Complaints

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

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  Mister Window

  1610 12th St E STE A Palmetto, FL 34221-6431

  
• 

  Mister Window

  14121 Stilton St Tampa, FL 33626-5005

• 

  Mister Window

  360 Central Ave Ste 800 St Petersburg, FL 33701-3984

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:07/08/2025

  Type:Delivery 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.

  Mister Window came out on 2/28/25 and gave me a quote to replace my front window damaged during Hurricane **** I signed a contract and gave a 50% deposit. Since that time all I have gotten is excuses as to why the permit has not been issued and when my window will be installed. I have spoken to *****, **** and **** and get the same answer, we are working on it and will get back to you. I have called and emailed numerous times with the same story over and over. The last call on 6/25/25 **** informed me my permit will be done that week and still nothing is done. I cant get a call back or an honest answer and ignore my requests for a refund. I posted a review about this situation that was promptly removed by the company and they went as far as changing their ******** profile that had the bad reviews on it. All I want is my window installed if they can not do the work then issue a refund. The last call I made they blamed the City of ********** permitting all I see on the citys website is resubmission required since 4/23/25. I see similar complaints from others having issues. I have been patient but as of now I would like my window installed or a refund of my $3,176 deposit.

  

  Business Response

  Date: 07/09/2025

  Hello,

  
  Thank you for your patience and understanding regarding the ongoing permitting process. We are aware of the significant issues and staffing shortages that the City of ********** has been experiencing, which have delayed permits for many projects. Please know that my team has you on our schedule, and we are doing everything we can to get your permit issued as quickly as possible. Our goal is to complete your project promptly, just as you wish, and to add another happy customer to our list.

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23557236
  
  I am rejecting this response because:
  Mister Window called and said it is the City of ********** that is holding up the permit but they have submitted all the proper documents including the Notice of Commencement and they have me scheduled for 7/16/25 to install my window. Mister Window told me that no one at the City of ********** Permitting answers the phone, that is not true. I called the City on 7/11/25 and spoke to the *************** I recorded the call. Mister Window still has not submitted the Documents required to have the permit issued since 4/23/25 when they applied for the permit. I questioned ***** as to if they were going to do the work without a permit on 7/16/25 and was told they will have it by then. I will update this response next week on 7/16/25 if Mister Window comes out with a permit to install my window. As of now their response was not truthful. The City of ********** is saying the permit will not be ready on 7/16/25 for the work to be done because the appropriate documents have not been submitted (ex: Architectural documents)  I also looked for the Notice of Commencement and that has not been filed with Lee County Florida as of yet. Im very disappointed that it is taking this long and the company not being honest with me. I just want my window to be installed or a refund if they can not do the job. 
  Sincerely,
  
  ***** ***********

  

  Business Response

  Date: 07/14/2025

  We have updated the customer step by step, Mrs. ******* on the schedule for next week, and the main issue of the permit with City of ********** have shortgae on the staffing for months actually. but we are all set to execute next week and get the job completed 

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23557236
  
  I am rejecting this response because:
  Mister Window came out on 7/16/25 without a permit from the City to install my window but wanted me to pay $2540 which I said I would pay the balance when the work was complete and it passed inspection by the City. I was then told by ******* by phone that if I did not pay they would not install my window and I would be charged $1000 rescheduling fee they told me I agreed to the payment when I signed the contract but I can not find anywhere that says that on the contract. I paid the requested amount as ******* insisted this is what my contract stated. The installers *** and ****** did a nice job but I was very uncomfortable letting them do the work without a permit from the City and as of today I still have no permit so no inspection can be done. This is just bad business practice. They sent the installers with a bunch of paperwork trying to say it was the permit which it was not. It is not normal to have a Company strong arm you for almost the entire amount of a project that they know a permit is required as payment is usually upon passing inspection. At this point I have no idea if this project will pass inspection or even when a permit will be issued. Mister Window will blame it on the City of ********** which is ridiculous as there is no way it would take the City 5 months to issue a permit. If Mister Window doesnt know what is required to apply for a permit to install windows there is a major problem. I will not be accepting any response from them until I see a permit issued and an inspector coming to my house and letting me know that the window is installed properly and to Florida Code. 
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:06/19/2025

  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.

