Complaints

This profile includes complaints for FAS Exteriors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  FAS Exteriors

  3020 Mercy Dr Orlando, FL 32808-3139

  
• 

  FAS Exteriors

  2233 W Fairbanks Ave Winter Park, FL 32789-4509

  
• 

  FAS Windows & Doors

  33334 US Highway 19 N Palm Harbor, FL 34684-3129

  

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:05/01/2025

  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.

   
  Complaint: 23273762
  
  I am rejecting this response because: My wife and I have not decided on when we will be painting our home.  And weather we paint our home should have no bearing on the quality of work your company provides.  We are paying a lot of money for your windows, we should get the quality of work your team promised my wife and I.  You said you stand behind your work, and have admitted that the quality of work is subpar, and could have been done better, so we feel you should honor your word and fix the work your company did.
  
  Sincerely,
  
  ***** *********t back to me. Later I got a call for the Installation Director *****. And he asked me to give him a better number for the gift card and that it was not possible to fix issue, and refused to entertain the idea. I reminded him that his sales rep ***** stood in my home and told me they stand behind all of their work, and that we were getting a lifetime warranty on parts and labor. I don't want a gift card, I want my windows to look nice, and reflect the work they promised. I contacted some licensed contractors in my area and they were floored on the quality of the job, and informed me it would be around $2000-$3000 to fix this issue.

  Business Response

  Date: 05/09/2025

  It is our goal to satisfy all of our customers. In this case the stucco was brittle and had cracks. The installer spoke with the homeowner and explained that the caulking would be rough and the customer stated they were painting the home. Due to this conversation, the caulking was completed and some cracks in the stucco were covered with the caulking. There is a finished photo attached as well as photo of the paint color swatches that the homeowner painted on their home next to the window. The customer called in, we sent a field manager and he offered a $100.00 gift card and did agree it could have been neater but also stated this will be covered by the painting of his home and the shutters that are being put back on. The installer covered stucco cracks to prevent leaking and this gave an appearance of a lot of extra caulking. The customer called in again still unsatisfied. ***** did reach out and increased the amount to cover the paint and time of the homeowner. The customer didn't feel this was fair so FAS has offered to come out and paint the area in the color of his house now until the painting of the home is completed. We look forward to resolving this matter with one of these options.
  

  Business Response

  Date: 05/23/2025

  *** has opened the line of communication to make corrections and has asked the customer to contact our director of Installation. The customer has only contacted FAS on social media sites tagging employees and has not reached out to try to rectify the situation as requested.  Until the customer makes contact with ***** as requested, *** cannot help rectify the situation. We understand they are not ready to paint the home and *** has offered to take care of those areas until they do decide to complete the painting.
  

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23273762
  
  I am rejecting this response because: This is a LIE, I have talked to ***** many times, but he refuses to make this situation right!  They offered $100 gift card or to paint the edges of my windows, so now I'll have a new paint border around my windows until my wife and I paint the rest of the house.  I have refused these offers, they promised quality products and quality work, and they claim they stand behind this.  However, they do subpar work and offer a work around to try and make it better?  I want the outside caulking redone, I stand firm on this request.  And I will continue to post more updates on social media, so far my *********** has been seen by over 1000 ppl, I hope to educate all of ******* of the horrible business practice FAS stands by.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 05/27/2025

  Good afternoon,

  We have spoken to this customer previously and have offered solutions. His only resolution is for us to pay him 3K, which is the cost of painting his home. The photos he took were close up and we talked to him about this before caulking. He had cracks in his stucco that we covered because he was painting his home. He approved this prior to moving forward. Initially, we offered him $100.00 gift card to cover the cost of touch up paint. He was unhappy and we offered him $500.00. We then offered to go out and paint the area and he is still refusing. Can you provide me with some guidance on what would satisfy the claim? We have offered multiple solutions and he is stating none are satisfactory. He is also refusing to contact us so that we can come to a final resolution. I appreciate your feed-back. 

