Complaints

• Initial Complaint

  02/01/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On Dec 5th 2024 I signed a contract for 12 Hurricane impact windows and doors with Lock Tight windows and doors with financing thru PACE. I was told Jan 29th that not all windows could be replaced with impact windows. So I said cancel the contract I did not want 94% of the house protected. The company threatened me with a lien on the property and a bill of 5k for window measurements, filing with HOA and permitting. I *********************** and no permit has been filed on the property and my HOA has not been contacted. I only want out of the contract with no penalty since the original contract can not be completed.

  

  Business response

  02/07/2025

  Unfortunately, we are unable to cancel the customers contract without penalty at this time, as requested.

  First, we are well past the 3-day rescission period where customers are able under Florida contract law to cancel their contracts with no penalty. We have attached a copy of the customers contract to this end; please note in particular page 9, item 9 under Additional Terms & Conditions Of This Agreement in regard to this.

  Second and most importantly, we have already ordered his fixtures with ES Windows (as of 12/26/24); this order is non-cancellable once placed. Because of this, the customer is correct in noting as told that we are now within our contractors lien rights (for 66% of his total contract, currently). Essentially, the customer has at this time purchased **********************, whether he allows LockTight to install them or not.

  Third, only one of his twelve windows (and two impact doors, one french-style door and one sliding glass door) is unable to be replaced. This does NOT mean he has no impact protection on the window in question (one specialized geometric window that is too small for an impact-rated fixture); in support we have attached a photo showing that opening has existing shutter protection. While not the optimum situation, the customer is by no means left with a portion of his openings unprotected, simply that the one opening will not itself have impact glass for its protection.

  The permit was not applied for due to oversight; it rightly should have been sent to the building department at the same time as the order for the customers openings was placed. In regard to the **** our notes state that his HOA has no ARC process and therefore no approval is needed. This was determined in late December 2024 just before the order was released to ES Windows.

  Given this situation, the ideal option is for the customer to allow us to move forward as contracted and install the windows and doors that are on order for him once they arrive. We will provide a change order to remove the one window we are unable to supply from the scope of his project, for a suitable reduction in contract amount to his financing.
  

  
  

  Customer response

  02/07/2025

   
  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.
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  01/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/4/2024, after waiting 6 months, the company installed my windows. Still, I have encountered significant issues with Lock Tight, including incomplete work, broken promises, and a lack of responsiveness after installing impact windows and doors at my residence. First issue: Missing windows. After 6 months, the order had two missing windows that were never ordered. Window 1 arrived and was installed in November. The second window, after scheduling an appointment for today (since the first week of December), was a no-show, no-call. I contacted Lock Tight, and the guy gave me a round-and-round and said he would get back to me; nothing happened until 2 pm. The installer called me, telling me he didn't come because he thought waiting until the scratch glass arrived (2nd issue) was better. A whole day was lost, and there was no call or response from Lock Tight.Second Issue: We reported that one of the glasses on the main sliding door had a deep scratch. They promised to replace it, but they have not yet done so, and there is no resolution. Third issue: The sliding door (same) is not closing correctly. It is the main back door and has had problems since installation. Lock Tight sent a tech to fix it, but it worsened. The tech was hammering the frame, saying that would fix it. He left. I called Lock Tight and reported, but nothing happened. I sent an email complaining, and no response. The installers who came to install the missing window 1 figured out the problem and told them what piece was missing, which has not been resolved yet.The communication and lack of urgency in resolving their issues are incredible. We paid in full and believed in their commitment to repairing everything that had problems. It has been five months, and we are still waiting for my door to be completely operational, for the scratched window panel to be replaced, for the second window to be installed, and for us not to sit around waiting a whole day for no one to show up.

  

  Business response

  01/24/2025

  We understand and appreciate the customers reasonable frustration at the timeline of her project; LockTight shares that sentiment in large part, and are doing our best to try and work through them to fully and as satisfactorily as possible under the circumstances to complete her project as per her contract with us. We regret that some of our attempts prior to this time have not gone as well as desired, but will continue to work toward that goal. We will continue to work with her product manufacturer ES Windows, but would remind that in doing so we are at the end of a logistics train beginning in ************, ********; it does not provide replacements overnight, as much as we would like them to. Our director of quality assurance, *** ******, is in process of communicating with Ms. ****** to further resolve these issues in as timely a manner as possible.

