Alside Windows review: Customer service for window warranty

We followed Alside procedure and submitted a claim online back in April 2023 for 3 windows we needed fixed. We included a full explanation of what was wrong along with pictures and the Serial # for each window based on what they gave us when the windows were installed. It took about 5 weeks to get an email saying the warranty claim was being reviewed by their Warranty Dept. Then on 5/26 we received an email from Associated Materials that the claim was Approved. Case/Claim Number # [protected] - the letter stated an order was placed and would ship around 6/13/23. We never heard anything after that. My husband called LEI Homes who we bought the windows through and was told the shipment came in and he wanted to schedule someone to come out. They said they'd have Nate call to make the appointment. Nate made an appointment, but had to cancel, said he'd callback to rescedule and never did. WE spend July, August, September trying to get someone to come out to do the install. I finally call Alside directly and speak to Marc, he gets Nate to call my husband to schedule an apt. The day before the finally scheduled install date in October, Nate calls asking if we got the shipment, NO we didn't get anything. He tells they don't have the order. I call and speak to a girl at Alside (don't recall her name) and she says we need to give them the Serial #. Nate is there looking and find part of the order but not the window that was to be ordered. We look for the serial #, I call back the next day and speak to Doug. I tell him it's a stationary window, he says you won't find the serial # he'll check on getting it. I call back the end of that week as I didn't hear back from Doug, he got the Serial # and tells me they never ordered the window and I'll need to call the warranty dept to have them order it. Oh my lord, here we go again. He says give them the Serial # to order it.

I call and speak to one rude, non customer service trained lady.. She tells me she'll order it and it will take 4-6 weeks. I explain we started this in April it's now been 6 months, your telling me another 6 weeks for the order, then we have to try to get someone out to do the work we'll be into next year. She says thats how it is. I say I'd like to speak to someone to escalate this, she says I can't do that. Why, because it's due to your error, says I gave them the wrong Serial #. I say that's the # on the paperwork you gave us. Well I'm sorry I can't escalate it.

I've worked in customer Service for 45 years and this has to be the worse lack of service I've ever received. Bounced from one person to another, no ownership from anyone, nor do they act as if they even care. It's now November, I demanded back on the call with the warranty dept to have an escalation person call me I've spoke to so many people I don't know if Janelle was the warranty person or the escalation person that I was told would call me in 48-72 hours. Guess what never received a call from anyone. Surprised, I'm not. I don't know what else we need to do. All we wanted to do was get 3 windows fixed.

Sincerely,

Kim Z