ComplaintsforFlorida Window & Door

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a salesperson come out to give me a price on a slider door. He was very nice and I ended up putting a deposit down. Within a couple days the measurement employee came out and preceded to tell me that what the salesperson told me I could get wasnt able to be ordered. I did not sign off as I needs to speak to my salesperson to decide what to do as he could not help me. He said he would have someone call me. Days later no one did so I called my salesperson. He preceded to tell me he had resigned and told me to call *****************. I called ************* multiple times with no return call. After not having anyone return my call and being told no one else could help me I cancelled my door via email. It has been four days since I canceled and I have called multiple times to request my 500 deposit be refunded. No one is willing to let me know when I will get my money and no one is returning any calls. I also called a ***** today that my salesperson gave me a number for even though he is no longer working there. He has been more helpful than the actual company.

  Business response

  08/30/2024

  The refund has been processed and the customer will receive within 30 days. We apologize for the inconvenience and delay in responding.

  Customer response

  09/04/2024

   
  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

  08/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We hired Florida Windows and door for new windows and doors pre-Ian. this past March we finally had the install. 80% of the windows have scratches on them from Manufacuring- heavy gouges. I have had them out twice and both QA inspectors have said that they are scratched however FL&D did not follow their internal guidelines and the manufacture will not warrant the product. The QA person said they (FW&D) were told that there are too many scratched and it too expensive. The QA person admitted to me that these were manufacturing scratches and not installation.

  Business response

  08/15/2024

  We will contact the customer

  Business response

  08/15/2024

  We investigated this complaint, and the customer had a ******************** washer damage the windows with a razor blade. We offered to replace the glass and charge the customer for the replacement cost which could/should have been paid for by the window washing company.
  

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Original install date 3/18/24 Paid $22,756.00 To provide (7) windows and (2) exterior doors (painted gray)Disputing the fact that I called Fla ***************************** on July 9, 2024 regarding the paint on the east side exterior door is pealing, the striker plate and hinges on this door and the front door are rusting, as per her request, I emailed all pictures of the issues. Finally on July 30th, what I thought was someone to actually do something about the issues, only came out and took the same pictures that I took and then left. During the month of August of phone calls, the Service Coordinator mentioned twice on Touch Up Paint being used and I keep telling her that it will not solve the issue. I paid over $2,000.00 for the door and she wants to touch it up ?? And I asked if they were replacing the **************** with the same that are presently installed & she said yes, I asked why would you do that when in another 3 months they will start to rust again. I have on hand the Double Lifetime Warranty certificate (Product Guarantee, Parts Guarantee, Workmanship Guarantee). Fla ***************************** needs to stand behind there word that is on paper.

  Business response

  08/13/2024

  We will contact the customer to address issues covered under warranty 

  Customer response

  08/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and at this particular time, I can not actually agree or disagree until the company comes to the house on 9/6/24 to speak with me on the companies plan to resolve the issues.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 3, 2023, our double front door and 4 windows were installed. The doors have failed city inspection 3 times because it doesn't meet the Florida Building Code. The company chipped the paint breaking the seal on the finish, put dents throughout the door, and bent the door frame so it doesn't close properly during their 1st installation. The damages were pointed out to the ******* in real time, and we wrote dozens of emails. After the 3rd failed inspection we requested an itemized invoice to show the cost of the door vs windows because we were tired of our emails and phone calls being ignored and wanted a refund for the door. The company has refused to provide us this information and offered us $7900 for a door refund stating that each of our windows cost $5000 for a total of $20,000. We paid $28,500 for the door and 4 windows. We had Lowes review the permit and specifications, and they provided us with a written quote for all 4 windows totaling $6700 and a quote for the door at $20,000. As of yesterday, the company emailed us after 51 days of waiting for a reply to our email to say that "failing a city inspection is not a significant issue", I guess waiting a year for them to figure out how to install a door to code isn't out of the ordinary for them either. We requested a refund of $20,000 from their finance company two weeks ago. Yesterday, FWD offered to order a new door with partial credit since it won't have the upgraded stain we paid for or full refund. Of course, they did not tell us what a partial credit or full refund would be so I guess we are back to playing the bad faith game which is one thing this company is great at. They don't care about the customers, they just care about protecting themselves. We want ************** Faith! You are the ones who screwed up so make it right! I want a real offer for both the partial credit with new door & a real market value for a total refund of the door plus 2 discounts never applied.

  Business response

  08/11/2024

  We have been in touch with customer and are doing our best to resolve with manufacturer to customers satisfaction. 

