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:09/07/2023

  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.

  I had my windows replaced several months ago and my sliding side by side window continues to leak. The service guys who come out to check every time I have called to complain, always say the same thing. That its normal. I have water flowing onto the track cover. Not under it, but on top then it leaks to the bottom. The track is clean and the weep holes are clear. Im completely tired of getting the run around and Im tired of being told this is normal. I shouldnt have to keep checking my window for water each time it rains. I can also smell the outside with the window shut. My neighbor was grilling and I could smell it. Something is wrong with the actual window itself. We used this company before on another property and the windows are fine. So they cant continue to tell me this is normal. Im asking for a window replacement at this point because I have been nothing but patient. Its super frustrating to say the least. Im at the point that if I cannot get a replacement window, my next step is getting a lawyer involved. My calls and e-mails this week have gone unanswered.

  

  Business Response

  Date: 09/20/2023

  Our Director for ***************** reached out to the customer to look into the issue, and turned the information received over to our ************* to contact the customer and schedule an appointment to visit and resolve those issues. We look forward to that occurring in a timely manner, and ***************** will reach out again after service has been completed to follow up.

  Customer Answer

  Date: 09/26/2023

   
  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.

  LockTight sent the ************ out again and they did a water test by spraying the outside of the window with the hose. I was told again that the way the water comes in is how the window is designed to work. I spoke to ***** from LockTight afterwards and he sent me a video of the window design and how it works. I wish the sales guy who sold me the windows had at least given me a heads ** that in fact water does come into the track. I would've purchased a different style of window.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/05/2023

  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.

  January 2023 and the last time the contractors were here was August 2023.I spent close to $45,000 to get all of my windows and gareage doors redone for Hurricane protection.When the contractors came initially i told them to grind the grout between the sliding doors and the floor to avoid any breakage. They did not care and kept going. I was assured verbally that the floor would be fixed by those employees at the time and nothing was done. I had the opportunity to speak to one representative who told me that the tile were no longer available and unless I find them there is nothing they can do for me. The tiles cannot be found and the only compensation i was offered was $250.00. I have to replace my entire floor due to neglect and the staff of the company not listening. It is outrageous the arrogance and the lack of care for their customers. the bill was paid for and that was it......I paid everything in a timely manner and was again reassured verbally that my floor issue would be resolved. To no avail. the lack of care and customer service is mindblowing. It is going to cost me $$$$$$ to have the floor replaced.The excuse given is that they are not responsible for tiles not put properly when the house was built. The house had no broken tiles for almost 30 years.Please read other conplaints on this site and DO BELIEVE what is being said.

  

  Business Response

  Date: 09/20/2023

  Our Director of ***************** attempted to reach out to the customer on 9/15, and left a voice message to try and facilitate getting the customer's issues resolved. To this point, there has been no response, so the director will attempt to reach out again today.

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20557938
  
  They can try calling me back, on was a business trip accorss the country.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/04/2023

  I received a call today from the ***************** person who did not offer anything but what the company has already offered. Meaning replacig tiles that cannot be found while their staff destroyed my floor. The company keeps coming back to the contract which, apparently protects them against the wrongdoing of their employees. Once again while installing my windows their employees went against my recommendation to grind the grout between the tiles and existing old windows to protect my floor and ovoid breakages. Today I was also threatened by them reaching that they would reach out to their legal department. Unbelievable. when informing them that they have lost three potential clients in my neighborhood who, after seeing the condition of my house, went with a different company, estimated loss of $150,000. The answer of the quality assurance (who called me to make me happy and find a solution) was "I am not concerned about future clients". this clearly shows their complete lack of concern for the average consumer and of course giveing a BAD name to General Contractors and honest companies out there.

  I actually came forward and offered to buy the tiles and the grout for them to insall the floor, cost estimated at about $2,500 (which compared to the $150,000 they have already lost is minimal)  the answer was the same as i have received before. NOTHING. once again, extremely disapointing. I strongly recommend for each reader on BBB about Ight Lock and Windows to ABSOLUTELY BELIEVE what is written there. 

  

  Business Response

  Date: 10/09/2023

  We have a fundamental disagreement with the customer.

