ComplaintsforWindow World of Central Alabama

• Initial Complaint

  12/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried for about 1 1/2 years and still don't have the correct picture window in my home. They have been here 3 times and always something wrong. They was supposed to be here today at 12.....it is now 1:45. The man called and is now trying to find someone to help install the window.....that should of been done when they called with a date to install the window. I paid good money for these windows and the job still isn't done. I have no idea what to do except file a complant.

  Business response

  12/18/2023

  Our Production Manager has been working with ******************* on this miscommunication. This window has been installed and the job is completed.  

   

   

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The siding on the chimney is falling off and need to be replaced. The siding strips for facing on the front of the house of the large window continues to slide down. First contacted this company concerning the problem was September. They finally sent someone out to evaluate the issue on 09/12/2023. Each time I've contacted the company, I got the run around with, "resources on order.

  Business response

  11/21/2023

  Our Director of Operations Manager has been in contact with **************** regarding the repairs necessary and his experience. All repairs were completed on November 13th. We have left multiple voicemails to follow up since to ensure that the **************** was satisfied with all workmanship. 

   

   

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Back in April 2023, I had a rep from Window World come & look at replacing an exterior door, & give me a quote. *********************** is the person who came out to the house. He spent at least ***** minutes measuring & looking over everything. I was given a quote, specifically asked if there were going to be any issues since the house was built in ****, *** was assured this can be done with no problem. I paid $775 on my **************** card (half the ****** *** signed the contract for the door. When the team of 3 came on 6/6/23 to install the new door, I was told after about 15 minutes, that the security door is welded in to the door frame, the security door would have to completely come off, & they told me they are not welders & could not put the security door back. They said they didnt even have equipment for that. They called the supervisor, explained the ********** *** let her know that since they have to take down the security door & cant replace *** I would need a refund. The supervisor informed me that I could not get a refund, she was very combative with me & made me feel that I was responsible paying for something that did not f*** & was not communicated to me in the beginning. I never would have agreed to have this door done if I had been told the truth upfront, that I would lose my security door. I informed the supervisor this was not my fault, it was the rep *********************** who did not tell me the truth. When she let me know on the phone there was nothing she would do, I let her know I would call ****************. She then said, this is a recorded ***** *** said good I want everyone to know the fraud Window World of Central Alabama is committing. I called **************** & gave an extremely detailed account of everything that happened, & even clarified the issue at the end of the call to ensure accuracy on my report. They agreed to take on Window World due to this issue, & the door essentially not fitting in my home as it should have. Window World proceeded to call me 3-5 times that day & the next day. Every time I let them know I had already reported this to ****************, they were handling *** *** dont want them to try to experiment with my house after I was already told it couldnt be done. The door never came out of the packaging & no work was done at my house. **************** took the charge off my account a few days later, but I have been concerned Window World of Central Alabama would try to send this to collections fraudulently & erroneously. They have started calling again today.

  Business response

  06/26/2023

  We are very sorry for the issue with the security door. We will be cancelling the entry door and will not to continue to call you. 

  Customer response

  06/26/2023

   
  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,
  
  ***************************

• Initial Complaint

  12/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ordered 11 windows for new house Im building in May. Originally told 2 large windows could be seamed together (sets to make 3 - 9'x9') After having the measurements taken by WW (***********************) the windows + 1 installersshow up and aren't seamed. Had to add 18 inch wall between. When installers show back up ***** they use my scaffolding but I was charged $2600 for scaffolding/other. Originally ******* stated $2000 off total price for my scaffolding then says they weren't allowed to use mine and they had to rent some just for my job, so sorry. Installers broke glass on 1 w/ excessive damage to the flashing. 3 of the other 5 they installed also had damage to the flashing. In addition the did not spray foam inside which was part of the contract. The broke 2 of the windows in the warehouse, but had new ones with 2nd install group. However one of them was 3 inches to narrow so I had to do extra framing. They sent a quality inspector out and he agreed w all and also notice the broken glass was leaking water into my house. They also leave the 3rd party install crew to collect the final bill but was told by salesman they would take care of it in the end (including scaffolding issue.) In total, my original $9500 windows are now costing an extra $5k. I have made over 30 calls and even drives to the ********** office, on a Wednesday, where I talked with the general manager (*********************.) After providing him with an itemized list of the extra cost ive endured due to WW, **** scanned a copy and promised me he would have a meeting with his management and call me by that Friday. 1 week later I called number on business card and just got the standard number. **** said she would send an email to ****. That's been over a month ago. Finally got a call this week saying delivery of broken window mid Jan. I'm just a regular every day man trying to build his dream home on his own and WW has been nothing but a nightmare. No one will return calls and every answer when called is, sent email

  Business response

  12/13/2022

  We are very sorry for **** not getting back to you. We will call you and come up with resolution right now. 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased Windows and doors in 2010. Products have a lifetime warranty. Called out company technician to diagnose the problem. Tech incited that the door was improperly installed causing the frame to break. Tech did a temporary fix and write up report. Received a call from project manager, Aaron, saying they would not honor warranty because it was purchased under previous owner. Offer to replace door at 20% discount which would cost me 2,200. Refused to provide me with another manager contact information. Window World of Central Alabama make a difference between "His customers and Our customers", however they acquired the previous owners contracts and warranties. Drove out to location, spoke with ***** and ****, still no resolve. I doubt if this is the first time they have refused to honor warranties. Sent emails to higher ups in the company. I hope to receive a response. **** and ******* ******* if you are seeing this, customers are not being treat fairly by this branch of your company. It needs to be resolved before it has further negative consequences on your business. **** and Aaron, while nice, completely disregarded any dispute that i had and did very little to try to resolve my complaint.

