ComplaintsforWindow World Of West Palm Beach

• Initial Complaint

  03/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On February 7th, 2024, my windows were installed by window world(WW). The following day an inspector came out and we failed inspection due to the project not being completed. Per our contract with WW, all damages to the inside and outside or the property were to be repaired. The exterior has been repaired, but the drywall damage has not been. We have failed inspection four times. We also were approved for a ***** through MySafeFlorida.com for the cost of these windows. ******************* is the general manager we have been in contact with, and for the last three weeks our calls have been screened, texts have been ignored, and we are being given the run around. There are damages to my property that WW has promised to repair in a contract and has not done so. This extension of WW needs to be looked into for fraud as they are in breach of a contract and continue to push off the project.

  Business response

  03/12/2024

  Thank you sir

  I apologize for any inconveniences.

  I called our WPB Office earlier today & we will send a team by to make the necessary repairs ultimately passing the inspection.

  We are the Nation's largest contractor, all inspections pass.

  Your concerns will be addressed immediately.

   

  Thank you for your patience

  Business response

  03/20/2024

  The concern has been resolved & the project has passed inspection.

  Thank you for your time & patience!

   

   

  Regards, 

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/16/2022, I ordered hurricane windows and sliding glass doors plus screens for all. They didn't apply for a building permit until 4/19/2023, almost 9 months from the time of my order. The permit was finally issued on 6/2/2023. All the windows were installed a few weeks later, but the sliding glass doors were not. I was told that they received the wrong color doors for two of my rooms and that they had to reorder them. They said that they had the right colored doors for the living room, which are double sliding doors, and they came and installed them. I noticed and notified them that the screens were not installed and that there was no track for the screens on the frame. **** and ****** assured me that the screens would be installed when the remaining 2 sliding doors were delivered and installed. The final 2 sliding doors finally were delivered and installed with the correct frames and screens on 9/14/2023, but not the screens for the double sliders. After many calls to ****** and ****, I still don't have any idea if the issue of the missing screens will get resolved. I regret paying the full balance on 9/14/2023 before the job was fully completed. It's now over 16 months since I placed my order and it's still not completed.

  Customer response

  12/11/2023

  As the pictures,show, the double sliding door do not have the track for the screen. whereas the single patio door has the track for the screen. I've called a number of screen businesses to ask if they install screen tracks,  but  none of them do. I think that Window World has to realize that they installed the incorrect frame for the double sliding doors and should order and install the correct frame that includes the track for the screens.

  Customer response

  12/11/2023

  As the pictures,show, the double sliding door do not have the track for the screen. whereas the single patio door has the track for the screen. I've called a number of screen businesses to ask if they install screen tracks,  but  none of them do. I think that Window World has to realize that they installed the incorrect frame for the double sliding doors and should order and install the correct frame that includes the track for the screens.

  Business response

  12/12/2023

  I see your project was completed & passed inspection 9/27/23.

  I called the ************* & the ************* confirmed our scope of work was completed.

  Please help me understand the concern?

  Thank you for the opportunity sir.

  Customer response

  12/13/2023

   
  Complaint: 20979230
  
  I am rejecting this response because: The 2 screens and track for the screens for the double sliding doors in my living room have not been delivered and installed. I need Window World to finish the job that I paid for.
  
  Sincerely,
  
  *******************************

  Business response

  12/15/2023

  Respectfully, rejecting the response doesn't change the facts.

  BBB doesn't communicate with our local offices, I do.

  Please work directly with **** & ****** in our ********* Beach location.

  If you have a concern they will help, they're very responsive sincere Managers.

  Thank you!

  Customer response

  12/18/2023

   
  Complaint: 20979230
  
  I am rejecting this response because: I've been in contact with ****** and **** since the double sliding glass doors were installed in June.  The last few times I called ******, he said I had to talk to ****. I asked him to have **** call me back. He did not. They don't seem to be helpful at all with the issue of the screens that haven't been delivered and installed. I don't understand why they can't get it done.  This is why I've resorted to the BBB for help. Maybe you have more influence with them.
  
  Sincerely,
  
  *******************************

  Business response

  12/21/2023

  Good afternoon sir,

  I see your project passed inspection on 9/27/23 & a certificate of completion was issued.

  If you have any further questions please call our office sir

   

  Thank you!!

