ComplaintsforAmerican Impact Windows & Doors, LLC

• Initial Complaint

  04/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid deposit of $16450 in November 2023 and the company promised to install the windows in January 2024. Since January Im calling few times a week, first they saying about some delays but now they just telling me that everyone is on lunch or meeting and they call me back and its never happened

  

  Business response

  05/03/2024

  This contract was signed for a building in ***********, our contract states that we need to pull a permit first and get homeowners association approval before materials are ordered. If you call and speak with ******* he can give you an update on the *** and ***** can give you an update on the permit. 

  Customer response

  05/03/2024

   
  Complaint: 21646233
  
  I am rejecting this response because: I was promised that I will get windows by end of January. Now is **** no windows. Since January I was calling few times a week and as we know i still have no windows 
  
  Sincerely,
  
  ***************************

  

  Business response

  05/22/2024

  If you call our office, our customer service department will give you an update or if you leave a message they will call you back within 24 hours with an update.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired this company on November 17, 2023 with a 8-10 week turn around time. After we reached 8 weeks we called to see what the update was and they said they were getting in touch with our association. After the 10 weeks we called again and it was another excuse with the association which we called and they said they had just spoken to them. Upon reading our contract it said it can take ***** weeks so we gave it more time. Every time we call they dont give you an answer as to when the doors will be installed. Its now been 20 weeks and we still dont have our doors and they wont refund us.

  

  Business response

  05/03/2024

  Our contracts state that no material can be ordered without homeowners association approval. We received the association approval in March and material was ordered shorty thereafter. 

  Customer response

  05/04/2024

   
  Complaint: 21544545
  
  I am rejecting this response because: We placed the order for our doors in November and it took over 3 months to contact our association which was way over the time your contract states that work would be completed. Even if the work takes longer than expected it should not have taken 15 weeks to get in contact with our association. At no point during those 15 weeks did anyone reach out to let us know they havent spoken to our association despite us contacting the company over 3 times for an update during those 15 weeks. 
  
  Sincerely,
  
  *****************************

  

  Business response

  05/06/2024

  We did not take 3 months to reach out to the **** we got the approval in 3 months.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed a contract on 12/11/23 for a new roof and tie downs. The contract required a 50% deposit which was paid. The contractor is required to obtain all permits. The contractor submitted all drawings for ************* building permit #WM24-000342. The permit is currently denied for lack of payment of the permit fee of $1038.10. It has been in this status for a few weeks now. Every time I call, ******** in the roofing department says she will look into it and will call back. She has never called back. I emailed my sales representative and she refers me to Madelain. I am under a deadline. I have a My Safe ******* Home ***** that will reimburse me for $10,000 of the roof cost. The ***** expires on 7/1/24 and I have to have everything completed or I will lose the *****. I have also opened a complaint with My Safe ******* Home as well.

  

  Business response

  04/02/2024

  Unfortunately, the customer has neglected to add that there were issues with the permitting process which caused the delays.  The fees for the permit were not paid until all issues were resolved.  We are now moving forward and should be completing the job before the end of April.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This transaction started in Oct 2023, I paid in Jan 2024. The finance company released ********* and there was an agreement to send the windows for me to install them. ****************** has closed as job finished. I never got the windows (product). I need a complete refund at this point. An employee from ****************** threatened to put a lien on my house. this was before they got the money. It is almost 3 months and now windows Thank you,***************************

  

  Business response

  03/14/2024

  ************** has incorrectly outlined the facts.  he signed a contract and then after we placed the order for his ************** decided that he wanted to cancel and do a new roof.  Normally we would allow this change but the windows were already on order and we could not stop them from fabricating.

