Complaints

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2/2022 we purchased High Impact windows for $30000 from A1 Windows in ************** after the salesman/owner, *** ***** came to our house on ************************************************************************ and demonstrated several products they were selling , gave pricing info and recommended the product we eventually purchased. The installation was in 10/2022.We now are observing condensation and dirt building up in the argon-gas filled space on 4 sliding doors, This would indicate a gas leak and the windows not working properly. We have been trying to contact the company many times since September leaving several messages weekly incl. to *** ***** but only had one returned by *** ***** who left a voicemail and he never responded again to our immediate return call.We also filed a work order online as required by the company, NO response. We sent 3 emails to the customer service department explaining the issue, NO response. At this time we believe that the company has no interest in resolving or addressing the issues, we are being brushed off as senior citizens after the sale was finalized. The company must not stand behind their product or attempt to fulfill warranties on the product with the manufacturer.This issue is causing us great distress. We are looking at the sliding doors we spent a great deal of money on just 2 years ago daily and now they are malfunctioning in their intent. This was a big investment into our home which we are actually wanting to sell in the near future but the state of the doors will impact the sale. We understand that the ********** did not make the windows but did sell us the product and now are not willing to address any possible manufacturer defects 2 years later. These windows should last decades, not a couple of years. As customers we feel totally unappreciated and lied to about their customer service for their products. It seems that this company just simply hopes we will go away if they stay silent.

  

  Business response

  11/07/2024

  We're troubled that anyone may feel overlooked, especially under circumstances where they feel it might be due to their senior status. This truly concerns us, and we want to address these feelings with the respect and care they deserve.
  
  We hope to offer some clarity around the series of events.
  
  We did receive a Service Request Form for Dirty Film covering glass between panes on 9/30, the Monday after ******. At that time, we were working to prioritize hurricane-related requests over non-hazardous issues. 
  
  On Friday 10/3, a technician spoke directly with husband explaining that glass likely has argon leak, which relates to energy efficiency not structural/safety, and first step in process is getting photos and dimensions. Since the stickers with that information werent available on the doors for the homeowner to provide to us to begin the warranty claim with the factory, he would check with office about arranging a service appointment to gather that information and take pictures for them.
  
  Over the weekend, all of ********* began scrambling in preparation for ******. By Monday, our field workers were securing active job sites and our office closed in the early afternoon. We left out-of-office messages on both voicemail and email with the specific wording, anticipating uncertainty about the approaching storm: We will resume normal operations as soon as conditions permit. 
  
  Unfortunately, we werent fully operational until 10/22/24 when all power, phones and internet were finally restored and functioning correctly. We were still working to make sure ****** damage was addressed, and now we were almost 2 weeks behind in addressing ****** damage. Again, they were forced to prioritize storm-related and hazardous conditions above others. Still, *** tried to connect and left a voicemail on Wednesday 10/23 and unfortunately missed their return call the following day. 
  
  The homeowners did leave messages for others, and we apologize for not providing an update. We made mistakes not intentionally, but out of internal miscommunications which then resulted in a 4-day delay in responding (2 business days). On Monday 10/28, ***** sent an email in an effort to coordinate an appointment as intended before ******. 
  
  ### attached email
  
  From: *****, A1 Windows & Doors 
  Date: Monday, October 28, 2024 at 5:09?PM 
  To: ****************************************** 
  Cc: ***, A1 Windows & Doors 
  Subject: Foggy Glass in Sliding Glass Doors 
  Ulie and ****, we are terribly sorry for the delay in communicating. Our internet and phone services were not turned back on until last Tuesday, and we have been trying to catch up with the storm damage service calls. 
  We can schedule a technician to come out next week to take pictures of your glass so we can put in a warranty claim for the correct panels. Is there a particular day and time that is convenient for you? 
  
  Thanks Chuck 
  A1 Windows and Doors 
  ************
  
  ###
  
  We had always intended to address this service request by assisting the homeowners by gathering the information for them so a warranty claim can be made with the factory. Were sorry for the stress and inconvenience to the homeowners from our inability to resolve this earlier. And hope that they understand, while some of the delay was indeed our fault much of it was out of our control.

