ComplaintsforAssociated Materials, LLC

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  September 2023 we filed a warranty claim for multiple windows whose seals had broken. We waited until March 2024 when finally 2 windows out of the 3 windows and sliding glass door we expected, and one window was broken during installation. In July 2024 finally received a replacement for the broken window, still missing kitchen window and sliding glass door as of today 10/17/2024.

  Business response

  11/01/2024

  We have received your correspondence regarding the ****** matter.

  Our files concur with the claimant's timeline.  This has been opened for more than a year, and we have already placed 5 separate orders to try and resolve the issues reported.

  Our windows are made to order, so there is no stock size we can just send out when a claim is filed.  Each unit is produced specifically for the home.  As a result, production can take some time.  Further, unfortunately, as homes settle, etc. - being off by 1/16" or 1/8" could cause the produced unit to not work.  While we take care to protect our units in shipping, glass is always subject to breakage.  Finally, we use outside contractors to provide the labor portion of the warranty coverage and are often subject to their schedules.

  All of that to say sometimes repairs take some time to complete properly.  We know it can be frustrating for our homeowners.  We do not want these claims to drag out - and every time we produce a unit or dispatch a crew, we pay for it.  It is in our best interests, as well as the claimant's, that we get this right the first time, and we make every effort to do so.  

  To that end, our current order is expected to ship shortly and the local contractor will schedule the service upon notification of delivery.

  If we can be of further assistance, please let us know.

   

   

  Customer response

  11/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. As long as this gets completed without requiring more and more effort from me to chase it down. ****** *** **** ** ******

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Associated Materials is (apparently) the warranty arm of Alside windows, which we had installed in our home several years ago with the assurance that they carried a lifetime warranty against defects such as broken glass, broken seals, etc. Three of the windows in my home have failed and fill with water during rain storms or when sprinklers hit the side of the house. I filed a warranty claim on August 27 which was quickly put into "Analysis Required" status on the Associated Materials website. I made a follow-up call on September 19 and was told that an on-site inspection would be required and I would need to wait another two weeks, and within that time someone local (I am in **** and Associated Materials is apparently in ****) would contact me to make the inspection. I have heard nothing, so I called again today (October 3) and was told that "the engineer" was still reviewing my claim and that "maybe" an onsite inspection would be required. The person answering the phone does not provide any specific answers and will not transfer me to someone else who can give me a better update on the status of my claim. The person answering the phone is rude and has no answers, nor can she transfer me to someone who might be more helpful. It seems clear at this point that this claim is not being handled as promised per the terms of my purchase contract.

  Business response

  10/08/2024

  We have received your correspondence regarding the Tolen window matter,

  Our files show that the claim evaluation was completed, and the claimant was notified of the results on 10/4.

  There were no manufacturing issues found with the unit (from the pictures submitted).  Windows are designed with a weep system to manage small amounts of water by channeling the water through drainage systems and back outside.

  As the manufacturer of the units, Associated Materials provides a warranty which covers manufacturing issues.  Given that no such issues were located, the claim was accordingly denied.

  If the claimant believes a manufacturing issue exists, they are welcome to submit evidence of it for further evaluation.  In some cases, a local contractor/inspector or the original installer might be able to provide assistance in gathering relevant information for submittal.

  We would review anything received, but at present, with all submitted information, it has been determined that no manufacturing issues are present.

  If we can be of further assistance, please let us know.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a slider installed by Universal Windows Direct. Less than two years later, the door is deteriorating. I filed a warranty claim, which was a long and very inefficient process with AMI. They did not send anyone out to look at it and or provide an explanation on why the door is in the shape it is in after only 2 years of install. They denied my warranty claim of course. It will cost me another $2500 to replace the door. They sell faulty products and do not honor their warranty. I will not be buying any products from this company again.

  Business response

  09/26/2024

  We have received your correspondence regarding the ******** door/window matter.

  Our offices evaluated the matter (which was a yellowing of the white door).  It was determined that there was no warrantable manufacturing concern impacting the unit in question.  As such, the claim was denied.

  If we can be of further assistance, please let us know.

  .

  Customer response

  09/30/2024

  My door is not just discolored, the material seems to be melting. The discoloration does not come off. I have vinyl windows on my house over 20 years old that are not like this.

  Business response

  10/09/2024

  We have received your newest correspondence regarding the ******** window/door matter.

