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:02/06/2023

  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.

  When signing the window replacement contract for $55000, we were promised outstanding product and service. Instead, after initial 2 days on the job (December 28/29, 2022) and leaving a lot of the work unfinished, the Company send workers on January 30, 2023 to continue the work, only after our multiple phone calls and endless attempts to get the project going. They sent the same crew again, which did a sloppy work the first time, damaging many items in the process of it. I pleaded **** in customer service to send more qualified person for patio door installation as our existing floor is marble and required a 2-inch cut. The same crew appeared on that day, did a horrible, crude job and smearing over at the end with uneven caulking! Additionally, they damaged the window seal architectural detail in the front of the house during the removal of the shutters. There is no way of communication with workers as they do not speak English. There is still a lot of items that need work. There is no word from the Company how or when they plan to complete the job. We could not be more disappointed and displeased in dealing with this company.No company with such unprofessional conduct should be licensed to be in business (CGC1528924).

  

  Business Response

  Date: 02/16/2023

  After speaking with our Director of Operations earlier this week, the customer was put back in touch with the crew supervisor responsible for her project; they scheduled a walk-through of the jobsite together to develop a plan to deal with all issues on the project. This will happen on Monday, Feb. 20th. We look forward to the results of that meeting, and the punch list produced being used to get things properly on-track and finished for the customer. We welcome the customers response following that meeting either directly or here, as well, to let us know how it went from their perspective and further help us assist them to a proper conclusion.

  Customer Answer

  Date: 02/18/2023

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

  

  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.

  Customer Answer

  Date: 03/18/2023

   
  Complaint: 19335960
  
  I am rejecting this response because: it is misrepresenting; please see below my true assessment of our ongoing predicament.
  

  Response from Business on March 13, 2023, describing themselves as being extremely confused, reflects truly its chaotic management and demonstrates vividly its disorganized mode of operation.                        
  
  Regarding ****** review: the Director of Operations, ******, called me and made a promise to correct any misdeeds and to finish the job in a satisfactory manner. Instead, he was asking for my permission to take down my bad ****** review, as in his words, one bad reviews is worth ten good reviews. I refused. He insisted, pleaded and almost begged, I said no, but my review disappeared somehow, anyway      
  As agreed, on February 20, a crew of new two people (*********************** and ********) came, but the Supervisor of the job, *****, did not show up. I texted to him pictures of work being done at the time in our house, more of the same sloppy work. He agreed with my assessment. This is why, I did not allow them to go on the top of the roof over the patio, fearing that they will break the roof tiles due to their careless conduct: I was right as upon leaving, they left behind removed shutters and even their tool (the drill).                             So, no incident ever happened about workers being denied access to our residence.

  Next, March 13 was a big day as *****, himself, finally came with the helper to finish the job. They worked hard that day and the next day but could not finish everything. What is remaining: the replacement of one defective window and the repair of the damaged architectural detail under the window.

  In summarizing our experience with this Company, which proclaimed itself to be highly qualified, Floridas Most Experienced Contractor with over 50 years in business, seamless installation like 1, 2, 3, and so on - we were duped.

  The project that should take a couple of days inconvenienced us for almost three months, still not finished. The Company had fired the two workers who did almost all of the installation work - what does it mean regarding the quality of the work that we have? Many items were damaged in a crude process of this project. There is no satisfaction in dealing with this Company.

   

   

   

   

   

   

   

   

   

   

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

  

  Business Response

  Date: 03/20/2023

  In update, we spoke with the crew supervisor in charge of bringing the customers job to completion. According to him, the customer is ****% finished, with their last issue for his crew to deal with being the search for a particular molding for around some of their windows. Other needed work - reinstallation of blinds, replacing damaged baseboard, retouching caulking properly, and cleaning everything more thoroughly among others - has been completed at this time. He did report a new issue we are looking into - he has let us know about glass of one window that has been marked by sprinklers that we are looking into. This issue is still too new for us to be able to update on, but it has been brought to our attention to research.

  These efforts have all been and will continue to be made in good faith to complete the customers project and close their contract, and continue with their service needs as necessary after that. Our sole request is that the customer please kindly refrain from continuing to make incorrect and borderline problematic statements and characterizations about the company, its personnel and its actions in attempting to deal with the customer and carry out the work needed. We understand the customers frustration and even share it to some extent, but what has been said in these most recent correspondences is not at all helpful to this process, and we would prefer to move beyond it to getting them ultimately finished.
  

  
  

  Customer Answer

  Date: 03/25/2023

   
  Complaint: 19335960
  
  I am rejecting this response because: I do not agree with the Companys assessment of current circumstances.

