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:03/21/2025

  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.

  Date of transaction: August 05, 2024 & August 13, 2014 Total amount paid: $29,623.72 Provided: Replacement impact windows and door inserts Dispute Nature: We applied and was approved by My Safe Florida Home Program for a $10,000 grant on replacing windows and doors. We were told by **** ***** (owner) that after reviewing the Mitigation report Opening Protection Level Chart I handed him, he stated it looks good to go. Got an email back from **** we are not ************ a letter from him today back from a letter I sent to him summarizing the initial conversation we had between the 3 of us present. I wanted to make sure and it was the 1st thing in our conversation that we wanted to be absolutely certain we are eligible for this grant to Mr. ****** He said ******* I see that he is lying to us in his return letter stating that this was all presented as a standard quote request, with no indication that it was related to the My Safe Florida Home ****** What he stated is totally a LIE! There is a questionable business dealing that they have done here. Used 2 separate entities that we are not sure why. When I spoke to **** yesterday, we had a conversation about the 2 entities, and he stated he could lose his business license for some strange reason. Something is not right with this person doing business and taking advantage/lying to senior citizens.More to this to be said, but not enough room here. I'll see what the outcome is, hopefully it will be a wise decision on Mr. ******* behalf to refund us for his lying. If not, we will be taking this to court. From there, we will file other complaints/reviews to make sure this does not happen to anyone else. Resolution: Mr. ***** is clearly showing that he is lying to us. More than likely he's not going to come clean and do the right thing that would be to refund us what we lost from the grant.Advertisement: Wallaby Windows under window replacement contractor reviews. That will need a pending update.

  Business Response

  Date: 04/04/2025

  To whom it may concern,
        We appreciate the opportunity to respond to the complaint submitted regarding a homeowners experience related to the My Safe Florida Home (****) ***** Program and Wallaby. Wallaby Windows takes great pride in providing professional, transparent service to all homeowners. In this particular case, we would like to clarify several important points regarding the homeowners concerns:
      1. No Affiliation with **** *********************** Wallaby Windows is not affiliated with the My Safe Florida ****************** or any government agency responsible for determining eligibility, approving funding, or setting conditions for *****s. The ***** approval process is managed entirely by the State of Florida and its designated third-party inspectors and mitigation professionals. Any questions about what was approved or not approved the answers would have to come directly from the company/organization that provided the guidelines or performed the mitigation inspection and issued the report and documentation to the homeowner prior to them reaching out to Wallaby for a Quote. The program clearly states that the approval must be presented and approved prior to the licensed contractor being selected. 
        2. Our Role as a Contractor: Our only involvement in the process is as a licensed contractor who was approached by the homeowner for a quote on window and/or door replacement services on July 9th, 2024. We provided multiple quotes, 7 to be exact, ranging from over $9,000 to $40,000 from our initial sales appointment until they signed a contract on August 6th, 2024. At no point did we dictate which upgrades the homeowner should pursue. The homeowner, as with any homeowner, had full authority to select the scope of work, and which quote to proceed with. The document the homeowner uploaded shows a final mitigation inspection and it shows all the window openings have met the requirements needed to pass the mitigation inspection showing the work we performed for them per our contract was done correctly and to code.
      3. Accurate Information Provided to the Homeowner: While we openly share with any homeowner that asks, that we have completed several jobs for other homeowners participating in the **** program and we share a review we received from an inspector that reflects positively on our work, we make NO guarantees or representations about the homeowners ***** approval. The programs website clearly outlines all terms, conditions, and 
  required documentation, which are entirely outside of our control. Furthermore the approval process predates our involvement in the process per the **** guidelines. 
      4. Access and Communication with the ***** ******** Only the homeowner has access to their **** online portal, which tracks their progress, approvals, and eligibility status. The **** program also issues a mitigation inspection report, performed and submitted by an approved third party, that outlines what is eligible for ***** ******** Wallaby Windows has no visibility into this portal, nor are we involved in any decisions made by the program. In summary, Wallaby Windows provided accurate quotes, clear communication pertaining to the job, and honest representation of our role in the process. We understand that navigating government programs can be confusing, but we take care not to overstep or make any promises regarding things outside our control. We regret any confusion or frustration the homeowner may have experienced but must respectfully clarify that ***** eligibility and approval decisions are entirely 
  outside our purview.

