Complaints

• Initial Complaint

  02/10/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had my windows replaced and, according to the salesperson, and the warranty information provided, glass breakage was an included benefit of their product. A window recently cracked, I submitted a warranty claim and received a denial because I hadn’t paid for that coverage. A request to pay for the coverage was never offered, it was simply included with purchase. I have attached a copy of the purchase agreement and the warranty statement that was provided. A copy of their denial is also attached.

  Business response

  02/11/2025

  We have received your correspondence regarding the ***** window matter.

  Our files, from his original 2012 order, do not show coverage for broken glass - as such the evaluating rep denied the claim.

  However, an 'appeal' was triggered following subsequent contacts from the claimant.  It was discovered that it is possible the units were indeed covered for breakage,but incorrectly marked at the time of the initial sale (2012).

  As a result, the claim was overturned/approved.  The new unit was ordered earlier today and is expected to ship approximately 2/20.

  If we can be of further assistance, please let us know.

  Customer response

  02/12/2025

  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.

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 15 windows back in September 2021 for a total of $17800. They were installed in February 2022. The brand is Alside and the model is the Mezzo. 6 months or so after they were installed the windows that were not in the shade turned yellow. I contacted the installing company immediately and for over 2 years I was told this is covered and it is just a matter of time to get new windows. Finally at the end of last year I was told that I would need to contact Alside directly and deal with the manufacturer on my own. I am including a copy of the brochure and warranty (which clearly states corrosion is a covered warranty claim). In scientific terms discoloration (or yellowing) in vinyl is in fact corrosion. I included screenshots of corrosion definition in vinyl and the answer I received finally when I was left to take care of this on my own about 2 years later. Again, this issue started 6 months after these windows were installed and it took me over 2 years to get an answer from the Manufacturer. I was just stung along by the selling company and Alside for all that time. I am not sure what it cost ALSIDE to make these windows so I just entered the price I paid for these windows. I would like to add that there were 4 other windows that another company installed because ALSIDE could not make them. These windows also corroded. Not even 6 months after they were discoloring (corroding) they were replaced by the manufacturer without any questions asked. Why would one company have a different interpretation of corrosion (discoloring) of the same product and material in the ****** ****** as another?

  Business response

  01/28/2025

  We have received your correspondence regarding the ***** home. 

  Our warranty does not cover the yellowing of windows and the claim was accordingly denied.  We can not comment on the coverage provided or not provided by another manufacturer.  

  If we can be of further assistance, please let us know.

  Customer response

  01/29/2025

   I am rejecting this response because:
  I purchased the windows with a warranty that states corrosion (In vinyl that is called yellowing is covered). Do you think I would have purchased anything that turns yellow as an upgrade for my house? Come on, lets be real.
  
  

  Business response

  01/30/2025

  We have received your newest correspondence regarding the ***** window matter.

  Our warranty covers certain manufacturing issues.  The complaint filed by this claimant is either not the result of a manufacturing issue, or not a covered item (or both).

  We understand the homeowner is not satisfied with his product, but there is no coverage available under his warranty terms.

  If we can be of further assistance, please let us know.

  Customer response

  02/02/2025

   I am rejecting this response because:
  This is just not aceptable. This windows were purchased and 6 months later the ones facing the sun all day turned yellow. 6 months!!!!! What kind of horrible craftsmanship is that????????? I have 4 windows installed by another company in *** *****. They used a different manufacturer. These windows did the exact same thing, they turned yellow. Guess what? They are already replaced with a better quality material. You Alside, should be ashamed of your product. How can you sell this nasty window to people??? ^ months and they turned yellow. Come on do the right thing!
  
  

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is an insurance for my windows. I bought windows three years ago and I found a problem in my bay window water coming in from the outside. There is rot and black mold from the failure of this window. I filed the complaint three months ago with associated materials about a week ago. I got a letter saying that they denied my claim. I have two contractors that looked at this window, and they both said the window is faulty. Associated materials, never step foot in my house and even looked at the window so how can they deny my claim? Case/Claim Number # ********

  Business response

  12/04/2024

  We have received your recent correspondence regarding the *********** window matter.

