America's Choice Windows

The customer had a warranty request with the window manufacturer not America's Choice Windows. If the customer had an installation problem that would be the responsibility of America's Choice Window's. We did help the homeowner and turn in the problem with his manufacturer. We thought that the...

manufacturer had taken care of it but clearly they have not.If the homeowner spoke to someone that told him that the window had come in and needed installed, it would have been with a third party hired by the manufacturer.
We will reach back out to the manufacturer and request that they contact the customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.   I don't understand why they aren't responsible if I have an invoice from America's Choice and 2 canceled checks and a voice mail from Susan in May 2015.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Sent: Thursday, November 17, 2016 9:38 AMSubject: Complaint #[redacted]
"Your warranty was provided through the manufacturer, therefore, for any inquiries/concerns with your windows, please contact the manufacturer directly."
This is not a true statement. I have attached a copy of the warranty I received at time of installation. I have highlighted the items that I think pertain to my situation. There is no mention of the manufacturer, nor did I even become aware to whom the manufacturer was until around June.
The warranty states:
"America's Choice Window ("Company") warrants to the original purchaser that any window installed by the company is free from defects in material..."
"Any product parts will be replaced and installed by the company..."
"If the glass unit fails, the company will provide the owner with replacement insulated glass unit."
Please review further. I am dealing with this manufacturer that really has no obligation towards me (and acts so), it is America's Choice Windows' promise to me as the consumer.
Thanks,
[redacted]

At the end of installation in July 2013 Ms [redacted] received a demonstration and instructions on how to use her windows prior to the installation crew leaving her property.  At that time she signed a completion certificate stating that she did in fact receive the demonstration/instructions....

 After installation she received a call from our office addressing the concerns she had and confirmed with her that her warranty was in fact in effect  We explained that what Walter had mentioned to her about not putting any screws into the window was after the required screws placed by our qualified/experienced window installers (such as but not limited to screws added by the homeowner or any other individual other than America's Choice Windows for any reason including to hang window treatments, install alarm wires, install solar screens ect.  As Ms [redacted] mentions in her submission to the Revdex.com we did not receive her letter or any other correspondence so how could we possibly know she was experiencing any concerns.  Our current address is listed on her contract she signed (copy attached), our website, (and the Revdex.com's website for that matter), as well as multiple forms of contact methods including phone, email, or fax.
On Jan 2 after receiving a complaint submit to the Revdex.com on New Years Eve Holiday a representative from the manufacturer went to Ms [redacted]'s property.  At that time the only issues that he noted were that the homeowners had been doing some construction projects on their home and when they were cutting their drywall they had accumulated drywall dust and debris in the track of their window which caused it to be more difficult to operate.  As one had continued to force it through the debris it made the pivot bar to be crooked.  Paul cleaned the track system in them as well as replaced the pivot bar in one window even though it was operator error that caused the issue.  He provided her with a window brochure and care and warranty brochure.  As he was about to leave her property she stated.  It took me over a year to complain about it but you came out so quickly I'll contact the Revdex.com and have them take it off just as quickly.  Paul said she continued and mentioned that she was wrong that she had submit the complaint at all.
We appreciate her business and if she will contact us directly we will be happy to address any future concerns she may have.
Attached please find the receipt for cc payment :  Perhaps there was a junk mail/spam filter that blocked our email.  As you will see it is listed on the billing information and was sent on July 20, 2013. When an email is provided in our system when processing a cc payment our system automatically generates the receipt to be emailed to the email address provided.

In response to Ms [redacted] concern about the call being
disconnected.  [redacted]’s cell phone battery
went dead.  He did not intentionally hang
up on her and it was after business hours.  A short while after getting
to a charger Mr [redacted] was able to listen the the voicemail which is exactly [redacted]nscribed
below which Ms [redacted] stated that she was in between clients and that she would
only have her phone intermittently and that she would talk to him tomorrow
(which is today 4/8/14) 
Voice mail to the cell phone of
[redacted] April 7 @6:18 pm Uh yes this is [redacted], I’m calling I guess
in regards to the windows and door. Um I will be it’s 6:17 now and I’m in
between clients and I will probably have my phone with me intermittently so I’ll
try to give you a call tomorrow.  Um I’ve
got a pretty full schedule tomorrow so I’m not sure if I will be able to take a
call at any time maybe before um 9:00 I should be able to take a call and then
after that um it will be a pretty full schedule until after work. I should be
off tomorrow work wise not home but should be off work probably by 4 o clock so
any rate I hope to talk to you tomorrow.
On April  8 @ 10:28am Ms [redacted] called the office line to
speak with [redacted] - I asked if she wanted to leave a message because he was
in a meeting.  She said, he called
yesterday and left a message but she didn’t know who he was – I said I see that
your door came in so he was probably calling to schedule installation.  She then asked who is [redacted], I informed that he
is our general manager.  Ms [redacted] advised
that she will not be available this week or next week for install, but that [redacted]
had mentioned that there was a Saturday install available for the 19th.  She said that she was a speech
therapist and that she will be with clients until after 4 today.  I then advised I would get with [redacted] and let
him know that she will be available on April 26 for install and let him know to
give her a call back after 4 today. 
Upon receipt of the message from the Revdex.com [redacted] called
at 11:53 am and Ms [redacted] did not answer. 
A message was left to please return the call.
[redacted] was the sales
representative that Ms [redacted] ordered from and personally met with at the time
of her purchase.  At that time she was
advised that when the items were received we would give her a call to schedule
installation.  The windows did in fact
come in prior to the door due to the fact that we ordered her door as a custom
door rather than the standard size door which extends lead times for
production.
In regard to the Revdex.com
accreditation.  At the date that Ms.
[redacted] signed her con[redacted]ct we were a Revdex.com Accredited business.  We have been in direct communication
regarding the renewal of our membership with the Revdex.com with [redacted] and the
Accreditation was current through 2/28/14. 
As of 3/1/14 America’s Choice  Windows has not used the Revdex.com accreditation
logo in any form.
We spoke to Ms [redacted] this evening 4/8/14 and are scheduled to
install on 4/26

