Complaints

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 23, 2024 I submitted a warranty claim with Associated Materials for the replacement of a window that had fogged over. The claim was accepted and approved on February 28th. May arrived and I had not received any communication. I emailed Associated Materials stating my concern. They replied and stated they had contacted the assigned service provider, Central Cal Windows. They suggested I also contact ****** ******* by texting or calling him. His telephone number is ***** ********. I did as they suggested and contacted ****** ******* at the number provided. I received no communication from him. I emailed Associated Materials and stated I had received no communication from ****** *******. They suggested I call the office directly at Tel: *************, which I did. I finally received a text from ****** ******* stating installers would come out on May 31st to install the window. They came out on May 31st and the window did not fit! The wrong size had been ordered by Associated Materials despite the fact that I had sent them a photo of the gold sticker affixed to our old window which clearly stated the model and serial number of the window we would need. So frustrating. ****** ******* said a new window would be ordered and he would contact me when he had it in his possession. From May 31st, 2024 until now, September 10th, 2024 our window still has not been installed. I have made several calls and emails to Associated Materials and each time they say they will get their processor to contact ****** ******* at Central Cal Windows or they suggest I contact him. I have contacted ****** ******* a few times and each time he says he will contact me when he has the window. Well the window was apparently sent to him a while ago and yet I am still waiting. I am extremely frustrated at the lack of service and willingness to complete the warranty work as requested. Thank you for your intervention in this matter.

  Business response

  09/11/2024

  We have received your correspondence regarding the King window matter.  

  As stated by the claimant, the claim was submitted to us and approved - we ordered replacement product the same day - 2/28 - and it shipped out in mid-March.

  However, as a manufacturer, we are dependent on outside subcontractors to complete the labor portion of the coverage.   The contractor we hired, Central Cal, is a well-respected installer, but is also very busy and their schedules have experienced delays.  They did make it out there in May and found that the unit did not fit.  A new order was submitted, and a new unit shipped out 7/15/24.  As before, we are just awaiting Central Cal to visit the home and complete the service.

  We recognize their dissatisfaction and agree that the time frame is not nearly as quick as we would like it to be, but Central Cal is still the fastest option we can provide for the repair to be done properly.

  We have reached out to Central Cal for updates as well and will notify the claimant of any update we receive (we emailed them on 8/29 with a similar message).

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

  Customer response

  09/11/2024

   I am rejecting this response because: In your initial letter to me dated February 28, 2024 you advised, and I quote, "Please allow up to 6 weeks for order fulfillment and scheduling of your job;"  It is now September 11, 2024, nearly seven months later and this job is still waiting to be fulfilled!  Does that seem reasonable to you? No, it is not reasonable at all and highly inefficient.  You have told me multiple times that you will contact the installer and yet nothing happens.  The damaged window that we have is completely obliterated and there is air coming through...and we currently have been experiencing a heatwave.  Not only is this visually unappealing, it is also affecting our electricity bill each month.  And I have no clue why you would choose an installer who is hours away from where I live, that is not practical at all.  I wish to have this window replaced now before winter arrives and cold air starts blasting in.  You need to be proactive and get this installer to commit to a date to get this job done as was promised by your company WITHIN 6 WEEKS!! Let alone seven months, good grief.  Do your job, get this window installed as per your warranty commitment.  No more excuses.
  
  
  

  Business response

  09/16/2024

  We have received the newest correspondence from the claimant.

  As indicated by the claimant, the original intent/expectation was to have the product produced, shipped and work scheduled within 7 weeks.  The product was shipped out on 3/11 - less than 3 weeks after the claim was opened.  But the local contractor was delayed from scheduling and did not arrive until May.  They ordered new product from us 6/4 - and it shipped out 6 weeks later - 7/15.  As before, we are awaiting the contractor's availability.

  We do not believe we have access to another contractor resource that could complete this work faster.  If that changes, we would re-assign the work.

  It is difficult to meet expectations when we can not directly perform this service.  We will continue to work with our outside vendor to complete the work.  We trust they will manage their schedule appropriately and will complete this work as soon as they are able.