  Indeed, a serious effort was made on March 13/14 to finish this job, which was started three months ago

  The description by the Company of the new problem with the window as marked by sprinkler - on the job site, to my face was labeled by the Supervisor as Manufacturers defect. The defect is within the window, between the two layers of glass; at first, I simply thought that good cleaning will remove what looks like dirty spots, but no - it is inside the window. 

  Regarding Companys statement: retouching caulking property - completed, not all of it was corrected and, unfortunately, some of it was entrusted to the same helper who did it the first time around and is not experienced enough to do it skillfully.

  The most puzzling part about that visit was the claim by the Supervisor of the job that the inspection took place already!!?

   When? I am staying at the house 100 percent of the time while taking care of the baby, and know for a fact that the Inspector for the ************************** did not inspect the installation job.

  The Company owes the explanation to me: how did it avoid the required, mandatory inspection.

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

• Initial Complaint

  Date:02/01/2023

  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.

  Executed a contract with this merchant to change the impact windows and doors in the property. After several months and a plethora of technicians coming, there has been almost no progress. Delays in receiving parts, getting the wrong parts and truly incompetent installers have caused us to lose a lot of money in rentals. And management is probably even more incompetent than the unqualified people they send. Now we're several months delayed and there is zero visibility as to when they can finish the job. But of course they wanted to get paid upfront. That was a horrible mistake.

  

  Business Response

  Date: 02/13/2023

  Following receipt of the customer complaint, our general manager reached out to the customer to touch base and open talks to successfully resolve all issues. The customers complaint about how the work has dragged along is by no means unreasonable, and we fully acknowledge we need to finish up as quickly as possible.

  Subsequent to that, our service manager also reached out to the customer to better understand the scope of remaining work, and scheduled with the customer for service completion using in-house personnel. We are waiting for pictures from the customer to help better understand the work involved, and will confirm with the customer at that time. The intent is to finish all remaining work at that visit, barring the need to obtain further specialty parts to do so.

  When weve finished getting all of this in line for the customer, our general manager intends to reach out again and discuss how we might alleviate some of his other expressed concerns.

• Initial Complaint

  Date:01/31/2023

  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.

  Good day,I am hoping you could provide some guidance or assistance with getting resolution on an unfinished installation of impact windows and doors to my home.In September of 2022, LockTight Impact WIndows and Doors began installation of windows and doors to my home. After, two failed inspections by the *************** and one with inconclusive findings, the job is still not complete. There are "window caps" that need to be installed and a final walk through of the job. During the installation process, there was damage to my roof, which to their credit was repaired. However, the damage to windowsill and additional stucco repair has not been completed. Subsequently, I also have water damage to flooring located near one of the doors that was installed. As well as a screen door that still has not been not installed. At this point, post 2 hurricanes and the holiday season, LockTight STILL has not reached out or responded to a text sent on January 6, 2023.I am not sure if others have had this experience but I'd like to know if you can assist. Recently we were told someone could visit my home on February 8th. This was on January 18 after leaving several messages. The vendor doesnt care about it customers. ****** and ************************************************, ******* ************

  

  Business Response

  Date: 02/08/2023

  Prior to receiving this complaint from the BBB, after finding that a scheduled service call to finish their job did NOT go out, our ************* reached out to the customer and scheduled in-house personnel to perform finishing work. That service was scheduled for today, 2/8/23, just as noted by the customer. We did receive a list of items to be dealt with, and our crew is indeed working to clear up as much from that list as possible today. We do recognize there is still need to develop a working plan in regard to repairs for their floor at the least, along with anything else our crew out today may determine, and as soon as we have that figured out will reach out to the customer to schedule accordingly. We are committed to ensuring all is completed, in the end, and apologize it has been extended along in this manner.

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18956271
  
  I am rejecting this response because:
  
  We are yet pending a response to how the damages to the flooring will be resolved. All other concerns were addressed in the visit to my home on 2/8/2023. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 02/17/2023

  We have agreed to replace the laminate flooring in the customers home office with a similar product to what is currently in the room. Our customer *********** the material, and ************************** will cover the cost as well as the labor to install.

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 18956271
  
  I am rejecting this response because:
  We have not heard from the vendor since they promised to install new flooring. 
  

  We were asked to submit examples of the flooring and measurements. We have done that and there have been no responses to our texts or calls. 
  

  As of 2/28, we have sent another email awaiting a reply. 
  Sincerely,
  
  *********************************

   

   

  

  Business Response

  Date: 02/28/2023

  We do not note any communication received from the customer as yet, and have reached out to multiple potential stakeholders/contacts within our organization to check on this. It would be of great help if the customer would share the email content they sent this information to, as we can then follow up accordingly and hold accountability is/as necessary. Also, they can forward their email to the contact associated with this response, and we will ensure it is acted upon properly.

