Complaints

• Initial Complaint

  12/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May ******* we signed with Storm Tight Windows to replace all windows and doors in our home. We gave them a deposit of $4000 and signed to finance the remaining $31,000. We were told 8-12 weeks to install. They finally came out September 19th to install. They installed all windows and finished the outside but could not finish the inside as they said the work had to be inspected before they could complete the inside. At that time they did not have the sliding glass doors as they stated they came in broken and would take an additional 4 weeks to arrive. In addition to this, the two entry doors were ordered with the wrong swing so could not be used and they had to reorder those as well. They also had to reorder the front windows and the master bath window as the ones brought did not have the grates in them. We were then told 6 weeks. It has been well over 6 weeks and we have had no communication from them. They will not return any calls. The finance company calls us weekly wanting to know if the job is complete so they can issue payment and we keep telling them No. this has been a frustrating issue and we still have stickers and wrap on all windows as they still have not completed this job. Still no doors and again they will not call us back. The total cost of this job is approximately $35,000.

  

  Business response

  12/18/2024

  Our Installation Manager contacted the customer by phone today 12/18/2024 and advised the customer that the materials needed have been ordered and are expected to arrive in early February. The manager also provided their direct contact information to the customer to ensure that they have a way to reach out for any further questions or concerns regarding this matter.

  Customer response

  12/22/2024

   
  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.
  We are hopeful they will complete this work in February 2025 as stated. If not, we will take further action. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of contract July ******* Storm Tight Windows Two Bathroom impact windows to replace standard glass block windows I gave them ******* deposit October ******* the windows were installed I had to pay them the balance before the job would commence They damaged the two window ***** and needed to be replaced Also one tile which needs to be replaced. I have the tile The side wall need to be repaired and painted I have the paint There is a hole that needs to be caulked Tuesday after numerous phone calls and texts they made an appointment never showed no phone call Today they made an appointment the contactor sent his worker who didn't speak English They didn't have the ***** in the warehouse so they went to buy them at Floor Decor The ***** were not even close camel. I have standard ***** The contactor didn't know anything about the other repairs Never did tile work they never told him about the wall or the hole. or the tile replace. Why so many lies They tell me he would be here in the morning either no show or afternoon No one seems to listen they are so busy and can't talk They failed the inspection because the stickers on the impact window did not match the paperwork When they left I found a [packet on my table with my name opened it and it had another persons information in the same packet . I called and he told me to hold it of course I said no and he picked it up very careless Here I am back to square one they said it would take two weeks for a second inspection here it is the third week I was told they called the city and they are back logged. No longer trusting them I called the city with my permit number and found out they never applied for a second inspection This should have been completed. Another lie seem to be getting no where phone calls are not returned too busy. Now they are running a two for one sale and I can't even close this four months from date of contract I want to get this resolved to my satisfaction without all the lies t

  Customer response

  11/14/2024

  Yes I contacted *** and made an agreement with them that they will do most of the repairs except the tile they must find someone that can do that and also file a second inspection once the repair work is completed

  They agreed to do this no later than Tuesday November 19, 2024 as they must make appointment with contractor.

  How do I contact you if I can resolve this without taking further action with bbb

  thank you

  

  Business response

  11/18/2024

  Service was completed on 11/18/2024 to customer's satisfaction. 

  Customer response

  11/18/2024

  The contractor came over today and completed everything.  It looks beautiful I did call **** and left message thanking him. I spoke with ***** to thank him.  I am now waiting for the final inspection and the paper work informing of passing the inspection.  A copy of the closed permit for my records. The tile if it can be replaced if not I will have to live with it.

  Thank you BBB.

   

   

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid this business to install storm tight windows and doors on our home with the promise of a "true lifetime warranty". The nature of this dispute is that for months we have attempted to contact the business about a malfunctioning door lock which they have promised to fix after a poor installation. The door no longer operates effectively, locking us outside and inside of our home. What started as an inconvenience has progressed into a safety hazard. In the case of a fire, medical emergency or natural disaster our family members and emergency responders would not be able to effectively enter or exit the home, endangering our lives. The company is not taking the issue seriously or attempting in good faith to resolve the matter.

