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:04/23/2024

  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.

  The project started back in November 2023 and still has not been completed. No one returns my calls and the owner tried to intimidate **** was told it would be a speedy project to replace my roof and they would replace the rotten ***** on the facial. However, nothing was done accordingly .They started back in January, and still have not finished the project now we are in mid April . The workers are very reckless and clueless. They damaged my ceiling, literally cut my cable, removed my antenna off the roof and threw it on the ground. It has been there since. They did not replace the damaged plywood before they installed the shingles and before they are even done with the roof, I had water damaged on my ceiling. Keep in mind that the ceiling in the living room area was done prior to replacing the roof. Now they are saying that they are not responsible for the water damage on the ceiling , they are trying to make it look like it was pre existing even though the sale's agent who came to my house took before and after pictures to prove otherwise. Poor ***************** They do not return calls, I have to keep calling and leaving messages to find someone and when I do finally find someone, she does not have the answer for me. Now *** and ***** told me if they are going to patch up the ceiling, they are not going to paint it because they are not painters and added if I try to take them to court, they have lawyers to whom they pay an extensive amount of money, and they can get my complaint thrown away. Did I say that my permit has expired and the roof is not done...

  

  Business Response

  Date: 04/29/2024

  There are a variety of issues involved here.

  In regard to the roof and repair of damages, we have provided project in-progress photos showing the general state of the roof (which was generally good) and those few areas where replacement of plywood was necessary. A much greater, more widespread series of damages would have shown clearly and involved additional charges to the customer as per the contract they attached in evidence; the only addition was for repair of fascia requested by the customer, which will be taken care of before the project completes fully. In regard their ceiling, while this involves a number of issue for which contractually we are not responsible, we have reached agreement with the customer that we will repair AND paint their ceiling (and the customer has already approved the paint to be used for the purpose). In regard to their permit, it is possible that the customer may have received notice that it is due to expire; however, this has not happened as yet, and in the event it does prior to our closing it out, we will renew it to allow it to be properly finished.

  We hope this answers the customer's issues at this time.

• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased impact windows through LockTight in 2022 and used the financing program through taxes. The company installed the windows and doors and advised me to do the final walk-through; they needed to be paid. They suggested I tell the financing company I was happy with the installation and that the work was completed. They used scare tactics like if I didn't do this, then I would be responsible for the total amount and to trust that they were dedicated to getting this job completed and me being a happy customer! We are now in 2024, and they have failed many inspections with the city of ************* and have refused to answer communications via text. I have to email them to request an escalation so they can get back to me, and when they send a worker to the house, they're always not prepared or never have all the parts or tools they need to complete this job! Which is why they keep failing the inspection. The most painful part of this is this company was paid and we are making payment for a product we have yet to feel good about making this type of investment

  

  Business Response

  Date: 04/29/2024

  We apologize for the tardiness of this response; we were not aware of this complaint until just today (the emails it has been sent to are not responsive for purposes of complaints). Also, the LockTight representative whom the customer is used to working through left us abruptly in February, and consequently the customer's project went unnoticed since that time particularly as we received no communication from her to any other parties here.

  Currently, we are working to confirm all necessary materials to close her job out, in order to successfully pass her municipal final with *************. Service representatives should be in touch with the customer in the next ***** hours to update her on the status of the project.

  Customer Answer

  Date: 05/14/2024

  Hello,

  I submitted emails that shown I was not communicating with one individual. Even after this company advised they would reach out to me they still haven't contacted me to finish the work! I need some assistance getting this company to finish the job! At this point I think we should seek legal action because they just don't care!

  

  Business Response

  Date: 05/14/2024

  Updating the customer's job, needed parts were ordered from manufacturer CWS immediately following our response. Those parts have an ETA of 5/20/24 (roughly a week from this response). This should have been communicated to the customer by our service department as was noted in our previous response; and if that did not happen, we apologize she was not updated.

  As soon as those parts arrive in house, she will be contacted to arrange for service to go out and deal with them; based on notes, we expect this to coincide with the customer's municipal final inspection with Miami Gardens.