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 18956271
  
  I am rejecting this response because:
  In addition ********************* sent an email today requesting follow up to the following email addresses 

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

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

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

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

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

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

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

   

  Good day I'm reaching out as I have yet to hear back from ******. Sorry don't have his email or last name. At our property *******************************;we have one last thing to finish out. Between ****** and I our initial conversation on Thursday February 16th and was told that your company would replace the flooring that was damaged and that we should choose the flooring and send him. That is exactly what we did. I sent the picture of the flooring we chose and the dimensions of the room. I have yet to hear back after multiple tries, texts, messages.
  Text on Tues Feb 21st and sent the information. Wed Feb 22nd for follow up and left messages. Fri Feb 24th follow up txt. 
  Mon Feb 27th and left message.
  Today Tues Feb 28th called no answer.
  Can someone please find out what is going on and reach out please.
  Thank you
  ****** and *********************************
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/20/2023

  Apologies for the tardiness of this response. After working to bring the customers provided information to the parties needing it, the work to replace their floor was scheduled for today and is now being taken care of. As of the time of this writing, the crew supervisor involved informs that 90% of the work is done, and it will be complete this afternoon. Once finished, the supervisor plans on making a final survey of the project with the customer; and barring something unforeseen, expects that the project will be complete following todays work.

  Customer Answer

  Date: 03/21/2023

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

• Initial Complaint

  Date:01/21/2023

  Type:Product 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 hired locktight to do the windows and doors throughout my house. They decided they didn't want to do the baywindow and the garage door. I am owed a refund of $6541 (as of Dec 1). I was initially told it would be mailed out that same week. When I didn't recieve it, I called to inquire about my refund. Lock Tight employees ****** and **** lied to me multiple times, claiming that the check was being put in the mail "today". I reached out to the owner, ******, multiple times. Most of my inquires went ignore. He responded once, stating he would look into it. I've reached out to ******* multiple times, and have recieved no response. I am currently in the process of preparing the proper papers to file in court, however, I do not want to go to court. I just want my refund.

  

  Business Response

  Date: 01/31/2023

  Customer was issued the requested refund on 1/26/23. Please accept our apologies for the delay in processing and sending it.

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18873749
  
  I am rejecting this response because:
  I have not recieved any refund check. The company continues to claim they sent a check and  check never comes. The companies lies for weeks on end. The delay was intentional and I have not been compensated for the interest that I have been paying on this money while they have refused to issue my refund. They lie and say they've issued it, but they never have. I have yet yo recieve any thing. I am moving forward a law suit for $50,000. To compensate me for the withheld refund, the interest on my credit card (*****%), plus the excessive stress and abuse coming from the company. The company has not refunded me for the design on my front door that they never installed, and they have yet to repair the window over my kitchen sink.  Since they don't want to hold up their end of the contract, I'll take them to court. They have had plenty of time to rectify this.
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 02/02/2023

  With respect to the customer:

  We clearly understand they believe they have not been dealt with honestly, previously, and we acknowledge and regret that perception as well as the delay in issuing their refund have brought the issue to the BBB complaint level. However, our statement in response was truthful: to provide additional detail, Check #***** for the full amount of the customers requested refund of $6,451.00 as noted in their complaint was cut and signed with a date on the check of Friday the 27th, and sent out via regular ************ either that day or Monday the 31st. Please ******** of attached payment record in support.

  This is a factual account of what we have done to meet the customers requested/stated resolution for their complaint, since receiving it and prior to their expanded demands in their rejection. We regret the postal service has apparently not delivered it as yet, and again sincerely apologize our previous efforts in getting the refund released were lacking.
  

  
  

• Initial Complaint

  Date:01/18/2023

  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.

  We hired Locktight to replace windows and front door in our home. Contract signed March 2021, supply chain issues delayed install until Dec 2021. At which point install was extremely messy and destructive. Locktight subcontracted the work and crew was very vocal about the fact they needed to finish work fast to make the job worth it, therefore cutting corners. Balance rods broken on windows, door frame damaged. Locktight has sent 4 crews over a period of a year, and each time they are taking notes of what needs to be replaced to be ordered. ***** (service manager) visited once as we complained about walls being damaged by one of the crews and assured us it would all be fixed back in June 2022. Each visit has been the same process, some items have been fixed but we still have windows that do not work and front door that is incomplete. Today spoke to ******* from service who advised me they have been trying to contact me since may of last year and no response. which was inaccurate, when i mention the amount of visits she confirmed parts are on order since our last visit back on Nov 2022. No ETA on when parts will arrive, or when work can be scheduled. Not looking for an apology or excuses, just need to get what we paid for completed and to the standards they are supposed to be, not a rush job to close the ticket out which has now been over a year with back and forth since install.