  Mister Window was the hired contractor to replace a set of windows. Purchase occurred in Dec 25, installation began on 2/11/25 and was expected to complete in 3-4 days. Project had many installation and quality issues, required multiple crews, had many no shows, did not pass initial inspection and was very challenging to get the company to respond. After 3 months, the stucco repair work remained incomplete and inspection/permit open. I disputed the payment through my bank due to breach of contract and failure to complete the project which the bank confirmed. This step finally resulted in the outstanding issues being addressed at which point I informed the bank the issues were resolved and payment was reposted to the company on 6/4. The company has refused to acknowledge that the disputed payment was posted either due to continued incompetence or because they are committing fraud. I am looking for formal, written acknowledgment that payment has been satisfied. If a lien is pursed by the company I will pursue a fraudulent lien claim and damages against the company.

  

  Business Response

  Date: 06/19/2025

  Dear Mr. ************ have been notified that you disputed your payment without any prior communication, and as of today, the payment has not been posted to our account.

  As per the contract signed on 12/8/24 and the completed servicesincluding installation dates of 2/13, 2/14, 2/17, 2/26, and 3/10,

  final inspection on 3/18, and stucco work on 4/18 and 4/22

  You still owe a remaining balance of $18,317.00 to Mister Window. Please remit payment for the outstanding balance immediately. Until the payment is received and posted to our bank account, we will continue with legal actions necessary to protect our business interests.

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23485310
  
  I am rejecting this response because:
  

  This response is inaccurate and continues to not address the issue.

  The payment in question was made on 7/4 and I have provided the proof of payment and dispute resolution.   I have attached to this file.  The bank has confirmed the payment was received by the Mister Windows bank.  As I have shared previously if Mister Window is having an issue finding this payment they need to contact their bank and get a merchant reference number from my bank.  I am not authorized to get the payment reference number nor can I void the transaction.  If Mister Windows bank wants to void the transaction then I am happy to reprocess the payment but only after I see the funds return to my account.    

  Regarding timeline the accurate timeline is as follows: Initial inspection occurred on 3/18, the inspection did not pass (that is public record) due to the second story windows not having been properly taped.  After multiple attempts with the Mister Window office and ***** (our point of contact and field manager) I could not get resolved.  It required the work to be done, pictures taken and uploaded to the inspection file.  Stucco and taping to address the inspection issue occurred the second week of May only after the dispute.  The inspection and permit closure did not occur until 6/2 which is recorded on the county site and was confirmed in email by *******.  As soon as the inspection and permit was confirmed closed I resolved the dispute and payment was reposted per the attached.

  Regarding the payment dispute I did inform ***** in April that I would pursue a disputed payment due to the failure to complete the project which the company was in clear breach of contract at this point.  I also made calls to Mister Windows office on 4/15, 4/21, 4/22 and 5/2 as a point of escalation and inform of the dispute coming all of which went unanswered.  Mister Window has a call mgmt system that will show these call attempts from my number were made.   I waited until 5/2 to file the dispute with the hope it would trigger action but as the timeline shows it did not.  

   

   

   

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

  

  Business Response

  Date: 06/20/2025

  Hello Mr. ****************** style="font-size: 0.875rem;">We still waiting on the outstanding balance of $18,317 today to avoid any legal escalation. We have emailed you the merchants reply for your reference. again we are not looking except for our payment for the work we have completed few month ago, and if we didn't receive it we will have no choice but to proceed with legal action, including filing a lien on the property.

• Initial Complaint

  Date:05/29/2025

  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.

