Complaints

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Transaction: 12/01/2023 Business Commitment: Replacement of custom rear house windows Nature of Dispute: The project involved the installation of four windows, which the representative, Brock, insisted had to be ordered and installed as a single piece from the factory. This turned out to be false as the windows arrived separately, contradicting Brock's initial claim. The windows installed were two inches shorter than the original ones. This discrepancy was acknowledged by the installers off-camera but denied when speaking to us directly. Due to the delays and inadequate response from American WeatherTECHs, LLC, we have incurred additional costs, including installing heating units to prevent pipe bursts in the cold weather, which we did not anticipate. This financial burden is exacerbated by the ongoing inability to show and sell our house in a competitive market. My emails highlighted the damage to the window casing, which was not addressed in the company's responses. Despite my proactive measures to protect the casing and willingness to assist in providing a sample or allowing for measurements, the company has not taken appropriate steps to resolve this issue. Resolution: The business has yet to resolve the solution as we have refused to pay for the remaining balance due to the poor work that has been done

  

  Business response

  06/27/2024

  American WeatherTechs takes complaints like this very seriously and want to do the right thing in every case. We as a company have documented email communication as well as phone calls throughout this job process and would be more than willing to share if that's what we need to do. We sent **** ********* a detailed letter explaining the concerns that she has stated in the complaint on 12/5/2023. This letter also included a detailed list of actions that were going to be addressed regarding the installation of the product. We then had a phone conversation with **** ********* on 12/18/23 discussing the letter and at that point we agreed verbally to a revised action list to address her concerns as well. We then sent an email on that same day to provide documented communication of this agreement. After several more communications and trips to the home the last email we received from **** ********* was on 2/19/24 stating she had lost trust in our company and that we would be hearing from her. We never wavered from our commitment to follow this through and resolve the agreed upon resolution but were never given the opportunity to do so. I would like to offer **** ********* her deposit of 1,350.00 back and allow her to choose a company of her choice to purchase new product. I would then absorb the cost of the product and labor that we did provide and put this behind us. If that is acceptable, we can have that communication directly with her and send out a check immediately.

  Customer response

  07/18/2024

  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. 
  
  Regards,
  
  ******* *********

  We accept offer of resolution which was made by American WeatherTech complaint ID ********
  External
  Inbox
  
  ******* ********* <ushirley3655@aol.com>
  4:16 PM (6 hours ago)
  to me
                                                                                                                                                                                                                                                  I ******* *********, will accept American WeatherTech offer 
  to refund me(Mrs. ******* *********)my deposit of 1,350.00 back and allowing me to choose a company of my choice to purchase new product.  American WeatherTech would then absorb the cost of the product and labor that they did provide and put this behind us.  Granted that American WeatherTech will be sending out a check immediately as stated in their resolution that, we can apply toward new product.
                                                                                                                                                              7/18/24                                                                                                                                                        ******* *********
  

• Initial Complaint

  08/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We sign up a contract agreement with American weather ttechs to install a new roof , then we choose black shingles to put on the roof and we paid half advance payment of $5291 on 07/21/ 2023 then they came up on on August 17, 2023 and they start working on my roof, then by the time when they start to put the shingles I called to the office and I let them to know that the shingle color is not the one witch is black and pay for , which is the black one, but they put a gray one, which is not our choice of color and the person who picked the phone pass my call to the installation manager, who admitted the mistake and apologized for it. Then he said sorry for the mistake then I told him right away you better stop installing the shingle and bring the black shingles which I paid for then , they ignoring me, and they keep port wrong shingles and I keep calling, but they didn’t answer my call then they put on our roof the one of which did not order at all , every time I sent the picture to them but they didn’t response and they denied it and they told us we choose this color. I need them to do the right job..

  

  Business response

  08/28/2023

  To whom it may concern & *** *****,

  
  The complaint details are inaccurate.  *** ***** signed a contract for *** *** shingles in the color Charcoal (see attached contract).  There is not a shingle color selection with the name "black" as an option.  The charcoal color is the darkest shingle that *** has to offer.  This is the shingle color that was chosen and signed off on in the contract by *** *****.  During the installation *** ***** did call and request to speak to our production manager, Dominic.  He stated that the shingles were not dark enough and they needed to be blacker.  Dominic told *** ***** he would immediately check with our supplier to ensure the correct color was delivered.  After Dominic spoke to our supplier and requested photos from our installation team it was confirmed that *** *** Charcoal shingles were sent to the job sight and installed.  Please see attached photo that was taken from *** ***** driveway of the shingles confirming they are *** Charcoal.  We resumed installation of the job because we were installing the product that was selected and contracted for by *** *****.  

