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:12/05/2024

  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.

  We hired *** and paid half down on November 18 2023, they finally came and installed windows on August 19, 2024, after several phone calls giving us different dates and there personnel hanging up on me. They came out on August 19, 2024, however they, the salesman and the owner measured a window wrong and the installer called them and told them the window was wrong and they never called him back so he did his job and installed the incorrect window. After going back and forth with the salesman, the owner contacted us and said he would order a the correct window and put it in.. in the meantime we had to wait an additional 8 weeks before they would even schedule the work and all other finishing work was stopped because they did not want to have there stucco guy come out twice so my house has been tore up since August 19th to this date and the permit for **************** is still open and I cannot get any other windows or doors installed because they cannot get a permit till this one is closed. So we have accommodated GJC in every way that we could, understanding and waiting while my house has holes in walls drywall not finished on inside stucco on outside and they finally schedule us for Dec 3 at 8:30 am, however, we had an emergency in our ********** home, our furnace went out and we had to have an emergency repair man come out on Dec 1 Sunday to address the issue so pipes would not freeze. Called GJC TO ASK IF WE COULD RESCHEDULE FOR LATER IN THE WEEK AND ***** TOLD US Dec 19 is the earliest and we said we fly home on that day, she told me she has bent over backwards for us and I asked what has she actually done for us I asked her to at least get the County out to inspect the job so we can close out permit she said they cannot do that, I asked if we could hire our own plaster guy and they could reimburse us she said no they would not, it has been us accommodating you and your company and she hung up on me. They are rude, there customer service is horrific.

  

  Business Response

  Date: 12/06/2024

  Good morning ********,

        I am sorry to hear things did not go well with *****, she is normally very polite and professional. I have read through all of our job notes and it does look like stucco and drywall must be completed before we can schedule the County inspection. We have reached out to both of our stucco contractors for a date. Originally, they both gave us dates past 12/19, so ***** has reached out again requesting if anything can be moved or bumped to allow a sooner date for you. We are doing everything  we can to get your job completed before you leave, unfortunately their schedule is out of our hands, but we have expressed that you are traveling back home on Dec 19th. As soon as we hear back, we will call you with a date. I cannot guarantee it will be before you leave, but we will do our best. We have tried several times to get this scheduled for you, unfortunately, these dates did not work for your travel schedule. We really are trying our best, given the window you are giving us, and hope you will be satisfied once everything is completed.

• Initial Complaint

  Date:09/09/2024

  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.

  sakesman came out and i told him i was interested all windows being replaced except the two bathroom windows. He went around house and did what he had to do. thenn we met and he went over the price. However I pointed out that he forgot the one bedroom window. so he went back and then redrew his pictures showing the windows and the rooms and made some adjustments to his pricing. He then gave me the price breakdown but not a new sheet. So I agreed to pay half and have the work done in Feb 2025. Next came the man to take actual measurements and he said Sol forgot the one bedroom window (and he also measured the two bathrooms windows at that time as I was considering having them done as well). Sol called and I told him that this was wrong. He finally said I could pay the extra money or get my money with a perentage taken off. I told him that this was his mistake. I asked to speak to his boss and he told me his name was *** and to call him. After three attempts with *** not returning my calls, I am turning to you. I did mention to ******* who took the first two calls that I was only to be reached any time afternoon. Last time, during business hours, the answering maching took my message.

  

  Business Response

  Date: 09/11/2024

  Good Afternoon Virginia,

         Yes, you are correct that Sal did make a mistake, and left off one of the windows you wanted quoted. However, your contract is for 6 windows, and your deposit (50%) was on those 6 windows. We would be happy to add an additional window onto this contract for you, and as you've mentioned, for the inconvenience, Sal has offered to add a discount to the additional window for his mistake. I apologize for Dan not getting back to you, he is not normally in the office in the afternoon. Please let me know if you'd like to move forward with adding the additional window, that was originally missed, and not yet added onto the contract, or if there is anything else I can help you with. 

