Complaints

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed a warranty claim with Associated Materials March 17, 2021 for a defective window; mold is growing between the panes in my sons room. I followed up via email (4/1/2021) asking about status of claim, they replied (4/22/2021) that warranty claim approved. They gave me an estimated ship date (7/13/21) and said a third party would be calling me to set up installation of warrantied window. When I did not hear back from anyone I called and left a voicemail on these dates: 08/10/2021 and 08/13/2021. No return calls or emails. I called again on 03/29/2022 spoke to Janeel who transferred me to Ramona who then tried to call JCS Glazing (the 3rd party installers) she said no one answered. She then said she would reach out to their processor and that I should expect an email within 48 hours. Email never came. Not a call back to me. I called the 3rd party at this point, they had no warranty information that matched the warranty number that I was given by Associated Materials. (02275113) I was told there was nothing they could do without a claim from Associated Materials. 04/11/22 I called Assoc. Materials back, spoke to Isabeau and asked to speak to a manager, who I was told was not in the office. I told Isabeau that if I did not receive a call back or email within 48 hours that I would be filing with the BBB. Now today (04/13/22) still no emails and/or calls.

  Business response

  04/21/2022

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

  As stated by the claimant, this matter was approved and we were awaiting completion.  However, the last order placed and expected to be installed has still not been completed.

  In contacting the local contractor and distributor (where the product was shipped) - the last order was seemingly misplaced/lost.  We were not able to locate it.

  We have re-ordered that product and notified the contractor of such indicating that the matter should be rushed as best as possible.

  It is very unfortunate that the product and the notice of expected service were somehow misplaced and we will try to improve the local process learning from this oversight.

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

   

  
  

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased all new windows from the company LEI in November of 2015. One of the reasons that we went with the company was their guarantee of the windows and the lifetime warranty on the windows should they ever become faulty. Since having the windows installed, the first few years were ok , the windows though have continued to get worse. through this winter, when we would stand by the windows, you could feel the air coming from the outside even though the windows were shut and locked as they should be. The cold air coming through meeting the warm air, was creating moisture not only on the windows but in the window seals. Our claim was submitted to have the repaired or replaced and the company declined our claim based solely on the picture and stated that we had to much humidity in our home and that was the problem. I have appealed the denial for the windows to be fixed and when I call in to follow up, I am told that it is being worked on, and no matter how many times I have requested a call back, I have received no phone calls back or no emails.

  Business response

  04/21/2022

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

  The information received by our department indicated that the issues being experienced on the claimant's home are not related to any manufacturing issues covered by our warranty (which only covers manufacturing related issues).

  As such, the claim was denied.  

  We will reach out to the claimant to again discuss the issues reported and the possible causes thereof.

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

  Customer response

  04/21/2022

   I am rejecting this response because:
  
  The home improvement company who initially installed the windows and offered the warranty for the windows which was LEI, actually contacted me the other day because of a post that I made regarding the issues with the warranty and Allside Not returning calls or letting me know where the status of the appeal was, and they actually sent a representative and owner of the ***************** out to our home to assess the windows and he brought a temperature scanner which is what allside should have done, and he determined that there was issues with the windows and air leaky around them and they needed to be repaired or replaced. Him and the ** of LEI are supposed to be out reaching Allside to determine why they are not handling the issue properly. The complaint still stands with allside and they still have not properly addressed the issue at hand. Until they do I do not accept a response from them through the ** website and attempts for them to increase their score, because their response to you is not accurate, it doesnt even mention that an appeal was filed, and they havent indicated that I have been trying to outreach them and request phone calls back and they havent returned those calls. 

  Business response

  04/29/2022

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

  Following this most recent correspondence, we performed a thorough inspection at the home.

  The results of that inspection confirmed our prior position that there are no significant manufacturing issues present at the home.  However, as a courtesy to the claimant we will agree to provide 8 new sashes.  These window sashes will be produced and delivered to our Columbus location.  Upon arrival, our local office will work to assist with the installation of these sashes at no cost to the claimant.  

  We trust this will satisfy the matter for the claimant.  

