Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/12/2025

  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.

  In April 2023, I hired Ran ******* of R&M Monster Windows after my home was left in disrepair by another contractor. Mr. ******* claimed to be a licensed general contractor and promised to restore my home. He brought in others, including ****** ****** (affiliated with **************** who prayed over me and assured me their team was trustworthy and would help me recover from the trauma I had endured. I was undergoing medical treatment at the time and was vulnerable. My elderly parents were also involved in the discussions. Mr. ******* pressured me into signing a PACE loan Completion Certificate, claiming it was standard to move the job forward due to the size of the project even though the work was not complete.After the loan was released, Mr. ******* submitted inflated invoices, charged my credit card without proper authorization, and demanded additional payments. I ultimately paid him over $168,000 in total. Much of the work he and his team did was poorly executed, incomplete, and damaging to my home. When I raised concerns, Mr. ******* became verbally aggressive and threatening. I filed a police report with the *************************. He never finished the job, and my home remains incomplete.I have filed complaints with the FL Attorney General, DBPR, OFR, Palm Beach County Consumer Affairs, ***, and CFPB. I am seeking a full refund or partial restitution and for BBB to investigate this business and alert others to the serious risks involved. This is not buyers remorse this is contractor fraud, financial coercion, and elder-targeted deception executed while I was medically vulnerable.

  Business Response

  Date: 06/10/2025

  I 100% dispute any of the allegations made by Mrs ******** she was happy during the entire process ( I have reviews and message from her behalf to prove it)
  Here is the explanation to what actually happened:

  Mrs ******* hired us on 4/4/23 to install her shower enclosure which she was very pleased with the installation .
  ********** at that time told me she was  having big issues with work that had been done at her house by a previous contractor. The next day,  I came over to her house and she explained that she had hired other contractors previously and everyone walked off on her, that they had  ordered  the wrong windows, and took  out supporting  walls without replacing beams and that she cannot find anyone to take over the job.

  We wanted to help her, so we accepted to take over the job. 
  At that time Mrs ****** did not have the funds as her previous contractors supposedly walked out on her, and she asked if we do loans.

  We told her that no we do not, but we do work with a company that is called Renew financials and that if she needed she could go through them.
   We have put Mrs ******  in contact with Renew Financials.

  She had to get all the documents ready for them, we are not involved in the process of the loan.

  For any loan you need to read and sign paperwork which you are agreeing to this loan.

  Renew financials ( loan company) also does a welcome call with Mrs ******* explaining everything and the terms of the loans, only when its completed we ( R&M Monster Windows ) get a call to say that the customer has been approved.

  The funds for the loan does not get release until all the work is done, the customer needs to sign a document that the work had been completed and that she is satisfied with the work, she also needs to upload pictures of the works and proofs that the permit had been closed ( for a permit to be closed the City needs to come and check the work that it has been done and completed properly which they had) only then the loan company **************** releases the funds ( we had to advance all funds to do the work until we get paid by Renew financials).

  Mrs ****** in her complaint is saying we pressured her into signing a loan which is absolutely not true as mentioned above I put her in contact with the loan company which she filled out and signed all the paperwork we are not involved with the loan as its a separate company.
  She is saying the job was poorly done again absolutely not true we had a permit the City came and inspected the job site and would have not closed the permit if it wasnt, she also sign a certificate with the loan company that she was happy with the work and that it was complete and pictures were uploaded or they would not release the funds.

  Mrs ****** also left us a review on June 1, 2023 after the work was done on ****** and on Homeadvisor of how happy she was with the work and that R&M Monster windows was absolutely the company to hire and that Ran was a lifesaver, trustworthy and reliable. She then erased those reviews but she had send it to me by text which I can also send you for review.

  Mrs ****** was always very happy with the work and we had a good relationship but she wanted us to get involved in the lawsuit that she had with her previous contractors.

