Complaints

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May of 2023, we entered into contract for 22 windows and doors, totaling $50,580. Upon first installation, we discovered several severe issues, including poor workmanship, damage to property, and failure to adhere to contact agreements, like covering and protecting furniture, clean work area, and sweep/vacuum work area. Later, a manager confessed that management knew this team to be negligent. I could not communicate with anyone on site, as nobody spoke English. However, workers came and did not know what they were sent to do. After several months of trying to communicate the issues to management, finally, a second team was sent out to remedy all the issues. However, they also caused many problems, including damage to my windows by extracting them with a crowbar, unleveled door (door swings closed), property damage (bent dryer top from standing on it), and leaving debris such as razor blades in reach of my children. Wood paneling all damaged around windows. Installed window trim unleveled, leaving 2in gap between wall and trim in some places. Delays in work kept happening as teams would not show up at scheduled times, or one person was sent and they didnt know what job they were sent to do. Workers constantly asking me what needs to be done. Team installed break metal to hide damaged windows, which looked poor and discolored. No project management or communication between management, workers, and us. Now, a third team has been sent out to fix the situation. Three windows still need to be replaced and my door needs to be reinstalled a third time to be level. This team again has failed to communicate efficiently. Weve waited three months for parts, only to find out they only ordered two windows, only have parts for one after they told me that had more, and didnt order the third replacement entirely. Upper management is dismissive and lacks accountability for the many issues weve had. I cant even fit all the problems weve had in this statement.

  

  Business response

  01/15/2025

  Hello,

  We are working with the client and manufacture so they can send the missing part and get this rectified with a new service date to take care of all concerns.

  Customer response

  01/16/2025

   
  Complaint: 22814187
  
  I am rejecting this response because:
  there are more issues than ordering parts. I have asked to have a meeting with upper management. Other property has been damaged.
  
  Sincerely,
  
  ******** Hope

  

  Business response

  01/16/2025

  Hello,

   

  Once we have date from the manufacture we can coordinate. Our goal is to work with the customer to get this job completed to her satisfaction.

   

  Customer response

  01/20/2025

   
  Complaint: 22814187
  
  I am rejecting this response because:

  I have asked to setup a meeting with upper management to discuss my case. No one has contacted me. Considering the complete lack of communication, understanding, competency, professionalism, and respect for my family and property, a simple meeting to discuss plans and expectations is required. Ive been pressured by this company to complete an inspection before theyve actually completed all the work, stating they will fix the damage after. I have explained the damage over and over to multiple people, nobody ever documents the damages, and nothing gets done. I have to ask questions over and over to get answers that are wrong. I need to speak to someone who can competently explain and show me that my property wont be damaged again and that they are actually fixing everything that needs to be fix. 

  
  Sincerely,
  
  ******** Hope

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They did an horrible installation on my windows it costs me the price of new windows to sue them to come back and removed and reinstalled. They have yet to schedule inspection so I can move on from this fraudulent company. I was give. A fake final inspection report. They tried to scare with bolgus lawyer letters. They finally did the job although the window were not *** as agreed the contractor was altered and did not get approval from ***. The worst they go by USA WINDOWS And DOORS.

  

  Business response

  11/13/2024

  Hello,

  This was forwarded to our attorney as the information stated is untrue and this customer has an open case with us and has been falsifying information and posting it on different sites for years.

   

  Customer response

  11/14/2024

  Their attorneys claim against me is baseless.   They did in fact provided me with a man engineering report that was rejected now twice by the city of ******* and I did file a lawsuit against ******* for this company and have a lawsuit that their agreed to settle the day before it was filed.  Today is their deadline and I am taking this to court. They failed inspection I will attach the inspectors reasons.  It has been 4 and 1/2 years.  The installation was life threatening to my family and I.   I gave them the chance to Remedy however they still didnt have the screws properly replaced.  Sad.  No worries I am taking it to court my lawyer is right they are not going to take my houses repairs seriously and could not care if they are causing me stress as I am a Lupus patient who was on no meds and now I am.   I have enough personal issues to deal with then to waste my time with this company.  They are crooks who change their names from *** GREEN to USA WINDOWS and DOORS.  