  

  Business Response

  Date: 01/31/2023

  Our ************* Manager reached out to the customer on 1/19 to speak with them, and confirm the scope of issues to be dealt with. He reassured them at that time that their parts would be placed on order immediately. The customer was offered the option to partially perform needed work based on available stocks of material, but declined in favor of finishing when the full compliment of parts was available. As of later that same date, covers for ten opens and one set of balances were on order manufacturer ESW, with a second set ordered the next day. A service call entry has been created for when those parts arrive and are available, at which point we will schedule a date with the customer. We do not have an ETA as yet from ESW for the parts ordered.

• Initial Complaint

  Date:11/30/2022

  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.

  Contract signed with the company 10/4/21, at the time of this writing it is 11/30/22. We were told in writing installation would occur in February of 2021. Then this was pushed to April as they said supply chain issues. We were not installed until June 2021. All of that would have been a reasonable experience if at the end we were served with appropriate communication and necessary customer service to resolve our issues that occurred and were communicated day one. Multiple installation defects on day one with third party installation teams there was zero accountability. Locktight Windows and doors did post installation walk through on on 6/22/22. Multiple issues were noted on installation to include a scratch slider panel. As mentioned above it is now 11/30/22 and this scratched glass panel was not reordered until 11/29/22 when I called following up once again since there was no follow through calling me back. There have been multiple installation teams within my home being told they were completing the issues hand and each left insufficiently addressing the defects. We have had a walk through with ES Windows on 11/3/22 as required by Locktight to reorder any product in attempt to pass poor quality control of products onto them. I have spoken to every channel accessible to make an attempt to resolve our issues; **********************, *****. There's been multiple conversations about our issues, no one is taking responsibility to complete job in a timely manner. Signed contract states, "All work will be completed in a workmanship manner according to ******* Building Codes and Industry Standards and Practices." We have multiple openings per ES installation need to be fixed as it is effecting use/appearance of, door with scratched glass. Multiple contractors have stated currently we would not pass inspection. Locktight refuses to communicate issues at hand without being chased down. If I did not call to follow up there would be no resolution to the issues.

  

  Business Response

  Date: 12/02/2022

  After receiving notice of our customer's complaint, we reached out to them to better confirm and clarify their various issues as they currently stand. We took time to listen and then explain directly to our customer some of the less well-understood aspects of our process that affect our job together, and then assured our customer that we would immediately meet all company stakeholders involved to develop a detailed plan to fully identify and correct their issues, with the goal of successfully finishing their job and re-earning their trust. Following that meeting, our ****************** manager - who will be spearheading the effort to complete our customer - reached out to introduce himself, give his contacts and inform our customer of the initial steps we are taking and the general plan of action going forward. We assured our customer all work to come will be performed by our in-house personnel.
  
  
  Our immediate action is to complete necessary repairs and work so our customer's project will successfully pass final inspection. We have scheduled for next week (week of Dec. 4th) for a full crew to go out for this purpose, to return if/as needed to meet this goal. Scheduling of final inspection will follow as soon as that is complete, with remaining project activities (finishing touch-*** and etc.) to follow in a timely manner. Contact will be maintained with the customer throughout.

  Customer Answer

  Date: 12/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and at this time I am awaiting the plan of action to be completed,  more than a phone call promise of intention. Upon this phone call with ****** and ***** /"front of house operations" it was confirmed that scratched glass panel has still NOT been ordered even though I was advised on the phone this week by ****** that it was. I was told the issues are supply chain issues and that it warranted the timeline. Conversation were hostile at times and still would like to make note of operations that do not make it feel as it Locktight prioritizes advocating for necessary quality control of product as well as ensuring that customer service is meeting basic level of expectations. I accept that there are claims to amend the issues at hand, but as mentioned to company I have been filled this promise at many times previous and until the work is completed in entirety I will not be sufficiently satisfied on the service provided. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/14/2022