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

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company has been giving me the run around since 6/28/21. The 1st order they put in for my replacement windows was wrong. Then after that they keep telling me its going to be a couple months, now here I am 10 months later still trying to get my replacement windows from this warranty company. I want my windows that have been paid for! The claim # ********. No one has been answering my E-mails or returning my phone calls.

  Business response

  04/15/2022

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

  Our offices reached to him yesterday to discuss the matter.

  We have had some internal confusion regarding the original units on his home but we continue to work toward the resolution.

  Our intentions have never waivered - we agree that he is entitled to the replacement product and will continue to work to get them produced and shipped out in the near future.

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

   

  Customer response

  04/19/2022

   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. I have heard from the business, they informed me the windows have been ordered again. Im not saying the issue is resolved yet, I can only wait and see.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased Alside windows from Ferguson Window Company on 9/14/10 with a Lifetime Limited Warranty. During this past winter, we noticed that one of our transom windows became cloudy resulting in a broken seal. We contacted Associated Materials on 3/9/22 (Claim #********). We provided all the documentation required (a description of the defect, date of window install, together with the name of the contractor Ferguson Window Company, proof of purchase and proof of property ownership). The only piece of information that is missing is a serial number which we cannot find on any of our windows. The installers may have removed this information upon installation. In the Window Systems Lifetime Limited Warranty information, there is no information stating that a serial number is required or else I would have made sure to keep/record this information.

  Business response

  04/15/2022

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

  The serial# contains all of the information regarding the detail of the unit.  It allows us not only to confirm that the unit was produced by us, but also what specifications that window was built with.  We do not product stock units, every window is made to order.  As such, finding the serial# is imperative to a proper review of the claim made.

  The serial# is printed on a sticker inside the frame of every unit we produce and is marked with "do not remove - may void warranty" or similar language. 

  That being said, we are still willing to try and assist if we can determine what the serial# was from other documentation.  There are a few ways we can go about that and we reached out to the claimant on 4/8 (phone and email), 4/12(phone) and 4/14(phone) to discuss it further, but we have not heard back from him as of yet.

  We stand ready to try and assist the claimant and are awaiting his return call.

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

  Customer response

  04/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Ferguson Window Company was able to provide the serial number for us to complete our claim and that was provided to the company.  I made a phone call to them this morning and our claim has been elevated to "in progress" and has not been approved as yet.

  **** ****
  

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been dealing with this problem since November, 2020. My vinyl siding has discolored and I approach the warranty company for replacement. In February, 2021 they approved the replacement. They sent the contract to ****** in the *********, ** area. They ordered and received the material and told me they do not do installation. I have been fighting and phoning many companies and getting the same response. "We don't work with a third party" I am continually emailing them and will continue monthly until this is resolved. I have one company recently agree to send a contract to the warranty company and they want 2 offers before they give out the contract. I explained that it has taken me hours to get this one and they have done nothing to find anyone else. They offered me a cash settlement below the cost of replacement. I did not accept. I am tired of this disgusting excuse of a warranty. I still have 5 years until this expires. This is an abbreviated version of what I have dealt with. I hope you can direct me to resolving this issue. I am sending them an email that I have contacted you. Thank you! ***********************

  Business response

  04/08/2022

  We have received your correspondence regarding the Socier siding matter.

  We would agree that the completion of this job is taking significantly longer than anticipated.  The current market makes it more difficult to secure a qualified contractor to complete warranty repairs.  We have contacted more than 30 different local contractors to try and resolve this matter.  The last quote we received was accepted and the job was formally assigned to American Accents.  A letter confirming that assignment has been (or will be shortly) mailed to the claimant.

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

  Customer response

  04/12/2022

   I am rejecting this response because: This angers me that they did nothing for 17 months and within one week of filing a complaint with the Better Business Bureau they found 30 possibilities for the contract to install my siding.  I have no contacts in the construction industry and yet I found many contractors over several months who refuse to work with a third party.  My lawyer suggested other options to follow through. 

   I cannot thank the BBB and ************************* enough for helping me this quickly.  I only wish I had done it sooner.  I will respond with satisfaction (hopefully) when the job is complete.

