Complaints

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

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  Wright's Impact Window & Door, LLC

  7816 S Dixie Hwy West Palm Beach, FL 33405-4820

  
• 

  Wright's Impact Window & Door, LLC

  8204 Tourist Center Dr Bradenton, FL 34201-2029

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:11/13/2023

  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.

  I signed a contract with the company on 5/6/22. I was told that installation would happen in November. There were immediate delays in ordering the windows because they submitted the wrong details to my *** . The exterior of my new windows are bronze, and they put white on the *** approval form. After months of delays with limited communication, they finally started the work on 3/7/2023. After they started installation, we were informed that they didn't have the frames for the front doors or one of the downstairs sliders. We weren't notified until after they started work. They also damaged two windows when they were installing them. They didn't return until 6/28/23 to install the front door and slider. At the end of the day, they removed the cloth that was set up, and we realized they installed the wrong front doors. Our contract states a left-hand outswing door, and they installed a right-hand outswing door. They also damaged the door frame, and put no locks or handles on the downstairs slider. The employees spoke very little English, but we used ****** translate to communicate with them. They said, "Sorry our company is so bad." We immediately called and texted the company, and received no reply. So, I had to drive to the office the next day. An office assistant spoke with me and told me she would send someone to my house to look at everything. ****** did show up that afternoon. He called his boss and told him that new doors and a frame would need to be ordered. I offered to pay an expedited fee for the delivery because I was eager to finally finish the project. After that day, ****** and the office assistant avoided my calls. ****** has since sent someone to look at all of the scratches and minor damage on all my windows. They offered to clean them up after we pay in full, but they refuse to correct the front door issues. We have yet to pay the last 10% we owe them until they fix the door, and they are threatening to put a lien on our house and void our warranty.

  

  Business Response

  Date: 11/16/2023

  There was confusion with the *** application as there were three manufacturers included with the order and certain products were split finish (bronze exterior/white interior), some were not. Additionally, there were manufacturer backorders for some of the main components and parts (hardware for the downstairs slider). Finally, there were products that had been damaged during transport/installation (damaged frames/broken glass). We are sorry for these delays and inconveniences however they do happen in our industry. Since all of our products are custom made, fixing these issues does take time. We have rectified most of the issues and passed final inspection on 9/7/23. There remain a few open punch list service items which we are scheduling with the customer. 

   I understand there may have been confusion surrounding the handing and swing of the double entry door, however, the entry door has been installed per the signed contract. 

  We do not threaten liens. If a customer is refusing payment and is in breach of our contract agreement, ******* law only allows a contractor 90 days after substantial completion (passing final inspection) to protect their investment in a customer's home with a lien claim. 

  I am told we have reached a settlement agreement with this customer. Rest assured all punch list items will be addressed. 

  Again, we do apologize for any inconvenience and misunderstandings. 

  Customer Answer

  Date: 11/26/2023

   
  Complaint: 20866652
  
  I am rejecting this response because:

  As of the date of your response, the following statement you made is false: "I am told we have reached a settlement agreement with this customer. Rest assured all punch list items will be addressed." No agreement was reached as of 11/16/23. The only confusion with the *** application was on the part of ********. We were very clear with our salesperson on exactly what we wanted, including the swing of the door. The fact that they were not able to complete the *** application correctly the first time is representative of their inability to order things correctly. When we reviewed the wording on our contract, the type of door ordered appeared to be aligned with what we told our salesperson. I spoke with *****************, the Executive Vice President of ******* Windows on November 15th. He explained they take great care in shipping their windows, and they send them on pallets. He told me any damage of windows is almost always on the part of the company transporting them to jobs. When ******** was installing the windows in my house, we witnessed them breaking two windows. Most of the delays we have faced have been due to the unprofessionalism of ********. They are still refusing to fix the damaged bottom frame of my front door (as displayed in previous pictures). It's sloppy and looks as though an unlicensed and non-skilled contractor installed the frame. Our contract is for $46,700, and so far we've paid them 94% of the balance due. Even though our project has been dragging on since May 2022, they installed different doors than what we told our salesperson we wanted, and many of our windows and doors have minor damage that will never be perfect, they want to offer us a discount of $1,000, which is about 2%. It's insulting, and doesn't even come close to covering the amount of lost wages we have faced because of ********. They have visited my home 12 different times, plus they scheduled two appointments, and they were no shows (on 7/12/23 and 8/24/23). Plus, there are still several items that need to be fixed. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/07/2023

  ****************** was alluding to the email from your husband dated 11/15/23. He stated your desire to accept the credit and to fix the rest of the punch list items and close out the contract. 

  The punch list was divided into three.

  1) Items we could service right away.  We scheduled those services for 12/7/23.

  2) Items we needed to address with the manufacturer.

  3) Items we needed to order parts and would complete once the parts were received.

  While I would agree ******* Windows does take care in shipping their windows, ***'s statement regarding transport is presumptive in that damage can and does happen at the factory prior to shipping. Frankly, it's in his best interest to point the finger elsewhere. We transport material to the jobsite in the same fashion we receive their material with the same "great care". We do not unpackage. Products are shipped in the same fashion we receive them. 

  We will continue to address the outstanding issues that we are contracted to complete. 

• Initial Complaint

  Date:09/21/2023

  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.

