ComplaintsforWindow World Of Huntsville

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 27, 2024 
  In April, 2022 I contracted with Window World of Huntsville, ******************************************************************************** to replace all 16 windows in my home. The installation was completed and on September 30, 2022 I paid the balance completing the contract. Total cost was about $14,000. 
  Around October 30, 2023 I noticed that the window trim on one bedroom window was damaged. Further inspections revealed that the sheet rock on the associated wall was water damaged. I contacted Window World (**). An investigation revealed that the window was not properly installed in the window opening. The unsealed window opening allowed water to enter the wall, ruining the insulation, damaging the window trim and the interior sheetrock. The ** reps investigated the adjacent bedroom window and determined that it might also be leaking, although there was no apparent damage on the inside. A video was made on the ** inspectors cell phone of the water flowing into the window opening To date ** will not acknowledge that that video exists. 
  My house is a 3-bedroom ranch built in 1962. The original installation was redwood siding with wood windows. The original house was about 1500 square feet and in the early 1970s a 400 square foot den with seven windows was added. I purchased the house in 1978 from the original owners. When I bought the house the redwood siding had been painted a dark blue, in 1980 I painted it yellow. In 1988 instead of repainting the house, I had gray vinyl siding installed. 
  ** of Huntsville is claiming that the vinyl siding was the reason the window was leaking. I countered with the fact that the vinyl siding had been on the house for 35 years and the windows had not leaked until ** installed the new windows. To date ** has not answered that remark and are still insisting that the vinyl siding is why the window opening is leaking. The vinyl siding is an addon clad with NO water proofing properties, Its only purpose is to eliminate the need of painting every few years. 
  ** filed a claim with the window installation sub-contractors liability insurance company, ************************* (AFI). Anticipating that the insurance company might be influenced by ** premise about the vinyl siding being the problem, I paid $200 to have the siding removed around the two suspected leaking windows and a third in the same area so that the insurance adjuster could see that the siding was not the problem. The person that removed the siding noted that the vinyl siding j channel around one window opening had been caulked instead of the actual window top and sides. The top and sides were not sealed allowing a water intrusion path. The adjuster performed his inspections, which included all 16 windows. The insurance inspector noted that all 16 windows were not properly installed. 
  I had a contractor that I have done business with many times and whom I trusted to do a good job give me an estimate of the repairs of the two known and suspected leaking windows and the interior walls. Total was about $4358.00. A few weeks later, AFI offered to settle the claim for about $725.00. That was the repair of the sheetrock inside one bedroom only. About 17% of the actual repair costs. The estimated included depreciation of about $260. I refused the offer. 
  Based upon the knowledge that at least one window had not been properly sealed into the window opening, I requested that all 16 windows be evaluated for proper installation. The request included removal of the vinyl siding with the intent to reuse, inspecting the window installation into the window opening and if required resetting the windows. By necessity, the aluminum clad around the windows would have to be removed and replaced. I had my trusted contractor give me an estimate for the inspections and anticipated repairs. Total was about $9672.00 
  ** and I had a conversation about how to non-destructively test the windows to ascertain leakage. I agreed to running a test using thermo-imaging. My background is in non-destructive testing procedures. I am quite familiar with the process involved. 
  ** sent a local contractor with a handheld moisture meter. The contractor stated that there was no evidence of water in leakage and that the damage to my walls looked like dry rot. The window that has the video that shows the water running into the wall was claimed not to be leaking. He only checked 2 windows. I complained and provided documentation that a moisture meter was not the correct instrument to be using, especially if you were going to use the results for decision making. My complaints were ignored. I had my trusted contractor test the windows with his personal handheld moisture meter, when they were doing the repair proposal. He stated that the two windows suspected of leaking, did show higher than ambient moisture content. 

  I offered ** two ways of getting acceptable thermo-imaging testing of all 16 windows. Buy our own instrument for about
  $200 and do it ourselves or hire a contractor for about $500. Both were refused.
  In May 2024, I noted a third window showed water damage and brought that to **s attention. ** performed another
  inspection. I had my contractor at the inspection with his moisture meter. At first ** said the was water leaking in, but
  quickly backed off that statement. My contactors moisture meter indicated a higher than ambient moisture reading.
  At that inspection ** and I agreed reset the three windows that are leaking and to repair the aluminum clad on all 16
  windows. The clad is improperly installed and has wrong color caulk. That night I made a common-sense list of what I
  thought the work should entail. I transmitted that list and got back an ultimatum that said ** was not going to fix the
  things that needed to be fixed and that the would only do minimal repairs on the walls in the leaking bedroom and garage.
  None of my requests or ideas were honored. I was also so told that they would make no effort to check and see that there
  was leakage into the 2
  nd window opening that was identified as possibly leaking at the first inspection.
  In the intervening weeks, ** and I went back and forth with ** never admitting that the windows were not sealed in the
  window openings properly. ** will not admit that it is **s responsibility to ensure that the window openings are
  watertight. Fed up with dealing with the ** managers and their refusal to acknowledge common sense facts and their
  continuing claims that my vinyl siding was the problem, I asked to be provided with the contact information of the
  supervisors including the *** of the managers I was dealing with. That request was refused. That is where we stand today.
  I am sure I have not recounted every detail but I can provide many emails about our conversations.
  The window openings in my home did not leak for ******************************************* 1988 and for 36 years there
  was no water leakage. In 2022 ** installed 16 windows. Now two maybe three of my window openings are leaking. The
  known leakage is coming into the window opening because the windows are not properly sealed into the cavity. I have
  proof that at least one other window was not caulked correctly. The sealant was placed on the vinyl siding around the
  window opening instead of between the window unit and the redwood siding. Who is to say that all the window openings
  will not leak in the future due to improper installation. They are all suspect. My home of 46 years could become
  uninhabitable due to back mold. All I ask is that my home be put back into the situation it was in before ** installed the
  windows.

