Impact Windows
Lock Tight Impact Windows, Doors & Roofing IncComplaints
Customer Complaints Summary
- 66 total complaints in the last 3 years.
- 29 complaints closed in the last 12 months.
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Initial Complaint
Date:06/17/2025
Type:Service or Repair IssuesStatus: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 main door and one window were acquired in November 2024. The installation took place on April 28, 2025. (6 months since acquired)The main door did not close correctly. They left, saying they would come back for the final inspection (city permit) and finish the job.Then I received "threatening" calls from the manager that if I did not approve the work, they would not ask for the final inspection, and so they could not finish the job. They needed the "approval" for the loan to be paid to them. They promised that they would fix the issues, as stated in the contract. So I ended up yielding to their threatening demands and "approved" the installation."I sent a picture of the issue to Manager **** ***** on 4/29/2025. No response.The city came (5/22/2025) and provided a partial final because the window broke during inspection, and the door was not yet fixed. Needless to say, the job was also not finished (covers and removal of stickers). A manager attended the inspection, but there were no installers.I have been texting or calling once a week since the installation (going for 6 weeks now), prior to the city visit, asking for remediation, and all I get is "I will coordinate and schedule with you" or a similar version, but lately, they do not even respond. Expected resolution: FIX the job. Pass/close final inspection.Recommendation to buyers: Do not buy. Unreliable product. No company installers. Aggressive billing. No post-installation support. Do not care for customer satisfaction, only pushing the product.Business Response
Date: 06/25/2025
In reference and response to this complaint, we note the customer has received response, both from our project manager **** and other personnel, including their installation crew. We have uploaded log images of the calls (zero) and messages that PM **** received (and responded to). The customer was also told their installation supervisor was going to check out the door issue as well. On 5/22, an intermediate inspection was approved (this was NOT a partial final but a full approval of an in-progress inspection - and this was also not needed for their financing), and their installation crew and supervisor did assess and attempt to correct the door situation at that time. They made us aware there might be additional issues with the door leaf which prevent its closing properly, and as of 6/2 and 6/17 we are attempting to schedule a time for PM **** to return and investigate further. (If there is a more serious situation with the door leaf, this will be cared for under the products warranty, so long as it is not traceable to a pre-existing condition which does not appear at this time to be the case.) At the same time, we do expect to resolve some windows issues necessary to be dealt with prior to the customers actual final inspection from the City of *****.
We apologize the timeline to completely resolve their project is not to the customers full satisfaction. Understand that we start anywhere from 30 to 60 projects EVERY WEEK, and work to bring all to completion as swiftly as possible. When there are issues, we attempt to resolve them as soon as personnel, customer and/or materials availability allow, but this will not always be as fast as a given customer (or ourselves) might prefer. This particularly affects our project managers, who are involved in all such projects and are consequently scheduled very tightly. Multiple such issues appear to be the case with this customers project, unfortunately, but we will continue to work through them as quickly as we are able. We have requested additional emphasis be placed on this project for this purpose.
Initial Complaint
Date:06/08/2025
Type:Service or Repair IssuesStatus: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 writing to address the ongoing issue with the improperly installed door frame. Despite previous attempts to repair the water intrusion, the problem persists due to inadequate installation. This has led to increased damage in the area, causing significant concern.I request a thorough reassessment and proper repair, including replacing and waterproofing the door framing according to our contract. Immediate attention to this matter is crucial.If unresolved, I may have to explore alternatives, including seeking outside contractors or legal action, to protect my property.Please contact me to discuss the necessary corrective steps.Business Response
Date: 06/23/2025
Omitted is the fact that there were existing two layers of non-permitted, illegally installed wood decks and a non-permitted structural build up of a door opening all done prior to our job starting and unbeknownst to us. We presume the person filing the complaint was not made aware of these facts prior to sending this. The change order mentioned is a reasonable solution to these pre-existing conditions (which are excluded in our contract and documented by various photos sent to us by the property owner, as well our own install photos showing the condition when we started). Details of that solution (the change order mentioned) are as follows:
Due to the removal of the previously installed deck, the sliding glass door and all remaining existing concrete will require removal. Once removed, Lock Tight will fill the gap with a wood 4x4 cut to fit and install Protectawrap around bottom of wood framed opening to create a waterproof seal/barrier to prevent any additional water intrusion. Sliding glass door will
be then reinstalled and sealed. Lock Tight can come back a few days after reinstallation to perform water test. Lock Tight will warranty any leaks or deficiencies that may come from any work performed on this door.This change order has been executed and paid for, at this time; we will perform all work as agreed to ensure the integrity of the customer's installation.
