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:08/18/2022

  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.

  Do not use this company!!!! Promise and dont deliver. A job that was supposed to start middle February never started until June and here we are in August and still not completed BE CAREFUL they will tell you the job takes 5 days to install and its not true, why? Because they will work 2-3 days or in some cases 2 days a week and disappear, leaving your house in a total disaster. BE AWARE they will do work without consulting with the homeowners, no one to supervise their workers that will work a few hours and then they disappear. BE AWARE OF LACK OF COMMUNICATION and if you start calling everyone you get accused of confusing them. Pictures are available of the mess and trash left behind. No one supervising the job !!

  

  Business Response

  Date: 08/26/2022

  The company has made valid efforts towards getting this job completed.  We do understand the job did not finish during the slated time frame given, nevertheless, we has passed inspection.  Our Field Manager did a complete job walk thru inspecting the installation on 8/24.  Furthermore, all service parts are ordered and the customer has acknowledged arrival of service items. Lastly, the company has scheduled for our ****************** on 9/1 to complete tasks for touch up paint on openings that are needed,  sliding glass door adjustments and drywall work. We are fully committed to fully complete and bring this job towards ultimate satisfaction as we expressed to the customer today when the company spoke with the customer. Thank you 

  

  Business Response

  Date: 12/06/2022

  First, we deeply apologize that we did not get it right and fully finish everything as promised from the initial complaint in Sept. That will change; and processes are being adapted that will aid greatly in that effort, particularly to improve communication both internally and externally.

  
  To address the most recent issues, our ****************** has been in touch with our customer to set and confirm an appointment date for 12/8/22 to perform service and touch up work that should fully finish their project. (This was scheduled on 11/28/22.) Most recently, our Service Manager spoke with the customer to confirm/update the scope of work involved, and note it accordingly on the service ticket our crews will be taking out. LockTight in-house personnel will perform this service, utilizing at least two crews to begin with, and possibly more if/as needed.

  
  Our ****************** will stay in contact with our customer as needed; our customer should also be able to reach out to them at ***************** (email: ************************************************************* when and as needed (particularly since our ****************** handles all service and warranty issues for completed customers, going forward).

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 17739735
  
  I am rejecting this response because: until the job is completed on Dec 8, 2022, I will give my opinion.

  My appointment was scheduled 2-3 weeks ago and yesterday I received a phone call from the ****************** saying that they wanted to schedule an appointment. When I mentioned that I already had one the gentlemen went back to ask or to search his notes and realized that it was already scheduled...communication communication does not exist.

  Hopefully tomorrow the job will be completed!! BTW, sliding doors screens are ripped off with the first gust of wind!
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 12/07/2022

  With tomorrow's service call on the schedule, we are not sure why our response needed to be rejected prior to that call occurring; and we regret that as part of trying to make sure we were settled for that call our reaching out was not well-received. We need to do better. However, we are content to allow the call to happen as scheduled and for the customer's proper reply to our response to follow it's full completion. As mentioned, we certainly hope to finish after tomorrow - although this may depend on the availability of additional crews beyond those already scheduled to help handle them if and as needed - but regardless  we are committed to bringing the project to a close as quickly and successfully as possible, and maintaining contact with the customer as needed so they are kept informed.

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 17739735
  
  I am rejecting this response because: Yesterday Dec. 8, job was not completed. Workers were not provided with a checklist. We needed to go to our emails to find what was needed to be done, still workers were not aware for sure of all the pending work. They left stating they were going to look for the rest of the missing parts but never returned. Total fiasco. No one from Locktight Impact Windows has contacted us. 

  Of course after collecting the total payment, they are not interested in customer satisfaction.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:07/06/2022

  Type:Sales and Advertising 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 October 31, 2022, LockTight (the company owner and the Director of Marketing) both promised me my storm windows would be installed Feb 2022 well before the start of hurricane season ** South *******. I signed a contract with them on that day and paid $10,000 deposit. After a delay, I was told ***** would be the installation, Then after more delays I finally learned that my order had been put in the back of the line due to a correction that had to be made in the contract. The Director of Marketing had made an error of omission which I had pointed out to him in person on Oct 31, 2022 and followed ** in an email within 24 hours. I was told that correcting the error would be no big deal, and would only cost me $100.00. Nobody, neither the Director if Marketing nor the owner with whom I spoke, informed me that a long delay would also be a consequence. Had I known, I may have chosen to forgo the correction. I was finally able to reach someone in senior management, who was sympathetic and reportedly informed the manufacturers in Columbia to prioritize my order. In May, 2022, another person in senior management at LockTight told me that my windows had shipped, that it would take 3 weeks to arrive and that my windows would be installed by July 1, 2022 (I would be all locked in / safe in July). Today, July 5, 2022 after I inquired as to the status, I was told that the windows were recently shipped, (not consistent with what I had been told before) and would be installed in August after the owner contacts me. After a pattern of unrealized promises and dates that just dont add up, I am becoming increasingly concerned. At this point , Lock Tight has me believing they will install the windows in August. I hope they mean August 2022 and deliver on their promise, this time. I chose this company because of their BBB A+ rating, as per their website.

