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:01/30/2025

  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.

  This company had been aware of all issues right after installation on January 9th 2024. They cant seem to get things correct. Failed inspection 2xs so far. They blame me. lol. We have given them so many chances, and they cant get it correct. Poor communication within the office is a given. First crew destroyed our home, and cost us a small fortune in repairs. This issue still goes on a year later. They twisted everything we have said to their benefit. This doesnt work for us! We have asked for insurance information, we keep being told it is in the packet. ****. We keep asking for the contact information for the license holder, and again being told in the packet. Public information. Try providing it. As that individual has never been here? Resolution is refund the money for the front door so we can hire a company to give us what we paid for, and compensate us for all the additional stucco work we had to pay for! Not to mention our time, stress on us, and our animals that they kept letting out! Now as they continue to lie, wants to put our permit on hold. They are a bunch of liars. I have all photos, and documentation. I have read the reviews on here. Not good, and sound so similar. No need for me to add photos as they have them all including the snake, and water entering my home. Yet again our job is ready for inspection. FYI one of the county inspectors got reprimanded because of how many items that were missed. They passed nothing 2 times in a row.

  Business Response

  Date: 02/03/2025

  Good afternoon,

  Our team spoke with the ************* this morning. The ************* stated the job is well done, but advised a couple additional fasteners needed in your entry door. The door related fasteners were added roughly a month ago.

  The ************* stated you have refused inspection at this time & are wanting to know when they can return & pass the project. Please provide a date you are available this way the Inspector/************* can return?

  Which day do you prefer the Inspector returns? Please provide a date? I'll await your reply.

  Thank you!

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22880331
  
  I am rejecting this response because:

  Once again I am asking for the owners/contractors contact information, as this individual has never been here.

  One would think that this isnt a difficult request.

  There are many issues that havent been addressed yet.
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 02/03/2025

  I truly am worried about the contractor that you REFUSE to give us the contract information.  We will not move forward until this contact is met.  Please stop lying about the county.  You are simply trying to avoid another penalty.  I know more than you think.  Please stop with your lying antics.  

  Business Response

  Date: 02/04/2025

  Good morning,

  Respectfully saying, it's been explained to you on multiple occasions. The license information is in your permit packet that remains in your possession. Our license information is **********. 

  As we suspected you will not allow our return or the Building Departments return. Both parties would like to know why?

  Please provide a date you're available & a WW team member & the ** license holder will gladly meet you onsite.

  We will await for you to provide a date? Please let everyone know when you're available & we'll gladly conduct a site visit?

  I look forward to you providing a date.

   

  Thank you!

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22880331
  
  I am rejecting this response because:

  Respectfully saying, it has been explained to you on multiple occasions my request.

  We want to speak with Mr. ******* personally, and once again you refer to the packet that DOEST contain his contact information.

  Do you understand what a phone number is?

  Please provide a date when you will answer that question, and provide a phone number.

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

  Business Response

  Date: 02/05/2025

  Good afternoon Mr. ***** Mrs. *******,

  The ************** WindowWorld ***** the BBB are waiting for you to provide a date regarding our return as well as the Inspectors return. Please provide a date you are available ***** our team will promptly be onsite. 

  Please select a date when WindowWorld ***** the Inspector can meet you? We can meet 2/7, 2/11, 2/12, 2/13, 2/14, 2/17,2/18,2/19, 2/20,2/21, 2/25, 2/26, 2/27 or 2/28.

  Please let us know, thank you!! I look forward to your reply ***** day you would like for us to come out?

  Dear BBB, our Co. ***** misc team members can provide you with dozens of emails sent to the **************** begging for our client to provide a date this way we can resolve the alleged concerns. Respectfully, the ********* have unfortunately been uncooperative in the matter. 

  In our professional opinion ***** experience all these comments are due to the ********* not liking the entry door they selected. I see we're being asked to refund a beautiful door, but not asking us to resolve any concerns.

  If our customer can be forthcoming, we'll gladly resolve anyway vs creating unnecessary dialogue.

  Thank you

  Business Response

  Date: 02/11/2025

  Date Sent: 2/5/2025 4:16:27 PM
  

  Good afternoon ***************************** style="color: rgb(33, 37, 41); margin-top: 0px; margin-bottom: 1rem; font-size: 11px; font-family: "Proxima Nova", sans-serif;">The ************** WindowWorld & the BBB are waiting for you to provide a date regarding our return as well as the Inspectors return. Please provide a date you are available & our team will promptly be onsite. 

  Please select a date when WindowWorld & the Inspector can meet you? We can meet 2/7, 2/11, 2/12, 2/13, 2/14, 2/17,2/18,2/19, 2/20,2/21, 2/25, 2/26, 2/27 or 2/28.

  Please let us know, thank you!! I look forward to your reply & day you would like for us to come out?

  Dear BBB, our Co. & misc team members can provide you with dozens of emails sent to the ********* begging for our client to provide a date this way we can resolve the alleged concerns. Respectfully, the ********* have unfortunately been uncooperative in the matter. 

  In our professional opinion & experience all these comments are due to the ********* not liking the entry door they selected. I see we're being asked to refund a beautiful door, but not asking us to resolve any concerns.

  If our customer can be forthcoming, we'll gladly resolve anyway vs creating unnecessary dialogue.

  Thank you

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22880331
  
  I am rejecting this response because:
  
  They are totally lying.

  They Can try again.  Yes we have all proof!

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

  Customer Answer

  Date: 02/13/2025

  This company has done nothing but lie.  They were allowed in our home so many times to fix the issues.  They cant figure it out!  We have had to pay to fix the damage done.  They failed twice on inspection.  We asked them to fix all issues more than once before we had to paint, and allow yet again another inspection.  They tear up our home, we pay to fix damages.  How is this fair?  They ignored our numerous requests.  They only want to finalize things because of what ***** ****** said we need to get off the books because the alleged contractor that we never met is selling the business.  (They only use his license) Not to mention the work that was done on our house by an individual is being deported.  This is far from closed.  Next step will be DBPR

• Initial Complaint

  Date:01/19/2025

  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.

  First of all, the salesman AJ is great. I had two sets of sliding glass doors installed in November. On the same set of doors there was a gap on the interior weather stripping (manufacturing issue) and a missing seal between moving and stationary panels. This gap was big enough on the bottom half to let in small lizards. It did not seal exterior and interior environments. I compared it to door set #2 and I realized quickly there was a whole seal from top to bottom missing that seals exterior from interior. On NOV. 19th parts were ordered to fix and replace both issues. On Dec 19 I scheduled the fix for Jan 2nd. Jan 2nd, ***** showed up and said he couldnt fix the weather seal gap because it wasn't on the work order. After inspecting the door he also said he could not fix the missing seal because the installer cut it out to make the door fit. He took the trim off and showed me and it does indeed look like it was cut out by Window World installers. That's right. The installers cut out a seal to make the door fit since it appears it is slightly off level. (Compared to the other set of doors that have more seals and no gaps) This is unacceptable. The outside is not sealed from the inside. ***** states different parts will have to be ordered.I did not hear about anything for a fix for two weeks. I spent all last week trying to get a status. Are the parts ordered? Can i make an appointment? No one knows, no one calls me back when they say they will. Its been 2 months since I was told they will fix the issues. It feels like since they already have my money they are not taking it seriously.

  Business Response

  Date: 01/22/2025

  Good afternoon sir,

  Our team reached out immediately after becoming aware of your concerns.

  I also see you are on schedule for an interlock & weatherstripping tomorrow 1/23.

  We look forward to the appt.

  Thank you for your patience sir!

   

  Best Regards, 

  Business Response

  Date: 01/23/2025

  My Field Manager ***** completed the work for you today sir

  Thank you for your time!