Initial Complaint
Date:06/03/2025
Type:Order IssuesStatus: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.
In January 20th 2025, I signed a contract with LockTight Impact Windows and Doors, *** (hereafter *** from *****, ** in the amount of $22,000 for the all-inclusive replacement of my windows and doors for new, hurricane resistant units. The contract had 2 change orders, the 1st replacing the color and the 2nd, changing the design of the front door.On May 13th, the product was delivered and installation began however, there have been several issues with the quality of installation, including poor quality finishes and damage to my property. On May 16 I sent an email to Mr. **** ***** describing multiple issues, most importantly, the fact that each door has 2 holes for lock installation when only 2+1 (2 on one side and 1 on the other) is necessary. This is how the previous doors being replaced were; this topic was never brought up by **** ***** person, **** ********. Mr. ******** identified himself as an expert with ~30 years in the industry, hence I believe it was his responsibility to ask about the number of holes in each door. Mr. ***** indicated he would consult with the *****person and the company about the door replacement as he needed approval to process. Even after multiple follow up communications and Mr. ***** addressing some of the other concerns, he never again responded to the door replacement ******** date I have fulfilled all my contractual obligations as I have paid in full for the contract however, the windows have not been yet inspected by the city and Mr. ***** has not responded to my remaining concerns. Installation was completed on May 15th. In the time thereafter I have fixed some of the installation issues, such as repairing the damaged paint and wall ********* aim from this claim is:1.- For ** to fulfill all their contractual obligations in a responsible manner.2.- For ** to replace the 2 doors that have 2 holes each for doors with 1 hole each. 3.- For ** reimburse me for the repairs and window cleaning in the amount of $1,000.Business Response
Date: 06/17/2025
Our general contractor ***** ******* has been in touch with the customer, and is working with them to satisfy the door issue. We appreciate the customer's willingness to do so, and look forward to a resolution on the door satisfactory to all. We have additionally tasked the install crew to provide the necessary photos required by the municipal inspector to obtain full approval on the project's permitting and close out the job successfully; we recently (as of today, 6/17) uploaded those to the inspection documentation online, and have reached out to the inspector for his approval of the photos to get that inspection. Final inspection is confirmed for 6/19.Customer Answer
Date: 07/03/2025
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.Thank you to both the BBB and Locktight for following up on my concerns.
Sincerely,
******* ********Initial Complaint
Date:05/29/2025
Type:Service or Repair IssuesStatus: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.
Front door was to supposed to have a design. Its been five weeks since they finished the job and still the front door has no design.Business Response
Date: 05/30/2025
The customer was first contacted in regard to his door decoration on 4/24/25, as shown in the attached image. We have been informed that the customer finally responded to our specialist as of yesterday, 5/29/25, and has been scheduled.Initial Complaint
Date:05/15/2025
Type:Service or Repair IssuesStatus: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.
This company canvased a neighborhood that has a clear no soliciting sign up. This company called me after I said no 6 times. When I contacted the company the *** said we only called you 6 times. I said that's 5 times too many after I said no. Now 6 times is all they have accounted for . I have over 15 calls + in my call history from numbers that are changed to hide that they are calling. I want this company to cease all contact with me. This is harassment.Business Response
Date: 05/15/2025
We have reported the customer's complaint in regard to the canvassing of his neighborhood to those reponsible.
Otherwise, although we acknowledge there were six attempts to reach out to him while he was still considered an active prospect, we have had NO direct communication with the customer JANUARY 6 of this year. We have attached screenshots of this record for review, showing ultimately the customer was noted as having "No Interest" after which there was no attempt to reach out.
Customer Answer
Date: 05/15/2025
Complaint: 23332483
I am rejecting this response because: These numbers with no names are all representing LockTight. And just because your notes say no contact has been made since January 6 does not mean that contact has not been made and NOT notated. Please look into your companies name being used in scam calls if you have truly ceased contact attempts.
Sincerely,
******* **********Business Response
Date: 05/15/2025
LockTight's official policy is that ALL such calls and call attempts must be documented in our system, and as shown our internal logs are clear after 1/6/25; we have no reason to attempt further contact, and it was made clear all such is to cease. If the complainant has message recordings, voice to text or other hard proof clearly showing these calls are indeed ours, we will be pleased to forward that to the responsible parties as we have their canvassing claim. We cannot otherwise prove a negative.Customer Answer
Date: 05/15/2025
Complaint: 23332483
I am rejecting this response because:The burden of proof is not on me. Policy whether official or not is not always followed by everyone as any employer knows. I don't have a disclaimer to record individuals who call me. The complaint remains.
