ComplaintsforWindow Man Of South Florida

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Windowman of South Florida installed the windows at my house on 12/2022. On the order there was one window that came with the wrong glass. They agreed to install the window as is and later swap the glass. The replacement glass never came. After a year of back and forth trying to get them to replace the glass they sent an installer but with the wrong glass. They said that now know what was the error and will try to fix it. That was months ago and now back to silence from them.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window Man installed our sliders, bent the frame and installed them upside down (manufacturer came out and advised.) They also swapped the wheels out to use on another order and put wheels that do not go with the doors (according to the manufacturer.) Once the manufacturer wrote the report Window Man never came out to fix them and ignored our correspondence but is still trying to collect money from us.

  Business response

  01/02/2024

  This customer has not paid any money. No deposit was collected. No funds were requested. The initial contract was drafted with the acceptance of financing from **** which they did not sign-off on. The issues have been resolved, the manufacturer's rep was chastised for giving the false information that the door was installed incorrectly, and the manufacturer also stood by their warranty and replaced the incorrect wheels, which WindowMan fully coordinated. The customer agreed to purchase 2 doors and then decided to only install one, causing WindowMan to pay an expense for a door that was contractually agreed upon in an effort to appease the client. Any collecting attempt is for the material and base installation and fixes provided for the one sliding glass door fully installed. As of now, they have a fully installed sliding glass door for 'free'. Since they have not paid anything at all to date, any attempt is a good-faith reconciliation of the smallest amount for materials, the coordinated labor to install, adjust, correspond with the manufacturer, and ensure functionality. It is understandable that they are unsatisfied with the process over a year ago, but keeping a large sliding glass door for free is not the appropriate resolution. The following email was sent to the client in an attempt to settle by a large discount to below cost so they can be satisfied and the door itself can be paid for. This attempt is made to resolve at its most minimum value at signifiant loss to the company prior to sending to legal to collect, in which case the full contractual amount plus legal fees will be requested.

  The following email was sent to the customer in an attempt at an amicable resolution:

  Hi ****,
                  While I will never understand the vitriol after what I sadly interpreted as a wonderful working relationship, I do understand that this project went very wrong in your eyes and will respectfully list your concerns here:
  
  You changed your mind about installing a second door near the dining area. Although the material was signed-off on and purchased in good faith, we did not install that per your request. Your original contract is attached for reference.
  You hired a GC at my recommendation. I greatly respect *** but if there was a failing in the required opening size or dimensions you desired, that should also be addressed with him.
  ESW (the manufacturer) had a faulty wheel system. They came out and addressed the problem, which *** coordinated with the best of intentions on your behalf. The door is now functioning well. ESW had also issued us an apology for their tech stating the installation was incorrect- it was not. 
  You dont like the tint. ******* was never supposed to be completely obscure as it is light reflecting. At night, regardless of the level of tint, you will be able to see through it if the lights are on inside. There are ways to add an obscuring film after the fact with other companies. Here is a link to one option: Gauzy
  Final inspection was passed confirming a correct and safe installation.
  
  As to how to proceed, here is the issue as it stands: You have not paid for any of the material, labor, or permitting; you have not paid anything to date. You are unsatisfied with the final result. How to come to a peaceful resolution on both items of concern can be through either of the following means:
  You can get a quote from a different company to fully replace your door to that of your liking. Once that is confirmed and a new installation is underway, we will be sure to be on site to collect the door from you when it is removed from the opening and you will not be billed. As it stands, we own the door and if we get it back, that resolves it and youll be happy with the replacement and a different company.
  If there are still issues with the door, we can service it upon payment of a reduced amount of $9,363.96 which reflects only the door you had installed. You originally needed to finance this and we can assist with completing the **** financing so you can make monthly installments. 
  
  Im looking for a peaceful resolution and a respectful exchange of how to move forward. I now have the authority to fully intervene and resolve this. I will not hide the fact that WindowMan has had its issues, but that is the very reason I accepted this new position over 8 months ago. Weve made enormous changes and my sole desire is to help-  I hope you allow us the opportunity to do so. 
  
  Thank you for your consideration,
  

   

   

  Customer response

  01/15/2024

  
  Hello BBB,
  
  I am writing in response to the response provided by Window Man. 
  
  Firstly, we would like to clarify that the General Contractor (**) recommended by Window Man worked closely with your company on the sizing and all other specifications related to the door installation. You should have ensured that the necessary information was provided to the ** to ensure a smooth process.
  
  We are still experiencing issues with the functionality of the door.
  
