VMHI

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
 the windows they delivered  we didn't like not because of the  "profile" , but because they are SMALLER !   Instead  of  27,5" x 35" x 5,5" is 23" x 27"x 6", another one instead of 48,5" x 32" x 28,7"  is 44" x 28,8" x 26". Their manager  was trying to convince us that this is ok to install them. We refused . Our understanding was that the maneger doesn't understand what the problem is and how to fix it. After an hour of talking my husband decided to give them a chance of making the correct windows one more time, giving us back a check for $2200.00 which we will return when the correct windows will be installed. And the job HAS to be done in 1 month. [redacted] shook hands with my husband and said, that next day they will send us a check for $2200.00 and a paper work and he will call us with the exact date. This happened on may 15. After that we didn't hear anything from [redacted] or anybody from the company. I was calling him and he called me back on June 2.  We have a strong opinion that the company is very unprofessional, unreliable and from what we hear from them - they are dishonest . They did not spent 'significant money' on a job, they spent our $ 4400.00 which we paid them on February 26! 
 We do not want to have any business with them ever again. We want our $ 4400.00 back and they can pick up the windows,  that they left in our house for no explainable reason , at any time.
 We are currently looking for another company to do this job.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because.
  Let the record show that ACRE NEVER called or emailed me on 4/11/16 to resolve issues.  I did not break the contract.  ACRE broke the contract.  When I sat down with the salesman he wrote the contract up based on frosted glass with complete privacy.  Catherine S[redacted] sent me the email mentioned below.
We went over a model number for glass, but I did not change the code that specifies how much privacy you want.  She changed the privacy code without my approval.  I thought I was signing the paper for the model  which is what her email clearly statesl.  Clear glass is clearly cheaper than frosted.  ACRE put in clear glass and it was also scratched on one pane.  I refused to give them the balance until I got the glass  that I  contracted for and  to resolve the other  un-relsoved issues.   Fred M[redacted] called and told me I approved the glass.  They changed the code.  I don't like the games they play.   I believe in Kharma.  What goes around comes around.
I'm moving on.  I will take the balance and fix my home.  These issues have been outstanding since February 5, 2016.  I wish I had seen other complaints before I contracted with this company.  People are having the same issues.  Damaged merchandise, windows that they didn't ask for.  This company is using unscrupulous tactics.
Sincerely,
[redacted]
See their email below:
Good Afternoon [redacted] 
There some confusion in regards to which glass you are expecting for your entry door. Based off of the model number the glass in Crystalline but the door specification sheet says Wellesley. Please look at the link below and tell me which one you are expecting. Feel free to call or email me with any questions. Thank you!
[redacted]
--
Catherine S[redacted]
ACRE Installation Coordinator
ACRE Windows
[redacted]
Montgomeryville, PA 18936
###-###-####
Regards,

Contract Issues - Unauthorized changes to the contract or agreement
select
Problem:
RE File No. [redacted]... I received a call from Matt M[redacted] on 09/18/14 following your contacting him. I missed that call, and have made 3 subsequent calls back to Matt none of which he has returned to me. The first 2 calls were give by message to office staff. The third call went directly to Matt's voice mail on the evening of 09/29/14 at approx 7:18 pm. I am still waiting to talk with Matt. Today, I went on line to post another comment, only to learn that you have closed this action for lack of response. This is not on my part, but Matt's. Trufully, I feel he is not anxious to talk to me as he knows what I am looking for and not willing to abide with that request.
Translate
Desired Settlement / Outcome
Desired Settlement:
select
Desired Outcome:
Prompt resolution by refund of a portion of the payment I have already paid in full.

We have met with [redacted] and reached agreement to move forward on a project of a smaller scale. This matter has been settled amicably

We will reach out to the customer this afternoon. although our sales person denies damaging the table during his visit  it is our desire to settle this matter. however $525 for a scratch on the table seems excessive. We will make sure that our repair person gets in touch with the...

customer as soon as possible.Please also note that this consumer is not a customer of ours and we are not doing any work for this consumer.