  Business response

  06/28/2024

  Window World completed the installation of the windows on September 7th, 2022. On February 7th, 2024, Window World received a call due to a leak that was coming from a window in **************************** office. We have sent out multiple technicians and Project Managers in regards to the leak. Window World deemed that the leak was not coming from the window that they installed. Our Production Coordinator as well as the Production Manager went to the property in early March and ************************ had hired a contractor to pull all the existing siding off without a resolution and advice from Window World. The siding had previously appeared to be damaged which was the cause of the water to protrude behind the siding causing the issues. Window World involved the insurance company at this point. The insurance company went out to the property and could not see where the issues were due to  ************************ having his contractor remove the siding . The insurance company deemed that the leaking was only in the one room (office), and offered a settlement for repairs, but ************************ declined the offer. Window World agreed to reset the window and complete the repairs for the offered settlement price but ************************ declined for a second time. He stated that he wanted his contractor to do all the work and he wanted Window World to pay for it instead of the ****************** The contractor also told ************************ that he had an issue with the compatibility with the windows that Window World installed and his siding around the entire home. So, in turn he wanted us to pay his contractor to complete all the work that he was requesting. At that time Window World made ************************ aware that if he chose to have someone else complete the work then it would void his warranty. Window World offered to send out a third party moisture company in which Window World would be responsible for paying for and he agreed that he would accept the resolution. The third party company came out and the test was done, it indicated that there was no water intruding inside any of the windows in his home. The window in question that was leaking was coming from above the window and it was not deemed to be the window itself. ************************ has had multiple roof leaks in that specific room (office) in the past. ************************ refused to accept the findings from the third party company. Window World has responded multiple times that we will reset the window and complete the repairs for the window in the office. They have also agreed to reset an additional window that is not experiencing any issues but he declined. After multiple attempts we have reassured that his warranty still stands a lifetime and we suggested that he reach out to his ******************** to discuss pre existing leaking issues from his roof issues in the office. 

  Customer response

  07/01/2024

   
  Complaint: 21915045
  
  I am rejecting this response because:

  The window capsules do not leak, however the window opening does. Window World (**) is contractually responsible for the window being watertight in the wall opening. ** has a video that shows water leaking into the window opening. Should not be possible with a correctly installed window. This house is 62 years old for 61 of those years the windows did not leak. Now after ** installed new windows, there are 2 windows that definitely leaking as shown by interior damage. A third possibly. Because all 16 windows were installed by the same contractor, odds are that none of the windows are correctly installed. All I ask is for my house to be returned to condition it was in before ** installed the windows. There was no damage to the interior walls and the windows did not leak.
  

  ** has not addressed doing testing to determine if other windows are leaking. I demand that this complaint be elevated to the ** supervisors in *******. The Huntsville office is more interested in preserving their profit margin at the expense of my home and my health.  Have ** answer this questions. "For 61 years the windows in my home did not leak, ** installed new windows and now the window openings leak. WHY?"

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

  Business response

  07/11/2024

  We have spoken to Mr. **********, 

  We have worked through a solution to rectify this situation. This is in the process of being finalized. 

  Thank you, 

  Customer response

  07/16/2024

   
  Complaint: 21915045
  
  I am rejecting this response because:

  Since I filed my complaint, I have had some inspections performed. The inspections revealed that active black mold was found in the walls associated with two of the windows. One of which had been positively identified as leaking, Window World has a video showing the water pouring into the window opening. I have hired *********, a mold mitigation company in Huntsville, to remove they sheet rock, kill the mold and then seal it in. The ************************* liability insurance policy specifically excludes mold mitigation and recovery. I have attached the estimate to this rejection. I expect Window World to pay the final invoice, not sure when I will get it without argument and promptly. I spent all of Sunday and paid a helper to remove the furnishings in the two rooms. Window World should voluntarily compensate me for my time and what I paid the helper. Probably take two days to move furniture back in, considering I have to rehang the curtains and clean the carpet. I should be compensated for that ordeal also. That is what a responsive caring business would do. 

  Window World has NOT worked out anything with me. They have been un-cooperative and dishonest.  Denying the facts and refusing to exercise common sense on this situation. By myself, I have negotiated with ************************* to get them to accept the liability for the damages to my home. I have been forced to a hire my own contractor to do the repairs. Window World refused to adopt my thorough commonsense approach to ensure that my home was returned to condition it was in prior to the window installation. Window World's approach was do nothing but the bare minimum. Thereby by preserving their profit margin .No concern was given to the fact that all of the windows may have problems and that my home of 46 years, I raised my child here, could have become unhabitable due to the black mold possibility. Recent events say my concern was valid.

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

  Business response

  07/16/2024

  Window World has maintained our position through our own investigation, as well as a third-party company. Both parties found no evidence of water intrusion that would point to any issues regarding the installation of the windows. Fortunately for ************************ the insurance company has agreed to take responsibility even though there is no clear evidence that the issues he is experiencing arise from the window installation. He mentioned previously that he had to have his roof and ceiling replaced in a portion of his home due to a significant leak. Prior to any work that was completed by Window World, which likely resulted in the mold in which was found in his walls. The third-party company that was hired to detect any mold or moisture in the walls detected no moisture that would have caused black mold. To appease ************************, Window World has agreed to reset and recap two windows, even though Window World or the Third-party company found any evidence of water intrusion. We look forward to completing the previously agreed upon work, but at this time Window World is not accepting any responsibility for the Mold Renovation due to the leak that he had prior to Window World completing any work.  

  Customer response

  07/19/2024

   
  Complaint: 21915045
  
  I am rejecting this response because:

  I have never told Window World that I have had any portion of my roof replaced nor that I have had any room leakage. That conversation never happened.

