Complaints
This profile includes complaints for Fhia, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 91 total complaints in the last 3 years.
- 34 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/20/2025
Type: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.
I was told by ************* manager if I paid of the balance of ******* + within the next 1 hrs. They would pay the fees & interest. I did and sent them a email showing them that I took care of my promise They lied and the finance company is sending me bills for ****** that they didn't pay. Will not do business with this company or recommend them.They are liars. Plus prices are outrageous.
Business Response
Date: 06/24/2025
When we checked the financing agreement did have interest. With that said there is a Florida Doc Stamp fee that is required by the State. We are unable to reverse that required fee with the finance company. As a courtesy we have requested a check for $108 to cover any additional fees. Customer will receive the check via mail in the next 14-21 business days. We called customer twice and both times her phone went to voicemail and the voicemail indicated we could not leave a message due to the voicemail being full. We apologize for any miscommunication. If customer does not receive the check, please have her reach our directly 954 790-6710. Thank you.Customer Answer
Date: 06/24/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23499368, and find that this resolution is satisfactory to me.
Sincerely,
Yolanda HardyInitial Complaint
Date:05/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My name is **** ****** who is the niece of ** ******, 85 years old. She has authorized me to take care of the window replacement bill discrepancy as she does not speak nor read English fluently. On 3/10/25, the sales representative ***** came to **'s house for quoting the replacement of 10 windows. At first, the quote is much higher than $11*. ** informed that she cannot afford it and she won't agree to proceed. When ***** asked how much she can afford, her answer was $7*. ***** gave her the verbal agreement of the 10 window replacement for $11,000 with $4000 being reimbursed directly to the FHIA company by the county and the final balance of $7000 will be financed with 0% interest and the 1st payment after 18 months from the date of completion. The window replacement is completed on 4/18/25. ***** informed her that all paperwork was done via internet automatically and she does not need to do anything.On 4/21/25, the manager ********* ******* came to her house and took her phone to submit the survey or something else that she is not sure about. A few days later, she received a bill from the *********************** of $26,915.15. I contacted the company on 5/27/25 and was told to contact ***** directly. I then spoke to ***** and he confirms that the contract was automatically sent digitally. However he does not remember how it was sent i.e. which email. ***** also informs me that another manager ****** will contact me. But so far, I have not heard from ****************** sent me the contract in pdf format on 5/27/25 with the quote of $26821. ** does not recall that she signed anything on 3/10/25. As the company failed to give ** the contract in paper for her to review and have the opportunity to cancel within 3 days from 3/10/25 with the wrong quote, the bill should reflect the total of $7k, financed 0% interest, with 1st payment due on 10/18/2026, per the agreement with her and *****.Business Response
Date: 06/03/2025
During the initial visit the quote was approved and signed for by the customer. In order to get financing the customer must provide her social and other income factors to the finance company. Only the customer has access to sign the agreed upon loan. A couple of days alter we dispatched our measure technician who covered with the customer what was being measured and ordered. In addition, he had the customer sign the permit application. That signature matches the contract which the customer signed. Upon installation Field Manager ********* covered with customer the install and loan. He said customer mentioned to him about a rebate she was going to sue pay some of the loan. He thought she was talking about My Safe Florida. Customers must do those on their own. He did tell the customer if it was something else the sales *** could be asked but there was no other rebate that we were aware of. With regards to the survey ********* explained to the customer she would receive a text first and then an email to take the survey/ The customer asked ********* to check her phone because she was not sure if she had access to emails on her phone he looked and told her he did not see an email but again a text will come first in ***** hours. The customer received the survey days after ********* was in the home, and she did not even take the survey till 5/1/25 and she took it on her cell phone. Our logs confirm ********* was not in that customers home during the survey she took which she gave us a perfect score and positive comments. No mention of price issues. At this time, we are unable to lower the contract from $26K to $7K/ All product has been installed, inspection has passed, and customer signed off on all documents. Ops Manager **** ******** left a message for the customer.Customer Answer
Date: 06/03/2025
Complaint: 23398850
I am rejecting this response because: the copy of the contract nor the cancellation form should be given to ** ****** on 3/10/25 as shown on page 3: "If financing is being obtained by Owner: a) Do not sign this Contract or any financing document in blank. You are entitled to a copy of the contract at the time you sign" and page 4:
"Cancellation: Owner may cancel this Contract at any time prior to midnight on the third business day after the date of this Contract by providing Contractor with the Notice of Cancellation attached hereto as Exhibit C".Per the sales representative, the contract would be sent digitally. The record shows that the contract was not delivered to **: the email recorded in the contract is **************** (see attached screenshot). Since ** was not able to review or see the contract and fully trusted the sales representative ***** with the $7K quote, she had no knowledge of a price discrepancy until the bill comes in May 2025. She has given her information for the amount of $7K to be financed, not $26,915. As ** cannot read English fluently and does not know how to access the internet, the submitted survey would have been done by someone else. Could you please let me know how the survey was submitted? She signed the work completion form after the work has completed on Apr 21, per instructed by ********* and does not recall signing anything on March 10. Please contact me at ********** or email ******************** as ** has given me the authority to deal with this issue.
