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:09/09/2025

  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.

  This company installed a new front door at my residence and I have had nothoing but issues with it. A few months ago I had their repair technician come out to look at the door and the tech informed me that the wrong lock was installed and they will order the correct one and replace it. Months have passed and no one has contacted me, I tried to contact **** ***** and left a message 2 weeks ago and have not received a call back. All I want is for my front door to work properly especially since this was not a cheap project.

  Customer Answer

  Date: 09/11/2025

  please remove complaint as this matter is being resolved now. Thank you 

  Business Response

  Date: 09/11/2025

  We spoke with customer today and we will coordinate to send a service tech out to his home.    

  Customer Answer

  Date: 09/11/2025

   
  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: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.

  Placed an order on 3/13/25 for a replacement door and window transom; installation was initially scheduled for end of May but was rescheduled due to the wrong part being delivered. The appt was cancelled the day before original date and moved to 6/2. There were a number of concerns initially which I pointed out to the installer including the door not closing properly and having to be forced to latch, sloppy work on the exterior where caulk was dripping out, large gap at top of window, door not sealed properly and light coming through on all sides, door not square and front part sticking out at the bottom, damaged hardware, window not sealed so there is condensation buildup, transom not level just to name a few. The installer ***** was very nice however did not want to acknowledge the issues and indicated there is my expectation of something and the reality. The reality however is that this was not done correctly from the start. He came back the following day to make a few adjustments and indicated the lock was actually defective and needed to be replaced (not sure if this was the case or it was damaged during install). I went back and forth with the company about these issues, calling and emailing every few days to get a response. The lock ended up breaking and door could not be secured. I called immediately and was told I would have to wait over 2 weeks for someone to come back out. After making a big deal finally someone came out to install a temp a few days later. The issues listed above still have not been resolved. ***** came back out added some shims and again told me could not fix the problem with door not being flush and that they could order some part for the bottom which no one ever got back to me about. Contacted company again as a manager was supposed to be onsite and never came. ****** finally came out to assess himself and then I never heard back from him. Now being told ***** has to finish the work which I do not trust.

  Business Response

  Date: 07/08/2025

  We spoke with the customer on 7/7/25 and we are scheduled on Monday 7/14/25 to resolve all of her outstanding issues.       

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23569495
  
  I am rejecting this response because: Spoke with ******** on 7/7 as I did not receive a response to my last email inquiry who indicated she would need to confirm a date when the installer could come back out.  She contacted me again today, 7/8 at 4:24pm but I missed her call.  I will follow up tomorrow to get this confirmed however this message indicates this matter has been resolved which it has not.  Case will be closed when work is completed as agreed to my satisfaction.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 07/22/2025

  I believe that we have resolved all of the customers concerns and issues with her project. We greatly appreciate your business and hope you enjoy your new door and transom.  

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23569495
  
  I am rejecting this response because: I spoke with ******** on 7/22 who confirmed the door panel would be replaced on 7/31 as it's warped which is causing a gap on the bottom where it isn't flush and light comes through.  I asked her about the hardware replacement as well which I was promised and was told she would need to confirm but I have not heard back regarding this. I also requested that the final balance be waived for the $293 due to the inconvenience this has caused and having to take time away from work to deal with the countless issues.  Even since filing this complaint there has been back and forth about what was promised by the office and ******.

  I am very confused why the merchant thinks this matter has been resolved when I clearly indicated on the call that until the door is completely fixed and in working order and I receive written confirmation about the pending balance, until then this claim will remain open.  The response from the merchant further proves my point about disconnect and poor communication.  

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

  Business Response

  Date: 08/12/2025

  We have been out several times to address the customers concerns and we are working diligently to achieve 100% satisfaction with the customer.     