  Customer response

  01/27/2025

   
  Complaint: 22768023
  
  I am rejecting this response because: they came to replace the glass and they had ordered it incorrectly and they ask the installers to install it regardless it was 3 inches bigger than the actual frame. This is a safety issue and it should had never been even suggested.  The installers refused to complete the job and so did I. *********** is dismissive and undermine  our issues and concerns with the quality of the product and their communication. 
  
  Sincerely,
  
  ******* ******

  

  Business response

  01/28/2025

  We do not understand the customers rejection, as it does not appear to address what we provided. Our commitment to ultimately finish her job remains unchanged, as stated. We clearly understand the latest attempt to fix her primary issue fell through, and why, and are working to remedy that. It does take time to turn around, thanks to her OEM being in ********, but as soon as the correct replacement glass is here we will bring it out and install it. We understand also that past communication was not the best and have attempted to put her in contact with our director of quality assurance, *** ******, who called that same day but could only leave voicemail (that has not been responded to as of this writing). As stated, we will continue to try and resolve these issues in as timely a manner as possible, and would suggest that the customer return Mr. ******* attempted contact to explore avenues for greater satisfaction.

  Customer response

  01/28/2025

   
  Complaint: 22768023
  
  I am rejecting this response because: I did speak with *** same day he left a voicemail at 3:19 pm Friday for 15 minutes and he said they need to order the glass and again I need to wait. IK need this fix and be done with this company will never again do business or recommend
  Sincerely,
  
  ******* ******

• Initial Complaint

  12/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  signed a contract with locktight 4/23/24 for $31223.00. We told ******* ******* *************) the salesperson that we wanted to replace the glass blocks on the master bath #1 with white inner layer glass type to maintain our privacy as our window faces the entrance to our development. Well somehow he wrote the contract and put the guest bath as the privacy window instead and submitted to our association for *********** the association also has copy of contract showing bath privacy window ..We all make mistakes, I get that. We also overlooked that error on our part. We noticed during installation the week of September ******* that the bath window was wrong..We called ***** ****** the project manager (686 698-2917) and he basically said they would order the right privacy white inner layer window , which takes weeks to be delivered, but for city inspection purposes, they said to install the wrong window and when the correct window comes ,they would replace it. Well, we are now in December and we still don't have the window we paid for..not even the guest bath window has privacy. We sent them proof showing that no bath window has privacy, yet Locktight and there associates fail to take responsibility and are basically accusing us of changing the contract and giving us the run around and treating us really bad as customers. They actually want to tint the window instead of giving us what we paid for..They have even resorted to using our docusign illegally to help fabricate their story of us changing the contract to none privacy bath windows..REALLY! I must say , this is by far the most unnecessarily stressful experience we have ever been through and we could never recommend this company to anyone.

  

  Business response

  01/17/2025

  We have provided exactly what is on the customers contract as amended by a 5/20/24 change order, that she signed and agreed to. We are perfectly willing to replace the glass with factory white interlayer on opening #2 (which is the master bathroom window) at our absolute cost. Said cost is $400.00. We feel this is as amicable a solution to this situation as we can provide. We will additionally call the customer and follow up with that offer to her directly.

  Customer response

  01/22/2025

   
  Complaint: 22660035
  
  I am rejecting this response because: 

  I spoke to the ***, director of quality assurance at Locktight and they offered to place a frosted tinting/film on the master bathroom window as a courtesy.  The other smaller bathroom (with windows sliding up and down) shows on the contract that we have purchased a white innerlay window. They have refused to replace that window and offered also that tinting or film frosting option which is not what we agreed on and paid for.  They indicated that I have signed for changes but this is not the case. This is based on electronic signature and I have not signed for any changes concerning windows and doors.

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

  

  Business response

  01/24/2025

  We at LockTight have made several attempts to contact the customer regarding this complaint, since the rejection. We have decided - even though our contract (as amended by the customer's 5/20/24 change order) has been fulfilled with exactly what is in the documentation between customer and company - that we will replace both bathroom openings in question to provide factory glass with white interlayer as customer has requested. As stated above, we have made several attempts to communicate this to ******** ****** directly, however she has not responded to date.

