ComplaintsforFlorida Window & Door

• Initial Complaint

  04/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company has called me and texted me over 100 times in two days in regard to a quote I never submitted. I spoke with them once and asked them to remove me from their list, but continued to receive calls and texts. This is harassment. Something needs to be done to stop keep companies from doing this. I'm on the do not call list and don't even live in Florida. I've attached the calls from just one day and there were several texts to accompany those phone calls.

  Business response

  04/18/2022

  We received the initial inquiry from this customer from one of our inbound marketing channels. We did not solicit this customer without permission. As of this response we had removed this customer from our database and apologize for the inconvenience. 

   

  Florida Window and Door Customer Service 

• Initial Complaint

  04/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Update added below. To say I'm disgusted is an understatement. I would not ********************* Florida Window and Door to anyone. After waiting Since April/May of last year after taking a deposit. For hurricane/impact windows And then never hearing from them again. I gave a ***** to November as they said they were backlogged due to supplies. NBD Ok January comes around, February so I call. They say it is stuck in permitting at St Lucie County. Magically 1 week later they are ready to install.This past Monday They sent a subcontracted crew out.... Who barely spoke to us. Destroyed our front bay window sill, Installed the window structurally improperly and crooked. Broke the marble window ***** around the house AND Didn't SAY ANYTHING TO ** ABOUT IT. REFUSED to discuss the issue with the bay window. The Only reason we even knew anything was wrong initially was because the county inspector was speaking really loudly saying it wasn't structural sound and he was failing it! They Installed a broken french door! And a window in ****** room that slams shut half way when you open it. Trashed the yard and left broken glass all over the front. And when calling the company to try to get things fixed. Told us they would be out today Friday the 25th with quality control. So we waited ALL FREAKING DAY. For no show. Called the company and project manager multiple times. To be told they changed and won't be out for another week. And also won't be out to clean up. What the ACTUAL HECK. We can't get thru to anyone legitimate in the company. But **** their sales people talk about a good game. What the heck can we do?? Because this was/NOT a cheap job from our end... But the work is shody cheap sh*#????????????So update. The sale director somehow saw my post and pm me directly thru ******** with Florida Window & Door It was kind of him to do so. The project manager Quan. Who is highly less than helpful. Got a quality control person to come out an

  Business response

  04/24/2022

  We will contact this customer to address any issues. 
  

   

• Initial Complaint

  04/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 16, 2021 I entered into Contract with ***********************. The total amount for the windows was $10,000. ************** stated that I would be able to install horizontal windows in my condo. My signed contract was clearly written for horizontal windows. Based on this agreement I paid the required $5,000 deposit. I informed ************* that I would be out of the country for 2 months with very limited access to internet. I was told this would not be a problem since the windows would take 10 to 12 weeks to process. I returned from abroad on December 31st. At that time I informed ************** that I wanted to remove the patio door from the contract as my patio door was hurricane proof, a fact that ************** failed to informed me. He agreed to remove the patio door & revised the quote. I asked for a complete breakdown of the cost per window. As of this date I have yet to receive the breakdown. Shortly after this request, I received a letter from the building captain informing me that Florida Window & Door had informed them of the horizontal window installation & the request was denied, as horizontal windows are not approved by our HOA. I have spoken with ************** several times requesting a revised contract that included the removal of the patio door & indicated that the single hung windows would be substituted at no additional cost, as I was not going to pay any additional cost. On 3/11 I received a text from ************** for $6875. I called ************** to inform him that the new amount was based on a lower quality of windows that I had previously purchased. On April 3rd, I received an email from ************** informing me that the revised amount was now $7487, which includes the original upgrade & cost for single hung windows. I was mislead by ************** to believe that I would get Horizontal windows. Now they are asking for additional money because they lied. I want a 100% refund. Based on other BBB complaints this is an ongoing scam they pull on their customers.