  Customer response

  11/14/2024

  Their attorneys claim against me is baseless.   They did in fact provided me with a man engineering report that was rejected now twice by the city of ******* and I did file a lawsuit against ******* for this company and have a lawsuit that their agreed to settle the day before it was filed.  Today is their deadline and I am taking this to court. They failed inspection I will attach the inspectors reasons.  It has been 4 and 1/2 years.  The installation was life threatening to my family and I.   I gave them the chance to Remedy however they still didnt have the screws properly replaced.  Sad.  No worries I am taking it to court my lawyer is right they are not going to take my houses repairs seriously and could not care if they are causing me stress as I am a Lupus patient who was on no meds and now I am.   I have enough personal issues to deal with then to waste my time with this company.  They are crooks who change their names from *** GREEN to USA WINDOWS and DOORS.  

  Customer response

  11/14/2024

   
  Complaint: 22401343
  
  I am rejecting this response because:
  

  Their attorneys claim against me is baseless.   They did in fact provided me with a man engineering report that was rejected now twice by the city of ******* and I did file a lawsuit against ******* for this company and have a lawsuit that their agreed to settle the day before it was filed.  Today is their deadline and I am taking this to court. They failed inspection I will attach the inspectors reasons.  It has been 4 and 1/2 years.  The installation was life threatening to my family and I.   I gave them the chance to Remedy however they still didnt have the screws properly replaced.  Sad.  No worries I am taking it to court my lawyer is right they are not going to take my houses repairs seriously and could not care if they are causing me stress as I am a Lupus patient who was on no meds and now I am.   I have enough personal issues to deal with then to waste my time with this company.  They are crooks who change their names from *** GREEN to USA WINDOWS and DOORS. 
  

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

  

  Business response

  11/15/2024

  Hello,

  I will not continue to comment as this is with our legal department. Please stop trying to continue to create false claims against our business, we will be contacting your attorney again.

   

  Customer response

  11/18/2024

   
  Complaint: 22401343
  
  I am rejecting this response because:   They failed the inspection and tried to have the city inspector not to do final inspection.    Thats why he put it on the report Engineering Report rejected by City of *******.   They cant reply because they know they have taken advantage of my trust.   Have them post the contract and how much they got paid from Ygrene.   Ms. ******* provided me with two different work orders and took me for a fool and told me that was my contracts.  Yes please do have your attorney contact my attorney! My sales **** was arrested for stealing at a gas station  they sent a so call field manager who couldnt go up the stairs and cursed inside my house

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

  Customer response

  11/21/2024

  I had to have my lawyer involved and we are filing a breach of contract lawsuit.  Their lawyer never reached out to my lawyer for the record.  I have provided the proof needed.  Its been a nightmare and the fraudulent activities are incredible. I never thought this kind of business along with ******* who claimed to be a government program paid them knowing that they had failed inspection.  

• Initial Complaint

  09/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After two years and nine months from signing the contract for window installation in my condo balcony, the issues are still not resolved. This company is so poorly run. Employees leave every few months so every time I called I had to speak to somebody new and start from the beginning. I was told there were multiple solutions one was an entire reinstallation. Another time it was something simpler it kept changing leading me to believe that these people do not know what theyre talking about. The end result is the windows are leaking the job is not complete. No one calls back. I actually spoke to the social president ones and he was unhelpful and arrogant. The last problem I will imagine is that they often send people who dont have any English language skills. English is my language. Its difficult to communicate complex issues to someone who Does not understand English. ****** Translate on the phone only goes so far.

  

  Business response

  11/14/2024

  Hello,

   

  This project passed city inspection on 8/8/24, before that customer had services to check leak see below details. Please refer to pictures attached below before windows were installed how it clearly shows all leaks that were existing. The windows are not leaking and are not the cause.

  Services 08/05/2024
  ******* ****-Lauderhill-(Isoel & Erving)*Emergency*
  Check the old leak.
  The old cracks were caulked but this was an existing leak before installation.

  Customer response

  12/06/2024

   
  Complaint: 22352419
  
  I am rejecting this response because: the windows still leak in one spot. I left a message at the company and no one returned my call as per usual. 
  

  The inspector came and said that the additional work done qualifies for approval but I have not received a certificate of approval. And the final pieces of the frame covers are still wrapped up in the corner they need to be applied to cover the screws. 
  
