Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an apartment building in which the previous owner purchased windows from window world. As a part of our transaction and as window world promises, a transferable lifetime warranty was transferred me. Upon purchasing the building in April of 2018, approximately 10 windows were replaced with a number of others needing replacement. Completimg the work in 2018 was supposed to be done in 2 phases with almost all windows needing replacement. Well here we are in 2024 and the work has yet to be completed. Part of that was due to Covid, which I understand. The greater part however is the fact that customer service mean nothing to this company. This is evidenced by the fact that every time you call, not only do you not get the service that needs to be done, you do not even get the courtesy of a return call. The most recent example of too many to count was in Friday, June 21st. Windows were supposed to be delivered from the factory Monday June 24th, and I was to receive a call coordinating installation. Here it is July 1st and true to form, not only no windows, but not even a phone call. I have heard every excuse under the sun. Inevitably windows that are going to be delivered in a certain time frame either never make it or are constructed so poorly they can not be used. The last time a service person showed up, he brought 7 or 8 windows and only installed 1. The rest were thrown into my dumpster. It's to the point that you get so sick of dealing with these people you just give up until you're ready to listen to their excuses once again. I don't know if that's intentional. I don't know if everyone at the company is wholly incompetent. I would never recommend this company to anyone. Every company makes mistakes. That's just how it is. How companies respond tells you whether or not you want to continue to do business or if you're willing to recommend them. There is no way I could recomment this company to anyone.

  Business Response

  Date: 07/01/2024

  We have Mr. ******** on the service schedule for July 3rd to get this taken care of. 

  Thanks

  Mark *****

• Initial Complaint

  Date:04/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Entire home windows installed May 2020.. fast forward3 years,about half of all windows started becoming hard to see thru due to huge discolored round spots that look like mold. I phoned Window World of Pensacola in March of 2023 was told they would order windows and replace , I called several times always given a run around. I started calling corporate as well with no resolve. It's been over a year and still no resolve.I was told by their Corporate office (866-740-2100) that Window World of Pensacola told them in June of 2023 Windows were ordered and on books to be replaced within the week ! HUGE LIE . I phone Window World Of Pensacola today April 2024 and was told they will send a Rep out in 4 days ( we will see) I then hung up and phoned the Attorney General (850-414-3300) and filed a complaint , I am filing this with the BBB then off to speak with a reporter who is investigating my story and then a few other phone calls to licensing and other consumer advocate organizations within the state of Florida. This is ridiculous for this company to treat any consumer in this matter. And for a consumer such as myself to have to go thru this process to try and get them to honor their warranty or at the very least a return follow up call . The corporate office is as lacking the same customer service effort as the local office , no one there ever followed up to see if my Windows had been replaced. If you are considering using this company save yourself a huge hassle and don't purchase from them !!

  Business Response

  Date: 04/29/2024

  We apologize for the delay. We are sending our service tech out to look at the windows and make sure we get the correct information so we get the correct parts ordered. We have been in business since 2001, we have always honored our warranty and we will this time. If you have any questions you may contact me at ************ Thanks

  Mark ***** GM

  Customer Answer

  Date: 05/03/2024

  
  Complaint: 21639803
  
  I am rejecting this response because:  Mr. *****  apologized here in writing  for the "delay" this hasn't  been a "delay"   its been a serious of phone calls from me for over ONE YEAR and a serious of LIES about my windows being ordered for OVER ONE YEAR .  Due to my efforts of reporting this company on both State and County  levels a Window Tech was sent to my home today, I have 10 windows that need replacing now for over ONE YEAR , again I was told  today ( 5-3-24) the windows would be ordered...this company has a long history of telling me my windows will be or have been ordered. So due to the fact I have been continually lied to by this company . I must go with seeing is believing on this one. I CAN NOT resolve, I must reject- until the new windows have been installed into my home, I was told by the tech today it will be 4 to 6 weeks..Unsure if that translates to Window World time of 4 to 6 weeks from NEVER ? Or if they are really going to place the order,  they really have been 100 percent dishonest with me. So I can not take words of empty promise from this company.  With this company it has to be tangible, visible actual evidence-windows as this company has zero integrity.  Mr.***** I would of at least expected you to phone me about what your company has done if you were truly sorry. And by the way a delay is when there is actually intent of delivering, your company never had any intent , your company even went so far as to lie to the corporate office in June 2023 stating the windows were ordered ! So who won't your company lie to ? This is why the windows must be installed into my home before I can  agree to believe that the windows are going to be replaced.

