Business Profile

Windows

Florida Window & Door Solutions LLC

BBB Accredited Business A-Rated by BBB

Complaints

Customer Complaints Summary

15 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:04/05/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Florida windows and doors gave my (now fired **, who is also a friend of his) a price for some windows and doors.I was advised to pay $17,252 by my ** to florida window and doors and by paying up front i received a 4% discount.Our ** was doing a renovation for us, and had filed a permit for building work for our living room and roof as a start. The permit that was obtained, which we didn't see until after he had started work, and we had signed the Commencement of work was not in our name as the homeowner- regardless this was not a permit for new windows and doors to be installed. We fired the ** for a number of reasons and i looked back on florida w and d receipt and contacted them to advise we were no longer using that **. I asked what it was our ** had ordered exactly and was sent to ****** links. I said it wasn't taking me to anything specific (this is all in email and documented). I also asked if the order could be changed and was advised yes it could. I said I still couldn't see what had been ordered. We hired a new gc who asked again in January what had been ordered and all of a sudden a written order appeared with images (they didn't send to me). A NON SiGNED contract appeared. Our gc asks if we can go see the windows and doors ordered and he allowed. We went to see them and the quality is not what we wanted plus some were white, some black. We emailed to say we would be canceling and wanted a refund. We do not have the windows, nor had signed a contract. The owner ignored emails/calls and then a few days later produced a signed contract by our fired gc?! (WIth our name spelt incorrect too). They had our money, so we contacted our bank who conducted a 2 month investigation and ruled in our favor and returned our money, they had all the evidence. Florida w and d has now contacted a debt collector who is hassling us, we do not have the windows and doors, do not have a contract and no permit was ever pulled for windows and doors by them or our fired gc.
Business Response
Date: 04/07/2025
Response to BBB Complaint

We strongly dispute the claims made by the complainant and stand by the legality and enforceability of the transaction in question. The following facts and references to Florida law clarify our position:

Legally *******************************************************start="791" data-end="794"> The homeowners general contractor (GC), who was actively engaged in a renovation project on their property, entered into a purchase agreement with Florida Windows and Doors for specified window and door products. Under Florida law, a contractor is legally permitted to contract for materials and services on behalf of the property owner during a permitted construction project.

Notice of Commencement (NOC)
A valid and recorded Notice of Commencement was executed listing the homeowners property. This legal document, per Florida Statute ******, not only allows a contractor to pull permits but also designates suppliers (such as Florida Windows and Doors) as parties authorized to furnish materials and labor for the property. It creates lien rights under Florida Statute Chapter 713 and serves as a direct acknowledgement of the contractors authority.
Signed Credit Card Authorization and *******************************start="1747" data-end="1750"> The homeowner (or someone acting on their behalf) signed a credit card authorization form for payment of the materials. We have documented email communications from the homeowner indicating their intention to proceed with the order and even requesting additional products. These actions constitute acknowledgment and participation in the transaction.
Materials Ordered and ******************start="2143" data-end="2146"> Based on the executed agreement through the *** products were ordered and staged for delivery. These were specific custom products, and production was initiated in good faith under the terms of the agreement. Refusal to accept delivery after materials have been ordered does not negate the financial responsibility, particularly under Florida law governing construction materials and supplier rights.

Florida ****************************************start="2598" data-end="2601"> Under Florida Statutes 713.001713.37, including but not limited to ****** and ******, a contractor or materials supplier has the legal right to enforce payment when materials are ordered for improvements on private property. Any attempts to withhold payment or reverse charges for such materials may be construed as misrepresentation or fraud, particularly when a *** has been signed and recorded.
Bank Chargeback and ************************start="3066" data-end="3069"> Although the bank temporarily ruled in favor of the cardholder, financial institutions do not adjudicate legal contract disputes. We are actively contesting that reversal and have rightfully referred the matter to collections. The debt remains valid and enforceable under Florida law.
Misuse of the **********************start="3392" data-end="3395"> The complainants attempt to distance themselves from their GC after a legally binding agreement and Notice of Commencement were in place is not a valid basis for cancellation. Florida law holds the property owner responsible when materials are ordered under an active permit and a lawful NOC.
We request that this matter be closed with the acknowledgment that Florida Windows and Doors acted in full compliance with all applicable Florida statutes and in good faith. We remain open to resolving this matter, but we will continue to enforce our rights as permitted under state law.
We have attached chain of emails stating the opposite of the complaintent, also signed contracts, credit card statements, and NOC by the homeowner.
Once the debt collectors have been called in we cant call off, the next step will be legal.
Customer Answer
Date: 04/17/2025
Hello

We did not see this response as we have been away.
Whilst the company keeps throwing the statues and law, their chain of communication actively shows them not willing to tell us what had been ordered.
The GC and ourselves did not have a contract, he started work with a permit not in our name, the homeowner nor was it for windows.

We still to this date have tried calling florida windows and doors and they do not call back.
We have tried to sort this matter but their bullish ways of 'enforcement' shows the opposite of wanting to sort this dispute
Business Response
Date: 04/21/2025
Dear BBB,
Please be advised that this individual is no longer a client of ours. The contract and associated documentation were sold to a collections agency due to the customer unlawfully withdrawing their deposit.
Any future inquiries or complaints regarding this matter should be directed to the collections agency now handling the account.
*****************************
*******************************
P: ************
F: ************

************************************************************************************************** 32751
Customer Answer
Date: 04/21/2025

Complaint: 23164383

I am rejecting this response because:
- this company could not produce an order form when asked and sent ****** links
- produced a permit not even in our, the homeowner name. What company would go and Potentially install with a permit not for windows and doors and NOT in the homeowners name.
- produced a non signed contract once we stated we wanted to cancel and then a signed one a few days after cancelation request
- advised an order could be changed, in writing and then later said it was custom
- trying to get a debt collection agency to collect more money than the supposed order plus installation when no installation has occured.
- the owner of the company and our fired ** are friends. The ** quite happily said to go to court. This company should be pursuing the ** who signed the contract (which even states that in their onw contract which is full of spelling errors) and the ** can then pursue us but they both know what they have done and are trying bullying ways.
- Their contract also states that this is a solicitation sale and they have no right to keep our money.
- we have phone records, and texts of asking for a call with this company (even last week) and their response - speak with the debt collection agency. Collecting a debt for products we don't even have and not even willing to have any form of discussion. Proof they just scam to keep people's money.
This is just a snippet of all the email trails we have.