  Best regards,

  Debbie 

  Business Response

  Date: 05/27/2025

  Date Sent: 5/27/2025 1:49:34 PM
  

  Good afternoon,

  We have spoken to this customer previously and have offered solutions. His only resolution is for us to pay him 3K, which is the cost of painting his home. The photos he took were close up and we talked to him about this before caulking. He had cracks in his stucco that we covered because he was painting his home. He approved this prior to moving forward. Initially, we offered him $100.00 gift card to cover the cost of touch up paint. He was unhappy and we offered him $500.00. We then offered to go out and paint the area and he is still refusing. Can you provide me with some guidance on what would satisfy the claim? We have offered multiple solutions and he is stating none are satisfactory. He is also refusing to contact us so that we can come to a final resolution. I appreciate your feed-back. 

  Best regards,

  Debbie 

  Customer Answer

  Date: 05/27/2025

  I don't agree with the case being closed, the last reply by FAS was all false.  I never agreed to how the caulking was done, I was told it would be fixed at a later date.  The $3000 is not to paint my home it was to pay a contractor to FIX what they say they stand behind.  I was never offered $500.  All the "solutions" they offer do not satisfy my wife and I.

• Initial Complaint

  Date:07/11/2024

  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.

   
  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,
  
  *********************ract does say that FAS does not repair or repaint stucco, it defies logic that if an employee damages something during installation that was undamaged, that the company is not responsible for making it right. ********* said she would give me the name of a stucco repair company, so I asked for that and also to speak with someone. She said on 07/09 that the director, *******************************, would call me on 07/10. She did not call, so I reached out again and was told she would call on 07/11. Still no call, so I am filing this complaint. I am requesting that FAS repair the damaged **** and any water damage that has occurred as a result of the window installation at no cost to me.

  Business Response

  Date: 07/25/2024

  FAS has come to a resolution with the customer. It is the responsibility of the sub-contractor to handle any claims from a customer that arises from their installation. All of our installers are insured, and a process is in place to ensure the claim is handled appropriately. Unfortunately, there was a missed communication, this has been resolved. *** will be working with the subcontractor and the homeowner to ensure the repair is completed.  

• Initial Complaint

  Date:01/11/2024

  Type:Customer Service 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.

   
  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,
  
  ***************************** letterheads. As of today's date 05 January **** I have not received these statements. Please assist me to get these statements, I have absolutely zero confidence in their declaration of check "found" & resolved.

  Business Response

  Date: 01/10/2024

  We tried to reach the homeowner by text, email, and telephone between the months of May and September. Unfortunately, we showed an outstanding balance in error and without being able to make contact, we sent this to collections. Once ***************** made contact with the customer, the issue was resolved the same day. We did send an invoice to the email on file, but the email no longer works. We attempted to send a paid in full invoice again today and the email came back undeliverable still. Please see attached. Our accounting team has left a message for the homeowner today, to request a working email address.  We are also mailing a copy to the ****************. We value our customer's and did make attempts for four months prior to moving to collects. We are sincerely sorry for this error and upsetting the ****************. This was no fault of hers and her payment was made to FAS on time. We appreciate her patience and kindness in light of this error. 

  Business Response

  Date: 01/23/2024

  We tried to reach the homeowner by text, email, and telephone between the months of May and September. Unfortunately, we showed an outstanding balance in error and without being able to make contact, we sent this to collections. Once ***************** made contact with the customer, the issue was resolved the same day. We did send an invoice to the email on file, but the email no longer works. We attempted to send a paid in full invoice again today and the email came back undeliverable still. Please see attached. Our accounting team has left a message for the homeowner today, to request a working email address.  We are also mailing a copy to the ****************. We value our customer's and did make attempts for four months prior to moving to collects. We are sincerely sorry for this error and upsetting the ****************. This was no fault of hers and her payment was made to FAS on time. We appreciate her patience and kindness in light of this error. 

