ComplaintsforAmerica's Choice Windows
Current Alerts For This Business
In February 2022, America’s Choice Window began exhibiting patterns of complaints and their number of complaints is continuing to trend up.
Patterns alleged in complaints and customer reviews include poor communication with consumers, delays in installation, damage to home or windows upon installation and poor installation. Consumers are paying deposits but are not receiving updates/communications during the process. While the company may state they can not give a guarantee on a delivery date, due to the manufacturer delays, consumers are stating the company is failing to communicate with them. Their calls are not being returned.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/18/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
10/16/20, Sales rep Stephanie came to my home for new windows. I paid $7,500, half required for 23 windows. Said expect in several months. Covid & no windows through 2021. Steph said no contact for window estimate. Can only see trucks arrive/unload. Same words from Carley, office. They denied having order numbers/tracking methods. Both refused providing owner's name & ridiculed me. Trey Martin is owner. Feb '22 I called. Carley said windows arrived. March 7 - 1st install. 4 men to arrive 9a-10a & install in 1 day. 2 men showed 11am w/ no company/personal ID. No co. name on truck. I wanted my windows. Installer was a cook. Half windows installed dt darkness. 2nd install 24 March, 1100, cook & a security? man, arrived 1100. NO ID. Install completed late; 7-8pm; dark. Man gave me eval. I wrote I could not eval install dt darkness. I paid $7,500.00. Next morning I was freezing. I found one double hung was down. NO BALANCER. Wouldn't stay up. I noticed screens flapping in wind, too short. NO weather stripping on screens, dirt & bugs flying in. I sent pix & info to Steph. She forwarded all to Edwin. I kept calling office for return fix. They do NOT do on-site quality checks afterwards. NO customer service after sale. Customer must call ALL THE TIME. Steph said "they SLAM them in to get the job done." SLAM is correct, IMPROPER install. Most windows have separated from home frame by several mm; warped frame results. ALL NEED REINSTALL. April 20, Edwin, production team mngr, arrived. He agreed sloppy install, short/torn screens, (fixed tears onsite), bent frames, no weather stripping. I asked about my warranty, saying Steph declined info. I've paid & NO warranty. He said call office & ask Carley. He called office in front of me. Told Carley send my warranty. NO warranty. I call frequently since April, 7 months. Carley says can only send emails to manufacturer- gets no response. I have no updates. A nightmare w/ windows pulling out of frames. Plz help.Initial Complaint
10/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
on November 31, 2021 I purchased 22 windows for $10,776.40. The windows came in July 2022 arranged to have them installed on Aug 15, 2022 but they didn't show up till Aug. 16, 2022. All windows install but 2 of the windows in the master bed room will not open and one of them missing hardware (screen). I have talk to Tra Martin about the missing screen he said it was a manufacture issue. I text Tra Martin on the 18 of Aug. 2022 about the master bed room that the 2 windows we could not open. My wife could not open the windows But no response.. On Sept 10, 2022 I called Stephanie Sullivan left a voice mail. She returned my call and I explained to her of the problem. She said that the service tech will be on vacation and return after the 19th of Sept. 2022. Well on the 19th Sept. the tech called but no one was home. I returned his call an spoke to the service tech and told him i was out of town and i was told he wouldn't be available till after the 19th of Sept. I left Stephanie another text message on Sept 26, 2022. telling her my wife will be off Wed. 28th. Stephanie responded that she would have to check with the tech because he is stacked with installations, no show. I text message Stephanie on Oct 3rd and gave her my wife schedule that she would be off Oct 5th. My Wife called the service tech an spoke to him. His response was there was nothing schedule for servicing the windows and she had to call the office. On Oct 10th I left a message to Stephanie letting her know my wife will be home on the 11th and on the 17th of October. No response.Initial Complaint
08/23/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We ordered windows from a salesperson representing America's Choice Windows on April 17, 2021. We paid half of the total price with balance due upon installation. It's been almost a year and a half and we still do not have our windows. We were first told that the windows would be installed in October 2021. Initially, the salesperson would call me on a monthy basis to check in and reassure us that everything was on track for the October installation. Then, the installation date was postponed to January 2022 and then to May 2022. During that time the salesperson’s comunication with us dwindled and shortly after we stopped hearing from her. On one conversation, our salesperson stated tht some of our windows had arrived and the were waiting for the remaining arched windows. There has been no offer for them to install the ones they have received. I have made several attempts to contact our salesperson. She rarely answers the phone and rarely returns my calls. I began to call the main office and received the same results. They promise to look into the issue and call back and we never receive a call back. Recently, I began to use emails. The emails did illicit a call from our salesperson on July 6, 2022. She said she and the office representative pinned down exactly where the trucks were and our windows would arrive the first week of August 2022. Two weeks into August, I received no calls about installation. I called our salesperson again on August 15, 2022 and she told me the trucks arrived two weeks ago but our windows weren't on the truck and they are on back order. She told me she would look into it and get back to me (again). Today is the August 18th and I still have not heard from her. We have tried to be patient, but a year and a half is way too long. ACW keeps postponing dates, avoiding us and now we want a full refund.Initial Complaint
02/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