  With respect to the customer's statement about who she attempted to communicate with, after going through the emails submitted, she has been in attempted contact with only three individuals here at our offices - our former install manager (this was the gentleman who left abruptly in February, leaving this issue unmoved behind); a former project manager (who left early last year); and a customer service representative was moved to other unrelated duties late last year. With no one else properly included, it caused her case to fall out. We again apologize that was the case.

  Our customer is welcome to contact our inspections/service department at ************ if she has any further questions or if she has not heard from anyone by 5/20/24 or shortly after.

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21537335
  
  I am rejecting this response because: This business needs to contact me promptly and advise me of the next steps, the dates they're planning to come to my property and the dates they plan to schedule the inspection with the City of ************* since they was supposed to do when they responded to the first complaint.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/14/2024

  We refer to our previous response: Everything the customer needs to know at this point in regard to next steps is in that reply. We will request a call-out by the inspections/service department - whose contact we provided in the previous response - but the customer should expect no substantial difference from our previous reply. Once needed parts for her project arrive - which, as noted, is expected in roughly one week from now - the customer will be contacted as proper to schedule service and inspection and respond to any further questions she may have at that stage.

  Customer Answer

  Date: 05/14/2024

  Being that these people have already failed to respond to me as they're stating to you I do not want this closed until this job is completed. I don't know why its so hard to get a phone call or email from them advising me of the status of the project and I only seem to get a response when I communicate through the BBB!

• Initial Complaint

  Date:04/04/2024

  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.

  The project has not been finished, however, the company claimed work was finished and requested YGRENE to fund project, I am looking to reverse the funding until work is complete as there is a piece of structural membrane that is exposed and has been exposed for well over a month now, a final inspection from the City of ************** has yet to be furnished due to this piece missing. I am both surprised and disappointed in the way both YGRENE and LockTight have handled the situation.I have reported YGRENE with the BBB, I am reporting LockTight as well. Please be aware, there are other comments were the work has not been completed, yet they are looking for payment.

  

  Business Response

  Date: 04/29/2024

  Apologies for the tardiness of this reply, which was due to the complaint be routed non-responsive contacts as previously noted.

  We were aware of this customer's issues via other routes, and responded to their separately while continuing to work with them on all issues; the customer was legitimately collected according to the contract they signed with us, and their project is fully complete and closed at this time.

• Initial Complaint

  Date:03/28/2024

  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 LockTight in December 2023 to install hurricane windows and doors throughout my home. In negotiation phase they were convincing. They promised to repair damage caused during installation. They would remove blinds/window treatments, move furniture etc so that they could complete the job but once the installation was complete, they would reinstall the window blinds/treatments, repair any damages caused by the installation and return the furniture to their proper location. After must negotiation and arm twisting I agreed on a price and signed the contract. In February 2024 LockTight contractors showed up to begin the installation. They took my blinds off the windows and cast them aside like trash. I have wireless security sensors (which uses sticky glue) on my windows and doors which I told them had to be re-installed on each window and door. They also broke tiles in my master bedroom, cracked a wall and said that it was not their job to replace them. They blocked the path to my ************** and I have not been able to do laundry since. I had to pay someone to retrieve and re-install the electric zebra blinds and other blinds throughout the home, and re-stick the security sensors in place. I am a disabled senior citizen on a fixed income so I do not have money to waste. When my wife called the quality control manager regarding the issue stated above he was rude and and threatened to hang up the phone. He called back the next day to apologize for his behavior. A week or so after the job, while awaiting city inspection, the issues were still corrected so she spoke with the quality control manager again who assured her that all the issues would be corrected after the city does the final inspection/approval. On a daily basis we receive harassing phone calls from a man in finance department asking for the balance. He was informed that we paid $27000 in cash and that the balance of $3000 would be paid when they complete the job. On March 21 a woman from LockTight called asking what else needed to be done for LockTight to finish the job. I informed her of all the outstanding items including the blind still laying on the garage floor and needed to be re-installed. She promised to send the workmen out on March 22 at 9:AM to finish the job and collect the $3000 check once the job is finished. No one showed up or called with a reason for the no-show. Meanwhile I am still getting harassing phone calls about the $3000 balance. I contacted LockTight again on the March 26 to inquire why no one had showed up. They sent 2 workmen on March 27 to finish the job. The men patched the crack in the wall and removed the doors blocking the path to my **************. They became upset when I refused to give them my doors. They did not re-install he garage blinds and by this time I noticed that 3 blades were missing. This is a new blind that I paid to install just 2 months prior. Now I am stuck with a useless blind courtesy of LockTight. One of the men said he had back problems so he could not move my furniture back in place. I dont know why they would send someone to do work they are not intention of capability of doing. They requested $3000 and I reminded them that it would be paid when the job is done. A woman from LockTight called them off the job and told them that it was not their job to do the outstanding work and threatened to put a lien on home. I am am elderly disabled person and I feel that this company preys on the elderly and defenseless. If I had gone with my gut feeling I would not have done business with LockTight because as it turns out they are corporate pirates.

