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:06/30/2023

  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.

  Had windows installed over a year ago, 6/2/2022. There were designed wrong and poorly re-worked to fit in my frame. The windows' sizes were wrong and the design was also not according to spec. They were "forced to fit". Corrected replacements were later installed but original install issue was not resolved. I communicating with a least 3 field service supervisors who each assured me they would correct the issue. Then at least 4 different service teams showed up to affect the repairs. I was told by each team they did not have "the correct supplies, the correct parts, the correct items needed for repair, they were put in wrong to begin with".Pictures were taken by 2 field supervisors and 2 repair teams to report back to corporate. "This will be escalated to the highest level", I was told. After over a year my windows are not installed to manufacture specifications.

  

  Business Response

  Date: 07/10/2023

  Window World has placed a reorder for the correct arched trim needed. Once these items arrive Window World will set up an appointment to make the necessary corrections to this project.

  Customer Answer

  Date: 07/11/2023

   
  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

  Date:06/23/2023

  Type:Order 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.

  1. There was a problem w/installation of slider based on incorrect measurements 2. ****, Field Supervisor, said he'd order new door but I needed to sign to release $. I was willing to release $'s for windows but not door. ********* contract page never sent to me.3. Suddenly salesperson is reaching out saying Window World will remove slider from contract. That's the solution? remove the door? (I HAVE to do something with the door for HOA so doing nothing is not an option).4. I didn't sign new contract (windows less door) when ************, mgr, called. We had what I thought was an honest conversation. I since learned the salesperson ordered the wrong ******** shared I was waiting on new quote. ***** asked me to please sign contract w/windows only & he would ensure the salesperson scheduled an appt to resolve issue w/slider. In show of good faith I signed window only contract - what a fool I am.5. New quote was additional 110% more than initial quote.6. Window World eventually sent another salesperson to measurethe slider & quote 2 windows (6/16). Again I thought I was having a good conversation, ***** listened & suggested instead of going through BBB or internet reviews I reach out to *********************** (owner).I called ************** (6/19) left msgs *************** asst. Did not hear back so texted ***** & asked if anyone reached out to him.***** said no, but he would follow up w/*** (6/21). As of Fri (6/23):1- no one from Window World reached out to discuss the issues.2- No new quote.The last quote for the sliding glass door that Window World not only measured incorrectly but ordered the wrong door was an additional 110% (initial quote $4701 plus installation - new quote $9810 plus installation). And the quote was not a 1-off, they provided my neighbor with a lower quote for the same door.3 -no quote for the 2 remaining windows 4 -Install of windows not complete, no inspection and no finishing work. 1 screen is broken and needs to be replaced.5 -no effort to resolve

  

  Business Response

  Date: 06/26/2023

  Window World has provided a refund for the Sliding Patio Door. We have reached out to our customer to set a service to come out and inspect the screen in question and provide a walk through of the windows. This appointment is set for 6/27/23. The permit had to be submitted for a modification with the City and pending the approval of these changes. Once this update has been done, Window World will proceed to have the inspection requested. The patio door costs is the costs of a custom Sliding Patio Door, Window World is not able to provide a discounted price for the same price as a standard patio door. The customer is welcome to obtain additional quotes from another Window/Door Company.

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20228206
  
  I am rejecting this response because:

  Window World did not provide a refund for the slider.  They ordered the wrong door and did not provide the terms and conditions of the contract to me and were unable to force me to pay for the door upfront.  Their answer was to remove the door from the contract when they realized their salesman was providing the same wrong quote to several people in my neighborhood.  Window World said they would work with me to reorder the slider.  I offered to pay more than 50% increase for the slider but Window World wanted 110% increase.  We had what I thought was a good conversation, ********************* said he would have salesperson ***** reach out to me with the new quote if ONLY I would sign a new contract SPLITTING the windows from the door SO THAT Window World EMPLOYEES COULD GET PAID.  That is the real story - no regard for the customer, only themselves.  Every time ***** did reach out he had a new story.  Once I signed the contract splitting the windows from the slider they ignored me and chose not to respond to my requests.

