America's Window, LLC

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.  For your reference, details of the offer I reviewed appear below.
I will not accept nor ever agree with Americas Window. Americas Window contractors took down our gutters and replaced them while doing the soffit job. [redacted] was not there nor was any-one from Americas Window to verify that their contractors didnt take down the gutters. I will search for the pictures of the gutters being down while the soffit was being replaced. Our gutters were replaced prior to my husband and I moving in. We have never had gutter work done, so the reason the caulking is there is because the contractors from Americas Window put it there. My husband and I have never had a reason to inspect the soffit, gutters or soffit wrapping until March of 20**, we are not experts, but experts have shown and described the horrible workmanship of Americas Window contractors. The soffit wrapping was done very poorly, and was/is short from overlapping when installed which resulted in water getting on, and behind our gutter board, resulting in rot. Americas Window is responsible, but refuse to accect their part in the rotting of the roof plywood and gutter board. I will continue to let every-one know what terrible customer service Americas Window offers, and will never recommend them. I hope this complaint as well as the many others will be visable to the general public to view before ever allowing Americas Window to perform any work on, or in their home. Americas Window does not honor their Lifetime Warranty it's a hoax, they have costed my husband and I a lot of money to fix the damage their contractors caused due to poor material and workmanship. The materials used for my soffit work were poorly made and not measured right to wrap and attach as they were suppose to. The pictures [redacted] took were not accurate pictures of my soffit, or the soffit work. The pictures [redacted] took were only focused on my gutters and gutter board, not of the poor wrapping of the soffit material nor did he take pictures of the sagging soffit where the soffit is not flush. The soffit is not 100% vented as stated by [redacted] himself to my insurance agent. [redacted] lied to his employer Americas Window about meeting with our insurance agent or my husband and I: [redacted] never set up a time or date to meet with my husband and I, as requested by me. [redacted] never showed up to meet with myself and my insurance agent as he was sceduled to do. My husband and I now have to pay double what we paid Americas Window for their contractors negligence. This whole situation could have been resolved months ago if some-one other than [redacted] would have spoke with my insurance agent and 2 other experts that tried to reach out and explain the damage Americas Window caused. It's just a sad example of a company taking advantage of people that trusted them with something we work very hard for. Very poor customer service, workmanship, warranty which covers nothing. Americas Window and some of their employees doged our calls and gave us the run around for far to long. I thought a lifetime warranty meant a lifetime. Why is nothing being done to resolve or fix the problem their contractors caused?
Regards,
[redacted]

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.  For your reference, details of the offer I reviewed appear below.
Americas Window is not telling the truth when they say they did not remove the gutters, because yes they did remove the gutters, and when they replaced them the job was done very sloppy and cocking was used to fill in gaps. The wrapping job of the soffit was not done correctly, and did no overlay the gutter board as it should have. [redacted] is lying when he says I did not return his calls or respond. I have text messages to prove he didnt respond accordinaly to my messages. I asked [redacted] to send me pictures of the soffit he said he took and he never respoded to my request: for all I know it may not be my home. I have  pictures of the poor job Americas Window contractors conducted. In the pictures you can clearly see where the soffit work did not overlap correctly exposing wood, its called the wrapping. In the pictures you can see where cocking was used to fill in gaps. Over all the wrapping job is done very poorly, and to top it off my soffit is not a 100% vented in which air flow is not adequate causing the roting of the wood under my shingles, gutter board. I've had 3 people in the remodeling, contracting business tell me, and show me the damage Americas Window caused. It is Americas Window fault I'm having roofing, gutter, and gutter board damage. It's a shame that they will not own up and just refund my money. What happen to the 100% lifetime guarantee. I have used Americas Windows twice before and had no complaints about the work. I have no reason to just make up things about this job. [redacted] never met with my husband or I. I asked that he meet us so we could show him what our insurance adjuster and 2 other experts were talking about and [redacted] never met us, nor did he show up on a Wednesday in June to meet with me and my insurance adjuster. I will never use Americas Window again and I will be sure no-one I know uses them. I am planning to report this issue to the Attorney Generals office and if needed get a lawyer to sue for my 3,260 plus punitive damages. I cannot believe that Americas Window is so unprofessional and would be willing to not only lose 1 customer but many more by word of mouth. This whole situation should have never taken so long, and should have been resolved months ago. This is a true example of a company taking advantage of hard working people by ignoring their customers and not stepping up and doing whats right. Americas Window kept putting me off, they lied to me, they do not honor their Lifetime Warranty.  
Regards,
[redacted]

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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
This is only acceptable if the continue to honor all terms of the warranty issued to me when I purchased their products. I do not want to have to argue and make reports in the future as has been my experience on the two times I requested repairs.

America’s Window prides itself on great customer service, and we are therefore very disappointed to hear that Mrs. [redacted]’s experience with us has not been 100% satisfactory.  We do offer a lifetime warranty on the windows that were purchased by the [redacted]’s in...

2009.  The warranty (which is on the back of their contract) states the following word for word:       America’s Window LLC warrants to the original purchaser that there will be NO CHARGE for any necessary PART, REPAIRS, LABOR OR MATERIAL due to any manufacturing or installation defects.  This includes BROKEN GLASS, GLASS SEAL FAILURE and SCREEN REPAIR.  There is a nominal trip charge after 2 years on all service calls effective July 01, 2006. This warranty does not apply to ordinary maintenance of the products including but not limited to cleaning or normal weathering.  Nor does it apply to acts of God, fire, hail or any other act beyond our control.  
Regrettably seal failure is a common problem that occurs in windows. This is not due to faulty or defective products.   
It’s unfortunate that Mrs. [redacted] sees this as predatory and an unethical business practice.  She made this very clear on her check memo which she stated as “bullsh** charge”.   
America’s Window would love to continue to have a very professional relationship with Mrs. [redacted].

Here at America’s Window we truly pride ourselves on customer service.  Knowing that a customer was not 100% satisfied with their experience with our company is very disappointing.  It’s very unfortunate that Mrs. [redacted]-[redacted] is having issues with her gutters and gutter...

boards, but this is not due to the workmanship of America’s Window.  When the soffit was installed on this home, the gutters were not removed.  The back screws were removed and the soffit was slid behind the existing gutters.  When the gutter was pulled away in the winter, the fascia board was still attached.  Our installation manager has pictures that show the problem is not due to what we installed. We have tried to explain this to Mrs. [redacted]-[redacted] on numerous occasions. 
On August 11th, after a phone call from Mrs. [redacted]-[redacted] wanting to speak with a member of management, our installation manager called and left a voicemail asking her to please return his call.  Mr. [redacted] was the one to return the call and spoke with Mr. [redacted] (our installation manager). Mr. [redacted] was very irate the entire duration of the phone conversation.  He was continuously cursing and yelling.  Mr. [redacted] tried to resolve the issue by stating that he himself would come take a look at the job during the week of 8/18-8/22 and bring along Mr. [redacted]-(the member of our Americas Window installation department whom [redacted]-[redacted] stated was not returning phone calls), but Mr. [redacted]’s husband) would not calm down long enough to listen to what Mr. [redacted] was trying to say.  As the cursing and screaming continued, Mr. [redacted] asked Mr. [redacted] to please calm down or he was going to hang up from the phone conversation.  Mr. [redacted] did not calm down and the phone conversation was ended.
It’s very unfortunate to lose a customer under these circumstances, but America’s Window is not at fault for the current issues being experienced.