Sincerely,
******* **********Initial Complaint
Date:05/11/2025
Type:Order IssuesStatus: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 5/11/2025 I received a notice ES Windows is planning to lien my home due to unpaid money from Locktight impact windows. I have never purchased windows and doors or any product from lock tight windows. The notice advised lock tight did not pay for windows for my home for which I did not order, have a contract with or plan to do any business with locktight. ES windows advised Locktight Impact gave the order number ******, but we have no contract for windows with locktight for any windows from ES windows.Business Response
Date: 05/15/2025
The Notice to Owner which the complainant received was issued in error by ES Windows. As stated, his project with us was canceled in rescission as of 8/6/2021, with no product order; however, due to a numerical anomaly the complainant's account was registered instead of the correct account, resulting in the Notice being issued via the third party used for the purpose. We immediately notified ES Windows of this error, after receiving notice of this complaint, and they have issued retraction of the notice along with their apology (received just prior to this response). We have attached that here, and will be emailing it separately to the complainant for their records.Customer Answer
Date: 05/19/2025
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:05/06/2025
Type:Sales and Advertising IssuesStatus: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 signed an agreement with this company last September and the project was done last week but not completed. The door they had ordered was not at the right measure. The price for all 10 windows and 3 doors was $25,000. They just informed that that due to some rooten wood and the door they had to reorder, the additional cost will be $22,000. I am outraged by thir doubling the price and need help resolving this issue with this company, that pays their customers for their review (I was offered a $100 Amazon gift card for my reviews).Business Response
Date: 05/06/2025
The customer is completely mistaken.
First, their door was not mismeasured. It was measured correctly against how structures like this normally present with wood and/or concrete framing; and the door ordered would have been installed with little issue had such been the case. However, when her structure was opened up to remove her old door and add the new one, it was found that there were structural steel beams in place along the opening. There was no way of knowing this was the case until we removed the old door. A new door was therefore unavoidably required to work with the unexpected presence of this steel structure, and has already been ordered at this time.
Second, the customer is entirely mistaken about the cost represented. The actual amount in addition needed to cover the new door and for the rotten wood properly noted is $2,200.00 (two thousand two hundred), NOT $22,000.00 as claimed. The contract is not doubled, only increased from $25,000.00 to $27,200.00. (A copy of this unsigned agreement - which has separately been sent to the customer via ******** for its approval - has been added in support of our reply.)
Lastly, we would note the customer's unwarranted profane treatment of a number of personnel at our offices over her mistaken understanding of this situation and the actual cost involved.
Customer Answer
Date: 05/10/2025
Complaint: 23292795
I am rejecting this response because:Our agreement (attached) clearly states on its 1st page that wood replacement is included in the price, therefore I cannot be charged extra because of rotten wood. There is also no indication that the price of the door could change by several thousand dollars. The only indication of a price change is on page 11of 27, where it states that a labor charge of only $150.00 per opening could be incurred.
I also barely ever received a phone call from this company since the contract was signed on September 26th 2024, which has created a lot of frustration. My windows were finished being replaced on May 1st, and I had to make more than 6 calls over 3 days to get an answer about the wrong door being installed. I have not gotten any update about the inspection pending, more than 10 days after the installation was done.
I am therefore demanding that the proper front door, which was agreed upon, is installed without additional charge and that the permit be closed on a timely manner, or I will have to consider our agreement null and void.
Sincerely,
******* **********Business Response
Date: 05/13/2025
Much of this is incorrect.
What is clearly stated on the 1st page of the customers contract with us, under Special Instructions, is that Woodbuck is replaced in every window. This refers to the bucking used to frame out openings in walls for the installation of windows and doors. This does NOT refer to damage/rotten wood found in adjoining structure which must then be repaired/replaced in order to install the bucks and windows/doors. It also does NOT refer to the additional damage to interior and exterior surfaces or structure adjoining caused by repairing the rotten wood, that must then also be repaired. (We have provided photos of some of the damage, taken prior to demolition and uncovering the full extent.)
What is referred to on page 11 of 27, under Condition of site of residence is if a customers home has any or all openings of wood frame instead of standard concrete block construction, as additional labor is involved in the process of working with those openings. Such are always separately quoted and addressed by change order. This again does NOT refer to the issue of finding damage from rotten wood and structure or the additional repairs incurred dealing with such.
