Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/11/2025

  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 began working with LockTight in early 2024 and began install of hurricane windows in May. Install has not been completed as of March 2025. We have encountered numerous problems including:- crew not arriving after we scheduled time off work - Amin staff, site managers, and owner have all failed to communicate and have ignored emails for weeks - existing hurricane protection (metal shutters) were removed months prior to install leaving our home vulnerable during hurricane season - windows not properly measured (twice)- missing windows and doors on 3 occasions - company pulled a credit report without our consent because too much time had elapsed since the beginning of the install - Permit has now expired and we are waiting again We simply want the work done. Unfortunately we have paid in full, but the work has not been completed. Should this not be resolved in a timely manner, legal counsel will be sought.

  

  Business Response

  Date: 04/03/2025

  Customers permit is active - it was successfully renewed with Pembroke Pines as of 3/18 - and we scheduled that same day an in-progress inspection with the city for 3/31/25 which was successfully approved. Current status of account shows it needs final inspection, and we should be scheduling with the customer first to perform necessary finishing work and then the final inspection itself. We will inform service and inspections departments of this response and urge them to move these items as quickly as possible for the customer.

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23052121
  
  I am rejecting this response because: The work is still not complete.  Crew came out today only to discover that 2 screens that do not fit.  They are for the windows that were mismeasured TWICE,  MONTHS AGO.
  Please be sure proper measurements are taken and screens are reordered.  
  I am so unimpressed.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 05/07/2025

  Various personnel including our general contractor are in regular contact with the customer, attempting to work with them on their various issues and close this project. We do not have details or any timeline/ETA that we are able to share publicly. We apologize that this is the extent of what we can reply with, and essentially what we will be able to provide going forward to any further extensions of this complaint.

• Initial Complaint

  Date:03/08/2025

  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.

  Locktight Windows and Doors started the job of installing my windows and doors in October 2024. I was told the work would be completed before November 4th. The crew they left to do the removal and install were very sloppy. The Crew told me this was their first day working for Locktight. They put (deep scratches) on my floor and they would leave a mess after they left at the end of the day. The company says they no longer work for Locktight. When November 4th was here and they supposedly had the windows installed, I was asked for full payment. When I explained to them the work was far from being complete, I was told the contract read I needed to pay total price after windows were installed. I was told they would come finish all the other work. I went ahead and paid but after I paid it has been very hard trying to get someone to come out to finish the work. They finally sent a crew out in January.(1 day) They still didnt complete the work and final inspection is needed. I called the inspector's out and was told the work was not done correctly. Locktight finally sent a crew in February (1 day) but the work still was not completed. The crew that came out in January took the labels off the windows and Although I told them they were not supposed to remove them, they said it was on their work order and they still did. I tried calling the project manage (****) and also the customer service rep ******** but no one answered or got back to me right away. I then was contacted by the production manager ***** on February. 11th. She told me she would make sure all the work got completed and have the final inspection. She also told me not to contact ***** anymore as she was handling it now. After several attempts to contact her, she finally got back with me and said they were waiting for labels and she couldnt give me an estimate of how long it will take to get them. Its now March 8th 2025 and Im still waiting for the job to be completed and pass inspection.

  

  Business Response

  Date: 04/03/2025

  We are in process of moving the customers project to final inspection and completion as scheduling of available crews allows. We were out to their location on 3/28 with a substantive list of adjustments and corrections to accomplish; and subsequently, we have a service appointment mutually scheduled for tomorrow, 4/4, to finish that list as needed to get to final. We should hopefully be able to schedule a date for final after tomorrows visit.

  Customer Answer

  Date: 04/05/2025

   
  Complaint: 23037488
  
  I am rejecting this response because:
  
  The crew showed up yesterday 4/4/25
  but did not complete the work and only worked for 4 hours. I don't understand why Locktight would send the crew out to make repairs for 4 hours when there is a lot of work that still needs to be completed. The crew left a mess as shown in 1 of the pics attached and I have others.  They also scratched up the frame on the outside of front door  when attempting to remove some of the caulking off the frame. They did not do a good job on that task and there are still other windows inside and out that has caulking on the frames.
  This is  suppose to be a professional company and they are sending out amateurs to do repairs and also sent out amateurs for the installation, which is why we are now having to do repairs.  The crew has been to my house on 6 different occasions to do repairs and still not finish.  Now we need repairs to fix the repairs. 
  