  We told her that we can go up to the stand but we can not lye about the damaged windows or the amount that she wanted to inflate for  her personal lawsuit as she was trying to get more money.
  She is not happy that we didnt want to lye or get involved in her case so she filed a complaint about us, with the loan company that we did a fraud or / and made her sign for an early release of funds.
  renew financials ( loan company) had and investigation going to check on her complaint but denied her case because she has filled and signed all paperwork which came from her email and personal phone calls she had with them directly.

  As mentioned she had to load up true pictures of the work done, and closed permits from the City and she is now trying to take is a step further by make a complaint to the BBB. ( which she is making her complaint in June 2025 when the work has been done and completed for 2 years now)

  We have proof of the review Mrs ****** posted and then took off, exchange messages, loan company that has everything on recording and closed permits from the City. She also has a pattern to do this with anyone she works with.

  Mrs ****** also hired our lawyer ( as we had a good relationship with her and she asked us for a referral) she used him to pursue her previous contractors. At first everything was going well then she fired him and she fired 2 other lawyers and filed a complaint about him as well.

  As you can see Mrs ****** has a lawsuit or complaint with anyone she ends up working with and its a pattern in her behavior. 
   
  if you have any further questions we would be happy to answer.
  

  Best regards,

  Ran Mashash

  R&M Monster Windows 

  **********

   

  Customer Answer

  Date: 06/18/2025

  Complaint: 23311262
  I am rejecting this response because:
  The businesss reply is factually inaccurate, omits key evidence, and reflects clear violations of Florida law.
  Invoice Inflation & Deceptive Practices: Ran Mashash unilaterally increased the invoice from $89,000 to $103,000 to match a PACE loannot at my requestand added a hurricane garage door to inflate the scope, even though I already had one. These are deceptive practices under Fla. Stat. ******* (FDUTPA).
  Loan Misrepresentation: Ran pressured me to sign a PACE Completion Certificate before work began, claiming it was standard. He coached me on what to say to **************** which he presented as his finance guy. This violates:
  Fla. Stat. ******* Mortgage and loan fraud
  Fla. Stat. ****** False statements to financial institutions
  Unlicensed Contracting: Ran coordinated HVAC, electrical, and general construction work without proper licensure, violating Fla. Stat. 489.127(1)(f).
  Substandard Work & Breach of Duty: ******** dismantled and walked on custom doors, damaged hidden hinge hardware, misinstalled major components, and left soffits incomplete. These acts amount to gross negligence and may constitute civil theft under Fla. Stat. ******* due to misappropriation of funds after breaching the contract.
  Misleading Use of Initial Reviews: I did leave a positive review early in the process when I was still hopeful the project would go well. But once I discovered unskilled labor, deception, and Rans inability to manage or complete the work properly, I immediately removed those reviews. My father then attempted to have candid conversations with Ran to resolve the growing issues respectfullybefore we realized we were dealing with a pattern of fraud.
  I paid over $168,000far more than agreed. Rans ongoing demands and abandonment of the job reflect financial exploitation of a medically vulnerable homeowner and elderly parents.
  This is not a misunderstandingit is contractor fraud and elder-targeted financial abuse.
  Sincerely,
  ******** *******
  

  Business Response

  Date: 07/02/2025

  R&M Monster Windows 
  Re: Mrs. ******* 2nd Complaint Response
  Date: 7/2/2025
  BBB Case #: 779778225094D
  
  
  To Whom It May Concern,
  
  
  This email is submitted on behalf of R&M Monster Windows, licensed and insured general contractor company operating in full compliance with Florida state regulations.
  We categorically dispute the allegations raised by Mrs. ******** which are not only inaccurate but also deeply misleading and omit critical facts regarding the timeline, the scope of work, and her ongoing legal efforts to recoup losses from prior unrelated contractors.
  
