American Window Industries Inc

Thank you for your letter of September 30,2014 relative to the above captioned complaint filed against American window Industries, Inc. (AWI) & Premiere Kitchen & Bath, lrtc.(PK&B] by [redacted].
A contract was signed May 10,2014 for kitchen remodel and 7 replacement windows. The...

project was contingent on the [redacted] securing financing.
The [redacted] were contacted within a week of signing the contract to schedule final measures. The final measure appointment for the windows was May 23,2014 and kitchen measurements were taken in May with the first of three layouts presented to the [redacted] on June 3,2014. The kitchen design called for extensive electrical work and the construction of a wall. These items were in progress when the [redacted] decided on July 12th that they no longer wanted Premiere Kitchen and Bath, Inc. to Install their kitchen. The owner ([redacted] of AWI &. RKB agreed to their request with the condition that the [redacted] would pay for the electrical and wall construction work as well as a fee for design work. On July 12, 2014 an addendum to the contract for the window portion only was signed.
The [redacted] secured their own financing and made the first payment toward the window portion of the project on July 14,2014. Upon receiving the window deposit, the materials were ordered the same day and install was scheduled for August 8,2014- It is common industry and business practice that expensive materials are ordered only after a deposit is received.
 
On August 1,2014, the [redacted] requested a detailed 'invoice" for their windows, electrical and wall construction. As they requested a detailed "invoice" was emailed to them.
On August 8,2014, our window installer arrived to install the windows. Upon arriving the home owner had other contractors there painting the home. Upon installation, the installer noted that the manufacturer failed to send the door screen, one handle and balance covers. This was communicated to the customer and the needed parts were ordered from the manufacturer. The next day the customer called and reported that some handles were scratched and a cup of coffee was left on the window that left a stain. Our installer does not take beverages of any kind into customer's home so this was not his doing, in the Revdex.com letter Mrs [redacted] now states that it was a cup of caulking. Our installers do use caulking, the caulking Ts dispensed in a self contained container that requires a special tool caulking gun to extract the caulking. The caulking is never put into another container but is dispensed to the needed area through a tipped end of the caulking tube. The "cup of caulking" was more than likely a cup of paint from the painters. Regardless of if s origin, AW1 agreed to clean the material from the window. AWI ordered replacement handles for the scratched handles. Josh told the customer that they could hold $300.00 from the balance until the service was completed.
A service call was made to the [redacted] in September, where some of the materials were missing to complete the service. The service technician is scheduled have the service issues completed by October 30,2014. Once service is completed the final balance of $300.00 is due to AWI.
Thank you for the opportunity to respond to Mrs. [redacted]' complaint filed with the Revdex.com of Western Pennsylvania. American Window Industries and Premiere Kitchen & Bath Inc. values the service the Revdex.com provides both Pennsylvania consumers and businesses. We continue to welcome consumers who feel it is necessary to address the concerns with the quality of our service through the forum the Revdex.com provides. As always, we are committed to providing consumers with only the highest quality service. Your organization allows us to publicly demonstrate this commitment.
If you have any further questions about this matter, pfease feel free to contact me at the office number listed above.
Regards,
Office Manager

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.
 
Regards,
[redacted]i

November 14, 2017Revdex.com of Western PA Attn: Jennifer [redacted] 400 Holiday Drive Ste 220 Pittsburgh, PA 15220 RE: [redacted]Dear Ms. [redacted],Thank you for your letter of November 9th relative to the above-captioned complaint filed against American Window Industries by Ms. [redacted]. Per your...

request, I am writing to submit our response to this consumer's complaint.It is unfortunate that we as a company have failed to meet our customer’s expectations. However, as soon as the issue was brought to our attention, the correct door was ordered and a re-installation date was set with the customer. Since this complaint was filed with the Revdex.com, the customer decided that she wanted to cancel the contract. A full refund of the customer’s deposit has been returned to Ms. [redacted]. Furthermore, this letter will be distributed to all parties involved as well as being used as a training aid for all staff to learn from.Thank you for the opportunity to respond to Ms. [redacted]’s complaint filed with the Revdex.com. American Window Industries, Inc. values the service the Revdex.com provides both Pennsylvania consumers and businesses. We continue to welcome consumers who feel it is necessary to address concerns with the quality of our service through the forum that you provide. As always, we are committed to providing consumers with only the highest quality service. Your organization allows us to publicly demonstrate this commitment.If you have any further questions about this matter, please feel free to contact me at the office number listed above. Regards,Beverly D[redacted]Office Manager