  Our files had no record of an issue other than the yellowing concern, so only the yellowing concern was evaluated.  If another problem exists that could be related to a warrantable manufacturing concern, we would like to evaluate that matter as well.

  Our offices reached out to the claimant a few times on 10/8 (email and phone) - but no reply as of yet.

  It is worth stating that it would be unlikely for a manufacturing concern to cause a 'melting' effect - but there is enough uncertainty in that complaint description, that we would like to look at it.  Hopefully we will be able to receive some pictures and evaluate further.

  If we can be of further assistance, please let us know.

  Customer response

  10/09/2024

  I have sent multiple pictures via email and I do not receive a response. My slider frame is turning brown to black. 

  Business response

  10/16/2024

  We have received your newest correspondence regarding the ******** matter.

  His newest information was received and our offices spoke with him to discuss the matter.  We asked for him to provide some additional information and created a new claim for his current concern.

  We will evaluate the matter and determine if any assistance will be available under his warranty terms.

  If we can be of further assistance, please let us know.

  
  

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/31/24 I ordered some warranty replacement windows from Alside Windows. (The windows were about 12 years old and had lost their seals). On warranty replacements, over a year old Alside provides new windows but the buyer contracts with a third party to install. 3 of 4 windows appeared fine, but 4th was scratched. Installer notified Alside for replacement. Came in 3 wks later and was installed. Noticed discoloration on "new" windows, problem with laminate. Had to file a 2nd claim with Alside to replace again. I raised the issue with Alside that we needed relief from cost of installation since replacement windows were within first year and should have been defect free the 1st time. On 3 occasions Alside rep. said couldn't do that. On 9/10/24 wrote to ***** *********, the CEO of Associated Material. Have yet to hear back. Have reached out through claim process several times. No response. All we are asking is Alside stands behind their warranty for "new" windows and covers the installation to remedy defects within the first year

  Business response

  09/20/2024

  We have received your correspondence regarding the Long window matter in Tennessee.

  Our records show that there was an email exchange with the claimant earlier today in which our offices agreed to cover the installation of the newest units.

  If we can be of further assistance, please let us know.

  Customer response

  09/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty claim appears to have stalled, I hope BBB involvement can get it moving forward again. I purchased several windows from Alside, which is a division of Associated Materials. I contacted ****************************************, and was assigned the warranty claim number ********. There have been several email exchanges starting in mid-July 2024, where they would ask for information or pictures, all of which has been sent. August 2nd was the last time I received an email from AM. I followed up with emails on August 19, August 26th, and September 9th. None of those have been responded to (I did check my spam folder). I called around September 2nd and did speak to someone, but they just put a note in the file that I called. So it's been two months since the claim was started, and about one month since I last heard from them. There has not been any info provided regarding what the next step is, or when it may take place. In the meantime, it's been raining here and the window continues to leak. I'm looking for the BBB to help, if possible, get a response from Associated Materials that includes what the next step is and when it may take place.

  Business response

  09/25/2024

  We have received your correspondence regarding the ******* claim.

  Water infiltration concerns are rarely related to the manufacture of the window.  As such, when they are received, they take longer than our average claims to evaluate.  

  While we are unable to confirm that a manufacturing issue exists on this product, we will provide some assistance in the form of materials.  There is no labor coverage on this product - but some materials will be sent out that would help resolve the problem, if it is indeed a manufacturing concern.

  The warranty team is working with engineering to determine what needs to be sent out - and the homeowner should receive a contact with that explanation once determined.

  If we can be of further assistance, please let us know.

  Customer response

  09/25/2024

   I am rejecting this response because:

  There are only options to accept or reject; I have a counterproposal/ suggestion.  

  Can Applied Materials identify a trusted dealer/ service company for me to contact?  I can have them come out and look at the window.  If it's just a labor issue such as caulking, I will pay for the labor.  If it's a material problem, Applied will have the input of their own service person on which to base any further action.  

  I think having someone who does window service for a living is more likely to correctly identify the issue than trying to do it off a picture. And I'd like to cure any water leak that might be out of sight within the wall (if it exists) before it becomes a bigger issue.
  

  ****
  
  

  Business response

  10/02/2024

  We have received your newest correspondence from the **** window matter.

  As a manufacturer (not an installer), we are not in a position to refer the claimant to a labor provider.  Our offices might be able to speak to a local contact that the claimant may elect to correspond with or consider - but a written recommendation can not be provided.  He could potentially contact our offices by phone to discuss that matter.