Sincerely,

****** *******
Business Response
Date: 04/22/2025
we firmly stand with our previous response, and reject there rejection, case closed.
Initial Complaint
Date:01/12/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Issue with caulking where door meets flooring. Called a few times during the week of Dec 16, no one answered and no option to leave a message. Called again on Dec 23rd 2024 and spoke to ***** who told me to email her (she provided email address) with pictures and she would take care of it. I emailed her within 10 minutes with the info and no response, waited and resent the email again on Dec 30th 2024 and called still no response. Called my salesman ***** twice who promised to find out what was the holdup and get back to me-still waiting on call back . Called ***** again on Jan 10 2025 and left a voicemail
Business Response
Date: 01/13/2025
Dear Mrs. **************** you for bringing this matter to our attention and for your patience while we work to address it. I sincerely apologize for the delays and lack of follow-up you have experienced in resolving the issue with the caulking where the door meets the flooring.
To provide some clarity and reassurance, this caulking is purely cosmetic in nature, and while we understand its importance, we want to assure you that your door is 100% sealed and fully protected against water intrusion on the exterior.
As part of our standard practice for envelope protection, we use a meticulous methodology to ensure the jambs of the doors are completely buttered and covered with sealant, providing robust protection from water intrusion. Even if shrinkage were to occur on the exterior, the depth of the door jamb is designed to prevent water penetration.
For this installation, we used Duo-Sil Caulk from Bostik, a leader in envelope protection solutions both in the *** and ******, as specified in our contract.
To ensure we resolve this promptly, I have reviewed your previous communications and will prioritize this matter. Heres what well do next:
Immediate Review: I have escalated your case to the appropriate team, and we are currently reviewing the pictures and information you provided in your emails.
Action Plan: A member of our team will contact you no later than 1 day from now to confirm our next steps and schedule a resolution.
Point of Contact: I will personally oversee the progress of this issue and keep you updated to ensure there are no further delays.
Please dont hesitate to reach out to me directly if you have any additional concerns or questions in the meantime. You can reach me at407-274-2326 or by replying to this email.
Once again, I apologize for the inconvenience and appreciate your understanding. I assure you we are committed to resolving this matter quickly and to your satisfaction.
Sincerely, Rod Kubier
Customer Answer
Date: 01/13/2025
I would prefer that the case is not closed until the work is completed.
Customer Answer
Date: 01/13/2025

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
Date:12/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
- November 2022: The owner *** sold me a window that wasn't appropriate and would not fit properly for my window space. I originally called them, because I had a leak in my prior window.-April 2023/Window Install: The window they installed they contracted out with installers that had to retrofit for my window space by gluing unsightly unprofessional wood to the inside of the window without asking my permission if they could do that to my interior window and left wood cut outs around the crank handles. -April 2023: I called them immediately about the bad and unsightly install, but their office manager was very condescending when called/emailed. She said they aren't in charge of aesthetics and I said the wood looks horrible and cheap which she replied it's not cheap wood. The owner never reached out again and I thought I was stuck. - June 2024: A little over a year later the window starts to leak! The same problem I had them replace my window was now happening again due to a bad install! It destroyed my wood floors, trim and area rug. - June 2024:The owner refused to talk to me ever again and said the install warranty is only a year through his employee **** which does not legally negate responsible of poor installers/damage occurred as verified by an attorney and other contractors and was not addressed at my initial complaints while under warranty.- June 2024: **** came out to caulk it and told me the female office manager and installers who did this don't work with them anymore for reasons just like this. So they know their installers were bad, but refused to do a thing! 2 people they sent by even said why would they install it this way? One being **** said he'd help find someone to potentially reinstall this ugly leaking nightmare , but he too disappeared and never called again. So now I have a bad window, ruined carpet, floors and trim and thousands of extra dollars to spend to fix this Proof: I have emails and text messages to prove all of this attached.
Business Response
Date: 12/13/2024
Response to Complaint

We regret that you had a negative experience with our company and appreciate you taking the time to share your concerns. We take all customer feedback seriously and strive to resolve issues in a professional and timely manner.
After reviewing the details of your complaint, we would like to address the following points:

We regret that you had a negative experience with our company and appreciate you taking the time to share your concerns. We take all customer feedback seriously and strive to resolve issues in a professional and timely manner.

After reviewing the details of your complaint, we would like to address the following points:
1. Purchase of the Window:
While we provided guidance and recommendations, the purchase decision was made freely by you. We aim to provide the best solutions based on the information provided at the time of consultation, and we regret that the product did not meet your expectations in the long term.
2. Trim and Aesthetics:
Your existing trim is custom-made and requires a specialized knife to replicate, with an estimated cost of $500$900 to create the necessary tooling. Due to this, all parties agreed to retain the original trim during the installation process to avoid the excessive costs associated with replicating it. We understand that this may not have fully met your aesthetic expectations, but this decision was made collaboratively to minimize additional expenses.
3. Leak Concerns:
As the window did not exhibit any leaking for the first 18 months after installation, it is unlikely that the window itself is the source of the current issue. Based on industry experience, the water intrusion is more likely due to a roof or wall leak that is allowing water to penetrate and ultimately reach the window. We strongly recommend hiring a professional leak detection company to assess and identify the actual source of the water intrusion.
We are committed to assisting within the scope of our responsibility and expertise. Please feel free to contact us at ************ if you would like further guidance or documentation related to your installation.

Sincerely,
Rod Kubier
Customer Answer
Date: 12/14/2024

Complaint: 22644147

I am rejecting this response because:
The response is categorically untrue and the company knows the installation is the reason as admitted in documentation and by their own employees. They even sent out someone to caulk the window as they knew it was leaking and the cause. We had an adjuster out who also verified this. The window was not sealed properly and was a bad install. In addition we did not agree to the way the window was done athestically, or told wed need a key and that the affect of the retrofitting would have on the inside of the window. This is the result of getting sold a window that was not proper for the space. This response is nothing short of lacking accountability and a lie to try and make his business look better. I will see them in court if this is not remediated properly. I will also be uploading the adjusters proof and texts verifying this company sent someone to fix the window leaks with temporary caulking. I have all the proof. In addition it was not 18 months later rather ***** months later. Shame on this company!

Sincerely,

****** ****
Business Response
Date: 01/02/2025
Response to Complaint

We regret that you had a negative experience with our company and appreciate you taking the time to share your concerns. We take all customer feedback seriously and strive to resolve issues in a professional and timely manner.
After reviewing the details of your complaint, we would like to address the following points:

We regret that you had a negative experience with our company and appreciate you taking the time to share your concerns. We take all customer feedback seriously and strive to resolve issues in a professional and timely manner.

After reviewing the details of your complaint, we would like to address the following points:
1. Purchase of the Window:
While we provided guidance and recommendations, the purchase decision was made freely by you. We aim to provide the best solutions based on the information provided at the time of consultation, and we regret that the product did not meet your expectations in the long term.
2. Trim and Aesthetics:
Your existing trim is custom-made and requires a specialized knife to replicate, with an estimated cost of $500$900 to create the necessary tooling.Due to this, all parties agreed to retain the original trim during the installation process to avoid the excessive costs associated with replicating it. We understand that this may not have fully met your aesthetic expectations,but this decision was made collaboratively to minimize additional expenses.
3. Leak Concerns:
As the window did not exhibit any leaking for the first 18 months after installation, it is unlikely that the window itself is the source of the current issue. Based on industry experience, the water intrusion is more likely due to a roof or wall leak that is allowing water to penetrate and ultimately reach the window. We strongly recommend hiring a professional leak detection company to assess and identify the actual source of the water intrusion.
We are committed to assisting within the scope of our responsibility and expertise. Please feel free to contact us at ************ if you would like further guidance or documentation related to your installation.

