American Energy Master Inc.

Called *** *** for brick work on my houseI really like the fact that *** himself quoted the job and followed up with me on details about the jobThey did such a great job with my houseVery professional and great crews working for himI couldn't be more pleased with the work they did for me and would recommend them very muchThey went the extra mile you want from a contractor without having to even askKeep up the good work and thanks to all

To Whom it May Concern,This is in response to *** ***'s complaint about a glass repair from her window contractThis is essentially a complaint against her window manufacturer and not usOur company is responsible for the installation of her windows only and we have a year
installation warranty which expired in The manufacturer *** *** is responsible for the window material warranty. For over years, *** *** has stood by its products and serviced them, dealing directly with the customer. Now under new ownership, *** *** has changed course and no longer offers this service. Instead, for warranty items, they supply material only - in this case glass - and leave the customer to their own devices.We have complained bitterly to *** *** about this new policy but to no avail. They will soon close all of their branches and will only ship glass from their *** plant. I explained to *** *** that she could pick up her glass for free at *** *** still -open Baltimore branch but she did not want to do this. Even though it is not our responsibility, we have partnered with an independent repair service to help her outIt took an incredibly long time to get the glass from *** *** and we arranged for an independent glass repair company to install it. The installation was successfully completed on Wednesday 11/19/I ask that this complaint be stricken from our record. We did not manufacture the ***'s windows and were never responsible for the material warranty. We're very sorry that *** *** had a problem and we stepped outside of our responsibilities to lend her a hand in getting her problem solvedSincerely,Bob T***American Energy Master

To Whom It May Concern,
This is a response to the complaint filed above by [redacted] against our company American Energy Master
**.
[redacted] called in early January 2014 to say that someone working on his
home had damaged a part of his...

[redacted] front storm door frame and he asked that
we order the part.  We had originally ordered **. [redacted]'s [redacted] storm door from our supplier [redacted] in [redacted], Md. ([redacted] does not let most contractors order directly through them and requires contractors to order through suppliers). Since then we have switched our storm door orders from [redacted] to another vendor.
On January 8th, 2014  I sent [redacted] an E-mail with **. [redacted]'s name, the storm door model, part needed and original order date to [redacted] and asked that they order the part. They are not happy that we no longer order doors through them and said that  that they needed the serial # off of the label on the door. This surprised me as I gave them all of the other pertinent information. I called **. [redacted] to get the serial # but  he said that he could not find it anywhere on the door.  I called [redacted] back and they said that they would figure out another way to track the order and would order the part. I called a few weeks later and they said that the part was ordered but had not yet arrived. 
**. [redacted] called a few weeks ago to ask when his part would arrive in and, in good faith with our previous supplier,  I said that it should be in any day now and that I'd be in touch. I don't know if it was to spite our company for withdrawing our business but apparently that part was never ordered by [redacted].  I have since then called [redacted] directly and explained the situation and had them pore over their records at which point they located the serial # for the original order which was place in January 2009. The part has been ordered and is due to arrive on Monday February 24th at our new supplier.
I apologize to  **. [redacted] for the delay and will call him as soon as we have the part.  We will not charge for the material and will install it at no charge.  As an additional service if any of his doors, windows or storm doors need any adjustments or caulking we will also be happy to perform this service also at no charge. If the part arrives as promised this service should happen by the end of this month.
I wish that we had more control of our suppliers and really regret that **. [redacted]'s service was somehow caught in the middle of a contractor / supplier dispute. I will be in touch with him immediately after we receive his door part, hopefully in a few days.
Sincerely,
[redacted]
American Energy Master Inc.
Cell # ###-###-####

To Whom It May Concern,This is a response to the complaint of [redacted] about replacing a fogged glass pane on her [redacted] door sidelight which was installed 12 years ago in 2002.This is a manufacturer's service issue, not an installation issue.  In the past [redacted] (the door...

