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:09/17/2024

  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.

  *** was hired to replace 12 windows, 2sluders, pass thru window, front *********** garage door. Repairs began Nov16, they hit a waterline, when installing the pass thru, last s**** they put in hit waterline causing water damage to my home. I asked for insurance information & was advised by several employees this would be taken care of. I could not see behind sink or dishwasher what the extent of the damage was , the owner of the company as well as the ******************* came out & said they would correct damage. I advised I was concerned about what I couldnt see. I made several calls to the office re: correction of poorly installed windows & again asking about water damage. In May i saw behind the dishwasher ( which was replaced due to control panel not working, I have pictures of dishwasher showing no water issues) & the water damage was severe. ( picture) I asked again, spoke with *** the installation manager who informed me that it was their fault and they would correct damages. Now the owner of the company has said that he wil not provide insurance information as he hasnt put a claim in on 13 years & wasnt going to start now. I have paid 35k of a 40k job & have no problem paying off the balance when the work is completed, however I still have the pass thru frame that is warped & still damaged & have been advised that they were ordering the frame , but have gotten no response from *** regarding this. I have extensive damage to my house fron their poor installation. I would like my kitchen back in the condition it was prior to using FWG. The owner is slandering me saying I want a new kitchen and should use my own insurance for the damage they did. They say the waterline was where it shouldnt be, however that is irrelevant they should have done their due diligence As they are the ************** relied on their expertise. All Im asking for is the insurance information so that repairs can be done properly. It shouldnt cost me 10k + to have used them

  

  Business Response

  Date: 10/17/2024

  Dear Better Business Bureau and Ms. ***************** appreciate the opportunity to address the concerns raised by Ms. ****** regarding the window and door installation project performed by Florida Window Geeks (FWG) at her home. Our primary objective is to clarify the facts and provide a detailed response based on our records and site visits.
  
  1. **Project Scope and Waterline Incident**:  
     Florida Window Geeks was contracted to replace 12 windows, 2 sliders, a pass-through window, the front door, and a side garage door, which began in November 2023. During the installation of the pass-through window, a water line was unintentionally punctured by a s**** At no point prior to installation were we informed about the water line's proximity to the surface. This was an unforeseen issue that could not have been identified during the installation process. According to the **Florida Building Code** (2017) regulations, our installation complied with all requirements

  2. **Water Damage Resolution and Actions Taken**:  
     After the waterline incident, Ms. ****** hired her own contractor to repair the pipe. As part of our commitment to customer service, I personally called and offered to assist by providing fans and/or purchasing a dehumidifier from ****** to help dry out the area. However, Ms. ****** declined this offer, informing us that they already had fans available. The plumber made a hole in the exterior stucco during the repair, and FWG promptly repaired this by patching and reapplying stucco to the affected area. Our inspections showed no additional structural or cosmetic damage in the kitchen after these repairs were completed.
  
  3. **Pass-Through Window Replacement**:  
     Despite the initial pass-through window being functional, we replaced it on May 13, 2024, at no cost to the client. This installation was conducted to ensure her satisfaction, even though our team confirmed in September 2024 that the window met all operational and cosmetic standards. The total cost of the replacement was over $2,000, which FWG absorbed.
  
  4. **Insurance and Claim Information**:  
     Contrary to Ms. ******* assertion, Florida Window Geeks never refused to provide insurance information. In fact, Ms. ****** was informed that she could contact our insurance agent directly, which she did, and a claim was made. Furthermore, her statement that the business has not filed a claim in 13 years is false, as Florida Window Geeks has only been in operation for 6 years (since 2018). Our insurance agent has been handling her claim, and any inquiries regarding insurance coverage have been appropriately directed to him. We trust that the insurance process will clarify the situation and resolve any misunderstandings.
  
  5. **Project Completion and Remaining Balance**:  
     To date, FWG has completed nearly all aspects of the job to industry standards, except for a minor task: painting the front door. We are eager to finalize this project and close out the remaining balance of $5,000. However, Ms. ****** has consistently raised additional, unfounded concerns, which have delayed this process. Our documented efforts to satisfy her requests have been substantial, and we hope to complete the project in a timely and professional manner.
  
  6. **Defamatory Statements on Social Media**:  
     We also wish to address the defamatory statements Ms. ****** has made against *** on various social media platforms. These comments are not only damaging but also untrue. All instances of these defamatory remarks have been documented and may result in legal action if they continue.
  
  In conclusion, FWG has acted professionally and responsibly throughout the duration of this project. We have gone above and beyond to address Ms. ******** concerns, even when they fell outside of our contractual obligations. We remain committed to completing the work, and we hope this response clears up any misunderstandings regarding our role and the events that have transpired.
  
  Sincerely,  
  ****** LeLoup  
  Owner, Florida Window Geeks
  
  

  
  

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22288711
  
  I am rejecting this response because:  

  The response from FWG is filled with inaccuracies , I will address the same way the responded  first I agree that they used Florida building code- building which indicates they installed hurricane windows , however, that doesnt apply to plumbing as no pipes were relocated by them 

  For FWG to imply that they were not informed of the proximity of the waterline speaks on their incompetence. The home was built in the late 1970s and we are not the first owners, so there is no way for us to have known were the waterline was located. We dependedon the supposed vast experience of FWG to be knowledgeable about proper installation of windows of  older homes  

  1   They hit the waterline while installing the window, the code in 1978 is not the same coda as now  per building code 2020  chapter 3 section ***** the only place pipes cannot be placed is in an elevator shaft   Otherwise there is no other regulations  for placement . And my home is grandfathered from the 2020 building code   Regarding plumbing  

  A plumber was hired at the directive of FWG to repair the waterline that was unintentionally hit during the installation of the pass thru window. I had spoken with my sales representative *****, the ** art.  Several receptionist, as this pipe was hit in am. They said they would send a plumber. By 2:20 pm they hadnt found a plumber and asked me to try to find one also.  ( I have submitted copies of the text exchange with the company)  a home inspector was hired to do an air quality test, and he sent *** the CEO the recommendation for remediation  as he believes that there is mold between Sheetrock and stucco but that would require surface testing . 
  