  The official My Safe Florida Home (****) program documentation makes it clear that simply participating in or even being approved by the program does not guarantee any ******** In fact, the programs Homeowners Guide includes the following explicit statements: PLEASE NOTE: Not all applicants who received an Inspection through the Program will be eligible for a Hurricane Mitigation *****. and Approval of a **************************** does not guarantee a disbursement of ***** funds. Homeowners must follow all Program requirements to qualify for disbursement.  These quotes (from the official **** Homeowners Guide) serve as a disclaimer that participation or approval in the **** program is not a promise of ******** This underscores that funding decisions are handled by the state-run program itself and that contractors have no control over, nor involvement in, the approval or distribution of ***** ************************ is a link to the program: ***********************************************************************. The homeowner's guide is also attached.
  Sincerely,
  Wallaby Window

  Customer Answer

  Date: 04/06/2025

   
  Complaint: 23098774
  
  I am rejecting this response because:

  This guy is lying through his teeth, and he very well knows it!!!!! When he entered our house, he was informed of why he was here, and I asked him to check out the mitigation report and that he did telling both of us we are good to go. I thanked him because I wanted to make sure we were eligible he agreed we were. So, he is calling both **** and I liars. We won't take that lightly.

  He is taking advantage of retired people, miss informing and misleading them into a purchase. We told him we wouldn't get the windows unless we could get this ****** Are windows were fine, we just wanted to update to hurricane while we could take advantage of the ****** We are now wondering how many others he had screwed. This isn't the end, we will do everything we can to ensure others will not become a victim. We can see he isn't going to come to the truth now. We hope he sleeps well at night knowing he ripped us off $10k.

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

  Business Response

  Date: 04/07/2025

  To Whom It May Concern,
      We would like to respectfully address Mr. *********** follow-up response.
  
   We understand and empathize with Mr. *********** frustration. However, we must firmly stand by our original response and reiterate that Wallaby Windows is not affiliated with the My Safe Florida Home (****) ***** ******* and has no authority to approve, deny, or guarantee funding, nor would we guarantee anything other than what is contracted by us.
  
  The homeowner indicated that we reviewed their mitigation report and confirmed they were good to go. To clarify: if we reviewed their mitigation report, we would have seen that at least a portion of the home was approved for updates under the **** program, evident by the fact that they had access to the ***** portal to schedule the final mitigation inspection and submit required documentation. However, this does not equate to full ***** funding approval. With hundreds of customers, many of whom participate in the same program, it is not possible for us to recall or confirm every individual interaction or document looked at.
  
  Its also worth noting that in the homeowners own statement, they acknowledge that there was nothing wrong with the windows, which reinforces that the work was performed as contracted. The decision to move forward with the project was entirely theirs, based on the multiple quotes we provided. The windows were installed correctly and as expected, further supporting that we fulfilled our contractual obligations, and that any claim of being ripped off is both unfounded and unfair.
  
  Homeowners are always free to proceed with updates beyond what the ***** covers. That is precisely why we presented multiple quotesranging from $9,000 to $40,000so the homeowner could choose the level of work they wanted to proceed with, regardless of ***** ********* As clearly stated on the **** website:
  
  Approval of a **************************** does not guarantee a disbursement of ***** funds.
  
  To our knowledge only the homeowners approved have access to their **** portal to submit documentation.  The portal contains the inspection results, eligible improvements, and the funding decision. We have no visibility into that system and are not involved in any internal decisions made by the program.
  
  That said, we strongly encourage the homeowner to contact the **** program directly to dispute or review the decision that was made. If any work performed aligns with the eligible improvements listed in their mitigation inspection, there may still be an opportunity to receive partial reimbursement. We are willing to provide any supporting documentation including quotes, invoices, and product approvals to assist with that process.
  
  We want to reiterate that we are not calling anyone a liar. We simply believe the hostility in this situation is misdirected. The frustration appears to stem from a misunderstanding of how the ***** process works, not from any wrongdoing on our part. We approach every customer interaction with professionalism, integrity, and transparency.
  
  However, the threatening and accusatory tone in the homeowners response makes it increasingly difficult to engage in a productive and supportive way. While we remain willing to assist with documentation, doing so in an environment of hostility, especially when we have no influence over the ***** programs decisions, puts us at risk of further misrepresentation accusations. We respectfully encourage the homeowner to direct their concerns to the appropriate agency and, should they wish to move forward constructively, we remain open to supporting that process.
  
