Complaints

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:04/17/2023

  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.

  On Oct 6 2021 I signed an agreement with Karoly to install 5 windows with screens and 3 sliding doors with screens and paid $16000. To date window 1 is completed, window 2 the weather stripping is falling of the screen, window 3 has no screen, window 4 still still waiting for window and screen, window 5 no screen Doors: door one door installed no screen during door installation 4 floor tiles were broken,door 2 no screen, door 3 screen pulled away from frame and caulking around door has 4 gaps in it one measuring 9 inches.Every time I call Karoly for updates I am told the order should be in on Friday and they will call me on Monday. they never give a return call on status.I feel I have been more than tolerant with Karoly and am not a priority. I have been waiting since 2021 and do not want to go through another hurricane season without the products I ordered. 1 1/2 years is too long to wait for a job I was told would take 3 days

  

  Business Response

  Date: 05/05/2023

  We're sorry you feel this way and we empathize with your frustration. It seems like your concerns do fall onto the manufacturing of the windows. Due to the engineering requirements with respect to the location of your home, we needed to utilize additional upgrades on your custom windows which required using the manufacturer PGT. PGT carries longer lead times than average at around 7-9 months which is only for the initial manufacturing of the windows. The specially requested half screens, which are not standard with PGT Double Hung windows, added additional time as well. However, when we requested the half screens for the windows we were sent some with the half screens and some with the full screens instead and we needed to have PGT correct the mistake of sending ** something you did not order. Any screens that you did receive damaged are a manufacturing defect and are included in your lifetime warranty with the manufacturer so you are covered for life. PGT may require an image of the screen on window 2 to show them what is happening because screens do not have weatherstripping. Your final window will be installed within a week of writing this and we will make sure you are fully protected for the upcoming hurricane season. While we do stand behind the manufacturers we represent, we do stand behind our customers first to ensure the products are made correctly as ordered which, if they are not, can delay the project completion as it unfortunately did with yours. We have been in constant communication with the manufacturer to support you and work to receive all parts correctly so that we can deliver the best possible and completed installation.

  
  

• Initial Complaint

  Date:02/06/2023

  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.

  Date of transaction: 10/05/2022 Paid: $15,000 Invoice # ***** 2 Impact Slider & 1 window Installation was supposed to be in December 2022. No communication regarding installation. We've requested to speak w/the owner, manager or someone in mgmt. The office will not provide us any contact information so we can discuss the extensive delay. The office was short with us on the phone. Getting the feeling we've been scammed. Please help!

  

  Business Response

  Date: 03/21/2023

  Your new sliding glass doors were through the new exclusive release of MaxView. Due to the exclusivity of the products, the lead times were a little extended. When you called, your products were arriving soon after. We usually reach out to you once the products are checked in so we can schedule your installation. You were able to speak with *******, our vice president, shortly after you called. He does all the measuring himself so sometimes when you call during the day he is with other customers and he cannot always get to the phone right away. The office then provided you with an installation date and at this time products have already been installed for a few weeks.

  We provide information to you directly from the manufacturer as we receive it from them. Once we have an ETA, we don't have any additional information until that day when the products arrive. Once the products arrive we schedule the installation. We do our best to try and make the process as easy as possible and strive for great customer service so I apologize if you didn't feel like you received that. We hope you are enjoying your new products and want to remind you that you have a 25 year workmanship warranty with us to back up our quality installation.  

• Initial Complaint

  Date:11/21/2022

  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 21, 2021 contract was signed for $41,000 of windows and doors. I was prepared to wait the 5 months Karolys announced to have them installed but it took 10 months. Lots of phone calls and lots of excuses. Finally I got the windows and doors installed and there is noted warranty work With 0 follow up from the company despite the many times I've requested a status. The worst part is the doors are missing many plugs to cover the hardware. I had reminded ********* several times to have the guys come out and bring them with them. But they forgot and not just once either!! When we didn't want to pay them in full she threatened a mechanic's lien. Meanwhile, I can't paint or protect my expensive doors because I need the plugs. This has now been going on for 2 months. And all the follow up has been mine. Not a peep out of anyone about the warranty work either. It's like they just hope you'll go away. I do not recommend this company. They blame everything on the manufacturer. They take no accountability whatsoever.

  

  Business Response

  Date: 01/09/2023

  This response has been taken verbally by BBB:

  At this time the plugs have been received from the manufacturer and installed.