  
  I also spoke to a Mr ****** about replacing the scratches on the floor as ***** had me give them an estimate for the repairs. I called out a company and sent them the estimate.  A guy by the name of Mr ****** gave me a call and advise me that I needed to give a favorable review first and then they would give me the monies for the repairs to floor( that I sent them). That is what we call a bribe. 
  
  
  There is still a lot of work to be completed to include removing caulking from frames of windows and doors inside and out. Floor caulking repair by front door, frame is now scratched up, and painting need to be completed inside and out. Also the quote I sent for scratches on the floor.
  
  
  They have set another appointment for Wednesday 4/9/2025. I hope this is the final appointment for repairs but I am not hopeful at all.

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

  

  Business Response

  Date: 04/09/2025

  This is not satisfactory. This project is still underway, and we are doing necessary work to get us to an approved inspection. Once we have that approved inspection, we can then proceed to proper cosmetic issues. Everything will be done as per contract, to include ***** if they supply the material. And the customer has been told we would be address additional of their issues (such as flooring) AT THAT TIME, not before.

  If the project were considered done on our end and we had no willingness to work with the customer or address any of their concerns at all (particularly given how it has dragged along), we would understand this result. But we *are* attempting to cooperate with a quite difficult customer, and would appreciate a little more understanding and leeway in that process.

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23037488
  
  I am rejecting this response because: The repairs Locktight has done poor repairs and Everytime they send a service team out the repairs or not completed in a professional manner.  The inspector came out on 4:6 and fail the inspection.  The service team came out prior to that and also on 4/6 and repairs are still needed. I have sent pictures to Locktight showing the results of repairs and there are still repairs thats needed.  I dont understand why I am being called a diffuse customer.  I am a concerned customer that has paid all the funds for my install and yet my install has not been completed properly. I have asked the question about the floor repairs to 3 different people in an email and they do not respond.  Its been pass 6 months and I cant put up my window blinds until this job is completed.  How much longer do I have to wait??  
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 05/06/2025

  We are in contact directly with this customer instead of working this issue through the BBB, and continue to work to close this job. We spoke with the service department manager, who confirms that the customer has in their possession the direct contact for our head service technician as well as their own, and we have responded to her previously and will continue to do so as we continue to try and close out her project. We are also working with the installation crew to get them to correct issues and complete their work so we can successfully pass final with her municipality. We do dispute the customers characterization of our work, primarily because the project is not finished. There are issues that have arisen out of the most recent inspection, which do include some engineering issues that need to be cleared, but we are working to clear those as quickly as we can. Again, this has the direct attention of both the service department manager and our head service technician.

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23037488
  
  I am rejecting this response because: I dont trust this company to complete the installation properly.  They know the installation was not done correctly, and yet they are trying to mask the problems instead of completing the repairs the way they should have in the beginning.  I contacted  ***** and ***** on May 2nd as I had not heard from them since April 16th( when the  inspection failed).  They responded on May 5th advising me they were still waiting on an engineer letter but couldnt give me a time frame of how long it would take.  I asked about other repairs that still needed to take place and got no response.  They ignore me everytime I ask about other repairs needed.  I do not trust this company to do a proper job and I see no urgency from the company to get this job completed.  This is not fair to me( the customer).  It should not take a whole year to have windows installed.  Its very frustrating for me and especially since I am being painted as a difficult customer.   There is no professionalism with most of their staff and I am thankful that at least I get to communicate with *****. 

  
  Sincerely,

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

  
  
  

  

  Business Response

  Date: 05/09/2025

  We understand the customer's position thoroughly (it has not changed at all).
  
  Ours remains the same as well: We are in contact directly with this customer instead of working this issue through the BBB, and continue to work to close this job. We spoke with the service department manager, who confirms that the customer has in their possession the direct contact for our head service technician as well as their own, and we have responded to her previously and will continue to do so as we continue to try and close out her project. We are also working with the installation crew to get them to correct issues and complete their work so we can successfully pass final with her municipality. We do dispute the customers characterization of our work, primarily because the project is not finished. There are issues that have arisen out of the most recent inspection, which do include some engineering issues that need to be cleared, but we are working to clear those as quickly as we can. Again, this has the direct attention of both the service department manager and our head service technician.

  We regret this is not satisfactory to the customer; however, this is our process, and we will continue to follow it until we do successfully inspect and complete (as we have mentioned directly to the BBB). The customer knows who her contacts here are and what they are doing (timeline notwithstanding), and can reach out to them at any time for updates. We cannot provide better information than that in these continuous rejection responses.

