ComplaintsforWindow World of Polk County, Inc.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I payed Window world to replace my 3 front windows. They came all damaged and the installer even damaged my floor, wall and a cabinet in my front bedroom. This was done on August 1,2023. Ive been dealing with them trying to get everything fixed and they keep giving me the run around. Now theyve canceled 3 times since May. Im tired of companies taking advantage of females and elderly people. This company needs to get these fixed so the county can sign off on them and I can be done with dealing with them. I have multiple emails about this and pictures of the damage.

  

  Business response

  08/05/2024

  There have been several issues that have delayed the completion of this project.  Some of them have been scheduling and product issues on our end.  Some of them have been cooperation issues with this customer, such as her refusal to answer her phone or return calls when voice mails are left.  We completed a service call on 8/1, which was the last of the service items we are handling directly.  We have contracted with a flooring company to fix the customer's floor.  The customer will be scheduling that work directly with the contracted flooring company so it is entirely up to the customer how soon the floor gets fixed.  Our office is contacting the customer this week to schedule the final inspection.  Once the final inspection is complete, the job will be finished.  

  Customer response

  08/12/2024

   
  Complaint: 22029363
  
  I am rejecting this response because:

  I have emailed them multiple times since the call regarding final inspection and havent received an email back at all.  And the calls have completely stopped.  My windows arent completely fixed, WW hasnt mentioned my wall or cabinet that was damaged in months.  I have emails proving this if I need to send them.  
  
  Sincerely,
  
  *******************

  

  Business response

  08/14/2024

  We have left several messages regarding the final inspection and our attempts to reach the customer have not stopped.  We have not received any emails from the customer on either email address we use for communication regarding inspections; ********************************************************** or *********************************************************  We did receive one voice message from the customer, on the same day she submitted her response above.  We called the customer back and had to leave a voicemail.  She has not returned the call. 
  
  We have tried to fix the dent in her drywall three separate times.  Each time the customer has not allowed our service tech to do the repair, stating she will not let us fix the wall unless we paint it.  At the time the customer signed the contract, she signed our preinstall checklist.  Number 10 clearly states we do not do touch up painting.  I have attached a copy of the customers preinstall checklist for the record.  The fact that the customers wall is not fixed is 100% due to her own refusal to allow us to fix the issue within the terms of our contract.  The damage to the customers cabinet was not caused by our installer.
  
  We will continue to try and reach the customer to schedule her inspection.  The customers floor will be fixed when the customer schedules the work with the flooring company she picked.  The required deposit for the flooring work has already been paid.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Window World July 12, 2023 to install windows in a porch area. The delivery date would be ***** weeks later, which would land in November 2023. The first install attempt came with windows that were the wrong color and all the incorrect sizes. At the second attempt, 6 of the 10 the windows were the wrong size and one of the six was broken. We refused a partial installation. Note that the areas were measured at four different occasions by four different people. We were trying to get this 400 sq ft space enclosed prior to our move to add more value to our home. We have run out of time as we are moving and the house is now listed on the **** (At a lower square footage unfortunately) Although the delays have cost us the potential improved value of the property, we aren't seeking anything more than our deposit returned. We have been very polite and patient during this process but have only been able to talk with a secretary. No one returns calls, to include a voicemail to the owner, and we only received text responses after we asked for the deposit returned. We continue to be ignored.

  

  Business response

  05/13/2024

  This project experienced many delays and setbacks.  All of these were entirely our fault.  Per the customer's request, we have cancelled the contract and provided a full refund.  We sincerely apologize for the way this was handled.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed my first contract with window world on 11/25/23. My intention was to get my entire houses' window. I made this clear with the salesman who came to my house where to quoted me $9170 to replace all the windows in the house. The contract listed 14 windows to be removed, and 11 to be installed. I thought these counts were different because the way windows are counted is different. The told me it would be 2-3 months for the house to be completed. When they came to install the installer noticed a window was missing. The correct number of windows was counted to be removed, but an incorrect number was counted to be reinstalled. This was later verified by ***** the sales manager. A new contract was then signed to have the 12th window installed with the estimated timeframe being 3 weeks. It is now closer to 12 weeks. All my currently installed windows are still not finished after almost 5 months because they have not be caulked or inspected as my first contract said they would. And they are not being caulked or inspected because window world won't do it yet. I have contacted the sales manager multiple times along with the salesman and have had no attempt by them to fix the problem than to wait significantly past the contact timeline. I have no order number.

