ComplaintsforAmazing Exteriors

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered Marvin windows and 16 foot sliding glass door on 6/28/2022. Paid $35,000 to Amazing Exteriors. Quote number 2WRQQYU Was told 4 months for delivery, sometime October 2022 After several months I would call my sales **** ********************* for an update. I would call approximately every 3 weeks. My sales rep would not answer my calls nor return my calls from voicemail.After 7-8 phone calls went unanswered I called the main office and spoke with ***********************. She was helpful at first and we scheduled the delivery of windows and sliding glass door for 11/28/22.On 11/28/22 I was notified the windows would be delivered but they the sliding door was too big to fit in the truck. Not sure why Amazing Exteriors did not schedule the right sized delivery vehicle since they knew what the order included and the order was sitting in their warehouse.Since I confirmed the windows (minus the sliding glass door) were on the way (2.5 hour drive for them to my home under construction) I notified **********. He had the framers ready to install the windows the day after the windows were delivered however the sales person did not order the windows correctly. Some were supposed to be mulled together at the factory. For example a set of 3 windows for the kitchen should be mulled together as one unit but did not arrive that way. Therefore the framing crew who installs the windows could only install approximately half of the windows. The other half of the windows are sitting in the garage waiting on Amazing Exteriors to deliver **** kits so my framers can install the remaining windows. As of now I cannot get Amazing Exteriors to answer my calls and provide me any updates. In the meantime the sub contractors at my new construction home have moved to other jobs since they cannot work since we cannot install the remaining windows and the sliding door has not been delivered/installed. The operations manager said the order is screwed up. Everyday that goes by without windows cost me money.

  

  Business response

  12/19/2022

  Good afternoon, I am sorry to hear about your experience and I have alerted the Austin office of the complaint and forwarded the details of the message to the proper Management personnel at that location. Unfortunately, this BBB listing is for the *********** office and we do not have any knowledge or authority over any installations / complaints filed against the Austin location. 

  Customer response

  12/19/2022

  Complaint: 18535540
  
  I am rejecting this response because:

  When filling out the complaint I had to select from a dropdown menu that did not show the Amazing Exterior Austin office. Therefore I had to select another office but made notes of which office in my complaint. Either way the complaint is with the Austin office on *****************, Suite 150, Austin **. 

  Update: In addition to the previous issues I discovered that Amazing Exteriors somehow omitted the line for 3 windows in my garage when placing the order. Now they are telling me it will be another 3-4 months to get these garage windows they somehow missed in the order process. The rock masons had to stop since the windows are missing and the roofers also cannot finish the metal roofing above these windows until the windows arrive, whenever that *** be. My house has cabinets and texture on the walls but we will be waiting on garage windows, meaning it will cost me $1000's of dollars in interest on my loan while the house sits idle and waits on these windows before I can get a certificate of occupancy and be allowed to move in.

  However my original complaint still stands and is not resolved yet.

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

  

  Business response

  03/22/2023

  ********************** now has all his windows.  ********************** has a hardware service pending schedule with a Marvin technician.

  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

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased new windows and they were installed in early March of 2022. The installation went well Except for one window screen that had to be resized. They have visited several times and makes several attempts but we have heard nothing from them in the last 6 months despite calling and leaving messages. We have reached out to try to resolve this issue 20+ times with no luck. We just want our missing window screen.

  

  Business response

  03/22/2023

  Amazing Exteriors is awaiting arrival of the defective replacement screen and damaged jamb cover.  We have met with ***************************** and they know we will have replacements ASAP.

  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

  06/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Contract for all new windows, new siding, replace water damaged exterior wall and ceiling in dining room, and expand an existing upstairs room, was signed August 27, ************************** November and December 2019. Total contract price is approximately $162,204. Payments to Amazing Exteriors were made timely. A total of over $150k in payments have been made to Amazing Exteriors. Amazing Exteriors started construction before any permit(s) were obtained from City of Austin. Amazing Exteriors obtained a permit 1-2 weeks after demo and construction initially started. This permit was an "express" type permit and was not suitable for the scope of work that Amazing Exteriors was contracted to do. City of Austin "Austin **************** persons visited the site in December 2019 and again on January 2, 2020. City of Austin code enforcement stopped all work while they were on site. City of Austin sent a violation report via postal mail dated January 3, 2020. At the time the project was stopped by City of Austin code enforcement the contracted work was approximately 80% complete. Amazing Exteriors did not obtain any permit(s) before starting the work and then obtained wrong and/or incomplete permits again and again and again. See the City of Austin public permit info to view the numerous permits that Amazing Exteriors opened and has never closed. The complaint is simple, (1) Amazing Exteriors needs to resolve and close all permit issues, (2) Amazing Exteriors needs to finish the remaining contracted work, (3) remediate a new wall that cracked again after Amazing Exteriors made an initial repair, and (4) remediate issues found by a licensed home inspector. I/we have met with Amazing Exteriors ownership several times. They promised to complete the work after a $40k payment was made. There is zero evidence that Amazing Exteriors has done anything since about Q3 2020.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had this company install doors about 4 years ago (January 2018) and I have had issues with them since install.I have made multiple calls to company and never received 1 call back from them. I am the one always having to call back. I have been more than patient with their issues of staffing, and every other excuse I get when I call. My doors have been inoperable for more than a year now and I need this issue resolved or have them take out the doors and give me a refund and let me find another company to the job right. Yesterday they once again were supposed to come to my house and never showed up. I called and was advised he would look into it and call me back, which of course did not happen. I have made repeated attempts to get resolution to no avail. I am filing this complaint as a last ditch effort to get something done before I have to hire an attorney.