   

  Thank you -

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

   

  
  
  
  

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to resolve a warranty claim since 5/28/22. This involves the replacement of windows and the sash for 13 windows in my home, all under warranty. I have been told misinformation on multiple occassions from various employees I spoke with over the past 10 months. They give me conflicting information, they have denied the claim, I had to spend hours on phone and email to have them reopen the claim. Finally they have sent the windows that I need but have not supplied the sashes which are rusted and cracked and will ultimately result in the windows once again being destroyed. I have been hung up on by employees and I have been refused the ability to speak with a supervisor or legal department on multiple occassions. The windows are clearly under warranty and I had to spend over 20 hours dealing with phone calls and emails to just have them honor the warranty. Now they have finally sent the glass for the windows for me to pick up, but they did not provide the sash which is needed as well. When I just recently called to inquire about them, they said it was never part of the claim which is a blatant lie as the compromised sashes have been mentioned on multiple occassions. I am absolutely floored that a company such as this could be in business while they actively try to get out of legitimate warranty claims. I hope you can help to get this resolved as I am literrally out of options other than contacting an attorney to attempt to make them honor the warranty. I really do not have the financial means to hire a lawyer right now so I desperately hope that you can help me. The claim numbers that they have on file regarding this issue are #******** & #********.

  Business response

  04/08/2022

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

  Our files indicate that the claim was for seal failures (foggy glass) and our approval provided the needed replacement glass.  

  There was certainly some confusion throughout the claim as it was not started by ****************** but rather by a real estate agent - ********************.  The original submission therefrom only indicated a singular problem - seal failures.  Further, the first few times pictures were submitted to our offices they were submitted in a format that we were unable to open.  It took several attempts for us to receive the needed photos to issue the approval on this claim.  As such, it could simply be that we never received the pictures of the sash issues that the claimant believed were sent.

  That being said, it is also true that several of the units claimed as problematic were not sashes - but rather fixed glass portions of windows.  So for those units, no sash would be involved nor could be provided.  

  If there are issues with the sashes on this home, we would need pictures to be submitted showing those issues.  The applicable warranty does provide some coverage for some issues that sashes may experience and we would honor our warranty if those issues were indeed present and displayed to us.  Based on the prior issues with receiving photos on this claim, we would also remind the claimant that any submitted email should be under 10MBs.  Anything over that would not be received.

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

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a lifetime warranty for the steel siding on my house. I paid them $2,064.51 on 12-16-2020 to fix one side of my homes siding. My claim was approved by Associated Materials on June 1, 2021 and forwarded and assigned to a contractor (Frontier Builders). I've made multiple attempts to find out what the status of my claim is since then to both Associated Materials and Frontier Builders. They both state that their waiting for materials to arrive. I've waited long enough to get this completed and I would like this fixed.

  Business response

  04/06/2022

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

  As stated by the claimant, they submitted a warranty claim, we approved said claim, offered to perform some replacement at a pro-ration which they paid - and we ordered product and arranged a local contractor.  However, supply chain issues have greatly lengthened our material production/delivery times and we have not yet been able to produce this product.  

  Given the amount of elapsed time, we have reached out to the claimant to discuss settlement offers including a refund of their original proration and our planned costs in conducting the repair.  We are hopeful we will be able to resolve the matter to their satisfaction.

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

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband & I purchased windows from Alside through ******* *********** on 3/19/02. ******* *********** installed the windows. The windows have "Lifetime Limited Warranty." On 09/28/2018, I filed a claim with the company stating that a number of the windows no longer could be easily opened and closed; one of the living room windows litterally falls out of the track when I fold it into the room to wash it; and most importantly, the kitchen window is so "foggy," visibility through it is minimal. In response to my contact with the company on 09/28/2018, I was mailed hardware to place in the track of the living room with no instructions for installation, so I was unable to correct the problem. I received NO response to the difficulty opening and closing the windows, and NO response to the "foggy" kitchen window. The "fogginess" of the kitchen window has increased, so I again contacted the company on 02/18/2022. The representative indicated he would send me instructions for installation of the hardware and expedite the replacement of the window. No instructions, no replacement of the window. Today, 03/23/2022, the representative assigned a new claim number. (My late husband's name was *** ******** my name is ******* *******

  Business response

  04/01/2022

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

  As stated by the claimant, there was a prior approval issued and needed parts were shipped.  The warranty in question does not cover labor and the claimant would need to make arrangements with a local contractor to help with that installation.

