Amcraft Building Products

After speaking with the Amcraft Business Development Manager, these are the facts that I have gathered
1) We have tried to take care of the problem for this homeowner but have been denied accessTo our knowledge there is nothing wrong with the balance of the windows because we were not allowed to unwrap the remainder of themThere are only windows out of the that were ordered that have been installed on the job so farA 4th window was unwrapped and inspectedNew sashes have been ordered for the damaged onesThis will take care of all the issues he has so far, as the new sash will replace the old sash that have gaps in themIf we find there are problems with the remaining windows we will order new parts as needed and replace them
2) At this time no one I have spoken to knows anything about an issue with the patio door, it was still wrapped up in the shipping material when the installer was last out there
3) If there are issues with any of the screens, new screens can be ordered and replaced
4) Everything that needs to be taken care of can be changed out on the job site, nothing needs to be transported to another location to be fixed
5) There has been no bait and switch, nor misrepresentation of these windowsThe homeowner was first shown the Grand Estates Original frame window, but later decided to upgrade to the Grand Estates Premier window due to a triple pane glass promotion going on at the timeThere is a slight difference between the GE Original frame and the Premier frame but the homeowner was made aware of what he was gettingThe homeowner approved of the order before it was placed and signed a contract for these custom made windows

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Thanks for giving me the chance to respond to Amcraft.  The response is wrong in that Amcraft and/or ABC has been trying to call me to talk about the problem. No one from Amcraft or ABC has ever called me regarding this issue. If you read the emails from ABC they apparently don't even have my telephone number. So how can one claim they have tried calling when they don't supposedly have my number? They could have gotten my number from my contractor, [redacted], who has been having dealings with ABC about the window issues, but they did not. As for the emails that ABC sent dated 09/26/2014, I did not receive those emails. The 1st email I received from ABC was 10/08/14, when I had already filed this complaint. I will try to attach the info from my email showing that the emails that Amcraft has attached to their response showing I didn't receive it until 10/08/14. The last email contact I had with ABC was 09/24/14. I emailed them back and haven't heard back. I sent another complaint 09/25/14 via the ABC website. I even sent my contractor an email on 09/30/2014 that I didn't hear from ABC. Then my contractor, [redacted], said that ABC was to forward the emails to him but apparently he never heard from them either. Even he is upset with how he has been treated.
 
As for the comment:
"He mentioned in his complaint that the windows in the brochure are different than what he received, so I am not really sure if he just doesn’t like the windows and is hoping to get a new and different window, but I can say that the issues that he has with the windows are cosmetic and can be repaired, as there is nothing wrong with the performance of the windows."
What I am saying that if you look at the window that was shown to me by my contractor and the ones in the book, it does not match the ones installed (3) in my house. I am not saying that I am looking to get new and different windows is far from the truth! The window shown to me and in the book has nice clean corners, but the ones that I received have gaps filled with vinyl that show terribly. Even my contractor, who has Amcraft windows say his don't look like this!  What I am saying is that if I saw that these windows looked like this I would have not gotten them! You don't change a product without letting your customers know. I say that is deceitful.
 
Now to the comment that there is nothing wrong with the performance. That is not true either. Why do I have air infiltration through the corners of one the windows if there are not performance issues? Why is the a seal falling down in one them if there isn't performance issues? Why is there gaps in the corners of each windows that daylight is seen through? These windows according to the book have "fusion-welded frame and sash". I can probably get a statement from my exterminator if needed to what he witnessed. We had him to the house for spraying and the first thing he pointed out were the gaps/opening in the corners of the windows. He told us the colder it gets the more the insects look for nesting spots, that the insects like using corners to get in and he actually sprayed those windows with a substance to prevent this. Why do 2 of the windows have vinyl pieces broken off by the latches if there isn't performance issues? What about the gouge on the inside frame? How do you repair that, may I ask?
 
Lastly, why would I have these windows finished being installed with all these issues? If you buy something from the store and it has defects do you get a new one or wait to have the store send it back for repair? We are not talking just these 3 windows, it is all the windows I have. Don't you become suspicious with all these problems and then just say go ahead install them and we will fix them when our repair crew has time which is 3-4 weeks down the line? I don't know the window making process. But if the company had offered to repair the 3 windows or even 1 window to see if the repairs they say they can make were up to par without it taking so long then that probably would have sufficed, but waiting 3-4 weeks is ridiculous. Then you read the comments on [redacted]'s Facebook page about people waiting to get stuffed fixed and the company not taking care of it makes you concerned as well. I would also like you to know that I did ask my contractor to ask ABC and/or Amcraft about taking the windows back and fix them, then I would inspect them and continue with the process. I also asked for a price reduction due to the issues and long wait time, but was told you said No. I tried to make this work, but it seems that you have refused to work with me as well.
 
