ComplaintsforLock Tight Impact Windows, Doors & Roofing Inc

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  09/05/2024

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

  Customer response

  09/20/2024

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

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am reporting this company for unsavory business practices and a refusal to remove a lien on my property after the job has been completed and they were paid. Circumstances: I hired Lock Tight Windows and doors to complete a roofing job in Feb 2024. I explained I needed the roof completed prior to 1 June ************************************************************************* who have roofs ***** years old.During the sales process they advertise a company which finances you by billing you through your property taxes. However they stated if they(lock tight) are paid prior to the completion of the roof you only pay the processing fees. This particular company in my case charges more than 100k in interest if you paid them over a 30 year period. 7k if paid immediately after completion. I made it known I would be obtaining a cash out through my home to pay them directly. Lock tight ignored calls from my mortgage loan processor and I ended up HAVING to use their financing company.They took an entire month to obtain a permit. Placed a lien(notice of commencement) on my property, and failed to start the job until the first week of July. After the initial removal/inspection of the roof they did not return or return my calls for 4 weeks. It wasnt until the financing company told them my terms were expiring they finally came and completed the work. My insurance dropped me and I was forced to obtain hazard insurance triple the amount of the insurance I had at the time. My mortgage went up by more than $400 dollars.Last I now want to close my refinance to pay the financing company but lock tight has refused to remove my lien. Completion of the job is more than 3 weeks past. Now they are saying the ONLY person which can remove liens is on vacation. Its my belief they are intentionally holding the lien so pay more interest to this company which they have a vested interest.I simply want them to remove the lien so I can move on from this company.

  

  Business response

  08/22/2024

  As the customer notes, there is a Notice of Commencement on their property. THIS IS NOT A LIEN, although it acts as one in a number of ways. Usually, unless the question comes up as here, we allow NOCs to be terminated in natural course by time (all NOCs have an expiration of 1 year from original recording). But when it must be done earlier, as the customer notes, we typically route these issues to the same person in our offices who records our Notices of Commencement; and that person is indeed on vacation until next week. But as she would inform the customer, under Florida law it is the property owner's responsibility and requirement to file the Notice of Termination (Of Notice of Commencement). In the interests of helping expedite the issue for our customer, we have attached a copy of the form which our recorder would send to the customer when they return. This can be filed at any of the county's Building Department offices to successfully terminate the NOC.
  
  More detail on how this works can be found at the following website: ***************************************************************************

  We hope this helps satisfy the customer's needs.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Around September 1, 2023 ****** *********, A *** from Lock Tight came to my house and spoke to my daughter about replacing my roof. We setup a meeting to speak to him both myself and my wife. We met on Sept 8th and ****** went over the cash deal. We were told to put down a deposit in the amount of $7775 and the second payment of 40% would be due after the dry in inspection was passed. ($6200) The final payment would be $1550.00. I signed a contact on his labtop and then we were told that there was a delay due to other jobs going on for about 60 days. Time went on and my wife would call every other week or so and got nothing. Finally on Thursday, May 30th 2024 they stated the job. They replaced all of the wood on the front half of the roof and on Friday, May 31th 2024 they completed the back half of the roof and even stated putting on shingles however they did not install the ridge vent. At this point no one has said anything to me or my wife. It seemed to us that we were at the point to where we were waiting for an inspection since the ladder is leaning against the front of the house and what seemed to be information is an envelope tape to my front door. On June 17th 2024 there was an inspection #1 that showed on the paper taped to the front door that we failed the first inspection due to no permit enclosed. July 10th #2 inspection failed due to no inspection card. #3 July 17 failed again but this time was because the permit was expired. #4 On Friday, July 19 we finally passed the inspection. At this time we called them and they said I must sign the change order in order for them to finish the job and proceed. I told them that that is not what it states on the contract and provide proof of the change order however it states in the contract that both parties must sign an agreement off the change order however I was just now being informed of it. I need my roof completed and this company is refusing to do it.