  Customer response

  01/28/2025

  Hello, 

  *** from Locktight called on Thursday, January 23rd at 2:36 pm and Friday, January 24 at 2:10 pm and left messages to call back. I returned his call on Monday, January 27th and left a message in which he called back.  He advised that they have decided to replace both bathroom windows with white innerlay at no cost to us, as per attachment. His office provided docu sign agreement shortly confirming this new agreement which I signed. For the record, that is not my signature on the 5/20/2024 document they provided. Furthermore, the approval from the *** shows that white innerlay privacy windows were submitted and approved contractradicting Locktight's claim of us changing any window orders.

• Initial Complaint

  12/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have encountered several significant issues with Lock Tight , including incomplete work, broken promises, and a lack of responsiveness Lock Tight following the installation of impact windows and doors at my residence in July 2024. Our initial encounter with this company occurred at the ******************, where we completed a survey. Afterward, we received multiple calls offering a free in-home estimate, we finally agreed to meet and proceed with their services.During our initial discussions, we were told we qualified for financing with payments deferred until one year after installation. Unfortunately, this has not been the experience we anticipated.Incorrect Window Tinting: The windows installed were not tinted as promised, which is a breach of the agreement we made with the company.Incomplete and Non-Compliant Front Door: The front door did not pass inspection and is still incomplete. The first ********* informed Lock Tight that the door did not meet code and required corrections. A second city ********* confirmed that an engineers letter and further corrections were needed, but nothing has been done to address these issues.Lack of Communication: I have attempted multiple times to reach Lock Tight for updates and to resolve these issues, but my calls have gone unanswered, and my messages have not been returned. This lack of communication has been incredibly frustrating, and the safety concerns regarding the unfinished door installation have only compounded the situation.Financing Discrepancy: Despite being assured that payments would not start until one year after installation, I recently received a bill and made the first payment through the financing company. This goes against the terms that were initially explained to us.Unprofessional Treatment: I have been belittled by them representatives, who accused me of not wanting to pay before the completion of the installation despite this being part of the contract, which I was unaware of at the time.

  

  Business response

  12/12/2024

  In support of our position we are providing copies of the contract with this customer, a copy of the order for their ********************** and ******************** placed with ES Windows, and a photo image of their most recent inspection. In response to their stated issues:

  Financing Issue - There is no evidence in our documentation of a specified 1-year deferment on payments from financing. The customer does not have PACE financing (which defers a length of time of a year or more on the basis of when their completion occurs, and when they pay their property taxes); there are no notes on contract and no change orders. The customer financed with simple loan provider ********, who does not have such terms on offer for our customers - they received a ****** deferment as per standard ******** terms.

  Tint issue - The customer claims that their ********************** were not tinted (gray) as per their contract. Referencing their order info, all windows/doors not using white inner layer (frosting) have gray tinting (3/16 **** **) as per contract. Please see attached order acknowledgement.

  Incomplete and Non-compliant Front Door issue - The customer claims the door does not meet code and requires corrections. In regard to inspection, per our notes (as updated from Wellington Building Department entries as well as the signed permit card), we did not fail the inspection as claimed but received a partial pass; the inspected noted we needed two things two fully pass - in-progress photos (which are being supplied) and an engineer letter regarding the entry door. (Significantly, there is no reasoning for why on the permit card - a photo has been attached - and there were no notes on the ************** portal.) We have requested said letter from our engineer; the lead time for such documentation can last weeks. In regard to the customers claim about the door itself, they were supplied with a standard ES Windows ES-EL300 French-style swing door, which we have installed successfully throughout the ********** area. We fully expect as soon as the requested documentation is provided that we will obtain our full pass, and we note that inspection has been scheduled for 12/16. Please see attached image of signed inspection card.

  Lack of Communication - We do not follow up gratuitously when there is no information to pass along to our customers, although we always attempt to respond to their attempts to reach out. From notes, there are large gaps in contact, but we do not see any info/reference from cust. on who they tried to contact or when. We would appreciate knowing who they attempted to contact and when, so we can follow up with responsible parties and make corrections where needed.

  Unprofessional treatment - Not wanting to pay before completion of installation as per their contract (which, as we have noted in numerous BBB replies, is defined as the finish of hard construction) will regrettably create friction. Customers commonly misunderstand that this is the case, that as standard terms we finalize payment prior to final inspection occurring and punch-out services to fully complete the project. We always attempt to help customers understand this as calmly and professionally as possible and our customers will allow; but we recognize that where financial issues are combined with such misunderstandings, tempers can run high. We regret this was the customers experience in this case.