  Given this correspondence is through the Better Business Bureau, the claimant might elect to use their network to find a viable recommendation for a local window technician.

  Customer response

  10/07/2024

   I am rejecting this response because:
  
  
  As this is a leak of unknown origin, It's Associated Material's position that it's the customer's respectability to prove manufacturing defect.  Associated does not provide any assistance in diagnosing the issue.  In this case customer must hire a service person at their own expense to determine cause of the leak.  There are no authorized service companies, so Associated might accept the findings should they point to a product defect, or they might disagree and in that case there is no customer recourse as Associated is not obligated to accept the findings of someone outside the company. 

  Have I accurately summarized Associated's policy?  Is there any assistance available from Associated for this case that I've not identified?
  

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This concerns a warranty claim. I contacted Associated Materials regarding paint pealing on my siding in Sept. of last year. I sent them a check for $100 for the deductible on my coverage I sent the check on Oct. 4 and received an acknowledgment on Oct. 12 The acknowledgment said the repair would be done by a third party, Advanced Pro Finishing Inc. I gave them until July of this year and then contacted Associated Materials. They told me to contact Advanced Pro directly. I left messages with Advanced Pro at least four times and never received a returned call. I contacted Associated Materials on Tuesday of this week and told them to contact Advanced Pro and, again, I have heard nothing. This claim has been going on for almost a year and soon the weather will delay everything until spring.

  Business response

  09/20/2024

  We have received your correspondence regarding the Culhane siding matter.

  Our files agree that the claim was approved last October and assigned to a refinisher scheduled to work in the area this year.

  Since the job was assigned in October, the season had already essentially ended when this was assigned in 2023.  This season, 2024, was the expected time frame for the completion of this job and it remains so.  Due to the specialized nature of this work, our subcontracted crews only pass through a given area once or twice a year.  While it is not ideal, it is not entirely uncommon for the process to take several months to complete.  That same circumstance makes it difficult to schedule jobs too far in advance.  If a crew is two states away and weather holds them up for 2 weeks - it pushes everyone else back 2 weeks too - even if their weather is perfect at the time.

  We reached out to the refinisher for a better time frame, but were not yet able to secure any dates to provide.  We are consistently in contact with our refinishers and are aware of the aging of this job.  It remains a priority for us to complete. The refinisher will contact the claimant in advance, once they have a schedule to provide.

  If we can be of further assistance, please let us know.

  Customer response

  09/20/2024

   I am rejecting this response because:
  
  I have asked both the manufacturer and the repair company for a simple phone call.  I can understand that the weather has been an issue, but that shouldn’t stop them from answering my call for a general idea when I can expect the repairs to be made.

  I am simply being ignored by both.  I am in Minnesota and shortly we will be getting into autumn and winter seasons will be unsuitable for repairs.

  The manufacturer has ignored my request for help contacting the contractor and the contractor has ignored my four requests for information.

  The manufacturer was promp when it came to cashing my check

  Business response

  09/25/2024

  We have received your latest correspondence regarding the Culhane claim.

  The prior submittal regarded the delayed and uncertain schedule which our reply attempted to address.  

  This current concern is simply asking for a phone call.  Our records show that the homeowner last called us on 9/10 - we answered the phone and discussed the matter still outstanding agreeing to reach out to the refinisher to try and get a better update - which we did.  We can certainly contact the claimant by phone and will do so.  As of yet, there is still no set schedule for the job to be complete - so unless an update is received shortly, the phone call may just be a courtesy to fulfill the request, but we will arrange it nonetheless.  (Please note - the warranty office will be contacted today with that request - it will likely take them a day or two to receive that request and make that call)

  We will continue to work toward a schedule update for the claimant and continue to expect the refinisher to call - when that update is available.  

  If we can be of further assistance, please let us know,

  Customer response

  09/27/2024

  I did hear from both Allied Materials and the installer.  The installer claims he will have workers here this upcoming week. I’m waiting to see if he follows through. 
  Hopefully, I will be able to provide a satisfactory solution report later in the week.

   

  Customer response

  10/04/2024

  Im not sure if my first effort was sent or if I accidentally deleted it. My apologies if this is redundant.

  Both Alied and the contractor did contact me and both said the repairs would be done in the later part of this week. When I hadnt heard anything I contacted both on Thursday morning. I could only leave a message for the contractor, asking for a return call.  I called Allieds customer service and was told the person I needed was in a meeting and would call back later.

  it is now noon on Friday and Ive heard nothing from either.

  my check to cover the deductible was actually dated one year ago today.