Sincerely,
**** ****** in behalf of ** ******Business Response
Date: 06/05/2025
We have validated numerous ways that the contract with Mrs. ****** is not only valid, but she was aware of the contract price. During her sales presentation Mrs. ****** was adamant she wanted no interest no payments for the loan. She signed all pages of the contract including the page that covers the price and the cancellation process. Mrs. ****** gave her social and financial information to the 3rd party finance company, and she agreed to the no interest no payment finance terms on for 14 months with Service Finance. Her application was submitted and then approved on 3/10/25 at 11:39AM. She signed the contract with **************** Please feel free to reach out to them and they can provide you those confidential documents. On 3/10/25 also at 11:39AM she received a welcome to the FHIA family and the contract was sent. She provided us a gmail. On 3/11/25 at 1:37PM we called her to welcome her to the family and thank her for her business. She was left a message and sent a text. On 3/13 she was contacted at 3:14PM and her measure was scheduled for 3/17. On 3/17 the measure occurred. During that visit the measure tech went over # of windows and the contract. At that time, she signed the permit application for all 11 windows. On 4/7 she was called and sent a text at 2:17PM giving her a follow up. We placed in the text the eta of the product and provided a permit update. On 4/11 at 12:18PM she was called to schedule her installation and was left a message. On 4/14 at 11:22AM she was called to schedule installation and left a message. On 4/15 at 11:30AM she was called and left a message to schedule installation. that same day at 11:35AM she returned our call and scheduled her install to begin on 4/16 and end on 4/17. Field Manager ********* visited the home a couple of times to monitor the progress of her installation. In addition, he covered the loan with her again just as the sales *** and finance company had done. Her inspection was also scheduled, and she passed the inspection with the city. On 4/17 she signed both completion certificates. The one for installation and the one for the finance company. On 4/18 her final service was completed installing the plugs and trim. A survey went out to her from Guild (3rd party company) on 4/19 to her cell phone. That company texted a couple of reminders. Mrs. ****** completed that survey on her cell phone on 5/1. At no point was this contract for $7,000. It would not be possible for 11 windows. All her signatures match. At this time there is nothing that indicates Mrs. ****** was not aware of her contract amount. We are denying the claim to reimburse her $19,000. This is not being brought up by the customer Mrs. ******* It's being brought up by a niece not the homeowner. We highly suggest the customer call the finance company and maybe have her niece with her during the call so she can hear how the contract with them was signed.Customer Answer
Date: 06/05/2025
Complaint: 23398850
I am rejecting this response because: there is no record of the contract was sent to me. Which gmail address was the contract sent? In the previous attachment file named nonemail, the screen shot taken from the contract indicates the email address is **************** which is not a valid email.Since the contract was not sent and I was not informed about the need of receiving the contract for review and having 3 days to cancel, the price may be changed without my knowledge.
I have asked for my niece's help as I am not fluent in English.
Sincerely,
Ly ******Business Response
Date: 06/05/2025
Here is the email the customer provided to get the contract. From: ******************************************************************************* <*******************************************************************************> On Behalf Of **************************************
Sent: Monday, March 10, 2025 11:39 AM
To: ******************* contracts <**********************************************************************************************************>
Subject: Welcome to the FHIA Family *** *** ******)Business Response
Date: 06/05/2025
please see attached copy of her contractInitial Complaint
Date:05/13/2025
Type: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.