  Over the last 46 years the roof has been replaced several times but never due to internal leakage, wind and hail damage. I have pictures from 2015 showing that the sheet rock in both of the contested rooms were intact with no water damage. The last time the roof was replaced was in 2011. Window World has in its hand a video showing a steady stream of water leaking into the window opening. The video was made by ************************* when the first inspection was performed. I have his contact information. I have had experts inspect the windows, their reports say the windows are not properly installed in the window openings. They are not sealed into the window openings as per the contract and the window openings leak. American Family Insurance's claim inspector noted that the none of the windows were installed properly. My General Contractor, in business for 40 years, say that none of the windows are installed properly.  All are available and are willing to testify under oath to that affect. None of what Window World said in any response is true. 
  

  The black mold has been mitigated. The mold company has taken pictures showing that the window openings were leaking. That have taken moisture readings and thermographic images, all of which support the window opening leakage. I will be obtaining sworn affidavits to that effect. Attached is their final invoice. In addition to the $3144.87. I demand that Window World reimburse me for my expenses: $60 paid to a helper to empty out 2 rooms, $120 to restore those rooms to livability, $200 for removal of the vinyl siding for insurance inspection and $1000 for my inconvenience and time.  Total $4524.87. I will provide proof of payment when I get same. I expect full payment on or before July 31, 2024. No hassles, no argument. No more lying and part truths. 

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

  Business response

  07/26/2024

  ************************ notified two members of upper management with Window World when he was visited by them in March, because after our initial inspection that determined the water damage in his home was not due to faulty windows but rather the siding on his home that was crumbling, that he had to have the entire ceiling in the back office replaced as well as the roof repaired due to extensive leaking. The two members of our ********************* Team have worked very closely with ************************ throughout this entire process. Solutions have been offered and ************************ has agreed to them in the moment only to revert back to his previous demands after the fact. This has occurred on numerous occasions. Window World filed a liability claim with the installation crews insurance company on **************************** behalf, in spite of all evidence pointing to pre-existing issues with the home causing the damage. The insurance company initially offered ************************ around $900.00 to complete repairs in one room of the house, the back office, that sustained previous water damage in accordance with ************************** own words. ************************ refused the settlement with the insurance company and was able to get them to increase the settlement amount substantially. Although the insurance company only found issue with the one window, in the room that previously sustained extensive water damage, ************************ would not accept that there was not further issue with every window in the home due to advice he received from a third party contractor whom desired to be hired by ************************ to reinstall every single window at an exorbitant cost. With our years of experience in the remodeling industry we are no stranger to fly by night contractors who tear down our work for their own financial gain. To appease ************************ we agreed to hire a third party company to measure moisture strictly  around the openings of the windows to detect if there was any active moisture intrusion, ************************ agreed at that time that if no moisture was detected he would be satisfied. There was not, and ************************ went back on the agreement.  Even still, Window World agreed to reinstall multiple windows in **************************** home and complete the repairs that were necessary in the office because that is what we do. Window World is a company who puts our customers first and if a customer feels as if there is an issue with their installation we want to do everything within our means to resolve that, no matter the fault. Initially ************************ agreed to this proposal. A week later we received an email from ************************ stating that in a days time he would have a mold remediation company out to complete some work due to the discovery of black mold. In accordance with the findings of liberty mutual, the third party moisture detecting company, and our own field professionals there was no active leaking due to our window installation and Window World holds these facts to determine that the existence of any mold in **************************** home is due to previous water intrusion, which ************************ admitted to and acknowledged to multiple members of our team. We at Window World have held a very strong desire to come to a resolution with ************************ in spite of his many agreements with us that were later dismissed. Unfortunately at this time we do not feel that ************************ can come to an amicable resolution with us.

  Customer response

  08/01/2024

   
  Complaint: 21915045
  
  I am rejecting this response because: I have definitively proven that the vinyl siding is not the problem. The vinyl siding has been on the house since 1988 (36 years). The windows did not leak until after Window World replaced the windows. The siding has never been watertight. Its only purpose is to keep me from repainting house every five years.  I removed the siding from around the windows, the windows still leaked. Window World has verified that the windows leaked and has a video showing the in-leakage, that they are trying to hide. However I got the video months ago from an ex-employee. ************************* (AFI), the installers' liability insurance company, has agreed that the windows are not properly installed and have agreed to reimburse me for the costs of the repairs. Window World has stated two different points of view in their responses. 1) Like this one that says the siding is the leakage problem. 2) Like the response prior to this one, is that the windows never leaked and the damage was pre-existing and that I am trying to scam them. I am a fraudster in their eyes. I find that to be insulting and unbelievable, I have never taken advantage or cheated any individual or business in my life.  At least two rooms with Window World windows installed have tested positive for black mold. I hired a mold mitigation company who removed the inside sheet rock and dried out the wall cavities and killed the mold. When the sheet rock was removed, the insulation in the wall was sopping wet from the window leaking. AFI policy does not cover mold mitigation. All I am asking Window World to do is reimburse me for the expenses not covered by the liability policy and compensate me for the hassles they caused. A reputable company with honor would have already accepted responsibility and reimbursed me as I requested.  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Future Huntsville,*******,Window World customers beware!Demand a Life Time Warranty to be handed to you and read it closely before purchasing windows.Verbal communication before and after the purchase may not apply to your LifeTime warranty.I purchased series 4000 windows on October 14,2011 and assume my warranty began on date of first installation Dec 21,2011.On this date my 4000 series windows were not insulated upon the installation of them.Windows were drafty,condensate,and ice and still do.Second insulation was Feb.15,2012.Experts sent by WW of Huntsville,** stated my home and heating system created these issues and are not under the LifeTime warranty.Currently the factory painted vinyl frames are peeling,cracking,blistering,etc.and screens need replacing.These issues are covered under my LifeTime warranty.April 1,2024 set up appointment for April 17, 2024 with ***************************,Huntsville,**,product manager.He verifies that screens need replacing,manufacturer paint is peeling,cracking,blistering.He takes photos of windows, my warranty,receipt ,and all serial numbers.***** says if the manufacturer doesnt honor my LifeTime warranty that his company will install at no cost to me new series 4000 windows, screens, chalking,etc.Since that day Ive received no contact from *****.June 5,2024 I made my third call and ***** states I am out of warranty on the manufacturer painted frames-states they are under a ******************************************** my warranty.Jasons resolution- 1.you can hire a painter-we give you paint- told him that the LifeTime warranty states that anyone other than the manufacturer applying paint,varnish,or coating will void the warranty-2.You can buy new series 4000 windows.I state to ***************************-why would I spend more money on WW windows when you stated to me and my son by phone on April 17,2024, you and your Huntsville personal would replace and install the windows, screens,chalk etc. at no cost to me- thats the resolution.

