ComplaintsforAmerican Vision Windows

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have a lifetime warranty included. American Vision did text coat to my house back in 2016. It began to bubble and peel a few years later. They fixed once but it’s peeling again. I called American vision to have it repaired but this time they said the whole house needed to get repainted and I had to pay full price. I feel like they failed to prep the house for paint/text coat and this is why it’s failing

  Customer response

  09/20/2024

  The issue has been resolved no further action required. There was a misunderstanding on my end and American vision is not at fault 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I needed to replace all our windows (7), one slider, and one set of French doors. We decided to go with American Vision because of Bill and K*******'s story. How they started their business because of their own bad experience with a window company who had poor customer service. While we were discussing with our salesman, C********, about changing the French doors of our bedroom with a slider, my husband realized the chair he has from his mother who had recently passed wasn't going to fit through the smaller slider opening. We discussed aloud that we would move the chair before the slider was installed. But then C******** told us not to worry about it. He said that American Vision will come out free of charge one time to remove the slider so we could move the chair when we were ready. We thought that was a generous policy so we decided to keep the chair in the room. It's now 2024 and we decided to move the chair into our living room. So my husband called up American Vision to schedule the appointment to remove the slider. That's when we were told American Vision doesn't do that. There is no such policy. My husband explained what C******** had told us and the CSR transferred him to John Paul, C********'s supervisor. After explaining the situation to John, John restated that's not a company policy, said he would talk to C********, and have C******** reach out to us. After about a week with no phone call, my husband called John again letting him know C******** never bothered calling us to which John replied, well he's very busy. What disgusting customer service. John then claimed he spoke to C******** who reportedly said that he would never say something like that. The conversation ended with John saying he believed we were lying. Yeah, that makes sense! We decided to leave a family heirloom in a room we know we cannot remove it from on purpose. We spent thousands of dollars, were lied to, are now being ignored, and also told that we are the one's lying!

  

  Business response

  09/12/2024

  Desired service was completed on 8/30/2024.

  Customer response

  09/13/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22104158, and find that this resolution is satisfactory to me.
  
  Regards,
  
  L*** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The windows that we got have a warranty for as long as you own your house.. one of the windows failed and you can’t see through it.. it takes up half a wall in our living room so it’s large. It’s been over 3 years trying to get them to replace it… they were supposed to come yesterday and didn’t even call.. when I called them they said it broke in the warehouse and would get back to me in 1 hour now nothing

  

  Business response

  01/24/2024

  We apologizes for the inconvenience of delay.  The failure of seal is a manufacture defect warrantied to get this remedied for you soon.  We have been working with them to help expedite this service from the glass breakage accident that occurred in their warehouse.  Look forward to getting this matter resolved soon.  Thank you for your understanding and continued patience.  

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last 03-23-2020 the American Vision Windows installed all the windows that we have agreed to replace all our old windows. They told me that almost all the things that we agreed are covered with lifetime warranty, specially molds and mildews(from moistures) that develop during cold season. That’s the problem I had on our old windows. American vision windows was referred to me by my friend. I called the company and an agent by the name of S**** “***” ********** went to my home and he told me that no moisture will develop what so ever inside part of the window glass that’s facing inside our house. He even demonstrated all the benefits of having their windows installed in our house. Like insulation from heat and coldness inside the house. He brought a machine and exposed the sample windows from heat and cold and I was impressed. I repeated so many times about the moisture inside part of the windows that it’s not going to happen and he assured me that it’s not gonna happen. And besides he said we are covered with their lifetime warranty. He said anything wrong a technician from A**** will come to my house and fixed it. So I agreed and I signed the contract I believed last 01-25-2020. By 03-23-2020 they installed it and they asked me for a good reviews online. If I remember right six months after installation the locking mechanism of our kichen sliding screen broke, I called American Vision and they fixed it and after probably 3-6 months again the same problem again and same guy came and gave me an attitude. So I got nervous for future problems. After that I noticed After about maybe 2 years one window on our masters bedroom a moisture from that window getting in inside the house and noticed molds developed from that moisture I called them and they refused to fix it. I consulted from at least 2-3 window company they all said it’s a defective windows and they have to replace it. I talked to the manager(M*** *******) he won’t fix it that’s why I’m complaining.

  

  Business response

  10/03/2023

  The complaint has been reviewed amongst the team and manufacturer Anlin; understanding the original service call in was for the patio door screen that needed maintenance work on door rollers, handle and spline which was covered under the warranty.  During that service appointment the concern of moisture in the upstairs window was mentioned therefore inspected.  At that time the technician confirmed there was no seal failure and informed customer that he has normal condensation on window and that it is not defective as there in no moisture in between the glass.  In regards to having other consultations as stated, we will gladly review and work further with the manufacturer on these assessments.  Please forward those evaluations of their discovery for remedy to explore what determined their recommendations.

  For your reference, attached is a link to review how the windows perform with the climate and its natural occurrence to better assist that concern: 

  https://**************************/#:~:text=Exterior%20condensation%20on%20energy%20efficient,are%20performing%20exactly%20as%20designed. 