  As the customer states, our quality assurance director spoke w/them in hopes of resolving this complaint. Contrary to what they stated, we did not destroy (their) floor and we do not concede any wrongdoing. This process is one of rough construction; we do these every day, and damage occurs on jobs despite our best efforts. Our contracts are certainly structured to protect the company properly. However, as a matter of general policy we do try to help our customers replace limited breakage such as ***** and tiles directly affected in this process, should the customer provide us the material to do so. Our offer to the customer is consistent with this policy, and we stand behind it. We informed the customer we would be more than happy to provide the labor to replace the limited number of broken tiles our installers were responsible for, if they provide suitable tile.

  Instead, the customer is insisting the only resolution acceptable to them is that we provide the labor to replace their entire **** square feet of flooring in the downstairs of their house, on the basis of the limited tiles damaged in installation of their entry. What the customer does not state here is that their floor is 30 years old, and consists of tiles for which there is no current direct replacement; and despite the limited nature of the damage (to the area by his doorway) they will not accept differing tiles in place of the few that we broke in the process of his installation. It should also be noted that the customer has not sent us photographs of the damaged floor, either, as requested by our quality assurance team. Basically, they are requesting and requiring sight unseen that we provide labor to fully replace their entire floor. We have advised them that is not a reasonable compromise. LockTight Impact Windows, Doors & **********. is not a flooring installation company and we are under no obligation to replace their entire floor on the basis of those few tiles.

  As mentioned, we still are entirely ready to help them with the limited area of breakage involved, should the customer make the material available. What they choose to do in regard to the remainder of their floor is at their discretion.

  
  

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20557938
  
  I am rejecting this response. Emails of the floors destroyed were eamailed to *********************** and ********************* on 3/30/23. Nothing has been done aside from ignoring my issues.

  The pictures are also attached here. What is your resolution aside from a call telling me that nothing else can be done???

  I would also like to add that a metal plaque keeps falling from my front door and the font door hinges are losing paint.I will attach additional pictures.

  Sincerely,
  

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

• Initial Complaint

  Date:07/11/2023

  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.

  LockTight Impact Windows and Doors *** License # ****************************************************************************** Spacer PROPOSAL Office ************ Fax ************ www.locktightimpact.com ********************************************************* ***************************** ********************************************************************** ************* ********************** Date: 09/15/2021 Rep: *************************** They have not sent out a team to install ************** strips, clean the windows and doors, or remove the stickers as promised. Despite my attempts to communicate with *******************, the company representative, there has been no resolution to this ongoing issue. In fact, I received a communication from him requesting a payment, even though the work on my home remains incomplete.

  

  Business Response

  Date: 07/14/2023

  We have been awaiting receipt of the customers agreed-on balance payment in order to finish his project as per his contract (see attached). ************** has been attempting to follow up with him to that end as the person with whom the customer had reached that agreement, but had been having a notable lack of success in achieving contact to do so.

  We note the customer provides a copy of his original proposal; we have attached a copy of his contract for proper reference and review. As will be noted in the terms of the customers contract with us, full payment was due at the point all fixtures were placed in his walls. Per our notes, we were originally seeking payment of the full balance as per contract prior to inspection (which was successfully passed on May 2, 2023), but before inspecting we agreed to let him continue holding a little over $2000.00 until that occurred. When this was done, ************** attempted to collect as agreed and move us to the customers full project finish, but attempts through the remainder of May had no result. In early June we continued to do so, but the customer still had not returned either our attempts (including phone calls, texts and emails) to collect or to arrange service. We indeed had a note at one point that he always answers my emails. Is he ok? In mid June we were forced to shut down service attempts to finish and informed the customer that he was in Breach of Contract for failure to pay under the terms of his contract, as he had agreed.

  We absolutely stand ready and prepared to complete the customers project as we have since his successful May inspection, in return for his payment of the remaining balance of $2,010.00 as he had previously agreed to do. He is welcome to contact ************** to cure the balance and begin making those service arrangements to his satisfaction.
  