  Our offices reached out him with an update on 11/26.

  The information received did not verify the existence of a window manufacturing issue that would be covered by the warranty.  As such, the claim was denied.

  If the claimant disagrees, they are welcome to submit additional information to have us re-evaluate.  We would require a local inspection, arranged by the claimant, to show the problems being claimed.

  If we can be of further assistance, please let us know.

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been working with the installer, ******* roofing, siding and Windows, as well as Associated Materials to get replacement or a monetary compensation offer for two years. The company offers a lifetime warranty and this product has been an issue since installation. They continue to push out the refund they keep promising.

  Business response

  11/15/2024

  We have received your correspondence regarding the ******** siding matter.

  The claimant elected to accept our settlement offer and signed the document stating as such on 11/1/2024.  

  Typical payment time for a settlement is 60 days.  As such, this payment would likely be issued around the end of the year.

  It is worth noting that the payment amount agreed to is $25,390, not $35,000+ as requested herein.

  If we can be of further assistance, please let us know.

  Customer response

  11/26/2024

   I am rejecting this response because:  We've been waiting for our house to be re-sided or a full refund for two years.  If we have received our check and it clears the bank we'll be somewhat satisfied. Honestly, a full $38,500 monetary offer should've came to fulfill the complete cost of the siding installation, being the monetary doesn't cover any claims of the existing siding.  Also, no future claims will be allowed under the current offer.  If anything goes wrong with their current sighting, we'll have to pay another installer for another product at a much higher cost.
  
  
  

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  September 2023 we filed a warranty claim for multiple windows whose seals had broken. We waited until March 2024 when finally 2 windows out of the 3 windows and sliding glass door we expected, and one window was broken during installation. In July 2024 finally received a replacement for the broken window, still missing kitchen window and sliding glass door as of today 10/17/2024.

  Business response

  11/01/2024

  We have received your correspondence regarding the ****** matter.

  Our files concur with the claimant's timeline.  This has been opened for more than a year, and we have already placed 5 separate orders to try and resolve the issues reported.

  Our windows are made to order, so there is no stock size we can just send out when a claim is filed.  Each unit is produced specifically for the home.  As a result, production can take some time.  Further, unfortunately, as homes settle, etc. - being off by 1/16" or 1/8" could cause the produced unit to not work.  While we take care to protect our units in shipping, glass is always subject to breakage.  Finally, we use outside contractors to provide the labor portion of the warranty coverage and are often subject to their schedules.

  All of that to say sometimes repairs take some time to complete properly.  We know it can be frustrating for our homeowners.  We do not want these claims to drag out - and every time we produce a unit or dispatch a crew, we pay for it.  It is in our best interests, as well as the claimant's, that we get this right the first time, and we make every effort to do so.  

  To that end, our current order is expected to ship shortly and the local contractor will schedule the service upon notification of delivery.

  If we can be of further assistance, please let us know.

   

   

  Customer response

  11/01/2024

  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. As long as this gets completed without requiring more and more effort from me to chase it down. ****** *** **** ** ******

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Associated Materials is (apparently) the warranty arm of Alside windows, which we had installed in our home several years ago with the assurance that they carried a lifetime warranty against defects such as broken glass, broken seals, etc. Three of the windows in my home have failed and fill with water during rain storms or when sprinklers hit the side of the house. I filed a warranty claim on August 27 which was quickly put into "Analysis Required" status on the Associated Materials website. I made a follow-up call on September 19 and was told that an on-site inspection would be required and I would need to wait another two weeks, and within that time someone local (I am in **** and Associated Materials is apparently in ****) would contact me to make the inspection. I have heard nothing, so I called again today (October 3) and was told that "the engineer" was still reviewing my claim and that "maybe" an onsite inspection would be required. The person answering the phone does not provide any specific answers and will not transfer me to someone else who can give me a better update on the status of my claim. The person answering the phone is rude and has no answers, nor can she transfer me to someone who might be more helpful. It seems clear at this point that this claim is not being handled as promised per the terms of my purchase contract.

  Business response

  10/08/2024

  We have received your correspondence regarding the Tolen window matter,

  Our files show that the claim evaluation was completed, and the claimant was notified of the results on 10/4.

