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:11/01/2024

  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.

  We have had water leaks from every single one of the 4 stormtight windows that are installed in our home. Around 2 years ago they replaced one of the windows and all of the other 3 windows have been re-caulked. We have had a water testing company come out every single time which was $500 every time. Currently one of the windows is leaking. We called stormtight and sent some one out who said they do not believe it was the window and needed to get a water tester to come out again. They water tested and found the window frame is leaking. We called back stormtight and they say we will receive a call within 24hr to schedule an appointment. No one ever calls back. We have called 4 times in the past 4 weeks and have gotten the same response with no appointments being scheduled. We have had water damage from all 4 of the windows that we have paid out of pocket. The last repair was $1500 in damages. I have not fixed the new area since it is currently still leaking and have not been contacted. The products are horrible. Very poor quality and seems very reasonable to me to have windows that do not leak all of the time. Now they are not returning calls and we are unsure if we should seek legal action against stormtight. I just want them to replace or repair the 3 remaining windows that have not been replaced so I don't have to keep working out money for water damage caused by there product. Or at the very least fix the one that is still currently actively leaking. I attached the latest water leak report from October 1st. We have called every week since the report and never received a call back.

  

  Business Response

  Date: 11/06/2024

  Service is scheduled for 11/11/2024 with arrival by 10am.

  Customer Answer

  Date: 11/19/2024

   
  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:10/29/2024

  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.

  We purchased storm tight windows and French doors back in July 2022. We got them installed around November 2022. Everything was going good until our French doors begin to jam this year 2024. On October 11th our French doors were inaccessible locking out my dogs and my three-year-old toddler from gaining access to them. We thankfully have access to our easement and were able to get them back inside safely but we could not open our doors. We called a locksmith to come out as we did not feel safe to not have another point of exit in our home and they came out and found the three point locking mechanism from the doors jammed. We also noticed the dummy door's locking mechanism is not working properly. He charges us to remove the locking mechanism so that we can at least have access to our back yard again. After that day I contacted Storm Tight to inform them to see if they can come out as I believe we are under warranty and I never heard back from anyone. I was told on 10/21 I would receive a call back from someone. Today it is 10/29/2024 and no one has reached out for repairs. I have called many times and emailed Leaf as well and they keep telling me someone will call me back from warranty. *** uses a third party to gather information for warranty but they just answer calls and set up ticket numbers. Storm Tight is the one who calls you back. This process is frustrating when all I want as a buyer is to get my doors fixed.From the moment we've had these doors I noticed they were very hard to activate the three point locking mechanism compared to my brother's home who has Storm Tight windows installed as well recommended by me and my husband. To activate his locking mechanism his is much smoother and never jams. However our locking mechanism since day one of installation was very hard to pull up the handle as well as disengage the three point locking mechanism. It was bound to fail as they sold me faulty doors.

  

  Business Response

  Date: 11/06/2024

  Service was scheduled for 10/31/2024, but the consumer needed to cancel due to personal reasons. Our local Management team is attempting to call the customer to reschedule as of today 11/6/2024. We ask that the consumer contact us at their earliest convenience to schedule a service appointment so that we can work towards an amicable resolution.  

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22486912
  
  I am rejecting this response because:
  I did ask the technician to reschedule because I had to go to the hospital.  I am back at home and I have added a copy of my call log for missed calls. At no point did I get a call from someone at Storm Tight on 11/6. I also checked my husbands call logs and no one ever called me.  They could have left me a voice message but they did not. This is false information.  I have called previously and no one responds or calls me back. This is my frustration with STW.  They are terrible at reaching people.  Give me a direct number of someone I can speak to because Im tired of leaving voice messages.  
  

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

  Customer Answer

  Date: 11/09/2024

  I finally received a call from *****.  He saw my videos and pictures and is ordering the parts and claims it will take a month for parts to come in.  After speaking to them I feel better that I finally received a call back. I expressed to ***** I didnt care how long it took to get the parts in, I just wanted communication from someone who would guarantee I would get my doors fixed and help me fix my problem.  Response time is crucial when dealing with customers and a lack of communication led me to reaching out to the BBB.  I will wait until Mid December even January for repairs.  

