Complaints

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Armorvue has installed my whole house of windows and the front window has cracked from stress and verified as so by an Armorvue technician on May 20th 2024. The crack is spreading throughout the glass daily. The warranty on the the package is Lifetime parts and labor . The window replacement was issued by *******************************, service technician, along with failed rollers on 6 sliders, as the sliding windows are very difficult to move at times. I have been told Armorvue has since changed window manufactures and would have to contact the company who they had installed our house. I haved called every month for an update of progress and was told that there were no answers as of now. I have reached out to the Manager *** who will not return messages, after he said he would. He had told his staff to tell me he has emailed the window company but , has not and will not respond to their answer of correction being taken. I am seeking the replacement of my window under my valid warranty purchase.

  

  Business response

  08/07/2024

  The original vendor had been contacted and service was applied for.  The vendor denied taking care of the service due to age of the windows.  Armorvue no longer works with this vendor and we have ordered the needed glass form another vendor who does work with them.  The homeowner has been contacted and understands.  We will be contacting the homeowner to schedule a follow up service as soon as we have a confirmed ETA of the glass and the glass has been inspected by us for no defects.  

  Customer response

  08/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is  a start to satisfaction in the right direction. Our windows are within 4 years of age and not OLD in any way. Our worries are how future repairs will be made IF needed since Armorvue has lost its suppliers business, what does that do to help all the homes with windows installed and promised warranty coverage? 

  Thank you for responding and calling us for information given, look forward to having issue fixed. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Armourvue began the installation of my replacement windows and sliding glass doors in November of 2023. The installation took over 5 weeks due to various subcontractor issues. The advertisement I received said in writing that they do not use subcontractors, but that's not true. The installation was completed by a subcontractor. The installation was completed in late December of 2023. However, one of my sliding glass doors wasn't working properly. They attempted to fix it on January 12, 2024. That didn't work. Another attempt to fix the slider was made on January 26th. It still didn't work so they ordered a new slider. New slider arrived March 11 and installed on March 22nd and it still didn't work. Same problem as the first slider. So again, they reordered another slider and reinstalled on April 17th. The third slider doesn't work either. Same problem. First, they blamed the manufacturer for the first two faulty slider products, and this last time they blame the initial installation of the sliders frame back in December 2023. Everyone at Armorvue is blaming everyone else and my sliding door still doesn't work. I am sick and tired of their excuses and run around. I expected a working product for the amount of money I have spent.

  

  Business response

  04/29/2024

  Thank you for allowing ***********************, GM of ARMORVUE Sarasota and the installation team who accompanied him back to your property on 4/26/24 to work to rectify the concerns you had with your project.  We are committed to fully completing the open issues and will continue to remain at your service with our **************** Transferable Warranty your project is backed by.  

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted with Armorvue to replace eight old windows with hurricane windows on 03/30/23. The cost of replacing windows was agreed upon @ $15,220.00. The windows were ordered and installed in July of 2023.Amorvue demanded all the money up front before Sarasota County inspection was ordered by the company. The inspection did fail due to screws missing and also several windows would not stay up into the frame when opened. They would slide back down when fully opened which shouldn't happen with brand new windows. They did fix all but 1 front window to date. I have called and called and called the office and asked to speak directly to *** (General Mgr.) to get this resolved and never has he returned my call or addressed when they plan on fixing it or replacing it. They tell me they will order parts then never hear from them unless I contact them. The contract states that I would receive a copy of the warranty upon completion. It took 3 phone calls and months after the fact to get my warranty for my records.NEVER will I use or recommend Armorvue to anyone after the experience I have had with them. I also gave them the lead for my next door neighbors and they replaced the whole house of windows. This is how they treat their customers?I now have an open permit with the county and a broken window after almost 8 months.If the BBB gives this kind of accreditation to a company who provides this kind of service something is wrong!!!I want a new window asap so I can get the permit closed and have this stress out of my life!Thank you,***************************

  

  Business response

  03/12/2024

  In response to homeowners Issues.  Yes we have been to the home and handled all of the problems. The ** *** has had several conversations with homeowner also as has our installation manager and service technician. As for the remaining window we have been in contact with the manufacturer again and we have already replaced the balancers on 2 occasions.  The window currently is within the manufacturers tolerance and the project will pass county inspection. Homeowner needs to let ** schedule the inspection.  This being said we have requested new balancers from the manufacturer again and waiting on a response for a time frame.  As soon as we receive a response we will be in touch with homeowner and set a date for service and final inspection.

  Customer response

  03/12/2024

   
  Complaint: 21390096
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer response

  03/18/2024

  Armorvue has been back 3 separate times to replace balancers on several of the windows. There were 4 windows needing new balancers to keep window from sliding down after fully opening.

  3 of the windows were fixed except for the left office window as you ca see from the the pictures. Window #1 is the correct way after fully opening it should look. Window #2 is the window that still will not stay up after opening, it  just slides right back down. (Also, the screen is not flush allowing for insects to crawl in) 

  Once again, they have tried to correct the problem after 8 months of waiting for parts. Something is not right with the window, perhaps the frame is warped and I would prefer to have a new window. I was never opposed to having Armorvue try with new balancers, but enough is enough. Replace the window and move on.

  I need this to pass county inspection and close the permit asap.

   

  Thank you,

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

   

   

   

  

  Business response

  03/18/2024

  We have received the new balancers from the Manufacturer and a service appointment has been set for Monday 3/25/24.

