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:07/03/2025

  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 purchased two entry doors with this company and they are constantly needing repairs. We have to wait several months for them to repair the doors because they lie about the time frames for repair and never have the parts needed. This has been going on for several years now. It is a real safety concern because we are seniors and our neighborhood has a lot of crime activity. A customer shouldn't have to wait months on end to repair a front door that does not lock. We have called several times and all they say is that they are waiting on parts, when we asked to speak to a customer service manager, he was extremely condescending and had no empathy or professionalism. They give the BBB accreditation a bad name because they do not have honesty, transparency, or ethical business practices.

  

  Business Response

  Date: 07/07/2025

  What the customer states is correct: We are waiting on parts. The customer has an ES ********************** front door with their proprietary handle and 3-point locking mechanism/system. There is no other source for these than ES Windows themselves (we have tried repeatedly, including going directly to the manufacturer who makes them for ES Windows, but are unable to obtain them other than directly from the manufacturer), and we have none in stock (it is an extremely uncommon need so we do not carry). We regret this will not be satisfactory to the customer, and it is not satisfactory to us, either; however lacking a ready third party source, we can only await ES Windows forwarding us needed the part (which must come from their ************, Columbia factory).

  The service department manager has informed us they will be trying to obtain an *** for the part today, and will let the customer once they have that information.

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23553312
  
  I am rejecting this response because: while I appreciate the company's acknowledgment of the issue, their response does not adequately address the severity of the problem or provide a satisfactory resolution timeline. I would like to provide additional details and rebut certain claims made in their statement to ensure a full understanding of the situation.
  To recap, Lock Tight Impact Windows, Doors & Roofing, **** installed the impact front door. The mechanism inside the door began to malfunction, rendering it non-functional. This has created a significant security risk for our home, as the door does not lock or operate as intended, leaving us vulnerable. We have been waiting for months for repairs, despite multiple follow-ups on our part.
  In their response to the BBB, Lock Tight Impact Windows, Doors & Roofing, **** stated that they are waiting on a unique and proprietary part that is not in stock and cannot be obtained any other way. They also claimed that this is an uncommon issue. However, this directly contradicts our experience, as the other door we purchased and had installed by the same company suffered from the exact same mechanical failure. If the problem occurred on both doors we bought from them, it suggests that the issue is not rare but potentially a recurring defect in their products or installation process. This raises concerns about the overall quality and reliability of their doors, especially given the premium price we paid.
  Our contract with Lock Tight Impact Windows, Doors & Roofing, **** has been paid in full, and the cost was substantialnot an insignificant amount for what we expected to be a high-quality, durable product with prompt service support. Instead, we feel we have been treated dismissively, with prolonged delays that have compromised our home's safety and our peace of mind. We entered into this agreement in good faith, expecting the company to stand behind their work and products, but the ongoing inaction has fallen far short of reasonable customer service standards. 

  To resolve this matter, I request the following:

   An immediate expedited repair, including a firm commitment to obtain and install the necessary part, including a guarantee that the part will not malfunction or a full replacement of the defective door at no additional cost to us, using a reliable alternative if the proprietary part continues to be unavailable, or a partial or full refund of the door's cost, commensurate with the inconvenience, security risks, and loss of use we have endured.

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

• Initial Complaint

  Date:07/01/2025

  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.

  Lock Tight started my impact windows and doors installation last 02/17/2025, they took three days to replace all the windows and doors, up to that moment everything was moving fine, thy called for the first inspection the doors passed but two windows failed the first inspection, on April 24 the city did the second inspection and those two window passed. For the final inspection is required to install some fall protection devices to the upstair windows which I have been waiting for them since.I had tried to reach ***** the project manager in three occasions, leaving voice messages and never got an answer from him, two weeks ago I reached *** to ask about it and she told me that her manager was on top of the issue but I am still waiting. Today I reached customer service, the representative took my information and my concern, she told me that someone will call me and I am still waiting for the call.Also the front door have two locks, the one on top does not lock( picture attached), I brought the issue to the installer attention, he told that he will come back to resolve it, but also I am still waiting for his return.I think I have been very patient but at this time my patient is exhausted, also the permit will expire the 23rd of this month.All the funds for the job were disbursed on 2/28/2025.

