Business Profile

Storm Windows and Doors

Florida Window & Door

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Florida Window & Door's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

207 total complaints in the last 3 years.
24 complaints closed in the last 12 months.

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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:07/19/2022
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.
the workers left said they'd be back tomorrow and never came back. installation not complete have called everyday for nearly 2 weeks with no response. door does not close latches do not move, window half installed
Business Response
Date: 07/20/2022
We will contact customer to address all concerns.
Customer Answer
Date: 07/20/2022

Complaint: 17587690

I am rejecting this response because: I want the job completed. Until the job is completed I will reject all of these responses. When are you going to call? It is nearly close of business the day after your response.

Sincerely,

*************************
Business Response
Date: 07/28/2022
We will reach out to customer to address remaining issues.
Customer Answer
Date: 10/27/2022

Complaint: 17587690

I am rejecting this response because: Florida Window and door was contracted for hurricane windows. They partially installed and took over 6 weeks to come back to finish the work. Hurricane *** hit 5 weeks later and the windows leaked terribly, the caulking was completely inadequate. The windows are under warranty so I reached out for them to repair and they did come to acknowledge the damage but will not return calls and have not done the warranty work.

Sincerely,

*************************
Business Response
Date: 10/27/2022
Date Sent: 10/26/2022 11:56:40 AM
Unfortunately and as explained to the customer we are experiencing longer wait times for service as we deal with the negative impact from the hurricane. We will contact the customer to address service
Initial Complaint
Date:07/14/2022
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.
I have sent a registered letter is to formally inform FWD of my intent to cancel our window order. Once again, they have not acknowledged our initial or subsequent emails regarding this. The reason for this complaint, is that the fulfillment of replacement windows at our home, has not been completed in a reasonable amount of time, nor has there been any substantial communications between the company and myself since ordering on the 15th of September 2021, and no specific statuses regarding the project timeline for sometimes months at a time.Further, this cancellation is being done within the constraints of the contract, as the initial cancellation Thursday July 7,2022, occurred prior to factory receiving materials, according to Ms.Nina Masons correspondence a few weeks earlier.I would prefer to settle this matter without any resultant litigation, and a formal acknowledgement of the cancellation without any further liability.
Business Response
Date: 07/14/2022
We have not received any notice. However, the customer is beyond the permissible cancellation date per the terms of the contract. Therefore, Florida Window and Door will be entitled to the damage provision noted in the contract.
Customer Answer
Date: 07/15/2022

Complaint: 17567078

I am rejecting this response because:
The business response is an outright lie, as expected.

Sincerely,

***********************
Initial Complaint
Date:07/12/2022
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.
***************** from Florida Window & Doors came to our home. He explained the products, over 5 hours (6pm-11pm). We did want the windows, he gave us an estimate in January, ***************************************** May 2022. We gave a $16,335 deposit, and have heard nothing back. We have tried to reach the rep, and the Florida Window & door office, in *****. We havent received a call back in more than 4 weeks. Please help get our windows installed or our money back.
Business Response
Date: 07/13/2022
Per the terms of the contract specifically paragraph #4 delivery of product is ***** weeks from date of HOA or permit approval. We will contact customer to update them as to order status.
Initial Complaint
Date:06/26/2022
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.
Our windows were installed on May 9,2022. While they did pass county inspection we are not satisfied as there is unfinished work, damage, etc that we have observed ourselves and also those we spoke about with a quality control manager with the company (*****), when he came out to do a quality check. Including but not limited to;water gets in when closed (despite cleaning weep holes), hardware is damaged, craftsmanship is poor (misaligned fittings, sloppy caulking etc), patchwork was not completed on exterior, damage occurred in home, windows that do not open or close all the way, etc.This has been quite frustrating as this was quite a costly project, reaching close to $19,000, what has been most disappointing has been the lack of communication from our project manager Requon, as well as the company as a whole. There have been several instances where we have been told there would be follow up on repairs or parts ordered with no communication from him until we reach out again after not hearing from him for several days. Additionally, it was quite unexpected to have a service technician come out without prior scheduling (this would have happened again later on had I not called for an update). The only emails we have received have been regarding us writing a review. Rather than leave a negative rating or comments without giving opportunity to make it right we have been delaying the completion of this installation and repair work for weeks. At this point, we are ready for it all to be done (and done well). We have tried to speak with other people at the company to no avail, leaving various messages or call back notes with no reply. We are aware of supply delays and staffing issues through out all industries, but this has gone on too long and we feel disrespected and ripped off. Please help us get this project finished.
Business Response
Date: 06/26/2022
We will contact the customer to address any issues covered under the contract.
Customer Answer
Date: 07/26/2022

Complaint: ********

I am rejecting this response because:
This is the second complaint I am placing with the BBB regarding this same issue. Since I filed the first complaint (complaint #********) last month there has been no resolution nor repair to our windows.

