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:02/29/2024

  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.

  Signed a $55,000+ contract in September and paid the good faith deposit (half of the total) immediately. Have had nothing but issues since, including triple the time quoted for completion. Currently, the business is trying to blame a damaged window frame/poor instillation on everyone else but them and tried to SPRAY PAINT the damage to "resolve" the issue. I simply need the window replaced, under the warranty that comes with the purchase that they touted, and then re-installed to consider the project complete. We just want to be done with this company and process, it's been a very long 5 months. I have not refused any service as they tend to respond with on these issues - service and a resolution have not be offered other than SPRAY PAINT.

  

  Business Response

  Date: 03/15/2024

  We have been working with ************** to resolve her issues and hopefully will have a resolution by the end of next week as we are scheduled to with her to finish up.

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair 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.

  We entered into an 4/29/22 contract with RDK Enterprises of Tampa Bay, LLC dba Carrollwood Window & Door to have them replace 18 windows/doors. This contract called for $24,750 upfront; which we paid. The final $24,750 is owed upon completion of the project. Despite the installation of properly fitting/unbroken windows and doors being partially pending in October 2022, RDK demanded final payment. We did not issue them the full remaining payment as the work was not complete. In good faith we did make another $10,000 payment. We have been in communication with multiple employees of RDK including *****, GM, and **************, owner, about the undersized doors/windows, multiple other windows that were broken & partially installed, as well as a list of issues across all 18 windows/doors. RDK return in early 2/23 to partially resolve a few issues on the list provided to them. It has been over 3 months since RDK has done any work on our windows/doors and our permit is expired at this point. We are being advised they are waiting on responses from the manufacturer, PGT. However, when contacting PGT they have no record of the multiple windows/frames needing replaced being ordered. Despite what appears to be an abandonment of our project at this point, RDK has demanded final payment again. When I advised RDK I would be willing to make another good faith payment if they could provide a list of the parts ordered/will be ordered and labor that will occur, I didn't get a sufficient response. Instead, they hired an attorney and filed a lien against my home. I reached out to this attorney to advise this lien was filed under false information and was not served timely on us. I explained the work wasn't complete and we would be willing to pay exactly the remaining balance of the original contract upon completion of the project. We are pending a response if the lien will be removed, what parts are ordered, and what labor will occur.

  

  Business Response

  Date: 06/20/2023

  With over 26 years of experience and thousands of satisfied customers throughout the years, you will unfortunately have a few difficult jobs that are difficult to resolve. In this case the manufacturer has made several repairs and we are currently on our third round of repairs. The job consists of 15 windows and 3 doors, but the latest punch list from this customer has 19 bullet points with 3-8 items per bullet point.  We are expecting delivery of parts on Wednesday 6/21 and if there are no issues with the parts, we will schedule the next attempt to satisfy this customer. Our permit will be re-instated and closed after this next attempt to satisfy our customer.

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20127252
  
  We are still waiting on part delivery and the work to be complete that started 8 months ago (contract entered into over 14 months ago. The response makes it seem like I've made the punch list a moving target when that is not the case.  Parts should have been ordered many months ago and it took until this month for the parts to be ordered.  The lien that was prematurely filed on my house wasn't addressed in the business' response. I will accept the business' response upon completion of my project, assurance the lien will be dropped, no further collection action will be taken as this bill will be paid in full upon project completion, and assurance I will only be billed the amount initially agreed to upon my contract with this business. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/02/2023

  At the time that the homeowner posted his latest response we were already scheduled to complete the additional work for ************** on July 10th.There have been numerous attempts throughout this project by our company and the manufacturer to satisfy this customer.
  We have repurchased product and replaced products at our expense. The customer engaged in other remodel projects like replacing tile in the master bath room which changed the interior dimension for the opening prior to obtaining the product. This window and door order was placed in the height of supply shortages so everything we had to deal with had long lead times.
  At this point our work with the exception of a few minor finishing items is complete.  We have ordered these parts and had them expedited so this should be completed soon.The final building inspection was completed and approved on July 12, 2023.
  There are some remaining items that the manufacturer is waiting on parts to complete and we will follow this through to make sure those items are completed.  They have already replaced sliding glass door panels and cleaned down the doors on 6/13/2023 and reported that they let the homeowner inspect the panels and he was satisfied with their repairs.
  
  The last sliding glass door for this project was installed on 2/15/2023 because it was reordered.  After the sliding glass door was installed,we requested final payment as our contract calls for payment upon substantial completion (all products installed and doesnt cover remediation or punch out work).  When we got to the point of nearing our time deadline for securing our monies with a lien, we requested a substantial payment again. As a good faith measure, we offered to allow ************* to continue to hold $4000.00 until satisfied to avoid the lien.  Unfortunately, he refused and we were forced to secure the monies owed with a lien. 