I contracted FHIA to replace 16 windows and 1 sliding glass door in the amount of ******** + after seeing a video from the sales rep. ** was amazing. You heard nothing No Wind No Rain. I felt safe! Two weeks ago FHIA came * took out my old windows and replaced them with hurricane proof windows. A week later FHIA came to put up the molding inside the window frame to cover the screws . * after the inspection was done.During that weekI noticed light and heat and bugs coming in from my sliding glass door* I showed the problem to ******* and sent pictures to my field manager **** ****** appointed to me.For two days He promised to be on site* he was a NO show. The only time he showed was day 1 to get my signature. Never saw him again. The workers for FHIA * Johan * ****** and three others * forgive me I forgot their names were kind and seemed to know what they were doing. The language barrier was a bit of a conflict* used translate on my phone* this is why the field manager assigned should be on sight. Not just for me but for his (your) employees! The fact that I called* sent pictures and still have not had a response is unexceptionable to me and should be to anyone! Paid over $ 54* 000 dollars and I still have a facecloth between my sliding glass doors. Shame on you FHIA!Business Response
Date: 05/15/2025
Field Manager made a visitVisited property to meet with Mrs. ****** and Address concerns.
Punchlist item as follows:
-Clean window in master bathroom (Glass)
-Clean PW in master bedroom (Frame).
-Install Felt covers on SGD in master bedroom (At my desk)
-Clean excess glue off of windows in breakfast nook.
Mrs. Was very appreciative of the visit to the home today to address customers concerns.Customer Answer
Date: 05/16/2025
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:04/22/2025
Type: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 08/12/2024, I put a deposit down on 10 ****** Aluminum Bronze windows to FHIA. Installation was finished 10/09/2024, the day that Hurricane ****** hit Florida. When I could, I had my handyman inspect the windows since I am in wheelchair and cannot access all windows. Five of the 10 windows were not finished properly, i.e. poorly caulked, damage to my stucco, and later I would find out that debris was left in my yard. I let ***** know right away. He had the original crew and stucco contractor come out and to make the corrections. Unfortunately, it was worse. Now they scratched the finish on some of the windows, a window was stuccoed shut and stucco job was sloppy. They returned again but the workmanship was still not satisfactory. ***** suggested that I have my handyman do the corrections and I would be reimbursed for the work. I wanted that in writing not only to make sure I was reimbursed, but also to make sure it did not effect my warranty. Meanwhile, while playing in the yard, one of my dogs got caught up on debris left behind and ended up needing sutures for a laceration. My ER Vet bill was $1054. I reached out to *****, an Assistant Manager, to get this in writing regarding the window fix, as well as to get reimbursed for my vet bill, and to receive a 15 % discount. ***** said that FHIA could do the fix and that he was sending out a new ****** and technician. ********* contacted me promptly and brought a new technician to make the corrections. Unfortunately, my windows look worse, the stucco was never fixed, and the technician broke a casement window arm. ********* suggested I hire my handyman to do the fix. I asked him to have ***** **** me, I have not heard from neither ***** nor *********. Recently, I have reached out to and left several messages for the operations manager, but I have heard back from him. My windows look awful and I am still waiting for my arm 8 weeks and counting. My handyman is no longer available,Business Response
Date: 04/30/2025
Operations Manager **** ******** personally went to the home today 4/30. He did an entire walk thru with the customer. We reviewed each window and have her scheduled for next Thursday to go and have someone touch up all caulking and finish work.
Customer is looking for an accommodation for a vet bill for her dog which our field manager will submit request and have completedCustomer Answer
Date: 05/20/2025
Complaint: 23238324
I am rejecting this response because: Initially. before my complaint, I connect with Divid, assistant manager. He tried to push this problem onto me and tried to make me feel guilty for asking for partial refund. He is why I turned to the BBB. After my complaint, **** contacted quickly and scheduled with me to come see the work. He stood me up, I called him to find out what happened and to reschedule - he stood me up again without a phone call. I had to make the arrangements. Third time is the charm. He put ****** the original *******, back on the job. He is respectful and fights for what is right. He is replacing 2 windows and fixing the other installations and stucco issues. They are going to reimburse for my vet bill, but there was no consideration for my other costs, scratch floor, transportation to and from vet, Additionally, I am in unsecured house. I was told parts were ordered, when I checked if they were ordered, ********* told me yes. I have found out that is not so. My father is turning 94 in a couple of weeks and I can't travel to see him until my house it secure. I am hoping this company will make this house look nice, but I have lost faith. I have been disrespected and discriminated against for being in a wheelchair. I did like the look of one window I could get to was told by crew leader when I asked him about the difference in stucco texture, he told me to just paint it and you won't be able to see it. the outside, So I hired someone to look at all the windows. Thank you ***** for being in my corner, but I don't trust the rest of you to tell my the truth, Only ***** has apologized for the poor workmanship. Two big things left out of the response is an apology and a 15 perecent refund,
Sincerely,
***** **********Business Response
Date: 05/27/2025
Update from the Operations Manager: We have visited the customer's house several times, all work was completed and the final building inspection passed, and permit was closed. We did apologize for any warranty and or finish work which the customer was not happy with, we have submitted an accommodation request and have even reordered parts including a new window as a courtesy to the customer which is arriving on the 18th of next month. We did a full walk through on 4/30 to ensure all the issues were looked at to be addressed accordingly.