manufacturer) offered direct installation services at an additional cost for their warrantied service parts.  They no longer offer this service. In 2002 we offered a one year installation warranty so we are not liable under our contract for something this old. Nevertheless we have chosen to act as [redacted]'s agent and to try and get the glass from [redacted]. It has been an ordeal  that has spanned many months.  We just got the glass in and due to the long delay, [redacted] has agreed that the material will be no charge. We will arrange with a glass repair firm to have the glass installed at a modest labor charge and I will contact [redacted] in the next few days to arrange the service. Again, this is not an installation issue and is not covered under our installation warranty but as a service to our customer we will arrange for the work to be done. Sincerely,Bob T[redacted]American Energy Master Inc.

To Whom It May concern,I'm responding to the complaint from [redacted].  On November 28, 2003 [redacted] purchased [redacted] windows and a sliding door from us. A few months ago [redacted] contacted us about fogged glass in his sliding doors. [redacted] glass seal...

warranty at that time was 30 years and started pro-rating at 10 years.  His contract with us had a 3 year installation warranty covering our services.Since [redacted]'s service was only about the materials and not our installation I forwarded his request to [redacted].  In the past [redacted] has done an excellent job contacting the customer and directly handling the service process for their products. In the last few months this has changed dramatically.  They no longer service their older series products and instead of supplying and installing new glass and frames for their windows and doors they supply glass only - to be picked up by the customer at their nearest branch in [redacted]. We have always relied on  our suppliers to service their own products and do not have an in-house repair service.  If [redacted] supplied glass and frames for their products like other manufacturers it would be a simple process to switch out the panels, but re-glazing windows and doors is much more complicated. We are very unhappy with [redacted] new service policy and have complained to them bitterly without avail. [redacted] was bought out by a larger company Atrium a while ago and the new management says  that they are complying to the letter of their warranty. I spoke to [redacted] last week and explained the situation of which he seemed to be very understanding.  I should hear back early next week from [redacted] with the pro-rated cost of his glass and will be in touch with [redacted] about the cost.   We're also working out a relationship with a glass installer who, for a fee,  should be able to switch out the glass once he familiarizes himself with the product.In short, [redacted]'s complaint is really with [redacted] and not with our installation. We will do the best we can to help [redacted] get service so that he does not have to pick up the glass himself and find an installer. I will be in touch with him next week and am very sorry that [redacted] has made their new service policy so difficult. Sincerely,Bob T[redacted]American Energy Master

American Energy Master: I am distressed to read these other reviews, because I'm having a similar problem. They installed windows in 2005 and it was difficult - taking at least a week in the cold winter when they said two days. I remember being very distressed by the process. Now, it's many years later and there is a crack in one window. I called the co. (who it seems only has one person who takes calls and has an answering service), and he keeps putting me off. It's been almost two weeks, and he is not responding to calls or texts, after twice telling me he would get back to me several days ago. I am very aggravated to say the least.

Review: My wife contacted American Energy Masters President **. [redacted] some time ago about a defective part on a storm door his company installed. He never returned her call and she gave up. We have a handyman doing work around the house so I tried again recently to try to get the defective part since I could not get it at the local [redacted] or [redacted]. One of the issues is that there is no indication on the storm door of make, model or manufacturer, so I had to call the installer - American Energy Masters. I called **. [redacted] and he said he just happened to be looking at our old invoice and would put in an order for the defective part. 2-3 weeks went by and I did not hear from him so I called again. This time I went to voice mail. I called again this past Saturday and reached **. [redacted] who was very congenial and was "sure that he had ordered the part" and "gee it should be here by now" and would I call back on Monday when he was in the office and he could confirm. I called on Monday and left a very clear voice mail. It is now Wed and I have not heard from **. [redacted] and when I called this morning his voice mail box was full and not taking messages.Desired Settlement: When I asked **. [redacted] if he had ordered the part and had it sent to my address he said this was not possible and that it would need to be sent to him.