  I was also told in 7/21 that an employee would be out to correct the mold damage and he was a no show  

  As far as *** calling me immediately and offering fans or dehumidifier is completely inaccurate and untrue.   The pipe was hit November 14   And until approximately Nov20 i didnt hear anything from *** ( CEO)   I didnt even know who he was. ( text exchanges with my salesman) I had called /texted everyday for someone to come out as this water was sitting in my walls and seeping into concrete and cabinet bottoms .Even the window installer ****** commented on how wet things still were.  On 11/20 someone came and cut  a small section of Sheetrock in my kitchen, I was concerned about areas we couldnt see, but we left the house open from the ******* cut outside and their Sheetrock removal inside  I kept this open for 2 months at the request of the CEO *** lelupe. I had been concerned about bugs  and animals being able to gain access to my home  through this hole   *** &***** did fianally come and look at damage after 11/20. ( not immediately or timely) acknowledged it was their fault and saw how wet the cabinets were  They did no further inspection as it would have required moving cabinets from walls as well as the dishwasher. At no time during Joes visit, did he offer to get a dehumidifier or fans. I had a few fans In my home, which I had used to try and prevent my loss from getting worse. During that time  frame. I was worried about bugs coming up through it. And again the patching of the stucco and the replacement of the sheet rock did not occur until January 10 of this year

  *** says I am asking or putting additional problems in the way of completing this job, I am not. I have been trying to get the windows that were installed in  November correct which one of the three original windows has been done.  additional claims of problem with the windows came from when their employees came over to research and found more problems that was not me. I have windows that when they are locked. Do not close all the way I have windows that are not level and I have several windows in the rooms where the Reveals are off, Also still have a window that has 3 curtains on it as it still leaks hot air into the house  the room is 4-5 degrees warmer than an exact room along side with no curtains on it, this window was installed November 14 and did not open for months   And was installed improperly . As the gaps between the sashes and frame is very noticeable  so yes Id like my ********************* fixed, as Ive paid 39k out of a 45k job  in addition I would also like to say that items that I have ordered, I have not received. I have let that go as to not slow down the process and I wanted a kitchen for Thanksgiving, but in many instances I was charged for a higher grade product then I received  

   

  *** and his engineer had decided that the pass thru window would need to be replaced due to the water and the fact that when they took the window out, they scratched it all up compromising the integrity of the window. also FWG indicates the window that employees replaced in May they say in Septemberthat same window had no issue. Im not quite sure how they can go back in time. Yet just another innacuracy . I have email exchanges from the company CEO as well as text messages from several different employees telling a much  different story  

  To say they have done this job in a timely manner they began on November 14 and this day still not complete. They have been to my home in excess of 8 times to fix the 3 windows. Of which only one has been completed, when  they show up its either with wrong parts or no parts   
  

  During  the whole process I never implied/refused to pay for the work done, however to date the windows have yet to be completed nor inspected.

  
  
  The reviews I have posted have been an accurate depiction of my experience with FWG, and it is incredibly disheartening to be threatened with legal action for expressing my experience. 
  

   

  in conclusion, I am still at the point where I want my windows fixed properly and the repairs to my house completed due to the damage that they caused. I am hoping the Better Business Bureau can help as Joes response was full of inaccuracies, which I haveDocumented Proof of  

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

• Initial Complaint

  Date:08/22/2024

  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.

  We ordered windows from them in December 2021. It took 8 months to get them. They came to install and several windows had to be reordered. It took almost 6 months to get those windows. They sent an incompetent installer. He created damage to the inside and out of our house. He painted our white soffits and chipped concrete. My husband called and was told we would be given a discount of a sad $1500 off the total price. They have received $10,310 from us for 5 windows. They have continued to demand the balance, which is incorrect, and they have not finished the job. The last phone call we made to them, we were told by the general manager that they are hesitant to come back and finish the job they started because we haven't paid them the balance. We have paid them over 85% and they still have to finish the job. We never have anyone call us back, we have to keep calling them. My husband is a 100% disabled Vet and feels we have been taken advantage of. This has been going on with Florida Window Geeks for the last almost 19 months. They are threating to put a lien on our home for the balance, without even finishing the job. They have done zero repairs to the damage they did inside and out. Please help us with this. Thank you

  

  Business Response

  Date: 08/22/2024

  Dear Mr./**********,
  I hope this email finds you well. We appreciate your business and the opportunity to work on your project. As per our contract, payment is due before the final inspection, and we are pleased to inform you that the city inspection has been successfully completed. The only remaining step is the installation of the s**** caps, which we are ready to proceed with.
  However, we regret to inform you that we have encountered challenges in reaching you regarding payment arrangements. We have sent multiple payment plans and attempted to discuss an in-house financing option to cover the outstanding balance. Unfortunately, our efforts have been met with silence.
  

  To clarify:
  

  *The contract explicitly states that payment is due before the final service and inspection.
  *We have the necessary caps in stock and are prepared to complete the project promptly.
  *Our commitment to honoring contracts and warranties remains unwavering.

  
  Given the circumstances, we kindly request that you settle the outstanding balance promptly. Alternatively, we are open to discussing a reasonable payment arrangement. Our installation manager has observed delays in the process, including the recent mention of yellowing caulk, which we are prepared to address.
  