  Interestingly Window World sent another salesman, *****, who again - spoke that good game and pretended to be on the customers side.  ***** suggested I reach out to owner ***********************, which I did.  ***** has never responded, even to say 'screw you'.  I now understand why Window World employees act the way the do - 'attitude reflects leadership' (or lack of).  And ***** did take measurements for the slider and 2 additional windows but has yet to provide the quote.  I reached out to ***** to let him know I called ***** and again, from owner to salesman they hide rather than call the customer.  ***** - might want to put out a BOLO on ***.

  To date of the items requested to resolve here is the current status (6/27):

  1 - no one from Window World reached out to discuss the issues.  OPEN
  2 - I was not given a new quote.  The last quote for the sliding glass door that Window World not only measured incorrectly but ordered the wrong door was an additional 110% (initial quote $4701 plus installation - new quote $9810 plus installation).  And the quote was not a 1-off, they provided my neighbor with a lower quote for the same door.  OPEN
  3 - Window World charged me twice the fee for the permit on the initial contract (and that's before Window World removed the sliding glass door). OPEN - overcharge.
  4 - Window World did not do a walk through of the windows they installed. CLOSED 6/27, *** came out to repair the screen and did walk through the windows.  *** also corrected the missing piece the neighborhood painters told us about.
  5 - Window World has not scheduled the inspection and as such, have not completed the finishing of the windows. OPEN
  6 - One of the screens is broken and needs to be replaced CLOSED 6/27.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/28/2023

  Window World Field Supervisor and Sales Team have discussed the customers concerns with the Sliding Patio Door. The original Sliding Patio Door was not mis measured--the door ordered was a standard sliding patio door. In order for its installation there has to be normal cut backs to the opening(drywall) and such the customer did not want this to happen. The customer requested a refund of the door which was done on 5/30/2023. There is no over payment for the permit. The customer is looking for a custom door for a reduced price. The Sales rep has provided the customer with the new price for the custom door at which the customer again is wanting the door for half the price. Pricing of increase of products do affect the costs vary as the manufacture makes these changes. Once the City confirms the modified permit an inspection will be set and once that has taken place Window World will return to install the balance covers and s**** caps.

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20228206
  
  I am rejecting this response because:

  I did not request a refund for the door and if it was a simple 'fit' with the correct door ordered Window World would have made me pay for the door.  If, as Window World is claiming I requested a refund then why:

  1 - did ****, Field Supervisor, tell me he would order a new door but I had to pay for everything less 2%?

  2 - did *************************, salesman, suddenly call and say Window World would remove the door?  Again, odd response for a company wanting to make money.  

  3 - Why did *********************, manager, send another contract (with the contract terms and conditions attached) separating the windows from the slider?  Then when I did not sign the new contract ***** called me and said, please sign the contract it's end of fiscal year and employees need to be paid.  And if you sign the contract I will have ***** reach out and schedule time to walk through the new contract for the slider only? (***** never did reach out FYI).

  4 - Why after all of this did Window World send out another salesman, *****, who I thought listened and suggested I contact *********************** who would make this right.

  5 - Why did Window World charge me $1150 for the permit initially and then $589 for the permit on the 2nd quote?  That is an overcharge and overpayment.  

  No one is asking for a custom door at cost.  Window World quoted $6061, then $9810.  I offered $8500 - that is not less than 50%.   Window World can't spin this because all conversations were in front of others.  Since Window World is exerting more energy fabricating the truth than trying to resolve a customer complaint in ******* they need to understand:

  I'm screwed.  I have windows installed that hopefully work and God knows what response I will get if anything needs fixing under warranty - their word is useless, however,

  When will the inspection be scheduled?

  When will Window World complete the finishing touches on the existing windows?

  When will Window World do the right thing for the door?

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

• Initial Complaint

  Date:05/22/2023

  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.