  

  Business Response

  Date: 04/29/2024

  Before responding further, we must state up front: LockTight Impact Windows, Doors & Roofing IS NOT a blinds installation company and IS NOT a furniture assembly and moving company. That said, due to the customer's limitations and in an attempt to be generous with service, we agreed to attempt reinstallation of the blinds and moving the customer's furniture into place (specifically dressers and a desk) as best we could on a limited basis, in addition to other normal processes of our touch-up service. Please see the hand-written ticket attached for detail. We scheduled and went out for this purpose on 3/27/24 (after missing an earlier appointment), and began the work agreed on in exchange for payment of the balance as promised. However, we were forced to pull the crew when the customer flatly refused to issue payment on the basis that we would not reassemble his furniture for him (which was never in our scope of work as per our contract with the customer; see additional attached). We have attempted to work with this customer consistently, and each time it has been thrown back at us. At this point the customer is in permanent breach of their contract, and we are unable to service them further or respond to warranty issues until they cure their balance. 

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21501917
  
  I am rejecting this response because: Locktight is clearly lying.  I never at any time flatly refused to pay them the balance.  I simply wanted them to complete the work as promised before releasing the final amount of $3000 to them.  If it was in Locktight's scope to move my furniture and blinds to facilitate installation of the windows and doors then it should be in their scope to return my furniture and blinds to where they found them.  I have never at any time asked them to re-assemble any furniture because my furniture was not dis-assembled.  I simply asked them to move back my furniture to where they had moved them from and put back my blinds to where they removed them from.  This is not a tall ask and I should not have to fight with Locktight who lied to get my business and now refuse to complete the work as was agreed upon during the negotiation.  Everyone embarking on a project to install hurricane windows and door should stay clear of this company because they are dishonest and prey on the elderly and defenseless.  I truly regret the day I let these crooks and liars in my home.  
  
  Sincerely,
  
  ****** & ***************************

  

  Business Response

  Date: 05/10/2024

  The customer accuses us of clearly lying and eagerly slanders us, but they are being far less than honest themselves. ALL CONTRACTED WORK IS COMPLETE. We have performed according to contract and remain unpaid on our final balance, which by contract terms is to be collected PRIOR to both inspection and any closing touch-*** and additional service.

  As a courtesy to them in part because of a desire to help in their particular circumstances, we allowed their inspection to proceed (it has been successfully approved) and agreed to perform work additional to their touch-*** much as described prior to that final payment. For the record, we AGAIN state: We are NOT a blinds company, moving company, or furniture craftsman, having no expertise in these things; and per our contract are explicitly NOT a part of anything owed to this or any customer unless and ONLY unless there is a specific written agreement otherwise. There is none such for this customer. Despite that, and despite the customers contradiction, many of these extra things have been done for them in order to provide reasonable service.

