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
Customer Complaints Summary
- 68 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:10/21/2022
Type: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.
Entered into a contract 6/11/2021 to install impact windows and doors at my home in Monroe County. Wrights has failed County Final Inspection due to improper screws used to secure the windows. They were notified by the Monroe County Building Code Compliance 3 times about the failure. I have called repeatedly without any resolution. My phone calls are now going unanswered.
Business Response
Date: 11/21/2022
The installation requirements are part of the Notice of Acceptance ****** We cannot deviate from *******. We have discussed this inspector's request with our engineer and the screws we used are what is required in *******.
In an effort to resolve the issue with the municipal inspector we recommend scheduling another inspection with our Project Manager and having our engineer available to coordinate resolve with the inspector.
We do apologize for the confusion and will get this resolved as quickly as possible for this customer.
Customer Answer
Date: 11/21/2022
Complaint: 18294583
I am rejecting this response because: this project has been ongoing for 17 months, the response is always the same. They have failed to comply with the recommendations of the county inspector. They have failed final inspection 3 times . ****** Windows is inspector "shopping" in an attempt to get one that will pass the final inspection.
Sincerely,
*****************************Business Response
Date: 11/23/2022
Inspectors are not selected by the contractor or the homeowner. When you request an inspection the inspector is sent by the city.
We have nothing to hide. We are happy to meet ANY inspector or building official that comes. The code is the code.
Customer Answer
Date: 11/28/2022
Complaint: 18294583
I am rejecting this response because:
They have failed another final inspection on 11/22/22. This is the 5th final failed inspection
Sincerely,
*****************************Initial Complaint
Date:10/20/2022
Type: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.
1:40 4 ********************* 7 reviews a day ago NEW Service: Hurricane impact window installation Critical: Professionalism, Responsiveness Nightmare is all I can say. Salesperson promises you every thing but delivers zero and then disappears. After waiting 10 months with 50% of my money the windows are not what was what salesperson said they would be ( the one non negotiable I stated was not to be able to see in like my current WRONG can see in perfectly even showed picture of my old one in comparison was told low E and that's what's in contract well I'm no window expert unfortunately I believed the salesperson. Had 2 conference calls first one I was told they'll pay for window tint next one says they'll pay half ...submitted bill no payment which I was told twice they will pay in full.My front door ordered with windows after ********************************************************************************* contract . I was told by accounting I changed my mind about door .NO I cancelled because I no longer trust this company. I did not receive my correct monies for the door which I was told I would get a check upon final inspection. Contacted them numerous times for the remainder of money owed for door per contract Oct 2021 was told it was 1:40 was told they'll pay for window tint next one says they'll pay half submitted bill no payment which I was told twice they will pay in full.My front door ordered with windows after ********************************************************************************* contract . I was told by accounting I changed my mind about door NO I cancelled because I no longer trust this company. I did not receive my correct monies for the door which I was told I would get a check upon final inspection. Contacted them numerous times for the remainder of money owed for door per contract Oct 2021 was told it was incorrect ..really that's the one I signed by you!Still no reimbursement for window tintingBusiness Response
Date: 11/21/2022
I am told this has been resolved and that the customer is happy with the outcome.
Customer Answer
Date: 11/21/2022
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:10/08/2022
Type: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.
******** Impact ************************************* installed impact windows in May 2022 and has failed to pass the city inspection since then. I have called, emailed, visited their offices and keep being told that they are working on getting an engineer to inspect the windows (because the installers despite being told by the city inspector to not finish the installation, the installers completed the installation and prevented the inspector from doing his job which resulted on a failed inspection). As a senior citizen, this is creating a lot stress for me and my spouse. All we are asking for is for ******** to adress the failed inspection and finalize the job.Business Response
Date: 10/28/2022
Your Project Manager will be contacting you to schedule a virtual inspection with an Engineer. Your Project Manager will be there and walk the Engineer through the project so he can complete the letter the Municipality is requiring.
We have availability to complete this next week.
Once the letter is provided to the Municipality, we will be able to close the permit.