  They do not back their windows or doors. I purchased 14 hurricane rated windows and 2 patio doors, to replace 21 yr old single pain windows. Waited 5 months for the door and 6 months for the window installs. no communication whatsoever during that wait time on the unless I contacted them, the doors were finally installed in Oct 2021 and the windows Nov 2021. After the install is when the nightmare began, first thing we noticed was the windows and doors are NOT soundproof as they claim & we instantly noticed that our home was much hotter. We began to hear popping noises & an excessive amount of condensation on the windows and doors. I contacted ******************* who had me send pictures and at that time I was told they've been seeing this since covid & the windows are made wrong. Replacement ************** were ordered & another 6 moths wait, with no communication unless I called for a status. Some of the replacements were installed Aug 2022, the others Sept 2022 but again the same issues with popping noises and condensation began within a few weeks. this time, I was told it was a problem with my ************************** said they can't replace my windows again. They would contact the manufacturer and have them come out to inspect. the manufacturer never came out after about a month later he called and told me this was normal. After that ******************* stopped answering my calls. After writing a review on Yelp in Dec, ***************************** reached out to me, again sent photos, he commented on the scratches on my **************************** me a couple articles but NOTHING further. I updated my review for the 3rd time& WW had me set up a appt for inspection, ****, who was covering from the **** office came out 4/24/23 & since then, there has been no response to my calls to customer service line or contact from ****. This project cost +20K and we keep getting the run around with no resolution. WW was paid in FULL & since than we can't get any assistance with the product they sell and is under "warranty".

  

  Business Response

  Date: 05/22/2023

  Condensation is a normal process when there are different inside/outside temperatures throughout the day. Window World will schedule to make an appointment again to inspect the windows. Window World has previously left a voice message today, to call our office to schedule. We can be reached ************ M-F 8:00-5:00pm CST.

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20084118
  
  I am rejecting this response because: this is the same run around I have gotten since my these windows were installed about condensation. Also because someone named **** was just here on 4/24/23 doing a so called inspection & ***** would return my calls regarding that inspection. When **** was here even said the amount of condensation on these windows was NOT normal. How many times am I going to send pictures or have people come out this has been ongoing almost 2yr already. 

  Also noone has left me a message today. 

  These windows are supposedly under lifetime warranty if I constantly have condensation from the time the sun sets until hours after it rises this is clearly an obstruction of my vision and a failure in the glass.

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

  

  Business Response

  Date: 05/24/2023

  Window World has left another voice message today 5-24-23 to call our office ************ to set an appointment for our Field Supervisor to come out and inspect the windows. We have also provided within that message that we have early June 2023 for either 6-5-23 to 6-9-23 you can choose a date and let ** know what works best for you. We have also sent a text message of the same information about this inspection/date availability. 

  Customer Answer

  Date: 05/24/2023

  I have reviewed the response made by the business in reference to complaint ID ********. I have spoken to *** at window world at 10:10 am on 5/24/23. He has set up  another appointment for another inspection of my windows/door on 6/9. I want to make note this will be the 3 inspection since my windows/doors have been installed and the 2nd inspection to happen in the last 2 months. They sent **** who was helping from **** to do an inspection on 4/24/23 & once again no communication since until the complaint was filed.

   

  
  

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20084118
  
  I am rejecting this response because: Window World came back out on June 16. Since than I have followed their request to send them even more photos showing the temps of my windows indoors and once again it's been over 2 weeks since I received confirmation from them of the photos & that they would reach out to the manufacturer. I have sent texts to the gentleman who came out & again no responses. I'd like to reopen this complaint since it's the same old game we have been dealing with for over a yr.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/14/2023

  Window World has reached out to our customer. ********************** is working on getting the manufacture out for a scheduled appointment to inspect the windows. We have advised our customer once we get confirmation of additional information from the manufacture and appointment ********* will further advise.  