  Customer response

  06/20/2024

  Didnt send any photos because *************************** took pictures of frame and screens on April 17, 2024. I texted him ice/condensation images on April 17 and 24, 2024 to show how poor these windows have been since date of purchase-October 14, 2011 when we were verbally told by *********************** the windows do not condensate-they do and its not because of the way my home is built nor the heating system like we were told by *************- then we were told WW does not warranty that issue. Our original 25 year old windows never condensated with the way our home is built and the heating system is the same-but these WW windows do. ***************************, project manager, needs to stand by what was told to me (and my son on the phone)on his April 17, 2024 visit.

  Business response

  06/27/2024

  The sealed insulated glass unit has a lifetime warranty against defects resulting in material obstruction of vision from film formation caused by dust or moisture in the dead air space of the sealed unit for the life of the window. If the glass unit fails, the Company will provide the Owner with a replacement insulated glass unit at no extra charge. Window World also offers a warranty on the installation of Our products that are installed. However, windows that are purchased with interior or exterior color have a limited warranty. The factory- applied exterior coating on the Product is warranted against peeling, flaking, chipping, blistering, and significant ultraviolet fading or dislocation (greater than 5 Delta E units) caused by natural environmental conditions, for ten (10) years from the date of product purchase for the Original Purchaser/Present Property Owner (Three (3) years for Commercial Applications) and is subject to the transferability limitations set forth in the Limited Warranty. AM, in its sole and unilateral discretion, will make the final determination as to whether any claim for fading, discoloration, or color change is a covered claim under this warranty. If AM determines a claim to be a covered claim, AM will either replace the affected product(s) or refinish  the affected product(s). Replaced or refinished products or components are not guaranteed to match the original products due to the normal effects of weathering over time. Please see the attached document. Our Director of Operations has spoken with ********************* and offered the following options to replace the affected windows.  Option 1: Window World would provide the paint from our manufacture to   *********************, so she can  hire a Painter to paint the affected windows. Option 2: Window World has also offered to reorder the affected windows at our Manufacturing cost of the product and install the windows at no additional charge to *********************.  Window World stands behind all of our Products and Warranties and would like nothing more than to get this resolved for *********************. 

  Customer response

  06/27/2024

   
  Complaint: 21864336
  
  I am rejecting this response because:
  I have been informed that my Lifetime ** warranty that was issued when we purchased our windows is not a valid warranty now. And **, ***************************, did offer an option 3- that ** would install new windows at bottom price but I must IMMEDIATELY drop the BBB complaint.  So I do not accept the ** resolution.
  Sincerely,
  
  *******************************

  Business response

  06/28/2024

  Per the seventeen minute conversation that we had on Friday, June 21st at 11:51 AM, in which we have the call recording for. We discussed that previously our Project Manage (*****)  had offered to quote you to replace the windows that were affected at a discounted rate. *************************** explained that we were willing to do both of those options or we could also offer to order the windows at the cost that we pay for our windows themself. ********************* responded, "That she was not purchasing anything from Window World because these were under warranty".  She also responded, "That if the peeling of the windows was not covered under the warranty then it needed to state that in the warranty". *************************** responded that, "She was not sure what warranty packet ********************* had, however if she wanted to email it over we could review it. That Window World does provide two different packets depending if the product has exterior color or not. ********************* thought that we had changed our warranty in the years since her original install and we explained that we had not changed our Window Warranty.  Unfortunately, ********************* stated that she would not be emailing anything over. *************************** also emailed ********************* over a copy of the warranty highlighted that states exactly what is covered for the windows with exterior colorant along with her direct extension if she changed her mind. Window World is still willing to offer all the options that were discussed. 
  --

  Customer response

  07/03/2024

  ***** called Friday June 21 to review my response. April 17 ***** assessed my windows/screens, took photos as well as purchasing documents, serial numbers, Limited Lifetime watranty,etc. ***** stated to me and my son that if they manufacturer did not honor my warranty that his company would replace, install new windows screens, caulking, etc at NO cost to me. No response from ***** so on June 5 I made 3rd call.-He stated my 10 yr frame warranty had expired. I stated my warranty does not have a 10 yr frame section. He states you have 2 options: hire a painter- we supply paint- or buy a new set of windows with a small discount. I tell ***** I do not accept those options. That is not what you stated to me or my son on April 17. I tell him I will contact the BBB and possibly legal advice. ***** asked me to wait for a response from him. No response-so June 17 I file a BBB complaint. June 21-***** gave 3rd option- purchase new windows (no mention of installing etc) at our cost.But you must immediately remove the BBB complaint. I state that I wouldnt purchase anything from WE because I have a warranty and was assured by ***** that his company would at no cost to me take care of it if the manufacturer didnt honor my Limited Lifetime Warranty.

  Customer response

  07/03/2024

  ***** called Friday June 21 to review my response. April 17 ***** assessed my windows/screens, took photos as well as purchasing documents, serial numbers, Limited Lifetime watranty,etc. ***** stated to me and my son that if they manufacturer did not honor my warranty that his company would replace, install new windows screens, caulking, etc at NO cost to me. No response from ***** so on June 5 I made 3rd call.-He stated my 10 yr frame warranty had expired. I stated my warranty does not have a 10 yr frame section. He states you have 2 options: hire a painter- we supply paint- or buy a new set of windows with a small discount. I tell ***** I do not accept those options. That is not what you stated to me or my son on April 17. I tell him I will contact the BBB and possibly legal advice. ***** asked me to wait for a response from him. No response-so June 17 I file a BBB complaint. June 21-***** gave 3rd option- purchase new windows (no mention of installing etc) at our cost.But you must immediately remove the BBB complaint. I state that I wouldnt purchase anything from WE because I have a warranty and was assured by ***** that his company would at no cost to me take care of it if the manufacturer didnt honor my Limited Lifetime Warranty.