This is a case where the client ordered windows using the insert method of replacement, where existing frames are not replaced. The written contract states that the insert method is being used. Upon delivery of the windows, the customer did not like the configuration of the new windows and refused...

to allow installation. We met with the clients and offered to re-order the windows in the configuration they desired at no additional charge. We even agreed to refund 50% on the money on deposit until the new windows were re-ordered and installed. Now the customer has decided that it took too long to forward paperwork regarding the agreement and is recanting the agreed upon resolution and demanding a full refund despite us having ordered and delivered windows to their home.
Our position is that we should be allowed to provide the customer what they want since we are willing to do what they want free of additional charges. We have a valid contract that we have not violated in any way and have spent significant money on the project. We are willing to do the work in the manner the client wants. It is only fair that we be allowed to execute the work. 
The customer needs to be willing to work with us to get this matter settled. We are willing to work with the client in any reasonable way to satisfy their needs and get the work done.

[redacted],
This complaint has been resolved with the consumer. We agreed to refund monies for items on the contract that were unavailable from the manufacturer.
Thanks and please contact me should you have any questions.Matt M[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
We strongly believe that this company unprofessional and unreliable.  They failed on our contract .We are very disappointed in their actions after that. We do not want any other contracts with them.We want a full refund of $4,400.00 . And we want them to pick up their windows.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Despite again assuring me they would contact me, ACRE has still never reached out to me via phone or email to discuss this issue.   I also am rejecting their offer to pay for 50% of the damages to my table.  They are 100% responsible for causing damage to my table that, in the opinions of professionals,  needs to be refinished.  I am still seeking full payment of $525, which is the cheapest of the estimates I secured.  I am believe my request to be fair and just.  If I must, I plan to pursue this matter in small claims court.  If I  file,  I will seek all my fees incurred in addition to the $525.  Based on the facts, I feel this is a very winnable case.  I remain hopeful that this matter can be resolved amicably.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending...

it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We met with the customer within the last week to express our concern and to confirm that we will perform the service work that they need. While the windows are performing properly, a portion of the exterior the finish work needs to be re-done. We are currently procuring the necessary parts and will...

perform the work when the parts are in.
We will also reach out to the customer to give them an update.

Review: A representative of this firm came to our home and after going over what we wanted and what they could provide I decided to purchase a model window they could supply. I then gave the representative a check for a deposit in the amount of #2,832.00. Afterwards I decided I did not want to have the windows done. A day or so after I called and told the girl who answered the phone that I had decided not to purchase the windows. She said someone would call me back. No one did. I called again and asked that someone call me back. No one called back. A couple of days ago I called and finally spoke to a man whose name was [redacted].I explained to him that I did not want the windows done. I told him I had called a couple of times and no one called me back. I then explained to him that I was fighting pancreatic cancerand decided I did not want to have the work done. I asked him to send me a refund of the moneyI gave his representative. He told me to give him one or two days and he would call me back.three days went by and again no call back.Desired Settlement: I want this firm to refund me my deposit.

Business

Response:

The Customer will be receiving a full refund. The Customer is cancelling his contract outside the 3 day rescission period. Given his personal situation, we are allowing the contract cancellation. We are having our attorney prepare a release that will allow us to refund his money in full. A message was left for the customer to this effect. We will refund his money in full once the release is executed.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

---------- Forwarded message ----------

From: Revdex.com of Metro DC and Eastern PA <[email protected]>

Date: Wed, Apr 3, 2013 at 3:07 PM

Subject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [redacted]

---------- Forwarded message ----------

From: <[email protected]>

Date: Wed, Apr 3, 2013 at 2:14 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington

DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

Dear [redacted]:

When the gentleman says

"The Customer is cancelling his contract outside the 3 day rescission period'

He is not telling you the truth. I believe called in the 3 day period

but they did not respond at all.

What he is doing is stalling the "refund in full" while he says a

legal form for me to sign is on the

way. It is now 8 working days and no form has arrived for me to sign.

I should not have to sign

any forms to get my refund.

I need this resolved and now. I want a check mailed to me by

Certified Mail to the following

address:

this way the postal people will hand me the mail.

The zip is for my P. O. Box

our street address has a zip of [redacted]

Tomorrow I am to see my Oncologist to determine if my tumor markers

are still on the rise

in which case they will send me back for Chemo treatments. I dread

this because my fingers

are all numb from the last 8 weeks of Chemo I was put through.

Please keep me in your prayers and get this guy Matt to end this

matter and mail me my refund.