  Regarding the financing, the delays in process were a result of Window Man's negligence and inability to fix the problems which resulted in damaged doors.
  
  Furthermore, we would like to clarify that the comment made about the manufacturer making a mistake is false and we have the report provided from the manufacturer.
  
  We are taking immediate action to explore alternative options for new doors. We will also be obtaining a new estimate. 
  
  
  Sincerely,
  *************************

  Customer response

  01/16/2024

   
  Complaint: 21024232
  
  I am rejecting this response because:I am writing in response to the response provided by Window Man. 
  
  Firstly, we would like to clarify that the General Contractor (**) recommended by Window Man worked closely with your company on the sizing and all other specifications related to the door installation. You should have ensured that the necessary information was provided to the ** to ensure a smooth process.
  
  We are still experiencing issues with the functionality of the door.
  
  Regarding the financing, the delays in process were a result of Window Man's negligence and inability to fix the problems which resulted in damaged doors.
  
  Furthermore, we would like to clarify that the comment made about the manufacturer making a mistake is false and we have the report provided from the manufacturer.
  
  We are taking immediate action to explore alternative options for new doors. We will also be obtaining a new estimate.
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1 of the items I had installed was damaged upon delivery. Both sliding glass doors were damaged possibly when it was strapped down on delivery. It was installed early February and now it is August and they have not addressed this. The permit has expired also. I have not had an inspection so I have stickers on windows and I have not been able to fill s**** holes. All I am asking is to repair new door sliders and for inspection to be done. I am stuck with this situation.

  Business response

  09/05/2023

  ****************** is understandably frustrated. Our service techs were sent to evaluate the issue in early August and since then have addressed the panel issues and ordered replacements. The permit has also been renewed at our expense. ****************** is being communicated with and we are eager to bring his project to a resolution.

  Customer response

  09/11/2023

   
  Complaint: 20418988
  
  I am rejecting this response because:

  Since I gave deposit on 9/2/2022 over 1 year ago, I have seen ***/salesman, ***/ installer, ****/Sales Manager, Manny/Installer warehouse manager all  no longer working at Windowman of South Florida

  I filed this complaint with BBB 2 days before I met ***************************- Account Manager and I have a high degree of confidence that she will push to complete this project. However it is now 9/11/23 at this writing and nothing has yet been resolved. I would like to keep complaint open just in case there is another personnel change before the issue is resolved and I had closed complaint.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 8, 2022, order placed. December 12, 2022, was the projected install date from ******************* and ***********************. December 15 projected install completion (3 days, as stated by ******). December, early, STOP WORK email received regarding your 3-week Holiday. December 14th correspondence with *************************** after my MULTIPLE ATTEMPTS TO REACH HER to get your earliest install on the books for 2023. January 10 - early February partial completion of installation with order errors. February to March 2023 (1) inspections failed, (2) Awaiting replacement parts/items/corrections. February, end, Initial installers no longer work for your company. April 4, 2023 Attempts to schedule new installers through ***** remain unsuccessful. Despite multiple inquiries, (1) No ETA on when replacement parts/items will be ready and fixed.(2) No date or schedule was provided for new installers to come and fix incorrect door installations and close in exterior walls. a. Replied to ***** end of Friday, 3/31, requesting updates on when to reschedule installers.b. No reply as of 4/4 We are now three months post initial install and four months post originally scheduled install and timeline completionpoor communication and assertiveness to complete our project.

  Business response

  07/12/2023

  This was a project that was very poorly sold to begin with. The customer was told we would be able to do major construction, which is not a part of our services.

  That employee is no longer with the company and I have personally stepped in to hire a subcontractor to address everything that was improperly sold and to make good on the contract, to our severe financial detriment. The customer is pleased that we have taken ownership of the issues and are making good on the initial promises. I am in constant communication with them and the project is being completed now.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window Man installed *** impact windows and doors at my home in April 2021, and they failed inspection for several different reasons. They tried to give me a poorly repaired front door which I would not accept. The third door they sent to me was OK and was installed on 6/30/21. On 9/2/21, the final inspection was completed and finally was passed. I began emailing them in January 2022 because the windows constantly make snapping & popping noises, and they said it was due to expansion and contraction. I've read that it can be that the windows were not installed properly and are not square. Numerous emails were sent until they finally sent 2 guys to my home on 10/19/22, and they changed out the screws which they said were too small/short. They told me that as the metal heats up the s**** pops out one thread at a time so it constantly moves. The snapping continued even with the larger screws, and I sent a text to ***** (one of their representatives), and on 10/21/22 he said that he would reach out to the manufacturer to schedule an appointment. I've been emailing *********************, *****************************, and *********************** numerous times since 1/19/2022, and I have text ***** numerous times and cannot get them to send the manufacturer to look at these windows. They do not even respond, so on 2/20/2023 I advised them that I would contact the BBB, and they did not respond. I think it is ridiculous that I spent $29,000 for impact windows that snap and pop all day and at night when it cools down. It is very annoying and makes me doubt the security of these windows in the event of a hurricane. I would like for them to send someone here to correct the problem either by replacing the windows, re-installing them properly, or fixing it in some other way. This has gone on way too long.