  
  Although we are certain the product contracted is what we have installed, we are willing to have a *** Manufacturer's representative go to *** ***** home and confirm he received the correct Charcoal shingles.  Unless there is a determination the shingle is not charcoal, we will not provide any additional work unless there is additional money paid since we provided what the contract stated.  If *** ***** would like us to contact a manufacturer's representative we need to know immediately.  

  
  We have not been paid for the balance of the project and we expect payment immediately. 

  Customer response

  08/29/2023

  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, reasons for rejection are included below.
  
  Regards,
  
  ******* *****
  

  Customer response

  08/30/2023

  The response which I got from the American weather tech is not addressed the basic question. the question is only one which is why they didn’t install a black shingle on my roof . instead of answering the basic issue, I said we sign up for a black shingles, and they installed wrong shingles. That is their choice. I want to mention one thing in here by the time when they start to install the Roofe Shingles I told to the installation manager  on the day of installation I called him and he told me that " black shingle is attracting more heat  " that is why he change my shingles color and that is not acceptable , then, he undermined my concern, and he keep installing the wrong shingles . and that is their choice of color not our choice of color . let me make it clear , they put a wrong shingles on my rooftop. my wife and me we we Chused a black , but they fouled to deliver the product .

• Initial Complaint

  04/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I spoke with Lou, about the promotion that was advertise for 60% off and no payments until after (2) two years That was my reason for the inquiry He mentioned, $316 a month. T said great, thinking he was talking about the payments after 2025. I told him, this was nothing but a "bait and switch"

  

  Business response

  04/12/2023

  We offer several different types of financing programs. When a customer applies for financing, they are not guaranteed approval for the program they apply for. That being said, we also discuss a variety of plans at the time of presentation. Lou fully discussed the program with the customer at the time of sale that they were approved for. Additionally, the customer immediately received the loan documents directly from the lender that disclose the amount financed, interest rate, when the 1st payment is due and all necessary terms and conditions. The customer signed all required documents and is also given 3 days to cancel, not only their contract with us, but also 3 days to cancel the financing. On top of all of those steps, we also make what is called a welcome call to our customers. Our Customer Care Representative, Sherri, also went over the loan terms with the customer at that time. We believe with full confidence, that we prepped this customer for exactly the loan they applied for, what they were actually approved for and then they chose to accept the loan via their electronic signature.

  Below is the disclaimer we use for our advertising: Subject to credit approval, for a limited time. 24.99% fixed APR, effective as of 11/01/2022, subject to change. Minimum loan amounts apply. Interest starts accruing when funds are disbursed. Interest waived if repaid in 730 days. Repayment terms vary from 36 to 144 months. Actual loan term may be shorter if less than the full approved amount of credit is used. First monthly loan payment due 730 days after funds are disbursed. Offer not valid with other promotions or discounts, previous purchases or insurance related projects.

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They installed windows back in 2013 that leaked in 2019 and now in 2023. The leak this time revealed mold in the walls due to the windows not installed properly and leaking over time. They came out and reinstalled the windows only for the windows to look worse than before. They now refuse to rectify the issue. After several companies have come out and verified that the window installation is the problem and why we leaked in the first place, we are now going to have to pay a new company to remove and reinstall these windows correctly. They didn't even put waterproof tape around the windows. They put up seam tape. They tried to blame it on the drip edge that the builder put up, but they failed to address that drip edge when they installed the windows and again at the first leak. Our windows never leaked before until we had their windows installed. They are at fault and should pay for all our damage to our home.

  

  Business response

  04/07/2023

  *** * **** ******,

  We apologize for the water intrusion issues that have occurred at your property. We responded accordingly, as we always do, to any concerns our customers have with product and services we have provided. We also will continue to honor the warranty that comes with any purchased product from American Weathertechs. Below is a timeline of the service requests and responses from American Weathertechs. 

  3/11/2019 – We received a service call from ***** ****** for water pooling in the bottom sill track of a kitchen double hung window.

  3/20/2019 – Window service was closed out and no other issues were reported.

  3/13/2023 – We received a service call from ***** ****** to report water intrusion at two window openings in the living room. The ******** informed us they had already contracted with Service Masters to address mold concerns and that Service Masters had begun the mold remediation process…this included removal of drywall and closing off the interior. It was the assumption of the ******** and Service Masters that this was a window issue.

