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:06/20/2025

  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.

  Windows installation- took 11 months to pass inspection, job wasnt completed to original contract signed- continuously tried to reach out to resolve and get questions answered and no one would show up. Received a call from owner ******* ***** demanding payment saying I was refusing to pay, job to be paid when passes inspection. It passed inspection but job was not done according to contract I signed. Permit pulled 10 months later, not complete, and I was harassed into payment, ******* saying she will hand over to lawyer and I will pay all of her attorney fees. I have not been trying to avoid payment, I was in communication w employees and they kept telling me someone would be out to finish. Job still isnt finished. Very unhappy with the work, but she kept threatening me to go to court.

  

  Business Response

  Date: 06/27/2025

  Dear BBB,
  We take all customer concerns seriously and appreciate the opportunity to respond to Ms. ********** claims. Below is a clear summary of the project timeline and facts based on our records:
  Contract Signed: July 23, 2024
  Windows Ordered: Six (6) Viwinco single-hung impact windows were purchased, and six (6) Viwinco single-hung impact windows were delivered and installed, per the signed agreement.
  Windows Delivered: August 16, 2024
  Original Installation Scheduled: November 8, 2024 Customer canceled due to inability to pay.
  Multiple Attempts to Reschedule: Between December 2024 and March 2025, our team made several documented calls to schedule installation.
  Installation Completed: April 29, 2025
  Final Inspection Passed: Date confirmed after rescheduling due to the homeowner missing the original inspection appointment.
  Final Payment Due: April 29, 2025 Customer did not remit payment until June 20, 2025 (over 7 weeks later).
  In response to the concerns raised:
  We made numerous good-faith efforts to contact Ms. ********* to schedule installation, address remaining service items (caps and covers), and collect final payment.
  Voicemail communication was hindered because the customers mailbox was not set up, and several calls went unanswered.
  The permit was not delayed by 10 months; it was submitted in a timely manner, and our technician personally delivered the permit to the homeowner.
  The job passed final inspection, at which point, per the contract, final payment was due.
  Legal language was only referenced after repeated unreturned outreach attempts and an extended delay in payment, not as harassment, but as a last resort to enforce our contract rights.
  The product delivered matched the contract exactly six Viwinco single-hung windows were ordered and installed.
  We remain available and willing to complete the minor finishing service (caps and covers) if the customer is willing to schedule. We are proud of our work and have acted professionally and in good faith at every stage.
  Sincerely,
  ******* *****

  Abaco Windows

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

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23497346
  
  I am rejecting this response because:

  -  owner states agreement was signed and they performed as such but- owner just stated I purchased impact windows- per code requirement I do not need impact windows and was on a tight budget and was told thats not what I was getting- 6 windows 7600+ and poorly done at that 

  - owner states they attempted to reschedule- i am happy to provide any phone records to show I was the one reaching out and they did not for several months 

  - yes I asked if we could wait a few weeks for install because I was out of town for family emergency/ they agreed but then never got back with me- the lady ****** I was dealing with no longer works there and thats the only one that I spoke with until recently 

  - final inspection was missed because the permit was not provided by the company/ they dropped it in the mailbox that evening

  - I did not pay because I spoke with someone about the poor workmanship and no one showed up- they stated quality control would be there to address issues prior to payment 

  - I was trying to ask questions about the approach to install because there were large gaps in ********, bucked out w short pieces of wood filled with caulking- no answers to the why

  - my mailbox has been working- no vm received 

  - I was called by crystal, my initial thought was for sure she was finally calling back to address questions and concerns and set up job completion, instead she did not answer my questions and demanded payment saying I was refusing to pay and we would go to court 

  - I ended up paying without the job being complete/ although inspection passed there are several issues- the company agreed to trim out but after the aggression and then learning of some past issues of the owners I am afraid to have them return and do not want caught up in any of that. I am leaving this as it is, its on me for not researching this family prior- I used to use Daytona window and they were fantastic- this family bought them and I proceeded: huge mistake on my part, if I had known I would not ever have allowed them on my property or done business with them. This was unfortunate, they also tried to charge me ***** for 3 porch windows, but thats what I get for hiring a company with out researching their background. Im all for second chances and hope all works out for them however this was a very bad experience for me and I dont  trust them to do anything in good faith based on the homework I did in post hiring. I will say I appreciate the response from the company, and maybe if ownership knew all of the actual issues they would have stepped in sooner, not sure, but windows are in, they work, it is what is it. 