  
  

  Customer Answer

  Date: 07/16/2023

   
  Complaint: 20307704
  
  I am rejecting this response because:
  

  I would like to address the inaccuracies presented in their statement and provide further clarification on the matter. Contrary to Locktight's statement, the remaining balance for the project is $2000, not $2010. This can be verified through a canceled check and an email exchange on Tuesday, April 11, 2023, at 10:22 AM, in which ******************* from Locktight stated that I should send $2010, with the understanding that the remaining balance of $2000 would be held until the punch-out team completes the project. It is concerning that the company has provided incorrect information in their statement, leading to a misrepresentation of the facts.

  Furthermore, I would like to address the lack of communication from Locktight following my response to the payment due notice. I informed the company that payment would be made once the punch-out team completed their work, as per our April 11, 2023 agreement. Despite my willingness to fulfill my contractual obligations, Locktight ceased communication entirely, making it challenging to proceed with the project's completion.
  Given the history of the past year and a half working with Locktight, I must express my lack of confidence in the company's ability to fulfill their obligations satisfactorily. Based on this history, I am firm in my decision to make the final payment when the punch list is completed and the project meets the agreed-upon standards. I kindly request Locktight to promptly provide the necessary arrangements and services to bring this matter to a satisfactory resolution.

  I remain open to discussing the situation further and working towards an amicable resolution. I trust that the Better Business Bureau will help facilitate a fair and just outcome.Thank you for your attention to this matter.

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

  

  Business Response

  Date: 07/19/2023

  The customer is correct in regard to the balance owed. We do confirm $2,000.00 is the correct outstanding amount, and we apologize to them for this inadvertent error.

  In regard to the timing of the balance due, we appreciate the customers specific mention of their 4/11 contact with ****************, as that does indeed mention payment of the $2,000.00 balance post-punch out. Per Mr. ******* notes as found:
  Hi ******
  Enclosed is our agreement. I will order your inspection now. Once inspection passes I will have our finishing team complete your home. Today you will send me *******. You will hold the balance of 2000.00  until our punch out team completes your home. My address is listed below. You can wire or send a check which ever is best

  We apologize for the confusion on this, as well, as there was also a subsequent note which mentioned the balance would only be held until inspection had been passed. It was this note that was being acted upon, particularly in light of no contact with the customer. We do reiterate that this is ***** offered to them, as our contracts very specifically state full payment is to be received after the final fixture has been placed in the customers walls. But it is what was agreed upon, and we will honor it.

  In regard to contact:
  - We passed final inspection on 5/2/23. Later that day, **************** first attempted to contact the customer in regard to the balance, but had no success.
  - On 5/31/23, **************** texted the customer with no response. Also that day, our field service supervisor attempted to contact the customer for their exit survey (which would also have determined whether more needed to be done and scheduled it); there was no answer, and he left voicemail that has not been responded to since.
  - **************** attempted to reach out again on 6/8 and 6/13 (this latter was to the customers wife, with the note afterward wondering if the customer was okay), before sending the previously mentioned Breach Notice on 6/14.

  Following receipt of the customers complaint on 7/14, we reviewed the phone logs and email accounts of ****************, our field service supervisor and our service department, but there were no contacts from the customer to be found. If any attempts were made to other contacts in our offices, these were neither noted nor passed along.

  As our customer has indicated a willingness and desire to receive their full completion, settle their balance and have their warranties and service activated, we will gladly have our service department reach out to them in the next two business days to confirm scope and schedule their completion. We would greatly appreciate their confirmation of this and that the customer will have their balance available for our crew when they finish as part of this agreement.

  Customer Answer

  Date: 07/22/2023

   
  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. include the following in your response back to Locktight Windows and doors. 

  Thank you for your prompt response to my complaint regarding the outstanding balance and completion of the project. I appreciate  Locktight Windows and doors acknowledgment of the inadvertent error and for confirming the correct outstanding amount of $2,000.00.
  
  Regarding the timing of the balance due, I want to express my gratitude for considering the specific details of our communication with **************** on 4/11. I understand the confusion and acknowledge that there was mention of holding the balance until inspection had been passed and I appreciate your willingness to honor this agreement.
  