Sincerely,
Rod Kubier
Customer Answer
Date: 01/07/2025

Complaint: 22644147

I am rejecting this response because the business literally cut and pasted the exact same response I rejected previous which is all lies and inaccuracies. I have emailed and call the business countless times. *** Kubier the owner refused to talk to me as documented on those occasions. I will not accept anything less than repair/damage costs and fixes as well as a call from the owner since he will not respond to my communication.

Sincerely,

****** ****
Business Response
Date: 02/12/2025
Dear Mrs. ************** you for your response. Id like to provide some clarification and address the concerns youve raised regarding your windows.
As a licensed glass and ****** with 27 years of experience in the window and door industry, Ive personally sold or managed the installation of over $50 million worth of replacement windows and doors in Central Florida. Based on this extensive experience, I can confidently state that windows do not develop leaks after functioning properly for 15 months through a full season of storms and then begin to leak the following year.
In nearly all cases99.9999999% of the timesuch situations are caused by a roof leak or a wall leak above the window. Water penetrates the building envelope, travels down the wall, and reaches the window, giving the appearance of a window leak. I strongly recommend having the area above the window, including the roofline, inspected thoroughly to rule out other potential sources of water intrusion.
It is also important to note that your windows were not only installed to industry standards but were also reviewed by a third-party certified inspector and passed inspection on March 13, 2023. These inspections are performed by certified window experts to ensure compliance with code and performance standards.
Additionally, Id like to address a couple of inaccuracies in the dates mentioned:
The lady in our office whom you referenced was not employed here in April, so it would not have been possible for her to speak with you at that time.
Your windows were installed on March 3, 2023, and, as mentioned, passed inspection shortly thereafter.
I hope this clarifies the situation, and Id be happy to assist in further investigating this matter to identify the source of the water intrusion. Please let me know how youd like to proceed.
Best regards,
Customer Answer
Date: 04/01/2025
As mentioned previous the business has completely falsified their response based on dates provided and their own employees admitted that it was a poor installation and the window should not have been sold to me. The business had done NOTHING to fix the damage and will not take my phone calls. I want this complaint reopened. Consumers need to be warned of this businesses bad faith and willingness to rip off their customers by providing the wrong *********************, not backing up their work, and not taking doing anything to fix the problems. The owner is a *****! You can even see by their reviews this is their poor reputation.
Business Response
Date: 04/14/2025
please review the last several responses, your warranty with FWDS, had expired with your first response to us.
Customer Answer
Date: 04/14/2025

Complaint: 22644147

I am rejecting this response because: **** employees admitted that the installers were not good and therefore dont work for them anymore. I have consulted with legal counsel and even though the installation timeline had slightly passed, (FWDS is lying about the timeline in these correspondence) they are still liable since the work was insufficient in the first place so did not follow the contract. The owner also sold me the wrong window for the space and need. I complained right after installation and was told by their employee there was nothing they could do and it was a good job (which even looking at it you can see it was done very poorly) and tried many times after that when the window leaked and did thousands of dollars of damage to call them. The owner would not speak with me or make any attempt to remedy the situation. Another worker named **** came out and caulked it and also relayed the message the owner would not do anything and the installers did poor work. The want to get their money and run. Poor work and service.

Sincerely,

****** ****
Business Response
Date: 04/17/2025
Dear Mrs. ************** have previously responded to your complaint and we reply once again with our same message.
Since this has been on going issue for the last 8 or 9 months I am assuming your waterintrusion issue.

Thank you for your response. Id like to provide some clarification and address the concerns youve raised regarding your windows.
As a licensed glass and ****** with 27 years of experience in the window and door industry, Ive personally sold or managed the installation of over $50 million worth of replacement windows and doors in Central Florida. Based on this extensive experience, I can confidently state that windows do not develop leaks after functioning properly for 15 months through a full season of storms and then begin to leak the following year.
In nearly all cases99.9999999% of the timesuch situations are caused by a roof leak or a wall leak above the window. Water penetrates the building envelope, travels down the wall, and reaches the window, giving the appearance of a window leak. I strongly recommend having the area above the window, including the roofline, inspected thoroughly to rule out other potential sources of water intrusion.
It is also important to note that your windows were not only installed to industry standards but were also reviewed by a third-party certified inspector and passed inspection on March 13, 2023. These inspections are performed by certified window experts to ensure compliance with code and performance standards.
Additionally, Id like to address a couple of inaccuracies in the dates mentioned:
The lady in our office whom you referenced was not employed here in April, so it would not have been possible for her to speak with you at that time.
Your windows were installed on March 3, 2023, and, as mentioned, passed inspection shortly thereafter.

Best regards,
Initial Complaint
Date:05/09/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
1. We were quoted 8-10 weeks *** and it took 17 weeks. We received little to no communication during this time. Our Sales Rep went nearly 3 weeks without returning texts/calls because he was always on the road.2. When calling to inquire i was told multiple times Id get an update yet it rarely happened. 3. When the door was finally received and installed, the installation was, and currently is very poor (see pics). They used a high gloss caulking on a Matte Black Door, got black paint on pavers and tile, and have yet to address a resolution. A service Tech came on April 9 and told me that theyve had so many issues with this particular installation contractor they fired him. Since April 9 Ive followed up twice and have yet to receive a response or resolution - complete silence.
Business Response
Date: 06/04/2024
I have spoken with the guest a couple times since the complaint, and we have developed a plan of action to correct the issues. We are currently awaiting for materials that should assist in fixing his issue as they had to be ordered, and once received we can schedule a time for our service tech to come out and finalize the repairs. I will continue to follow up with the client on ETAs and schedule timeline.
Customer Answer
Date: 06/04/2024

Complaint: 21691597

I am rejecting this response because: I'd like to keep this complaint open until the work has been completed to my satisfaction, and what was promised to me. While I have received a response, albeit after I submitted this case, weeks continue to pass without further progress. I recognize that materials are on order, however my first complaint inspection was completed on April 9 - nearly 2 months ago. From what I know, they are indeed working on a solution and parts are on order, but due to the past broken commitments made by Florida Window & Door Solutions it's in my best interest to leave this complaint open until the matter is 100% resolved.

Sincerely,

***************************
Business Response
Date: 07/02/2024
We are visiting the guests residence on July 3rd with material needed to fix customers complaint.
Customer Answer
Date: 07/08/2024

Complaint: 21691597

I am rejecting this response because: according to service department the wrong parts were ordered and the door was not fixed on July 3 as intended. I was notified that the correct parts would take approx 1 week, then I would be informed on getting back on the schedule.

