American Windows, Sunnyvale, CA - trouble with window and sliding door installation service

# 20 for July 17, 2003

Complaints.com received the following on July 16, 2003:

From:

RE: American Windows, Sunnyvale, CA - trouble with window and sliding door installation service

I ordered two windows and a sliding door from American Windows in Sunnyvale California. After having 5 similiar windows installed by a different company, what happened up to the installation was predictable and expected. Installation day was quite different. I entered my house to find two gentlemen of whom I could barely understand. I looked at the top of one of the windows and I could see to the outside between the replacement window and the old frame. I would expect this, but upon inspection of the outside of the installation, the installers had already loaded it with expandable foam insulation. But, why the space ? I believe that since the top of the window was at about 7 feet, the installer did not use a ladder, but rather held the expanding foam gun up to the top of the window and sprayed it. What he did was a good job of insulating the old window frame and nothing else. I asked him to re-do his work and he motioned me to be calm, that he would insulate the inside next. I then called American Windows and all they could tell me was that the installer was less than halfway finished and that I didn't know what I was talking about. To resolve this, I took pieces of paper and positioned them in the space between the old frame and the new window. The installer took the hint and finally insulated the space. It took more than 30 minutes and a phone call from his manager, and my placing paper notes in the crack that needed filling to get this small portion of the job done. I waited for the installer to finish, and when he did, I excercised the windows. I had already spotted this failure. The windows slide left to right. The part of the frame that seats the window was bowed, leaving a 1/4 inch space at the middle of the sliding window.

Sure, with effort, one could close the window, but I indicated to the installer that this was not acceptable. He told me that I should wait and let the window settle in. I told him again it was unacceptable and he proceded to losen the frame from the wall and muscle the frame into place. I with-held payment on the job. Afterall, when they are finished, everything is so nicely covered up and should you

take it apart, you take on the responsibility of having it re-finished. Both windows now stick upon closing. I called American Windows, and their response was weak. They stand behind their installers. I called LBL Windows, the manufacturer, and they stand behind their representative. Two days later I received notice of the mechanics lein on my property. American Windows has not been out to my house yet to inspect the installation, yet they have found it more necessary to notify me of a lein. Although the product may be impecable, the history of American Windows may shine like the Sun, but they do not take any pride in the installation of their windows. The Installation managers name is Vladimir Vaysman. You can talk to him by phone, but he doesn't show up at the site and he keeps saying that he's been doing this for 30 years and never had a problem. The installer was Abram. He speaks very little english, yet Vladimir expects me to communicate to him. The local LBL Rep is Al Nedeau. Attached is a letter he e-mailed me to address the fact that the installation instructions say not to use expandable foam. I have paid American Windows to relieve the lein. I think the quality of their installation is sub-standard. Anyone who is not watching them carefully may have a few surprises in the future. I won't use American Windows again.

Comment On This

To Whom It May Concern:

This is a response to the complaint filed to complaints.com regarded American Windows. First of all I would like to apologize immensely to Joe Noonan for being unsatisfied with the work completed by American Windows. In response to your complaint, I would like to state that though I was the project manager for American Windows, I had no say in the contractors that were hired by the company. My job as a project manager, for the companies and assigning their employee’s to job locations. Abram was an employee for American Windows but does not associate with me or my current company. Before working for the company that I now work, I worked under different companies and with each company’s installers. The installers in train by AAMA and they never used the expandable foam I wish that I could have had more of a say in whom these companies hired but that was not part of my job description. I also had no say in people’s unhappiness with the installers for that was the job of the human res

ources manager. Abram does not work for my company and does not do any form of work for me. His work should not reflect the morale of my company or the image we hope to display. The complaint which mentioned my name, seemed to put the blame on me for the work that was done, however I had no say in the way that American Windows handled its business ethics and thus feel I am unfairly blamed for an unsatisfied customers reaction. As the owner of my own company now, I pride myself on only working with excellent employee’s and manufacturers and do my best to make sure that my customers are satisfied and happy with the work that my company does.

Thank you

Vladimir Vaysman