  

  Business response

  11/15/2024

  We are unable to locate customer in our system with the information provided.  Please have customer provide job address and phone number provided at time of sale or a copy of the contract. 

  Customer response

  11/15/2024

   
  Complaint: 22556070
  

  The address is **************************************. The name under the contract is ******** ********- ******* or **** *******. Phone numbers ************ and ************
  
  Sincerely,
  
  Jordan Dienstag

  

  Business response

  11/25/2024

  Service was completed on 11/14/2024. The door is operable Our Installation Manager has been in touch with the manufacturer to get the part that is needed to fully resolve the concerns with the door and waiting to hear back so that we can schedule an additional service to replace the part in question. 

  Customer response

  12/16/2024

  Pardon the delayed response, 

  Stormtites' statement is not true. A service person came to our house on 11/14/2024 but no actual service was completed. The door is NOT operable, and we have NOT received any follow-up in regard to additional services to replace the part in question. This issue is ongoing for four months now, and Stormtite is not answering any calls. 

  

  Business response

  12/26/2024

  Our Customer Relationship Manager is working diligently with the local management team and the manufacturer to obtain an update on the 3-point lock that is needed to rectify the concern with the shower door. Our local management team followed up with the manufacturer on 11/20, 11/25 and 12/23. To date, we are still awaiting a response from the manufacturer. Our Customer Relationship Manager sent the customer an email with a detailed update on the steps we are taking to get this resolved for the customer and the manager also provided their direct contact information so that we can have an open line of communication on any updates as they become available. 

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Windows purchased and installed in 2018. ******** warranty for the original purchaser, transferable. I, the original purchaser and still owner, call for warranty service for broken and fracturing plastic window returns preventing the windows from being able to be opened. I am advised that Stormtight became a subsidiary of Leaf Home in 2020 and did not transfer the warranties, so now Stormtight, which is still operating and still offering the same warranty, believes it unilaterally voided the warranty. The current website and warranty guarantees claim to be providing warranties. This is demonstrably false if they can remain in business with no presentable changes as part of a merger/acquisition, continue to provide the same services in the same area and same branding, and void all warranties on their failing products. I would like the warranty reinstated, just like they continue to offer. I would like the existing failing windows repaired under the as-contracted lifetime warranty service agreement. Otherwise, I would expect the entity continuing to present itself as Stormtight to be pursued for falsely advertising both previously and ongoing that their products are covered by any effective warranty.

  

  Business response

  11/19/2024

  Service is scheduled for 11/19/2024 with arrival between 11am-12pm. 

  Customer response

  11/19/2024

   
  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

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have had water leaks from every single one of the 4 stormtight windows that are installed in our home. Around 2 years ago they replaced one of the windows and all of the other 3 windows have been re-caulked. We have had a water testing company come out every single time which was $500 every time. Currently one of the windows is leaking. We called stormtight and sent some one out who said they do not believe it was the window and needed to get a water tester to come out again. They water tested and found the window frame is leaking. We called back stormtight and they say we will receive a call within 24hr to schedule an appointment. No one ever calls back. We have called 4 times in the past 4 weeks and have gotten the same response with no appointments being scheduled. We have had water damage from all 4 of the windows that we have paid out of pocket. The last repair was $1500 in damages. I have not fixed the new area since it is currently still leaking and have not been contacted. The products are horrible. Very poor quality and seems very reasonable to me to have windows that do not leak all of the time. Now they are not returning calls and we are unsure if we should seek legal action against stormtight. I just want them to replace or repair the 3 remaining windows that have not been replaced so I don't have to keep working out money for water damage caused by there product. Or at the very least fix the one that is still currently actively leaking. I attached the latest water leak report from October 1st. We have called every week since the report and never received a call back.

  

  Business response

  11/06/2024

  Service is scheduled for 11/11/2024 with arrival by 10am.