  

  Business response

  08/22/2024

  This customers roof has a very unusual situation in that their trusses are metal instead of the normal wood. Because of this, there were substantial delays in getting their work permit approved. This was the primary reason for delaying their start. Once the permit was in, work began. Regrettably, but as is often the case when we are investigating and re-doing older roofs, damages were found beyond those automatically covered under terms of their contract, necessitating a change order to cover those additional costs. (We are still awaiting customers signature on this change order.) Meanwhile, the ***airs were done (as required by code) and the project proceeded to inspections. These did not go smoothly, although not for the reasons mentioned, many of them due to the city. The third in-progress inspection attempt in particular was entirely the citys fault, as the permit involved was not expired (proof of this is available in  the form of communications from the city). We passed on the fourth attempt. The ridge venting which the customer mentions is indeed missing, but that is installed just before the shingles in the area.

  At this stage, we do need the customer to sign their change order and to make at a minimum the commencement payment of $6,200.00 that is owed (this is actually a violation of contract which has the customer in Breach with us at this time). They also need to sign the change order that has been sent to them by their sales *** for the mentioned ***airs. We can then finish their installation, at which point the remaining balance (to include the change order) will be due as per their contract, and their final inspection can then be held (hopefully without the additional confusion from the building department).
  

  
  

  Customer response

  08/31/2024

   
  Complaint: 22049300
  
  I am rejecting this response because:

  Locktight knew that the house had metal framing and the *** was readily available from the city upon request. The contract from locktight clearly states that they knew that the house has metal framing and that it is different from a wood framed house and that they would attach plywood up to **************** Code. The sheeting to metal studs along with the s**** type was available. Locktight stated that once the permit was in the work began, this is untrue due to the original permit expired and had to be renewed due to time passing by. Well over 8 months is absolutely unacceptable and with the information available to them this is bad business. Locktight is stating that the change order was due to damages that were repaired which is not true. All of the wood was removed and plywood was replaced. There was no inspection or recorded inspection for the sheeting attachment. The change order did not state any material for repairs, it only stated that it was for 7 sheets of plywood. What was repaired with plywood? What were the damages? At any time during the two days of actual work being done did anyone say anything about damages that had to be repaired. Nothing once so ever was said regarding 7 sheets of plywood or anything about a change order that was taking place. Four attempts to get the only one inspection to be passed is unacceptable. The first time the permit WAS expired. Too much time passed. The second time was because the permit card was not in the envelope. The third time the permit that was in the envelope was expired. The fourth time it passed noted on permit (building in progress). Unacceptable and not the cities fault. At the time of the 4th inspection the paper already covered the sheeting and shingles were started to be placed. Due to the fact of time being passed the paper was placed on May 30th and it only has 90 days shelf life. As it is being exposed to weather conditions and UV and all of this is because Locktight is refusing to complete the work due to the change order. They refused to pick up the 40% check. They only insist I sign for the change order.

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

  Customer response

  08/31/2024

  This is first 5 pages of the contract

  Customer response

  08/31/2024

  The last 10 pages of the contract. 
  Page ***** are all pictures of the roof before the work was started and I will provide if needed.

  Customer response

  08/31/2024

  This is the Change order request that Locktight is insisting I sign.

  Customer response

  09/03/2024

  Page 1 of 10 of the contract

  Customer response

  09/03/2024

  page 2 of 10 of the contract

  Customer response

  09/03/2024

  page 3, 4, and 5 of 10 of the contract

  Customer response

  09/03/2024

  Contract page 1,2,3,4,5 of 10 please confirm if received

  Customer response

  09/03/2024

  pages 6-10 of contract

  Customer response

  09/03/2024

  Change order they insisted I sign.
  

  

  Business response

  09/05/2024

  The details of the unsigned change order Mr. ******* refers to is for the provision of 7 additional sheets of plywood (beyond the 8 extras up to a full total of 33 sheets already included in the terms of his contract) at $220.00 each, for a total of $1,540.00. Photos would have been presented by his sales *** in support of these extras.

  Otherwise the basic issues remain the same. With their signature acknowledging and agreeing to the change order as well as minimum payment of their commencement of $6,200.00 at this time, we will gladly finish the hard construction of the customers installation with the final balance of $3,090.00 then being due going to their final inspection (which will hopefully occur smoothly with the building department).
  