Sincerely,

***************************
Business Response
Date: 07/18/2024
Hello,
We ordered correct parts per my service department, and I believe he has scheduled a day with the consumer to go out and finalize the project. Please let me know if that has not happened so I can hasten the process.
Customer Answer
Date: 07/24/2024

Complaint: 21691597

I am rejecting this response because: ******* did visit the property on July August 22 as planned, however 2 pieces of the siding have already fallen off. I've texted ******* directly to ask for a follow-up appointment the week of July 29 and am waiting for a confirmation. Confirming the project is not complete to satisfaction.

Sincerely,

***************************
Business Response
Date: 07/24/2024
Our service technician ******* was out and from my knowledge resolved all issues on the clients house. I was told he was going to close this case and remove the review. Thank you
Customer Answer
Date: 07/25/2024

Complaint: 21691597

I am rejecting this response because: You are correct that ******* did visit our home on Monday Aug 22 and completed the work. However, as stated in my response the following day THREE of the panels fell off the door frame, which are the parts that were needed to complete the work. Please see the following attachments for proof that I've communicated to ******* that I need to get back on the schedule so he can come back and reinstall the panels more securely/nails/glue/adhesive. This compliant is not resolved.

Sincerely,

***************************
Business Response
Date: 08/05/2024
Hello,
Since my last email, it is my understanding that ******* came out and completed what was not completed on the last attempt. please confirm all desired repairs have been completed. Thank you!
Customer Answer
Date: 08/05/2024

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
Date:02/28/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
** Window and Door Solutions (FWDS) installed windows in our home. We had a Sumter County building inspection conducted on January 31, 2024. The inspection failed due to product approval is for block home. Screws not driven home per **. No evidence exterior is weather tight per R703. The building permit is attached. We have called FWDS eight times, and either we get voice mail or *******. ******* has told us that the service manager will contact us. The service manager has never called and spoken to us about when they are coming back to fix the windows. It has been almost a month since the building inspection failed. We are concerned that we are never going to get our windows fixed.
Business Response
Date: 03/26/2024
Hello,
We have spoken with both the guest and the county inspector since this review was posted, and have gone over what is required. We are currently developing a plan of action to rectify the error. Our ownership and install team will be meeting with the inspector again to ensure that the correct installation method that this specific county requires, is met and corrected on the client's project. We are in continuous communication at this point with both parties involved, and hope to have this resolved shortly.
Customer Answer
Date: 03/27/2024

Complaint: 21358470

I am rejecting this response because: the company has sent a representative to meet with the county inspector and fix one of the problems. That happened on Friday, March 15th. Their rep who came here, *******************************, made mention of a window screen that needs to be rescreened and promised a meeting between him and the companys owner to determine when they will bring our windows up to code. Today is March 27th, and we have NOT HEARD A WORD from Florida Window and Door Supply. Why is this so difficult and time consuming??? Send a team of installers who know what theyre doing out here to fix our windows! Sadly, it is my belief that the company has no intention of fixing the problem. If I am wrong, I will apologize profusely, however, why not move on this? What next meeting with the inspector are they talking about (theres none scheduled). The inspector explained to ******************************* what needs to be done. Why isnt the company communicating with us? Why is this taking so long? Whats the delay?

Sincerely,

*****************************
Business Response
Date: 04/08/2024
Hello,
Since this latest response, our production manager has gone to the guests home and met with the inspector. To my knowledge this issues has been resolved and the inspection has passed for our guest. Thank you.
Customer Answer
Date: 04/11/2024

Better Business Bureau:
It took a while, and Im sure that your assistance was helpful, but we are satisfied with the business and their actions to correct the problem. It has been successfully resolved.
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
Date:11/14/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had a composite back door installed 09/12/23. There was an issue with lock installation and had to come back several weeks later. The workman informed us that we were going to get s phone call to advise us when the door was to be inspected. We paid $275.00 for a permit fee and to date 11/14/23, has never been filed. There was ample time to file for one since the contract was signed 06/27/23. I called the Palm Bay permit department and there is no permit ever filled they said. Spoke to Julie from the company and she said there was management change and they had to resubmit the permit. Called her several other times and no return phone calls. I can’t even paint my door because it has to be inspected first. Now what????? Please advise me…Thank You P.S. The door was paid in full.
Business Response
Date: 11/29/2023
Hey *****! Julie was correct in the claim of us having a management change and having to resubmit the permit. Our permit department will be here at 8:00 am and I will have them get them to schedule inspection.
Customer Answer
Date: 11/30/2023

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,

***** ********
Business Response
Date: 12/01/2023
Thank you for your business
Initial Complaint
Date:08/08/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 29th, I ordered a side garage door and advised that installation will occur six weeks later. Last week I reached out to Matt, a leader for the Sales team just to check to see when the door arrived, and Matt promptly ghosted me. Today, Monday, 8-7-23, I had to call and speak with Julie, who gets credit for handling my disappointment as best as she could and for answering the phone. Most companies do not answer phones today. Julie informed me that the door will not arrive until September 1st, which is the Friday before the Labor Day weekend. Realistically, the door will be installed mid September not mid August as originally informed. So, now I have a busted door that will remain exposed for another 30 days not to mention that is an additional 30 days deeper into the most intense time of the storm season. Worst case scenario is that I have paid over 2K for a door that might be the only item left remaining should the big one hit while waiting. I guess they'll install it to the pile of rubble. Additionally, a response---text message would have been just fine--so that I would not have had to make the call today would have been decent. I did state who I was in the text sent last week. A proactive from the business FYI text letting me know that the arrival date has changed by slightly more than two weeks would have been better than decent and used to be the way things were done because business owners cared about having a positive reputation. Why can't businesses be decent to customers any more? Nobody cares about repeat business? I guess Florida Window and Door Solutions is like the ****** **** ***** *** *** ********* *** ****** ***** *** ***** Now, I fear that I will never, ever hear from Florida Window and Door Solutions again. I was ghosted last week. Julie may quit so no one will answer the phone. I guess honest, fair, respectful businesses disappeared with the Pterodactyls.
Business Response
Date: 08/08/2023
Florida Window and Door Solutions tries to achieve greatness when it comes to service and returning phone calls. We have went through upper management changes and a major growth spurt which can at times lead to a mistakes and failures in communication. We are not perfect but we strive to be. We appreciate the constructive feedback and will work to improve in these areas promptly. If there is any way we can expedite this install process we certainly will.
Thank you,
Matt W*****

Customer Answer
Date: 08/08/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is somewhat satisfactory to me.
I do appreciate Mr. Matt ******** quick response, which if that would have done that last week when I reached out to Matt, whom I assume is Mr. Matt ******* then we all could have avoided the communication and efforts involved over the last 24 hours.