  As explained in our contract terms, we cannot operate on hearsay or word of mouth (of which much has been presented here) but must rely on written, signed agreements. Many of the customers issues revolve around such hearsay. Those limit our ability to respond to much that the customer is attempting to dispute. Therefore, in regard to their desired settlement: We will certainly finish their project and successfully close their permits as required by our contract. However, they have received the gray window tinting as specified on their contract and supported by their order; we still offer them the option (previously rejected but still available) of working with our tinting company to supply a darker shade using our pricing, at their cost, once final inspection has been approved. In regard to their requested reimbursement, this could be considered in exchange for a signed non-disparagement agreement and closing of this complaint as satisfied.

  Customer response

  12/14/2024

   
  Complaint: 22650929
  
  I am rejecting this response because: it is not accurate. Which company "builds into their contracts" that payment can be received before job completion? Arent there consumer protection laws in place to prevent these types of contracts? Lock Tight advertises "no payment for 1 year," yet my mortgage payment would have increased had I not financed through Good Leap. I have already filed a complaint with Good Leap, and they are aware of the bait-and-switch tactics used by Lock Tight. I sincerely hope ********* considers pulling financing from Lock Tight due to their questionable practices.
  Furthermore, the first inspection was only a partial pass due to the structural integrity of the entrance door, specifically the wood at the top, which should have been metal. The second ********* seemed unaware of the issues noted by the first. Now, we are scheduled for a third inspection, which still doesnt address the original structural concerns. Impact doors require metal casing and need an engineer's evaluation.
  Additionally, when I asked about the tint on the windows, I discovered a hole in my wall where the previous window had been removed before any work could be done. Lock Tight then offered to fix the tint at my own expense, which I understandably rejected. To make matters worse, *** had different installation crews each day, and the last crew was particularly rough, resulting in my doorbell no longer working. Now I am faced with additional costs to repair the damage caused by Lock Tight.
  Moreover, I was confronted by a rude representative who wrongly accused me of not wanting to pay or follow my contract, when, in fact, I was under the impression that payment was not due until after the job was completed. I am relieved that they sent the contract to the BBB, which should help prevent them from hiding behind these deceptive clauses.

  
  Their lack of communication and vague responses are very unprofessional leaving me uninformed of the situation and making me believe their questionable reputation. 

  
  I hope this clarifies my position, and I look forward to a resolution.

  
  Sincerely, 
  
  **** *******

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  LockTight is the most dishonorable company that exist. The subcontractors are horrible. They improperly installed a window and had to come reinstall it at my house. The window leaked and caused mold and damages to my drywall in a room and my garage ceiling. They acknowledged the damages was caused from them and stated that they were going to do the repairs. Unfortunately the day before the schedule date, they called and said they couldn't do it. They then contacted my husband the day after because I wrote a review about the damages they have caused in my home. My husband was told that he would be receiving an email but as of today, it still hasn't came. Painting over mold and mildew is not an option.

  

  Business response

  12/06/2024

  First, it must be stated that this customer's job is well out of their complimentary service warranty. Their contract - and all of our contracts - states as follows:

  Warranty: Contractor hereby warrants the work and will return to the Property to replace or repair defective work for one year after final completion and payment. In addition, ********** will provide and assign the extended warranty contracted to Owner within 30 days of final payment.

  This company's windows projects were over a year old at the point the customer reached out (one was actually over two years old). Despite this, we had scheduled to go out 11/06/24 to service their issues after they were reported. What we found were a series of leaks caused by shoddy or non-existent maintenance on their fixtures and on their structure in general. We have provided pictures of this (and there are more available, including a video). This said, we were willing to help mitigate some of the damages from this, and we did fix some of the exterior issues caused by the lack of maintenance that led to them. The customer's response was to refuse the interior damage mitigation, and file this complaint instead.

  Nevertheless, even though legally per contract we are NOT obligated to deal with these issues, we will still always try to do the right thing by the customer. Here are the two things we can offer
  1) Clean stained areas of walls in the bedroom and garage. We can apply Kilz Mold and stain remover and then paint work areas with paint provided by the customer.
  2) In the bedroom we can do the same process and in the garage remove the 2-3 sheets of water damaged drywall and replace them. We will not be able to texture the ceiling.
  
  This work - which was and is offered otherwise free of charge - is now contingent upon them closing this complaint immediately and sign non-disparagement agreement stating they will not disparage the company in exchange for this service. This is necessary, as there is considerable expense in travel, manpower and material to assist in this out-of-warranty service, and as policy we do not offer such off-contact benefits without some protection for our company.

