Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/31/24 I purchased impact windows to replace all the windows in my home for $30,996.00. The job was supposed to take 1-2 days and it was just completed after negligence in ordering all supplies and then failing county inspection and waiting months for resolution. While installing my new wall windows without advising me they removed my ****** and brackets and now refuse to put them back up.I now must bear the expense of having them rehung because after a broken wrist and 4 surgeries I am unable to re-hang these blinds. One of their supervisors first stated they would re-hang my blinds and now they say they refuse. They need to take responsibility for re-hanging my blinds. This has been an awful experience.

  Business response

  01/16/2025

  Hello *****,  
  
  Thank you for reaching out and sharing your concerns. We want to sincerely apologize for the challenges and delays youve experienced throughout this project. 
  
  We have scheduled a return visit to address any remaining issues with your windows. Regarding the removal and rehanging of your blinds and brackets, I want to clarify that this step was necessary to complete the installation process. While reinstallation of blinds typically falls outside the scope of our standard services, we recognize the unique circumstances of your situation and the frustration this has caused.  
  
  As a gesture of goodwill and to help resolve this matter, we will ensure your blinds are rehung during our next visit. Our goal is to leave you completely satisfied with the finished project.  
  
  Thank you for your patience, and we look forward to resolving this to your satisfaction.  
  

  Customer response

  01/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  It would have been professional and kind if they advised me of this resolution.
  When the final visit was made my sister asked for help from the installer.
  This was handled very poorly and Im glad its over.

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  11/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unprofessional, destroyed multiple things on our property, failed final inspection for missing screws, they did not use drop cloth on our white carpet, came in our home with muddy work boots. The walls in our garage that are concrete are cracked completely out several feet from the window, One of the windows that is installed in our garage is actually cracked and broken upon install. they put a ladder in our master bathroom tub and stood on it breaking the tub and piping, They dropped a heavy tool which cracked our tub, we had to pay for it to be repaired and from them putting the ladder in our tub they cracked the drain and piping to the ground which cost $1800. They did reimburse us for that and that only. They destroyed our brand new landscaping their manager said they would replace it, but the company denied it, Their men threw their huge ****** guns away in our little small garbage cans in our bathroom, we even provided them with booties, when they were done installing the windows, one of the windows was leaking and damaged the wall in my sons bedroom and it was coming out of the outlet, they cut through our pre-wired security system because they cut outside the windows into the actual home,We removed all of our security tabs on the window prior for install so they wouldnt damage anything, We had to get that entire exterior repainted because the damage was so severe They couldnt even match the paint because our house was nine years old and it was faded, The caulking done around the windows inside was so bad We paid our Painter to redo it, we also paid our painter to caulk the windows on the exterior because the caulking job was so Bad inside and we knew the painters would do it the right way. We had to call our security company out to the house to fix the damage to our security system and they could no longer do pre-wired settings. We had to do Wi-Fi which we absolutely hate because in order to properly pre-wire our home again, it wouldve been over $20,000

  Business response

  11/25/2024

  Thank you for sharing your concerns. I want to take a moment to address the issues youve highlighted and explain the steps weve taken to resolve them.
  Regarding the bathtub damage, you are correctthis was identified, and the crew lead personally paid for and managed the repair. We also acknowledge that the security wiring and landscaping were affected during the installation process. These matters were carefully reviewed in several internal discussions, and we concluded that referring to the original Product and Installation Agreement would clarify the scope of responsibility for these items.
  To address the situation, we took steps to cover all cleaning and repair costs, including additional compensation to help alleviate the inconvenience caused. Please know that while we deeply regret the disruptions to your home, we take great pride in the professionalism and diligence of our crews. Construction projects of this scale can sometimes lead to unforeseen challenges, and we strive to be transparent about those possibilities in the Agreements we provide.
  We are committed to maintaining the highest standards of service and care for our customers. Your feedback is invaluable as we continue to improve. If theres anything further youd like to discuss, please dont hesitate to reach out.