  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 had an installation completed by the company on May 25, 202 everything went well until our front door was having issues. So many issues that we did not pass inspection because you nearly needed to run into the door to get it opened. Not to mention that whoever you subcontracted to complete the installation forgot to take the pictures required for the inspection. The company then had to send out a service team, who if I'm not mistaken was led by a man named ****. His team and he adjusted the front door and had to remove the back door for photos. Great. That was when I asked him to go ahead and install screen doors on the sliding glass doors, which the inspector had advised was okay since he just needed the photos for the sliding glass doors. I was told that there was a part missing that needed to come from Columbia and it would be a couple of weeks. I understood, given that everything was taking longer to arrive (I waited almost a year for my doors) Four weeks later I decided to call the office to get an update, and that was when I was advised by ******* that my order was complete and there was nothing pending. She claimed that I had signed off on the completion of the job. The only thing I had to sign off on was the inspection, if we think about this logically, you could not even install the screen door until the inspection had been completed, so that is yet another run around your company has provided me with. I explained the entire situation to ******* and she told me she would speak to a supervisor and return my call. Still, no call back from her to this day, and every time I try to get in touch with her she will not answer me. I have had to get in touch with ****, my salesman, and he told me that I had to speak to *****. I got in touch with him about two weeks ago, and he scheduled an appointment to come out on Nov 2, 22. but he still has not shown up. I still have screen doors sitting in my living and no answer from them at all.

  

  Business Response

  Date: 12/07/2022

  Our ****************** manager **** has attempted to reach out to the customer on both 12/06/22 and 12/07/22 to discuss their issues, the scope of work needed to be completed in the punch out process, and the steps taken so far to line up for completion (including the expedited order of needed screen tracks for their sliding glass door (opening #2)). The attempts went to voicemail, which have not been returned thus far; we will continue trying, to ensure the customer is properly updated on all the above.

  
  We apologize for the previous lack of contact. This is an issue we have taken note of and are working to put better processes in order to get needed contact back to our customers. As the customer has had issues trying to reach our ************* via phone, we would like to provide the following email addresses for additional direct contact points - manager **** is at ********************************************************* and ******* can be reached at ************************************************************.

  
  

  Customer Answer

  Date: 12/11/2022

   
  Complaint: 18400717
  
  I am rejecting this response because:

  Thank you for your response. I received a phone call on 12/8 from ******* who identified himself as a manger. He told me that the parts that are missing for my doors need to be ordered overseas and will take six to eight weeks to arrive. He did not provide me with a certain date or any commitment, rather just told me he would be ordering parts and it will take up to eight weeks. 
  
  
  The issue that arises here, is in May I was told the exact same thing ******* is telling me now. One of their employees came out prior to our second inspection and told me he would place the order for the parts. Yet now we are back to the same place we were in originally. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 12/19/2022

  We regret we can only reiterate what was in our previous reply with but a few additional details. The parts and material needed for the customer have been placed on order #***** with ES Windows, totaling three screens and one screen track. As our service manager ******* explained to the customer when he reached out, expected lead time for this material is in the six to eight week range from the point of ordering (12/9/22); because of this, its simply not possible to provide the customer with more  specific scheduling details. We understand, because of the history and events leading up, that this is less than satisfactory; but it is the situation as it currently stands, and we wish to be transparent about that. And we are certainly committed to seeing the installation of these parts is done and the customers project is ultimately completed as quickly as we are able.

  We also continue to work to improve our communication both internally and externally, as well as bringing accountability into play where needed, to do our best to avoid situations like the customers going forward. While this cannot make up for this customers past experience, it will hopefully help us with the customers issues currently and with others in the future.
  

  
  

• Initial Complaint

  Date:10/16/2022

  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.

  Initially when we went with Lock Tight Impact, we were told that our impact windows would take a while to arrive because of convid-19 and the whole logistics of containers sitting out on the water. Fine we were okay with that. Finally, the windows and door arrived. We accommodated the workers quickly with dropping everything we were doing, taking days off from work and so on because they needed to arrive and install. We were okay with that too. What we are not oaky with is this half a** job they left unfinished. A sliding glass door the leaks AIR. The sliding glass door STILL has no screen to it. The garage window was installed broken as well as the bathroom window, cracked. The master bedroom window another missing screen. We need them to come back out and FINISH installation correctly and install windows, doors, including their corresponding screens correctly. ALL materials and installation we signed up for and purchased. My husband and I have called, emailed even visited the place of business and we get is either no responses or the constant run around. What we need is for Lock Tight Impact to finish the job correctly. Thank you.

  

  Business Response

  Date: 10/27/2022

  Product is sometimes damaged during shipping however everything is included under the manufacturers warranty. A s far as the air coming through, the first report of this was on 9/13 and a ticket was submitted. There were also balance rods that had to be ordered which are due to arrive 10/29. Also to be noted is that ******* has called twice to schedule with the customer, on 10/24 and 10/25 to schedule service to come out. looks like she also sent an email with no response. Since they havent respond, service hasnt been able to go out to see what exactly is needed as far as screens. We look forward to completing the job asap for the customer.