As soon as this window arrives, we will be visiting the customer to reinstall and redo caulking and finish work she has asked us, we have always been accommodating and respectful. As of now the eta of the window is 6/19. Customer will be contracted once the window arrives.Customer Answer
Date: 06/03/2025
Complaint: 23238324
I am rejecting this response because:
Sincerely,
***** **********Initial Complaint
Date:04/08/2025
Type: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 high pressure sales tactic extremely expensive ($45,000) hurricane windows which were installed Dec. 2024. The installers did minor damage to my home, and cosmetic damage to almost every single window installed. Very, very unprofessional. Especially when I asked about it, and they basically told me that's the nature of construction. If I had a million-dollar fancy home, I wonder how I would have been treated. They offered to replace the windows, but it was a nightmare the first time, one that I do not have time to deal with right now. They promised these windows have a lifetime warranty. Regardless, I was promised compensation for the crappy job, and crappy windows back on January 8th. At this point, I think they need to more than double that compensation check to cover the absolute nightmare and frustration this entire process has been. I will tell anybody and everybody I know to never do business with these people.Business Response
Date: 04/15/2025
Operations Manager **** ******** has made numerous attempts to reach this customer. Most recent messages left again today 4/15. We have sent the promised check and have the pending service window in the office to schedule and have completed, the customer can reach me direct to the office at ************ or my cell phone ************.Initial Complaint
Date:03/18/2025
Type: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 pulled a credit report and never showed up to complete the job. I'm not sure if the permit was pulled and no one called to advise of date change. Work should have started 03/01/2025 and I had a emergency out of town on 2/3/2025 and returned home 3/01/2025 so the work could start at my home.Business Response
Date: 03/18/2025
The customer was well aware the job was cancelled back in January as we are unable to do what is required in his home. The **** confirmed with us numerous times that she was aware and that she told the *** who keeps forgetting. We even spoke to both again on2/28 and 3/4 and once again the **** confirmed she was aware back in January that we cancelled the job. Customer has no obligation to us. We even cancelled the loan with Service Finance. The **** asked us to send a letter on 3/4 so she can give it to the *** to help remind him that we cancelled the contract. On 3/4 we typed up that letter and immediately mailed it out per her request to the following address: *******************
*****, FL *****.This BBB should be closed as unfortunately the customer keeps forgetting the conversation.Customer Answer
Date: 03/27/2025
Complaint: 23080969
see attahment
Sincerely,
**** *****Business Response
Date: 03/27/2025
We are confident we educated the customer why we couldn't move forward with the job and the reasons why. If they would like to speak with me I can be reached at ************.Customer Answer
Date: 04/02/2025
Complaint: 23080969to my knowledge this was a setup from the beginning , they was charge ********* but with the discount ********* , mr ****** call me for me to pay extra that was the only way from them to do the job ,, if i did not cancel the contract in 3 day they would suit me for ********* as the contract say,, i send you the contract thur the regular mail do to is very dificult for me to use a PC .do to i am a disable person with head injury ,, i send you the copy of the contract all the had to do was cancel it before i when to see my mother that what create a big problem for me and family ,, please look out thr contract ,, it was no right what the did , if the shoe will be in the onther foot take a guest ,, it will take a few do to i dont have PC now you can do it thur regular mail, no one like to be taking as a fool , but the like to take the older and abuse them taking them..thank you
**** *****Customer Answer
Date: 05/02/2025
Complaint: 23080969From: **** ***** <********************************************************************************>To: **** ***** <********************************************************************************>Sent: Thursday, January 2, 2025 at 11:52:58 PM ESTSubject: Requesting cancellationsSent from my iPhoneI **** ***** I am requesting the cancellation of the contract for windows & doors with FHIA LLCdated 01/02/2024 account number#******* ,,, as Friday 01/03/2024 do to none agreement of the contract paragraph and in need more time to review the contract ,Thank youFrom: **** ***** <********************************************************************************>To: ************************************************************************************** <**************************************************************************************>Sent: Tuesday, January 7, 2025 at 08:00:03 PM ESTSubject: Fw: FH108902726 Contract summary (ok to measure)----- Forwarded Message -----From: ***** ****** <******************************************************************************************************************************************************>To: ******************************************************************************** <********************************************************************************>Sent: Friday, January 3, 2025 at 10:27:26 AM ESTSubject: FH108902726 Contract summary (ok to measure)This e mail is to confirm the contract you signed on 1-2-25. We are doing 14 windows and 4 doors for $28,000. Payment is expected once we have installed the product properly in your home. Please call back with any question, if you wish to cancel please do so by letting me know via e mail or a phone call ************. Our measure teach ******* will be contacting you shortly to schedule the measurement for the project.