This is the information from the email sent by ABC showing that I did not receive their email until 10/08/2014, where the other supposed emails are I don't know. I checked spam folder and trash folder. I did not receive them when they were supposedly sent on the 09/26/2014.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I will address the points that Am Craft has made to my response.
1) We have tried to take care of the problem for this homeowner but have been denied access. To our knowledge there is nothing wrong with the balance of the windows because we were not allowed to unwrap the remainder of them. There are only 3 windows out of the 14 that were ordered that have been installed on the job so far. A 4th window was unwrapped and inspected. New sashes have been ordered for the damaged ones. This will take care of all the issues he has so far, as the new sash will replace the old sash that have gaps in them. If we find there are problems with the remaining windows we will order new parts as needed and replace them.
Denied access to what may I ask? I asked that you take the product back, at one point, to ABC Supply and fix the issues and then let me see the fixes before I allowed them to be installed into my house. My Contractor was not even sure to install the windows until they were fixed. Yes you were allowed to unwrap the windows when you came to my house to look at them. I believe it was [redacted]. He chose not to do this, this is not my fault. My contractor and Jim from ABC Supply looked at the windows "Still" wrapped and found the problems on the other windows, that was the reason they contacted the rep from Am Craft. As for the gaps, you are not understanding this issue. These gaps are in the corner of the windows, where the outside frame meets the bottom frame. The gap is not fusion welded or does not have vinyl on them like the rest of the window. I am being told this is for drainage, which I don't believe is correct. The bottom of the screen has 2 holes for water drainage. This gap is something that I think is another defect. What about the damage to the inside frame of one of the windows installed? How are you going to fix that?
2) At this time no one I have spoken to knows anything about an issue with the patio door, it was still wrapped up in the shipping material when the installer was last out there.
No one wanted to completely unwrap the windows/patio door is not my fault. Someone from ABC and Am Craft were here and knew what the problems were when they arrived. May I ask a question: If you order something and it turns out to be wrong, defective, or poor quality, do you continue to allow that item be installed and hope that the company will fix it the way it was suppose to arrive or do you question it and stop it until a resolution has been agreed upon. The people that were at my house to look at these problems looked at the items that were not installed. I assume that they found issues with the patio door as well. At no time did anyone of the "professionals" tell me that the patio door is fine, go ahead and install it. Not that I would have allowed with all the issues to be honest.
3) If there are issues with any of the screens, new screens can be ordered and replaced.
There are issues with the screens. The corners don't line up and have gaps. This has been discussed in emails with ABC and even with the Revdex.com. Am Craft rep [redacted] knew about the screens when he was here the first time. ABC Supply knew of the screens. If that is your statement why weren't screens ordered with the sashes?
4) Everything that needs to be taken care of can be changed out on the job site, nothing needs to be transported to another location to be fixed.
I am not a window tech. Can the frame issue with the gaps in the corners be repaired when the weather is becoming colder and colder? What about the damaged framed on the inside? I am not keen on being told that everything can be changed out of the job site, not knowing what the weather does or how weather affects the products you are using to fix the issues as you claim. That option was given not only by me, but by my contractor and I believe even ABC Supply. I do know that was my option.
5) There has been no bait and switch, nor misrepresentation of these windows. The homeowner was first shown the Grand Estates Original frame window, but later decided to upgrade to the Grand Estates Premier window due to a triple pane glass promotion going on at the time. There is a slight difference between the GE Original frame and the Premier frame but the homeowner was made aware of what he was getting. The homeowner approved of the order before it was placed and signed a contract for these custom made windows.
If it is known of the slight difference between the 2 models, why wasn't my contractor made aware of this? Why does your own book not show this difference? My contractor has Grand Estates windows installed in his house and is selling these windows, why would you as a company or ABC Supply let him know of the "slight difference"? Why do the GE original windows look better that the upgraded windows? NO I did not know what I was getting when I had my contractor order the windows. I thought I was getting a window that had smooth lines by the corners, not gaps with vinyl filled. Education and communication are key words here.....maybe that should be the case with Am Craft and its suppliers. I would not have told my contractor to get these windows knowing what they actually look like. To be honest, as a company, I would be embarrassed in how these windows look, but that is just me.
 