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

  Customer response

  09/23/2024

   I am rejecting this response because:
  
  The installer, Central Cal Windows, contacted me via text on Wednesday, September 18th to advise a tech would be available on Saturday, September 21st to install the window.  I advised that this was acceptable.  The installer arrived on Saturday, September 21st and unloaded the new window to install.  He then advised that the window was not the correct size that had been ordered.  It was a 3/4 inch window, when it should have been a one inch window.  The installer stated he would have to order another new window...this is the second time that an incorrect size has been received.  He installed the incorrect sized window as a temporary replacement until the new window arrives.  This is beyond frustrating!  We have waited all these months and twice the incorrect size window has been received.  What is unbelievable to me is that we provided a photo of the gold sticker that was on the old window which had the specific model and serial number for the window we needed.  How hard is it to order the correct size?  So I guess now we are waiting a few more months for this to be remedied.  Not happy!!

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Orange mold is growing between the panes of several of our insulated windows. I reached out to the vendor on Februrary 12 via email and included a typical photo of the condition and asked for guidance. I recieved an automated response but no follow-up. I reached out again several times via their warranty website, email and phone number but still have not received anything beyond automated responses. The phone number has never been answered by a person. We have filed warranty claims with them in the past and despite being slow, they were responsive. Now, it's nothing

  Business response

  08/26/2024

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

  Our files show that the claimant was contacted on 8/23 and notified that replacement product was ordered which should resolve their claim.

  We do not show any inbound calls from the claimant on this matter and would invite them to call us at ************** between 8am and 5pm M-F should they have any further inquiries. 

  We state that it may take 30 days to evaluate our claims, and this one was approved in 22 days.

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

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our home builder used the company Alside Windows for all of our home windows which comes with a 10-year warranty on parts and labor. Alside subcontracts local work to Clarity Window Services in our area. Clarity has been out to our home a total of 4 times and have yet to get a job correct. Our first issue with them is our great room 2-story windows that are faulty and need replacement, are “too high” for them. I’m not sure how a window company doesn’t have the correct scaffolding equipment to install residential windows that are 2-story. Our ticket with Alside was opened in August of 2023 and we are in July of 2024 still waiting for these to be replaced. Our next issue is two window sashes in a bedroom need replacement due to water leaking. The first time Clarity came out they performed a water test and confirmed the leak. When they arrived a second time to replace both sashes, they measured one window incorrectly and could only replace one. Months went by and they arrived a third time to replace the second sash and showed up with a completely wrong window for a garage not belonging in our home. Our final complaint is the owner ***** ****, will not take phone calls. My husband and I have left messages and never get a call back. He only emails occasionally but has yet to revolve our issues. Clarity Window Services website appears to be taken down and they don’t have any platform like Google or Yelp that allows for consumer reviews. It has been frustrating, unprofessional and we hope other residents don’t have to deal with this company.

  Business response

  09/06/2024

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

  As the manufacturer of these units, we stand behind our warranty terms.  However, again as the manufacturer, we have to rely on outside parties to conduct any needed installations under warranty,  Clarity is a well regarded company that has proven to be very knowledgeable/capable in conducting our services.  They are still an active vendor with us - receiving and completing new jobs.

  Clarity notified us that the last order shipped was incorrect and a new order was placed at the end of July which shipped several weeks ago.  Around that same time, the claimant was emailed from the warranty department confirming the scaffolding/lift concerns.  Our warranty covers installation but does not cover special access that may be required to gain access to the units in need of repair.  

  If the claimant is able to provide safe access to the units, Clarity would work to conduct the repair.   Failing that, we would be willing to provide the claimant the units plus the expected costs of the installation itself (not including any costs to access the units).  They may contact our offices by phone (**************) or email (replying to our 7/31 email) - to further pursue the claim.  

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

  Customer response

  09/12/2024

   I am rejecting this response because:
  
  The job has not been completed by the contracted window company (from Alside), Clarity Window Services. 
  

  re: Upper great room window replacement: our home model is the most common model in our community. Many other Toll Brothers Bella models have had their upper windows replaced. Our warranty through Alside covers parts and labor. If Clarity is unable to fulfill the job because they do not have the correct equipment, it is not the responsibility of the homeowner to pay for the equipment to replace our windows under warranty. An estimate was sent from Clarity to Alside on 7/24/24 for scaffolding to complete the job but no progress has been made. We continue to call Alside for updates but do not get response and no follow-through with Clarity.

  re: additional cracked window and upstairs bedroom window sash - Clarity Windows installers showed up today 9/12/24 and had one missing sash and one incorrect window. The job was not started or completed. This was the fourth attempt at the window sash and the second with the cracked window. Email attached as the follow up to Clarity Windows.  