  Please understand that our employees cannot work without compensation, and our margins are tight. Legal action is a last resort, but we are prepared to pursue it if necessary. We have documented our attempts to communicate and resolve this matter, including emails and CRM notes.
  

  We urge you to reconsider and uphold the terms of our agreement. Once payment is received, we will promptly install the s**** caps and finalize the project. We value your satisfaction and hope to resolve this amicably.
  Thank you for your attention to this matter. Please feel free to reach out to discuss payment arrangements or any other concerns.
  

  Sincerely,
  *******************, Florida Window Geeks

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22177534
  
  I am rejecting this response because:

  Again these windows were ordered on 12/14/2022. We are going on almost 2 years and I do have photos, unfortunately  I have to compress the photos and have no time for that now, since I have to go to work and that's my priority. Someone depends on me to do MY JOB! They were out to our home more than 4 times. The damage was caused by the third ********* who couldn't even communicate, because he spoke no English. He created the damage on the outside of the house along with the inside. He even painted our soffits grey. I do have photos of the contract. I also have photos of the contract from Home Run financing as well, dated for 12/16/22. Where we were funded for the entire amount of the job. Come to find out from Windows Geeks that the funding had to be redone, because they did not complete the job in a timely manner, so there is that. Also Window Geeks claims to have called up many times which is completely not true. During the entire process we have had to call Window Geeks to find out what was going on constantly. The only time Window Geeks called was when they wanted final payment. We were also promised by employees who are no longer there that money would be taken off in the amount of $1500 for the inconvenience of how many times they had to come out here along with the damages done to our house. But here we are with them demanding their final payment. We also asked for a new contract with the adjusted price, which never happened. Another promise from one of the many who no longer work there. We will not settle to their demands from us. They can't eat the cost due to all the inconvenience they have and continue to put us through. There is NO reason this should be unfinished almost two years later.  My husband did speak to the owner, who has been nothing but condescending. All communication with Window Geeks will be made through the BBB from this point on. I don't appreciate being told we are not paying because we don't have the means. We do have the means, that was a pretty bold statement made. I do not believe that if I pay them the remainder of the balance, which is WRONG, that they will finish the work. My husband told the owner they were fired!

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

  

  Business Response

  Date: 08/28/2024

  I'm not sure how we are to respond.  Your husband said he can't pay more than $130 a month so we tried to do interest free in house financing and he kept blowing it off for months.  We now have the inspection passed and now it's more excuses.  We have everything documented.  I feel continuing the legal process is the only way to get a resolution.  I don't think *********** knows about all the times **** from our office has called and spoke with *********.  Regardless, when we spoke with ********* we let him know the snap covers and final service work is to be done after payment has been made as the contract he signed states that.  We allow clients to hold money back, usually $500 but given all the trouble we had, we don't want to continue going down the rabbit hole as ********* previously states he couldn't afford to pay it.  I understand now you guys say you can pay it but there's not $4500 worth of work to be done.  S**** caps on amazon can be purchased for $7.  We have no problem doing the final service, as we do it for every job but we must have some form of payment arrangement.

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22177534
  
  I am rejecting this response because: I don't know quite how to respond here either. I know for a fact that my husband would have never stated that we can't afford monthly payments. Not possible, because trust me we can. Again, the price was supposed to be adjusted as per more than several managers that are no longer with your company. When we redid the financing with Home Run,  (again this had to be done because of the amount of time it took your company to actually do the windows) my husband asked for a new contract reflecting the price minus the $1500.00 we were promised was going to be taken off for all of the inconveniences we have dealt with, since this process started. This job should have been completed over a year ago, again windows order December of 2022. Windows installed first time August of 2023, numerous reorders and more waiting. Here we are September of 2024. Not our fault that windows how to be reordered, because they were not right. Not our fault that when the reordered windows, finally arrived and were installed that the incompetent installer cut too much off the windows while installing, while destroying the outside and inside of my home. His response of "it can be filled in with foam", was not acceptable and new windows had to be ordered again. Seriously? How about they fit the way they should without having to have a gap filled in with foam? What about the money we have to spend on replacing the soffits that he painted grey? I have the pictures of the damage.  My husband was also asked to agree to passing the inspection so the financing part of it could be done, so you guys would get paid, and that everything would be finished. The first time the inspector was out he failed you. The second time, he asked if we wanted him to pass you! We could of told him no, but we didn't, because we were told the job would get finished.  I also, do not appreciate being told to go on Amazon and buy covers for $7.00, that were supposed to be included with the finish product of the windows. That would be like me putting a hairpiece on your head for $2000.00 and not putting clips or tape on it to hold it on and telling you to go by super glue on Amazon. See my point? So, it appears, we will continue to agree to disagree. I will not settle for anything less than what I previously stated, when filing this complaint.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:04/24/2024

  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.

  The company has NOT FINISH the job after more than a year waiting for them to deliver always telling me excuses and sending people to my house with no materials or not instructions to complete the job making me waste my time and take time off off work just to waist the time because it is always the same situation. There is not communication between installers and managers and they are sending people here not prepare to complete the job. I dont undestand how can they believe they can make people waste their time that way and con tinue do business in this city

  

  Business Response

  Date: 04/24/2024

  We deeply regret the inconvenience experienced by the customer regarding the trim associated with their door order. In response to their dissatisfaction with the unfinished trim provided by the manufacturer, we made diligent efforts to locate suitable finished trim. Our installer spent considerable time sourcing alternatives from various outlets, ultimately securing a solution that, while not an exact match, met the customer's approval temporarily, while we pursued a more precise solution.

  Subsequently, we proactively engaged with the door manufacturer to obtain the appropriate stain color that would harmonize with the door. Despite contractual obligations clearly delineated in bold print above the customer's signature, stipulating that ********************** is not responsible for painting or staining, we voluntarily committed to this additional service to ensure customer satisfaction.

