American Exteriors, LLC

Dear Revdex.com:  (written by Jim K[redacted], District Manager -Omaha office of American Exteriors)I have contacted this customer ([redacted]) by phone on 3-21-18 to discuss her complaint. Icalled [redacted] at 12:04 pm on 3-21-18.  I told Mrs. [redacted] that we received the complaint and acknowledged that we did have more issues than usual on her job and I apologized.  I confirmed with her that all the products were installed and the installation was acceptable.  She agreed that was the case.  She did say there was damage to 2 doors and she was still not happy.  I offered to replace the door panels and she declined the offer.  I also offered her $1000.00 in discount for her inconvenience on this job.  She declined that offer also stating she wanted to visit with her husband.  She stated they were meeting with an attorney next week and she would call me back next week.That was the end of the conversation today.Thank you.

[redacted],I was told by the Install Manager in Denver that the service was handled this morning. Please let me know if there is anything else you need.Best,Gina

On Monday January 11,  we were able to get the correct glass in and the broken window was replaced.  The damage that was done to the windows by the previous tenants can be covered by the window manufacturer Amerimax but there is labor and material costs involved.  We are working with...

Amerimax  to get the correct parts and it has taken some time due to the age of the windows. When we are get the correct parts we can give an accurate charge for the service costs.  I apologize for the delays.

The Revdex.com complaint was delayed coming to American Exteriors and this service was completed in Nov.  I apologize that it took so long to get this service done in the first place and the issues with getting in touch with the ** office.  This item has been corrected so calls transfer to other...

offices if the staff is not available.  Thank you.

Revdex.com:
I would like to reject the offer of Mediation for complaint ID [redacted].  I will contact an attorney about this issue.  It appears they are refusing to follow through on promises made. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am waiting to see if Kevin K[redacted] responds to if and when the window will be fixed. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 9, 2015/08/07) */
We have worked with the customer to resolve the issue and the customer has expressed that they are happy with the result and are satisfied.

Complaint: [redacted]
I am rejecting this response because: They should not be sending there reps out to give bids if they are not standing behind the contract, and as for as the sales manager he was rude would not let any body talk that is why we hung up, and we some checking of our own and found out this is not the first time they have done this and that most of the sale reps have quit because of their lying, please do something about this.
Sincerely,
[redacted]

Dear valued customer,After speaking with our [redacted] in [redacted],  I was advised that a new screen was delivered. Please let us know if there is anything else that we can do for you. Best,American Exteriors

Dear Valued Customer, We appreciate the time you took to submit your review/complaint. We are currently researching this further with the Vice President and Install team for your location. We will be back in touch with you shortly. Thank you,American Exteriors

Dear Revdex.com and Valued customer,I reached out to the Division Manager, Jim K[redacted] as well as the Install Manager and the VP of Installation and according to them the installation was corrected. I am waiting to hear next steps. Best,American Exteriors

Complaint: [redacted]
I am rejecting this response because:This is a really Sad response from the Company as they never came out when the problem was actually there, TWELVE Months ago! This Complaint Form Actually Got this Company to respond and come out and see the problem ??? Just a few weeks ago and the Door was Installed in 2015! I had a person at MY Home to Actually check out the problem -He then said that some 'Little rubber pieces are missing and we have hundreds of them laying about the workshop! I joked with him but not really, and said so if these little rubber pieces were installed like they were supposed to you would not have them laying about the workshop.\?From the way I understand it these rubber pieces are a Gasket that is installed when the Door is Assembled into the Frame, and in my case these are missing. The Technician who turned up used Caulk in many places...this did help a little but just after he had left I checked the corner that had been Icing Up and there was 'Cold Air' coming in. I was going to put a piece of Adhesive Foam Rubber over the spot but when I was cleaning the area with a damp paper towel, it 'stuck' 'Froze' to the Spot so I left it there. I have just now checked that part of the Door and put another Paper Towel in that place as there was Condensate in that corner and the paper absorbed the Condensate and I left it there.Rest assured I will be leaving the Towel there and when it warms up I will endeavor to 'Fix' it myself.......As this is the Best they can Do.  Not good for a $3000.00 Door. When I could have got many for less than half that price!
Sincerely,
[redacted]

American Exteriors has been in contact with Mrs. [redacted] since we had written notice of the complaint.  We had a installer inspect the window and correct the issue.  Yesterday we a had a third party restoration company go to the [redacted]'s home and test for mold.  We are awaiting their...

findings.  [redacted] is no longer with the company so all future emails or responses should be sent to [redacted]@amext.com.  We should be completely done by this weekend

Complaint: [redacted]
I am rejecting this response because: You do realize that Kevin K[redacted] has personally already dropped the ball on this, right? 
Sincerely,
[redacted]

Dear valued customer,Thank you so much for taking the time to submit your situation. I have passed it along to the VP of our company for review and you will be contacted. Thank you,American Exteriors

This job was cancelled out by American Exteriors at the beginning of December and we thought notice was sent to [redacted] of this.   If there is any further issues that need to be addressed please let us know, other then that we consider this project closed and the constructed windows will be donated to Habitat for Humanity.

American Exteriors has had 3 different installers go to the home to inspect the door.  It has been properly installed and insulated and issue that is reacquiring is condensation from a humidifier and proximity to the kitchen dining area.  Condensation will continue to show up on the door...

as long as there are higher humidity issue in the home.  We have tried to inform the [redacted]'s of this and they refuse to accept this.  Windows do not cause condensation, humidity does, and this must be controlled in the home.  We are willing to have another installer look at this but it will come to the same conclusion.

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. I still find it ridiculous that they would not take any action until a complaint was filed. 
Sincerely,
[redacted]

Dear Valued Customer,Thank you for providing me with updated details. I just passed the information on to Kevin K[redacted] so that he can let me know the next steps in the process. As soon as I hear back from him I will let you know. Thanks,Gina

I have been able to talk to [redacted] and apologize for the delays in his project and also the issues with the Omaha staff.  Corrective action has taken place.  We were able to install the [redacted]'s siding and complete the needed window trim as requested.  The job was finished today and...

an American Exterior Representative will walk the job with [redacted] to make sure everything has completed correctly.