ComplaintsforAll American Window & Door Co., Inc.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had All American Window & Door install 2 windows, an entry door and a storm door on 7/7/23. I only have a continuing problem with 1 window. The window was installed and everything looked ok at first. When the installers left I opened the windows wide open and that's when we noticed that both the left and right slider were both crooked. I called All American and they sent someone out to look and they decided it needed to be reinstalled. That appointment was on 8/12/23, the same installers came out and after they were done and left we noticed the sill wasn't sitting flush. Before they left I did look at their work and since the sliders when open and looked fairly straight I let them go. After they left and we were sitting in the living room we noticed the sill wasn't flush. I called on Monday and they sent someone out again. At first they were saying it wasn't a problem, then my husband pointed out that the outside profile didn't look right and the inside sash stops wouldn't open. Then he said he'd send out another crew to reinstall the window. They came out 11/3. On 1/8 it rained, we were not in the house at the time and on Thursday noticed that there was water on area between the 2 sliders inside the house, of course the outside channel. That water was about 1/2 deep and not draining. When I called they did send **** out to look, but told my husband that it was normal and condescendingly says "You know what a weep hole system is, don't you". Unfortunately voices were raised and **** left immediately. Once again when trying to understand what has happened we found another problem. The stationary window was not fully seated with the frame. There is daylight coming through where light should not come through. I called the office on Monday and left a message for ******. On Tuesday afternoon I called again. Once again he told me that it's normal for water to sit the inside of the window and if I knew what a weep hole system was and that I should ****** it. More....

  

  Business response

  11/16/2023

  This diatribe complaint is in retaliation to a Certified letter sent to this woman and her husband (see below), after he attacked one of my staff while he attempted to explain how weep holes function in windows. Our only error in this was not calling the ****** Police immediately and having her husband arrested for battery and letting him see the windows inside a jail.
  
  To:       ProVia
  President and CEO ***********************
  2150 State Route 39
  ************** 44681
                                                                                                                            November 10, 2023
  
  Re:      ProVia Order #********
  
  
  Dear ****************,
              I am writing about the above Order,as my Production Supervisor, ******************* recently went to the customers home,located at ************************************************************************************, in response to water inside the track after a rather substantial rainstorm and he wanted to inspect the weep holes to assure himself that they were not clogged somehow.
  Background
  The customers, ***** and *******************, of the above address, have a demonstrated history of abusive conduct towards installation and service technicians, after purchasing a number of ProVia products and having them installed. A triple-slider, has been installed and re-installed twice more, just to aesthetically please them.  We have made every attempt to satisfy them and remain professional, despite their obstreperous attitudes.
              On November 8, 2023, ****** was experiencing rain, .43 inches, wind gusts up to 19 mph and 100% humidity for most of the day.  The customer called in the afternoon of November 9th, due to water in the window track and **** immediately went to the home.  He saw no water beyond the track,inside the home, whatsoever.  As he tried to explain to the customer that the water would drain out through the weep holes, ***************** seized the blinds from the window, shouted that his explanation was ********, flung the blinds at ****, who narrowly missed being struck by the blinds by ducking and immediately left the residence without further hesitation.
  Our Position
              Given the violent times we see today, when we send our technicians to homes, we do not envision them encountering combative or assaultive individuals such as this.  Our people are not armed with anything more than their charm and toolboxes.  If people are going to throw objects at our people, we reserve the right to cancel any service agreements with them, due to the safety concerns for our staff and technicians.  We will not, (emphasis added) place any of our people in positions where they may be harmed or in fear for their individual safety.
              We are advising these people that while they may have ProVia warranties, we will no longer service their windows due to the battery to ************** on November 9, 2023.  We will direct them to ProVia for service, if the Company wishes to further involve itself with these people and risk their own technicians.  All of the ProVia products function as they should and have been installed correctly and as outlined by ProVia standards and/or customary practices.
              If ProVia wishes us to continue to service its products for these people, we will require at least one professional security officer on-site, to assure the safety of my people and we will seek reimbursement from the Company or the customer as directed by the Company.        
              By copy of this letter, via Certified Mail, that we are notifying the customers that we are shedding service of their ProVia products for safety reasons, immediately.  These customers have proven themselves as threatening and assaultive, thereby voluntarily withdrawing themselves from any foreseeable obligation on our part.  We have never encountered a situation like this and hope to never see this happen again, but my staff and contractors are important.  ************** should have summoned the ****** Police, but refrained from doing so, until talking to me and our advising you of the seriousness of these peoples egregious conduct.
  I await your response.
  