  Customer Answer

  Date: 05/10/2025

   
  Complaint: 23037488
  
  I am rejecting this response because: when I reach out to the company asking about repairs that are needed, I do not get a response.  Knowing whom to contact is not a solution as my text are unanswered.  While the company is waiting on a letter that they have no idea on how long it will take, why not get the repairs completed that are needed?  That is the question I have asked on numerous occasions but have not gotten an answer.  They know they have my floor to repair as well because they asked me to get an estimate and I gave it to them.  I have been told they would pay for this repair but I have not gotten the funds to move forward with the repair.  They are not in fact working with me as I am the one reaching out to them and getting no response. 
  
  

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

  

  Business Response

  Date: 05/16/2025

  We have informed the service and inspections departments of this latest rejection by the customer and asked them to reach out. They said they have been in contact but have no other details beyond we are working to get her project to inspection (which is the next step in the process). Best contact for the customer to reach out to (if she does not already have it) is ************.

  Customer Answer

  Date: 05/30/2025

  I contacted Locktight Wednesday May 28 and spoke with ***** on May 30 as I had not heard from them since May 2nd.  I asked again about the engineering letter and they had not received it and still could not give me a. Estimate of time as to when they will receive it.  My text went to *****,  ***** and Mr. *************  ***** called me to let me know ***** no longer worked with the company.  I advised her I was very stressed about this job failing inspection and it would soon be hurricane season in a a couple of days( june1st).  I asked that they keep me updated on status of Engineering letter as the only time they check for status is when I call them.  I just want to get this job completed so I no longer have to deal with this company.  

  Customer Answer

  Date: 05/31/2025

   
  Complaint: 23037488
  
  I am rejecting this response because: Locktight never reaches out to me.  I reached out to them on Wednesday 5/27 on text after nit hearing from them for almost 1 month.  I was told by ***** that she would contact me that day via text.    She did not.  I reached out again on Thursday and she finally got back with me on Friday.5/29.  She informed me that she still does not know when they will receive the engineering letter and also could not give me an estimate of time it would take to get it.  I do not want this case closed until my windows and doors have passed inspection and all the repairs had been completed to my liking.  Right now there are still many repairs to be completed. 

   

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

• Initial Complaint

  Date:02/26/2025

  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.

  Based on the next installer (2nd inspection) availability date of March *******, it will take over two months and COUNTING to complete my impact Windows installation? My windows have no blinds and the blinds can't be installed until after Lock Tight finishes. Can someone tell me WHY it is taking so long? I have escalated to ***** and then **** and neither will help speed up the series of delays, even after Lock Tight is the cause. I work full time and don't have the luxury of calling Lock Tight repeatedly for information and/or followup.Lock Tight does not have quality control and repeatedly I see no communication between installers, schedulers and management.

  

  Business Response

  Date: 03/14/2025

  The customers project is scheduled for continuing punch out to complete that part of his job on 3/20/25. After that is done, if he is available we can hold final inspection on 3/25/25 to finish closing out his project.

  Our director of quality will be calling the customer to discuss this with him, and to confirm the dates mentioned

  
  

  Customer Answer

  Date: 03/24/2025

  Hi

  Lock Tight did finally show up op 03/20/2025. Two installers worked most of the day to fix and restore almost all of the windows. Only one issue at this time. They did not complete one of the sliding glass doors in the lower left. I have attached a photo for your viewing pleasure. 

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 22993776
  
  I am rejecting this response because:Lock Tight did finally show up op 03/20/2025. Two installers worked most of the day to fix and restore almost all of the windows. Only one issue at this time. They did not complete one of the sliding glass doors in the lower left. I have attached a photo for your viewing pleasure.
  
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 04/03/2025

  We have noted the picture the customer provided, and passed it to our service and inspections departments so it could be dealt with for purpose of their next inspection.

• Initial Complaint

  Date:02/16/2025

  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 hired Locktight to install hurricane windows and doors in 2021. When they did the install, they dropped a door on my dining room tile and cracked several tile. In the family room, the frame of the slider was installed backwards causing water to come into the house under the flooring and damage it. Locktight will not do anything about the floors. Locktight damaged the floor and should be responsible to compensate us. We have to replace the whole downstairs floor as a result.

  

  Business Response

  Date: 03/14/2025

  In regard to the tile damage, we examined photographic evidence - the tile involved is old and shows regular wear & tear damage already pre-existing. This is not something we are willing to accept responsibility for.

  On the issue of laminated flooring, we have offered $500.00 compensation which we feel far exceeds any damage that might have been caused by our installation. However, to release a direct payment of this sort, company policy requires the customer agree to non-disparagement. This was offered to the customer in August 2024, and the customer refused. We are still open to this settlement, if the customer is now willing to agree to the non-disparagement.