  We ******** and ******* ********) signed a contract with Mister Window to replace our doors and windows for $40,000. We chose the option to have the amount due in full one year after completion of project. A team of subcontractors worked for 3 days in April, replacing some of the windows. They tried to pressure me into signing a Certificate of Completion, but I refused and told them I would do that when the project was complete. I am still missing 2 windows and a door. They told me the rest of the work would be done within 3 weeks. We are now 6 weeks later and its impossible to get ahold of anyone helpful at the company and we have not been provided any timeline for completion. However, we recently received a statement balance form the finance company informing us our $40,000 payment is due next May. I called them to explain the work has NOT been completed, and they informed me that Mister Window had submitted a Certificate of Completion! When I told Mister Window about this, they said the Certificate of Completion is always signed on day of install, regardless of what is outstanding. My contract clearly states payments start one year after completion the work is complete. So now Mister Window has been paid by the finance company and they clearly have no motivation to ever finish my house. Im left with a mess (damaged,cracked window they installed, a back door that still needs to be replaced and has had the entire frame removed, and a window that hasnt been replaced). Please help.

  

  Business Response

  Date: 06/02/2025

  Hello, 

   

  We are working with Mrs. ******* now, and we are expediting her door delivery. We are keeping her in the loop as we speak 

   

   

  Customer Answer

  Date: 06/03/2025

   
  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,
  
  ******* (and Harmony) ********

• Initial Complaint

  Date:04/29/2025

  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.

  7/24, hired Mister Window for full home door/window replacement for ~$75k. Start was expected to be in Oct. I asked specifically to do all at once, so that I wouldn't have to take time off repeatedly. The project began 1.5 months behind schedule, just before Thanksgiving, with a promise of 2 days. When the install team arrived, they told me not everything was in. 2 frames had rotted wood that needed to be replaced. At 6pm, with 2 gaping holes in my house, told me the cost would be ~$10k. At this point late evening, 2 days before Thanksgiving, I'm not left with a choice. Not like I can shop that around. 2 door measurements were incorrectly typed into the system and the doors were too large, reorder would delay the project 3 months. Parts of the house that were torn up, like stucco couldn't be completed because the county would need to see. As a compromise they agreed at no charge to expand the openings to fit the larger doors rather than wait 3 months. This caused damage to the interior floors that was supposed to be fixed but hasn't. Project resumed post-New Years, taking another 2 weeks. Company failed scheduling inspection for a month. 1st failed because frames were missing screws. Week later they fixed, then 3 weeks for the inspection to pass. By Mar. the stucco work was done. That contractor made 1 frame too big which damaged a door. Foam stuck to the deck and ruined the finish in multiple spots. I spoke to the Install Manager *** ***** to have a finishing team come out to do the caps and covers and do adjustments on the doors where there were gaps. That team was scheduled, but didn't arrive until after 5pm & didn't have the list of what needed to be done. Also found the install team had left the caps & covers for the windows outside, ruining them & had to reorder. Items still not done: caps & covers, a door is damaged, gaps in the doors, floor is torn up, and damage to patio. Since 4/18 I have been trying get a response but many people no longer work there.

  

  Business Response

  Date: 05/09/2025

  All the concerns for Mr. ****** got resolved and handled, and if he need any help further, he can email us at **********************************

• Initial Complaint

  Date:03/31/2025

  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.

  From May 2024, I contracted with Mr. ********************** for the installation of three exterior doors with built-in blinds and thirteen new windows. The scope of the job and my payment was based on those specifications. Upon reviewing the permit documents, emails, and paperwork, I found that the permit only listed one door, not three. Despite this, three doors were installedbut they were the wrong doors, lacking the built-in blinds as specified. Additionally:The installation was completed while I was at work, and the installers had left after dark, preventing me from inspecting the work immediately. No final inspection was completed by the company, and I was never asked to sign off on the work. Upon discovering the errors the following day, I immediately contacted Mr. ********************** to report that the doors were not what I ordered and were inconsistent with the description on the permit. Mr. ********************** responded dismissively and refused to correct the error, despite my repeated requests and objections over the course of several months. I requested itemized receipts, a revised contract, and documentation for the charges billed to my **************** cardyet Mr. ********************** failed to provide these.I believe Mr. ********************** has violated several Florida laws and regulations, including but not limited to: Florida Statutes Chapter 489 Contracting: Contractors must obtain the proper permits and perform work in accordance with the permit and plans (489.129(1)(j)). Installing unpermitted work or not matching specifications is a violation..Deviation from approved plans or permit documents. Misrepresenting the nature of the goods (doors with blinds that were not provided). Failing to disclose that the actual items installed differed from the contractual agreement. Withholding receipts and contract information after repeated consumer requests.