  More recently, the warranty department did additionally approve the 'foggy' window matter.  The applicable warranty indicates that problem is covered but only at a percentage.  An offer was sent to the claimant to provide replacement.  We are awaiting their reply.  If they agree and provide their pro-rated portion of the costs, we will produce/provide the needed unit - but again there would be no labor.

  These approvals are in full agreement with our warranty terms.  If we can be of further assistance, please let us know.

  Customer response

  04/05/2022

   I am rejecting this response because:
  We (my husband & I) were informed at the time of purchase that the windows carried a life time warranty. We assumed that the warranty guaranteed the windows would be replaced if we experienced difficulty with them. I was shocked to learn the limited warranty meant the windows would be replaced at a prorated value and installation would be at my expense. This was NOT  what was implied when we purchased the windows. Obviously, in the future, I will be wary of any product sold with a "LIMITED LIFE-TIME" warranty. Further, I will never do business with this company again. Also, this response was only after several attempts to contact the company regarding the issue. The hardware sent to me about a different issue with the windows was received with NO instructions for installation. Also, when I asked about spraying the track of the windows to facilitate opening and closing them, I was told by a company representative that if I did, the warranty would be voided! Now, I would ask, WHAT WARRANTY??? This is NOT a consumer friendly company.

   

  Business response

  04/07/2022

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

  It is important to note that we were not a directly involved party in their purchase of our product.  Our product was sold to a local dealer - who sold it to a local contractor - who sold it to the claimant.

  If there was any misrepresentation about our warranty, we can only advise the claimant to speak with the party that sold them the product.  Our warranty is considered one of the best in the industry and we stand behind its terms.

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

  Customer response

  04/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not entirely satisfactory to me, but I guess I have no choice but to accept it. Obviously, I now know that a limited life-time warranty is WORTHLESS!

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had all of the windows in our home replaced in the summer of 2017. The company we used installed Alside products with a lifetime warranty on defects. Our large picture window over our front door started to leak. The window is leaking between the window and the pvc frame. We filed a claim (#********* online with pictures of where it is leaking and they denied it saying that it is an installation error not the product. It cannot be the installation because then it would be leaking around the window sill and the pvc around the window but it is leaking from the window and pvc which is the window itself. We tried calling to further talk about this and they hung up on us and never called back. We just want them to stand by their product and replace this huge window which is damaging our home when it rains and I'm afraid it could fall and kill someone, which we told them on the phone. If we do not get a replacement from them then we will seek legal action for the damages to our home and the cost of a new window.

  Business response

  03/25/2022

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

  The information provided by the claimant originally was not enough for us to determine the problem they were experiencing.  We asked for additional photos and they were provided on 3/21.

  The review of those photos was completed today (3/25) and approval was granted for this claim.  A new window will be ordered to replace the affected window.    

  It is worth noting that there is no labor coverage available under this warranty.  A new window would be produced and shipped, but the claimant would need to arrange the installation thereof.

  Since the review just occurred today, there is no time frame we can yet provide for the replacement unit, but they are welcome to contact the warranty department next week and an approximate schedule should be prepared.

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

  
  

  Customer response

  03/31/2022

  [BBB received email from consumer]:

  Good morning. I received a message from you in regards to a response we received from the window manufacturer about them making and sending a new window. They said labor is not included which we knew. However, when we finally receive the window from them and have it installed what happens if there is damage to the surrounding structure of my house caused by the defective window leaking. I expect they will pay for any damages? 
  
  

  
  

  Business response

  03/31/2022

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

  The warranty in question specifically excludes any consequential damages.  It is limited to exclusively the material itself.  In the event that additional damages are found, they would be consequential and thus would not be covered under the warranty terms.

  It is also worth noting that the damage to the window itself, if it was present at the time of the original installation, should have been noticed/rectified at that time.  If it was not present at the time of installation, then it was not likely a manufacturing issue at all.  The approval issued for this replacement is essentially being handled as a courtesy.

  At present that unit is expected to ship middle-end of April.  It is still a little early in the process for a more accurate projection.
  