  There were no manufacturing issues found with the unit (from the pictures submitted).  Windows are designed with a weep system to manage small amounts of water by channeling the water through drainage systems and back outside.

  As the manufacturer of the units, Associated Materials provides a warranty which covers manufacturing issues.  Given that no such issues were located, the claim was accordingly denied.

  If the claimant believes a manufacturing issue exists, they are welcome to submit evidence of it for further evaluation.  In some cases, a local contractor/inspector or the original installer might be able to provide assistance in gathering relevant information for submittal.

  We would review anything received, but at present, with all submitted information, it has been determined that no manufacturing issues are present.

  If we can be of further assistance, please let us know.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a slider installed by Universal Windows Direct. Less than two years later, the door is deteriorating. I filed a warranty claim, which was a long and very inefficient process with AMI. They did not send anyone out to look at it and or provide an explanation on why the door is in the shape it is in after only 2 years of install. They denied my warranty claim of course. It will cost me another $2500 to replace the door. They sell faulty products and do not honor their warranty. I will not be buying any products from this company again.

  Business response

  09/26/2024

  We have received your correspondence regarding the ******** door/window matter.

  Our offices evaluated the matter (which was a yellowing of the white door).  It was determined that there was no warrantable manufacturing concern impacting the unit in question.  As such, the claim was denied.

  If we can be of further assistance, please let us know.

  .

  Customer response

  09/30/2024

  My door is not just discolored, the material seems to be melting. The discoloration does not come off. I have vinyl windows on my house over 20 years old that are not like this.

  Business response

  10/09/2024

  We have received your newest correspondence regarding the ******** window/door matter.

  Our files had no record of an issue other than the yellowing concern, so only the yellowing concern was evaluated.  If another problem exists that could be related to a warrantable manufacturing concern, we would like to evaluate that matter as well.

  Our offices reached out to the claimant a few times on 10/8 (email and phone) - but no reply as of yet.

  It is worth stating that it would be unlikely for a manufacturing concern to cause a 'melting' effect - but there is enough uncertainty in that complaint description, that we would like to look at it.  Hopefully we will be able to receive some pictures and evaluate further.

  If we can be of further assistance, please let us know.

  Customer response

  10/09/2024

  I have sent multiple pictures via email and I do not receive a response. My slider frame is turning brown to black. 

  Business response

  10/16/2024

  We have received your newest correspondence regarding the ******** matter.

  His newest information was received and our offices spoke with him to discuss the matter.  We asked for him to provide some additional information and created a new claim for his current concern.

  We will evaluate the matter and determine if any assistance will be available under his warranty terms.

  If we can be of further assistance, please let us know.

  
  

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/31/24 I ordered some warranty replacement windows from Alside Windows. (The windows were about 12 years old and had lost their seals). On warranty replacements, over a year old Alside provides new windows but the buyer contracts with a third party to install. 3 of 4 windows appeared fine, but 4th was scratched. Installer notified Alside for replacement. Came in 3 wks later and was installed. Noticed discoloration on "new" windows, problem with laminate. Had to file a 2nd claim with Alside to replace again. I raised the issue with Alside that we needed relief from cost of installation since replacement windows were within first year and should have been defect free the 1st time. On 3 occasions Alside rep. said couldn't do that. On 9/10/24 wrote to ***** *********, the CEO of Associated Material. Have yet to hear back. Have reached out through claim process several times. No response. All we are asking is Alside stands behind their warranty for "new" windows and covers the installation to remedy defects within the first year

  Business response

  09/20/2024

  We have received your correspondence regarding the Long window matter in Tennessee.

  Our records show that there was an email exchange with the claimant earlier today in which our offices agreed to cover the installation of the newest units.

  If we can be of further assistance, please let us know.

