ComplaintsforAssociated Materials, LLC

• Initial Complaint

  04/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased windows through Fabella and have now been dealing with Alside since they’re the ones that made and installed the windows. I’ve been dealing with issues for 6 months and have had multiple people out to “fix” and examine the windows. It has now been 3 weeks since the last guy was out and there’s been no word on any fixes coming from this company. All of my windows leak. They haven’t even attempted to fix the two windows that only need a small adjustment to fix the leaks. The install was terrible to begin with, with the installers leaving gaps in the foam around the windows. I had to ask multiple times for them to fill in gaps. Little did I know they actually left a 1 inch gap about the whole length of the second story windows. The only reason I found that out was because I was up on a ladder looking at something else. If it weren’t for that I’d still have gaps up there. I shouldn’t be surprised, after such an install, that I’m having so many issues. The last time someone was out was 3 weeks ago and I have yet to hear anything about a fix. They quoted me an additional $2200 to replace the leaking windows with the least problematic windows without any compensation for the defective windows. They had a repair team out here a couple of months ago that adjusted the double hung windows (they still leak) and cracked the trim around one. They didn’t tell me about it and I found out 3 weeks ago when the other guy came out so now they have more to fix. They also did a temporary fix on the gap above the second story windows so I’m still waiting for a permanent fix on that too. I had an inspector come out and inspect the windows so I’ve got a report as proof of how bad they leak

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Associated Materials/Alside installed 3 windows to our house several years ago, including warranty. All 3 window installs sag and hard to open and lock we called Assoc. Materials to replace it. They said regardless of whether the window was under warranty or not, I still had to go through their claims process. I filed the claim, completed the forms, all documentation, and sent several pictures of the windows with its’ serial number. They told me my claim was incomplete, and they needed more information. The information they requested was the same as what I had sent before, but I resent anyway. They responded again by e-mail stating they needed additional information. I called and spoke with a representative that was clueless. I asked to speak with a supervisor and they said one would get back to me, but I never heard from anyone. I continued to receive e-mails stating they needed additional information. I called again, and they told me the serial # I provided did not match the window. How can that be? I took a picture of the serial # from the windows. I said if the serial number did not match the window, then a quality issue occurred in the manufacturing process. I asked repeatedly to speak with a supervisor and they said one would call, but never did. This endless series of useless e-mails and phone calls continued from Nov. 2023 thru Jan. 2024. After 3 months of these unprofessional & puerile behaviors, I was done with them.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm trying to get warranty work to fix insulated glass that failed. My warranty say it is warranted for as long as the property owner shall own and live in the property from date of installation. When I contact warranty they say only 20 years and prorated after that. This is only applicable in the transfered section of the warranty document.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid almost $18k for windows on our small home through ******* Windows in 2018. Was told about warranty and process for repair if needed, but was assured windows were of such excellent quality. Have already had ******* come out repeatedly for issues. Latest issue, condensation dripping on the inside of the home from several windows (as if sprayed with a hose). I contacted the company (******* Windows) who installed them to set up appointment for repair. When I called I was advised that the manufacturer of the windows (Alside) no longer allows the installation company (*******) to file the claim on behalf of the customer, but that the customer needs to do it. I was provided with a link to complete the forms for Alside however, most of the info should have been provided by the installers, not the customer. As the customer I cannot guess what part of the window needs to be repaired or what parts need to be ordered. (I am guessing the seals?). I don't have the serial numbers and the link provided by Alside on their form which supposedly had instructions on how to get the serial numbers, only gave a 404 error. I had to contact the installation company (******* windows) again to get the serial numbers and then continue attempting to complete the forms. I attempted several times to complete the form on line, but kept getting various error messages. I called Alside directly for help and was advised (very obnoxiously) they could not take the claim over the phone, nor would they allow ******* to file it. I asked how they assist customers in this situation and was told that if I if couldn't complete the forms, then they would mail them to me, but that would take even longer than the 4-6 weeks to process the claim (4-6 is to process the claim, not even to order parts if necessary or set up an appointment for repair). I guess when they have already collected thousands and thousands of dollars, they aren't too concerned with honoring their warranties.