  Summary of Events:
  
  Mrs. ******* initially retained our company in April 2023, beginning with a shower enclosure installation, which was completed to her full satisfaction. Subsequently, she disclosed that her home had been left in disrepair by a prior contractor, with open permits, missing structural supports, and incorrect window installations. She stated she had no funds available and inquired whether we offered financing. We explained we did not, but connected her to a licensed third-party loan provider called ***************. All documentation and approvals were processed directly between her and that financial entity.
  
  Our company does not control loan terms, approvals, or disbursements. Per standard Financial renew procedure:
  
  The loan company performs a welcome call with the customer to explain the terms and conditions of the loan with the interest rate and payment plans that the customer will need to choose from. After the Welcome call *************** sends the contract to her email so the customer can review it, sign it and email it back to them. Once the contract has been signed *************** lets us R&M Monster Windows know that we have a new approved project so we can begin the work as we do not get any funds until the project is completed.
  The customer must then sign a Certificate of Completion once the work is complete attesting that the job was completed to satisfaction.
  Photos of completed work or closed permit documentation must be uploaded.
  
  
  The customer signed and submitted all documentation herself to **************** she did the walk-thru with *************** confirming compliance and substantial completion. No funds were released to our company until these steps were met.
  
  
  We can provide:
  
  - Closed permit, and inspection records
  - Photos and permit close-out confirmations
  - Screenshots of positive written reviews and text exchanges from Mrs. ******* in mid-2023 (when the work was done) praising our work 
  - Screenshot of text message in May 2024 (almost a year after the work was done) Mrs ******* contacted us for a new project that she would like done in her home to redo 2 bathrooms and tile the whole house ( as the previous contractor did a bad job) the floor was cracking inside the house and in the bathroom , Mrs ******* had no more funds as she asked and called ***************s ( by herself ) to get a second loan for 70k but they refused because her paystub didnt meet their criteria for a second loan and screenshot of a message where she is saying she is referring our company to her friend *** for a remodel of her house ( also almost a year after her project was done) Why ***************** refer us and want to do a second project with our company if we did such a bad job?
  - Loan documentation showing independent application, consent, and satisfaction surveys from Mrs. ******* to the loan provider
  Confirmation from the loan provider that all required documentation was provided directly by the customer, using her own email and phone contact.
  
  It was only after we declined to support exaggerated or false claims in her separate legal proceedings against her previous contractor that she began to make these claims against us. We refused to take the stand or offer statements about work performed by othersparticularly regarding allegedly damaged windows, inflated estimates, or other facts we could not personally verify.
  
  Ongoing Litigation Against Her Previous Contractor
  
  This complaint can be viewed in the context of Mrs. ******** ongoing litigation against her previous contractor, currently active in Palm Beach County Circuit Court under:
  Case #: 50-2023-CA-002492-XXXX-MB
  Filed: 03/16/2023
  Public Records Site: *********************************
  
  In a declaration filed on June 23, 2025, Mrs. *********** style="color: rgb(51, 51, 51); font-family: "Helvetica Neue", Helvetica, Arial, sans-serif; font-size: 14px;">Accuses two prior law firms that she has used to represent her of malpractice for promising she would receive a higher settlement.
  Admits receiving only $25,000 from her prior contractor, stating she has spent over $168,000 on attempted repairs.
  Claims her home remains uninsurable and at risk of foreclosure. She then states she may lose everything she ever worked for.
  
  These are nearly identical claims to those now made against us, despite the fact that our work was fully inspected and documented.
  
  Her financial hardship, while deeply unfortunate, does not justify retroactively attacking a company that completed its contracted work, passed municipal inspection, and received documented approval from Mrs ******* via written reviews, permit closures, and funding certificates.
  