  

  Business response

  04/10/2024

  We sincerely apologize for the delays in completing the project.  We have the final window scheduled to be installed on April 19 between 3 and 5 p.m.   We will address any other issues with the customer at that time.  We will then coordinate the final inspection between the building department and the customer.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased left-hand swing in double door on 3/8/23. It was scheduled for 7/5. The installer called in sick. Reschedule 7/8 - installer called & said he had a very large job & would reschedule for 7/12. 7/12 - no show - said job never got scheduled. Rescheduled for 7/18. It was dark & raining hard that day but they showed up. I signed a completion sheet and paid for the install. A day later it was sunny out, I noticed daylight through the top and bottom of the door. I also saw caulking was missing around the door frame & all of the s**** holes on the frame were exposed. Scheduled Install Manager *** to come out on 7/26. *** looked over the door, said it wouldnt pass permit and wrote up a quality assurance sheet to adjust the door, replace the bulb seal, replace sticky caps, touch up caulking, put in more screws in all around, and install the missing strike plate for the stationary panel top. On 8/16, installer looked at the door & said he didnt have the parts and would have to be rescheduled. For 10 weeks I called several times on strike plate & mentioned that door k*** had fallen off 5 times. Installer came on 10/31 - didnt have the strike plate but did adjust the doors, caulked the frame, plugged the holes. They did not put any more screws in per **** list. I told him about 2 issues: the door k*** had fallen off the door 5 times, and the door knob/dead bolt combo locks faced opposite ways. He pulled them both off, said it wasnt a matched pair for a left-handed door & said he would note that. I called a week later & was told it was passed to ************* 4 days later, called back and she escalated it.- 3 weeks later, nothing. They need to install a door k*** / deadbolt combo with the locks facing the same way, install more screws in all around and install the strike plate for the stationary panel top so it can be inspected and closed out. It has been 15 weeks since the install. The service after the sale and communications has been lackluster at best.

  

  Business response

  12/14/2023

  We sincerely apologize for the delays in completing this project.  We have contacted the customer and worked with them to address all of their issues.  We completed correcting the last issue today.

  Customer response

  12/15/2023

   
  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.It still needs to pass permit inspection but all noted discrepancies have been addressed. It's a shame it took a complaint to BBB to get this addressed quickly
  
  Sincerely,
  
  *****************

  Customer response

  01/10/2024

  Window World did come out and fix the items that were needed to be fixed so that an inspection could be done. The permit inspection happened last Thursday, and the inspector did pass the permit, but he told me that the doorknob rosette - the decorative trim plate between the door and the doorknob, was spinning on the outside and should be corrected but he wouldn't hold the permit hostage for that issue. I contacted Window World and told them about this issue as well as I needed the inspection screws to be covered now that the inspection was completed. The person that answered my call asked me to hold briefly while they spoke to the service department. She came back shortly and said that they had answered her call but asked her to hold for a minute and they would get back with her. She took my information then put me back on hold to chat with service. When she returned, she told me that ******* had sent her to voicemail so she left a message and said they should get back with me the next day. I waited a couple of days and no one returned my call so I called Window World again yesterday morning. I left a voice mail and here we are at the end of the second day and still no one has contacted me. As I stated earlier, service after the sale (March 8th, 2023) has been horrendous! All I need is for someone to give me a sheet of stickie coverups to hide the screws and to set the decorative plate on the outside of the door so it doesn't spin around freely. I don't think this would take 5 minutes. The communications are frustrating and don't produce any results. I have to go to the BBB to get a response.  I won't ever deal with this company again and highly recommend no one else does either! 