  

  Business Response

  Date: 07/07/2025

  This is an ESW issue with the StormShield windows. The ones provided did not have fall protection, something we have been waiting on a resolution. The after market fall protection and the fall protection we can order directly from *** do not work on StormShield windows. However, after some consultation they finally got it figured out and we are awaiting the arrival of stock lengths that we need for the customer and for several other jobs, as well. We are hoping to have them in the next few weeks, and once we get them we can do this inspection again.
  We have asked our purchasing manager to request an ***, and are currently waiting on the response.
  

  Customer Answer

  Date: 07/07/2025

  When they are going to resolve the front door issue? I attached a picture of the problem in my first message, in their response they did not respond to it.

  

  Business Response

  Date: 07/07/2025

  We will inquire on the front door. The service department did not note that originally, when they updated us on the fall protection issue.

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23545640
  
  I am rejecting this response because: this is the same answer I received almost two months ago and nothing has been resolved, are these devices being made by ****? Furthermore the issue with the door has not been resolved neither.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 07/21/2025

  According to our service department as of this afternoon, the material for the fall protection is expected to arrive on or shortly after this Thursday, 7/24; and we expect to schedule its installation with the customer very shortly afterward, along with their final inspection. Service for the issue with their door should be scheduled for the same visit; we would encourage the customer to confirm this with our service department at the same time they confirm the fall protection work, when we contact them for that purpose.

• Initial Complaint

  Date:06/17/2025

  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 main door and one window were acquired in November 2024. The installation took place on April 28, 2025. (6 months since acquired)The main door did not close correctly. They left, saying they would come back for the final inspection (city permit) and finish the job.Then I received "threatening" calls from the manager that if I did not approve the work, they would not ask for the final inspection, and so they could not finish the job. They needed the "approval" for the loan to be paid to them. They promised that they would fix the issues, as stated in the contract. So I ended up yielding to their threatening demands and "approved" the installation."I sent a picture of the issue to Manager **** ***** on 4/29/2025. No response.The city came (5/22/2025) and provided a partial final because the window broke during inspection, and the door was not yet fixed. Needless to say, the job was also not finished (covers and removal of stickers). A manager attended the inspection, but there were no installers.I have been texting or calling once a week since the installation (going for 6 weeks now), prior to the city visit, asking for remediation, and all I get is "I will coordinate and schedule with you" or a similar version, but lately, they do not even respond. Expected resolution: FIX the job. Pass/close final inspection.Recommendation to buyers: Do not buy. Unreliable product. No company installers. Aggressive billing. No post-installation support. Do not care for customer satisfaction, only pushing the product.

  

  Business Response

  Date: 06/25/2025

  In reference and response to this complaint, we note the customer has received response, both from our project manager **** and other personnel, including their installation crew. We have uploaded log images of the calls (zero) and messages that PM **** received (and responded to). The customer was also told their installation supervisor was going to check out the door issue as well. On 5/22, an intermediate inspection was approved (this was NOT a partial final but a full approval of an in-progress inspection - and this was also not needed for their financing), and their installation crew and supervisor did assess and attempt to correct the door situation at that time. They made us aware there might be additional issues with the door leaf which prevent its closing properly, and as of 6/2 and 6/17 we are attempting to schedule a time for PM **** to return and investigate further. (If there is a more serious situation with the door leaf, this will be cared for under the products warranty, so long as it is not traceable to a pre-existing condition which does not appear at this time to be the case.) At the same time, we do expect to resolve some windows issues necessary to be dealt with prior to the customers actual final inspection from the City of *****.