  

  Business Response

  Date: 04/26/2025

  Hello,
  Mrs. ******** is correct on some points she mentioned, but other parts are not accurate. Initially, Mrs. ******** contracted us to install only one door, not three as she later mentioned. She then added a door and a window to the project, and attached are the pictures detailing the scope, the signed contract, and all necessary documents for reference.
  The permit we obtained was for the original project per the signed contract. We ordered exactly what Mrs. ******* approved, as confirmed by the attached sketches and signed documents. The door Mrs. ******* requested with blinds was ordered accordingly, and the double door with full clear lite was ordered exactly as signed.
  Additionally, we offered Mrs. ******* a $400 discount and are now also offering her a replacement for the full lite door with blinds to ensure her satisfaction as a valued customer.
  ********************** has made no mistakes, as evidenced by all attached signed contracts and the scope of work. Our priority remains ensuring our customers are happy.

  Customer Answer

  Date: 05/01/2025

  I hereby accept that resolution in full satisfaction of the installation error, contingent upon the terms outlined below.
  To avoid any further misunderstanding, I am confirming the following:
  Replacement Agreement: You will fully remove and replace the currently installed doors with the originally requested doors that include factory-installed internal blinds at no additional cost to me.
  
  
  Timeline: Please provide a written timeline for the removal of the incorrect doors and installation of the correct ones, including the expected date of delivery, installation, and completion.
  
  
  Warranty Continuity: The warranty applicable to the newly installed doors shall begin upon completion of installation and shall be no less than the warranty originally offered under the purchase agreement.
  
  
  In addition, I respectfully request that you provide the following documentation for my records:
  A copy of the alleged signed contract that you referenced in your response to the BBB, which I have not received to date.
  
  
  All original invoices and receipts for the project, which I was never provided.
  
  
  This request is being made to ensure my records are complete and consistent with your file. Please understand that this is not a rejection of your resolution, but rather a necessary step to confirm transparency and avoid future disputes.
  Please confirm receipt of this letter and provide the requested documents and project timeline within ten (10) business days.
  I am hopeful that we can bring this matter to an amicable and final resolution in accordance with the Better Business Bureaus efforts and your stated intentions.

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

  
  

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23134086
  
  I am rejecting this response because:

  I filed a complaint and I have not heard back from you or muster ******************** about finishing and fixing up these doors so we can get an inspection done. Ive sent all my information in and I have not heard back from Bbb or Mr. ******************** with regards to a contract and an appointment to finish up at my house. Please let me know if you have talked to them and find out when theyre gonna schedule to finish up my job. Thank you, ******* ********.

  

  Business Response

  Date: 06/02/2025

  All is good with Mrs. ******** We are actively working to ensure her satisfaction, even though we have not made any mistakes according to our signed sketches, agreement, and the outlined scope of work.

• Initial Complaint

  Date:03/21/2025

  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.

