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Business Profile

Window Installation

STS Impact Windows, Doors & Roofing

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Window Installation.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 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.

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  • Initial Complaint

    Date:06/09/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    In June 2023, I ordered hurricane impact windows and sliding doors for my home from STS Windows and Doors. The installation began in October 2023. The day of installation, the company installed two of my sliding doors to slide the wrong direction. After speaking with the installers, the one door was corrected with the sliding door being on the interior of the home and the stationary door on the exterior. However, my other door when turned around so that it will slide the way I ordered, it has the sliding door on the exterior and stationary door inside. After speaking with the project and general manager, I was informed the door was ordered to open opposite from the way it was supposed to open. Rather than apologizing and ordering me a new door to open as it always had, they are blaming me because I signed the paperwork. When signing, there was never a conversation about checking whether the doors slide a certain direction. As a homeowner, I did not know to check for that because I was not changing anything from the way it was originally. In November 2023, I was promised by the general manager that he would take care of this ensuring 100% customer satisfaction, and if they could not resolve the issue, he would order me a new door. Now, it is 8 months later and their solution did not work. The screen door on the exterior will not slide shut properly because the door is in the way, the stationary part of the sliding door is on the interior and it shouldnt be, they altered the door by removing a side panel and resealing it to change the handle, the handle is much lower than it should be, and my door doesnt stay sealed shut unless it is locked. Despite all of these issues, the manager says all he can do is leave the door as is or flip the door to open the opposite direction (which is not the way it was supposed to open when I ordered the door). Their representative ordered the wrong door, and theyre holding me accountable. It is not right.

    Customer Answer

    Date: 07/16/2024

    The company has contacted me directly and is resolving the issue. Thank you. 

STS Impact Windows, Doors & Roofing is NOT a BBB Accredited Business.

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