  We apologize the timeline to completely resolve their project is not to the customers full satisfaction. Understand that we start anywhere from 30 to 60 projects EVERY WEEK, and work to bring all to completion as swiftly as possible. When there are issues, we attempt to resolve them as soon as personnel, customer and/or materials availability allow, but this will not always be as fast as a given customer (or ourselves) might prefer. This particularly affects our project managers, who are involved in all such projects and are consequently scheduled very tightly. Multiple such issues appear to be the case with this customers project, unfortunately, but we will continue to work through them as quickly as we are able. We have requested additional emphasis be placed on this project for this purpose.

• Initial Complaint

  Date:06/08/2025

  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 am writing to address the ongoing issue with the improperly installed door frame. Despite previous attempts to repair the water intrusion, the problem persists due to inadequate installation. This has led to increased damage in the area, causing significant concern.I request a thorough reassessment and proper repair, including replacing and waterproofing the door framing according to our contract. Immediate attention to this matter is crucial.If unresolved, I may have to explore alternatives, including seeking outside contractors or legal action, to protect my property.Please contact me to discuss the necessary corrective steps.

  

  Business Response

  Date: 06/23/2025

  Omitted is the fact that there were existing two layers of non-permitted, illegally installed wood decks and a non-permitted structural build up of a door opening all done prior to our job starting and unbeknownst to us. We presume the person filing the complaint was not made aware of these facts prior to sending this. The change order mentioned is a reasonable solution to these pre-existing conditions (which are excluded in our contract and documented by various photos sent to us by the property owner, as well our own install photos showing the condition when we started). Details of that solution (the change order mentioned) are as follows:
  
  Due to the removal of the previously installed deck, the sliding glass door and all remaining existing concrete will require removal. Once removed, Lock Tight will fill the gap with a wood 4x4 cut to fit and install Protectawrap around bottom of wood framed opening to create a waterproof seal/barrier to prevent any additional water intrusion. Sliding glass door will
  be then reinstalled and sealed. Lock Tight can come back a few days after reinstallation to perform water test. Lock Tight will warranty any leaks or deficiencies that may come from any work performed on this door.

  This change order has been executed and paid for, at this time; we will perform all work as agreed to ensure the integrity of the customer's installation.

• Initial Complaint

  Date:06/03/2025

  Type:Order 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.

  In January 20th 2025, I signed a contract with LockTight Impact Windows and Doors, *** (hereafter *** from *****, ** in the amount of $22,000 for the all-inclusive replacement of my windows and doors for new, hurricane resistant units. The contract had 2 change orders, the 1st replacing the color and the 2nd, changing the design of the front door.On May 13th, the product was delivered and installation began however, there have been several issues with the quality of installation, including poor quality finishes and damage to my property. On May 16 I sent an email to Mr. **** ***** describing multiple issues, most importantly, the fact that each door has 2 holes for lock installation when only 2+1 (2 on one side and 1 on the other) is necessary. This is how the previous doors being replaced were; this topic was never brought up by **** ***** person, **** ********. Mr. ******** identified himself as an expert with ~30 years in the industry, hence I believe it was his responsibility to ask about the number of holes in each door. Mr. ***** indicated he would consult with the *****person and the company about the door replacement as he needed approval to process. Even after multiple follow up communications and Mr. ***** addressing some of the other concerns, he never again responded to the door replacement ******** date I have fulfilled all my contractual obligations as I have paid in full for the contract however, the windows have not been yet inspected by the city and Mr. ***** has not responded to my remaining concerns. Installation was completed on May 15th. In the time thereafter I have fixed some of the installation issues, such as repairing the damaged paint and wall ********* aim from this claim is:1.- For ** to fulfill all their contractual obligations in a responsible manner.2.- For ** to replace the 2 doors that have 2 holes each for doors with 1 hole each. 3.- For ** reimburse me for the repairs and window cleaning in the amount of $1,000.

