ComplaintsforA-E Door & Window Sales & Service, Inc.

• Initial Complaint

  04/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested a service call for basic tune up for my 8 yr. old garage door. I also mentioned I might need a new key pad installed since I am having trouble with the code punching in sometimes. Service tech name Steve arrived at 4PM on Jan. 29th 2024. I told him my issue about the key pad. He then recommended it may just need be reprogramed, which he did. He then went to the his truck to get a bill for $190 dollars. Gave me the bill and I went in to get a check. The bill is clearly marked "General Service & Tune Up & ADJ (1) Door-$190 +Parts". I gave him the check and figured he would then Lube and adjust the door or whatever else is required in a tune up. He did nothing. Said "thank you" turned around and left. I did not try to stop him because I did not want any confrontation with the man. This company literally charged me $190 dollars for this man to push 4 digits on a key pad! Jan. 30th, I called AE Door and asked for the service manager. I talked to Aaron. He apologized to me and said the tech should have done several things for a general service tune up and he would send another crew to complete the work. I told him "thanks" but I really would like to just have most of my money back . (I did not trust this company at this point.) I offered to pay $60 since the tech did have to drive to my home and punch in 4 digits. Aaron said the best he could do was lower the charge to $125. I thought about it, thought that number was still too high, but agreed to the $125 amount. He said he would have a check sent to me for $65, but it would take a few weeks. I thanked him and we ended the call on a positive note. I left Aaron a message on April 4th at 9:40 AM that I had not received the $65 check from AE Door. That was over 8 weeks. On the message I left I said "If the company will not allow you to refund me $65 for some reason, I would be okay I he wanted to send a new tech to tune up door." Aaron never called me back or left a message as of this date, April 21st.

  

  Business response

  05/01/2024

  Good morning happy Wednesday, just letting you know I did get this message and I am looking into it as I'm sending you this message I will be back to you today or later tomorrow at the latest with a response. I do the show that it was re-approved to send him a credit as a courtesy discount it is not something he was entitled to. He was quoted the service charges before we ever went out to his home.

  Again, I will dig into this and find out what happen to the valued customer courtesy discount refund.

  Greg Z*****

  

  Business response

  05/07/2024

  *** *** ,
  
  Your refund of $65 is being processed and will be mailed out by this Friday 5/3. IN the process of switching software systems which occurred for us on 2/1 this got lost in the shuffle I do apologize for this. In clearing up this situation I did also want to address some of your other thoughts or concerns.
  
  When we had our discussion following your service call, we did offer to send a tech back out to complete the general service of the door which you did refuse stating you just wanted money back. I explained we would not offer a full refund as we did work on your home and repaired a problem you were having and called us out for. Since the call was short it would be reduced to a trip charge of $125. I do apologize on dropping the ball in getting this refund out.
  
  During this discussion we also went over that the service rate of $190, which was clearly quoted to you over the phone.  And you understood these charges before we sent a tech out. You had an issue with your keyless entry that you could not repair, and we were able to. The rate you were quoted was the rate you were charged. Since I felt we did not go above and beyond, which is our expectation, you were offered a reduction in pricing. You still felt this was to much and offered us $60 which I once again refused as you understood the pricing quoted before having a tech out and we do not haggle on pricing.
  
  I am sorry you disagree with our pricing or felt you were owed a refund but you were not. Had we overly charged or went above the pricing originally quoted this would be a valid issue, in this case we quoted a price for our service which you agreed to, we repaired the problem, then you felt it was not fair after paying the price you were originally quoted.
  
  Our service techs have many  years of experience in doors and openers. This experience and expertise allow them to diagnose and repair problems in a quick and timely manner. This experience allows them to do multiple repairs in a day ranging from spring changes to repairing defective openers. This experience also costs money to retain and keep our trucks on the road so we can offer these services to our customers.  The refund is being submitted in this case for a reduced charge because our tech did not go above and beyond. We still stand behind the work performed and the price quoted to you before sending someone out.
  
  Aaron H*******

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installed windows and botched the install. Trying to say it's not their fault and want to blame it on the window manufacturer. Making me jump through all kinds of hoops in hopes that I will just go away. Did not stand by there contract to install these windows correctly. Just want this company to do the right thing and do what they said they would do in the first place.

  

  Business response

  03/07/2023

  Mrs. ******* 
  
  We do apologize for the issues that you have had with the window installation. We are working our hardest to make sure that any of your issues are being addressed and repaired to not only satisfy industry expectations, but your expectations as well. We have been in business for nearly 43 years, and do not take these situations lightly. While we may run into issues on a job, we also feel that we address the problem head on to make sure our customers are satisfied when the project is complete. While we can never say we are perfect, we do make sure that any issue you or anyone else might be having is addressed in a quick and timely manner. As evidenced by our many five-star reviews and loyal customer base, which continues to grow. 
  
  
  The original installation of your windows was completed on 3/29/22. As with any of our newly installed products we stand behind our one-year labor warranty. On 1/6/23, 9 months following installation, we received a call from you stating you felt there was possibly an issue due to some drafting you were feeling around the windows. On 1/9/23 our installation Foreman, *****, was dispatched out to assess the situation. Per this assessment he felt this was possibly a faulty seal issue, and parts were ordered to get that repaired. 
  