  Business Response

  Date: 01/23/2024

  Final invoice was sent to customer via updated email address as well as **** on 01/11/2024.

• Initial Complaint

  Date:09/12/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: FAS is mis-stating what occurred: both at time of damages and regarding how they have handled resolution.

  1) It wasn't just my "concerns" as they say. SThe installer self-reported the damage by calling FAS and speaking with me, in addition to sending the photos and video of the damage he caused.
  

  2) FAS failed to honor the contract, item # 13, which states, "FASWD assumes no responsibility for work performed by a non-FASWD contractor or homeowner." It was a FAS installer who did the work and FAS was responsible for working directly with me. Instead, FAS told me that their responsibility was complete and that I was on my own in trying to negotiate a settlement with their installer.

  3) FAS told me for 3 months, beginning in June, to expect a call from the installer's insurance adjuster. I finally heard from the insurance company on 9/20. The insurance representative said the insurance claim was not filed until 8/1. Further, the only information he had was my name - no phone number or address or way of contacting me. He said that FAS, as the contractor, should have been coordinating this process and providing all of the necessary information. The representative said that I will receive compensation to pay for the repairs and that is in process.

   

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

  Business Response

  Date: 09/27/2023

  This customer's job is complete. The customer had concerns that the subcontractor spilled something on her roof, she was requesting a payout from FAS for the roof quote. FAS has worked with this customer to take her through the proper channels, and she is working with the insurance company regarding her claim. FAS will continue to support our client by helping with communication between her and the insurance agency. 

   

  Business Response

  Date: 10/10/2023

  This has passed final inspection. FAS has completed all work at this customer's home. The claim she has is related to the subcontractor that installed the product in her home. FAS continues to support the customer. However, there is no more for FAS to do. 

• Initial Complaint

  Date:07/10/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Yes they are coming out on the 19th to complete that portion of the job. And I feel the only reason that FAS is refusing to furnish documentation is because they've been caught in so many lies including Miss H******** stating that I was offered a time on June 24th for them to come out and complete the job, however I have a email/text message from Jade from FAS offering me the 14th of June which was not a Saturday which was a Monday. I feel like that they're not willing to furnish documentation because they can't furnished documentation on the subcontractors I feel like that they were not licensed nor insured I feel like that paperwork is not from the gentleman that came out this is my opinion and I am digging further into it in as much as the gentleman quoted to me that they were from either Kissimmee or Clermont and yet the liability paperwork that was furnished is from a company out of sunrise Florida. FAS also sent through documentation stating that they required no more communication between myself and them that it was all to go through their attorney so I'm guessing this communication is supposed to cease as well? and like I said to the attorney they can come out and they can finish  their windows but they will not receive a penny a red cent from Mr Stum or myself until the damages that they're supposed subcontractors professionals at that caused to my home! 
  
  
  
  Sincerely,
  
  
  
