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:02/16/2023

  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.

  The installation of the three-panel slinging doors was flawed. The doors were placed with the incorrect opening sequence on the opposite side of the property, despite our request for the main opening to be on the left side of the building. The problem hasn't been resolved despite the contractor's promises to fix it and put the doors on the proper side and order. We've contacted the business several times and left *****************************, the contractor representative, several messages, but she hasn't returned any of them.- Date of transaction: 10/4/2022 - As promised in the sales contract, the company agreed to install the doors and windows as per our specifications.- Doors and windows total cost $35,595. (PACE funding)- Company Invoice # ****

  

  Business Response

  Date: 02/20/2023

  Dear Mrs.& **************,
  FB Doors Corp. understands your honest request, and we are sure that bringing a few facts to your attention will help you to clear up this situation.
  The Contract for Services with FB Doors signed on 02-07-2022 was comprehensively explained to you and your wife. It details one (1) Sliding Glass Door ordered by you, with three (3) panels and three (3) tracks (XXX) standard.
  Confirming the above mentioned and once the installation finished, you expressed your complete satisfaction with the work carried out by FB Doors by signing the Construction Completion Certificate on 10-31-22 (See copy attached).
  When you expressed the desire to change the hand of the door opening, our supervisor told you the feasibility of doing it through a change order, which you opposed due to the charges involved.
  We understand that FB Doors kept you updated by phone during the complete remodeling project. However, we received only an e-mail on 02-14-23 from you sent to *******************. (See copy attached).
  We hope this information will be helpful to you and reconsider the situation.
  Should you need any further details, please feel free to contact us.
  Respectfully,
  FB Doors Corp.

• Initial Complaint

  Date:12/22/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with FB Doors on February 2021 for a sliding door windows installation at my condo. They came and measure. The ****************** at FB Doors submitted the information to the City a month late, then some information was missing. I had to go personally to the ************************ to obtain information as to the status of the permits. Going back and forward with the ***************** the ***************** at FB Doors that the Permits windows with the City expired. I have been following up with FB Doors with ***** who is the person in charge of the contract and there has been no response to any of my calls, emails. It has been almost a year since I signed a contract and they are in default of the contract for not obtaining or securing a permit with the city.

  

  Business Response

  Date: 01/05/2023

  ********************,
  We understand that bringing a few facts to your attention will help you to clear this situation.
  Per the attached e-mail dated June 6, 2022, you requested to cancel the City of ***************************** due to the modifications required by the ******************** for the permit approval and to which you objected.
  Besides that, in response to your cancellation request, we sent you the e-mail dated July 1, 2022. It detailed the steps to follow to cancel the Contract for Services signed by you, together with the due amount in the concept of expenses incurred by FB Doors Corp. up to that moment that exceeded the deposit delivered by you (See attached).
  According to our records, you have not paid off invoice #**** for $498.
  By sharing this information, we hope it will help you to reevaluate the situation.
  Respectfully,
  FB Doors, Corp.

• Initial Complaint

  Date:11/30/2022

  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.

  FB Doors sold to us high impact double pane windows 5 years ago. After 3 years, one of the windows broke (outer pane) for no reason. We contacted them over 50 times to get it fixed until they did several months after the call was made. The window was supposed to be under warranty with PGT and they refused to honor it and charged us full price to replace the pane. We had no choice but to pay it. This year in May, we found another window (outer pane) broken again. We called them in May and every month thereafter. They finally sent someone to measure the window a month ago. Since then we have called and they never return our calls. Not even the owner. They sold us "high impact" windows and very expenseive that obviously are not "high impact" as they have cracked easily and now they refuse to get them repaired or honor the warranty. Their customer service is horrible. They are easy to sell you expensive products and boast about the warranty and never back it up. They are a fraud and they need to be stopped. I want my window fixed ASAP and I want them to honor the warranty this time. I had enough!

  

  Business Response

  Date: 12/02/2022

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

  FB Doors Corp, as a company, strives to provide the highest standards of quality and exceptional service. Although we understand your honest request, your complaint is clouded with inaccurate statements and misconceptions. We are sure that bringing a few facts to your attention will help you to clear this situation. 