  
  

  Customer Answer

  Date: 03/25/2025

  On initial installation when Locktight installed the windows and sliding doors, the workers dropped the back slider on the dining room floor cracking 7 tile.  The tile in that room had no prior damage.  Tile is older but in great shape.   This would not be an issue if they didnt drop the door.   On July 24. 2023 ***** ***** from Locktight sent us a legal agreement to sign for $1000 for the tile damage.  We were in the process of reading the documentation and all the legal terminology.  Locktight wanted us to take down our negative comments on the ****** reviews.   We took too long and on July 27. 2023 they removed the offer.  In Jan/ Feb 2024 after we complained to Locktight about damage to the laminate floor in the family room, they came out and detected the frame of the slider on the bottom was installed incorrectly causing water to come into the house and damage the laminate floor.  They had to order and install a new frame.  We feel they are responsible because if installed correctly we would not be having a floor damage issue.   No offer was made to us.  We were told to get an estimate on the floors which we did and submitted them to *** on June 20, 2024. We were told that he would talk to the owner and then he came back with they wouldnt do anything. we have to replace the entire laminate because the interlocking of the laminate pieces arent made anymore.

  I have attached pictures of the laminate floor and can provide pictures of the tile as well.

  Locktights offer that they removed was in 2023 long before the laminate floor issue was detected  in 2024.

  Customer Answer

  Date: 03/25/2025

  Additionally here are the tile photos 

  Customer Answer

  Date: 03/25/2025

  Additionally here are the tile photos 

• Initial Complaint

  Date:02/06/2025

  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.

  This company was hired to do a window and roofing project at our home. The widow project was completed without any issues. The problem has been the roofing project. After the roofing project was started the Roofing company contacted me and advised they needed an extra $1500 in order to finish the project. Please note this was after one and half month that the project sat idle. The most insulting or negative experience was dealing with their Director of Finance, the racial under tones put out by this induvial was disheartening. They sent a van full of men to my home to pick-up my $1,500 check. After providing the check they remained in my driveway for another hour until the check cleared. My question: what would they have done if the check didn't clear. After the money was received, they never finished the job. After several text messages with no resolution my house has been impacted cosmetically with mental plates running across the front of my house on the second floor and below the roofline (Please see pictures).I have already received complaints regarding the exposed mental plates visible from the front of the house. They also never painted the facia new boards which they replaced around the house. In closer inspection they even did not put caulking in the joints and currently are exposed to the weather. I think It's a reasonable expectation that cosmetically they would have ensured the project had a positive outcome or frankly speaking returned the house cosmetically the same way has they started and done the fundamental of at least adding caulking to joints.I am tired of being string-along by this company. What this company has done is no less than strong arm robbery. I'm asking for them to finish the job correctly and return my home cosmetically the same way as they started. I'm asking for the company to cover the metal plates which they install with stucco and properly caulk the facia joints so I can have it later painted at my cost.

  

  Business Response

  Date: 03/14/2025

  Apologies for the tardiness of this reply.

  In regard to the fascia, painting is specifically excluded as per the customers contract (see attached, pg. 2 under Work NOT to be Completed); however, we are responsible for the caulking and will be dealing with any that has not been dealt with to this point. Additionally, any work (such as stucco) that still needs to be done in regard to the flashing shown in the photos will be scheduled and completed accordingly.

  We do dispute the characterizations revolving around the customers statements on the payment situation. These are hyperbole. The van full of men would have been at most two - the customer is welcome to provide pictures showing otherwise - and they most emphatically would NOT have remained on property until the check cleared (that is not company policy under ANY circumstances).

  Our Roofing ***** will reach out to confirm what is still needed per contract terms, and schedule service accordingly. In addition, our director of quality assurance will reach out to him to discuss these and any other issues that need to be addressed.
  

  
  

  Customer Answer

  Date: 03/26/2025

   
  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:02/01/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 5th 2024 I signed a contract for 12 Hurricane impact windows and doors with Lock Tight windows and doors with financing thru PACE. I was told Jan 29th that not all windows could be replaced with impact windows. So I said cancel the contract I did not want 94% of the house protected. The company threatened me with a lien on the property and a bill of 5k for window measurements, filing with HOA and permitting. I *********************** and no permit has been filed on the property and my HOA has not been contacted. I only want out of the contract with no penalty since the original contract can not be completed.