  Customer response

  01/10/2024

  Date Sent: 1/10/2024 3:02:13 PM
  Window World did come out and fix the items that were needed to be fixed so that an inspection could be done. The permit inspection happened last Thursday, and the inspector did pass the permit, but he told me that the doorknob rosette - the decorative trim plate between the door and the doorknob, was spinning on the outside and should be corrected but he wouldn't hold the permit hostage for that issue. I contacted Window World and told them about this issue as well as I needed the inspection screws to be covered now that the inspection was completed. The person that answered my call asked me to hold briefly while they spoke to the service department. She came back shortly and said that they had answered her call but asked her to hold for a minute and they would get back with her. She took my information then put me back on hold to chat with service. When she returned, she told me that ******* had sent her to voicemail so she left a message and said they should get back with me the next day. I waited a couple of days and no one returned my call so I called Window World again yesterday morning. I left a voice mail and here we are at the end of the second day and still no one has contacted me. As I stated earlier, service after the sale (March 8th, 2023) has been horrendous! All I need is for someone to give me a sheet of stickie coverups to hide the screws and to set the decorative plate on the outside of the door so it doesn't spin around freely. I don't think this would take 5 minutes. The communications are frustrating and don't produce any results. I have to go to the BBB to get a response.  I won't ever deal with this company again and highly recommend no one else does either! 

  

  Business response

  01/12/2024

  We performed a service call yesterday and resolved the issues that were reported.  We do not have any record of the phone call the customer described in their January 10th communication.  We are trying to determine who the customer spoke to and how the message they left for service was not received.  We sincerely apologize for the frustration our lack of response caused.

  Customer response

  01/16/2024

   
  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 at this time. They only have one number that I know of ************ that they answer and take your issues and requests and state that they will get with Service department....and that's where the communications end every time. The serviceman that came out wasn't sure how to fix what was wrong so he took a punch and a hammer and dented the trim ring in a little bit to hold it. He said if that didn't work they would have to replace the handle and he said that was what he was going to write up on the service order. Time will tell
  
  Sincerely,
  
  *****************

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window World installed my windows 7 years ago. I have 3 windows in my home leaking and dry wall has been damaged. The company has come out 4 times all of which provide a different reason as to why the windows are not the issue. I was told my house was re-stuccoed so I am at fault however my home has not been stuccoed. I did apply caulking to two windows in an effort to stop the leaking. (This was removed so they could see the entire bottom of the window.) I found out only one of my windows in my home are installed with the proper spacing to seal the window so they won’t leak per someone window world sent to my home. I have 6 windows that have space under the weep holes where water can leak inside my wall. I contacted the owner to come out himself to look at my windows, he refused, and said he relies on his team to do that and since their story does not align to mine he will not help me get the windows fixed. The owner said I would have to pay for the windows to be fixed. I am being told by two people the company sent out that the windows need to be raised higher. My question that they will not answer is why the windows need to be raised if they were installed correctly to begin with. If they were not installed correctly I feel the company should pay to fix them. I need my windows raised so they can be sealed properly and not leak inside my wall. This should have happened when they were originally installed. Since this is an issue from the original installation the company should fix my windows at no cost to me.

  

  Business response

  11/21/2023

  The customer has failed to mention that they did not own the home when the windows were installed. The windows were installed properly and did not leak for years. At some point, either before or after this customer bought the home, the openings were altered and the alteration created the leak issue. We have informed the customer that we will resolve the issue and what the cost will be. The demand made by the customer for our company to resolve the issue for free is unreasonable. 

  Customer response

  12/18/2023

  Date Sent: 12/16/2023 7:41:17 AM
  Thank you for addressing the sash. What action do you intend to take for the window not installed at the same dimension on both sides? I had a second company come and look at the installation of the windows and they advised the windows are installed too low to be able to seal the window. Since sealing the window could not have happened at the original install that confirms the construction that happened during original install was not correct and resulted in my windows leaking. The construction and installation was the responsibility of window world to do accurate or else my contract is breached. Please advise. 

  

  Business response

  12/18/2023

  The windows were installed correctly and had no leak issues for years prior to this customer purchasing the home.  We do not know what modifications occurred between the date of installation and the origination of the leak issues.  However, the current leak issues are the result of the openings being modified, not faulty installation. 

   

  The customer is claiming breech of contract.  However, this customer did not own the home when the windows were installed and never signed a contract with Window World.  This customer has a parts warranty that is being provided by the manufacturer and serviced by Window World.  There is a service call fee associated with any warranty work.

   

  We have informed the customer what work is needed to correct the issues caused by modifications that were done post install.  We have also informed the customer of the cost of that work.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 09/25/2023 a representative, Sam, from Window World installed seven windows. Sam was very nice, but was on his cell phone during the entire process. I feel that he could not concentrate completely on the job, while talking on his phone. When he was removing or installing one of the windows, he cracked a marble window sill in two places. He did not say anything at first. My husband pointed it out to me. Eventually, Sam did point it out and told me the sill was already starting to crack. This is not true. I would have definitely known if there were any cracks. If what Sam said was true, why didn’t he tell me beforehand? I contacted Mary at Window World and she sent an inspector, Misty, to address my issue. Misty was very nice and agreed with me. She also indicated that I should emphasize my complaint. I never heard from Window World, so I called and Mary told me an email was sent. I told her I never received an email. She had the wrong email address, so I gave her the correct one. I still haven’t received an email. This is our fourth window installation project with Window World and this is the first time we had an issue. There were always at least two installers doing the other jobs, not one. I think Window World should cover the replacement of this sill. We will never use Window World again or recommend them to anyone, if this issue is not resolved.

  

  Business response

  10/18/2023

  When the cracked marble sill was brought to our attention, we pointed out to the customer the pre-install checklist they had signed at the time they signed the contract.  Item 10 on the pre-install checklist states:  
  
  Window World is not responsible for marble sills, tiles, stucco work, stucco bands, painting/touch-up paint, siding, blinds, or parts that are broken or damaged during removal and installation of windows and/or doors.
  
  When windows are removed from a structure for replacement, sometimes items in the window opening, such as the sill, drywall, paint, etc. sustain minor damage, despite the installer’s best efforts to prevent this from happening.  That is why we have this item on the pre-install checklist.  The customer did not want to accept the answer provided to them regarding the marble sill and has decided to file this complaint instead.  The contract with the customer is clear and the customer knew this before the project was started.  We have attached a copy of the pre-install checklist signed by the customer.
  
  If the customer would like us to replace the marble sill, we will be happy to do that.  However, there will be a charge for us to do so.

  Customer response

  10/23/2023

  
  Complaint* ********
  I am rejecting this response because:
  I feel that the damage is not minor. The sill is cracked in two places. You mean to tell me all if of the window sills were damaged, I am responsible? 
  I hope that potential customers people review this complaint and consider a different company.
  I realize my effort is useless, but hopefully, will make others aware.