  

  Business Response

  Date: 06/17/2025

  Our general contractor ***** ******* has been in touch with the customer, and is working with them to satisfy the door issue. We appreciate the customer's willingness to do so, and look forward to a resolution on the door satisfactory to all. We have additionally tasked the install crew to provide the necessary photos required by the municipal inspector to obtain full approval on the project's permitting and close out the job successfully; we recently (as of today, 6/17) uploaded those to the inspection documentation online, and have reached out to the inspector for his approval of the photos to get that inspection. Final inspection is confirmed for 6/19.

  Customer Answer

  Date: 07/03/2025

   
  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.

  Thank you to both the BBB and Locktight for following up on my concerns.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:05/29/2025

  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.

  Front door was to supposed to have a design. Its been five weeks since they finished the job and still the front door has no design.

  

  Business Response

  Date: 05/30/2025

  The customer was first contacted in regard to his door decoration on 4/24/25, as shown in the attached image. We have been informed that the customer finally responded to our specialist as of yesterday, 5/29/25, and has been scheduled.

• Initial Complaint

  Date:05/15/2025

  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 canvased a neighborhood that has a clear no soliciting sign up. This company called me after I said no 6 times. When I contacted the company the *** said we only called you 6 times. I said that's 5 times too many after I said no. Now 6 times is all they have accounted for . I have over 15 calls + in my call history from numbers that are changed to hide that they are calling. I want this company to cease all contact with me. This is harassment.

  

  Business Response

  Date: 05/15/2025

  We have reported the customer's complaint in regard to the canvassing of his neighborhood to those reponsible.

  Otherwise, although we acknowledge there were six attempts to reach out to him while he was still considered an active prospect, we have had NO direct communication with the customer JANUARY 6 of this year. We have attached screenshots of this record for review, showing ultimately the customer was noted as having "No Interest" after which there was no attempt to reach out.

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23332483
  
  I am rejecting this response because: These numbers with no names are all representing LockTight. And just because your notes say no contact has been made since January 6 does not mean that contact has not been made and NOT notated. Please look into your companies name being used in scam calls if you have truly ceased contact attempts.
  
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 05/15/2025

  LockTight's official policy is that ALL such calls and call attempts must be documented in our system, and as shown our internal logs are clear after 1/6/25; we have no reason to attempt further contact, and it was made clear all such is to cease. If the complainant has message recordings, voice to text or other hard proof clearly showing these calls are indeed ours, we will be pleased to forward that to the responsible parties as we have their canvassing claim. We cannot otherwise prove a negative.

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23332483
  
  I am rejecting this response because:The burden of proof is not on me. Policy whether official or not is not always followed by everyone as any employer knows. I don't have a disclaimer to record individuals who call me. The complaint remains.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:05/11/2025

  Type:Order 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.

  On 5/11/2025 I received a notice ES Windows is planning to lien my home due to unpaid money from Locktight impact windows. I have never purchased windows and doors or any product from lock tight windows. The notice advised lock tight did not pay for windows for my home for which I did not order, have a contract with or plan to do any business with locktight. ES windows advised Locktight Impact gave the order number ******, but we have no contract for windows with locktight for any windows from ES windows.

  

  Business Response

  Date: 05/15/2025

  The Notice to Owner which the complainant received was issued in error by ES Windows. As stated, his project with us was canceled in rescission as of 8/6/2021, with no product order; however, due to a numerical anomaly the complainant's account was registered instead of the correct account, resulting in the Notice being issued via the third party used for the purpose. We immediately notified ES Windows of this error, after receiving notice of this complaint, and they have issued retraction of the notice along with their apology (received just prior to this response). We have attached that here, and will be emailing it separately to the complainant for their records.