  Customer response

  07/03/2024

  ***** called Friday June 21 to review my response. April 17 ***** assessed my windows/screens, took photos as well as purchasing documents, serial numbers, Limited Lifetime watranty,etc. ***** stated to me and my son that if they manufacturer did not honor my warranty that his company would replace, install new windows screens, caulking, etc at NO cost to me. No response from ***** so on June 5 I made 3rd call.-He stated my 10 yr frame warranty had expired. I stated my warranty does not have a 10 yr frame section. He states you have 2 options: hire a painter- we supply paint- or buy a new set of windows with a small discount. I tell ***** I do not accept those options. That is not what you stated to me or my son on April 17. I tell him I will contact the BBB and possibly legal advice. ***** asked me to wait for a response from him. No response-so June 17 I file a BBB complaint. June 21-***** gave 3rd option- purchase new windows (no mention of installing etc) at our cost.But you must immediately remove the BBB complaint. I state that I wouldnt purchase anything from WE because I have a warranty and was assured by ***** that his company would at no cost to me take care of it if the manufacturer didnt honor my Limited Lifetime Warranty.

  Business response

  07/09/2024

  To whom it may concern, 

  *************************** is out due to a death in the family for the foreseeable future. I am taking over. My name is *************************, I am the Vice President. 

  In response to *********************, our stance remains the same. *****'s last correspondence is where we are in this matter. Her windows have a 10 year warranty on paint. Our warranty has been the same since 2002. The brochure she has been sent has not changed. Nothing has changed. We are still willing to sell her the windows at cost and install them for free. This was offered to her on a recorded line in the beginning of this situation. All our calls are recorded. We have the phone call and are more than welcome to share it with everyone. We re trying to work with ********************* and have been since the beginning. We do not like our name being tarnished like this due to something that is contractually binding like a warranty. We did nothing wrong here and are trying to go above and beyond to rectify the situation for our customer. 

  Customer response

  07/14/2024

  *************************, Vice ********** ****** that Window Worlds LifeTime Warranty had been the same since 2002. if Window World would have looked at my October 2011 LifeTime Warranty that I sent a copy of on July 3; Window World would see that my October 2011 LifeTime Warranty does not include a 10 year painted rigidized frame section like the warranty copy ***** sent on June 21. 
  I have stated that I do not intend to purchase windows from Window World, nor will I remove my BBB complaint-because I was assured by ***************************, your project manager, on April 17 that if the manufacturer did not honor my LifeTime Warranty that Window World? would handle all window issues at no cost to me.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installers came and began work. Later I went and looked at the H353035**3536323035Hs, some has smears and caulk on the glass. I didn&#**;t say anything. Later a lady called from Huntsville and asked if the installers were here. I told her yes. She asked me if there was any problems. I said they were supposed to get that off the glass and make them presentable. The lady installer went back and forth with a bucket, I thought she cleaned the H353035**3536323035Hs. No, caulk was still on the glass. She was supposed to clean the H353035**3536323035H *****. They kept on working . I asked them again if he was going to clean the smears and caulk off the H353035**3536323035Hs. He said they weren&#**;t. I called *****, he called ***** too. ***** started asking me "well aren&#**;t they cleaning the H353035**3536323035Hs" very rude. I hung up on him. I told them to get out of my house, he said are you asking me to leave, I told all of them to get out or I was going to call the law. I received several phone calls asking me if they are cleaning the H353035**3536323035Hs. The installers were getting things together without getting the smears and caulk off the glass and making them presentable.

  Business response

  12/27/2023

  A project manager has been out to clean the windows, as well as discussed a discount due to the issues. The job has been completed up to *********************** standards and the balance after the discount has been collected. 

  Business response

  01/30/2024

  Our Production Manager as well as Project Manager have been working with ****************** regarding all her concerns. Window World received notification of issues listed above on December 27th due to being closed for the Holidays. As soon as we were notified our Production Manager reached out and discussed all of ********************** concerns. She stated that she did not want to speak about the "windows being cleaned" again or she would call the cops on us for harassment . So, our production manager agreed not to mention it and we sent out a project manager the same day to address the other issues. While he was on site he collected the information that was needed for a replacement sash reorder due to it having spots between the panes. ****************** signed off on the service contract stating that she agreed to that being the only remaining issue that needed to be resolved. The replacement has since been ordered and is in production. As soon as we received it into the warehouse then we will reach out to schedule a time that works for ****************** for it to be installed. Window World also gave a $500 discount due to the issues that were encountered during the contract process. Generally a discount would not have been discussed due to the concerns being  covered under the warranty. While our project manager was on site, ****************** also mentioned that the reason that she was pursuing these concerns is to "get a discount" on the balance. After receiving notification today about the same complaint, our production manager reached back out. She stated that she felt that the discount that was  previously agreed upon by all parties was unfair. Our production manager explained that we would not be given any additional discount, and ****************** proceeded to hang up on him. 

  Business response

  02/20/2024

  As we previously mentioned, we offered to send someone out to clean the windows and was told by ***************** that she would call the cops on us if we brought that up again. We have a technician and project manager scheduled to go out on February 29th to install the replacement sash. While they are there they will do a final walk through to ensure that ***************** is satisfied with everything. 