  Despite this, the customer did not hold up their end of the agreement - which was to provide their balance at the time we came out - but instead when one item was done there was a fresh ask to provide additional basis to refuse payment. At that point our crew was pulled and will not return. We have NO confidence that this customer will be satisfied with our work under any circumstances, and we understand they are using their situation as a bludgeon to attempt to force additional work that was never agreed to. Their rejection of our response, the manner in which it was given as well as their behavior throughout, is clear evidence of such.

  Given this, as stated previously, we confirm this customer is in permanent breach of contract with us; and per terms of their contract we will be unable to provide any warranty or service on their installation until such time as their balance is cured and the breach is mended.

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21501917
  
  I am rejecting this response because Locktight is again being less than honest.  I have no intention of withholding payment from the company and at this point I feel that that are being discriminatory.  Am I to believe that it is the practice and contractual obligation of Locktight to move their customers' furniture items and leave them out of place after the work is done and also damage their window blinds with no repercussion?  If this was expressed to me I would not have done business with them but instead choose a more reputable company.  At the time of negotiation and during installation I was assured that Locktight would return my furniture to where they moved them from.   As of today my furniture is still out of place and blades from my blinds are still missing. In addition the "touch-**** that Locktight promised to do is still not done.  They did not even bother to repair the cracks in the window ***** much less putty out the screws holes in the door jams.  Locktight contractors lost the blind blades and in all fairness they should replace the lost blades. So are they saying that I should pay movers and contactors to finish their job.  They are the big *************** preying on the defenseless.
  
  Sincerely,
  
  ****** & ***************************

  Customer Answer

  Date: 05/20/2024

  It rained today and my wife came home to find water pouring through the windows in the family room.  If these hurricane windows cannot withstand light rain, will they hold up to a hurricane?  I have attached pictures of the windows discussed above in addition to the unfinished work on the door jams , window sill and a glass table that Loctight move away from the wall and left it in the middle of the family room/office room creating a tripping hazard. In addition the screens that were supposed to be installed in the master bedroom windows were never installed, so the master bedroom windows have no screens at all. 

  Customer Answer

  Date: 05/20/2024

  It rained today and my wife came home to find water pouring through the windows in the family room.  If these hurricane windows cannot withstand light rain, will they hold up to a hurricane?  I have attached pictures of the windows discussed above in addition to the unfinished work on the door jams , window sill and a glass table that Loctight move away from the wall and left it in the middle of the family room/office room creating a tripping hazard. In addition the screens that were supposed to be installed in the master bedroom windows were never installed, so the master bedroom windows have no screens at all. 

  

  Business Response

  Date: 05/23/2024

  In response:

  The first and last photos refer to finish work we were prepared to do, and would have been done previous to now but for our dispute with the customer over their failure to pay as promised.

  The second and third photos we believe to be their support for "find(ing) water pouring through the windows in the family room." We do not see evidence that is the case. We do agree there is evidence of water within the tracks of their windows; this is typical of ES Windows products such as the customer has, which are engineered as part of their wind resistance function to allow water into those tracks and will drain them out via a series of 'weep holes' to the exterior. (We have commented on this in response to previous complaints lodged with the BBB.) We do NOT see evidence from their photos that this water escaped from the retaining clip as shown in those pictures, which would indicate an issue with the normal function of their windows in need of service.

  The fourth picture showing the table we find to be in keeping with the constant, extra-contractual 'one more thing you must do' element that has marked our dealings with this customer. Again: We are NOT a furniture moving company, and the table shown is a particular type of dining table not easily moved. We find from the picture that the spacing between the table edge and the outer walls appears proper for people to sit at table while allowing others to move around behind them. We also question how this is a "tripping hazard" as the customer claims, and why it was not mentioned previously.

  With respect, we still confirm our previously stated position in regard to this customer.