  Please call us if you need anything else

   

  Best Regards,

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22832711
  
  I am rejecting this response because:

  Update: Jan 23rd. Window World came out. They fixed the gap in the weather seal and added the seal to moving panel. Now the door does not close all the way unless you push on the middle of the frame to make the seals line up. Representative states it has to take a few days to mold to each other. I think that's the reason the installers took out the seal to begin with, because it wouldn't close normally. I am giving it another week and I'll update.

   

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

  Business Response

  Date: 01/27/2025

  Good afternoon sir,

  If you're saying you have additional concerns, then please communicate with our office. We'll gladly assist.

  Respectfully, emailing or going back & forth on BBB will not solve anything. Communication among partners will get the job done. We have dozens of team members who will assist.

  Thank you!

  That being said, I see our Field Manager ***** was out just last week **** I see notes regarding handleset questions, but too many notes regarding the panel itself.

  I also spoke to ***** who stated the door simply needs to break in a bit, similar to a baseball glove.

  I had my Installation Manager ***** leave you a message a few minutes ago **** *** team &  will gladly resolve your concerns, as long as there's a concern to resolve.

  I'm glad to assess the situation again. If you would like us to return please return ******* call.

  Thank you!!

   

   

• Initial Complaint

  Date:10/28/2024

  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.

  Window World of ******* has been good before this. However, we have been having problems with our slider's screen door locking. They came once and fixed it but we leave it unlocked as we have to pull it. We took it off for the hurricanes and trying to put it back found a defective wheel. When it was installed they had a hard time getting it on the track and even asked if we wanted it on and yes, we use it. We purchased the windows and slider on *********. All was installed 4-8-2024, and the installer came back and fixed a few things, including house damage. The sales person, *** ******* came to our house and went over everything 1-10-24 and gave us our warranty. We had been shopping other businesses also. What made us go with Window World was recommendations from family members, quality of the windows, and the lifetime no material or labor costs warranty, which we were presented at time of purchase on 1-10-2024. I called to have the slider screen door fixed and received a voice mail from ****** on 10-11-2024 at 10:42 am. He wanted to collect a $125.00 service fee. I called him back on 10-24-2024 at 2:24 pm. He stated that there is a labor service fee and that this is on the warranty. I said not it isn't. I read our warranty to him and sent it to him via text on 10-24-24 during the call at 2:27 pm. He said the warranty changed. I told him that is not what we were sold at time of sale and I have the paperwork to prove it. He called me back at 2:48 pm after checking with his 'higher up' and said they would waive the fee this time but wanted to present me with the 'new warranty' when they come to fix the slider door. I said I am not accepting the changed warranty, I am not paying for this or any future repairs, and I am going with what we were sold at the time of purchase, and I have it in writing. This is an unfair business act against us, the consumer. This is a breach, a warranty cannot be changed. The warranty influenced our decision to purchase

  Business Response

  Date: 11/05/2024

  Thank you very much for reaching out!

  Thank you for your business as well!

  Respectfully, I'm not sure why we're receiving this complaint. I see you were not charged any service fees & this appears to be a simple misunderstanding.

  If you have a concern in the future please call our office & ask for *****.

  Thank you ma'am!

   

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22480098
  
  I am rejecting this response because: If you read above, ****** said the 'higher up' 'this time' is waiving a $125.00 fee for screen warranty service we scheduled and had today 11/7/2024, that we are not supposed to be charged in the first place.  What about for future warranty work, when Window World returns soon for the next appointment?  Our lifetime warranty states "Labor Warranty - That all labor necessary to correct any item covered by this warranty will be provided at no extra charge by the company."  This is one big reason why we purchased.  Please re-read original complaint above and put it in writing here that you are not breaching your entire lifetime warranty contract, that you gave us and was included at the time of purchase, by trying to change it now afterwards.  The Better Business Bureau has a copy of this warranty and sale.  This is not a simple misunderstanding on your part.  Stand by what you sold us.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/11/2024

  Good afternoon,

  WindowWorld has successfully served millions of satisfied clients. We've been in business for 27 years & your complaint is the first warranty related complaint I've ever came across.