   

  Customer response

  11/08/2024

   
  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

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A-1 installed sliding doors and windows in ************* window did not fit. I have a large opening where the window is supposed to be. For months they told me it would be a couple of weeks then they quit returning calls. When you do call you get a call center. I went to their address nd it is just a warehouse with no one working. I am having my kitchen remodeled and they cannot proceed without this window. In addition they never completed the inspection and installation of the other doors and windows

  Customer response

  11/09/2023

   
  Better Business Bureau:
  
  I have recently heard from the company. They have agreed to deliver the window the week of November 23rd. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have experienced problems with our sliding glass door every since it was installed. After the initial installation they came out multiple times. We are snowbirds so we would contact them again when we come back to *******. In the Spring of 2022, we contacted them again and did not hear back from them until 6 months later when we were back in ********. We have again been trying to reach them since we arrived back in November 2022. We cannot get anyone to respond to our requests for help. My husband has left messages, we have used their website portal, and also sent emails. Current problems:Our sliding doors are leaking underneath them. Our screens are deteriorating Kitchen window is foggy ***********************

  

  Business response

  04/02/2023

  
  We're sorry to have caused our clients this frustration and are in the process of correcting this.
  
  Manager met with clients onsite. Client approved a plan to address each item, including removal and reinstallation of existing door. Orders were since placed for:
  Custom product to be installed with door
  Glass to replace fogging window glass
  Replacement window screens
  
  Client agreed that work will be completed at one time once all items are received. We'll be providing client dates when they become available.  In the event client must leave the area before everything is delivered, their son could be available to give us access to the property to perform the work. 

  Customer response

  04/03/2023

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

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  GK I WOULD NOT HIRE A-1 WINDOWS & DOORS. THEY ARE INCOMPETANT AND LIARS. I *****ED WINDOWS LAST OCTOBER AND AND THEY SAID IT WOULD *********** MONTHS FOR DELIVERY THEY ALSO NEEDED 50% DOWN TO ***** THE WINDOWS WHICH I THOUGHT WAS RIDICULOUS . I GOT THIS COMPANY FROM MY NEIGHBOR WHO RECOMMNEDED A-1 WINDOWS WHO WAS ON THE ***** IN OUR ASSOCIATION. I THOUGHT THEY HAD TO BE GOOD NOT THE ***** I DEALT WITH *********** SALESMAN ON THE TRANSACTION HE SAID THE DELIVERY AND INSTALLATION WITH PERMITS WHICH I GOT THAT COST ME $537.22 TOO. HE REQUIRED $11,582.34 DEPOSIT ALSO. I GOT A CALL FROM *** **** THAT THEWRE WOULD BE A DELAY IN INSTALLATION COULD NOT GET TO IT TIL APRIL SOMETIME AND WOULD NOT GIVE ME DEFINITE DATE . I SAID I WILL BE GOING HOME APRIL 1ST AND I SAID HOLD THE WINDOWS UNTIL I GET BACK IN NOVEMBER AND HE SAID CANNOT DO THAT DO NOT HAVE A WARE HOUSE . HE SAID I WILL GET BACK TO YOU. IN THE MEANTIME ***** THE OFFICE MGR NICE LADY SAID I AM ABLE TO GET THEM IN BY MARCH 13 I SAID FINE. SO IN THE MEAN TIME THEY WERE INSTALLING *** MY NEIGHBORS WINDOWS A WEEK EARLIER. HE TOLD ME A-1 WINDOWS DAMAGE THE DRYBIT AROUND THE SLIDING DOORS AND DAMAGED THE DOOR IN TRANSPORT AND *** THE SALEMAN WAS GIVING HIM TROUBLE IN FIXING THE PROBLEM. I CALLED *** AND SAID I DO NOT WANT GO THROUGH THE SAME HEADACHE MAKE SURE TO MAKE NOTE OF THE PROBLEM TO TRY TO ELIMINATE THEM BEFORE YOU DELIVER MINE. HE SAID WELL WE CANNOT GUARANTEE NOT DAMAGING THE DRYBIT ON INSTALLATION I SAID I EXPECT YOU TO REPAIR ANY DAMAGES AND HE SAID HE WOULD NOT . HE SAID TO ME I AM CANCELLING YOUR ***** AND WILL NOT DO ANYMORE INSTALLATION IN MY BUILDING BAYVIEW CONDOS AND HE SAID I WILL SEND YOUR DEPOSIT BACK WHICH I AGREED TO. BUT THERE IS ONE MORE ISSUE I NEED TO SETTLE HE CANCELLED THE ***** AND SINCE HE CANCELLED THE ***** HE NEEDS TO REFUND MY $537.22 PERMIT FEE THAT I PAID FOR. PLEASE LOOK INTO THIS MATTER TO GET IT RESOLVED. THANK YOU *****************************