  The customer's position has instead been to maintain this complaint and otherwise threaten us with other actions, something we do not take lightly and will monitor and respond to as needed. We we would prefer to exchange the offered service for the reasonable protection we desire.

  Customer response

  12/14/2024

   
  Complaint: 22527838
  
  I am rejecting this response because: they want to half fix the damages. They are refuses to remove damage drywall and baseboard around the window. The damages were caused by improperly installed windows which was admitted by their subcontractors. They also refused to put the texture back in our ceiling leaving it as a patch job. I am going to upload the email I sent with a counter offer. If they are not going to accept any offer, I will continue to pursue legal actions. 

  
  Sincerely,
  
  ******* *******-*****

  Customer response

  12/14/2024

  This is what one of the worker texts. They admitted to a leaky window but now are trying to back track. We live in a state of ******* and water build up takes a while to notice. It's no way an impact window leaks in 2 years unless it's improperly installed like the subcontractor said. Also, once they came out and redid it, the old contract becomes void and a new warranty started from the new installation date. 

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The flat roof was completely replaced but the ceiling is mess up and no one has called or has come to fix it

  

  Business response

  11/08/2024

  Our Roofing department manager has attempted to call the customer many times since 11/5, and has let both the company owner and our general contractor know. If the customer would like to call our primary number **********************, we will gladly get this dealt with.

  Customer response

  11/08/2024

  They are stating that they callnot at my numbers, never did since we sign the contract with the bank ..we will call that number on Monday , because we are going out of town this weekend! But if Im not satisfied with their response, I will send you another complaint. 

  Customer response

  11/08/2024

  They are stating that they callnot at my numbers, never did since we sign the contract with the bank ..we will call that number on Monday , because we are going out of town this weekend! But if Im not satisfied with their response, I will send you another complaint. 

  Customer response

  11/11/2024

  Called the number as instructed.on 11-09-2024the secretary left them a message, Im still waiting for them to call and return my call.

  Customer response

  11/11/2024

  Called the number as instructed.on 11-09-2024the secretary left them a message, Im still waiting for them to call and return my call.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/16/2024 me and a *** for locktight ******** ****** initiated a contract to replace my shingle roof for a metal one at a cost of $25,350.00. The work did not begin until 8/22/2024. After tearing the shingle roof off ,it was close to 3 weeks before any metal was placed on my roof ! Too makes things worse two guys came out and cut all the metal and layed it in my driveway during those 3 weeks which is a no-no according to the metal manufacturer. The roof was supposably completed and approved on 9/19/2024.However Sunday 10/6/2024 we noticed a big ***** spot in the ceiling of our kitchen,and call locktight who inturn sent someone to check it and a few days later sent someone to supposably fix the leak but did not! Now on 10/9/2024 we have another huge ***** spot in our dining room ceiling! Locktight suppose to have sent someone back to our home about these problems but still no one has came! To repair their sloppy work the metal will have to be totally removed and replace properly to stop the water thats coming in! Hopefully we will not have take legal action to fix the problem???

  

  Business response

  11/07/2024

  In response to the customer's complaint, our ********************** department notes the affected roof areas were already removed and replaced in full. This was accomplished 10/24-10/25.

  Their interior ceiling / drywall work is already mutually scheduled with the customer to occur on 11/20.

  Customer response

  11/19/2024

  Locktight  Impact windows,doors and roofing did respond to the roofing issue and I believe the problem has been corrected . However I am waiting for the interior ceiling to be taken care of ,and then my wife and I will be satisfied. That will repair is scheduled for tomorrow 11-20-2024? I must say that the company did respond to my concerns quickly,and never once fail to respond.

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has been an ongoing issue with the job not finished but now on my taxes for the past two years. I can not get them to return my correspondence or receive an itemized bill. None of the damage around the outside of the windows has ever been repaired and the door frames have not been installed around either door. The door k**** have come off in our hands and we had to buy washers and screws to fix this. The chain on the door was never installed so I fell out the door last night with the winds from the storm. Luckily I was not hurt too bad but if the chain was on the door it would not have happened. This is crazy as we even allowed extra time for the work to be started due to Covid. We believe that because they told my husband that they did not have the door frames because they do not deal with that provider any longer and my husband said no to painting wood to almost match the design we picked they will not finish the job. If they are not going to finish the job then they should not charge us for the job!