  I had ****** 's windows installed. I had issues after signing the contract the salesmen did not make the necessary changes before he was terminated. Started working with the vice president of sales. The changes had to be made in to get approval HOA 's ARC. . The vice president went out of his way to make sure the order was entered correctly and everything came as odered. I had paid a 50 % balance when placing the order. Finally ,i got a call from a "project manager " he told me the the date and time i offer directions because GPS are not good in this area. The project manager refused. The installer were an hour late. Crew of 5 with one on crutches. The project manage arrived later and stayed approximately 10 minutes ( the only time i ever saw him) there was a thunderstorm so i requested that they finish when the project was inspected. They were a no show . The project was inspected with numerous repairs needed i had the inspector speak with manager to give him the list. Nobody showed numerous times after making appointments . I had foam insulation and caulk put into the area around the french doors as bugs were a problem. A guy came to finish everything. He did the molding and a door handle. A dummie handle didn't get installed. The handle turned up missing but the box was there. my surveillance showed him wrapping the handle in paper towels and put it in his toolbox and left. Called the manager. After alot of discussion, he said they would pay $47 for the handle. ***** later they sent others. They took stickers off windows. And patched a 3 holes that they made. I noticed a hole in my screen room. I texted the vice president and he referred me to ****. I emailed **** and sent pictures no responce. Got a call that i am over due in final payment. Screen room repair is $120 and handle $47. Waiting to hear of resolve i have check chasier's check dated 8/21 holding until i get reimbursed for damages . Poor workmanship

  

  Business Response

  Date: 09/27/2023

  The product that was originally sold to the customer was only available with a single-color finish. The customer wanted to change to a split finish (different color interior & exterior) the product was not available with a split finish. It was decided to move forward with a single finish. 

  The customer did not like the hardware that came with the door and requested we install owner supplied hardware. The hardware the homeowner provided was interior hardware and was not able to be used in an exterior application. We are happy to refund the customer the $47 for the missing handle set. 

  The "noticed" hole in the screen room was not reported to the Project Manager. In the interest of good customer relations, we are willing to provide a refund for the repair cost of $120.

  The installation started on 8/18/23 and passed final inspection on 9/1/23. 

  I will have a refund check processed and mailed today for $167.

  We do apologize for any inconvenience caused by late arrival or any missed appointments. Scheduling sometimes is a moving target in our business as travel time, project complications (unforeseen circumstances) and weather greatly affect our scheduling. We are sorry.

  Customer Answer

  Date: 09/28/2023

  I am sending pictures involved with this complaint. I was not able to do so during the original complaint because I don't I don't have the computer skills needed. I am at the library getting help. I am forwarding pictures of damage and repairs to master bathroom walls where they forced a ladder into the walls.

  Customer Answer

  Date: 09/28/2023

  I am sending pictures involved with this complaint. I was not able to do so during the original complaint because I don't I don't have the computer skills needed. I am at the library getting help. I am forwarding pictures of damage and repairs to master bathroom walls where they forced a ladder into the walls.

  Customer Answer

  Date: 09/28/2023

  I am sending pictures involved with this complaint. I was not able to do so during the original complaint because I don't I don't have the computer skills needed. There are pictures of before molding was applied you can see outside areas filled with foam insulation and caulking to prevent bugs from coming inside. 

  Customer Answer

  Date: 09/28/2023

  I am sending pictures involved with this complaint. I was not able to do so during the original complaint because I don't I don't have the computer skills needed. Also pictures of the screen room where a tear in the screen is shown. 

  

  Business Response

  Date: 09/29/2023

  Ok I do not see the pictures attached to this reply, but I see there are three other replies. 

  I have mailed your refund check. 

  

  Business Response

  Date: 09/29/2023

  No pictures attached to this reply either.

  If it is easier, you can text them to your Project Manager.

  Thank you.

  

  Business Response

  Date: 09/29/2023

  No pictures attached to this reply either.

  

  Business Response

  Date: 09/29/2023

  No pictures attached to this reply either.

  

  Business Response

  Date: 09/29/2023

  No pictures attached to this reply either.

   

• Initial Complaint

  Date:08/20/2023

  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.

  We contracted Wrights Impact Window and Door for impact windows and doors for our entire house and patio. All windows except for the patio were to be Sentinal windows. We instead received a Sparta rainglass window, in one bedroom, which has lower wind rating than Sentinal. At our insistance they then gave promise to replace the Sparta Window with a Sentinal window. There are also missing header covers for two patio windows.I have emailed to Wrights on 4/8, 5/22 and 6/26 requesting status Sentinal window replacement. I have received no response from them since the April 5. I informed them that if they chose not to communicate with me that I would have to choice to file this complaint.

  

  Business Response

  Date: 09/11/2023

  The window has been replaced and the s**** covers have been installed. 

  If there are any further issues, please contact your Project Manager we'll be happy to address anything that *** remain outstanding.

   

• Initial Complaint

  Date:08/08/2023

  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.

  ****** Light ************************************************************************************************************** August 8, 2023 To: BBB Southeast ** From the time that first met with Wrights Windows and Doors in August of 2021, to the time we signed a contract for ES Hurricane windows in September 2021, we have been continually lied to and treated horribly by this company. I was told when we signed by the sales rep to expect to be installed by the end of December 2021. I made a 50% deposit of over $26k total invoice, signed all the proper paperwork for permit submissions, but after calling a number of times, and getting no response from Wrights, I contacted the *** they showed me we had approval to move forward. Apparently Wrights took my money and never ordered the windows. Then, I call **************************************, I learned that the permit application was not even submitted and approved until 8 weeks after they received everything from me. The windows were not ordered for another lag in time, and finally ordered after the permit was approved, in late Nov 2021. At this point, Wrights has had our 50% deposit for over 60 days. Then I was told they would now, of course, not be able to be installed in December 2021, due to Holidays and closure of the factory which is in the *******************. Add now, another five months, this is now April 2022. Keep in mind again, five months with no communication. I call Wrights again, (they never call you) and find out our windows are supposed to be on the ship coming into the port in *****. I call again and they say we are scheduled for install April 27 2022. We ask for a preconstruction meeting with our project manager. He comes out and we explain and discuss in detail we have just finished a complete remodel and due to their lies, missed due dates etc., we had to finish the rest of construction and move into our home. We talk with our project manager and he agrees to put paper down on our all new floors and cover furniture, lighting, etc., and build a dust wall he said ok no problem. Keep in mind he is at our home and can see the complete renovation along with brand new furnishings, window treatments etc. On April 27, 2022, ***(12) men*** show up and want to take all windows and doors down at one time and only have one flimsy pole for a dust wall and dime store plastic this as saran wrap. At this time once they open the truck, we find out that three of our main windows were changed by Wrights, after we submitted plans and received *** approval. All they would say is this is how we do it. We remove and work on all windows and doors at once. We said NO WAY this was not the agreement with the project manager. So the ************ got mad, threw the windows back in there truck and drive off. May 2022, part of our windows and doors with installed and we now come to find out that our kitchen window is now missing. The three sliders have grease coming out all over the tracks from the wheels and no handles for the outside of the sliding doors. The subcontractor said well, Service will have to look at the sliding doors. More endless calls initiated by us emails, text messages including finally reaching out to one of the owners /President, to find out when we will have the correct windows and the missing kitchen window so we can move forward and complete this project. End of June 2022, new windows were ordered. I find out our 2nd project manager is no longer with Wrights. Now we have a new PM. FINALLY September 14, 2022 and the rest of the windows are installed. We have concrete all over our pavers and they tried to clean it off. Still to this day the pavers are stained with concrete. We have to fill him in with what is going on with our hurricane impact windows and doors. The missing kitchen window that was reordered doesnt match the rest of the windows. No new wheels More endless calls and emails and **** who is over all the subcontractors tells us this is the way the sliding doors are. We know full well this is not true, and we should not have to avoid grease in and on the wheel track every time you go in and out of the doors. Then after our continued insistence, Wrights decides to order new wheels, as they state another lie, they may have been over greased. At this point they say it is ok to pass inspection, they are ordering new wheels. (Thank goodness we held back some of the final payment.) November 2, 2022, new wheels are here and they found our original kitchen window, which has been missing since April 2022. Well they ordered the wrong wheels for the sliders not only once, but a second time and the new wheels are working. Now we are in March 2023 and have been through two more project managers and a new services guy comes out and accuses us of greasing the new set of wheels. We could not believe it. JULY 2023, Wrights decides for the third time to replace the stainless steel wheels. This time with nylon composite wheels. They ordered and installed them on July 27, 2023. After the work , now Opening #4 kitchen slider static panel now rattles violently when shut the slider. They didnt even test the doors? We have been trying to get and done right for almost 2 years? I contacted them via phone and email, and no response. Then comes the threats from AP/***** in writing. They are now threating to lien our home if we do not pay up. This will now be turned over to warranty after we pay. They first offered us $500.00 off for our inconvenience, then they raised it to $750.00. We held back $5,340.00 to make sure they did the work. Really? Even At our rate of pay, they owe us money after the almost 50 hours of our work lost and our time we have spent trying to get this company to perform. They are now threating to lien our home if we do not pay up. They now state that this issue will now be turned over to warranty after we pay. We didnt order or agree to purchase defective products or crappy workmanship. I begrudgingly paid them $4K-taking out their offered $750 and holding back the final $590.00 until we see if this last slider is fixed. My bet is that they wont show up for months, if at all.Another thing you need to ask Wrights, and be aware of .they say their installers are employees and this is FALSE. They have all subcontracts that dont care about the client. Beware of this Company, BEWARE!!!Wrights has done nothing but lie throughout this 23 month period of nightmare widow installation. The complete lack of communication and gross over estimation is totally unacceptable. It doesnt matter how much work you miss, how many times you are stood up, your loss of pay, or inconvenience, they dont care about you the customer ..

  

  Business Response

  Date: 08/28/2023

  The complaint is full of assumptions and not fully accurate. My reply will focus on the resolution to the outstanding item. Sliding glass door wheels, which we do not manufacture. We have addressed/changed the wheels/tracks on multiple occasions, finally installing nylon wheels rather than the metal wheels. We've installed thousands of sliding glass doors and have not had this issue. Recently we offered to schedule a service with the manufacturer, but stated we required final payment. This project passed final inspection on 12/20/22 and we still have a balance due because the customer refuses to make payment per the terms of the contract. 

  The project was contracted at a very difficult time in our world and in our industry of custom-made products. The customer repeatedly stated she understood as she was dealing with similar supply chain issues in her line of work. Yes, the project took longer than expected. We did replace the three "main windows" to 1/4,1/2,1/4 rather than the 1/3,1/3,1/3 which were delivered. We did replace the kitchen window, but it came with a different locking mechanism, which was also rectified. 

  Bottom line is the customer felt intitled to a large discount in addition to the large discount they received at the time of purchase. Our focus has been on project completion. Wrights will always honor our contractual obligations. The customers refusal to make payment per the terms of our contract did lead to aggressive collection efforts including a contractors right to lien. This was not a threat, but a contractors only pathway to protect their investment in the project payment that was being held hostage for a discount even after a discount was offered.

   

   

  Customer Answer

  Date: 09/05/2023

  First of all,  the lady writing the review didnt even work for Wrights when we signed a contract with them.  For her to say, they do not manufacture the wheels, is not my problem.  The problem comes from no one doing there job at Wrights.  Also, they go through employees nonstop.  Yes I own a company, however, I have never treated clients they way Wrights treats customers.  Read the other reviews.  I am not the only one saying this. We were told by ****, our FOURTH project manager, these wheels would be resolved whether we passed inspection or not.  Guess what, she never showed up for the inspection.

   Like I said in my previous email, the only reason I went with Wrights, is they said could install in December 2021.  They full on knew they could not, they flat out lied.   Read other reviews.  The company we have used on other projects was very honest and said we cant get to install your windows until May 2022.  I have their estimate and they were the same price with NO big discounts Wrights say they give you.  Which is another bunch of BS.  

  In the end we paid them before I wrote the first complaint.   Because, *****  said this now has to go through warranty and if we didnt pay we would get no help from Wrights.  Thats ***** well, as I have already contacted the manufacturer. She also stated, ES Windows will only deal with the installer and not the customer. Wrong again..  Truthfully, I do not even know if they filed a warranty.  Now that they have been paid, we have not heard a word from them.  Really dont expect to.they dont show half the time anyway.
  

  There really should be a class action lawsuit against this company for all the horrible workmanship their subcontractors do throughout the ****************.  Where is the protection for the customer.?

   

  I can provide photos, paperwork and other estimates if needed.  Everyone should steer clear and beware of Wrights.

  

  Business Response

  Date: 09/11/2023

  There is really not much I can say that hasn't been said. The reply is simply more disparaging remarks because the customer is not happy that we would not provide more of a discount. Their continued refusal to pay their balance (after a discount was offered) is what this is about. Their project is finished and has passed final inspection on 12/20/22. If there are truly service issues, we are happy to address them (offered to bring the manufacturer to the service in addition to our service technicians) once they cure their breach of contract and provide payment. The customer states, "In the end we paid them before I wrote the first complaint" and goes on to state we are liars. The truth is they still have a balance due today. 

• Initial Complaint

  Date:08/08/2023

  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.

  The company Wrights Impact and doors is not honoring original contract and loan contract signed for impact window installation signed on 05/06/2022 for a loan amount of $20,581. The business toke over a year to do installation. After confirmation with wrights that windows had been received and everything was set to go Windows were finally installed 05/24/2023. Then on 06/05/2023 after service already had been completed on home they contacted us to notify that the financing had expired on our loan and we needed to rerun credit for new approval. We were surprised to hear this since work had already been completed and this was not mentioned prior to installation . They were told this was not our fault and they needed to have been on top of this matter prior to installation. Wrights then stated they could not honor the loan agreement for the signed amount and that the new interest rate and monthly payment would be higher since this way out of their control. We are just trying to have them honor our signed agreement and they refuse to stating that expired and they have no control over the interest rate or amounts .

  

  Business Response

  Date: 08/14/2023

  Wrights does not provide any financing directly. The financing deals are processed with third-party providers and our customers have a few choices of companies and programs. The terms and conditions are completely separate and are not incorporated into our contract. We do apologize for any misunderstanding with the financing. Unfortunately, with the interest rates climbing the financing companies have had to adjust their rates.

  We do apologize for the delay in receiving the materials and we truly appreciate your patience. 

• Initial Complaint

  Date:08/04/2023

  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.

  H333735363534353136**H Subject: Complaint Against Wright&#**;s H3230**36353238323235H H33363630**3530323333Hs & Doors Dear H363137**3238313831H, I am writing to file a formal complaint against *******#**;s H3230**36353238323235H H33363630**3530323333Hs & Doors regarding their failure to complete the H353035**3536323035H replacement and door installation project, as per the signed contract dated 12/15/2021. As a single mother, my priority is to protect my son, which is why I decided to replace the H353035**3536323035Hs of my house with hurricane-protected H353035**3536323035Hs. However, with this installation being incomplete, the safety of my son and the energy efficiency of our home are compromised, putting us at risk. I am also concerned about their unprofessional behavior, threats of placing a lien on my property, and attempts to manipulate payment terms. Contract Details: Contract Date: 12/15/2021 Project Cost: $28,850 Payment Method: Financed through Wright&#**;s preferred financial institution Complaint Details: I entered into a contract with *******#**;s H3230**36353238323235H H33363630**3530323333Hs & Doors to replace all the H353035**3536323035Hs and install a glass door at my property. The company proposed a financial method that would cover 100% of the payment, and I would repay the loan by the end of the project, which was stated to be completed within 6 months. However, the company&#**;s performance has been extremely unsatisfactory. After proceeding with measurements and permits, they went silent, and there was no progress or communication for over 18 months until around June 1st, 2023. At that point, a lady from the company informed me that their financial program had expired and asked me to reapply. I declined to use their financial institution again as it was already affecting my credit report from the initial application. In response to my refusal, the lady started screaming and threatened to send my contract to their lawyer. Subsequently, I received a call from *****************************, who presented a new payment agreement that demanded further payment before completing the installation, as per the original contract. The proposed payment structure was 25% to set an installation date, 25% upon H353035**3536323035H delivery, another 25% after installation completion, and the final 25% on the day of the final inspection by the city and fix of final details. I have already paid 50% of the total contract amount, demonstrating my commitment to fulfill my obligations. However, the company has not lived up to their end of the agreement, leaving the installation incomplete and causing significant distress for my son and me. The installation process began with the presence of a project manager for the first day, but after that, there was no supervision or guidance from the project manager. This resulted in an incomplete installation with gaps, leaks, and a broken H353035**3536323035H, making my house neither energy-efficient nor hurricane-safe. Even though the company scheduled July 10 for finishing the installation and conducting the final inspection, they failed to show up as planned. Later, they scheduled the replacement of the broken H353035**3536323035H for August 11 but demanded an additional 25% payment beforehand, threatening to place a lien on my property if I didn&#**;t comply. In response, I reiterated our original agreement that required the company to finish the installation before I could proceed with the next payment. I also reminded them that the final inspection could not take place until the installation was completed without any issues. Nonetheless, on 07/28/23, I received a letter from *****************************, insisting that the installation and inspection were already finished and demanded the remaining 50% payment, threatening a lien on my house otherwise. I have expressed my willingness to pay for the promised work once the installation is completed and the final inspection is carried out as per the agreed terms. I have even stressed the urgency of fixing the gaps and broken H353035**3536323035H to restore the energy efficiency and hurricane safety of my home. However, the company continues to disregard my concerns and persists in making false claims about the completion of the project. I feel deceived and unfairly treated by *******#**;s H3230**36353238323235H H33363630**3530323333Hs & Doors, and I am deeply concerned about the potential threat of a lien on my property. I believe the company&#**;s actions violate ******* laws designed to protect customers against unjust liens and deceptive business practices. ******* Laws to Consider: ******* Statute ****** - Liens for labor on improvements. Florida Statute ******* - Unfair and deceptive trade practices. Florida Statute ******** - False, misleading, or deceptive advertising or sales practices. Resolution Request: I respectfully request the H333735363534353136**H to intervene and help resolve this matter promptly. My primary concern is for the completion of the installation, addressing the existing issues, conducting the final inspection by a licensed inspector from the city, and ensuring that the project adheres to the original contract terms. Once the project is completed to my satisfaction and passes the city&#**;s final inspection, I am ready to fulfill my financial obligations as per the agreement. I trust that the H333735363534353136**H will investigate this complaint and facilitate communication between me and Wright&#**;s H3230**36353238323235H H33363630**3530323333Hs & Doors to reach a fair and reasonable resolution. I would appreciate your guidance and support throughout this process. Thank you for your attention to this matter. I am looking forward to a timely response. Sincerely, ***************************** ****************** *************************************************************** **********

  

  Business Response

  Date: 08/07/2023

  We stand ready to complete this project.

  Originally, the contract was signed utilizing a third-party financing company there were no payments required until the project was complete. The financing company issues a Notice to Proceed and when the customer signs a Certificate of Completion the financing company sends the funds to us. The financing commitment expired, and the customer did not want to reapply. We re-negotiated non financing terms with the customer and proceeded with the project. The customer is not upholding the terms of our re-negotiated agreement and is withholding payment for 50% of the project total ($14,566) which is excessive. We are requesting a scheduled payment in the amount of $7,000, which would leave a balance of $7,566 to be paid after completion of final inspection. Filing a *************** is procedural in order to comply with the ******* lien law and protect our investment in the project/property. The customer has chosen to withhold payment and we must follow the law to protect our investment. 

  One of the windows had a stress crack and we re-ordered the replacement with the manufacturer, and we are scheduled to provide the service on 8/11/23 pending payment. We cannot call for final inspection until the replacement glass is installed. Additionally, any service work (gaps) would be addressed immediately if the customer would make the scheduled progress payment or agree to put the payment in an escrow account. We have agreed to hold the fourth and final payment ($7,566) until after completion of final inspection and completion of post inspection services, but the customer has refused and continues to withhold 50% of the contract price.

   

   

• Initial Complaint

  Date:08/04/2023

  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.

  We signed a contract on November 11, 2022 to replace all windows and doors on our house following Hurricane **** We were told by the salesman, *****, that it would take approximately **** weeks for delivery. After many calls and emails, the delivery was finally made and installation began on July 11, 2023, 8 months after the contract was signed. While installing, I realized one of the windows was incorrect, as was the glass in the front doors. They argues with me over the incorrect window and only when I contacted the home office was the error realized and admitted. They assured me a new window would be sent (not holding my breath as it took 8 months for the rest of the order to come in). Nothing has been said about the incorrect glass in the front doors. We explained that we would be unavailable the following week, as we were going out of town, and we were assured it would not be an issue and that the job would be completed. It is now August 4, 2023, and the job remains unfinished. I have been told by multiple people at the home office that our inspection was done on July 11, which is impossible as the installation was not complete. They were still installing the windows and doors on July 12 and 13. I have yet to receive a copy of the supposed inspection report. When we returned on July 23, the project manager, ******, told us they would be here that week to finish the installation. One of the windows was installed crooked and the trim around the windows was done in a manner that I was embarrassed for them. I told them to stop and that they needed to leave. Another crew came, tore out all of the work that had been done the day before, as well as reinstalled all of the dormer windows. We were told someone would be back on Monday, July 31 to finish the interior trim. It is now Friday, August 4, and we are still waiting. I have called their corporate office to complain and spoke to ***. We have family coming and now we have to pay for a hotel for them.

  

  Business Response

  Date: 08/14/2023

  We are sorry for the delay in receiving your products. The replacement for the incorrect window has been ordered and currently has an ETA to port of 9/7/23. Once arrived we can schedule delivery to our warehouse and schedule for the service.

  We have passed final inspection and the documents have been provided to the homeowner as requested. 

  One of our executive team members and our Senior Installation Manager have been addressing the customers complaints and outstanding items for completion. 

  Again, we are sorry your experience has been difficult and will do our best to rectify all outstanding issues as quickly as possible. We thank you for your business and appreciate your continued patience. 

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20422190
  
  I am rejecting this response because: we are well over a month from the start of installation. This is unacceptable. Yes, we are currently working with the senior installer now to address all of the issues that have come up since the start, but what should have taken a couple of days from start to finish did not happen due to shoddy work. We should not have to watch the installers/workers to ensure they are doing their jobs properly. We should not have to tell them that an installed window was crooked, or that the trim work on the outside of the windows is insufficient due to huge gaps. Coming back 4 weeks after the initial install to "fix" what should have been done correctly in the very beginning, and picking up the garbage left behind by the install team, is unacceptable. We remain steadfast in our position that labor charges should be credited to the account at the time the work is completed and prior to payment being made.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/18/2023

  As previously stated, the replacement items have been re-ordered and have an ETA to port of 9/7/23. Once the products are received, they will be installed without further delay.

  We have had service to this customer's home on 8/9/23 and 8/16/23 to complete any punch list items we could that did not require product (repair, trim and caulk). 

  ******** will absolutely complete our contract obligations to this customer as quickly as possible. 

   

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20422190
  
  I am rejecting this response because: we are still waiting for the job to be finished. It has now been 6 weeks since the start and, while the end is in sight, it has been nothing short of a nightmare. Most recently, the stucco team tripped a breaker, did not tell us, and too it upon themselves to try every breaker in the box. In doing so, something happened to the water heater and water started spraying out of it. Then they told my husband who had to turn the water off to our house and call a plumber to come repair it. Then he had to call someone to figure out why 1/2 our house was without power. No one has still talked to us about the glass in our pool and who is going to pay to have our pool drained, cleaned, and then refilled. They sent us a bill for items delivered in the amount of $35k(ish), after we were told that the customer service manager was holding.our account until we had settled on things. We still feel that we should not pay for the labor, nor should we be responsible for the bill to clean our pool of glass that the installers dropped in there.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/28/2023

  This is my third attempt to address this matter.

  This customer has a balance due of $43,789 nearly 100% of the contract value (they cancelled their financing agreement) and all windows/doors have been installed and passed final inspection. As stated, there is one window that came in wrong and had to be reordered. That replacement is due to port on 9/7/23. Additionally, we have re-ordered the glass for the entry door. Once the items are received the work will be scheduled without delay.