when American choice removed my windows they applyed pry bars directly to brick around windows and damaged many bricks around several windowsBusiness response
03/22/2022
Our office spoke to Mr. **** on Friday, February 18th to address his concern regarding damage to his brick. Mr. **** was given a thorough walk-thru upon completion of his window installation on January 27, 2022, and appeared satisfied, noting 0 issues. He gave us all 5's on an internal (survey) document. Nearly three weeks post-installation, Mr. **** began complaints of broken brick, in between this time Mr.**** mentioned that he had two other contractors (painters & pressure washers) out at his property AFTER America's Choice WindowsInitial Complaint
12/08/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
We purchased windows in August of 2020 from America’s Choice Windows for a full house. At the time that there was a change order to change the style of window in the front of the house. We were told at that time we could expect installation sometime between November to December. Our windows were installed on June 30, 2021 and the front windows of the house were an incorrect style, , they did not follow the change order. I canceled the check we had given for final payment because the windows were incorrect. I was told at that time they I could expect the windows in 12-20 weeks. It has been 21 weeks. I called America’s Choice Windows this morning and was told our windows would not be installed until March of 2022. I find this totally unacceptable. It was their mistake, I feel we have waited long enough. I am writing to you in hopes this situation can be approved upon.Business response
01/13/2022
From: Admin Support Team America's Choice Windows <[email protected]>
Sent: Wednesday, January 12, 2022 1:34 PM
To: drteam <[email protected]>
Subject: [External]Fwd: [External] response to BBB Case # ******** Paul & Robin ********* [RESPONSE]We have already installed windows in this customer's home, however are waiting to receive their remake windows from the manufacture. When Mrs.********* called our officewe willingly provided the ETA provided by the manufacture, to her.We make no guarantee of delivery dates for all orders are custom manufactured products and due to the global impact of covid-19, the manufacture has experienced delays that have nothing to do with America's Choice Windows. This impact has impacted the whole industry and raw materials as well as the majority of manufacturing across the world. America's Choice windows is acting within the terms and conditions of our contractual agreement and although the customer may not like the ETA provided to us by the manufacture, that is something out of our control.
Thank you!
Administrative Support Team
America's Choice Windows
713-482-8902
Customer response
02/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
[We purchased windows in August of 2020 from America’s Choice Windows for a full house. At the time that there was a change order to change the style of window in the front of the house. We were told at that time we could expect installation sometime between November to December. Our windows were installed on June 30, 2021 and the front windows of the house were an incorrect style, , they did not follow the change order. I canceled the check we had given for final payment because the windows were incorrect. I was told at that time they I could expect the windows in 12-20 weeks. It has been 21 weeks. I called America’s Choice Windows this morning and was told our windows would not be installed until March of 2022. I find this totally unacceptable. It was their mistake, I feel we have waited long enough. I am writing to you in hopes this situation can be approved upon.Provide details of why you are not satisfied with this resolution.]
Regards,
Initial Complaint
12/06/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
In September 2021, ACW came to my house for a complete window replacement. As of today, the installation is incomplete. Between the end of September and now, numerous texts and phone calls to the sales rep have gone unanswered. The only thing that got a response but no action was a complaint I filed on their website in October. On November 19th, I called their customer service again and was told they would get us on the schedule to have the installation. Never heard back from them. We never got our walk through either, and we have concerns about several windows.Business response
01/10/2022
From: Admin Support Team America's Choice Windows <[email protected]>
Sent: Monday, January 10, 2022 5:14 PM
Subject: [External]Re: [External]Fwd: Complaint ********America's Choice Windows has completed all work pertaining to Mr.*****' home. Please close this complaint, as the issue has been resolved. Thank you.
Thank you!
Administrative Support Team
America's Choice Windows
713-482-8902
Customer response
01/22/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,No they haven't. The installer that we finally got to come out on December 17 to finish the initial install told us that our bathroom windos are defective and need to be replaced. Over a month ago. How in the h*** can you allow a company that has a track record like this to continue to exist? thanks for nothing. I'll present my case to the Texas AG
Business response
01/26/2022
From: Admin Support Team America's Choice Windows <[email protected]>
Sent: Tuesday, January 25, 2022 10:03 AM
To: drteam <[email protected]>
Subject: [External]RESPONSE TO BBB Complaint ID #********The window(s) in which Mr. ***** is referring is a manufacturer warranty. The manufacturer services and warranties their own product. Upon delivery, the manufacturer was notified and a ticket was opened to remake the window/part(s). When the items are received and checked into inventory Mr. ***** will receive a call from their authorized services team. If there is no update in status we have no information to pass along. The homeowner may not hear from anyone until the warranty items have been produced and are ready for installation. We have no control or access to information pertaining to a customer's warranty. The manufacturer has its own processes, policies, and procedures. We have and continue to operate according to the terms and conditions of our contract.
Thank you!
Administrative Support Team
America's Choice Windows
713-482-8902
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Customer Complaints Summary
21 total complaints in the last 3 years.
3 complaints closed in the last 12 months.