ACRE Replacement Windows

The salesman was very nice, but we felt like when he came to our house on October 5th, he wouldn't leave until we signed a contract. He was at our home for a free estimate for close to 3 hours at night and would not tell us the estimate until hours of pretty much telling us that we won't find anything as good anywhere else. We overall felt a bit pressured into signing the contract then and there, as well as making an initial 1/3 deposit, as we were told we would only get discounts if we did that. Due to other expenses that arose after signing the contract, we contacted the company to cancel our order, and we were told that we would not be refunded our initial deposit even though our windows had not been made yet. We realize that we canceled outside of the contract period of 3 days but were upset that we would not get our deposit back, as it was a lot of money. We hope to get some of our money back.

Here is our story. In May 2015 we signed and purchased 23 windows for a home remolding job. The property is on a corner lot and so we wanted noise reduction and went with triple pane windows. Extremely expensive windows. The day of installation 3 windows were smashed. One was cracked and still had to be installed because they ripped out the old window before the the truck with the windows arrived. To this day now October 13th, 2015 it has not been replaced! Also the initial guy measured 4 windows wrong and they had to come back. The initial scheduled 2nd appointment no one showed up or called to say they weren't coming. Very poor communication on their part and they seemed to not really care I had to reschedule or that they did not show up. They did eventually reschedule and of course made the wrong size window to fit the cracked one and hence we still do not have the replacement. I later noticed that on two of the windows I have are double glaze not triple glaze. Whenever I try to call the office or leave a message no one gets back with me. I have since discovered they utilize a finance company (Green Sky) so that they receive all of their money up front in what I would consider a bit of deception. I wanted to pay 1/3, 1/3, 1/3 cash and was told I had to use their finance company. Now I know why. They have a contract that is on the back of the form you sign stating the finance company can only withhold 500. So you as the customer lose your right to withhold funds even if the job was done wrong. My wife and I are not sure what we are going to do about this but I am writing to tell others to be very careful with this company. The windows are very expensive and personally we did not get what we paid for. The worst part is the extremely poor customer service, not returning calls, and their plain arrogance of we will fix it because we are not like other companies as a verbal statement is a lie. We had our whole house remolded a complete gut job. The windows were the first thing to go in and everything else is done now except the windows. We had new floors put in, a new kitchen and two new bathrooms, sheet-rocking of the entire house along with complete rewire and insulation as well as new baseboard heat. It is all done yet the window guys in particular Matt will not return calls or let me know what is going on except to say you will have your window in before you make your first payment. We are paying this entire bill due November 5th because if we don't you get slapped with unreal interest charges. I will file a similar complaint on every complaint board or website I can find as well as with the BBB. It could have all been avoided if they communicated with me properly and did not seem underhanded. Personally I would not recommend using this company period. It is a bad company hiding behind Anderson's good name and Green Sky finance. DO not use them! You will regret your decision if you do.

Back in April we receive a quote from ACRE to remove a large window do some resizing and install a door (Anderson). We signed the contract and the salesperson was very nice and helpful. We gave a deposit at the time we signed the contract and were very excited to get the project started. An ACRE representative can out about a week later to do measurements this gentleman complained the whole time and clearly felt the sales rep sold is something he shouldn't have. After that visit we heard nothing for weeks, we checked the online tracking system only to discover their had been no progress a good 5-6 weeks after we signed the contract. When we called we got a bit of a run around and were told that we needed to find our own mason to do some of the construction, which we were uncomfortable with since the work was supposedly guaranteed start to finish by ACRE we were afraid if we had our own mason and something went wrong it would be an issue. Several weeks later after again hearing nothing we called and left multiple messages and got no call back finally after 10 attempts we got through and were told they had a mason and would be in touch, that was back in July it is now September and we still have heard nothing, we have called left messages that we would like our deposit refunded to no avail. This company has no business acumen and are thieves please think twice before contacting them, the experience has been nothing short of dreadful and we are still out nearly $3000, and being ignored by the companies "managers"

DO NOT USE THIS COMPANY! THEY WILL STEAL YOUR MONEY AND YOU WILL NEVER HEAR FROM THEM AGAIN !
This is an e-mail sent to the supposed manager/ owner- MATT MANFRED
It spells it out how horrible they have been. SERIOUSLY- DO NOT EVEN CALL THEM!