  The signed Contract for Services on page 2 of 4 and dated 03/06/2017, stated under subtitle Notes: New Installations have (1) One-Year Warranty (see attached Contract for Services).
  
  In the attached *** ******************* Warranty, in the second paragraph, you can read that it covers only those defects specified herein. It does not include damages caused by accident, as are your cases in which objects hit your windows.
  
  Although the Laminated Insulating Glass in your casement window has a 25-year warranty,there are certain limitations, such as those stated in the attached sheet DETERMINE IF YOUR GLASS IS ELIGIBLE FOR REPLACEMENT for Impact Breaks type.
  
  The information mentioned here has been at your disposal from the moment you registered the purchased products, as well as starting any claim on the *** website: www.***windows/*** warranty/Register Your Products/ Make a Claim.
  
  Even though Laminated-Insulating Glasses are Impact Resistant, they can break. They are designed to sustain heavy wind gusts of up to 200 mph and their miscellaneous debris, which is highly favorable for homeowners in High-Velocity Hurricane Zones (HVHZ). An Impact Glasses is built with three layers (glass-interlayer-glass) fused via heat and pressure (Lamination), which changes its original characteristics.Rather than shattering like a traditional pane of glass, impact-resistant windows will splinter but not break through. However, once the glass receives a significant impact, it may shatter, but the inner membrane holds the pieces firmly in its frame so that the barrier is not broken. Then the glass behaved in the manner for which it was designed, it kept the window standing even though the glass shatters. Hurricane Impact Resistant Glasses are not Bullet Resistant. 
  
  The previous information proves why the damaged glass in the first instance was not eligible for a free replacement, and you had to pay for the service in full.The impact glass was by a third party damaged, and the installation was out of warranty.
  
  About your claim made on 05/16/22, the manufacturer has been notified of the break along with the photos you submitted. But the replacement eligibility has not yet been determined. The manufacturers representative verbally questioned the stones under the window and linked this case to the previous similar one.
  It is important to note that the FB Doors Installation warranty expired four (4) years ago. Since the glass is under the manufacturer's warranty, you could have made your claim directly through its website (above-mentioned). 
  Meanwhile, you received information about your claim on the following occasions: 05/20/22, 07/08/22, 07/29/22, 11/01/22, 11/05 /22,and 11/30/22.
  As a courtesy service, FB Doors sent a Window-Technician to your house on 05/11/22 to verify dimensions, and we have already ordered a new glass. Our *********************** will install it as soon as it arrives, based on service availability.

  By sharing this information, we hope it will help you to reevaluate the situation.
  Respectfully,
  FB Doors, Corp.

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18482562
  
  I am rejecting this response because:
  I was not notified on any occasion as to their findings, as they claim.  That is the reason my husband and I have been calling and leaving messages for months, even with owner, ******, who never returned our calls.  The only time someone came out to measure the window (because they claimed they didn't have any of our paperwork any longer...), was a MONTH ago (in late October or early November).  After that radio silence again until we kept calling and it wasn't until I filed this complaint together with a complaint to PGT and ******, that they called today to give us the invoice for the repair work.  As soon as I receive the link for payment, I will pay and expect they repair my window in a timely manner.  I am still very disappointed in what they "SOLD" to us and what these windows actually are.  I don't see paying over $80,000 to have to repair a window every time a pebble or debris hit it.  That is unacceptable and that is why I am not retracting my complaint!
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/09/2022

  ************************,
  We reiterate what we stated in our previous letter. We have already ordered the glass for your window, and our *********************** will install it as soon as it arrives,based on service availability.
  At the same time,we already sent you a quote last week, which you approved and intended to pay in advance.
  The warranty of each product commercialized by FB Doors is established by its manufacturer,over which we have no control.
  We regret that your window's performance is not what you expected.
  Nevertheless, the amount of your investment is related to the properties of the entire window in the face of the most demanding weather conditions and not in particular to the result expected by you in the event of an object impacting your window. Again,Hurricane Impact Glasses are not Bullet Proof.
  This reply is our final response until we finalize the glass installation in your window.
  Please, contact the manufacturer for further information about Laminated Insulating Glasses Properties and ********************************************************************

• Initial Complaint

  Date:11/18/2022

  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.

