Complaints

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

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  Mister Window

  1610 12th St E STE A Palmetto, FL 34221-6431

  
• 

  Mister Window

  14121 Stilton St Tampa, FL 33626-5005

• 

  Mister Window

  360 Central Ave Ste 800 St Petersburg, FL 33701-3984

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:08/11/2025

  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.

  We contracted Mister Window to replace our windows, sliding glass doors, and front entrance door in November 2024. The windows and sliding doors were financed, and we put 1/2 deposit down on the entrance door. Mister Window and I agreed on a final scope change to include their responsibility to obtain permits, pass county inspection, and install permitted windows. Mister Window put 16 windows and the glass doors in my home in February 2025. The entrance door was on order. The window installation failed Pasco county inspection twice (March and April I believe). It turns out, they never applied for the window installation permit. The permit they submitted for the original installation was ony for the entrance door. The entrance door arrived in June, after two failed inspections, was installed in July. It was reinspected by the county inspection July and it failed again. Two of the windows installed are not approved by state of *******. 4-5 windows will not open and close properly.

  

  Business Response

  Date: 08/11/2025

  Hi Mr. ************ wanted to clarify a few pointssince we have two separate projects, all permits have been adjusted to reflect the correct number of windows and doors. As mentioned last week, our Service Manager, ****, is scheduled to be onsite this Thursday to ensure everything is ready for inspection, and the customer is already aware of this plan. We previously failed inspection due to covered fins; this visit is just to confirm that the jamb mounts are in placenot related to window operation or anything missing.

• Initial Complaint

  Date:07/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mister Window came out on 2/28/25 and gave me a quote to replace my front window damaged during Hurricane **** I signed a contract and gave a 50% deposit. Since that time all I have gotten is excuses as to why the permit has not been issued and when my window will be installed. I have spoken to *****, **** and **** and get the same answer, we are working on it and will get back to you. I have called and emailed numerous times with the same story over and over. The last call on 6/25/25 **** informed me my permit will be done that week and still nothing is done. I cant get a call back or an honest answer and ignore my requests for a refund. I posted a review about this situation that was promptly removed by the company and they went as far as changing their ******** profile that had the bad reviews on it. All I want is my window installed if they can not do the work then issue a refund. The last call I made they blamed the City of ********** permitting all I see on the citys website is resubmission required since 4/23/25. I see similar complaints from others having issues. I have been patient but as of now I would like my window installed or a refund of my $3,176 deposit.

  

  Business Response

  Date: 07/09/2025

  Hello,

  
  Thank you for your patience and understanding regarding the ongoing permitting process. We are aware of the significant issues and staffing shortages that the City of ********** has been experiencing, which have delayed permits for many projects. Please know that my team has you on our schedule, and we are doing everything we can to get your permit issued as quickly as possible. Our goal is to complete your project promptly, just as you wish, and to add another happy customer to our list.

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23557236
  
  I am rejecting this response because:
  Mister Window called and said it is the City of ********** that is holding up the permit but they have submitted all the proper documents including the Notice of Commencement and they have me scheduled for 7/16/25 to install my window. Mister Window told me that no one at the City of ********** Permitting answers the phone, that is not true. I called the City on 7/11/25 and spoke to the *************** I recorded the call. Mister Window still has not submitted the Documents required to have the permit issued since 4/23/25 when they applied for the permit. I questioned ***** as to if they were going to do the work without a permit on 7/16/25 and was told they will have it by then. I will update this response next week on 7/16/25 if Mister Window comes out with a permit to install my window. As of now their response was not truthful. The City of ********** is saying the permit will not be ready on 7/16/25 for the work to be done because the appropriate documents have not been submitted (ex: Architectural documents)  I also looked for the Notice of Commencement and that has not been filed with Lee County Florida as of yet. Im very disappointed that it is taking this long and the company not being honest with me. I just want my window to be installed or a refund if they can not do the job. 
  Sincerely,
  
  ***** ***********

  

  Business Response

  Date: 07/14/2025

  We have updated the customer step by step, Mrs. ******* on the schedule for next week, and the main issue of the permit with City of ********** have shortgae on the staffing for months actually. but we are all set to execute next week and get the job completed 

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23557236
  
  I am rejecting this response because:
  Mister Window came out on 7/16/25 without a permit from the City to install my window but wanted me to pay $2540 which I said I would pay the balance when the work was complete and it passed inspection by the City. I was then told by ******* by phone that if I did not pay they would not install my window and I would be charged $1000 rescheduling fee they told me I agreed to the payment when I signed the contract but I can not find anywhere that says that on the contract. I paid the requested amount as ******* insisted this is what my contract stated. The installers *** and ****** did a nice job but I was very uncomfortable letting them do the work without a permit from the City and as of today I still have no permit so no inspection can be done. This is just bad business practice. They sent the installers with a bunch of paperwork trying to say it was the permit which it was not. It is not normal to have a Company strong arm you for almost the entire amount of a project that they know a permit is required as payment is usually upon passing inspection. At this point I have no idea if this project will pass inspection or even when a permit will be issued. Mister Window will blame it on the City of ********** which is ridiculous as there is no way it would take the City 5 months to issue a permit. If Mister Window doesnt know what is required to apply for a permit to install windows there is a major problem. I will not be accepting any response from them until I see a permit issued and an inspector coming to my house and letting me know that the window is installed properly and to Florida Code. 
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:03/21/2025

  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.

