Customer ReviewsforA-E Door & Window Sales & Service, Inc.

October 2023, I purchased 14 windows to replace existing 1957 metal crank windows. I was aware that the time to make and install would take some time as we discussed these would be custom windows made specifically for the not typical dimensions of my older home. The windows were installed in February, and I immediately spoke to the sales rep Travis that they did not look like they were the correct size. The windows look too small and made to fit openings with rubber trim to hide the spray foam space. In total there is about 4 inches of white frame and rubber trim. I specially told Travis when purchasing I did not want cheap looking vinal windows as I plan to remain in my home for many years. I wanted quality product and look. Within first couple weeks I noticed a hairline crack (stress crack) in-between the pane of a kitchen window, seal failure in two separate bedroom windows, and the front window in addition to not being centered was also not level. In other words, a third of the windows had issues at install in addition to not being correct sizes. After multiple unreturned calls I went to the Eastgate location and spoke to Travis and a technician was scheduled to come to my home on July 29. I walked him through, and he stated he found multiple concerns and stepped out to call his boss. He stated his boss was out playing golf and he would contact me after he spoke to him the next day. I have yet to hear back even after reaching out to Travis again. On September 20, I had a ****** technician out he found that the front window was not installed properly and was able to do some temporary adjustments to make it functional. He stated he reached out to A&E but was not able to reach anyone and they are not returning his calls either. So both the manufacturer and I are being ghosted. I have been working since February with no resolve from AE Window and Door. I would not recommend this company......

****** We are extremely sorry for this experience and doing everything within our power to make sure this is all handled and up to yours and our standard. In going through the information, we do see the windows were ordered on 11/20 and arrived in early December. Upon arrival, We then reached out and scheduled the installation for early February. Due to the holidays, cold weather etc. it is not uncommon for our window schedule to be booked out multiple weeks during the cold months. During the install we did have a mis measured window which resulted in us having to order a completely new window for you. Following the original install on 2/7 we ordered a new window along with a defective part for the fornt window. We then returned on 3/12 to complete the new correctly sized window along with completing a few minor repairs. During this 3/12 visit we did notice an issue with two sashes which was noted on the ticket and new sashes were ordered. However we did want to take a deeper look to alleviate any concerns and reached out to our rep at ****** to make a site visit with Travis to asses any problems you might be having. During this visit Tom recommended replacing a third sash instead of the two original noted by our tech on 3/12. As well as getting a submition to ****** field service to come out and service the large front window you were having a problem with. This work was to be completed by the manufacturers field service team, and they would reach out to you directly to schedule the service along with the sash replacement. While I would like to say we are perfect in every aspect, we are not, and we made a mistake following the visit by Travis and our ****** sales rep. We misunderstood that ordering the sashes would be AE’s responsibility and not ******. It was a lack of communication on our part and we dropped the ball. Upon realizing this we did order the replacement sashes for your three windows as instructed by ****** and left the large window service to the field service team as we were instructed to do. We currently have these sashes in our Cincinnati warehouse and are willing to change them out at your convenience and will be reaching out to do so. If you feel more comfortable with the ****** technician doing that we understand that as well. I was able to speak to the ****** field service technician who was at your home last week this morning. He relayed that a new front window frame is being ordered and will be replaced by ****** as soon as the product goes through the manufacturing process. ****** will be reaching out to schedule this installation. Along with the large front window they will also be providing new screens to the windows you discussed with him during this visit. I completely understand your frustration with this process. At this point the glaring issues seem to be the three window sashes which we can change out at your earliest convenience as well as the replacement of the large front window that will be completed by the ****** field service team. In speaking with them this morning we are going to try and expedite this process as quickly as we can to get this taken care of.

A-E Door just ripped me off for $466. I bought two garage doors from **** ****** They had me measure the old doors to obtain a quote. After accepting the quote ** had an installer from A-E Door come to my home to verify the measurements, which the installer said were accurate. ** sales agreement indicated the installer would advise me during the measurement if any additional work or additional cost were involved, and the installer said no. Several days later, ****** the manufacturer, contacted me that a hold was placed on the order and a 23% increase was added. After requesting an explanation, I was told a board needed to be attached to the garage wall for a spring system bracket. ******** installation manual showed this as a normal part of the installation process. An employee at ** referred to this as a piece of "scrap wood". If this is a normal installation and ** said the price included materials and labor, WHY THE ADDITIONAL $466 OTHER THAN TO "BAIT AND SWITCH"?