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  September 2022 I filed a warranty replacement request for a failed slider door. The door developed spots in the air pocket between the 2 panels. 12-29-22 I was to have replacement made. They cancelled, didn't have the door. Between September and December, 3 calls for status. February status check, still checking with factory, May 2023, I called for status, they thought the case was cleared. May 30, 2023 workers show up and having trouble, could not replace. June 5, 2023, another attempt, June 9, door is ordered? June 23, 2023, Nick store manager and Vondell (install supervisor) did a site visit. Store manager will get with manufacturer for the replacement. 7-5-23, left a message. 7-6-23, Nick still getting with CWS. 9-6-23 ordered, should be a week or so. 10-18-23 still can't get with CWS, factory. 10-20-23, Nick needs to get a site inspection with CWS. 10-25-23, have not heard from anyone. left a message - no call back. 10-30-23 - left another message. STILL WAITING FOR DOOR REPLACEMENT UNDER WARRANTY. 

  Business response

  11/01/2023

  I spoke with our West Palm Beach General Manager.

  Our manufacturer will be replacing the panel for you.

  Nick or Brent will contact you again shortly.

  Thank you for your patience!

  Business response

  11/01/2023

  I spoke with our West Palm Beach General Manager.

  Our manufacturer will be replacing the panel for you.

  Nick or Brent will contact you again shortly.

  Thank you for your patience!

  Customer response

  11/02/2023

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

  Customer response

  11/02/2023

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

• Initial Complaint

  10/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Gave WINDOW WORLD $1700.82 DEPOSIT February 2023. Started project. HOA needed more information WINDOW WORLD Refused to return over 20 methods off communication over 2 months. I called BRUCE T******* the employee who was at my house and when he found out my name he NEVER CAME BACK TO THE PHONE !!!!!!!!! I TERMINATED WINDOW WORLD April 2023 for BREACH OF CONTRACT for NON COMMUNICATION to be able to complete project Wrote several emails to CEO TAMMY W******** *** ****** ******* ***** ********* *****on August 23,2023 and customer support Martin Ball who contacted me and stated a member of the ream will be contacting me. Nicholas L**** who then left a voicemail ************ on May 18,2023 at 1:14 PM stating “he heard from CORPORATE and told me “HOW BUSY HE WAS” I would like a complete REFUND of $1700.82 Thank you, **** ******* ***** ***** ****** ** * **** ****** ** ***** ************

  Business response

  10/26/2023

  Good afternoon,

  I'm not certain how I can assist.

  Our contract cannot be cancelled after your 3 day right to rescission expires. You signed a contract & the notice of cancellation agreement.

  You did not cancel the contract within the 3 day window. As  a result your order was placed & is in our warehouse.

  Respectfully, our office will not be refunding your deposit. The deposit when toward manufacturing your order.

  Our team is willing to install your order at anytime. Please contact our office if you decide you're willing to allow us to install your windows.

  Respectfully, filing a complaint with the BBB is taking advantage of our Co. as well as the BBB. Our team did nothing wrong, we placed an order that you signed off on & agreed to purchase. 

  The only solution is to allow us to fulfill the order.

  Thank you for your time

  Customer response

  10/26/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  By signing a contract I EXPECTED employees to act in a reasonable manner to bring the project to COMPLETION, including COMMUNICATION.  THEY DID NOT COMPLY WITH THE CONTRACT.   Three days AFTER signing a contract is TO CHANGE YOUR MIND !!!   There is NO WAY to know the POOR performance of employees when a project takes several months to complete . It is LUDICROUS to know in three days that employees are honest, knowledgeable, communicative and above all DOING THEIR JOB  THESE EMPLOYEES DID NOT DO THE JOB. They are a disgrace to WINDOW WORLD who should in good faith, RETURN my deposit for DECEITFUL REPRESENTATION !!!

   

   

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

  Business response

  10/30/2023

  Good afternoon,

  Respectfully, I know this isn't the answer you want to hear Mr. & Mrs. ******** however you agreed to the terms & conditions.

  Our Organization simply placed an order that you requested us to place.

  The order wasn't cancelled within your 3 day right to rescission.

  Your order currently resides in our warehouse. Windows & doors are custom to each clients home.

  Respectfully, it's not appropriate to file a BBB complaint due to you changing your mind regarding the order you placed.

  How's that WindowWorld's fault?

  I can install the windows at any time. Please let me know when you're available for installation?