  Decided to use Mister Window for 07 impact windows. Salesman was assistant CEO and was very polite, assured us a hassle free experience and approximately 2 day job for completion. The job started in January 2025 and is still not complete. This has been an anxiety rollercoaster of an experience! It is not a good feeling to come home daily and you and your family have to look at a deformed home from the work that is still not complete from installing windows. First crew came out, rushed through job and were done in approximately 7 hours. They broke 2 of our shutters, installed the rest of shutters crooked, left trash and did the worst caulking job on exterior that Ive ever seen. Texted are sales representative, the assistant CEO and was ghosted. Called Mister Window office number to complain and was informed the assistant CEO no longer worked there. I expressed my frustrations to office person who said they would send a different crew out to correct mistakes then county would come out to inspect. 1 week later a different crew came out corrected the exterior caulking job but when county inspector came out he failed us because he could not visibly see any hardware or fins. They also broke more shutters. Crew came back out to tear off panels, tape and county came to inspect for 2nd time and we failed again. Inspector said windows were altered top and bottom, wood exposed and fins have been cut. I called to complain to Mister Window again and they assured me a meeting has been done and crew knows what needs to be repaired. We scheduled for these corrections to be done on Tuesday, 3/18. Mister Window called me the morning of to ask me what specifically the inspector said. This was not reassuring. Guy on phone said they didnt agree with county and will not send crew out till they get more info. Ive yet to hear from management or get an update. We just want our job completed and a call from management and I am happy to remove any negative reviews.

  Customer Answer

  Date: 04/16/2025

  I am responding in regards to BBB. 

   

  I received email from BBB stating my complaint still had no been responded to by Mister Window and to notify you if they reached out to me.

   

  They did reach out to me but not because of this complaint that Im aware of.

   

  Mister Window did send a crew out to complete the job, reimburse us for our broken shutters and we did pass inspection finally.

   

  I still want to leave a review on this website about our experience. 

   

  Thank you,

   

  ******* ******

  Sent from my iPhone

• Initial Complaint

  Date:03/18/2025

  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 full details of this complaint are very important to me and my case. Therefore, I am attaching the full complaint as a supporting document. There was not enough room here to include all the details.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23082878
  

  I did hear from Mister Window. They did not respond through the BBB but through my Realtor. She stepped in to assist me with this ongoing problem. We met with Pony Loka and one of his site managers, ****** *****. If the rest of this email doesn't apply because they did not reach out through the BBB, please disregard. I will include in case it is relevant and to keep a record of what has transpired. 

   

  It was not a good meeting. I felt uncomfortable, especially around *** ****, who I had already tried to negotiate with through email. I don't know why he couldn't reach out through the BBB, because then we would have had a mediator, and we need that. Both my Realtor and I found them to constantly interrupt us rather than listen to us, as we were trying to describe how unpleasant this experience has been. *** **** was especially defensive and condescending. He would not even admit the door was ordered incorrectly. He continues to say that since I signed the contract, I must have approved of it. That is incorrect and I cannot back this up because he fired the ** of sales, who was the one who was responsible for the order. (He also denies that this person was dishonest and lacked scruples, and that is why he was fired. THREE of his employees shared this with me. He, however, denies it.)

   

  In the end, they called to offer me $1500 rather than the $2400 I have asked for. It was *** ***** who called. I have never been talked to so rudely by someone was trying to negotiate with me for a RESOLUTION. He stated numerous times that they didn't "HAVE to come to my house or HAVE to try to help me," but that they wanted me to be happy, so they were making an exception. Who says this? Especially in a rude, condescending manner? They want me to be happy so they treat me like a child and interrupt me every 2 minutes? He even raised his voice with me on the phone! I had to *ask* him to speak to me civilly. It was hard to wrap my head around. They failed to show me any respect or regret over what has transpired.

   

  What is even worse is that *** ****** after meeting me in person the day before and shaking my hand, did not know my first name. He had to ask me my first name when I told him to check his email for my response. Then when he called back, he pronounced my name Miss Falooso rather than Miss ******. What kind of a company sends a mediator/manager who doesn't even know your name? After meeting you in person?? And speaks to you so harshly?

