Amsco Windows

Complaint: [redacted] I am rejecting this response because:1) While much of the vendor response is technically true, we have been repeatedly promised support and then there has been no follow up.2) Yes, the window was improperly installed -- but our warrant coverage does not state that Amsco will not stand behind the window if is installed -- what good would that warranty be?3) We did not install this window -- it was done by the agent that Amsco sold the window toWe did not own the house until after this modification was made.4) The Amsco response has rewritten history a bit The first representative did indeed provide a quote for window replacement, but his reasoning was that we had somehow damaged the window -- he never bothered to investigate why the window has failed.5) On at least two occasions, an Amsco representative visited the house and promised to fix the window then never returned.Are they seriously telling us that once a window is installed it is no longer covered by warranty? It is my understanding that the original builder is no longer in business, leaving us no recourse for an issue that has been badly handled from our first contact.Amsco has "in good faith" promised to provide parts for us (as the homeowner) to repair this window Since the only thing that is still functioning on this window is the glass itself, I am not sure that this resolution will be very helpful Sincerely, Marian R [redacted]

We are in receipt of the complaint and have reviewed our files regarding the claims made by MrsR*** There are several issues in the claim that do not match our records regarding this particular issue.The first statement that must be made is that we have sent out representatives and
contracted service technicians multiple times Upon inspection each time the issue has been explained to the homeowners that the window in question has been modified to be used as a drywall pass through window This modification is what has caused the failure of the productAs such there is no warranty coverage on the window We have never stated that the product is warrant-able All offers to help have been above and beyond any kind of liability All attempts at solving the problem thus far have been rejected by the homeowner It is our position that we have gone above and beyond the necessary response to solve a problem that is not our issue.Our internal documents indicate that the last communication in this instance was from our representatives to the homeowner which went without response As such we assumed the matter had been resolved due to non-communication.Our representative that visited the home did so out of good will to try and resolve the problem as quickly and painlessly as possible Due to the damage done to the window his plan was unsuccessful A new plan was presented wherein AMSCO Windows, as a good will gesture and not out of any warranty obligation, agreed to supply parts necessary to facilitate a best possible fix without removal of the window This fix included a new meeting rail and some fabricated brackets to keep the rail in place The homeowner would be responsible for the cost of labor to do the repair This offer was rejected or ignored At this point it is our belief that the problem has become worse over time due to inaction It is now our understanding that the glass in the window is broken as a result This offer is still on the table and we are willing to execute it upon request We will even supply replacement glass at no cost.We have also sent out a technician who provided the homeowner with a quote to do a complete window replacement This quote was provided upon first inspection as the best solution to the problem as it was a non-warranty issue.We have stood behind our product throughout this process and continue to do so We will reach out to MrsR*** again to offer our help however this claim has no merit and does not match the facts as we have them.Sincerely,Andy S*Service Director

In response to the rejection of response from MrsR***:
We are a little surprised at the response of rejection as
our communication away from the Revdex.com has indicated that our help was being
accepted
With that said we understand that there is confusion as to
the coverage of the window in question.
The issue of installation is being brought up repeatedly. While installation of a product is not
covered under any circumstance this does not mean that an installed product is
not covered. However, the product in
question is not covered not because of installation but because the product was
modified or altered to be used in a way for which it was not designed. Parts of the window were cut and removed to
allow for sheet rock to be passed through the window. This window was not designed to have any
parts removed in this fashion. All
authorized AMSCO representatives understand that this cannot be done. There are many trades that participate in the
building of a home. The majority of
which are not AMSCO Windows affiliated in anyway. We do not know who modified the window but we
are certain that it was not us as we have no manufacturer representation at a
job site. The following excerpt explaining the reason for warranty denial is from
our warranty document, which has also been attached for review:
“This warranty does not cover the following: …..altered
or reinstalled Products;…damage due to abuse……incorrect use or application;”
With all of this being said, we maintain that we have no
responsibility for the damage to the product.
It has been determined by our field representation that the product in
question is not covered under warranty.
At this point we have offered help that is above and beyond what is
reasonable. We understand that there are
differences of opinion regarding the communication breakdown that has occurred. We are sorry that this has happened and
assure the homeowner that it was not intentional as we thought we had communicated
effectively throughout the process. It is
not our desire to argue over details that we cannot verify or dispute
At this time parts for a repair that have been assessed as
effective by our representatives and a contracted service technician have been
authorized for fabrication. Upon the
completion of these parts they will be shipped to the service technician. The service technician can perform the
repairs to the window at a very reasonable cost. The parts are being furnished as a goodwill gesture
at no cost. The labor is the only
remaining cost to the homeowner. This
offer is essentially the same as it would be if the window was covered under
the warranty. We will be in contact with
MrsR*** once these items are delivered to set up a time for execution of
the repair
The offers in this response are the full extent of our
willingness to help. If these offers are
rejected that is at the option of the homeowner. However, we will consider the matter resolved
as we have determined that we have no responsibility regarding the product in
question