  

  Business response

  11/07/2024

  Apologies for the tardiness of this reply.

  We see no evidence of attempts by this customer to contact us from mid-2023 until the issuing of this complaint. We attempted a minimum of three times after our final contact and attempt at service in March 2023 to reach out to the customer ourselves and either schedule follow-up attempts to finish punch-out of their project, or officially close it out. After the final attempt in late July 2023 was unsuccessful (unanswered service exit email and voicemail), we fully closed the project.

  Prior to that, we attempted on a number of visits to address the customers various needs in closing his project. The door in particular we had been scheduled to provide the missing trim in mid-March 2023; however, the customer was extremely abusive to all personnel involved, and because they would not stop we had to pull them from the job. Subsequent attempts to satisfy the issue met with no success as noted above.

  We are by no means unwilling to finish work on the project. It is certainly true that we no longer offer the brand of impact door (Therma-Tru) that the customer has, and we are not able to provide brand-specific parts for it. However, we can certainly provide a reasonable substitute trim for the purpose IF the customer will allow. (As noted in their complaint, they do not appear to be willing to do so.)

  Again we state: We are certainly willing to perform the needed service to finish the customers punch-out, IF the customer allows us to without the abusive treatment of our personnel, and if they will accept the material used for the purpose. We will also look at the door hardware situation to ensure its properly secure.
  
  We have attached a copy of their contract to our reply, which serves as the itemized billing for their project as requested.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have paid in full for impact windows for my home in March 2024. it is now September .They have measured wrong one of the windows twice. I had to wait 3 months to reorder the window they measured wrong and admitted it to having the same problem, the window is not the right size AGAIN!.The job has failed inspection 3 times by the city as unsafe. They are putting my family in admited as the window at high winds can fail.The rude person in charge of installations is not calling back. The owner has admitted fault but refuse to fix the problem or refund a part of the money. Absolute horrible service.

  

  Business response

  09/05/2024

  We are scheduled to make corrections to the opening in question on Tuesday, 9/10, which along with the engineering that has been arranged is expected to get us to successful inspection. Further updates will be made available on request once this has occurred.

  Customer response

  09/20/2024

   
  Complaint: 22244157
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had lock tight install impact windows of February of last year. There have been multiple problems since installation and I have been going back and forth with them since the day of installation. They installed a damaged window in my kitchen and are refusing to replace the window. Theyve sent me to 6 or 7 different people for resolution and nothing gets solved, I still have a damaged window and open case with them. Theyve sent inspectors 4 times and each time they tell me they have to speak with their superior. Please I need this issue resolved. Lock tight has stopped responding to my messages.

  

  Business response

  09/20/2024

  Apologies for this tardy reply. We are conferring with our general contractor and his associates to determine how to respond to this issue. We will update our response as soon as we have a proper resolution.

  Customer response

  09/20/2024

   
  Complaint: 22243743
  
  I am rejecting this response because:
  I have heard this response from this company multiple times. 
  Sincerely,
  
  ***** ****

  

  Business response

  10/21/2024

  We apologize for the tardiness of this reply.

  The window in question as well as the rest of the house is installed properly, inspected by the customer's municipality and up to code. The customer is disappointed as they have an altered opening that had been done previous to our installation. We removed and replaced the existing windows.

  However, in exchange for a signed non-disparagement agreement (to include removal of any negative social media, and closing this complaint as satisfied), we will order and install a replacement window for this customer. We will also complete any/all outstanding punch-up/touch-up services as required under our contract. If the customer is agreeable, we will send them an appropriate NDA via ******** for their formal approval, and will place the window on order as soon as it's received.

  Customer response

  10/22/2024

   
  Complaint: 22243743
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****

  I will accept the replacement window as the one installed is defective and should be replaced as be per our already signed agreement. I will not sign a non- disparagement if I wish to leave negative reviews then i will, this company has a chance to avoid that by honoring their end of the contract. All Im asking for is this job to completed. This should not be a problem and its appalling its come this far. 

  

  Business response

  12/12/2024

  We see this issue was closed, however, we wanted to take a moment to provide the BBB with a blank template non-disparagement agreement in response. This is a generic form created for the purpose, to allow it to be modified to each individual customer's needs. Any specifics needed to suit this customer would have been added in the large blank space, along with their account specifics in the provided areas. As the customer was unwilling to agree the concept, we never created one for their specific situation.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