Complaints

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• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Liberty Impact Windows and Doors went under contract to complete the removal of existing windows and doors as well as the installation of new hurricane proof windows and doors. The contract was executed in April 2021 and the job has still yet to be completed. We are finally at the point where the only things we have left to complete are the screens on 2-3 windows that never came in, as well as, the intermittently non-functioning front door handle/lock. This has become a fire hazard at this point. There are only 4 escape routes from the home, excluding windows. 2 of which require passage through the kitchen for access (the most likely place of a house fire), the front door, and one rear door that has a wall between it and the kitchen. Liberty Impact Windows and Doors has been unresponsive for the most part. One of the most recent times a representative does reach out, Im threatened with a lien placed against the property for not paying the remaining amount of money on the contract, that they have yet to complete. A repairman called once, with an attempted immediate call back and even texting, without a response back. This was back in the middle of November. This company has been nothing but unprofessional, rude, and untimely. Something needs to be done to prevent this from happening to other people and to ensure the service, per contract almost 2 years in the making, is completed.

  Business Response

  Date: 02/28/2023

  Hello,

  My name is ***************************** and I'm the Project Manager for Liberty Impact Windows. While I can admit that there were issues caused by our supplier ESW windows what is being said is not accurate. The first thing I'd like to address is that I have personally been to this residence now four separate times to try and rectify the issues. Two of those times he either wasn't home or refused to answer the gate. Our service tech **** had the same issue. We did finally get ESW out to the house to look at the window balancer issues which they agreed their product was not working correctly. They then sent us those balancers, even though that's an ESW warranty issue we had our installers replace at our cost.

  Attached is his "proof" that he owes us nothing on the balance according to him. He does in fact owe this company $4,951.50. If you look at his "proof" he paid for a service outside of our install for which we owe him, you should notice that we don't repair log cabins or are responsible per signed contract for removing the rotten wood and reinstalling. Both of those items I've also included. I simply asked him to supply a paid receipt for any services and we'd be happy to look at applying those to his balance when he screamed that he's not paying another cent. I told him without a paid receipt there's zero proof anything at all was paid that we should be responsible for. He refuses to supply any documentation to support his claim.

  We did warranty his door and per our contract we were able to get him a new door which we have at our warehouse. I offered to have this dropped off at his residence as our warranty is well past the year offered for labor. I offered to install the door for our cost without upcharge for which he screamed vulgarities at me saying that's "my ......... problem." And that he's not willing to pay for that or any of the balance owed. We are happy to drop off the new, free door as I offered still. 

  We realize that there were issues out of our control for which we have clearly made amends for financially on our end and we're willing to negotiate the rather large balance for an equitable resolution, but he refuses to even address those offers. We are very sorry as I have said on multiple occasions for the hiccup caused during the supply chain crisis as this product comes from Columbia. He has zero proof of any monies paid out for any repairs due to our involvement at his residence. We are simply asking for verified receipts to back any of those issues. Without those, and with his refusal to negotiate in good faith his balance will remain $4,951.50. A lien is simply our way to protect money that we currently have invested in his home should he refuse to pay, which he currently has stated he owes not a *****. 

  Please find attached the signed copy of the contract, his current balance and the only proof he's been willing to send as to why he owes nothing for products installed and passed inspection.

   

  Sincerly,

   

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

  Liberty Impact Windows & Doors

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 18652749
  
  I am rejecting this response because: It has multiple fabricated lies.

  Firstly, ******* claims that I either never showed up or 'refused to answer the gate' when they arrived. This couldn't be further from the truth. The gate at the property is a gate with a code. There is no phone on this gate for me to 'refuse to answer'. I attempted to have the gate open for them every time that they were expected. There was one instance that I was unable to meet with ******* as scheduled, but i made sure to tell him over the phone that there was an emergency at another property that I needed to tend to. However, there were many times that ******* scheduled to meet me and no showed himself. The one time he called me at the end of the day to let me know there were issues in his warehouse, which I was understanding of. 

  Attached is an email to ****, that was never followed up on, although ***************************** states in the email, "we'll be in touch shortly to make any necessary changes to the balance pending." Furthermore, I've attached two two documents. One was a screenshot of an email from a gentleman they recommended, *****, and the other for the caulking, trim and painting done for the house. This was sent to ***************************** even though he continuously insinuates that I have no proof of these invoices. I understand that Liberty is not liable for the entirety of either invoice, and I never asked them to be. But it is clear that we have paid our fair share that should have been covered by Liberty. Including the removal and installation of two windows. Unfortunately, both contractors have since passed away and I am unable to obtain paid receipts from them. I'm not sure why ******* has continued to show hostility throughout this entire process, but we would like this to be over and resolved. 

  ******* also never mentioned anything about dropping off a door or installing at his costs. He sounded as if he was holding the door hostage until he got paid. Which wasn't happening since he never got back to me like he clearly states in his email. I am still currently waiting for his response as of the time of this email.
  
  I will no longer deal with someone that continues to show such distrust, deceitfulness, and unprofessionalism. I will be contacting Liberty for a change in who I'm dealing with to get this issue reolved.

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

  Business Response

  Date: 03/30/2023

  Hello,

  Our signed states very clearly that we offer a one year labor warranty of which he is far out of. We have delivered the door as requested, but I simply stated that we are not going to install this door for free. I told him our costs for this and he refused. I suggested he pick up the warranty item from our warehouse which he more than welcome to do. 

  He also mentioned that he has not shown where the balance was paid with a verified receipt. That's because he hasn't and has said that the owner of the house, which isn't him apparently isn't happy. We will be filing a lien in this event unless he can show verified bank records or a cashed check that he has paid the large balance owed.

  Again, he is far out of warranty. I supplied all the facts which are not disputable. We did get his new door and he is welcome to come pick it up at our warehouse as I mentioned several times in between his profanity, threats and hanging up on us. 

  We will not be installing per the signed contract I attached already. If he would like to pay the install fee which I offered to do at cost. He flatly refused.

  Have him produce any real evidence of bills paid to us per the contract to satisfy the final balance and we will be more than happy to release the pending lien as is the only remedy we have as a company when a customer refuses to pay for the items they ordered, and we installed.

  His door was a warranty issue that we are not liable for per signed contract which I had done for him in good faith. We are not holding the door as he mentioned. Again, he is more than welcome to come pick the door up and have it installed by anyone he chooses to. 

  After the last phone call between us where he laced profanity into his diatribe, I made a decision to stop further contact with him as to not expose anyone else in this business from that kind of verbal assault, intimidation and threats.

  He is more than welcome to send an email, letter or call our warehouse to arrange for his party to pick-up the door at his nearest convivence.