  
  Once the new brush seals and foam pads were received, we dispatched ***** to return to your home on 1/31/23. When ***** arrived and got deeper into the service call, he felt there might be a larger issue. Upon discovering some insulation issues as well as leveling issues, we felt we needed to perform a overall review on all your windows. This, of course, would be covered under warranty, and free of charge.  While we attempted to do this within one or two days of discovery by altering our schedule, we also understood your scheduling needs as a business owner and accommodated your schedule to return on a Monday or Tuesday as you had requested. 
  
  
  On 2/7/23 *****, along with two of our installers ***** and ******, was at your home to correct any issue with installation you had discovered, along with anything we had found doing the deeper dive during the return service call. During this service we re-leveled the windows and added more foam insulation, along with addressing any caulking concerns you brought to our attention, or we discovered on our own. Along with the service call on 2/7 you also received a partial refund on your original purchase, which you happily accepted. This is not standard practice however we felt it was warranted in this situation. 
  
  
  Upon completion of this service on 2/7/23 an email was sent from AE Door and Window  acknowledging a partial refund had been submitted to you.  You responded expressing gratitude for our work and their attention to detail on all your problems. You also noted we should reward them for their hard work. These emails are  copied below this paragraph for reference. 
  
  
  On Tue, Feb 7, 2023 at 1:55 PM, ***** ********
  <AaronHolstein@aedoorsales.com> wrote:
  Mr and Mrs *******
   Please see attached. We processed the refund to your credit card on Saturday 2/4 for the amount of $_____ We do apologize for any inconvenience. IN speaking with ***** this afternoon it sounds like everything should be taken care of to both yours and our standard of work. Once again we do apologize. 
  Thanks,
   ***** ******** 
  General Manager
  *****************************
  **************
  **************
  
   From: ******* *****r <********************>
  Reply-To: ******* *****r <pdaloliver@yahoo.com>
  Date: Tuesday, February 7, 2023 at 2:11 PM
  To: ***** ******** <*****************************>
  Subject: Re: AE Door Refund
  
  Thank you. The guys that you have here today are doing a great job and going above and beyond. They are catching more errors that the original installer have made outside and inside. I appreciate their work and I hope they get rewarded for the clean up work they are doing. You can tell that these guys take pride in the work they are doing, unlike the first installer.
  
  ******* and ******* ******
  
  While we were all extremely happy with this result, there was still some minor interior finish work that we needed to complete. On Tuesday 2/14/23 ***** returned and was on site for an hour or less completing this work and making sure the job lived up to your expectations.  Once the finish work was completed, we felt the issue was taken care of and we had completed the work to your satisfaction. Furthermore, you even contacted your sales rep ******, who originally sold you the windows in question,  to discuss options on a new sliding glass door. 
  
  
  On 2/17/23 you called in stating you were still feeling a draft. While we felt the issue had been resolved due to your previous statements and your willingness to contact our sales rep about an additional product, we still wanted to address these concerns and go over the job again. On 2/28/23, **** and ****** returned. The installation and products were gone over once again, and they felt that the windows were installed properly. 
  
  
  We have done everything in our power to assess and rectify the situation in a quick and timely manner, as evident by the 5 service trips listed above. We have acknowledged a mistake by the original installer, repaired those mistakes,  and  now feel  this job is complete and up to industry standards. You have accepted a partial refund that we offered when we acknowledged the mistake. Every phone call you have made, or message sent in via our website app has been responded to. You asked to speak to the President of the company at 430pm on 3/2/23 and received a call by 830am on 3/3/23 the next day. We have accommodated your schedule based on specific day requests that you have made to come at a time convenient for you.  These are not steps taken from a Company trying to hide or walk away from an issue, or forcing people to jump through hoops when a problem arises. If anything, we have been nothing but completely fair and transparent from the beginning.  
  
  
  While understanding that you were now once again unhappy with our assessment done  on 2/28/23, following work you had complimented two weeks prior.  We have offered to bring out a window manufacturer representative from Provia to go over the windows themselves and the installation of the windows. This visit is now scheduled for Monday March 13th, with representatives from AE Door and Window as well as Provia. We are hoping this alleviates any concerns you might have while also showing you that we are not running from this problem. We strive for excellence and while we originally fell short, we feel we are doing everything in our power to make things right.  
  
  
  Thanks,

   

  **** ******* 
  
  
  We do apologize for the issues that you have had with the window installation. We are working our hardest to make sure that any of your issues are being addressed and repaired to not only satisfy industry expectations, but your expectations as well. We have been in business for nearly 43 years, and do not take these situations lightly. While we may run into issues on a job, we also feel that we address the problem head on to make sure our customers are satisfied when the project is complete. While we can never say we are perfect, we do make sure that any issue you or anyone else might be having is addressed in a quick and timely manner. As evidenced by our many five-star reviews and loyal customer base, which continues to grow. 
  
