ComplaintsforWindow World River Region

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to file a formal complaint against Window World for incomplete work, customer service that doesnt return calls they promised to, and false claims. We purchased windows from them and were pleased so to try and save money on our energy bills, we ordered vinyl siding. We were to get free shutters but to date have NOT received them. They destroyed our rain gutter and took it down and threw it away. They claim that a man had called and told my husband that we had to take rain gutters down but, since we have no home phone, and the number on file is my cell, he did not speak to my husband nor did they speak to me. I have called them no less than 4 times and got promised a call back that afternoon or next day. Then I stopped by the office on 7/2/23 and spoke to ***** and explained the problem and she was to talk with her boss and call me back that afternoon or the next morning. NO CALL BACK. I sent our salesman an email and no response from him. My husband is 91 1/2 and I am 76. We are on fixed incomes but we have made every payment. I contacted the financial services that finances their work, and they contacted WW and never got a response back.

  

  Business response

  08/26/2023

  ***************, I am aware of your request, but per the contract you did not contract for new gutters therefore we can not take down and put up old gutters as stated on contract. If you want new gutters will be glad to put them up and I will discount them.

  Owner

  Customer response

  08/28/2023

   
  Complaint: 20514911
  
  I am rejecting this response because:
  The gutters were destroyed by YOUR men. They took down not only the crushed sections but also the downspouts then they threw them away. No we didnt contract for new gutters but we were NEVER informed that we had to remove them before the siding could be installed. Had we been told we would have taken them down.

  also you knew about the problem with the gutters and the area by the back window that YET has been fixed.

  We want them to bring back our old gutters and down spouts. They have not completed the work that they were contracted to do. By the kitchen window, there is no caulking. They have smashed the trim piece above the window. They were aware of this because they have pictures of it. They came Friday and fixed the gasket over the garage door and hung the shudders. They said they were coming Monday to caulk the window. Nobody showed up. 

  

  Business response

  08/29/2023

  Sorry you feel that way but to properly install siding gutters must be taken off and  WW is not responsible since it was not contracted to replace gutters.

   

  Customer response

  08/30/2023

   
  Complaint: 20514911
  
  I am rejecting this response because: There is NOTHING in the contract that advises me that I needed to take the gutters down. The installers should have put them aside and not destroyed them and disposed of them. Simply return my gutters and downspouts. 
  also, we were advised that our salesman, ******, and another gentleman from WW would be out this past Mon. to look at the back window and no one showed up or called. Your total lack of customer service after you get your money from ***** Fargo is ridiculous. Had we known your customer service was so bad we would NEVER purchased siding from you. You advertise your business and how good you are but that is far from the truth.

  
  Sincerely,

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

  

  Business response

  09/07/2023

  Will follow up on service and have the office reach out to you.

  Customer response

  09/07/2023

   
  Complaint: 20514911
  
  I am rejecting this response because:
  They have made numerous promises to come back and they dont show up or call.

  In fact, when I was in the building on Tuesday, they started talking about me when they thought I was gone but I was still in hearing distance. I dont feel I am being unreasonable, when you spend over $24,000 on something you expect the job completed in a timely manner and that you shouldnt have to go to these extremes to get satisfaction.
  Sincerely,
  
  ***********************

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 27, 2023 I contacted Window World and talked to a lady named ****** about issues I was having with my door. The door was chipping where the nails were. The door would not shut all the way and the front of the door was fading. ****** told me at the time the door had a lifetime warranty and asked me my address. When I gave the address she asked me if I was the original owner which I said no. She said it was ok that I could pay the $250.00 to transfer the warranty but said I could wait until that sent out the repair guy to look at it.On January 31, 2023 a man by the name of ****** came out and look at the door and took pictures.On February 13***** I called back because nobody reached out to me to tell me anything or what the next step was. At this time I talked to another rep and asked why nobody was contacting me.On February 28 ***** I called back and talked to ***** which said she would contact ****** and ask him to call me the following day.On March 1, 2023 ****** calls me and says we dont carry that brand of door anymore so we will not do anything to fix or replace the door. He said I had to call the manufacturer to see what they will do.I was willing to pay the transfer of warranty but was told to wait now Im being told that they will not do anything because they dont carry the door anymore. Lifetime warranty is a lifetime warranty. This is unacceptable.