Thank you very much for all your help.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

---------- Forwarded message ----------

From: Revdex.com of Metro DC and Eastern PA <[email protected]>

Date: Wed, Apr 3, 2013 at 3:07 PM

Subject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [redacted]

---------- Forwarded message ----------

From: <[email protected]>

Date: Wed, Apr 3, 2013 at 2:14 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington

DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

Dear [redacted]:

When the gentleman says

"The Customer is cancelling his contract outside the 3 day rescission period'

He is not telling you the truth. I believe called in the 3 day period

but they did not respond at all.

What he is doing is stalling the "refund in full" while he says a

legal form for me to sign is on the

way. It is now 8 working days and no form has arrived for me to sign.

I should not have to sign

any forms to get my refund.

I need this resolved and now. I want a check mailed to me by

Certified Mail to the following

address:

this way the postal people will hand me the mail.

The zip is for my P. O. Box

our street address has a zip of [redacted]

Tomorrow I am to see my Oncologist to determine if my tumor markers

are still on the rise

in which case they will send me back for Chemo treatments. I dread

this because my fingers

are all numb from the last 8 weeks of Chemo I was put through.

Please keep me in your prayers and get this guy Matt to end this

matter and mail me my refund.

Thank you very much for all your help.

Business

Response:

We had previously mailed the release form. Today we emailed a copy as well. When the release is received we will issue a refund in full. We have no desire to retain the consumers deposit. On the advice of counsel, we require the release whenever a client has not cancelled their contract by sending in the notice of cancellation form that they were provided at the time of sale.

Review: Acre Replacement Windows replaced an Andersen door at [redacted] on 7/22/12. One hinge was not the correct one. A temporary one was installed while the correct one was ordered. We also needed a lock from the outside as well as the Andersen rollback screen for a Frenchwood Inswing patio door. On 7/23/12 we wrote a check for $300.00 to order the door and lock. Today, 5/24/13, our door does not stay closed and no one from Acre has called to follow up. Our communication has been our chasing them with no calls back. We just want the work done that was stipulated in the Change Order as well as the correct hinge installed. Pictures of the door and hinge were forwarded to [redacted] in customer service months ago. Still no follow up.Desired Settlement: The work needs to be completed. The money has been deposited and the job needs to be completed.

Business

Response:

We have reached out to the customer today to review the outstanding service and will schedule the service at a mutually agreeable time.

Review: I googled Anderson windows back in June 2013 and apparently this company, Acre windows came up. We scheduled an appointment for July 1, 2013 to get an estimate. Their sales guy pitched us an offer we gave a $1000.00 deposit...only to find out later that what we thought was an in-house financing was actually not. On July 24, 2013, I called in and spoke with on of their representitives and asked about getting a refund. She eluded to the fact that they would exhaust every means necessary to get us approved before we get any refund. At this point I told her I'm not about the run my credit multiple times trying to process an approval. Started speaking with a manager who told me I will get my refund back. I requested it on Sept. 6, 2013, still haven't heard from them. Called twice today and left messages. I saw online on Complaint Board that they have a lot of negative postings with people saying they stole their monies. I just want my money BACK!! I called my lawyer who advised me to file a law suit. Will be doing that also.Desired Settlement: My $1000.00 deposit back!!

Business

Response:

**. [redacted] signed a valid binding written contract with our firm on 7/1/2013. **. [redacted] executed a credit application as well to secure financing for the project. She was contacted by our partner financial institution who was prepared to provide her the desired financing. She indicated that she did not want her credit checked and that she expected financing to be provided without a credit check. After discussing the matter with her, she shared her credit score with us and we indicated that we could assist in securing financing. She then indicated that she wanted to cancel the contract and receive a full refund. Her desire to cancel was first stated approximately 2 months after she signed the contract. Our firm has expended out of pocket monies to take technical measurements of the windows, prepare and review orders, and prepare for execution of the contract. **. [redacted] is unwilling to reimburse our firm for our out of pocket expenses and believes that she can unilaterally cancel a valid binding contract. She has now engaged in a campaign to damage our firm through inaccurate internet posts.