  Efforts to address the staining issue were hindered on April 12th when our original door installer encountered an exceptionally challenging situation upon arriving at the customer's residence. Despite his best efforts to perform the service, the installer was met with hostile behavior, including verbal abuse and insults directed towards him and the company. Such conduct not only contravenes our values but also poses a significant challenge to our employees' well-being and ability to deliver exemplary service.

  The installer's documented account, excerpted from our ******************************** system, underscores the severity of the situation and the impact it had on our employee. We take allegations of mistreatment seriously and cannot condone behavior that compromises the dignity and professionalism of our workforce.

  
  Included in our response are photographs illustrating the door and trim in question, providing clarity on the matter. Furthermore, it is imperative to note that this project falls under a grant ******* where the customer is not financially liable, with the state covering the expenses. Regrettably, reimbursement from the state has yet to materialize, adding to the complexities of this situation.
  

  In light of the documented events and the customer's continued dissatisfaction, we propose concluding the permit process promptly and providing the stain as originally intended. However, given the untenable circumstances experienced by our employee during the previous service attempt, we are unable to dispatch additional personnel to the customer's residence.
  

  As a company, we value our employees' well-being and professional integrity. It is incumbent upon us to ensure a respectful and conducive work environment for all team members. Therefore, we respectfully decline to subject our employees to further mistreatment.
  We appreciate the opportunity to address this matter and seek a mutually agreeable resolution. Thank you for your understanding and cooperation.

• Initial Complaint

  Date:02/16/2024

  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.

  On June 22 2022 we ordered 1 four Panel and one 3 panel sliders for our home for a price Of $ 20, 731.The company after repeated calls said by Dec 2022 they Would be installed, irrespective of hurricane ***. Again after repeated Calls most never returned the sliders were installed May 7 2023Installation Took 16 hours and the job was done by people who did not know how to take out and install sliders. The job was horrible and incomplete other than the Back of our house was closed-in by Sliders after 16 hours. Over the next Three months Window Geeks came to Fix caulking , installation and missing Parts issues twice. Both times they Did not complete the work but they Discovered one panel to be defective And that they would replace same and Complete caulking around outside door Frames. Since that time in August 2023 They sent a person to do caulking and Provide missing door parts. He did Not complete the job but rather when Removing blue tape installed by them he removed a lot of the white paint on The outside door frame on one of the sliders. Again after numerous calls in Excess of 20, most never returned our Job and replacement slider have not been completed .This has been 6 months since they advised of ordering A new slider panel from the manufacturer and they have done Nothing but avoid our issues and Never returning a call. We need your assistance. It has been 18 months since Ordering and the job is still incimplete

  

  Business Response

  Date: 02/21/2024

  The components needed to finish the job were ordered in October 2023.  After several follow *** the company Assura's sales rep had gone rogue.  We escalated it to their CEO to get this order completed.  They stopped using the same brand of glass (Cardinal) and going through their previous supplier was giving them a hard time per their CEO.  I can't validate his response, but I did want to pass it along.  We let them know we don't care if they warranty it or not, we need the order ASAP!!  I have called ******* and let him know we are working on getting his parts in and once we do, we will immediately get it scheduled to get the job completed.

  Customer Answer

  Date: 02/21/2024

   
  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. Provided they complete the job in a timely manner. Over

  the past 18 months I have heard this

  type of response. I need some definitive 

   

  dates for completion. Until then I do not wish to close out the complaint

   

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

• Initial Complaint

  Date:02/14/2024

  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.

  In April 2023 I contracted with Florida Window Geeks for 10 windows and 7 slider door panels. All were installed in November of 2023 (the last week in November) and as of now, February my job is not completed. I have stucco, sheet rock and molding damage not to mention no screens for the slider or windows. I keep being told I will hear from the stucco guy. I didnt buy from a stucco guy I purchased from Florida window geeks. The guys who installed the products lived in Immocolee and stayed over in a B&B for this job. They allotted 5 days to complete the job. The workmanship is terrible. These guys volunteered that they never did a job with the angle of my doors. They took down my hurricane shutters and said they COULD NOT REPLACE them even after the sales person and the guy that did the final measurements said they could. The windows and doors are beautiful but the promises and workmanship are terrible. Buyer beware of the installers.

  

  Business Response

  Date: 03/07/2024

  The work mentioned has been completed and we are awaiting ******* to return our call to schedule the final inspection.  After final inspection we will send a service guy to tie up and loose ends and attach any trim/screw covers needed.  This must be done after inspection so as soon as ******* calls us back we are one step closer to the finish line.  Thank you ******* for your patience!

• Initial Complaint

  Date:01/17/2024

  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.

  On 1/31/22 we signed contract with (FWG) to install 5 impact windows. Thus far they have been paid $9,000. Due to a back order, the windows were installed during 8/23-8/26 Shortly after installation we had nothing but problems with water leaking from 2 windows causing damage to *****************. Upon investigation, it was found that screws at the bottom of the window frame were incorrectly caulked which allowed water to leak into the wall causing extensive trim and mold issues. Also found was that exterior window trim to deflect water away from window was not installed. FWG had someone out to recaulk the screws On 11/8/23 we had our plantation shutters removed to begin trim repair. After removing the trim, the screws were checked for leakage which still leaked due to the wrong caulk used the second time. FWG sent out another person to ******* and reinstall new screws. After completion the leak had finally been corrected Called FWG and was told to proceed with interior damage repair. I was told to send the invoices for to FWG for reimbursement. Invoice sent on 12/5/23 to FWG (General Manager). On 1/4/24 I called FWG on the status and was told to resend the invoices. As of today I have yet to receive any response back.Up to now we have been very patient with FWG and have given them every opportunity to correct their install and hope that they stand behind their lifetime warranty on workmanship. Their warranty states the following: Lifetime warranty on all workmanship.Unfortunately, our patience has run out with this nightmare experiencing a complete mess of our home during causing dust throughout and constant interruptions.We would like to receive reimbursement for our inconvenience of having a mess within our home during our repair and costs associated for repair of the improper installation of our windows. Also, we would like to have our window installation completed by having the outside window trim installed.

