Complaints

This profile includes complaints for Fhia, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Fhia, LLC

  Fort Lauderdale, FL 33312-6819

  
• 

  Florida Home-Improvement Associates Inc.

  8034 Sunport Dr STE 401 Orlando, FL 32809-8105

  
• 

  Florida Home Improvement Associates, Inc.

  11239 Saint Johns Industrial Pkwy S Ste 5 Jacksonville, FL 32246-7676

  
• 

  FHIA, LLC

  5910 Benjamin Center Dr Ste 110 Tampa, FL 33634

  
• 

  FHIA, LLC

  9135 Links Commons Dr Ste 7 Fort Myers, FL 33912-2572

  

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:07/16/2024

  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.

  When they installed my sliding glass door, they did not but the molding on. So, when it rains water gets on my floors. I'm constantly moping my floor to clean up the water. I called to report this issue several times they don't return calls. They once said the part was ordered to find out the part was never ordered. This has been going on for 3 months now with now solution. I'm supposed to have a lifetime warranty on the windows, this company can't finish the original job. I would have stop payment of the check, but I did not realize the issue until 2 weeks later when water was on my floors.

  

  Business Response

  Date: 07/16/2024

  Service Manager ************************** reached out to the customer. The Service Tech went out to customers home and came back to report only an *** lock was needed. When I spoke with the customer today to update on ETA of part,he advised that it was not the lock that was needed at all. There were still other issues not resolved from installation.
  He has a service appointment set for tomorrow to have tech out to inspect the *** and let us know what needs to be replaced or ordered.

  Customer Answer

  Date: 07/18/2024

   
  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.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/18/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/18/2024

  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 April 12, 2024, I contacted company to initiate a warranty claim, I have been trying to get someone to come out to my home to replace some items in my shower area for the past 3 months. I have called them several times, but no one returns my calls. There is a lifetime warranty associated with my purchase of a new shower. They keep giving me the run-around, none of the supervisors want to call me back and help me, I need some assistance from the BBB, thank you.

  

  Business Response

  Date: 06/26/2024

  Thank you for bringing this to our attention. We had a change in Mgt and this fell through. We apologize for the inconvenience. New Service Manager *********** is working with the customer. There are two pieces that we will be replacing, the shower arm and the showerhead. The arm is here, but the showerhead has not arrived. Ta'**** will be monitoring,

• Initial Complaint

  Date:05/18/2024

  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 a hurricane resistant sliding glass door and an arched window for above our shower. The new window over the shower had a defect in the glass and FHIA replaced it. There several issues with the sliding door, defect in the glass, no screws holding the side of the door frame on the stationary side of the door. These issues were address by FHIA and fixed. The biggest issue with the slider is from the disintegrating track and the black dust and debris is creates. Even the stationary side of the door in which we never use accumulates this black dust. I have written letters with photos included to FHIA on 11/6/22, 11/7/23 and 3/18/24. On 3/29/2024 ************************************* came out to look at the issue and after touching the track the door rides on and getting his fingers black, he said that he would order an entire new door for us, noting that the black dust is getting on the weather striping and and the carpet we have by the door. He gave us a 3 to 4 week time frame and I asked him to sign a document to that end. I called both he and his boss, ***************************, at the end of 6 weeks and again at the end of 7 weeks, and **************** said they have no way to track the door so they don't know if it is in house. They advertise a Life Time Warranty on both windows, doors and Labor.

  

  Business Response

  Date: 05/22/2024

  We do understand this can be very frustrating for the customer. We have been working diligently with the manufacture to resolve the issue. We are having the manufacture send an entire new sliding glass door which will resolve the issue. They gave us an eta of 6/14 which we gave to the customer. The customer did let us know they will be out of town from 6/21 - 7/10. We added those notes to our system. 

• Initial Complaint

  Date:04/23/2024

  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 new impact windows and doors from Florida Home Improvement Associates about 7 years ago. The products have a lifetime warranty. The seal on one of the doors leading out to the patio broke and the door has become dusty and cloudy and not impact and energy efficient as it should be. This was reported to **** in the ************ last DECEMBER. They sent a technician out to measure the door and said it would take several weeks. After another call in January, they kept stalling saying they were waiting for a new door to come in from their supplier. After waiting until February, I called again - same answer. Then in 2 weeks they came out with a new door - wrong size. Remeasured the door and space and came out with another door - wrong size. After several calls to **** in the ************, he tells me that I have to call the supplier to see what's going on. I called the supplier and they told me they can't do anything without a case number. I call **** back and he gave me a number that wasn't a case number. I called **** again and he gave me a new number. I don't feel that I have to be doing all this calling and legwork, since FHIA holds the warranty on the windows and doors and should either solve this problem or install a new double door system. They never call back when I leave a message. I don't know what else to do.

