Associated Heating & Air Conditioning Company

Initial Business Response / [redacted] (1000, 5, 2015/08/25) */ Contact Name and Title: Advanced Window Corp Contact Phone: [redacted] Contact Email: [redacted] @advancedwindow.com To respond to Shelby's complaint, there are a couple of things that have to be brought up first Shelby called a total of four times, each time not giving us the serial number from the window, hence why we couldn't move forward with helping herWithout this serial number, we don't have a way to prove that this is our window, and we are unable to pull up information on the glass size or window sizeWe only go out to service our product, and when it's an issue outside of what the warranty covers, there is always a minimal charge of $for the service, plus the cost of the parts or glass that need to be repairedThis is a protocolWhen Shelby called, she never gave us any measurement of the window, which is why an estimated cost for the glass was about 50-dollarsWe were unable to give her an exact price for the glass, because we didn't have the exact size of the glass or window, because she never provided the serial numbers Shelby was very rude on the phone from the moment anyone picked up the phoneShe was yelling and swearing at everyone, simply because she wanted a free service We will not provide a free service, one because the window is still not known to be ours, and two, because even if it was our window, glass cracks are not covered under warrantyThe only time we provide a free service, is if the window is ours, and if it is covered under a warranty We gave Shelby the option to bring the sash in so that there wouldn't have to be a $service charge to go out there to replace the glass, and there would only be a charge for the glass Since she rudely declined the option to bring the sash in with the broken glass and still insisted on a free service to change out her glass for $50.00, we told her that we will not be able to help her With every employee that she spoke with, she rudely spoke with them and yelled at them, when they were trying to help Not a single employee hung up on herShe hung up on us after screaming and swearing through the phone when we told her that if she would like a service, there is always a service fee, unless it is a service that is covered under the warranty We couldn't be more clear when it came to the policy of getting a window pane repaired When she first called, she simply asked how much the cost would be to repair a glass, without providing the serial numbers, or the glass size for an estimateWe gave her an average price range, for the glassShe never once mentioned that she needed a service until calling for the 3rd timeWhen she did mention the service, we told her that there would be a service fee, which she did not agree upon With many efforts to try to help her, we didn't get anywhere due to her not agreeing to the service and glass charge If Shelby would like the glass replaced in her window, she would have to bring the sash in, we would measure out the glass to get the exact size of the glass to get the exact price of the glass If she would like us to go out to service her window, there will be a service charge regardless, plus the cost of the glassThat is, and always has been our policy If Shelby doesn't like either option, we will not be able to help her, and she will have to find a different company to help her

Initial Business Response /* (1000, 7, 2014/04/23) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@advancedwindow.com
We apologize for the inconvenience and delay this issue has caused our customerIt should be noted that this particular window
was manufactured per specifications in an email that did not include the new construction brick mouldingThe brick moulding trim was then made separately, but the customer's contractor wasn't able to correctly apply it to the window even though in his emails, our customer said that his contractor would be able to apply the brick moulding on the job site as long as we provided itWe then informed our customer that we would be happy to apply the trim to the window if it were brought back to our factoryThis made our customer unhappy, causing him to file a complaint with the Revdex.comSince then, our customer did bring in his window along with the brick moulding trimThe trim was damaged so we replaced it with new brick moulding for no charge, and applied it to the window which was installed at the job site soon afterWe consider this particular issue to be resolved and hope to count our customer as another satisfied patron of our company with whom we can do business again in the future

Initial Business Response /* (1000, 5, 2015/08/25) */
Contact Name and Title: Advanced Window Corp.
Contact Phone: [redacted]
Contact Email: [redacted]@advancedwindow.com
To respond to Shelby's complaint, there are a couple of things that have to be brought up first.
Shelby called a...

total of four times, each time not giving us the serial number from the window, hence why we couldn't move forward with helping her. Without this serial number, we don't have a way to prove that this is our window, and we are unable to pull up information on the glass size or window size. We only go out to service our product, and when it's an issue outside of what the warranty covers, there is always a minimal charge of $90.00 for the service, plus the cost of the parts or glass that need to be repaired. This is a normal protocol. When Shelby called, she never gave us any measurement of the window, which is why an estimated cost for the glass was about 50-60 dollars. We were unable to give her an exact price for the glass, because we didn't have the exact size of the glass or window, because she never provided the serial numbers.
Shelby was very rude on the phone from the moment anyone picked up the phone. She was yelling and swearing at everyone, simply because she wanted a free service.
We will not provide a free service, one because the window is still not known to be ours, and two, because even if it was our window, glass cracks are not covered under warranty. The only time we provide a free service, is if the window is ours, and if it is covered under a warranty.
We gave Shelby the option to bring the sash in so that there wouldn't have to be a $90.00 service charge to go out there to replace the glass, and there would only be a charge for the glass.
Since she rudely declined the option to bring the sash in with the broken glass and still insisted on a free service to change out her glass for $50.00, we told her that we will not be able to help her.
With every employee that she spoke with, she rudely spoke with them and yelled at them, when they were trying to help.
Not a single employee hung up on her. She hung up on us after screaming and swearing through the phone when we told her that if she would like a service, there is always a service fee, unless it is a service that is covered under the warranty.
We couldn't be more clear when it came to the policy of getting a window pane repaired.
When she first called, she simply asked how much the cost would be to repair a glass, without providing the serial numbers, or the glass size for an estimate. We gave her an average price range, for the glass. She never once mentioned that she needed a service until calling for the 3rd time. When she did mention the service, we told her that there would be a service fee, which she did not agree upon.
With many efforts to try to help her, we didn't get anywhere due to her not agreeing to the service and glass charge.
If Shelby would like the glass replaced in her window, she would have to bring the sash in, we would measure out the glass to get the exact size of the glass to get the exact price of the glass.
If she would like us to go out to service her window, there will be a service charge regardless, plus the cost of the glass. That is, and always has been our policy.
If Shelby doesn't like either option, we will not be able to help her, and she will have to find a different company to help her.

We had Advanced Windows installed in 2002. One set of sliders was installed correctly, the other was put in crooked. Water pools, mold. Unless, they have hired new installers, we would not recommend them. We did try reaching out to them, and still we live with crooked windows. We honestly thought..we could live the poor installation, but we can not.