  

  Business Response

  Date: 01/25/2024

  We have been in contact with ************** via email. We have offered to fully reimburse him for his repair expenses. We have offered to reduce his remaining balance by 50% ($1,000.00) for his inconveniences. We have also committed to completing the project with experienced installers.

  Customer Answer

  Date: 01/28/2024

   
  Complaint: 21150655
  
  I am rejecting this response because:
  Sincerely,
  

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

  Since Florida Window Geeks had been bypassing the BBB during the initial filing of the complaint, I believe it is only fair that a full set of the emails which had been communicated during that period be documented.  Following are the emails that had taken place since the BBB filing on 1/16/24:

  -
  EMAIL from ****
  Jan 17, 2024, 12:43?PM (7 days ago)
  

  Don,
  
  I just received your BBB review. My apologies for not getting back to you. Unfortunately, I was out sick most of last week and have gotten behind. I have reviewed your email and we can reduce the cost of your job by the $2,995 it cost to have the repairs done. I can also get with our installation/service department to get your project completed.
  
  Again, my apologies for the delayed response.
  
  -
  EMAIL to ****
  
  Jan 18, 2024, 9:27?AM (6 days ago)
  ****,
  
  Unfortunately, we have been going through this nightmare for almost a year and a half and hopefully the window leak problems have been successfully corrected (yet to be determined).  This issue has caused us numerous days and hours of having our home and lives interrupted with inexperienced installers attending to the water leakage and interior wood damage. After Soft-lite came out to inspect the windows, they found, after 10 minutes of inspection, that the water leakage into the home was due to improper caulking/installation on the window frames.  It  then took two additional trips out from FWG that hopefully rectified the problem.  FWG had then given us the go ahead to have ************ damage repaired.  We spent numerous hours involving soliciting quotes to find the proper people to hire for the repair work.  We personally had to move multiple rooms of furniture away from the windows to allow for the repair.  We had our plantation shutters removed for weeks, now exposing us to the neighborhood both day and night.  We then had to cover up as much furniture as possible to avoid the dust from the drywall repair.  Upon completion of the repair, everything in the house had to be wiped down from all the plaster dust, floors cleaned, and furniture rearranged adding to our cost and multiple days of interruption.  We did not hire a professional cleaner as this would have added to our expense. Therefore, we request that our repair cost, $2995 be refunded directly to us and also request a clean slate with FWG with a $0 balance due.  We also want the outside window trim delivered and properly installed by an experienced installer for our three windows as we do not want to have another service call due to faulty installation.  Thanks for your attention in this matter.
  
  -
  EMAIL from ****
  
  Jan 19, 2024, 9:04?AM (5 days ago)
  Don,
  
  I understand your frustration, and again, my apologies. For the reasons you mentioned and input from a few other customers, we have made a number of internal changes to improve our process, including letting go of numerous staff members that were not operating to our standards.
  
  As I mentioned in my previous email, we are certainly more than willing to pay for the damages, as well as complete the job with an experienced installer. Looking at bringing your balance to $0, that would be an additional $2,000 off the job. Unfortunately, we cannot agree to that. We are a small business with small profit margins. While we have accepted the fact, we are not going to make a profit or for that matter, even break even on this job, an additional $2,000 off would be more than we can absorb. With that being said, we would like to meet halfway and offer an additional $1,000 off the job for inconvenience. I know that is not what you were looking for but, we hope you understand our position in this matter.
  
  -
  EMAIL to ****
  Fri, Jan 19, 12:46?PM (5 days ago)
  

  ****
  
  I fully understand that you are a small business depending heavily on satisfied customers.  Realizing that you had an incompetent staff and are attempting to improve the quality of your work is commendable.  However, it was FWG's decision to hire unqualified personnel.  Having created this problem for yourself therefore, should not result in creating problems and hardships for me.  
  
  Due to the obvious installation errors which had caused extensive damage, interruption to our household, and numerous hours attempting to have this problem corrected, I am still looking for full credit on the remaining portion of the account.  In addition, I want you to ensure that experienced installers will be available to install the outside trim to our 3 windows.
  
  -
  EMAIL from ****
  
  Mon, Jan 22, 3:56?PM (2 days ago)
  ***,
  
  Again, I understand your position. I do want to clarify; we do not hire unqualified personnel. Our installers, installation managers, etc. come with years of experience that is verified. Unfortunately, some build their skill levels higher than what is reality, and time on a job or jobs doesnt always equate to the highest level of quality workmanship. This was the case in some of those involved in your job, which are the employees we terminated. In addition, we fully stand behind our products and installation in the case of failure.
  
  While we certainly will have experienced installers complete your job, unfortunately, I cannot agree to the additional $2,000 credit you are seeking but, are still willing to offer the additional $1,000 off mentioned in my previous email.
  

  -
  EMAIL to ****
  Jan 22, 2024, 5:22?PM (2 days ago)
  ****
  
  I just realized that you have not been responding thru the BBB portal and have been contacting me directly.  Please submit your last response via the BBB portal as I want to keep all responses documented and public information.  
  
  Don
  
  Current Response back to Florida Window Geeks
  
  This ordeal has been going on for almost 1 1/2 years with approximately 60 hours of our time expended attempting to resolve this nightmare and undergoing the repair and rearrangement our home due to the window damage.  Surprisingly, Florida Window Geeks has never offered or made an attempt to complete our window installation by installing our outside window trim and yet wants to negotiate our final payment.  This is certainly no way to treat a customer.  Due to this inconsideration and hours of our time spent attempting to resolve this problem, we feel that the remaining balance on the account be forgiven along with the proper final installation of the window trim.