  Customer response

  11/26/2024

   
  Complaint: 22598223
  
  I am rejecting this response because:
  

  Most Recent Message

  Date Sent: 11/26/2024 7:18:25 AM
  Thank you for your response. While we acknowledge that a portion of the final bill was discounted, it did not come close to offsetting the additional $20,000 we were forced to spend to repaint the entirety of the house repair we neither anticipated nor requested to have our home look whole again. 
  
  
  Regarding the bathtub, your company initially denied responsibility for the damage, compelling me to provide photographic evidence. Additionally, I had to point out that the manager sent to evaluate the damages clearly observed and confirmed the bathtubs condition during their visit prior to having any additional company repair the tub. Then I had to hire a second company a plumbing company who in fact confirmed that what the window installers did broke the piping to our tub. That is now two companies that I had to hire. One to fix the crack in the tub caused by dropping a heavy tool and a plumbing company to fix the piping. Despite this, your company attempted to shift blame onto the individual hired to repair the bathtub, effectively absolving itself of accountability. Only after considerable effort and persistence on my part did your company agree to reimburse the $1,800 repair cost.
  
  
  As for the landscaping and the wiring of our home, while we understand that your company provides a disclaimer absolving itself of responsibility, we trusted that every reasonable precaution would be taken during the window installation. Instead, our home was treated with what can only be described as blatant disregard, as though it were uninhabited and devoid of value. No one from your company adequately prepared us for the state of disrepair both inside and outside that we would encounter postinstallation.
  
  
  I have discussed this matter with neighbors, friends, and familymany of whom have also had windows installed by other companies and not one of them has endured anything remotely similar to the appalling experience we faced with your company. To make matters worse, your own manager, captured on our security cameras, stood outside our home and offered a profuse apology for the destruction of our landscaping. This was no small matter, as we had recently invested over $3,000 to have everything in our front yard completely redone by our landscaper because we had just recently moved into the home. Despite the clear acknowledgment of wrongdoing and the assurance that your company would rectify the situation, we were later informed that no such commitment would be honored, effectively accusing us of fabrication.
  
  
  We are fortunate to have the financial means to address these damages independently, but it is the lack of respect and accountability exhibited by your company that I find most troubling. The repeated denial of responsibility, the shifting narratives, and the dismissive treatment of our home are unacceptable. On top of everything, we incurred additional expenses to have painters recaulk and correct the substandard workmanship of your team a fact that is well documented in photographs.
  
  
  Initially, I refrained from sharing my grievances publicly, as I preferred to resolve this matter directly. However, the sequence of events, the dishonesty, the deflection of blame, and the unnecessary hurdles to secure even minimal reimbursements compels me to speak out. No individual or family should have to endure such extensive internal and external damages to their home as a result of a window installation.

  
  Sincerely,
  
  ***** ******

  Business response

  11/26/2024

  Thank you for reaching out. We would like to address your concerns and clarify the steps we have taken to resolve the issues raised during your project.
  As outlined in the agreement you signed, "*** is not responsible for any damage to bushes and greenery. *** is not responsible for alarm wires. The customer will be responsible for any painting that is needed."
  Despite this, we went above and beyond to address your concerns by covering the cost of a new security system, repairing the bathtub, and providing compensation for carpet cleaning and any related inconveniences. We recognize that window replacement is a significant construction project, and while unforeseen issues can arise, our goal has always been to maintain open communication and address any challenges promptly. To that end, we resolved all issues brought to our attention at the time.
  On April 16, Mr. ****** confirmed that the matter was considered resolved. We are therefore surprised by the recent claims, which appear to revisit issues that had already been addressed and compensated for. Additionally, we have noticed disparaging remarks about our company being shared across multiple platforms. This is disheartening, especially after our efforts to resolve all concerns in good faith.
  Painting costs cited at $20,000 are not in line with industry standards, and we would appreciate an opportunity to understand your perspective and discuss this further. While we are always open to constructive conversations to address unresolved concerns, your current approach seems more focused on damaging our reputation despite our continued efforts.
  We remain willing to engage in a respectful dialogue to understand your concerns and explore solutions if needed. Please feel free to reach out to discuss this matter further.