  ************** refused to move forward which created delays and with us finally being forced to place a **** on his property. it was at this point that he agreed to accept the product which was in our warehouse.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I SIGNED A CONTRACT WITH AWD ON 9/23 & TO DATE 3/11/24, I HAVE RECEIVED NOTHING BUT EXCUSES AS TO WHY MY JOB IS NOT COMPLETED. EVERY TIME I CALL I GET A DIFFERENT EXCUSE; THE *** NOT PROVIDING AN EDA OF PRODUCT, *** ONLY COMPLETING HALF THE WORK REQST'D, STILL WAITING ON *** TO PROVIDE UPDATE ON EDA FOR PRODUCT, ETC ETC. THEY DID NOT ORDER THE PERMIT UNTIL DEC. WHEN ASKED WHY THEY GAVE ME ANOTHER EXCUSE. IN FEB 2024, AFTER I CONTACTED THE BUILDING/PERMIT ***** AWD REACHED OUT TO ME TO LET ME KNOW THEY NEEDED TO COME RE-MEASURE BECAUSE THEY MADE MISTAKES & DIDN'T PROVIDE A SITE PLAN AS THEY WERE SUPPOSED TO FROM THE BEGINING. I HAVE LEFT SEVERAL MESSAGES FOR *************************, THE SUPPOSED ************** OF THE COMPANY TO CALL ******** STILL WAITING FOR A CALL BACK. EVERY TIME I RQST TO SPEAK WITH HIM, OR ASK HE CALL ME BACK, I AM GIVEN AN EXCUSE AS TO WHY HE CAN'T. **** ONLY SHOWED HIS FACE AFTER AWD HOUNDED ME TO ALLOW HIM INTO MY HOME, WHEN I DIDN'T SIGN WITH THEIR COMPANY TO CONVINCE ME TO SIGN WITH THEM. HE MADE PROMISES HE HASN'T KEPT & EVEN SHOWED PICS OF PEOPLE WHO SUPPOSEDLY WON" RAFFLES FOR $$$ FOR INSTALLATION ETC, OF WHICH I KNOW IS JUST A GIMMICK TO GET PEOPLE TO SIGN. WORSE PART IS THAT THE COMPANY TOOK ALL FUNDS UP FRONT WITHOUT MY KNOWLEDGE OR AUTHORIZATION FROM THE LOAN I RECEIVED WITH SYNCHRONY, FOR WHICH I AM PAYING ON, IN ORDER TO NOT RUIN MY CREDIT, WHEN THEY ARE ONLY SUPPOSED TO GET A PORTION TO BEGIN WORK, & ONCE COMPLETED, RECEIVE THE REST OF THE ****** IT IS APPARENT THEY HAVE NO INTENTIONS TO COMPLETE THE ********* ARE CLOSE TO HURRICANE SEASON. I WOULDN'T RECOMMEND THIS COMPANY TO ANYONE. THEY ARE ONLY INTERESTED IN OBTAINING THE $$ & NOT DOING THE **** AFTER READING THE OTHER COMPLAINTS IT IS OBVIOUS THAT THEY RESPOND WITH BS REASONS/EXCUSES TO ALL COMPLAINTS. I TRUST THIS WILL GET RESOLVED BY THE END OF MARCH OR I GET A COMPLETE ************* CAN KEEP THEIR WINDOWS. I ALSO DON'T KNOW IF THE "LIFETIME WARRANTY" **** TOLD ME ABOUT, IS TRUE.

  

  Business response

  03/14/2024

  On 9/25 your contract was signed.

  On 10/17 the engineering site plan and *** documents were completed and ready for final review and submission to your HOA.

  On 11/7 we recieved your HOA approval

  On 11/17 we placed your order for fabrication

  On 2/9/24 your order was completed but the manufacturer had issues with locating the entire order due to internal production issues. We informed you of the delay and have been working with the manufacturer to correct issue.

  As of today (3/14/24) your complete order has been identified and is scheduled to arrive in our warehouse before 3/22/24.

  As for the money we received from synchrony bank, it was clearly identified to you that a 50% deposit would be requested from synchrony. You signed a financial sales slip agreeing to this deposit.

  Customer response

  03/30/2024

  I am trying to respond to the response just received regarding my complaint.  I am NOT satisfied with the response from AWD as they do not state complete and concrete information.  They did not provide a correct site plan to the county nor did they request the permit for the work until December.  On February 16th I went to the county to confirm if the permit had been opened and that is when I received the information regarding the company NOT requesting the permit for the work immediately as they are supposed once they have the documents necessary to do so.  Per AWD response this was in Oct and they did not open the permit at that time. On February 14th ***** came to remeasure because the site plan provided to the County in Dec was done incorrectly.  If they received the delivery of product prior to March 22, why is it that I only received a call on the 27th to inform me that they had the product?  Regarding the contract and the money they paid themselves, the contract specifically states that ONLY 50% would be provided to begin the process, yet they collected the entire amount of $11,400 from Synchrony who was surprised when I spoke to them that the work had not even been started and NO installations had been done nor completed.  THAT IS A BREACH OF CONTRACT.  Thankfully, because of my complaints etc, ***** who I spoke to about the installations was willing to assist me in getting that done only today as I write this.  HOWEVER, because of all the discrepancies on the part of AWD and the fact that they breached contract, I still request a 20% discount immediately, and trust that they will request the final inspections and closure of permit on a timely manner without more hesitations nor excuses. Still to date I have not received a call back from ************************* who was that one that sat with me to sign the contract, after many attempts to speak with him.  

  

  Business response

  04/02/2024

  Unfortunately we do not agree with this customer on the facts stated.  As of 4/2/2024 her windows have been installed and the minor issues encountered during the installation have been or are being resolved as promised with our installation guarantee and lifetime warranty. 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction Date: October 6th, 2024.Project completion dates: from December 2023- January 2024.they have not responded to get my refund back. they claim one of the owners will contact me however I have not gotten a callback. I do not mind getting the project completed however, it cannot be past March 9th, 2024. I have given them multiple chances and got no response. i want my full refund back.technically, for personal matters, I have to wait until next year in when prices will have increased, shame on them.

  

  Business response

  03/05/2024

  Hello *******, 

  You have a signed contract that states you only have a 3 day right to cancel. Your material is ready we are just waiting on shipment from the manufacturer. If you need further information please contact us at ********************.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have not completed the job and it has been over a month. They are not being responsive to my calls and I keep getting excuses as to why they havent finished the job. Also, the work promised (replacing flat roof) has not been started. They have also over charged me for the job.