Review: We contacted ACRE windows for an estimate for a sliding patio door. Our current door is broken and it has become a saftey issue because we have a 2 year who can open the door, which leads to our yard and an inground pool. We started this process over 2 months ago. When the "project manager" came out,after we signed the initial contract and paid 1/3 ($1300), he told us the door we ordered doesn't exist. The sales rep came out again, we signed a new contract. We were then told by the manager/ owner that the second door we ordered doesn't exist. Nothing happened for several weeks and we couldn't even reach anyone at the office to discuss. After we finally reached the manager, [redacted], he apologized for his company selling us a door that didn't exist, twice. We cancelled the entire order because we couldn't trust anything he told us. I was told that their lawyer would send me a "release of contract" over 3 weeks ago- I never got it. I then finally reached [redacted] again after multiple tries and messages- he told me a refund check was issued on 6/7/13. It wasn't and now they are screening their phone calls and won't answer. I am out $1300, and still have a broken door. This is by far the worst company we have dealt with. I am 7 months pregnant and this is causing alot of stress.Desired Settlement: I want our refund check that was promised to us - immediately so we can move on and get a safe door in our house

Business

Response:

The customer requested to cancel their order beyond the 3 day right of cancellation. The Company agreed to honor their request. The Customer was sent a refund check per their request which they stated that they never received. We have sent a replacement check out via Fed Ex (Tracking # [redacted]) and have provided a tracking number to the customer.

Review: After salesman [redacted]'s sale to us,on July 23, 2012 Acre Window service technician [redacted] installed a Frenchwood Pation Door with Covington Distressed Nickel handle. The installment agreement listed standard locks and screen. No exterior lock and no screen were included.A discussion with a salesman on the day of installation ensued. A price of $300.00 was agreed upon for the missing parts. Numerous calls later and the passage of ONE YEAR'S time has resulted in no lock, no screen and no correction of an inaccurate hinge that allows for the door to swing open. The door does not close properly.One person says one thing and another warehouse person says "we'll take care of it" and there is no more communication. This is the worst lack of customer service we have EVER experienced.Desired Settlement: Bring the screen door and install it.Install the exterior lock.Fix the temporary hinge.

Business

Response:

We have been in communication with the customer. We will follow up by close of business Wednesday and schedule the service.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:Acre window did not follow through with their stated attempt to reach us by the close of business, Wednesday, August,14([redacted] or [redacted]).They did not call, e-mail, text or show up. They did not contact us nor attempt to fix the problems with the door. This is the second time they have fraudulently conveyed taking action and they have not followed through.This is in addition to the multiple and numerous times throughout the past 12 months that we have contacted them about the issues and no one follows through to come fix the problem. Last year there was one call- then no action. Initially,the lack of not finishing the job was blamed on a salesman leaving the company. Then, no communication.

Regards,

Review: On July 29 I paid a $3000 deposit for replacement window installation. I submitted a certified notice to cancel this on August 1 and notified the company of this on that date. They confirmed I was within the cancellation period. The notice was delivered August 2. According to the cancellation agreement they were to return any payments within 10 business days from the date of the cancellation. I have made repeated calls about this but it has now been 18 business days and I my deposit has yet to be returned.Desired Settlement: I want my deposit returned.

Consumer

Response:

[redacted]>

9:35 AM (1 hour ago)

to me

This is to inform you that I received the refund payment documented in the above referenced complaint. Based on this I wish to close the complaint.

Thank you.

###-###-####

Review: First, we believe [redacted] windows took advantage of us as first-time homebuyers. They misrepresented their product by telling us that buying "wood windows was adding equity into our home", "wood is as insulated as vinyl or fiberglass products". Through research and consultations with other professionals, we found that all these statements made by an [redacted] salesperson were false. Also, we found that [redacted] windows prices were almost two-times as much as competitors. (For 4 double-hung windows, we are being charged $9700.)Desired Settlement: We seek for [redacted] windows to refund our deposit check of $2000 for their misrepresentation and for purposefully over-pricing inexperienced homeowners. Also, we seek [redacted] to cancel the contract signed with them to install replacement windows due to loss of trust between consumer and provider.

Business

Response:

This complaint is an unfortunate situation where the customer believes that they are paying to much for the windows they contracted for. The facts are that the customer signed a legally binding contract and completed a credit application on March 19, and was approved for credit on March 20, met with our Project Manager on March 25 at which time it was clear that the project was moving forward and with windows were being ordered. Almost two weeks later the customer was told by an unnamed 3rd party, most likely a competitor of our Company, that they were being somehow "ripped off" by our firm.