  Customer Answer

  Date: 06/19/2024

  It looks like Locktight is adamant on not fulfilling there obligations so this is almost an exercise in futility going back and forth with them.  As far as water pouring through the windows, am I supposed to believe that these windows are designed to let water in the home?  If this is the case then why is water only pouring through some of the windows and not the all windows throughout the home? It is highly strange that hurricane windows would be designed to allow water to enter the home and if this is the case them why wasn't this disclosed made prior.  I would not have spent thousands of dollars to allow water to enter my home through expensive hurricane windows but instead I would have kept my old windows that kept rain water on the outside where it belongs.  I am also still missing 2 screens that should have been installed on master bedroom windows (where are the screens and why were they not installed per contract).  Regarding the furniture as mentioned several times, they are not where they belong because Locktight moved them.  Locktight has no right or permission to change the layout of my furniture and leave them in that manner without my consent.  My breakfast dining table for instance was against the wall under the windows before Locktight moved it and now they are refusing to move them back and expect me to just **** it up and be happy. Are they expecting me to hire movers to move that heavy glass table and the rest of the furniture back to where they belong because I am unable to move them myself.  Since locktight knew that they were not willing to move back my furniture to where they moved them from then they should not have moved them in the first place.  I would not have allowed them in my home had I known that this was their pattern of doing business,  

  

  Business Response

  Date: 07/08/2024

  We are working through legal representation at this time to resolve those issues with this customer that we are responsible for, having reached agreement in regard to scope. We consider this issue closed/responded to, on that basis.

  Customer Answer

  Date: 07/24/2024

  An agreement has been reached through legal representation and an appointment has been scheduled for mid August 2024 for LockTight to resolve the items mentioned in the complaint.  Only after the items have been completed satisfactorily will the matter be considered closed. 

  ****** & ***************************

• Initial Complaint

  Date:03/06/2024

  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.

  In June 2023, we contracted Locktight for impact-grade windows/doors for $40,000, paid in full by the installation completion date (August 2023). 1. ******************** mitigation- no protection/coverings/sealing witnessed, no vacuums, NO cleanup. The house was left in shambles, and we sought out materials and a cleaning crew. We were promised by MULTIPLE employees that they would be cleaning the windows at the end of install, which they later retracted (pointed us to the contract and said they were "no longer doing it because if they scratched a window they would be liable."2. Improper installation- safety stoppers were not installed in one sliding door, and I SHATTERED my middle finger. Was out of work ~2 weeks as it healed, and I spent hundreds on urgent ****** dr's *************** Property damage- EVERY SINGLE crown molding around windows and doors was BROKEN. Stone window ***** were broken. Stairs and some flooring left with minor scratches. Main double door to the home entrance was damaged/scratched on both sides (Estimated $2100 in damages from the contractor LOCKTIGHT sent). We were most recently informed that they would not be repairing the door unless we signed an NDA. 4. Constant turnover- after installation, they were going to come out for the finishings (caulking, drywall, crown molding repair, damaged window assessment & repair, etc) and they were continuously ghosting, scheduling and no-showing, etc. Finishing work took over 2 months. We even had a scheduled visit as recent as Monday March 4, 2024 for a "punch out" THEY requested; no one showed up and we lost time from work, again. Throughout this process, they used excuses related to people quitting and being understaffed, staff being sent to the wrong location, and/or constantly being handed off to someone new. Dishonest company that overpromises and underdelivers, and will offer gift cards for 5 star review.

  

  Business Response

  Date: 03/06/2024

  LockTight was perfectly willing to reimburse $2,100.00 in damages to front entry door that we did not even work on. A non-disparagement agreement was sent on Feb. 21. Our ***************** director made several attempts to contact the ********* household to resolve these matters. Finally reached Mr. and *********************** on Mar. 5, and they expressed an interest to post negative reviews as opposed to receiving compensation for damages LockTight was not responsible for per contract. When the customer expressed this, they were informed that we are unable to issue the desired reimbursement without the assurance and protection the *** provides. At that point, the conversation was terminated as the customer refused to listen to our ***************** director, and communication broke down afterward.