  
  The original installation of your windows was completed on 3/29/22. As with any of our newly installed products we stand behind our one-year labor warranty. On 1/6/23, 9 months following installation, we received a call from you stating you felt there was possibly an issue due to some drafting you were feeling around the windows. On 1/9/23 our installation Foreman, *****, was dispatched out to assess the situation. Per this assessment he felt this was possibly a faulty seal issue, and parts were ordered to get that repaired. 
  
  
  Once the new brush seals and foam pads were received, we dispatched ***** to return to your home on 1/31/23. When ***** arrived and got deeper into the service call, he felt there might be a larger issue. Upon discovering some insulation issues as well as leveling issues, we felt we needed to perform a overall review on all your windows. This, of course, would be covered under warranty, and free of charge.  While we attempted to do this within one or two days of discovery by altering our schedule, we also understood your scheduling needs as a business owner and accommodated your schedule to return on a Monday or Tuesday as you had requested. 
  
  
  On 2/7/23 *****, along with two of our installers ***** and ******, was at your home to correct any issue with installation you had discovered, along with anything we had found doing the deeper dive during the return service call. During this service we re-leveled the windows and added more foam insulation, along with addressing any caulking concerns you brought to our attention, or we discovered on our own. Along with the service call on 2/7 you also received a partial refund on your original purchase, which you happily accepted. This is not standard practice however we felt it was warranted in this situation. 
  
  
  Upon completion of this service on 2/7/23 an email was sent from AE Door and Window  acknowledging a partial refund had been submitted to you.  You responded expressing gratitude for our work and their attention to detail on all your problems. You also noted we should reward them for their hard work. These emails are  copied below this paragraph for reference. 
  
  
  On Tue, Feb 7, 2023 at 1:55 PM, ***** ********
  <****************************** wrote:
  Mr and Mrs *******
   Please see attached. We processed the refund to your credit card on Saturday 2/4 for the amount of $_____ We do apologize for any inconvenience. IN speaking with ***** this afternoon it sounds like everything should be taken care of to both yours and our standard of work. Once again we do apologize. 
  Thanks,
   ***** ******** 
  General Manager
  *****************************
  **************
  513-383-0035-C
  
  
   From: ******* ****** <********************>
  Reply-To: ******* ****** **********************
  Date: Tuesday, February 7, 2023 at 2:11 PM
  To: ***** ******** <****************************** ******** *** ** **** ******
  
  Thank you. The guys that you have here today are doing a great job and going above and beyond. They are catching more errors that the original installer have made outside and inside. I appreciate their work and I hope they get rewarded for the clean up work they are doing. You can tell that these guys take pride in the work they are doing, unlike the first installer.
  ******* *** ******* ******
  
  
  While we were all extremely happy with this result, there was still some minor interior finish work that we needed to complete. On Tuesday 2/14/23 ***** returned and was on site for an hour or less completing this work and making sure the job lived up to your expectations.  Once the finish work was completed, we felt the issue was taken care of and we had completed the work to your satisfaction. Furthermore, you even contacted your sales rep ******* who originally sold you the windows in question,  to discuss options on a new sliding glass door. 
  
  
  On 2/17/23 you called in stating you were still feeling a draft. While we felt the issue had been resolved due to your previous statements and your willingness to contact our sales rep about an additional product, we still wanted to address these concerns and go over the job again. On 2/28/23, **** and ****** returned. The installation and products were gone over once again, and they felt that the windows were installed properly. 
  
  
  We have done everything in our power to assess and rectify the situation in a quick and timely manner, as evident by the 5 service trips listed above. We have acknowledged a mistake by the original installer, repaired those mistakes,  and  now feel  this job is complete and up to industry standards. You have accepted a partial refund that we offered when we acknowledged the mistake. Every phone call you have made, or message sent in via our website app has been responded to. You asked to speak to the President of the company at 430pm on 3/2/23 and received a call by 830am on 3/3/23 the next day. We have accommodated your schedule based on specific day requests that you have made to come at a time convenient for you.  These are not steps taken from a Company trying to hide or walk away from an issue, or forcing people to jump through hoops when a problem arises. If anything, we have been nothing but completely fair and transparent from the beginning.  
  
  
  While understanding that you were now once again unhappy with our assessment done  on 2/28/23, following work you had complimented two weeks prior.  We have offered to bring out a window manufacturer representative from Provia to go over the windows themselves and the installation of the windows. This visit is now scheduled for Monday March 13th, with representatives from AE Door and Window as well as Provia. We are hoping this alleviates any concerns you might have while also showing you that we are not running from this problem. We strive for excellence and while we originally fell short, we feel we are doing everything in our power to make things right.  
  
  
  Thanks,
  
  

  
  

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Feb 23 2022 AE Door was asked to provide a quote to install a garage door identical to an adjacent garage door that was installed by AE Door. AE Door installed the incorrect door that is uninsulated. AE Door wants and additional $4,857.29 for labor to correct the error.

  

  Business response

  05/09/2022

  Good morning and Happy Monday May-9, I will have this looked into and and someone will reach-back out to BBB with our reply this week.

  Thanks in advance Greg

*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. ↩