  

  Business Response

  Date: 04/24/2024

  Service Manager ************************** was working with the manufacture to assist with the discontinued part. They received an update and have scheduled the customer for 4/29. We understand this has been very frustrating for the customer and they have been inconvenienced. 

  Customer Answer

  Date: 04/24/2024

   
  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:04/15/2024

  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.

  Met with FHIA 12 April to discuss 2 windows and 2 slider door replacements. He quoted me ******+. Even though that is way overpriced, My actual concern was the high-pressured sales tactics. FHIA must have gotten my information when I had requested a quote from another company. I realized I did not know who FHIA was until I got suspicious and looked them up while I was sitting with the sales guy and realized they werent who I thought they were. The rep brought up docusigns claiming that I was agreeing that I picked certain doors and windows. I asked him if this was obligating me to go forward with working with them and he said I had to sign it to move forward to financing and that I had a three day cancel policy. I told him that I felt very uncomfortable doing this and that I wanted to read the contract in my leisure without being watched. He basically said he would sit there until I read and signed it. The next morning I was at the post office sending both a certified and a priority mail letter each to FHIA and the financing company that they used. The sales rep told me, misleadingly, that I could call and just tell anyone at the company that I wanted to cancel. Anyone with any sort of legal knowledge knows that you cannot just call and cancel, that you have to send it in writing under the three day cooling off period. He just kept pulling DocuSigns up, not wanting to give me a chance to read anything and I kept telling him I was uncomfortable with that. I signed just to get him out of my house. Out of sheer panic I sent another letter out this morning to FHIA and the financing company Certified return receipt. I am so paranoid about this *************** and the way they do business and put a lien on your property ASAP. I photographed and recorded the process of sealing and sending these letters as well. My cooling off ends 16 April 2024, tomorrow at midnight. I have sent FHIA and the financing company each 3 letters that can be tracked, with one to be signed

  

  Business Response

  Date: 04/16/2024

  VP of Sales has received customer's complaint for coaching for the sales rep. ** with every customer we always 100% honor the right to cancel period. We will upload the customer's cancel document once it arrives. In the meantime, we have updated our system with customer's ******************** information requesting to cancel. We have emailed the customer at **************************** confirming as per her request that her contract be cancelled. 

• Initial Complaint

  Date:03/18/2024

  Type:Billing 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.

  The company lied about its product and services and then placed an unauthorized charge to my credit card. I called for assistance and they said that no one was able to help me.

  

  Business Response

  Date: 03/18/2024

  We processed a credit card per the customer's request and are researching why the wrong card was charged.  We educated ***************** we couldn't reverse the charge until tomorrow 3-19-24.   There was no mention of any other issues in our notes but we will call the customer tomorrow 3-19-24 to understand the context behind the other accusations.  

  

  Business Response

  Date: 03/19/2024

  We have processed the request today and it should be completed by the end of the week.  

  Customer Answer

  Date: 03/22/2024

  I would like to rescind my complaint.  *********** has corrected the issue.

  Customer Answer

  Date: 03/22/2024

   
  Better Business Bureau:
  
  I would like to rescind my complaint.  *********** has corrected the issue.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/17/2024

  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.

  I contracted with FHIA to remodel my shower. I gave them a $7000.00 deposit. They began the project on 12/11/23. The cost was to be $22,900. They came and went for days. I asked several times about making payments. The ******* nor the installer knew nothing. When I tried to phone the company all I got was a girl who said she could only make appointments. This went on for weeks. I sent an email to the salesman addressing my concerns . There are still major issues concerning their work. There is no soap dish , they cracked a floor tile, they did not caulk the top of the back wall, the glass door does not fit properly, etc. I sent a list to the *******. I phoned him he said he would take care of it. Nothing happened. One Sat. a ******* just appeared and try to caulk the base. It still leaks. I have had no word from them. No final statement. No calls no emails etc. I ended up paying "out of pocket" $2300.00 to finish and correct their errors. Yesterday I received a certified letter saying there is a now a lien on my property for the balance due. I wanted to contact them and discuss a credit for the money I had to pay the repair person. I would have been happy to pay the balance. They never contacted me with a final statement. Now I am left with no corrected issues and having to deal with getting the lien released. I am insulted by their negligence. I have tried to contact them again. No response.