  Decided to use Mister Window for 07 impact windows. Salesman was assistant CEO and was very polite, assured us a hassle free experience and approximately 2 day job for completion. The job started in January 2025 and is still not complete. This has been an anxiety rollercoaster of an experience! It is not a good feeling to come home daily and you and your family have to look at a deformed home from the work that is still not complete from installing windows. First crew came out, rushed through job and were done in approximately 7 hours. They broke 2 of our shutters, installed the rest of shutters crooked, left trash and did the worst caulking job on exterior that Ive ever seen. Texted are sales representative, the assistant CEO and was ghosted. Called Mister Window office number to complain and was informed the assistant CEO no longer worked there. I expressed my frustrations to office person who said they would send a different crew out to correct mistakes then county would come out to inspect. 1 week later a different crew came out corrected the exterior caulking job but when county inspector came out he failed us because he could not visibly see any hardware or fins. They also broke more shutters. Crew came back out to tear off panels, tape and county came to inspect for 2nd time and we failed again. Inspector said windows were altered top and bottom, wood exposed and fins have been cut. I called to complain to Mister Window again and they assured me a meeting has been done and crew knows what needs to be repaired. We scheduled for these corrections to be done on Tuesday, 3/18. Mister Window called me the morning of to ask me what specifically the inspector said. This was not reassuring. Guy on phone said they didnt agree with county and will not send crew out till they get more info. Ive yet to hear from management or get an update. We just want our job completed and a call from management and I am happy to remove any negative reviews.

  Customer Answer

  Date: 04/16/2025

  I am responding in regards to BBB. 

   

  I received email from BBB stating my complaint still had no been responded to by Mister Window and to notify you if they reached out to me.

   

  They did reach out to me but not because of this complaint that Im aware of.

   

  Mister Window did send a crew out to complete the job, reimburse us for our broken shutters and we did pass inspection finally.

   

  I still want to leave a review on this website about our experience. 

   

  Thank you,

   

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

  Sent from my iPhone

• Initial Complaint

  Date:03/18/2025

  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.

  The full details of this complaint are very important to me and my case. Therefore, I am attaching the full complaint as a supporting document. There was not enough room here to include all the details.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23082878
  

  I did hear from Mister Window. They did not respond through the BBB but through my Realtor. She stepped in to assist me with this ongoing problem. We met with Pony Loka and one of his site managers, ****** *****. If the rest of this email doesn't apply because they did not reach out through the BBB, please disregard. I will include in case it is relevant and to keep a record of what has transpired. 

   

  It was not a good meeting. I felt uncomfortable, especially around *** ****, who I had already tried to negotiate with through email. I don't know why he couldn't reach out through the BBB, because then we would have had a mediator, and we need that. Both my Realtor and I found them to constantly interrupt us rather than listen to us, as we were trying to describe how unpleasant this experience has been. *** **** was especially defensive and condescending. He would not even admit the door was ordered incorrectly. He continues to say that since I signed the contract, I must have approved of it. That is incorrect and I cannot back this up because he fired the ** of sales, who was the one who was responsible for the order. (He also denies that this person was dishonest and lacked scruples, and that is why he was fired. THREE of his employees shared this with me. He, however, denies it.)

   

  In the end, they called to offer me $1500 rather than the $2400 I have asked for. It was *** ***** who called. I have never been talked to so rudely by someone was trying to negotiate with me for a RESOLUTION. He stated numerous times that they didn't "HAVE to come to my house or HAVE to try to help me," but that they wanted me to be happy, so they were making an exception. Who says this? Especially in a rude, condescending manner? They want me to be happy so they treat me like a child and interrupt me every 2 minutes? He even raised his voice with me on the phone! I had to *ask* him to speak to me civilly. It was hard to wrap my head around. They failed to show me any respect or regret over what has transpired.

   

  What is even worse is that *** ****** after meeting me in person the day before and shaking my hand, did not know my first name. He had to ask me my first name when I told him to check his email for my response. Then when he called back, he pronounced my name Miss Falooso rather than Miss ******. What kind of a company sends a mediator/manager who doesn't even know your name? After meeting you in person?? And speaks to you so harshly?

