifically requested that the sliding doors be installed with the opening in a specific direction. The range for installing was 9/25/23 to 10/25/23. Window and doors installed on 10/27 and 10/28/23. On 10/27 After sliders installed I noticed that doors had been installed reversed to my request. I called AWS (860) 829-8043 on 10/27/23 and spoke to production dept. Regarding the issue. They then spoke to their installer ( Sergey) who was in my Condo and together we looked at the doors . He advised me to change them would cause a lot of damage. I have subsequently have had a number of contacts with AWS hoping to resolve the issue without success. My latest conversation was with Roland in the AWS production dept. who advised me since there is as no “ record” of my specific request to change the orientation of opening as I had originally requested at the Initial measurements meeting I would have to incur the cost of any necessary material as well as labor costs. Roland to send cost estimate via my email by 12/7/23 per agreement. I am seeking to have AWS LLC rectify their mistake without cost to me.
Business response
12/20/2023
Dear **** *****,
We sincerely apologize for the inconvenience you experienced during your recent window and sliding door installation. We appreciate your patience and understanding as we work to address this matter.
As discussed during our conversation on December 7th, we are committed to resolving the orientation issue with your sliding doors. Our team promptly completed the necessary service to correct the operation on December 12th, ensuring that the doors now align with your specific request.
Your satisfaction is of the utmost importance to us, and we value your business. If you have any further questions or concerns, please don't hesitate to reach out to our team. We are here to assist you.
Sincerely,
The AWS Team
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.