ComplaintsforAmazing Exteriors

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  7 windows were installed. A lever on one of the seven windows was broken prior to installation, the lever is used to open the window, meaning the window is currently stuck closed. The workers acknowledged the issue and implied that a new lever was ordered and somebody would be around to install it within a few days. The windows were installed September *****, 2023. We have followed up several times up on the status of the part, but the business has stopped responding to us. We are able to call the business, but are forwarded to an office in ******* that claims there is nothing they can do to help us in Austin.

  

  Business response

  03/15/2024

  Amazing Exteriors has been in the process of relocating our office/warehouse and unfortunately our direct Austin line is not up and running so our ******* call center is the temporary direct line for our Austin location.

  
  Mr. ******** order took longer than expected to receive,but we are glad to say it has finally arrived in our warehouse and we have a service appointment scheduled to take care of his hardware and close out the service ticket.

  Customer response

  03/27/2024

  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.

  The part has been replaced and the window is fixed.
  
  Regards,
  
  *************************

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sep 15, 2023 I emailed Amazing Exteriors (AE) regarding an issue with an under-warranty window purchased from and installed by AE.The physical integrity of the stationary portion of my "unit #3" slider, double-pane window has become compromised as evidenced by the accumulation of a foreign substance on the interior of the glass pane.The price of this window was $3186.30 (total for all windows purchased: $12,645).On Sep 27, 2023 I was informed via email by AE that this would be "an easy warranty claim." (Email is the only option of communication; all available contact phone numbers route to their call center that schedules in-home sales appts.)To date, after seven emails, no one has been to my house and I've received no projected date of resolution, or any information as to what reason there is for a four month span of time in which nothing has been resolved.

  

  Business response

  04/03/2024

  **************,

  We truly apologize for the lack of communication & delay in getting the situation resolved for you. We have been extremely understaffed, which is why we have the phones forwarded to the call center. We are expecting your sash to arrive to our warehouse the week of April 15th, which you should have been notified of via email by *********************, who is our CSR out of ******. As soon as it arrives, we will reach out to schedule the switch out, which we will make a priority to do ASAP.

  Thank you for your patience!

  April Asher 

  Customer response

  04/04/2024

  Complaint: 21182729
  
  I am rejecting this response because:

  The company has replied to BBB that a replacement unit is scheduled to arrive at a warehouse in a couple of weeks. I hope this proves to be true. I did not select the 'accept response' option because at this point I don't believe it would be wise to close the case on nothing more than a promise from this company. If the unit arrives on time, is scheduled for installation in a timely manner, and is actually properly installed without further issues, I will be willing to consider the matter (FINALLY) resolved.
  
  Regards,
  
  *********************

  

  Business response

  05/21/2024

  This issue has since been fully resolved and the complaint should be resolved at this time. 

  Customer response

  05/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  This was a warranty issue requiring the replacement of one window unit.

  I first contacted the company in September 2023. The unit was finally replaced in May 2024.

  Finally, I can say that this resolution is satisfactory to me.

  Regards,
  *********************

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Windows and sliding door installed August 2023. We were promised a replacement for one damaged screen, adjustment of an outlet box that was set too deep in wall, and a temporary repair of ceramic tiles that were broken by installers. We agreed to pay $200 for the tile repair because the sharp edges posed a hazard to my family and we needed a quick fix. Later we found a missing s**** to a handle on one window. After repeated contacts, we are still waiting for the repairs. We want a refund to compensate us for the broken tile, the promised screen, the outlet box repositioned, and window handle properly secured.

  

  Business response

  11/03/2023

  Amazing Exteriors was able to send a service technician to ***************** home on 11/3/23 to repair a damaged screen, refund the $200 as agreed upon, and we are currently coordinating our finish team to repair the outlet. 

  We appreciate ***************** as a customer and appreciate the feedback she has provided us.  Amazing Exteriors is working to resolve this issue as quickly as possible.

  Customer response

  11/03/2023

  Complaint: 20762229
  
  I am rejecting this response because: there is still and outstanding complaint that has not been resolved after 3 months of regular follow-up with the business. While I appreciate the fact that they did send a technician who provided a simple fix for both the screen and the missing s**** from a window handle, These simple fixes could have been done 3 months ago but were not acted upon until I filed this complaint with BBB. I still have not heard when they will fix the problem with the electrical outlet. After 3 months of promises, I cannot trust them to follow through unless you keep this complaint active. 
  