  
  Additional Allegations:
  
  Mrs. ******** accusations include:
  
  
  - Loan coercion Refuted by loan provided *************** protocols, signed documents, and recorded customer calls.
  - Invoice inflation Mrs. ******* is saying there was an increase of the invoice from 89k to 103k which she was well aware and approved by text message to upgrade the windows to low ********* efficient which are more expensive), stucco work, **** replacing that was not done properly from previous contractor.
  -Mrs. Makeef is also saying that we included a hurricane-rated garage door to inflate the scope of work which is not true, at first she mentioned that she wanted to replace her garage door so we added it to the invoice but then she decided not to get it so we removed it out of the estimate and resubmitted to *************** without the garage door. (proof document can be submitted by ***************)
  - Mrs ****** is saying that we presented *************** as " his finance guy" : we deny these allegations, we have a text message from Mrs ******* that she has talked to our Representative from *************** that deals with our projects and Mrs ******* has stated in her text that he is not allowed to talk to her on his private phone because it is not recorded and one of his team members will call her back. As stated previously *************** is a 3rd Party that our company has nothing to do with but we work with them to be able to provide financing to our customers that may need it.
  - Unlicensed subcontractors All electrical and HV** work was completed by properly licensed professionals. For the electric company ************************* we had referred them to Mrs ******* before we were hired ( after we came to install her shower enclosure we have text to prove it and she paid the company directly, which she still has problems with as the work was completed and there is a balance of $4500 that she did not pay to Godly Electrical. As for the **** company, licensed and insured, Mrs ******* has hired them to replace her ** and did some change orders which we also have the text messages to prove it moving the ** to the garage, installing new insulation in the attic and removing the old one, doing Linear air vents and changing all the ducks systems, which raised up her invoice as she didn't have the funds and we advanced the funds to the hvac company because she was waiting on her lawsuit which she paid us with her credit card after ( which she is saying that we charged her credit card fraudulently which is not the case as she owed us the money we had advanced for the HV** company.)
  -review: Mrs ******* is saying she left the positive review in the beginning as she was hopeful: not true as her review is from 05/31/2023 once our work was done and as previously stated she contacted us again in May 2024 almost a year later to do another remodeling project for herself and referred us at the same time to her friend.
  
  We empathize with Mrs. ******** ongoing challenges with her home. However, her complaint against our company is a misdirected attempt to recover funds after her litigation with her original contractor proved unsatisfactory.
  
  Our company acted ethically, legally, and in full accordance with building code, financial protocols, and customer service standards. We have preserved documentary and testimonial evidence supporting our position and will defend our company vigorously against any further defamatory or baseless claims.
  
  We respectfully request that the Better Business Bureau close this complaint as unresolved but with a rebuttal on file and consider the broader context of this customers ongoing litigation and financial distress. Supporting evidence is available upon request.
  
  
  Sincerely,
  Ran Mashash
  Owner
  R&M MONSTER WINDOWS
  

  Customer Answer

  Date: 07/03/2025

  REBUTTAL TO BUSINESS RESPONSE
  BBB Case #: 23311262
  Complainant: ******** *******
  Respondent: Ran ******* / R&M Monster Windows

  To Whom It May Concern,
  I categorically reject the response submitted by R&M Monster Windows. The reply contains material misstatements, omissions, and manipulative framing. I have filed complaints with ****, the Florida Attorney General, the ***, Palm Beach County Consumer Affairs, and the *************************. This summary rebuts the most misleading claims:
  
  1. False Claim: I was satisfied with the work.
  Fact: Any early compliments or reviews were made in good faith, before serious defects emerged. By August 2023, I raised concerns directly with Mr. ******** Despite reassurances that all would be fixed, the problems escalated: leaking doors, sloppy paint, damaged personal property, and missing scope. Mr. ******* eventually abandoned the job. His recent removal of his website and social media channels only adds to my concern about his accountability.
  
  2. False Claim: I approved invoice inflation.
  Fact: The invoice was raised from $89,000 to $103,000 solely to access **** loan funds. This was not a permanent change agreed upon by me. Ran represented that he had a relationship with the *************** and said, trust me, this is how its done. I paid the **** invoice ($36,516.85) separately, directly, and at the time of service. I later learned the installation was improper resulting in long-term humidity damage and a full system failure in 2025. Mr. ******* was not licensed to manage HVAC scope.
  