  

  Business response

  02/27/2024

  Hello *****, 

  Who have you tried reaching out to? Phones are always answered here and we respond. 

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/16/22 I was given a quote for impact sliders. We did not sign the initial quote. When we re-engaged with the company we were given a new quote that was $2,000 higher (on 5/11/22) we signed this quote and placed our 50% deposit on or around 5/12/22. The company took a very long time getting engineering work completed, but once done, we continued the process of getting HOA approval and x-raying the concrete, which was completed on 3/30/2023. Since then, I have repeatedly reached out to American Impact to get on the schedule for installation. I receive no returned calls or returned emails. In November 2023, I finally requested a refund of my deposit of $7,132.83. The company did not reply via phone or email, despite my repeated calls and emails asking for a refund. As of 2/6/24, I have still not had a response from American Impact. I spoke to a salesperson named ****** who told me that "Both owners are in meetings with lines around the hall" but that one would call me back today. I am waiting for that call and my deposit. My next step will be contacting our attorney.

  

  Business response

  02/27/2024

  ********, 

  The owner of the company sent you an email so this is incorrect information.

  Customer response

  02/28/2024

   
  Complaint: 21253699
  
  I am rejecting this response because:  I did not receive an email from the owner, as stated in the response from the business.  Nor have I received any reimbursements, which were promised by the owner weeks ago.  "The check is in the mail".  This is false.  I have not received my money back.  I am still looking for my refund.
  
  Sincerely,
  
  ************************* **********

  

  Business response

  03/14/2024

  As we explained to the customer the process with *********** is a long process and is very often filled with delays from the city and building department.  Even so, we have been in contact with the customer and have agreed to a refund for a portion of the deposit.

  Customer response

  03/18/2024

   
  Complaint: 21253699
  
  I am rejecting this response because:

  I have spoken with the owner, who agreed to a full refund of my deposit over a month ago, after calling your company for over a year.  He promised a check would be mailed that day.  It never happened.  I have never received the FULL DEPOSIT AMOUNT which was promised.  Please mail the check to my address in *********** ASAP.  This is insane.  My neighbors complained of the same problem, and they had to go in person to your office to get the refund.  Please advise when check has been mailed with date, and check number for the full deposit amount as promised by the owner.
  
  Sincerely,
  
  ************************* Pogozalski

  

  Business response

  03/19/2024

  A refund has been issued but the customer provided us with an alternate address other than the contract address.  

  Customer response

  03/22/2024

   
  Complaint: 21253699
  
  I am rejecting this response because:

  I provided my address in ********** over two months ago.  I have been in ***** for the last month.  The check was never sent to **********, which is why I am requesting the refund again, for the full amount, and for it to be sent to my address in ***** where I am now.  Please confirm that the check has been mailed, check number, and date on check.
  
  Sincerely,
  
  ************************* Pogozalski

  

  Business response

  04/09/2024

  Yes, check was mailed but they never received it. Her husband came by today and a new check was issued check # *****

• Initial Complaint

  01/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We contracted with American Windows and Doors in September 2023. Our total price for installing impact windows was $15,500. We placed a deposit down for half that amount. The contract was signed with the understanding that the windows would be placed on rush order.After that, I constantly had to reach out to them to obtain updates on my windows. In December 2023, I was told that my windows were ready to be installed by the end of January. After numerous other attempts to receive updates on an installation date, I received a generic email telling me of production issues with no resolution in the near future. I asked them to cancel my contract due to this and their lack of customer service. It has now been 8 days and numerous phone calls and emails and I cannot get anyone to respond to me. If you look at their ****** reviews in the last 3 months alone, they have gone down hill drastically. I simply wish to receive my deposit back and the contract cancelled.

  

  Business response

  01/30/2024

  Hello, 

  We have been communicative, and updating as we know. Your order should be completed any day now and as soon as it is we will call you to schedule your installation.

• Initial Complaint

  01/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I spent $26,339.94 on windows and doors, on the Jan of 2021. After much delays in manufacturing, the products were installed in May of that year. Despite the delays, I was happy with the product and satisfied with my purchase. A couple of months later, one of three doors failed. The door was stuck in the locked position and could not be used. I contacted American Impact Windows for repairs and the were able to resolve the issue. Less than a year later the front door failed. However, this time, its taking them months to repair the door. After the extensive delay they stopped taking my calls and stopped responding to emails.

  

  Business response

  01/16/2024

  We have not stopped answering calls or emails, we are waiting for parts to arrive in order to make the repairs. We went out to the project and determined that special parts are needed for these repairs. Once they arrive we will call you to schedule those repairs.

  Customer response

  01/16/2024

   
  Complaint: 21143589
  
  I am rejecting this response because: At this point, I want the doors replaced. Ive been waiting for parts (for my front door) since Nov. 11th. This is the second door to fail and its very inconvenient to wait for parts and enter and exit a home from the back and side door for two months. 
  
  Sincerely,
  
  *********************

  

  Business response

  01/17/2024

  Unfortunately parts get back ordered and take time to arrive and this is out of our control.

*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. ↩