Thanks
STEVESMIZIK
VPofOperations
FHIARemodeling
E
*****************************************************************************************************************************************************************************************************************************************************************************************************************************
W
**********************************************
3801Southwest30thAvenue
,
FortLauderdale
,
FL
,
33312
Followus:
The information contained in this e-mail, and any attachment, is confidential and is intended solely for the use of the intended recipient. Access, copying or re-use of the e-mail or any attachment, or any information contained therein, by any other person is not authorized. If you are not the intended recipient please advise the sender and delete all copies from your computer. Content is provided by the individual sender and does not necessarily reflect the views of FHIA Remodeling. Although we attempt to sweep e-mail and attachments for viruses, FHIA Remodeling can not guarantee that either is virus-free and accept no liability for any damage sustained as a result of viruses.
Business Response
Date: 05/02/2025
This customer must have us confused with a different company. As we have stated numerous times our contract was cancelled back in January. ** have several documented conversations with the *** and Mr. ** never pulled any pedrmit nor did we order any product thus that statement indicating we were coming in March for installation is not accurate.Business Response
Date: 05/05/2025
We have many conversations with this customer. Per the **** she has confirmed with us numerous times that the contract was cancelled back in January of 2025 due to construction requirements that our company is unable to do. We have emails and phone calls in January, February, and again in March. We even mailed a letter to the customer per the **** request because she indicated her husband has memory issues and keeps forgetting. We are requesting for the BBB to please close this case as the *** keeps opening it forgetting the contract has been cancelled. We also validated his loan was cancelled. We never opened a permit, and we never ordered any product. Unfortunately, there is nothing else we can do to satisfy the ***Customer Answer
Date: 05/19/2025
Complaint: 23080969i have never spoke to any one yes i do have head injury from my military service, i spoke to a lady that transfer me to mr ****** at that time he told me that it will cost more money to do the job i told him that we have a contra and that was on march 3do to that the staring day was march 1, that the only time that i spoke to any one from that company , after that a letter was send to me on march 12 at it, he is right that i head injury in that is why they wants to take the disable and old people, they tell you a price and then they bring up the price ,,, if i did not cancel with in three day they will put suit me as the contract , i did not when to them , they came to me with offer, and the sad part of this is that i have to leave my mother early in the hospital , to came to take care this ...???????but then again the big fish always eat the small fish ,,, bottom line is at the beginning the wanted ******, but with the discount it came down to ****** , ,, and yes i do have head injury but i have not lost my senses , , and they take abuse older and disableall i ask is for fairness ,,thank you
Sincerely,
**** *****Business Response
Date: 05/19/2025
Good afternoon, thank you for closing this case. We have many documented conversations with the customer and his spouse.Business Response
Date: 05/22/2025
Director Of Operations personally mailed the letter, and it does have our Name and License on it. Nobody is "trapping" the customer. As we indicated he was informed back on January 12th, and his wife confirmed our numerous conversations. This contract was cancelled back in January because we cannot do the scope of work, The loan was also cancelled. The customer does not *** us any money, and we did not ask for any funds either. We are not sure how to solve his issue as there is no contract at this time.
Initial Complaint
Date:02/15/2025
Type: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.