  
  

  Customer response

  09/14/2024

   
  Complaint: 22049300
  
  I am rejecting this response because: The only description of the change order and what is mentioned in his last statement was the 7 sheets of plywood. There is no description for what the plywood was used for however he is claiming that there were repairs that needed to be completed. In his last statement he fails to mention of any repairs. Again, what were the repairs? Again, the job was contracted to replace all 33 sheets of plywood that they stated per contract would be needed. Again, at no time were any repairs mentioned as for what kind or if any repairs were needed being that the trusses are metal. The question that needs to be answered is what were the repairs for the 7 sheets of plywood? If the added cost is due to underestimating the amount of plywood needed for the job, then i don't believe that this would fall under any repairs and any additional cost should have been communicated prior to installation and the change order should have been detailed as to what it is being used for.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Company sales team has been calling me repeatedly even after *** told them multiple times that I wanted to be removed from their call list, and they confirmed with me over the phone multiple times that they were doing just that. I have already reported them to the ****

  

  Business response

  07/08/2024

  We have set the prospect entry for Golfman to "DO NOT CALL" and have terminated the lead in our system. From system notes this was done subsequent to June 16.

  Customer response

  07/09/2024

   
  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

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hired Lock Tight for a reroofing of a single-family home and shed in the ************* area. Reroofing consisted of ridge vents.On January 13***** a downpayment of ****** was given. On April 19, 204 the remaining balance of ****** was given. Here as of June 20 ***** the job is still not completed, and the roof failed inspection five times. Ridge vent over the garage is not installed. Nailes in the patio are visual, missed the beam. Shed has not been completed. Workers left chicken wings in the backyard. Thank God i walked the yard, before letting the dogs out. I have reached out to Lock tight (*****, and ****** on Mutiple occasion without success. Now they won't answer or return the phone. Asking for your help to complete the job up to code.

  

  Business response

  07/24/2024

  We are well aware of the customer's issues, and our ********************** department is working to arrange a proper resolution. As soon as they are able to report on this substantially, we will provide a more suitable response. We apologize for the delays in updating on this case.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Lock Tight impact windows and doors after seeing a a A+rating on BBB site, and several calls from *************** convincing me to have Lock Tight install doors and windows on my home. The work started August 1st 2023. Before the installation crew arrived I was offered a $25..00 gift certificate to write a review.This was a big red flag. It is now **** 2024 and the job is not completed. I have doors the locks are not working. A sliding door that is improperly installed , and locked by the last two technicians because the couldnt get it to line up correctly. I have two bulky thresholds that I reported to the installation manager that it is a fall risk, not addressed. Extremely damaged stucco and tile damage, and many other issues.Technicians that were scheduled to come out rectify the issues, were a no call, no show. It is now **** is the beginning of hurricane season, and I am exposed to the very situation that I am trying to minimize. I hope and pray that my experience with this company is not visited by any other person. Unfinished work!!!!

  

  Business response

  07/08/2024

  In regard to the thresholds the customer mentions, there are two issues to be aware of. First, what they are looking for are specific *** thresholds (which needed to be specified prior to ordering, rather than after installation was completed). Second, there are significant disadvantages to *** thresholds: they do NOT meet either flood or pressure (wind) protection ratings (which would adversely affect her insurance). Any modification at this stage would also automatically negate the customers warranty.
  
  We apologize for the no-show that had occurred previously; the crew responsible is no longer employed with us. From that time, we have been prepared as late as March-April of this year to visit the customers property, install parts brought in to fix their sliding glass door and rectify various other issues; however, the customer would not allow this, refusing to schedule a service date for the purpose. This being the case, we had marked their job complete. However, with the customers permission and assistance, we can still schedule to come out for the purpose. At this remove, it may require a visit by a manager to reconfirm full scope of the needed work, first; this would be determined with the customer's cooperation, as well.
  

