ComplaintsforAlufab USA, Inc.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 24th I signed a contract with Alufab to install ******* impact proof windows and 3 electric roll up shutters at my house. The shutters were installed in May and the windows were planned for Oct.The problem is that they are not installed yet and even worse Alufab doesn't give me a date when they will be installed. They claim that they can't reach ******* to get a date from them which is hard to believe.Early December they called claiming that the windows are on a truck to be delivered coming week but apparently that wasn't true either.I am calling to ******* at least once a week. She is very friendly on the phone and promises every time to check with ******* and call me back. But so far she never called back!I think that there is a problem between Alufab and ******* such that ******* doesn't deliver to Alufab any more?I want you to find out what's going on. I still would like to have the ******* windows installed by Alufab but that has to be latest by February 15th.

  

  Business response

  01/12/2023

  Good afternoon,

   

  I do sincerely apologize for the experience that **************** has endured with regard to the window order he placed with us. At the time of the original sale to ****************, *******'s delivery reputation was stellar and they had the best delivery times in the window industry. Within a couple of months things seemed to turn with that company's performance and we have suffered ever since. Sadly Mr. ******* late/delayed shipment from ******* was amongst 23 other undelivered orders we had placed with *******. I myself put forth every effort of communication to them with concern over this issue as well as several of my colleagues here at Alufab USA, via phone messages, emails and on one occasion, the owner ******************* and sales rep ************ booking tickets for flight on September 19th, to visit the ******* factory to inquire in person. All attempts gained us no useful information to be able to share with any of our customers waiting for the ******* products. my many conversations with **************** may have seemed to be unhelpful, however it was not because of lack of effort. I have attached a number of email correspondences showing the lack of return contact to us from *******, leaving us without any information to provide to clients. All that being stated I am happy to report that once I was given an actual date for delivery, I contacted **************** immediately and provided an install crew for his project the very next day. All products have been installed and today we had our required County inspections by the ******* ************************** and all went well. Fortunately, though they may have internal issues, the ******* product line is very well made and offers great protection.

   

  Please feel free to contact me with any questions or concerns.

  Sincerely,

  ******************

  Alufab USA, Inc.

  Customer response

  01/13/2023

   
  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.

  Feel sorry for Alufab! Their installation team did a wonderful job. Installed 16 windows in two days without making any dirt in the house. 
  
  Sincerely,
  
  *************************

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