Sincerely,

*** ***********
Initial Complaint
Date:03/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I can’t get the company to complete its job I order and paid cash for three slider back doors when they were first put In on Nov 8. Two of the doors were installed other did not have all the parts so was not installed for about 2 weeks In the order was for three screen doors I never received the screens I have been calling and working with Nicole when I ask for a supervisor I was told Nicole was the owner so know every time I call they tell me she is on another line and she will call back but never have received a call back So 2 weeks ago I said if I don’t here from her in a week I will go to better business or get an attorney Still have not heard from them From the beginning I have had nothing but Regret from working with this company my doors leaked in the rain when I told her she replied that I already had the leaks When I order the doors I told the sales man that in the past it had leaked but I repaired the issue and he said if there are any issues the will fix when installing but I was never told of any problems So again I had to repair at my own expense to fix the issue Please help ******* ********
Business Response
Date: 03/27/2023
Ms. * had her install on Nov 7, 2022 for her first 2 doors and Dec 5, 2022 for her last door. At this time the client paid her balance and signed off on the project that all was complete. From the information gathered, Ms.* informed the installers that she did not want her screens so the installers did not install them. Her inspection was on Dec 9, 2022 and she passed with no issues.
On Dec 14, 2022 Ms. * contacted us about the doors leaking during a rain storm and she sent me some pictures. We were aware that Ms. had leaking issues before we installed her new doors but she informed us that she had the leaks fixed before we installed the new doors. Upon reviewing the pictures we could see the leaks were not due to our doors but other issues with the building. I advised Ms. * that her previous issues were not resolved and that needed to be fixed at the area below the doors which is on a roof. On Dec 16, 2022 Ms. * called Brevard county who took her word and changed our passed inspection to failed without visiting the home. We then contacted the inspector and sent him the photos provided by Ms. * and the inspector agreed it was not the doors and said he would visit the home. Inspector Daryl went to the home and confirmed it was not our product or install that was creating the issue and changed the inspection back to passed. This information is noted in Brevard county permitting and clearly states the leak was not the result of our product. We also have documentation in the file stating this info. Last update from Brevard was on Jan 6, 2023 and our office file was closed for the client.