  Customer response

  12/02/2024

  We made the decision to cease communication with your business after essentially being accused of dishonesty. Being labeled in such a manner is not only offensive but also deeply unprofessional, and it makes it impossible to trust or continue any dealings with your company
  Regarding your claim about comments made on multiple platforms, I would appreciate it if you could provide clear proof to substantiate this accusation. Please present evidence of where exactly these alleged false statements have been made and on which platforms. 

  The fact that we are even having this discussion is a testament to the deterioration of trust caused by your companys actions. I expect transparency and accountability from a business, neither of which I have received. 
  
  
  

  
  

  Customer response

  12/02/2024

   
  Complaint: 22598223
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 12/2/2024 2:34:33 PM
  

  We made the decision to cease communication with your business after essentially being accused of dishonesty. Being labeled in such a manner is not only offensive but also deeply unprofessional, and it makes it impossible to trust or continue any dealings with your company
  Regarding your claim about comments made on multiple platforms, I would appreciate it if you could provide clear proof to substantiate this accusation. Please present evidence of where exactly these alleged false statements have been made and on which platforms. 

  The fact that we are even having this discussion is a testament to the deterioration of trust caused by your companys actions. I expect transparency and accountability from a business, neither of which I have received. 

  
  
  Sincerely,
  
  ***** ******

  Customer response

  12/03/2024

  Im completely drained and honestly just want to end all communication with this company. At this point, continuing this back-and-forth feels pointless and unproductive. Ive said what I needed to say because I felt it was important to document my experience mainly so no other family has to endure the extensive damage, both inside and out, that we had to deal with. While Im grateful we had the resources to repair the harm done to our home, the entire process has been utterly exhausting and mentally overwhelming. I am done feel free to close this out. 
  
  
  

• Initial Complaint

  07/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  December 2023 there was a serious leak in a window they installed last February. This leak caused water to flow out the cabinets, light fixtures and electrical outlets. We had to use towels to try to contain the water from invading the walk-in closet and out into the kitchen. The window was not properly sealed upon installation. During the next several months, there were crews removing the drywall, insulation, carpet and cabinets which were contaminated with mold and had massive water damage. Neighborhood Windows was informed the next morning after the damage and keep in the loop throughout the cleanup and repair process. With the extensive cleanup and repairs finally completed, they have refused to honor the installation warranty signed with the installation contract. As it stands now, the warranty they represented on their contract is a worthless piece of paper. There was over $ ********* in damages and repairs which they refuse to cover. They have been presented with a complete timeline of repairs with documented costs of the repairs. The damaged rooms were not livable during the repairs and with having to replace the cabinets, carpets and drywall. this displaced us for over 4 months. The company was keep informed of all repairs during this process. I was hoping I was doing business that honored their warranties. It seems this is not part of their business plan.

  Business response

  08/01/2024

  Hello Mr. ******
  
  You reported a leak following the completion of their project and attributed it to Neighborhood Windows and Doors (NWD). However, it is important to note that the window in question had a pre-existing leak, as acknowledged by you (the homeowner) to our salesperson, crew, and project manager (all documented). The homeowner was aware that sealing and painting the stucco around the window were their responsibilities, yet these steps were not completed, potentially contributing to the ongoing issue.
  
  **Timeline of Events:**
  
  - **02-13-23:** Installation began.
  - **02-17-23:** Inspection passed.
  - **12-18-23:** NWD was notified of the leak, nearly 10 months post-installation.
  - **12-20-23:** NWD sent a crew to inspect the leak and observed that the stucco was never painted or sealed. They sealed the stucco to the window edge, but painting and sealing remained the homeowner's responsibility.

  
  - **12-26-23:** NWD assistant inspected the work; no issues were observed.
  - **01-04-24:** NWD project manager conducted a water test on the windows; no leaks were detected. The tenant was informed again about the need to paint and seal the stucco (documented several time).

  
  - **01-30-24:** NWD replaced the glazing bead and inspected the area near the leak. The stucco still had not been painted at this time.
  - **02-09-24:** Email correspondence between NWD and the homeowner began, where the homeowner once again admitted to leaks occurring over the previous 40 years. These communications are documented for verification.