I believe that the door was hung incorrectly and that it should be repaired and corrected at no cost by **. [redacted]' company, but at this point I would be happy to simply have the part delivered to me so that I can have my handyman make the necessary repair.

Business

Response:

To Whom It May Concern,

This is a response to the complaint filed above by [redacted] against our company American Energy Master

**.

[redacted] called in early January 2014 to say that someone working on his

home had damaged a part of his [redacted] front storm door frame and he asked that

we order the part. We had originally ordered **. [redacted]'s [redacted] storm door from our supplier [redacted] in [redacted], Md. ([redacted] does not let most contractors order directly through them and requires contractors to order through suppliers). Since then we have switched our storm door orders from [redacted] to another vendor.

On January 8th, 2014 I sent [redacted] an E-mail with **. [redacted]'s name, the storm door model, part needed and original order date to [redacted] and asked that they order the part. They are not happy that we no longer order doors through them and said that that they needed the serial # off of the label on the door. This surprised me as I gave them all of the other pertinent information. I called **. [redacted] to get the serial # but he said that he could not find it anywhere on the door. I called [redacted] back and they said that they would figure out another way to track the order and would order the part. I called a few weeks later and they said that the part was ordered but had not yet arrived.

**. [redacted] called a few weeks ago to ask when his part would arrive in and, in good faith with our previous supplier, I said that it should be in any day now and that I'd be in touch. I don't know if it was to spite our company for withdrawing our business but apparently that part was never ordered by [redacted]. I have since then called [redacted] directly and explained the situation and had them pore over their records at which point they located the serial # for the original order which was place in January 2009. The part has been ordered and is due to arrive on Monday February 24th at our new supplier.

I apologize to **. [redacted] for the delay and will call him as soon as we have the part. We will not charge for the material and will install it at no charge. As an additional service if any of his doors, windows or storm doors need any adjustments or caulking we will also be happy to perform this service also at no charge. If the part arrives as promised this service should happen by the end of this month.

I wish that we had more control of our suppliers and really regret that **. [redacted]'s service was somehow caught in the middle of a contractor / supplier dispute. I will be in touch with him immediately after we receive his door part, hopefully in a few days.

Sincerely,

American Energy Master Inc.

Cell # ###-###-####

Review: In January 2004, American Energy Master installed in our home several windows and a two-section glass slider. The contract provides a 30-year warranty on the insulated glass seals. Unfortunately, the seals on the slider have recently failed and the inner glass panels are filled with moisture. I request that American Energy Master replace the glass slider, as per contractual agreement.

I have called American Energy Master three times in the last two months and left messages (7/22, 7/29, and 8/17) but have not received a call-back.

On 8/26/14, I sent the company a letter via certified mail, with a CC to Congressman [redacted], but have received no response to date.Desired Settlement: I would like the company to contact me, have a look at the defective window, and replace it as per contractual agreement.

Business

Response:

To Whom It May concern,I'm responding to the complaint from [redacted]. On November 28, 2003 [redacted] purchased [redacted] windows and a sliding door from us. A few months ago [redacted] contacted us about fogged glass in his sliding doors. [redacted] glass seal warranty at that time was 30 years and started pro-rating at 10 years. His contract with us had a 3 year installation warranty covering our services.Since [redacted]'s service was only about the materials and not our installation I forwarded his request to [redacted]. In the past [redacted] has done an excellent job contacting the customer and directly handling the service process for their products. In the last few months this has changed dramatically. They no longer service their older series products and instead of supplying and installing new glass and frames for their windows and doors they supply glass only - to be picked up by the customer at their nearest branch in [redacted]. We have always relied on our suppliers to service their own products and do not have an in-house repair service. If [redacted] supplied glass and frames for their products like other manufacturers it would be a simple process to switch out the panels, but re-glazing windows and doors is much more complicated. We are very unhappy with [redacted] new service policy and have complained to them bitterly without avail. [redacted] was bought out by a larger company Atrium a while ago and the new management says that they are complying to the letter of their warranty. I spoke to [redacted] last week and explained the situation of which he seemed to be very understanding. I should hear back early next week from [redacted] with the pro-rated cost of his glass and will be in touch with [redacted] about the cost. We're also working out a relationship with a glass installer who, for a fee, should be able to switch out the glass once he familiarizes himself with the product.In short, [redacted]'s complaint is really with [redacted] and not with our installation. We will do the best we can to help [redacted] get service so that he does not have to pick up the glass himself and find an installer. I will be in touch with him next week and am very sorry that [redacted] has made their new service policy so difficult. Sincerely,Bob T[redacted]American Energy Master