  Wallaby Windows

  Customer Answer

  Date: 04/08/2025

  Attached is the specific page of the Mitigation Report we didn't understand and was pointed out to Mr. ****** This is the ************** (we confined in him for his trust and professionalism as we needed assurance, we would benefit from this ***** for the $10k. When your not sure of something you ask, and we asked Mr. ****** was given to review to see if we qualify for all the windows we are about to have replaced and assure us we are eligible for the Grand of $10,000. He stated "oh yes, you'll have no problem getting all that money back". He also stated he would help us through the **** process that he now denies not knowing of us discussing anything about **** from the time he walked into our home. This is a TOTAL LIE!!!!!

  After he reviewed this, he stated we are good to go. Now him knowing this, he proceeded to take measurements of all the windows and doors we wanted to replace. What Mr. ***** should have done before taking measurements, he should have honestly told us the windows and doors we wanted replaced will not qualify because we have shutter protection (he stated to us he knows how the **** ***** works and he has done many for his clients) and then said to us sorry, I can't help you with this quote and left. We would still have our money in savings. But he knowingly knew we were going to pay for all this in cash and he wanted that sale so bad he drew up a contract for us to have new windows and doors.

  This is a Conman at work, and this is known as Theft by Deception

   

• Initial Complaint

  Date:08/16/2022

  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.

  I hired them to replace doors and windows and they provided very unskilled employees who damaged my home but also damaged the doors and some of the windows upon installation. They tried 3 times on each door to get in hung straight and they failed and in the process chipped and scratched the brand new doors. This was scheduled to be a 1-1/12 day project that was started on 8/3/22. The workers showed up close to noon each day and worked until past 6. They never finished left a huge mess and Robbie the onsite lead worker said he would be back Monday 8/8/22 Josh F**** called me 830a to say they were running late and head to empty a trailer then would be beck to clean up the trash he arrived at 11:45 on 8/8/22. Then he told me he tough his crew was all done here. So I showed him everything and he said he could have a crew back own Friday. As he had other customers that came first. Later that day after inspecting the doors and seeing all the damages I told him to remove the doors and I would look for another installer as his team was not skilled. No response I emailed him the same message the next day on 8/9/22. He responded he would be back in touch and the on Wednesday Megan T***** the Director called me to apologize and promise to do anything to make it right. I told her the same was remove the doors and I would find them elsewhere. Sh then called me back Friday 8/12/22 to tell me I am obligated under the contract to let her fix the issues. I asked her to come to my home and look at the damage. We met on Monday 8/15/22 she saw the damages and agreed they were all damaged and the trash left around my property. She said she would call me back at the end of the day to discuss a solution. SHe has not called and not returned my follow up phone calls to her cell and to her office I spoke with Amanda and asked for her to call me on 8/16/22 The need to repair and finish window install and pickup trash broken glass and remove doors they damaged