Initial Complaint
Date:10/02/2022
Type: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 purchased hurricane windows from Wrights Impact Windows in April 2021. They originally lost my first order and reordered again in December 2021. It took a long time to get the windows from them as they were coming from overseas. When the windows arrived they were unboxed and no plastic around them. They had black marks and scrapes on the windows and I questioned why the marks and scrapes and they said it was normal they would paint it and make them pretty. (Paying that much money you shouldn't have to make something pretty by painting and touching it up) ! The screens were missing as well! I was told before my inspection I would have my screens in place and everything would be done.! The man who put in my windows had to be replaced as he did an unacceptable job and they failed inspection 2 times! Wow! Still could not get it right! They finally months later put the windows in scratches and all but I still have extra parts under my bed! Its going on 2 years now and its still not completed! I still do not have screens! Id like to open my windows as cooler weather is approaching. They did an unacceptable job on the wood work! As when you complain even to the owner ****** he just passes it to ****. So you get no where! There has been no results after contacting the company! Id like new ********************* since they are guarenteed for life and screens that come with the windows! No black marks and scratches from arriving from overseas in a boat! Its sad no one cares enough to finish a job or takes pride in what they do! I only ordered 4 windows so it should of been an easy job! Ive waited long enough and Im very frustrated that nobody cares! Can you please help me resolve this situation! Thank YouBusiness Response
Date: 10/28/2022
The screens have been ordered and currently show an ETA of 10/26/22. I will have the warehouse verify they have been received and have the service department schedule to have them installed.
Regarding the surface scratches on the frames. They are not just going to be "touched up". They will be repaired (much like a car would be after an accident). You will never notice them after the repair and the finish is the same as the factory finish. There is no reason the replace the windows. Frankly, no manufacturer does a great job packaging (just cardboard around the perimeter) and often times there are surface imperfections that need to be addressed during installation. I am happy to discuss this with you if after the repair is complete you still have an issue.
Thank you
Initial Complaint
Date:09/21/2022
Type: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.
Contract with Wrights - 6/18/2021 - NOW - 9/21/2022 Project INCOMPLETE - That's the first PROBLEM and a PROBLEM that should give you pause to ever go into contract with this company!!!! I can say DITTO to every other compliant on this forum.
1. Why did I pick out the doors that I wanted? - They sent whatever they wanted... doors didn't even swing the same way as all of the other doors. My new front doors they sent - cracked already - in between the panes!!!
2. Front window - maybe I will get it at the 2 year mark. First sent with frosted glass - then the two replacements - let's see both conveniently broken in transit after they were struggling to get the window from Palm Beach to Sarasota. Still NO FRONT window.
3. Doors still not finished - lots of holes and screws. NOT inspected yet.
4. Rest of windows - STILL NOT inspected.
Every time you call they have a story for you - I am going to write a book with all their excuses. The one thing Wright's windows is good at is taking your money!!! Don't bother sending me another excuse - just finish the JOB - and if you can't get windows and doors - then don't take any more orders - you are thieves!Business Response
Date: 10/04/2022
I have reviewed the file and see the multitude of issues this job has had. I am very sorry.
Our products are fully custom and when there is a problem on a job, unfortunately there is not a quick resolve.
I will coordinate with your Project Manager, Installer, and our Order Department/Warehouse and make sure your outstanding items are taken care of as quickly as possible.
Thank you
Business Response
Date: 01/26/2023
I didn't say the glass insert was installed, I said it was scheduled to be installed this coming weekend and provided the dates in my reply.
As I understand the insert was changed today 1/26/23.
I understand your frustration, but not your personal attacks.
Customer Answer
Date: 01/27/2023
Complaint: 18058877
I am rejecting this response.
Sincerely,
****** ******Initial Complaint
Date:09/20/2022
Type: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.
Date of installation was scheduled for 8/31. The company either did not measure accurately prior to the install date or did not provide the correct tools and the installation had to be rescheduled. Following installation, my wife and I were very disappointed with the quality of work we received. When we questioned the installers and project manager about the way they left our new doors and surrounding frame we were advised to read the contract where we would see they were not responsible for painting over the new doors. Our question was not regarding the paint ready materials but rather the dents, dings, and scratches left in our home by the workers. Our deadbolt lock will also need to be replaced as it no longer functions properly after being reinstalled by the crew. We have not been able to reach any project manager at the company since, despite multiple phone calls to customer service stating that someone would be in touch to discuss our project. The total price for this project was approximately $6,000.Business Response
Date: 10/04/2022
We want our customers to be happy. I will coordinate for a Installation Manager to review your installation with the Project Manager and rectify any outstanding issues.
I will contact you directly by email to make sure this is taken care of for you.
Thank you
Initial Complaint
Date:09/10/2022
Type: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.