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

   

• Initial Complaint

  03/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have filed a warrenty claim three times for two windows that the lip that is used to open the window has broken. The following has occurred. Claim ******** filed Oct of 2021, called customer service regarding the status of claim on 11/15/21 spoke to Janelle she said I should hear something via an email by end of the week. 12/6/21 spoke to Ariana she said they are waiting for the ordered windows to be received I should wait for an email with delivery information. 1/28/2022 called customer service again and spoke to Janelle again. She said she doesn't see any orders for me and the claim was denied due to an incomplete claim. She said the only thing she can do is open a new claim. Claim ******** filed 1/31/2022 - Called customer service regarding the status of claim on 3/15/22 spoke to Bryco. She said Janelle doesn't work there anymore. She said my claim was denied due to a lack of information. I asked her what information was needed. She said we didn't fill out the serial number and size information. I read this information to her directly from the written copy of the claim I submitted online. She made a note of it, said there are no notes in the system regarding the two previous claims so she has no record of me calling. She said she can send me a new claim #******** via email and I can fill the papers out again. I informed her that I would do this but I was also going to file a complaint to BBB for help because she was offering me the same exact steps I already took twice and I don't believe they will result in a different outcome. I also informed her that the fact that the company said the claim was denied for the reason of not enough information when I have completed the online claim in its entirety and have received no emails requesting additional information both times is unacceptable. Obviously, they have my email address as I am receiving the claim emails and completing them. Any assistance would be greatly appreciated.

  Business response

  03/25/2022

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

  The pictures submitted by the claimants did not show an issue that would have affected the function of the window unit in any way.  They only showed a piece of trim hanging loose, seemingly with lost adhesive.  That particular piece is merely cosmetic.  Replacement pieces are on order.  

  The claimant also reported to our call center that the window is unable to move up and down because a part keeps falling.  The most likely scenario for that issue is that a balance has failed.  The balances are installed into the track of the unit and control the counterweight on the window so it does not fall down and so that it stays in place when raised.  We have also ordered replacement balances for the units in question.

  These two orders will likely ship from different places at different times over the next few weeks but we believe, from everything we have received form the claimant, that this will satisfy their concerns.  There is no labor coverage available through their warranty and the claimant may wish to pursue the aid of a local contractor to complete the installation.

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

  Customer response

  03/29/2022

   I am rejecting this response because:
  The broken part in question is required to open and shut the window it is not cosmetic.  Although I have not received any email correspondence regarding the status of this claim, on 3/22 Janiel at customer service said the claim has been approved and windows will be sent to a warehouse in Elk Grove for us to pick-up. We should receive an email in regards to this delivery.  Today on 3/29 I spoke to Anthony at Customer service and he also said the claim has been approved and my two windows will be shipped to me in separate orders to my home.  One should go to FedEx for shipping on 4/1 and the other on 4/7.   I should received emails from FedEx regrading the shipments and then tracking numbers will be assigned.  I would appreciate this complaint be kept open until such time as I receive these replacement windows they have promised.  
  

  Business response

  03/31/2022

  We have received your 2nd correspondence on the ************* matter, but there is no new information here that would necessitate a reply.  The claimant simply provided the progression detail which we previously indicated would occur.

  There is no additional action/reply for us to enact/issue beyond this acknowledgement of receipt.  If the BBB intends to keep the matter open as a source of follow up with the claimant, I do not believe that would require any additional actions from us.

  It is further worth mentioning, as per our prior reply, we are not sending windows but rather parts.  Based on the information supplied by the claimant, we have provided the parts needed to repair the issues in question.  If the materials supplied do not fulfill the needs of the claimant, they would simply need to let us know with more information showing what the needed part was.  From there, if covered, we would again honor our warranty terms.

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

  Customer response

  03/31/2022

   I am rejecting this response because:
  
  
  We are ejecting ths response due to the fact that their customer servic.e repre.sentatives continue to tell us we are receiving re.placement windows and whomever is responding to BBB is stating they are sen doing parts. We have not been given the list o f parts the company claims will fix the issue but we aren't familiar with the parts nor how them would be replaced/repaired by us. We also don't understand how we can agree to close The claim before we receive The parts or windows in question. Once we receive what is sent by the manufacturer we can then make a determination whether their parts will complete the repair/replacement. How are we expected to close a claim before we get the parts if they ever come?????

*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. ↩