Salesman **** ***** stated 10/25/24 that windows installed would be the same type/brand as ones installed the previous year, but on walk-through owner discovered different latches; installer stated they were a different brand. After 2 weeks an agreement was made for a 25% refund. Check was not received. Escalated issue to ***** ****** and **** ******** who offered additional $1200 via direct deposit, which was not processed. In followup communication owner was told the $1200 was also a printed check in the mail. After weeks of neither check arriving customer requested of ******* ***** to stop payment on both checks and to have the refund processed by direct deposit. Customer informed 2/5/25 that another paper check for the 25% + $1200 was printed and being sent overnight delivery to ******* and would be hand delivered. On 2/12/25 check for $3055 was hand delivered and electronically deposited by the owner. 2/14/25 learned the check did not clear.Business Response
Date: 02/18/2025
Good morning, we checked with our accounting team, and they show in our system this check was approved to be released for payment with no issues. We researched the system and every check written on the same day cleared with no issues. We are not sure why ***************** had an issue. To ensure there are no issues we voided that check and are Fed ex another one directly to Mr. ******* It will arrive by tomorrow 8PM. tracking number: 772146803883. We understand the frustration and apologize for the inconvenience.Customer Answer
Date: 02/20/2025
Complaint: 22945783
I am rejecting this response because:The 4th check was not received on February 20, 2025 as promised. In response to ****'s comment, the hand-delivered 3rd check was "non-negotiable" per the issuing bank.
Sincerely,
Dr. ******* ******Business Response
Date: 02/20/2025
Hello, the delay is with Fed ex...Please see below tracking Tracking with fedex.
772146803883
FROM
***************, ** **
Label Created
2/18/25 7:27 AM
WE HAVE YOUR PACKAGE
ON THE WAY
OCALA, **
2/20/25 7:25 AM
OUT FOR DELIVERY
*****, **
2/20/25 8:02 AM Travel History
Date Time, Status and Location
Tuesday, 2/18/25 7:27 AM
Shipment information sent to *****
9:31 PM
Left ***** origin facility
***************, **
9:33 PM
Shipment arriving On-Time
***************, **
Thursday, 2/20/25 1:01 AM
Arrived at ***** hub
*******, **
1:03 AM
Delivery updated
*******, **
4:39 AM
Departed ***** hub
*******, **
7:25 AM
At local ***** facility
*****, **
8:02 AM
On ***** vehicle for delivery
*****, **Business Response
Date: 02/20/2025
Hello, the delay is with Fed ex...Please see below tracking Tracking with fedex.
772146803883
FROM
***************, ** **
Label Created
2/18/25 7:27 AM
WE HAVE YOUR PACKAGE
ON THE WAY
OCALA, **
2/20/25 7:25 AM
OUT FOR DELIVERY
*****, **
2/20/25 8:02 AM Travel History
Date Time, Status and Location
Tuesday, 2/18/25 7:27 AM
Shipment information sent to *****
9:31 PM
Left ***** origin facility
***************, **
9:33 PM
Shipment arriving On-Time
***************, **
Thursday, 2/20/25 1:01 AM
Arrived at ***** hub
*******, **
1:03 AM
Delivery updated
*******, **
4:39 AM
Departed ***** hub
*******, **
7:25 AM
At local ***** facility
*****, **
8:02 AM
On ***** vehicle for delivery
*****, **Initial Complaint
Date:02/11/2025
Type: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.
Date of transaction 02/05/2025 - Total approved to pay 40,431.85.00 - The business is committed to provide me with the correct windows, at no time did my sales person advise me that I would have horizontal sliding windows left to right and windows vertical windows sliding north and south. During the sales pitch, we only discussed horizontal sliding windows and I was happy which is why I signed the contract. Had I been aware that I would have two different direction windows installed I would have never agreed to the contract. With the amount of money that is being paid out of pocket, my happiness is my main concern. I'm unhappy with the install and the look of the different windows on my house. This is a commercial dispute I've contacted the business my sales individual is stating that we reviewed the agreement before signing it. We never discussed windows vertical windows, we only discussed windows horizontal windows. Says that the concern has been presented to leadership and it would be there call. So no this issue has not been attempted to be resolved. I will not validate authorization to release these funds until my issue is resolved.Customer Answer
Date: 02/14/2025
The company has agreed to replace, 6 of the 7 windows. But this still doesn't rectify the inconvenience it's going to cause to uproot my newborn child to avoid breathing in the air during construction and the noise. This is the reason I agreed for installation in the beginning of February because I was due thrle beginning of March. I am requesting an additional 10% to 15% discount on top of my window replacement to be satisfied.Business Response
Date: 02/16/2025
Ops Manager worked with VP and we have agreed to replace the 5 windows at no additional charge to the customer. Customer agreed and signed the change over on 2/14.Customer Answer
Date: 02/16/2025
Complaint: 22927462
I am rejecting this response because: Although, I agreed on the replacement of my 6 windows but due to the inconvenience of me having to uproot my newborn when the replacement windows are installed because of the mistake of your sales agent I'm requesting 10 to 15 percent discount on top of the replacement windows. Due to me being pregnant and due in the beginning of March, I initially agreed to the beginning of February for my installation. Now that the replacement installation will be in March I have to leave my house prior to my 6 weeks and I'm really not happy.