To Matt Manfred,

I guess you must think I am a total ### because I have believed you each and every time you have told a lie- like every time I was told I'd get a phone call back, or when you told me that your lawyer was drafting the "release of contract" paperwork so that we can wash our hands of you and your company and that it would be e-mailed to me within a few days ( 3 weeks ago), or when I spoke with you last week- if you recall, you must have recognized my phone number from me having to call there so often that you answered personally "Hi Megan"- and you told me that you were not going to wait for your lawyer any longer and that a check was issued that day ( 6/7/13). And now a week has passed without a check.
I must say neither myself or my husband are shocked that a check never came. It can't be because you don't have our correct address because your company easily found our house when they came out 3 different times. Let me refresh your memory:
The first time was to sell us a door that doesn't exist and to collect our 1/3 of the total- ~ $1300. (You are really good at cashing checks so you have that going for you.)

The second time was the project manager who told us very casually that the door we signed a contract for doesn't exist.

The third time was to sign a new contract for another door that doesn't exist.

If you remember, on one of the few times I was able to reach you, you apologized and admitted that your company sold us a door that doesn't exist, twice. You then told me that your company does not run this way. Well, it absolutely does.

I am seven months pregnant- you think I need this stress right now? I will not give up. You cannot seriously expect to steal $1300 from us and we will just let it go. Maybe that's not a lot of money to you, but I have a door that needs to be replaced. You are now responsible for that fact that I have an unsafe door in my house for my toddler.
Again- I'm not just going to let you keep the money. Being very pregnant, I have lots of things I need to get done, but I will gladly take the time to get our lawyer involved, contacting the Better Business Bureau about you, and, if necessary, small claims court. I will also resort to contacting our local news stations to expose your ways of handling people and stealing their money. One thing I can check off the list is contacting Scott Franzke to let him know exactly what kind of company he is endorsing- I don't think he had any idea what he is representing,

Just send the check- apparently every time I try to call, you are in a meeting, or with other customers. If you are so busy, do you really need our check?

I have records of every time I've called your company, my first e-mail, and your voicemail apologizing to me, and now this spells out my frustration pretty clearly. Maybe I'm just one in a long line of customers that you are dealing with in this way. I wouldn't be surprised from the website I've read,
http://www.complaintsboard.com/complaints/acre-replacement-windows-misrepresentation-of-relationship-with-andersen-windows-c619243.html

I think you would have to agree that my husband and I have been more than patient with you. Please be assured that I will not give up. While I have not ever personally had to deal with such an awful company before, I have friends and colleagues who have, so I have plenty of resources and recommendations to take the necessary steps involved to get our money back.
Get it resolved quickly before I have to proceed with my above plan.

Was quoted a price for White French doors ($7900) on 10/20/12 but told I would not receive discount ($1500) unless I ordered that day which was significant . The next day was too late to change my mind since my credit card was already charged 1/3 of the price so I thought that I would at least get good service and a quality door. Since I live in a Condo with rsstricted laws I asked for White exterior and would paint the inside myself to match interior frame work. After multiple time calling them for appts to measure and install beginning 10/23/12 the final install was on 3/2/2013. The color which does not match the rest of the complex and is really a cream color or beige and argued that it was their Anderson white so I'm stuck with it. Also since it was a customized door when they measure I asked if they would measure the glass to fit my window treatments like the one that was replaced and they assured me that that would happen. However the door is 4 inches longer than my window treatments. I have also called repeated times to have them repair the shoddy work on the WHITE caulking on the siding which did not adhere and does not match the so called 'ANDERSON WHITE' framework. So far I've made 3 appts to no avail. They just don't show up and when I call they say that they have a late meeting or someone called in sick last minute. But unless I call to find out where they are noone in the company informs me of the 'NO SHOW'. Don't know how they remain in business but I am still at a loss for unsatisfactory work and the verbal agreements that they will tell you just to assure the sale and after that you are on your own.

I hope that someone that manufactures Anderson comes to my rescue and completes my sale with satisfaction as they have lived up to all their products in the past.