  3. False Claim: All work passed inspection.
  Fact: I submitted a **** complaint citing multiple issues: a backward-installed sliding door, a substituted front door, and non-permitted scope. Some inspection documents were filed improperly or pre-dated completion. Supporting documentation and photos have been filed with regulators.
  
  4. False Claim: I independently approved the **** loan.
  Fact: I was undergoing medical treatment at the time and relied on Mr. *******s guidance. He framed the Completion Certificate as a formality to unlock funding. The project was not complete, and I did not understand that I was signing a property lien. Ran explicitly told me to say certain things during lender calls and facilitated the entire financing sequence.
  
  5. False Claim: I requested more work in 2024.
  Fact: I re-engaged him in an effort to resolve incomplete or substandard work. Any contact was to finish what was promised not to start a new project. Text exchanges show my concern about scope, quality, and cost. I was also documenting his representations in case legal action became necessary.
  
  6. False Claim: Contractor acted independently from financing.
  Fact: Mr. ******* introduced *************** as "his finance guy" and handled all interactions. He submitted the documents and represented the loan process as seamless. I had no prior relationship with ***************. The process was anything but independent.
  
  7. False Claim: All subcontractors were licensed.
  Fact: I later confirmed with a licensed inspector that electrical and HVAC work did not comply with code. Mr. ******* is not licensed to perform or manage those scopes. His role in invoicing and scheduling this work makes him responsible for the outcome.
  
  8. False Claim: This stems from unrelated legal issues.
  Fact: My separate civil litigation against a prior contractor has no bearing on Mr. *******s actions. His disclosure of my unrelated court filings, health challenges, and financial status in his BBB response is retaliatory and inappropriate. My complaint is based solely on my direct experience with R&M Monster Windows.
  
  REQUEST TO BBB
  This complaint is not resolved. I request that:
  This rebuttal remain permanently on file.
  
  A consumer alert be added to the business profile regarding unresolved and serious complaints.
  
  BBB cooperate with DBPR and relevant authorities on this matter involving potential contractor fraud, financial coercion, and elder targeting.
  
  Supporting documentation has been submitted to DBPR, FTC, and law enforcement, and is available upon request.

  Respectfully,
  ******** *******
  Hypoluxo, **
  ****************************
  ************
  
  

  Business Response

  Date: 07/15/2025

  We appreciate BBB's process in facilitating this dialogue.

  R&M Monster Windows stands by its detailed responses and documentation already provided.

  We again categorically deny all allegations of fraud, misrepresentation, or improper conduct.

  * All work performed was properly permitted, inspected, and closed with municipal approvals

  * The complainant signed all loan and satisfaction documents herself, after receiving disclosures from her lender, Renew Financial.

  * We provided substantial evidence that the complainant expressed satisfaction upon project completion, including positive reviews and communications and later sought to hire us again.

  Mrs. ********* financial and legal disputes with prior contractors, while unfortunate, do not reflect on our work, which was performed professionally and documented appropriately.

  We have no further comments and respectfully consider this matter closed from our side. 

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23311262
  
  To BBB and all parties,
  
  We reject the response from Ran Mashash of R&M Monster Windows in full.
  
  Ran lied. He never conducted a walk-through. Many items remain incomplete, substandard, or improperly installed, and parts of our home were damaged in the process.
  

  The so-called approval was obtained through manipulation and misrepresentationused to trigger a premature $103,000 PACE loan payout before work even began. We were misled into believing this was short-term financing arranged by his finance guy, when in fact it was distributed under false pretenses, with Ran claiming the project required funds up front. The work remains largely unfinished and much of it does not meet code.

  Ran presented himself as a trustworthy, faith-based figure. Instead, he exploited our familyincluding my elderly parentsduring a time when I was undergoing extensive medical treatment. He used our trust against us.

  Ran is now dismantling his company, removing online content and distancing himself from accountability. Honest contractors dont erase their tracksdishonest ones do.
  