  Customer Answer

  Date: 07/18/2023

   
  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 Answer

  Date: 08/03/2023

   
  Complaint: 20084118
  
  I am rejecting this response because: In response to my complaint. The manufacturer came out with a ww representative. 3 gentleman and none other than the window world representative even cared to introduced themselves. The manufacturer was dismissive did not want to hear what I had to say nor did he care to look at any of my concerns. They were here a matter of ************************* the am and they knocked on a couple  windows & told me my issues were normal. That was the "inspection" Prior to this so called inspection. in ******************* from Window came out & while here again maybe 10 minutes he advised me to purchase a heat gage and take temps of the glass on my windows, after providing those to him, he responded saying, "Glass absorbs heat. The outside surface temperatures of the glass are much higher than the inside. If you take temperature readings of the vinyl you will see the window is performing correctly. ***** is none porous and does not leak"
  
  So as he suggested I took temps of the vinyl. Both times the window glass and vinyl still registered at over 80+degrees inside my home, some of the vinyl  registered over 90+ degrees. Than yesterday ***** says well did you compare that to the outside temps?  so once again the reps from WW continue to ask me to do different things only to give me different information. 
  
  I have texts from ********************* after numerous photos were provided when this all began. Who advised about the shape of the condensation on my windows & they were seeing this issues because the windows were being manufacturered wrong & these manufacturer issues were due to covid &  training & staffing issues but when it happened again after they replaced the sashes he claimed he never seen it twice & ******* blamed the issue on my home construction& refused to replace. Yet my both sets of my windows were manufacturered during covid times. Hence why I waited well over 12 weeks for install. 
  
  I also have emails from ******* in the ********* who contacted me after my yelp review. Again sent numerous photos & after review was concerned about the scratched windows. The scratched windows were why he supposedly sent a rep out back on 4/24 but after that rep came out we never heard from again and now recently ***** has come out twice & it's the same old run around. 
  
  I have attached  photos of the windows temps in my home both the glass & vinyl, as well as the windows with scratches & what I attempted to show the rep yesterday of mishaps I have documented after I inspected all my windows & doors. According to them all of this normal.
  
  I have 1 sidelight window on my front door that was not replaced its over 20yrs old & a single pane window that registered heat at 100 degrees. Yet my double pane hurricane rated windows are registering at 
  83+ degrees indoors is "working as designed", once the sun set we cant look outdoors because they are full of condensationand ever day there is a constant popping noices which we were also told yesterday was normal. I don't think so & as I told the manufacturer yesterday. I have no faith that these windows will protect my home from the elements of a hurricane winds.
  
  Window world had no intention to resolve these issues. Since this started  every person that I have dealt with or that they sent out to my home just give us some different run around. They got their 24k from us now they don't care or back their products.
  

  
  

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

  

  Business Response

  Date: 08/03/2023

  After inspection of the project with the manufacturer rep we determined all products to be performing correctly to the manufacturers specifications. The installation has been done in accordance with all state and local building codes and has passed inspection. 
  Window World and Wincore Manufacturer rep have provided the customer with our professional assessment of the project and did not find any issues. The customer unfortunately has unreasonable expectations and does not understand the environmental conditions she experiencing in her home. 
  Window World has already replaced the majority of the window sashes once back on 8/9/2022 due to the customer complaining of the condensation. As noted before, condensation is a normal occurrence with windows and shows the windows are properly sealed with no air leakage. The customer will not accept this answer even though the information can be easily found with a simple ****** search. The complaint of scratches was not noticed during the field visit and is considered within tolerance as we could not view them during normal daylight conditions. 
  The Wincore Manufacturer Rep and Window World both did our best to try to explain all of this to the customer but she did not agree.
  It is unfortunate we could not come to a resolution but all products are installed and performing correctly.

• Initial Complaint

  Date:05/02/2023

  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 October 2022, My husband and I chose Window World to replace our windows/doors. After 15 weeks (03/06) **** and his crew were at my house to install the windows and sliding doors. Needless to say that we had a lot of issues. First: 4 out of 6 window panels were damaged (2 had white glue overflowing from window grid to glass and the other 2 had scratches all over panel, they looked like used windows) and while installing the sliding doors, the installer placed a s**** in the wrong place resulting on a damaged door panel. In addition, the screen doors were incorrectly made with the handle upside down. Well, the manager (*********************) placed an order to replace the sliding door and screens as well as the one panel with the most scratches. ***** told me they would try to buff out and remove the scratches from the other panel and cut the glue off the 2 additional panels, I made it clear that if it wasn't up to our standards that they would have to replace it (he agreed in writing). After 8 weeks (5/1), **** and his team came back to address the issues... The window panel to replace the scratch panel was the wrong size so the team was unable to replace panel; The sliding door was replaced but with another defect issue, as it is unusable since it is stuck and we are unable to open; The screen doors are missing a center piece causing mosquitos/bugs to enter home; **** was unable to fully remove glue from glass; **** was unable to remove scratches from other panel. After reaching out to *****, the only answer I received was that unless I make the full payment they will not send anyone to fix the sliding door nor will they replace any windows AND they will send me to collections. First of all, the installation is NOT complete - an unusable door, new products with defects, failing inspection due to unable to close window is not considered installation. We want to pay our invoice, but we need installation to be completed and products to be usable.