  Customer Answer

  Date: 09/14/2024

   
  Complaint: 22256918
  
  I am rejecting this response because:  if you reread my first statement, you will see that at Sal first visit, I pointed out to him that he missed a window in the bedroom.  After he went and checked, he came back to the table and crumpled up his drawing. Ask him. Then he redid his work having all seven windows in it.  Then he did some math and gave me final figures and down payments.  Since he just want and redid this I thought his information would be correct.  Please ask him about the crumpled page and to see his paperwork.
  
  Sincerely,
  
  Virginia Herring Walkauskas

  

  Business Response

  Date: 09/23/2024

  I can ask Sal about the crumpled up paper, but the contract you signed is for 6 windows and when you total everything up,  you were only charged for 6 windows. Your deposit was for half (50%), of the Contract total. So you only paid a deposit on those 6 windows. I am not disagreeing that Sal made a mistake and missed a window when he wrote this contract. We would like to make this right, and give you a discount on the 7th window, that you have not purchased yet. It was mistakenly not added to this contract. If you are not happy with this resolution, and would like like to cancel this contract, please let me know. 

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22256918
  
  I am rejecting this response because:  this has been so stressful and being alone now doesn’t help.  I would just like to receive a check for $6861.  That is the amount of the check that I gave to Sal after he added in the seventh window and redid the costs and told me that was the amount I would owe for the deposit if I went with your company.  Please mail it to:  1610 Duffy Court, Venice, Fl 34293.
  
  Sincerely,
  
  Virginia Herring Walkauskas

  

  Business Response

  Date: 10/04/2024

  Virginia,

     To confirm, you would like to Cancel this contract, and receive a refund of your deposit. Is that correct? 

• Initial Complaint

  Date:04/10/2024

  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.

  We purchased 8 windows from GJC and they were instilled on December 14th 2022. Our total bill was $13,084 paid in full. We have had problems from day one with the screens not fitting and falling out, they have been replace twice, still having the same problem. Our bathroom window rocks in the frame, they replaced the sach, it still rocks in frame. I complained that the front windows don't open, or close right. The company has been our several times to fix the problem, but it never gets fixed. The last time they were out the were very rude and disrespectful telling me I'm being picky, that it's all cosmetic, and was asked if I even came to the showroom to see the windows! They told me to paint over the mold, which they used silicone caulk, and you can't paint on it! The last time I called they were very rude, so I called PGT themself and asked them to send someone but that company out and they sent them back out and I said no they couldn't come in. I have never been so insulted by a company before! They also told me that I bought the windows not the screens and PGT screen ****. I can't even open the window to clean because it won't go back in. My family room window I went to open and the window dropped on me and wouldn't go back up. I had to ask a neighbor to come over and help me close it. PGT now is telling me I have to pay for labor to have the problem fixed and if its an install problem they won't help me. I just want my window to work like they said they should! we saved up to pay cash for our windows and have had nothing but problems. They were installed 3 months after a major hurricane that caused over $90,000 dollars in damage so I have spent alot of time dealing with all that and don't need the extra problems, I just want to open my window and have them work like they should. We haven't had that from day one.

  

  Business Response

  Date: 04/11/2024

  Good Morning *****,

         I am so sorry to hear you are still having issues with your windows, we had no idea as we have not heard from you in the last year. We would be happy to send our Field Manager out to inspect your windows, and review any issues you are having. I will have our ****************** call you today and schedule and appointment so we can get this resolved.

   

  Customer Answer

  Date: 04/16/2024

   
  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. ******************* came out today and documented the problems I was having. His solution was to replace the Master bathroom window with a new one. To make the bedroom window fit better and to replace the screen, so there are no gabs. They are also going to replace the family room window with a different style window. I was satisfied with the Chads solution to correct the problems and I look forward to having window that fusion like they should. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/06/2023

  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.

  I contracted with GJC on 02/13/2023 to install hurricane impact windows with a custom front window, metal accordion sliding shutters in the Lanai and custom hurricane front door in our home. The total agreed price was $30,640.00. After being provided with the specifics for the custom door and a selection made, a deposit of $12,720.00 was given to GJC. We were originally advised that the installation would be in September/October 2023. We made monthly status checks re: installation and in August 2023, we were advised that the installation had been pushed back to November/December/2023. On 10/27/2023, we were advised by the scheduling manager, *********************************, that the installation was being pushed back until March/April ****. When we asked for the reason, she merely replied that they could under the contract. We immediately requested copies of the special orders and bills or lading for the custom doors/windows for out installation. GJC has refused to supply any information to show they actually ever ordered the door and windows for our installation.

  

  Business Response

  Date: 11/07/2023

   The Customer is correct that a contract  was signed on 2/13/23, but what he did not include in the email is that he changed his mind multiple times between March and June, and signed a new contract on 6/23/23. No orders had been placed for this order, as the customer was changing his mind. Normally, when someone signs a contract, we are able to start work on that project immediately, giving us the full lead time (currently *****) to do all the necessary steps, measure, order and receive product, submit for permit, etc.
  Unfortunately, we were not able to start working on this project immediately for the many reasons listed below- 
  -Deposit was not received until 3/22/23, 5 weeks after the contract was signed because customer was waiting on SBA funding.
  -Original Measure had to be rescheduled because customer was sick with the flu
  -Customer changed his mind multiple times between March and June, deciding between a front entry door and a roll down shutter.
  
  After 4 months of delays, a new contract was signed. No work other than final measures had started at this point. Per his new contract, signed by you on June 23,23, his lead time was ***** weeks, which is an "Estimated Project Completion Date". Because there are many factors we cannot control, our lead times are Estimated time frames. While we always try to accommodate every customer, we cannot start a contract in July, and be expected to uphold a previously dated contract that was signed 4 months earlier. There is a reason we sell ar ***** weeks, and it is because we need that much time to get from beginning to end of our process.

  We have offered to cancel ************************ contract, which he has rejected, and continues to demand an earlier install, which is not feasible. I have included all orders which have been placed with our manufactures, so we can be an transparent as possible. 

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20832025
  
  I am rejecting this response because:GJC conveniently avoids the issue of why after receiving the down payment on 03/17/2023, they never ordered until any product until 05/16/2023 and then again not until 10/4/2023.  Their excuses, although provided in a light most favorable to them, fall far short of reality. 

  1. We were clearly transparent with the company that we were not prepared to go forward tendering the consideration for the execution of the contract until, and though approved and fully committed to, the *** had yet to fund the bank account with with the funds the contractual down payment.  We were advised by the company that the minor delay was permissible but no special orders would be placed until the down-payment was received. by the company.
  

  2. The original measure was delayed because the company had only one person available to complete the measure and the company attempted to schedule the initial measure at the last minute when neither my wife nor I were available. The reschedule date was the first available for the convenience of the company.

  3. The original order was for the hurricane impact windows and metal shutters for the lanai.  This order specifics have never changed from the original contract date and remain the same to this date.  Additional information was subsequently provided by the company regarding options for the installation of a custom door which was subsequently included as an addition to the original order.  This was an addition but in no way changed the original order of hurricane windows and medal shutters. There was no "new contract" as neither the original terms, work, materials nor down-payment as consideration for execution was changed.
  

  The original question remains unanswered, what did the company do with the down payment funds during the intervening time between receipt and ordering date since they never even ordered the product until two months after receiving the down-payment.

  The company's failure to timely order the product appears to be what has caused the delay.  It also would allow the company an opportunity to utilize the funds for purposes other than that which they were intended. 

  The companies unwarranted delay will result in an additional expenditure of monies greater than the contracted amount for the same installation by another installer.

  We have offered reasonable terms to the company that would excuse their unwarranted delay and allow the project to proceed which, at this point, the company has not responded to.
  

   

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

  

  Business Response

  Date: 11/14/2023

  ********************,

       The reason there was a delay in product is because we order and install everything all at once. We did not order your windows while you decided between a door and a roll down because we need all product to arrive around the same time frame so nothing is sitting too long. That is our process, and has been for the last 17+ years. When you signed a new contract, your project started over, with a new lead time and was grouped with the rest of the Contracts signed at that same time. It went through the same process as every other job, which takes time. 

      You don't have to agree with our process, or understand it, but it has been the way we have been doing business, successfully, for the last 17+ years. We are upfront and honest with every customer on our lead time, as we were with you. I'm sure you have read our reviews on line of hundreds of other customer that have been happy with their new windows and doors, and I am sure this is why you choose us. If you would allow us to go through our necessary steps, with the time frame we need to do so, I'm sure you'll find that you will be happy with the end result as well.

      I am sorry if there was confusion, or a misunderstanding when **** explained our lead times to you. Unfortunately, I cannot go back and change what has happened, or when product was ordered. We will install as soon as all product arrives, but that is the best we can do. Regardless of your threats, complaints and certified letters, I cannot install your product until it arrives.

  Again, we anticipate this being a mid-late March install. If anything changes, we will let you know. If you wish to cancel, we need to know asap, as we only have a short window to do so. This will be your last opportunity to cancel this contract, otherwise we will see you mid-late March for installation.

   

• Initial Complaint

  Date:11/29/2022

  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.

  In the beginning of April GJC *************************** company installed hurricane windows throughout my whole home on October 28th hurricane *** hit about half way through the storm water came pouring through both sides of the window damaging my walls and floors i called GJC right away they sent someone over to look at the window the man who showed told me he sees were the window failed and that someone from GJC would be In Touch to schedule repairs about 3 to 4 weeks later a technician showed up and looked at the window he took the decorative piece off that covers the metal **** bar and water came out again now remember this is about 5-6 weeks after the hurricane and i believe that any water from the hurricane should have dried up by then and 2 days before he came it rained very hard so I'm sure that's where it came from at that point he called in another technician to evaluate the window after the two looked at the window i was told that the window did its job protecting me bye still being in there and in place and that he was going to put corking over the decorative strip on the outside of the house they installed the exact same window in my bathroom and at the time they installed it they corked that window and that window never leaked i am not a window installer but after they corked the window that that failed i have not seen water since the reason i had these windows installed was for hurricanes and these PGT HURRICANE WINDOWS ARE RATED FOR 150 MPH WINDS SO NOW GJC IS TELLING ME THIS WAS AN ACT OF GOD / NATURE AND THAT THERE NOT RESPONSIBLE.THE OUTCOME I WOULD LIKE IS FOR THEM OR THE MANUFACTURER TO REPLACE THIS DEFECTIVE OR NOT INSTALLED RIGHT WINDOW.

  

  Business Response

  Date: 11/29/2022

  This job was installed April of this year, passed inspection by the County (who signed off that Installation was complete and installed per code), and fully completed with the customer satisfied with completed work in July. There was no complaints of water intrusion or other issues until the hurricane. This damage being reported by ************** happened during the hurricane, which is considered "Hurricane Damage", and under all Warranties considered an "Act of God". The manufacturer warranty provided to ************** specifically states that the follow items are excluded "accident, fire, flood, acts of God, multiple hurricanes, water intrusion, including but not limited to water intrusion caused by wind-driven rain due to high wind events". We did offer a courtesy service to **************, and our Service Team did caulk the outside of this window to try to prevent additional water intrusion, and have provided him a quote for replacement. GJC Window & Door is not responsible for Hurricane Damage, nor Acts of God, nor are we responsible for the manufacturer's warranty. 

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18464614
  
  I am rejecting this response because: I fully understand there warranty my compliant is that written in their response is that they did come and do a courtesy call and like they said did some additional corking work to stop the water from leaking in through the window why was my window not corked the right way the first time an had it been this would not have happened and like i stated in my original compliant the exact same window they installed in my bathroom only it's a smaller in size and was corked right the first time never leaked and now there giving me a quote for a new window why would i replace this hurricane window that they say is not covered by hurricanes and as far as having the inspection done they come and inspect as the job progresses and they are not here at the end of the job to see the stucco work that was done and the corking work so now they want me to spend another $4000 thousand dollars on a new window and they can't even tell me why this one failed except to say to me the window did it's job not letting anything through oh except the water that ruined my walls and floors and why is it that none of the other 16 windows failed when there tech came out i was with him to inspect this window and the decretive piece that covers the **** bar  was sticking out on one side and not snapped in flush and i believe that's where the water came in.
  
  Sincerely,
  
  ***********************