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me IF AMSCO FOLLOWS UP AS THEY HAVE PROMISEDWe have no history of this, as documented in my original complaint.Please note that I rejected the initial response from Amsco Windows because their account of the transactions was incorrect Specifically, the last communication I had with an Amsco representative in they indicated they would get back to me with the parts necessary to make the repairs Their account indicates they were waiting for a response from me -- when I was waiting for a response from them That has been the history with Amsco -- we contact them, they promise a response and never follow up Then we initiate again, and wait for the promised response That was the reason we escalated our concerns. One other incorrect statement was that the initial inspection determined the reason for the failure of the window In fact this was not discovered until the last visit to our home in fall f During the initial visit where the Amsco rep claimed that the window was out of warranty, he gave no valid reason for his assumption and accused the homeowner of tampering with the window.I find it appalling that Amsco will not stand behind their warrantyYes, the window was misused by the home builder -- but we had no knowledge of that and it was done before we closed on the house Our home inspector did not see this as it did not become apparent until the window failed
Sincerely,
Marian R***

We are in receipt of the complaint filed by [redacted].
 The history described in the complaint is a good summary of
the events that have transpired albeit the reasons and expectations for the
lack of success are not entirely accurate. 
The issue that has not been able to be...

resolved is one of
expectation.  The expectation that float
glass produced for windows should be flawless is something that is unattainable
due to the nature of the manufacturing process for the glass.  It was our intention to help the homeowner
gain an understanding of the processes and standards that govern the suppliers
of glass in the window industry.  We use
the same suppliers as the majority of window manufacturers in the United
States.  Our glass is primarily supplied
by Cardinal Glass Industries.  They
supply other well-known manufacturers such as Anderson Windows, Jeld Wen
Windows and Doors as well as many others. 
The industry standard specification that was disregarded by the
homeowner was ASTM C1036-11.  This
standard was not produced by us but by ASTM, the globally recognized third
party authority for all manufacturers in all industries.  The standard is used by glass float plants
across the country to determine what is and is not acceptable.  Under the standard there are very specific
criteria under which the inspections are to be performed.  The criteria are the standards that are used
by the float plants at the point of manufacture to determine whether or not the
glass produced meets the strict quality standards set forth by their industry.  Deviating from the inspection standard is not
a reasonable or accurate method for inspection. 
This information was not received by the homeowner.  It should also be noted that during one
inspection at the property it was brought to our attention that a swing door
manufactured by another manufacturer had glass exhibiting the same visual anomalies
as the glass in our windows.  This
demonstrates the consistency within the industry of holding to reasonable
standards as outlined in industry standard documents.
 We purchase our glass from a very reputable supplier that
produces glass according to industry standards. 
The homeowner has an expectation that cannot be met when industry
standard inspection methods and quality standards are employed.  All of the effort put forth by AMSCO Windows was
above and beyond the typical service extended in a situation such as this.  It was expressed that due to the expectation
of the homeowner, it would not be prudent to continue to produce glass units as
they would likely not be acceptable.
 There is a claim with respect that the builder has abandoned
the homeowner.  We have been copied on
the correspondence from the builder to the homeowner and it reiterates the
facts that have been explained herein.
 Several of the claims made regarding smudges and hand prints
in the glass units are new and were not brought to our attention during the
first attempts to help.  These units are
covered under our warranty and we would gladly replace them if that is what is
desired.
 It is unfortunate that the homeowners are unhappy with the
situation at hand.  We maintain that our
products are produced in strict adherence to industry standards.  We stand behind our products and welcome any
reasonable dialog to achieve a reasonable solution.

Complaint: [redacted]
I am rejecting this response because:1) While much of the vendor response is technically  true, we have been repeatedly promised support and then there has been no follow up.2) Yes, the window was improperly installed -- but our warrant coverage does not state that Amsco will not stand behind the window if is installed -- what good would that warranty be?3) We did not install this window -- it was done by the agent that Amsco sold the window to. We did not own the house until after this modification was made.4) The Amsco response has rewritten history a bit.  The first representative did indeed provide a quote for window replacement, but his reasoning was that we had somehow damaged the window -- he never bothered to investigate why the window has failed.5) On at least two occasions, an Amsco representative visited the house and promised to fix the window then never returned.Are they seriously telling us that once a window is installed it is no longer covered by warranty?  It is my understanding that the original builder is no longer in business, leaving us no recourse for an issue that has been badly handled from our first contact.Amsco has "in good faith" promised to provide parts for us (as the homeowner) to repair this window.  Since the only thing that is still functioning on this window is the glass itself, I am not sure that this resolution will be very helpful.
Sincerely,
Marian R[redacted]

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.
Sincerely,
[redacted]