  Customer response

  08/13/2024

   
  Complaint: 22122796
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/29/23 I signed a contract for windows and 1 door. ******** said the company takes care of getting approval from HOA and permitting. *** has Architectural Review Application, which he told me to sign, and give to him to submit with other paperwork for HOA. Again, window company does everything for you! The windows I signed a contract for, I trusted he would transfer onto the Architectural Form, and submit. I did not see form again. Windows were installed and appeared the same, but about 6 months later, something did not look right. Two windows had different glass configurations. They were not the windows I signed for in contract. Apparently the company took my signed Architectural Form and changed the window configurations on 2 out of 4 windows without my knowledge. My HOA approved the company, and since my signature on the form, they did not question. When I realized I did not get the windows that I contracted for around 3/2024 (windows installed 9/23) I contacted office. The company sent a representative to check my complaint. He knew immediately that the 2 windows were not the same as in my contract. I have been trying to get this corrected, but the company is refusing to install the contracted windows. They put in windows that I knew nothing about, and used the Architectural Form that had my signature to scam me. I, in good faith believed the salesman to put the window configuration that was on my contract onto the Architectural Form. He did not. Now, the company is refusing to replace the uncontracted windows for the contracted windows. The window company did all this without my consent or knowledge. Again, once I gave the agent the signed Architectural Form he requested on 4/29/23; same day and time I signed contract, I never saw it again until I called the company to complain about the 2 windows that had the wrong glass configuration. I have emailed the President of the company with no response.

  Business response

  08/08/2024

  We will contact customer to address. But  would only install what HOA approved. 

  Customer response

  08/20/2024

   
  Complaint: 22107165
  
  I am rejecting this response because:  I will only accept the windows I ordered per contract. I was totally unaware of the windows they installed. I want them to install the correct windows in contract.
  
  
  Sincerely,
  
  **** *******

  Business response

  09/09/2024

  We are attempting to reach resolution 

  Customer response

  09/20/2024

   
  Complaint: 22107165
  
  I am rejecting this response because:

  I read the response from the window company. They said they are working on a resolution. I had to hire an attorney to get the windows I signed for in the contract. Simple as that. As far as I know, there has been no response from them. I cannot tell you an update because I have not heard anything. Not sure what they are doing. Im still waiting.
  
  Sincerely,
  
  **** *******

  Business response

  09/20/2024

  We have agreed to replace the windows but have asked the customer to confirm by email that these are the windows she wants in terms of operation. This is just to confirm that we are on same page in order to satisfy customer. As of this response we have received no response to the email sent to the customer. We need this response in order to resolve the complaint and reorder the window.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed contracts around June of 2022 with Florida Window and Door I was told approximately 3 months to start the project and instead it was 6 months later before they started.They sent a crew that was told it was a 2 day job and when they got there they said it would now be a week. I had flown down from ********** to meet them so now I had to change my flight plans I said I would stay as long as needed they started working and never made any mention of not being able to do any part of the job, it was my responsibility to remove the rails and reinstall which I did.Second day the were working and told me they do not do siding I said well no one ever mentioned that in the original meeting or when they can to measure, at no time was I informed that they do not do siding. I said well who does that and they said I was responsible for it. So now I had to either find someone to jump on a project the next day or risk water coming into my home once it rains, I was able to fly down one of my employees and we removed and reinstalled all the siding around the sliding doors Thank god I was able to do this or I would have had serious water damage because it rained the end of the week Once they completed there job I sent numerous photos to the company showing how the work was sub par and was installed incorrectly They gave me a $300 credit for my complaint they eventually came back with the missing parts but I had to fix all the sub par work Fast forward to ********* I made a complaint that several sliding doors were leaking and they have yet to fix them even though I sent video and one of there employees came out and took video

  Business response

  08/21/2024

  We will ***** t customer to address service issue and apologize for any inconvenience 

  Customer response

  08/23/2024

   
  Complaint: 22102337
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ***********

  company showed up again and did not fix any of the leaking windows 

  Business response

  09/09/2024

  We have contacted customer to address service 

• Initial Complaint

  07/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We had Florida Window and doors install our windows and doors in 2022. They have had to come out here just about my French doors at least 5x. The doors always get stuck and you can't get out without relentless effort. They've changed the door, and the lock, they have done nothing else to figure out the actual problem bc it keeps continuing to happen. In the contract it states if they come out 5x or more for the same issue, you're free and clear from the contract!! This is ridiculous! I shouldn't have to continue to call to have my doors fixed all the time!!

  Business response

  07/26/2024

  We will contact customer to address. 

  Customer response

  07/26/2024

   
  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

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The some of the windows that were put in still do not go up and down properly. Also they do not latch correctly.

  Business response

  07/25/2024

  We will contact customer and address service. 