Sincerely,
******* ****Business Response
Date: 02/18/2025
We completed Ms. ***** contract the way it was written and signed for. She was unhappy with the windows that went up and down so we ordered them at no additional cost the way she wanted even though her contract stated otherwise. We don't negotiate thru the BBB and have been more than accommodating to ensure Ms. **** is satisfied.Customer Answer
Date: 02/18/2025
Complaint: 22927462
I am rejecting this response because: No, your sales *** didn't write my contract based on what was discussed. I also requested a copy of my contract from the *** and it was never emailed since the initial email was incorrect. Had the information been provided to me about different windows being placed in my home, I would have denied to installation and contract completely. Your sales *** provided misleading information thus getting the sale based on what was discussed not based on the contract written. Again, I am pregnant and the reason for my install date being the beginning of February is because I knew my newborn would be born and I would not be released from ky doctors care. Now, with the misleading information deception of your sales *** ***resenting your company, I have to uproot my newborn to get this issue resolved which may cause a medical setback. I told them to bring my old windows back and I would go with another company. I am asking for a 10% discount to close this case.
Sincerely,
******* ****Business Response
Date: 02/19/2025
Attached is page 7 and 8 of her contract. The first three windows clearly show the open left to right or right to left. There are more on the contract if you need them. Please close this complaint --thanksCustomer Answer
Date: 03/10/2025
Complaint: 22927462
I am rejecting this response because: The contract doest state the up and down windows, however this wasnt wahat was told to me by the sales representative. The discussion again was only about windows that slide left to right when the contract was reviewed which is why I signed it. If I had known that there were hinge windows in my contact, I would have rejected the entire sales contract. I even told them install my old windows and you all can have y'all windows back because what I got is not what was discussed. You have people working for your company selling contracts under false pretense. I'll be going to the media about this issue because this is absolutely ridiculous. You all offered 700 discount on a like a ***** job to replace the 6 windows but I'll like my 1500 discount for the lies told by your sales representative which locked me into a binding contract for which I thought I was getting something totally different than what was written in my contract.
Sincerely,
******* ****Business Response
Date: 03/13/2025
FHIA has fully done everything within the signed contract. As VP of Operations sent prior the windows were ordered exactly as they were stated in the signed contract. As a courtesy to the customer, we currently have 6 new windows on order the way she wants. We are not charging her for these windows which goes above and beyond the signed contract. We encourage the customer to call our local office to discuss further as again we have stood by our contract, we agreed to change the windows at no additional cost, and the customer agreed and signed for those changes.Customer Answer
Date: 03/13/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution isn't satisfactory to me. They're still not taking accountability for their sale representative which mislead me into thinking all my windows would be sliding.