Thank you for yourt help on 3/8/21 i sign a contract to install storm windows in my home at ******************************************************** the sent a bsales rep who gave me a est for instalation of storm windows in my home. ******** at that time he needed a deposit of ******** to order the windows i wrote him a check and was told the project could be done by july 2021 then covid hit a cause a suply problem. ok i understand The windows came 3/9/22 i took the day off to be there for the install. They called & said next week. OK its been a tear what is one more week. project manager ***************************** shoud up with 2 worker to install my windows hge informed be there was payment due at this time. i was aware of this & wrote him a check for ******* & he ran out of the house with ck in hand like his hair was on fire. (I have not seen him since) He left the 2 workers behind & they began on the install. they were having some trouble. i was trying to tell them the sliding glass **** wasnt correct. but they did not speak english. They were hard workers so i left them alone to figure it out.next day they were to finish up and did most of the work. there were alota problems with the install but they sent out some other *********** cleaned it up & i was told there was a widow missed. Now this est was done by 3 different people The sales guy who made the est. anouther guy who came out to do a accurate measurement and one more guy to make sure everything was ready to go. here i am in the middle of the 2nd hurricane season with one window missing. the just give dates that come & go and dont seem to care please help me thank you again. *******************************Business Response
Date: 10/04/2022
Our system shows the missing window has been received. I will have the Project Manager schedule to complete this last window and finalize your project.
Thank you
Initial Complaint
Date:09/08/2022
Type: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 have pages of notes.. Will stick to primary facts: Order for two doors and one sidelight plus 2 paint kits placed on 11/29/2021. Paid deposit of $4,823.76 on an order that totals $9,647.52. ******** gave estimated install of March 2022. On February 16 '22 given install date of April 20, '22. That date passes, no call, nobody showed up. After complaint, April 26 received notice that materials arrived and install will be scheduled.. Install date later given for ********* then cancelled because of "missing parts". On June 3 ******** gives new install date for July 8th. Again, on July 8th nobody showed up, no call. Attempted to call someone in charge to get update.. was promised a call back from ***************************. No call. July 12, '22 sent email to ******** requesting firm date or refund. August 1st '22 I receive a notice that install will happen in two days.. August 3rd. I inform company I need more that 2 days notice. Told it HAS to be that day because permit will expire the following day. Also.. on August 1st, before any product arrives, Wrights runs second CC payment of $3,859.01 WITHOUT MY PERMISSION. They agree to delete. April 3rd Crew shows up with TWO sidelights.. which included the one they were supposedly missing back in April. I request the supervisor (******) stays on the job.. instead he leaves. Because there is no supervisor, the crew forgets to take pictures required by the inspector, which causes the inspection to fail. However, they collect the second payment of $3,859.01. Much confusion and many calls for next three weeks as to "what's next". **** Crew removes and re-installs doors to pass inspection. Trim strips and paint kits ($351.) still missing and not installed. Project manager and supervisor (******) promises to "follow up". After waiting two weeks, called and messaged ****** on September 6th. No call back. September 8th, still not finished, and no communication. More I could say, no space. Horrible experience.Business Response
Date: 10/04/2022
I am sorry for the confusion.
I see the project has passed final inspection. I have reached out to the Project Manager to contact the customer to rectify anything that remains outstanding.
I will send you an email with my contact information if you need anything further please do not hesitate to contact me directly.
Thank you for your patience.
Customer Answer
Date: 10/04/2022
Complaint: 17937208
I am rejecting this response because:a) It is consistent with all of ******** other meaningless, "semi-automated" responses that I have received over a period of six months, and kept records of.
b) It does not address my desired and proposed method of resolution, which a) I have (hopefully successfully) attached to this communication, b) forwarded as attachment to the BBB on September 22nd, 2023 ....and c) have sent separately on this date of 10-4-2023 to *******************************, ********** ******** Impact Windows and Doors
Sincerely,
*********************************Business Response
Date: 10/28/2022
This project has been completed 100%.Customer Answer
Date: 11/01/2022
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.It took much time and the help of the BBB to get to the "top", and to the heart of what was necessary for resolution. That has now been accomplished, and I am grateful to all parties.
Sincerely,
*********************************Initial Complaint
Date:09/06/2022
Type: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.
see attachedBusiness Response
Date: 10/04/2022
Customer is working with an executive team member on a resolve.Customer Answer
Date: 10/06/2022
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. Finally, the side garage door was reinstalled to my satisfaction and the window parts were replaced to my satisfaction. It took 3 months for this to happen but it happened and was resolved.
Sincerely,
***********************Initial Complaint
Date:08/31/2022
Type: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.
How can BBB continue to give ****** Impact Windows a At rating with that many complaints .I am still waiting for installation after a year for false promises. They have placed a lien on my property and they have done no work. I am going to the *************** and cancel they permit and get a lawyer to fought them so they can remove the lien off my property. They tell lie after lie and I am tired. Thanks but NO THANKS!Business Response
Date: 10/04/2022
In order to file for a permit we are required by law to first file a Notice of Commencement (NOC).
The NOC does serve as a lien on the property. However, we did not file for a lien directly and it is required in order to obtain a building permit.
This customer's materials have arrived, but has refused installation.
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