  Customer response

  11/19/2024

   
  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

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased storm tight windows and French doors back in July 2022. We got them installed around November 2022. Everything was going good until our French doors begin to jam this year 2024. On October 11th our French doors were inaccessible locking out my dogs and my three-year-old toddler from gaining access to them. We thankfully have access to our easement and were able to get them back inside safely but we could not open our doors. We called a locksmith to come out as we did not feel safe to not have another point of exit in our home and they came out and found the three point locking mechanism from the doors jammed. We also noticed the dummy door's locking mechanism is not working properly. He charges us to remove the locking mechanism so that we can at least have access to our back yard again. After that day I contacted Storm Tight to inform them to see if they can come out as I believe we are under warranty and I never heard back from anyone. I was told on 10/21 I would receive a call back from someone. Today it is 10/29/2024 and no one has reached out for repairs. I have called many times and emailed Leaf as well and they keep telling me someone will call me back from warranty. *** uses a third party to gather information for warranty but they just answer calls and set up ticket numbers. Storm Tight is the one who calls you back. This process is frustrating when all I want as a buyer is to get my doors fixed.From the moment we've had these doors I noticed they were very hard to activate the three point locking mechanism compared to my brother's home who has Storm Tight windows installed as well recommended by me and my husband. To activate his locking mechanism his is much smoother and never jams. However our locking mechanism since day one of installation was very hard to pull up the handle as well as disengage the three point locking mechanism. It was bound to fail as they sold me faulty doors.

  

  Business response

  11/06/2024

  Service was scheduled for 10/31/2024, but the consumer needed to cancel due to personal reasons. Our local Management team is attempting to call the customer to reschedule as of today 11/6/2024. We ask that the consumer contact us at their earliest convenience to schedule a service appointment so that we can work towards an amicable resolution.  

  Customer response

  11/08/2024

   
  Complaint: 22486912
  
  I am rejecting this response because:
  I did ask the technician to reschedule because I had to go to the hospital.  I am back at home and I have added a copy of my call log for missed calls. At no point did I get a call from someone at Storm Tight on 11/6. I also checked my husbands call logs and no one ever called me.  They could have left me a voice message but they did not. This is false information.  I have called previously and no one responds or calls me back. This is my frustration with STW.  They are terrible at reaching people.  Give me a direct number of someone I can speak to because Im tired of leaving voice messages.  
  

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

  Customer response

  11/09/2024

  I finally received a call from *****.  He saw my videos and pictures and is ordering the parts and claims it will take a month for parts to come in.  After speaking to them I feel better that I finally received a call back. I expressed to ***** I didnt care how long it took to get the parts in, I just wanted communication from someone who would guarantee I would get my doors fixed and help me fix my problem.  Response time is crucial when dealing with customers and a lack of communication led me to reaching out to the BBB.  I will wait until Mid December even January for repairs.  

  

  Business response

  11/11/2024

  On 11/8/2024 our Installation Manager contacted the consumer to let them know that new lock replacements have been ordered. The delivery time can take up to 6 weeks. Our Customer Relations Manager did follow up with the consumer and confirmed this information and also provided a direct contact number. We will contact the customer as soon as the new lock replacements arrive in approximately 6 weeks. 

  Customer response

  11/18/2024

   
  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.
  
  I expressed to the installation manager i didnt care how long it took to fix my problem but that i just wanted to bear from someone as several weeks went by and I never heard back from anyone at Storm Tight.   I was afraid I would not have the issue resolve for next hurricane season.  I appreciate the follow *** and want to thank the BBB since they helped me get a hold of someone.  
  