   

   

  

  Business Response

  Date: 02/13/2024

  The customer refused the reduction of balance ($1,000) and stated he only wanted to communicate through BBB. I posted what we are offering per his request. Unfortunately, I have not received a response since. We are still willing to do all that was outlined in my response. 

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21150655
  
  I am rejecting this response because:  As of 2/19/24, Florida Window Geeks (FWG) has made no attempt to complete our window installation which includes the installation of the outside trim     slot-in pieces of the jam head of our three slider windows.  Upon talking to Softlite ( the window manufacture), this hardware was shipped to FWG last September.  Currently, after a year and a half after installation had begun, we have yet to receive any word from FWG on completing this trim installation.  Does FWG plan on completing this job or is FWG walking off the job?

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

  

  Business Response

  Date: 02/20/2024

  As mentioned above, ************** only wanted to communicate through BBB. I had not received a response after my previous comments and was unsure how he wanted to proceed. I will have our scheduling coordinator reach out to him tomorrow to schedule a tech to go out and finish the job.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21150655
  
  I am rejecting this response because:

  On 2/21/24 I received a call from Florida Window Geeks (FWG) to schedule an appointment for them to come out on 2/27/24 to finish my window install.  When the service man came out that day, he didnt have the proper parts to do the job.   During the first half of 11/22, SoftLite had contacted FWG to check their warehouse for my finishing parts as they had been shipped to them. As previously stated, the window manufacturer, SoftLite had these parts reshipped to FWG on or about 9/28/23 after becoming aware that my installation had not been finished. I had provided FWG a picture of the material needed on 2/2/24.  Unfortunately they did not review the picture nor understand what was needed.  The serviceman left, the job was not completed, and no further information as to when this job will be completed.  I am at a complete loss as to how to get this job completed with FWG.  I want this job completed.
  

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

  

  Business Response

  Date: 03/07/2024

  ************** is correct, the wrong replacement pieces were brought to his home during the recent service call. We have located the correct pieces and will be reaching out to him today or tomorrow to schedule a service call with the the correct pieces. We apologize for the inconvenience and hope to have this resolved on our next visit.

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21150655
  
  I am rejecting this response because:

  Not surprisingly, FWG was out today on 3/15 to complete my window installation.   Unfortunately, the job could not be completed due to insufficient trim material to finish the job.  This has shown another lack of planning by FWG and again has disrupted my time and patience dealing with this fiasco.  It has been over 2 years when a contract was signed and money put down for our windows and still do not have a completed job.  What will it take to have this job completed?

  Sincerely,

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

  

  Business Response

  Date: 03/20/2024

  More parts were ordered to complete the trim work that's required. As soon as it arrives we will get this scheduled to be completed.  It's the s**** covers that hid the fasteners which are done after inspection has passed.  ************* has also breached the contract by not paying his $5,000 balance at time of installation as per his contract.  The trim required is to be done after payment has been made and we have never received it.  We are doing it to finalize his job due to the delays and issues.

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21150655
  
  I am rejecting this response because:      FINISH THE JOB!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/11/2024

  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.

  My wife and I purchased 5 windows and a slider from Florida Window geeks. Contract was signed on 6/28/21. Since that date we have not had anything but problems with them. They said it would be a few months for the product to come in for manufacturing backups which was fine because this wasn't an emergency and understand this happens. From the moment t they stepped on property there was problems. The slider was the first problem from installing it wrong, cutting so much of the frame ect. They ended up having to replace the entire frame. They installed stuff upside down there were huge gaps, the right **** wouldn't slide. We went over 6 months not being able to use our slider. They left concrete in the tracks and now still is effecting the left side door. The windows haven't been anything but problems also. Weather we can't latch them to them not staying up or just hard to open in general. There work is shady if I hadn't been here to watch them and make them correct things on the spot I don't know what would happen. From them not respo ding or reaching out for months after they say they would be back or them sending employees out to do work that wasn't ready to be done yet. Or coming out and not brining the stuff they need to fix the problem i.e. a whole Window. I have numerous pictures and videos emails of the shady things they are doing. We still have issues they haven't addressed yet. And it is freaking **** it should of been a three day job and I'm going on three years. There are alot of other issues I can't mention on this thread. I am at my **** end. They respond and try to pacify but nothing ever gets done.

  

  Business Response

  Date: 01/25/2024

  We are working with ****************** to resolve the issues mentioned above. Our Operations Manager went to ********************** residence on 1/23/24 and was able to fix a few of the issues. We are ordering parts for the other issues and will return to the job to install the parts as soon as they arrive with the anticipation of completing the project in full.

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21113727
  
  I am rejecting this response because: yes they did come out and tried to fix some issues but nothing was fixed. The project manager said he ordered parts. We'll see. This has been the fourth project manager on this job. This project is almost three years in the making. We had a sliding glass door installed and five windows. It shouldn't of taken more than a week to finish. This place has no follow through. The thought the project was completed year ago. Oh but wait let look through our finances and realize we have accounts that haven't been paid. Let's go six plus months with no contact. Or follow up to see how the project went. I am more than disappointed and dissatisfied with this company. 

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

  

  Business Response

  Date: 02/16/2024

  All parts pertaining to the issues of the installation discussed between ****************** and our Operations Manager during his visit have been ordered. We are now awaiting delivery. As mentioned previously, as soon as the parts are delivered, we will expedite to get return to the job to fix all issues.  

  Customer Answer

  Date: 02/17/2024

   
  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

  Date:12/06/2023

  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.