Sincerely,

Dylan Chance
Business Response
Date: 07/26/2022
We will contact the customer to address their concerns.
Initial Complaint
Date:06/21/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I entered into a contract with Florida Window and Door on April 13th, 2021. This may be the fourth or fifth complaint. My job is still not complete. I was contacted on Jan 28th, by a new Project Manager, I think it's the 5th one I've had, and he asked what was up with my job. He did not have the parts list, or the list of issues from the company inspector that had been here in Dec. Apparently he did find it, nothing had been ordered. He said he would have the parts in 35 days. As of yet, nothing further has been done. I have incomplete windows and doors, parts that are damaged, 3 inoperable doors, and scratches on the frames that they told me they would touch up. I hired this company because they had such great guarantees, but that obviously means nothing. I re-read them a few days ago, they guarantee that their installers will clean up everyday, they did not, they left cigarette butts, water bottles, metal shavings, cardboard al over the place. They also used some of my tools and took them when they left. They went into my refrigerator and drank all of my coconut water and even took some toilet paper from my garage. One of them was using my master bathroom with the door open. I would forget all of this if my job was just finished!! Selecting this company to do my job is the worst decision I've ever made. Almost a year and a half is completely unacceptable!
Business Response
Date: 06/24/2022
We have attempted to contact the Customer and will reach out again.
**********************
Customer Answer
Date: 06/24/2022

Complaint: 17457380

I am rejecting this response because:
The project manager has emailed me and said that he would send out another inspector to look at what needs to be done again. He claimed that the things that I told him that needed to be done were unknown to him and I had not mentioned them before. I have 6 months of emails that prove that statement to be incorrect. The last time an inspector came was in December. I said fine if thats what you need to do. He asked my availability and I said Friday morning. Then no response. This has been pretty standard behavior for the people at this company.

Sincerely,

*********************************
Business Response
Date: 06/27/2022
We have scheduled the service in accordance with our availability as well as the customer.
Customer Answer
Date: 07/01/2022

Complaint: 17457380

I am rejecting this response because: I was told that I would have an inspector and installer at my house today to finish this job. I did not believe that for obvious reasons. I got a call this morning from an installer saying he was coming to install s**** covers for ONE door, and that he wasn't given any other parts. I told him don't bother since there was a lot more that needed to be done, and asked where was the inspector, he didn't know anything about that. After a few hours, I got a text from the inspector for FWD saying he was on his way. He was professional, went over all of the issues with every opening in my house, documented all of it, and took pictures. I was glad that he seemed to know what he was talking about. I would feel hopeful now if it weren't for the fact that I had the exact same experience last December and nothing happened. I would like to know that these issues will be fixed asap, but I expect to be told that I have to wait forever again for parts. Not to mention the "parts" they are talking about actually come with the window product, why don't they have them?

Sincerely,

*********************************
Customer Answer
Date: 07/07/2022
Complaint: 17457380

I am rejecting this response because: I was told that I would have an inspector and installer at my house today to finish this job. I did not believe that for obvious reasons. I got a call this morning from an installer saying he was coming to install s**** covers for ONE door, and that he wasn't given any other parts. I told him don't bother since there was a lot more that needed to be done, and asked where was the inspector, he didn't know anything about that. After a few hours, I got a text from the inspector for FWD saying he was on his way. He was professional, went over all of the issues with every opening in my house, documented all of it, and took pictures. I was glad that he seemed to know what he was talking about. I would feel hopeful now if it weren't for the fact that I had the exact same experience last December and nothing happened. I would like to know that these issues will be fixed asap, but I expect to be told that I have to wait forever again for parts. Not to mention the "parts" they are talking about actually come with the window product, why don't they have them?

