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:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was 4-5 months before they came out to install when they figured they measured wrong on one of the doors now we wait again

  

  Business Response

  Date: 04/16/2025

  We have ordered a new storm door.  The estimated arrival date of the new door is May 23rd.  Once the new door arrives, we will contact the customer to schedule the install.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For right now with this company need my window fixed the window will not stay up needs balancer the part came in April 21 after waiting for a month for parts from ** when I knew the part's were in I called window world asked them when would they be coming out to fix my window they said part's were not in they lied CW told me the part's were in so now I still don't know when they will be out. I guess the biggest complaint would be communication no one knows what the another is doing there service techs will even tell you that I wish I never called them in the first place trouble from day one 2018

  

  Business Response

  Date: 04/16/2025

  We have a service call scheduled with the customer for April 21st to fix the ********************.

• Initial Complaint

  Date:03/31/2025

  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.

  Absolutely Horrible Experience Avoid Window World of Polk County!If I could give zero stars, I would. We ordered windows from Window World of Polk County on October 1, 2024, expecting a one-day install on February 17, 2025. Not only did they fail to complete the job as promised, but they failed the City of Lakeland inspection because the windows and doors were not installed properly when the inspector arrived. Instead of fixing the issues immediately, they left our home in a half-finished state, and we are now approaching 60 days since that disastrous installation ********** make matters worse, one of the doors was measured incorrectly, meaning it had to be redone completelyfurther delaying the process. Now, we have to wait for the city to reinspect everything before the installers can come back to finish the interior trim.Every time the city or Window World needs to come out, we have to move blinds and furniture, a physically demanding task that my elderly mother (nearly 80 years old) cannot do on her own. That means another missed day of work for me every time they show up. I make $152.39 per hour, and each delay results in additional financial losses. Furthermore, our contract states that if Window World must move our blinds, curtains, or furniture, they will charge us a feean additional burden on top of the already unacceptable delays. So instead of missing the original two days of work, for the entire project to be done, I have missed today, for the NO SHOW, now I must miss April 3, (in hopes they show up for the rescheduled date), then miss April 4 for the City inspection, then miss April 8 for the installers to finish the trim work. That is an extra $3,657.36 of loss pay due to Window Worlds mistakes.Despite the project being far from complete, Window World had no issue cashing our deposit and charging 90% of the total cost to our credit card. So now, were paying for a job that is still unfinished and nearly two months past due.

  

  Business Response

  Date: 04/08/2025

  There was an error made when measuring one of the entry doors and there was a service call that had to be rescheduled, due to earlier appointments running longer than anticipated.  Mistakes do happen and we apologize for the inconvenience that occurred.  The job was completed on April 4th and the building inspector approved the final inspection on April 7th.

  Customer Answer

  Date: 04/08/2025

   
  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.
  

  However they offered ZERO Compensation nor discounts for my missed work days, when Ive been required to be here due to their ERRORS.

  I will not do repeat business, nor do I suggest anyone do business with them.

  Our order date was October 1, 2024 (before the hurricane) and FINAL Completion Date was April 7, 2025.  OVER 6-MONTHS & LOTS OF HEADACHES & MANY MISSED DAYS OF MY WORK DUE TO THEIR ERRORS!   

  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:02/17/2025

  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.

  ** installed a triple sliding door with two screens and a window on January 9, 2024. I have two issues ** has failed to resolve. First is the handle. It keeps falling off the door because the screws won't hold the handle in place under normal operating conditions. My second issue is one of the screens doors was manufactured with the handle and weather stripping on the wrong side of the screen making it very difficult to open. They have sent crews out to resolve the problem by flipping the screen door but four different people sent to fix this, told them it couldn't be done. I was told by ***** ********, that he would have to order another screen door. This has been repeating for over a year now. ** has been paid in full for this job. Polk County Building Permit # BR-2023-*****, I am still waiting for this job to be complete so I can get it inspected. The purchase date is 11/6/2023. invoice #***-13321. Mr. ******** refused to come look at the issues onsite because he was "too busy", and then repeated this nonsolution about five more times. They still refuse to order me the corrected screen door and I've been living without a handle on my door for about three months now. Please please help me resolve this matter.

  

  Business Response

  Date: 02/28/2025

  We sincerely apologize for the delays in resolving the issues with your door.  We are waiting on one additional part needed to complete the corrections.  The estimated arrival for that part is in two weeks.  Upon receipt, we will contact you to schedule an appointment to get everything corrected.