  
  - **02-15-24:** The homeowner informed NWD via email that they were out of town and would contact us after returning and completing restoration work.
  - **06-10-24:** NWD received a packet from the homeowner with receipts and information regarding the restoration work. We informed the homeowner that **** was out of the country and that we would review the information upon his return.
  
  Despite our efforts to address the situation and clarify responsibilities, the homeowner is now posting negative reviews online regarding our warranty responses. We remain committed to resolving the matter professionally and transparently and encourage open communication to address any ongoing concerns.

  Customer response

  08/01/2024

   
  Complaint: 22006159
  
  I am rejecting this response because: I tried to work with Neighorhood Windows from the beginning and kept them informed from the start. One of the reasons I installed new windows on the house was because in the past this window had a slight leak during heavy rains.  When meeting with the company it was decided to replace the window frame because there was slight water damage and it was decided to make sure there was no problem in the future.  The company reframed the window before replacement, then installed the new window.  There was a need to add some of the stucco at the window due to the construction of the new frame and installation.  This window leaked from the day it was installed, but was not able to find and determine the extent of the leak until a heavy rain storm with wind caused the window to leak so bad that there was water flowing out the cabinets, electrical outlets and switches.  The company was then notified about the problem.  From the start they started making excuses that their installation was not at fault.  ********** was witnessed resealing the window properly along with an addition window that was not properly sealed in the beginning.   They blamed the leak on not painting the stucco which they installed.  Any professional contractor will tell you that their excuse of not painting the stucco did not cause that major of a leak. They also had to replace some of the trim around the window that was defective.  Almost all of the stucco they install was over pervious stucco that did not leak before and was painted. It was not up to me to seal the window after they applied new stucco in the  area around the window which they replaced.   This is just another excuse they throwing out to keep them from honoring their warranty.

  I contacted them during the complete process to repair the damage their poor workmanship created.  I texted and emailed them when the repairs were completed.  I contacted them many times to resolve this issue and from the first of June to almost the end of July I received nothing toward coming to a solution or even contacting me to reach a solution.  Finally after these multiple attempts, I did post that this company did not honor their warranty.  I also plan to contact one of the local TV stations to help resolve this matter, since they have not been responsible, to respond and honor their warranty.  They seem to only respond to outside parties concerning this dispute.  With the same lame excuses not to honor their warranty.

  
  
  Sincerely,
  
  ****************

  Business response

  08/12/2024

  Hello ****,
  As previously discussed, and as documented in our communications, there were known leaks before our project began. Your tenants also informed us of the severity of these leaks prior to the start of our work.
  Your project passed the local city inspection, which confirmed that the installation met the State of Florida's guidelines and product approval requirements. No issues were detected during the inspection that would indicate any concerns with our workmanship.

  
  Nearly 10 months after the project was completed, you notified Neighborhood Windows of a leak and began submitting invoices for work that we were not previously informed about. While we have made efforts to address your concerns, you continue to assert that our workmanship is faulty and submit invoices for renovations related to pre-existing conditions.

  
  As outlined in your contract, and per the specific contract language below, Neighborhood Windows is not responsible for any pre-existing conditions or water intrusion.

  Customer Protection of Property. Customer shall be solely responsible for any damage to curbs, walkways, driveways,

  structures, septic tanks, HVAC, utility lines, pipes, gutters, landscaping, appurtenances, or other real or personal property at
  the project location during construction. Contractor shall not be responsible for cracks of any kind in the ceiling due to the
  performance of Contractors work on the property. Contractor shall not be responsible for any damage caused by dust or
  debris caused by Contractors work. Contractor shall not be responsible for damage to person(s) or property caused by nails,
  window materials, or glass, on the property, and Customer shall take the appropriate precautions to protect the property and
  persons from same. Customer agrees that under no circumstances shall Contractor be held liable for water intrusion that
  occurs from the date Contractor commences work on the project through the date of completion of such work. During the
  course of the window work, Customer agrees to hold Contractor not liable for water intrusion that occurs from the date of
  commencement of window repairs, remodeling, or other window services through the date of completion of such work.
  Customer shall be responsible for damage to lighting fixtures, mirrors, pictures, frames, and other such items not customarily
  permanently affixed, as these items can fall if not firmly attached to the wall or ceiling. Customer shall secure and protect all
  personal items in advance of construction and shall protect or remove all wall hangings until the work is complete. Contractor
  shall not be responsible for lost, stolen, or damaged personal items and wall hangings. Unless otherwise specified, there is no
  specific completion date for Contractors work. Contractor will perform the work within a reasonable time and in a
  workmanlike manner. The cost for testing and abatement of asbestos and lead is the sole responsibility of Customer. As part
  of the ******************** process, odors and emissions from products will be released and noise will be generated. Customer shall
  be responsible for indoor air quality during the work and shall hold Contractor harmless, indemnify and defend Contractor
  from any and all claims, actions, proceedings, and complaints arising out of or relating to fumes, odors, and/or the indoor air
  quality during Contractors performance of the work.