  

  Business Response

  Date: 07/20/2022

  Hi ******, at the time of this message in Mid July we are happy to say that we received the product and currently are at your home installing the project, so you do not have to wait until August as mentioned in your message. In regards to lead times its important to understand that we give guidelines on time based on the feedback from the manufacturer at that time. When a lead time is mentioned of ***** weeks that is referring to the production time of the material and does not account for any changes, delays in permitting by the local building department or HOA's. Looking at the timeline of events everything seemed to be within range when taking into account the holidays as well as the **** We always wish we could get the product here faster and sincerely apologize for any delay. 

• Initial Complaint

  Date:06/16/2022

  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.

  on July 2021 I signed the contract with Lock tight impact windows and doors to replace all my windows and doors and they stated it will take approx. 16 weeks to do the job. It's been almost one year and the hurricane season approaching and iam still waiting. I contacted them several times and they keep blaming the pandemic for the back order and they keep giving me different dates and nothing ever happen. they never tried to call me I the one who always call them even though they tell me they will call me back with update. the last communication I had with Mr. ********* of the manager he said it will be in July 2022 and before that he told me will be in May. please help me to get the project completed so I can move on.thank you in advance for your help.Badawie

  

  Business Response

  Date: 07/01/2022

  We understand your frustration of lead times as we are also facing the difficulties of ********************** delays on our orders. We have escalated the requested of an updated ETA to the manufacturer and immediately upon receiving the update we will contact the customer and relay the information. The company is willing to do anything in its power to please the customer and will go over those options when we discuss the **** Thank you 

• Initial Complaint

  Date:06/13/2022

  Type:Sales and Advertising 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 4-28-2021 contracted with LTIWD to remove existing and install 19 storm windows and 2 sliders plus two external storm doors for $40,000 (now paid in full) on above residence. Restoration of interior space included. ****************** installed by early October; little restoration performed with balance yet to be provided. Unsuccessful installation of external doors abandoned in early February 2020 with minor restoration performed. After repeated calls for service, company continually stonewalled. Some windows miss aligned; locks don't work. One external door dead bolt miss aligned with receptacle - can't "throw;" receptacle "drilled" through to outside space. Other dead bolt has high resistance; can't operate with key because too stiff. Keys match on locks not provided. Most restoration left unperformed. Attached portion of contract detailing agreement. Have breach of contract; fraud; bad faith negotiations.Have false advertising - door installers wore shirts with "40 years experience" printed on them but lead installer said he did not know what he was doing. Permit 21-053792 BLDR pulled by LTIWD has expired.

  

  Business Response

  Date: 06/24/2022

  Customer has referenced "restoration work" several times in the complaint, we have attached a copy of the contract that clearly defines when that work is to be performed and that is after inspection, which has not occurred.  That is due to the fact that finish work or  "restoration work" includes cover plates and trim that cannot be installed before an inspection. *********** has put in service requests to the manufacturer so that any issue with the door can be address and fixed before the inspection. We are currently waiting for the manufacturer's service crew to provide availability as to when they can come out, so instead of waiting for them to come we contacted the customer on 6/20 and scheduled a service appointment with one of our lead technicians on 6/30 for him to address and fix anything that we can. *********** has extended the permit and upon the rectification of any issue pertaining to a door the inspection and wrap up will be immediately scheduled  *********** humbly refutes the customers accusation as it relates to years of experience and looks forward to completing the project and making sure we satisfy all of the customers requests. 

  Customer Answer

  Date: 07/06/2022

   
  Complaint: 17417563
  
  I am rejecting this response because: Technician came; ********* door but could not fix second (front) door. Parts for third door (the internal door) not on premises. Technician found and removed broken parts for one of the windows (thus it won't pass inspection). Have sent Lock Tight a text about all this Thursday, ****, but have received no response. A certified locksmith is needed to fix the doors, please provide one.

  Please provide a plan on how you intend to proceed with the doors and broken window
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/16/2022

  We have made service calls in regards to the door as well as escalated to the manufactures service crew. Our service **** has tried calling and texting the customer today but no response as of this reply. We do have the hardware at our facility now and simply need to schedule the service appointment. Thank you

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17417563
  
  I am rejecting this response because: Much time has been spent but little accomplished. At this rate it could take six months to complete this contract. Many problems have been documented and more have surfaced. Communication is extremely poor; this "resolution" is consuming enormous amounts of my time. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/11/2022

  Type:Order 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.