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 6, 2022/08/29) */ Contact Name and Title: Rachel T****** Contact Phone: 321-693-2209 Contact Email: [email protected] NOTICE OF BREACH OF CONTRACT DEMAND FOR PERFORMANCE Rule 408 / Fla. Stat. § 90.408 - Confidential Settlement Communication Mr. **** I represent Facility Fran Co, LLC d/b/a Wallaby Windows of Brevard (hereafter "FranCo") with regard to your outstanding contract for a custom set of windows and doors which have been produced and are materially installed, with some issues pending resolution. I write to you in hopes of resolving the ongoing dispute, encouraging compliance with the contract and ensuring that your job is completed satisfactorily. On or about March 10, 2022 you executed a contract with FranCo for the amount of $35,618.13. (see relevant portion of contract below). This Contract contains several additional provisions of particular relevance in this matter including a provision requiring an additional deposit for the partially completed job as discussed below. Contract is Non-Refundable As you know, your contract for new windows and doors is non-refundable because the windows and doors were ordered and produced specifically for your home. FranCo has been invoiced by the manufacturer for the full cost of materials already and would like to complete the installation job to your reasonable satisfaction and collect the full remaining balance in accordance with the Contract to avoid taking a massive financial loss on your job. Deficiencies: I have reviewed the numerous photographs provided by you and FranCo which outline the alleged deficiencies in the installation. Notably, most of these alleged deficiencies are the type of issue expected in any typical install and such issues are typically resolved prior to finalizing the job. In short, you appear to be judging the job while it is incomplete rather than waiting until the job is finished to judge the finished project. As brief examples, you've highlighted holes drilled through frames which are typical and are patched and plugged after inspection, you've also highlighted the use of shims which is a standard industry practice and you've noted gaps on the edges of windows which will be covered with caulk prior to job completion. These matters are standard practice in the industry and routine for other window contractors. Some items must be left open and visible until the inspections are complete and the permit closed so that inspectors can verify adequate screw/fastener presence and installation. You seem to be alleging negligence which is gauged by the difference in practice observed in your matter as compared with the practice of other window installers. Based on the information I've reviewed there has been no negligence, merely ordinary practices and reasonably foreseeable typical issues which remain to be corrected. Based on the information I've reviewed there are several issues remaining to be completed and corrected and FranCo's installers stand ready to correct the issues. You have apparently interfered with the completion of the job and if you continue to do so, this interference would constitute a breach of contract. Personally I can only wonder if the process was not well described to you because you should have been told to expect such imperfections during a window retrofit and should have been aware of the delay between initial installation, permit related inspections and final finish work. Your actions imply that you either did not have awareness of these distinctions or are wholly unreasonable. I tend to prefer the idea that most people are reasonable and that the former is true. Many of the portions of this letter are directed at you only to the extent that the latter is true and I hope you'll disregard them if the former is true and reach out to me so that we can work together to resolve what should be a non-issue when it is all done. Breach of Contract By Customer and Threats of Defamation: Your threats to take my client to court, file a complaint with the Better Business Bureau and "leave bad reviews everywhere" unless they remove the doors from your invoice are improper and unlawful. Because you are demanding a benefit you are not entitled to receive unless you get something you are not entitled to, your demand is improper and not lawfully supported. Because the job is not yet complete and the issues raised thus far are typical in the ordinary course of comparable jobs, you do not have a legitimate concern at this stage. Certainly you do not have a concern sufficient to warrant breaching your agreement to purchase these custom manufactured doors. At this phase, the doors are already on-site and substantially installed on your property pending basic finish work and the arrival of replacement parts damaged in transit. These replacement parts have already been ordered and the damage in transit was outside the control of FranCo. Any attempt to extort a remedy to which you are not legally entitled through threats of publishing defamatory, false or misleading statements is an unfair business practice on your part. Should you follow through with the threat to publish unlawfully misleading defamatory statements, be advised that I will pursue the appropriate legal remedies and damages against you. Such harm to a business' reputation based on false reviews can be significant and the damages could be substantial. I understand that the job has not been completed in the number of days you expected. That delay, while inconvenient and regrettable, is not legal cause to interfere with the completion of the installation. Such a delay is not an excuse for you to breach your contract or interfere with its performance. Tortious Interference / Bad Faith While I trust it is not the case with you, one could conclude that by taking unusually copious photographs and complaining about matters which are not legitimate defects that you are either interfering with the installation out of a lack of understanding of the process or that you are doing so in bad faith with an eye towards a negotiated discount based on false claims. Because the job is not complete, it is premature to analyze the alleged problems. The majority of the alleged problems I have seen so far are not legitimate concerns and any expert tradesman in the field would agree that these issues are typically corrected during the finish phase of the install. FranCo, and its subcontractors, stand ready to complete the job and request your cooperation. To the extent you have objections or concerns, consider waiting until the job is complete and then provide a list of items you would like to see remedied, a punch-list, as it is typically called. Please cease any further interference with the completion of the installation job. Additional Deposit Demanded: At this point without regard to your dissatisfaction, payment for 60% of the original contract price is past due and payment is hereby demanded. Materials are on-site and installation is not complete, partially due to your interference. Notice of Pending Enforcement Actions Against You: To secure certain legal rights retained by FranCo, and because your actions have provided reasonable uncertainty as to your intent to honor your promises, unless FranCo receives the additional deposit described above by August 28, 2022 my firm will be forced to file and record a lien on your home to preserve those rights. Should you publish false, misleading and defamatory statements, action will be taken against you in accordance with the law. Should you continue interfering with the installation job, payment for the full amount of the Contract will be sought from you without further notice. Should we be forced to take actions against you based on your breaches or misconduct you will be responsible for all attorney's fees, court costs and interest charges which will dramatically increase the amount you owe. All rights are preserved, nothing herein is intended to waive any of FranCo's rights under its Contract or applicable laws. Mr. **** the best way to resolve this dispute is to allow FranCo and its installers to complete the job and then to address any valid concerns which remain after the installation is complete. Please cease further interference with the installation and cooperate as reasonably necessary to ensure the job is completed. Once complete, please forward any remaining concerns to me so we can work through them and have them corrected as necessary. Sincerely, Keith L. G****, Esq. ********************* Direct: ************ Email: ******************