ComplaintsforWindow World Of Tallahassee, Inc

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had windows installed in September 2023, despite having a one year guarantee of work, when I reported broken or damage siding on my home, window World replied that they couldn’t have done that damage and it was not their responsibility. I have photographic evidence that this damage was not there before, but they refused to make good on the damage they did to my home.

  Business response

  06/27/2024

  RE:  ID ********

  Date:  June 27, 2024

  RE: response

   

  We contracted with this homeowner on July 19, 2023, for custom sized replacement windows. Total amount was $6228.00.  (Exhibit #1 - Contract)

   

  We installed windows at **** ******** *** ************ ** ***** (built in 2002) on September 8, 2023. 

   

  The customer signed our Completion Certificate on September 8, 2023, stating she had inspected our work. (Exhibit #2 – Signed Completion Certificate)

   

  On September 11, 2023, 3 days after the installation was completed, the customer called in to pay us for the completed work via Credit Card (Exhibit #3 – Credit Card Payment Receipt)

   

  The **** ** *********** Building Department Inspector inspected our work on September 12, 2023, approved the work and issued a Certificate of Completion (Exhibit #4 – Building Department COC)

   

  This customer called on June 14, 2024 (9 months after installing the windows) telling us that there was siding damaged on her home, and we needed to come fix it.  We reminded her that it had been 9 months since we had installed the windows and the Inspector had come and inspected windows and the inspection was approved.  The Building Inspectors would not approve our work if there were trim or siding pieces missing, rotted or damaged surrounding the window that we installed.   She stated that the HOA sent her a letter regarding the siding piece, but she had not seen it before they notified her.

   

  We asked her to send us pictures.  She sent the pictures, and we reviewed them.   The thin piece of siding is now missing sections of it at the corners.  It is very evident, and the Building Inspector would have seen it when inspecting the job. It would have been noted and our inspection would have been denied.

   

  We have had several major wind events in Tallahassee over the last 9 months.  One very damaging storm on May 3, 2023, which had 35-60 mph wind gusts which caused power outages all around North Florida.  Another storm on May 10, 2023, with high winds which spawned 2 tornadoes along with power outages all over Tallahassee.  There was a storm earlier in the year with high winds and driving rain so bad, many companies closed early for the safety of their employees. 

   

  If you look at the picture, you can see that this very thin section of this one siding piece looks like it was lifted up from the bottom in the middle.  This piece is still tilted up as if something had gotten underneath it.  We pointed out that the boards surrounding our window (black pieces in the picture) have no damage.  We tried to explain that we do not remove or do anything with the siding that surrounds those boards right outside our window.  Our attempts to talk through the pictures were not well received.  She then stated that she was going to post negative reviews everywhere, put in a complaint to the BBB and then threatened a lawsuit about this one piece of siding.    We did call her back shortly after she hung up the first time and apologize for how the conversation had gone.  She said, “thank you”, and hung up again.  Then, she posted a negative review and filed a complaint with the BBB. 

   

  As we stated in our responses to her negative review, we are willing to continue the conversation to help her find a siding contractor to replace the one piece of siding.  It needs to be someone who installs ***** ****** siding, which we are not.  She has not called us again after hanging up on us the second time on June 14, 2023.   (SEE ATTACHED)

   

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

  Window World of Tallahassee, Inc.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We had Window World install new windows on our home. The took out a "garden/bay" window and replaced with a regular window. The window leaked inside our home and caused damage which had to replaced and new drywall put in. The owner came out and stated that it was not their problem. The repair company stated that the window had no caulk, no barrier, nothing put in. The wood was cut too short and we have no protection from the rain. We had to pay to have this fixed. We are not asking for the cost to repair the inside as that was new drywall and corner beads. Window World guarantees their work yet they have told us it's not their problem.

  Business response

  10/31/2023

  We tried responding using the online portal. We get all the way through the respond page and click “proceed” and the website freezes. Please accept this as our official response.

  ID # ********

  To whom it may concern:
  

  The facts are as follows:
  

  1. April 4, 2016 - Window installation was completed
  2. April 5, 2016 - City of *********** Building Inspection was scheduled – Exhibit 1
  3. April 5, 2016 - City of *********** Building inspector inspected our work and APPROVED our installation – Exhibit 2
  4. Window World warranty regarding *************** maintenance – Exhibit 3
  5. Window World manufacturer’s warranty – Exhibit 4

   

  Many major rain events happened between installation on April 4, 2016 and the phone call of May 19, 2022 when customer reported possible leaking above the window.  Named storms, such as Hurricane Hermine (September of 2016) and Hurricane ******* (October of 2018) along with many tropical storms and severe thunderstorms as we have often in Florida had occurred.  We did not hear from this customer after any of these major storms. 