  ***** ****

  at they did was be shown through the home we paid particular attention to show them the master bedroom which my husband the night before prepped out for them carefully covering all of our brand new hardwood flooring! They were told be careful!! As this was very new very expensive flooring. The next thing that happened was they hadn't been working for more than 15 minutes and they shattered a window in my front entry foyer by my fish tank leaving shards of glass everywhere! Thank God it was an old window that they were removing again should have thrown them off the job. They worked that day and that evening my husband came up to our room and found not only the floor scratched and gouged terribly but the install the shittiest thing we'd ever seen holes that you could put your whole hand in just terrible terrible insulation! We called Bob and he assured us that everything would be fine what a joke! Things went steadily downhill from there including the fact that the installer got arrogant and lied about the fact that they destroyed the floor we have pictures to prove otherwise! They work that day and the following day and again the installation was horrible! On the 3rd and last day they rushed through and then demanded that my husband and I signed a satisfactory completion letter when we refused they held our welcome package hostage and all the parts to finish the windows as well the little pieces that you put in to finish the windows....the decorative pieces etc. We again called FAS and was assured that everything would be fine and that the finish crew would come out and bring out all those pieces and parts and are welcome package well let me tell you what it is now July 9th 2023 still no welcome package still job not done! But I got ahead of myself we talked with FAS about the damages and they told us that we needed to find somebody to repair it! My wife and I called many many flooring companies and were flat out told that they weren't interested and the one company that we could find FAS Windows laughed at the price to repair the damages that their subcontractors caused! We have been back and forth with FAS regarding this! I must also let you know that our home failed inspection from the city of Sanford Florida twice because of Windows being installed poorly and also because the tempered glass windows that were required were not installed! Mind you this is twice that they didn't install the windows that needed to be installed! we again went rounds with FAS about that! We also went rounds with FAS about the quality of the windows and simonton we took so much time off work and lost so much money that it's just ridiculous! When the windows finally passed inspection we again went rounds with FAS about fixing our floors and getting somebody out to do the repairs we were told that they would give us a deduction off of our amount owed well I'm sorry a deduction will not pay for the cost to repair or replace my floors which unfortunately now would have to be a complete replace in as much as the flooring is no longer available! They then offered me $2,500 cash again a joke they want to come out and put up the fixed the remaining pieces and parts and my husband and I offered them to come out anytime after 5:00 or on weekends as we were not taking any more time off of our jobs!! That's not good enough for them we have to jump through hoops for them and bend over backwards for them but they can't do anything to fix damages or finish the job! It's now come to the point where they're sending threatening text messages harassing phone calls and letters from attorneys! I want my floor fixed I want my windows finished and I want an apology for the nonsense that's gone on! In my opinion folks stay away from FAS windows at all cost

  Business Response

  Date: 07/26/2023

  Fas has been working with the customer along the way. Most of the complaint items were manufacturer defects and FAS worked hand and hand with the manufacturer to get those items completed. All of the customer's concerns were addressed. 

  All FAS Installers are strictly checked, all of them are background checked and must be licensed and insured; All meet a minimum requirement of installation experience; the installers also have to provide references as well as show a photo portfolio of their work. We are passionate about having a top notch install group. 

  The customer states that her husband placed drop cloths on the floors, this is something that FAS usually handles on their own, but the customer had this done prior to our install. They stated we scratched the covered floors, we made a very fair offer, though the floors were covered, and FAS is not sure this was anything that happened while on site. 

  The only thing left to do on this jobsite is to install screw hole covers that could not be installed until the inspector checked the fasteners and passed the final inspection. We have been trying to schedule with the homeowner even offering a Saturday. We do not send our crews out in the evening time past 6pm. Once the customer is ready to schedule a time, they can reach out to our office so that we may install the screw hole covers. The installation is complete for this customer. 

   

   

  Business Response

  Date: 08/04/2023

  The customer is scheduled for 8/19/23 to install the screw hole covers and balance track covers. The customer was provided with the liability insurance for the subcontractor that performed the work which covers her home. There weren't any injuries on this job for us to supply any further documentation.  There will be no further documentation exchanged for this subcontractor. The person coming out on 8/19/2023 is an FAS employee not a subcontractor. 

• Initial Complaint

  Date:02/21/2023

  Type:Billing 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.

  
  
  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,
  
  
  
  *********** ********ng through the loan change documents, and we would be seeing the new loan documents in our email box. We were never informed of a loan change fee and have now just received an invoice for $1,100 for changing from one loan to another from FASWD. This was never agreed upon by my wife or myself and needs to get resolved immediately.

  Business Response

  Date: 02/21/2023

  Based on discussion with Mr. ******** we have agreed to remove the charge for the finance fee since there was some confusion with the financing terms and conditions at the time of changing the plan. We sincerely apologize for the confusion and are doing everything we can to satisfy our customer.