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

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a sliding glass door on 12/14/2022. It was installed about 20 weeks later in 5/2/2023. Issues: 1- Door opens from the wrong side. 2- Can’t be locked from outside. 3- Screws on one of the fixed panels are visible. 4-The caulkings collapsed a few hours after installation. After taking to their office, I was told that the parts were ordered and takes a few weeks to get the parts. A few weeks later I called and heard that parts will arrive in a month. Hearing nothing from them again, I called and after several back and forth calls, a service was scheduled for a week later on Tuesday, 2-4pm. I waited and no one showed up. Again, called them the next day. I heard “oh, our appointment didn’t go through”!. Another appointment was made for later days. The installers showed up and dismantled the moving panel. Low and behold, parts were ordered/sent wrong again. Also, they noticed that the first installer did not fix the top frame properly. So they put some screws to fix the issue. Also, fixed the previous caulking. To fix the lock issue, they loosened its screws, which added another issue. The door handle is loose and moves when closing and opening the door. Taking to their office again, I was told that the part will arrive in two months, on Sept. 7th. On 9/14th I called again, and heard that an installer will contact me in a day or two. Heard nothing again, I called back and left a message. Not hearing back again, I called and quarreled and finally the third installer came on Sep. 28th at 4pm. Parts were wrong For The Third time!. I left a message for their manager and received a call from her today, 9/29. She said that she is going to order parts again. I said “I don’t trust them anymore” and required her to back up her promise with a written letter to guarantee and refund if they can’t fix it this time. She refused. I am a college professor and can’t waste more time with them. They had three failed chances to make it right, and now I ask for a full refund.

  

  Business response

  10/16/2023

  We are sorry for the issues caused by errors made by the manufacturer.  Unfortunately, these do occur and they are out of our control.  We have worked with both our inside rep and our account manager on the reorder of the parts, as a way of trying to make sure they are correct this time.  The estimated arrival date for the parts is November 13th.  Once we receive the parts, we will examine them to confirm they are correct and then contact the customer to either schedule the service or notify them that we are contacting the manufacturer if they are not correct.

  Customer response

  10/17/2023

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

  I don’t think that I am asking too much. No refund now, that is fine. At least I need a kind of guarantee that you will make it right this time. It seems to me that even you are not sure of your promises. Please back up your words and tell me what would you do if you can’t fix it again for the forth time? You can’t drag it forever! 
  
  Sincerely,
  
  ******* ******

  

  Business response

  10/17/2023

  There are aspects of this that are beyond our control and therefore, we will not provide a written guarantee that the resolution will be complete on the next attempt.  We are committed to resolving this and we will do so as quickly as possible.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 7, 2023 I signed a contract for 15 windows to replace contractor grade windows at the total cost of 9739.00. I paid 50% up front (5,020) and the remainder upon completion. May 3rd filed with HOA and received approval as Window World scheduler contacted me that windows were in and schedule a June 5th install date. June 5th came and when no one showed I called office and they apologized but forgot to put us on the schedule. Rescheduled June 9th. A 4 man crew showed up, supervisor and 3 workers. Supervisor left within an hour of arriving leaving worker to install all windows. There was much banging, pushing, hitting on the windows and my neighbor overheard conversation on how the windows are too big. With no guidance from supervisor since he was not here, they forced these windows in, Once complete the supervisor returned and we did a walk through, I stated then the windows looked crooked. He measured and agreed three of the window sashes needed to be replaced. I could not open window more than 6 inches and supervisor (Dave) said it was because they were new. I paid remainder of money that day. After an hour of cleaning we noticed every marble window sill was torn away from the wall leaving a 1/4 to 1/2 inch gap inside the house. The area outside around the windows they have destroyed the stucco and have caulking everywhere. I called the office and told them about the issues and directed them not to cash that check as the job was not done. Needless to say I have called at least 10 times to get their window inspector out just to say I need new windows. Then after calling about more 6 times, I spoke with Mike G**** (4 times) who said we would be taken care of and again two more appoints were canceled and today the third. I have spoken to others in our community and this seems to be their business practice. I have had enough. Buyer beware - and yes they cashed the check. This will be resolved one way or another.

  

  Business response

  07/20/2023

  On July 19th we had one of our crews correct the installation for this customer.  Due to the way the first crew handled the original installation, we have also agreed to reimburse the customer for the expense of having a professional painter touch up the areas around the windows that were damaged by the first crew.  The customer has indicated to us that this is an acceptable resolution.

