ComplaintsforAssociated Materials, LLC

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed a claim for a cracked impact window that this company manufactured and the claim was "approved", but, they are not even offering what it will cost me to have the window repaired. I have a supposed "Lifetime Warranty" on these windows and now they don't make the exact window, so are not going to replace it. They have only offered $500 and that is not even enough to have the window repaired. I want everyone to know that Alside's lifetime warranty is NOT honored.

  Business response

  07/24/2024

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

  The product in question is no longer produced by Alside - nor is any comparable impact window.  As such, we offered the claimant a settlement which should exceed the cost of purchasing the window locally.

  It is important to note that the installation of that unit is not covered under warranty.  In other words, if we still produced this product - we would have provided a replacement - but we would not have installed it.  This warranty only covered labor for one year - after which it was product only.  The $500 being offered might not be sufficient to cover product and labor, but should be easily sufficient to purchase a new comparable window thus providing the homeowner with their full warranty entitlement - a replacement product (or costs thereof).

  We hope this helps to better explain the offer that was made.  If we still produced a comparable product - we would have provided it.

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

   

  Customer response

  07/24/2024

  $500 is NOT enough - that is the complaint.  The attached quote from original installer shows 945.65 plus tax as material cost - labor brings the total to almost $2000 as you can see. I understand that labor was not included.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi bought windows from these people,and had all the windows in our home replaced.at a cost of over $14,000.paid cash.started off that one window broke on its own ! As they were fitting them..this was replaced after a month,they say there is a 50 year warranty with these windows,which can be passed on,they lie,the windows have wet spots inside them,which means the seals have gone,there is also bad mold growth on the insides of the windows,which is a health matter,our home is very clean,and in winter is very warm,there should be no mold,I was told in a rude way by the people from alside to just clean them. It has been over 7 months now and nothing has been done under the warranty. I have called a lot of times,I have spoke to people and I have sent emails with pictures of the mold, and the damp inside the windows. I have all the emails from these people,which are all the same We will respond in 10 days, no they don’t,they lie,and won’t help at all. They are just rude people.

  Business response

  07/24/2024

  We have received your correspondence regarding the Dew Window matter.

  Our records show receipt of the pictures in late June.  We recognize that the claimant tried to send them earlier - but we have no record of receipt until late June.  It is likely the original attempts were too large and were rejected by email.  

  That June submittal was forwarded to our field service and engineering groups for evaluation.  I was hoping to have a firm response, but as of this AM it still shows pending review.  It normally takes about 30 days for a window claim to be evaluated - but there was an emphasis placed on this one to try and get a faster response so I would expect the results any day.

  Once known, the homeowner will be contacted/notified.  

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

   

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Warranty Claim # ********. Alside ***************************************** ************** I purchased aside windows for my home years ago with a lifetime prorated warranty and (1) sash needs replacing due to the glass seal breaking and allowing the window to fog. I submitted the claim paperwork months ago and its been a nightmare. It takes weeks to get a for each separate complaint to get escalated to ****** starting with the friendly call service ladies that answer the phone. Many follow up phone calls are needed each time. They charged me $175 for my portion of the prorated window replacement. To date, I have received (3) incorrect window sash replacements from the *********************** The warranty persons name Ive been dealing with is ****** . The first was incorrectly sized, the second and third are the correct size but missing the window pane / grill inserts to match the original window. The third replacement arrived yesterday and again has no inserts.Id love to speak to a supervisor and have someone other than Stuart ***** window #4. *** requested to speak with a supervisor or get an email address but am told that info isnt available. Ive been king, understanding and patient but am getting frustrated.Thank you in advance for your time.*******************************

  Business response

  07/17/2024

  We have received your correspondence regarding the Shepherd window matter.

  A supervisor from the warranty team reached out to him earlier today but was unable to speak with him directly, so a voice mail was left.  She believes she located the source of the problem in our window data file for his units - and has made corrections - and ordered the units again.  The current ship date expected for those units is 8/8/24.

  If the claimant has further questions, we encourage him to return the supervisor's call.

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

   

  Customer response

  07/17/2024

   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.

  Customer response

  08/21/2024

  Good morning and thank you so much for helping me. 
  

  Alside Windows Supervisor indicated the replacement window would ship to my home around August 4th. As of today I have not received the window. 
  

  Is it possible to get an update from them?

  Warm Regards 

  *******************************

  Business response

  09/06/2024

  We received your correspondence regarding the Shepherd window matter.

  Our files show that it actually shipped out 8/1 by ******* but using the tracking number - 400146086722 - it shows there was some issue and it was undeliverable.  

  We do not yet have the product back and were not yet notified of the problem with shipping.  If the product is broken, we will re-produce and re-ship.  If there was just an issue with the address label, etc. - we will receive the return and resend.

  Our apologies for the shipping issue.  The **** that the claimant spoke with were unable to track the package as the log for the shipment had a typo (1 digit off) in the ***** number and it was un-trackable to them.  In researching the matter, I found the proper number and was finally able to track down this information today.