  3/14/2023 – Our window service tech Larry went to the ******** residence to perform an inspection/diagnosis of the issues. We did not perform any work and were unable to determine source due to mold remediation equipment being set up. The ******** asked us to coordinate with Service Masters to return and remove windows.

  3/24/2023 – Our window service tech Lonnie went to the ******** residence to help remedy/prevent additional water intrusion due to an impending weather system. We applied caulking at the exterior top of four windows.

  3/25/2023 – We received a call from ****** ****** to report additional water intrusion at living room windows and that the temporary caulking fix had not worked.

  3/27/2023 – We spoke to ****** ****** and reaffirmed our commitment to coordinate a date/time to meet Service Masters to remove and reinstall the four living room windows.

  3/29/2023 – Our three window service techs met Service Masters at the ******** to remove the windows to allow Service Masters to replace molded wood. It was identified and pointed out at this time that improperly flashed drip cap, which was installed by the home builder, was the source of the water intrusion in the living room. The drip cap lacked flashing tape which has allowed water to seep in behind the windows over time. Bill with Service Masters and ****** ****** were present and were informed that this was the source of the issue. All parties were in agreement of this assessment and ****** ****** even made the comment “should I expect a bill for this.” Our window service techs reinstalled the windows, added additional flashing tape, and informed Bill with Service Masters that the drip cap would need to be redone before reinstalling the 1x wood trim. Service was closed.

  4/4/2023 – We received a call from ***** ****** to inform us her neighbor, a General Contractor, had inspected the windows and told ***** they were measured and installed incorrectly. ***** mentioned she had photos and would email them over. We reviewed the photos and promptly responded with an email informing **** ****** that this was not a window issue. We further informed **** ****** that we stand behind our work and take responsibility for issues we caused. We also stated we would not charge for any of the work we completed at the residence.

  Based on our inspection/assessment last week and our conversations with Bill from Service Masters, we feel confident that this is not a window installation issue.

  Thank you,

  American Weathertechs

  Customer response

  04/07/2023

  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, reasons for rejection are included below.
  

  They covered our windows on the outside with seam tape, not waterproof tape. That is just one reason why our windows leaked. This is 100% their fault. I will continue to fight this until they cover all damages to our home.
  

   

  
  Regards,
  
  ***** ******
  

  

  Business response

  04/12/2023

  **** ******
  As we stated previously, we will continue to warrant your windows and we are here for you for a lifetime should any service arise.  The attached pictures are the same that we have shared with each other throughout the process of figuring out the water infiltration situation, and when we came out to help.  We are sorry you do not agree with the cause of the leak.  However, the water issues are a known problem with houses in your neighborhood and with the design of windows by the builder. 
  In 2013 we contracted to install your windows in a replacement window application.  We did not contract to remove all the exterior trim and install windows with nailing flanges and flashing tape, which would be a new construction application.   The contract was for a standard pocket replacement application to install new windows in the existing openings.  The water damage is coming from a lack of flashing detail around the wall of windows caused by the original construction of the home and not the windows. 
  After reviewing the pictures that we have shared with each other.  The pictures showing the windows with a gap to the wood stud opening are not the original installation.  The original installation of the windows had drywall and drywall returns surrounding the windows.  Since all the drywall and returns have been removed during the restoration you are now seeing a gap that we did not create. The original installation of the windows were put into the pocket with the drywall surrounding them in 2013. 
  We have been very responsive and will continue to be responsive to help.  There were multiple parties involved, as stated in our first response, that confirmed the leak was not caused by the windows. 
  Have you filed an insurance claim with your homeowner’s policy? Have you contacted the builder to discuss the water issues in the wall? 

  Customer response

  04/19/2023

  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, reasons for rejection are included below. ***** windows never leaked so the excuse you are giving me is not valid. As stated before, the first time you came out for the windows, I was told that caulk was replaced and they wouldn't leak again. The mold company even told me that one of the guys asked him if he removed the installation around the windows and he informed them there was no installation in which he said the guy made a funny face. These were not installed correctly the first time and definitely not the 2nd time. I'd be more than happy to send you a photo of the windows installed by the new contractor. You can see a huge difference in what your workers did compared to what he did. Night and day. You used seam tape, not waterproof tape around my windows and they did not fit properly. Before photos even show the gaps around the windows were bigger than 1/4 inch. Before photos showed you used seam tape as well. Now I have to worry about the rest of my windows. $17.000 to have windows installed improperly. Now I know why cold air flows through these windows because if there was in installation around those windows, I'm sure there is none around the rest of them. I had three different companies come out and ALL of them said the windows were not installed properly.
  