  

  Business Response

  Date: 03/20/2024

  Per Operations Manager ***** and Field Manager ***** there were many phone calls placed to the customer with no response. 1/17 customer not home. 1/22 Field Manager was on site let customer know we don't paint.  1/26 Left Message. 1/30 Left Message. 2/21 left message.  2/23 spoke with customer went over punch list and ordered customer's shelf and again advised customer we don't paint. 2/29 shelf arrived left message. 3/4 left message. 3/11 left message. 3/12 placed lien due to no response.  3/18 Field Manager spoke to customer who advised she took care of punch list herself because we never did even though as you can see, we made numerous attempts to reach customer. 3/20 we are set to go to customers home to install the shelf. Lien will also be removed upon final payment. Ops Manager agreed to deduct the $2300 as a courtesy to the customer. 

• Initial Complaint

  Date:03/05/2024

  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.

  April 2017 had new windows installed with a life-time warranty. July 14, 2023, I called FHIA concerning one window pane that was clouding up. Took photos and sent it to them. They stated it would take appox, 6 months. A tech arrived on 12 Dec 2023 to replace the window pane. After he took the old out, he than attempted to put in the new one. New one was wrong size. Was told 2 weeks the new one will be in. Waited 3 weeks and called no window was in yet. Maybe the next week. Window came in but they never called I called the following week. Another tech arrived 26 Jan 24 to replace it, again wrong size. He stated that he will reorder it. No word from company. Called 23 Feb 2024, window has not been ordered yet. They were going to have the manufacture call the next week. No call. All I have is copies of 4 emails on 29 Feb and 1 Mar back and forth. Nothing directed to me. No date or time frame for repair.

  

  Business Response

  Date: 03/07/2024

  Service Manager **************************** spoke with the customer. Completely understands the customer's frustration. We attempted to get part from ******* but since they have not provided it accurately, they will be providing the service. Per manufacture they will contact customer within 14 days from 2/29 to set it up. 

  Customer Answer

  Date: 03/15/2024

  ****************** of CWS manufacture of the windows arrived around 2:25 pm on 15 March 2024 to inspect and order the new window.  He stated that it would take between 4 to 8 weeks for the new window and that they will contact us when it is ready to be installed.  This problem has been on going since mid-July 2023 and FHIA has not made contact with us except once after we had contacted the BBB, all contact has been initiated by myself.  We do not fell that FHIA has fulfilled their lifetime warranty.  We are still not satisfied with the warranty work by FHIA.

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21388124
  
  I am rejecting this response because:  it will not be resolved for at least 4 to 8 more weeks.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/19/2024

  Unfortunately, since we were unable to get correct glass, this is why the manufacture was dispatched out. Manufacture is now honoring the warranty and getting this product special ordered. They did advise minimum 4-8 weeks. We reached out and asked them to expedite the process and they advised they were going to product the product as fast as they could and will try to get it to us by 4/9. The service Manager will be monitoring the shipments and will be checking in with the vendor weekly to see if there are new updates. We know this is frustrating and assure we are doing everything possible to get this issue resolved. 

  Customer Answer

  Date: 04/22/2024

  The window has been replaced by the manufacturer today.   You can close the case.

• Initial Complaint

  Date:03/01/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My grandparents had 5 windows replaced by FHIA. The job went on for way too long. No communication from what was going on with them. They broke the marble window ***** in 2 areas. Also mashed the wall a good bit. They fixed the ***** by replacing them. However the one was installed crooked. We were just happy we got that far after months and months of fighting with them. We have called and mailed pictures of the damaged with a letter stating how long everything took. My grandmother has documentation of EVERYTHING. Not once has the company reached back out with anything. No compensation no Im sorry. Back when this was all happening we would call with the home phone and the call would get ignored. If we blocked the number they would magically answer. We went with a different company for the rest of the house and they were absolutely wonderful!! Wouldnt recommend this place to anyone.

  

  Business Response

  Date: 03/01/2024

  We are unable to locate any customer under the phone, name, and email provided. In order to research your grandparents, account we would need the phone or address of where the installation took place. We apologize for the inconvenience. Please provide us with the account information so we can determine what caused the poor experience for them.

