Acre Replacement Windows — Misrepresentation of relationship with Andersen Windows
Message that I sent the owners sums up my experience:
Matt Mansford left me a message to discuss the order that my husband and I put in last night (and canceled today); however, I was disconnected when I tried to call him back. I was also disconnected twice when I called today for Acre’s fax number so I am going to try and explain my issue via email as that was the only number that I have for ACRE. I received this email address from the Better Business Bureau website.
I was contacted by your sales team and made an appointment for someone to come in and give us a free estimate on windows. The sales rep was very nice and personable and we trusted him. However, we were not ready to sign a contract as we are in the very beginning stages of looking into window replacement amid other projects that we have to complete in the home that we just purchased. We made that clear to the sales rep (Brian). Brian also made it clear that we could not be able to take advantage of your 0% interest for 5 year financing plan unless we signed the papers that night. That made me really nervous but I felt pressured to make a decision as we needed to finance this project. Brian also said that your company was a “premier installation” company of Andersen and represented the company as being a premier company of Andersen windows. Andersen was listed on his shirt and when they called to set up the appointment they said they were with Andersen Windows which is complete misrepresentation. He also said that if we didn’t sign the contract that night, the quote wouldn’t be good and we would lose all the “preferred customer” discounts (which equated to about $9K since our original quote was $38K to replace 19 windows = insanity). The quote was A LOT of money but he said that your company had a low price guarantee and that made me feel better but he did not put that in writing in our packet.
Anyways, we signed the contract as he had been there for 4 hours and it was near 11PM and I was worn out completely and didn’t feel that he was leaving anyways until we did. I really did not have too much time to crunch numbers or process all the information as he was still in our house and I was overwhelmed. I didn’t sleep much as I was extremely uneasy about the price tag (quoted $18, 956 for 2 bay windows and 3 replacement windows or quoted $28K for 19 replacement windows if we didn’t do the bay windows, we then decided to do the house in 2 parts). It became clear to me overnight that a company that did not let you digest and process the prices (or give a complete breakdown) and give you time to think it over as it is a big investment was not worth a financing deal to me- I began to realize the entire deal was shady. I should have realized that when he told me not to tell my neighbors the price that we paid for the windows. (they would have gotten a good laugh as the joke was clearly on us)
I called Andersen Windows directly in the AM and asked them to verify that the company was a premier installer. I learned that your company is not even Andersen certified (I was told by Brian that the installers went there every year for courses) and when I told the customer service the quote that I received- they said that it was absolutely not even in the ballpark of what I should be paying. Brian told me the bay windows were $6K each. If I subtract the $12K (for two) from the $19K quote and divide that by 3 windows- it is over $2K a replacement window. I called a few other companies that installs Andersen windows and they confirmed that the quote was very high. I was looking into the 400 series windows. The highest quote I received for a 400 series replacement was $900. (And these quotes were not from a Home Depot or fly by the night contractor.) That is more than half the price that I was quoted by ACRE. The Andersen rep told me the cost of the actual window was around $500-600 and installation is normally around $60-100. I told them that your company is representing themselves as a premier Andersen installation company and using ACRE interchangeably with Andersen when speaking of your company and it made me feel very misled. They recommended a few other certified Andersen companies in PA and NJ to me that I should feel more comfortable using. The rep was very concerned when I told him about my experience as I was genuinely confused when he was explaining to me that ACRE is not in their system of certified installers nor do they have any affiliation with you.
Bottom line, I am very disappointed that 4 hours of my time was wasted last night, my credit card was charged and a credit inquiry was probably made in my name. I faxed and overnighted a cancellation notice and I am assuming that my deposit will be promptly credited to my account.
Please confirm when you will be processing my credit for our down payment as per the contract as I am entitled to that back in full.
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