   

  *** ***** tried to get me to accept the lower amount. He even added $200 to make it $1700, but that is $700 below what I have been asking. (And remember, I'm only asking for 50% of what the door cost!) To accept this lower amount, when they have not once admitted it was a mistake on their part and have not once admitted to ANY of the other unkept promises that their (fired) ** of sales offered me, while also being incredibly rude and offensive - it was not something I could accept. Especially because they wanted me to sign an "agreement" that I would take down all of my  negative reviews. It felt like I would be signing an ***, and I cannot do that under good conscience. People should know how poorly I have been treated. If they would like to negotiate through you, I would be open to that. I do not wish to speak to either of these gentlemen again, either in person or through email. The only employee who showed me any kindness was ****** and I am not sure if he even works there anymore. 

   

  Thank you,

   

  **** ******

   

  

  Business Response

  Date: 04/19/2025

  Hello, 

   

  I wanted to update you that all the projects have been completed for you in a timely manner. Regarding the $1000 check we gave you to hold against Mister Window as a good faith gesture, please understand that per our contract, we process our loan upon substantial completion. Since you had not made any payments to Mister Window until the windows were fully installed, we wanted to ensure you feel confident and safe in our integrity and commitment to customer satisfaction.
  Originally, you ordered a flushed door, and as per the contract you signedincluding the scope of work and the approved sketchwe proceeded with that order. We did experience delays with the door delivery because the two door manufacturers we worked with were acquired by another company, which temporarily slowed down the process. We kept you informed throughout these changes.
  Once the door was installed according to the contract, you expressed dissatisfaction with its appearance. Though no errors were made on our part, my team and I have gone above and beyond to offer various solutions to make sure you are happy. I personally offered a door from a new company at my cost, covering the installation, but that option was declined. I then offered to absorb 30% of the cost of a new door you would choose, plus installation, which was also declined.
  We even visited you in person to present new options and agreed to install inserts into your existing door, covering the costs for those inserts and installation. Despite all these efforts and multiple refund offers of $800, $1,500, and $1,700, you have insisted on a refund of $2,400. At this point, we feel that the repeated refusals and demands are unfair and may be an attempt to take advantage of our willingness to be accommodating and kind.

   

  Thanks!

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23082878
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:09/25/2024

  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 3 hurricane windows at $7080.00 in Feb. *******. Since installed I've has several problems with leaking. They have come out of at least 3-4 times to do evals and repairs and as of today, 9/24/24, they still leak. They keep giving me the runaround but I can tell they are not installed properly and on Aug. 4th, due to the hurricane, I had major flooding due to these windows. And now I have interior damages. I called them and they came out on 8/7, 8/16 and 9/3 to review and as of 9/24, they have not reached back out to me on repairs.This company has given me the run around for the past 3 years giving me excuses and the windows keep leaking. The interlock mechanism keeps breaking and they don't align properly. I have requested several times to replace these windows, and they just want to keep repairing then and I'm afraid when the warranty runs out. I will have more problems with them. In fact, every time I call, they act like it's the first time I'm calling. This is ridiculous. My insurance company denied my flooding claim saying it's because of the windows and the damages are over $35,000!I'm hoping you can assist me in getting this situation taken care of. I've already hired an attorney to fight the insurance company, because of other issues unrelated to the flooding, although the windows did largely contribute to water damage.

  

  Business Response

  Date: 10/13/2024

  Hello, 

   

  We tested the windows to make sure they were performing per the manufacturer's specifications, and we have passed inspection from the county at the time. In other words, to ensure that our installation was not causing any water intrusion and that there was no defect in the product itself. 
  
  Wind speeds used to test water intrusion by the manufacturers with product approvals in the State of ******* are far lower than the speeds experienced at your location during hurricane ******. This is not a failure of the product or installation. The windows are just not designed to keep all water out at 100+ MPH wind speeds. on the other hand we have completed the project on 2021 and we have taken care of every request regarding any warranty you had over the course of the past 3-4 years. 
  
  If you would like I'm happy to send you some documentation on this showing the wind speeds that the doors are tested to for the purposes of water intrusion. 

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22331761
  
  I am rejecting this response because:  Yes, initially they passed inspection but then fell off alignment.

  I have repeatedly requested Mister Window to repair the malfunctioning windows for the past 2 years!

  They have made 7 visits to my unit since August 4th and I kept getting the runaround. Had to keep calling them and track them down, so to speak.

  AFTER I submitted my complaint to BBB, they are finally stepping up to re-installing them and I now have a confirmed date of 10/24/24. They asked me to rescind my complaint with you, and I will after the work is completed. I'm just sorry that it took a complaint to get their attention.