  Business response

  05/15/2024

  We have received your correspondence regarding the King ***************** records show that the warranty department received the information from the claimant on 3/28, approved the claim on 3/29, and ordered the replacement product (and notified the claimant) same day.

  That product shipped out 4/11 (2 weeks total time) and the claim was marked as closed.

  In most cases, our claimants prefer to file their own claims so they can track them online.  

  This claim was handled very quickly and granted full warranty coverage to the claimant.  

  We understand that some claimants would rather file their claims over the phone and/or through mail and that option is always available to them.  While we encourage the web claim format to eliminate any time lost to the mail - it is not mandatory.

  If anything further is needed from us, please let us know.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a condominium in the ******** ** ********. I am the second owner of the property and as such, the Lifetime Limited Warranty transfers to me, in accordance with new construction warranty (*****************************************************************************************************). I submitted a claim and a week later received a denial letter, stating my warranty was not transferrable. I have tried calling the Warranty Department and every time I call I get a busy signal. I wrote the company twice to discuss the claim and have heard nothing back from the company. I submitted a second claim with the same information on 3/5 in hopes that I will hear something back from them. I think they are leaving the phone off the hook and not taking calls intentionally.

  Business response

  04/12/2024

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

  Our files show that the claim (*******) was closed as denied - but was also re-opened under a new claim# of 2657690.  That new claim was approved a few weeks back and the product was ordered with an expected shipment occurring between 4/15-4/22.   

  We apologize for the delays in reply and the confusion present - but this approval occurred back on 3/26/24.

  The claimant is welcome to call ************** for additional details as needed - referencing claim# ********.

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

  Customer response

  04/19/2024

   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 the windows that have been delivered to my local Alside distributor are the correct types.  Alside says they've been delivered the 6 windows but I have not seen them yet.  Next actions are on me. 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought lifetime warranty patio doors. Window on sash fogged up. Alside sent wrong replacement to their warehouse 70 miles from my house that I had to pickup. The second time they sent only the glass to same warehouse. Alside told me I had to pick up again and find someone to replace the glass in my original door. Quote I got to replace glass was &300..00. Alside sent wrong complete door first time, why won't they send the correct complete door. I have experienced this before if anything goes wrong my installer will blame alside and they will blame installer and I will be in the middle

• Initial Complaint

  02/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I submitted warranty claims on my windows in 2022. When Montrose glass came out to replace them, most of them were the wrong size. I notified them of the issue and they were supposed to be sending me the correct windows. I have called many times since then and even asked if I could just start my warranty claim over as they are showing a status of replaced when I have still not received the windows. They would not let me resubmit and still have not delivered my replacement windows. Whenever I call them they tell me that the will get with my processor to get me an update but I never get a call back or email with an update. I would simply like to get my windows replaced that are under warranty.

  Business response

  03/04/2024

  We have received your correspondence regarding the Bowers window matter.

  We had produced and shipped new product back in October after learning that the original shipment (from July) was not successful.

  Seemingly that October order never made it out to the contractor.  Our offices contacted the claimant on Friday 3/1 to discuss, and re-ordered the product again.

  We fully expect this work to be completed properly/timely.

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

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased windows for my entire house through a company called *** **** ************. They promised a fantastic warranty on all windows, I just had to contact them with the issue and it would be fixed. Which was true up until I tried to get in touch with them about 7/8 months ago. I was referred for the warranty through Associated Materials. So I went through and fill out a claim for their warranty, which they said it could take up to 4 weeks. I never heard from them. I tried to call, and no one knew anything, they said that some one would be calling me. I never got that phone call. I called again, and resubmitted for the warranty, got a few emails asking for information, I returned all information. Still no phone calls, just confusing emails. Then I get a call stating that my windows are ready at a warehouse an hour and a half away for me to pick up. That was never what I was told. Something goes wrong, they make it right and come fix it. I am unable to get a hold of anyone at ***, I will be submitting a separate complaint for them. But this company, Associated Materials, is awful to try to deal with, and they still haven't done anything with my whole claim, just part of it.