  Customer Answer

  Date: 08/26/2025

   
  Complaint: 23569495
  
  I am rejecting this response because: The company came back out for the 9th time on 8/19 to assess another issue related to water leaking in through the top of the door and condensation on the window.  The tech came out with new hardware and indicated he had something on the ticket about the water problem but was not aware it was for our house.  He did say he would assess and get back to the office with findings.  I called the office while ****** was still on site and was told someone would follow up again to address may concerns. I have not heard back from the company since with a resolution.  
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 08/27/2025

  
  Condensation on a window is a normal occurrence and is not a defect in the product. It simply means that moisture in the air is collecting on the cooler glass surface. This often happens when there is a difference between the indoor and outdoor temperature or when the humidity level inside the home is higher than usual. Condensation is often a sign that your windows are doing their job by insulating your home and preventing warm, humid air from escaping. Unless moisture is forming between the panes of glass (which may indicate a seal issue), surface condensation is completely normal and not a cause for concern.

  Business Response

  Date: 08/29/2025

  Condensation on a window is a normal occurrence and is not a defect in the product. It simply means that moisture in the air is collecting on the cooler glass surface. This often happens when there is a difference between the indoor and outdoor temperature or when the humidity level inside the home is higher than usual. Condensation is often a sign that your windows are doing their job by insulating your home and preventing warm, humid air from escaping. Unless moisture is forming between the panes of glass (which may indicate a seal issue), surface condensation is completely normal and not a cause for concern.

• Initial Complaint

  Date:05/28/2025

  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.

  Company removed old door, Installed new door on April 1, 2025 with a temporary lock. The lock that was purchased was to be installed the week after the door was installed. Have been communicating, via emails, with **** ***** and ****** **** since 4/9/25. No response to the purchased, contracted lock installation since 4/30/25.

  Business Response

  Date: 05/29/2025

  We spoke to the customer today and apologized for the delay with their locks. We assured them the locks would be installed as soon as we receive them from our supplier. 

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23387589
  
  I am rejecting this response because:
  I am still waiting on install of the lock. Door was ordered Jan 31, 2025, installed April 1, 2025 but not with the lock we ordered and paid for.
  Once the lock is installed that was paid for I will consider that as resolved. 
  Sincerely,
  
  ***** ****

  Business Response

  Date: 06/17/2025

  We are being told by our supplier that her locks will ship out this week. As soon as the locks are received from the supplier we will contact Mrs **** to install them.   

  Customer Answer

  Date: 06/18/2025

   
  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:10/19/2023

  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.

  Had my new hurricane impact resistant double front doors installed on July 12, 2023. It is now October 19, 2023 and I still no not have a clean final inspection. The door failed the first inspection on October 13 and now it's taking them more than 3 weeks to some someone out to fix the issue (missing and wrongly installed screws). It's been a myriad of issues since the install; water leaks, rusted hardware and more. The manufacturer recommends that new doors be primed and painted within 30 days of install. It has now been over 3 months and I am very concerned that this delay could cause defects over time with both the door and the paint. I am also worried that this delay could void my warranty. I have asked the owner, *************************, to provide me with confirmation that this delay will not affect the integrity of the door and the paint as well as not void my warranty. Otherwise the door should be replaced. I have not received an acknowledgement to my request.

  Customer Answer

  Date: 10/19/2023

  I meant to send this complaint on First Impressions Doors & More of **********/West Palm Beach, **.  I think I sent the review on the wrong company.  Sorry about that!

  Customer Answer

  Date: 10/19/2023

  I just sent you a message thinking I sent the complaint about the wrong company, but I think it is indeed the same company as same address.  So Let's please proceed with the Complaint.  thanks you

  Business Response

  Date: 10/20/2023

  Our Service Tech was out to the customers house this morning (October 20, 2023) and corrected the issues with the installation.   The doors are now ready to be reinspected.  Please accept our apology for the delay in resolving your issue.       

  Additionally, the delay in painting the doors will no affect the customers warranty.
  

  Customer Answer

  Date: 10/24/2023

   
  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,
  
  *******************