  Business response

  07/12/2023

  Hello!

  All screws were removed and replaced with longer ones and a full re-caulking was done to address the popping sound.

  This issue is resolved, but should the problem persist, I will personally be involved with the customer to ensure any concerns are addressed.

  Customer response

  07/12/2023

   
  Complaint: 19523594
  
  I am rejecting this response because: ******* came on 6/1/23 and replaced the screws; however, the popping noise still exists. I sent a text to ******* to notify the windows were still cracking & popping & his reply was "omg". I sent an email to ***********************, Jocsan, etc on 6/1/23 to advise the windows were still popping & asked what should be done next. As of this date, 7/12/23, they have NOT responded to me. So this has NOT been resolved.
  
  Sincerely,
  
  ***************************

  Customer response

  08/02/2023

  I responded to this as soon as I received it and stated that it has not been resolved. I also emailed the company again stating that it was not resolved---which they are very much aware of. They just don't care. It was NOT resolved.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Windows/Doors ordered Nov 21, 2022 and Install began on August 23, 2022and the nightmare continues.-two nights I stayed in my home unable to secure/lock any doors during first few days of install in August ****** Entry Door and sill are wrong -6 of the most expensive Windows all arrived wrong shape, with ARCHES instead of eyebrows -Single patio door threshold ***** wrong -Damage to my marble window ***** during install -All patio doors arrived with issues, some issues remain unresolved like the wrong colored threshold ***** on the single doors, large patio door not secure/locking properly, etc.-master bath window was supposed to have obscure glass - it arrived clear - they hired a person to install a film instead of actual obscure glass -installation has been ongoing now for SIX WEEKS!, and I'm still waiting for it to be completedyes 42 days and counting!-Failure to cover/protect my furniture and floors - concrete dust all over my entry, dining, living, kitchen, great room. My furniture and rugs and home still need to be professionally cleaned.I have made too many inquiries to count regarding a credit/compensation for this mess that is on-going in my home. I am in the business myself, and I can honestly say this is the worst case in my 30 years I have ever seen, let alone it is happening to me. Windowman should be ashamed of their service and staff for this debacle. It has already been 42 days, and NO ONE from "upper management" has responded to my claims for credit/resolution.

  Business response

  10/07/2022

  Hello Ms. ********************** appreciate your honest feedback here, and Im sorry we let you down.
  
  I want you to know that I reached out to your account manager, *****************, along with your sales **** ******************** to get a little more insight into what happened here. Clearly, we could have done better, and Im sorry that we didn't meet our standard of service, clearly, we fell short, and I apologize. In the future, Ill make sure that we take all the necessary steps to ensure the situation doesnt happen again. The last thing we want to do is let our customers down,and moving forward, were going to do everything in our power to hold ourselves to that standard. 

  ************************ our VP of Operations will be reaching out to you. Him and I want to make sure you get what you need here, so that we can try to make this right for you. You can also reach out to me, *************************** at ************************************ for any questions that you have.

  Thanks again for your feedback we are looking forward to the chance to make this right.

  Best, 

  ***************************

  ************
  

  Customer response

  10/07/2022

   
  Complaint: 18176668
  

  Dear BBB,

  Thank you for your assistance!
  

  *************** at this time as, REJECTING THE RESPONSE, as more time is needed to see if this company follows thru with their promises.  

  BBB, please realize that I have been directly emailing and telephoning their office requesting a response from ***********************, VP of Operations for weeks.  I am convinced that t is ONLY because of my complaint with you and your inquiry with them that has resulted in *********************** telephoning me today. 

  I respectfully request that this complaint remain open, and you continue to monitor the situation.  There is no doubt that without you, I would have continued to be ignored.  I do not expect this matter to be fully resolved for weeks, and likely months as they need to order new product to replace the wrong product and the defective products currently installed in my home.
  
  Sincerely,
  
  ****** Augusta

*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. ↩