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

  
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  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:11/28/2022

  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.

  ** signed a contract for 3 hurricane doors and hurricane side panel in February 3,2021.Since that time they have installed 2 doors and 1 side panel, but refuse to complete the project. I have had an open permit since June 2021. Repeated call have produced no reasonable response. They continue to promise install by a certain date, but never show. This has now happened 4 times. The final date was last week of October 2022. I want the permit closed and ************** cancelled. I purchased the doors to protect me from Hurricanes obviously I expected them to be installed before Hurricane *** since it was over 21 months since I made my deposit.

  

  Business Response

  Date: 12/19/2022

  The garage door (#5) was installed on 12/5/22. 

  We are working to schedule final inspection to close out this project.

  Thank you for your patience.

   

• Initial Complaint

  Date:11/18/2022

  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.

  This company started out as a problem and got progressively worse. We ordered hurricane windows and sliders for 2 different apartments in the same complex, the one I am writing about (Apt 1) for $8472.56 and one (Apt 2) for $19, ******. From the beginning the problems started with delivery. The original delivery date was set for 5/11/2021 and then just kept getting pushed off month after month until we were finally scheduled and installed in November of 2021. Now in Apt 1 which my 86 year old mother in law lives in was, we had installed a bank of three windows and a sliding glass door. After the installation we were informed that the wrong windows were installed, they were a lower end model. We were very upset because now they would need to order new ones with no idea how long it would take to get them and then it would disrupt my mother in laws life, again. Well one of the main bosses, *******************************, showed up and said although they were a lesser model they would just meet the required specs so if we would accept them they would give them to us at no charge. We thought about it and seemed like a win win, we save about $4200 and they don't have to eat these, take out these windows and install new ones. So then, after having to now resubmit new permits to match these windows, we finally finished up. They then reached out to us a few months later and said we owed them a little more then $2000. We nicely got on the phone and tried to reach the owner who never called us back, and a breakdown of the bill which we also never got to see what we paid for and what was credited. We received neither ever. We went a round a couple of more times trying to speak to somebody in charge and nobody ever got back. And now about six months later they are trying again because they said they only gave a credit of $2000 when there multiple witnesses to ****** telling us that the window were free. We have ongoing issues some corrected others not but they need to keep there word.

  

  Business Response

  Date: 11/21/2022

  All work has been completed on both units and passed municipal inspection in July.

  This issue has to do with 3 windows. They were ordered as CGI Sparta series and the customer was under the impression it would be CGI Sentinel series. The contract does not specify manufacturer or series. 

  We have offered to change the 3 windows from Sparta to Sentinel. 

  We have offered a $2,000 credit for them to keep the Sparta. The contract was discounted at time of purchase, and they were charged $3,571 for the three windows. 

  We await the customers decision. 

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18437342
  
  I am rejecting this response because:

  They are admitting they never gave any invoice or details as they say we were under "the impression" we ordered a certain window. We would not have known except that the specs that were submitted were a lesser spec so they had to resubmit in order to get the  pass from the city. We were told that the three windows were going to be at no charge if we agreed to accept the lower spec'd incorrect windows that were installed. Second of all the lies continue because if they claimed we owed the balance $4236  with a credit of $2000 how could we owe $3751. That was no deal as we got a lesser window, so of course we got a discount. We have witnesses that will testify in court that we were told the balance will be covered if we except these windows. They make up stuff as they go along without any back up and we were foolish enough to just pay them. We paid almost $20,000 without any invoice details on our apartment and $4236 for the other, no details what so ever.

  They need to stop lying and stand by the word of there representative *******************************, otherwise I guess we will see you in court.

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

  

  Business Response

  Date: 11/23/2022

  I cannot comment any further as we have turned this matter over to our attorney. 

• Initial Complaint

  Date:11/17/2022

  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.