  

  Business response

  04/13/2022

  We replaced the hinges on homeowners door and now the door closes and locks. The door is still not 100% so we have scheduled an install date with the homeowner to reinstall the door to ensure she is satisfied.

  Customer response

  04/14/2022

  Complaint: 16990556
  
  I am rejecting this response because: the doors are still not operational and will cause even more damage if i use them.  If the business follows through with the reinstall and that resolves the issue then i will be satisfied.  I would like to keep this open until the issue is resolved.
  
  Regards,
  
  ***********************

  

  Business response

  05/04/2022

  We took the door out to inspect it for proper reinstallation and determined she needs a new door. The Door is on re order and she will be scheduled for installation as soon as it comes to our warehouse from manufacturing.

   

  Customer response

  05/04/2022

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

  Customer response

  10/06/2023

  Complaint: 16990556
  
  I am rejecting this response because:
  I have been trying to get my doors installed correctly for the past 7 years. I have filed multiple BBB complaints which the only way I can ever get a response from the company. I filed a complaint last year and **** called me, came out to my house, made a plan and then never followed through on that plan. I have promised a call from ***** over a month ago an no call. At this point I would just like my money refunded so I can go to another company that actually cares about their business and service and cares to do the job right. This company waits just long enough for the complaint with BBB to close and quits responding or trying to resolve this issue. I have WAY more than patient for the last 7 years and want this resolved NOW. Not having a properly working door to my backyard is beyond inconvenient. The doors that are in now are damaged and they need to be replaced ASAP. Please refund my money so I can get this issue resolved sometime before I die.
  Regards,
  
  ***********************

  

  Business response

  11/15/2023

  From: *********************** <***********************************>
  Sent: Wednesday, November 15, 2023 9:39 AM
  To: ******************************* <*********************************************************>
  Subject: RE: BBB Complaint 16990556

   

  Hi *******,

   

  Amazing Exteriors installed a new door for *************** on October 17^th and closed out her account.

   

   

   

  Thank you,

  Customer response

  11/15/2023

  Complaint: 16990556
  
  I am rejecting this response because: the new doors were installed but the underlying issue was not addressed and they doors still do not work properly.  they do not closed unless they are slammed so i have not been able to use them.  there is once again no adjustment left in the doors which was the original issue and they are very close to starting to rub again.  these issues were brought up to the installer but no action has been taken.  if they don't fix the underlying issue these doors will never work properly.  the installer showed up and was not aware of the issues and why he was even installing new doors.  i am in no better position than i was with the old doors except these aren't damaged yet because i am not using them.  these are the access doors to my back yard and not having use is very inconvenient with a dog.
  
  Regards,
  
  ***********************

  

  Business response

  04/03/2024

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

  We apologize that you are still not happy with your new door. One of the owners of the company would like to come walk the project with you. The odds of this being a manufacturing and/or installation issue are slim since we have purchased & installed 2 doors now. We feel that it is your foundation that is the issue but he would like to see it in person & discuss. 

  Sincerely,

  April

  Customer response

  04/08/2024

  Complaint: 16990556
  
  I am rejecting this response because:  I know this is an installation issue because you had an installer that knew how to adjust the prior doors and had them working.  He no longer works there.  Another installer came out and had a solution but by time he was scheduled to come out, he no longer worked there.  It's the same story every time someone comes out and comes up with a plan.  But yes you are welcome to come out and take a look.  
  
  Regards,
  
  ***********************

  

  Business response

  05/21/2024

  Good afternoon, we have since changed management and I would like to send a new Project Manager to address the issue with your door. He is a Marvin certified installer and will be able to assess the issue properly and is capable of adjusting the door to correct your issue. I would like to schedule this service for Thursday, May 30th, at 10AM. I would reach out directly to the homeowner to see if we can schedule this service and resolve all issues. 

*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. ↩