  

  Business Response

  Date: 05/05/2023

  Window World has conversed with our valued customer and has scheduled a service to address all areas of concern.

• Initial Complaint

  Date:04/03/2023

  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.

  Window has yet to fully complete the installation of my windows. After 2 failed inspections, and a "service call" no call no show, best they can do it keep putting me on the calendar for the next time they are in the area.....

  

  Business Response

  Date: 04/03/2023

  Window World apologizes for the delays and rescheduling's. Window World has set a final service visit for 4/17/2023 to install s**** caps and balance covers as your inspection has now passed.  

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19889710
  
  I am rejecting this response because:

  I have 3 open items: S**** caps and covers, Scratches on several glass panels, and excessive screws in front door that is not to spec or ascetically pleasing. Scheduling a service call in two weeks after not showing up for the one on **** is not good enough solution. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/04/2023

  Window World is ordering a new door frame as we agree the s**** holes are not properly placed.  When we come out for the service visit our tech will record and order the glass for the windows that have scratches. Window World apologizes about the delay and is working to resolve the issues in a prompt manner, we do appreciate your patience as we work through a reorder process.

  Customer Answer

  Date: 04/04/2023

   
  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

  Date:03/01/2023

  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.

  03/21/22 - Signed the contract with Window World for 3 windows, 1 sliding door and 2 window *****.09/07/22 - 3 windows and 1 sliding door were installed. Issues:Windows 1, 2, 3 - have deep scratches in the frame from installation, scuffs and scratches on the sashes, 1 defected sash, 1 missing top sash rail, unprofessional and messy caulking inside and outside.Sliding door - wrong color door on the inside, ruined the existing decorative trimming around the sliding door, also the door seems to be misaligned, unprofessional and messy caulking inside and outside.Installer was LICKING a finger to apply the caulk!1 window screen was damaged.09/08/22 - 09/09/22 - Tried to contact the field supervisor, *********************, about issues. No response.09/13/22 - 10/10/22 - Tried to talk to different field supervisors, customer support, technicians about all the issues with the windows, sliding door, *****, and installation.10/10/22 - Emailed the corporate office with my concerns.10/22-01/23 - Waiting for reorders (3 frames, 3 sashes, sliding door).01/16/23 - Planned re-installation day, frames came in wrong color and installation for the day was cancelled, field supervisor ***** promised an additional reimbursement to $489.30 that was previously applied. No additional reimbursement was issued.02/11/23 - Emailed the corporate office with my concerns.02/13/23 - ****, point of contact, called. Told me that they will make everything right. Promised to call back, but did not. Didnt respond to my text messages either.02/24/23 - Planned re-installation **************** called and told that a crew will be at my place soon. Later **** text messaged that the frames came in wrong color AGAIN and Ill be given a BIG compensation. I asked her twice to call me, she promised she would, but never did.I called ********************* and *******, field supervisors, they didnt pick up the phone.Emailed the corporate office again with my concerns.02/28/23 - Still no response or contact.

  

  Business Response

  Date: 03/01/2023

  Window World acknowledges that we have had this order come from factory incorrect multiple times.  Window World has the corrected order placed with the factory, and as soon it arrives we will inspect and contact you to schedule installation.   Window World apologizes about any communication issues that *** have occurred, we can be reached at ************ M-F 8:00-5:00 CST.

