Complaints

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May of 2023, we had our local *** representative (among several others) provide an estimate to replace half the windows of our house. After careful consideration, we agreed to the quote from the *** representative. The original window timeline was going to be about 4 weeks (as advertised in the flyer we received in the mail) and required a deposit up front. After providing a check for the deposit, which was cashed by the representative, we did not receive a receipt, invoice acknowledging the check was cashed, or other documentation; we do have a copy of the cashed check indicating down payment for the windows. Six weeks later (2 weeks beyond promised installation), we were told by the *** representative that there were delays in manufacturing and they would take 3 months, aiming for October. Since other companies had stated similar timelines and delays, we felt this was reasonable. However, since that last message in August 2023, we have not received any further communication (text or email) from the *** representative despite numerous attempts. In early November, we contacted the main *** company who stated they could do nothing for us and to pursue legal action against their representative as he had effectively stolen our money and was not affiliated with them (though he used their name, logo, and information). They did mention they had cut him off from ordering from their site when we contacted them and that this had happened before. We have been fortunate to find another company who is honoring their installation quote to us, but we are disappointed in how *** handled this incident, allowed their representative to operate in such a capacity, and continued advertising window installation with this individual in our area as recently as early November. We are pursuing all legal avenues available to us and are disappointed in how the parent company handled the complaint and theft of funds.

  

  Business response

  11/29/2023

  This complaint is placed against a business located in ******* that is a privately owned and operated single entity business. This is not our customer. This complaint is against a different company in a different location in a different state that is not associated with the ******* location. This complaint had been already enter and responded to before with BBB. This is the same reply that was responded to on the previous complaint. 

  Every location is privately owned and operated as individual and separate businesses. The ******* location has nothing to do with this customer, the business stated in the complaint or the complaint itself. Please remove the complaint. 

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Signed my agreement with this window and siding company on 4/27/2021. Work began at the end of June in 2021. Siding cost was $23, 066 and window replacement was $15,000. All of these costs were paid by check. Had issues with the painting crews on understanding what they were to do. Had damage to my rear deck furniture and roof during the power washing. No one on site spoke English. Had to call to get any answers. The remaining issues nearly two years later are the poor paint job on my front porch and a rear picture window. Had to make numerous calls about the paint issue. Paint immediately started to peel and they painted over rotted wood. Finally returned 5 weeks ago to repaint but did not finish the job. The rotted spindles removed but not replaced. My latest call to the company was on 4/19 with a promise that I would get a return call the next day.The larger issue is the picture window in my family room. They have sent 5 replacement windows - each window replacement has the same stains in the thermal pane as the original window. The rep from their window provider, ******* from Interstate Windows, visited my home on 9/13/2022 and inspected the defective window. He promised a quick resolution. It wasn't until my call to ********* Choice in January, that I was told a replacement window was available. This window was scheduled to be install in January but installer would not bring into the my home because upon inspection was also in the same poor condition.Complained again after not getting a follow up. On 3/31/2023 received call the the manufacturer of the window. A woman named *** from Interstate Windows out of ********, ** wanted to know what my problems were with my screens. The issue was not even communicated to the manufacturer. *** promised a quick resolution. Two weeks ago was told by ********* Best that *** had not, as yet, discussed this with her supervisor. My Life Time window warranty is with ********* Best. Would like this resolved.

  

  Business response

  05/09/2023

  The replacement picture window was approved and ordered from Interstate Friday May,1. We will schedule the install immediately upon arrival of the window to our warehouse. **** from *******'s Best Choice left a message for ************ Friday May,1.

  Customer response

  05/11/2023

  Did have a conversation with **** from Americas Best. Porch repair was finished yesterday. They are still attempting to order (one last time) from Interstate Windows. First five attempts produced what you see in the attachment. Picture taken just after window professionally cleaned. **** was told by manufacturer that their windows are produced to industry standards. This is just a waste of time and effort. Replacement window from several months ago was rejected by installer - same condition as attached picture. It has now been 2 years. Have no confidence is the sixth effort.

  

  Business response

  05/19/2023

  We completely understand **************** frustration with the history of this issue. If the currently ordered window arrives and is not acceptable, we will order a new window from a different manufacturer and replace it. **** has discussed this with ************ and we are happy to do so in order to make it right.