  Business response

  04/04/2022

  Unfortunately, we do not dictate the style of the windows the *** will approve. The customer did not receive a lower quality ******************** ************* to the style as was required by the Homeowners ***. **************** will reach out to customer and advise them of status.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  April 2021 my family signed a contract with Florida Window and doors. We discussed options with salesman *********************************** and signed for *********** impact windows. We were shown physical samples of CGI windows and told that *** has their own company and only install CGI windows. Because they have their own manufacturer they expedite everything as contract states in a 3-4 month time frame.We paid 500$ deposit to *** and after lengthy pushing from salesman signed with their offered financing Co ******************* Llc. We were told the agreement would begin with a one year grace ****** from the day windows are installed, inspection passed and we are satisfied.TEN months later and a multitude of calls and frustrations on our end the *** installation crew arrived 2/14/2022. The van was unmarked and the crew were sloppily dressed so I imagine they were subcontractors. The main gentleman was actually the second man to measure windows for purchase *****.It is now 3/31 and we are on our fourth inspection failure. We never received CGI windows, and the windows installed are missing sill plates snd s**** hole plates. External caulking was used on every window as internal caulking during first install attempt. House smelled like gasoline for weeks. During first installation we watched crew and noticed enough that once inspector arrived we questioned him. After careful investigation we found that huge amounts of external caulking was used to fill in huge gaps between existing drywall/stucco and new window frame. Shorts crews, completely missing screws, lack of bucking and shimming added to meet manufacturing installation requirements.Today we sit with a house that has thousands of dollars in damage, windows and frames that have permanent damage , frame holes drilled through so excessively the larger screws go right though. Do you think *** is addressing Any of our concerns past inspection issues??? No.

  Business response

  04/01/2022

   

   

  Correspondence to Customer 3/30/22

   

  We have been to your site multiple times and have even encouraged county inspectors to review the install and be explicit on what needs to be corrected. We have corrected all previous comments from inspector and all the issues noted in the previous email. We received a partial pass on 3/21; the inspector comments reflect what remains to be completed. I called you and ************** to discuss our partial pass on 3/21. Our last phone conversation I asked you to produce pictures of issues, and nothing has been provided to us. You have multiple projects going on in your home with other contractors and that is relevant because you claim that damages were made by Florida Window and Door ,but have not provided any pictures to us documenting. You have admitted to me that you were checking the screws that our installers were using as anchors. I ask you to please stop adjusting the work of our installers; we cannot be made to correct issues that arise from your checking. As discussed on 3/21,when opening #6 picture window arrives, we will schedule the reinstall of #6,correction of inspectors comments and inspection to close the project on the same day. 
  
  We do not guarantee any manufacture that is not a part of our sales process. I see nothing on your contract about a particular manufacture. We only recognize written agreements (line number 1 of your contract); nowhere is your contract naming a specific manufacture.Additionally, this email is the first mention of a specific manufacture being requested. The window you have in your home match the category of window you bought, and I dont know of a manufacture called CSI Windows.Regardless, if you wanted a specific manufacture, you should have noted it on your contract.
  
  We only use authorized installers of Florida Window and Door and that is noted in your contract. Our license number is **********, this information is documented on your permit.  Your permit also includes all the product approval attached to your home. The product approval is open access and searchable to the public at https://floridabuilding.org/pr/pr_default.aspx
  
  Our Most Up To Date warranty information is available online  https://www.floridawindowanddoor.com/warranty-facts/ .  
  
  We have upheld all parts of the contract and are not in breech. We are trying to reach a solution to your concerns, but we cant keep going back and forth like this in email.
  
  Next Steps:
  I can have a hold back check cut. Would you like the holdback amount of $700 until #6 is reinstalled?
  We still have not received any additional pictures documenting current issues. When can you provide pictures documenting what currently remains to be completed?
  We can schedule a virtual site visit via Zoom. When are you available?

  Customer response

  04/01/2022

   
  Complaint: 16969410
  
  I am rejecting this response because:
  Hello Dominique( ********************** supervisor) Thank you for copying  your last personal response to me from our email correspondence and posting it to BBB above.  Service *************** also has this same response. The photos below were all taken after you personally sent this EXACT response.  The pictures of my home, that is only a small fraction of your work and the damages, speak volumes.  Your online reputation of complaints from hundreds of unhappy customers here, rip off, Yelp speak volumes.  I reject this Your company Owes us thousands of dollars and we will continue working with ****************** LLC.  To get our money back.  We will continue our complaint with The Florida department of licensing and reach out to the Florida *************************  They suspended Your owners license before, its high time they took it away for good .  
  Sincerely,
  
  *********************

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Florida Windows and Doors installed hurricane windows in our home. There were many issues during installation -- and now the windows HAVE NOT PASSED the HOME INSPECTION. We have called the company a number of times, leaving messages -- NO ONE HAS CALLED ** BACK. We want to have the problems corrected so that the building inspector can approve installation.This company does not deserve an A+ rating....

