Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased replacement windows from Window World in March 2016. One of those windows failed and was scheduled to be replaced in April, 2024. When the ******* from Window World came to replace the window on june21, they broke it trying to install it. They told me that they would have to order a replacement and it would **** * weeks. On or about October28, they came back and broke another replacement widow. Today, they were scheduled to replace the window again and someone from their office called and cancelled. They were unable to rechedule another date for replacement. I asked to speak to the owner/manager and my request was denied. I asked for the owner/manager's telephone number and my request was denied.

  Business response

  01/02/2025

  We understand your frustration and sincerely apologize for the inconvenience. We are doing everything we can to get you taken care of but unfortunately, we are at the mercy of the manufacturer and are having issues with the glass. As far as the reschedule goes we explained the reasoning behind that to you over the phone. That was beyond our control. Service offered to put you through to the office manager who is the one that handles things such as this and you declined. 
  We are awaiting another piece of glass that is scheduled to come in around ********** to the end of January. Once we receive it and have taken a look at it to be sure there are no defects we will get you back on the schedule as quickly as possible. Please contact us in the meantime if you have any questions.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contracted for Window installation in the 6th of November 2023. Contacted the business several times concering the outside black caulking they carelessly smeared around my windows. I was horrified when I saw it. I faild to inspect it myself before they left. In my wildest dreams what I expect it would look like that, an eyesore. Many pictures to prove my point. ***** ask me to send the picturs said she sent them to the installers who where horrified instead of the sharing them with the manager. She sent the installers back out and they were going to put more black caulking around. I told them to stop. They clearly did not know how to fix it. I do not want them to touch anything more on my home. It looks horrific and is unexceptable. They offered no other solution but to buy a special kind of paint to fix it. But I do not want those people touching my house. I would like reimbursed for damages to my property from installation caulking that has destroyed the looks of my home. The inspector came out and he could not believe what he was seeing. He said it looked like a little kids finger painting. He's had many complaints about Window World. I don't think it's unrealistic or unreasonable to ask for some or all money back since they are not offering to fix their mistakes. $4200.00 for 3 windows that look like the windows from h*** There is no reasoning with them. They have no answers except ones that will accommodate them and not me. I now have to hire someone to fix the ugly mess.

  Customer response

  02/09/2024

  ****** from Window World contacted me regarding window caulking. She sent a different installer to look at the job. The only solution is to match house paint and carefully paint the horrible black caulking so it isn't as noticable. The installer's took a piece of the house paint to take to Lowes and match. I am still waiting to hear back as to when they will paint the caulking.

  Business response

  02/13/2024

  We have been in contact with ************ and have worked out a resolution that is acceptable to her. We have her on the schedule for this.

  Customer response

  02/13/2024

  Will wait to see if the result of the improvement is acceptable.

  Customer response

  02/14/2024

  Date Sent: 2/13/2024 7:18:34 PM
  Will wait to see if the result of the improvement is acceptable.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a Total home window replacement, during installation several windows were installed incorrectly and some were broken during the installation process, to date no contact or reply from business in 6 weeks from installation, I have attempted to contact via phone and email only to be ignored, I want the owner to contact me and discuss why the job is not complete after 7 weeks of waiting and no contact, This project needs to be completed before the installation permit expires, we are not impressed with this business's practice or performance

  Business response

  07/08/2022

  Business Response /* (1000, 5, 2022/06/09) */ We have searched our records and not found any calls or emails that were not addressed. We left voice mails three times over the last week and just received a call back late yesterday. We are working with Mr.******** to get him back on the schedule and his job completed.

• Initial Complaint

  05/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/16/2022 I called Window World about a defective window they installed that has a lifetime warranty the person answering the phone took the serial number, ordered the window and said they would get back to me, I have called several times to get an update each time I was told the person handling warranty claims was either sick, out of the office or away from their desk and every time I was told someone would get back to me that day. Not once was any call back made, there is no excuse for this company ignoring my calls and is a very poor way to do business, either you're going to honor your warranty or you are not!!

  Business response

  06/16/2022

  Business Response /* (1000, 5, 2022/05/25) */ We apologize for the lack of communication. We will see you on the 27th. Consumer Response /* (2000, 7, 2022/05/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Apology accepted, defective window was replaced 5/27, thank you BBB for your help with this matter.

• Initial Complaint

  04/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My windows world installed in November of 2021 after a delay. I entered a contract in February of 2021. I was constantly calling them and asking when the windows would be installed. After installation, I complained, the windows would not lock properly. They sent out a service guy, who essentially blamed me, for not 'closing' them properly. In February, the windows were inspected by Lake County and his comment, was "After 25 years of completing inspections, this is the worst installation he had ever seen." I had to take off a day of work for this inspection. My windows were not able to be locked for a 4 month period which left me vulnerable to vandalism. The windows were then taken out and reinstalled. In the process, 2 marble window sills were damaged/cracked and an outdoor shutter was broken. The windows were re-inspected and did pass. I had to take off another day of work for this inspection. I have repeatedly called and requested the window sills be replaced and my shutter be returned/fixed. I speak with Samantha weekly and get not where. I want monetary compensation for the cracked window sills and shutter and I will get them repaired on my own. I have also requested my shutter be returned to me. No response.

  Business response

  06/16/2022

  Business Response /* (1000, 8, 2022/05/16) */ We apologize for the inconvenience and lack of communication. We have delivered the sill replacements to Ms. *******'s home and also compensated her for the damaged shutter. Consumer Response /* (3000, 10, 2022/05/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, I did receive $400 in compensation but, I did not receive the damaged shutter, I requested. It was "thrown away." I received $400 in compensation which will not cover the replacement of 6 shutters and the cost of installation. The shutters I have are no longer available so, I have to replace them all. The cost of replacing the shutters is $300. The cost of installation is $250. In reference to the sills, yes they were dropped off. The cost of installation of these is $250. I will accept an additional amount of $500 to settle this claim which includes $100 for the shutter that was "thrown away." Business Response /* (4000, 12, 2022/05/25) */ The thrown away shutter was cracked. We compensated you for that set as well as 2 others so they will all match. We have been more than fair.

*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. ↩