Review: On May 10th, we were bullied by owner [redacted]. into a contract to have our kitchen, some windows, and a sliding glass door completed for us by Premier Kitchen and Bath / American Window Industries, Inc. We had asked him to come meet us for an estimate and, somehow, he left with a signed contract even though he wouldn't give me the kitchen cabinet color scheme I wanted, never showed us anything in reference to the type/brand windows we were buying, and had only provided us a large total cost - no breakdown whatsoever. Our fault, I understand that. However, Josh definitely knew he was taking advantage of two people who were feeling in over their heads with a renovation turned gut job - and he ran with it. First off, we never heard anything for an entire month or so after signing the contract. We had never been presented with any kitchen designs and not a word was mentioned about the windows. We asked for progress and finally got kitchen designs that were completely off the wall. NOTHING we had asked for. Long story short, Josh believes he spent over 100 man hours looking for the right color cabinets that I had requested (the color that took me 2.2 seconds to find after walking into [redacted]). After months of no progress on our kitchen, we asked to at least get the windows ordered. He broke out another large lump sum and, yet again, we signed the "addendum" to our original contract without knowing what in the world we were even paying for.While waiting for the windows, Josh told my husband and I that we should "try" to find the kitchen we wanted somewhere else because he just could not find what I wanted (after, as he claimed, he spent over 100 hours solely dedicated to looking for the right color/style for us). We walked into [redacted], had our kitchen ordered within days, and installed within weeks. Back to the windows... FINALLY they were getting installed. The installers left their boxes/debris all over the house. They installed a sliding glass door without a screen and with a scratched handle, one of our crank windows did not even have a handle, the other crank window handle was scratched, one window had zero insulation installed (I could see daylight) and was not framed in fully or symmetrically. Not to mention, the same brand new unframed window had a caulking stain inside the window sill from where the installer apparently had placed his cup full of caulking and dripped it all over the interior of the window. We immediately notified Josh of all of these items and he said he would take care of it - even personally come out and clean the caulking stain from the window sill. He then proceeded to charge our credit card for the remaining balance of the window addendum WITHOUT AUTHORIZATION from my husband or myself! Needless to say, we were furious and he was well aware of our unhappiness. However, here we sit, SEVEN weeks after notification that things were not installed properly and someone FINALLY came out this past weekend - with two items on their to-do list: install the screen on the door and replace the door handle. The person had not been notified of ANY of the other items.Desired Settlement: I want the outstanding issues with my window installation to finally be fixed:- Finish the window frame including insulation where daylight shows through- Replace the damaged window crank- Provide the window crank that was never installed- Clean the caulking stain on the interior of the window

Business

Response:

Thank you for your letter of September 30,2014 relative to the above captioned complaint filed against American window Industries, Inc. (AWI) & Premiere Kitchen & Bath, lrtc.(PK&B] by [redacted].

A contract was signed May 10,2014 for kitchen remodel and 7 replacement windows. The project was contingent on the [redacted] securing financing.

The [redacted] were contacted within a week of signing the contract to schedule final measures. The final measure appointment for the windows was May 23,2014 and kitchen measurements were taken in May with the first of three layouts presented to the [redacted] on June 3,2014. The kitchen design called for extensive electrical work and the construction of a wall. These items were in progress when the [redacted] decided on July 12th that they no longer wanted Premiere Kitchen and Bath, Inc. to Install their kitchen. The owner ([redacted] of AWI &. RKB agreed to their request with the condition that the [redacted] would pay for the electrical and wall construction work as well as a fee for design work. On July 12, 2014 an addendum to the contract for the window portion only was signed.

The [redacted] secured their own financing and made the first payment toward the window portion of the project on July 14,2014. Upon receiving the window deposit, the materials were ordered the same day and install was scheduled for August 8,2014- It is common industry and business practice that expensive materials are ordered only after a deposit is received.

I was contacted by American Window Industries after purchasing a home from [redacted]. Ron D[redacted] was my Salesman and the person we purchased our windows from. The windows were installed August 3rd. We started experiencing howling when it was windy. The first call was the first week in September to get the windows serviced. Three weeks later without hearing back from anyone, I called again. Beverly tried to give me the number of their serviceman, I told her that I did not want it, that is why I called American Window to resolve the issue. I received a call for the service man stating that he would be by "when he had a chance". Another 3 weeks went by and still no repairs to my windows. The third call I was very upset. By this time, my young children were afraid to be in their own home, which is unexcuseable! Beverly tried to hang up on me and I also spoke with Ron regarding my continued effort to get my windows serviced. He claimed he was surprised but Joe, the serviceman, was very busy, which was also stated by Beverly. If he was too busy to correct the issue with my windows than someone should have made an effort to contact serviceman to repair them. After almost 2 months, Joe arrived, put 2 screws in every window and the howling seems to have subsided.

The customer service and overall service is the worst I have ever experienced. Also, I did not get a follow up call from Ron D[redacted] as I requested he do to ensure that I was satisfied with the serivce.

I did not ask American Window Industries to contact me regarding my windows. But I bought into their sales pitch and purchased the windows. That was the worst mistake! I stress that other potential buyers beware! I will also pass my negative experience onto [redacted] so they will not refer any further clients to American Window Industries!