  Signed with this company over a year ago to have all of my windows and doors replaced. Just wanting them to finish the job. Need to have all of the stucco and drywall damage repaired so that the city can do their inspection and we can be over this nightmare.I have made many attempts to resolve this with several company employees but just keep getting continual lies.

  

  Business Response

  Date: 01/09/2024

  As of today, we have completed all of the stucco and ******* work mentioned in the complaint. The only thing remaining is scheduling the final inspection with the ****************** and final service. Unfortunately,due to the length the job has taken to get to this point, the permit has expired. We are in the process of filing for a permit extension, and once it is approved will schedule an inspection and complete the project.

  
  While I disagree with Mr. ********** claim of continual lies, I admit this job has its share of issues, which is not indicative of our companys work. On behalf of Florida Window Geeks, I offer our profound apologies to the Ostrowskys for the problems they faced during this project.Due to those problems, we have implemented additional procedures and processes to ensure the issues experienced by this customer will not happen in the future.

  
  Respectfully,
  *******************
  General Manager
  Florida Window Geeks

• Initial Complaint

  Date:11/13/2023

  Type:Delivery 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.

  On 4/13/23, I signed a contract for 5 impact, french doors with a commitment of installation within 3 months. To date, 11/10/23, I have yet to see the doors installed.They mishandled the order: the original order was declined by the manufacture because of sizing and they sat on that information for 2 months until I called to inquire about my installation date. When I inquired about the order in August, they didn't have the doors but did finally file for a building permit - 4 months after the signing of the contract. They assured me of a delivery by the last week of September, first week of October.On October 23rd, they contacted me stating that the doors had been received and set up an installation date on 11/14-16th.On 11/10, I receive a call that they had an (one) installer quit and that installation would be postponed until the 27th. Florida Window Geeks has 61 open permits in Lee County alone, one dated back to April 2022. Clearly they have out sold their ability to fulfill their contracts.Florida Window Geeks has deprived me of the use of my funds and over $500 in interest that would have been accrued during this time period.

  

  Business Response

  Date: 12/06/2023

  Dear *******,
  

  We sincerely appreciate you bringing your concerns to our attention, and we apologize for any inconvenience you may have experienced during the completion of your installation. Your satisfaction is of utmost importance to us, and we would like to address the issues you've raised.

  The installation of your project has since been successfully completed, and we acknowledge that the service work to install trim was scheduled on 12/6/23. We understand and share your frustration regarding the delays in the finalization of your project.

  We want to extend our sincere apologies for the backlog that occurred during the hurricane, which regrettably impacted the closure of jobs and resulted in a longer-than-normal completion timeline. As of late October, the national construction backlog was reported to be at **** weeks. Since then, we have implemented significant measures to expedite our processes, successfully bringing our backlog down to well below the national average. However, we recognize that your project's completion timeframe exceeded the initially anticipated schedule.

  Your contract stated a lead time until installation of approximately mid-October, and we acknowledge that the installation did not occur until mid-November. We want to assure you that we are continuously working to enhance our procedures to prevent such delays in the future.

  It's important to note that we do not subcontract work, and our reliance on the skilled labor pool in Southwest Florida, which is currently limited, has contributed to challenges in maintaining timely project schedules. Nevertheless, we are committed to refining our hiring and training processes to ensure a more efficient and reliable service for our valued customers.

  Once again, we apologize for any inconvenience caused and appreciate your understanding during this process. Please feel free to reach out if you have any further concerns or if there's anything more we can do to address your specific needs.
  

  Thank you for your patience and for choosing Florida Window Geeks. We value your trust and are dedicated to delivering the high-quality service you deserve.
  

  Sincerely,
  

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

  Florida Window Geeks

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20855706
  
  I am rejecting this response because: The company has scheduled the completion of the project for 12/11/2023 and then will schedule the inspection to close out the permit. I will keep you advised of the status of this project.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/21/2023

  We apologize for the delayed response as the job was installed and we are just awaiting the inspection process to be completed.  After that has passed we will schedule a final service to put on any needed s**** covers.

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 20855706
  
  I am rejecting this response because:
  11/15-16 the doors were installed, ***** was very courteous and professional. He adjusted an upper bolt support which has subsequently failed and was reported today.

  12/11 ***** completed the trim work. Very creative and accommodating with problem solving. Again, very courteous and professional. Have subsequently found security wire for hardware on front door is inaccessible, covered by trim work. Will report today.

  12/26 the inspection was completed and the permit closed.

  Awaiting final service appointment for s**** covers and repair.

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

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 20855706
  
  The current unresolved issues are:
  
  1) Most importantly, in spite of repeated requests and forwarding the form to them: Florida Window Geeks has not provided the My Safe Florida Home Cover Letter indicating the project's cost and completed status as required by participating program contractors. 
  
  2) One of the impact doors astragal bolt system securing the door to the frame was damaged upon installation and will not remain engaged. 
  
  Their employee arrived without a replacement part, removed the faulty part and I have yet to be notified of when the door will be repaired to properly **************) I reported that 1) a security system wire had been concealed upon trim work. 
  
  Their employee was unable to retrieve the wire and I will have to hire a third party to reinstall the door sensor.
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/09/2024

  To make it easier to respond to each line item, I copied *******'s response and placed ***** before my responses.

  1) Most importantly, in spite of repeated requests and forwarding the form to them: Florida Window Geeks has not provided the My Safe Florida Home Cover Letter indicating the project's cost and completed status as required by participating program contractors. 

  *****I do not see any messages or emails of the cover letter.  It needs to be provided by ******* and signed by someone from Florida Window Geeks.  The installers that were out could have and the service tech that came out after could have as well.  To make things easier, I found the cover letter online, signed it, and have attached it to this email.