  As for the contact attempts, I understand that there might have been some challenges reaching me. Please note that during the day, I don't have access to my cell phone. To ensure successful communication, kindly use the number ************ from 07:30 AM to 5:00 PM, and I will be available to respond promptly.
  
  Based on the company's willingness to move forward and complete the project, settle the balance, and activate the warranties and service, I confirm my full commitment to the completion process. I would appreciate it if your service department could reach out to me within the next two business days to discuss the scope and schedule for the completion. Rest assured, I will have the balance available for your crew upon their finishing, as per our agreement.
  
  Thank you again for addressing my concerns and for your dedication to resolving this matter. I look forward to finalizing the project and enjoying the benefits of the new windows and doors. 
  
  Best regards,
  
  G Galloway 

  
  Phone Number: ************ (07:30 AM - 5:00 PM)]
   
  
  

• Initial Complaint

  Date:07/05/2023

  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 met with a sales associate in July 2021. I liked what he had to say and signed up with him. Finally in April 2022 they installed my new windows. While this was happening, I realized that the sales associate loved to me about multiple items just to get my business. When they came to install my windows and doors, I realized they ordered the wrong door. 3 months later they finally got the correct door in and installed. About the same time the door came in I noticed one window was leaking. They came and realized the caulking wasn't done correctly. So they caulked that window. April of this year, I walked out my back door and looked behind the couch and noticed my brand new floors were all water damaged. Lock tight came out again and told me it wasn't cauled again. So he caulked the window. When I emailed the company and asked what the next step was to get my floors fixed I never received a response. I gave had mold testing done and I have mold under the flooring throughout the entire downstairs. Nobody will respond to me as to what to do next.

  

  Business Response

  Date: 07/06/2023

  We have some questions for the customer:
  1. Are there any more occurrences of leaks such as those we previously serviced that we need to be aware of, as a current service matter?
  2. Is there a copy of the email that was never responded to? Were there any other attempts afterward?
  We will respond further following answers to these questions.
  
  

  Customer Answer

  Date: 07/08/2023

   
  Complaint: 20278587
  
  I am rejecting this response because:I have had the windows caulked correctly. There doesn't appear yo be any water still coming in but my brand new floors are destroyed 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/19/2023

  We will be having our field supervisor reach out to the customer, to arrange a time to come out, go over our service crews work on the install and survey the location in detail. We will have a substantial response afterward.

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20278587
  
  I am rejecting this response because: they have already come out and inspected it. They have already informed me that the installers "forgot to caulk the slider". They are welcome to come out again and see what is going on. Since it has been so long, the mold remediation has already been completed. 

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

• Initial Complaint

  Date:06/19/2023

  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.

  Many problems the windows are still not completed screens damaged garbage left at condo for weeks I was told I wouldnt have to make a payment for 90 days was never told the payments were deferred. I paid off the loan and was charged over 400 in interest The windows failed inspection and need to be completed still I am scheduled for July 7th for completion Not a happy customer If I knew the payments were deferred, I wouldve paid the loan off earlier.

  

  Business Response

  Date: 07/05/2023

  The customers project passed its final inspection as of 5/5/23, although there was failure requiring corrective action before doing so. We are scheduled at this time for service work on 7/11/23 to hopefully fully complete the project.

  In regards to the interest charges, any information about that was not held back,certainly not intentionally. Indeed, it was available to the customer as a part of the financial agreement which they had signed in late September of last year, and is implicit in the name of the financial product they had agreed to - 15 Year 90 Day Deferred Gold. (As implied by the name, this does mean there are no payments required for the first 90 days; but the interest does accrue.) As a general rule, when we speak with our customers about their financing following completion of the installation portion of their projects, we do try to remind them about that deferred interest aspect upon signature of their completion certificates; this is part of a broadly comprehensive conversation we have with them on the topic where we discuss their various options per their contract, as many customers indeed do like to switch away from financing to cash payment (and we are always happy to help them with that). However, in the course of those conversations this does not always occur; again, this is not a purposeful omission, but is simply a part of how those discussions play out.

