>> Back at 6.42. When you pay
money for product, any sign a
contract you expect to get what
you paid for, especially if
it’s thousands of dollars.
This morning, a popular window
companies accused of taking
customers money and then
ghosting them for months.
Some more than a year.
>> Investigator Amy Davis has
discovered this happening to
several customers. They reached
out to for help.
>> Yeah, absolutely. I mean
the customers who contacted
us were in just concerned about
the way. Yes, they wanted their
windows. But while they waited,
they want answers someone to
return their phone calls and
keep them updated on the status
of their orders.
>> I think we probably can save
money in the long run. If we
just get double pane windows,
you know.
>> Gary and Larry Herman needed
new windows for their
Montgomery County home. A sales
rep from America’s choice
Windows made a visit.
>> They offered what I felt was
a fair price. So and the
salesman did see knowledgeable.
>> They paid $3600 in May of
2022. 0st half of the order
they were warned upfront about
a weight. He said you’re not
going here for a while. So but
we waited 2 or 3 months.
We started making a few phone
calls.
>> And they would we’ll call
you when we know something.
Now it was time by September.
They should have been
installing them.
>> Every time we call we were
promised they would look into
it and get right back with
this. We have never had one.
Not one return. Call.
>> Never now. Almost a full
year since that first payment,
nothing and they’re still out
all of that money.
>> Every dollar counts for us.
Just like any other families.
>> The Herman’s are not alone.
Common customer complaints
include poor communication
installation delays, damage to
home or windows and customers
paying money and not receiving
updates.
>> It’s the supply chain.
It’s boats waiting from China,
deliver.
It’s labor. We haven’t got
crews. it’s other things on the
supply chain getting. And it’s
it’s it’s all us. But you
missed one element. It’s
talking to your customer who’s
paid 5, 6, 3, 4, 5 big figures
to tell him what’s going on.
>> The complaints are so bad.
The Better Business Bureau
revoke the company’s
accreditation. They have an F
rating in just one out of 4
stars. When the people who are
paying you money legitimately
just want windows that they
really just want to put their
windows in their home.
>> If I have the most certainly
would when no one from
America’s choice Windows return
our calls or emails. We dropped
by their league city office
owner Trey Martin said the
Herman’s windows are specialty
custom windows and they’re
still being made in Ohio.
You don’t have it. So give me
some sort of timeline of when
you might. And that’s what I
don’t. If I can give it to
them, I would. But it may be
a fracturing.
>> Doesn’t give me an ETA,
which is the biggest hurdle
since COVID.
At a a news camera crew here.
>> Martin called the
manufacturer’s representative
to back up his story delays
on special order since COVID
are unprecedented and real.
But when we asked when anyone
at America’s choice had last
spoken with the Herman’s about
their order, he said it was
November our refund their money
back to them. Okay. If they
want, I believe that is how do
we fund their money back?
And while we waited, he caught
the refund. Check for $3600.
>> And it didn’t take the
course we wanted to. But things
happen. We want to make an
arrest.
>> We should mention that
Martin thinks the DB only gave
him an F because he refused to
renew his membership as an
accredited business. The BBB
maintains it wouldn’t accept
his money and instead revoke
the company’s license for
failing to respond to customer
complaints. That stuff.
>> It is that we have heard
about supply chain, right?
It is. There are other window
companies as well. There are
delays. I mean, I think the
bigger picture in this case was
sort of with the BBB, said what
the customers are saying is we
just want somebody to tell us
like we know it’s taking a
while. We’re still yeah.
Let us know. We’re still as
Yeah. Well, you know, that was