   

   

  Customer response

  10/04/2023

  
  
  Complaint: 20469994
  
  I am rejecting this response because:
  They refuse to fix it. I knew there’s some defects on that window because molds and mildews are on the bottom frames if it’s a results of condensation as what they are saying why it’s only that particular window that’s doing that there are other windows in that room but there’s is no moisture.  They installed and replaced all our old windows in our house  I consulted from other window companies not one but at least two they all have the same findings. Not that I am forcing this issue one simple conclusions it’s defective windows so they just don’t want to fix it. All I want is for them to fix it. I don’t owe them anything I paid them off long time ago so they have to fix it. That’s the reason why I change all my windows and I picked them because they said they are the best in business and they said any problems they will fix it right away. And by the way when I called them to look at it it took them months before they came to our house and checked it. So they have to fix it thanks
  Regards,
  
  L** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  10/10/2023

  We do understand that this was a reoccurring issue prior to replacing the windows and that the new window the condensation has built up is on the outside panel; not in between the glass.  Exterior condensation on energy efficient windows or patio doors is quite common and a natural occurrence. In fact, the presence of condensation can be a good indicator that your windows and patio doors are performing exactly as designed.  During the inspection, tech examined if there was condensation between window panes which would have then indicated that the seal between the panes is broken and would have been a defect for replacement  however this was not the case.  It was also notated that the window is covered by shutters which could be adding moister in the compact space that cannot reduce the accumulated humidity due to inefficient air space flow.  None-the-less as stated before, we will gladly review and work further with the manufacturer on these assessments that was consulted by the other commenters.  Please forward those evaluations of their discovery for remedy to explore what determined their recommendations.  Thank you.  

  Customer response

  10/12/2023

  
  
  Complaint: 20469994
  
  I am rejecting this response because:

  I want them to replace or fix the windows that they installed on our house nothing more. I don’t owe them anything so no excuses they have to fix it.  I already explained enough to them and they still refuse to fix it. You can see the molds because I have not cleaned it for evidence and they saw it and still won’t fix it.
  
  Regards,
  
  L** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered French door to be as large as possible without moving studs. During installation it was noted and business information that door was not as desired as it had 1" shims on both sides and top along with an additional gap. Additional during the installation of a different window the rain gutter down spout was removed. At finish of installation crew left down spout on ground, not re-attached. Business was informed and took over 3 weeks to correct even though it had rained multiple times.

  

  Business response

  07/07/2023

  We truly are sorry for the inconveniences caused and understand that the Field Supervisor had done a jobsite visit to address the issues that followed with a scheduled service of the gutters.  In regards to the concern of the french door size, as it was explained- from the time of the final measurement, the dimensions provided were made with the deductions needed for accuracy of the door to go in with needed room for alignment which would include a gap.  At the time of installation and removal of  the existing jamb and case exposed an additional yet minimal gap the slightly increased the opening and was not accounted for as it was not visible nor exposed until demolition took place.  However, due to the unforeseen discovery that occurred, this did not impact the application that was performed by meeting the industry-accepted result and does withstand its performance by the product size and certified installation.  We thank you for your business and again we apologize for the trouble; we hope that the gift card that was delivered shortly after had treated you and your family to something nice.      

• Initial Complaint

  03/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  American Vision Windows has done two (2) jobs for me. They never provided me with a contract and the documents I signed for both jobs. I have called, texted and emailed my project manager (TJ Pitillo) countless times for the contracts on both jobs. Numerous times he said he would get the contracts to me, this never happened, therefore I continued to contact him for the 2 contracts. Again he never sent me the 2 contracts or provide me with a contact at American Vision Windows who I could speak with and procure both contracts. This company did not provide me with a contract when I gave them have the with half the money for the jobs nor did they provide me with contracts for the completion of each which they also collect my balance for the job. I have gotten the run around by this company many times since I've been working with them (July 2022). I want both of my contracts emailed to me (c.naimoli@icloud.com) in the next week. From my perspective, this company practices bad business and I will never employ their services again. Please resolve this matter.

  

  Business response

  03/01/2023

  We apologize for the inconvinience in not fulfilling the request.  Contracts have been emailed to account provided.  Thank you. 

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased windows and blinds to be installed in our home back in 2012. We now have three blinds that are not operating correctly. We were given a lifetime warranty on these blinds. After weeks of trying to get help on this, I was told that American Vision no longer does blinds so the warranty is null and I would have to reach out to a third party blind distributor and get a quote from them on how much it will cost to fix. How can a company not support their own warranties regardless of the change in their services offered?

  

  Business response

  08/23/2022

  We apologize for the inconvenience in the closing of our window covering division and not being able to assist with your warranty needs as the manufacturer has closed our account of service.  However, your product should still qualify for direct warranty service by Norman blinds, whom we had entered these products at time of purchase with your name and address to reference.  You may get in touch with them at: https://normanusa.com/contact/ to submit request of repair needed.  We hope this can assist your needs to mend the issue and again we are really sorry for the trouble.   