  Signed the contract back in 08/09/21 tentative installation was oct, later it was delayed to nov, dec, jan, feb, march, april and finally the first week of May the came to install. It is *************** 11th and I dont have a date, cant pass inspection because the windows and doors are missing parts and also defective parts. My marble floor was damaged and I don't have any communication from this company. Hurricane season is here and I dont have protection. The financing company told me if we go pass 8/9 we will need run another credit check impacting my credit score and I am sure higher interest rates. I am frustrated and in shock by the lack of customer service. When I told them I was goinf to seek legal advice, their reply was the agreement is solid and there was nothing I could do. That they didn't get to be im business this long for being stupid. And only when I call to let them know about the missing parts and defective windows they became aware

  

  Business Response

  Date: 06/20/2022

  The management team spoke with the customer and was able to take care of the concerns that were raised. We appreciate the customer giving us the chance to reconcile any differences or concerns they had. 

  Customer Answer

  Date: 06/22/2022

   
  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 for now. We will continue to work to resolve all pending issues.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/25/2022

  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.

  Ive been having problems with this company from the beginning. They sold me the product with promises to install in 12 weeks. They actually installed it 8 months later. Which was in February 2022. Inspection was suppose to show ** in 2 weeks and didnt. Their permit person went on vacation and forgot all about me. I had to follow up 2 months later for them to realize they had forgotten. Within that time they had left product finishing pieces outside of my home getting damaged. Once they sent the inspector, it failed. They sent 2 more inspectors and failed. Then out of no where it was approved. But yet no one has came to my house. I had to again follow up myself with ***** about this situation since ***** cant seem to call me back at all. ***** gave me an appointment of Monday May 23rd. Monday came and left and no one called me to let me know that they were rescheduling. I called all day yesterday with no success, I called today and they are in a meeting. Its excuse after excuse and no one can get this simple situation sorted out. They have lied to me, delayed me, completely brushing me off with my final touches & I do not understand how a company that has charged me 3 times a higher price than the average can handle business this way. Their team has left broken glass thrown on the ground outside of my bathroom window, they didnt seal my windows correctly, they have zero communication on top of not even delivering the correct windows to me. So I ordered tinted windows from manufacture & instead they sent a person to tint the windows. This is not what I ordered to pay & ******, keeps telling me its fine when it isnt. In that case I would of ordered untinted windows for ALOT less and paid someone myself to tint them. They have completely abandoned my project on top of doing it all wrong and I want a solution to this. I have addressed my concerns several times from ****** to **** to ***** to ***** to ****** I dont know what else to do when they keep ignoring me.

  

  Business Response

  Date: 06/07/2022

  We are witnessing un-presented lead times in manufacturing right now. Many things have become extremally difficult to acquire in a reasonable time. Just about all impact window and door manufactures have delays, some as much as 42 weeks. Unfortunately there is little any contractor can do to control this issue and all though it seems to be getting better slowly it is still a major frustration for us and our customers. This job was contracted on 6/29/21. From there the materiel was ordered with in 30 days which is standard practice as there are several steps that must happen prior to ordering materials. The official order date was 8/3/21. The permits went out on 8/5/21 and were approved on 8/20/21. The first of the materials arrived at our warehouse on 2/17/22, they rest of the windows arrived on 2/22/22. The installation began on 2/24/22. The manufacture sent the glass as clear as opposed to tinted (which is what the customer ordered). Under normal circumstances we would have had the manufacture replace the order, this would have been done at no cost to the company or the customer. However due to extraordinary lead times the company agreed to take care of the tint in house to avoid the customer having to wait again. The company paid $1117.80 to have the windows tinted aftermarket. Our focus is always on trying to do the right thing. After covid we are observing more cities outsource the building inspections. Unfortunately this has a hand in creating a backlog of inspections that need to be done and although it likely could have been done a week or two sooner it is not uncommon to have inspections 30 days out or more. This original inspection happened on 4/28/22. The inspection did fail, however it did not fail for a reason pertaining to the window installation, missing paperwork, lack of permit,  or a violation of building code. It failed due to glass color which is not an applicable reason to fail a building inspection. The company has come to the consensus that this is due to a lack of knowledge of the company that the building department has subbed this inspection too. As such the company has appealed this with the chief of the building department directly. Unfortunately it has been a challenge getting timely responses from the building department but is something the company is aggressively perusing. After the initial inspection two more were held on for window/door buck replacement on 5/3/22 which passed, and another on 5/4/22 for exterior door attachment which also passed. After inspection issue is resolved there are cover plates that need to be put on. We do generally leave them outside as not to clutter a homeowners house. They are weatherproof and intended for hurricane impact products. They are not likely to be damaged from rain, however in the event they are the Company would gladly replace them. This matter is one the company takes serious and is working diligently to resolve and finish this job. 