  Transaction Date: **************************: $3,198.30 Committed to provide us a Front Door with in 4 months.Our door has still not be installed and its going on a year now.The kept giving us empty promises and still has not completed their duty.My Husband and I ordered our Front Door Dec. 4, 2021 Last Year and we still have not received our Door...As for my Complaint - I Want my door NOW, they have slow turn around and they keep promising they will take care of it and always gives you false dates and still nothing happens. They do not keep you updated you have to call them to find out what's going on. Customer shouldn't have to call to find out were there product is and be told lies.Not only did they promise when I ordered my door it would be about 4 months, and I was told the door was made in *******. (They even advertise they "choose only the highest quality manufacturers, Most of which are produced in *******"). But then when the door didn't come in they told us it was on a Shipping Container. Please tell me how is my door made in ******* but on a Shipping Container not a Truck? When the door finally came in, it was wrong the glass was not frosted only my side lights were. So they said they will fix it and install it well that's was in Sept. Still Waiting. If those 5 start Review are so Correct then why hasn't my door been taken care of right away?So ******** Impact ************************************************* LLC - WHEN ARE YOU GOING TO INSTALL MY DOOR?Would be nice to have it before the HOLIDAYS.. and I don't mean New Years.So Far we Received EMPTY ********************

  

  Business Response

  Date: 12/19/2022

  At the customers request we have cancelled this order as of 11/29/22

• Initial Complaint

  Date:11/17/2022

  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.

  I signed a contract With ******** Impact Windows and Doors in March 2022 for new hurricane windows. I made a sizable deposit of $21,000. I was told by the salesman ********************* that they would likely be ready in July 2022. They werent.I communicated in August 2022 with a person named *****************************, who was supposed to be my project manager, or equivalent, and she informed me that the windows had not been delivered from the factory. I enquired again of ***************************** in September and was informed that the windows would be delivered to ******** Impact et al on September 20, 2022. I didnt hear from her that that date was not accurate.In October, I again enquired of ***************************** about the windows and she informed me that the windows were now due to be delivered on October 31. In November, I again emailed ***************************** and ********************* about the windows. I received no response from either of them.Unfortunately, my house in ******** was severely y damaged by Hurricane *** and I have been fully engaged in having it repaired. I was hoping that the windows can be installed while the house was being repaired. However, I finally called ******** office on November 16 and contacted customer service. I explained the situation and my extreme dissatisfaction with Wrights. She informed me that ***************************** was no longer with your company (and I assume ********************* is gone too). The woman said she would elevate my situation and that I would receive a phone call from someone named *****. Of course, I have not as yet, and, on November 17, I again called ***************************** *********, the Company president according to filings with the ********* of ******* Office.(at 9:18 am) and asked to speak to him. The receptionist said he werent available and took my name and number again stating that someone would call me. Yet, as of now, again, no one has.I find it appalling that when ***************************** (and perhaps *********************) left that I did not receive a notice that she was gone and that someone else was to be my project manager. It is also unprofessional that her email (and ******?) was not deleted so that I would receive an undeliverable message. Or if not deleted someone was monitoring it to provide customer service. This is what well managed companies do. It is likewise appalling that I havent received a call back from ******** yet, after a day and half business days. Clearly, customer service is not a core value At this point, I just want to cancel the order and have my deposit refunded. Clearly neither ******** nor its window manufacturers and suppliers are companies that can be relied upon and can perform their contractual obligations.Very truly yours,********************* ********************************************************************************** 302 229 ****

  

  Business Response

  Date: 12/19/2022

  We have escalated our inquiries to leadership at this company. The current ETA for this order is 12/19/22. 

  This manufacturer has been very difficult to get reliable answers from. The date has moved multiple times. We provide the best information we are given, but often times in this environment of custom made products experiencing supply chain delays it does change. 

  We are very sorry for the delays and the staffing changes. 

  We appreciate your patience during these very difficult times in our industry. 

   

• Initial Complaint

  Date:11/15/2022

  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.

  I contracted Wrights windows and door on October 23, 2020 to install impact sliding glass doors in the master bedroom and the living room. As previously noted there were numerous problems with the install that resulted in water intrusion under both tracks. Over the 2 year period there have been many appointments to send someone out to correct the problem only to have nobody show up. When a crew has been sent out they either come with the wrong parts or do damage to the sliding glass doors and tracks and make things worse than they were. The installation manager was sent to my home and noted all the problems with the doors and promised he would personally be present to make sure everything is done right only to have him no show for the appointment scheduled for October 24th 2022. I have reached out to Wrights through email and phone calls to try and get the job completed to no avail. They have failed to comply with the contract to have the sliding glass doors successfully installed and they don't seem to care. We have had 2 hurricanes in the past few months and the doors are unsafe. They are not attached to the frame and will not open without scraping on the tracks. The ****** need to be replaced as well as the rollers on the bottom of the doors and the bottom trim piece installed so the doors can open the way they are designed to open. The two fixed panels need to be screwed to the frame so they are attached in the correct position. They did replace the entire frame since one of the service techs bent the track with a crowbar and did damage to it. However, after the install of the track there was water intrusion coming from underneath. They took very high quality sliding glass doors but have made a mess of it as a result of the poor quality installation and servicing of the product. My desire is to have Wrights doors and windows complete the job they started 2 years ago with quality workmanship.

  

  Business Response

  Date: 12/19/2022

  There was a service completed on 12/2/22 to partially complete the punch list. There are parts needed to complete all services that have been ordered with our manufacturer. Once they are in we will call the customer to schedule completion. 

  Customer Answer

  Date: 12/20/2022

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

• Initial Complaint

  Date:11/11/2022

  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.

  January 17, 2022, deposit placed for $6,460. I was verbally told by ********************* (sales Representative) that it would take three months for delivery. April 29, 2022, received an email from ******************* of order confirmation and estimate delivery of August 15, 2022. May 24, 2022, received an email from ******************* (project manager) ETA August 8*****.October 26, 2022, received an email from *********************** "your materials have shipped from the manufacturer on October 10th. We are awaiting their arrival and should be here in a couple of business days".November 3 *****, received email from *********************** that "your materials are set to arrive at the warehouse on November 7*****"November 8, 2022, received email from *********************** that she left a voicemail and email. I received neither! She said that they are waiting on the warehouse team to give confirmation that the materials are checked in.As of November 11, 2022, I have no update and the sales representative (*********************) texted that this has gone on way to long and is having the president call.

  

  Business Response

  Date: 12/19/2022

  I am genuinely very sorry for these delays. We have been experiencing major delays from this manufacturer as with most vinyl window manufacturers. 

  We have gotten a commitment from the manufacturer's leadership of a 1/3/23 ETA. Given their track record, it's hard to promise, but the commitment was from leadership.

  I will continue to follow this and as soon as we receive the products we will schedule installtion.

  Again, I am very sorry for the extended delay.

   

• Initial Complaint

  Date:11/08/2022

  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.

  Ordered windows and front door from Wrights Impact ****************************** Signed a contract and paid a 50% deposit on November 24,2021. On December 20th was informed that that the door i ordered is not manufactured although it was clearly shown in catalogue. We resolved the issue with another door. At the time the door was resolved it was discovered that one of the window was not listed on the contract and when the contract was changed the window was added. I was give a June installation date. Then i was given a July installation date, then i was given an August date. On the appointed day a crew arrived and unloaded a truck of windows and no door, 3 of the 5 windows did not fit the openings although it was measured by ******** employees twice. and 1 window was not there at all. Was told that one of the side lights for the door was damaged and it was in the process of being re manufactured and that was the reason the door was not there.. On further investigation by the installer it was discovered that the door that was not there was ordered incorrectly and would have to be reordered. I was then given an October date for the installation. One week before the date date i called to verify the installation and was told they were running behind and it would probably the first of November. Now can't get anyone to answer calls or return messages.

• Initial Complaint

  Date:11/04/2022

  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.

  We hired ****** Window to do replacement windows and install 3 sliding doors at our property. We were promised an install by June. We paid our deposit the same day we received our contract and signed it on 3/17/22. Our sales person **** said 3-4 months at the most. It is now November and we STILL dont have an install date. This company never answers calls, rarely responds to emails and continues to push back the delivery date of windows. Im building an addition on my home and ordered the SAME windows from the manufacturer they used and was given 8 week timeline to get my windows. We are on 8 MONTHS with this company. Im tired of asking for answers

  

  Business Response

  Date: 11/21/2022

  We have begun the installation for the majority of this project.

  There are three manufacturers for this order. One (30 openings) we have installed. We are still waiting on 3 doors and 3 picture windows from two other manufacturers. As soon as the material is received, we can complete this installation.

  We would like to extend our appreciation for this customers patience. 

• Initial Complaint

  Date:10/29/2022

  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.