I feel at this point that the company likes to put words in my mouth when they don't know all the facts. I feel as though they like to place blame elsewhere, especially on the customer, who purchased their product thinking they were a good company. At this point I feel the true colors of this company has shown and I am ashamed of the way the company has acted. Good companies recognize the value of a customer and works with them. I understand mistakes get made, just handle it with good customer service. I will work with my contractor to get this issue resolved as he is willing to acknowledge how really bad these windows are, as Am Craft is not a good company in my experience at this time. They do say word of mouth is more powerful than advertising. Thank you for your time!

Thank you for the information regarding consumer complaint #[redacted].
 
We have been trying to reach a resolution with the homeowner for some time now as we feel that the problems he has can be repaired to his satisfaction. As a manufacturer, we feel we should be allowed the option to fix the...

issues before any other type of action is taken. The homeowner has made it very clear he will settle for nothing less than all new windows. This is not an option for us as we do not feel the problems justify all new windows.
 
He mentioned in his complaint that the windows in the brochure are different than what he received, so I am not really sure if he just doesn’t like the windows and is hoping to get a new and different window, but I can say that the issues that he has with the windows are cosmetic and can be repaired, as there is nothing wrong with the performance of the windows. Our solution for this homeowner would be to provide new top or bottom sash for the frames that are already in place, and that is why we have asked the homeowner to have the remaining windows installed, the solution would also include new screens to replace the ones he feels do not fit correctly.
 
The homeowner has reached the point where he is no longer responding to our phone calls or e-mails, so we feel we are at a standstill at this time. We would like nothing more than to come to an agreement with the homeowner on how to satisfy his claim in a manner that would make him happy, but at this time it does not include giving him all new windows. Please see correspondence from ABC Branch Manager and Amcraft Representative.
 
 
[redacted]

Review: Hired contractor to install windows. Order AmCraft Premier double hung windows. 13 windows and 1 patio door. The problems are: The miter cuts on the outside had big gaps and looked terrible, the corners of the screen had open gaps that the cuts didn't line up, 2 sashes had a yellow stain color on top of 2 of the sashes, all the inside seams had vinyl pieces and other places on the windows that were sharp, 1 window had air leakage, 1 top sash had the seal inside coming down, 1 frame had a gouge/scratch on the inside on top, I can see daylight looking out many of the corners and the window bottom corners have open gaps which you can see daylight, and 2 windows have broken vinyl by the latches! And these are not the same windows from the book. This is UNACCEPTABLE! And its not just 1 or 2 windows, it is all of the windows. My contractor agrees with these issues. I had the ABC rep and AmCraft rep look at the windows as well. They want me to finish installing the rest of the windows, only 3 installed, and they can maybe have their repair people fix them in 3-4 weeks, when you can order new windows in a week! I just wanted to have new windows ordered as these are terrible, but was told no. Your description of the window states: "Grand Estates vinyl replacement windows light up any room with their impeccable quality, advanced technology, classic design, superb construction, and maintenance free operation." Not true these are sloppy made windows, have defects and issues, and don't match your description! I have not heard from anyone besides my contractor regarding this issue. My contractor has been yelled at by your rep and AB|C Supply has lied to him as well. I have new estimates for windows which are $2200 to $4800 more, after all this time! This is terrible business! You apparently don't care about your customers.Desired Settlement: I wanted new windows ordered, but you would not do that! You pay good money to get a product like this! Terrible! I believe you have violated ATCP 110.02 (9)(b) and 110.023. These windows don't look like the ones I though I was getting from the book. I want the price difference in new windows for the company dragging its feet.

Business

Response:

Thank you for the information regarding consumer complaint #[redacted].

We have been trying to reach a resolution with the homeowner for some time now as we feel that the problems he has can be repaired to his satisfaction. As a manufacturer, we feel we should be allowed the option to fix the issues before any other type of action is taken. The homeowner has made it very clear he will settle for nothing less than all new windows. This is not an option for us as we do not feel the problems justify all new windows.

He mentioned in his complaint that the windows in the brochure are different than what he received, so I am not really sure if he just doesn’t like the windows and is hoping to get a new and different window, but I can say that the issues that he has with the windows are cosmetic and can be repaired, as there is nothing wrong with the performance of the windows. Our solution for this homeowner would be to provide new top or bottom sash for the frames that are already in place, and that is why we have asked the homeowner to have the remaining windows installed, the solution would also include new screens to replace the ones he feels do not fit correctly.

The homeowner has reached the point where he is no longer responding to our phone calls or e-mails, so we feel we are at a standstill at this time. We would like nothing more than to come to an agreement with the homeowner on how to satisfy his claim in a manner that would make him happy, but at this time it does not include giving him all new windows. Please see correspondence from ABC Branch Manager and Amcraft Representative.

Consumer

Response: