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:12/09/2024

  Type:Customer Service 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 project started in May 2023. Install was done in December 2024.Since install there are multiple issues. After install cleanup was never done.1. window/doors frames off level 2. The rolling windows make horrible noise 3. The entrance door is off level 4. Entrance door lock fails every 2-3 week, gets fixed and fails again.5. Sliding door screens fail getting off rails 6. because of issues are not resolved I am not making final payment and cannot draw mysafeflorida grant.7. They refuse to fix issues and fail to trigger warranty repairs.8.

  

  Business Response

  Date: 12/10/2024

  We appreciate your feedback and sincerely apologize for the inconvenience this situation has caused. Customer satisfaction is a top priority for us, and we take your concerns seriously. We are actively reviewing the details of your complaint and will take the necessary steps to resolve this matter promptly.
  
  A member of our team will reach out to you directly to arrange a solution that addresses your concerns. 

• Initial Complaint

  Date:11/07/2024

  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.

  Signed the contract to get the impact windows installed on 5/31/2024. Paid 40% deposit at that time ($16,995.51). Another 40% was due at the time *** started the installation. It was my understanding that installation would be scheduled once *** has all the materials on hand. Email on September 7, 2024 from **** ****** (Project Manager, ***) asserted that *** is ready for installation but for certain permit approval. It was also asserted that permit approval is not needed at this stage. As a customer, I approved moving forward with the installation based on the assertation. *** collected another $16,995.51 on September 26, 2024 (on the day of installation). As windows were being installed, I was informed by the installer that they don't have one big window (it's comprised of three glassed window, see picture included). There were a couple other issues as well such not having the correct type of windows with them. Later on I was informed by *** that they found one window in their warehouse. I asked them to install that window for which they have already collected the payment. Now at 6 weeks from the installation and 2 weeks from when *** finally agreed that they would install the window, I am still waiting. The answer I get is that they are still waiting to schedule and try to schedule per their convenience. It's unacceptable and breach of the contract terms based on communication from ***. I have several requests but when failed to get the installation done despite making all the required payments, I have no option left but to file the complaint with BBB. Thank you.

  

  Business Response

  Date: 12/13/2024

  Thank you for bringing this matter to our attention.
  
  BNT Services, Inc. takes all customer concerns seriously and strives to address disputes in a professional and timely manner.
  
  We acknowledge the concerns raised by Mr. ****** and regret any inconvenience experienced during the course of this project. We are actively working to resolve the outstanding issues to the customers satisfaction while remaining in compliance with the agreed-upon contract terms.
  
  BNT Services, Inc. remains committed to delivering high-quality service and ensuring transparency throughout the resolution process. We will continue to engage with the customer to address their concerns promptly and complete all remaining work as soon as possible.
  
  Should the BBB require any additional information or documentation, please do not hesitate to contact us directly. We value our BBB Accreditation and appreciate the opportunity to address this matter professionally and effectively.

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22524786
  
  I am rejecting this response because BNT still needs address issue with four large windows in the family room. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:08/07/2024

  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.

  Installation was in March 2024 by an incompetent team led by ***** who has since been fired. Some of the post-installation items have been addressed but, as of August 2024, we continue to wait for the job to be completed. We have sent emails & texts, many go unanswered. Project manager *** and installation coordinator ********* have done what they can, but it is not enough. BNT leads *** ***** and **** are aware with no communication while ********* last stated she has been pestering teams for updates. We do not have any confidence in the installation. Inspection passed but included looking at labels, screws, and caulk. *** mentioned he will do a walkthrough at the end. I am not sure what other items will surface but this doesnt help nor give comfort in the middle of hurricane season.We are 80% paid ($22,400). BNT is aware of these items, when will they be done? 1.Front Door Panel: Installed on a diagonal where the door does not close properly, light comes in from outside, and creaking noises on open/close. Inspector missed this.2.Front Door Molding: The top molding was crushed during Dannys installation.3.Front *************************** came twice as they can not match the bronze door color.4.Front Door Handles: An old style was installed, should have been the new 800 series.5. Front Door Outside Ledge Tile: We were instructed by BNT to do tiling after door install. When ***** finished, he showed us that the tile would fit but failed to tell us that he was going to install a bottom trim. This prevented our tile installer from doing his job and we incurred an additional expense to chip away at the concrete below the door. *** ************ were informed but offered no compensation. We were misled and deserve a credit for the additional expense.6.Office Outside Window: A piece fell on the ground which *** snapped back in. *** said that should have been glued which was either missing or not properly done. The screen is also dented.