  Regards,
  
  *********************

  

  Business response

  01/11/2024

  Although we experienced delays, Amazing Exteriors was able to send our finish ********* out to the home of *************** on January 4^th and complete her project.

  Customer response

  01/11/2024

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Twice an incorrect replacement window was installed. Secondly I have damage to my siding with the first installation that is being ignored. In good faith I paid ****** ( half of the cost of the widow on the last service call). My calls are met with no resolution. I still have the wrong window and an incorrect screen in place as well as the damaged siding.

  

  Business response

  09/07/2023

  We apologize, but a unit arrived with the incorrect grid pattern and had to be ordered once again.  The damage on the siding has been notated and photographed and will be repaired when we return to complete the project.  There is a new unit, screen, and parts that are expected to arrive in our warehouse the week of October 9th. This date may change, but once we can confirm that we have received everything, we will reach out to schedule a service appointment. 

  Customer response

  09/08/2023

  Complaint: 20484241
  
  I am rejecting this response because: This will be the 4th time a unit order is incorrect. I do not feel the repair of my siding should have to wait. Until the work is complete and correct I am not able to be satisfied with this project.
  
  Regards,
  
  *************************

  

  Business response

  01/11/2024

  Amazing Exteriors has re-ordered Mrs. ****** sash and received a unit with the incorrect gridlines once again.  Our ordering department is working with the manufacturer to get this resolved as quickly as possible.  We appreciate Mrs. ****** patience throughout this process.

  Customer response

  01/12/2024

  Complaint: 20484241
  
  I am rejecting this response because:

  The project is not yet done. I acknowlege the effort to resolve the project. The siding has been repaired. The company still holds $750.00 for the window that I requested returned to me until completion is attained.
  
  Regards,
  
  *************************

  

  Business response

  04/03/2024

  **************,

  We apologize profusely for the inconvenience. We are working to get the correct sash for you. If I am reading your email correctly, you are asking us to refund your window deposit & that is not an option. We will get your project completed for you ASAP.

  Thank you for bearing with us!!

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

  Customer response

  04/03/2024

  Complaint: 20484241
  
  I am rejecting this response because:

   The project is so overdue. It is difficult to believe someone cannot speak with someone at Marvin window and attach pictures and the history to resolve the issue. Both businesses after all deal with windows. There must be someone that can babysit the issue. As for my deposit on the window, I gave it in good faith, even though the wrong window was installed. The ****** dollars should be returned to me until the job is completed.
  
  Regards,
  
  *************************

  

  Business response

  05/21/2024

  We have since changed management and would like to send a new Project Manager to the job site to get familiar with the issue and determine exactly what we will do to remedy the situation. I would like to propose this Thursday, May 23rd, at 1:00PM for ************************* to come by the job site and gather information and notes so that we can correct the issue properly. I will reach out directly to the homeowners to get this scheduled and get the process started. Once the information is gathered, we will order the correct product, and install as soon as possible upon receipt of the correct items.  

  Customer response

  05/21/2024

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  05/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April 2022, I ordered two exterior doors and several windows from Amazing Exteriors. I wrote them two checks, $6,171 on April 29, 2022 and $ ***** or April 7, 2022. They took measurements. In fall 2022, their crews came to install the doors, but found that they did not fit and left. Later that fall they notified me that they would install the windows just after Christmas, but no crews came and no one called to explain. I have called repeatedly and never received any call back. This spring, I have decided to move, and in Feb. I called them and cancelled the order and requested my money back. No response. On April 11. I sent a letter saying the same, and followed it with a certified letter. Now their scheduler calls to say they want to come install the windows. I have cancelled the order after a year of waiting and no communication, I will be moving soon and I want my money back.

  

  Business response

  06/05/2023

  Our contracts do not provide cancellation rights after materials have been ordered and paid for.  This information was clearly disclosed to the customer ahead of time.  We have diligently attempted to contact the ********** to install their products and still wish to honor our agreement.

  Customer response

  06/08/2023

  Complaint: 20075081
  
  I am rejecting this response because:

  The contract which Amazing Exteriors refers to requires specific performance on their part. This has not happened. Not only have the items not been installed, but no communication has been received concerning the order. Recent phone calls from their scheduler began only AFTER approximately a year of waiting and AFTER we notified them of cancellation. In addition, they have pertained only to installation of windows. The doors included in the order have not been addressed. Our home will shortly be on the market and the company owes us at least a partial refund if for no other reason than  maintaining good customer relations.
  