  All American Window ***** Door ************************************************************************************** President ***** Owner
  N112W14880 *********,
  **********, ** 53022
  
  
  
  Cc:         Mr. ************************************** and *******************;  Certified Mail # ********************

  Customer response

  11/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *******************

  Customer response

  11/21/2023

  There was no offer made and reply was untrue.

  

  Business response

  11/30/2023

  **SEE ATTACHED DOCUMENT**

  Customer response

  12/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As far as taking pictures of an incident that didn't happen...why would I? If I had known you would outright lie I would have recorded the incident.  

  As for the window, it is still not right, I can slide a dollar bill folded in half, 3 times, and it will easily slide from the space between stationary window and frame.  I don't think that is normal for a new window. Something is wrong and All American is refusing to accept responsibility for the real problems of this window.  Attached is a picture of the dollar bill. I have a video that shows it from start to finish. 

  I still need to have a window that is complete, does not have gaps, does not let air and water in and that is level. I don't think that is much to ask for from a professional window company.  I paid for a complete, professionally installed window... I do not have that.
  
  Regards,
  
  *******************

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 12th, 2022, I contacted All American Windows and Doors about my defective bedroom window. I have a lifetime warranty on the windows that were installed. The All American representative said it would take several months to get the replacement window. I started calling about three months later and didn't get any answers after leaving messages several times. My son stopped at the store on September 9th. He was told All American no longer warranties the windows. I would have to call *********** Windows at **************. I did. They referred me to Plygem.com. I filled out the information on Plygem.com and nothing happened. Even if I ever get the replacement window which looks unlikely, All American will not install it. How can you advertise a lifetime warranty, still be in business and not honor it?

  

  Business response

  10/18/2022

  The product has a lifetime warranty through the manufacturer, *********** Window/Plygem. We do not represent that manufacturer; however, that manufacturer still warranties their products. The manufacturer requests homeowners submit claims via telephone at ************* or through their online website at https://www.greatlakeswindow.com/why-***********-window/warranty-request/. 

  We will service the glass swap and have let the customer know to contact ** when they receive the glass from the manufacturer. 

  Customer response

  10/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

   

  Why did it take 5 months to find out I had to call and request a replacement window?  This only happened after my son went to the business and complained.  During a phone conversation, the man I spoke too said, we had to find our own installer if we ever got the replacement window.  Now All American claims they will install the replacement window.  What story do I believe?  As I said in the original complaint, I have called *************** number.  It's been a month and no action.  Winter is here.  I have a leaky window.  

  Customer response

  12/06/2022

  There has been no update on this complaint.  I have had no contact with All American Windows and Doors.

   

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

  

  Business response

  12/07/2022

  Our response today is still the exact same as our original response. ***** MUST call or place a website warranty claim through the window manufacturer, *********** Window/Plygem. We are NOT allowed to do this for her as *********** Window/Plygem will not communicate with ** or ship products to ** anymore. They have changed their business model for warranty issues. ***** had her windows installed in ****, which is 21 years ago. Today she has a glass seal failure which the manufacturer is responsible to correct. Our hands are tied. She must continue to ****** *********** Wiindow/Plygem. 
  

  ORIGINAL RESPONSE: "The product has a lifetime warranty through the manufacturer, *********** Window/Plygem. We do not represent that manufacturer; however, that manufacturer still warranties their products. The manufacturer requests homeowners submit claims via telephone at ************* or through their online website at https://www.greatlakeswindow.com/why-***********-window/warranty-request/. 
  

  We will service the glass swap and have let the customer know to contact ** when they receive the glass from the manufacturer.' 

  Customer response

  12/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

   

  We have contacted ***********.  Our request for a replacement window has gone nowhere.

  Customer response

  12/07/2022

  I called the manufacturer using the phone number All American gave me.  The person answering the phone gave me an e-mail address to submit my claim.  I submitted the required information on their web site.  The only response I received from *********** was an auto reply acknowledging my request. My warranty request was originally submitted to All American in April.  It is now December and no replacement window.  I could have had an entire house built by now.

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