  
  

  Business response

  09/20/2024

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

  As stated by the claimant, the contractor did visit the home recently, was unsuccessful in completing their intended repairs, and did place an additional order with us for more production.  We will again produce the needed unit(s) and assign the work to Clarity for completion.

  However, as a manufacturer, and not an installer, we can not assume responsibility for conducting labor on units that we are unable to reach.  Our windows are purchased/installed by contractors and can be used in many different locations/homes. We recognize the claimant's position, but if we can not access the units, we would not be able to conduct the installation of those units.

  We will continue to pursue the repair/replacement of units that we can access and stand ready to conduct all warranted repairs if given access to them

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

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a siding warranty claim over 10 months ago. My claim for repairs was approved in October of 2023. After contacting their refinisher at least a dozen times, (to confirm scheduling), by phone and email, I have received no reply. I have contacted Associated Materials many times and they have sent emails, followed by NO reply from their contractor. I feel it is time for them to either obtain a different contractor or allow me to hire someone locally and they can reimburse my costs.

  Business response

  08/07/2024

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

  As stated by the claimant, this matter was approved in October and was assigned to a refinishing company that works in her state.

  This particular repair can not be performed in the late fall/winter/early spring - and as such was not possible to repair during the bulk of the elapsed time. This job is still listed as active with expected 2024 completion with our refinisher.

  The refinishers we use spend the bulk of their time on the road performing repairs and are not always easy to reach.  We have inquiries in with them for updates on their expected schedule but have not yet received anything back.  Once we hear, we will notify the claimant, or the refinisher will notify the claimant directly.  It is very common for us to not know the repair date until we are only 1-2 weeks away from the home and they may not have any viable update to yet provide.

  Alternate contractors are not easily obtained.  At present, we have only 2 of these refinishers that work in this state that meet our criteria and the one assigned to this home - apf paints - is still expected to be able to complete the work faster than our only alternative.  Re-assigning it would almost certainly push it back to 2025.

  When this job was approved, we did offer the claimant a cash settlement equivalent to our expected costs to complete this repair - $1,170.  They instead elected for the repair and we will continue to pursue that repair until it has been completed.  However, if they would prefer to re-consider that settlement amount, they would only need notify our offices accordingly. 

  We understand their desire to have the work performed faster and are working with our refinisher to accomplish that task.

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

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed a claim for a cracked impact window that this company manufactured and the claim was "approved", but, they are not even offering what it will cost me to have the window repaired. I have a supposed "Lifetime Warranty" on these windows and now they don't make the exact window, so are not going to replace it. They have only offered $500 and that is not even enough to have the window repaired. I want everyone to know that Alside's lifetime warranty is NOT honored.

  Business response

  07/24/2024

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

  The product in question is no longer produced by Alside - nor is any comparable impact window.  As such, we offered the claimant a settlement which should exceed the cost of purchasing the window locally.

  It is important to note that the installation of that unit is not covered under warranty.  In other words, if we still produced this product - we would have provided a replacement - but we would not have installed it.  This warranty only covered labor for one year - after which it was product only.  The $500 being offered might not be sufficient to cover product and labor, but should be easily sufficient to purchase a new comparable window thus providing the homeowner with their full warranty entitlement - a replacement product (or costs thereof).

  We hope this helps to better explain the offer that was made.  If we still produced a comparable product - we would have provided it.

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

   

  Customer response

  07/24/2024

  $500 is NOT enough - that is the complaint.  The attached quote from original installer shows 945.65 plus tax as material cost - labor brings the total to almost $2000 as you can see. I understand that labor was not included.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi bought windows from these people,and had all the windows in our home replaced.at a cost of over $14,000.paid cash.started off that one window broke on its own ! As they were fitting them..this was replaced after a month,they say there is a 50 year warranty with these windows,which can be passed on,they lie,the windows have wet spots inside them,which means the seals have gone,there is also bad mold growth on the insides of the windows,which is a health matter,our home is very clean,and in winter is very warm,there should be no mold,I was told in a rude way by the people from alside to just clean them. It has been over 7 months now and nothing has been done under the warranty. I have called a lot of times,I have spoke to people and I have sent emails with pictures of the mold, and the damp inside the windows. I have all the emails from these people,which are all the same We will respond in 10 days, no they don’t,they lie,and won’t help at all. They are just rude people.