  If we didn't do what we say we're going to do then we would have multiple clients making the same claim. Which we do not. Our team honors 8-16 warranty claims per day just in the ******* area.  As I was saying I believe there was a misunderstanding between ****** & yourself.

  Our Central Fl & Volusia locations are model locations, our WW Central Fl location has recently received ***** five star reviews which are displayed when you ****** WW. The very same trend for our WW Volusia office.

  You selected the right Co. & we will always stand behind our word.

  Please confirm for me, you were not charged a service fee correct?  

  Please confirm

  Thank you for your time!

   

  Business Response

  Date: 11/12/2024

   Good afternoon ma'am,

  I confirmed with my *************** you were not charged a Service fee & I also confirmed in our CRM you have a lifetime warranty.

  To be forthcoming I'm still a bit confused here regarding the concern.

  You have a warranty, you're not being charged for warranty work & all is well.

  Thank you!

  Please keep in mind to maintain your caulking over time.

  Thanks again!

   

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22480098
  
  I am rejecting this response because:   Hello,  If you can please re-read the complaint.  I was told that the service fee was only WAIVED this time, and in the future I will be charged $125.00 service call fee for EVERY service call/time you come out.  It was't only ******, he checked with his "higher up" but I do not know who that was and called me back after he spoke to him or her. This is supposedly a new thing nationwide with Window World but we do not fall into that category.  Why would he say the warranty changed on me which is a breach of contract on Window World's part?  Are you going to honor the warranty we purchased and NOT charge us the $125.00 service fee in the future visits?

  Can you please state here in writing that you will 1) honor the warranty and not charge us in the future for labor or material as stated in the warranty we have, and  2) you will not breach the contract.  Then I will be satisfied.  

  Thank you
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/19/2024

  Respectfully saying, ** has never breached a contract.

  We have Millions of satisfied clients.

  Respectfully, you already have your/our warranty in writing.

  That said, yes WW will honor your warranty & not charge you for labor, any future product defects or parts.

  However, please keep in mind items such as caulking is not a warranty item. If a ** customer wants our team to recaulk ********************* or doors down the road fees apply.

  Thank you for your time!

• Initial Complaint

  Date:08/01/2024

  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.

  I made a purchases with Window World, deposit of $1,828.50 was collected at time of contract, balance of $1,828.50 to be paid when installation was completed but using their financing of 15 month interest free. Window World charged the credit card on file the full amount instead of using the financing. I spoke with an accounting agent and told me to apply for financing with ***** fargo, provide them with the acct number and they were going to refund my original credit card the $1,828.50. Today i find out only $1,726.92 was refunded vs the $1,828.50 (which they already charged to the ***** fargo card), i am short $101.58 from Window World, my bank told me only them can make the correction. I called their office but no-one is available to assist me.

  Business Response

  Date: 08/02/2024

  Good morning,

  Respectfully, the complaint is inaccurate & unappreciated.

  ******************** you spoke with ****** yesterday, I have record of the call & our Keycom phone log. I also see ***** in *************** called you yesterday afternoon as well as this morning.

  I just followed up with our *************** & my Office Manager literally showed me the calls to your phone number yesterday & this morning.

  I also just followed up with **********, the dispute/funds were accepted, the funds were reran as signed & agreed upon. I confirmed the process was accurately executed on our end ma'am. If your bank didn't release the funds back to you then please follow up with your bank.

  Please feel free to call ***************************** in our *************** as she's been calling you, & also feel free to call WellsFargo. You will simply be able to confirm what I'm saying is fact.

  Thank you very much for your patience!! 

  Our team & I appreciate the opportunity!