  Business response

  03/25/2022

  We are waiting on the information from the city as to what did not pass. We will be in touch with the customer to reschedule the installation.

  We apologize for the delay.

  Florida Window and Door Customer Service

  Customer response

  03/25/2022

   
  Complaint: 16945736
  
  We are not rejecting this response....however, we want to let the company know that one of the front windows is etched between the glass, so that window will need to be replaced. Additionally, one of the master bathroom windows was installed crooked. It may just be the balance that needs to be adjusted.

  Both items must be repaired when the workmen come. 

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

  Business response

  03/25/2022

  We have spoken to the customer and are scheduled to visit. 

   

  Florida Window and Door Customer Service

  Customer response

  03/29/2022

   
  Complaint: 16945736
  
  I am rejecting this response because we had three painters come out to give estimates to paint the window ***** --NONE OF THEM WOULD TAKE THE *** due to the poor workmanship re: sealing. Each pointed out three areas that must be corrected prior to painting: 1) sealer is on the window frame itself (apparently will turn ***** in six months); 2) too much sealer applied so it will not dry properly; and 3) sealer not applied smoothly. I have called the corporate office leaving a voice mail for ******* (who is apparently a project manager); left a message for *********************** (president of the company) via linkedin and talked with the sales manager ***************************. So far, no one has called me back .... Photos attached to give an idea of what we're dealing with on all 11 windows.

  Plus...We are still waiting for our windows to be approved by the building inspector!

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

  Business response

  04/01/2022

  We are sorry the customer is not satisfied but as the customer is aware we are doing everything we can to address issues that we are responsible for.

   

  Florida Window and Door Customer Service

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/5/21 we signed a contract for hurricane impact windows in our back enclosed patio. We paid 8,750.00 to date they have not even got the permits. I called the city on 3/7/22 the city says the permits were denied on 12/3 and sent back what the CO needs to do. I called the CO on the same day and ***** told me she would get back to me and she did not, I called her on 3/11 she tells me it is in Engineering and ***** the manager would call me Monday 3/14, but she did not. My wife and I keep calling and we keep getting the run around. I left a voice message with ***** on 3/15 for a refund because we are tired of keep following up with them and no one called us back. in addition, I spoke to my legal svcs and she tells me that Florida statute 489.126 the company did not follow the state law on this. We want our $8,750.00 money back and cancel the order. At the beginning we were told at different times when the job will be completed and each this does not happen. We want our money back, a year has gone by and we still do not know what is happening. Very poor customer service. Never do business with them again. If you need more details on date when I called and who I spoke to I can provide details. We want our money back. We believed and trusted the salesman and the company but we were pulled into a false sense of security.

  Business response

  03/17/2022

  We have in fact been in touch with this customer. Unfortunately the engineering requires additional information per the city. We will contact the customer and update them as to status.

  Florida Window and Door Customer Service

  Customer response

  03/18/2022

  
  Complaint: ********
  
  I am rejecting this response because: I spoke to a ***** in the permitting department yesterday and she asked me what I want to do; cancel the order and get a refund or continue with the order. I told her I want 100% of my money back that is $8,750.00 so she put me on hold for a time and told me they will refund me the money less $500.00, and I told her I want 100% back. She said becasue of the paperwork for the HOA where I live and I told her I filled out all of the paperwork. After being on the phone with her for a time I got no where with her. After waiting more than a year with nothing on their part that was done, never getting updates, the run around, they now have to make it even more difficult for me and my wife. All I want from them is my money back in what we paid them. Continuing on from where I was. This ***** tells me that a ***** from the finance department will call me within 48 hours. I told her I already waited more than a year and now she wants me to wait longer. She then cut me off and put me to this *****'s voice mail and I left a message for her to call me back in which she did not. All I want from that company is 100% of the money I gave them. Make them understand that. 
  