   

  Thank you

   

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 15, 2022 - current. Three windows were to be installed on December 15. They were not installed correctly or in a timely manner and one screen was missing. Another team came weeks later and removed the windows and installed them correctly but without a screen on one window. Payment was made except for $361.00. Calls were made several times regarding the missing screen. Workman came back and measured and took serial number, three times. We made numerous calls to the manager, Nick L****. Another team came back, removed the windows and reinstalled them, still no screen! Made several more calls, still no screen. Windows passed county inspection. Workman came back to install covering for screws, still no screen. Made several calls to Nick L****. Now he’s avoiding our calls. Got a call from the billing department demanding remaining payment. We told them when we get our screen that we’ve been waiting for for nearly three months, they will get paid. We were then told that she would talk to Nick.. still no response. Called last week to talk to Nick or Gerald, associate manager. Both wouldn’t talk to me and still no screen… three months later and no one from the company has contacted us.

  Business response

  04/27/2023

  We can completed the project on 3/21/23.

  The sash was installed.

  Thank you for your patience

   

   

  Regards, 

  Customer response

  05/01/2023

   
  Complaint: 19583417
  
  I am rejecting this response because:
  What was missing was a window screen, NOT a sash. I received this on April 30 and they said they would install on March 21. We are currently not in ******* and they were told we would be leaving ******* on April 19 and would not return until December. 
  ******************************************

  Business response

  12/13/2023

  Your project has been completed & passed inspection 1/24/23

  Thank you for the opportunity & for your patience

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 17, 2021, we signed a contract with Window World (WW) for one double hung sliding glass door (hurricane proof) and for two bathroom windows (hurricane proof). We gave the a check for $3,919 and was told we could have the windows by February/March. No call from WW so on 1/7 we called to get a date for delivery. We were told our windows are now due in March 2022. We asked when we should follow up, they told us the beginning of February. Mid February we received a call from the installation manager. He was responding to our numerous messages, including one where we were requesting our money back, as they've had our money for 4 months. The manager indicated that the windows were due in by 3/22/22 and he would schedule as quickly as possible. On 4/11/22 we spoke someone who represented himself as management. Another excuse, another ruse as he stated that he thought the order was handled inappropriately but that the windows and door would be installed by mid May. May 9th we were told that mid June they would be installed. At this point we reiterated and requested that our deposit be returned. The manager, Richard, called and said he couldn't return our money. He would put a note on his computer to call us on 6/6 to confirm the windows and door were ready for install. He blamed all these issues on manufacturing. He never called us but the installers showed up on 6/16 with only the 2 bathroom windows not the double sliding door. We rejected the installation because the promotion indicated that with 1/2 down we would have 15 months interest free to pay the balance. July 9 the new installers show up with the double door and windows but they had the wrong size screens. To date, October 4th, we can't remove all the stickers from the windows until it's inspected and we don't have our screens. The screws are all visible, the molding is not on. No inspector has been here and no one from the company is calling us. We are desperate to get this resolved.

  Business response

  11/18/2022

  Business Response /* (1000, 5, 2022/10/06) */ I see we submitted pictures this morning ma'am Please confirm receipt Thank you for your patience Consumer Response /* (3000, 7, 2022/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) We haven't seen any pictures, nor have we received a call from anyone at Window World. This is their biggest problem. No communication and if we do receive a call, there is no follow through on the promises made on the call. This response from Window World took 3 months. The only reason they responded so quickly is because we filed a complaint with BBB. This response doesn't mean that there will be action. Someone needs to call us with an actual date of when the inspector will be here and when they expect to finish the job. Business Response /* (4000, 19, 2022/10/24) */ I see our team spoke with you 10/20. *************** confirmed they sent pictures to you & you received. Thank you

• Initial Complaint

  07/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  the complaint against this business has not been resolved job is still not finished door still to small and inspection can not be scheduled until they find the pictures they did not take.Tickets that are required to be on the doors and windows are now falling off and blowing away we replace the ones we find but some are lost in the wind we want the job completed as people from window world are calling for the balance of the job not knowing that the job is not completed internal communication problem.thanking you in advance.********************

  Business response

  09/20/2022

  Business Response /* (1000, 15, 2022/08/29) */ We just reinstalled & took buck pics this past Saturday 8-27 Thank you for your patience!