  To further complicate things we will be going on vacation for a few days starting later next week and we will be approaching the time of year when they say the work cant be done.

  Without a doubt the are two businesses that talk but dont deliver.

  Thank you again for your efforts on my behalf,

  *** Culhane 

  Customer response

  10/06/2024

  I need to apologize for my email last Friday. 
  I mistakenly referred to Associated Materials as Allied and failed to list the installer, Advanced Pro Finishes, by name. Im sorry if this caused any confusion

  *** Culhane 

  Business response

  10/08/2024

  We have received the newest correspondence regarding the ******* matter.

  Our records show several contacts between our offices and the claimant in the last several days verifying our expectation that the job would be completed this week.

  Since we are reliant on an outside contractor to complete this work, the best updates we can provide are the ones we receive from them. We too hope the schedule is kept and the job is completed.

  If we can be of further assistance, please let us know.

  Customer response

  10/21/2024

  The work is finally done after more than a year

  The two gentlemen who did the repairs were efficient and pleasant.  The repairs look well.

  Both Allied Materials and Pro-Finishes are terrible to work with.  Allied Materials customer service was not at all helpful and requests for return calls were ignored.  Pro-Finshes provided one phone number which always was a recording promising a return call, which never happened. 
  When finally contacted by Pro-Finishes they said when they were coming, incorrect date. Later they said when they were coming, which was during our vacation as I had told them earlier.  They wanted someone to sign and thought I should provide a neighbor or relative.  
  Not a very pleasant experience.

  Thank You very much for your help. I have no doubt that I would still be waiting if not for your intervention.

  *** *******

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 23, 2024 I submitted a warranty claim with Associated Materials for the replacement of a window that had fogged over. The claim was accepted and approved on February 28th. May arrived and I had not received any communication. I emailed Associated Materials stating my concern. They replied and stated they had contacted the assigned service provider, Central Cal Windows. They suggested I also contact ****** ******* by texting or calling him. His telephone number is ***** ********. I did as they suggested and contacted ****** ******* at the number provided. I received no communication from him. I emailed Associated Materials and stated I had received no communication from ****** *******. They suggested I call the office directly at Tel: *************, which I did. I finally received a text from ****** ******* stating installers would come out on May 31st to install the window. They came out on May 31st and the window did not fit! The wrong size had been ordered by Associated Materials despite the fact that I had sent them a photo of the gold sticker affixed to our old window which clearly stated the model and serial number of the window we would need. So frustrating. ****** ******* said a new window would be ordered and he would contact me when he had it in his possession. From May 31st, 2024 until now, September 10th, 2024 our window still has not been installed. I have made several calls and emails to Associated Materials and each time they say they will get their processor to contact ****** ******* at Central Cal Windows or they suggest I contact him. I have contacted ****** ******* a few times and each time he says he will contact me when he has the window. Well the window was apparently sent to him a while ago and yet I am still waiting. I am extremely frustrated at the lack of service and willingness to complete the warranty work as requested. Thank you for your intervention in this matter.

  Business response

  09/11/2024

  We have received your correspondence regarding the King window matter.  

  As stated by the claimant, the claim was submitted to us and approved - we ordered replacement product the same day - 2/28 - and it shipped out in mid-March.

  However, as a manufacturer, we are dependent on outside subcontractors to complete the labor portion of the coverage.   The contractor we hired, Central Cal, is a well-respected installer, but is also very busy and their schedules have experienced delays.  They did make it out there in May and found that the unit did not fit.  A new order was submitted, and a new unit shipped out 7/15/24.  As before, we are just awaiting Central Cal to visit the home and complete the service.

  We recognize their dissatisfaction and agree that the time frame is not nearly as quick as we would like it to be, but Central Cal is still the fastest option we can provide for the repair to be done properly.

  We have reached out to Central Cal for updates as well and will notify the claimant of any update we receive (we emailed them on 8/29 with a similar message).

  If we can be of further assistance, please let us know.