• Initial Complaint

  06/13/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Our complaint is again Window World of Huntsville/******* at **** Sportsman Lane with a contract signed with them to complete replacement of a window and door in the front of our home with the total amount of the contract to be owned, upon the completion, of $11,500. There were issues from the beginning with a final issue being non-completion of contracted work and now they have sent us to ************ (PO Box ***** ********, ** *****). ************ was contacted Monday, June 12th at 12:35 pm and asked to provide, via mail, the original contract with signature, the original creditor information, payment history and itemized bill, and proof of ownership of the debt and was refused it by mail (would send re-send me the original contact letter (not containing all the information requested) or I had to contact Window World. When told they were the ones collecting the debt so they should provide this I was asked who I got this info. from and I explained the BBB and they sent me to a supervisor's voicemail. Window World caused much stress, time off work, anxiety, and loss of time/money for our family during the time they were working on the home. They caused my husband to take off work for multiple appointments that were not necessary, installed doors the wrong size, caused us to have no trim and sprayed in sealer (with gaps and light coming in from the outside) which allowed for bugs and air/heat to escape (very high electric bills from this access to the elements) and stress to my children that they were not safe because there was not a legitiment door installed, they installed the upper window and did it incorrectly causing rain inside our home, many meetings/phone calls and us as the customer tracking them down to get answers, broken promises, and ultimately, we told me we would not sign off on completion until it was inspected by a 3rd party when the work was complete. It was never completed, even with multiple documented contacts, we moved, and they want money for a job not completed.

  Business response

  06/22/2023

  The customer paid no money down for the products installed in the home. To date they still haven't paid for the products installed in the home. There were issues with the job, in which were corrected in November of 2022. Upon completion the homeowner would not sign the certificate of completion because they wanted a third-party to inspect the installation and product. According to public records this house was sold a month later. We believe this third-party inspector was the home inspector for the sale of the home. With the house passing inspection, and ultimately the house being sold the customer still didn't pay us for the services rendered. This account will remain in collections. We have also included a picture of the front of the home with the product installed, and the product looks wonderful. 

  Customer response

  06/26/2023

   
  Complaint: 20175422
  
  I am rejecting this response because:

  I will go sentence by sentence(numbered for ease of following) in response to Window World's last response-

  Sentences 1-2: No money was put down because that was not part of the original contract which was financing 0% interest for 18mo. AFTER completion of the job. Nothing has been paid because the job was not completed so payments are not due, as per your contract.  In addition, we were never sent a bill with monthly payments due or date due because the job was never completed.  The ***** Fargo credit account opened, as per your agreement for financing, was closed a while ago due to inactivity so even if the job was completed, there was no financing entity to pay (thus supporting that we never received a bill or plan for repayment from your company).

  Sentences 3:  Many, many issues and almost 2 years of stress, missed work, higher utility bills, time, etc.  The job WAS NOT completed in November 2022 and we have pictures, text messages with your GM through late December with acknowledgment that the job was incomplete, had a call from your Huntsville office in February 2023 that you finally were able to complete the job with materials needed. 

  Sentence 4: No certificate of completion is signed because you all never came back to complete the work.  No certificate of completion could be signed because you never came back. But yes, we told the *** in writing, multiple times that the work on the home MUST be inspected by a third party inspector prior to us accepting the work due to the many issues we had with your company with acceptable workmanship.  This was never able to be completed because you never completed to job to have an inspection done. No certificate of completion because 1-the job was never completed, 2-we never were able to have it inspected by a third party because it was never completed to do so

   

  Sentence 5:The home was sold on December 30, 2022.  Your GM was notified on November 30, ************************************************************************** writing, to which he responded and acknowledged and said he would get it done. 

  Sentence 6-7:The house never had a home inspection and no home inspection document provided.  The buyers did not decide to get a formal home inspection completed.  So, no third party inspection was ever done on the work contracted.  Ultimately, buyer of the home accepted the work left incomplete "as is" because they planned to do a total renovation of the home.  Money was requested by the buyer and distributed, at closing, by us for inconvenience.

  Sentence 8:This should NOT be in collections at all due to your company not completing their contracted work.

  Sentence 9 with photo attachment: That is a photo of the front of our previous home, the home in question; however, this is not a photo of the door in question. Although, that door was also not completed. 

   After almost 2 years of stress from issues with your company, with admissions from upper management, in writing, of the total mess that became this project, I would hope that a reputable business would want to settle this and move along without further pushing an issue where they were clearly, 100% in the wrong.  

  We have tried to settle with this company when they called after the initial BBB complaint, telling the lady who called us from operations when asked what we were willing to do, that we would pay for the work that we know was completed (the upper window).  This isn't indicated in a certificate of completion but we are not unreasonable and are willing to state, without inspection or proof, that this was done.  But Window World is continuing with false information and demanding payment for a broken contract (on their part). 

   We would like nothing more than to settle this in an amicable manner.  We do not wish to go to court as this will cost us and Window World more than what this contract is worth.  We will have to do so if we are not removed from collections and an agreement can be made.  

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

  Business response

  07/05/2023

  We are willing, and have always been willing to come to an agreement. Once the agreement is reached, we will remove you from collections. We will call you today to discuss. 

  Customer response

  07/09/2023

   
  Complaint: 20175422
  
  I am rejecting this response because:

  Although the company stated they were willing to reach an agreement and were going to call us on Wednesday, July 5th, we have not yet heard from the company.  We have waited for the call and provided extra time for the company to make right on their promise but we have no choice but to respond.  

  This has been one of the many issues we have documented with the company throughout our time working with them.  With all the many problems with workmanship and adhering to their contract/promises to make things right, we, the customer, waited for responses that ultimately never came and we were stuck having to contact the company to get a resolve with the issue at hand.  

  We are continuing with this pattern and Window World continues to have our account in collections, where it should have never been in the first place as seen in the response thread from the BBB complaint.  

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

  Business response

  07/10/2023

  7-10-2023  

   

    Both parties have came to an agreement on the balance and will be pulling this contract from collections. Our accounting team is currently working on this since The ******** have requested to be invoiced before payment is collected. *************** also stated that once the invoice is sent over and the account is paid, that she will respond to the complaint. Please let me know if you have any questions.  