  #: FB ***** On 11-16-2021, I signed a contract with FBDoors representative *********************** for the installation of impact doors Bronze frame and solor cool grey glass, manufactured by ********************, www.ecoglassproduction.com and handed **************** a check in the amount of $4267, which was 30% of the total contract amount, payable to FBDoors. On 3-3-22. FBDoors sent e-mail notification of Permit Approved by the City of Norht ***********, ** ************** On 5-19-22, FBDoors e-mailed me that ******************** no longer manufactures the bronze frame and solor cool grey glass. The *** Glaas Production letter, however, is dated November 1, 2021. FBDoors was aware that ******************** was unable to fill my order on the day that they had me sign the contract. They failed to inform me of this and they cashed the check anyway. On August 1, 2022, FBDoors sent a Contract Change Order for Job# *****, changing only the manufacturer. The impact doors specified in the contract and the total contract price remains the same. Between August 1, 2022 and today's date, FBDoors only provides updates as to the status of my order if I contact them, and it is always, the delivery will be in two weeks, then one week and now no estimated time of delivery is given.

  

  Business Response

  Date: 11/23/2022

  Dear *******************,

  FB Doors value you as a customer, and please accept our apology for any trouble or inconvenience we have caused you.
  We understand your honest concern and are sure that bringing a few facts to your attention will help you clear out this situation.
  Although the material selected by you was unavailable, and the sales representative was not up to date with the information, you agreed with our sales department to replace the sliding glass doors with another manufacturer.
  That is why you signed a Contract Change Order on 08/01/22.
  At that time, you learned about the configuration of the requested material and that it would be an atypical custom order with the delivery date not sufficiently clear.
  Also,changing manufacturers implied submitting a new permitting package to the City of *************************************, and the approval was on 10/24/22.
  On three different occasions, our team informed you about the status of your order,keeping you updated about the delay in the delivery due to the unusual material order.
  However, we attached documentation showing your order FB23829.
  The manufacturer already sent your material, and it is currently in transit. The estimated arrival time at our Warehouse is 12/02/22.
  By sharing this information, we hope it will help you to reevaluate the situation.
  Feel free to contact us if you have any questions.
  FB Doors Corp.

  Customer Answer

  Date: 12/05/2022

   
  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. Moreover, I am very satisfied with the professionalism of the company employees who installed the new doors.  They arrive timely, work diligently and leave the work area clean at the end of the day.  At this stage, we are waiting for the ************************* permit inspection, and then the final stage of the installation process. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/10/2022

  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.

  FB Doors installed several impact windows and doors in my house but one of the windows came defective, missing a part and they haven't replace the part or fixed the window. They sent a tech to my house one time without calling me to let me know that someone was coming on such day and hour to repair my window. I have tried to get them to send somebody to my house to finally repair the window and after several tries they don't answer the phone anymore neither give me the service they promised after the installation. The work on my home was finished on August and I have a year of warranty that they promised after paying $40000 for their services. My point of contact has been the sales rep ******* ph# ************

  

  Business Response

  Date: 11/14/2022

  Dear ****************,
  Indeed, as you mentioned in your review, the installations carried out by FB Doors have a one-year guarantee, and your project is within the warranty.
  For that reason, on three opportunities on different days, we tried to solve the issue, but you did not allow us to enter your property.
  However, last Saturday, November 12, one of our technicians installed the defective parts in your windows, leaving the problem solved to your entire satisfaction.
  Should you need any further details, please feel free to contact us.
  Respectfully,
  FB Doors Corp.