  

  Business Response

  Date: 08/23/2024

  We apologize for any inconvenience caused by your recent experience. I'm sorry for the delay, but it seems that we encountered manufacturing issues with the panels.  We have been in communication with you. As you may already know, your panel is scheduled to arrive on 9/6/24 at our warehouse, and we will inspect it upon its arrival. We have received the screen to replace the dented one but are waiting for the panel to arrive. We are aware of the color difference in your entry door design. We have been in touch with the manufacturer to ensure a perfect match due to a slight color change.

• Initial Complaint

  Date:07/01/2024

  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.

  On Oct. 18, 2023 we made the final payment for installation of a sliding glass door. Within a few weeks, we realized that the handle on the door was blocking the movement of the window treatment on that door -- eventually causing the window treatment to settle at a gross angle. I began texting *******************, our sales **** at BNT, by text and included photos of the problem on May 15. He has variously told me he'd be out to see the problem and send someone out to fix it. He has done nothing. I'd be glad to send copies of those texts. I've also been in touch with the company but that led to no response either. I'd like BNT to either replace the handle or find someone (such as a window treatment installation company) to fix the problem or reimburse me for the time spent finding a repair person and for the actual repair. Thanks

  

  Business Response

  Date: 08/23/2024

  We understand how frustrating this situation must be. BNT has ordered the new handle and is waiting to receive it. Although the handle style was not in your original order, we went ahead and ordered a different handle for you at no additional cost. The new handle is expected to arrive in two weeks, at which point we will contact you to set up the appointment.
  

• Initial Complaint

  Date:07/01/2024

  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.

  Install scheduled for 6/3 to 6/5. Damaged hole in exterior EIFS stucco, threw out storm door when told not to. No one called or advised on when completion/ fixes would be. Emailed the company on Thursday 6/6 to advise of all of the issues. Received a response stating a ***************** coordinator would come out on 6/12. On 6/8 after rain leaked through both doors, I emailed that day stating I needed someone to come out sooner. ***6/10 received a messages stating he would be out. I scheduled an independent contractor to come out to have a 3rd party present. I was advised that a crew would arrive on 6/12 to complete all of the work and I would be reimbursed for my storm door. I was advised to order it from Lowes. **6/12 no one showed up. I texted the ** coordinator and was advised I would have a follow up that day. On 6/14, still no follow up. I posted a ****** Review and received a phone call after that all would be completed on 6/19. One person showed up, all not completed. I emailed the company asking for follow up dates and reimbursement. Many text and emails sent, last on 6/25 regarding my storm door which i paid to deliver next day because I was told it was needed for install. Caulking and door ***** repaired. ******* claims the door sticking out was because how it was being shut and only adjusted locks and plate so it would shut tighter. ** said wrong nails used on one door, those were never replaced. Stucco not completely repaired around the front door step or around side door. Wood debris left behind. No update on reimbursement and storm door install which was promised. Screen patio door cannot be put on without more modifications.Promised an update on 6/26. I have since called, no call back. Exhausted all efforts at communication. I need this completed. I also need to know HOW my EIFS was repaired as I only saw mortar which is not how this should be repaired and I made this clear multiple times. I will have home inspector verify.