  
  Sincerely,
  
  Rosa *******

  Business Response

  Date: 05/03/2024

  This will be taken care of. I will call you as soon as I get confirmation from the manufacturer Will probably be on Monday.

  Thanks

  Customer Answer

  Date: 05/13/2024

  
  Complaint: 21639803
  
  I am rejecting this response because: I have been phoned and emailed by the company stating the windows have been ordered. With a tentative date of June 6th 2024 for delivery. In the past this same company told me the exact same thing in June of 2023 however no windows were ever received. I would like to wait and see if this company is going to actually keep their word this time and replace the windows before closing this case.
  
  Sincerely,
  
  Rosa *******

• Initial Complaint

  Date:12/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 20th we ordered an exterior sliding door and gave our 50% deposit. We were told it would take 3-4 months. After almost 5 months we had not been called so I called the office. I was told that the door was in (why did no one call us?) and an appointment was made for installation. The installers were very nice and polite. After they removed the old French doors and installed the new one, the installer showed me that one panel had cracked glass and the plastic molding on the other had multiple scrapes and gouges. After they left I noticed that the non-cracked glass panel had a scratch inside between the panes. This should have been caught at quality control in the factory. I called the office and was told to take a picture and send it. I did that. I was told it would not take long to get the panels as opposed to getting a whole door. Two months later, still no call from WW so I called them. I was told that the doors were in the warehouse and delivery appt was set up. The installer did not even unpack the door panels because as soon as he saw where they were going he said that they gave him the wrong ones. My doorway was much taller than the doors he had. He said he had been given the wrong paperwork and would check the warehouse. He called later to say that the doors were not in and had me send pictures again. Several weeks passed again with no communication from WW so I mailed a letter to the owner. Again, no response so I called. The owner, Mark, claimed that he never got the letter. He said that the panels would not be in until the end of November. I requested better communication and suggested an adjustment to our bill for our inconvenience. Mark gave no response to that. It is now December 7 and I am still waiting. Almost 9 months! I wish I had read the BBB reviews before using Window World. Our campaign has begun to warn others in our church, community, and family to avoid Window World of Pensacola.

  Business Response

  Date: 12/08/2023

  We have received 1 of the door panels and the other should be in shortly. I just talked to Mr. ******* and gave him an update. As soon as the other panel comes in we will get the project completed. It is unfortunate that the factory sent the wrong panels the first time, hence why this has drawn on so long.

  Thanks

  Customer Answer

  Date: 12/14/2023

  
  Complaint: 20975489
  
  I am rejecting this response because:the installers came yesterday and installed the new panels.  One panel had a 15 inch scratch on it that was very apparent in the sunlight.  The installers went to the warehouse and returned 2 hrs later with a new panel.  They had inspected it in the warehouse but once it was installed, the sunlight revealed two small scratches.  One is about 1 inch and the other is 2 1/2 inches long.  The larger scratch is right at eye level when sitting at our dining room table.  Hunter, the installer, took pictures and said he would talk to Robert (I think that is his name).  There was also a nick in the paint on the other panel.  Hunter went to Ace and repaired it with touch up paint and I have no problem with that.  I asked that someone get back to me about how we can resolve the issue of scratched glass. It is a day later now and I have heard nothing.