  

  Business response

  03/21/2023

  Requested Resolution: Refund of Permit Fee. 
  The Homeowner received and replied to an email that his Deposit was to be refunded. Another email was sent the next business day with the subject Deposit Refund Confirmation, containing the transfer confirmation number. No one at company received any calls or emails from the Homeowner after this to indicate that he had expected to be refunding his deposit as well as the money spent to secure his permit. If he had asked, he would have been refunded for the permit fees immediately as well. As of the date of this response, Full Permit Fees refund has been processed. Confirmation attached.
  
  Complaint Involves stated: Repair Issues. 
  We have not done any work at this home. All work referenced was done at a neighbors unit. This Homeowner was informed of the process as well as some unavoidable complications via email. When we could not guarantee any of the things presented in the email would not occur at his installation, the Homeowner chose to be refunded (notification provided to A1 in voicemail & email); as a result, his installation was cancelled. 
  
  Below is a 1st person account, from the neighbor (and President of the *** Board), of the damage and repair referenced in an email the neighbor sent about his project to this and another homeowner, who we have scheduled for installation in the same condo building. Printout is included with this response for verification of name/address. We feel this best clarifies A1s overall intentions and demonstrates a positive resolution with the neighbor that this Homeowner could have likewise expected. It also provides insight into the complainants perception of other events and claims as portrayed.
  
  If there is any other information or supporting documents, please let us know.
  
  Neighbors group email:
  
  From: XXXX
  Date: Saturday, March 11, 2023 at 10:22 AM
  To: XXXX, XXXX, *** ***** A1 Windows & Doors <****************>
  Subject: Re: A-1 Windows Company
  XXXX / XXXX -
  
  I want to offer both of you a clarification to my email I sent you yesterday. I've added *********** to the communication since I learned that XXXX forwarded my email to *** at A1. All of the items that I listed are out of A1's control when it comes to the work at hand. The dust, noise, factory QC and required crane lift are inherent in any project like this and I was providing you with a heads up regarding the work and process related to the window and door replacement so that you would know better how to prepare for the work ahead of your installation.  I also want to correct the last bullet in my email where I used the term "shutting down the job" which is not accurate after I re-read what I wrote.  I spoke about an issue I noticed with the lead installer and I emailed *********** photos of my concern. The project lead handled my concern and reviewed it with the installer and *** called me after he received my email. *** also spoke with the project lead.  I did not shut down the project work and in the end we are very happy with the work that was performed by A1 and are very pleased with the product. Issues pop up on every project and A1 has handled every one of those for us.
  
  Going forward, I believe that A1 would be the right company to use at this condo for window and door replacements because they now know how the existing PGT windows and doors were installed and how best to remove them to limit damage to the building facade.  It is a very tough process especially when they have windows that are not over a balcony but are instead 6 stories above the ground. There are a lot of window companies that will not work at condo's for this reason.
  
  The A1 installation team did a great job here and both XXXX and I are very pleased with the end result. I would recommend them any time. Sorry for any confusion the wording in my email may have caused. Just wanted to make sure that was corrected and you both understood that my comments were meant to help you prepare for the project and the work that is required with the replacements. You will enjoy the enhanced windows and doors. They are far better than what was existing in our condo units.
  
  XXXX, P.E.
  XXXX
  XXXX, FL XXXX

  Customer response

  03/22/2023

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

*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. ↩