In regard to the customers inspection, this cannot be undertaken until the correct replacement door is received from ES Windows. In the meantime, what the customer is terming the wrong door being installed is a temporary door able to fit the opening, fortunately available in our warehouse and provided solely for the purpose of securing her front entry until the replacement is received.
We have, as mentioned previously, already ordered the replacement and are bringing it in on as expedited a basis as possible; inspection will follow, so long as contractual obligations which precede it have been met. We do NOT acknowledge the demand that this occur for no additional charge; between the rotten wood and hidden steel structure found at her entry necessitating the replacement, the company has incurred considerable extra expense for which it is reasonably due compensation per the change order provided.
We sincerely hope the customer will finally acknowledge this and agree to the change order, so we can move forward without delay once the replacement door is received, to install, inspect and finally close her project in as expeditious a manner as possible given the situation. Under all circumstances, we will proceed as provided for under the terms and conditions of the customers contract.
Customer Answer
Date: 05/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and agree to move forward to avoid further delays. I do not have an updated contact, as the link sent has expired.
Regards,
******* **********Initial Complaint
Date:05/04/2025
Type:Order IssuesStatus: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.
Dear BBB,Im filing a complaint against LockTight Impact Windows, Doors, & Roofing, **** regarding a roofing job at my home. I signed a contract for a new roof at $25,500. After the job's roof shingling, the company demanded an extra $5,850 for lumber, but they never gave me a written change order or got my approval beforehand, even though the contract said they had to.When I asked about the charge, they threatened to put a lien on my home if I didnt pay. I asked for documentation, and none was provided. During the work, I also spoke to some of the crew who said they werent licensed or insured, which concerns ***** an elderly homeowner and feel pressured and misled. Im asking the BBB to help resolve this and hold the company accountable. I want the charge reviewed and to make sure LockTight follows proper practices with paperwork and subcontractors.Thank you. Sincerely,******* ******Business Response
Date: 05/09/2025
There are substantial differences between what the customer presents and this situation as it exists.
Weve attached a copy of the change order for the additional materials, which was first sent to the customer via DocuSign email on 4/24/2025. We have also included a screenshot of the DocuSign folder information in support of this. As noted on the change order, we were required to replace fascia on the customers home, including lengths of double fascia. The first 30 linear feet of fascia are free of charge; any additional fascia is charged at $15.00 per linear foot. (These terms are stated in writing on the contract, as we will discuss shortly, and are inclusive of both material and labor.) A total of 340 linear ft. of fascia (185 ft. being double fascia) for $5100 and 50 linear ft. of sub fascia for $750 were required.
Per terms of our contract (see attached copy of customers contract, signed 3/16) we cannot and do not seek customer approval for such additional materials and the repairs they involve. When we open up a roof for replacement, we are required by law to repair such damages as we find as quickly as possible, and seek any additional compensation required for it from the customer afterward. This is to the customers benefit as awaiting any approvals or similar could easily result in additional damages from ************** frequent storms among other potential issues that could arise. Details for how this is charged is provided in the Miscellaneous section on all our roofing contracts (in this case, please reference page 4 of 31).
We provide all customers with documentation of such charges in the form of change orders (such as the previously mentioned and attached) and detailed photographs of the extra materials and work. Photos of this work on the customers property were offered to be provided along with their change order, but the customer has refused to allow us to even consider them previously. We have uploaded a selection of these photos in supporting examples.
LockTight Impact Windows, Doors, and Roofing, **** is a fully licensed contractor with the state of Florida; our license numbers are included on our contracts (see page 1 of the attached contract). In addition, we maintain full insurance for our crews/projects.
All basic customer documentation is available to them on request at any time; no such separate request was made by the customer, or we would have been quick to provide it in the interests of working with them and coming to an agreement.
Dispute arose from the customers refusal to consider the documents and photos that were/are available, and refusing under all circumstances to pay for the additional required repairs. The intrusion of the customers son into the matter did not help this issue, instead serving to exacerbate it. Had the customer been willing to discuss and negotiate this situation with us, we would have been pleased to work with them and potentially offer discounts. But completion of their installation and approval of their municipal final inspection coupled with their continued flat refusals have forced this matter into our legal process, including recording a contractors lien to protect the companys interests and turning the file over to our legal team to pursue and conclude the matter.
Business Response
Date: 05/09/2025
Attaching the unsigned change order that should have been included with the original response.Initial Complaint
Date:04/29/2025
Type:Product IssuesStatus: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.