Throughout this time the client never mentioned the screens again since the time of install. We had no contact with client again until Feb 2, 2023 when the client reached out via text to N which is how she sent pictures and communicated. On this day she sent images about the screens. N responded to her but received no response from Ms. ** N reached out to client on Feb 7, 2023 and informed Ms. * of her findings and she informed Ms. * that she reviewed all paperwork and spoke to installers and confirmed the job was complete and the screens were not installed because they were not wanted as the client did not want the screens blocking the view of the ocean. It was also stated that often times we cannot add the screen after install as some screen track pieces have to be installed at first install and cannot be added later. Client was informed that the screens would of been thrown out when refused as they were custom size. At this point, the conversation was complete.
On March 2, 2023 Ms. * texted N again after a few more weeks of no contact. Text copied here “Hi Nicole I’m texting because I have called twice this week but no return call
Can you please reorder my screens.
I would like to have them installed before April
Can you please advise that you have received this message and will reorder”. Nicole reached out and called Ms.* the same day as she had not received any calls, messages or text from Ms. *. Nicole repeated the previous conversation and said she would see what we could do as a courtesy but could not guarantee the screen tracks were complete and the screen could be installed but she would reorder screens and try. It would take 6-8 weeks to get new screens.
Ms. * has called a couple times and spoke to Gerri, who is Nicole’s assistant and project coordinator. Sometimes calling back to back and receiving same answer from Gerri. Gerri has informed Ms. * that we are working on getting her new screens but we have not received them yet. Based on timeline, there is still about 2-4 weeks before we would receive the custom screens and then can put her in the que to get someone out. She has been given her answer every time she has called and we will do what we can to install the screens, if they can be installed after the fact, once we receive even though client did not want them when we had them at the original install.
Customer Answer
Date: 05/18/2023
THEY HAVE NOT done what they said they would do
I called the company last week twice but again I am not getting any responce
I will say the first paragraph of this letter is wrong I never told the installers that I did not want the screens
I really wish I would have read the response better it is all wrong they never tried to reach out
She was doing such a good job that she is no ;longer working for the company
Initial Complaint
Date:08/05/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We were given a good will promise to have our windows delivered and installed by June 2022 when we made our purchase (Paid 50% ($2,795)) on 11 February 2022 from Chris K*****. The date he provided was given as a worst case scenario unless something goes wrong but didn't for-see any issues with our order. During our purchase conversation with Chris, we acknowledged that we were aware of the supply chain and other Covid delays that would make delivery take awhile. We also acknowledged that we were more than 2 years into Covid and companies are aware of their updated estimated delivery. We were not paying money for a "whenever we get to it" delivery. This is why I insisted Chris write June delivery on the contract. During this time, I haven't heard from Chris 1 time and never was proactively followed up with by Nicole. This entire time I've been essentially chasing them by email and phone and shown no customer service or even concern over the fact that we've paid for windows and do not have them in the timeline provided and were not provided any reason why other than "it's the way it is". Yet they are not advertising this on their website. They are not turning away customers when they call. In my last conversation with Nicole I asked if there was a timeline for the latest i should expect my windows or if the timeline was just indefininate. She said the timeline was indefinite and that's the way it is....a completely different attitude than when we paid. Timeline of events and communications omitted by your form.
Business Response
Date: 09/20/2022
Business Response /* (1000, 5, 2022/08/08) */ Contact Name and Title: Nicole Contact Phone: 321-203-4336 Contact Email: [email protected] The client did sign a contract with us on February 11th of this year. At the time of appt, contract signing and in communications since, we have always informed clients of a minimum lead time or 16-20 weeks for non impact products. Due to glass and material shortages in the industry these times are unfortunately delayed and the dates we are provided come and pass and we receive back order tickets. There are also delays with the local municipalities and obtaining permits. Rather than lie to clients, we do inform clients that their product is not here and that we honestly do not know until it comes off the trucks but that it will be minimum 16-20 weeks. We do not want to lie to clients and provide dates when we know the dates are not accurate or cannot guarantee. We do however inform clients, as we have this client, that as soon as we have the product in our possession, we will call to get them on the schedule. Some product has started to arrive sooner but it depends on the color, style, type and features. Since this is the case with almost all clients and all companies in the industry, no we do not call each client for a weekly update as we tell them as soon as we receive, we will call you to get you on the schedule. We spend our time contacting suppliers trying to get updates and track delayed product. This client did call last week and we did return the call the next day and left a message. We have not had a return call and the client has wrote a negative review and also this BBB complaint without returning our call. The products on order are custom products built specifically for their home. We try to set the best expectation that we can of the arrival. The client did ask the rep to write an approximate estimated date on the contract, which the rep did write est June delivery but it was an estimate as we usually see product at 16 weeks at the earliest. It was estimated but due to manufacturer delays, we have not received all of the product. We do currently have 6 of the 7 windows in our possession and the permit is in process. We have no reason to keep the clients product from them except it is an incomplete order, at the moment, and we were waiting on one more window and the permit. We try to set the expectations for delays with every client as we have with Mr.**. We are distributors of the product not the manufacturer. Unfortunately with delays from the glass manufacturers to the product manufacturers and then to us, we cannot provide the product any quicker than we receive. This is very common in the industry right now but we try to be as upfront as we possibly can. Our contract does state in our terms and conditions section that we are excused from breach due to unavoidable delays or failure of performance due to causes beyond the reasonable control of FWDS. Since we are delayed due to manufacturer, we cannot refund and cancel a contract for custom product, as we will still be held accountable and cannot use the product since it is not standard size. While we are as frustrated as the client, all we can do is follow up with the manufacturer weekly and keep trying to get the product here as soon as possible and schedule the client as soon as Ithe product is in our possession. We apologize for the frustration the client is feeling, as we feel it too, and take strive for the day where we can get back to normal and provide product in a quicker manner. Consumer Response /* (3000, 7, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) She states they have always informed clients of minimal lead time of 16-20 weeks and they try to set the expectations for delays. Keep in mind I was told June as a worse case scenario. This is 2 years into the pandemic. A completely different scenario than when Covid started and businesses were still trying to figure things out. So I insisted they add it to the contract so we were both on the same page on paper. 3 conversations over a 6 month period, all initiated based on my effort. In 4 days it will be 26 weeks and I don't have windows and have only been told "that just the way it is" for why. No other updates. She state there are delays with local municipalities and obtaining permits. When I called the permit office and asked about pending permits for our windows, the permit office said there were no pending permits and that window permits were walk out permits. You come in, get a form, fill it out, install the windows and schedule an inspection. The office said the paper was good for 6 months. She said after inspection the record is recorded with their office. She states we will inform clients that as soon as they have product in possession, they will call to get them on the schedule. When Nicole last spoke with me they didn't have any windows. She has both my phone and email and did not reach out to say she got confirmation they were on the way or that they were delivered to her. I open a complaint and magically they have 6 of the 7 windows I ordered? I have not received any calls or emails about even one window being received. Let me guess, 6 windows just appeared and jumped off the truck after I opened the complaint just before she replied. She states they do not want to lie to clients. See last 2 points and points about 16-20 weeks. Note todays date. She states we do not call each client for weekly updates. At no point was a weekly update requested. This is just deflecting and not taking responsibility. What's more of a problem is you have no client relationship after you get paid. What happened between July 6th and the date of this complaint? She states they spend their time contacting suppliers "weekly" trying to get updates and track delayed product. Yet she says they have 6 of my windows in her possession. The products can't be in her possession, while the business also spends their time contacting suppliers to get updates, while also saying they reach out to clients when they get the products, and me, the client didn't get updated that the product was shipped or that they had arrived. Do they really have windows or this this more talk? I don't have windows. That's all that matters now. She states she did return my call and I have not returned her call. She called after replying to this complaint. Of course I hadn't returned the call. She called, then immediately replied to the complaint. Note she said in her voicemail she did call me back last week but she left a voicemail on the wrong number. I guess it's hard to figure out the customers number when it's in the contract. Zero accountability. They have always had both email and phone for contact. In addition, see the previous points along with the communication history in the original request to confirm why the phone calls are a moot point now. If communication was happening the way Nicole stated, we wouldn't be here. We would just be customers frustrated with the delay but know we didn't choose a self righteous self-serving company to do business with. But that's not the case. Instead we're reading a reply from a business that takes no responsibility in the communication breakdown. It's all the manufactures fault. She literally re-enforced what kind of a company this is with this: "Our contract does state in our terms and conditions section that we are excused from breach due to unavoidable delays or failure of performance due to causes beyond the reasonable control of FWDS". That's self serving. Her and Chris didn't sell with that. They sold on "16-20 weeks worse case", and "we'll keep you updated on the progress". After she got paid, it became "that's just the way it is" and "we're excused from breach if we don't deliver." That can't be true