   

  We did not receive a call from this homeowner until May 19, 2022 saying it looks like they are having some water issues above the window.  At that time, we let them know about the requirement of touching up caulk and that our installation is warrantied for 1 year and it had been 6 years since the windows were installed.  We asked that the customer send pics anyway, and we would try to help him figure out what needs to now be done.  Based on the pictures he sent, we could not give him any direction and let him know this.

   

  On September 18, 2023 (1 year and 4 months later), he called our corporate office and put in a complaint because he did not like our answer on May 19, 2022 about homeowner maintenance.   We had NOT heard from him since May 19, 2022. 

   

  I, ***, the owner, called him on September 18, 2023 and spoke to him, reminded him that the install warranty is 1 year for caulking, and that it has now been 6 1/2 since the windows were installed.   Reminded him that they were inspected after the installation and our installation was approved (Exhibit 2), reminded him that we did not receive any calls until 6 years later. Of which, during that time, many major storms had come thru *********** to include *******.   Reminded him that homeowners need to touch up caulk.   Customer was very upset that he kept getting told about what the warranty is and just wanted someone to come out and look at the window.  *** said she would do this and went that day, 9/18/2023.  

   

  *** went to property and noted that the property was currently vacant.  Asked the homeowner who had been living in the home.  Homeowner stated that his married son had been living in the home, but moved out because he had bought a home of his own.  *** went thru back door to go look at the exterior of the window and noticed extra siding leaning against the home.  *** asked the homeowner if the siding had been replaced; the homeowner answered NO.   (Although, in a phone conversation with our office, homeowner had stated that the siding had been replaced 2 years after the windows had been installed and the roof had been replaced in 2020).  The Building Department was showing NO permit for siding replacement, only window and roof permits.

  While looking at the exterior, *** noted that the caulk between the window and the vinyl siding ********* was solid.  She explained the process of window replacement, that we do not remove the exterior venier; i.e., hardie, brick, or vinyl siding when we remove the windows.  This customer had aluminum windows prior to our vinyl replacement windows.  Our windows are a buck frame, screwed in through the jambs of the window.   We flash our window to the current exterior.  I reminded the homeowner that there was no leaking for years after we had installed the window, and believed there may now be an issue with the vinyl siding above the window.  *** told customer that she only has limited knowledge about vinyl siding, but does know that it needs to be able to expand and contract with the wood sheathing behind as it expands and contracts and there could possibly be leaking behind the siding which will run down the wall above behind the siding and hit the top of our window and escape there.  We discussed how vinyl siding is installed and customer said he knew and admitted that he had replaced some of the siding on that wall.   *** let customer know that she would contact a vinyl siding company she knew in Jacksonville to see if they knew anyone in *********** that does vinyl siding and what the costs should be to check out the vinyl siding and re-J-channel around the window.  *** called the customer and told him the information.  Customer said thank you for the information and thank you for coming out and discussing everything with him. *** believed the CUSTOMER FULLY UNDERSTOOD that the issue was not covered under the warranty when the conversation concluded. It was a surprise to receive this notice.

   

  On 10/3/23, customer texted pictures he when a handyman was working on the siding asking if we had replaced a board above the window.  *** called him after receiving the picture and reminded him that we didn’t remove the siding.  

   

  We offer a 1 year warranty on installation.  If there would be any issue with caulking or flashing, it would be noticed within that first year.  We were not contacted by this homeowner until 6 years, 1 month, and 2 weeks after the windows were installed.  There were many rain storms during that first year, including Hurricane Hermine, which hit September of 2016,  and there was no call from the homeowner until 6 years later, which lets us know it was not leaking at that time.

   

  The manufacturer’s warranty covers seal failure, locks, balances, etc. for the primary purchaser who continually resides in the home from date of install.   This homeowner did not reside in the home, their son did for a period of time.  The home was vacant when *** went to meet this homeowner.  Home had been vacant for unknown period of time. 

   

   

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

   

    

  Business response

  10/31/2023

  We tried responding using the online portal. We get all the way through the respond page and click “proceed” and the website freezes. Please accept this as our official response.

   

   

  ID # ********

   

  To whom it may concern:

   

  The facts are as follows:

   

  1. April 4, 2016 - Window installation was completed
  2. April 5, 2016 - City of *********** Building Inspection was scheduled – Exhibit 1
  3. April 5, 2016 - City of *********** Building inspector inspected our work and APPROVED our installation – Exhibit 2
  4. Window World warranty regarding *************** maintenance – Exhibit 3
  5. Window World manufacturer’s warranty – Exhibit 4

   

  Many major rain events happened between installation on April 4, 2016 and the phone call of May 19, 2022 when customer reported possible leaking above the window.  Named storms, such as Hurricane Hermine (September of 2016) and Hurricane ******* (October of 2018) along with many tropical storms and severe thunderstorms as we have often in Florida had occurred.  We did not hear from this customer after any of these major storms. 