  Customer Answer

  Date: 03/02/2024

  My grandparents information on this issue - ***** and *********************** , ************ 

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21371480
  
  My grandparents information on this issue - ***** and *********************** , ************
  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/04/2024

  Thank you for providing the information of the customer. Ops Mgr ************************* remembers the customer. Back in July of ********************************** detail. Everything during July of 2023 had been confirmed that there were no other issues to be resolved. He then let the customer know he was submitting a concession of $750 and the Ops Mgr submitted the check request to accounting. He never heard from the customer again. Per this ******************** complaint he just reached back out and spoke with the customer. Per customer she confirmed that yes, the job is 100% completed but that she never received the $750 check. Ops Mgr found the paperwork he submitted to accounting back in July of 2023. Appears it was his error as he submitted the incorrect paperwork. He called the customer back to let her know it was his error and apologized. Correct paperwork was resubmitted to accounting and customer is aware of the time frame for the $750 check. 

• Initial Complaint

  Date:02/20/2024

  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 hurricane windows installed. When the original set was installed one window above ****************** did not fit and had to be remade. A few years later that same window in that same location had to be replaced and even after being told about the original problem they had the wrong size window and it took 2 more times to get one that fit.That brings us to the present day. This window once again needed to be replaced. I once again told them about the previous problems asked them to come out to measure, but no, they sent an entirely different window, not even close as the window they brought was for over the front door. They measured and came back with one that did not fit. Third time they came again it did not fit. This time I gave them brown paper to make a template but the fourth time they brought the window that goes over the door again and of course it does not fit. They made the same mistake as before.Four times and still no window. Now they tell me the manufacturer had to come out but they cannot give me any information on contacts or dates and tell me it's out of their hands now.I have zero faith I will see a replacement window. Keep in mind it was replaced once before so someone knows how it is done.I want them to replace the defective window and have come to you for help.

  Customer Answer

  Date: 02/20/2024

  Complaint date 7/20/2023

   

  

  Business Response

  Date: 02/22/2024

  Service Manger has been working with the manufacture. We do understand the process has been long and frustrating for the customer. On 2/21 Service Manager ************************** spoke with Mrs. ******* & advised we were able to get the correct window glass ordered. Once we have an ETA we can provide will reach out provide update up until we received in warehouse & can schedule. Customer understands & will share info with husband.

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21321075
  
  I am rejecting this response because: we have heard all this before. We have had several replacements some have taken 12 months. I'll believe it when I see it.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/23/2024

  We understand the customer's hesitance. However, the window has been ordered. The Service Manager is waiting for the eta so she can reach back out with a follow up.

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21321075
  
  I am rejecting this response because: I'll believe when I see it. I was told several times that the factory was going to have to come out to measure. Nobody has come to measure so I have my doubts that if it comes it will be the right size. This is based on past history of this same window. This is based on the fact that I gave the installers brown paper to make a pattern and saw them trace the opening and still the wrong window arrived. What are the chances of the window fitting when it did not fit even on the initial install of all the windows of the home.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21321075
  
  Still no resolution! We are approaching one year and still no resolution, 5 times and still nothing.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/28/2024

  We have partnered with the manufacture to send an entire new window VS just the glass. The glass they are sending is not fitting/solving the issue. Customer has been given an eta of 6/17 for new window.

  Customer Answer

  Date: 05/28/2024

  After 5 attempts and a full year still not done correctly. I have my doubts that the next one will fit any better. 

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21321075
  
  After 5 attempts and a full year still not done correctly. I have my doubts that the next one will fit any better.
  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/29/2024

  The customer requested the entire window to be replaced which we were able to confirm with the manufacture yesterday/ We even gave the customer an update yesterday with the eta and customer is aware it's a new window.

  Customer Answer

  Date: 05/30/2024

  I requested a year ago that the bad window be replaced. After many attempts over a 12 month period, this has not been done. The wrong window arrived, windows that did not fit arrived, a window that did fit was cracked and then back to ones that did not fit. All this, and after I even provided brown paper to cut a pattern. Now they say again they will bring one that fits. By the way this exact window did not fit at the initial order. I have requested nothing new.

  This company NEVER, after all the failures, sent someone to actually verify the measurements the window. The measurements on file are WRONG, I have told them of that fact every time they bring a window that does not fit. The very first window when we bought windows for the home was too small and they still insist on building this window to this incorrect  size.

  So yes, I have no faith that they will have it done right this time. Please prove me wrong.

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21321075
  
  
  

  I requested a year ago that the bad window be replaced. After many attempts over a 12 month period, this has not been done. The wrong window arrived, windows that did not fit arrived, a window that did fit was cracked and then back to ones that did not fit. All this, and after I even provided brown paper to cut a pattern. Now they say again they will bring one that fits. By the way this exact window did not fit at the initial order. I have requested nothing new.

