Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for windows for my ****** cabin in Dec. 2021. I worked with **** (who is now retired) to put together my order. Because I am building an A-frame the windows are more complicated than the average house. AWW involved their engineering team in putting together CAD drawings to ensure that the proper angles of the windows were made. The ordering process of the windows was long, but they seemed to be ensuring that the windows would be what I needed. Our house got delayed so the window install didn't occur until September 2022. There are a number of issues that arose once we began installing windows. 1. The house is an A-frame. The roof is a 62 degree pitch and the windows were going on this angled wall. NOT once did AWW state that they did not make roof windows. They sold me 7 windows to go in the roof of our house. Before we went to install the window my contractor said he didn't think the windows would work, he thought they would leak. I told the contractor that the windows were made for the roof as AWW had my entire set of drawings, and we had gone over everything multiple times. Well, we installed 2 windows and decided to test it by using a hose to mimic rain. Instantly water was dripping into the inside of the house. The next morning just the dew from the roof (not even rain) was leaking into the house. These windows were not meant to be installed on a sloped roof. We contacted AWW, and their reply was we don't sell windows for roofs. You need to stop construction and reframe your house so that you have flat walls to install them on. My A-frame was engineered and had to be approved by the county. There was no way I could stop and reframe my house. Plus the roof was made from engineered truss.' Reframing the house would be impossible. AT THIS TIME March 2023 - AWW has stated they will give me a refund for these windows but they refuse to actually issue it 2. There are problems with my traingle windows but I'm out of space allowed here.

  Business Response

  Date: 20/03/2023

  First complaint sent on 3/8/2023 was never received to my email.

  There have been issues with the order listed below from the customer ******************************  We had a technician go to site Dec 8th (original scheduled for November due to weather needed to reschedule).

  original order delivered to ************************ 2/12/2023, delivered to customer shortly after - no damages or defect reported at this time.

  Our order desk created a service on 10/4/2023 for Mid November (our earliest appointment) then changed to Dec because of the weather. 

  I was then contacted by the customer on 10/5/2023 to which she had forward me her order information.

  After the technician went to site on 12/07/2022 the customer went to ************************ asking for a full refund but also wanted to keep the windows.

  I spoke with the customer Mid December after speaking with ************************ to further understand what the customer was looking for.  I spoke with the customer, and she did in fact want a full refund.  I explained to her that would not be happening and our warranty agreement.  She stated that she did not want to warranty the windows as all the finishing work had been completed.  She then asked for monetary compensation. She also stated that if we were to repair as she had finished the house it would cost her far to much to have the siding and customer finishing inside redone. I also let her know that our warranty clearing stated that we do not take care of any reinstallation or refinishing.  I let her know that I was not in the position to offer compensation but would partner with my director of operations, too which I did non Dec 23, 2023.  

  The Director of operations also stated that our warranty is to repair(first) or replace if products is not repairable.    I called the customer the same day Dec 23, 2023 and left her a message to call me.  I did not hear back until late January to which she angry I never called her back.

  I explained that I had left a message for her to call me. She stated she never rec'd it.  

  Mid-February I reached out to ************************ to get some further understanding of the order and what needed to be credit to them only and what needed to be credited to them to refund the customer.  

  She is correct that she is to receive a credit from ************************ for the 7 windows that are not usable and ordered in error.  These have now been credited to the dealer and they were going to reach out to her for the refund.

  I had also spoken with the director of operation again who requested we send out technician back out to gather more detailed pictures so we could get our manufacturing team involved to see if there was an easy fix that would not required to much removal of siding etc.

  I call the customer on 3/1/2023 and explained this and she was fine with this.  The technician was on site 03/06/2023. I forward this information to the director of operations on 3/17/2023 and he has asked me to reach out to the customer to speak in regards to resolution.

  The customer also spoke with our ******************** Manager on 3/17/2023 who let her know that he was aware of the situation and that I had been working on it with the director.

  I sent the customer an email 03/19/2023 and have not yet heard back from the customer at this point.

   

   

  Customer Answer

  Date: 27/03/2023

  
  Complaint: ********
  
  Thank you for the response. 

  I did respond to AWW in a private email on March 21/ 23. They responded on March 24/ 23 saying that they are now waiting from a response about a question from my local Home Hardware before they can finish the refund. Even though every single detail has been described to AWW multiple times. 

  In the previous thread AWW said the refund had already been put through. They continue to tell me the refund is being put through, but nothing "official" in terms of monies being returned has yet to happen. 

  I am continuing to talk with AWW in private emails as well but just want to keep this thread with BBB open as my refund has not actually been completed. 

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 27/03/2023

  I have sent a offer of compensation to this customer.

  Credits have been issued to Home Hardware for the 7 roof window and 2 additional windows that came in the incorrect size.  Home Hardware has the credit amount and needs to be the one who processes the refund to the customer.  I needed to get validation from Home Hardware in regards to the 2 windows that were ordered after the original order as I cannot see in my system if the customer paid for them or if it was an outstanding balance.

  I have not had a response from the customer in regards to the additional monetary amount offered.

  As per her request I responded to her via email with our compensation offer to which she has not responded to me.

  The customer will need to respond to my email in regards to the compensation offer in order to move forward.