  
  

  Customer response

  07/12/2023

   
  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.

  We paid the agreed amount, as determined by both parties, on Tuesday, November 11.  We have a copy of the receipt of payment and invoice stating our account with ******************************************* is paid in full and will be pulled from collections. 

  Thank you BBB for your time and assistance. 

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

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/28/23, I contacted Window World to advise them that a piece of vinyl siding they installed was sticking out and that it needed to be corrected. At the time of the call, they informed me that they could not come out to assess the issue until 3/20/23. On 3/4/23, we had a wind storm come through the Huntsville area. Due to WW not properly installing the siding, the wind ripped the siding off of the side of my home. On 3/7/23, a technician came to my home to assess the damage. He advised me at that time, he would put an order in to replace the siding and he would contact me on 3/9/23. On 3/9/23, I never heard from the technician so I contacted WW. I was advised that the material had not been ordered and they would have a Manager visit my home. On 3/20/23, the Manager came to my home and assessed the damage and reassured me they would order the new siding and I should hear back from them promptly on being placed on the schedule for repairs. I informed the Manager while he was at my home that the crew they hired to install gutters did not install them properly and that water is draining between the gutter and the house. He reassured me that they would get this taken care of. As of 4/24/23, I have not heard back from WW and every time I contact them, I get the run around. It should not take 2+ months to repair/replace the siding on my home due to their neglect. On 4/17/23, I had a roofing company out to my home to inspect my roof. During his inspection, he stated that due to the gutters not being properly installed, I now have damaged wood behind the gutters that will need to be replaced. Dealing with WW has been a total nightmare. I have spent over $27k with WW between Windows, Gutters and Siding and I expected to be treated better than this. I am looking for a resolution quickly as their neglect could cause a mold issue in my home which could potentially be a safety hazard.

  Business response

  04/26/2023

  We are very sorry for the delay, and lack of communication on updates. We are still waiting on replacement siding to come in from the manufacturer. We will go ahead and call to get this on schedule with the expected delivery date from them. 

  Customer response

  04/30/2023

   
  Complaint: 19977240
  
  I am rejecting this response because I have been waiting for months to have my siding repaired.  The gutters were also installed improperly and when it rains, water is draining between the gutter and my home causing damage. To my understanding, you have 2 different crew (1: that works on siding and 2: that handles the gutter work). I am requesting all imperfections to siding install and gutter install be repaired as quickly as possible.
  
  Sincerely,
  
  *********************************

  Business response

  05/05/2023

  We are still waiting on the product from our manufacturer. We will follow up with them and try and get a concrete answer as to when we can expect this delivery and update you with that date. The gutters can be completed directly after the siding is finished. 

• Initial Complaint

  04/17/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On July 5, 2022 I signed a contract with Window World of Huntsville. Small job, $1400. I had to pay $700 down payment and was told it would be November before the work would be done. In November, I was told another 8 week. In early January, I was told another 8 weeks. I was also told I would get regular updates. It has been almost 16 weeks since I last heard from Window World. They have yet to complete the small project. It has been a total of 40 weeks since I signed a contract with them and absolutely NO WORK has been done. I am tired of waiting and believe I've been scammed.

  Business response

  04/19/2023

  We will be calling you immediately to get you on schedule. We are very sorry for the delay here. We will make this right. 

  Customer response

  04/19/2023

   
  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.  They did contact me and said the job would be performed May 8-10.  Sorry it had to come to this in order to get the job performed!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On, September 28, 2019, we entered into an agreement with Window World to replace 16 windows in my home at *************************************************************************, in the amount of $6250. Window World came on November 14, 2019, removed the old windows and replaced them with new windows. The problem comes in when we open the windows to clean them the ballast system breaks. At first, we were told we were tilting the windows wrong, after that we were told we are tilting them right. The factor rep came out and said, they just got a bad batch of ballast and replaced them; also said some of the windows had been installed wrong and sent the man back out to reinstall the windows, which did nothing to salve the problem. Then we were told the top sash need to be replaced, they sent a crew of men out to replace them, they could not get the windows out because the ballast was broken. They sent someone to replace ballast so the windows could be replaced, after all of that they decided that would do no good. For two years they came and replaced the ballast system which was just a band aid. Then they sent project manager ********************** out, Mr. ******* said all the frames were bad and needed to be replaced, that never happened. Then a ***************************** came out; he said replacing the frames would not help. Ten the factor rep came out again, at this time he said it was the brake system was bad and needed to be replaced, they replaced them and did nothing to resolve the problem. On August 16, 2022. I gave a letter to ************** and the factory rep, I also sent a copy of the letter to Window World ******************************************************************* requesting window replace or a refund within ninety days from date of letter, which no one replied to. I have been in contact with the ******* office talked to *******, ************, he told me that it would be up to the Vic-President to make the decision to refund or replace my windows, this was over a month ago and I have not heard anything from anyone.

  Business response

  02/09/2023

  This was a manufacturing defect and we will be reordering the windows for this home. Please allow 6-8 weeks before we receive them. 

  Customer response

  02/12/2023

   
  Complaint: 19366761
  
  I will only accept these windows after they have been installed and tested for a few months. Weve had the old ones for over three years and they have never worked right. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased four new sliding doors and one window from window world of Huntsville, AL in early 2022. I waited patiently several months for the delivery and installation. I have nothing, but problems with the install. They have failed to properly seal the covers, one door has a piece that fell off, the covers do not fit correctly and one door does not shut correctly. They have returned to fix the problems several times, but have consistently failed. I tried calling them several times in the last few days, but they have not answered the phone or returned any of my messages. Attached I have uploaded some of the pictures. I have yet to pay them in full because they have not finished the job. On 16 Jan 2023, they threatened to send my bill to collections while indicating they have tried to get me to pay. They have not tried to get me to pay at all because they have not finished the job. I am happy to pay the bill once they finish. The other alternative is I pay the final bill, have a competent window company fix the is***s and *** them for the cost of repairs.