while also "we try to be as upfront as we possibly can" being true. It's a circle of contradictions. In addition, she says they have 6 of the 7 windows, but not only were we not contacted about it, they haven't proactively had someone come out to make sure all the measurements are correct to get ahead of any issues while they have the opportunity. So based on the above information, they do not have any of my windows. Or more importantly, 26 weeks and we don't have any windows from them. She states they they can't refund or cancel the contract because they will still be held accountable and cannot use the product. She should have thought about that when she decided her frustration with the delays was more important than communicating with the client. Something else very common in this industry is 3-4 months for windows. Not 6. We've been more than patient despite the poor communication. But the bigger problem that is common right now is companies taking money and pushing clients to the back of the line to satisfy clients with larger orders. There is no transparency between what's happening with an order beyond what she says. There has been no accountability for what she says. The delays are not the result of government order or prohibiting actions. We are approaching 3 years into the "pandemic" and this business is treating "delays" like it's out of their control. For reference, a delay is when a timeline for delivery has been provided and that timeline isn't met. It doesn't matter if it's 3 day delivery or 20 week delivery. When the window of delivery expectation is closing and you don't communicate, you send the message that you've been paid and could care less what happens next. Especially on a order with this kind of timeline. When the customer reaches out after the delivery window closes and you say "timeline is indefinite and that's just the way it is, our contract excuses us from breach for delays" you send the message that you have no accountability. The behavior of a fraudulent business or a business with unethical practices are the same. They start with 5 stars and work their way down as more people become aware of breach of trust and communication. Follow up has been non existent. Now they are telling the BBB they have windows while not telling us and without providing proof or taking any actions that suggests this is true. We don't have our windows. We are no proceeding with the assumption that we are dealing with an ethical company as long as we do not have what we paid for. Business Response /* (4000, 9, 2022/08/10) */ We do everything in our power to set the expectations for our clients. Our client has paid a 50% deposit for their custom windows as is normal for the industry. We did inform our client that minimum 16-20 weeks and that is why we were expecting a June arrival as Feb. 11 to end of June would be approx 16-20 weeks. These are the expectations set to us by the manufacturer, however that is why we say minimum as even though the pandemic is mostly over, the material shortages have not resolved in the construction industry or many other industries. On the contract attached, you will see where they asked us to note on the top what our estimated time was and we did write EST. June Delivery, as that was what we were expecting from the manufacturer and tried to set the best expectation to our clients that we could. During the pandemic lead times were up to 36 weeks so it has gotten better but there are still raw material shortages across the country. Client called multiple times before the expected date and we informed the same response each time, as we do with all clients. Minimum 16-20 weeks but we promise to call once we receive and will get you on the schedule as soon as we have product. We do not call clients for updates as we reiterate this throughout our process and anytime a client calls. Each time we spoke to the client, we informed as previously stated, once the product was in we would call immediately to get them on the schedule for install. Due to delays in all product orders for most of our clients, at this time, we are not booked out for install more than a few days to a week so once we receive, we get them right on our schedule. We do have 6 of the 7 windows (see attached pictures of them in our possession) as we have received in multiple deliveries over last two weeks but are still missing #5 so we have not called client as we have not received all product in to schedule install. Once all product is in, we would call and schedule. As for the permit, there is a lot more involved for a contractor when pulling a permit. Please see the attached NOC that was recorded with the county in June, when we were expecting the product arrival. The recorded NOC is required for us to start the permitting process. In the client's municipality, we can get permit at most times in a day where others can take over month. We keep track of all of this information so we can efficiently pull permits as quickly as possible when needed and not too far in advance in case of delays as the permit is only valid for 6 months, but our process involves a lot more than just filling out a piece of paper. As stated in previous response, the clients permit has been in process since June and was actually picked up yesterday since we started receiving the windows. Since we had almost all windows in, the permit was scheduled with our tech to be dropped off/picked up this week. Please see attached permit card. When I last spoke to client in July, we did not have any product in, this is correct. We received product over the last 2 weeks and are still missing 1 window, so we have not called to schedule as we do not have all of the product, but we are close. Just so happened client chose to make a complaint while we are waiting on last window. We are contacting our suppliers weekly and following up on all backordered product for all of our clients. we have many jobs currently awaiting one or two items to complete their jobs, not just this one client. We do not contact clients on partial orders as we know they want their whole order and do not want them to have to take off or be home more days for multiple days of install plus the day of inspection when we can complete a 7 window job in one day and one day for inspection. We try to be considerate of our client's time. Client called on August 3rd at 3:16 pm and left his name and number. We called the number back the next morning at 9:24am, using the number that we received off the voicemail that was written down. We left a message and did not hear back. We did not realize that it was not the clients phone number until we checked it after the communication on this complaint and a negative review right before this on August 8th. Once we checked the file number against the number we received on our voicemail we realized we called the wrong number and called again On August 8th. As stated by client, he did receive our message but has not returned our call so we are resorting to communication here. As for the remark about us taking people's money and catering to clients with larger jobs. We are one of the only companies who even accept small jobs! Most companies will turn away clients unless they have at least 3-5 windows, but we do not. Whether a client needs 1 window or door or 40, we are here to help any client who needs it. All of our clients are equal in terms of who is installed. We install the jobs we receive the product on and in that order. We currently have a 15,000 sq ft warehouse full of orders, at the moment, that are waiting on one or two windows or a door due to glass or product delays. We have crews at times who are not working as product is backordered and clients don't want partials because they have to keep stickers on or don't want to take more days than needed. We understand and do what we can to assist any and every client as quickly as we can. We do not pick one size job over another as we have crews who can complete different size jobs in different timeframes. We do not choose to take care of one client over another. Most of our clients understand the times today and know that we don't benefit anything by keeping their project open any longer than we need to. We understand your frustration and is why we make sure to tell every client multiple times that there is a minimum lead time of 16-20 on most non-impact product. All jobs right now have different product arrival times due to product style, glass type, color and many other factors. If a part or glass is delayed, it delays the window manufacturer to be able to complete the product before they can even start, materials comes from many suppliers before it is built into a windiw. Size of order does not affect production time, but the features of the windows chosen does. The window that is on delay is a sliding window. sliding windows seem to be taking longer than fixed or double hung product at this time as we can see all the windows we are waiting on. Also, if the product has an issue, glass defect or anything once it goes through quality control, that window is not delivered to us and can sometimes be the reason for delay. The entire construction industry is seeing delays in product, glass suppliers are seeing delays getting glass to the window manufacturers, grocery store shelves are empty of certain items, baby formula shortages, these are all effects of the pandemic that are still causing issues 2-3 years into the pandemic. Unfortunately, the effects don't just go away at the snap of a finger. We cannot give you a definite answer when we do not know the answer. All we can do is be honest and let you know we will get you complete as soon as we can. Please see all attachments including the original contract stating an estimate of date, not a guaranteed date, the pictures of the product currently in our possession for the client, the NOC filed in June and the completed permit that was scheduled for this week in hopes we would receive the last window this week or next. This was all in the works before this complaint was created and the negative review was placed online. Once we receive the last window, we would be more than happy to install the product for the client. Consumer Response /* (4200, 12, 2022/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I manage to successfully make contact with the business 3 times over the past 6 months. 