ComplaintsforThe Austin Window Guy

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I signed the contract for installation of 2 slider doors on 9/21/2021. Paid 25% deposit on 9.29.2021 and 25% schedule deposit 12/15/2021. My install was scheduled for 1/19/2022. A crew of 3 showed up. They installed 2 of the 3 doors - one of which was completely incorrect. Interactions from here on occurred with *********************** of Austin Window Guy (supervisor) and the sales rep from Grand Openings (*************************) from whom I purchased the sliders. ****** took over and said he would handle all the remaining install. ****** and his crew came 2/1/2022 to reinstall the incorrect door and install the third door. Paid remaining 50% on 2/1/2022. ****** came out several more times to work on continuing issues ( 3/1/2022, 3/30/2022, 4/19/2022, 7/6/2022, 7/7/2022 - dates ****** came to work). Many days and weeks to get response and get on schedule. Austin window guy provided a 5 year installation warranty. Starting in 10/2022 I started having issues with operation. I tried to get ****** out here. He kept not responding or cancelling. I was also working with Grand Openings to help service the doors. Grand Openings has come many times since to work on the sliders - ultimately the problem is incorrect installation. All fixed panels were installed backwards, one slider is significantly out of plum and levelness, one slider was missing sealant and has massive air leakage, the slidering panels do not operate properly. I am still working with Grand Openings, Quaker (the manufacture) and 3rd party installers to figure out what can be done and what the cost will be. I still do not have properly operating doors. Austin Window Guy is responsible. I was unsuccessful at getting them out here before they went out of business. I have a copy of the warranty in pdf format but it will not upload successfully. I can provide that and anything else you might want.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Unable to contact company to fulfill their warranty work for a leaking window.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 10-10-2022 we entered in contract with Austin Window Guy and they had us pay $3,299.40 through Intuit QuickBooks invoice # **** to start the process. They promised to have and install 9 windows between **** weeks.We contacted them several times where they said everything was okay and they would call back which they never did. We decided to check in detail and in person to find out they closed their doors. We would like to get our money back.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed a large order with them on 9/14/22. Most Windows were promised in 6-8 weeks. Others might be ****. After many calls and emails to the sales guy in the November timeframe and no reply, I started calling the main company number. I was told the sale *************** left and they dont have access to the email account or his cell phone. But looked up my account and said half the windows were in and others back ordered. I asked why I hadnt been told that - no reply. But they arranged for partial install and that happened 1/10/23. One of the windows arrived broken. They installed it but said they would replace when it came in. Since then I have left multiple messages asking status of the rest of order and replacements. No return call. Recently the voice mail is full and I can no longer leave messages. Website has been suspended. I do not know where to turn to get my money back on the 2nd set of windows and find out about replacement for broken one.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  September 2022 paid $1035 down payment for a window. Called each month for updates. Always was in process. Now, no phone, website taken down, and Yelp poster says that the locations are empty.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We ordered four windows on 6/21/22 and one window on 10/12/22 but the company has not responded to numerous inquiries as to the status of installation for these orders. We drove to the office location and they had vacated their **** *******************. Rd. Suite 101, Austin, ** ***** address. We paid a 50% down payment for both orders. Totalling $3,107 for the 6/21/22 order and $390 for the 10/12/22 order. A total of $3,497 out of pocket has been paid for services not rendered. The invoice number for the 6/21/22 order is **** *******************************. There was no invoice number for the second order. I do have a DocuSign envelope ID number. The sales person was *********************** *************). We did business with them because they successfully installed another set of windows the year before. We had no idea they would shut down and take our money. We like to recuperate our loss.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ****** sliding glass doors were ordered in Nov 2021 and partially installed in May 2022. That set of doors was returned because the exterior finish wasn't correct. Replacement doors were ordered. In May of 2022, I placed a separate order for tempered glass for bathroom windows, it was paid in full at that time. The replacement glass was sent to the Austin Window Guy in July, but they wouldn't deliver it because either it wasn't tempered glass or depending on who you talked to it had been lost. Later they refused to deliver and install the tempered glass until the balance on the doors was paid. All fall I received mixed messages about the replacement doors and finally was required to pay 90% of the balance due before the doors could be installed because it was a "warranty" issue. They installed the replacement doors in November of 2022 but not the tempered glass (it was lost again, or maybe never received?). I asked the installation manager to address several installation problems, missing parts, lack of insulating foam around the door, screens that didn't work, etc. He came out and decided that the doors were not the correct color again and there was no need to address the other issues because he was going to reorder and replace them; they did fix the draft. After he left I found hand prints on the inside of the 2 pieces of glass, I was told that would be taken care of when the doors were replaced.Since then I have gotten multiple excuses from them about the orders for the replacement doors and the tempered glass. The glass was to be installed on Feb 1st but there was an ice storm. I have tried to contact them, called them, left voice messages, and sent texts, but have not heard from them since late January. I believe that they have gone out of business.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  A window package was purchased from this company on 9.24.21 for a client project remodel. All but one large window were installed on 5.17-18.22. One 60"x60" window came in with a grid and we were told that warranty would cover their mis-order. We have not gotten any action or replacement or communication about such to date.When we asked for the remaining large window to be installed, this business claims it was delivered with the May 2022 installation ... which it was not. The sales person has since left the company for lack of payment to him and the installation crew, according to the sales person has also stopped installing windows for this company due to lack of payment.After repeated communication attempts with the owner, *******************, there is now silence. Their contract with us is essentially worthless as is the 5 year unconditional warranty the sales person guaranteed to the homeowners. Of the $49,923.76 sales contract (after a $2k "discount" for failure to complete portions of the May 2022 installation), they have been paid $48,270.97. Buying a replacement window and paying folks to do the installation, masonry, sheetrock & painting around it (which was part of their contract commitment) will certainly cost us more than the remaining $1,652.79. After weeks of trying to communicate a resolution, today we felt forced to order a replacement window from another company for $1,445.35 (window only) so we can finish our contract with the homeowners. And we expect now to never see the replacement glass for the other window Austin Window Guy ordered wrong. If the homeowner presses us to replace that, of course we will ... but where is that financial amount going to come from? Our pockets, not Austin Window Guy! Someone needs to stop these folks from doing business and changing business names and doing it all over again! Reviews on Yelp are starting to reflect this ... as they did not at the time of our purchase. And we asked them specifically about their relationship with The ***** Window Guy who had all sorts of bad reviews at the time. They assured us they were a completely different outlet in a face to face meeting!