  

  Business Response

  Date: 02/07/2025

  Unfortunately, we are unable to cancel the customers contract without penalty at this time, as requested.

  First, we are well past the 3-day rescission period where customers are able under Florida contract law to cancel their contracts with no penalty. We have attached a copy of the customers contract to this end; please note in particular page 9, item 9 under Additional Terms & Conditions Of This Agreement in regard to this.

  Second and most importantly, we have already ordered his fixtures with ES Windows (as of 12/26/24); this order is non-cancellable once placed. Because of this, the customer is correct in noting as told that we are now within our contractors lien rights (for 66% of his total contract, currently). Essentially, the customer has at this time purchased **********************, whether he allows LockTight to install them or not.

  Third, only one of his twelve windows (and two impact doors, one french-style door and one sliding glass door) is unable to be replaced. This does NOT mean he has no impact protection on the window in question (one specialized geometric window that is too small for an impact-rated fixture); in support we have attached a photo showing that opening has existing shutter protection. While not the optimum situation, the customer is by no means left with a portion of his openings unprotected, simply that the one opening will not itself have impact glass for its protection.

  The permit was not applied for due to oversight; it rightly should have been sent to the building department at the same time as the order for the customers openings was placed. In regard to the **** our notes state that his HOA has no ARC process and therefore no approval is needed. This was determined in late December 2024 just before the order was released to ES Windows.

  Given this situation, the ideal option is for the customer to allow us to move forward as contracted and install the windows and doors that are on order for him once they arrive. We will provide a change order to remove the one window we are unable to supply from the scope of his project, for a suitable reduction in contract amount to his financing.
  

  
  

  Customer Answer

  Date: 02/07/2025

   
  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:01/04/2025

  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 9/4/2024, after waiting 6 months, the company installed my windows. Still, I have encountered significant issues with Lock Tight, including incomplete work, broken promises, and a lack of responsiveness after installing impact windows and doors at my residence. First issue: Missing windows. After 6 months, the order had two missing windows that were never ordered. Window 1 arrived and was installed in November. The second window, after scheduling an appointment for today (since the first week of December), was a no-show, no-call. I contacted Lock Tight, and the guy gave me a round-and-round and said he would get back to me; nothing happened until 2 pm. The installer called me, telling me he didn't come because he thought waiting until the scratch glass arrived (2nd issue) was better. A whole day was lost, and there was no call or response from Lock Tight.Second Issue: We reported that one of the glasses on the main sliding door had a deep scratch. They promised to replace it, but they have not yet done so, and there is no resolution. Third issue: The sliding door (same) is not closing correctly. It is the main back door and has had problems since installation. Lock Tight sent a tech to fix it, but it worsened. The tech was hammering the frame, saying that would fix it. He left. I called Lock Tight and reported, but nothing happened. I sent an email complaining, and no response. The installers who came to install the missing window 1 figured out the problem and told them what piece was missing, which has not been resolved yet.The communication and lack of urgency in resolving their issues are incredible. We paid in full and believed in their commitment to repairing everything that had problems. It has been five months, and we are still waiting for my door to be completely operational, for the scratched window panel to be replaced, for the second window to be installed, and for us not to sit around waiting a whole day for no one to show up.

  

  Business Response

  Date: 01/24/2025

  We understand and appreciate the customers reasonable frustration at the timeline of her project; LockTight shares that sentiment in large part, and are doing our best to try and work through them to fully and as satisfactorily as possible under the circumstances to complete her project as per her contract with us. We regret that some of our attempts prior to this time have not gone as well as desired, but will continue to work toward that goal. We will continue to work with her product manufacturer ES Windows, but would remind that in doing so we are at the end of a logistics train beginning in ************, ********; it does not provide replacements overnight, as much as we would like them to. Our director of quality assurance, *** ******, is in process of communicating with Ms. ****** to further resolve these issues in as timely a manner as possible.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22768023
  
  I am rejecting this response because: they came to replace the glass and they had ordered it incorrectly and they ask the installers to install it regardless it was 3 inches bigger than the actual frame. This is a safety issue and it should had never been even suggested.  The installers refused to complete the job and so did I. *********** is dismissive and undermine  our issues and concerns with the quality of the product and their communication. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/28/2025

  We do not understand the customers rejection, as it does not appear to address what we provided. Our commitment to ultimately finish her job remains unchanged, as stated. We clearly understand the latest attempt to fix her primary issue fell through, and why, and are working to remedy that. It does take time to turn around, thanks to her OEM being in ********, but as soon as the correct replacement glass is here we will bring it out and install it. We understand also that past communication was not the best and have attempted to put her in contact with our director of quality assurance, *** ******, who called that same day but could only leave voicemail (that has not been responded to as of this writing). As stated, we will continue to try and resolve these issues in as timely a manner as possible, and would suggest that the customer return Mr. ******* attempted contact to explore avenues for greater satisfaction.