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired American Vision Windows to install new Milgard Windows above my garage. During Installation they caused extensive damage to my tile roof and will not correct the damage. I tried to work one of the managers but he was extremely rude and unprofessional and said it was all my fault.

  

  Business response

  09/15/2022

  We are sorry for the overall experience and are aware of needing to replace the 3-5 broken roof tiles and clean up of splatter around that area.  This is a repair that will be completed by a roofing professional whom has assessed the damage and will follow with the clean up of the splatter which will be coordinated and paid by American Vision to avoid any further hassle.  Our Service Manager will work with Mr. Held to have these open issues resolved.  

  Customer response

  09/16/2022

  
  
  I am rejecting this response because:

  American Vision Windows has not been cooperative in resolving this matter whatsoever and have blamed the homeowner for all the damage which is a complete fabrication.

  This company is continuing to play games and has been extremely unprofessional in resolving the damage they caused to the homeowners property.  I have submitted four roofing quotes to correct the damage American Vision Windows has caused.

  I am seeking help from the BBB to intercede in this matter to get resolved.

  
  Regards,
  
  B**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  10/01/2022

  Our apologies again as we recognized our errors and making an effort for corrective action.  We have pulled the project manager from your account and have management assisting with corrective work needed.  Based off the quotes you have provided, we have been in communication with roofer of work needing to service; 3-5 broken tiles however do not agree to replacing the whole roof foe this damage.  The splatters can be cleaned up which has also been confirmed that the roof does not need to be replaced from this either.  As explained, American Vision will pay for the corrective work needed and would like to have this resolved for you in a timely manner. 

  Customer response

  10/03/2022

  
  I am rejecting this response because:  October 3, 2022 - Your petty actions and futile penny-wise, pound-foolish response has been horrible. You now admit that you have damaged my roof and blamed it on me which is Ludacris. Your offer to replace a few broken tiles is rejected since putting in a few new tiles will not match the existing 20-year-old tile. You need to accept responsibility and fix this eyebrow area properly as the 4 separate roofing companies have outlined in their individual quotes which I obtained specifically for this purpose. You have now also admitted there is new stucco droppings on these tiles. There is also new paint on these same tiles that needs to be removed which as well the Project Manager said he would take care of. The proper remediation has been provided to you by these 4 separate roofing quotes as nothing less will suffice. You admit your Project Manager failed miserably on this project and you need to take full responsibility and correct this eyebrow roof section properly and not offer a substandard band aid repair.  
  
  Regards,
  
  B**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered windows and just had them installed 5/30/2022 kept talking to installers regarding the expanding insulation because they were going so fast to finish over 22 windows and 2 doors and be done that they didn’t insulate properly. He basically told me he was the gone would expand over 24 hrs to fill in the gap. I looked up the time and argued with them since they had 4 crews. That it needed more for sound proofing and weather insulation. He sealed the window with vi al striping with out finishing or adding more insulation. Very disappointed after purchasing over 22 2windows 2 slider glass doors/and doing my whole house. I thought I had gone with a reputable company but would not share the company with friends and family. One day after install and not happy

  

  Business response

  06/10/2022

  A technician and supervisor went out to inspect and identify any service needed this morning, June 10.  As the customer expressed the concern, we removed the trim to show any exposure of non-sufficient foam and it was witnessed that it was not the case and the product was installed properly along with sufficient material.  The windows that appeared to be most in concern were recognized to not have been an issue and no service was required.  Job was completed with no outstanding items.   

• Initial Complaint

  12/14/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On August 25, 2021 my husband and I ordered a new shower surround from American Vision. We found the company on the BBB website, and contacted them, confident that we could trust them. Our contract states that delivery of the materials would take about 14-16 weeks. Knowing that we would have guests here in our home for the holidays, I called around Nov. 15, asking for an ETA. I did not want to be in the middle of installation during Christmas. I was told that the Installation department would call me with that information but I did not receive a call back. I also never received a call back after 2 more calls to their office, approximately 11/23, and 11/30. On Dec.6, I called our salesman directly and explained my concerns. He promised me that someone would call me by end of the day, or next morning at the latest. When I did not receive yet another call back, I called him again 12/7 and again on 12/10. He left me a voicemail, telling me he would call me the next day, 12/11. I have still not heard from anyone, and we are now at 16 weeks. I'm fed up with their lack of customer service, and I am frankly worried about what I would have to go through if we ever needed to resolve a dispute over the quality of their work. I just want out of the contract so I can find someone who will be more responsive. Given the high cost of this job, I feel I deserve the ability to leave them. I have paid nothing towards the job, so there is nothing in dispute there.

  

  Business response

  01/07/2022

  Project has been installed and completed.

  Customer response

  01/10/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 16365055, and find that this resolution is satisfactory to me.
  
  Regards,
  
  M**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

*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. ↩