ComplaintsforAdvanced Window Systems Inc
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Complaint Details
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Initial Complaint
11/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
New home construction. Windows were delivered missing components. Once we moved in we had storms and windows missing components leaked terribly. Company was informed. They showed up and fixed 2 of 11 windows. We were told they would be back to fix the rest. No one ever contacted us about coming back. I emailed service and company reps and got no response. Finally a month later, and the more storms, I hear back they are coming in 2 weeks. Today was day 42 and they were supposed to come fix windows. I emailed prior to appointment time to let them know we were home to let them in. 30 min past appointment time I get an email saying they weren't coming and would have to reschedule. Recurring water damage to my home due to defective products they sold me is of no consequence to them. Didn't even offer an apology about damage and show no urgency in getting our windows fixed to prevent further damage to our home. They also came out to replace a piece of plate glass in one restroom from frosted to clear. They took the frosted glass from the window with them without asking. Glass from a window we purchased from them by the way. Then told us there were documents we would've needed to fill out ahead of time if we wanted to keep the glass. Again this is window glass we purchased from them already and they had no right to take. We had a use for the glass elsewhere. Their response basically was too bad we already destroyed the glass.Business response
02/08/2023
******************* job has been completed. We replaced all the missing pieces from the windows that were causing the water infiltration.
As far as replacement glass goes, there was some miscommunication. When old glass is removed it's not typically re-usable. We recycle glass whenever possible and have an extremely small amount of customers that ask for discarded material. We would rely on them to tell use if they plan to keep something like that. It was informed to our service techs after the repair that the glass was planning to be saved. By then its too late since most of the time the old glass breaks coming out of frame.Initial Complaint
10/31/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Started this process back in February, it is now October 31, 2022 and I still don't have all my windows! Made initial deposit on March 7th, scheduled installation on May 4th. Out of 11 windows 3 were installed with broken glass and one was the wrong size(unable to install). After no follow up I left a message for ************************* President/*** he in return handled the message to **** to follow-up on. On July 8th I got an email from **** said my window would be in on July 20th. They came out and installed the window and 1 pane. We schedule another installation for August 11th they replace 1 broken piece. Contacted the *** again, this time he did call me back and assured me that he would get to the bottom of this....month's later I'm still waiting! I still need 2 screens and 1 piece of glass. Replied to a collection email on October 6 no response, Replied to *********************** collections October 10 no response.Business response
02/08/2023
This job was completed in full on 11/15/22. The customer paid her remaining invoice balance on 11/30/22. AWS like other distributors is at the mercy of material lead times. Manufactures have had a hard time keeping up with shipping and demand for products. We are in constant contact with our manufactures checking on delayed product but we not able to complete jobs till we have all the proper material on hand. We do our best to provide realistic lead times to our customers, but even then, we arent always right.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.