  Sincerely,
  
  Allan Pilson

  Business response

  03/18/2022

  We are sorry that the customer is not satisfied with our response but assure the customer we are doing what can be done to satisfy them 

  Florida Window and Door Customer Service

  Business response

  03/21/2022

  I think that resolution was arrived at after I sent response. But we will refund 
  
  ***** ******

  Florida Window and Door

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/12/2021 Salesman proposed full house window quote. Said 12-14 weeks. Actually did not get installed until 11/2 to 11/8/2021, There are 3 windows that do not stay open and a couple that either do not open or do not lock. The kitchen window is too small for opening and even though the installer shimmed it, it moves back and forth. One bathroom window was not included in installation as the salesman counted 20 windows and the man who did measurements only did 20..we have 21 windows.The stucco around the upstairs windows was destroyed and patched badly. There is the material they patched with all over the garage roof. The installer knew about the problems and the office did too and promised parts were ordered and situations would be fixed. The windows of course failed inspection! I have copies of the numerous texts, calls, and emails the company representatives. On January 6th I wrote an email giving them til January 10th to respond with how they were going to rectify this mess or I would be in touch with both you and ******* County Licensing and Enforcement. We have heard nothing from them! Unfortunately ****** had a stroke on 1/10/22 and we have been busy with Dr appointments, etc. I found some time today to get in touch with you. We want to get the windows done and the stucco around the windows and the garage roof fixed. We have a quote to repair stucco and repla e the garage roof shingles. ***** ***************

  Business response

  03/04/2022

  We have spoken to the customer and will reach out again, parts were ordered from the manufacturer and once they arrive we will schedule a service. We will again advise the customer as to status and apologize for the miscommunication.

   

  Florida Window and Door Customer Service

  Customer response

  03/07/2022

  Complaint: ********
  

  
  I am rejecting this response because: the parts were supposed to be ordered back on November 8th. We have called, emailed, texted up until January 6th, 2022. We have not received a text, email or phone call from them in months. I am sure the manufacturer is still building windows and would have the parts to fix the 3 windows that won't stay open! Their lack of response is unacceptable.our last call FROM them was 11/22 and last text from them was 12/9. We have copies of all emails and texts, even those to the installers who did not speak English and we had to communicate using Google Translate? Do they think because we are in our 80s that we will just let this slide? Not going to happen. Our next step is to involve the ******* County Licensing and Enforcement to explore Elder Abuse! For sure we will NEVER recommend this company!

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

  Business response

  03/09/2022

  We are disappointed the customer reacted this way but will continue to address the needs of the customer in order to get them satisfied. Once we receive the parts we will schedule the service

  Florida Window and Door Customer Service

  Customer response

  03/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: FWD said they reached out to us! We received  a call on 3/4 from a number not in my contacts. This was the day after I did my complaint! Then on 3/7 I received an email from ******* ***** from FWD asking if the siteq supervisor could come inspect the loose window so all windows could be done in one visit. She said they had the balance rods for windows! I replied to her email with all of the other issues which were discussed when the Field Supervisor was here in November.  I told her to call, but if nor answer to leave a message! 

  She replied she would look into the other issues!

  Then in the Company replies to you saying they will get in touch when the pars get in. Really!

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

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To begin it took 7 months(Ordered May 1, 2021) to get the windows & doors in which I do understand things are on backorder. The first day the install crew did not show up till after 1 pm when they were supposed to start in the morning. Apparently 2 of the doors were missing and they were going to different locations looking for them. Turns out they still weren't in stock. The next couple days of install weren't as bad. The following Monday they were supposed to come in the morning to finish the final two doors. When I called the office around 11am as my father in law had been waiting at the house I was told they had another install to finish prior. Had not been told that previously otherwise wouldn't have had my father in law show up at the house so early. The ended up not showing up till almost 4pm and were at our house till almost 10pm that night. the install was finished just before Christmas. The front door is ABSOLUTELY NOT the door we were shown in the catalog by the salesman, etc. However we were told basically our problem since we signed the contract. Like we're supposed to know he coded it wrong on the sales slip. So now we have a $4,000 +/- door that their salesman wrote in wrong and are told we're stuck with it. Considering we ordered over $30k worth of windows & doors, I'd say that's poor business practice/ethics. There were also multiple issues needing corrected. Most have been completed after filing a complaint with the finance company because for weeks on end NO ONE at FL Window & Door returned calls. Now we are still missing a few screens for windows and for the past month again NO ONE at FL Window & Door is yet again returning calls. I've called and left multiple voice messages, etc. with ZERO response. I've also again as of today contacted the Finance company to try to get them to intervene since I'm sure FL Window probably received their money from them many months ago now.

  Business response

  03/04/2022

  As the customer has been advised the product is in fact the door that was agreed to and signed for at the time the contract was executed. Our Customer Service Team will reach out again to the customer to address any other issues that are of areas of concern.