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18232064
  
  I am rejecting this response because:

  I reject their response because it is straight up bullshit!

  NOONE from their office has called us. I am providing here all the numbers *****************-314-9400, 1-************ given to Lock Tight which they have on file and NOONE as called us. We have been given the run around from this company from the get-go and we were stupid to give them the benefit of the doubt.  Fix ALL OR WINDOWS AND DOORS that you left with your half a** work. 

  Thank you to the BBB.
  
  Sincerely,
  
  **********************************

  

  Business Response

  Date: 11/18/2022

  As previously stated, the Company has maintained courtesy and cordial communication with the Customer regarding the status of the project throughout the production process (please see attached communication history. "CC" in notes is referring to call customer).  *********** scheduled and sent a service technician last week and have also scheduled the remaining punch-out on 12/3. The company understands the customers frustrations however its important to note that the company has in fact made an effort to complete the project as agreed to, which is why the company has gone to the residence several times and also has another appointment already scheduled with the homeowner. 

  Customer Answer

  Date: 11/20/2022

   
  Complaint: 18232064
  
  I am rejecting this response because:

  I enjoyed the part where the company states "they have been out to our house several times". 

  False and incorrect. When initially scheduled alleged installation, we would not be going down and still on this road. 

  STILL waiting for the screen to the sliding glass door, (door still useless). They sent two guys out on 11/9/2022, one tracked my house making a mess and hanging his ********** and hat in my bathroom like he lives here. The other was sent to soften the situation, Still I have no screen. It's always an excuse and the job is still not complete. Thank you for wasting everyone's time. 
  
  Sincerely,
  
  **********************************

  

  Business Response

  Date: 12/09/2022

  To begin with, we regret and apologize for the issues with communication and responding to the customers attempts. This has been a big issue, one we are constantly trying to improve but it is very much a work in progress. This includes internal communication, so that the customer doesnt get multiple stories - or none - when speaking to different personnel. Thats not acceptable. Again, our apologies and we will strive to do better going forward.

  Following the customers 11/20 response rejection, we do see there was a service call performed on Dec. 3 primarily to address the air leak at their sliding glass door. This looks to be accomplished, however the screen issue is certainly still outstanding with that same door. We note there is a call scheduled for 1/7/23 to hopefully deal with that issue conclusively. However, we will be discussing this with our ****************** manager ****, to reach out to the customer within the next few business days regarding this visit and make sure there are no further service-oriented issues beyond that in need of address, or if there are to add them to the scope of work for the 1/7 visit.
  

  
  

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18232064
  
  I am rejecting this response because: This will make the 6th visit they come out and nothing is accomplished. They leave and we are in the same boat with the same issues. The rep ******* has the audacity to give attitude to my husband when he called back the office to schedule the current appointment, we have now for January 2023. It is not for lack of communicating or a language barrier we both speak perfectly English. We have repeatedly communicated all issues yet when Lock Tight arrives, we are left with the same issues. We are not here to give ant one any issues we are the ones that are stuck with the bill. 
  
  Sincerely,
  
  **********************************

  

  Business Response

  Date: 12/20/2022

  We did attempt to contact the customer the afternoon of 12/15 to schedule for the following day (12/16) for install of their screen door (instead of the current 1/7/23 date). A second attempt was made on 12/16 to try for an early install date for their screen. Unfortunately, neither attempt was successful; and voicemail was left.

  This item (screen door) does appear to be the last needing to be addressed. The 12/3 visit lists the air leak as being dealt with. All other items we find mention of in the customers history - the garage window being installed broken, the bathroom window being cracked, and the master bedroom window with  another missing screen - all appear to have been handled as per our responding technicians aside from the screen door everything else was complete. Attached is our service ticket from 12/3 noting the only remaining item being the customers screen door over the customers signature.

  Failing a direct response from the customer to schedule an earlier appointment, we will look to fully finish their project on the 1/7/23 call already arranged.
  

  
  

• Initial Complaint

  Date:09/19/2022

  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 signed an agreement with Lock Tight *********************************************** on 02/11/22 for 4 windows and 2 sliding glass doors with screens for the amount of $15,573.00. We paid them $13,197.00 on June 2, 2022 when they were installed. At the time of installation they told us they sent the wrong tracks for the screen doors and that someone would order the correct ones. There was also 1 window screen that was bent when it was installed. They made a list of everything that needed to be corrected from installation and said someone would get back with us, that never happened. We have sent endless communication to *******************************, ********************* - AR Installs ************************ ************************* - Service Manager and ******* - Support Staff via phone, text, email and an in person visit who all assured us they would take care of the check list and everything that needed correction. This has been going on since June and nothing has been corrected. ********************* was sure to contact us regarding the last payment of $2447.48 on June 24th and told us that if everything did not get corrected we could cancel the last payment if we put it on our credit card. We filed a dispute on the morning of Sept 19th because they have not corrected anything and have set up meetings to come to our house and never showed up or called back to reschedule the visit.