2 times were specifically checking for updates about the windows roughly 1 month apart as the expected timeline closed. The dates and times are already logged in this complaint. Nicole states "but we promise to call once we receive". Note the contact times already logged and the date the complaint was filed. Then note Nicole states "We do have 6 of the 7 windows (see attached pictures of them in our possession) as we have received in multiple deliveries over last two weeks". Also see previous logged statements about updates. Naturally a person would wonder why the business did not contact the client before the complaint was filed to let them know they finally had product delivered or even showing as in route to their office. There was at least a 2 week window not including the time the business was aware windows were headed to their office. Now Nicole states "We do not contact clients on partial orders". So the expectations for communication is literally being adjusted during the business replies. We went from an expectation of receiving a call when "we have the product in our possession" to "we do not contact clients on partial orders" within 2 replies in this BBB thread. The entire world is aware of delays. I'm more versed on delays across the industry than most customers as I've been working with many contractors during covid for 2 homes. So I'm far from the mental bubble of one cubical, office, business or industry. That experience has left me well aware of the difference between businesses that take responsibility, and businesses that have adopted the attitude that every problem is covid or the manufactures fault approaching 3 years into the pandemic. The company can take pictures of any windows and say they are my windows. It's a reactionary response to a complaint the business could have easily avoided. They complain about customers calling when they have no new updates. Then, even when we are over a month past the provided timeline, and not hearing from the customer, they didn't reach out when they said they had product on the way or delivered to their shop. The only thing that matters right now is we paid, the timeline provided has past, communication was not maintained, and we have not received our windows. Business Response /* (4000, 14, 2022/08/18) */ As you stated, I have said we would contact you when the product arrives to schedule install. We do not have all of the product, so no we have not called to schedule install, as it would be incomplete. Once we receive the 7th window, we would call to to schedule as promised. We have no reason to withhold your windows. As you previously stated, you have paid for your windows, 50% deposit and our cost of the windows is more than the 50% so it would not benefit us at all to withhold your windows if we were a unethical company and it was all about money as we would be losing on our end. We have not been dishonest or unethical in anyway and our response has been consistent in a time of frustration for all of us due to delays. Unfortunately, we do not receive additional info on arrival of product as the delays are due to the glass manufacturers and all we receive is backorder forms weekly. We wish there was a better system but this is not a normal time in the industry. When we do ask for more info, we are told there isn't a date yet until the glass arrives to the window plant and then we can get actual updates instead of just backordered. To answer your question about why we did not Contact before you made the complain, two answers. One we did not call before you chose to make the complaint because we did not know you were upset as your last voicemail was just your name and number, no complaint. As explained, we returned your call in less than 24 hours at the number that was transcribed to us from our phone system. We called the number and left a message, we were not aware you did not receive the message until your significant others online review which we did not know who it was as we don't have anyone under contract by that name and your BBB complaint came in less than 48 hours from the time we returned the call. There was no additional return call from you letting us know you did not receive a call back, just this complaint and the online review. Once the error was figured out, we did call and leave a message apologizing and explaining the error and still have not received a return call from client. The stickers on your windows have your name so they are not just random windows. Now for the good news. We were notified today that the plant received the glass in for the last window. They will be getting the glass sealed into the sashes as quickly as possible and letting it cure. We will either be receiving the window next week or the week after depending on the completion of the window and once received, we will be calling to schedule your install. Please answer or return our call and we will get you right onto our schedule within a few days and get the project completed. Consumer Response /* (4200, 16, 2022/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) If you have our windows you can post the schedule availability here or schedule via the email on file and we can confirm install date and time. But the process of scheduling install is just the same as 6 months ago. As of right now, the issue remains that we still do not have our windows. No actual dates for installation have been offered. Nothing has changed.. Business Response /* (4000, 18, 2022/08/22) */ Since we do not have your last window yet and do not know if it will arrive this week or next, all I can do is schedule out 2-3 weeks from now. Will this work for you? Consumer Response /* (4200, 20, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were already told 16-20 weeks. That time came and went with an explanation of "that's just the way it is" and "our contract excuses us from breach for delays". Now we are approaching 28 weeks. If the reason we still do not have windows is because you will not install the 6 windows you have until you have the 1 window you said you are missing, no that's not good. Scheduling 2-3 weeks just for the sake of scheduling while also saying you don't know when the last window will arrive just sets up another empty promise. Not to mention the further excessive delay that will be caused if some excuse comes up preventing completing installation (out of caulk, defect in window, etc issues other customers have brought up) if you ever did attempt to install windows. Business Response /* (4000, 22, 2022/08/23) */ I would be more than happy to schedule for a partial install. You have never informed us that you would be willing or asked if we would install partial. We do not push that option on our clients as it would add an extra day of your time. If we install all at once, it would be One day for install and one day you would be waiting for the inspector between 8 AM to 4 PM until they show up. As a partial it would be two days for install and waiting for the third day for the inspector. I have no issue doing a partial as when clients ask we are more than willing. If we do a partial, the balance for the product that we do install is due at the time of installation per our contract. Now we are scheduled for this week and half of next week but if you would like to schedule for the end of next week we would be more than happy to do so. Fingers crossed we would receive the last window in by then, if it doesn't arrive on our trucks tomorrow. As previously stated last week, manufacture received the glass and we would have the window either this week or next. I can definitely put you on the schedule for our next available which is Thursday or Friday for either the partial or the complete if the window comes in as we were informed. Please advise. Consumer Response /* (4200, 24, 2022/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) If funds need to be released for you to do a partial install, we still do not have an acceptable way forward. We don't know what window is missing. I was not provided an itemized breakdown of cost for all materials and labor. Which means the amount of money you request for a partial install will be an arbitrary number you come up with. You can complete the partial install and the full balance paid when we get the last window.
Initial Complaint
Date:06/08/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On November 2, 2021, I contracted with FWDS to provide and install 13 replacement, impact resistant windows in my home. I paid a 50% deposit of $7075.00 at that time. The salesperson I dealt with was Mr. Brad O*****. He told me the windows would take approximately 16-18 weeks to arrive. The windows arrived on time, and I scheduled an installation date of April 13, 2022. After the fifth window, installer told me that the window sashes didn't fit properly in the window frames. He showed my how there was physical play between the sash and the frame. He said he had never seen a case like this before. He recommended we halt the installation and contact the office for advice. We took photos and videos of the defective windows and forwarded them to the office. I called Nicole in the service department, and requested all new windows ordered, as the remaining windows that had not yet been installed also had the same defect with the sashes, along with several with broken window locks. Nicole told me that getting new windows was not an option, but they could order new sashes. I was not happy about that, but as it was the only option, I reluctantly agreed. Nicole told me she would call me within 3 days to tell me when the new sashed would arrive. I called Nicole on April 14m but there was no answer. I called Nicole on April 18, and she said she had no information on the new sashes. I called Nicole on April 22, and she still had no information on the new sashes. I reiterated to her at that time that she had told me that she would have an estimated arrival date within a few days. I called May 18 and left a voicemail. I called May 20, and Nicole told me the new sashes would take 4-6 weeks to arrive. That would make the date about May 25. On June 2, the windows had not arrived and no news form the office. I called Mr. O'**** for assistance. He said wanted to see the windows and would call me for an appointment. As of June 8, I have had no contact yet.
Business Response
Date: 07/13/2022
Business Response /* (1000, 6, 2022/06/20) */ Ms. * did purchase product on November 2, 2022 and was informed the lead time, due to material shortages, would be minimum 20-24 weeks for her type of product . On November 12 we did send a recommendation of a change to her product and she agreed and the change was made. Within the estimated lead time we did receive her product and scheduled install for April 13, 2022. Upon install, one of our installers did notice that some of the clients sashes were out of square and not fitting properly as the windows were being installed. We always inform clients if we see an issue from the manufacturer and resolve any issues. We agreed to resolve the issue and reached out to the manufacturer to correct the problem. We submitted the issue to the manufacturer and they started a case to figure out the problem and correct it. Client wanted answers that day and was informed that it would be resolved and it takes a few days for the manufacturer to determine the cause of the issue. Client did call back a couple of times and spoke to us over the next few days while the case was open and new product was being ordered. The manufacturer offered to only replace all the sashes, not all were required, but we wanted to make sure everything was good for the client and requested all new and new screens. We did tell the client that the manufacturer would not replace the frames and just the sashes as the frame and sashes are built separately and then put together so the issue was not with the frames but with the production of the sashes. The client was also informed that if we were to order whole new windows which was not needed, the lead time could be the same as the original 20-24 weeks but replacing just the sashes needed would be sooner. We could not tell her an exact time due to manufacturing delays but thought it would be closer to 8-12 weeks at worst case scenario. Client of course was not happy but we could not give her any other info at the time. Client did call multiple times over the first 6 weeks and we did speak to her multiple times but she was not happy with our answer that we did not know when we would receive, but we would contact her to schedule as soon as we received. Her concern was hurricane season and her new impact windows not being in before a storm occurred and we did understand but we're doing everything we could to have them remade but the type of product she had does take time, even before the pandemic, to manufacture these custom products and we did have it rushed. The last call from the client before her BBB complaint was on Friday May 27th at 5:23 pm (approx 6-1/2 weeks after the reorder date) after hours, as we close at 4pm and do not return until Monday. An auto reply text was returned to the client that we would call her back as soon as possible. A message was left for her on Monday, May 30th and we did not receive a return call. We received the BBB complaint on June 8th at 6:08 pm and reached out to the client immediately at 6:20 pm, after hours, and left a message. Client never returned our call. Last week we did receive her product and contacted client to install at her availability this week. She is currently schedule for her install to complete this week on June 23rd & 24th. I understand the clients frustration but we have done everything within the expectations we set from original order to the reorder of product. The issue that occurred with the sashes being out of square was due to an issue with a machine calculation at the manufacturing plant and they remade the product to resolve the issue.

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