  Customer response

  07/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The project started back in November 2023 and still has not been completed. No one returns my calls and the owner tried to intimidate **** was told it would be a speedy project to replace my roof and they would replace the rotten ***** on the facial. However, nothing was done accordingly .They started back in January, and still have not finished the project now we are in mid April . The workers are very reckless and clueless. They damaged my ceiling, literally cut my cable, removed my antenna off the roof and threw it on the ground. It has been there since. They did not replace the damaged plywood before they installed the shingles and before they are even done with the roof, I had water damaged on my ceiling. Keep in mind that the ceiling in the living room area was done prior to replacing the roof. Now they are saying that they are not responsible for the water damage on the ceiling , they are trying to make it look like it was pre existing even though the sale's agent who came to my house took before and after pictures to prove otherwise. Poor ***************** They do not return calls, I have to keep calling and leaving messages to find someone and when I do finally find someone, she does not have the answer for me. Now *** and ***** told me if they are going to patch up the ceiling, they are not going to paint it because they are not painters and added if I try to take them to court, they have lawyers to whom they pay an extensive amount of money, and they can get my complaint thrown away. Did I say that my permit has expired and the roof is not done...

  

  Business response

  04/29/2024

  There are a variety of issues involved here.

  In regard to the roof and repair of damages, we have provided project in-progress photos showing the general state of the roof (which was generally good) and those few areas where replacement of plywood was necessary. A much greater, more widespread series of damages would have shown clearly and involved additional charges to the customer as per the contract they attached in evidence; the only addition was for repair of fascia requested by the customer, which will be taken care of before the project completes fully. In regard their ceiling, while this involves a number of issue for which contractually we are not responsible, we have reached agreement with the customer that we will repair AND paint their ceiling (and the customer has already approved the paint to be used for the purpose). In regard to their permit, it is possible that the customer may have received notice that it is due to expire; however, this has not happened as yet, and in the event it does prior to our closing it out, we will renew it to allow it to be properly finished.

  We hope this answers the customer's issues at this time.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased impact windows through LockTight in 2022 and used the financing program through taxes. The company installed the windows and doors and advised me to do the final walk-through; they needed to be paid. They suggested I tell the financing company I was happy with the installation and that the work was completed. They used scare tactics like if I didn't do this, then I would be responsible for the total amount and to trust that they were dedicated to getting this job completed and me being a happy customer! We are now in 2024, and they have failed many inspections with the city of ************* and have refused to answer communications via text. I have to email them to request an escalation so they can get back to me, and when they send a worker to the house, they're always not prepared or never have all the parts or tools they need to complete this job! Which is why they keep failing the inspection. The most painful part of this is this company was paid and we are making payment for a product we have yet to feel good about making this type of investment

  

  Business response

  04/29/2024

  We apologize for the tardiness of this response; we were not aware of this complaint until just today (the emails it has been sent to are not responsive for purposes of complaints). Also, the LockTight representative whom the customer is used to working through left us abruptly in February, and consequently the customer's project went unnoticed since that time particularly as we received no communication from her to any other parties here.

  Currently, we are working to confirm all necessary materials to close her job out, in order to successfully pass her municipal final with *************. Service representatives should be in touch with the customer in the next ***** hours to update her on the status of the project.

  Customer response

  05/14/2024

  Hello,

  I submitted emails that shown I was not communicating with one individual. Even after this company advised they would reach out to me they still haven't contacted me to finish the work! I need some assistance getting this company to finish the job! At this point I think we should seek legal action because they just don't care!

  

  Business response

  05/14/2024

  Updating the customer's job, needed parts were ordered from manufacturer CWS immediately following our response. Those parts have an ETA of 5/20/24 (roughly a week from this response). This should have been communicated to the customer by our service department as was noted in our previous response; and if that did not happen, we apologize she was not updated.

  As soon as those parts arrive in house, she will be contacted to arrange for service to go out and deal with them; based on notes, we expect this to coincide with the customer's municipal final inspection with Miami Gardens.

  With respect to the customer's statement about who she attempted to communicate with, after going through the emails submitted, she has been in attempted contact with only three individuals here at our offices - our former install manager (this was the gentleman who left abruptly in February, leaving this issue unmoved behind); a former project manager (who left early last year); and a customer service representative was moved to other unrelated duties late last year. With no one else properly included, it caused her case to fall out. We again apologize that was the case.

  Our customer is welcome to contact our inspections/service department at ************ if she has any further questions or if she has not heard from anyone by 5/20/24 or shortly after.

  Customer response

  05/14/2024

   
  Complaint: 21537335
  
  I am rejecting this response because: This business needs to contact me promptly and advise me of the next steps, the dates they're planning to come to my property and the dates they plan to schedule the inspection with the City of ************* since they was supposed to do when they responded to the first complaint.
  