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

  

  Business Response

  Date: 11/04/2024

   

  Hello

  I hope this message finds you well.

  
  I wanted to follow up regarding your recent concerns about the windows we installed. As you know, we visited your property last week to reinstall the windows and have scheduled another visit on 11/6/24 this morning to further address the same three windows.
  I would like to remind you that our installation has passed inspection by the county, and we have made multiple visits to ensure your satisfaction. We are committed to resolving any issues you may have, and I kindly ask that you acknowledge the efforts we have made in our communications.
  We appreciate your understanding and cooperation as we work together to resolve this matter. Please feel free to reach out if you have any further questions or concerns.

  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22331761
  
  I am rejecting this response because: Mr. ********************** only fixed one window so far. They were supposed to come out on 11/6 in the morning and its 1:47 and I havent heard from them today when they are arriving. As soon as they complete this problem.. then I will let you know. I did reach out to them this afternoon and they again rescheduled for the 12th. I told him how much I was unhappy with this, but what can I do. So right now I am still not happy about this process.

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

  

  Business Response

  Date: 11/08/2024

  Hello **** ******, 

   

  Till now and after 3-4 years from the installation and we still helping you, and dedicated to get you happy & satisfied. My team will reach out to you again to see what other concerns you have. 

   

  Thanks! 

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22331761
  
  I am rejecting this response because: once again they cancelled my appointment scheduled for 11/6 and called the wrong number to inform me. I found this out after I called to find out why they didnt show up for the appointment. I agree they are trying to help but their service record has not been acceptable. They have been to my home more than several times with excuses for a quick fix  and finally someone agreed that the window was in fact in need of repairs due to having a broken part that they were trying to fix with caulking it!!! This took almost 10 visits!!! It is now rescheduled for 11/12.  Overall I have been complaining about this on AUG. 3rd. It is now going into the 4th month of trying to get this repair resolved. I just want my window repaired and if it happens again. I want it replaced.  On another note: Ive been complaining about this window before this situation started. They always did small repairs like caulking, sealing replacement etc. but the window was always compromised during storms and now with warranty soon to run out, Im afraid that it may have to be replaced and Ill be stuck purchasing a new window after 5 years of having this one installed because they never fully addressed the problem sooner. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:08/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** sold me a financing option for the work saying that the financing was free.I was then given a sales receipt indicating a dealer financing charge of $1022.92. Why am I charged a financing fee if it was free. I could have paid another way if I had known there was charge. I asked if there was a discount for cash and the salesman said no. There was also an additional $102 added to the financing which I was told was charged by the state of *******. That charge shows as $59. I have asked repeatedly where the additional $42 comes from to no avail. Nobody seems to be able to explain ***** seems that the management of this company is not very responsive and they dont seem to know what they are doing. This job was started in April and was finally completed in July.

  

  Business Response

  Date: 08/27/2024

  Hello

  
  I hope this message finds you well.

  
  I would like to clarify that our customers have not incurred any fees for the loan, and the cash deal is equivalent to the loan terms. Mister Window is responsible for managing the fees associated with these transactions.
  If a customer expresses the need for assistance, we can issue a check for $42 to help facilitate the resolution and ensure the matter is closed promptly.
  Thank you for your attention to this matter.

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22188754
  
  I am rejecting this response because: They have agreed to  refund the $42 fee but have not addressed the $1022 on my receipt.  If this amount was not part of my bill then why is it there?  
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 09/05/2024

  We have mailed the customer check already for that amount, so we can close the complaint. Customer never charged fees from our behalf and Cash is the same like financing we eat any diffrenes as a company. and As I mentioned as a curtosy move we have mailed check to the customer already 

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22188754
  
  I am rejecting this response because:
  I see that they claim that they sent a refund for the $42 which is a lie.  They have been saying that since June.  I have not gotten any refund.

  What a way to do business!

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

  

  Business Response

  Date: 09/18/2024

  Per my last email, we have sent the customer a check for $42. We want to ensure that there are no misunderstandings regarding this matter. If the amount in question is indeed $42, please provide us with the address where you would like the check to be sent, and we will promptly issue a new check.

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22188754
  
  I am rejecting this response because:
  It seems to me that after 5 months and my multiple contacts with your office, you should have known what my address is.  I will not be entering personal information here.  I will call the phone # entered here tomorrow with the information you requested.

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

  

  Business Response

  Date: 09/25/2024

  We will be happy to send you another check for $42 to your address, and we want to confirm it's the same address we have in our system. 

  Also you can contact me on **********************************************************

• Initial Complaint

  Date:05/10/2024

  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.

