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:09/06/2022

  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 January 10, 2022, I gave Lock Tight Windows and Doors $7000 as a down payment toward the final price of $17,488 to install impact windows and sliding doors at my house in **********, *******. I was told that the lead time would be 12 to 16 weeks, which would mean that my windows and doors would be installed in April, 2022. I have called them every month since then and each time I call they tell me that the windows are being shipped on the following month and will be installed on the month after that. Last month I got the dates of Sept. 2 for the arrival of the windows and October for the install. Today they told me that the windows were being shipped at the end of September and the install would be sometime a month from them. I would definitely have them for the next hurricane season in 2023. This is such a scam. I hope you can help me.

  

  Business Response

  Date: 09/19/2022

  We understand the customers frustration in regards to the lead time and we share that as well. At the time this was contracted material lead times were in fact near 16 weeks, unfortunately that lead time only got worse throughout the year due to labor and material shortages that affected the manufacturer as well as mounting logistical challenges through the international ports. We are happy to say the project was installed on 09/14 with the exception of one backordered window that is due to arrive this week. Upon arrival of that window will be scheduling the final inspection with the local building department and scheduling our service crew to complete any punch list items. The company sincerely apologizes for any delays during the process and looks forward to completing this project for the homeowner. 

• Initial Complaint

  Date:09/04/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company started the job on august about the 12,2022 and told me it will be finished in two days that didnt happen they put the glass upon all the windows with no door nobs they took my blinds down inside then told me they not allowed to put them back up which they failed to tell me at the beginning that they cant put them back up so Im left with trying to pay someone to put them up then they left that day I didnt here anything from them as far as coming back to finish the job so after one week and 3 days I call the office and told them I would like to stop what ever else they need to do because they look like they wasnt coming back so the guy in the office argued with me that if I stopped them at that moment they would take me to court and *** me because they did it before so I started to cry and told him it not fair you charging me ****** dollars and you not finishing the job left all my windows wide open for weeks with nothing to the windows all of they trash still in the yard where they damaged around the edge of the windows they didnt replace anything or patch them back no replace the paint they just messed up all the windows messy job the door they replaced not on right the door is hanging I call about the nobs 3 weeks later they sent the same guy he came and said they ordered the wron g nobs now I didnt here from them again its 2 more weeks Im waiting for Tuesday September 6 2022 to call again to see is thats all they gone do for ****** and they called me the same day the guy came to bring the nobs to telll me to rush and sign a document sign stating the job was finished when they know its was not finished I refused to sign he told me if I didnt sign that they they was going to take me to court and put a lien on my house so I had to sign cause I didnt want a lien on my house long story short this company is ridiculous want you to sign before the job is finished messed up my windows they look worse then when the started yall need to stop them

  

  Business Response

  Date: 09/16/2022

  We would like to apologize for any delays in lead times although it is something that we unfortunately experience often given todays manufacturing and logistical challenges. 

  All of the product is installed we are simply waiting on a few backordered items to arrive. When they do we will promptly schedule the inspection with the local building department as well as a service visit to complete the punch list items. 

  Thank you for your continued patience.  

  Customer Answer

  Date: 09/19/2022

   
  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:08/18/2022

  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.

  Do not use this company!!!! Promise and dont deliver. A job that was supposed to start middle February never started until June and here we are in August and still not completed BE CAREFUL they will tell you the job takes 5 days to install and its not true, why? Because they will work 2-3 days or in some cases 2 days a week and disappear, leaving your house in a total disaster. BE AWARE they will do work without consulting with the homeowners, no one to supervise their workers that will work a few hours and then they disappear. BE AWARE OF LACK OF COMMUNICATION and if you start calling everyone you get accused of confusing them. Pictures are available of the mess and trash left behind. No one supervising the job !!

  

  Business Response

  Date: 08/26/2022

  The company has made valid efforts towards getting this job completed.  We do understand the job did not finish during the slated time frame given, nevertheless, we has passed inspection.  Our Field Manager did a complete job walk thru inspecting the installation on 8/24.  Furthermore, all service parts are ordered and the customer has acknowledged arrival of service items. Lastly, the company has scheduled for our ****************** on 9/1 to complete tasks for touch up paint on openings that are needed,  sliding glass door adjustments and drywall work. We are fully committed to fully complete and bring this job towards ultimate satisfaction as we expressed to the customer today when the company spoke with the customer. Thank you 

  

  Business Response

  Date: 12/06/2022

  First, we deeply apologize that we did not get it right and fully finish everything as promised from the initial complaint in Sept. That will change; and processes are being adapted that will aid greatly in that effort, particularly to improve communication both internally and externally.

  
  To address the most recent issues, our ****************** has been in touch with our customer to set and confirm an appointment date for 12/8/22 to perform service and touch up work that should fully finish their project. (This was scheduled on 11/28/22.) Most recently, our Service Manager spoke with the customer to confirm/update the scope of work involved, and note it accordingly on the service ticket our crews will be taking out. LockTight in-house personnel will perform this service, utilizing at least two crews to begin with, and possibly more if/as needed.

  
  Our ****************** will stay in contact with our customer as needed; our customer should also be able to reach out to them at ***************** (email: ************************************************************* when and as needed (particularly since our ****************** handles all service and warranty issues for completed customers, going forward).

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 17739735
  
  I am rejecting this response because: until the job is completed on Dec 8, 2022, I will give my opinion.

  My appointment was scheduled 2-3 weeks ago and yesterday I received a phone call from the ****************** saying that they wanted to schedule an appointment. When I mentioned that I already had one the gentlemen went back to ask or to search his notes and realized that it was already scheduled...communication communication does not exist.

  Hopefully tomorrow the job will be completed!! BTW, sliding doors screens are ripped off with the first gust of wind!
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 12/07/2022

  With tomorrow's service call on the schedule, we are not sure why our response needed to be rejected prior to that call occurring; and we regret that as part of trying to make sure we were settled for that call our reaching out was not well-received. We need to do better. However, we are content to allow the call to happen as scheduled and for the customer's proper reply to our response to follow it's full completion. As mentioned, we certainly hope to finish after tomorrow - although this may depend on the availability of additional crews beyond those already scheduled to help handle them if and as needed - but regardless  we are committed to bringing the project to a close as quickly and successfully as possible, and maintaining contact with the customer as needed so they are kept informed.

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 17739735
  
  I am rejecting this response because: Yesterday Dec. 8, job was not completed. Workers were not provided with a checklist. We needed to go to our emails to find what was needed to be done, still workers were not aware for sure of all the pending work. They left stating they were going to look for the rest of the missing parts but never returned. Total fiasco. No one from Locktight Impact Windows has contacted us. 

  Of course after collecting the total payment, they are not interested in customer satisfaction.
  
  Sincerely,
  
  ***********************************