   

  I cannot agree to 
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 07/02/2025

  Dear ******,
  Thank you for your detailed response. We appreciate the opportunity to clarify the points you raised.
  First and foremost, we acknowledge your frustration and are sincerely sorry that your experience did not meet your expectations. However, we would like to address a few factual inaccuracies in your rebuttal:
  Window *****************************start="565" data-end="568"> You stated that we installed impact windows despite being told otherwise. To clarify, the windows installed were non-impact as agreed upon. The reference to impact in our previous communication was a clerical error, and we have attached documentation to confirm the order and delivery of six Viwinco single-hung, non-impact windowsexactly as you purchased.
  Scheduling **********************start="971" data-end="974"> Our internal records and communication logs indicate that we made multiple attempts to coordinate the installation, and it is true that the schedule was delayed at your request due to a personal emergency, which we fully respected. We understand you were also reaching out, and we regret any missed connections or delays in our responsiveness.
  Permit Drop-Off and *************************start="1365" data-end="1368"> We acknowledge that the permit was dropped off in your mailbox the evening before the inspection, which was done in good faith to help facilitate a timely inspection. The job did pass final inspection, confirming that installation met code requirements.
  Quality *****************start="1653" data-end="1656"> You mentioned concerns about the finish work and trim. While we offered to return to complete the final trim-out as originally agreed, we understand you have since declined this due to your stated discomfort. While we respect your decision, we are still willing to honor our commitment to complete that scope of work if you reconsider.
  Payment and **********************start="2028" data-end="2031"> Our owner, ******* *****, reached out after inspection passed to discuss final payment. We apologize if that call felt abrupt or aggressive; our intention was to close out the project per contract terms. We recognize communication breakdowns occurred and regret that you felt unheard or unsupported during parts of the process.
  Previous ******************start="2388" data-end="2391"> While we understand your comments regarding the change in company ownership, we stand behind our workmanship and remain committed to honoring warranties and addressing legitimate issues brought to our attention.
  We sincerely appreciate your acknowledgment that the windows are functional and passed inspection. Although we may not agree on every detail, our intent has always been to deliver what was promised. Should you wish to have the trim completed or any outstanding concerns addressed, we remain available and willing to assist.
  Sincerely, Crystal

  

  Business Response

  Date: 07/02/2025

  Dear ******,
  Thank you for your detailed response. We appreciate the opportunity to clarify the points you raised.
  First and foremost, we acknowledge your frustration and are sincerely sorry that your experience did not meet your expectations. However, we would like to address a few factual inaccuracies in your rebuttal:
  Window *****************************start="565" data-end="568"> You stated that we installed impact windows despite being told otherwise. To clarify, the windows installed were non-impact as agreed upon. The reference to impact in our previous communication was a clerical error, and we have attached documentation to confirm the order and delivery of six Viwinco single-hung, non-impact windowsexactly as you purchased.
  Scheduling **********************start="971" data-end="974"> Our internal records and communication logs indicate that we made multiple attempts to coordinate the installation, and it is true that the schedule was delayed at your request due to a personal emergency, which we fully respected. We understand you were also reaching out, and we regret any missed connections or delays in our responsiveness.
  Permit Drop-Off and *************************start="1365" data-end="1368"> We acknowledge that the permit was dropped off in your mailbox the evening before the inspection, which was done in good faith to help facilitate a timely inspection. The job did pass final inspection, confirming that installation met code requirements.
  Quality *****************start="1653" data-end="1656"> You mentioned concerns about the finish work and trim. While we offered to return to complete the final trim-out as originally agreed, we understand you have since declined this due to your stated discomfort. While we respect your decision, we are still willing to honor our commitment to complete that scope of work if you reconsider.
  Payment and **********************start="2028" data-end="2031"> Our owner, ******* *****, reached out after inspection passed to discuss final payment. We apologize if that call felt abrupt or aggressive; our intention was to close out the project per contract terms. We recognize communication breakdowns occurred and regret that you felt unheard or unsupported during parts of the process.
  Previous ******************start="2388" data-end="2391"> While we understand your comments regarding the change in company ownership, we stand behind our workmanship and remain committed to honoring warranties and addressing legitimate issues brought to our attention.
  We sincerely appreciate your acknowledgment that the windows are functional and passed inspection. Although we may not agree on every detail, our intent has always been to deliver what was promised. Should you wish to have the trim completed or any outstanding concerns addressed, we remain available and willing to assist.
  Sincerely, Crystal