  Sincerely,
  
  ******* ****

  

  Business response

  01/15/2025

  Hello,

   

  This job is completed in full and inspections were passed since 8/8/24.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have attached a copy of the demand letter sent to the business. Below is a summary of its contents:Project Delays: The project remains incomplete despite the considerable time since the contract was signed, and there has been insufficient communication regarding the status of necessary permits.Notice of Violation: I received a Notice of Violation from the Miami-Dade County Department of Regulatory and ******************* indicating that the building permit has expired without final inspection approval. This violation has been reported to the Board of Rules and Appeals, putting my property at risk of enforcement actions, including potential fines or removal of incomplete work.Breach of Contract: The failure to complete required inspections and obtain final approval constitutes a breach of our agreement. The letter demands that these issues be resolved promptly and that the work is completed within the next 45 ********** Action: If this matter is not resolved to my satisfaction within the specified timeframe, I will pursue legal action to enforce my rights under the contract, including seeking damages for any costs incurred due to delays, legal fees, and penalties.

  

  Business response

  09/23/2024

  Hello,

   

  We have a scheduled 9/26 services to address issues and re-schedule inspection.

  Customer response

  09/28/2024

  Still have outstanding issues to resolve. 

  Customer response

  10/08/2024

   
  Complaint: 22171636
  
  I am rejecting this response because: As of today, October 8, 2024, the issue has not been resolved. I am still without power at the entryway of my home, the permits remain open, and several additional issues that the company promised to address have yet to be completed. I have been in contact with ******** ****** from the permits department, who can confirm that these issues remain unresolved.
  
  Sincerely,
  
  ****** ********

  

  Business response

  10/08/2024

  Hello,

   

  The client has services scheduled for 10/11/24, the client does not want to do any inspection until all his concerns are resolved.

  Customer response

  10/08/2024

   
  Complaint: 22171636
  
  I am rejecting this response because: While it is true that I do not want the inspection completed until the outstanding issues are resolved, I continue to receive the runaround. Instead of scheduling "service dates" that lead to no resolution, I would prefer the issues be fully addressed so I can approve the inspection. My complaint remains the samethe service from the provider has been poor, and they have consistently failed to address the problems.
  I do not want to continue receiving vague or unsatisfactory responsesI want clear answers. Additionally, I request that the complaint with the BBB remain open until all issues have been fully resolved.
  

  Thank you.
  
  Sincerely,
  
  ****** ********

  Customer response

  10/09/2024

   
  Complaint: 22171636
  
  I am rejecting this response because: With the recent heavy rainfall, the so-called "hurricane impact" windows and doors installed by USA Green had their first real test. As expected, given the poor quality of work your team consistently delivers, Im now dealing with water leaking through one of the windows, leading to water damage inside the house. Ive attached photos for your review.
  
  Sincerely,
  
  ****** ********

  

  Business response

  11/01/2024

  Hello,

   

  We fixed the light and it not works everything is now ready for inspection. 

  Customer response

  11/14/2024

   
  Complaint: 22171636
  
  I am rejecting this response because: I would like the complaint to remain open until we have completed the inspection. Given my past experience with this company, I prefer to wait until everything is fully resolved before closing my complaint. 
  
  Thank you.
  
  Sincerely,
  
  ****** ********

  

  Business response

  11/15/2024

  Hello,

   

  Inspection is complete and passed.

   

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 2023. $18,200 paid $9100. Replace roof. Contractor will not complete the job, making excuse about permit. Wont return phone calls, hanging up on me and blaming the city of ******* for the issues. When calling the City of *******, they tell me their our no problems with the permit. USA Windows and Doors needed to pay for permit, print the permit and schedule an inspection. They are delaying the completion of my roof. Either refund my money or complete the job.

  

  Business response

  09/16/2024

  Hello,

   

  The roof is complete.

   

  Thanks 

  Customer response

  09/27/2024

  First of all, Thank you.  The work has been completed. This company is one of the most unprofessional company *** ever dealt with.  Their lack of respect, workmanship and demeanor is unacceptable. Once they had finished I was harassed for the final payment.   I would not recommend USA Green Window and Doors to clean my toilets.  Wondering how can I check to see if they removed the building liens against my property?   Thank you **** *******

• Initial Complaint

  07/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  June *****, 2024 they installed all windows at my home. After installation inspection passed. I had a termite inspection and spraying on wood, they noted that the windows in my office(4windows) had severe termite damage, and how did they install the windows with massive damage to the *****. I have called since June 26 to correct the rotted ***** issue that is encased by the new windows replaced. I keep getting ignored. I need this fixed so that I can continue with installing blinds.