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20**7252
  
  I am rejecting this response because:
  

  The comments made make it appear Carrolwood Window and Door have come prepared to resolve the issues and it was us who couldnt be satisfied.  In actuality, the facts have us being told parts were ordered when they werent,parts not being ordered timely, parts not arriving timely, parts coming in the wrong size, etc.  These are out of my control, despite repeated attempts to follow up on this.  As of this week, Carrolwood as well as PGT have returned to my home and parts still need to be ordered.  Im being told PGT still needs to order 2 window sashes, 2 fixed glass windows, and 1 lower molding for Door#**.  Were pending a set of screens that PGT advised they would ship to the dealer. Were also pending a vertical white piece that is almost 8 long for door#7 that came in the wrong size.
  
  I am also currently pending a response from Carrolwood Window & Door regarding the options for resolving the installation issues and damage to the door frames on doors#7 and #**.  I have previously requested a response on this through the employees who have come to the house as well as leaving a message for the owner yesterday.
  
  Of note, the allegation that replacing the tile on the bathroom wall changed the dimensions of the window opening is unfounded and doesnt make logical sense. A wall tile doesnt change the height of the window opening.  Carrolwood Window & Door had to add multiple inches to the height of the original window they ordered. This is nothing more than a mismeasure by a former employee/salesman of their company.  Then the installation techs broke the first 2 undersized windows they attempted to install. When they attempted to imply the tile caused this issue, I offered to remove any wall tile in that area. However, I was told by multiple of their employees that was not necessary to install the window.
  
  In regard to the white marks on the black doors and windows referenced by Carrolwood, they remain as of today. Ive been told by Carrolwood Window & Door that is the responsibility of the manufacturer and for months now the manufacturer has told me its Carrolwoods responsibility.All I know is we purchased new windows/doors that shouldnt have these and they need removed.  After my push back to PGT during their visit yesterday, they advised that Carrolwood Window & Door needs to submit a service ticket so PGT can clean off the portion of the marks that are PGT's responsibility. Then ********** would be responsible for doing the rest.
  
  Lastly, in regards to the premature filing of a lien that wasn't ever served on us, Carrolwood alleges that they requested final payment in February stating that was substantial completion of the project.  What they didnt mention in that response was *********** GM also demanded final payment in October when they alleged that was substantial completion despite installation of broken and undersized windows and doors.  They have also alleged the contract calls for final payment when all products installed and doesnt cover remediation or punch out work. No where in the contract does it state that.  It calls for substantial completion which didnt occur when this lien was filed under false pretenses.To date, we still dont have the last of all products installed. The costs/fees incurred by Carrolwood Window outside of the originally agreed upon purchase price, inclusive of them filing a lien, should not be passed along to a customer who has delt with this many issues, for this long.  This window purchase was 16 months ago, and installation began 10 months ago. Im asking for Carrolwood the ensure the final parts are ordered and complete, the windows/door marks are cleaned off,and a call from the owner. I would like to discuss the options for the issues with the door frames that were pointed out months ago, sorting out an agreement on the details of final payment, as well as ensuring this lien is removed at the time of payment as is agreed to in the contract.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/05/2023

  We have completed everything on our end for this project with the exception of installing new screens.  The screen installation is scheduled for Friday 10/6 per homeowner request.  He wanted all new screens so PGT provided them as a one-time courtesy.  PGT was out there recently as well to address the factory warranty items and the homeowner rejected some of the parts so they have reordered them.  We will follow up with PGT to make sure the ball continues to roll forward and his repairs are completed.

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20127252
  
  I am replying solely to keep this case active until the remaining issue of full & final payment in exchange for a release of the lien is resolved. Carrollwood Window did come to my house to replace the screens reported as damaged and the wrong size last year.  PGT has also recently been to my house to find they brought a fixed glass that had a 6-8" scratch and another one that wasn't the correct fixed glass. I've been told by PGT that they are ordering the correct pieces and will return for their installation.  

  As of the writing of this message, I've been in contact with Carrollwood Window and they are advising they have now agreed to accept payment of the remaining balance of the originally agreed to purchase price as full & final payment for any/all debts.  I ask that the BBB follow up with me in a few weeks to allow time for payment to be received by Carrollwood Window, the payment to clear in their account, and me to receive receipt of payment and the release of the lien that was prematurely filed.

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

• Initial Complaint

  Date:02/01/2023

  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.

  The company removed and replaced all the windows and doors in my house. 6 of the windows required minor drywall patches. These were included in the contract price. The repair work on some of the windows is very sub standard. After numerous phone calls and emails someone came out and looked and said the contract just says well patch it, not that well do it well. I pointed out to him that the contract also says all work would be completed in a ******* like manor. He left explaining that his drywall guy was out with an injury and when he came back hed send him over. This was months ago. Since then Ive called the office twice, and sent a follow up email. All has gone unanswered. The initial emails were sent to *** and **** in September and the last was sent on 1/13/23. The companys inability to respond and complete minor drywall patching has led to this complaint.

  

  Business Response

  Date: 02/16/2023

  Good afternoon,

  Customer satisfaction is very important to us so I apologize that the final details to complete your project fell through the cracks during a change in our staff.  I have been informed that you were contacted immediately and the work has been preformed.  Thank you very much for your business we greatly appreciate it.