  We look forward to fully finishing our customers project in the very near term; and would certainly encourage that if there are any details to that finishing work that still needs to be dealt with after our visit on 7/11 that our customer would let us know so we can deal with them appropriately!
  

  
  

• Initial Complaint

  Date:05/15/2023

  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.

  Contracted to install windows with Lock Tight Impact Windows in November 2022. I have a timeline schedule I would love to share with anyone who can assist. It took the company, Lock Tight, months, not weeks, to secure the permit and then delay after delay in scheduling the installation. In my timeline and communication with the implementation/installation and sales team, we had a window of November through end of March 2023 to finish and get the windows installed. I was repeatedly communicated that we had plenty of time. In late January, 2023, the call went out to Lock Tight that we should insure we get this moving forward, and again, told, plenty of time to get permits, etc...permits were not started, and I was informed they had been started in December, 2022. All through January, February no sense of urgency for the installation. I had called numerous times on status and permitting follow-up. In March 2023, the company started the installation in late March, knowing that my time line was now almost at the end since we had remodeled and were moving in April 1. Now it is May 2023, and the installation is still not complete. Door framing for front door, patio door, all left incomplete. I have had my contractor step in to assist as I needed help with these workers. Lots of unanswered calls, and text messages. They are ignoring the fact that it is now over 3 months past due and I am very upset. I believe I should ask for legal advice, does anyone know a legal expert who could assist.***

  

  Business Response

  Date: 05/25/2023

  We apologize for the stress our customer has felt through this process, and for the delay involved. We do try to make our installations as quick and easy as possible; but the sad reality is that this is rough construction, and despite our best efforts, things can and do go wrong. The customers project was installed complete (all fixtures in walls) as of 3/24, and they were successfully inspected (with some difficulty which was not their fault) and their permit closed as of 5/2. There were and are finishing touch-*** that need to be done; most of these were successfully and satisfactorily completed as of 5/18. We have a plan for what remains that the customer is pleased with and agrees to, for which we are only waiting to receive all the material ordered for it to schedule and perform (this should be done shortly after Memorial Day). The customer is aware of all of this, and our project manager ***** - who informed ** of these details - is working closely with them on all of it.

• Initial Complaint

  Date:03/13/2023

  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.

  Locktight was engaged in July 2021 to install impact windows and doors at my property in ******************, *******. Following in the initial installation in April 2022, there were a number of outstanding punch list items required to complete the project. Despite multiple attempts to contact the vendor, 11 months later the vendor continues to ignore the requests but nevertheless continues to chase and threaten for payment via phone, e-mail and text message. Agreement was made with General Manager ***************************** that the outstanding balance of $2,000 would not be payable until the project (including all outstanding punchlist items) was completed in full and to my satisfaction.Following many months of being ignored by Locktight, I was forced to hire a different vendor to resolve a number of the punch list items at the properly. Additionally, the screens furnished by Locktight for the sliding patio doors do not function properly - they have continued to ignore my requests to rectify the issue but repeatedly threaten legal action as the balance remains outstanding (despite the agreement with *****************************).

  

  Business Response

  Date: 03/13/2023

  We are extremely confused by the customers statement.

  First, we (as either a corporate entity or any individual employee thereof) cannot remove or revise reviews posted on ****** or any other forum; only the person who posted them can, and perhaps ****** themselves if ****** determines said review violates their Terms of Service in some manner. If the customers review is no longer on ******, its disappearance had nothing to do with us; and we would request a retraction of that statement.

  Second, we scheduled (so we believed) - and attempted - to come out to the customers residence on 2/23/23 to conduct the necessary repairs, only to receive the following message from the crew who went to do the work: GOOD MORNING *****.. WE WERE AT ******************* YESTERDAY TO GET EVERITHING ELSE DONE.. BUT SHE DID NOT ALLOWED US INSIDE TO GET THE REST FINISHED OR WORK ON THE SHUTTERS.. COULD YOU PLEASE CALL HER? THANKS. Following that, we rescheduled on 3/1/23 with the customer to have the crew back out there today, Monday, 3/13/23 to hopefully wrap everything up. In fact, as we write this reply, they continue to be there working on the customers issues to try and wrap them up.