  Customer Answer

  Date: 08/03/2024

   
  Complaint: 22078070
  
  I am rejecting this response because: First, I have phone records no one reach out to me on Thursday, just on Friday ***** from Accounting reached out to me, 2nd I never signed a document for the balance only for the **** (have copy of the document and communication with ******** (sales advisor) about it.  I spoke with a Manager at fraud **** ****** and provided the information given by *****, they told me as the letter stated the disputed amount was $1,726.92 (incorrect amount on their part) and not the full $1,828.50 that only that amount was charged back (the amount disputed). Told me to follow up with Window World as they only collected $1,726.92.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/06/2024

  Everything our Co. has stated is accurate ma'am.

  Our Accountant/Office Manager ***** sent you a screen shot plus the ***** Fargo letter via email last week.

  I spoke with our Office Manager a few moments ago confirming the matter was resolved.

  Thank you for you patience ma'am, our team & I appreciate the opportunity.

  Please let me know if we can assist you with anything further at this time.

  In addition if you have further questions simply callback *****, ***** is the Office Manager you've been in communication with.

  Thanks again

   

  Regards, 

  Business Response

  Date: 08/12/2024

   

  I just confirmed again with our *************** as well as WellsFargo you've been accurately & properly refunded.

  Thank you for your time & thank you for the opportunity.

   

   

  Regards, 

• Initial Complaint

  Date:07/16/2024

  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.

  We went with Window World for our choice to have windows put in and I was told to take loose the sensors on the windows which I did. The guys who was doing the work on the windows told my wife that one of the guys cut the wire to my sensor and if one is not working the system is down. Truly is going through it to get my alarm system fixed. Window World had no problem getting paid. This been going on 3wks. without an alarm and *********************** said I could depend on him to take care of this but I can't even get in contact with him. This is very frustrating and wrong. Sign:TIRED...

  Business Response

  Date: 07/17/2024

  Good morning sir,

  Clearly there is confusion here.

  Our Company as well as ***** did in fact handle the alarm wire concern sir.

  I personally reviewed email correspondence between the alarm Company & *****, specifically **********************

  We hired this *** to resolve the matter, the alarm *** confirmed they spoke with you this week as well.

  Are you saying no one has contacted you?

  Please let me know

  Thank you sir

• Initial Complaint

  Date:02/11/2024

  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.

  Defective glass panel on my SGD installed by Window World and has not honoured my warranty.My Mother had Window World install windows and door to her home. On October 2021 she contact Window World to replace a defective glass panel on the **** In April 2022 Window World contact her to let her know the glass panel came in. In May 2022 I contact the company to set up an appointment.We set up an appointment to have Window World replace the defective glass panel on our SGD for 6/2/22 - 6/3/22. Nobody came? We did not even get a call or reschedule to have the window replaced.On 6/11/22 we spoke to ****** *** with their warranty division. We let him know the glass was never replaced and that I assumed ownership to the home that belong to my mother. He send me a transfer of warranty form and asked me to pay $50 to have the warranty activated under my name.On 6/13/22 I drove to their office in *******, Florida with my check for $50 and my completed transfer of warranty form. ****** *** was not there, but I gave my document to Manager ***********************. He assured me that ****** from the warranty division will process my form immediately.On 7/13/22 my check was processed and the funds were withdrawn from my bank account. This was confirmed by an email that I send to ***********************.On Aug, Sept, Oct of 2022 I called there office and spoke to many of there associates who picked up the phone. They all promised me a return call back with updates. Again it never happened.On Jan, Feb, Jun, ********* of 2023, I made the effort again to contact them to fix the problem and honour my warranty. And again a bunch of empty promises.On 12/26/23 The warranty department asked to send them a picture and serial # of the defective glass. I did send it on the same day.On 1/23/24 I contact them asked for an update and again no response back. For over 2 yrs they committed in replacing my glass because of the warranty. And till now I still dont have this accomplished by them.

  Business Response

  Date: 02/12/2024

  Thank you for the above information.