  Regards,
  
  ***** ******
  

  Customer response

  04/21/2023

  I can see if the companies will give me something in writing. I don't need a home inspection done when you can see the photos I submitted and see they were not installed properly. The first photo is how they left my windows. The 2nd photo is how the new window company, that we had to pay, reinstalled their windows. Can you see the difference in what I am saying? The last one is when the new company removed the seam tape from around the windows, you can see a gap around the sides that are open to the outside. They need to tell me how in the world would water not get through that, especially when they used seam tape, never bothered to put foam installation and did not use waterproof tape? This is 100% their fault due to improper installation of our windows.

  Customer response

  04/21/2023

  Here is the weathertech contract again. Or did you want the contract from the new window company?

• Initial Complaint

  12/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This company will not stop calling or texting me about a form I filled out to request a follow up. I did no such thing and have asked them several times to take me off their call / text list; with no success. The lady, Cassidy I talked to yesterday said they would remove me but then I got another call from a person with the same name today. Just leave me alone and stop harassing me!

  

  Business response

  12/21/2022

  This was a potential customer that we called and text regarding a sales appointment based on an inquiry we received.  He has since been removed from any and all call or text lists we have. We are sorry to have not removed him sooner.

  Customer response

  12/21/2022

  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. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Windows were installed in February 2021, we just moved into the house. In January 2022 I noticed a gap between our windows and sash, creating a cold draft not working as described. Weather tech came out determined person who measured window measured incorrectly. So they ordered 2 new sashes. Fast forward to March, new sashes arrived but were incorrect, they had grids. Now it’s September and no sashes. I actually had to reach out to Sherri H****** August 8 for an update. The latest was 8/27, but as usual, no follow up from the company. To add insult, Sherri had the nerve to tell me in August it was due to chain supply? I laughed, didn’t they order the wrong type of sash in March? So here I am getting ready for another winter and I’ll have a gap for a nice cool breeze.

  

  Business response

  09/07/2022

  ****, you are correct this has been a process working through your window service on your large 3-lite slider.  We certainly identified there was an interlock issue with the three sashes that created the gap you were discussing.  When we re-ordered the product we referenced the original warranty serial number which referenced grids, so the re-order came in incorrect.  We picked up the replacement sashes from the manufacturer this afternoon and inspected them.  We had our field supervisor Larry H*** call immediately to schedule the service.  We left a voicemail for you to call Larry H*** at ###-###-#### to schedule the service.  Please call him at your earliest convenience to schedule the service.  We will continue to stand behind all the products and service anything you need in the future.  We will make sure we get this service taken care.  We certainly did not mean to insult you in any way.  Service parts and warranty parts are taking longer than we would like to manufacture and receive in.  Sherri will also send an email with Larry H***'s contact number so you can contact him at your earliest convenience.  

  Customer response

  09/14/2022

  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.  However, I do not trust this company, anytime a consumer has to follow-up on a complaint raises a red flag. I’ll settle as complete once the correct stash is received. I’ve already witnessed 2 instances of the company not doing their due diligence and how they follow-up and communicate with customers.
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  03/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This company will not stop harassing me. Calling hourly after i asked them to stop, leaving voicemails. It's to the point where I'm going to involve other parties as it is borderline stalker like behavior. I've asked it to stop and now I'm taunted. This is ridiculous of a "professional" establishment and I've not once signed up for service or inquired about any.

  

  Business response

  03/11/2022

  *********,

  We are very sorry for calling you and making you feel this way.  We have received your information from a lead generation company we use called **********.  They obtained your information form a form you filled out online that stated you were interested in windows and sent it over to us.  We have noted in our system to not call, text or email anymore. We have also put notes in that we are not to follow up or contact you.  We are extremely sorry for the inconvenience.  We would like to let you know that ********** typically provides your information to 3-5 companies in the area.  I assure you if you receive additional phone calls about windows it is not ******** ************, LLC . However, there may be other companies that will call you as well.  Additional information we have from ********** is the leadkey/form fill ID we received from them with your information is ***********.  

  Finally, I do now one of the owners (Corey C ) is going to reach out to you one final time via email to extend his apologies as well.  

   

  Please let us know if there is anything else we can address. 

   

  ******

  Customer response

  03/11/2022

  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. 
  
  
  Regards,
  
  
  ********* ********
  
  

*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. ↩