  If you need further information, please let us know.

  Customer response

  09/09/2024

   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

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spent thousands on windows and several windows failed-including moisture inside windows and windows won’t stay up. We contacted warranty services, submitted pictures, submitted window information and the company wasted time and money sending us glass, and not actual window replacements. The glass is not the only issue and no one will touch repairing only the glass-they need the entire window.

  Business response

  06/20/2024

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

  Our records show that all filed claims from this claimant were approved.  The most recent claim, filed 5/9/2024, was approved as a seal failure and glass was shipped directly to the claimant, leaving our facility on 6/6/24.

  There were prior claims related to balance concerns and balances were sent to remedy those claims as well.  We understand that the claimant would have preferred a full window replacement, but the warranty did not cover such a replacement for the claimed issues.  We honored the warranty in full with the balances and glass that was sent.  

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

   

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a full set of replacement windows and a slider for our home which were installed last year from ********** Exteriors to the tune of almost $28,000. These were an Alside product, and we were told had a lifetime guarantee. We have a window that is making noise when windy and a slider that air is getting in through at the top of the stationary side. I called and was told I needed to file a warranty claim online which I did. After sending completely too many photos of said windows and doors (asking me to show them what was faulty-like I built the darn things), after which they told me my claim was rejected. I went back to ********** who has been trying for two months to get them to reconsider the claim. I have not been contacted by anyone from Alside and now ********** is getting the runaround. ********** is no longer selling this product but here I am with it installed in my home and them not standing behind their warranty. I feel that this is very unacceptable. Furthermore, the company has been sold and under new management who apparently cares less, so where does that leave the customers like me? I am doing this for two reasons, number one to protect future people who may purchase their products with so called warranties, as well as making them stay true to what they sold me. I do not take this lightly and I have pursued all other avenues with no resolution NOR any contact from Alside directly to me to make this right. All I want them to do is fix THEIR PRODUCT THAT THEY INSTALLED IN MY HOME AND WERE PAID IN FULL FOR.

  Customer response

  05/08/2024

  I was contacted by the business today "****" and they said they are working towards correcting the issue. I do not have a definitive answer as of yet. The only thing I was told is that they are reaching out to a local branch here in ****** and they are trying to schedule someone to come out and look at my problem products.  I am not sure this is due to my filing a complaint or if it's from previous attempts to get this addressed. I would not call this resolved by far, but at least I got a name and a call from someone at Alside.

  Customer response

  05/14/2024

  In response to your request for updates as of today, other than my update that I provided you on 05/08/2024 where the company reached out to me saying they were trying to coordinate with the local install office to come out and look at my window and door, nothing further has happened. In my experience so far with this company, this has been where it has been held up all along since the beginning in February. Right hand doesn't know what left hand is doing and customer pays the price. I honestly believe this is probably a simple fix (although I have no idea what the fix would be) but they just keep using the old procrastination tactic in hopes I will give up. Not happening. My next call will be to the ******** States Attorney. There is really no excuse for any of this. I appreciate your follow up, however. 

  Business response

  06/20/2024

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

  Alside operates as a manufacturer and offers a manufacturer's warranty.  In processing a warranty claim made against that manufacturer's warranty - the warranty department found no manufacturing issues and denied the claim. 

  The installing contractor, operating as a separate division within Alside, provided a 1 year labor warranty for the work they had done.  That is a separate warranty aside from the manufacturer's warranty.  That time period had elapsed when this claim was made and assistance from that group was denied.

  As such, this matter was denied (no manufacturing issues were shown in submitted evidence and no coverage existed from the installation as it had lapsed).

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

   

  Customer response

  06/25/2024

   I am rejecting this response because: the warranty department has reached back out and in fact is telling me that the installer was NOT an outside installer but an Alside installers themselves. They have also said that the claim in NOT denied, and they are trying to coordinate with the Denver **** Alside installer to come out. Nothing has not yet happened, but I have been in contact with the warranty rep ******** weekly to follow up. The responder to this complaint has no idea what is going on and their late response is completely incorrect.

   

  
  

  Business response

  06/27/2024

  We have received the claimant's response, but our prior reply was formulated after discussing with the rep from warranty (and supervision thereof) and the local contractors in *******

  She indeed reached out to them and was trying to gather help for the claimant - but the subsequent review determined the denial that was issued in my prior reply.

  Our position remains as stated.

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

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 23 windows from alside, I am trying to resolve the issue for the last month and half no one is giving me answer, the only answer that I get is could be a install issues, three windows solid windows you are leaking between the frame and the glass for windows looks like the hardware to close the window is defective I requesting alside a person to inspect my windows they don’t answer my requested, I have water damages inside of my brand new home because they are avoiding the warranty working with **** soother he said I will talk to ** my MGM not answer not anything, installer already walk the project he said is warranty issue or defective on the material of the windows never get answer from alside, this is the last attempt trying to get resolve or at least my windows inspected before start a lawsuit against to alside windows

  Business response

  06/20/2024

  We have received your correspondence on the Fenianos matter.