  Business response

  02/08/2024

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

  As the manufacturer of these units, our warranty provides replacement product for approved warranty matters.  A portion of this claim was approved and we produced and shipped 2 replacement window sashes to our nearest supply center - in ******.  This product has been there over a week now and that center notified the claimant to retrieve the units.  

  We have denied a portion of the claim as the issue shown was not related to a manufacturing matter.  As our warranty only covers manufacturing issues, that portion of the claim was denied.

  We have honored our warranty in full by the provision of those units.  There is no labor coverage on these units that were installed more than 3 years before the claim was filed.

  We are not privy to the agreement the claimant had with her installer and can not answer to the portion of this complaint.

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

  Customer response

  02/09/2024

   I am rejecting this response because:
  
  Had I been informed that I would have to figure out how to get to ****** (an hour and a half away), during business hours Monday through Friday, I would have let them know that would be impossible for us to do. But no one communicated with me that all the company would do is order replacements and I would have to figure it out. I understand that they are a third party and may not honor what the installing company had told us when we purchased the windows, but as a warranty company contracted with the other company, don't you think that they would help figure things out and come up with a solution instead of sorry, not my problem.  

  Business response

  02/15/2024

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

  As the manufacturer of the product, we provided a warranty when our product was purchased.  That warranty outlines the coverage available for the claimant.  It includes language that we would ship product to our closest distributor - which we have agreed to do.  That warranty document should have been provided to her by her contractor when her product was installed.  

  We understand the claimant is expecting additional help from her installer - but, as stated prior, we honored our warranty in full by providing the material.  

  Quite often, our claimants with similar coverage will ask their installer/contractor to pickup the product if they are unable to do so.  That contractor likely has an existing relationship with our local branch/distributor and would have an easier time arranging that retrieval.  

  Hopefully those comments will be helpful for the claimant.  If we can be of further assistance, please let us know.

  Customer response

  02/20/2024

   I am rejecting this response because:
  
  There isn't a neutral option - I understand your stance. Unfortunately, I have been unable to get a hold of the company that installed the windows.  I have called, emailed, and filed a complaint. And am still no where closer to any resolution.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty claim for Alside Windows submitted to Associated Materials on 09/27/2023. The claim was approved - claim ******** and I received a letter to such dated November 2nd. Starting yesterday, 01/24/2024, the ************ phone number for the warranty prompt just cuts off after the ring ends; no person /machine answering. I have tried other online phone numbers for associated materials, mainly the ************ and I am able to speak to a person who then transfer me to the line that cuts off after the ring. The issue is: ****** is apparently the person who decides the parts to send. I can't get past the operators on past calls. The operators tell me that I need to talk with ****** for the correct parts. The last I spoke with Associate Materials was 01/23/24 with ****** who spoke with an ******(who was working that day) who was to "call me by noon that day". Never heard from ******. Prior 01/16/24 I spoke with ****** who said ****** would return my call within 24 to 48 hrs. Never heard from ******. I was told on the December first call that the items would be shipped within 2 weeks. Never shipped. There was Christmas and then we went to *******. On the December 1st call, ****** stated that we had no payment due and the items were to be shipped. On the 01/16/24 call ****** stated that the items were NOT shipped and I need to talk to ****** for clarification of the items, based on the 11 photos sent with the claim submission in 09/23. BOTTOM LINE: This company DOES NOT COMMUNICATE! I need for ****** to call me, get the 2 parts clarified and shipped out. Never ever has anyone called me since the start. I can not get through Monday through Friday from **** to **** to speak to anyone anymore. HELP!! I don't know what to do . . .