  Business response

  08/09/2022

  We will be pulling the file for this. We are going to find the contract from 2010 and see what was ordered and get this taken care of as long as the previous owner did indeed contract a door with the customer. We will also be calling the customer for a copy of the contract in the event we cannot find it. We need this to prove the door was through Window World, and also to know the specs of the door for reorder if it was contracted through Window World. 

   

  The current owner acquired this store in 2012. While we have most files, we have found in the past years that we didn't acquire all files and contracts from the previous owner. We will take care of this accordingly. 

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid 50% for 6 windows to be replaced in May 2021, was told it would be completed in August 2021. Actually came out to measure Sept of 2021. Installation in March of 2022 but 1 window was broken in transit. Paid the balance, only 5 windows installed. Came back out May of 2022 but only brought a pane of glass, not the whole window. Scheduled to come out June 2022 but didn’t show up. Called to ask why, since my husband arranged to be home from work and wait for them, they said someone called me to let me know that they had to reschedule but that after it rang once the call disconnected and they didn’t call me back. They said to me that “I probably wasn’t in a hurry, right?” When rescheduling. I said that we had paid for the windows more than a year ago and wanted the project done. Scheduled to come out July 2022, cancelled. They did call me this time. Scheduled to come out Aug 2022. I told the person scheduling that I was not happy with all of the errors and delays, and missed work each time they came out. I asked to speak to a manager. She said she was a manager. I asked what she could do to make this right. She said that their company sometimes will adjust pricing in cases of errors but not until the project was completed, and she would have to contact upper management, so I should just get the project scheduled and then they could address that. Aug 2022 - window installed. They company called the next day to ask if I was happy with that specific installation. I said yes. She asked if that was all then, we were satisfied. I said no. I raised the question of the company doing something to acknowledge all of the errors. She said there was nothing in my record about the previous conversation and that she would have to contact upper management. I asked her to do so. I have not heard back from anyone.

  Business response

  08/10/2022

  We are very sorry for the issues that occurred with this contract. We will be calling you today to work it out and our goal is to make you a happy customer. 

• Initial Complaint

  05/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered my windows in January 2022. The problem came when installation came around they rescheduled several times with some terrible excuses as to why they couldn’t come out that day. When they came the first day to install the windows they set all the window and scheduled a date to come back. They also left an inch to inch and a half gap where moisture could get the the wall. I sent the project manager pictures of the gaps left and my concerns of water going in the wall. They yet again rescheduled with an excuse. We rescheduled and I was supposed to be the first stop, well I got a call it would be afternoon. I had worked the night before and stayed up only for them to show up at 6pm. I had to turn them away and reschedule after them wasting my entire day. The just came and finished them and I didn’t even get a discount for the inconvenience they cause me and the time they wasted. They came today and finished the installation and the towels I had in the windows to block moisture were soaked. I am very disappointed with the lack of communication and listening to the concerns of the customer.

  Business response

  05/24/2022

  This is unacceptable. We are very sorry this happened to you. Please be on the lookout for our call to make this right. 

  Customer response

  05/26/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  The work has already been completed just want to let you know how disappointed I was with the organization and the fact my house sat like the pictures attached for almost 3 weeks because of the cancellations and excuses I was given why they couldn’t complete the work on the scheduled day. They then didn’t communicate and didn’t show up on time either of the days scheduled. The one day was in the evening and I had to turn them away due to having to work early the next morning and not sleeping from working the night before. I stayed up waiting for them to show up. 
  Sincerely,
  
  ******* ********

  Business response

  06/07/2022

  We are very sorry for what happened with this job. We will be calling to try and make this right. 

  Customer response

  06/09/2022

  
  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

  05/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This complaint is ongoing since Feb 2021. Through this process they've scheduled, canceled & rescheduled us multiple times. Poor communication from them to us. The salesman charged us over 1k of buck framing that we didn't need and the windows on the 1st order were all the wrong size, resulting in a re-order for an add'l 12+ wks after waiting for 16+ wks. When the 2nd set came in they put a picture window in my sons room & told us we ordered it like that when in fact the salesman ordered the wrong sized windows for our kids rooms. Fire saftey issue. They didn't spray foam around any of our windows resulting in a draft in my living room and mildew on my daugther's window. All of our single hung windows have bowed sashes. They ordered another set of sashes & they came in with the same defect. **** the manager has said that he will make sure that all problems are fixed but he keeps failing to communicate. They wanted to order 3rd set & I'm against it bc it doesn't fix the problem. ***** sd they wld reglaze the windows to fix bows & follow up w/me to see if that was acceptable & I asked him to discount the windows due to poor customer service and ongoing issues. He said that he would take care of us financially bc that is a part of the job and they have failed in that area. He never called me & didn't answer my call. **** used a heat gun directly on the vinyl to manipulate it & said that a specific block is missing inside of them. He previously offered to upgrade us to double hung but wld not discount due to poor cust. ser. and how long this is taking. We didn't pay for rigged windows and he compromised the integrity of the vinyl heating it. The holes for the screws were made too big and the cap covers do no properly cover them. They also sent a collection threat for more than 1k over the current balance when the job is not complete. I asked **** to do the upgrade & discount bc he said new sashes will not resolve. He was to call ***** & follow up. He hasn't called back