  Regards,
  
  ***********************************

  

  Business response

  01/11/2024

  Mr. & *********************,

  Your request to cancel your project was approved by the owners and our attorney but you are not entitled to a refund.

  Deposits are non-refundable, per your contract.

  Materials were ordered & you refused to let us install them.

  Those materials were paid for with the deposit you made.

  Please refer to your contract for specifications.

  Sincerely,

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

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought windows from Amazing Exteriors. They were installed in January of 2023. They have a lifetime warranty. A month ago I noticed a big long crack in the window. There are no trees to drop limbs on.. no grass there so no rock can hit it from edger etc... Anyway.. they said they didn't need to come out and would put in a work order. And that is the last I have heard from them. When I call to get updates.. they check their computer and say there are no updates from service department. I have no proof that a replacement window is even ordered. I call several times a week and no information. I have only been allowed to talk to the two women who answer the phone.

  

  Business response

  05/18/2023

  I have been in contact with ******************* on 4/17/23 to create her service ticket, 5/4/23 to inform her there was no update at the time and the order had not been placed yet, and on 5/8/23 informing ******************* that we have certain processes and procedures that we must follow when we make a warranty claim with our manufacturer. I explained to her that I would in fact provide an update once I knew more from our service department.  On 5/17/23 I received an e-mail from my service department stating that her order had been placed and sent ******************* an e-mail with that update 5/18/23.  Once we have an ETA for her order, we will gladly provide that update.

  Thank you,

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

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a complaint 10 months ago against this business but closed it when it looked like they were going to resolve. I was told they would order replacement doors for the damaged doors they installed. I have not heard from the company since i was told that last March. I would like to file again and keep open until the issue is completely resolved.

  

  Business response

  03/22/2023

  We have the doors here and have reached out to ***************** to set up a time for us to come out to change the doors.

  Customer response

  03/26/2023

  Complaint: 18950666
  
  I am rejecting this response because: They ordered the wrong doors and have to reorder them. Of course I have have not heard anything from them on the order. They knew they were the wrong doors when they ordered them a year ago. Those came in sometime last September but of course no one called me. This company is a nightmare to deal with and hope I can save someone the years and years of issues if they choose to do business with this company. 
  
  Regards,
  
  ***********************

  

  Business response

  03/29/2023

  We have talked further with ************************  These doors have been changed out once already.  We are going to go out next week to try and trouble shoot and solve the problem.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contract signed 2/20/22 with change order on 3/18/22. Paid 50% of total cost of $92K. Window installation expected in August with door coming in October. When we called in August, told that part of the windows would be in September but the remainder wouldn't arrive until 11/21. Job was estimated to take 5 days. Always told that they would not begin installation until all product was in. Told that product would arrive week of 11/21, 11/28, 12/5, 12/12, 12/18. Installation began on 12/5 and lasted 6 days. Crew said they were being pulled onto another job while the installed windows in our house were not finished. Contacted office and our sales person to complain about partial work. They sent the crew on 12/12 and completed the finishing work on the 16 windows and the door. Door install is not satisfactory. Met with two employees and discussed issues and missing windows. Said that change order was not submitted. Two more windows installed on 12/27 and 12/28. Majority of windows are installed. Installation has now taken 9 days. Cannot get information on when or where remaining 3 windows are. Cannot get response to emails or by phone (voicemails are full). Cannot get response on remedies for punch list (2 damaged screens, poor door installation, one sidelight is wrong size, spare window in our garage). We get a lot of different answers (windows misdelivered to ******, but sent to Austin). Communication is poor and we just want the work complete. We have had issues with the installation crew some of which we have shared with AE. Have put in email that we will only pay AE once work is done to our satisfaction and that check will be given to AE employee not subcontractor. Address we have is ********************* Phone is **********.

  

  Business response

  03/22/2023

  We have been e-mailing, talking to, and meeting with the Sheldons since December 2022.  The job is scheduled to be finalized the first week of April upon receipt of the remade unit from the manufacturer.

  Customer response

  03/30/2023

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I replaced several windows and a sliding glass door in my house. I used this company because Marvin windows and doors are known to be a quality product. After installation, the sliding glass door kept coming off the track and was difficult to open and close. I paid $5200 for this door. Also, the door installed was not the door I ordered, in that it opened from the opposite side of the one ordered. The locking mechanism only allowed you to lock the door from the outside, not the inside. Who has locks like that? After several calls, a technician was sent and said hed order new rollers for the door, as the current ones were defective, and a new lock that could be locked from the inside. I was told that the office would call when they came in and schedule a date to replace. A month later I called the office and they had no record of an order being placed. Three weeks later, after numerous calls, I finally spoke with **** who assured me they would make it right and would order a new door with the correct slide and locks. I was told to expect 13 weeks for delivery. That was May 26, 2022. In early November, I called to check on the order and spoke to a woman in the office who knew nothing about the order and couldnt locate it. She told me **** would call me back. That was the last I heard from them. I have called at least a half dozen times and no one answers the phone. I have left messages but they have not been returned.