   

  *** ***** tried to get me to accept the lower amount. He even added $200 to make it $1700, but that is $700 below what I have been asking. (And remember, I'm only asking for 50% of what the door cost!) To accept this lower amount, when they have not once admitted it was a mistake on their part and have not once admitted to ANY of the other unkept promises that their (fired) ** of sales offered me, while also being incredibly rude and offensive - it was not something I could accept. Especially because they wanted me to sign an "agreement" that I would take down all of my  negative reviews. It felt like I would be signing an ***, and I cannot do that under good conscience. People should know how poorly I have been treated. If they would like to negotiate through you, I would be open to that. I do not wish to speak to either of these gentlemen again, either in person or through email. The only employee who showed me any kindness was ****** and I am not sure if he even works there anymore. 

   

  Thank you,

   

  **** ******

   

  

  Business Response

  Date: 04/19/2025

  Hello, 

   

  I wanted to update you that all the projects have been completed for you in a timely manner. Regarding the $1000 check we gave you to hold against Mister Window as a good faith gesture, please understand that per our contract, we process our loan upon substantial completion. Since you had not made any payments to Mister Window until the windows were fully installed, we wanted to ensure you feel confident and safe in our integrity and commitment to customer satisfaction.
  Originally, you ordered a flushed door, and as per the contract you signedincluding the scope of work and the approved sketchwe proceeded with that order. We did experience delays with the door delivery because the two door manufacturers we worked with were acquired by another company, which temporarily slowed down the process. We kept you informed throughout these changes.
  Once the door was installed according to the contract, you expressed dissatisfaction with its appearance. Though no errors were made on our part, my team and I have gone above and beyond to offer various solutions to make sure you are happy. I personally offered a door from a new company at my cost, covering the installation, but that option was declined. I then offered to absorb 30% of the cost of a new door you would choose, plus installation, which was also declined.
  We even visited you in person to present new options and agreed to install inserts into your existing door, covering the costs for those inserts and installation. Despite all these efforts and multiple refund offers of $800, $1,500, and $1,700, you have insisted on a refund of $2,400. At this point, we feel that the repeated refusals and demands are unfair and may be an attempt to take advantage of our willingness to be accommodating and kind.

   

  Thanks!

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23082878
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/17/2025

  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.

  Requesting a full refund of deposit due to failure of Mister Window and/or its representatives to provide the requested services and/or products resulting in the contract becoming null and void. I am requesting a full refund of $6,932.50 and damages. On or about 08/29/24, ******* ******, a representative from Mister Window came to my home took measurements, confirmed the services, type of windows (hurricane), sliding glass door and installation of said windows and door. A contract for the purchase and Installation of sliding glass door and windows was created.09/05/24:The engineer, from Mister Windows first visit was conducted. He failed to take any measurements, He was on the property for less than five minutes and said the work couldnt be done by Mister Window and /or representatives thereof. 09/ 5-9/24 Called and spoke with ****, a representative of Mister Window to discuss the engineers findings and statements. **** stated he was busy, and would call later. 09/10/24:On or about 09/10/24, the engineer from Mister Window called and stated he was in the area and could come by the house for a follow up. He arrived on or about 6:00pm. Again, he failed to take any measurements or confirm a reason as to why the windows and door could not be installed. He stated to Mr. ******* that the windows and door could not be installed by Mister Window and/or representatives as I requested and subsequently gave the deposit for. 09/14/24:Based on the information provide by Mister Window and its representatives that Mister Window was unable to install the windows and door, I Hired new company, Direct Remodels to install the windows and door. 10/24:I reached out to Mister Window and its representative, the engineer to follow up on my refund since I was told the installation could not be completed, thereby rendering the contract null and void. He again reiterated that the installation could not be completed. I asked for a refund. He stated I would not get one.

  

  Business Response

  Date: 04/19/2025

  Hello Mrs. ******************** are correct that Mister Window wasnt able to complete your project because we cannot proceed without pulling a permit. Please email me at **********************************************************, and I will be mailing your deposit check within 5-7 business days.

   

  Thanks!