  

  Business Response

  Date: 11/11/2024

  On 11/8/2024 our Installation Manager contacted the consumer to let them know that new lock replacements have been ordered. The delivery time can take up to 6 weeks. Our Customer Relations Manager did follow up with the consumer and confirmed this information and also provided a direct contact number. We will contact the customer as soon as the new lock replacements arrive in approximately 6 weeks. 

  Customer Answer

  Date: 11/18/2024

   
  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.
  
  I expressed to the installation manager i didnt care how long it took to fix my problem but that i just wanted to bear from someone as several weeks went by and I never heard back from anyone at Storm Tight.   I was afraid I would not have the issue resolve for next hurricane season.  I appreciate the follow *** and want to thank the BBB since they helped me get a hold of someone.  
  

   

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

• Initial Complaint

  Date:10/09/2024

  Type:Order 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 May 15, 2024, I entered into a contract with Storm Tight Windows to install Hurricane Impact Windows on all of the windows of my home, and paid a deposit of $14,000. The salesman advised that it would probably take until July before the windows were installed. I have repeatedly left voice mail messages and e-mail messages with the company to call me to let me know when they were going to install my windows, but heard nothing from them until I filed a complaint with the BBB, in July of this year. Finally, on August 9, 2024, I received a call from a person who identified themself as an installation manager for Storm Tight Windows, who told me that one of my windows had to have a special window made, due to its size, that they had to special order, and it would take approximatley 1 more month to have it delivered to them. Since that time, I have not heard anything from Storm Tight Windows, despite attempting to contact the phone number that the installation manager gave me to contact him with. Beccasue I have not heard anything from this company about when they anticipate installing my impact windows, and it has been almost 5 months since I paid my depost, and 2 months since the installation manager actually called me, I am very concerned that this company is not going to complete the job of installing the impact windows that I paid a $14,000 deposit on. They do not return phone calls or e-mails in response to my attempts to contact them.

  

  Business Response

  Date: 10/17/2024

  We are going to install 17 windows and the last shape window will be installed as a service when it is in stock.  Right now, the *** is 11/1 or 11/8.  The manufacture of the oversized shape is located on the west coast of ** and has had production delays because of the hurricane last week.  They had to shut down due to safety concerns.  The dates for mentioned are estimated, but we have been advised they are accurate.

• Initial Complaint

  Date:09/12/2024

  Type:Customer Service 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.

  For the past month, I've been reporting a broken door handle with this company. I've called multiple times to get the issue resolved and I am transferred to a claims department that never picks up and does not have an option leave a voicemail resulting in the call dropping. There's no posted email to contact and I'm told they will call back and they don't.

  

  Business Response

  Date: 09/18/2024

  Service was completed to customer's satisfaction on 9/18/2024. 

• Initial Complaint

  Date:08/05/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract signed 12/31/2019 Full payment made March 2020 ($22,230)To this date, job not completed because of multiple failed and/or expired inspections.Resolution is to "Finish the Job" and close any and all permits that are open and/or failed (not complete). Company cannot be reached via phone and no response is given via email or other.

  

  Business Response

  Date: 08/19/2024

  Storm Tight Windows is waiting for the review of the permit to be completed by the city and once the permit is accepted, we will schedule a final inspection. 

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22095865
  
  I am rejecting this response because: Original permit was opened in March 2020. Final inspection was conducted in May 2023 which failed due to egress on 2 windows. I just need this job closed and permit finalized so I can move on with my life. There have been several issues during the 4 year process but I just want to be done with this company. I've made many, many many attempts to resolve to no avail. Just finish the job you started 4 years ago!!!
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/29/2024

  Storm Tight Windows is working diligently with the consumer to correct issues with the permit, as it requires revision. Our Customer Relations Manager and Installation Manager are working together with the consumer to keep them updated on where we are in the process of getting two single hung windows ordered in order to replace the current  windows that do not meet egress requirements for the permit. Storm Tight Windows is in the process of starting the revisions on the permit for the consumer and the Customer Relations Manager will follow up again on 8/30/2024. The Installation Manager will also provide a follow up when the two single hung windows are ordered. We do appreciate the consumer's patience and willingness to allow us to work on a resolution for them. 