Beware, salesman shows you samples and tells you *** makes special extra plastic reinforced Elite window just for them, which upon research and phone calls ES denies. Furthermore, **** ******** and co refuses to send me back my check in mail marked voided. *****. I stopped payment but i want my check back. Period.Business Response
Date: 05/07/2025
We affirm that ES Windows' Elite series windows are excellent quality aluminum and glass construction, and a top industry standard impact window or door. We cannot otherwise speak to the customer's claim of what they were "told" as that is entirely hearsay.
Per their sales representative, this check was sent out last week in return, via ****. They should hopefully receive it in the next several days, although the matter is moot as 1) they have already stopped payment on the check, and 2) it cannot be successfully deposited by other than LockTight Impact.
Customer Answer
Date: 05/07/2025
Complaint: 23263327
I am rejecting this response because:
They misrep about special elite windows, no "hearsay", direct from their salesman, so big lie, and they forced me to stop payment. All sketchy, yes check in mail ? Looking for it. Owe me $30 stop payment.
Sincerely,
******* LangBusiness Response
Date: 05/07/2025
We unequivocally reject all the customers assertions in their rejection.
The customer significantly misrepresents our ES Windows offerings and what would have been related to her. We emphasize: LockTight offers ONLY ES Windows' all-aluminum and glass impact-resistant products in their Elite and LT *********** series lines, and we are their largest residential retro-fit retailer for these products in the **** ES Windows aluminum lines do NOT feature plastic of any substance in their construction and would NOT have been presented by our sales team as having such.
While ES Windows does have a new line of vinyl (plastic) impact-resistant windows and doors, LockTight does NOT market or sell them and they would not have been presented for that purpose. We have in past offered the vinyl line produced by Custom Windows Systems out of *****, *******, however, interest in and sales of this line have been minimal for an extended period as of this date.
If they have documented proof showing our sales representative told them otherwise on any of the above, the customer should provide it immediately for us to respond to and act upon. Otherwise we seriously suggest that they proceed with caution in presenting such unsubstantiated claims and hearsay in this manner on a public forum.
In regards to the customers check, it has been returned undeposited via regular mail. This fully discharges any responsibility we had toward the customer; and we reject the assertion that anything further is owed to them based on what they chose to do, including escalating this issue in such an unwarranted, aggressive and public manner.
Customer Answer
Date: 05/07/2025
Complaint: 23263327
I am rejecting this response because:
They refer to nothing pertinent in my complain, and furthermore serve themselves in this answer as advertising their scam/fraud. They are outright misrepresenting their priduct and their honesty. . Everything. All a bunch of lying frauds. Period.
Sincerely,
******* ****Initial Complaint
Date:04/28/2025
Type:Service or Repair IssuesStatus: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.
during the first week of April 2023 i had windows and a door installed at the above location from the above mentioned company. In July of 2024 i came home and discovered that one of the windows in my bedroom had a damaged and immediately informed the company since the item was still under warranty. After a lenghty delay i was asked to pay a fee to facilitae honoring the warranty which i did on October 21st 2024. The fee was $182. After again months of delay i was told that they would do the install on the end of January 2025. When they arrived they discovered that the wrong size was ordered and delivered which meant more delays. on Thursday 24th 2025 they informed me that they had the product and would be out to install yet again. again the wrong size was brought to my house. Now each time that they attempted to do the job i took a whole day off which meant loss of pay etc. this time however the technician called me back after he left my house to inform me that the correct size window was indeed at the warehouse and he received permission from his superior to complete the install on Saturday 26th at 9am. On Saturday i waited all day and no one showed or called. i left messages with their answering service asking a representative to call me back on Monday early to resolve this. No one did. i had to initiate a call at 930am. i was promised a call back but no one did by the end of the buisness day. This has been the same nonchalant irresponsible and unethical behavior that the company personel has demonstrated throughout the process. Nobody has shown any urgency or any attempt to provide a descent after sales ********** of now i am unsure if i am ever gonna get the window replaced or maybe get an attorney involved.. i finally spoke with a Quality control representative late this evening but he had a medical condition and once i mentioned the BBB he decided to terminate the call Hopefully a call or correspondence from your office may helpBusiness Response
Date: 05/09/2025
There were some misunderstandings between us and the customer on a number of issues, and miscommunication internally which led to the incorrect replacement glass at first being ordered. We apologize for these. The correct replacement glass for the customers window was immediately reordered for the correct one as soon as we discovered this error, brought in as quickly as we were able to manage in concert with ES Windows, and has been successfully replaced as of Saturday, 5/3.
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