  Customer response

  03/20/2024

   
  Complaint: 21390096
  
  I will allow them to come on 3/25/24 with new balancers for the very last time to make the window stay up.  If the balancers for the 4th attempt do not work I  will only accept a new window moving forward.
  
  Sincerely,
  
  *******************************

  Customer response

  03/21/2024

  Armorvue was here today 3/21/24 to install new balancers for the 4th attempt to rectify the problem.

  The window is still falling down when fully opened. ******* said the window would never pass inspection and they would order new balancers for the 5th time with no guarantees that this would rectify the problem again.

  Enough is enough! Armorvue needs to replace it with a brand new window and then work it out with the vendor on their end and stop wasting my time. 
  

   

   

   

  

  Business response

  04/09/2024

  We have ordered a new window from the manufacturer and it is currently in production.  Homeowner was notified on 4/1 from ** that we will be installing a new window for her also.  When we receive the new window we will contact her to schedule an installation date ASAP.

  Customer response

  04/09/2024

   
  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

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Armorvue to deliver a new front door. The front door was delivered, but the wrong door handles were installed. I signed for receipt of the door, but above my signature I wrote that the wrong door handles were installed. I was told those would be installed the following day because they forgot to put them on the truck. Come to find out, they actually installed the wrong door because the door handles we had ordered custom and the time of our custom door would actually not even fit on this door. Because of this problem they have not even sent an inspector out for our door, which is the *** in our county and under the contract we signed. This company has been ignoring our phone calls for MONTHS. Call logs which I can easily reproduce. I am asking for either our money back so we can purchase the correct door or for this company to install the correct door.

  

  Business response

  11/14/2023

  Unfortunately, we had some manufacturing issues with the door and handles.   We did communicate the day of install that we would be replacing the door and hardware.  We immediately re-ordered the door and hardware and scheduled to install 11/15/23.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our house installed with the impact windows on 5/15/23. The inspection was 5/19/23. So we have not gone into the room until after the inspection. When we started to move the furniture back in the office room, we found water damaged to our Laminated flooring. The floor was still damp and now the Laminated in 4x4 area are all puff up and still have water droplets. I immediately took pictures and called the company as well as submitted the pictures. Asking them to fix our floor, but we still have the material. Their installer came the following Tuesday and show what the floor looks like and how it needs to replace. But nothing happen and no call. I called the store manager, and now he doesnt believe that could happen, but he will ask his install and get back to me. No one ever call me back again. I have picture of which *** was in the room working and pictures of the damage.

  

  Business response

  07/28/2023

  In response to homeowners complaint we have looked into the matter and spoken with our installer.  The flooring the homeowner is referencing was located underneath a desk chair mat.  The area of damage is located in front of the windows where a desk sat and the chair mat covered the area in question.  We do not use mops and buckets of water at job sites.  The photos supplied of our installer is of him sweeping not mopping.  I addressed with homeowner, after looking at the photos and the amount of floor damage that is present and explained that has been over a longer period of time than just one week. We had our service technician go to the home also and he was told that the homeowners son found the spot and he uses the area as his work space.  It was explained to her we do not use mops or chemicals to clean up.  We use glass cleaner in a can.  We pride ourselves on taking care of matters if we did indeed cause it but in this matter this is something that was probably existing that the homeowner was not aware of until things in the room were moved so that we could do our window installation.   

• Initial Complaint

  05/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Had new windows and doors installed in March 2021. Had damage to floor, interior walls and some of the doors. Been trying for a year to get problems resolved. They did come and fix the damaged floor 1 year later. Still waiting on answers to fix the rest of the problems. Very little communications over the year. Need to have problems resolved or will start litigation.

  

  Business response

  07/12/2022

  Business Response /* (1000, 5, 2022/05/23) */ All final issues are being addressed and homeowner has been notified. Factory defect panel has been reordered along with a screen. New SGD track has also been ordered. Waiting on ETA from manufacturer. As soon as we receive parts service will be performed and completed. Consumer Response /* (3000, 7, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Have been told this by the 4 prior people that worked for the Company. They all quit! Was told today 1 door parts are being ordered. The second door with screens that do not work am being told they will buy the screens back! The manufactuer knows about the problem and cannot fix it! That is not what I had prior, agreed to purchase and want the door to function like the prior door! Consumer Response /* (4200, 11, 2022/07/01) */ (The consumer indicated he/she had nothing new to add) They have been a total disaster and the lies flow freely! I am willing to now contact my attorney and go fully after what I paid for and not recieved!Totally furious! Business Response /* (4000, 13, 2022/07/07) */ This response was taken verbally by BBB: With the exception of the screen, all of the issues the customer is having are either manufacturer defects or manufacturer design issues. The screen was damaged and the cause is unknown but we are replacing it anyway. We are not the manufacturer and we cannot relay information or dates we don't have. We have followed up with the manufacturer several times but have not received firm eta's for the reordered items: We order a new panel for the discolored panel. Either the manufacturer will contact the customer directly to install or they will send it to us and we will install. The glazing issues will be addressed by the manufacturer. We have submitted this for an appointment to be scheduled. We ordered a new screen to replace the damaged screen. The manufacturer is working on a redesign for the handle to allow the screen to open completely. There is no ETA, but it will be addressed once the design is released. Mr. ******* is not the name listed on the contract. Nancy ****** is the named individual. When the manufacture makes contact, they will be contacting Nancy. Consumer Response /* (3000, 15, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all Nancy ***** ******* is my wife! This has been going on for over 1 year. How can you install a defective door that does not function properly and tell me that you are waiting for answers on how to repair it? Replace the door with one that functions as the original door did! So how long do we sit and wait?

*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. ↩