  

  Business response

  03/22/2023

  Our records indicate that we went out and serviced the door lock, adjusted the rollers, and door rolls fine.

  Customer response

  03/22/2023

  Complaint: 18545301
  
  I am rejecting this response because: the response is not true. They acknowledged that the door installed was not the door ordered. They did not adjust the rollers but rather said they would need to be replaced and they would order, which they never did. The locking mechanism does not allow the door to be locked from the inside, making it impossible to secure the premises. 
  

  In light of all issues with the door, they agreed to replace with the correct one. My complaints to AE were immediately after installation. 

  Regards,
  
  ***********************

  

  Business response

  03/29/2023

  We have spoken with ***************** and we are going out to meet with her 3/29/23.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Amazing Exteriors came and measured 7 windows to be replaced in December 2021. The job would be done early May, but the install was not begun until September 1. They grossly mis-measured one window; the one that arrived was worthless. The other windows turned out to be too small and required extra trim installed inside. The installation was to take 2 days. They sent one ********* plus his mother as a helper; they came from *********** and did not arrive until almost noon. I told him I did not see how he could install 7 windows in such a short time, but he insisted he could. They ended up coming for three days (at the same late time every day), at which point they were half finished. Plus, some windows required stucco repair (they knew the house was stucco), and he did not have repair material, so those windows remained open to the weather. He promised to call early the fourth day to let me know when he was leaving ***********--he never called, never showed, and essentially walked off the job with no notice, leaving me in the lurch. I called ************************* (supervisor) at Amazing Exteriors several times during all this. ****** never returned multiple phone messages.I had to find and hire a stucco contractor and a ********* crew to finish the job, repair the stucco, install the remaining windows, paint damaged areas, and stain the trim that had to be installed inside since the windows were too small for the space. One window was missing a part. The job was not finished until Oct 15. All this seriously put ** out. The stucco repairs cost $1,150.00 and the windows installation, etc. was $1,908.79. The total was $3,058.79. I requested reimbursement for that amount. He eventually had an office person do his dirty work and call me and had the gall to request the difference between the balance owed and what I had to spend. That didn't pass the laugh test.Amazing Exteriors is a very poor business and ************************* is irresponsible. They deserve an F rating.

  

  Business response

  03/22/2023

  ****** talked to **************** at job conclusion.  During installation we agreed to credit **************** $3,058.79 for the carpentry, paint, and stucco and $1,967.00 for the window.  The original contract amount was $7,423.00 and the balance still due from **************** is $2,397.21.  We are awaiting payment at this time. 

  Customer response

  03/22/2023

  Complaint: 18539999
  
  I am rejecting this response because: Despite repeated phone calls from me, ****** never talked to me during or after the job. The windows they sent did not fit properly and required additional carpentry to make them work, which was sub-optimal. One window was worthless. The "crew" he sent (a ********* and his mother) never completed the job and left things exposed to the weather. They arrived late every day and did not show up after two days after promising they would and left me in the lurch. I had to find a stucco contractor and a ********* to come and complete the job on an emergency basis. ****** had someone else do his dirty work and call me to request the difference between what was owed and what I had to spend on the other contractors. He would not talk to me himself and answer my questions. I could not believe the gall he had requesting additional money. I want him to repay me for what I had to spend on the other contractors and all the incredible hassle and inconvenience we had to go through. Amazing Exteriors should get an F rating and ****** should be fired. Marvin Windows should not allow Amazing Exteriors to represent them anymore.
  
  Regards,
  
  ***********************

  

  Business response

  03/22/2023

  Mr. ************ is just restating the original complaint,the facts havent changed.  He did agree to what our response is, not quite sure what we can answer different.  We certainly apologize for your experiences, this was not our usual customer experience.

  Customer response

  03/22/2023

  Complaint: 18539999
  
  I am rejecting this response because: The original complaint says it all. And they lied about ****** contacting me. Amazing Exteriors has done nothing to make up for this.
  
  Regards,
  
  ***********************

*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. ↩