   

  Pre-Existing Conditions. Customer acknowledges that Contractor will be repairing work that was previously damaged by
  mold, water, termites, or other conditions (Pre-Existing Conditions) unrelated to the work performed by Contractor.
  Accordingly, Contractor disclaims all liability for all claims, disputes, rights, losses, damages, causes of action, or
  controversies (Claims) pertaining to Pre-Existing Conditions, whether those Claims arise in law, equity, contract, warranty,
  tort, or federal or state statutory claims. Customer is solely liable and responsible for all damages, whether actual or
  consequential, arising out of or relating to Pre-Existing Conditions.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  See attach letter for full complaint

  Business response

  05/22/2024

  Hello ******, 

  We apologize for the inconvenience you've experienced with our windows and doors. Your satisfaction is our priority, and we regret that we fell short in your case.

  We are working to resolve any concerns and complete the project in a timely manner. We value your feedback and are committed to improving our service. Thank you for bringing this to our attention.

  Customer response

  06/01/2024

  6/1/24 - this is the first time I heard back from BBB or the company so how is it being closed?  Prove I received an email..you cant because this is the first one on 6/1/24 and I replied immediately.
  Im the one still trying to resolve the situation. Still waiting on estimates. Do not close this file until a fair settlement is reached so my house can be fixed properly. Thank you 

  Customer response

  06/05/2024

   
  Complaint: 21678483
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 6/1/2024 2:35:34 PM
  6/1/24 - this is the first time I heard back from BBB or the company so how is it being closed?  Prove I received an email..you cant because this is the first one on 6/1/24 and I replied immediately.
  Im the one still trying to resolve the situation. Still waiting on estimates. Do not close this file until a fair settlement is reached so my house can be fixed properly. Thank you 

  
  
  Sincerely,
  
  ***************************

  Business response

  06/13/2024

  Thank you for your reply and for bringing your concerns to our attention.
  We apologize for any confusion regarding the communication timeline, the notifications come from BBB. We are committed to resolving this issue to your satisfaction.
  
  Please rest assured that we will not close this file until the situation is resolved to your satisfaction. Our team is actively working on providing the necessary estimates and addressing all your concerns. We will keep you updated with our progress and ensure that all outstanding issues are resolved promptly.
  Thank you for your patience and understanding.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Work done without permit. Egress windows that are stuck shut. Appears frames were twisted during install. Company has horrible or non existing communication. Took months for broken sill repair and screen install. Manager makes appointments and never shows.

  Business response

  05/02/2024

  usiness

  Most Recent Message

  Date Sent: 4/29/2024 12:41:28 PM
  Hello, this homeowner has been sent a Demand to Cease and Desist Defamatory Statements legal notice, at which point this Homeowner has complied. This customer leveraged ******************** as part of their defamatory actions, and as such, should be removed - please see attachment legal notice that the Homeowner did follow.

  Customer response

  05/06/2024

   
  Complaint: 21547220
  
  I am rejecting this response because:  Any comments posted are totally true.  They finally pulled the permit so I paid them for the after the fact permit and now they have cancelled it.  They also attached a notice of commencement from the first permit which was already closed and finaled to the second permit which didn't need on in the first place.  The diagram and explanation in the first permit is missing one window.  It was installed later.  The owner called us, but didn't offer any assistance.  His cease and decist letter is all twisted lies.  I still haven't received my release of lein either. 