   

  We did not receive a call from this homeowner until May 19, 2022 saying it looks like they are having some water issues above the window.  At that time, we let them know about the requirement of touching up caulk and that our installation is warrantied for 1 year and it had been 6 years since the windows were installed.  We asked that the customer send pics anyway, and we would try to help him figure out what needs to now be done.  Based on the pictures he sent, we could not give him any direction and let him know this.

   

  On September 18, 2023 (1 year and 4 months later), he called our corporate office and put in a complaint because he did not like our answer on May 19, 2022 about homeowner maintenance.   We had NOT heard from him since May 19, 2022. 

   

  I, ***, the owner, called him on September 18, 2023 and spoke to him, reminded him that the install warranty is 1 year for caulking, and that it has now been 6 1/2 since the windows were installed.   Reminded him that they were inspected after the installation and our installation was approved (Exhibit 2), reminded him that we did not receive any calls until 6 years later. Of which, during that time, many major storms had come thru *********** to include *******.   Reminded him that homeowners need to touch up caulk.   Customer was very upset that he kept getting told about what the warranty is and just wanted someone to come out and look at the window.  *** said she would do this and went that day, 9/18/2023.  

   

  *** went to property and noted that the property was currently vacant.  Asked the homeowner who had been living in the home.  Homeowner stated that his married son had been living in the home, but moved out because he had bought a home of his own.  *** went thru back door to go look at the exterior of the window and noticed extra siding leaning against the home.  *** asked the homeowner if the siding had been replaced; the homeowner answered NO.   (Although, in a phone conversation with our office, homeowner had stated that the siding had been replaced 2 years after the windows had been installed and the roof had been replaced in 2020).  The Building Department was showing NO permit for siding replacement, only window and roof permits.

  While looking at the exterior, *** noted that the caulk between the window and the vinyl siding ********* was solid.  She explained the process of window replacement, that we do not remove the exterior venier; i.e., hardie, brick, or vinyl siding when we remove the windows.  This customer had aluminum windows prior to our vinyl replacement windows.  Our windows are a buck frame, screwed in through the jambs of the window.   We flash our window to the current exterior.  I reminded the homeowner that there was no leaking for years after we had installed the window, and believed there may now be an issue with the vinyl siding above the window.  *** told customer that she only has limited knowledge about vinyl siding, but does know that it needs to be able to expand and contract with the wood sheathing behind as it expands and contracts and there could possibly be leaking behind the siding which will run down the wall above behind the siding and hit the top of our window and escape there.  We discussed how vinyl siding is installed and customer said he knew and admitted that he had replaced some of the siding on that wall.   *** let customer know that she would contact a vinyl siding company she knew in Jacksonville to see if they knew anyone in *********** that does vinyl siding and what the costs should be to check out the vinyl siding and re-J-channel around the window.  *** called the customer and told him the information.  Customer said thank you for the information and thank you for coming out and discussing everything with him. *** believed the CUSTOMER FULLY UNDERSTOOD that the issue was not covered under the warranty when the conversation concluded. It was a surprise to receive this notice.

   

  On 10/3/23, customer texted pictures he when a handyman was working on the siding asking if we had replaced a board above the window.  *** called him after receiving the picture and reminded him that we didn’t remove the siding.  

   

  We offer a 1 year warranty on installation.  If there would be any issue with caulking or flashing, it would be noticed within that first year.  We were not contacted by this homeowner until 6 years, 1 month, and 2 weeks after the windows were installed.  There were many rain storms during that first year, including Hurricane Hermine, which hit September of 2016,  and there was no call from the homeowner until 6 years later, which lets us know it was not leaking at that time.

   

  The manufacturer’s warranty covers seal failure, locks, balances, etc. for the primary purchaser who continually resides in the home from date of install.   This homeowner did not reside in the home, their son did for a period of time.  The home was vacant when *** went to meet this homeowner.  Home had been vacant for unknown period of time.  (PLEASE SEE ATTACHED) 

   

   

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

   

   

• Initial Complaint

  05/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Ordered windows March 2021, awaiting completion of order, pending 2 screen doors Already being charged by creditor Wells Fargo for incomplete order. Window world unable to inform when items will be delivered. I’ll offer to pay once the order has been completed.