[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 would be satisfactory to me.  
 
Sent: Tuesday, January 13, 2015 1:06 PMTo: drteamSubject: RE: Your complaint has been received
 
Dear Dispute Resolution Team - Thank you for your prompt response.  Thankfully, the power of the Revdex.com has prompted a quick response from America's Choice Windows.  
Once the manufacturer of the windows, Vista Windows Company, received notice from America's Choice Windows concerning my complaint, they quickly responded.  I was impressed with the quick action on the part of the window manufacturer.  On January 2, Mr. Paul J[redacted], Area Sales Manager for Vista Windows Company, contacted me, making a trip to my home that day to address the issues in my complaint.  I would like to update my complaint (see my highlighted updates below):
"I was not left with operating instructions or complete warranty information on my windows": Mr. J[redacted] delivered window manufacturing information on my particular windows and provided the warranty information specific to them.  Gratefully, he also informed me how to register my windows in order to activate my warranty. 
After installation, Walter, the installer,  stated “don’t put any screws in the windows or it will void the warranty… The installation crew did install two ... with additional screws through the frame ...  I have no problem with this, per se, UNLESS their actions during the installation of the windows have in some way affected my warranty. It also leaves me wondering about the impact on the warranty of their “shaving” the courtyard windows. Please provide me with the assurance that the changes the installation crew made to the factory windows in order to install them has NOT in any way voided my warranty":  I discussed this concern with Mr. J[redacted].  He explained to me that the manner in which Vista windows are manufactured provides an allowance around the windows (due to they way they are screwed into the house).  He had no concern about the actions taken by Walter, who is their best installer, and stated that if Walter drilled additional holes or shaved the windows then it was required.  My warranty will not be impacted by the way the windows were installed.
"I was not left with any instructions on the use of my new windows... for easy cleaning:"  Mr. J[redacted] demonstrated how to properly open and pivot my windows.  
"At the time of installation, I paid for a change order with the use of my credit card. I was told that I would be sent a receipt for this payment. I have not yet received my receipt. Please provide me a receipt for the change order payment in the amount of $1,063. Thank you."  I forgot to ask for a copy of this receipt, however, I assume that my credit card statement will provide proof of the change order.  Mr. J[redacted] did inform me that ALL eleven windows appear on the same work order, therefore, I have continuity (America's Choice Windows placed ONE order with the manufacturer, the initial 8 windows plus the additional 3 that required an America's Choice change order).
In December, "I realized that the window mechanism [for the Master bathroom window] is broken. Please advise ASAP how to make a warranty claim for this broken window": Mr. J[redacted] repaired the Master bath single hung window that day.
While this is the first time I have encountered my window manufacturer, Vista Windows, they were extremely responsive to my concerns and addressed my issues immediately.  I was impressed with Mr. Paul J[redacted] and his level of customer service.
I am always impressed with the power of the Revdex.com.  Thank you for your assistance with this matter. If you need any additional information, please feel free to contact me.
Sincerely, George-Anne [redacted]

I would NOT recommend Americas Choice Windows to anyone. I was told 8 weeks for my windows, on the 8th week I called ACW and Darren [redacted] to check the status of my windows.... No one could tell me anything... In fact I did not find out a anything till after I filled with my credit card company and the TX [redacted] that my windows would be in sometime between weeks 14 and 15... Week 16 the crew showed up to install the windows and was a hour late from when I was told they would be here.... No call or anything I had to call and find out... In-fact one of the installers told me this was a common problem he had been hearing with ACW that people could not get return phone calls and that you had to wait forever on windows. During the install a city code enforcement person came up wanting a permit that ACW had not even applied for... The only professional thing about this company is the install crew that came to my house... I can not express enough how displeased I am from dealing with these people including Tyler in the League City office who is VERY rude.....Stay away from ACW there is several other companies doing this with the same windows to choose these clowns....

Sent: Friday, October 14, 2016 10:39 AM Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]
This customers complaint against...

America's Choice Windows is invalid.  The window warranty is with the manufacturer of her windows.  As listed in her complaint she has been provided with their contact information and has been in direct contact with them.  We can not be held responsible for the actions of another company. Please see the attached document from the manufacturer representative stating that they are committed to assisting this customer. Please remove complaint from our account. Thanks & have a great day.  America's Choice Windows