  
  
  Sincerely,
  
  ******* ****** Standing

  Business response

  05/07/2024

  This false BBB complaint is in violation of the cease and desist letter that you complied with on all other online platforms, this is being passed along to legal for escalation.

  Customer response

  05/07/2024

   
  Complaint: 21547220
  
  I am rejecting this response because:  there is nothing false in my reviews.  I am still waiting for my release of lein and also invoice cover sheet.  I would think a review with a resolution would be preferable to the only contacts with the owner as being threatening and intimidating.  Nothing in any review has been inaccurate.  Neighborhood has been paid in full and we just want to be done with them.  We don't understand why they keep prolonging this.  

  
  
  Sincerely,
  
  ******* ****** Standing

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Front doors and windows curated and installed by them. Front windows and side windows installed incorrectly to the point you could see daylight above the windows. Front door installed incorrectly, not level, not square and not finished. Front door cracked. They have been out multiple times to fix the install but 3 windows still do not function correctly. The front door is missing parts so they used parts from something else and they are refusing to address the crack in the glass of a $14k door.

  Business response

  05/16/2024

  Thank you for sharing your feedback with us. We are committed to providing high-quality service and appreciate the opportunity to address your concerns.
  We understand the importance of having properly installed doors and windows, and we are here to ensure that everything meets your expectations.
  Windows Installation: We are dedicated to ensuring that your windows function perfectly and meet all quality standards. 
  Front Door: Your front door is a significant investment, and we want to ensure it meets your expectations in every way. We will ensure that all components are correctly installed and address any concerns you have about the door, including the glass. We have arranged for crews to visit your property and perform a thorough inspection to address any remaining issues on May 28th.
  
  We appreciate your patience and thank you for bringing this to our attention. Our goal is your complete satisfaction, and we look forward to resolving these issues promptly.

   

   

   

  Customer response

  05/26/2024

  This has not been resolved. Do not close case. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We began getting our windows installed on 10/03/2022 after the initial install we discovered they did not provide us with impact resistant windows as purchased. Stucco around the windows that were cut out was left exposed for months. We had installs again on 12/30/22 and 4/07/2023 at which time wrong items were brought and broken items were installed. On 07/18/2023 we had another install with broken products. 10/06/2023 they installed again but the window was ordered incorrectly resulting in us having a window installed upside down and having to wait a new Sash. We agreed to keep the upside down window and get a new sash. This was supposed to be delivered on 11/29/2023 and installed on 11/30/23 but the wrong item was ordered and delivered. At this point it has been well over a year and we want the project to finish as soon as possible.

  Business response

  12/26/2023

  Dear Mr. and *************, thank you for patience as we work to resolve the matter with the manufacturer. Originally the Manufacturer provided the incorrect windows, which we immediately re-ordered and worked to expedite. Once the windows arrived there we parts that needed replacement from the manufacturer, however, we were able to install the bulk of the items knowing we had replacement pieces in process to swap out instead of waiting for the full installation to take place at another date. We too find this unsatisfactory with the manufacturer and have taken corrective action with them for the issues related to this project.

  We apologize for any inconvenience this has caused, as we strive for a positive experience from beginning to end. Our office will continue to keep you updated on your project. Thank you Mr. and *************.

  Customer response

  12/26/2023

   
  Complaint: 20933673
  
  I am rejecting this response because:
  
  Neighborhood windows and doors have been to our home 6 times for reinstall. This has continually been their response with no end product. The permits they have pulled on our house are expired. 
  
  Sincerely,
  
  ***** And *******************

  Business response

  03/04/2024

  ************, on behalf of Neighborhood Windows and Doors, I want to extend our sincerest apologies for the negative experience with the installation that lead to your project completion being delayed. While we did encounter several issues with the manufacturer, our goal is to work fast to resolve the situation. As the project stands, for the last several months, this has been a warranty issue between the customer and the manufacturer, and we are working with the manufacturer to expedite the homeowners needs. When there is a warranty request, that is between the homeowner and the manufacturer, however, we are happy to assist in any way we can! We appreciate you as a customer and value your feedback. Thank you.