  Customer response

  09/11/2024

   I am rejecting this response because: In your initial letter to me dated February 28, 2024 you advised, and I quote, "Please allow up to 6 weeks for order fulfillment and scheduling of your job;"  It is now September 11, 2024, nearly seven months later and this job is still waiting to be fulfilled!  Does that seem reasonable to you? No, it is not reasonable at all and highly inefficient.  You have told me multiple times that you will contact the installer and yet nothing happens.  The damaged window that we have is completely obliterated and there is air coming through...and we currently have been experiencing a heatwave.  Not only is this visually unappealing, it is also affecting our electricity bill each month.  And I have no clue why you would choose an installer who is hours away from where I live, that is not practical at all.  I wish to have this window replaced now before winter arrives and cold air starts blasting in.  You need to be proactive and get this installer to commit to a date to get this job done as was promised by your company WITHIN 6 WEEKS!! Let alone seven months, good grief.  Do your job, get this window installed as per your warranty commitment.  No more excuses.
  
  
  

  Business response

  09/16/2024

  We have received the newest correspondence from the claimant.

  As indicated by the claimant, the original intent/expectation was to have the product produced, shipped and work scheduled within 7 weeks.  The product was shipped out on 3/11 - less than 3 weeks after the claim was opened.  But the local contractor was delayed from scheduling and did not arrive until May.  They ordered new product from us 6/4 - and it shipped out 6 weeks later - 7/15.  As before, we are awaiting the contractor's availability.

  We do not believe we have access to another contractor resource that could complete this work faster.  If that changes, we would re-assign the work.

  It is difficult to meet expectations when we can not directly perform this service.  We will continue to work with our outside vendor to complete the work.  We trust they will manage their schedule appropriately and will complete this work as soon as they are able.

  If we can be of further assistance, please let us know.

  Customer response

  09/23/2024

   I am rejecting this response because:
  
  The installer, Central Cal Windows, contacted me via text on Wednesday, September 18th to advise a tech would be available on Saturday, September 21st to install the window.  I advised that this was acceptable.  The installer arrived on Saturday, September 21st and unloaded the new window to install.  He then advised that the window was not the correct size that had been ordered.  It was a 3/4 inch window, when it should have been a one inch window.  The installer stated he would have to order another new window...this is the second time that an incorrect size has been received.  He installed the incorrect sized window as a temporary replacement until the new window arrives.  This is beyond frustrating!  We have waited all these months and twice the incorrect size window has been received.  What is unbelievable to me is that we provided a photo of the gold sticker that was on the old window which had the specific model and serial number for the window we needed.  How hard is it to order the correct size?  So I guess now we are waiting a few more months for this to be remedied.  Not happy!!

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Orange mold is growing between the panes of several of our insulated windows. I reached out to the vendor on Februrary 12 via email and included a typical photo of the condition and asked for guidance. I recieved an automated response but no follow-up. I reached out again several times via their warranty website, email and phone number but still have not received anything beyond automated responses. The phone number has never been answered by a person. We have filed warranty claims with them in the past and despite being slow, they were responsive. Now, it's nothing

  Business response

  08/26/2024

  We have received your correspondence regarding the ***** window matter.

  Our files show that the claimant was contacted on 8/23 and notified that replacement product was ordered which should resolve their claim.

  We do not show any inbound calls from the claimant on this matter and would invite them to call us at ************** between 8am and 5pm M-F should they have any further inquiries. 

  We state that it may take 30 days to evaluate our claims, and this one was approved in 22 days.

  If we can be of further assistance, please let us know.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our home builder used the company Alside Windows for all of our home windows which comes with a 10-year warranty on parts and labor. Alside subcontracts local work to Clarity Window Services in our area. Clarity has been out to our home a total of 4 times and have yet to get a job correct. Our first issue with them is our great room 2-story windows that are faulty and need replacement, are “too high” for them. I’m not sure how a window company doesn’t have the correct scaffolding equipment to install residential windows that are 2-story. Our ticket with Alside was opened in August of 2023 and we are in July of 2024 still waiting for these to be replaced. Our next issue is two window sashes in a bedroom need replacement due to water leaking. The first time Clarity came out they performed a water test and confirmed the leak. When they arrived a second time to replace both sashes, they measured one window incorrectly and could only replace one. Months went by and they arrived a third time to replace the second sash and showed up with a completely wrong window for a garage not belonging in our home. Our final complaint is the owner ***** ****, will not take phone calls. My husband and I have left messages and never get a call back. He only emails occasionally but has yet to revolve our issues. Clarity Window Services website appears to be taken down and they don’t have any platform like Google or Yelp that allows for consumer reviews. It has been frustrating, unprofessional and we hope other residents don’t have to deal with this company.