  Business response

  02/15/2024

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

  Our offices reached out to the claimant to discuss.  We are providing some parts to assist the claimant.

  The window in question is no longer in production and our offices remain willing to further assist the claimant under our warranty terms, but at present we believe that the claimant has received the assistance they have requested.

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

  Customer response

  03/06/2024

  Spoke with ****** on 02/08/2024 and she stated that the part available would be sent out in 2 weeks.  As of today, 06/06/2023, we have yet to receive anything.

  I do not know the item name of the window part (for a double hung window) ****** stated that they were sending out.  She also stated that the edge taping for the picture window was no longer available and the resolution was an entirely new picture window. This seemed too extreme, so we are attempting to resolve this small issue in another manner.  

  However, we would like the piece for the double hung window that is damaged.

  Business response

  04/12/2024

  We have received your correspondence regarding the ******* matter - case# *******.

  Our files show that the claimant had not provided the requested serial# as requested.  To attempt to assist the claimant, our offices reached out them on 3/26 and they returned our call on 3/29 with the information that we had requested.  We were able to use that response to approve the claim and replacement product was ordered with an expected shipment occurring between 5/2-5/9.

  The claimant is aware of this solution.

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

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2019 we bought our home ALSIDE siding was installed on our new home it has a Lifetime Limited Warranty "warrants against the siding containing manufacturing defects which result in cracking, chipping, flaking, peeling or splitting." I contacted Associated Materials once again for help in resolving this. They say they don’t cover warping which they did in 2019 when it happen and now they are saying they don’t cover it I live in the state of Nevada which they sold Greg vinyl siding knowing we live in weather that contains heat I reached out several times no response until now it’s a lifetime warranty and states in warranty it doesn’t cover warping from fire ,bbq grill bit not from weather I ask them to replace the siding and they denied my request I’d like them to replace the siding

  Business response

  02/08/2024

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

  Our initial review was conducted without receiving the requested information from the claimant.  We recognized from the submitted pictures that the problem being experienced was not related to a manufacturing concern and the claim was subsequently denied. 

  After the claimant protested that decision we asked her to submit our requested information which she did.  That led us to a different conclusion - the product in fact is not ours.  The prior owner had filed a claim and we notified them at that time that the product was not produced by Alside.

  A second denial letter was issued to the claimant to verify that finding.

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

  Customer response

  02/09/2024

  This is the warranty I received when I bought my home 

  Customer response

  02/09/2024

  I have been denied once again due to not sending a piece of my siding which it has been raining and do not need my home getting wet and mildew to bring another problem I talked to a lady at Al side she got rude with me and hung up when I explained to her 1 I sent photos to them digitally due to no physical Camara and I couldn’t take siding off due to rain she was completely non responsive and verbally was lashing out at me I am done trying to work with them due to this rude behavior bad customer service 

  Customer response

  02/09/2024

  This is their product as you can see from the warranty this letter states it is not But in truth it is 

  Business response

  02/15/2024

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

  There are two different products installed on this home - in two different colors. The lighter color was produced by Alside and is covered by the Alside warranty.  The darker color was found to be a Mastic product not produced by Alside.

  The problem being shown is on the darker colored product - hence the claim was denied.  That same claim was filed in 2019 by ***** ****** (the contractor/builder of the home).  He was sent that same denial in 2019.

  Our original denial was issued based on pictures alone.  At that time we did not have access to the claim detail.  

  We recognize the confusion present here and apologize for any role we played in trying to provide a prompt evaluation/response.

  However, the fact remains that the product in question, the darker gray, was not an Alside product, and we would not be able to offer assistance on a non-Alside produced product.

  If there are further questions, please let us know.

  Customer response

  02/21/2024

   I am rejecting this response because:
  
  We are getting the escorts from installer at this time just waiting on email with recites from purchases 

*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. ↩