  Business response

  01/18/2023

  We apologize deeply for this. We will be calling you now to go over a plan of action on how we are going to take care of this. 

  Customer response

  01/19/2023

   
  Complaint: 18822497
  
  I am rejecting this response because: the business is only interested in collecting the money owed to them.  They are threatening me with collections unless I sign a completion certificate on 28 Jan when they return to fix my issues.  I am happy to sign the certificate and pay them if they fix my issues, but not until then.  I request this claim remain open until then. 
  
  Sincerely,
  
  ***************************

  Business response

  01/26/2023

  We would like to finish the job before any payment is collected. 

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  07.20.21- WW came for estimate 08.20.21- Signed contract w/ WW ($16,000)10.14.21- WW called stating windows are delayed 11.23.21- WW called stating have windows and to schedule install 03.02.22-03.04.22-WW installed windows and door. MB window and ** trim wrong 03.11.22- WW scheduled payment for work ($16,000)06.29.22- WW called to schedule MB window replacement 07.16.22- WW called to schedule MB window 08.05.22- WW called to reschedule appointment that was on 8.8.22 09.02.22-WW tech came to replace window in MB and trim on **, ** trim not with technicians. Found exterior casing wrong outside & indoor trim damaged. Pics taken by repair tech.09.06.22- WW called, called WW back, and agent said would have Project manager call me 09.06.22- ****(Project Manager) called stating scheduler will schedule a PM to come assess situation 09.06.22- Window World called to schedule appointment for 9.14.22 w/ PM 09.14.22- 2 Project Managers came to assess the issues and wrote new service contract to have repairs made. Identified interior trim was used on the exterior of home and this trim was for interior purposes only and WW needed the original installers to come and replace the trim with exterior trim, since the contractors were paid to do so originally. Stated original crew will correct outside defects, repair tech would come correct inside defects identified- such as damage to interior window casings and missing trim on interior of front door. *One of the project managers asked to use my restroom, and did*09.29.22- called WW due to no contact for 2 weeks (I initiated contact NOT WW)09.29.22- indifferent agent on phone scheduled appointment for 11.03.2022 11.03.22- original install crew came to repair their work from MARCH. They DID NOT bring the ** trim with them that we have been waiting on since MARCH, need additional apportionment. 11.09.22-no call yet from WW to place the missing ** trim. Proposal: 15% money back and place missing trim on **

  Business response

  11/15/2022

  We appreciate your patience with this job. It appears that we will be out today (11/15) to get this corrected.

  Customer response

  11/15/2022

   
  Complaint: 18382999
  
  I am rejecting this response because: 11.15.22- the master tech came to replace trim and didnt have it on his truck, even after the manager called to confirm the correct piece prior to their coming. As of 11.15.22, trim not replaced and no offer of any type of reimbursement has been made. 
  
  Sincerely,
  
  *****************************

  Business response

  11/17/2022

  This was completed on 11/16. The trim that was to be installed on 11/15 was rained on in transit. We didn't want to install waterlogged trim, so the following day we completed the job with newly painted trim. 

  Customer response

  11/17/2022

   
  Complaint: 18382999
  
  I am rejecting this response because: the repair tech did come and successfully place the trim on the 2nd visit in 2 days, after the BBB complaint was filed. However, WW has not extended any type of reimbursement offer for these damages and ongoing issues/burdens, nor have they acknowledged that piece of the proposal of this case. By neglecting that part of this complaint, they are continuing to demonstrate a lack of empathy or ownership towards this situation and treating the situation as a BAU occurrence for how they conduct business. This account was created in August of 2021, installed in March of 2022 and 4 repair truck rolls and 8 months later, I just now have my trim installed because I filed a BBB complaint? My request is for WW to extend a reimbursement offer, and that within itself is not unreasonable, due to the nature of this complaint and what we have experienced for a year and 3 months. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3-15-22: French door sold. 10-11-22: French door installed poorly. 10-12-22: Service contract written up to make corrections, person later left company and never turned in paperwork. 11/4/22: Service contract written up to make corrections, never contacted by company to make such corrections.

  Business response

  11/15/2022

  Thank you, 

  We will be calling immediately to get this resolved. 

  Customer response

  11/16/2022

   
  Complaint: 18370864
  
  I am rejecting this response because:
  
  I was never contacted. Even 24 hours after this response. 
  
  Sincerely,
  
  *********************************

  Business response

  11/17/2022

  Our Project Manager, ******, has spoken with this customer and let her know the door frame is in production. This will take 3-4 weeks to deliver. This was also discussed on site during the last quality check. 

  Customer response

  11/17/2022

   
  Complaint: 18370864
  
  I am rejecting this response because:
  
  I was never contacted. I had to call him to come out here with another boss, *****. The two men took notes and never wrote up a service contract. I then called again and ****** emailed me an unsigned contract. There has also been no discussion for refund or discount. 
  

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

  Business response

  11/30/2022

  11-30-22  

  The door is in production. I was with ****** the day he told her how many weeks it would take. She requested documentation of what we planned on doing to fix, and that is when ****** sent her the service order for our field team. Everything that was on the service order was discussed in person with her with myself and ******. 

  
  We do not like discussing compensation until the job is completed, and we definitely do not discuss it on an open platform on the web. It is handled internally. 

  
  This is still an open contract. It cannot be closed until I get the warrantied door frame. 

  Customer response

  11/30/2022

   
  Complaint: 18370864
  
  I am rejecting this response because:

  No one has contacted me to discuss compensation. Every point of contact has been made because I initiated; otherwise, Id be stuck with a door that doesnt close and all its other problems. In fact, I was expected to make payment on it this month. I do NOT feel comfortable making payment on this even though I did. Furthermore, I should be compensated simply on the fact that my heat bill has skyrocketed because of this. 

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

*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. ↩