  Customer Answer

  Date: 05/19/2025

   
  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:05/06/2025

  Type:Sales and Advertising 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 signed an agreement with this company last September and the project was done last week but not completed. The door they had ordered was not at the right measure. The price for all 10 windows and 3 doors was $25,000. They just informed that that due to some rooten wood and the door they had to reorder, the additional cost will be $22,000. I am outraged by thir doubling the price and need help resolving this issue with this company, that pays their customers for their review (I was offered a $100 Amazon gift card for my reviews).

  

  Business Response

  Date: 05/06/2025

  The customer is completely mistaken.

  First, their door was not mismeasured. It was measured correctly against how structures like this normally present with wood and/or concrete framing; and the door ordered would have been installed with little issue had such been the case. However, when her structure was opened up to remove her old door and add the new one, it was found that there were structural steel beams in place along the opening. There was no way of knowing this was the case until we removed the old door. A new door was therefore unavoidably required to work with the unexpected presence of this steel structure, and has already been ordered at this time.

  Second, the customer is entirely mistaken about the cost represented. The actual amount in addition needed to cover the new door and for the rotten wood properly noted is $2,200.00 (two thousand two hundred), NOT $22,000.00 as claimed. The contract is not doubled, only increased from $25,000.00 to $27,200.00. (A copy of this unsigned agreement - which has separately been sent to the customer via ******** for its approval - has been added in support of our reply.)

  Lastly, we would note the customer's unwarranted profane treatment of a number of personnel at our offices over her mistaken understanding of this situation and the actual cost involved.

  Customer Answer

  Date: 05/10/2025

   
  Complaint: 23292795
  
  I am rejecting this response because:

  Our agreement (attached) clearly states on its 1st page that wood replacement is included in the price, therefore I cannot be charged extra because of rotten wood. There is also no indication that the price of the door could change by several thousand dollars. The only indication of a price change is on page 11of 27, where it states that a labor charge of only $150.00 per opening could be incurred. 

  I also barely ever received a phone call from this company since the contract was signed on September 26th 2024, which has created a lot of frustration. My windows were finished being replaced on May 1st, and I had to make more than 6 calls over 3 days to get an answer about the wrong door being installed. I have not gotten any update about the inspection pending, more than 10 days after the installation was done. 

  I am therefore demanding that the proper front door, which was agreed upon, is installed without additional charge and that the permit be closed on a timely manner, or I will have to consider our agreement null and void.

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

  

  Business Response

  Date: 05/13/2025

  Much of this is incorrect.

  What is clearly stated on the 1st page of the customers contract with us, under Special Instructions, is that Woodbuck is replaced in every window. This refers to the bucking used to frame out openings in walls for the installation of windows and doors. This does NOT refer to damage/rotten wood found in adjoining structure which must then be repaired/replaced in order to install the bucks and windows/doors. It also does NOT refer to the additional damage to interior and exterior surfaces or structure adjoining caused by repairing the rotten wood, that must then also be repaired. (We have provided photos of some of the damage, taken prior to demolition and uncovering the full extent.)

  What is referred to on page 11 of 27, under Condition of site of residence is if a customers home has any or all openings of wood frame instead of standard concrete block construction, as additional labor is involved in the process of working with those openings. Such are always separately quoted and addressed by change order. This again does NOT refer to the issue of finding damage from rotten wood and structure or the additional repairs incurred dealing with such.

  In regard to the customers inspection, this cannot be undertaken until the correct replacement door is received from ES Windows. In the meantime, what the customer is terming the wrong door being installed is a temporary door able to fit the opening, fortunately available in our warehouse and provided solely for the purpose of securing her front entry until the replacement is received.

  We have, as mentioned previously, already ordered the replacement and are bringing it in on as expedited a basis as possible; inspection will follow, so long as contractual obligations which precede it have been met. We do NOT acknowledge the demand that this occur for no additional charge; between the rotten wood and hidden steel structure found at her entry necessitating the replacement, the company has incurred considerable extra expense for which it is reasonably due compensation per the change order provided.