  Customer response

  09/21/2024

  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.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty claim appears to have stalled, I hope BBB involvement can get it moving forward again. I purchased several windows from Alside, which is a division of Associated Materials. I contacted ****************************************, and was assigned the warranty claim number ********. There have been several email exchanges starting in mid-July 2024, where they would ask for information or pictures, all of which has been sent. August 2nd was the last time I received an email from AM. I followed up with emails on August 19, August 26th, and September 9th. None of those have been responded to (I did check my spam folder). I called around September 2nd and did speak to someone, but they just put a note in the file that I called. So it's been two months since the claim was started, and about one month since I last heard from them. There has not been any info provided regarding what the next step is, or when it may take place. In the meantime, it's been raining here and the window continues to leak. I'm looking for the BBB to help, if possible, get a response from Associated Materials that includes what the next step is and when it may take place.

  Business response

  09/25/2024

  We have received your correspondence regarding the ******* claim.

  Water infiltration concerns are rarely related to the manufacture of the window.  As such, when they are received, they take longer than our average claims to evaluate.  

  While we are unable to confirm that a manufacturing issue exists on this product, we will provide some assistance in the form of materials.  There is no labor coverage on this product - but some materials will be sent out that would help resolve the problem, if it is indeed a manufacturing concern.

  The warranty team is working with engineering to determine what needs to be sent out - and the homeowner should receive a contact with that explanation once determined.

  If we can be of further assistance, please let us know.

  Customer response

  09/25/2024

   I am rejecting this response because:

  There are only options to accept or reject; I have a counterproposal/ suggestion.  

  Can Applied Materials identify a trusted dealer/ service company for me to contact?  I can have them come out and look at the window.  If it's just a labor issue such as caulking, I will pay for the labor.  If it's a material problem, Applied will have the input of their own service person on which to base any further action.  

  I think having someone who does window service for a living is more likely to correctly identify the issue than trying to do it off a picture. And I'd like to cure any water leak that might be out of sight within the wall (if it exists) before it becomes a bigger issue.
  

  ****
  
  

  Business response

  10/02/2024

  We have received your newest correspondence from the **** window matter.

  As a manufacturer (not an installer), we are not in a position to refer the claimant to a labor provider.  Our offices might be able to speak to a local contact that the claimant may elect to correspond with or consider - but a written recommendation can not be provided.  He could potentially contact our offices by phone to discuss that matter.

  Given this correspondence is through the Better Business Bureau, the claimant might elect to use their network to find a viable recommendation for a local window technician.

  Customer response

  10/07/2024

   I am rejecting this response because:
  
  
  As this is a leak of unknown origin, It's Associated Material's position that it's the customer's respectability to prove manufacturing defect.  Associated does not provide any assistance in diagnosing the issue.  In this case customer must hire a service person at their own expense to determine cause of the leak.  There are no authorized service companies, so Associated might accept the findings should they point to a product defect, or they might disagree and in that case there is no customer recourse as Associated is not obligated to accept the findings of someone outside the company. 

  Have I accurately summarized Associated's policy?  Is there any assistance available from Associated for this case that I've not identified?
  

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This concerns a warranty claim. I contacted Associated Materials regarding paint pealing on my siding in Sept. of last year. I sent them a check for $100 for the deductible on my coverage I sent the check on Oct. 4 and received an acknowledgment on Oct. 12 The acknowledgment said the repair would be done by a third party, Advanced Pro Finishing Inc. I gave them until July of this year and then contacted Associated Materials. They told me to contact Advanced Pro directly. I left messages with Advanced Pro at least four times and never received a returned call. I contacted Associated Materials on Tuesday of this week and told them to contact Advanced Pro and, again, I have heard nothing. This claim has been going on for almost a year and soon the weather will delay everything until spring.

  Business response

  09/20/2024

  We have received your correspondence regarding the Culhane siding matter.

  Our files agree that the claim was approved last October and assigned to a refinisher scheduled to work in the area this year.

  Since the job was assigned in October, the season had already essentially ended when this was assigned in 2023.  This season, 2024, was the expected time frame for the completion of this job and it remains so.  Due to the specialized nature of this work, our subcontracted crews only pass through a given area once or twice a year.  While it is not ideal, it is not entirely uncommon for the process to take several months to complete.  That same circumstance makes it difficult to schedule jobs too far in advance.  If a crew is two states away and weather holds them up for 2 weeks - it pushes everyone else back 2 weeks too - even if their weather is perfect at the time.