Sincerely,

*********************************
Business Response
Date: 07/07/2022
We will contact the customer to address any additional items that need to be addressed. Once the job is inspected, we do typically send a crew out to install covers and complete the finishing items. We will find out what customer is referencing and respond and satisfy accordingly.
Florida Window and Door
Customer Answer
Date: 10/20/2022

Complaint: 17457380

I am rejecting this response because: I have no idea how many complaints I have filed in regard to Florida Window and Door.. I contracted them to install impact windows and doors in April of 2021. As of today, this project is still not finished, they have sent an inspector from their company out at leat 5 times to assess what parts are missing and what issues there are. My front door is inoperable and I am still missing finishing parts for some windows. The ** does not answer emails and will only contact me if I lodge a complaint. My permit is missing and the last time I saw it, one of the installers from FW&D was holding it. This is the worst company to deal with and I am so sad that *** had to deal with this over and over again. The finance company paid them before the job was complete and they do not care.

Sincerely,

*********************************
Business Response
Date: 10/20/2022
We will have a Supervisor reach out to this customer.
Initial Complaint
Date:06/21/2022
Type:Service or Repair 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.
I had *********************** a salesman come to my house this last December to go over the storm windows. He and another salesman showed me samples and i picked the single window and not the two windows with a low E between because I told him I could get them tinted for less. When the windows should up on June 14th the installers started to remove my windows and then I asked ***** to let me look at the windows before they got to far. I looked at them and put my fingers on each side and they were not as thick as what I was shown from Matt ***** salesman. I called and spoke with the project manager and what a joke she was so she then connected me to ********* and she told no those are what you were shown as a sample and that what you ordered. I then told her she was not here when I was shown samples so she has no idea what I was shown. ********* told me that they are two 1/8" pieces of glass with something in between for part of the impact . For one the sample I was shown was thicker and it was just a single piece of glass with nothing in between. ********* then told me if I refused these windows she threatened me with then having the finance department put a lien on my house. I argued with her in regards to the windows that what i here is not what I was shown. So I just told the installer to continue because I do no want a lien on my house. They are a lot more that goes with this whole install then what's here plus ***** are 2 problems with the windows and I have to keep following up with Jhannell the project manager. THIS IS A BAIT A SWITCH FOR THE WINDOWS. They showed me one product and then gave me another. I asked to speak with a manager and ********* refuses to let me speak to him or her. I believe all these phone conversations are recorded and someone needs to listen to them. Please help me, I was told that these are rated for hurricane 5 but even the window tech they sent out couldn't even tell me that.
Business Response
Date: 06/21/2022
We have spoken with the customer and the customer has received what he purchased in accordance with the executed contract and specification sheet. The customer has a balance rod and ******************** that needs adjustments, both have been ordered and we expect to have the replacement parts within 30 days. Florida Window and Door has performed in accordance with the contract and what has been ordered.
Customer Service
Customer Answer
Date: 06/21/2022

Complaint: 17454204

I am rejecting this response because the owner *********************** admitted according to him I received a better window from the one I was shown. Like I stated to *****, I was shown one thick piece of glass where the windows that were installed has two pieces of glass with something in between. Unfortunately the salesman that I had at the time is no longer with them and the number I had doesn't work. I feel because of inflation cost that I actually have is less quality than what I was shown and told at the time of the contract is different.

Sincerely,

***********************
Business Response
Date: 06/24/2022
Customer has represented this conversation incorrectly. In fact, the windows supplied and installed were what was purchased and signed for by the customer at the time of sale. Additionally, the customer was told that all products meets the ******************* Code as was explained to him at time of purchase. Therefore the response by the customer is inaccurate.

Customer Answer
Date: 06/28/2022

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.