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22768023
  
  I am rejecting this response because: I did speak with *** same day he left a voicemail at 3:19 pm Friday for 15 minutes and he said they need to order the glass and again I need to wait. IK need this fix and be done with this company will never again do business or recommend
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:12/09/2024

  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.

  signed a contract with locktight 4/23/24 for $31223.00. We told ******* ******* *************) the salesperson that we wanted to replace the glass blocks on the master bath #1 with white inner layer glass type to maintain our privacy as our window faces the entrance to our development. Well somehow he wrote the contract and put the guest bath as the privacy window instead and submitted to our association for *********** the association also has copy of contract showing bath privacy window ..We all make mistakes, I get that. We also overlooked that error on our part. We noticed during installation the week of September ******* that the bath window was wrong..We called ***** ****** the project manager (686 698-2917) and he basically said they would order the right privacy white inner layer window , which takes weeks to be delivered, but for city inspection purposes, they said to install the wrong window and when the correct window comes ,they would replace it. Well, we are now in December and we still don't have the window we paid for..not even the guest bath window has privacy. We sent them proof showing that no bath window has privacy, yet Locktight and there associates fail to take responsibility and are basically accusing us of changing the contract and giving us the run around and treating us really bad as customers. They actually want to tint the window instead of giving us what we paid for..They have even resorted to using our docusign illegally to help fabricate their story of us changing the contract to none privacy bath windows..REALLY! I must say , this is by far the most unnecessarily stressful experience we have ever been through and we could never recommend this company to anyone.

  

  Business Response

  Date: 01/17/2025

  We have provided exactly what is on the customers contract as amended by a 5/20/24 change order, that she signed and agreed to. We are perfectly willing to replace the glass with factory white interlayer on opening #2 (which is the master bathroom window) at our absolute cost. Said cost is $400.00. We feel this is as amicable a solution to this situation as we can provide. We will additionally call the customer and follow up with that offer to her directly.

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22660035
  
  I am rejecting this response because: 

  I spoke to the ***, director of quality assurance at Locktight and they offered to place a frosted tinting/film on the master bathroom window as a courtesy.  The other smaller bathroom (with windows sliding up and down) shows on the contract that we have purchased a white innerlay window. They have refused to replace that window and offered also that tinting or film frosting option which is not what we agreed on and paid for.  They indicated that I have signed for changes but this is not the case. This is based on electronic signature and I have not signed for any changes concerning windows and doors.

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

  

  Business Response

  Date: 01/24/2025

  We at LockTight have made several attempts to contact the customer regarding this complaint, since the rejection. We have decided - even though our contract (as amended by the customer's 5/20/24 change order) has been fulfilled with exactly what is in the documentation between customer and company - that we will replace both bathroom openings in question to provide factory glass with white interlayer as customer has requested. As stated above, we have made several attempts to communicate this to ******** ****** directly, however she has not responded to date.

  Customer Answer

  Date: 01/28/2025

  Hello, 

  *** from Locktight called on Thursday, January 23rd at 2:36 pm and Friday, January 24 at 2:10 pm and left messages to call back. I returned his call on Monday, January 27th and left a message in which he called back.  He advised that they have decided to replace both bathroom windows with white innerlay at no cost to us, as per attachment. His office provided docu sign agreement shortly confirming this new agreement which I signed. For the record, that is not my signature on the 5/20/2024 document they provided. Furthermore, the approval from the *** shows that white innerlay privacy windows were submitted and approved contractradicting Locktight's claim of us changing any window orders.