  May ******* we purchased 2 windows from Mister June ******* they open a Permit with the City of ************ expired December 2021. In 2024 We are purchasing new windows NOT from Mister Window.April 18 We received an email from **********************. We had an open permit from June 20 2021 that expired in December 2021 and Mister window never reinstated nor pay a fee. That's the first we heard of that. We contacted Mister Window April 19th 2024 spoke to ***** she said they would take care of it. I called again 23rd she thing.April 29th We went to ********* the lady called a **** that handles the permit and send him the information to pay the reopen the permit so we can get Inspector to make sure window is up to code. Is making me feel like maybe is not. Mister Window has disappointed us. I would not recommend them.

  

  Business Response

  Date: 08/16/2024

  We were using a company year ago called skytech, and they were doing the virtual inspections for us, and they notified us that Mrs. **** permit was closed but looks like it wasn't for some reason so right now we are working to extend the permit and have it re inspect it and close it out. 

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 21694780
  
  I am rejecting this response because:
  I spoke with *************** back in July 8th 2024. *************** told me the same thing.

  *************** send a couple of guys to look at our window July 18 2024.I have called him several times about our window. We haven't heard from *************** or the other gentleman. It seems like they don't care about unhappy customers. 

   

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

  

  Business Response

  Date: 08/27/2024

  Hello, 

  I wanted to follow up regarding the recent communication with *****************. I have informed her that she has a 30-day window to raise any concerns about the installation. As per our policy, complaints regarding the product ordered cannot be accepted after four years.
  To support this, I have attached the contract that ***************** signed at the time of installation, which clearly outlines the specifications of the two windows she received. Additionally, given the size of her project, I believe it is unlikely that any details were overlooked during the installation process.

  
  Please let me know if you need any further information or assistance regarding this matter.

• Initial Complaint

  Date:03/06/2024

  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.

  Timeline 12/5/23 Contract Signed Estimated Delivery Per Contract: 4-12 weeks 13 weeks (3/5/24)1/29/24 Start Date 2/1/24 (Day 5 of what was communicated to be a 3-day job) Failed inspection (for poor window installation missing fasteners and improper permit (missing block work) oInstaller was fired - homeowners not notified oProperty left in unsatisfactory condition and unsafe for a home where two small children are present oExposed fasteners (loose screws and nails left in interior of home - kitchen partial fill window area) oSill in kitchen left loose and could be pulled out by hand (safety issue with small children in house) oBroken windows (old) left on property oMortar in yard oMortar chunks in home in both fill areas ****** paid to date (90%) $14,400 of $16,000 total job value Dispute: Contractor has failed to demonstrate progress on unpermitted improperly installed block filled windows. Outstanding items o1/2 fill window (dining room) - improper install (block installed against drywall); this is opening 7 on the scope of work o1/2 fill window (kitchen) - improper install (failed fastener inspection) and block wall leaks; this is opening 5 on scope of work oScreens for all windows not delivered and not able to be located. Allegedly re-ordered, no confirmation or proof this activity has taken place Point of sale issues: **************** has performed partial window fills previously (given lack of understanding for required drawings, drawing delays and permitting issues, this seems untrue) Attempted Resolution: The contractor has been somewhat responsive to text/email but has provided no tangible demonstration of progress (engineer drawings/revised permit) in one month homeowner has requested physical proof of effort given delays. Contractor continuously fails to provide any physical proof of effort despite repeated requests from homeowner.Contract 8227-1

  

  Business Response

  Date: 03/29/2024

  Our operations team made in error in the type of permit applied for to complete this project. The error not only has caused a delay in the delivery of the finished project but also has created a customer experience that is not acceptable to our Company.

  We realize the frustration in this case and are working daily to correct the issue as soon as possible. The type of permit that is required for this project takes longer to be approved than a standard size for size window and door permit. We continue to work with the building department to address their comments and get the permit issued and work completed as quickly as possible.

  The customer has been provided with the permit number under review and the engineering documents submitted with the application. We continue to work towards the shared goal of closing this project out as contracted. 

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21384796
  
  I am rejecting this response because:

  The permitting issue has been ongoing for 8 weeks. My husband and I went to the permitting office and they explained the company had not provided the appropriate documentation needed to pass the revised permit through. After leaving that permit unresolved for two weeks ************** closed the attempt for permit revision. As far as we are aware the company has no outstanding attempt to resolve the permitting issue, nor did they provide this update to us.

  As a result of their negligence and prolonged attempt at resolution we are pursuing alternative methods of resolution. The work they completed on our home leaks, has voids, is cracking at installation joins and is generally unsafe. We have provided the company our financial position outlining a dispute for services they have not rendered as our opinion after this prolonged period of unresolved issues we perceive them to be in breach of contract.

  With small children in our home we are pursuing expedient resolution, the company has demonstrated an inability to complete and resolve the issue they have created in our home. Their communication has been lackluster, inconsistent and dishonest; our sole intent is to return our home to a safe condition to for our family (this has been our priority and the company has been disrespectful and not urgent in their resolution). 
  

  Their lack of urgency is additionally demonstrated in taking nearly 1 month to respond to this complaint and taking two weeks to file the revised permit only for it to be cancelled 12 days ago to which they have provided us no communication.

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

• Initial Complaint

  Date:01/03/2024

  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 contacted Mr. ********************** in Palmetto in Sept, 2023 to have our windows and doors replaced with impact windows and doors. ***************** came out and we discussed our window and door needs in detail. We were to have all impact doors and windows with the back door to have a window that opened with a screen like the one we were having replaced. I placed a $6000. deposit at the beginning of Oct. When they came out in Dec. They were about to install a door with no window that opened and no screen. I told them it was supposed to be with a window and screen and to put my previous door back up. I was told it was an easy fix for them to come back and replace the window. I spoke with **** again and he said he would order the correct one. We paid another $6000. leaving a 10% balance to be pain when the work was completed. I never did hear back from them and still have the wrong door up.

  

  Business Response

  Date: 01/31/2024

  Our team uses a Final Scope of Work document which clearly outlines the products being ordered for each project. The purpose of this document is to picture and describe in detail what exactly is being ordered to avoid any disconnect in expectations at installation. For this project, the customer approved a half lite door which is pictured in the attached Final Scope of Work signed by the customer. This is the door that was ordered and installed. 

  The customers sales representative did have a conversation about the door with the customer after the installation. It was explained that we installed the correct door per the Final Scope of Work. Further, we could offer to change the glass insert in the door to the preferred style in this type of scenario, at our cost, but there is not an operating window door insert available in impact (hurricane-rated).

  We are unable to deliver the solution requested by the customer because it is not available for purchase. Additionally, we have now completed the installation of all of the products per our Final Scope of Work and have not been paid the balance of the contract amount for our services. 

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21086671
  
  I am rejecting this response because: I discussed in detail with **** my need for a window with screen in back door. The page they sent does not show my signature or initials for the door they sent in response. When they started to install the wrong door, I stopped them immediately and asked for my old door to be put back up since it was the wrong door they were installing. This was within minutes of my old door being taken down and I was told they no longer had my old door and that it would be an easy fix to take out the window and install the proper window with screen that I had discussed with **** prior to my making a payment. I was then told by **** they would order the correct door with window and screen and contact me once they received it. Instead of being contacted as promised with the proper door, I received a letter from an attorney. I don't how this place stays in business with all the scams against disabled seniors. They are very dishonest and scammers.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mr ********************** confirmed black slider door handles at no extra cost on 9/16/22. However, Mr ********************** shipped white handles and we notified Mr ********************** of the error on 02/20/23, shortly after installation. Despite repeated attempts to resolve on our own, Mr ********************** has refused to provide/install the black handles which were confirmed at no extra cost (see attachments). We paid the full amount of $113,845 which we believed included the black handles/installation.Our Mr ********************** experience with was nothing short of absolutely terrible:We asked for black slider handles to match other black hardware; there is email proof that Mr ********************** agreed to provide the black handles at no additional fee Mr ********************** falsely communicated product delivery date of 11/1 (note that most products delivered 2/17 and some are still outstanding with no scheduled delivery)Mr ********************** falsely communicated financing (promised 100%, received 0%)Mr ********************** unlocked then entered a locked room without authorization resulting in major issues for client, including but not limited to identity theft and bank fraud Mr ********************** accused client of breaking locks Mr ********************** installation hastily and unthoroughly done; client had to call and email to have crews come back two more times to accurately complete work ocrews did not clean up after installation; the egregious amount of dust left behind has caused our family to experience strong side effects similar to pollen allergies orooms left in state of disarray (children's bedrooms, bathrooms, office)omultiple poorly installed window and slider door locks owindow frames dented oseveral screens were not installed ointerior materials for windows left outside and strewn about our home ocurtain rod hardware materials missing oone damaged screen o$2200 of stucco damage caused to exterior of house (client has quote to repair)oAs of 3/28/23, some windows are still not properly and finally installed as they are missing pieces to complete installation

  

  Business Response

  Date: 04/20/2023

  We have been working with the consumer directly on resolving her concerns. She advised us she would be contacting BBB to close this complaint as resolved and we are asking that she request for it not to be published.

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19904550
  
  I am rejecting this response because:

   

  Client ********** rejects Mr **********************'s settlement agreement based on Point 4, detailed below, the outrageously unfair removal of any installation warranty on a $114,000 window and door order/full payment.  That removal creates an incredibly lopsided agreement in Mr **********************'s favor and destroys the notion of a fair and honest settlement.
  It is unfortunate that Mr ********************** cannot compromise on a roughly $3,000 issue with a quid-pro-quo agreement.  Mr **********************'s notion to absolve itself from installation liability on glass windows and doors that can cause major bodily harm or structural damage is the furthest from a fair compromise as possible.
  
  
  4. The Parties hereby agree that Mr. ********************** shall have no liability or obligation whatsoever with respect to Contract or any of the work performed under the Contract, including, without limitation, any liability or obligation relating to warranties or repairs as a result of defective materials, products or workmanship. Parties acknowledge that the manufacturers warranty shall remain in full effect. Should the need to submit a claim under the manufacturers warranty arise, Mr. ********************** agrees to provide information to ************************ as needed to submit a warranty claim directly to PGT or through another PGT dealer.
  
  5. The Parties expressly agree and acknowledge that this Settlement Agreement represents the final set

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

  

  Business Response

  Date: 05/09/2023

  
  Mister Window follows a detailed process with every project to ensure that the customer understands the options available for each window and door and that the order matches the options chosen by the customer. The document that outlines these details is called the Final Scope of Work. It is reviewed with the customer during the field measure and signed by the customer prior to ordering any ********************* or doors. 
  
  The email that has been provided by the customer in this case was sent on 9/16/2022 to their sales representative. The response to the email was that black handles are available and there would be no additional charge for black finish as opposed to white. Our field measure was conducted on 10/13/2022, at which time the Final Scope of Work was reviewed with the customer, including notes on the handle type and finish color contemporary handles in white finish to match white sliding glass doors (see attached PDF). 
  
  Per the Final Scope of Work, the sliding glass doors for this project were ordered with contemporary white handles. When the customer indicated, during the installation, that they prefer a black finish for the handles, we offered to order the handles at our cost and install free of charge. The customer declined this offer. 
  
  We reached out to the customer directly following the filing of their BBB complaint to understand what outstanding items remained to reach the desired resolution of complaint - finishing the project. The customer indicated that replacing the white sliding glass door handles with black handles was the only remaining item to be addressed. 
  
  Mister Window offered to enter into a settlement agreement with the customer to reach the desired outcome. As part of this agreement, we would pay for the black handles and installation of the handles. The customer would agree to give up their ********************** installation warranty. In this situation, we are being asked to accept less than the full amount for our products and services. We believe it is fair to ask that the customer give up something as well. The customer declined this offer. 
  
  We are sorry to hear that the customers experience overall has been poor. Our team is always working to improve, so we appreciate feedback that we can use to do so. In response to the customers other points in the complaint: 
  
  Mr Window falsely communicated product delivery date of 11/1 (note that most products delivered 2/17 and some are still outstanding with no scheduled delivery)
  
  Estimated lead times were communicated to the customer upon signature of the contract on 8/19/2022. We received a deposit on 9/19/2022 and performed the field measure on 10/13/2022. With 13-week lead times at the time of the field measure, the customer was informed that the installation would likely take place mid to late January. The customer considered cancelling the project at that time due to the estimated delivery date but chose to continue with the project. 
  
  Mr Window falsely communicated financing (promised 100%, received 0%) 
  
  Mister Window uses a third-party financing company to offer financing plans to our customers. The process used to evaluate customer credit and issue new loans is outside of our control. To assist the customer in this case, we offered to finance the project in-house, which they selected to do. 
  
  Mr Window unlocked then entered a locked room without authorization resulting in major issues for client, including but not limited to identity theft and bank fraud
  
  The customer was not present at the first day of installation. Mister Window was not informed of any rooms that should be avoided during the installation. In this case, we had a window that was contracted to be installed in the room that was locked. The window was removed from the outside before the install team discovered that the door was locked. We entered the room to install the window and get the customers house secure for the night. 
  
  We regret that the customer has been the victim of identity theft. However, there is no indication that this was related to the activities of our installation team. The most consistent feedback we get from customers is related to the professionalism of and respect shown by our install teams in the customers home. 
  
  Mr Window accused client of breaking locks 
  
  The customer has ******************** operating control devices (****) installed, per Florida Building Code, on several windows on the second floor. Attempting to fully open the window, without first disengaging the ***** can lead to these ****s breaking. This sounds like a failure of the team to properly walk through the **** operation with the customer. ****s that were damaged have been replaced free of charge. 
  