  
  2) One of the impact doors astragal bolt system securing the door to the frame was damaged upon installation and will not remain engaged. 
  
  Their employee arrived without a replacement part, removed the faulty part and I have yet to be notified of when the door will be repaired to properly lock.

  *****The service tech removed the spring mechanism to make sure we get the right part and he also wanted to check to see if we had it in stock.   The part is on order and it will be scheduled when it arrives.
  
  3) I reported that a security system wire had been concealed upon trim work. 
  
  Their employee was unable to retrieve the wire and I will have to hire a third party to reinstall the door sensor.

  *****We do not work on alarm wires, as they were supposed to be removed prior to installation.  ******* signed a pre-installation checklist that I uploaded and under line 2 it states we are not responsible for removing and installing alarm wires.  Our installers are not trained or certified to work on alarm systems and should be done by the company that installed them.

  We sincerely appreciate your feedback and understand your concerns regarding the recent challenges you've faced. To ensure the most efficient resolution to any issues, we kindly suggest reaching out directly to our installation department via phone. Speaking with *******, *****, or ****** can provide real-time answers and assistance. If they are unavailable, ****, ******, or I (***) will be more than happy to address your concerns promptly. In the event none of us are available, please leave a message with ******, our receptionist, and rest assured we will return your call within 24 business hours.
  We genuinely value your business and want to assure you that we are committed to addressing any issues you may have.

  We acknowledge the delay in certain processes, and we appreciate your understanding as we navigate challenges stemming from external factors, such as third-party vendor delays due to the aftermath of the hurricane.

  We kindly request your consideration in removing the negative reviews from various platforms, as we are dedicated to resolving any concerns and ensuring your satisfaction. Your support means a great deal to our small family-owned business, and we are genuinely working hard to overcome these obstacles. Thank you for your understanding and cooperation.
  

  Wishing you a wonderful day ahead.

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 20855706
  
  I am rejecting this response because:

  Due to ongoing communication issues between myself, the company and interdepartmental communications, I feel that closing this complaint prior to completion of the repair would result in further delays, if not failure to complete all together. 

  To demonstrate the point I've included two e-mails indicating the cover letter was sent on three separate occasions.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/18/2023

  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.

  Do not use Florida Window Geeks, they are horrible and do shoddy work, I still have an open permit from two years ago, due to them either damaging or installing a damaged impact window, they also left the rest of the impact windows they installed incomplete, they collected thousands and expect final payment, before replacing the damaged impact window or completing the work, not only this alone but they left us waiting months pass the estimated time of installation for windows to be installed, With no updates, it took me threatening to cancel, and all of a sudden they had the windows the next day and was ready to install.

  

  Business Response

  Date: 09/13/2023

  ****************** contractual obligations have unfortunately been breached, and his recent engagement stems from his need to resolve an open permit obstructing the sale of his property. It's important to note that ************** earnestly requested a special payment plan with us as he wasn't approved for the full amount of his loan.  We tried to help him by setting him up on a payment plan with us where FWG would charge his debit card monthly. Subsequently, we discovered that he canceled the card associated with the account and ceased making any payment. Both ************** and his spouse updated their contact numbers, rendering our prior means of communication obsolete. This adjustment in contact information coincided with the initial payment failure.
  

  Rather than resorting to litigation, we decided to keep the permit open as a protective measure, given the substantial outstanding balance owed by **************, which amounts to thousands of dollars. Despite our willingness to fulfill our service commitments and finalize the permit, we have encountered significant difficulties in reaching **************, as he has consistently evaded our calls and correspondence. It's worth noting that, until recently, ************** had not initiated any contact with our organization for the past three years, except for his recent attempt to expedite the closure of the permit in connection with the home sale.
  

  In light of the circumstances, it is our intention to pursue legal action against Mr. *********************** for the deceptive conduct he has exhibited towards our company and the outstanding financial obligations that remain unmet. We remain committed to resolving this matter in a fair and equitable manner.

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20486770
  
  I am rejecting this response because: this company installed damaged or damaged the windows during install and left every window not completed, no further payment will be made until the work and repairs or replacements are performed in a professional and correct manner, 

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

  

  Business Response

  Date: 09/14/2023

  I have attached a duly signed service agreement pertaining to the completion of stucco and drywall repairs. Notably, this agreement was signed off as completed subsequent to the initial window installation. Additionally, I have enclosed a collection letter dated June 18, 2021, which documents the cessation of ****************** responsiveness to our attempts at communication. This letter underscores the fact that he stopped answering our phone calls.
  However, the present situation is marked by ****************** recent assertion that his window installation remains incomplete due to a minor dent in one frame. It is imperative to clarify that this matter has now evolved into an issue that not only consumes our time but also that of the Better Business Bureau.
  

  Mr. ***********************, it is important to recall that in 2021, we took the proactive step of reordering the frame in question for you. At that time, our colleague, ******, who is still an integral part of our team, made diligent efforts to reach out to you. Regrettably, we encountered substantial challenges in securing your response. We can only surmise that this lack of communication was due to outstanding financial obligations, compounded by the fact that the card you had provided for payment had become invalid. Furthermore, both contact numbers you had furnished to us subsequently became disconnected, and we did not receive any updated information from you, nor did you respond to the letter we dispatched in an attempt to reestablish contact.
  

  It is worth noting that I have recently obtained your telephone number from your BBB complaint. I promptly made an attempt to reach out to you, but you did not answer the call. I left a message requesting a callback, which regrettably remains unanswered.
  In conclusion, it is incumbent upon me to reiterate that our company diligently fulfilled its obligations as stipulated in the service agreement. In contrast, it appears that you chose to discontinue communication in an attempt to evade financial responsibilities. Given the circumstances, there is little more to add to this discourse.