Review: My wife and I own a 100 year old home on the Jersey Shore. We wanted to replace the existing windows, sliding glass door and have a new garden window placed so we called Acre Windows and scheduled an appointment with the salesmen for January 28, 2013. After hours of discussion, we did decide to go with Acre Windows, somewhat for the [redacted] product, but mostly for the promise of great customer service, the warrantee and the satisfaction guarantee. This was a HUGE mistake. After a couple months and many calls asking where the products were, the windows and the door were delivered and installed (March 28, 2013). While the windows were what was represented, they had ordered the wrong door. By the time we noticed that it was the wrong door, it had already been installed (poorly). This door was a single hinged door that swung in the wrong direction, not the French door that I had ordered. I called Acre windows and the manager, [redacted] offered a monetary incentive to keep the door, but declined as I wanted the door that I ordered. He agreed to order a new door. I waited over 6 weeks, but never got a call about the installation so I began calling again and after speaking to multiple representatives and getting false reassurances, I again got through to [redacted] who gave excuses about the other manager being sick and the ball being dropped. By that point, the new door had not even been ordered and to make matters worse, the door that they had installed worked so terribly that my kids couldn’t even lock it and the seal around the door was coming off. I asked him to take the door that they installed and refund my money for the door. He said that he would look at my file and call me back. The call back never came so I called repetitively until finally after weeks I got through [redacted] who said that a refund was a financial stress for Acre, they had lost money on the incorrect door and said that he had ordered the right replacement door. I said that I simply wanted a refund, and I didn’t want the new door that I had ordered over six months before. I continued to ask for a refund, and he continued to decline. Finally, feeling exasperated and exceptionally frustrated I negotiated a $500 refund and agreed to have the new door installed. [redacted] agreed to send the $500 check with the installers. Several weeks later (October 7, 2013) when the installers came, they did have the door that I had originally wanted, but did not have the check. I called and left a message for [redacted] asking for the check, and of course he never called me back. I called again and spoke with [redacted] who told me that accounting had cut the check and to expect it in the mail. I waited, and waited for the check which has never arrived. My last message was left on a voicemail to [redacted] explaining how frustrated I was and that I was going to go to the Revdex.com if I did not get the check by the end of the week. Now it’s December 11, 2013 and I still haven’t received the check. Needless to say, I am beyond frustrated by this entire experience. All I ask at this time is for the $500 that [redacted] had agreed to refund for this terrible mess and a formal letter of apology.Desired Settlement: $500 that [redacted] had agreed to refund and a formal letter of apology from the owner.

Business

Response:

We are in receipt of the customers request. We will issue the credit to the customers account and issue a check within the next 10 days.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: On February 26 we paid $4400.00 for two custom made [redacted] windows that will match the third one that we are not replacing. On May 14 they deliver windows that are smaller that our old ones and the inside frame is different from the third window . One is 8 inches smaller, another 2 or 3 inches smaller. I did not allowed to install them. Next day the manager [redacted] came to talk to us. He was trying to convince us to let them put those windows ! We wanted the right size windows and inside part of the windows match the third window.After an hour of talking we agreed that they will make the right windows and install them in one month.

My husband also suggested that they will send us a check for $ 2200.00 which is going to be send them back when they finish the job.[redacted] called us on may 19, said he will call us with dates . During next couple of weeks we did not hear from [redacted] replacement windows and I called them. It is clear to us that they can not do the job that they said they will, we waited too long and now we want a full refund.

We are currently looking for another company to replace our windows.Desired Settlement: We want our money back. Full refund of $ 4400.00.

Business

Response:

This is a case where the client ordered windows using the insert method of replacement, where existing frames are not replaced. The written contract states that the insert method is being used. Upon delivery of the windows, the customer did not like the configuration of the new windows and refused to allow installation. We met with the clients and offered to re-order the windows in the configuration they desired at no additional charge. We even agreed to refund 50% on the money on deposit until the new windows were re-ordered and installed. Now the customer has decided that it took too long to forward paperwork regarding the agreement and is recanting the agreed upon resolution and demanding a full refund despite us having ordered and delivered windows to their home.