  Sincerely,
  
  *****************************

  

  Business response

  05/14/2024

  We refer to our previous response: Everything the customer needs to know at this point in regard to next steps is in that reply. We will request a call-out by the inspections/service department - whose contact we provided in the previous response - but the customer should expect no substantial difference from our previous reply. Once needed parts for her project arrive - which, as noted, is expected in roughly one week from now - the customer will be contacted as proper to schedule service and inspection and respond to any further questions she may have at that stage.

  Customer response

  05/14/2024

  Being that these people have already failed to respond to me as they're stating to you I do not want this closed until this job is completed. I don't know why its so hard to get a phone call or email from them advising me of the status of the project and I only seem to get a response when I communicate through the BBB!

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The project has not been finished, however, the company claimed work was finished and requested YGRENE to fund project, I am looking to reverse the funding until work is complete as there is a piece of structural membrane that is exposed and has been exposed for well over a month now, a final inspection from the City of ************** has yet to be furnished due to this piece missing. I am both surprised and disappointed in the way both YGRENE and LockTight have handled the situation.I have reported YGRENE with the BBB, I am reporting LockTight as well. Please be aware, there are other comments were the work has not been completed, yet they are looking for payment.

  

  Business response

  04/29/2024

  Apologies for the tardiness of this reply, which was due to the complaint be routed non-responsive contacts as previously noted.

  We were aware of this customer's issues via other routes, and responded to their separately while continuing to work with them on all issues; the customer was legitimately collected according to the contract they signed with us, and their project is fully complete and closed at this time.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with LockTight in December 2023 to install hurricane windows and doors throughout my home. In negotiation phase they were convincing. They promised to repair damage caused during installation. They would remove blinds/window treatments, move furniture etc so that they could complete the job but once the installation was complete, they would reinstall the window blinds/treatments, repair any damages caused by the installation and return the furniture to their proper location. After must negotiation and arm twisting I agreed on a price and signed the contract. In February 2024 LockTight contractors showed up to begin the installation. They took my blinds off the windows and cast them aside like trash. I have wireless security sensors (which uses sticky glue) on my windows and doors which I told them had to be re-installed on each window and door. They also broke tiles in my master bedroom, cracked a wall and said that it was not their job to replace them. They blocked the path to my ************** and I have not been able to do laundry since. I had to pay someone to retrieve and re-install the electric zebra blinds and other blinds throughout the home, and re-stick the security sensors in place. I am a disabled senior citizen on a fixed income so I do not have money to waste. When my wife called the quality control manager regarding the issue stated above he was rude and and threatened to hang up the phone. He called back the next day to apologize for his behavior. A week or so after the job, while awaiting city inspection, the issues were still corrected so she spoke with the quality control manager again who assured her that all the issues would be corrected after the city does the final inspection/approval. On a daily basis we receive harassing phone calls from a man in finance department asking for the balance. He was informed that we paid $27000 in cash and that the balance of $3000 would be paid when they complete the job. On March 21 a woman from LockTight called asking what else needed to be done for LockTight to finish the job. I informed her of all the outstanding items including the blind still laying on the garage floor and needed to be re-installed. She promised to send the workmen out on March 22 at 9:AM to finish the job and collect the $3000 check once the job is finished. No one showed up or called with a reason for the no-show. Meanwhile I am still getting harassing phone calls about the $3000 balance. I contacted LockTight again on the March 26 to inquire why no one had showed up. They sent 2 workmen on March 27 to finish the job. The men patched the crack in the wall and removed the doors blocking the path to my **************. They became upset when I refused to give them my doors. They did not re-install he garage blinds and by this time I noticed that 3 blades were missing. This is a new blind that I paid to install just 2 months prior. Now I am stuck with a useless blind courtesy of LockTight. One of the men said he had back problems so he could not move my furniture back in place. I dont know why they would send someone to do work they are not intention of capability of doing. They requested $3000 and I reminded them that it would be paid when the job is done. A woman from LockTight called them off the job and told them that it was not their job to do the outstanding work and threatened to put a lien on home. I am am elderly disabled person and I feel that this company preys on the elderly and defenseless. If I had gone with my gut feeling I would not have done business with LockTight because as it turns out they are corporate pirates.

