Renovation Nightmare: A Cautionary Tale of Incompetence and Delays
UPDATE: Despite AM's response below I have communicated with them regularly via email and made further payments to this project. The photos accurately reflect AM's work as you can see their logo in the photos. AM has pushed blame to the manufacturer when in-fact many issues has been their installation (again, shown in the photos). AM has also threatened legal action against me as this review is causing them damages. Despite no further work being completed to fix the damages AM will also not discount anything off the total bill. I hope to come to a resolution with them.
As an experienced professional in residential property renovations, I strongly advise against using AM for any renovation projects. This detailed account of my ongoing experience with AM should serve as a cautionary tale for anyone considering their services.
We own a family cottage in Tobermory, Ontario, built in the early 1990s, and decided it was time to replace nearly every window and door, including five patio doors, over ten windows, and one main door. After meeting with Zach, their sales representative, we were impressed by the quality of the windows and doors demonstrated, including a live blow torch test. We agreed to the contract in September 2023, with the understanding that the work would begin before the end of the year. However, the positive experience ended there.
By January 2024, no work had commenced despite multiple promises from Viki, their project manager. After escalating the issue to Andy, the VP of AM, work finally started around January 20th, delayed due to supposed manufacturing issues.
The initial installation of the upper floor windows revealed numerous problems:
- Overcutting the vinyl siding.
- Breaking a chandelier by the front door during window delivery.
- Inconsistent application of spray foam, resulting in gaps and overfills.
- Damage to the vinyl siding.
- Leaving gaps around windows in the middle of winter.
- Wavy and uneven drip flashing installations.
- Faulty patio door locks and damaged foot pieces.
Despite documenting these issues and communicating them to Andy, who promised resolutions, the problems persisted. When work shifted to the basement, the poor quality continued:
- Failure to clean up pooled water, causing damage to non-pressure treated wood.
- Severe overcutting of the concrete block.
- Incorrect installation of a casement window (wrong orientation).
- Demolished concrete block around window.
- More gaps in the spray foam, again during winter.
Andys assurances of fixing these issues led to more delays and excuses. When they attempted to install a 16ft patio sliding door upstairs, there were more issues:
- The patio door would not lock or align correctly.
- The door header and frame were uneven.
- One sliding door would not open properly due to misalignment.
- The doors failed to seal properly.
- Missing weather protection strips and bumpers.
Upon further investigation, I discovered that despite Zachs claim that they manufactured their own windows, the actual manufacturer, Stage Windows, identified the installation issues as AMs responsibility as per their written report.
After seven months and 35% payment, the project remains incomplete with persistent issues. AMs failure to deliver on their promises has caused substantial delays and frustrations.
I strongly advise against using AM for any renovation project. Their lack of professionalism and quality workmanship has been evident throughout this ordeal.
- Approximate cost of services:
- $65,000.00
- Company Response
Cyrus
We are very disappointed that you chose to post multiple negative reviews before responding to your email regarding payment, and are now no longer answering us via phone. Also posting incorrect photos of the current state of the project as these were all rectified or mid way through project.
Like we have stated in our many previous emails we understand and have answered all of your concerns but also feel it is very productive to be transparent. We have always communicated with you and went above and beyond to get your project completed and keep you happy.
As we let you know the issue with completion is related to a manufacturers defect on the patio door. We want to get this project done as much as you do as we’ve been waiting on payment and have paid all labour and materials on your project.