   

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

• Initial Complaint

  10/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On May 15, 2024, I entered into a contract with Storm Tight Windows to install Hurricane Impact Windows on all of the windows of my home, and paid a deposit of $14,000. The salesman advised that it would probably take until July before the windows were installed. I have repeatedly left voice mail messages and e-mail messages with the company to call me to let me know when they were going to install my windows, but heard nothing from them until I filed a complaint with the BBB, in July of this year. Finally, on August 9, 2024, I received a call from a person who identified themself as an installation manager for Storm Tight Windows, who told me that one of my windows had to have a special window made, due to its size, that they had to special order, and it would take approximatley 1 more month to have it delivered to them. Since that time, I have not heard anything from Storm Tight Windows, despite attempting to contact the phone number that the installation manager gave me to contact him with. Beccasue I have not heard anything from this company about when they anticipate installing my impact windows, and it has been almost 5 months since I paid my depost, and 2 months since the installation manager actually called me, I am very concerned that this company is not going to complete the job of installing the impact windows that I paid a $14,000 deposit on. They do not return phone calls or e-mails in response to my attempts to contact them.

  

  Business response

  10/17/2024

  We are going to install 17 windows and the last shape window will be installed as a service when it is in stock.  Right now, the *** is 11/1 or 11/8.  The manufacture of the oversized shape is located on the west coast of ** and has had production delays because of the hurricane last week.  They had to shut down due to safety concerns.  The dates for mentioned are estimated, but we have been advised they are accurate.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  For the past month, I've been reporting a broken door handle with this company. I've called multiple times to get the issue resolved and I am transferred to a claims department that never picks up and does not have an option leave a voicemail resulting in the call dropping. There's no posted email to contact and I'm told they will call back and they don't.

  

  Business response

  09/18/2024

  Service was completed to customer's satisfaction on 9/18/2024. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract signed 12/31/2019 Full payment made March 2020 ($22,230)To this date, job not completed because of multiple failed and/or expired inspections.Resolution is to "Finish the Job" and close any and all permits that are open and/or failed (not complete). Company cannot be reached via phone and no response is given via email or other.

  

  Business response

  08/19/2024

  Storm Tight Windows is waiting for the review of the permit to be completed by the city and once the permit is accepted, we will schedule a final inspection. 

  Customer response

  08/22/2024

   
  Complaint: 22095865
  
  I am rejecting this response because: Original permit was opened in March 2020. Final inspection was conducted in May 2023 which failed due to egress on 2 windows. I just need this job closed and permit finalized so I can move on with my life. There have been several issues during the 4 year process but I just want to be done with this company. I've made many, many many attempts to resolve to no avail. Just finish the job you started 4 years ago!!!
  
  Sincerely,
  
  *********************

  

  Business response

  08/29/2024

  Storm Tight Windows is working diligently with the consumer to correct issues with the permit, as it requires revision. Our Customer Relations Manager and Installation Manager are working together with the consumer to keep them updated on where we are in the process of getting two single hung windows ordered in order to replace the current  windows that do not meet egress requirements for the permit. Storm Tight Windows is in the process of starting the revisions on the permit for the consumer and the Customer Relations Manager will follow up again on 8/30/2024. The Installation Manager will also provide a follow up when the two single hung windows are ordered. We do appreciate the consumer's patience and willingness to allow us to work on a resolution for them. 

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased impact windows from Storm Tight Windows, Inc. on May 15, 2024. They have never contacted me about installation. I have left several voice mail messages with their installation department, and I have sent e-mails to their company, asking them to call me to let me know when they are going to install my impact windows. They have never replied back to me.

  

  Business response

  08/16/2024

  On 8/9/2024 our Installation Manager contacted the consume over the phone and discussed the custom shape that the consumer was looking for to ensure that it is all one piece. The Installation Manager addressed the consumer's questions to their satisfaction. This resolves all matters. 

  Customer response

  08/30/2024

   
  Complaint: 22085050
  
  I am rejecting this response because: It took Storm Tight Windows approximately 3 months to respond back to me despite dozens of calls and e-mail messages that I sent to the company, and I still do not have any idea of when my installation will begin.  I have recently attempted to contact them again to find out, and i have still not heard back from them.
  
  Sincerely,
  
  *********************

  

  Business response

  08/30/2024

  On 8/9/24, customer was provided a ******************** of 4 - 6 weeks for product.  Once the product is received, we will schedule the service 

*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. ↩