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21393429
  
  I am rejecting this response because: Their inability to take accountability and repair damages done to the front door used by their staff to move materials during installation is no longer surprising. We *** have not answered two calls recently due to personal matters throughout the span of time we've been trying to get this resolved is irrelevant and trite in comparison to the company's lack of response after the issues began. Also, someone still failed to show up to our home for Locktight's requested "punch out" on Monday, May 4. At this point, this has affected our personal lives much more than any home improvement work should. We no longer expect any resolution from Locktight, as they've clearly stated, but I would like to ensure our complaint is filed and accessible to future consumers that *** be considering impact windows or doors in the future.  
  

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

• Initial Complaint

  Date:02/03/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for impact windows proj 5/2023 at a cost of $27,999 and at the time could not afford cash so I opted for financing. The windows and sliding doors got installed 8/2023 but did not pass the city inspection. Locktight told me to call the Fortifi finance company to voice project complete and approve to pay contractor. I did so but ******* did not and will not fund the contractor until inspections pass and permit is closed. Locktight informs they have been emailing the city since 10/2023 and no resolution. Jan **** the city engineer and Locktight rep came to my property to discuss and inspect and it was dertermined that a revision is needed and after approval of revision then one more inspection needed and then on more to finalize. I was informed both parties will expedite. Now it is Feb **** and still the permit is not closed. I now have borrowed cash to pay Locktight directly $27,999 but I do not have a contact for Locktight accounts receivables and my request for the person that handles financing to call me has no result. What do I do now? Find the owner? Show up to the business address and blindly ask around?

  

  Business Response

  Date: 02/19/2024

  We spoke with the customer shortly after the complaint was placed, at some length, and made the necessary arrangements to cure his balance and help him move his project forward as needed/requested.

  Customer Answer

  Date: 02/26/2024

   
  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,
  
  Phonesavane Lo

• Initial Complaint

  Date:01/10/2024

  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 hired them to do a metal roof and a front door in 2022, which required to have our gutters removed. In October, we refused to release the final payment because our gutters were not put back up after being told they would be. They threatened to *** us, so we released the final payment. I have called several times and have left several messages pertaining to them completing the job. I have yet to receive a call back. I had a gutters company come out for an estimate on Jan 1, 2023. That's when it was discovered that a portion of our roof wasn't completed. I then called the inspection department in my city and they sent someone out on Jan 2, 2023. The inspector confirmed that the roof wasn't completed. They reached out to Locktight which they left a message for *************************, and he have yet to respond. They also reopened the permit and failed it. Spending 58K on an unfinished roof is just ridiculous. They speak nicely until you sign off on the final payment. The lack of communication this company displays makes no sense. Hopefully, you all can resolve this because my next step will be to contact DBPR and an attorney.

  

  Business Response

  Date: 01/18/2024

  We have been in contact with the customer (via our ***************** Director), and has agreed to resolve issues as per contract. There are some cosmetic issues and one small section of shingle under the overhang that we have agreed to replace to get us to inspection, that LockTight is in process of resolving for the customer. Customer has agreed that when these are resolved, they will mark the complaint as responded to satisfactorily.

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21112904
  
  I am rejecting this response because:
  They only contacted us on the 10th to tell us that someone will be calling ** from their roof department and no one did. I reached out to them today 1/18 about not receiving a callback. I was told that they have not heard back from the contractor whom they subcontracted the work to. They are not communicating with us as they say. No one seems to have any information on when they will corrected this problem. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/24/2024

  We are scheduled to go out this Sat. 1/27 to tear off the shingle patch and dry-in preparatory to installing the required metal.

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21112904
  
  I am rejecting this response because: They did not even show up on Saturday, January 27 as stated. No one even bothered to contact us. It is very disappointing to have to be lied to after paying 58K for a service that was not fully completed. My gutters can not be put back up until they correct this. 

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

  

  Business Response

  Date: 01/30/2024

  Our team is going today. We did speak with the customer this morning (1/30) on that visit, to also let them know the install team was running late due to traffic.

  As previously noted, this visit was originally scheduled for Sat. 1/27; it did not due to the weather. Regrettably, the install team did not contact anyone, for which we apologize; our offices are not open on Saturdays, hence our inability to follow up until this week.