  We had workers and supervision on site last week (week of 8/21/23) to address all warranty service for all noted punch list items. If there is anything further, beyond the window replacement and the entry door glass replacement we will address it that as well. 

  When removing old windows and doors sometimes the glass will break. There was even an existing door that had broken glass when we started the installation. Our Senior Installation Manager walked the project with the homeowner there was no visible sign of glass in the pool, the customer could not identify where the broken glass was and had no photos of broken glass in the pool. I would not agree that draining the pool is necessary. If the glass is not visible than a pool vacuum should suffice. 

  The breaker tripped while workers were there yes, but they were also having work done on their septic at that time. There are no special electrical requirements to run our equipment. A simple three prong extension cord. A tripped breaker would not cause the water heater to leak. Perhaps it was just an unfortunate chain of events. 

  Our obligation is to complete our contract requirements. We will do that. The customer has an obligation to pay. We will not credit the labor charges as they have requested. 

   

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20422190
  
  I am rejecting this response because: there are multiple untruths in their response. We were told someone would be here for a couple of hours on Friday to address the punch list items, but they were a no-show. I did walk with the senior installation manager and provided him a walk-through of everything to include the pool and the areas of the siding that are still not fixed/replaced. He told me to get extra pieces from our siding contractor who will be working on an area of the house unrelated to the windows/doors, and they would fix those areas. I don't have much faith in their ability to fix it. I provided the a full bag of glass to the project manager, who was appalled and said that he was going to bring that to the senior install manager and put it on his desk. There are still pieces of glass in our yard and in our lanai area. While we understand that glass breaks, there was NO reason for the installer to purposely TIP the broken door to where the glass would fall out of the plastic we had put on the door to contain said glass, nor did they have to THROW windows from the roof to the ground CAUSING the windows to break. I do have pictures of everything, and have provided most of them to the customer service manager via email. With respect to the pool, we have vacuumed the pool multiple times, but there are shards of glass that it is not picking up. We have spoken to a pool company that stated the only way to get those would be to drain the pool. At no time was our septic being worked on. We have not had a septic company out here since we bought the property in 2021, so that is an outright lie. 

  We are refusing to pay for the labor - again, we are now on Week 7 since the start of the install and it is not complete. If they would like additional proof of anything, I am more than happy to provide it. And if this does not get resolved, we are more than happy to enter arbitration. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/06/2023

  This customer is working/communicating with one of our executive team members. I assure you that we will complete our contract obligations to this customer and come to a fair resolution.

   

  Customer Answer

  Date: 09/07/2023

  We have been going back/forth with the company since prior to the first day of installation on 11 July 2023. They send someone over to our house to take care of 1 or 2 items, with the intent of coming back multiple times. This is getting ridiculous. I have sent multiple pictures of the installed windows, and they send someone to take a look, who then tells us there's not much they can do. That person leaves, we hear nothing, I call the company, they "make some calls," tell me someone is coming out, and we go through the entire cycle again. How many times do we have to do this before we can say we are done with this? I have never had a company be this incapable of delivering the product and making timely adjustments. At what point can we say, we are done?

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20422190
  
  I am rejecting this response because: we are still trying to get the issues fixed. Someone came out to our house today, 07 September 2023, fixed 2 items, and said that he would have to come back to do more. The company knows what is wrong, as I have sent multiple pictures - added to the complaint today - and it feels as though we are being dragged along until we finally say "we're done," and we just go away. All we are asking for is for them to complete the job, refund the cost of labor, and call it a day. We understand the errors in ordering two items - it happens. This has nothing to do with those items and everything to do with the current install job that is shoddy. We appreciate the company's willingness to "TRY" and make it right, but sometimes a company has to cut its losses and declare that they are incapable of doing so.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/29/2023

  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.

  After waiting 9 months for for the installation of our sliding glass doors to occur (we were told it would be 1-2 months),there is a major issue,,,(,which rather than trying to remedy the situation they are are threatening to put a lien on our house, Monday Aug 1st,),. The installation commenced July 13th.2023.. Upon installation we noticed there was a 3" threshold " We explained that was not acceptable" We are senior citizens and climbing over a 3"threshold to exit the door is not doable, and a total liability. Some of our relatives and friends some are using walkers and scooters. Everyone including myself, workers and spouse are tripping over the threshold in an attempt to get outside.. We were told by the project manager that after the inspection we could have it removed but I would have to sign off that the warranty on the entire project ,(costing $30,447) would be NULL AND VOID.Rather addressing the situation they are demanding final payment of $11,024..which according to their contract is due after the final inspection. NO FINAL INSPECTION WAS EVER PRESENTED TO US....They claim there was virtual inspection...highly unlikely ,since we were out of the country for 8 days..and there was no access to our home. We had also requested a live inspection, not a virtual..inspection....THAT NEVER OCCURRED...This company is a nightmare to work with,,,we should have known after reading the bad reviews and talking to some close friends...How can they put a lien on our home, ***** days after installation, when they is no resolution to our situation and NO INSPECTION,,,(,A violation of their own contract....? )

  

  Business Response

  Date: 08/01/2023

  This customer received what was ordered but does not like that the sliding glass door has a sill riser. The sill riser is an integral part of the door which provides protection from both wind and rain. The sill riser is required to meet the product approval requirements as stated in the products Notice of Acceptance ****** Sill risers are different heights based on the product selected and vary by both product and manufacturer. We will not remove the sill riser. It is required to meet the codes and we are obligated to follow the codes. We have addressed this with the customer. 

  The project has passed final inspection and the inspection results have been provided to the customer. Additionally, the inspection results are available on their municipalities website. 

  Per the terms of our contract final payment is due upon passage of final inspection. The final inspection passed on 7/17/23 to date the customer has refused to sign the Certificate of Completion or make final payment. 