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19513854
  
  I am rejecting this response because:
  1. I would have expected Window World contact me with updates on situation. However, I ended up calling the customer support myself again. I was told that the reorder is in progress and expected to be manufactured by March 13th and delivered to the warehouse **** days after that.

  2. I still have no confirmation that a promised big compensation will be applied. The customer support told me it is done after the job is finished. However, no one reassured me that I will be compensated at the end. I want  Window World to tell me in their response that it is true and it will happen.

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

  

  Business Response

  Date: 03/03/2023

  Window World will fulfill your contract and install your order, anything outside of that would not be discussed on this public forum. Your field Supervisor is not in the office today but the statement that we would finalize the job once completed is correct.  Please allow us to complete this project to your approval before replying to this post.  Window World wishes to affirm that we will come to a resolve with you on this project.

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 19513854
  
  I am rejecting this response because: After BB complain #1 in March 2023, the Corporate called and asked to let them complete the job promising to fix all the issues. 03/21/2023 - ******** didnt have exterior capping with them and the sliding door frame had a defect. No work was done. 04/14/2023 - ******** was supposed to come out to install windows and the sliding door. The door frame came in with a defect again! No work was done. 04/24/2023 - ******** came out to replace the windows. 1 window had bad exterior caulking, 1 was smudged with white caulk on the exterior. 1 sash that was supposed to be replaced but wasnt replaced (crew member mistake). The window ***** came in wrong color, I requested a reimbursement. 04/26/2023 - Reported to the corporate office and supervisors about a popping sound one of the windows started making when the sun hits the window in the morning. 04/28/2023 - A new crew came out to redo the exterior caulking. They made it look worse, smudged the trim and windows, applied new caulk over the old one, left new scratches. Also, added more foam to the "popping" window. 05/11/2023 - A new crew came over to reset the "popping" window and re-installed the sliding door. No work was done. The door frame had the SAME defect. It's 3 TIMES now! ******** didn't have all the items for the door such as handles and some corner caps. When the crew looked at the "popping" window, they didn't reset it since they didn't think it was going to fix the issue. They think a new frame needs to be reordered. Currently waiting for the following: - 3 sashes to be replaced - 2 window frames replaced the 3rd time! (this includes the popping one) - Sliding door replacement and interior trim around it - All windows exterior trim and capping redone the 3rd time WW doesn't call the customers in timely manner or never. I don't know what is going on with my new windows anymore. Nothing gets gone properly, no respect for customers. I wish I had never chosen Window World.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/16/2023

  Window World does express an apology and has been in communication with the customer during this process. ********************** is currently waiting on parts that have been reordered and at that time once all parts arrive this project will be reworked as previously advised to the customer.

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 19513854
  
  I am rejecting this response because:
  
  For a few days I was trying to reach ***, the ONLY person of contact I have with Window World, since all Tampa supervisors never answer my calls. I reached out to *** with a simple question related to the sliding glass door. I am waiting for a response since May 17th. I simply cannot understand why its almost impossible to communicate with this company. WW cant take the money and never talk to a customer.

  

  Business Response

  Date: 05/24/2023

  Window World has reached out to the customer via text message and answered/addressed her concern.

• Initial Complaint

  Date:02/21/2023

  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.

  Entered into a contract on 9/03/2021 for new Windows and sliding glass doors for our home. Our original install date was scheduled for March 15,2022. On March 15th we were informed that 5 windows would need to be installed on another date due to broken glass and broken frames. Only one of our 3 sliding glass doors were installed and unfortunately they did not have the correct track and could not install it properly. Today February 21, 2023 our second round of installs were scheduled ti happen. I spoke to **** from Window World and made it very clear I wanted them to check EVERYTHING before coming out to install. I was told that the project manager ***** had checked and verified everything and we were good to go. Here I am at 3:45pm on the day of install only to find out AFTER a very large hole is in my wall following the attempted install of the same sliding glass door that was "installed" almost a YEAR AGO, was also not correct. The frame for my bedroom Window is here but the window itself is not. One of the other sliding doors is not a sliding door but is rather fixed and is also incorrect. This has been a MASSIVE inconvenience in our life for well over a year. Multiple attempts to contact ***** and **** the filed supervisor have been less than fruitful today. We would have never hired Window World if we knew it would have taken over 18 months to try to get new windows and doors installed. Not to mentioned we've paid $16,000 out of pocket upfront and still owe them another almost $13000. This is absolutely unacceptable. Our electric bill has been $200 more a month since the sliding door was "installed" a year ago due to slots being cut into the plastic allowing constant air flow. We are on a fixed income and are both disabled veterans with 4 children and are honestly so saddened by the lack of empathy or care we've received following this entire situation.