  Mr Window installation hastily and unthoroughly done; client had to call and email to have crews come back two more times to accurately complete work
  
  As of our latest contact with the customer, no items remain to be addressed other than the discrepancy related to handle color. 
  
  crews did not clean up after installation; the egregious amount of dust left behind has caused our family to experience strong side effects similar to pollen allergies
  
  Window and door installation can create a significant amount of dust. Particularly when cutting out nail fin windows, which there were several on this project. While our team takes measures to reduce the amount of dust which enters the home and cover areas where it will collect, dust will ultimately make its way into the home during the installation process. 
  
  rooms left in state of disarray (children's bedrooms, bathrooms, office) 
  
  Customers are asked to remove blinds and clear a path to the openings for access during installation. Our installation teams can assist with this as a courtesy, but will only move furniture, blinds and other items which may limit our access, as was done in this case. 
  
  multiple poorly installed window and slider door locks 
  
  As of our latest contact with the customer, no items remain to be addressed other than the discrepancy related to handle color. 
  
  window frames dented 
  
  As of our latest contact with the customer, no items remain to be addressed other than the discrepancy related to handle color. 
  
  several screens were not installed 
  
  As of our latest contact with the customer, no items remain to be addressed other than the discrepancy related to handle color. All screens have been installed. 
  
  interior materials for windows left outside and strewn about our home
  
  As of our latest contact with the customer, no items remain to be addressed other than the discrepancy related to handle color. All materials have been installed. 
  
  curtain rod hardware materials missing 
  
  As of our latest contact with the customer, no items remain to be addressed other than the discrepancy related to handle color. 
  
  one damaged screen 
  
  As of our latest contact with the customer, no items remain to be addressed other than the discrepancy related to handle color. All screens have been repaired.  
  
  $2200 of stucco damage caused to exterior of house (client has quote to repair) 
  
  Customer is referring to $2,200 in painting that needed performed where our teams cut out existing windows and repaired the stucco. As outlined in our Final Scope of Work, we will complete all stucco repair. The customer is responsible for touch up paint where applicable. The areas where stucco repair and painting would need to occur were also reviewed with the customer during the field measure. 
  
  As of 3/28/23, some windows are still not properly and finally installed as they are missing pieces to complete installation
  
  As of our latest contact with the customer, no items remain to be addressed other than the discrepancy related to handle color.

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 19904550
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

   

  Mr. Window provided an admission of guilt for many of the issues that the Client (****** and *******************************) experienced during the project. However,Mr. Window did not provide a resolution.
  
  Under ******* Law, electronic communication of agreements on a service is considered a Contract for Services Due.  The Clients email communication with *******************, VP of Sales at Mr. *********************** dated 09/16/2022,shows a clear agreement for products and services, along with ************** name,title, and company information.  The email exchange is thus a contract that precedes the more formal version sent months later. 
  The email exchange with ************** shows that the Clients preferred handle color and style would be provided at no charge to the $114,000 window and door package. 
  See below email proof examples A and B (previously provided in original complaint).  
  Therefore, the Client stands by their original request to have the mutually agreed-upon contract fulfilled and the black handles be purchased and installed at no charge.
  
  Mr. Window did not act in good faith negotiation with Client.  Trading installation liability and warranty for door handles is egregious. 
  Client has a set of sliders that are already falling out of the frame and a set of doors that is not functioning properly, so Mr. *********************** attempt to abdicate responsibility and warranty raises questions about their abilities and ethics. 
  Mr. Window also threatened the Client two times with potential liens on the clients home. That in no way is an example of good faith.
  
  Client therefore requests immediate action: 
  Return to install site to fix sliders falling out of the wall and French doors that do not function properly
  Fulfill the electronic contract agreed upon via email to install the correct handles
  
  
  Attachments:
  Sliders falling out of frame
  French Doors not functioning properly
  
  
  Example A: ******************* email to *********************************, dated 9/16/2022,confirming the black handles 'at no charge'

  Example B: ********************************* to ******************* indicating the desired product, dated 09/16/2022:
  

  

  Business Response

  Date: 06/13/2023

  Our field measure process continues to be improved each week. It's our goal to make sure that our customers understand what window and door options they have and they we order per their preference. The Final Scope of Work document was actually created to avoid this very type of scenario. Where multiple lines of communication or documents cause a difference between expectations and what is installed in the customers home. That's why our team spends so much time on a detailed Scope of Work and reviews this all in person with the customer before any order is placed. 

  The first page of the Final Scope of Work states "The Final Scope of Work amends the Agreement between the Customer and ********************** to reflect the final details of your project and any changes in price due to changes in the scope of work". While we understand that the customer at one time inquired about black handles, white handles are what was outlined in the Final Scope of Work and what was ordered and installed. When we do not deliver what is noted on the Final Scope of Work, any cost of reordering is our responsibility. When we are asked to reorder a product that is different than that agreed upon, then we ask to be compensated for that cost. That is what we have asked in this event.

  We visited the customers home last week to address one issue with a sliding glass door and french door operation issue that was referenced in the latest response. The photos provided of the sliding glass door cracked frame appear to be photos of drywall damage surrounding the sliding glass door. This was not something brought to our attention during our last visit. We will contact the customer to address this item and will continue to stand by our installation warranty.