  Customer Answer

  Date: 01/30/2024

   
  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: 01/30/2024

   
  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:12/17/2023

  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 went with lock right for my hurricane doors and windows. For the final inspection they required me to pay in full which I did. They then failed the first inspection. I would have to constantly reach out and ask about my process and when they will come out. In the mean time they had several issues with the front door and back slider. (Front door was crooked and would not seal and the slider had gaps of light coming from the corners. On the second inspection, the workers from lock tight told me that if they passed the inspection they can fix the rest. That was a lie and was not fixed. The final crew came by and they stated that the slider was placed incorrectly and not done in the correct manner. They told me this was taken notice and they will get back to me. This was almost a month ago with still no contact with them. They also stated a cleaning crew would come out to clean, but they stated they dont do that anymore. Even after the salesman and multiple workers told me they would.Full payment was given at their request and they still have not completed the job and still wont fix the problems on the project. I have pictures of constantly reaching out for the same issues.

  

  Business Response

  Date: 01/05/2024

  Our ***************** and ******************* are all in touch with the customer, and working with him to resolve his issues, and fully wrap up his project.

  Customer Answer

  Date: 01/07/2024

   
  Complaint: 21021321
  
  I am rejecting this response because: even though they acknowledged it, we have yet to fix it. They have been doing this the whole process. Until they come out and fully fix the issues and I have pictures proving, I will not be satisfied with them just saying they will fix it.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/16/2023

  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.

  Lock Tight as the name indicates are suppose to be Hurricane window door and windows that are impervious to wind and rain and should lock tight. My experience has been horrible as the installation was done very poor. Many of the doors do not close solidly; the dead bolts on the doors either do not close completely or are very hard to close and do not close smoothly. Additionally, many of the French door latches do not close at all. Ive been told by someone I hired to fix the deadbolt issue that the door holes were manufactured incorrectly and the reason why I have deadbolt problem on a few of the doors. The French doors are also loose and shimmy.. not quite sure how thats going to go during a Hurricane.. not exactly Lock Tight.Additionally one of the reveals on a bathroom window is sticking up showing the job was not throughly completed. And the most worrisome thing is that they took down my alarm sensors on my existing doors and placed them back on the new doors. In the master bedroom, not one but two French doors had the sensors placed back on the doors very close to the end of the door with no gap unlike the others with no corresponding magnet put on the reveal next to the door indicating it was done purposely. I cannot think of any reason why this would occur unless the installers had the future intent of breaking into the house through the non functioning sensor. Maybe with a key they had that opens all the doors. Needless to say, I kept a gun by my bed until the issue was fixed by the alarm company. Stay clear of this company. I think the company lacks proper supervision to check their work

  

  Business Response

  Date: 12/14/2023

  The French door hardware issue we are in process of addressing; parts are on order, and will be delivered and installed as soon as they are received. In regard to them being loose and shimmy, we are not entirely certain what the customer is getting at particularly by the latter term; however, we will certainly work with them on the service call for the hardware issue to try and deal with such issues.

  In regard to the alarm sensors - we are not an alarm company, this is not our expertise. We will remove them as cleanly as we can and will try to leave the wires exposed for the customers benefit to make the reinstallation easier for their alarm company/technician. This is something we always communicate to the customer at point of sale. We will, as a convenience, attempt to work with the customer from time to time to reinstall; but it must be understood - again - we are NOT an alarm company.

  
  

• Initial Complaint

  Date:10/17/2023

  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 was hired to change the windows at my house mid 2022. It's almost the end of 2023 and the windows while in place are not done correctly. Their people have come multiple times to "finish" the work and either didn't do anything or were always "missing the parts needed". The customer service people keep promising to get it done while I take the house of the rental market and lose a lot of money. I'm afraid that this company will go busted and won't get my job done. And yes, they definitely will go busted. Looked online and there are so many complaints and they constantly get sued.

  

  Business Response

  Date: 10/17/2023

  Our quality assurance director reached out to the customer this afternoon to touch base and get a preliminary sense of the issues, and will be working with them over the coming days to resolve issues with the job and more.