  

  Business Response

  Date: 02/22/2023

  Window World would like to thank your family for your service to our country and acknowledge the sacrifices that have been made to protect all our country's citizens.  We would like to  apologize for any communication problems that occurred during this project and wish to assure you that we value all of our customers.  Window World acknowledges there was some factory order errors as well as install issues that occurred and are working to get this rectified and resolved.  Window World is working at this moment to get this order corrected, placing reorders with the factory.  If at any time there is a problem reaching anyone with Window World please call ************ Monday thru Friday CST, this is the main call center number.

• Initial Complaint

  Date:01/05/2023

  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.

  Among many issues, they took over 9 months to install 22 windows in my home. Every time I would call (after about a 6 month wait), I would be told 21 of the 22 windows were in; that they were just waiting on the last one. We requested they install what they had and were told by the production assistant, ****, that she would call and get us on the schedule, which never happened. We were given many empty promises by her, told she would call back, etc., which never happened. When they finally came and had all 22 windows, they initially told me that I would have to hire a contractor after they are done to fix a gap that would be in the trim from the window after they are done. When I told them that is unacceptable, the salesman called and said they would fix it and I won't have to hire a contractor after all. They proceeded to take out a window and most of the crew left (I'm assuming to buy materials to fix the issue) for over 2 hours. They did not even start the first day until approximately 3pm due to their arriving so late (also). We were told by **** this was a 2 day job and even though we questioned that, we scheduled to be off work for those two days.They put in the wrong windows in two of our rooms. We wanted tinted windows and they put in frosted windows. When the manager, ***** reached out to me, he told me it would take 4 weeks to correct and has never since returned my emails or attempts at contact. Instead, he tried to have the salesperson call me, which made no sense. Regardless, they said they would fix it and did not. They also took a marble ledge off one of my windows and threw it away and said they would fix that and did not.Their crew ended up taking 4 days, left doors open for no reason (letting out kittens I ******), and left messes of caulk and trim and insulation all over my yard. ****, the manager, is completely unapologetic and insincere and unable to handle a situation nor cares to. They also damaged a lot of trim and could care less.

  

  Business Response

  Date: 01/06/2023

  The sales appointment was set for 3/12/2022, but Window World did not receive the down payment to start the order until  5/10/2022.  It was explained that due to worldwide effects of the pandemic lead times were extended for custom window orders.  Window World has a marble sill on order for you and will contact you when we receive it to set an install date. Window World has fulfilled the order as the contract clearly states obscured glass not tinted.  If you would like to order tinted window panes we would be glad to work out a quote for you on doing so.  Please give us a call at ************ and we can get that process moving, or give your Field Supervisor a call.

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18688318
  
  I am rejecting this response because:
  On the date, we signed the contract we gave payment. It is not our fault that you guys took so long to run payment regardless.

  Regarding the obscured glass, I have proof that your supervisor said he would do that change and it should take 4 weeks in an email. There was no mention of an additional charge to do the right thing and change it to what we agreed upon; we are adamant we did not want that glass, especially in a bedroom. We were not told that it was marked obscured glass on the contract, or we would not have signed it. The sales person and my husband and I had a 5 to 10 minute conversation about what type of class to choose and it is not our fault that he (the salesman) picked the wrong glass on your which we never saw before and werent familiar with to even know where it is on the form. I did speak to the sales person about this and he says he doesnt remember, to be honest. Your company should do the right thing and change it out as your supervisor promised. 
  