  We reached out to the refinisher for a better time frame, but were not yet able to secure any dates to provide.  We are consistently in contact with our refinishers and are aware of the aging of this job.  It remains a priority for us to complete. The refinisher will contact the claimant in advance, once they have a schedule to provide.

  If we can be of further assistance, please let us know.

  Customer response

  09/20/2024

   I am rejecting this response because:
  
  I have asked both the manufacturer and the repair company for a simple phone call.  I can understand that the weather has been an issue, but that shouldn’t stop them from answering my call for a general idea when I can expect the repairs to be made.

  I am simply being ignored by both.  I am in Minnesota and shortly we will be getting into autumn and winter seasons will be unsuitable for repairs.

  The manufacturer has ignored my request for help contacting the contractor and the contractor has ignored my four requests for information.

  The manufacturer was promp when it came to cashing my check

  Business response

  09/25/2024

  We have received your latest correspondence regarding the Culhane claim.

  The prior submittal regarded the delayed and uncertain schedule which our reply attempted to address.  

  This current concern is simply asking for a phone call.  Our records show that the homeowner last called us on 9/10 - we answered the phone and discussed the matter still outstanding agreeing to reach out to the refinisher to try and get a better update - which we did.  We can certainly contact the claimant by phone and will do so.  As of yet, there is still no set schedule for the job to be complete - so unless an update is received shortly, the phone call may just be a courtesy to fulfill the request, but we will arrange it nonetheless.  (Please note - the warranty office will be contacted today with that request - it will likely take them a day or two to receive that request and make that call)

  We will continue to work toward a schedule update for the claimant and continue to expect the refinisher to call - when that update is available.  

  If we can be of further assistance, please let us know,

  Customer response

  09/27/2024

  I did hear from both Allied Materials and the installer.  The installer claims he will have workers here this upcoming week. I’m waiting to see if he follows through. 
  Hopefully, I will be able to provide a satisfactory solution report later in the week.

   

  Customer response

  10/04/2024

  Im not sure if my first effort was sent or if I accidentally deleted it. My apologies if this is redundant.

  Both Alied and the contractor did contact me and both said the repairs would be done in the later part of this week. When I hadnt heard anything I contacted both on Thursday morning. I could only leave a message for the contractor, asking for a return call.  I called Allieds customer service and was told the person I needed was in a meeting and would call back later.

  it is now noon on Friday and Ive heard nothing from either.

  my check to cover the deductible was actually dated one year ago today.

  To further complicate things we will be going on vacation for a few days starting later next week and we will be approaching the time of year when they say the work cant be done.

  Without a doubt the are two businesses that talk but dont deliver.

  Thank you again for your efforts on my behalf,

  *** Culhane 

  Customer response

  10/06/2024

  I need to apologize for my email last Friday. 
  I mistakenly referred to Associated Materials as Allied and failed to list the installer, Advanced Pro Finishes, by name. Im sorry if this caused any confusion

  *** Culhane 

  Business response

  10/08/2024

  We have received the newest correspondence regarding the ******* matter.

  Our records show several contacts between our offices and the claimant in the last several days verifying our expectation that the job would be completed this week.

  Since we are reliant on an outside contractor to complete this work, the best updates we can provide are the ones we receive from them. We too hope the schedule is kept and the job is completed.

  If we can be of further assistance, please let us know.

  Customer response

  10/21/2024

  The work is finally done after more than a year

  The two gentlemen who did the repairs were efficient and pleasant.  The repairs look well.

  Both Allied Materials and Pro-Finishes are terrible to work with.  Allied Materials customer service was not at all helpful and requests for return calls were ignored.  Pro-Finshes provided one phone number which always was a recording promising a return call, which never happened. 
  When finally contacted by Pro-Finishes they said when they were coming, incorrect date. Later they said when they were coming, which was during our vacation as I had told them earlier.  They wanted someone to sign and thought I should provide a neighbor or relative.  
  Not a very pleasant experience.

  Thank You very much for your help. I have no doubt that I would still be waiting if not for your intervention.

  *** *******

*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. ↩