  Business response

  05/27/2022

  This customer's windows were received and were installed on September 29, 2021.  The custom size 9' Sliding Glass Door (ordered at the same time as the windows) did not come in until November.  We installed the Sliding Glass door November 23, 2021, but after taking the screens out of the package labeled with our customer's name, we realized that they were too short for our door (right label / wrong product).  We immediately notified the manufacturer and sent pics showing the "end to end" size of what was shipped, and the size on our original order sheet, which proved they sent us the wrong screens.  Once received, we scheduled the install of the replacement screens for March 17, 2022.  We were able to install 1 screen, but the other screen had screws missing, therefore, needed reordered again.  The manufacturer was contacted that day regarding this and agreed to remake this screen.  Fortunately, the actual 9' Sliding Glass Door is fully installed and is in use.  They are just needing 1 screen.
  

  It is frustrating for us and our customers.  All we can do is apologize!  I know that all companies are having difficulty in getting employees to show up to work and filling the open positions.  This often causes people to be covering duties they are not specifically trained to cover.  I believe this is the reason that when we finally received this customer's 2 screens several months after they were reordered, one came in without the adjustment screws in the track needed to move the wheels up and down to keep the screen in the track.  The new screen has finally been received, and we have been working to schedule the install.  The manufacturer has service technicians and have said they would assist us in installing the originally defective parts due to the many issues our customers have experienced with the defective screens but are now saying they are 4-6 months out on their service technician's schedule.  We had decided we will take care of installing the now received screen for this customer once we were told this timeline by the manufacturer for install.

  As stated above, all we can do is apologize that this customer was one of the defective screen issues we were seeing.  Being in the construction business the last couple years has been a nightmare with manufacturing issues and delays in all aspects of construction supplies.  
  

  Customer response

  06/07/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:  INFORMATION IS UNTRUE 

  Regards,

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

  Customer response

  07/13/2022

  ORDER WINDOWS MARCH 2021, JOB HAS NOT BEEN COMPLETED AS WE ARE AWAITING 2 SCREEN DOORS TO BE REPLACED. THE COMPLANY HAS BEEN MADE AWARE OF THIS ISSUES.

  Desired Outcome:
  Delivery; Billing adjustment

• Initial Complaint

  09/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Window World installed new windows and sliding glass doors 02/2020 apx 1 month after installing one window was making a howling sound they came out to tell me it was my soffit. We also addressed my large sliding glass door which one side is very hard to open so they took the pc that locks the door off but that did absolutely nothing. As time goes on 4 other winds possibly a 5 is now also making that sound. We have gone round and round with window world form it’s a plug missing to the windows need more caulking to I need to put cotton in the weep holes to back to caulking but it’s time the screw holes? NONE of which makes any sense!!! There a clearly more to this and they are not willing to make this right. I have even reached out to corporate headquarters who didn’t even have the decency to answer they just passed the buck back to the local office here in Panama City, Florida who does nothing! I have video of every window except the 6th in question making the howling sound.

  Business response

  09/14/2021

  See Attached.

  Customer response

  10/07/2021

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID *********,  we have been more then patient in allowing Window World to make this right and now the sliding glass door is worse then before.

  Sincerely,

  ***** ******

  Business response

  10/25/2021

  We went out to *** ******** home again last Thursday, October 21, 2021 with the Manufacturer’s Representative.  They were able to operate her door with a pinky finger, but she still said it is difficult for her to operate and she “hates this door”.   She is a very petite woman with back issues, and the door is an 8’ tall, hurricane rated, very heavy, missile impact door.   Please see the manufacturer’s representative notes below addressing her concerns and attached order confirmation for the different locking system we are going to try.   While at the home, our General Manager told her he was going to step outside and encouraged her to ask the Manufacturer’s Rep anything she wanted to.  She pointed to a mark on the tract of the door, but the Manufacturer’s Rep had no idea how the mark had gotten there because it has been 18 months since the door was installed.  He verified and showed her that the door operated flawlessly (with his pinky finger), and that the mark did not affect the operation of the door.   She did not ask about or speak about anything else while ***** was out of the home according to the Representative, the conversation turned to animals, specifically dogs.

  Today, she texted the Manufacturer’s Representative this morning asking about the mark and what he is going to do about it.  He reminded her that the mark on the tract doesn’t affect the operation of the door and that she would need to call the store for any other concerns.  She replied “wow”!  As of 1:45pm, she has not called the store.  The mark on the tract was never mentioned until over a year after the door was installed.  If this mark was there when the door was installed, based on how many conversations we have had, we believe it would have been mentioned by this customer before a year had passed.

  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. ↩