  Our local branch inspected this property in May and assisted the claimant in identifying several installation concerns.  A report was provided to his installer to assist and to our knowledge the issues were resolved.

  There were no manufacturing matters found at the home.

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

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have three windows that leaked argon gas from the inside of the window panes and there are cloudy on the inside The company changed out the front window that had the same issue.But the company will not answer the phone nor answer messages.

  Business response

  08/07/2024

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

  We don't show that he has ever contacted us regarding his window concerns.  It appears his prior repair occurred on claim# ******** which was filed for his home - but filed by LEI Home Improvements. They started a claim on his behalf, and we provided the one unit from that claim.  That occurred in 2021.

  If *** **** has a new claim, involving the 2 other window units he mentioned, or any other product we produced, he is welcome to file his claim online at *****************************************/ or to contact us toll free at ************** M-F 8am-5pm eastern time.  

  It is important to note that our warranty does not provide labor to install any materials we may elect to provide.  If we approve a claim on this home, the extent of his coverage would be the needed product.  He would be responsible to arrange the labor himself.  It is likely that labor may have been handled on the prior matter by LEI and the claimant may not be aware of his coverage with us, the manufacturer.

  We do not know if LEI has additional coverage to the claimant which may assist with labor or not.  The claimant, if he hasn't yet, may wish to contact them before filing his claim, but he is welcome to file with us directly if he'd prefer.

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

  Business response

  08/07/2024

  In printing off our reply for our files, it was recognized that I referred to the claimant, **. ******, by his street's name - *** ****.  My apologies for the error.

  Noting further that the claimant's BBB complaint was originally lodged against LEI would seem to indicate he has already tried to reach out to LEI - so it would seem best that his claim should be filed directly with our offices.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a triple pane Liberty II bay window in may 2019 that was installed on 9-12-19. Once the weather got cold the middle pane would be steamed up every morning. Thru my own fault (we had health issues and babies born and didn't make time to file the claim) I did not contact the company until Oct 2023. Had to file a claim with Alside Associated Materials **** ***** ** ******** ****** **. They did replace the middle pane but we were required to pay the $175. reinstallation fee which was paid in Nov 2023 and window was installed on Jan 11, 2024. On April 15, 2024 the same window was steamed as it had done before. Called and was told I would need to refile the warranty claim with Alside and would again be required to pay the installation fee. I did refile and a new window is being ordered again. My issue is that there is no one standing behind the product if this happened again less than 4 months after it was replaced. We spent $4971 on this window and don't feel we should have to pay every couple months to have it reinstalled not to mention the time to file the claims for the warranty. Any help would be appreciated. Thank you.

  Business response

  06/20/2024

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

  As the manufacturer of the product, our warranty covered labor only with in the 1st year of installation.  Outside of that 1st year, our warranty provides replacement product when needed.  On each of the two claims filed - we approved the submittal and provided replacement product.  There is no labor coverage after the first year for this product.

  We are not a party to any separate warranty her installer may have provided or any costs incurred in the installation of the provided product - but we fulfilled our warranty obligations timely and in full on both submitted claims.

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

• Initial Complaint

  04/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Had siding installed 2022 and several areas have faded. Started warranty process in January 2024 and have not received any updates on progress. Only get form emails when attempt to get info, or get “will accelerate” when call. Alside has had samples of the siding since Feb 20 and still no update. Alside offers 100 percent coverage but they do not take care of problem.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lifetime Warranty Support. Warranty will not accept link, they will not accept files larger than 5mb. I just called and was advised the claim only remains open for 30 days and they do not respond to emails ... even though you have to send information to their email. Their warranty phone dialog says it takes up to 4 weeks to process a warranty claim. Tons of stall tactics so avoid the lifetime warranty. My windows have leaks and were not property sealed. They need to contact me and help me resolve the issue.

  Business response

  06/20/2024

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

  Our files show that the claim was evaluated and denied on 5/21/2024.  Our warranty only covers manufacturing issues and ****************** was purporting that a manufacturing issue (windows installed in 2015) was impacting his windows today - that they were not sealed properly.  Our claim staff and engineering team evaluated the submission and found no manufacturing issue.  As a result the claim was denied, and ****************** was notified via email on 5/21/2024.

  The matter was believed closed at that time.  If we can be of further assistance, please let us know.

  Business response

  06/20/2024

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

  Our files show that the claim was evaluated and denied on 5/21/2024.  Our warranty only covers manufacturing issues and ****************** was purporting that a manufacturing issue (windows installed in 2015) was impacting his windows today - that they were not sealed properly.  Our claim staff and engineering team evaluated the submission and found no manufacturing issue.  As a result the claim was denied, and ****************** was notified via email on 5/21/2024.

  The matter was believed closed at that time.  If we can be of further assistance, please let us know.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