• Initial Complaint

  Date:05/17/2022

  Type:Sales and Advertising 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.

  Account/Job Number **** Job Total paid: $11,180.00 I hired LockTight to install impact windows on my property on 10/10/2020. They installed the windows but the installation failed inspection on 2/25/2021. I contacted them to fix the issue and they said it had been taken care of already. (I contacted the city and they confirmed the property failed inspection and nothing had been done since.) I told Locktight that nothing had been done and they said they would look into in and call me back. They did not.I learned that Locktight filed for a new permit (filed on September 16,2021) since the original permit had expired. On Feb. 15th 2022, I received a notice from the city stating that the new one was set to expire in 4 weeks. Another notice from the city on March 1, 2022 stating that the permit would expire in 2 weeks. Then I received another notice form the city stating that the permit will expire in 4 weeks. It seems they renewed it but still no work done. On December 29, 2021, I received an email from Locktight for my signature to have an inspection done. That was in December. No inspection was done and haven't heard from them since.

  

  Business Response

  Date: 05/31/2022

  The company has been in communication with the customer and had to extend the permit during the project due to back orders. The final inspection has now passed and has moved to the final stage of the project which is wrap up. Thank you.

• Initial Complaint

  Date:05/05/2022

  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.

  On April 27, 2021, I signed a contract with this company to change my windows and the front door, the change would be made in a time of 8 to 10 weeks. After waiting for several months, I contact them in November to request that they cancel my contract due to non-compliance and they tell me that I cannot, that it would be non-compliance on my part. On March 7, 2022 they start the installation of the windows, but the main door is not ready yet, after a year it is still not ready!!! They tell me that in two weeks he will be here, then they tell me that on May 2 he will be here and today I call and nobody knows about my door. It is the worst company that exists, they should not be able to deceive clients and force us to bear all their terms because we signed a contract based on lies. If they tell me that my windows are going to take a year, I don't sign it. In addition to that, when the seller shows me the windows, he does a test in which, according to him, with a special glass the heat will not pass through and although it is more expensive the sun will not heat my home so much in those windows, lie, pay more and the sun it heats my house in the same way, they are glasses the same as the others and they charged more expensively. They are not a reliable company.

  

  Business Response

  Date: 05/12/2022

  Our general manager was able to speak to **** at length today to hear exactly what happened and what we could do to help. Our GM was able to explain that we are having major issues with Thermatru / Parksite in terms of actually taking delivery of the doors (which are prepaid by LockTight), their ETA's changing, product being delivered incorrectly so therefore we have stopped doing business with them because of these issues. Our GM is doing some research now on options that **** can choose from. We also confirmed that all of the windows were ordered with a LOW-E coating that provides energy efficiency. This comes in 2 colors, green and a slight **** tone (N70/38) is the technical term and that is what came on the glass. **** also let us know that he referred 2 customers to us and we completed great installs there so he knows we do good work, we just have to get him the door and sidelight now, which we will.

   

  Thanks

  Customer Answer

  Date: 05/20/2022

   
  Complaint: 17145142
  
  I am rejecting this response because:

  It is true that the ** was very kind to call me and explain the problems they are having with the door supplier. He asked me for a few days to find a solution to my problem, I think he is doing it, I still don't know the solution to my problem.
  In relation to glasses, I have no experience in terms of codes or specifications. I ordered these special glasses for some of the windows in my house based on a test that the salesperson of the company did to us in which the difference between the glasses was noticeable. In the test with a lamp, the heat did not pass in the same way between one glass and another, that is why we decided to put the special glass in the windows where the sun was stronger, this glass was more expensive than that of the other windows. That is not happening, the heat enters the same way and it is definitely not what they showed me.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/30/2022

  In response to the solid door. The company has come up with two options as a possible solution to the customers' issues and a staff member will reach out this week to discuss. Regarding the glass that's in question the company has explained to the customer that there are two types of LOW E coatings SB60 & SB70. What the customer contracted for and what the company installed was SB60. This is an energy efficient glass option and the company would be happy to provide specs from the manufacturer upon request. Please keep in mind that during the demo that's done at the time of consultation a heat lamp is applied to the glass for only a short time whereas in practical application the sun will apply heat to that glass for hours, therefore you will feel some amount of heat over time and in the later part of the afternoon. No glass can eliminate all heat for an unlimited amount of time. However the energy savings we quote are the averages our customers observe using this glass.