  That being said, our records confirm our Service Manager spoke with you in January sir.

  I see ****** submitted your claim 1/8/24.

  It would appear the previous owners of the home purchased the product years ago & that series has since been discontinued. I see you are the new homeowner & our team will gladly assist.

  Our team will replace the glass pertaining to your sliding glass door. I look forward to resolving.

  I'll have our ************ provide another status update today sir.

  Thank you for your patience!

  Customer Answer

  Date: 02/16/2024

  To BBN. Regarding my file of complaint with Window World of Central Florida.

  dear BBB I want to thank you for the assistance in getting Window World to respond to my complaint. It has been 3 years that we have had this issue with the company from the time my mother in law purchase the windows all to now. They initially promised to replace the glass and fix the problem but never did. They were very dishonest with my mother in law and with me through out the 3 years if trying to get them to honour their warranty with us with no response to them. Now they respond after I filed the complaint to BBB. They have already stated to fix the issue verbally but even though they are now taking to try to resolve this issue the trust is not there until they actually and physically show me proof that the item is taken cared of. I hope you can understand my point to this issue. I would like your advice on how to handle this. I really dont want to close the case until I see physical response to the issue rather than just verbally trying to solve the issue. Remember it has been 3 years that I have dealt with them and there non response.

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21277835
  
  I am rejecting this response because:  Date Sent: 2/16/2024 3:47:00 PM
  

  To BBN. Regarding my file of complaint with Window World of Central Florida.

  dear BBB I want to thank you for the assistance in getting Window World to respond to my complaint. It has been 3 years that we have had this issue with the company from the time my mother in law purchase the windows all to now. They initially promised to replace the glass and fix the problem but never did. They were very dishonest with my mother in law and with me through out the 3 years if trying to get them to honour their warranty with us with no response to them. Now they respond after I filed the complaint to BBB. They have already stated to fix the issue verbally but even though they are now taking to try to resolve this issue the trust is not there until they actually and physically show me proof that the item is taken cared of. I hope you can understand my point to this issue. I would like your advice on how to handle this. I really dont want to close the case until I see physical response to the issue rather than just verbally trying to solve the issue. Remember it has been 3 years that I have dealt with them and there non response.

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

  Business Response

  Date: 02/21/2024

  Our ************ has spoken with you multiple times & is honoring the warranty claim.

  Respectfully, what are you rejecting to sir?

  Customer Answer

  Date: 02/25/2024

  To whom it may concern (Window World of Central Florida)

  I am not rejecting any part of their response to fix the problem. I am glad that after 3 years of getting no response they are now working to resolve this issue. I appreciate their quick response now and hope that this communication does not break down anytime in the near future until this issue gets s resolved. Thank you.

   

  Customer Answer

  Date: 02/26/2024

  Date Sent: 2/25/2024 11:41:02 AM
  

  To whom it may concern (Window World of Central Florida)

  I am not rejecting any part of their response to fix the problem. I am glad that after 3 years of getting no response they are now working to resolve this issue. I appreciate their quick response now and hope that this communication does not break down anytime in the near future until this issue gets s resolved. Thank you.

   

• Initial Complaint

  Date:01/25/2024

  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.

  I am dissatisfied with Window World's windows, door, and service. The scheduled installation was a no-show, forcing us to reschedule after preparing our home. Installation damaged our floor, window *****, and trim. The 12 installed windows were dirty, dusty, and had glue, with the installer claiming it was our responsibility to clean. The slider door was dented, damaged, and had visible gaps. Despite repeated calls, Window World representatives didn't respond until we contacted their corporate office.Replacement parts were promised, but the cycle of wrong parts and poor repairs persisted. Numerous representatives assured resolution but eventually stopped responding, including ******, ****, ******, *****, ***, *******, *******, ********, ******, and ***********************. ***************************** has recently promised to address the issues. Despite my request for a refund and door removal, ***** insisted it wouldn't happen.The windows are of poor quality, difficult to open and close, and let in temperature and noise. They failed to reduce our electric bill as promised. The door loudly howls on windy days. Unauthorized credit card charges were made, and my information was kept on file for a year. An upcoming inspection doesn't negate the poor products and service received. Our previous windows and door were of higher quality. Rushed to sign a form after the initial install, I regret providing my credit card information. The experience has been frustrating, time-consuming, and will cost us to repair the damage caused during installation. Eight months ago, I requested door removal and a refund with no response.