  Customer Answer

  Date: 07/08/2024

  2 workers showed up unannounced at 3:30 on July 3rd . In order to get my screen to fit wood trim ( which they initially installed) was cut. This resulted in damage to the slider frame and they somehow chipped the step in the process. I've included pictures. At this point I just want reimbursement for my storm door/accessories and I need the inspection ( which failed) to be finalized. I will potentially lose grant ******* if this is not finalized as I expected the inspection to be completed prior to July 1st which was the deadline to use my funds. We're now beyond more than 30 days since installment.  Again, no follow up from anyone since my last email on June 25th. My front door still has water and bugs coming under it. You can slide an envelope right under. I would like to be done with this company completely and just want my inspection finalized and I will find my own contractor to finish out the work needed. I do not want anyone showing up at my home without notice. That was very unprofessional.

  

  Business Response

  Date: 07/22/2024

  We sincerely apologize for the inconvenience and distress caused by the initial installation crew and their disorganization. We deeply regret any frustration this may have caused you.

  
  As of 7/19, we are pleased to report that your project is 100% complete. This includes the correction of the broken step, replacement of the broken/damaged door casing, installation of a brand new storm door, and a passed final inspection. We also completed a final punch-out, cleaned up all debris, and touched up the caulking. ****** personally handled the reimbursement check for the new storm door that you purchased.

  
  We understand your concerns and would like to highlight that the entire installation process required a total of six visits, during which we addressed all your concerns and fulfilled our promises. After the initial issues with the installers, we ensured that only supervisors and management dealt with your project moving forward. We never asked you to release your funding before we corrected our mistakes, and every team member you spoke to extended a sincere apology.

  
  While we are disappointed by the negative public review, we understand your frustration and hope that the final outcome meets your expectations. We truly hope that you enjoy your new impact windows and doors and consider updating your review to reflect the final results.
  
  Thank you for your patience and understanding.

  
  

  Customer Answer

  Date: 07/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/13/2024

  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.

  CONTRACTED FOR A NEW FRONT DOOR FOR OUR HOME IN NOVEMBER OF 2023.MANY DELAYS, NO FAULT OF COMPANY, BUT NOT COMPLETED UNTIL MAY OF 2024.ISSUE #1- THE LOCK WE CONTRACTED FOR, A BRASS ONE, WAS NOT THE LOCK WE RECEIVED.RATHER THAN REFUSE THE INSPECTION, AND START THE WHOLE PROCESS OVER AGAIN, WE ACCEPTED IT. NEEDS TO BE A PRICE ADJUSTMENT FOR THEIR SCREW-UP!!!ISSUE#2-OUR ALARM SYSTEM WAS DISCONNECTED BY THE INSTALLERS TO PUT IN THE NEW DOOR. WHEN IT WAS TIME TO RECONNECT, THEY BROKE THE CONNECTION, CAUSING US TO SPEND $128.40 TO FIX. ********* SAID THAT THE COMPANY WOULD COVER IT, SINCE 'IT HAPPENS ALL THE TIME".HAVE CALLED AT LEAST 10 TIMES, LEFT MESSASGES, EMAILS, ETC. COMPANY HAS NOT GIVEN US THE COURTESY OF A REPLY. GAVE THEM PLENTY OF TIME TO TAKE CARE OF THIS.

  

  Business Response

  Date: 06/13/2024

  We apologize for this delay.  The reimbursement check will go out this week, we apologize the request was submitted just not processed.  The reimbursement check will include the amount of the alarm wire invoice and the hardware you kept that was originally the incorrect color for a total reimbursement of $203.

  
  Thank you.

  Customer Answer

  Date: 06/14/2024

  When actual check is received, I will accept the resolution, though it took much too long a time to resolve.

   

  Customer Answer

  Date: 06/18/2024

   
  Better Business Bureau:
  
  
  

  When actual check is received, I will accept the resolution, though it took much too long a time to resolve.

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