  

  Business response

  04/29/2024

  Before responding further, we must state up front: LockTight Impact Windows, Doors & Roofing IS NOT a blinds installation company and IS NOT a furniture assembly and moving company. That said, due to the customer's limitations and in an attempt to be generous with service, we agreed to attempt reinstallation of the blinds and moving the customer's furniture into place (specifically dressers and a desk) as best we could on a limited basis, in addition to other normal processes of our touch-up service. Please see the hand-written ticket attached for detail. We scheduled and went out for this purpose on 3/27/24 (after missing an earlier appointment), and began the work agreed on in exchange for payment of the balance as promised. However, we were forced to pull the crew when the customer flatly refused to issue payment on the basis that we would not reassemble his furniture for him (which was never in our scope of work as per our contract with the customer; see additional attached). We have attempted to work with this customer consistently, and each time it has been thrown back at us. At this point the customer is in permanent breach of their contract, and we are unable to service them further or respond to warranty issues until they cure their balance. 

  Customer response

  05/09/2024

   
  Complaint: 21501917
  
  I am rejecting this response because: Locktight is clearly lying.  I never at any time flatly refused to pay them the balance.  I simply wanted them to complete the work as promised before releasing the final amount of $3000 to them.  If it was in Locktight's scope to move my furniture and blinds to facilitate installation of the windows and doors then it should be in their scope to return my furniture and blinds to where they found them.  I have never at any time asked them to re-assemble any furniture because my furniture was not dis-assembled.  I simply asked them to move back my furniture to where they had moved them from and put back my blinds to where they removed them from.  This is not a tall ask and I should not have to fight with Locktight who lied to get my business and now refuse to complete the work as was agreed upon during the negotiation.  Everyone embarking on a project to install hurricane windows and door should stay clear of this company because they are dishonest and prey on the elderly and defenseless.  I truly regret the day I let these crooks and liars in my home.  
  
  Sincerely,
  
  ****** & ***************************

  

  Business response

  05/10/2024

  The customer accuses us of clearly lying and eagerly slanders us, but they are being far less than honest themselves. ALL CONTRACTED WORK IS COMPLETE. We have performed according to contract and remain unpaid on our final balance, which by contract terms is to be collected PRIOR to both inspection and any closing touch-*** and additional service.

  As a courtesy to them in part because of a desire to help in their particular circumstances, we allowed their inspection to proceed (it has been successfully approved) and agreed to perform work additional to their touch-*** much as described prior to that final payment. For the record, we AGAIN state: We are NOT a blinds company, moving company, or furniture craftsman, having no expertise in these things; and per our contract are explicitly NOT a part of anything owed to this or any customer unless and ONLY unless there is a specific written agreement otherwise. There is none such for this customer. Despite that, and despite the customers contradiction, many of these extra things have been done for them in order to provide reasonable service.

  Despite this, the customer did not hold up their end of the agreement - which was to provide their balance at the time we came out - but instead when one item was done there was a fresh ask to provide additional basis to refuse payment. At that point our crew was pulled and will not return. We have NO confidence that this customer will be satisfied with our work under any circumstances, and we understand they are using their situation as a bludgeon to attempt to force additional work that was never agreed to. Their rejection of our response, the manner in which it was given as well as their behavior throughout, is clear evidence of such.

  Given this, as stated previously, we confirm this customer is in permanent breach of contract with us; and per terms of their contract we will be unable to provide any warranty or service on their installation until such time as their balance is cured and the breach is mended.

  Customer response

  05/20/2024

   
  Complaint: 21501917
  
  I am rejecting this response because Locktight is again being less than honest.  I have no intention of withholding payment from the company and at this point I feel that that are being discriminatory.  Am I to believe that it is the practice and contractual obligation of Locktight to move their customers' furniture items and leave them out of place after the work is done and also damage their window blinds with no repercussion?  If this was expressed to me I would not have done business with them but instead choose a more reputable company.  At the time of negotiation and during installation I was assured that Locktight would return my furniture to where they moved them from.   As of today my furniture is still out of place and blades from my blinds are still missing. In addition the "touch-**** that Locktight promised to do is still not done.  They did not even bother to repair the cracks in the window ***** much less putty out the screws holes in the door jams.  Locktight contractors lost the blind blades and in all fairness they should replace the lost blades. So are they saying that I should pay movers and contactors to finish their job.  They are the big *************** preying on the defenseless.
  