• Initial Complaint

  Date:08/02/2024

  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.

  I purchased impact windows from Storm Tight Windows, Inc. on May 15, 2024. They have never contacted me about installation. I have left several voice mail messages with their installation department, and I have sent e-mails to their company, asking them to call me to let me know when they are going to install my impact windows. They have never replied back to me.

  

  Business Response

  Date: 08/16/2024

  On 8/9/2024 our Installation Manager contacted the consume over the phone and discussed the custom shape that the consumer was looking for to ensure that it is all one piece. The Installation Manager addressed the consumer's questions to their satisfaction. This resolves all matters. 

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22085050
  
  I am rejecting this response because: It took Storm Tight Windows approximately 3 months to respond back to me despite dozens of calls and e-mail messages that I sent to the company, and I still do not have any idea of when my installation will begin.  I have recently attempted to contact them again to find out, and i have still not heard back from them.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/30/2024

  On 8/9/24, customer was provided a ******************** of 4 - 6 weeks for product.  Once the product is received, we will schedule the service 

• Initial Complaint

  Date:06/09/2024

  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.

  I paid $28,000 for Storm Tight windows in 2019. They guaranteed me a lifetime warranty. When we were considering making an investment in hurricane-resistant windows, this guarantee was one of the main draws. Storm Tight highlighted the strength and endurance of their hurricane windows in their marketing, assuring customers that their products would last a lifetime. The thought of making a one-time investment that would shield us for years to come **** us in. But after a while, Storm Tight abruptly declared that all current customers who bought ********************** before 2020 would no longer be covered by the lifetime warranty. They claimed that all warranties are now void due to new management. We were taken aback by this, as we had been counting on the assurance of perpetual protection for our windows, and we felt deceived and angry. Our purchase of Storm Tight Windows was motivated by the lifetime warranty, and we now feel that the firm has duped and misled us with this abrupt policy change. Regarding consumer rights and deceptive advertising, Storm Tights' voiding of the lifetime warranty has sparked legal concerns. I believe I should now seek legal advice to investigate my options for holding the firm responsible for breaking its lifetime guarantee claim. When I contacted Storm Tight for repair services recently, I was given the assurance that I would hear from them by the close of business on Friday, June 7. But even after they gave me that promise, I never heard from them. This disregard for following up and not returning calls in a timely manner speaks poorly about the company's customer service. The ************************* which enforces consumer protection laws, states that unfair or deceptive acts or practices in or affecting commerce are unlawful. (FTC Act, 15 U.S. Code 45) A change in management does not automatically void a lifetime guarantee, but if the new management decides to do so without valid reasons, it could be seen as an unfair business practice.

  

  Business Response

  Date: 06/19/2024

  Customer signed contract and obtained warranties on 7/4/2019 with Storm Tight.  Leaf Home Enhancements purchased Storm Tight on 12/31/2020.  Warranties were not purchased.  We are willing and able to service for service fees and have given the quotes for these services to the customer for customer satisfaction. 

• Initial Complaint

  Date:05/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a firm believer in doing what you promise to do. Storm tight is not doing that. Most of what was done regarding installation is just fine. However one screen was dented during installation and the rear door was very obviously damaged before the installation. Regardless of their promise to correct these issues since 10/23 nothing has yet to be done. My phone calls would result in the manager placing the blame upon the manufacturer and resolving nothing. Now my emails go unanswered, phone messages never responded to. I am frustrated and think my patience has come to an end. Please help me to compel them to honor their contract and promise of exemplary workmanship.

  

  Business Response

  Date: 05/14/2024

  Our installation manager contacted customer and updated them on 5/14/24 that the replacement parts are scheduled to arrive in 4-6 weeks.  Once the parts arrive, we will schedule the service. 

  Customer Answer

  Date: 05/14/2024

  I cannot acknowledge being satisfied with the outcome until there actually is one.  If you were to contact me after the completion of promised repairs which I have been told will happen in 6 weeks I would gladly give you an honest review.