  You also did not make any mention of the mess they left, nor the trim that they dinged up and just sloppily put caulk over to try to hide. Nor the fact that **** told us it was a two day job when she called to schedule and it turned out to be a four day job. I dont want the job to be done halfway, but especially seeing they left such a mess and made no apologies to altering our schedule for four days when they initially told us it was two, further shows that your company is completely irresponsible and not customer service oriented when it comes to changing out the glass.

  It also would have been nice if that somebody would get back to me about the multiple emails I sent **** about these issues and he chose not to respond.
  Sincerely,
  
  *********************

  Customer Answer

  Date: 01/12/2023

  The second screen shot shows the paragraph where ***** said they would reorder the windows and it takes 4 weeks.

  Thank you,

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

  

  Business Response

  Date: 01/12/2023

  Window World did state that window remakes typically take around 4 weeks however sometimes they take longer, especially during a global pandemic.  Window World is requesting that the documents that you have attached to this complaint be taken down as they contain some of your personal financial information.  Window World has fulfilled our contract with you.  Window World will not be offering any accommodations.  Your account balance is zero and your warranty is in full effect, we will contact you to schedule once the part comes in.

  Customer Answer

  Date: 01/15/2023

   
  Complaint: 18688318
  
  I am rejecting this response because:
  You are doing nothing to right this situation.  You offer no timeline for my window sill which you threw out yet say remakes take 4 weeks...so are you remaking the tinted glass?

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

  

  Business Response

  Date: 01/17/2023

  Window World does not manufacture the product you are requesting, and have fulfilled the terms of the contract.  Please be advised that the documents that you have attached contain your current personal financial information.  (Window World sent a request to BBB to have those numbers redacted or the documents taken down).  Window World is not ordering the window panes as we do not make the product you are requesting. 

• Initial Complaint

  Date:11/30/2022

  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.

  Well.I waited for a long time to file this complaint. They are absolutely the WORST. Im not taking the time to explain in detail, but after almost 2 years after ordering replacement high impact windows for the entire house and glass sliders for our pool/deck areathey cannot get it right!!! Issue after issue with their windows and sliders. Recently a larger window in our bedroom (top section) fell on my wife as she raised the lower one to clean. Window World will NOT even return call to correct even though we have a lifetime warranty.Further, a few months ago the large master bathroom window did the same thing..but it caused lots of damage.Look at the scratches, discoloration and large chunks in the windows, large glass sliders Many other issues with the discoloration and scratches in the glass, etc have NOT been corrected!!!I could go on, but space will not permit

  

  Business Response

  Date: 11/30/2022

  Window World has made several attempts alongside the manufacture and replaced several sashes and panels to meet the customer's satisfaction.  All materials installed are to factory and industry standards.  The manufacture had reached out to our customer in October to resolve issues and the customer declined any further work.   Window World is not honoring warranty due to customer having outstanding unpaid balance.

• Initial Complaint

  Date:10/11/2022

  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.

  Purchased a Satin Etch 533XE front door: paid for half cost of the door for ordering purposes. Front Door installed July 19th, 2022 came with missing hardware (see ******* Hinged Door Contract - traditional handset). The Window World Team members removed our old hardware from our old removed front door and placed in our $6500.00 new door -paid in full that day. The door was inspected by the City of Tampa, Window World Team Members were supposed to come back to the home to complete performance and remedy the defect immediately. September 8th, 2022 wanted to send a TM out to paint holes for the anchors in the doorway, requested to speak to a supervisor - no voice messages or missed calls from Window World of Tampa Bay. September 11th filed feedback complaint of Window World website - no phone call or response. October 5th requested to speak to a field supervisor, no voice messages or missed calls from Window World. October 6th requested to speak to a field supervisor, no voice messages or missed phone calls. September 6th emailed **************************************************** no reply or response.

  

  Business Response

  Date: 10/12/2022

  Window world can always be reached at our toll free number Mon -Friday 8 am to 5pm CST.  The Field supervisor that you were assigned at the start of your install is no longer with the company.  Please contact us at ************ and we will be glad to provide you with contact info for your new Field Supervisor.  Window World did reach out this morning and left a voice mail on the provided contact number.

  Customer Answer

  Date: 10/15/2022

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