  So we do not understand the customers purpose here. We had already agreed not everything went as it should have during installation, and we had already agreed to take care of their issues and scheduled (and rescheduled) to make the needed corrections and repairs to finally occur on this very day. The customer must have known this was the case when they reopened this issue the day before on Sunday, 3/12. And lastly, again, we most certainly did not remove their ****** review.

  It is our hope the customer will consider these elements going forward, and work with us more amicably to finish resolving their work as we have already agreed to do.

  

  Business Response

  Date: 03/23/2023

  Since the customers original complaint, there have been follow-up conversations with them in an effort to resolve each sides issues, and we believe a solution is possible although we are pausing while we wait for the customer to respond to the most recent attempts.

  The customer told us there are still some items they would like us to take care of for them, included at a minimum repair/service on the sliding glass doors that were installed, and we are certainly willing to do that as part of normal service. We are also willing to take into account the customers claim that during the intervening time since their installation they have had finishing work done by a third party; we did not approve that as we would have done it normally, but given the communication issues between us that interfered, we are willing to offer them consideration in keeping with that work as we normally cost it out for our jobs. In order to fully bring this offer forward, we do ask and require that the customer respond to our associate who had spoken with them just previously these last several days.

  Once we have separately reached agreement on this with the customer, the associate theyve been working with will send documentation for their agreement to them separately, to officially review and sign; and we will happily note same for the record here with the BBB. All warranty information will be provided to the customer once settled, and they will be given contacts for any future service issues they may need to have dealt with.

  We apologize for the missed and unreturned attempts at contact that at least in part led to the current situation. It is our hope and expectation that changes we have made and policies and procedures now set in place will help avoid future issues for this and indeed all our customers.

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19589611
  
  I am rejecting this response because: I have not heard from the company to carry the resolution forward - I ask that they please communicate via e-mail as soon as possible.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/05/2023

  Our personnel did reach out to the customer following the 03/24 rejection in order to follow up on the issues involved and schedule service as desired. The current date for that service (to work on their sliding glass door/screen issues) shows as 4/19/23. We will continue to follow up as needed, as per the previous reply.

• Initial Complaint

  Date:03/08/2023

  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.

  I have had ongoing problems with locktight and their lack of integrity. I have had to file multiple complaints against them.Most recently they were supposed to issue a refund check just under $700. The check has been "in transit" for almost two weeks. When I check with the post office they say they don't know where it is. I have asked locktight to cancel the lost check and reissue a new one. They even had an opportunity to hand deliver the check as they were coming to my house anyway. Lock Tight refuses to cooperate or compromise. Their sole goal is to cause me as much misery as possible all because I wouldnt let them bully and abuse **** have a 10 yr warranty in these windows/doors. Is this the type of treatment I am going to get the next 10 years of service? Nothing but abuse and attempts to take advantage?I would like for Locktight to stop being a bunch of butthurt babies and act with some integrity and humanity. The check the issued has been lost in the mail. They need to issue a new one and hand deliver it. They have the ability and the opportunity.

  

  Business Response

  Date: 03/09/2023

  With the customers agreement we have stopped and canceled the original refund check, and have cut and hand-delivered its replacement as of this date. We apologize for the confusion and delay with having this done, thank the customer for their signed receipt, and hope this properly and satisfactorily resolves the issue for them.

  Customer Answer

  Date: 03/09/2023

  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

   

  It's a shame that locktight chose to be so difficult that I had to resort to filing a second complaint against the..

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:03/03/2023

  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.