Review: American Energy Masters installed replacement windows and an entry door. The entry door has two "sidelights" or side windows. Back in 2012, the right sidelight fogged up. American Energy Masters (after a long wait) eventually replaced the sidelight. Last year the left sidelight fogged up. We have contacted Bob Timbers numerous times, however neither he and/or American Energy Masters have replaced the sidelight.Desired Settlement: We request American Energy Masters replace the left entry door sidelight.

Business

Response:

To Whom It May Concern,This is a response to the complaint of [redacted] about replacing a fogged glass pane on her [redacted] door sidelight which was installed 12 years ago in 2002.This is a manufacturer's service issue, not an installation issue. In the past [redacted] (the door manufacturer) offered direct installation services at an additional cost for their warrantied service parts. They no longer offer this service. In 2002 we offered a one year installation warranty so we are not liable under our contract for something this old. Nevertheless we have chosen to act as [redacted]'s agent and to try and get the glass from [redacted]. It has been an ordeal that has spanned many months. We just got the glass in and due to the long delay, [redacted] has agreed that the material will be no charge. We will arrange with a glass repair firm to have the glass installed at a modest labor charge and I will contact [redacted] in the next few days to arrange the service. Again, this is not an installation issue and is not covered under our installation warranty but as a service to our customer we will arrange for the work to be done. Sincerely,Bob T[redacted]American Energy Master Inc.

Review: I have tried contacting this company to replace a window for two months and at first the gentleman answered my calls promising to come fix the broken window. Now he won't answer and I am left with a broken window. I have called so many times and no one calls back. So.disappointed.Desired Settlement: I would like the window fixed asap and at no charge.

Business

Response:

To Whom it May Concern,This is in response to [redacted]'s complaint about a glass repair from her 2006 window contract. This is essentially a complaint against her window manufacturer and not us. Our company is responsible for the installation of her windows only and we have a 3 year installation warranty which expired in 2009. The manufacturer [redacted] is responsible for the window material warranty. For over 50 years, [redacted] has stood by its products and serviced them, dealing directly with the customer. Now under new ownership, [redacted] has changed course and no longer offers this service. Instead, for warranty items, they supply material only - in this case glass - and leave the customer to their own devices.We have complained bitterly to [redacted] about this new policy but to no avail. They will soon close all of their 20 branches and will only ship glass from their [redacted] plant. I explained to [redacted] that she could pick up her glass for free at [redacted] still -open Baltimore branch but she did not want to do this. Even though it is not our responsibility, we have partnered with an independent repair service to help her out. It took an incredibly long time to get the glass from [redacted] and we arranged for an independent glass repair company to install it. The installation was successfully completed on Wednesday 11/19/14. I ask that this complaint be stricken from our record. We did not manufacture the [redacted]'s windows and were never responsible for the material warranty. We're very sorry that [redacted] had a problem and we stepped outside of our responsibilities to lend her a hand in getting her problem solved. Sincerely,Bob T[redacted]American Energy Master

Consumer

Response:

[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 appreciate you finally getting in touch with us and finally fixing the window. I won't agree on everything said but I will agree to disagree.

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,