  Customer Answer

  Date: 04/29/2025

   
  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,
  
  ******** *****

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23075293
  
  I am rejecting this response because:

  I am requesting the following complaint be reopened. The resolution offered by the company of a full refund check mailed to me within 5-7 business days on 4/23/25 was never received thus the company did not follow through on their offered resolution. Complaint ID: ******** Thank you, ******** *****

   

  

  Business Response

  Date: 05/15/2025

  Hello ****** *****, 

   

  We have mailed out the check for the refund from last week, if you didn't receive it, please communicate with us through email, and will send you another check Asap. 

   

  Thanks!

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23075293
  
  I am rejecting this response because:   I have not received a check!  They appear to be dragging this out as much as possible!  Also just to remind them they charge me for a building permit so I assumed they got one!
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 05/30/2025

  This response was taken verbally by the BBB:

  The consumer stated they did not receive the refund so they are coming into the office on Monday to pick it up. This complaint has been resolved. 

• Initial Complaint

  Date:09/25/2024

  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 purchased 3 hurricane windows at $7080.00 in Feb. *******. Since installed I've has several problems with leaking. They have come out of at least 3-4 times to do evals and repairs and as of today, 9/24/24, they still leak. They keep giving me the runaround but I can tell they are not installed properly and on Aug. 4th, due to the hurricane, I had major flooding due to these windows. And now I have interior damages. I called them and they came out on 8/7, 8/16 and 9/3 to review and as of 9/24, they have not reached back out to me on repairs.This company has given me the run around for the past 3 years giving me excuses and the windows keep leaking. The interlock mechanism keeps breaking and they don't align properly. I have requested several times to replace these windows, and they just want to keep repairing then and I'm afraid when the warranty runs out. I will have more problems with them. In fact, every time I call, they act like it's the first time I'm calling. This is ridiculous. My insurance company denied my flooding claim saying it's because of the windows and the damages are over $35,000!I'm hoping you can assist me in getting this situation taken care of. I've already hired an attorney to fight the insurance company, because of other issues unrelated to the flooding, although the windows did largely contribute to water damage.

  

  Business Response

  Date: 10/13/2024

  Hello, 

   

  We tested the windows to make sure they were performing per the manufacturer's specifications, and we have passed inspection from the county at the time. In other words, to ensure that our installation was not causing any water intrusion and that there was no defect in the product itself. 
  
  Wind speeds used to test water intrusion by the manufacturers with product approvals in the State of ******* are far lower than the speeds experienced at your location during hurricane ******. This is not a failure of the product or installation. The windows are just not designed to keep all water out at 100+ MPH wind speeds. on the other hand we have completed the project on 2021 and we have taken care of every request regarding any warranty you had over the course of the past 3-4 years. 
  
  If you would like I'm happy to send you some documentation on this showing the wind speeds that the doors are tested to for the purposes of water intrusion. 

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22331761
  
  I am rejecting this response because:  Yes, initially they passed inspection but then fell off alignment.

  I have repeatedly requested Mister Window to repair the malfunctioning windows for the past 2 years!

  They have made 7 visits to my unit since August 4th and I kept getting the runaround. Had to keep calling them and track them down, so to speak.

  AFTER I submitted my complaint to BBB, they are finally stepping up to re-installing them and I now have a confirmed date of 10/24/24. They asked me to rescind my complaint with you, and I will after the work is completed. I'm just sorry that it took a complaint to get their attention.

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

  

  Business Response

  Date: 11/04/2024

   

  Hello

  I hope this message finds you well.

  
  I wanted to follow up regarding your recent concerns about the windows we installed. As you know, we visited your property last week to reinstall the windows and have scheduled another visit on 11/6/24 this morning to further address the same three windows.
  I would like to remind you that our installation has passed inspection by the county, and we have made multiple visits to ensure your satisfaction. We are committed to resolving any issues you may have, and I kindly ask that you acknowledge the efforts we have made in our communications.
  We appreciate your understanding and cooperation as we work together to resolve this matter. Please feel free to reach out if you have any further questions or concerns.