  Sincerely,
  
  ****** & ***************************

  Customer response

  05/20/2024

  It rained today and my wife came home to find water pouring through the windows in the family room.  If these hurricane windows cannot withstand light rain, will they hold up to a hurricane?  I have attached pictures of the windows discussed above in addition to the unfinished work on the door jams , window sill and a glass table that Loctight move away from the wall and left it in the middle of the family room/office room creating a tripping hazard. In addition the screens that were supposed to be installed in the master bedroom windows were never installed, so the master bedroom windows have no screens at all. 

  Customer response

  05/20/2024

  It rained today and my wife came home to find water pouring through the windows in the family room.  If these hurricane windows cannot withstand light rain, will they hold up to a hurricane?  I have attached pictures of the windows discussed above in addition to the unfinished work on the door jams , window sill and a glass table that Loctight move away from the wall and left it in the middle of the family room/office room creating a tripping hazard. In addition the screens that were supposed to be installed in the master bedroom windows were never installed, so the master bedroom windows have no screens at all. 

  

  Business response

  05/23/2024

  In response:

  The first and last photos refer to finish work we were prepared to do, and would have been done previous to now but for our dispute with the customer over their failure to pay as promised.

  The second and third photos we believe to be their support for "find(ing) water pouring through the windows in the family room." We do not see evidence that is the case. We do agree there is evidence of water within the tracks of their windows; this is typical of ES Windows products such as the customer has, which are engineered as part of their wind resistance function to allow water into those tracks and will drain them out via a series of 'weep holes' to the exterior. (We have commented on this in response to previous complaints lodged with the BBB.) We do NOT see evidence from their photos that this water escaped from the retaining clip as shown in those pictures, which would indicate an issue with the normal function of their windows in need of service.

  The fourth picture showing the table we find to be in keeping with the constant, extra-contractual 'one more thing you must do' element that has marked our dealings with this customer. Again: We are NOT a furniture moving company, and the table shown is a particular type of dining table not easily moved. We find from the picture that the spacing between the table edge and the outer walls appears proper for people to sit at table while allowing others to move around behind them. We also question how this is a "tripping hazard" as the customer claims, and why it was not mentioned previously.

  With respect, we still confirm our previously stated position in regard to this customer.

  Customer response

  06/19/2024

  It looks like Locktight is adamant on not fulfilling there obligations so this is almost an exercise in futility going back and forth with them.  As far as water pouring through the windows, am I supposed to believe that these windows are designed to let water in the home?  If this is the case then why is water only pouring through some of the windows and not the all windows throughout the home? It is highly strange that hurricane windows would be designed to allow water to enter the home and if this is the case them why wasn't this disclosed made prior.  I would not have spent thousands of dollars to allow water to enter my home through expensive hurricane windows but instead I would have kept my old windows that kept rain water on the outside where it belongs.  I am also still missing 2 screens that should have been installed on master bedroom windows (where are the screens and why were they not installed per contract).  Regarding the furniture as mentioned several times, they are not where they belong because Locktight moved them.  Locktight has no right or permission to change the layout of my furniture and leave them in that manner without my consent.  My breakfast dining table for instance was against the wall under the windows before Locktight moved it and now they are refusing to move them back and expect me to just **** it up and be happy. Are they expecting me to hire movers to move that heavy glass table and the rest of the furniture back to where they belong because I am unable to move them myself.  Since locktight knew that they were not willing to move back my furniture to where they moved them from then they should not have moved them in the first place.  I would not have allowed them in my home had I known that this was their pattern of doing business,  

  

  Business response

  07/08/2024

  We are working through legal representation at this time to resolve those issues with this customer that we are responsible for, having reached agreement in regard to scope. We consider this issue closed/responded to, on that basis.

  Customer response

  07/24/2024

  An agreement has been reached through legal representation and an appointment has been scheduled for mid August 2024 for LockTight to resolve the items mentioned in the complaint.  Only after the items have been completed satisfactorily will the matter be considered closed. 

  ****** & ***************************

*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. ↩