  

  Business response

  07/17/2024

  Hello,

   

  We were not aware of terminates at the time of installation either way we are sending the installer tomorrow to see the customer's concern.

   

  Customer response

  07/18/2024

   
  Complaint: 21945131
  
  I am rejecting this response because: I had a person come in and finish the exterior however, interior has not been fixed. The person has charged me 750$ plus the parts I had to get from ***********  to fix what USA Window ignored and refused to fix. Im will bee fixing the the interior this week. Unknown what the cost will be. They did call asking to come in same day of call, 7/17/24, however, I work and am out of the home. Spoke to ******* and she stated that they will try to come in today7/18/24. Not happy with how they have acted and not being responsive to my my concerns.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 02-21-2024 we ordered a hurricane front door and 3 hurricane impact windows. On Friday, May 17th the crew installed the windows and the door. Unfortunately, they installed the wrong door. It was not the door which we ordered, and the hardware was not what we ordered. The door was supposed to be an incased door, which it was not. The door is damaged in 3 places, and it closes with air gaps. The crew came back the next day and proceeded to caulk the air holes with bright white caulking. The door looks like a total mess. I called the company and they sent out their project manager and he agreed and made notes that the door was not what we ordered, looks like a mess, and the caulking on the windows was not done properly and needs to be fixed. I followed up with an email to the company as well as the financial company which are holding onto all of the funds for this project. The only reply or correspondence which I have had with the company, is.... when can you be home to fix the caulking on the windows and pass the inspection. This is an entire project. The door needs to be replaced, and the entire project finished. Then there can be an inspection. After a sign off, the financing company releases the funds and we pay the loan. I am not breaking this into 2 projects where the company get paid for the windows and we wait for a year before they fix the door. I have made it quite clear to the finance company this is ONE project that needs to be addressed. They agree with me. Please instruct USA Green (AKA USA Windows and Doors) that they need to communicate with me, and let me know when the door is being replaced. The need to make this right and conduct themselves in a fashionable business way. When they contacted me for a sales call, I was mixed up and thought that this business was USA Home Improvements Windows and Doors, otherwise I would never have used them.

  

  Business response

  06/07/2024

  Hello,

   

  we submitted a claim to the manufacture for the door we are waiting for the manufacture to reply, the customer is set to have services tomorrow for the caulking.

   

  Customer response

  06/10/2024

   
  Complaint: 21806787
  
  I am rejecting this response because: The manufacturer of the door is your client, not mine. I ordered a door from your company. The wrong door was installed at my house. Your job is to re-order the correct door as per the contract and advise me of the date of which it will be installed. You letting me know that you have contacted the manufacturer a month ago, does not tell me anything, nor does it resolve the problem. As far as the caulking, your company did not set up a time with me. Your crew cannot simply just show up and expect to gain access to my house without a proper appointment. Please just let me know that you have ordered the door from your supplier and a date when it will arrive. The caulking can be done all at the same time to avoid me taking days of work to complete this project. 
  
  Sincerely,
  
  ***************

  

  Business response

  06/24/2024

  We are working with the client and the manufacture on getting a new door.

   

  Customer response

  06/24/2024

   
  Complaint: 21806787
  
  I am rejecting this response because: As you know, we purchased 3 Hurricane windows and a door manufactured by Advisar in ***** (As per the sales agreement and contract.) The door actually installed was not the door ordered and was not even from the same manufacturer, style and quality. There was no communication to us that USA Green (AKA USA Windows and Doors) would be switching the door. It has now come to our attention that a different manufacturer is being used to replace the defective door but we have no details other than what we can ***** from their website. We do not have any revised contract, revised details of the new door to be installed. Nothing has been resolved or revised contract signed. We have no timing as far as the corrective work to be done.
  
  Sincerely,
  
  *********************

  

  Business response

  07/17/2024

  Hello,

   

  The estimated arrival for the new door is 8/26/24.

  Customer response

  07/17/2024

   
  Complaint: 21806787
  
  I am rejecting this response because:

  While I appreciate that there has been numerous back and forth correspondence, there has been no resolve to confirm that the door is a pre-hung door and there has been no resolve as to the hardware matching the original order but in bronze color.

  Perhaps your next attempt to rectify this situation would be to confirm the door hardware and then above mentioned pre-hung door.