Mr. ********* We are following the steps and process set forth by the company you actually purchased doors from, **** *****. Upon receiving an order that was made at **** *****. We call to schedule a site assessment to measure and verify the doors are the correct size along with the track radius, color of the doors etc. This is to ensure you are getting what was ordered by the **** ***** store and to also ensure a smooth installation when the verified product arrives. If you had purchased doors directly form us this would have all been done on the initial visit by a sales rep and explained at that time . For **** ***** we send out our Installation Foreman to measure and assess the job site then this info is returned to **** ***** for any possible changes to door sizing, colors etc or if any additional work is needed which in turn can affect pricing. What is explained by **** ***** in the store at the time of purchase is not in our control. Per our Foreman your openings needed to have spring pads installed to concrete in the garage to ensure that the torsion spring system can be installed properly. The spring is vital to the door operation, being the actual part that allows the door to move up and down. Springs must be mounted level and in line with the existing back jambs to ensure proper door operation. Since your current openings do not have this piece of lumber it needs to be mounted to the existing concrete in the garage. The addition of spring pads is noted on the document you signed following the site inspection and was returned to **** *****. Then the additional cost was given to you. Mounting and anchoring the wood to concrete consists of additional material cost and additional labor which in turn costs additional money. Possible add ons or additional cost should have been explained to you at the **** ***** store at the time of purchase, once again we cannot control what is relayed to you the customer in a **** ***** store when a purchase is made. Our job is to ensure the job site is ready, the door is ordered the correct size, color, and with the correct track to ensure a complete professional installation is done when the door or doors arrive. Stating that AE is ripping you off is blatantly false and not a fair assessment of the situation. It should have been relayed to you by **** ***** during your initial purchase, that the sale at the store is not final and cost can change upon a site inspection. Yet we are bearing the brunt of that mishap made in a store that we had no control over by trying to ensure that your job is done to the best of our ability, and everything is installed properly. Aaron H******* General Manager

Your recent comments FROM YOUR OFFICE PERSPECTIVE are what you THINK OCCURED or what SHOULD HAVE OCCURED. Clopay and ********** have a business relationship to sell garage doors, but you now seem to want to distance yourself from your partner.As a consumer I was given 3 papers in relationship to this sale and site inspection. After my conference call with Clopay I now found out I should have received 6 pages of documents, and yesterday I went to HD to pick up a copy of the entire folder and was given 27 pages (FOR THE FIRST TIME). If you want to debate the failure to provide state required notices, such as the lead paint warning, just let me know and I'd be glad to pursue this further.I think you screwed up enough, but the decision is yours. I CAN'T WAIT TO SEE WHAT GETS MESSED UP ON THE ACTUAL INSTALLATION!

On 7/8/24 a rep from provia came & fixed my patio door. I can now open it with one hand and the sound isn't as bad as has been. He found the weather stripping was causing some of the noise, he replaced & adjusted to where it would not hang up on the top of door. I believe he may have put some spacers in the top of the door to align correctly with the lock. I am totally satisfied with the corrections he made & am well pleased, a very pleasant man & cleaned up after the corrections were made. Thank You!!!

Thank you for following up and letting us know your issue has been resolved and you are now happy, thank you again. We will now close this ticket

I used A&E Door in Florence 3 times before I had a patio door installed. What a waste of money that was! I paid 2550.00 for what was supposed to be a ****** ****** model 6512 patio door but a tag months later, fell off which stated Series ****** so I really wonder did I receive the ****** ****** model 6512 patio door. A technician came back a few months after installation because the door made a screeching noise and was hard to open. He raised it a bit & said to use 2 hands to open. What a joke. I would advise to look elsewhere for an installation of a patio door.

******hi We are sorry to hear about your concern with the sliding patio door installed in 2021. I can assure you that you did receive a ****** ****** **** sliding patio door. Attached we have included the purchase order from ******, which clearly states the product type, size, and even includes your last name as a reference to the P.O. that we used when purchasing. You can cross reference your order number ******* which would be located on a sticker that is inside the frame on the top of the slider where the door runs. We have also reached out to ****** in reference to the S7500 sticker you are referring to. We as well as ****** is unsure of what this sticker is. We would be more than happy to investigate it further if you canshare a picture with us. Per our records your sliding door was installed in April of 2021. We made one return trip to your home in August of 2021. During this visit the strike plate for the lock was adjusted as a no charge service included in your one year labor warranty. We have not been to your home since this date in 2021. If there was an issue in operation or the service you received was not sufficient we have not heard any complaints or calls made to our service department, or even your sales rep. Generally any issue with installation will occur quickly following install. In this case a minor adjustment had to be made to the locking mechanism 4 months following install. . Our install foreman made the notes concerning the service and did not note that we would need to return, or there was anything wrong with the install or the operation of the door. There is a copy of this ticket included with this email showing our Foreman’s notes. We take any issue with the BBB very seriously and do our best to address any issues that may arise, we have an A+ rating for a reason and we stand behind our work and our products. In this case, it is concerning to hear of a complaint 3 years following an installation in which we had not been called or notified in 2 years and 7 months following the installation. We would be more than happy to have a tech come out and look at the issue however we would charge a service call since the labor warranty expired in April of 2022 one year after installation. Aaron H*******