  Customer response

  05/19/2023

   
  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

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One of the 8 replacement windows purchased from America's Best Choice Windows has malfunctioned. The manufacturer has provided replacement parts but America's Best Choice will not honor the labor portion of their written warranty. I have been in written communication with *******************************, Owner, who states the warranty is the responsibility of the local sales office in ************* which has closed and that her company, America's Best Choice Windows, bears no responsibility. Nowhere in my sales contract, invoice or written warranty does it limit the warranty responsibility to a specific representative. My warranty is with America's Best Choice which is currently actively in business and owned by *************** in *******, **.

  

  Business response

  03/06/2023

  Dear Better Business Bureau,

   

  This is *********************, Owner of America's Best Choice, LLC.

  I am writing in response to the complaint from ***********************

  I am in the corporate office located in *******, **.   

  America's Best Choice only owns this location and has had dealers (that own and operate) their own companies throughout *****************.

  The DFW location in 2014 (and prior to that) was owned by a gentleman named ****************************   ************************ owned and operated his own business.  We bring in dealers for training for a fee and then they use our

  manufacturers (as well as some others local to them) but we do  not run them and do not control how they run there business.   

  *************************** passed away from Cancer in 2013 or 2014 (not certain of the exact time of dealth) and he left the business to his wife and son, who inevitably closed the business.

  The contract, the warranty and invoice were all provided to ********************** from America's Best Choice of DFW.    We have no presence in DFW and therefore have no one to assist, but that is rather

  a mute point because we do not go in behind dealers that are no longer in existence and provide labor.  We never have and we have had many dealers over the course of 11 years.

  If the dealer chooses to warranty his labor, that is up to him, but it is NOT a corporate policy and those offices (dealer) are not supported in the field for labor.

  No where on the paperwork does it state that the corporate office will supply labor in case this dealer goes away for any reason.

  I have explained all of this to **********************, and I have attached all the emails the chain of them for you to follow.

   

  What we do offer is to assist any previous dealer customer with the manufacturer to get the parts and I have extended that offer to ********************** as well.

  I even offered ********************** the name and number of a person in DFW that will service him at reasonable rates if he should choose tp utilize his services.

  
  Again, this is all in the email chain that I have included for your review.

  
  Should you have any further questions, please do not hesitate to reach out to me.

   

  We believe this complaint should be deleted as it is not our company.

   

  Thank you for your assistance in this matter.

   

  Sincerely,

   

   

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

   

   

   

   

   

   

   

   

   

  Customer response

  03/06/2023

   
  Complaint: 19535609
  
  I am rejecting this response because: ***************, as owner of America's Best Choice, has failed to identify any portion of my contract or within the written warranty that limits responsibility to honor said warranty to the local sales office operational or not. The first line of the Limited Lifetime Warranty, states

       "America's Best Choice (Company) warrants...."

  The sales contract that outlines "the windows will come with a lifetimes warranty, covering materials & labor, manufacturer defects, & accidental glass breakage" does NOT state America's Best Choice "***" but is merely provides the sales office and showroom address and contact information. 

  Should the warranty be the sole responsibility of an individual sales office that information SHOULD be contained in the legal disclaimer in the lower left corner of contract and/or documented on the written America's Best Choice *** Lifetime Warranty.
  
  Sincerely,
  
  *******************************

  

  Business response

  03/06/2023

  Dear BBB,

   

  I did not provide ********************** a warranty at all.  I did not own nor run nor have any part of the sale that was provided to ***********************

  
  I did not fail to provide the wording to him, because I had no part of that operation.

  
  I do not know how to explain this in any other way.

   

  Sincerely,

   

   

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

   

   

  Customer response

  03/06/2023

   
  Complaint: 19535609
  
  I am rejecting this response because: ************************ was required to pay a license fee to become a part of the *** dealer network. He would have received training at corporate offices. Per the *** website,  *************************************************, under Dealer's blueprint " Youll receive all the market specific documents and contracts needed to begin from day one like youve been in business for years."  

  On another website, ***************************, the warranty information states "Customers also receive an additional supplemental warranty from Americas Best Choice Windows, Doors, Siding and More. The supplemental warranty adds lifetime accidental glass breakage and also provides lifetime warranty for our installation."

  *************** is incorrect that I did not enter a contract with her. She, as owner of America's Best Choice, enters a contract with every *** customer regardless of the dealer/sales office initiating the sale.  The warranty for parts AND labor per my sales contract was a major factor in my purchasing decision with America's Best Choice.

  
  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. ↩