  Business response

  07/24/2024

  We have received your correspondence regarding the Dew Window matter.

  Our records show receipt of the pictures in late June.  We recognize that the claimant tried to send them earlier - but we have no record of receipt until late June.  It is likely the original attempts were too large and were rejected by email.  

  That June submittal was forwarded to our field service and engineering groups for evaluation.  I was hoping to have a firm response, but as of this AM it still shows pending review.  It normally takes about 30 days for a window claim to be evaluated - but there was an emphasis placed on this one to try and get a faster response so I would expect the results any day.

  Once known, the homeowner will be contacted/notified.  

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

   

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Warranty Claim # ********. Alside ***************************************** ************** I purchased aside windows for my home years ago with a lifetime prorated warranty and (1) sash needs replacing due to the glass seal breaking and allowing the window to fog. I submitted the claim paperwork months ago and its been a nightmare. It takes weeks to get a for each separate complaint to get escalated to ****** starting with the friendly call service ladies that answer the phone. Many follow up phone calls are needed each time. They charged me $175 for my portion of the prorated window replacement. To date, I have received (3) incorrect window sash replacements from the *********************** The warranty persons name Ive been dealing with is ****** . The first was incorrectly sized, the second and third are the correct size but missing the window pane / grill inserts to match the original window. The third replacement arrived yesterday and again has no inserts.Id love to speak to a supervisor and have someone other than Stuart ***** window #4. *** requested to speak with a supervisor or get an email address but am told that info isnt available. Ive been king, understanding and patient but am getting frustrated.Thank you in advance for your time.*******************************

  Business response

  07/17/2024

  We have received your correspondence regarding the Shepherd window matter.

  A supervisor from the warranty team reached out to him earlier today but was unable to speak with him directly, so a voice mail was left.  She believes she located the source of the problem in our window data file for his units - and has made corrections - and ordered the units again.  The current ship date expected for those units is 8/8/24.

  If the claimant has further questions, we encourage him to return the supervisor's call.

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

   

  Customer response

  07/17/2024

   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.

  Customer response

  08/21/2024

  Good morning and thank you so much for helping me. 
  

  Alside Windows Supervisor indicated the replacement window would ship to my home around August 4th. As of today I have not received the window. 
  

  Is it possible to get an update from them?

  Warm Regards 

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

  Business response

  09/06/2024

  We received your correspondence regarding the Shepherd window matter.

  Our files show that it actually shipped out 8/1 by ******* but using the tracking number - 400146086722 - it shows there was some issue and it was undeliverable.  

  We do not yet have the product back and were not yet notified of the problem with shipping.  If the product is broken, we will re-produce and re-ship.  If there was just an issue with the address label, etc. - we will receive the return and resend.

  Our apologies for the shipping issue.  The **** that the claimant spoke with were unable to track the package as the log for the shipment had a typo (1 digit off) in the ***** number and it was un-trackable to them.  In researching the matter, I found the proper number and was finally able to track down this information today.

  If you need further information, please let us know.

  Customer response

  09/09/2024

   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

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spent thousands on windows and several windows failed-including moisture inside windows and windows won’t stay up. We contacted warranty services, submitted pictures, submitted window information and the company wasted time and money sending us glass, and not actual window replacements. The glass is not the only issue and no one will touch repairing only the glass-they need the entire window.

  Business response

  06/20/2024

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

  Our records show that all filed claims from this claimant were approved.  The most recent claim, filed 5/9/2024, was approved as a seal failure and glass was shipped directly to the claimant, leaving our facility on 6/6/24.

  There were prior claims related to balance concerns and balances were sent to remedy those claims as well.  We understand that the claimant would have preferred a full window replacement, but the warranty did not cover such a replacement for the claimed issues.  We honored the warranty in full with the balances and glass that was sent.  