  Customer response

  03/14/2024

  Our contract was not signed with the other company that they continue to refer to our contract was signed with neighborhood windows and doors and they still have not completed the work.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Feb 2022, I hired this company to replace 3 windows in my town home. Twice the wrong windows were delivered, on the third try, the windows was delivered broken, I was not aware of the delivery or I would have rejected it! Finally install was done.. but the stucco was not put up around the windows, waited two weeks, thinking they would come out to stucco.. I threatened that if I got black mold in my walls from the recent storms I would file a law suit, the next day they finally sent someone out! We are now 19 months into a three window project and and just this past Saturday August 19, 2023 did they FINALLY get the three windows in correctly.. now they are telling me they are not responsible for putting up the shutters that they took down and they will not paint the stucco that they put up. My town home is two story.. I can not get to my 2nd story where two of windows are located.. so now I have to hire someone to finish a job that they started.. additional money out of pocket that should be their responsibility! We should not be 19 months into such a small job that is yet to be completed!

  Business response

  08/22/2023

  Dear ******* ********
  I am writing to you today to address your BBB complaint. I am sorry to hear about the problems you have experienced with your window replacement project. You have stated that twice the wrong windows were delivered, and on the third try, the windows were delivered broken. It is unfortunate that the windows came this way from the manufacturer, and we have worked diligently to fix the issues, however we do not manufacture the windows. 

  I want to assure you that we take your complaint very seriously.

  We have investigated the matter, and we have found that your contract did not state we were responsible for painting and shutter reinstallation, please see attached. Secondly, you were also give a Production and Installation agreement that outlines we are not responsible for painting and shutter reinstallation, that you signed along with your contract. The window consultant stated this was reviewed with you.

  We understand some time has passed since you originally signed for your project, however, we did set clear expectations with you along with providing the documentation stating such and your requests are outside our scope of agreed services that you acknowledged and signed in the agreement. We want to apologize again for the inconveniences and frustration that you have experienced.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dalton told me **** was available in Delray Beach, recommended **** *** ********* as a provider and assured me they are only running my credit for the **** program. They ran it and are now telling me **** isn’t available in my area and tried to get me signed up for an unsecured loan for my window project. He claims that he didn't know and only just found out. Regardless of whether he is lying to get another project, he should have at least done his due diligence to confirm, which he did not. Classic bait and switch. They ran my credit under false pretenses.

  Business response

  04/06/2023

  Dear Mr. ********* Firstly we wish to apologize for your experience this morning. We hope to further clarify the situation below, but regardless we understand your frustration and our goal is to serve each homeowner to the best of our ability. Dalton is new with the company and didn't realize that ******* ********* checks both **** and Unsecured at the same time with a single soft-credit pull, as per policy of ******* Financing. By law in Florida, when an approval/disapproval is given for a finance product a unique communication is sent to the homeowner, but it was for a single soft-credit pull resulting in two separate emails (one for **** and another for Unsecured). It was communicated to our team that **** was available in your area from *******, however, since **** is a state supported program with each county/city they can change their approval or denial of the program and this happens typically without notice to us and even the finance company on occasion. Dalton was correct in his assumption about **** in your area based on the guidance of our finance company *******. However, since Dalton is new to the company he did not know that both **** and Unsecured are ran together as a convenience to the homeowner because some homeowners may be denied **** but find they are approved for Unsecured- all given at the same time during a one time soft-credit pull. We sincerely apologize for any inconvenience and confusion. Your last message to us, and what appears to be initiating your frustration based on your email, is the concern for 2 hard-credit pulls, when that is not the case. There was oversight on explaining the **** and Unsecured are ran together, but there is also zero impact to any homeowner for ******* to provide such information and enables the homeowner to gather more information on finance options without the need for additional credit checks. We hope this clarifies the situation and illustrates there was no malicious intent, no harm to anyones credit, and we only wish to make things right and serve you to the best of our ability.

  We have called you and left a voicemail Mr. ********, called Nancy for whom the appointment was for with a voicemail, along with text messages to both with the same explanation, no response- we certainly wish to discuss the matter and provide any and all clarity to the situation. Thank you Mr. ******** and we look forward to helping in any way we can!

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