ComplaintsforAmerican Impact Windows & Doors, LLC

• 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.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We signed contract with American Impact Windows and Doors in May 2022, with an initial completion target of July 2022. Supposedly manufacturing Delays pushed the project to October, then due to supposed manufacturer issues again, they intended to switch manufacturers. Despite agreeing, installation dates were repeatedly postponed to December, February, and eventually March. In March, the owner revealed the order was never placed due to manufacturing problems being non-existent. Concerned, we requested a refund serval times, but the owner refused. After much delay, the order was eventually placed, and items arrived in April, with installation commencing between late May and early June 2023. The installation revealed numerous issues, and the job remains incomplete, with no contact from the company for over a month. Today, they unexpectedly requested another payment. This experience has left me feeling the company may be involved in fraudulent activities, and has consistently misled multiple clients about manufacturing delays.

  

  Business response

  08/15/2023

  As per the contract 25% is due upon material delivery. Material delivery has been made and all systems have been installed. The client has denied access to our workers several times since completing the installation not allowing us to complete the last details of the job. We ask that he client pay the 25% as per the contract. 

  Customer response

  08/17/2023

   
  Complaint: 20448732
  
  I am rejecting this response because:
  
  Subject: Serious Concerns Regarding Contract and Installation
  
  
  We signed a contract in April of 2022, stipulating that installation would be completed by July 2022. Unfortunately, the process has not proceeded as anticipated.
  
  
  Communication breakdowns have been a recurring issue. There were instances where you informed us of manufacturing delays mere weeks before the installation dates. However, upon investigation, we discovered that our order was never placed with **************, rendering the manufacturing delay explanation and contract invalid. Furthermore, the offer to switch manufacturers was confirmed with us but the products from ECO were not (as they are now same quite or specifications, causing confusion more and uncertainty.
  
  
  Delays in installation have been frequent and protracted. We were informed that installation could occur in January or early February 2023, but this timeline was not adhered to. Subsequent installation date changes were communicated without adequate justification or transparency.
  
  
  The quality of workmanship has been another significant concern. The installation took well over the promised one week, and the completed work is subpar. The windows are leaking, and multiple issues have surfaced with the sliding door installation and frames. This substandard workmanship raises questions about compliance with inspection and state/city requirements.
  
  
  We must also address the matter of access to the property. Our property is not an open construction site, and as we previously communicated, we require prior notice to facilitate access. Sending employees to the property without prior arrangement is untenable and disruptive.
  
  
  Given these ongoing issues, we cannot proceed with payment as we have lost confidence in the execution and management of this project. The initial breach of contract, repeated misinformation, continued lies and concerns about work quality have eroded our trust. We cannot, in good faith, release payment while these issues persist.
  
  
  We sincerely hope that these issues can be resolved amicably and promptly. We remain open to constructive dialogue and finding a solution that is fair and equitable for both parties. However, until these matters are appropriately addressed, we cannot move forward with payment.
  

  
  Sincerely,
  
  ******* & *****************************

  

  Business response

  09/06/2023

  Unfortunately, we have not been able to reach a resolution with the client. All of their issues and concerns can be remedied if they pay as per the contract and allow us to complete the project. At this time they are denying payment and access to the property. 

  Customer response

  09/10/2023

   
  Complaint: 20448732
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* & *****************************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract signed 10/28/2021, for delivery and installation of new hurricane/impact glass windows and doors by April, 2022. The required payments of the deposit as per agreement was paid on January, 2022, totaling $ *********. The first of the many delivery and installation dates provided was April, 2022. Regrettably, delivery had failed on this and four other separate occasions, and no acceptable explanation has been provided for these delays. After more than one year of the initial delivery date, I request that refund of $ *********, plus 1.5% per month (13 months = $ 2,2340.00) for a total of $ *********. This adjustment ensures that I am compensated adequately for the delay and inconvenience caused by the failure to fulfill the contractual obligations.

  

  Business response

  06/06/2023

  We truly apologize for all the delays that have been out of our control. Unfortunately, a refund is not an option as the deposit has already been paid to the manufacturer. We are pushing for the products as much as possible and hope to complete the project soon. 