  Hired Wrightss to replace existing impact sliders in April of 2022. Installation occurred on October 24th 2022. The windows were not installed correctly, leaving an almost 2 inch gap of exposed concrete inside of the home, on the perimeter of the sliding glass door. The job passed inspection on the same day through a new virtual inspection process that is being launched on Palm Beach County. However, the inspection video was only of exterior, and not revealing the video of exposed *** inside of the home. I contacted my project manager to express my concerns, and he met with me and the installation team 2 days later when they were due to caulk the outside of the sliders. He tried to get the subs to reset the sliders in the correct position that would meet the drywall and not leave exposed gaps of concrete, but was met with resistance from subs as well as his manager. They opted to place some cheap PVC strips over the exposed block and concrete, and left a large gap in flooring between the flooring and slider frame. There is nothing to support the edges of the subfloor underneath my wood flooring now, and fear it will eventually cause the subfloor in that area to crumble and sink, taking my wood floors with it. Have not had any response back from the company. The cheap PVC vinyl covering the *** inside of the home looks bad enough,but the gap in the floor looks even worse. Not to mention, the problems that could eventually occur to my flooring.

• Initial Complaint

  Date:10/24/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed a contract with Wrights Impact ***************************** to purchase hurricane impact windows in Feb, 2021. Whole house of replacement windows, 3 sets of sliding doors, and 3 exterior doors. Was told by the salesman, ***********************, who I found out later is actually one of the owners of the business, that the job would take 12 - 16 weeks to complete the project. Understandably COVID and supply chain issues delayed the arrival of the windows to the end of 2021. I was assured all windows and doors would be completely examined prior to installation. Installation was set up for Jan., 2022. It is now October, 2022 and we have been dealing with wrong size doors, damaged windows being delivered, re-ordered, and wrong size AGAIN delivered. One door sat in my garage 6 months, sales would tell me the door size is correct. Just the style is wrong but that would be an easy fix. Installer came today, 9 months later, and AGAIN THE DOOR DOES NOT FIT. Told it would be another 6 weeks to get the door. One window arrived at the end of 2021, damaged, and it took 10 months to get a new window installed. They dont answer our calls anymore. Tile and wood flooring was damaged around all the sliding doors, plantation shutters were damaged. *********************** assured me any damage would promptly be taken care of. This company has held roughly $50,000.00. We paid half at contract signing, then 40% more when windows were delivered. They lied about NOT using contractors for installation, most installers could not understand English, so any issues were not dealt with on the spot and project managers didnt last for more than 1 visit. Im on my 4th project manager. STAY AWAY FROM WRIGHTS IMPACT ********************************* DISGUSTING CUSTOMER SERVICE.

  

  Business Response

  Date: 11/21/2022

  We truly want to apologize to this customer for all that has transpired. We are committed to completing our obligations and we are sorry for the delays. All of our products are custom made, when there is a mistake or damage we must again wait for the product. 

  I have spoken with your Project Manager and will work to complete your project as quickly as possible.

  Again, we are sorry. 

   

   

  Customer Answer

  Date: 11/26/2022

   
  Complaint: 18308403
  
  I am rejecting this response because the reason for the impossibly long delay was because a wrong size door was ordered, and one window arrived damaged.  I was told that an expert would be measuring all the windows and doors and once they arrived at the warehouse another professional would double check all the windows and doors arrived in good condition before delivering them to my home.  Once the installers realized a window was damaged and one door didn't fit properly they assured me they would re-order them ASAP.  Installation started in January 2022 (order was placed Feb 2021), 11 months passed until the windows and doors arrived and it is now another 11 months I am waiting for another door to arrive.  Wrights Window & Door has horrible customer service, they never respond to my calls trying to find out when this job will be completed. Ive had 4 different project managers and each one assured me they will get the job done ASAP. Im still waiting!!!
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/17/2023

  This has been a difficult project and I am sorry for the issues and delays. Please be assured we are committed to completing this project for you.

  Our industry has been challenged with supply chain disruption and staffing shortages like many others and Wrights has also had our fair share. We understand your frustration and we are very sorry. 

   I show three open service for various items including the fiberglass garage door, screens, s**** covers and a few finish service items. I show the fiberglass garage door has been received and we will call immediately to schedule installation. This will allow us to call final inspection and complete the remaining finish items. 

  Again, Thank you so much for your patience while we complete these last few items for you.