  

  Business response

  03/20/2023

  Vendor of the door manufacture is no longer associated with Window World, customer must go directly to vendor as stated to him previously.

   

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had Window World install approx. 25 windows and 1 storm door on or around 05/26/2022. Now the window locks are not locking the windows ,caulking is coming off around exterior and some of the screens keeps falling off. I have called the the installer several times since the windows were installed and they have yet to come and correct the problems with the windows. We paid over 15K for the install. we feel very unsafe since the windows do not lock. We have 5 grandkids living in the house.

  

  Business response

  12/06/2022

  Customer does not belong to this store.  Please contact WW of ****** ** to correct his issues.

   

  Customer response

  12/12/2022

   
  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

  06/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This is a warrany issue on three doors. Proposal accepted on 8/6/2020 and installation on 12/8/2020, #2 door panel was wrong color. We called shortly after to report seeing daylight around 2 doors and someone came to adjust, did not resolve issue. Called and was told when someone in the area they would send someone, waited until 9/2021 called again, they would check and call back, they did not, called Window World Corporate, someone called and came out made adjustment, but still seeing daylight. Called and reported problem with door color fading and spotting, no one responded, called Window World Corporate again, suddenly they could call and make appointment, **** the Manager of River Reigion Window world made an appointment for 1/7/2022 for 1:00-2:00 P.M. he did not show we called and "he got tied up on an install" and would be there in 45 minutes, he did not show, called back and "he had to pick up kids from school", nobody called us we called them to find this out. **** re-schedules for 1/24/2022for 2:00 P.M., does not show until 3:30P.M. He will order new door and repair other two doors and it under warranty, please be patient. Waited five months, no call to let us known, called left 2 messages fro **** and he did not call bace. Called again and apt. was set for 6/15/22, they were a no show, apt. re-set for Friday 6/17/22, again a no show. Called Window World Corp. today. 3 times I have called corporate and requested ***** the franchise owner call me he has not called, guess this customer is not important enough, although this is the third time doing buiness with Millbrook. I realize they pay for membership and that you probably always favor the business as oppose to the consumer. Ask yourself this question as a consumer, "Is this how you want a business you do business with to treat you? The installer called this morning and said he would be here Saturday A.M., it took another call to corporate and yet no call from franchise owner. I will not recommend

  

  Business response

  12/13/2022

  ******************, emails were not being sent to me personally, BBB was using a different email address.  **** is out of the country till Friday will discuss with him and get back to you.  

  *****/owner

  Customer response

  12/14/2022

   
  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,
  
  ************ And ********************************

• Initial Complaint

  12/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a window from River Region Window world on June 17, 2021. I made a down Payment of $******. I received a call from Window World in October that the window was in. I do not get an off day during the week except every third Tuesday. So I set up the install for the Tuesday in October that I was off. They were to arrive at 2 pm. Around 3 pm I started making calls to find out were they were. It took 5 calls to get someone to finally call me back. I knew it was not the weather because the Sun was shining. When I finally got a call back, I was informed that they were behind on a job and were not coming. When I go to work the next day. I checked the schedule and saw that I was off on November 11, 2021. I called and asked since it was a holiday were they working and I was told by the woman at the office they were indeed. She even went and checked with someone else to make sure. So she stated that she was going to set me up as the first appointment on November 11 at 9 am so that I would not run into the same issue as I did the day before. On November 11, 2021 I had again prepared the window for their arrival and moved my cars out of the driveway for the installation. At 8 am I received a call from Window World stating that They were not coming because he ran int termites on the job that they were doing the day before. He ONLY install dates that he offered was the next Saturday which I had told before that they do not install on SAT. I had already made plans for that day. He also offered the next Sat which I had to work. He offered no other options and acted as if he did not care to do the job. I told him that if he could not do the job that I wanted a full refund. He then stated that I was under contact. So I pointed out to him that he was ALSO. He was a no show for two appointments. I have not hear from them since. So at this point it is December and I have no window or even proof that they ordered it and I am out $******

*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. ↩