Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/25/2024

  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.

  My husband and I hired Southwest *********************************************** of Naples Florida to replace our existing doors and windows in our home with hurricane proof windows and doors and install them in 2024. After waiting 7 weeks we were told they were in and we scheduled installation a week later. The installers came out and started installing them and they were awful leaving an awful big gaps at the tops and sides along with the bottoms of the windows. We were flabbergasted especially since my husband has remodeled several homes in his younger days. We did not see any shims in the spaces or extra wood that was supposed to have been brought by the installers who had to go 10 miles away for a can of expanding foam and 1/2inch and ? inch backer foam to fill the gaps that were around the windows. Whine researching installation of PGT HURRICANE WINDOWS I found that you never use expansion foam to install windows! But they do all the time according to the owner and cover it with a piece of filler which hides it all from inspectors. Also not approved by PGT. PGT CALLEDmy husband on the 24th and said that SOUTHWEST WINDOWS &DOORS IS NOT AUTHORIZED REPRESENTATIVE OF THEIR COMPANY AND THEIR INSTALLERS ARE NOT TRAINED BY THEIR PEOPLE AND THAT THEY HAVE NOT GOT ANYONE IN HOUSE AT THIR OFFICE AS THEY STATE. MY name was slandered by the owner by statements he made saying that I and my husband did not have the money to pay for them to come out and other worse things about me along with things about my husband. Even in writing. I am a Dr. and retired from the military an my husband is retired also we dont owe a thing for anything we have and own multiple houses. We made the owner come out and all he wanted to do was threaten us with law suits if we posted on the BBB or blew the whistle on him or his employees. And to give us the defective windows or for us to let the employees that destroyed the windows and installed them incorrectly back to let them finish installing the job and us finish paying.

  Business Response

  Date: 05/03/2024

  Under normal circumstances and in the course of customer/contractor interactions, we routinely address any and all customer questions pertaining to their ********************** or ******************** including the installation, and the inspection process by the County. 

  This complaint involves an installation that never fully took place. Upon starting the process, our customer stopped us and felt that we were using the wrong materials and using the wrong procedures to install their windows. It's worth noting that this quickly escalated to include abusive language and aggressive behavior on the part of the customer. The lead installer on this project has been installing windows and doors in this market for nearly 7 years without incident or a single complaint.

  It's also worth noting what was NOT mentioned in their complaint. What's NOT mentioned is that our customer's actions escalated to a point where County Sheriff Deputies needed to be summoned. Upon their arrival, they indicated that this WAS NOT THE FIRST TIME they had been called to this address under similar circumstances. What's NOT mentioned was an announcement that our customer was in possession of a FIREARM. Our crew had no choice but to vacate the premises. At no time were they rude or unprofessional with the customer.

  What's NOT mentioned is that our GM - upon hearing of the situation - drove 3 hours from a previous appointment to meet with them personally. Although the *************** offered him an ****** he decided to meet with the customer alone. He was met with the same abusive language and threatening behavior. Subsequent (same day) written correspondences were sent to the customer in an attempt to resolve things - even an offer to compromise with significant financial considerations, which we were not obligated to do. To date, these correspondences and offers have remained
  unanswered.
  

  As a long-standing member and accredited company with the Bureau, we are in shock with the content of this complaint and with the lengths our customer went to in escalating this matter to ultimately put the safety and well-being of our crew and staff at risk. 

  SWFL Windows and Doors, LLC, is a fully APPROVED RESELLER of several national brands of windows and doors, including the ones contracted for here. This includes warranty servicing and merchandising. We are properly insured and licensed to do business throughout Florida. Our installation crews are fully trained on installation of impact rated windows and doors - including materials used, and techniques and procedures for proper installation. 

  Our fiduciary responsibility to our customers is to meet or exceed the state and local building codes and ultimately to pass inspection by those regulatory agencies. The inspection process is quite thorough- down to every screw, bolt and detail of the window and its installation. To date, we have passed 100% of our customer installations - having met or exceeded those building code requirements every time. 

  Our hope is that cooler heads will prevail and that we can move forward in a positive way. However, due to the volatile situation at these premises, there would be several common sense stipulations to ensure the safety and well-being of our crew. In the meantime, our door is always open to civilly discuss any and all options in making our customer happy. And we look forward to pursuing those possibilities.

• Initial Complaint

  Date:06/01/2023

  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.

  Original contract signed 10/29/21 with Southwest Florida windows and doors LLC for ******** to replace all of the windows in my home, with PGT **** series hurricane Impact windows. As of now 06/01/23 the original contract and job is still not completed to customer that's me satisfaction had several issues and multiple complaints and attempts to fix issues, Damaged and defects to several glass, After today 06/01/23 over a year now going on 2 years soon, PGT installers came out for the fifth time and the job is still not complete have to reorder some glass again because it was wrong again, at this point it is way beyond ridicules. All though *** at Southwest Florida Windows and doors has tried to get suppliers to fix problems it seems no one is capable of getting me the right glass and taking care of the problems. I have been more patient with all people involved held off on reviews and gave the benefit of doubt long enough I need someone else's help to step in. I am hoping you can help resolve the issues I am having with this company. Next step I guess is hiring an attorney for full refund or some type of way to hire another company to finish this job. I am a retired person on fixed income can't afford to be taken down by bad contractors. please can you help me. Get the issues resolved.

  Business Response

  Date: 06/27/2023

  As of the submission of our response,  we are finally pleased to report that all of the issues in this complaint have been fully resolved to our customer's satisfaction. We would like to thank our customer for his incredible patience, and for allowing us to see this through to completion. 
  
  The delays and issues our customer speaks of were a direct result of our contractual obligation with one of the largest window manufacturers in the State of Florida. This obligation requires us to let the manufacturer handle and resolve all glass issues directly with the customer. Subsequently,  our customer's glass issues were met with numerous and continuous mistakes upon reorder.  To complicate matters further, replacement orders were met with delivery delays prevalent in the industry at the time. While we did our best to facilitate these continuous reorders, months passed in meantime. This was very surprising as we had never had an issue like this arise in the many years we've been working with this particular manufacturer.
  
  To be clear, this complaint does not depict the type of company we are, and how we treat our valued customers. In an effort to apologize and try to make it right, we have agreed to provide additional windows for our customer's home at no cost to him. While this does not negate the tremendous amount of time it took to get it right, we wanted to say thank you for his extreme patience and understanding. It goes without saying that we are available to discuss - and take care of  - any and all additional concerns our customer may have.