Sincerely,

***********************
Initial Complaint
Date:06/17/2022
Type:Product 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.
Windows and Sliding glass door installed in April 2022. There is still 2 pieces that need to be installed on the sliding glass door per Supervisor from company. Have called many times to get resolved. Finally received a call back from company after numerous calls on my part to have pieces installed. Appointment was scheduled for service on 6/15/22 between the hours of **** however a call was received on 6/14/22 @ 6:21 PM cancelling the service appointment by ********** ********* was asked when the call would be re-scheduled but she could not give us a date but said that we would receive a call by Friday. It is 7:20 PM and no call was received. I have also filed a dispute with my credit card company for $9,134.00 which was the balance due after a $500.00 deposit was paid.
Business Response
Date: 06/18/2022
There appears to be some confusion in regard to this appointment. We will contact the customer immediately to get the issues resolved and apologize in advance for the confusion.
Customer Answer
Date: 06/30/2022
Regarding above complaint, I have not heard from this company and it is 6/30/22.
Business Response
Date: 06/30/2022
We will contact the customer to reschedule. We have been short of staff due to Covid and apologize for inconvenience
Customer Answer
Date: 07/06/2022
Please be advised that they keep telling me that they will get back to me but it never happens. These windows were originally installed in April 2022. They are a terrible company and will never recommend them.
Business Response
Date: 07/06/2022
We will contact the customer to reschedule the appointment. Unfortunately we have had limited staff due to a COVID outbreak in that department and apologize for the delay in rescheduling the appointment.
Customer Answer
Date: 07/14/2022

Complaint: 17444689

I am rejecting this response because:
Wed, Jul 13, 2022 at 7:31 PM
Regarding above complaint, I received a call from Florida Window and Door with an appointment to complete the installation for today between the hours of 9AM - 11
AM.

I have not seen a representative from the company nor have I received a phone call. I called the company around 1PM to inquire whether I was going to see a representative today; I asked for a return call but again no call.

Thanking you for your assistance in this matter.

Sincerely,

******* & *******************************
Business Response
Date: 07/14/2022
We will contact the customer to address concerns.
Customer Answer
Date: 07/25/2022

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.

Sincerely,

******* & *******************************
Initial Complaint
Date:06/17/2022
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.
I had impact windows and doors installed more than 3 weeks ago. They did not provide keys for the front door. The installers stated the keys were missing and they would bring keys. I have spoken to the install project manager three times and texted him once. I also called the office and the receptionist stated she would email him to call me and he has yet to do so. I have made at least 5 attempts with this company about the keys. This is unreasonable. I want keys for my front door and they are refusing to comply. They been paid in full and it is NOT my obligation to incur the expense of a locksmith when I have paid them over $12,000. A hurricane impact door includes keys. Somebody has my keys, and obviously, full access to my home. I am VERY uncomfortable with this situation.
Business Response
Date: 06/17/2022
We will address this immediately. We apologize for inconvenience.
Initial Complaint
Date:06/15/2022
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.
I am being harassed by their sales team by phone and text. This has been occurring for months. I have made repeated requests verbally and in text to STOP CONTACTING me. They still continue. I have blocked every number they call me on then I get another call from another number. I am also on the DO NOT CALL List too. This business practice is truly harassing. Please help me and I am certain others, in stopping their sales practices
Business Response
Date: 06/15/2022
We will remove customer from call logs.
Initial Complaint
Date:06/14/2022
Type:Service or Repair 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.
I had windows and doors installed in Oct of 2021. They were sliding glass doors and two of them were damaged. One of them was dented and the other had a significant 3" scratch. I was told numerous times that these would be reordered and then replaced. I have been trying for the last 6 months to get the new doors and the situation resolved. I have sent pictures of the damaged doors to the company. They had a representative come out and verify the damaged doors but I still have no resolution. I have left multiple messages with the Supervisor, ***************************** and no one is returning my calls.
Business Response
Date: 06/15/2022
We will contact the customer to determine what needs to be done to address concerns.
Customer Answer
Date: 06/20/2022

Complaint: 17426444

I am rejecting this response because:
Even though they said they would contact me directly I still have heard nothing.
I have continued leaving messages for *************************** DAILY and she is still not replying.
Sincerely,

*************************
Business Response
Date: 06/21/2022
We certainly do not want the customer upset and we will contact the customer once again.
Customer Answer
Date: 06/27/2022

Better Business Bureau,
I did receive a response from the company, they assured me that the replacement doors were being ordered that day (June 24th) . They said they would be installed as soon as they arrived and it would take about 4-6 weeks to receive them. Hopefully they will stand behind this statement otherwise I will be contacting you again in a few months. Thank you for your help.
Sincerely,

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

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Florida Window & Door is NOT a BBB Accredited Business.