   

  Customer Answer

  Date: 08/02/2023

  The response from the seller is not satisfactory and obviously missing the point . 1.-The presence of a 3" threshold was never discussed prior to signing of the contract .It does not appear in any of the drawings in the contract .If we were informed of this elevated sill ,we could have options of choosing another product or engage another company that can provide a low threshold sill --or we will not replace the existing doors  as we have shutters .The first time we learned about this threshold was during the first day of installation.We made our complaint clear to the project manager .The basic issue for us is the unnecessary RISK of falls .2.-we requested for an in-person inspection instead of virtual inspection because we want to discuss this with the inspector at the site .Obviously, this was not provided .While we were out of the country from July ***** , we were notified that a final inspection was done and passed on July 26 and final payment was due immediately .We were asking for the pictures of the project that was apparently performed on July 24 or 26 .None were provided.We want to see the pictures that included the ***** .We wonder how the inspection was performed on those dates when nobody  was home .We are NOT refusing to meet our financial obligation . We just want a solution for the dangerous elevated threshold ***** . They never provided us with any proof there was an inspection. They claim the inspection was done on July 17th...remotely...WHY WAS NOTHING PROVIDED TO US...We have never worked with a company that expected us to do all the research and personally go to the Building department...to try and get information..On several different occasions we were told it would be a live in-house inspection. WHY WERE THEY REFUSING TO DO THAT, when we requested it several times,,? According to the building department records the final was done 7/26/2023..

  I highly suggest that if anyone is going to use this company they do their research and read the consumer complaints..

  They have the ability to modify the threshold...but will not....They have offered us no solution...OTHER THAN MEET WITH THE SALESMAN AND ORDER NEW DOORS....at our expense,( these were $34,000)

  The very least the salesman should have done was show us a sample of the 3" threshold, (being we are elderly people) and explain that there were other products or options...so we wouldn't be in this situation....

   

  

  Business Response

  Date: 08/07/2023

  The sill riser is part of the design of the sliding glass door and offers both wind and water resistance. It is required per the *** to meet the standards/codes for impact products. We cannot remove the sill riser as it would violate the code. That is simply not an option.

  As I advised and was confirmed when you spoke to the private inspector as well as your municipality, your project has passed final inspection for which we have sent the only evidence we have access to. I don't know what you are looking to be provided beyond what we have provided. It is all public record and can be viewed on your municipality's website. If you would like to discuss it further, you should contact your local building official. We are just following the guidelines of your municipality. 

  I do not know what pictures you are asking for. We do not have pictures. The inspection was done virtually by a third-party private inspection company (you spoke to them) authorized by your municipality. We are not refusing to do a live-in house inspection, we have explained, we do not have control over the municipality. It is simply not up to us. 

  I have personally spoken to this customer and her husband as have others from our staff. We are working to offer some solution to at least mitigate the issue best we can. 

  I am genuinely sorry the customer does not like the product, but ********************** sliding glass doors have a sill riser, and this product was installed per the manufacturer's instructions per the *** and according to code. 

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20393941
  
  I am rejecting this response because: Wrights has refuse to do anything to address our concerns;

   1-We were never presented options when ordering the doors...AND NEVER INFORMED ABOUT THE 3" THRESHOLD.  They claim there are no other options available with this product... NOT TRUE...there was another option. (See attached drawing from their **** pg 22.) We have spoken to the manufacturer as well and tried to order the lower threshold that is available with this product. We were told only our dealer can place the order. Due to their error of omission we are left with this  hazardous situation.Their solution:  order new doors from them ( as per the owners suggestion ) WHY WEREN'T THE OTHER PRODUCTS PRESENTED TO US WHEN THE ***** WAS PLACED? The project manager told us he would remove the threshold after inspection...Now they deny that...They said they will not touch the threshold..

    2-Wrights will not give us a warranty, or a release of  subcontractors lien, unless we sign their "CC"(certificate of completion) stating there are "NO ISSUES".They are not willing to alter the "CC"

    3-They are in violation of the ******* Statute , Construction Lien Law , section 713.001-713.37.by refusing to give us a release and proof stating all their subcontractors, laborers, materialmen and suppliers have been paid. This is standard and is done prior to final payment. See attachment.

   4-It would be nice if they pick up the screen doors that were left in our garage...(which we did not order,but probably paid for ,as they stated it comes with the product) We have no problem making the final payment when our issues are resolved..

  5-They continuously threaten us with putting a lien on our home, but refuse to help us in way...

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

  

  Business Response

  Date: 08/18/2023

  We continue to address this customer's concerns. There are three size options for the sill riser for this product. 2 5/8" which does not meet water infiltration code requirements for the location of their home. 3" which would meet code. 3 5/8" which is what we provided. We always take the most preventive approach that would provide maximum protection. This customer has requested, and we have agreed to change the 3 5/8" sill riser to 3" lowering the sill by 5/8" (insignificant with regard to the original complaint that the sill riser was a hazard). We have ordered the material and will schedule the change once the product is received.

  I'll repeat it for purposes of a complete reply. We will not remove the sill riser. It is a violation of the code. 

  This customer has a full warranty on all products with the exception of the sill riser if they choose to remove it after the project is complete. They have offered to sign a waiver releasing ******** from liability in the event of product failure as a result of the missing sill riser. This should no longer be an issue.

  This customer has provided payment and has received the contractor's release they requested. There was no violation. Make the payment and receive the release or exchange the release for the payment, but in no way would we provide a release without payment. 

  I hope this addresses the customers outstanding concerns and will bring a conclusion to this matter.

   

   

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20393941
  
  I am rejecting this response because:

  ONCE AGAIN THERE MISLEADING FACTS AND UNTRUE STATEMENTS

  1-the statement that only a three and 5/8 sill riser meets code is the direct opposite of the what we were told when we went to the code enforcement office. The 2 5/8 in. riser is within code...According to the manufacturer (whom I spoke to), there are 3 different size ***** available for their products...ALL MEET CODE.. This was also confirmed by an engineer. When I discussed this ***********************, I was told the manufacturer just said that "to appease me"

  2-Your offer of removing the sill and replacing it with a sill that is 5/8 of an inch shorter makes no sense..DOESN'T SOLVE OUR SAFETY ISSUES...Again we are elderly, our friends and relatives are in wheelchairs, scooters etc.