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Over the last several weeks we've been unable to get into contact with any representative of this company. We have an unfinished project that has taken nearly a year to complete. We signed our contract and submitted our deposit on 4/22/22 and the project is still incomplete (more details below).At this point I believe this company is closing its doors but has not notified existing customers. I've emailed with another affected customer who's provided a deposit for ********************* that have not been ordered and her deposit has not been refunded. She also cannot get in contact with anyone from Austin Window Guy.We ordered a new window and a new Western sliding glass door on 4/22/22. It took 7.5 months for the door to get delivered. I called ******* a few months into that lead time and it was apparent that the door hadn't actually been ordered yet. It was ordered shortly after that call.The door and window finally arrive in December 2022 and we're excited to finally put this experience behind us when we discover that both the window AND the door were ordered incorrectly.We ordered a black frame window and it was white. We ordered a sliding glass door that opened from the left side and we got the opposite, making the door nearly inaccessible for the layout of the room.The installer had already installed these products before we noticed the issues, so we're sitting here, nearly a year into our project, waiting and wondering if this will ever be resolved.We just received certified mail from Grand Openings (the company AWG uses to source windows/doors) demanding payment for the second half the deposit. It seems that Austin Window Guy has stiffed their supplier, who is now reaching out to us and threatening to put a lien on our property if payment isn't made.We are working with Grand Openings to resolve this and they've been helpful and responsive but we are completely unable to reach anyone from Austin Window Guy to have our project completed.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I will email further details but we hired this company in May 2021 to replace all of our windows, 45-50. Order placed in May. First shipment came in August. Install part 1 in September with many incorrect pieces, broken frames, missing screens. Huge mess from install. Not told about mess/disruption. Had to pay cleaning crew $600 to clean. Had to move kids/dogs/ourselves out of house for 5 days. Mortar work not done in time frame we were told. No follow-up from company. I had to keep reaching out asking for updates regarding re-ordering of missing/damaged parts, mortar work. Mortar work done by 2 contractors- both with terrible quality (see attached pictures). Was told 12/28/21 that parts had come in and been inspected. Install round 2 scheduled 2/9/22. Crew came. Did not have any of the right parts. Production manager said he had gone to inspect at warehouse when parts came in but did not open boxes. Did not offer solution or apologize. Very rude and curt. I told him we were considering legal action. He told me he could no longer talk to me and hung up. 9 months later, we are left with a partially complete job.

  Business response

  03/10/2022

  Customer was advised upfront that order was both received incomplete and with damaged products. Customer requested partial installation and the request was honored. “Mess” described by customer is the dust left over from a major construction project and is to be expected. Customer was provided basic cleaning service by us for a cost of $150. Customer proceeded to have provided house cleaner scrub toilets, bath tubs, closets, etc that had no window/door work performed, i.e. a deep clean, which resulted in a $600 cost that was not discussed with us previously or approved by us. Although this was not our obligation, we allowed it and agreed to cover these costs as well. No requirement for the customer to leave the premises was ever discussed or necessary. If customer left home for 5 days, it was because customer chose to do so. Parts were delivered by the manufacturer in crates for delivery, visually confirmed by production and receiving dealer. Upon delivery to residence, it was noted that the manufacturer again had not completely/correctly fulfilled order. Customer has been explained to on numerous occasions that manufacturing issues/delays are not something we can control and we have offered the customer contact info for the manufacturer to follow up directly as customer did not like the answers we were being given. Customer continues to contact our office and berate staff for manufacturing issues that staff cannot control. Last communication with customer was terminated due to customer berating, belittling, and threatening staff.

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

  Operations Manager

*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. ↩