  Hunter has been very polite and professional.  The only problem is that ever since the old French doors were removed, that sector of my alarm system no longer works.  Apparently the wire circuit is no longer intact.

  My house has several French doors that are 20 years old and have withstood furniture and other objects being moved in and out as well as my two grandsons who are rough on everything.  Those doors have no scratches.  The new Window World door is costing me almost $5000 and a lot of my time.  I expect the door to be as advertised and that includes being scratch free.  I have also been offered no discount for all of our inconvenience.  A discount is not required but it is always good business practice to make the consumer happy.

  9 months and counting since I gave WW my deposit and the door was ordered!

  
  Sincerely,
  
  Kevin *******

  Business Response

  Date: 12/14/2023

  Yes sir, we apologize the new panels had defects in them. They have been re-ordered and you have been given a discount. As per our conversation on the phone I will get you taken care of as soon as I possibly can. 

  Thank you for your patience 

  Mark *****

  Customer Answer

  Date: 12/15/2023

  
  Complaint: 20975489
  
  I am rejecting this response because:The job is still not completed.  I appreciate your quick responses now and the discount you have indicated you will apply.  I only wish things had gone this way prior to my complaint to BBB.

  You said that eta for new panel is 3/18/2024 but that you will try to expedite if possible.  March 18 will mark 2 days shy of one year since I signed our contract and gave 50% down payment.  That is ridiculous, don’t you agree?

  There is obviously a problem with the manufacturer if 5 panels have arrived scratched or cracked.

  i hope this job can be finished sooner, but until then I cannot say that I am satisfied.

   

  
  
  Sincerely,
  
  Kevin *******

• Initial Complaint

  Date:09/18/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted WW for a quote. The windows on the house were damaged by a hurricane. I saw on their website that they offered 0% financing A gentleman came out and took the measurements information. The total came to $47k. Since I was still waiting on my insurance settlement for the windows I wanted to take advantage of ordering the windows now instead of having to pay upfront the $47k and then waiting 4 months for them to arrive. I went to the website click on the link to apply. I was approved for the total amount and then I emailed the salesman to inform him that I would like to move forward. He then explained oh we don’t honor any of the advertising on our website. I explained that I have a Window World credit card only good at Window World and why would you not take it. He just said that the owner doesn’t want to pay the small fee associated with the card. If you go on the website you will see that on EVERY SINGLE PAGE they advertise their private label credit card issued by Wells Fargo. The owner wants to take advantage of the advertising to bring in customers but doesn’t want to honor anything published on the company website. In my opinion this type of behavior is deceptive and inappropriate in order to lure a customer into the store. If they don’t offer the financing then it should not be on their website advertising it. Florida Law states that False or deceptive advertising is related to any type of advertising that is misleading, false, or has effectively deceived consumers. An advertisement may be deceptive in several aspects, including: False facts regarding deals or sales Confusion over interest rates or other factors. Chapter 501 of the Florida statutes, also known as the Florida Deceptive and Unfair Trade Practices Act. States that by advertising and not honoring their ads WW has violated this statute/law. Ultimately they can be fined $10k for each person who inquired about their ads and pay all legal fees if one were to pursue it.

  Business Response

  Date: 09/18/2023

  No where on our advertisement does it say 100% financing. We do have those financing options available but we do require a half down payment. We have not done 100% financing for a few years now. I am sorry you find the ads deceptive but there is nothing on the ads that is incorrect. If you would like to discuss you can reach me at ************. 

  Mark ***** GM

  Customer Answer

  Date: 09/18/2023

  
  Complaint: 20613133
  
  I am rejecting this response because:
  My complaint was not about 100% finance.   It was about how you 100% don't offer it.   I was told three separate times by three different salespeople and in-house people that you don't offer the financing on the website.   They I was told that I had to pay with a check upfront for 100% of it and I would get a 3% discount.   Again, my complaint was not about 100% financing it was that there are zero disclaimers on what you offer as the laws around this type of adverting is required.  
  Sincerely,
  
  Matt O

  Business Response

  Date: 09/18/2023

  Well I think your a little confused on your facts since we haven been out since 11/15/2022. You can pay the full amount and get 3% off, but our normal is 50% down just like any contractor. The financing on our page is available after you put half down. 