  

  Business Response

  Date: 10/03/2022

  We have worked very hard with the customer - and continue to do so - to get them through their various issues both before and after their inspection. We note much of this occurred before collecting their remaining balance, which was done with their full agreement. We cannot either verify or deny their claim they could dispute that final payment - it was three months past and is undocumented. It is an obvious ability credit card-paying customers have, and they have since used it.
  
  
  We have continued to receive the customer's calls since that time, and have in every case attempted to help them - both by directing them to the proper desks to deal with their issues, and also by giving the customer the correct contacts for them. We have never refused the customer's attempts to contact us, and when unable to take a particular contact at the moment have always reached back out to them. 
  
  
  In regards specifically to the screens for the sliding glass doors: We do note as part of our internal record as of 6/10 that issues with SGD screen tracks was mentioned. This was not considered as high a priority issue at that time as dealing with the customer's major stucco and potential double-bucking issues (noted as potential fail issues on municipal inspection). Part of the extended delay in getting back to the screening issue arises from the length of time it took to solve those inspection-related issues - which was also partly due to an inability to get the proper work crews out to the customer to take care of them (and on at least one occasion when they did go out they got turned away). This was finally repaired and inspection set for early-mid August. Everything was on hold pending that inspection. After inspection passed 8/11, we continued to work on all the finishing issues, including screens, with service calls stemming from 8/22 contact with the customer, including a full job survey on 8/26. Based on what we learned, we scheduled to go out in early Sept. to see the actual scope of work needed to finish. Due to a variety of circumstances - at least one of which was the customer denying us access - we were unable to do so and had to reschedule again. We were finally able to get back out on 9/26 to get the full, actual scope - including that it actually was the tracks being incorrect and which opening was definitely involved. Replacements were ordered the next day, with an eta of 10/13 to receive, and we will schedule with the customer to perform the needed work as soon as they are in. 

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18044257
  
  I am rejecting this response because: we have NEVER REJECTED the business coming to our home to fix the problem! That is a lie! We have called and begged them to come out because the screen doors were a problem since the day of install. We have had at least 4 or 5 crews that came out to our home and wrote down the information about the tracks for the screens. When the crew came on Sept 26th, the man took pictures and video and said he communicate all of the information to *************************, however we have never heard back from the business in relation to an order or install date for the tracks.

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

  

  Business Response

  Date: 10/10/2022

  The first instance where the call was rejected or delayed came on or about June 20. The install crew was attempting to come in to work on stucco covering the bucking at the customer's sliding glass door; this was needed to pass inspection, one of the very serious concerns we had mentioned previously in creating the delay. Upon knowledge and information, a crew had been sent to work with this; the customer - owing perhaps to the uncertainty of the visit at the time - turned them away. Following communication to clear up this uncertainty, the service was finally performed, and that area of concern has passed municipal inspection as previously noted; but it did create additional delay while it was being cleared up and in the process of rescheduling the needed service.
  
  
  The second instance occurred more recently, on Sept. 15, in the process of trying to identify the full scope of the customer's screen/track issue. *********************** as service department manager had arranged to visit the customer himself; unfortunately, circumstances prevented him going out so arrangements were made to send our technician **** and his truck and crew out to assist the customer in his stead. This also was not allowed; and while we are willing to concede that the circumstances involved may have caused the attempted visit to be too late for the customers' schedule, nevertheless it led to further delays while we rescheduled this needed call. As with the first instance, ultimately we were able to reschedule and go out (on Sept. 26) and make the necessary determinations, order the needed parts and are now awaiting their arrival to return to the customer and fully complete their job.

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18044257
  
  I am rejecting this response because: the company records and response do not line up with the multiple phone calls we have made asking for someone to come out to our home to review the work done after THEIR crews (multiple but never the same guys) told us that the work done was not correct above one of our doors. Also, crews would show up at our home at random times without being scheduled with us. We allowed them to do their work because we have been waiting for months for this to be finished along with the tracks for our screen doors, we have communicated to ALL of the crews that the installers said the company sent in the wrong size tracks for both doors. Every one of the crews wrote down the information about what was wrong and said they would communicate it and someone would get back to us. WE SHOULD NOT HAVE TO BEG FOR OUR THE WORK TO BE COMPLETED! ************************* never called the day he showed up either to say he wasn't coming and never rescheduled.  We called to ask about why he didn't show up and then a crew was sent out. The doors and windows were installed in June, we still have not received the correct tracks for the doors and it is now October.  We called again on Oct 10th to find out what was going on and ************************* said the tracks were ordered but will take 8 weeks to come in, so now we are looking at December for tracks that should have been ordered in June!  
  Sincerely,
  