• Initial Complaint

  Date:04/30/2025

  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.

  Please See Attachment

  

  Business Response

  Date: 05/01/2025

  Response to BBB Complaint ****** ******
  We appreciate the opportunity to address Ms. ******* concerns.
  Ms. ****** signed a contract for window installation on February 3, 2025.Following standard procedure, we ordered the necessary materials and scheduled her installation once everything was ready.
  Our office contacted Ms. ****** on April 24, 2025, to confirm her installation for the following day, April 25. During that call, Ms. ****** informed us that she was out of the country on vacation in the ******* and would not be available. She also stated that we would be hearing from her attorney.
  As of today, we have not received any further communication or instructions regarding rescheduling the installation. We remain ready, willing,and able to complete the work as contracted, pending coordination with ********* to arrange a suitable date.
  We are committed to fulfilling our contractual obligations and hope to resolve this matter amicably and promptly.
  Sincerely,
  ******* *****
  Owner of Abaco Windows
  ************
  

• Initial Complaint

  Date:10/31/2022

  Type:Product 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 have been strung along by this business for over 6 months now. We signed a contract in December, 2021 to install new windows, estimated date April, 2022. When the estimated date arrived, we were informed that that date was simply when the windows would arrive, and now we needed to get on the schedule for installation. Date for installation was set a month out, May, 2022. When that date arrived, they could not install because "one window was broken" and they had to install all at the same time. We were given another date - a month out -- to wait for the new glass to arrive. Installation happened mid-June 2022, and, lo and behold, there was still a cracked pane but they were miraculously able to install the other windows. The installation failed the initial inspection, not just due to the broken pane, but a host of the other issues. The company would not come out and correct all issues until the new pane arrived and could be installed, which took ANOTHER 6 weeks. When the new pane was installed, the work passed inspection, but we still noticed several other issues with the workmanship, most notably a crack in the newly installed pane. They sent a manager out who acknowledged the shoddy workmanship and promised immediate remedy. At this point, we still had a check for the balance for the work, but my husband, taking this manager for his word, handed it over, giving them NO INCENTIVE whatsoever to prioritize or even finish the work. It has now been almost TEN weeks since that date, and every time we call we keep getting the runaround, saying someone will call for installation (apparently the new glass has already been in the warehouse for two weeks now) and no one ever calls. I am extremely disappointed with the entire experience, and am demanding the work be completed within the next two weeks, or I would like them to uninstall the windows and we receive a full refund.
  

  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/11/01) */
  Your final measurements were done at the end of January. You had a lead time on your contract of 22 weeks. This would bring you to the beginning of June for the arrival of your product. We installed your windows June 13, 14th and 15th. You had a stress crack that we had to order from the manufacturer. Your new glass came in on 10/19. We are working diligently to get you on the schedule to get the glass replaced as we do our own service for the manufactures allowing for less of a wait from the manufacturer. If you have any further questions, please call 386-202-2962.