  Florida Window and Door Customer Service

• Initial Complaint

  02/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the business has not completed their already paid job. they have received funds for the project of installing 20 impact windows and 4 doors. from the project manager to customer service no one has resolved our problem. the windows have not been sealed from the inside of the home for over 3 months now. ***** **** , **** our project manager and everyone in the office avoids our calls and haven not communicated to us when our project will be completed and our windows sealed inside and out. The company has let us down . all we want is for our windows completely sealed and the project finished.

  Business response

  02/27/2022

  We will have our Customer Service Department reach out to customer to address her concerns. 

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 25, 2021, I entered into a contract with Florida Window & Door to install impact windows and an impact rated front door on my home. At the time of the contract I gave a deposit of $500. My salesperson left the company shortly thereafter and I was assigned ***** **** as a contact person. On March 29 & 30, 2021, my HOA approval was completed, then nothing. After numerous calls and emails attempting to get updates on this project I sent a request to cancel the contract on July 27, 2021. ***** **** contacted me and apologized for the delays citing product shortage from Covid and guaranteed me a 4-5 week delivery time if I agreed to honor the contract, which I did. The same date I received an email from ***** HOA who verified the order and said it was being sent to the production department. She also stated a 4-5 week delivery time. This 4-5 week delivery time came and went with everyone passing the buck and blaming every other department than their own for why this project wasn’t done. On November 8, 2021, I contacted ***** **** via email to inquire if my project was ever started. He replied that same day stating he would check and get back to me. I never heard from him again. On December 13, 2021, I sent him an additional email looking for any news or information regarding this project. As I stated above I never heard back from him. Each time I call for an update I’m provided somebody else to talk to with absolutely no results from any of them, but a lot of blame on Covid. The last week of January I was told the installation would occur the week of February 18, 2022, and that I would be called about 2 weeks prior to schedule it. Still no calls from this company, and I’ve now verified they never even pulled a permit for this project. On February 9, 2022, more than a year after the contract was initiated I sent an email to ***** ****** and everyone I’ve had contact with requesting to cancel this contract and get a refund of my $500. Still no response.

  Business response

  02/17/2022

  The contract states 18-24 week delivery from the date the permit has been approved by the City. The products are scheduled for delivery within the next 10 days and once we receive the product and the permit approval we will contact the customer to schedule installation. We understand the customer is frustrated. However we are within the timeline outlined in paragraph #4 of the contract.

  Florida Window and Door Customer Service

  Customer response

  02/17/2022

  Complaint: ********
  
  I am rejecting this response because:

  This company never returned to my home to re-measure the window that required a grid. Therefore, that window could not have been fabricated. To presume it will now be done in 10 days is a fallacy.
  

  According to *** County this company has never requested a permit to be issued for this project.

  This project was contracted more than a year ago. At the one year mark the finance company used by Florida Window & Door pulled the financing due to no activity.
  

  My contract in hand does not have a paragraph 4.

  For months nobody from this company could take the time to look up this order, call me back, or even provide a valid excuse as to the delays. The complaints on BBB’s site regarding this company had their contracts executed well after mine and their installation done. 

  I believe their answer to the BBB about the product arriving in 10 days is not accurate as I’ve been told that story at least 4 times before by this company. 
  
  Sincerely,
  
  ***** *********

  Business response

  02/18/2022

  Certainly happy to provide a copy of the customer contract so that she may verify the terms and paragraph that she is referencing. 

  Customer response

  02/22/2022

  
  Complaint: ********
  
  I am rejecting this response because: Please send me a copy of the contract. Also, today I received a notification that my permit was issued.  How was this accomplished without having ever remeasured the front window which required the grids. According to all correspondence I received this window needed to be remeasured prior to placing the order to make sure the order was for the correct window with the correct grid spacing. And note that I haven’t spoken to a soul about my project at this company since early November. Other than the receptionists answering the phone providing generic responses. In my opinion this company did not hold up its end of the contract, their customer service is abhorrent, and I’d hate to think what would happen if I ever needed to have the warranty honored. I initially chose this company for their reviews and number of years they’ve been in business, but I realize now this must have been under different ownership for the past 40 years and not handed down through a family as I had been led to believe. I am requesting a refund and to end this contract with this company. 
  
  Sincerely,
  
  ***** *********

  Business response

  02/28/2022

  Consumer's contract is attached per request.

  Customer response

  03/01/2022

  
  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 at this time and pending the completion of my project. 
  
  Sincerely,
  
  ***** *********

*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. ↩