  Business response

  09/06/2024

  We have received your correspondence regarding the **** window matter,

  As the manufacturer of these units, we stand behind our warranty terms.  However, again as the manufacturer, we have to rely on outside parties to conduct any needed installations under warranty,  Clarity is a well regarded company that has proven to be very knowledgeable/capable in conducting our services.  They are still an active vendor with us - receiving and completing new jobs.

  Clarity notified us that the last order shipped was incorrect and a new order was placed at the end of July which shipped several weeks ago.  Around that same time, the claimant was emailed from the warranty department confirming the scaffolding/lift concerns.  Our warranty covers installation but does not cover special access that may be required to gain access to the units in need of repair.  

  If the claimant is able to provide safe access to the units, Clarity would work to conduct the repair.   Failing that, we would be willing to provide the claimant the units plus the expected costs of the installation itself (not including any costs to access the units).  They may contact our offices by phone (**************) or email (replying to our 7/31 email) - to further pursue the claim.  

  If we can be of further assistance, please let us know.

  Customer response

  09/12/2024

   I am rejecting this response because:
  
  The job has not been completed by the contracted window company (from Alside), Clarity Window Services. 
  

  re: Upper great room window replacement: our home model is the most common model in our community. Many other Toll Brothers Bella models have had their upper windows replaced. Our warranty through Alside covers parts and labor. If Clarity is unable to fulfill the job because they do not have the correct equipment, it is not the responsibility of the homeowner to pay for the equipment to replace our windows under warranty. An estimate was sent from Clarity to Alside on 7/24/24 for scaffolding to complete the job but no progress has been made. We continue to call Alside for updates but do not get response and no follow-through with Clarity.

  re: additional cracked window and upstairs bedroom window sash - Clarity Windows installers showed up today 9/12/24 and had one missing sash and one incorrect window. The job was not started or completed. This was the fourth attempt at the window sash and the second with the cracked window. Email attached as the follow up to Clarity Windows.  

  
  

  Business response

  09/20/2024

  We have received your newest correspondence regarding the **** window matter.

  As stated by the claimant, the contractor did visit the home recently, was unsuccessful in completing their intended repairs, and did place an additional order with us for more production.  We will again produce the needed unit(s) and assign the work to Clarity for completion.

  However, as a manufacturer, and not an installer, we can not assume responsibility for conducting labor on units that we are unable to reach.  Our windows are purchased/installed by contractors and can be used in many different locations/homes. We recognize the claimant's position, but if we can not access the units, we would not be able to conduct the installation of those units.

  We will continue to pursue the repair/replacement of units that we can access and stand ready to conduct all warranted repairs if given access to them

  If we can be of further assistance, please let us know.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a siding warranty claim over 10 months ago. My claim for repairs was approved in October of 2023. After contacting their refinisher at least a dozen times, (to confirm scheduling), by phone and email, I have received no reply. I have contacted Associated Materials many times and they have sent emails, followed by NO reply from their contractor. I feel it is time for them to either obtain a different contractor or allow me to hire someone locally and they can reimburse my costs.

  Business response

  08/07/2024

  We have received your correspondence regarding the ******* siding matter.

  As stated by the claimant, this matter was approved in October and was assigned to a refinishing company that works in her state.

  This particular repair can not be performed in the late fall/winter/early spring - and as such was not possible to repair during the bulk of the elapsed time. This job is still listed as active with expected 2024 completion with our refinisher.

  The refinishers we use spend the bulk of their time on the road performing repairs and are not always easy to reach.  We have inquiries in with them for updates on their expected schedule but have not yet received anything back.  Once we hear, we will notify the claimant, or the refinisher will notify the claimant directly.  It is very common for us to not know the repair date until we are only 1-2 weeks away from the home and they may not have any viable update to yet provide.

  Alternate contractors are not easily obtained.  At present, we have only 2 of these refinishers that work in this state that meet our criteria and the one assigned to this home - apf paints - is still expected to be able to complete the work faster than our only alternative.  Re-assigning it would almost certainly push it back to 2025.

  When this job was approved, we did offer the claimant a cash settlement equivalent to our expected costs to complete this repair - $1,170.  They instead elected for the repair and we will continue to pursue that repair until it has been completed.  However, if they would prefer to re-consider that settlement amount, they would only need notify our offices accordingly. 

  We understand their desire to have the work performed faster and are working with our refinisher to accomplish that task.

  If we can be of further assistance, please let us know.

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