  Thank You 

  Mark ***** GM

  Customer Answer

  Date: 09/18/2023

  
  Complaint: 20613133
  
  I am rejecting this response because: there are no disclosures on the website as required by law
  
  Sincerely,
  
  Matt ******

• Initial Complaint

  Date:07/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Window World is incompetent!!! They installed windows in our home Getting back out to service defective windows is impossible they send out worker without promised parts over and over

  Business Response

  Date: 07/13/2023

  Mr. ********* I apologize for the service issues. I called and left a message for you earlier. I would be glad to get you taken care of.

   

  Thanks

• Initial Complaint

  Date:07/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Window World delivered four windows with weep holes on the wrong side.... Thus they wouldn't fit. I was told that it would be months before I could get replacements so I asked for a refund which they agreed too. A few weeks later WW picked up the windows from my house. It has been 6 months and I still have not received a refund.

  Business Response

  Date: 07/11/2023

  We sent a check out to him about a month and a half ago. Mr. ***** did not receive. We are cancelling that check and issuing a new one. I spoke with Mr. ***** and apologized for the inconvenience. We should have him a new check in the next few weeks.

  Thanks 

  Mark ***** GM

  Customer Answer

  Date: 07/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20294131, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Dan *****

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company refuses to answer my complaints about the window that started to crack after the first cold days we had. I've been calling them with no response. I just would like to have that window replaced to fix the problem.

  Business Response

  Date: 04/01/2023

  Mrs ****** *lease call me at ************ on Monday and I would be glad to get this taken care of for you. I apologize for the communication issues. You are a previous customer and you know this is not the way we do business. Thank you

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 22, 2022, we had Window world come and replace all the windows in our home. One of the installers appeared to be impaired and even badly cut his finger during the install. The first problem we encountered is that one of the windows arrived cracked. They installed it and informed us that they would order a new one. The worker also informed us that we did not owe any money at the time of install and that we wouldn’t be responsible to start paying until after the inspection was passed. After months of waiting and repeated calls to them we had a worker come bring our new window. When he installed the new window he noticed that something was wrong and the frame was uneven. Again, after many calls and workers not showing up when they were scheduled to, we finally had a crew out to our house to fix that window frame in the Fall of 2022! We were told that they would contact us to get the inspection scheduled. It wasn’t until we got an alert the week before Christmas that our card was charged, we called them to question the charge, that they scheduled our inspection for the week after Christmas. That inspection failed due to the windows missing screws and a one that wouldn’t open smoothly. Window world quickly sent out a worker that added the screws and said that a frame would need to be ordered for the other issue. Now 2 months later we still haven’t gotten the window fixed and we noticed the window in our daughter’s room wasn’t flush with the frame and letting in cold air ALL winter! Now we know why her room has been freezing and she’s been sick all winter. We tried calling them multiple times to see when our window would get fixed and they wouldn’t answer the phone. So we took time off work and went to their office! We finally have a date, March 3rd, for them to install the new frame and try to fix the issue in our daughter’s room. So as of now we are 8 months out from install date with failed inspections, improperly installed windows, and paying on these windows.

  Business Response

  Date: 02/27/2023

  Mr. ******, we apologize for the issues, but I can assure you we will get everything taken care of. If you read the pre-installation check list you signed, it says balance is due at the substantial completion of the job. Customer shall not hold final payment pending inspection. It is our job as a licensed contractor to close the permit out. We will get these issues resolved for you. We have you on the schedule for March 3rd let us know if there is anything else that needs to be completed there.