  Customer response

  07/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is semi-satisfactory to me, and request the file not be closed until completion of the painting and reimbursement of the cost to the painter and we all can agree that the project is complete.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My original contract for new windows in my house was on 11-28-2022 and as of this date they are still not finished. They originally told me 18-20 weeks and it has now been 59 weeks. They were last here 9 weeks ago and tried to install my living room windows, which did not fit properly and I was told they would have to order new windows which would take 6-8 weeks. Their workmanship is poor as their ability to communicate. They hardly ever answer the phone, you have to leave a message and hope they will call you back. They usually don’t. So I am left with a very ugly, unfinished set of living room windows. I would never recommend them and would give them a very negative review. I have called their corporate office and got the same results. I don’t know if you can help me but at least you can note that they are very un reputable.

  

  Business response

  06/23/2023

  We sincerely apologize for the delayed communication regarding the resolution for the issue with the living room windows.  We have been waiting for information from the manufacturer, as the issue is a manufacturing error.  However, we definitely should have done a better job of keeping the customer informed.  The manufacturer is sending a representative to the customer's home on June 26th to assess the issue and make a plan for correcting it.  We will continue to work with the customer and the manufacturer to resolve this as soon as possible.  For the record, the customer claimed it had been 59 weeks since his contract was signed.  Actually, at the time the customer filed this complaint, it had been 29 weeks.

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed sales agreement on 9/21/21. Installers have been to our home on nine different occasions due to installs, broken product, or product that was improperly ordered. Two sliding glass patio doors are warped and do not seal when shut. Our living room window was installed with a broken frame. Three other windows do not seal when shut. Indoor caulking and what looks like epoxy was used around my daughter's windows and it is now moldy because the calking was not meant for exterior use. Installers have damaged drywall and flooring. We are running dehumidifiers 24/7 when the humidity is high and suffering from allergies and asthma. This has been ongoing 18 months for a 1500 square foot home. I have taken off work on two instances where no one showed up to install and now repair. The have fully charged me for the install and product and have yet to complete the work.

  

  Business response

  03/23/2023

  This project has had many issues and we apologize for the what has transpired so far.  We have an appointment today to correct the caulking issues.  We have several replacement items ordered that once received, we enable us to correct the remaining issues.  The replacement items have an estimated arrival date of 5/8/23.  Once the items are received, we will contact the customer to schedule the final corrections.

  Customer response

  03/28/2023

  
  Complaint: ********
  
  I am rejecting this response because the business fails to acknowledge, due to poor installation and transport of product, customer expense of running a dehumidifier 24x7 because of windows and doors that do not seal. We have two family members with severe asthma and allergies; high humidity in the home causes mold and worsens the effects of pollen and allergies. We also reported damaged flooring back when the arch/eyebrow window was installed. Joe has pictures of this and we've yet to receive a solution from the business. Sending a window contractor to do the work of flooring repair is not the answer. We've also used a week of PTO at work due to multiple installation visits and repairs.
  
  Sincerely,
  
  ***** *****

  

  Business response

  03/28/2023

  The customer requested a $500 check to cover the cost of the minor flooring damage that occurred during install.  We told the customer that without a quote from a flooring company, we were not going to agree to the requested amount.  The customer told us in January they would get a quote.  We are still waiting for the quote to be provided. 
  
  The customer claims the issues we are in the process of resolving are, “due to poor installation and transport of product.”  This is incorrect.  The issues we are dealing with and the products being remade are all due to problems with manufacturing.  Manufacturing problems are out of our control and we do not provide monetary compensation for time needed to fix these issues. 
  
  Specifically addressing the dehumidifier, since the customer does not mention a cost to purchase a dehumidifier, only operate it, obviously using a dehumidifier was something the customer was already doing for the family members’ raspatory issues.  For the customer to claim issues with the install has caused $900 to $1500 in additional monthly expense due to the dehumidifier use is unrealistic.
  
  We will resolve all issues with the installed products as quickly as possible.  We will contact the customer as soon as we have received the replacement items needed from the manufacturer.

*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. ↩