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

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 11, we had our windows and door installed. We failed inspection number one on 4/16 because the door was not latching or locking properly. The door is not square in the frame. We called the company numerous times to no avail we went personally and someone came out to try to correct the door, however, on inspection day number two 5/16 it still didnt pass failure to latch and lock and failure to close on the back window as well as we found out that two of the windows did not have matching stickers to what was originally written in the permit Request. Weve called and spoken to ******, *******, *******, ******, and *******, weve asked for a field supervisor to come out here and no one has ever returned our call or sent someone to inspect. The contractor wont even show up when the inspector is here. Originally we were told that the financing company would not pay the contractor until final inspection however I found out thats not true. They got paid on April 12. I believe this is why they are not coming back to correct these issues. I want these contractors to come and redo their work to make sure that the door is square in frame and the window locks and closes properly. Also to give us the windows to match the serial numbers on the permits. Its now been a month after installation and I still have dirty windows and stickers all over my windows and doors. Its dangerous to have a window and door that doesnt close it lock properly.

  

  Business response

  05/21/2024

  Hello,

   

  A field manager is visiting the property on 5/23 between 9-10am  to go over customer's concerns. After the field manager visit we will proceed with inspection.

   

  Customer response

  06/07/2024

  Field manager, ***** came out to the property at 5/23. We explained all issues that needed to be fixed to pass inspection. He did not correct anything and left. Weve spoken to ******* numerous times and calls to ***** have been unanswered. Nothing has been resolved. They have not completed the work we paid for and have not set a date to do so. This complaint should not be closed and should reflect my dissatisfaction with their attempt at resolution. 
  

  Customer response

  06/07/2024

  Field manager, ***** came out to the property at 5/23. We explained all issues that needed to be fixed to pass inspection. He did not correct anything and left. Weve spoken to ******* numerous times and calls to ***** have been unanswered. Nothing has been resolved. They have not completed the work we paid for and have not set a date to do so. This complaint should not be closed and should reflect my dissatisfaction with their attempt at resolution. 
  

  Customer response

  06/07/2024

   
  Complaint: 21733970
  
  I am rejecting this response because:Field manager, ***** came out to the property at 5/23. We explained all issues that needed to be fixed to pass inspection. He did not correct anything and left. Weve spoken to ******* numerous times and calls to ***** have been unanswered. Nothing has been resolved. They have not completed the work we paid for and have not set a date to do so. This complaint should not be closed and should reflect my dissatisfaction with their attempt at resolution.
  
  
  Sincerely,
  
  *****************

  

  Business response

  06/07/2024

  Hello,

   

  The customer is scheduled for the 13th to have inspection and correction.

   

   

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company installed windows completely incorrectly. Aside from damages caused by installation the sliding doors seem to be installed backwards. Things look missing. Measurements incorrect. Screens not on properly or fitting. There are holes allowing animals and reptiles to enter my home and they have not done anything but defer to the manufacturer. There are clear installation errors and its been almost two months trying to get it resolved.

  

  Business response

  05/21/2024

  Hello,

   

  The manufcature visited the customers house to address the issues covered under warranty. The service date was 5/15/24.

   

  Customer response

  05/22/2024

   
  Complaint: 21724981
  
  I am rejecting this response because: They came down for 2 min. they didn't go window by window to see what the issues are. Nothing has been fixed. things are definitely not installed properly. I emailed videos and photos and no one has responded back. 

  When i asked to send someone down, im told weeks out. i need someone to come with an install crew and fix the issues and change out the reverse installed glass doors. 

   

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

  Customer response

  05/22/2024

  I also have screens laying around the yards thatr were never installed properly because they also dont fit. 

  

  Business response

  06/07/2024

  The manufacture visited the customer to repair the sliding glass door. We received covers that were missing, still parts are pending once received we can coordinate a service date.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  windows and doors do not close properly. Workers do not speak English and the installation of the windows and doors was not done properly so nothing closes correctly. It is almost impossible to speak with anyone from the company in regards to the job. With the exception of the field manager which we requested to be on the job site daily as we do not speak Spanish.

  

  Business response

  05/07/2024

  Hello,

   

  The job is not complete, and inspection has still not occurred. Our installers are on site working, please wait till job is done in order to file a complaint as nothing can be properly accessed because it is not finished and it is in progress.

   

*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. ↩