  Customer Answer

  Date: 11/14/2022

   
  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:09/13/2022

  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 spent over $17,000 on a custom front door and 3 standard sliding glass doors on 12/2021. Was told that everything would be ready within 2 months. The doors did not arrive until June. Upon the doors arriving, an installation date was set up and the doors were installed. When signing the contract, I was told that FB doors would install the door handle and lock, however the company did not install the the front door lock no handle.Upon installing the doors, the crew sent out could not install a Kwikset Halo lock, so FB stated that it would send a crew out that could install this type of lock. Another crew was sent out and this crew also could not install the lock. FB Doors stated that this was a complicated task and that I needed to pay an additional fee to have the lock installed. As such, I had to hire a locksmith to install the door lock. FB Doors never installed the door handle, so my front door is still in operable.After the installation of my doors, a date was set for inspection by the County. The inspection was confirmed the day before and the morning of the inspection, FB Doors called at 7:30 AM to cancel the inspection; however the inspector still came to inspect the doors. Upon inspection, the inspector informed me that the front door installed was not the size of the front door that was listed in the plans and specifications. The inspector partially approved the inspection and stated that FB Doors just had to send pictures of the screws and that the sliding glass doors could be sealed, however the front door had to be replaced. I informed FB Doors of the comments from the inspector and they stated they would order another door and that they would come seal the sliding glass doors on 9/13/2022.On 9/13/2022, I received a text at 7:55 AM stating that the window specialist ****** is on his way to my property and he would arrive in the next ***** minutes. It is 11:27 AM and the window specialist still has not arrived.

  

  Business Response

  Date: 09/19/2022

  Dear **************,
  FB Doors Corp values you as a customer, and it is unfortunate that you feel our service did not meet your expectations.
  We understand your honest request, and we are sure that bringing a few facts to your attention will help you clear out this situation.
  Your Contract for Services, dated December 21, 2021, detail any material delivery or installation dates. Those dates depend on County /City Building Authorities and manufacturers, over which we have no control.
  Since every door in your project is custom and not returnable, the material was ordered once the permit approval was granted.
  As soon as we received the doors for your project, we started the installation. Two days later, it was ready for the request for a partial inspection. However, at your request, it was postponed
  since you preferred to wait a few days more until you finish an internal construction that you were carrying out.
  Even though the front door arrived in the wrong size, we installed it anyway until we receive the door in the correct size in our warehouse.
  Our technicians have been trained in door hardware installation by our manufacturer. When our clients require different hardware,they should have to take care of their installation. FB Doors Corp is responsible for the material and labor contracted only. However, we offered you the services of a locksmith through a change order which you rejected.
  After passing a partial inspection on September 13, 2022,and following your request, we will proceed to carry out the finishing on the Sliding Glass Doors on 09/22/22.
  Then, as soon as the door arrives, we will install it with the contracted hardware, and it will be your responsibility to set up any other hardware of your choice. FB Doors Corp has every desire to address your needs and provide the best solution available to resolve your concerns.
  We hope these facts, will help you to re-evaluate the situation.
  Should you need any further clarification, please do not hesitate to contact us.
  Respectfully,
  FB Doors Corp.

• Initial Complaint

  Date:07/26/2022

  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.

  I contracted FB Doors for purchase and installation of hurricane grade sliding glass door with efficiency coating in July of 2021.******* *************), Salesman, came and measured my home and signed the contract on July 10, 2021 and I paid half of the total amount on 7/15/21. I paid $2933.50 of $5867.00 total contract price.The permit was submitted 8/10/21 and approved 8/12/21.I repeatedly followed up with FB Doors, calling the main office *************) several times each month. April 26, 2022, (9 months after contract) the office called and scheduled installation. On April 29, 2022, two workers arrived with the door for installation. They cut the opening for the door on both sides of the existing window. After cutting both holes, they stop and say that because the house is wood framing rather than concrete block a permit revision was required. I was assured this could be done as soon as possible, so I went ahead paid $2,346.80 upon receipt of the physical door (40% of the original contract price). By April 29, 2022, FB Doors has 90% of the contracted price in hand and my home is boarded up.****** *************), Lead Field Manager gave me excuses for several weeks, but June 17, 2022, I was informed that the revised permit was approved. June 22, 2022 ****** Whatsapp messaged me the new drawing and a text that read Change Order of 4800$. I responded that I wanted to see the charges for what I had already paid vs these new charges, as I had already paid 90% of the original contract. FB Doors now has 90% of the job cost in hand ($5280.30) but will not proceed without an additional $4800 (an 80% increase) to correct for their assumption regarding the original permit. June 28, 2022, ****** called wanting me to accept the Change Order. I challenged his charges and asked for itemization. He tried to get me to dissolve the contract, but I made clear I just wanted the job finished. ****** and reception refuse to give me any other contacts.

  

  Business Response

  Date: 08/10/2022

  FB Doors is in the process of resolving this customer review.
  We trust that within the next ten days we will have solved it.

  Customer Answer

  Date: 08/25/2022

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