  We stand firmly by our complaint: *********** is a contractor who engages in fraud and deception. He has caused serious harm and should be held accountable to the fullest extent of the law.
  
  Requested Outcome:
  - BBB alert warning the public about R&M Monster Windows and Ran Mashash
  - Public record confirming this matter is disputed and unresolved
  - Referral to relevant legal and regulatory authorities
  

  Sincerely,
  ******** ******* and ***************start="1908" data-end="1911"> Hypoluxo, *******

  Business Response

  Date: 08/13/2025

  R&M Monster Windows has already provided multiple detailed responses, addressing every allegation in this matter.

  We reiterate the following key facts:

  1.Permitted and inspected work- All work was properly permitted, inspected, and closed with municipal approval.

  2. Customer- Signed loan documents- The complainant signed all financing and satisfaction documentation directly with the Third- party lender, **************** after receiving their disclosures.

  3. Evidence of Satisfaction- Upon completion, the complainant provided positive written reviews and later inquired about hiring R&M Monster Windows for additional work, which is inconsistent with claims of abandonment or dissatisfaction.

  4. Independent Lender review- *************** conducted an investigation into her prior complaint and found no wrongdoing by R&M.

  We have submitted and offered to provide supporting documents including signed contracts, closed permits, inspection records, and you can request lender communications, and contemporaneous customer reviews/messages.

  At this time, we have no new information to add. We stand by our prior responses and respectfully request that the BBB consider the matter answered, with our rebuttal and evidence on file.

  Best regards,

  R&M

  Customer Answer

  Date: 08/13/2025

   
  Complaint ID: ********
  Complainant: ******** *******

  Business: R&M Monster Windows Incorporated

  I respectfully reject the businesss response. It is inaccurate, misleading, and avoids accountability for the extensive damage, shoddy workmanship, and deception caused. I request that this matter remain open and unresolved.
  
  1. Misrepresentation of Licensing
  Ran Mashash represented himself as a licensed general contractor, qualified to oversee HVAC, electrical, and structural work. This turned out to be false. To our knowledge, he is not properly licensed, yet he coordinated and oversaw major workincluding an AC system that has failed multiple times and is currently non-functional. The misrepresentation of licensure directly influenced our decision to trust this contractor.
  
  2. Misleading Use of Early Text Message
  The business cites an early text message from a time when we still trusted Ran. That was before the bulk of work was done and we subsequently discovered:
  A sliding glass door was installed backward and does not match the other sliding doors
  Sunlight visibly entering around multiple frames
  Improper sealing, paint, and caulking splatters throughout the home
  Personal property was mishandled and damaged
  Using a message from the earliest days to imply satisfaction is manipulative and out of context.
  
  3. Financial Manipulation
  R&M inflated a signed window and door invoice from $89,000 to $103,000 to unlock PACE loan funds, without full disclosure. We were then charged another $23,458.25 beyond that, bringing the total payout to over $168,000without a single change order or formal agreement on these new amounts. This is financial coercion, not fair business.
  
  4. Unfinished Work and Avoidance
  If R&M believes their work is above reproach, then:
  Why is the job still not complete after more than a year?
  Why have we not received a single call or site visit to address unresolved issues?
  Why does it take 1015+ days to respond to each BBB inquiry if theres nothing wrong?
  Why claim we are satisfied when both I and my elderly parents are still dealing with unsafe, unfinished workand are clearly not satisfied?
  These are not the actions of a company committed to resolution. They are the hallmarks of deflection.
  
  5. Regulatory Oversight Pending
  We have submitted documentation to multiple regulatory authorities. This includesbut is not limited tothe ****************************** & Professional Regulation, the ***, and other consumer protection agencies. Further details will be addressed through those proper investigative channels.
  
  This is not buyers remorse. It is a pattern of contractor fraud, financial exploitation, shoddy workmanship via unskilled laborers, and unlicensed activity. I request the BBB keep this complaint open, active, and visible to protect other consumers.
  

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