• Initial Complaint

  Date:12/06/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have encountered several significant issues with Lock Tight , including incomplete work, broken promises, and a lack of responsiveness Lock Tight following the installation of impact windows and doors at my residence in July 2024. Our initial encounter with this company occurred at the ******************, where we completed a survey. Afterward, we received multiple calls offering a free in-home estimate, we finally agreed to meet and proceed with their services.During our initial discussions, we were told we qualified for financing with payments deferred until one year after installation. Unfortunately, this has not been the experience we anticipated.Incorrect Window Tinting: The windows installed were not tinted as promised, which is a breach of the agreement we made with the company.Incomplete and Non-Compliant Front Door: The front door did not pass inspection and is still incomplete. The first ********* informed Lock Tight that the door did not meet code and required corrections. A second city ********* confirmed that an engineers letter and further corrections were needed, but nothing has been done to address these issues.Lack of Communication: I have attempted multiple times to reach Lock Tight for updates and to resolve these issues, but my calls have gone unanswered, and my messages have not been returned. This lack of communication has been incredibly frustrating, and the safety concerns regarding the unfinished door installation have only compounded the situation.Financing Discrepancy: Despite being assured that payments would not start until one year after installation, I recently received a bill and made the first payment through the financing company. This goes against the terms that were initially explained to us.Unprofessional Treatment: I have been belittled by them representatives, who accused me of not wanting to pay before the completion of the installation despite this being part of the contract, which I was unaware of at the time.

  

  Business Response

  Date: 12/12/2024

  In support of our position we are providing copies of the contract with this customer, a copy of the order for their ********************** and ******************** placed with ES Windows, and a photo image of their most recent inspection. In response to their stated issues:

  Financing Issue - There is no evidence in our documentation of a specified 1-year deferment on payments from financing. The customer does not have PACE financing (which defers a length of time of a year or more on the basis of when their completion occurs, and when they pay their property taxes); there are no notes on contract and no change orders. The customer financed with simple loan provider ********, who does not have such terms on offer for our customers - they received a ****** deferment as per standard ******** terms.

  Tint issue - The customer claims that their ********************** were not tinted (gray) as per their contract. Referencing their order info, all windows/doors not using white inner layer (frosting) have gray tinting (3/16 **** **) as per contract. Please see attached order acknowledgement.

  Incomplete and Non-compliant Front Door issue - The customer claims the door does not meet code and requires corrections. In regard to inspection, per our notes (as updated from Wellington Building Department entries as well as the signed permit card), we did not fail the inspection as claimed but received a partial pass; the inspected noted we needed two things two fully pass - in-progress photos (which are being supplied) and an engineer letter regarding the entry door. (Significantly, there is no reasoning for why on the permit card - a photo has been attached - and there were no notes on the ************** portal.) We have requested said letter from our engineer; the lead time for such documentation can last weeks. In regard to the customers claim about the door itself, they were supplied with a standard ES Windows ES-EL300 French-style swing door, which we have installed successfully throughout the ********** area. We fully expect as soon as the requested documentation is provided that we will obtain our full pass, and we note that inspection has been scheduled for 12/16. Please see attached image of signed inspection card.

  Lack of Communication - We do not follow up gratuitously when there is no information to pass along to our customers, although we always attempt to respond to their attempts to reach out. From notes, there are large gaps in contact, but we do not see any info/reference from cust. on who they tried to contact or when. We would appreciate knowing who they attempted to contact and when, so we can follow up with responsible parties and make corrections where needed.

  Unprofessional treatment - Not wanting to pay before completion of installation as per their contract (which, as we have noted in numerous BBB replies, is defined as the finish of hard construction) will regrettably create friction. Customers commonly misunderstand that this is the case, that as standard terms we finalize payment prior to final inspection occurring and punch-out services to fully complete the project. We always attempt to help customers understand this as calmly and professionally as possible and our customers will allow; but we recognize that where financial issues are combined with such misunderstandings, tempers can run high. We regret this was the customers experience in this case.

  As explained in our contract terms, we cannot operate on hearsay or word of mouth (of which much has been presented here) but must rely on written, signed agreements. Many of the customers issues revolve around such hearsay. Those limit our ability to respond to much that the customer is attempting to dispute. Therefore, in regard to their desired settlement: We will certainly finish their project and successfully close their permits as required by our contract. However, they have received the gray window tinting as specified on their contract and supported by their order; we still offer them the option (previously rejected but still available) of working with our tinting company to supply a darker shade using our pricing, at their cost, once final inspection has been approved. In regard to their requested reimbursement, this could be considered in exchange for a signed non-disparagement agreement and closing of this complaint as satisfied.