  Business response

  05/19/2022

  We are ordering upgraded windows and the manufacturer will be reimbursing us a dollar amount to give back to the customer. This number hasn't been given yet. 

  Customer response

  05/24/2022

  
  Complaint: ********
  
  I am rejecting this response because: Their response states that they have not been given a dollar amount by the manufacturer but they provided me with a dollar amount for the discount on the evening of 5/12/22 and said that they could take more off of it per **** ******… so I asked him to take more off. I asked **** to follow up with me and for the other manager, *****, to call me back as well and 12 days later I still haven’t heard from either of them with the details regarding the lower amount or a date that the new windows will be ordered. There is a continued lack of effort to effectively communicate with me which is also increasing the time to have this job complete. They both have said they want to make this right but they still aren’t communicating with me. 
  
  Sincerely,
  
  *********** *******

  Business response

  06/07/2022

  We will honor the number you discussed with the GM of **********. We will be calling you shortly to discuss. 

• Initial Complaint

  04/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered replacement windows on 11/20/2020. Tried for months to get an answered phone call. They finally began scheduling install appointments in june 2021. Cancelled several appoints, one day of appointment. Finally installed five of six windows. Did not tell me main picture window was not even there. All installation was incorrectly done. Called repeatedly. New fix it guy showed up November 9, 2021. Agreed with bad installation. Said all would be repaired and has a consolation for disastrous treatment large window of my choosing, which we did together would be free. April 21, 2022, fix it guy installer fixes windows as best they could be fixed, due to poor measurements, I conceded these results in order to be done with window world. Paid bill with installer after they removed $500 from total bill. Bill was g$4725.00. All other window were 1/8th to 1/6 size of picture window. Amount was ridiculous considering the fiasco of service I received. April 22, 2022, collection person calls me less than 24 hours after install to demand I pay additional $500 as per original contract. NEVER TOLD ME I OWED THEM FOR WINDOW! Fix it manager said it was his mistake over phone and said just pay $250 more! This is ridiculous and obscenely crooked to install something I was told was free then come back and charge me. They have my credit card number!

  Business response

  06/07/2022

  We collect per the contract and what was provided. We do not ask for anything more outside of the contracted price. We will be giving you a call to follow up and figure out where the break down is. 

  Customer response

  06/13/2022

  
  Complaint: 17099087
  
  I am rejecting this response because: (1) the contract was amended by the project manager. I have a copy of said amendment signed by both parties. Also, I was present when the installer phoned the office to confirm the new amount, as reflected by the amended contract.  WW subsequently refused to honor the amended contract and waited until installation was complete and called the next day to say they would not honor the amended contract. (2) I have attempted to pay the balance due per the amended contract utilizing a Window World credit card issued through ***** *****; WW representatives have repeatedly told me that my WW card issued by ***** ***** is a "fake" credit card and will not accept the payment. I have the paperwork to document my statement. 
  
  Sincerely,
  
  ***** ******

  Business response

  06/28/2022

  What we are honoring is a balance of $1816.00. This has not been paid. A Window World credit card is sent to you once you apply for financing from our website. To have Window World financing we must have you fill out paperwork with us and get an authorization number. You paid your first half with a check, and nothing on the contract states you are financing. We provided everything on the contract, and we supplied a 3-lite slider outside of our contract in good faith, while not charging you for it. The balance of $1816 is still owed to the company. 

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered windows in November 2020. They installed some last year after trying to cancel the order. They agreed to knock some money off to install them. I should have said no. They put in 5 windows. All windows were installed incorrectly. 3 of them have to be totally replaced and 1 of the ones that was corrected now has destroyed paint around it where they literally peeled the paint off the house and now requires the bottom half of the house to be repainted. The 3 still not installed correctly do not close correctly and leave a gap at the bottom. I was told they would credit me some to my powerbill off of their charge but never told an amount. I still do not know what the final adjusted charge is and wish to just discontinue any services from them.

  Business response

  04/04/2022

  Unfortunately, we will not pay for the power bill because we cannot control the itemization of it. We will work towards a common ground and will be reaching out to you to check on the painting update.

  Customer response

  04/04/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Partial power bill was agreed to and an acceptable amount. Now another appointment has been missed and still no word on paint repair.

  Business response

  04/07/2022

  An acceptable agreement has been made between both parties. We will be scheduling the paint repairs shortly.

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