  ********************************

• Initial Complaint

  Date:09/06/2022

  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 July 27th and 28th, 2022 locktight installed impact windows and doors at my address. On the first day of arrival, it was pointed out that a glass in one of the windows was broken and that it came from the manufacturer that way. I was told that the company was aware, that they had already reordered a new glass, but that they wanted to do the installation to get my product out of their warehouse. On August 5th I paid my account in full. At the time of the transaction, I asked **** when I would receive the new glass and about the inspection. I was told then that it would take about 30 days for the glass to come in, that it was already ordered, that he would try to expedite it and that within 5 business days I would get a call from someone else within the company for an update. On August 26th, after not receiving any communication from the company I called **** and left a message, still no response. On August 31st, I called **** once again, no response, I did not leave a message this time. On the same day I placed a call to *****, who did return my call, but I missed it. I returned the call on 9/1/2022, received a call back on 9/2/2022. At this time ***** said she called to schedule my inspection, when I asked about the broken glass being replaced I was told that there was no record of a broken glass anywhere in my file, at this point I was upset and asked for a manager. I spoke with ***** who said the same thing, then they found something saying it was a door that was broken, I told them no, that they needed to listen to me as the customer and that it was a glass for a window that was broken. At 5:30pm ***** came to my property, took a picture of the broken glass, said that the company would order it and that it would take 7-8 weeks for delivery. SO ALL THIS TIME I WAS BEING MISLED WHEN I WAS TOLD THAT A NEW GLASS HAD ALREADY BEEN ORDERED. This company is not trustworthy, I do not trust them to follow up, and I would like to ensure that my issue is resolved ASAP.

  

  Business Response

  Date: 09/20/2022

  We understand that the customer is frustrated in regards to the replacement glass, however we disagree with the customer's claims. The glass was in fact ordered and is scheduled to arrive 09/29/22. In an effort to please the customer we also sent a lead project manager to the customers home after hours to inspect the opening. Sometimes items are damaged during shipping, in the event that happens the company immediately submits a reorder for those openings in order to expedite the order to complete the inspection and punch list items. We understand that things don't always move at the pace that some customers expect, however we are making a diligent effort to fast-track the remainder of the project. We look forward to finishing the project and leaving the homeowner extremely satisfied with the finished product. Again, the replacement glass is set to arrive on 9/29, upon arrival we will immediately schedule the installation of that glass with the homeowner, inspection will be scheduled for the next available day and then our service crew will be scheduled to complete any punch list items. Thanks again for your patience and your business. 

  

  Business Response

  Date: 12/08/2022

  First, we apologize for the continued communications issues our customer has experienced. These have been a problem since *****, and we are constantly working to improve both our internal and external communications to better meet our customers needs. This effort remains a work in progress with its issues still, but we are committed to making this experience better for all involved.

  Our General Manager ***************************** has been in touch with the customer in order to address the issues raised here and on other review venues. Following is the plan we have developed to resolve them and live up to their agreement with ***********

  In regard to the most current issue, our *********************** (******) has been in contact with the customer about the replacement glass we have been waiting on. It is expected to arrive Thursday, 12/15. After it is received, ****** will inspect it to ensure it is ready for the customer, and will then reach out to our installer to get an available date with our installation crew to perform the work. That will be coordinated with the customer to finalize the date.
  Once the replacement glass has been installed, our ***************** will schedule the customers project for the next available slot for their final inspection. Once we have passed their inspection, the ************* will arrange with the customer for any final touch-*** and/or service needed to fully complete their project.

  To ensure proper oversight and attention are maintained on the customers project, we have included it on our recently created Priority List (which is viewed daily and reviewed weekly by all departments). This better allows us to ensure projects do not continue to slip through the cracks for great lengths of time as this one in the past.

  Our ****************** will continue to stay in contact with our customer as necessary until the replacement glass is installed; their contact is ******, who may be reached at ***************** (email: ************************************************************* Contacts for our ***************** are ***************** (*****, inspections lead - email: *********************************************************** and x113 (*****, inspections assistant - email: ************************************************************ and lastly, our ************* contact to help with our customers finishing and for any warranty or service issues after is ***************** (email: ************************************************************).

  We sincerely hope our performance in these steps along with General Manager Tylors work with them will help us to re-earn our customers trust.