  Thank You

  Customer Answer

  Date: 02/27/2023

  
  Complaint: 19438203
  
  I am rejecting this response because:
  

  We know that the contract says "substantial completion", but with all the issues we have had how can that be a substantially completed job? We have had a broken window that had to be replaced, then that broken window had to then be removed and the whole frame adjusted because it wasn't installed correctly the first time, screws missing in all the windows, another window frame that isn't installed correctly and has to be fixed, and our daughters room window having that gap and being filled with condensation and water on the window sill. Who knows if our other four windows are even correct! We are asking that they compensate us for all the time we have had to be available for them to return to our home, the times that they said they were going to show up and didn't, our daughter being sick all winter since her room has been cold and the air leaking into her room, and the times we had to show up to their business in person because they wouldn't answer their phones. We want the balance we owe for our windows that was charged to our window world card to be refunded to us!

  
  Sincerely,
  
  Lance ******

  Business Response

  Date: 02/27/2023

  Your windows have a life time warranty. Any issues will be taken care of. We certainly can't refund the entire back half of the job for some small issues that will be fixed on Friday. 

  Thanks

  Customer Answer

  Date: 02/27/2023

  
  Complaint: 19438203
  
  I am rejecting this response because:
  Again, We would like some sort of compensation for our time and all the things that have had to be fixed since the initial installation. Especially due to the fact that the one of the initial installers was impaired during the installation (I have videos to prove it). He even sliced his finger while at my home and my wife had to help him while he was at my home. At this point the lifetime warranty means nothing to me. I'm not sure I would trust your company to fix anything. 

  
  Sincerely,
  
  Lance ******

• Initial Complaint

  Date:01/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m writing this in the hopes window world will become aware of this serious problem. My parents who live in house they are constantly updating, the house has no issues. They pay for quality products and hire licensed individuals. Window world salesperson met my parents (elderly) and stated “all their windows were illegal” . This is bullying sales tactic and trying to scare my parents. The windows are not even old, falling apart, or need to be replaced. My mother told me this, I was outraged at the unprofessional nature of this comment. The only person who can state if the windows were not to code is a building inspector or ge real contractor. I went to the town they live in and reached out to that person and asked. Needless to say, it’s not true at all!! There was no need to say that and my parents are always updating the house. I’ve been in brand new builder grade homes where the windows were sub par quality. Again, my parents windows are not that. Window world is a local company that offers quality products. There was absolutely no need for such an unethical practice to get a job.

  Business Response

  Date: 01/24/2023

  I certainly apologize for the miscommunication. We do not use sales tactics like that here, and I am certain it was a misunderstanding. If you would like to provide your parents name and number I would be glad to get this straightened out. I called and left a message for you. You can reach me at ************

  Thank you

  Mark ***** GM

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered hurricane windows and sliding glass doors with hurricane fabric overlays in 6/2021. I was told to expect it to take 12 weeks. They finally scheduled the install on 11/26/21 which happened to be the day after Thanksgiving. On the day of installation apparently Window World wasn't even open and the contractor who was supposed to be doing my install (I thought they used employees but that's a whole other topic) was delayed by several hours attempting to locate someone to open the warehouse so he could get my windows to install them. The remainder of that day was complicated by some structural issues and so the "final" install had to be delayed until 3/1/22. When they completed the install they did not have the hurricane cloth shutters for the sliders and so the job was still not completed. As of this past month, they have finally called to let me know that they have the materials to complete the job but I can't answer the phone at work and NO ONE ever answers when I call WW. In addition, there are installation issues with one of the sliders not closing or locking correctly. I has been over 18mos since I ordered these windows and I just want this job completed correctly.

  Business Response

  Date: 12/14/2022

  Mrs. ***** I apologize for the communication issues, I would be glad to schedule this for you so we can get the project completed. You can call me at ************ or email me at m*****@windowworldcfl.com.

  Thank You

  Mark *****

  Customer Answer

  Date: 12/14/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18567715, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Audrey *****