• Initial Complaint

  Date:03/10/2024

  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.

  Reason for Complaint Failure to stand behind their lifetime warranty Deceptive advertising Incorrect doors and windows installed for location Incorrect installation of doors and windows. They leak, even after repeated repairsInferior Products Corroded screens and door handles (took screens in November 2023, still havent brought them back. They said it might take until mid-April.Coating peeling away from trim around windows.Poor **************** I have attached a complaint document with all the problems identified and a 33 page timeline document outlining all of the contacts with have had with various representatives of StormTight/LeafHome. Additional receipts and pictures are available.

  

  Business Response

  Date: 03/21/2024

  Service is scheduled for 3/27/24. 

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21411830
  
  I am rejecting this response because:

  We did receive a phone call from *********************** tentatively scheduling an appointment for March 27, 2024, however he needed to confirm that with the scheduling department. We have no confirmation.  The only issue being addressed was the possible return of screens, and testing to see if the replacement handles would fit our doors. None of the other issues were addressed. This appears to be the same delay tactic used regularly by StormTight. I refer to our timeline document showing all the promises made and none kept.

  Outstanding Issues
  Sliding door tracks still leak into the condo during rainstorms
  Sliding door tracks have rusted
  Outside door handles are corroded
  Sliding screen door rollers were corroded, screen doors removed from premises on 11/8/2023
  M/B door track trim is cracked
  Outside glass trim is pulling away from the frame in multiple locations
  Den glass, replaced recently, has smudges on the inside of the dual panes of glass that cant be cleaned; turtle tint was never replaced, required by county ordinance
  Some door locks are hard to operate, need adjustment
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/28/2024

  Customer concerns have been addressed other than the handles and the tint for the glass on the stationary panel of the Sliding Patio Door. We are working with the customer to schedule completion of these last two service concerns, however there is no set timelines as of today.
  Once we have the needed number of handles, they need to be powder coated (this prevents corrosion from the salt water with the customer living close to the ocean). To address the concerns regarding the turtle tint, they are working on finding a vendor that is able to apply this tint to the stationary panel of the *** that is missing the tint. 

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21411830
  
  I am rejecting this response because:  This response doesn't address any of the ongoing issues we've had for over 6 years.  The doors still leak and not just during a hurricane, any rainstorm will do.

  Sliding door tracks still leak into the condo during rainstorms
  

  Sliding door tracks have rusted
  Outside door handles are corroded
  M/B door track trim is cracked
  Outside glass trim is pulling away from the frame in multiple locations
  Den glass turtle tint was never replaced, required by county ordinance
  Some door locks are hard to operate, need adjustment
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/05/2024

  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.

  Contracted for Miami Dade impact windows 09/09/23. Commenced install 11/27/23. Last day of install 11/30/23 - last window cracked. Initially told by installers would be a couple of weeks to get replacement. Called first week in January (taking into consideration holidays) told nope end of January first week of Feb. Called told nope end of February. We are listing our home and cannot do so with a cracked window and no completed and approved inspection. Then the installers have to come back after inspection to install nail covers on all windows and remove labels. The installers had us go out and buy wood for the exterior saying it all had to be replaced when in fact only 1 window exterior frame needed replacing. We purchased the wood from a lumber yard and it cost us a 30% restocking fee. Installers also broke a spot light. We have not complained about any of this we just want the job finished!!

  

  Business Response

  Date: 02/13/2024

  Due to issues within the manufacturer and supply chain, there was a delay is the production of the material. The customer was provided with the new ETA and will be kept up to date on the arrival of the material. Once the material has arrived, we will work with the customer to complete the installation.

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21248371
  
  I am rejecting this response because:
  This answer is what we have received since Jan. 2 & that was 6 weeks after supposedly ordered. We are getting same answer after 12 wks. This matter will not be satisfied or closed until project is complete & passes inspection. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/21/2024

  Materials have arrived and a service is scheduled for 3/4/24 with arrival between 9 am and 10 am.