  Hello my name is ************************* #************, I signed contract without Lock Tight salesman named **************** installe new impact windows at price $11500on 6-14-22, pay deposit $500 first. Wait for about 7 months more time that he told me to expect. They come my house put new windows (no complete) unfinished because they need inspection. At same day after worker left the guy name ********************* from Lock tight call me said that I have to pay full amount $11000 first to finish future job, I was surprised the windows not finished and the inspector not even come to check then have to pay whole amount, nobody tell me before! Because I want things to be done and agree pay him$10000 on 1-10-23 then $1000 left after they get job done to pay them back. The inspector name ************************* came my house to check and not pass on 1-19-23. **** told the company worker had to correct and call **** come again. After 2 weeks I call salesman ************************* no response either text no reply. Then ********************* call me that nobody show up to continue the work because I havent pay the $1000 the balance. I so angry! I pay you over 90 percent money already, I pay so much didnt get what I have, this is fraud not business! He told me to look contract carefully, the tiny word contract is beneficial their company nothing for customer, not fair! Even they said buyer agrees to pay full the installation before work begins, why you dont tell me before and change windows . As customers I have right to know!!! I cant trust the people from Lock tight any more! They have to compete finish the job and get pay the only $1000. I gave them too much time already, I lost sleep for several days because of this , very troubled. I cant let take my so much money walk away and leave my windows unsafe! Thank you!

  

  Business Response

  Date: 03/21/2023

  We do apologize for the customers misunderstanding. We try to be clear about our contracts terms - which are important for our customers to know, and does require for payment to be received in full before final inspection of their jobs - which should have been explained to them in full and point by point. However, we understand that even when that does happen it can and will still often be confusing and misunderstood, and cause ***et particularly when jobs do not finish in the smoothest possible manner despite our best efforts. Thats understandable.

  The customer has been properly collected as per the terms and conditions of LockTights contract and policies, which we greatly appreciate; and their project is currently in the inspections regime. We want to reassure them we are committed to getting the customers job completed through whatever challenges may arise, beginning with passing their inspection to clear their permit from their home. Their punch out of all finishing touch-*** will be arranged after that, after which time they will receive their full warranty information.

  If the customer would reach out to this responders email, well be happy to share all their proper contacts here at LockTight so they know where to go to next for the various elements of our contract remaining to be performed, and for afterward.
  

  
  

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19535533
  
  I am rejecting this response because:
  Horrible customer service, ************* ************************* promised me will fix everything after sign the contract also like your mention that he never pointed I have to pay full amount before job started, now no communication internally. I cant open windows because they no even put screen, wasted my time and headache. I will get lawsuit if my windows no get done sooner!!!
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/03/2023

  Since the customers rejection of our last response, company personnel have been out to walk the project as it currently stands with the customer, go over what needs to be done and develop a plan for it, and get it scheduled out to the best extent possible. Needed corrections are scheduled to take place on Monday, 4/10, which will get us to the first of two inspections still required. When the first has been passed, we will perform finishing for those fixtures so they can be inspected the second time. Additional finishing/repairs and other work expected will be dealt with as soon as possible when the second inspection has been passed.

• Initial Complaint

  Date:02/17/2023

  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.

  Lock Tight Impact Windows and Doors, committed to installing Qty=14 new impact windows. Qty=13 have been installed. One of the windows was not completely installed, the installers realized that the window is approximately 1/8 on each side, larger than the window space. The installers said they will notify the proper people at the company. They left the window with blue tape and left. No one from the company has stopped by to even look at the problem and find a solution. They called me to schedule for city inspection, I told them, how can they schedule for inspection when that windows has not been installed?. ***************** called me to ask me to sign the acceptance of the windows, and told that if I dont sign they will proceed to put a Lean against my property, for even more money than what I owe, I proceeded and signed the release of funds. I cannot believe this type of coersion and tactics happens with companies. ******************* adviced tye they will take care of the problemI have NOT seen or heard anything else, on what action they are going to take.

  

  Business Response

  Date: 02/28/2023

  After discussion between the customer, our chief contractor and the project manager overseeing the customers job, and having discussed the work thoroughly with the install crew involved, all agree the opening in question is structurally out of plum but that we can get the new fixture installed so it will operate properly and pass inspection as desired even though cosmetically it may not look correct or be level with the window next to it. (This is an issue with the structure of the opening itself, a consequence of its age, but all agree it can be adjusted successfully as described.) Following reinstallation and successful final inspection, any additional cosmetic issues with that specific opening will be addressed at a later date by the customer. We have confirmed this solution with the customer in writing, and are scheduling the work to occur as soon as possible

  Customer Answer

  Date: 03/07/2023

   
  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,
  
  *****************************