  Customer Answer

  Date: 03/12/2025

  I would like to know if Window World is going to order the proper screen I contracted with them, in addition to a new door handle with screws. We are going on fourteen month of lying to me about solutions Window World has yet to act on. Did Window World order the new screen door? If so I want to see that in writing. I've been waiting over eleven months for the door handle even though they sent over six people to my house over these fourteen months to resolve both these problems. I'm an elderly, disabled man and Window World's disregard to timely fix their mistake is tantamount to harassment and intimidation. I will only accept written solutions from this company since they just keep ignoring this situation.and lying to me about what they are actually going to do. 

  Customer Answer

  Date: 03/12/2025

  Date Sent: 3/12/2025 10:48:55 AM
  I would like to know if Window World is going to order the proper screen I contracted with them, in addition to a new door handle with screws. We are going on fourteen month of lying to me about solutions Window World has yet to act on. Did Window World order the new screen door? If so I want to see that in writing. I've been waiting over eleven months for the door handle even though they sent over six people to my house over these fourteen months to resolve both these problems. I'm an elderly, disabled man and Window World's disregard to timely fix their mistake is tantamount to harassment and intimidation. I will only accept written solutions from this company since they just keep ignoring this situation.and lying to me about what they are actually going to do. 

  

  Business Response

  Date: 03/12/2025

  We have ordered a new handle for the sliding glass door.  The estimated arrival date is 3/26.  The existing screens are reversible.  As soon as the new handle for the sliding glass door arrives, we will schedule a service call to correct the remaining issues.

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22951276
  
  I am rejecting this response because:

  I have been waiting over 14 months for Window World to resolve this issue by ordering the new screen door that Window World neglected to order. ***** ******** sent several crews to "flip the door" who told me it can not be done. Mr. ******** told me if the door can't be flipped, Window World would have to order another, which is why I've been patient expecting Window World to make good on my contract with them. Window World ordered the wrong screen door that is paid in full. I will only accept a NEW SCREEN DOOR. I have compromised enough working with this company that has kept me waiting for over a fourteen months. I will not settle for Window Worlds ordering mistake. Since Window World is refusing to reorder the correct screen door along with the door handle and screws that I've been expecting, then we have reached an impasse. 

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

  

  Business Response

  Date: 03/31/2025

  We have ordered a new screen.  The estimated arrival date is May 6th.  As soon as we receive the new screen, we will contact the customer to schedule an appointment to install the screen, the new exterior plate for the right side panel outside looking in and the new handle for the left side panel outside looking in.

  Customer Answer

  Date: 04/07/2025

   
  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:01/31/2025

  Type:Product 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.

  11/26/2024 - Called Window World of Polk County to report condensation between the glass of my impact resistant slider. Told it would be referred to the ******************* The following day received a text and email stating my service request was being reviewed.12/10/2024 - Called Window World again since I had heard nothing from them,12/13/2024 - Received call and was told my window had been discontinued. A service call was scheduled for 12/17.12/17/2024 - Window World service tech came and took pictures validating my problem.01/06/2025 - I called again and was told it would be 6 to 8 weeks to receive a replacement. I then received an email stating the slider was discontinued and the manufacturer would review the pictures and reach out to me directly.01/20/2025 - Emailed customer service stating it had been over a month and I had received NO communication. Reply said she would reach out to the manufacturer department that day, but the process takes a bit of time.01/21/2025 - I replied that I understood things take time, but my initial call was 11/26/2024 and my transaction was with Window World of Polk County not the manufacturer. I have since heard nothing, So much for their ad stating they 'stand behind their windows'.

  

  Business Response

  Date: 01/31/2025

  We apologize for the frustration you have experienced.  The warranty on your windows and sliding glass doors is provided by the manufacturer.  Window World's roll is to provide the labor to service the manufacturer's warranty.  The manufacturer did discontinue the windows and the sliding glass doors that were installed in your home.  After an initial period of providing parts for the windows and doors, the manufacturer discontinued making any related parts.  Once this occurred, the manufacturer set up a claim process for home owners with these windows and doors.  Unfortunately, the claim process has been taking six to eight months for other customers with the same issue.  All information and documentation we have has been provided to the manufacturer.  If the manufacturer needs additional information, they will reach out to you directly.  If the manufacturer contacts us with any update, we will pass that information along immediately.