  Business Response

  Date: 01/26/2024

  Good morning ma'am,

  **************** our team spoke with you multiple times & you have an appt to address any concerns you may have on 2/1.

  Respectfully, knowing we have properly communicated why file a complaint with the BBB?

  Thank you for your time & patience

   

   

  Regards,

• Initial Complaint

  Date:11/22/2023

  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.

  Our window replacement has been in process for over 14 months. We have had over 4 installations and upon first installation 8 of the 14 windows ordered were damaged. None of the installers spoke English to resolve issues quickly. The exterior of our house smelled like an out house from the installers urinating outside and left shards of glass in our landscaping from removing the old windows. Weve had three appointments where the installer did not arrive in the scheduled time frame and recently I was told by customer service that the installer did stop by during the scheduled time frame and that the installer had snapped a photo to prove that they did stop by during the schedule appointment time. I asked Window World to send me the photo with the date and time stamp, I have yet to receive that information. I emailed, texted, and left voicemails with the installation manager, ***********************. Days later I have received a call back from a scheduler but no response from ***************. Today, we saw an Orange County inspector walking around our property, we were not informed that the inspection would take place this morning. Interesting that the inspector only completed their work from the exterior and a final functional check with Window World has not happened. We need a final functional check and 1 more damaged sash replaced. Shortly after the inspector departed we received a link to leave a review for Window World. The link does not allow us to leave a review on either ****** or ********* Where are your public reviews displayed? We desire for our experience to be shared with potential future customers. Please send us a functioning link so we may accurately review our Window World experience. Items to be completed:1) Final functional check and trim placement and replacement of damaged sash.2) link to review Window World and info on where the review will be displayed. 3) Photo with date and time to demonstrate the installer did do what they said.

  Business Response

  Date: 12/01/2023

  I see your project has been completed & passed inspection 11/22/23.

  Respectfully, I have no pending items for you & am confused as to why I'm receiving this complaint.

  That said, I did review some notes in our CRM regarding a possible scratch in the glass. I believe this is why I received a BBB complaint.

  Our installers, ***** conducted a site visit & our customer service **** reviewed pics & all arrive to the same conclusion, there isn't a concern to resolve.

  All glass will have minor scratches depending on which way the sunlight reflects. I do not see a concern regarding pics provided.

  Thank you for your time

  Customer Answer

  Date: 12/11/2023

  Whats truly sad is a company being run by people posing as grown *** who conduct themselves in such a manner.  To wit,  Ive attached two pictures of trim that has yet to be placed.  Only two pictures were included because of file size limitation.  The reality is that none of the 14 windows installed have had the trim installed.  None of the 14 windows have been through a final functional check with me and and a Window World representative to ensure the windows function as smoothly and easily as was demonstrated by your sales rep 15 months ago.  We have one more sash that was documented as etched by ***** in his last visit and he stated that the sash would be replaced.  Please contact me to set up a time for install, final trim placement and final functional check.  The sash has not been replaced and no where did I sign on to purchase etched/scratched window panes .  I see that your installers leaving broken shards of glass and urinating outside the home is sad and not worthy of Window World replying with a statement of a desire to do better or be a reputable business.  I asked that my review of customer experience be available on a public platform ******* or ********* under your business profile. Nowhere in your response do you address this.  I look forward to all issues listed being addressed professionally and promptly.   Items to be resolved 1) Sash replacement as noted by ***********  2) Trim installed to all 14 windows. 3)  Functional check and adjustments made to all installed windows so they operate as smoothly as demonstrated in the sales presentation.  4)  Public review of costumer service experience be shared on a public platform ******* or ********* under the Central Florida Window World business profile.