  We sincerely hope the customer will finally acknowledge this and agree to the change order, so we can move forward without delay once the replacement door is received, to install, inspect and finally close her project in as expeditious a manner as possible given the situation. Under all circumstances, we will proceed as provided for under the terms and conditions of the customers contract.
  

  
  

  Customer Answer

  Date: 05/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and agree to move forward to avoid further delays. I do not have an updated contact, as the link sent has expired.

  
  
  Regards, 
  
  ******* **********

• Initial Complaint

  Date:05/04/2025

  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.

  Dear BBB,Im filing a complaint against LockTight Impact Windows, Doors, & Roofing, **** regarding a roofing job at my home. I signed a contract for a new roof at $25,500. After the job's roof shingling, the company demanded an extra $5,850 for lumber, but they never gave me a written change order or got my approval beforehand, even though the contract said they had to.When I asked about the charge, they threatened to put a lien on my home if I didnt pay. I asked for documentation, and none was provided. During the work, I also spoke to some of the crew who said they werent licensed or insured, which concerns ***** an elderly homeowner and feel pressured and misled. Im asking the BBB to help resolve this and hold the company accountable. I want the charge reviewed and to make sure LockTight follows proper practices with paperwork and subcontractors.Thank you. Sincerely,******* ******

  

  Business Response

  Date: 05/09/2025

  There are substantial differences between what the customer presents and this situation as it exists.

  Weve attached a copy of the change order for the additional materials, which was first sent to the customer via DocuSign email on 4/24/2025. We have also included a screenshot of the DocuSign folder information in support of this. As noted on the change order, we were required to replace fascia on the customers home, including lengths of double fascia. The first 30 linear feet of fascia are free of charge; any additional fascia is charged at $15.00 per linear foot. (These terms are stated in writing on the contract, as we will discuss shortly, and are inclusive of both material and labor.) A total of 340 linear ft. of fascia (185 ft. being double fascia) for $5100 and 50 linear ft. of sub fascia for $750 were required.

  Per terms of our contract (see attached copy of customers contract, signed 3/16) we cannot and do not seek customer approval for such additional materials and the repairs they involve. When we open up a roof for replacement, we are required by law to repair such damages as we find as quickly as possible, and seek any additional compensation required for it from the customer afterward. This is to the customers benefit as awaiting any approvals or similar could easily result in additional damages from ************** frequent storms among other potential issues that could arise. Details for how this is charged is provided in the Miscellaneous section on all our roofing contracts (in this case, please reference page 4 of 31).

  We provide all customers with documentation of such charges in the form of change orders (such as the previously mentioned and attached) and detailed photographs of the extra materials and work. Photos of this work on the customers property were offered to be provided along with their change order, but the customer has refused to allow us to even consider them previously. We have uploaded a selection of these photos in supporting examples.

  LockTight Impact Windows, Doors, and Roofing, **** is a fully licensed contractor with the state of Florida; our license numbers are included on our contracts (see page 1 of the attached contract). In addition, we maintain full insurance for our crews/projects.

  All basic customer documentation is available to them on request at any time; no such separate request was made by the customer, or we would have been quick to provide it in the interests of working with them and coming to an agreement.

  Dispute arose from the customers refusal to consider the documents and photos that were/are available, and refusing under all circumstances to pay for the additional required repairs. The intrusion of the customers son into the matter did not help this issue, instead serving to exacerbate it. Had the customer been willing to discuss and negotiate this situation with us, we would have been pleased to work with them and potentially offer discounts. But completion of their installation and approval of their municipal final inspection coupled with their continued flat refusals have forced this matter into our legal process, including recording a contractors lien to protect the companys interests and turning the file over to our legal team to pursue and conclude the matter.
  

  
  

  

  Business Response

  Date: 05/09/2025

  Attaching the unsigned change order that should have been included with the original response.