• Initial Complaint

  06/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In March of 2021 I ordered impact windows and doors, including a 3-panel slider, a double front entry door, two transom windows and a two double hung windows. The contract was worth just over $15,000 with 50% down at contract signing. My Window World contact for the job was Kevin who is now a manager in their Orlando office. After many delays, a partial installation was done in September and the rest of the installation was done in November of 2021. There were a number of issues remaining after the installation that held up final inspection, e.g., missing door hinge screws, installation of a 2nd entry door handle, weather strip air gaps, and a missing sliding screen door inter-lock. These issues were finally resolved in February, except for the missing sliding screen door inter-lock. Since February, I have been trying to get the final county inspection done (the screen door issue does not impact this inspection) to no avail. Yesterday, I received a notice from Palm Beach county that my building permit (which was obtained by Window World) will expire in July 2022 due to not having the inspection completed and exceeding the allowed time for permit inactivity. I have been calling Window World numerous times since February to get the inspection scheduled, but nothing happens. I keep getting the run around and in most cases nobody answers their phone. I have to keep calling and selecting every phone menu item to try and get someone to pick up the phone, and most times I get an off-site receptionist and leave a message with her, but no one EVER returns the her messages or messages I leave on their phone system. Their customer disrespect and poor business practices are very obvious. Throughout this ordeal, I have dealt with Kevin, Daisy (she quit), Alexis (she quit) and others. Their turnover in employees also seems to be part of the problem.

  Business response

  08/08/2022

  Business Response /* (1000, 5, 2022/07/08) */ I see Kevin our Installation Manager has assisted you. If you need further assistance please let us know Thank you for the opportunity! Regards,

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a deposit of $1325.00 on 1 Sep 2021 for windows and installation. Promised delivery was January 2022. I have left numerous voicemail messages requesting a status update but now I am demanding a refund. No one answers the phone, no one responds to voicemail messages. It appears that once they got my deposit money, I no longer existed! They are in breach of contract and I want my money back! Thank you very much for any help you are able to offer.

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/06/02) */ Your windows are in our warehouse ma'am. Scheduling will call you again to coordinate installation Thank you very much for your patience Regards ma'am, Consumer Response /* (3000, 7, 2022/06/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) There has been absolutely no communication from them since I made my deposit. I have yet to hear from them about scheduling the installation. At this point, I do not even trust them to do a correct and proper installation. I simply want my money back. Thank you very much! Business Response /* (4000, 9, 2022/06/07) */ Good afternoon ma'am, I see you're on our installation schedule. Please let me know if you need further assistance ma'am Thank you very much for your patience! Consumer Response /* (4200, 11, 2022/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have agreed to allow them to install the windows. Amberin their scheduling department indicated that it was a delay in permit approval. I checked with the town clerk and this installation permit was approved on 7 April 2022. I find it very suspicious that they never contacted me until I began this complaint process with you, the BBB. They are supposed to come next week Thursday to complete the installation. Business Response /* (4000, 13, 2022/06/08) */ Everything is approved & ready to be installed. See you soon ma'am Regards,

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We put a down payment down on 3 windows in May of 2021 with the understanding it could take up to 12 weeks to receive the windows. We called in October 2021 only to be told that the guy that sold us the windows no longer works for the company. Kevin came and remeasured, the windows were never ordered. Finally they were installed April 22, 2022. First, the install crew had no ladders to install all 3 windows on the second floor! Next, the windows had the wrong configuration, they had 8 not 6 squares. They completely ruined the drywall around the office window and didn't bother to fix it. Since they had no ladder, they couldn't restucco the mess on the outside either. The frame on the master bedroom window is bent. After questioning the install guys about all of this they told us to call the service department. The service department told me to call the installation department, who never answers the phone. The office in West Palm never answers the phone or calls back, EVER! We received one call from someone out of Orlando that assured us he would get right back to us, that was a month ago. I have tried every email, every phone number that I could possibly find only to be told be given the same line of ****. These windows do not meet our HOA standards, it's a complete abortion of an installation job and we want them replaced. We live in South Florida, we need reliable windows that aren't going to fail us during a hurricane or even a crazy summer storm. Right now, with this mess that we have we are not confident that they won't fail.

  Business response

  05/27/2022

  Business Response /* (1000, 5, 2022/05/27) */ I will have a crew back out immediately. I also see sashes order for a grid concern. Please expect a call today Thank you Consumer Response /* (2000, 7, 2022/06/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) We will accept this as long as they actually do what they say. They need to call ****** to set a date and time to come out and fix it. ************* Consumer Response /* (3000, 12, 2022/06/15) */ Window World is dodging our phone calls again after the first initial contact. My husband has been leaving messages for them, specifically Rich, who he initially spoke to. It seems when we contact BBB we get a quick response, then no follow up to schedule anything. I expect us to receive a call within the next few days after I file this with BBB, but I am not going to close this complaint until the job is completed to our satisfaction. I think it would be easier to just replace the windows and clean up the mess that was left than have to dodge our phone calls all the time. Business Response /* (4000, 23, 2022/07/15) */ I see that you were scheduled I hope all your concerns have been addressed If you have any additional concerns or requests please let us know Thank you!

*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. ↩