  Business Response

  Date: 12/12/2023

  Good afternoon ma'am,

  I see your project passed inspection 11/22/23.

  I also called the ******************* who stated the project was completed.

  Our team will return to insert the cap covers immediately.

  Please expect a call from our ************ to cover s**** patterns. It will only take ***** min to execute & install cap covers for you.

  Thank you for the opportunity!

   

• Initial Complaint

  Date:11/01/2023

  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 May 24, 2023, sales rep Reed Van A****** came to our home and provided an estimate. I mentioned to him that I while I was happy with the estimate, I was very concerned with reviews all over the internet that mentioned that once Window World had your deposit, they did not care about customer service. He reassured me that that was not the case anymore and that the company was under new ownership and we would be taken care of. I even referred him to my mother for new windows and he visited her home. On June 21, 2023, we signed the contract and paid the deposit for our window and front door replacement. We were told it would take up to a month to get the products in and installed. Time came and went, and we were told everything was delayed. We were patient. Two months later, on September 8, 2023, installers arrived. They installed our windows, but said the side lights for the front door were measured incorrectly and the wrong size was ordered. So after waiting 2 months and taking a day off of work, we had windows installed but we were still missing our new front door. Both the installers and a rude male receptionist informed us a sales manager would contact us to discuss next steps. It is now November 1, 2023, another two months later, and not one manager has contacted us. We have called their office multiple and countless times asking to speak to a manager and nothing. I messaged our sales person Reed and no response. A receptionist told me he was taken off of sales. We were given the number of a man named Rich, we have called with no response, no call back. We just spoke to the office again and they said the side lights are now expected this week, which is the same response we have been getting for weeks now. It has been more than four months since we handed over a $2,000+ deposit and we still have no front door and no assurances from management.

  Business Response

  Date: 11/01/2023

  Thank you for your time today ma'am.

  I see Rich properly updated you this afternoon.

  Your sidelites were reordered weeks ago & will ship 11/9/23.

  Once received our team will coordinate installation with you.

  Thank you for your patience!

  Customer Answer

  Date: 11/21/2023

  
  Complaint* ********
  
  I am rejecting this response because: 

  Another week has passed and the company still has not installed what we paid for despite numerous documented claims that it would be shipping or delivered soon. They also have not bothered to call us to provide an update despite the door being months late due to an error on their part. My next steps are to contact an attorney. 
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 11/27/2023

  Good afternoon ma'am,

  Our Organization has provided multiple updates.

  Respectfully, you have been well informed regarding the eta.

  Good news your order has arrived & I will have our scheduling dept contact you.

  Thank you for your patience

• Initial Complaint

  Date:08/23/2023

  Type:Customer Service 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.

  - Transaction completed August 2022 - Product received January 2023 - A window was damaged during installation which Technician did not disclose - We had to call Window World to have this issue resolved, took another few weeks to receive the new window. - Then we noticed sliding screen door was not latching , we called again to be told someone would come by, which they did but nothing was fixed and there was no follow-up. - We've been trying to connect with someone with this company for weeks again and no is getting back to us. - I called corporate to receive better service, the woman picking up calls transfer my call to an answering machine. I called corporate again, received the same woman I explained that I needed to speak to someone and she proceeded to say that there's only 1 person who assists with relations situations (hard to believe)... I told her I needed to speak someone and she proceeded to tell me this was not an argument and transferred me again to a voicmail. It has now been one year since I paid for my windows and they're still not finished.

  Business Response

  Date: 08/24/2023

  Good afternoon ma'am,

  I see our team spoke with you this week & our installation crew has you on the schedule tomorrow.

   

  Thank you for your patience!