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

   

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a full set of replacement windows and a slider for our home which were installed last year from ********** Exteriors to the tune of almost $28,000. These were an Alside product, and we were told had a lifetime guarantee. We have a window that is making noise when windy and a slider that air is getting in through at the top of the stationary side. I called and was told I needed to file a warranty claim online which I did. After sending completely too many photos of said windows and doors (asking me to show them what was faulty-like I built the darn things), after which they told me my claim was rejected. I went back to ********** who has been trying for two months to get them to reconsider the claim. I have not been contacted by anyone from Alside and now ********** is getting the runaround. ********** is no longer selling this product but here I am with it installed in my home and them not standing behind their warranty. I feel that this is very unacceptable. Furthermore, the company has been sold and under new management who apparently cares less, so where does that leave the customers like me? I am doing this for two reasons, number one to protect future people who may purchase their products with so called warranties, as well as making them stay true to what they sold me. I do not take this lightly and I have pursued all other avenues with no resolution NOR any contact from Alside directly to me to make this right. All I want them to do is fix THEIR PRODUCT THAT THEY INSTALLED IN MY HOME AND WERE PAID IN FULL FOR.

  Customer response

  05/08/2024

  I was contacted by the business today "****" and they said they are working towards correcting the issue. I do not have a definitive answer as of yet. The only thing I was told is that they are reaching out to a local branch here in ****** and they are trying to schedule someone to come out and look at my problem products.  I am not sure this is due to my filing a complaint or if it's from previous attempts to get this addressed. I would not call this resolved by far, but at least I got a name and a call from someone at Alside.

  Customer response

  05/14/2024

  In response to your request for updates as of today, other than my update that I provided you on 05/08/2024 where the company reached out to me saying they were trying to coordinate with the local install office to come out and look at my window and door, nothing further has happened. In my experience so far with this company, this has been where it has been held up all along since the beginning in February. Right hand doesn't know what left hand is doing and customer pays the price. I honestly believe this is probably a simple fix (although I have no idea what the fix would be) but they just keep using the old procrastination tactic in hopes I will give up. Not happening. My next call will be to the ******** States Attorney. There is really no excuse for any of this. I appreciate your follow up, however. 

  Business response

  06/20/2024

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

  Alside operates as a manufacturer and offers a manufacturer's warranty.  In processing a warranty claim made against that manufacturer's warranty - the warranty department found no manufacturing issues and denied the claim. 

  The installing contractor, operating as a separate division within Alside, provided a 1 year labor warranty for the work they had done.  That is a separate warranty aside from the manufacturer's warranty.  That time period had elapsed when this claim was made and assistance from that group was denied.

  As such, this matter was denied (no manufacturing issues were shown in submitted evidence and no coverage existed from the installation as it had lapsed).

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

   

  Customer response

  06/25/2024

   I am rejecting this response because: the warranty department has reached back out and in fact is telling me that the installer was NOT an outside installer but an Alside installers themselves. They have also said that the claim in NOT denied, and they are trying to coordinate with the Denver **** Alside installer to come out. Nothing has not yet happened, but I have been in contact with the warranty rep ******** weekly to follow up. The responder to this complaint has no idea what is going on and their late response is completely incorrect.

   

  
  

  Business response

  06/27/2024

  We have received the claimant's response, but our prior reply was formulated after discussing with the rep from warranty (and supervision thereof) and the local contractors in *******

  She indeed reached out to them and was trying to gather help for the claimant - but the subsequent review determined the denial that was issued in my prior reply.

  Our position remains as stated.

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

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 23 windows from alside, I am trying to resolve the issue for the last month and half no one is giving me answer, the only answer that I get is could be a install issues, three windows solid windows you are leaking between the frame and the glass for windows looks like the hardware to close the window is defective I requesting alside a person to inspect my windows they don’t answer my requested, I have water damages inside of my brand new home because they are avoiding the warranty working with **** soother he said I will talk to ** my MGM not answer not anything, installer already walk the project he said is warranty issue or defective on the material of the windows never get answer from alside, this is the last attempt trying to get resolve or at least my windows inspected before start a lawsuit against to alside windows

  Business response

  06/20/2024

  We have received your correspondence on the Fenianos matter.

  Our local branch inspected this property in May and assisted the claimant in identifying several installation concerns.  A report was provided to his installer to assist and to our knowledge the issues were resolved.

  There were no manufacturing matters found at the home.

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

*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. ↩