  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22331761
  
  I am rejecting this response because: Mr. ********************** only fixed one window so far. They were supposed to come out on 11/6 in the morning and its 1:47 and I havent heard from them today when they are arriving. As soon as they complete this problem.. then I will let you know. I did reach out to them this afternoon and they again rescheduled for the 12th. I told him how much I was unhappy with this, but what can I do. So right now I am still not happy about this process.

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

  

  Business Response

  Date: 11/08/2024

  Hello **** ******, 

   

  Till now and after 3-4 years from the installation and we still helping you, and dedicated to get you happy & satisfied. My team will reach out to you again to see what other concerns you have. 

   

  Thanks! 

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22331761
  
  I am rejecting this response because: once again they cancelled my appointment scheduled for 11/6 and called the wrong number to inform me. I found this out after I called to find out why they didnt show up for the appointment. I agree they are trying to help but their service record has not been acceptable. They have been to my home more than several times with excuses for a quick fix  and finally someone agreed that the window was in fact in need of repairs due to having a broken part that they were trying to fix with caulking it!!! This took almost 10 visits!!! It is now rescheduled for 11/12.  Overall I have been complaining about this on AUG. 3rd. It is now going into the 4th month of trying to get this repair resolved. I just want my window repaired and if it happens again. I want it replaced.  On another note: Ive been complaining about this window before this situation started. They always did small repairs like caulking, sealing replacement etc. but the window was always compromised during storms and now with warranty soon to run out, Im afraid that it may have to be replaced and Ill be stuck purchasing a new window after 5 years of having this one installed because they never fully addressed the problem sooner. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:08/26/2024

  Type:Sales and Advertising 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.

  ******** sold me a financing option for the work saying that the financing was free.I was then given a sales receipt indicating a dealer financing charge of $1022.92. Why am I charged a financing fee if it was free. I could have paid another way if I had known there was charge. I asked if there was a discount for cash and the salesman said no. There was also an additional $102 added to the financing which I was told was charged by the state of *******. That charge shows as $59. I have asked repeatedly where the additional $42 comes from to no avail. Nobody seems to be able to explain ***** seems that the management of this company is not very responsive and they dont seem to know what they are doing. This job was started in April and was finally completed in July.

  

  Business Response

  Date: 08/27/2024

  Hello

  
  I hope this message finds you well.

  
  I would like to clarify that our customers have not incurred any fees for the loan, and the cash deal is equivalent to the loan terms. Mister Window is responsible for managing the fees associated with these transactions.
  If a customer expresses the need for assistance, we can issue a check for $42 to help facilitate the resolution and ensure the matter is closed promptly.
  Thank you for your attention to this matter.

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22188754
  
  I am rejecting this response because: They have agreed to  refund the $42 fee but have not addressed the $1022 on my receipt.  If this amount was not part of my bill then why is it there?  
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 09/05/2024

  We have mailed the customer check already for that amount, so we can close the complaint. Customer never charged fees from our behalf and Cash is the same like financing we eat any diffrenes as a company. and As I mentioned as a curtosy move we have mailed check to the customer already 

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22188754
  
  I am rejecting this response because:
  I see that they claim that they sent a refund for the $42 which is a lie.  They have been saying that since June.  I have not gotten any refund.

  What a way to do business!

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

  

  Business Response

  Date: 09/18/2024

  Per my last email, we have sent the customer a check for $42. We want to ensure that there are no misunderstandings regarding this matter. If the amount in question is indeed $42, please provide us with the address where you would like the check to be sent, and we will promptly issue a new check.

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22188754
  
  I am rejecting this response because:
  It seems to me that after 5 months and my multiple contacts with your office, you should have known what my address is.  I will not be entering personal information here.  I will call the phone # entered here tomorrow with the information you requested.

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

  

  Business Response

  Date: 09/25/2024

  We will be happy to send you another check for $42 to your address, and we want to confirm it's the same address we have in our system. 

  Also you can contact me on **********************************************************