Sincerely,
******* ****Initial Complaint
Date:01/23/2025
Type: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 signed a roof (main roof & detached pitched garage roof) contract with FHIA on 10-28-2024 & with Aqua Finance for $62,379.08. Per our contract **** does not pay FHIA until all jobs are complete & pass inspection, our payments to **** will not start until that same time. FHIA being our roof work 12-9-24, finishing on 12-10-24, before leaving we asked about our 2nd detached roof, we were told by **** that it was not in our contract, we showed (pg. 7) it was. After much back-and-forth text messages, & phone calls on 12-24-24 **** stated FHIA agreed to honor our contract & do the 2nd roof, but it would take some time maybe not until Feb 2025. On 12-16-2024, 6 days after our first roof was finished, we received a bill from Aqua. We contacted Aqua confused they stated documents were turned in stating FHIA completed our home improvements, we needed to contact FHIA & have them send over a corrected document. FHIA agreed & stated they would have the issue fixed. Later **** offers us $1000 towards our Aqua payment iBusiness Response
Date: 01/24/2025
We understand the customers frustration. The roofing Manager did show the customer that the garage was not part of the contract but as a courtesy will be doing that for the customer. The permit was re-applied for already and we are waiting for the city to update it. In addition, the Operations Manager **** ******** sent in an accommodation request for the customer for a check to be sent.Customer Answer
Date: 01/29/2025
Complaint: 22846662
I am rejecting this response because: The roofing manager did not show us our detached pitched roof was not in our contract because it in fact is on page 7 which is attached to this complaint. We showed him the same day **** on 12-10-2024. When we signed with our roof *** the price of our pitch roof was added in our quote for our main roof, so it is not a courtesy roof. We understand the pitched roof permit had to be ******; that's not our complaint. Our complaint is our Aqua account being delinquent causing our credit score to become very negatively affected because Aqua was falsely informed of our project being completed, then when I asked for it to be corrected by FHIA simply sending in a form to Aqua, I was told no trust us we will cover it and overnight a check. Shy of 30 days later we are being told a request was sent from ****, meaning what? We have no clue on what's going on, so we are supposed to just wait and take someone's word again or hope and pray we won't get stuck with a $63,000 bill for 1 roof, when that was supposed to cover 2 roofs and our windows per our contract.
Sincerely,
******* ******Customer Answer
Date: 01/29/2025
We want FHIA to contact ************ and send them a corrected document stating they are not complete with our job, taking the financial responsibility off of us and our credit until it is complete. Once the project is complete then completion forms can be sent in and we can begin paying Aqua, as it was suppose to be done to begin with. I spoke with Aqua already and FHIA can correct their "mistake".Business Response
Date: 02/12/2025
Accommodation has been sent to the customer. Final inspection for the roof amendments are scheduled for this Thursday 2/13. We also left messages for the customer.Initial Complaint
Date:01/17/2025
Type: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 signed a contract on November 27, 2024 for 9 impact windows for $18,072, financed through FHIA. They sent someone out to measure the first week of December, and a few days later our salesperson called us and told us that there was too much wood rot below the windows and we would need to have it repaired before the windows could be installed. He told us to get it done asap, and gave us the phone number of an outside contractor who could do the work. He told us to get it done immediately, because if this work held up the windows being installed we could be charged a storage fee. We had the contractor start work, and the first week of January I called FHIA for an update about the eta of windows to make sure the timeline was lining up ok. I was told I would get a call back from the manager, and for the next two weeks, until 1/15/25, I called, emailed and texted FHIA with no response. Finally on 1/15/25, a manager named Jasmine called me back and told me that since that initial measurement was taken in December, my order had been marked uninstallable and changed to a drop off order and I would be responsible for finding someone else to install them, and we could discuss price being lowered since they werent installing them. I told her we dont want that, and asked to cancel. After some arguing, she agreed to cancel and told me I would have a confirmation of the cancellation emailed by Friday 1/17/25. I have not received that email and no one will return my calls. The customer service people just tell me no management is available to speak to, and that my cancellation is still in process or under review. I need confirmation in writing that my loan and order are cancelled.Business Response
Date: 01/17/2025
On 1/15/25 Manager ******* ****** spoke to our VP of Installations ***** Smizick who agreed to cancel the contract for the customer. ******* ****** conveyed to the customer that the contact was cancelled on 2 separate occasions. Today 1/17 Manager Ta'**** ******* let the customer know the job had been cancelled beyond scope. It appears just to be a misunderstanding as customer still feels the contract is not cancelled. We have now sent an email confirmation showing the contract was cancelled on 1/15/25 as we had promised to the customer. We apologize for the misunderstanding.Customer Answer
Date: 01/30/2025
Complaint: 22826510
I am rejecting this response because: All I have received so far is a cropped screenshot from Jasmine that shows "order cancelled." I have received nothing regarding the financing paperwork we signed, and I have received nothing stating that we will not be charged a restocking fee that is mentioned in our contract. We signed a contract to finaance over $18,000 dollars and have received nothing from the "cancellation department" that Jasmine and the other manager Ta'**** told me was the only department with the authority to send me cancellation paperwork. I have attached the only communication I have received from them since filing the complaint. I want them to provide to me in writing that I have been released from the financing contract, and will not have to pay a 30% restocking fee for the windows they ordered after cancelling my installation without telling me.
Sincerely,
******** *****
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.