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 7 2024 signed contract with Florida window and door took a $ 500 deposit and cash it . Over the next several days we waited to receive a call from the measurer . Several attempts were unsuccessful until we decided to cancel our project with Florida window and door and try to get our money back . Spoke to the sales person said I could not cancel. Called the corporate office spoke to them which was the accounting department. Told them we were canceling the order also the finance application was voided but couldnt refund my deposit of $500 I would lose it . Called the company back spoke to the accounting department to see if lean was place on our property she does that however no lean was placed on the propertyI had checked with the local building inspector and no permits were issued from this company. Last week spoke to ******** approximately july 2 from their accounting **** explained we received a notice from an attorney representing Florida Windsor and door indicating the order was completed. There was never any communication from the company indicating our were being fabricated and nor any other communication from Florida Window and door after the contract was terminated. She checked Florida Window and Doors found acct was closed . She was to call me back after speaking to her boss. There was no return call . I called the following day Wednesday left message for her. No calls returned as the same for Friday the 5 and also July 8 .As of July 12 2024 there has been no call back from this company especially with the accounting department.as the account has been closed. There fire I wish not to be contacted by Florida Window and door and their collection representative and please have our deposit returned to us since we are both senior citizens and on a fixed budget .

  Business response

  07/16/2024

  The customer per the contract has three business days to cancel otherwise the deposit is forfeited. The customer did not cancel within this timeline and his deposit was not refunded. 

• Initial Complaint

  06/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I entered into a contract on April 29, 2023. A sales ***resentative came to my house and performed a demonstration of the product and estimate for window ***lacement. I made it very clear that this was the first estimate I had pursued, I needed to research the products and other companies, and needed to review my finances before committing to the purchase. Over a period of three hours, under duress (during my workday and with knowledge of his other appointments on the calendar), the salesperson worked to assuage my concerns, providing examples of other window estimates (which were mis***resented), and ensuring me that the "sign today" discount was a standard practice in the industry (which is not true). Other common manipulative sales tactics were employed, including asking a lot of personal questions about my life to build a relationship, openly calling his manager to ask for more discounts, and playing games with having me guess what the price should be, what I would pay, and negotiating from there. The sales *** advertised their A+ BBB rating, but hid the fact that they are not accredited.Besides the duress I experienced during the sales process, the primary complaint is that the company is not responding to my requests for contact. The contract makes clear that changes could be made to the contract before the work began, with the understanding that they must be made in writing. I have tried to request changes to the contract, but the company has not responded to email and phone call requests for contact. During the sales process, product choices were made for me (for example, aluminum versus vinyl) without being given the time and opportunity to research the product. I have tried to cancel the contract, but the company is no longer responding to email and phone requests for contact.

  Business response

  06/29/2024

  The customer is left a copy of the executed contract at time of sale. Please contact our office at ************ and ask for ***** she will provide you copy of contract. 

  Customer response

  07/01/2024

   
  Complaint: 21919658
  
  I am rejecting this response because: Did the business even read my complaint? I obviously already have a copy of the contract. I am requesting communication regarding modification of its terms. The company has been ignoring my phone calls and emails.
  
  Sincerely,
  *************************

  Customer response

  07/01/2024

   
  Complaint: 21919658

  I am rejecting this response because: Did the business even read my complaint? I obviously already have a copy of the contract. I am requesting communication regarding modification of its terms. The company has been ignoring my phone calls and emails.
  
  Sincerely,
  *************************

  
  
  
  
  

  Business response

  07/12/2024

  We will contact the customer to address any issues. However, we do not agree with the representation made in this complaint in regard to the customer not being given a choice to proceed. 

  Customer response

  07/23/2024

   
  Complaint: 21919658
  
  I am rejecting this response because: Instead of "contact the customer to address any issues," as they stated, the company has hired a lawyer and served me with a payment request for contract cancellation. This company continues to employ disreputable tactics.
  
  Sincerely,
  
  *************************

  Business response

  08/05/2024

  We refute the issues brought in this complaint. The customer was given a sales presentation and chose a particular product that best suited her needs after consultation with our Sales Associate.  The customer did not cancel the project until months later during which our company expended costs to complete the contract. Since the customer cancelled at such a late date and in accordance with the terms of the contract the customer forfeited her $500.00 deposit. 

   

  Customer response

  08/06/2024

   
  Complaint: 21919658
  
  I am rejecting this response because: Is there any recourse for a company so grossly misrepresenting the situation? My request to cancel was 15 days after the contract was signed. I have complete documentation of everything I have described and all of my claims. I maintain that the salesperson was pushy and didn't allow me some of the choices. From then until now, the company has refused to discuss this with me by email or phone. I completely understand and accept the forfeiture of my $500 deposit. I take issue with them trying to collect >$8600 in cancellation fees as requested by their legal team (no work has been performed).
   
  Sincerely,
  
  *************************

  Business response

  08/20/2024

  
  We are not pursuing that additional monetary claim despite being entitled to them under terms of cancellation policy on executed contract.
  

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