  3-Your warranty states any alteration made to the sill will VOID THE WARRANTY...It will be NULL and VOID...You address the fact that we are willing to sign a waiver....Releasing Wrights from liability from PRODUCT FAILURE in the case of removal of the sill. We agreed to sign a waiver releasing "Wrights from liability caused by  water damage". Full Warranty must be inforce ... with exception of issues caused by water damage  . Haven't received any waiver...

  ALL OF THIS COULD HAVE BEEN AVOIDED IF  WE WERE NEVER INFORMED ABOUT A "3 5/8" SILL. OBVIOUSLY WE WOULD NOT HAVE PURCHASED THIS PRODUCT..WE WERE NEVER GIVEN OTHER OPTIONS.!!!! We have visited many homes that have very recently purchased impact doors...They have 1- 1/2 in. *****...They all passed inspections...with live inspectors....Not what  Wrights is claiming is an inspection...VERY SHADY,...Supposedly we had a virtual inspection...There were no photos, no visits, no proof..we weren't even home..Stickers were removed from the doors prior to inspection ( which is a code violation)

  Hopefully Wrights changes their way of doing business so they don't have another 95 complaints....!!!

  
  
  Sincerely,
  
  ***** San *****

• Initial Complaint

  Date:07/26/2023

  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.

  We purchased 7/22/22 windows for our entire home from ********, and the experience from start to finish was the worst experience we've encountered in our collective 60 years' of hiring housing contractors. From signing to final inspections, the entire process took 1 full year even though - at the time of signing - we were repeatedly told it would only be 4 months!There were unnecessary delays unrelated to product availability. The crew who installed the windows did a sloppy job, including over-caulking and laying down a track for our sliding doors on top of debris. This mistake made the track lumpy, and it never would have passed inspections. The company took 3 months to replace the track properly and never admitted the mistake their installation crew made. It took another two months to get the inspection done and the permit closed due to ******** poor management and mistakes with their record keeping. Atop the mistakes, delays, and overall rude and unprofessional treatment from nearly every representative we had the displeasure of speaking with, the most egregious behavior is that of our absentee Project Manager, ***************************. ***** made an appointment with us - a week in advance - to personally notarize a necessary document for inspections. On the morning of our appointment, he sent an employee in his place to take a picture of our photo ID so that he could take it back to ***** to notarize - without our presence. This is illegal (as noted in Florida Statutes Section 117.107(9), and we refused to sign. When we emailed ***** and other representatives about this attempted illegal act, they apologized profusely and offered to reimburse us so we could get the document notarized at a *** Store. Of the numerous representatives we spoke with at this company, only one was courteous and professional. All other representatives spoke over us, did not listen, and made excuses, rather than resolutions for all delays and errors. They refunded us $650 as a remedy.

  

  Business Response

  Date: 08/07/2023

  The project did pass final inspection on July 19, 2023. There are no open services, and the customer has paid in full (less the discount provided). There are currently no outstanding items on this project. 

  We do apologize for the delay in completing this project and for the errors surrounding the notary. We truly appreciate your patience. 

  Thank you. 

   

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20378821
  
  I am rejecting this response because: this organization illegally notarized my partner's signature on the original contract. They also tried to illegally notarize my signature prior to inspection. This company should not be allowed to practice business in such a fashion while claiming to be in good standing with the BBB. The minuscule discount they offered does not come close to covering for the inconvenience, mistreatment, and lies perpetrated upon us during this year-long escapade, which was promised to be completed within 4 months of signing.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/08/2023

  Our contracts do not require a notarized signature. 

  The company does not offer notary services, individuals provide notary services.

  In this instance the individual notary was trying to help you, we agreed with you that his offer was not correct, and both paid you for the notary fee and made financial concession for your time. 

   

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20378821
  
  I am rejecting this response because I am attaching proof that *************************** is a Notary who claims he notarized a necessary document to *begin* ordering our product. Notice of Commencement is attached. Notary, and absentee Project Manager, *************************** notarized this document *without* the presence of the signee, ***********************. This is illegal. 

  At the beginning of the job, Wrights Window by order an Inspector from the East Coast of ******* to inspect our completed job on the West Coast of *******. This error, which they never owned up to, caused further unnecessary delays, because the **************** needed to be contacted to inspect their job. To that end, Wrights Window asked us to meet ***************************, Notary and absentee Project Manager, at our home a 9a.m Friday, July 14th, 2023 to notarize a document necessary to correct their error of ordering the wrong Inspector.

  Instead of *************************** showing up - as originally scheduled - an employee (who is not a Notary) showed up asking for my signature and a copy of my driver's license so he could take it back to the office for ***** to notarize. This is the second time in one job that ***** was prepared to illegally notarize a signature. Again, as stated in my original complaint, I (***************************) did not sign the document, and emailed the representatives asking for a *legal* remedy to *their* error.

  Helping is not at all what Wrights did. 

  As for the discount, it's an insult and further representation that the practices of this company are far beneath any earned or paid accreditation, especially from the BBB.

  We are asking for a formal admission, formal apology, or at the least a far more significant discount.

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

• Initial Complaint

  Date:07/20/2023

  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.

  The installer for the company drove a s**** thought a water pipe He spoke no English allowing precious time to go by before I could turn the main water off. I incurred cost of ******* dollars for the restoration of wood floors and ****** for a ******. The **** floors have damage. I was only asking for Wrights windows to pay half. They refused and threatened to put a lean on my house. The are bullies and now deserve to pay all ********

  

  Business Response

  Date: 08/01/2023

  This is a very unfortunate incident. There was a concealed water line incased in cement below the bottom of the window (photo attached). During the installation of the window a s**** punctured the water line. Often times in retrofit construction there are concealed (hidden) conditions that affect the project but are unrelated. 

  We are sympathetic towards the customer and the situation, but there was no way to know there was a waterline encased in the cement below the bottom of the window.