  Customer Answer

  Date: 12/14/2024

   
  Complaint: 22650929
  
  I am rejecting this response because: it is not accurate. Which company "builds into their contracts" that payment can be received before job completion? Arent there consumer protection laws in place to prevent these types of contracts? Lock Tight advertises "no payment for 1 year," yet my mortgage payment would have increased had I not financed through Good Leap. I have already filed a complaint with Good Leap, and they are aware of the bait-and-switch tactics used by Lock Tight. I sincerely hope ********* considers pulling financing from Lock Tight due to their questionable practices.
  Furthermore, the first inspection was only a partial pass due to the structural integrity of the entrance door, specifically the wood at the top, which should have been metal. The second ********* seemed unaware of the issues noted by the first. Now, we are scheduled for a third inspection, which still doesnt address the original structural concerns. Impact doors require metal casing and need an engineer's evaluation.
  Additionally, when I asked about the tint on the windows, I discovered a hole in my wall where the previous window had been removed before any work could be done. Lock Tight then offered to fix the tint at my own expense, which I understandably rejected. To make matters worse, *** had different installation crews each day, and the last crew was particularly rough, resulting in my doorbell no longer working. Now I am faced with additional costs to repair the damage caused by Lock Tight.
  Moreover, I was confronted by a rude representative who wrongly accused me of not wanting to pay or follow my contract, when, in fact, I was under the impression that payment was not due until after the job was completed. I am relieved that they sent the contract to the BBB, which should help prevent them from hiding behind these deceptive clauses.

  
  Their lack of communication and vague responses are very unprofessional leaving me uninformed of the situation and making me believe their questionable reputation. 

  
  I hope this clarifies my position, and I look forward to a resolution.

  
  Sincerely, 
  
  **** *******

• Initial Complaint

  Date:11/07/2024

  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.

  LockTight is the most dishonorable company that exist. The subcontractors are horrible. They improperly installed a window and had to come reinstall it at my house. The window leaked and caused mold and damages to my drywall in a room and my garage ceiling. They acknowledged the damages was caused from them and stated that they were going to do the repairs. Unfortunately the day before the schedule date, they called and said they couldn't do it. They then contacted my husband the day after because I wrote a review about the damages they have caused in my home. My husband was told that he would be receiving an email but as of today, it still hasn't came. Painting over mold and mildew is not an option.

  

  Business Response

  Date: 12/06/2024

  First, it must be stated that this customer's job is well out of their complimentary service warranty. Their contract - and all of our contracts - states as follows:

  Warranty: Contractor hereby warrants the work and will return to the Property to replace or repair defective work for one year after final completion and payment. In addition, ********** will provide and assign the extended warranty contracted to Owner within 30 days of final payment.

  This company's windows projects were over a year old at the point the customer reached out (one was actually over two years old). Despite this, we had scheduled to go out 11/06/24 to service their issues after they were reported. What we found were a series of leaks caused by shoddy or non-existent maintenance on their fixtures and on their structure in general. We have provided pictures of this (and there are more available, including a video). This said, we were willing to help mitigate some of the damages from this, and we did fix some of the exterior issues caused by the lack of maintenance that led to them. The customer's response was to refuse the interior damage mitigation, and file this complaint instead.

  Nevertheless, even though legally per contract we are NOT obligated to deal with these issues, we will still always try to do the right thing by the customer. Here are the two things we can offer
  1) Clean stained areas of walls in the bedroom and garage. We can apply Kilz Mold and stain remover and then paint work areas with paint provided by the customer.
  2) In the bedroom we can do the same process and in the garage remove the 2-3 sheets of water damaged drywall and replace them. We will not be able to texture the ceiling.
  
  This work - which was and is offered otherwise free of charge - is now contingent upon them closing this complaint immediately and sign non-disparagement agreement stating they will not disparage the company in exchange for this service. This is necessary, as there is considerable expense in travel, manpower and material to assist in this out-of-warranty service, and as policy we do not offer such off-contact benefits without some protection for our company.

  The customer's position has instead been to maintain this complaint and otherwise threaten us with other actions, something we do not take lightly and will monitor and respond to as needed. We we would prefer to exchange the offered service for the reasonable protection we desire.

  Customer Answer

  Date: 12/14/2024

   
  Complaint: 22527838
  
  I am rejecting this response because: they want to half fix the damages. They are refuses to remove damage drywall and baseboard around the window. The damages were caused by improperly installed windows which was admitted by their subcontractors. They also refused to put the texture back in our ceiling leaving it as a patch job. I am going to upload the email I sent with a counter offer. If they are not going to accept any offer, I will continue to pursue legal actions. 

  
  Sincerely,
  
  ******* *******-*****

  Customer Answer

  Date: 12/14/2024

  This is what one of the worker texts. They admitted to a leaky window but now are trying to back track. We live in a state of ******* and water build up takes a while to notice. It's no way an impact window leaks in 2 years unless it's improperly installed like the subcontractor said. Also, once they came out and redid it, the old contract becomes void and a new warranty started from the new installation date.