  Customer response

  06/11/2023

   
  Complaint: 20122963
  

  If this offer was to be taken seriously, at the least, I would need evidence in writing on that payment and firm communication from the manufacturer on when this will be delivered.

  A written communication guaranteeing a limited timeframe for delivery and installation of the windows was promised by American Impact Windows when I personally visited their offices in April 2023. No such letter was ever delivered.

  
  Therefore, I am rejecting this response because:
  

  
  Sincerely,
  
  *******************************

  

  Business response

  06/22/2023

  The manufacturer confirmed that they are approaching the completion stages. We are scheduled to receive the systems within the next few weeks and we will close out this project soon after. 

  Customer response

  06/23/2023

   
  Complaint: 20122963
  
  I am rejecting this response because: *********** has been promised to be delivered 'within a few weeks' several times before. Weeks turned into years and service has never been provided. As expressed before, no guarantee is being given and the vendor has lost complete credibility.

  We are no longer waiting weeks, nor months, nor years.

  
  Sincerely,
  
  *******************************

  

  Business response

  06/30/2023

  Attached is the order confirmation showing the *** of July 11th which is less than two weeks from now. As the attachment shows 2/3 of the systems are completed and provide evidence as requested by our client that the materials really have been in production. We hope this evidence can satisfy all parties and close this complaint out as satisfactory. 

  Customer response

  07/04/2023

   
  Complaint: 20122963
  
  I am rejecting this response because:
  No refund has been issued nor the paid for materials have been delivered and installed.
  Sincerely,
  
  *******************************

  

  Business response

  07/13/2023

  Client was informed last week that his materials have arrived and we attempted to commence the installation immediately. However, the client requested July 20th as his install date. All arrangements have already been made and approved by his condo building for the installation on this date requested by the client. Based on that information we are not sure why the client rejected our response and is referencing a refund when we were instructed by him to install on July 20th. Had it been up to us we would have completed the project already. 

• Initial Complaint

  05/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  An order placed with American was paid for on January 13 (delivery expected six weeks later). After not receiving delivery, and calling incessantly as management would not take my call, I called PGT, which told me that it was not experiencing delays for any of its products, and that production and delivery would take a maximum of six weeks. I called American. Management was surprised that I called PGT, and finally told me that an ex-employee had not been timely placing orders, and that my order was placed onMarch 13. I was also told that management would speak with the ***/manufacturer (PGT) to see what they could do and ask if PGT could expedite (new delivery expected six weeks later). In anticipation of delivery, and after calling incessantly again, I was finally given an expected delivery date of June 5-9. Not understanding why an order placed on March 13 would not arrive until June 5 (three months later), I found American's *** on social media and messaged him. In short, the *** confessed that American had fallen on hard times, he had to take a second mortgage out on his $1.5M home, and that customer deposits were being used to pay debts and not place orders. My order was still not placed three months later, yet I had been lied to three times and was given specific order and delivery dates, and my deposit had vanished. The *** repeatedly mentioned his personal financial struggles, which have nothing to do with the business. The deposit for my order was used by American Impact--not to place my order, as understood under our binding contract--but to pay off its other debts (which could be personal). This is fraudulent misrepresentation and both American and its officers and employees are personally liable. Moreover, the *** admitted he was aware of and encouraged office management to lie to customers. He said, "I told them to lie . . . but one month became two months, then another two months . . ." He wanted to "come clean." These are bad faith practices.

  

  Business response

  05/11/2023

  At the clients request this order was cancelled and the client was issued a full refund which was accepted and cashed prior to the date of this complaint.

  Customer response

  05/12/2023

   
  Complaint: 20023426
  
  I am rejecting this response because a fraud was committed on part of the business and the return of my money does not cure that. 
  
  Sincerely,
  
  *****************************

  

  Business response

  05/19/2023

  We understand the clients frustration and apologize for any inconvenience this may have caused. However, in good faith and at the clients request we refunded the client in full and do not see how we can further remedy this case. 

*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. ↩