  This company NEVER, after all the failures, sent someone to actually verify the measurements the window. The measurements on file are WRONG, I have told them of that fact every time they bring a window that does not fit. The very first window when we bought windows for the home was too small and they still insist on building this window to this incorrect  size.

  So yes, I have no faith that they will have it done right this time. Please prove me wrong.

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

  

  Business Response

  Date: 06/13/2024

  Instead of just replacing the fixed glass we are replacing the entire window....Frame and all. Customer was provided an eta of 6/17 on 5/28

   

   

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21321075
  
  I am rejecting this response because: we have heard that you will make this right for a year now. I'll beleive it when I see it. You have a poor history with past repairs.

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

  Customer Answer

  Date: 06/19/2024

  It is now the 19th no phone call from FHIA with an update on the 6/16 date the window was supposed to come in.

  

  Business Response

  Date: 06/20/2024

  The window arrived on 6/19. The customer was called on 6/20 and we have an installer scheduled for the install on 6/24.

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21321075
  
  I am rejecting this response because as I knew, they came and AGAIN, SIXTH TIME, it did not fit. One year six attempts and they cant get it right. The installers measured and took pictures of the measurements, they traced a papper pattern and still they can"t get it right. Nobody can give me a reason.
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/25/2024

  We ordered the entire window for the customer in the correct size. The order confirmation from the manufacture shows we ordered exactly what was needed. Unfortunately, the manufacture sent the wrong size. Our Service Manager ************************** called the manufacture and the purchasing manager to let them know. They have put a rush on the new order and the customer has been updated.

  Customer Answer

  Date: 07/16/2024

  Here it is July 16, the last window did not fit and we have heard nothing about another attempt. 

   

  

  Business Response

  Date: 07/17/2024

  Service Manager ************************** spoke with the customer to provide the eta of 8/5.

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21321075
  
  I am rejecting this response because: I have heard this over, and over, and over, and over, and over, and over again. The installers come measure, apologize that it won't work, give them water and say see you next time.

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

  

  Business Response

  Date: 07/19/2024

  Good afternoon, we are unbale to see the rejection as there was nothing attached. on 7/17 Service Manager ************************** spoke with the customer to provide the eta of 8/5.

  Customer Answer

  Date: 07/23/2024

  The case has not been successfully resolved. Continuing to say that it will be fixed but then not actually fixing the window is just talk. FHIA has attempted and failed numerous times to ACTUALLY provide a new window over about 12 months. So yes I reject the cheap talk and expect a true resolution, a new properly fitted window.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21321075
  
  The case has not been successfully resolved. Continuing to say that it will be fixed but then not actually fixing the window is just talk. FHIA has attempted and failed numerous times to ACTUALLY provide a new window over about 12 months. So yes I reject the cheap talk and expect a true resolution, a new properly fitted window.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/05/2024

  We sent a response on 7/17 and 7/23.

  Good afternoon, we are unbale to see the rejection as there was nothing attached. on 7/17 Service Manager ************************** spoke with the customer to provide the eta of 8/5.

   

  Newest update....Truck from ******* is delayed due to Storm. Once product arrives, we will be calling the customer to schedule

  Customer Answer

  Date: 08/07/2024

  This is why i did not accept their response last time. Today is the 7th and the installers are packing up the wrong size window again,  this is 6 or 7 times. 

  Just want to note that two windows ago the replacement fit but was cracked so it is possible to make a window fit but they refused to use the paper template that was made, they refused to use the measurements the installers took, the refused to send someone else to measure.

  They appear to be incompetent. What are they going to do now?

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 21321075
  
  
  

  This is why i did not accept their response last time. Today is the 7th and the installers are packing up the wrong size window again,  this is 6 or 7 times. 

  Just want to note that two windows ago the replacement fit but was cracked so it is possible to make a window fit but they refused to use the paper template that was made, they refused to use the measurements the installers took, the refused to send someone else to measure.

  They appear to be incompetent. What are they going to do now?

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

  

  Business Response

  Date: 08/14/2024

  Service Manager ************************** spoke with the customer on 8/8/24 and apologized for the Manufacture sending the wrong piece again. Ta'**** spoke with the Vendors head management. She specifically gave them the exact measurements. They assured it will be shipped properly with a backup as well.  Ta'**** is keeping the customer updated.

  Customer Answer

  Date: 08/20/2024

  2/20/24 was the date of this complaint. Today is 8/20 and more promises made. What are the odds that this time it will be good?

  Customer Answer

  Date: 08/21/2024

   
  Better Business Bureau:
  
  2/20/24 was the date of this complaint. Today is 8/20 and more promises made. What are the odds that this time it will be good?

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