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22882618
  
  I am rejecting this response because: I am getting conflicting information.  The response from the manufacturer indicates that I need to provide additional information (coincidentally on the same day I filed this complaint).   I spoke to ****** at the number on the correspondence.  I was told this was a dealer complaint and information had been sent to them. The problem was being worked.  I was not asked to provide any additional information.  The replacement part information had been sent to the dealer, and I should be hearing from them in the next few days. 

  I would like to keep this complaint open until some definite plans for resolution are agreed to. I'm not sure who is handling the problem.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 02/06/2025

  The warranty claim is being handled by the manufacturer.  ********** acts as an intermediary so we can assist if needed.  We received the offer letter from the manufacturer and we are mailing it to the customer.  The offer letter needs to be signed and returned to our office.  We are including a S.A.S.E.  Once we received the signed letter, we will return it to the manufacturer.  The manufacturer will then send the payment directly to the customer.

  Customer Answer

  Date: 02/07/2025

  I received an email from ******* ****** stating I would receive a letter with two options; Since their mail goes out on Friday, I wont receive it until next week. 

  Customer Answer

  Date: 02/12/2025

  I have read the response and received the settlement offer.  I am considering my options; any action I take will have a financial impact on me. This problem was not due to any action of mine.  Also, the settlement offer states that the payment to settle can take up to 60 days.  If I don't receive it in that time period, will I have to sue?

  I need a little more time to make my decision.

  Customer Answer

  Date: 02/12/2025

   
  Better Business Bureau:

  Date Sent: 2/12/2025 8:56:31 AM
  

  I have read the response and received the settlement offer.  I am considering my options; any action I take will have a financial impact on me. This problem was not due to any action of mine.  Also, the settlement offer states that the payment to settle can take up to 60 days.  If I don't receive it in that time period, will I have to sue?

  I need a little more time to make my decision.

  
  
  

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

• Initial Complaint

  Date:11/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transaction was on April 4, 2024 The amount of money paid: $10,400 What the business committed to provide you: Window World was to install double-hung windows, their best-selling vinyl windows, that can be opened from the top or bottom sash, allowing fresh air to circulate throughout your home. Tilt-in sashes make cleaning a breeze and save you the time and frustration. What the nature of the dispute is: Window World failed to provide us with durable, high-quality windows. First, the windows failed the Polk County permit inspections for poor workmanship for installer in providing high quality workmanship to applying caulking the windows to meet the standards. Secondly, we notified Window World in August that had problems with windows leaking argon gas.Whether or not the business has tried to resolve the problem:**** at Window World ordered new replacement (2) bottom window sashes. The installer tried installing the new sashes and now the windows are inoperable. Meaning you cannot freely open the windows for extreme binding. On 11/26th the new warranty installers replace the windows with new bottom sashes and the windows are worst. You cannot freely open the top or bottom sash. Furthermore, Window World uses different window manufactures, and the installers did not have parts for my ************************ addition, the installers also had to replace a window that was above the entry door because the initial installer installed a defective window in April. Once the work was completed, I noticed that the installer drip caulking on my new pavers and left. This is unacceptable.A call was made to ***** and **** with Window World to rectify this problem and I have heard nothing from them.Desired settlement:1.Remeasure and replace both top and bottom sashes so that the windows are functionable.2.Full refund

  

  Business Response

  Date: 12/11/2024

  We sincerely apologize for the issues you have experienced.  After our sales manager ***** met with you on Monday, he reached out to the manufacturer to arrange their service team to schedule a site visit with you.  You will be hearing from the manufacturer soon.

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22611598
  
  I am rejecting this response because: the issue has not been resolved.

  The manufacturer contacted me to arrange for their service team to schedule a site visit to conduct an inspection of these windows to determine what is needed to address this issue.

  Therefore, I have two windows that are extremely hard to open or close.
  
  Sincerely,
  
  **** **********

  

  Business Response

  Date: 12/16/2024

  Our manufacturer is working directly with the customer to resolve the issue with the two windows.  Once the problem has been diagnosed and a remedy determined, it will be completed.  If the manufacturer requires our company to complete any work in order for the windows to be corrected, we will do so.

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22611598
  
  I am rejecting this response because the is not resolved.     

  Currently I am still waiting for windows to be reinstalled to make operable

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

  

  Business Response

  Date: 01/02/2025

  Our manufacturer is working directly with the customer to resolve the issue with the two windows.  If the manufacturer requires our company to complete any work in order for the windows to be corrected, we will do so.

  Customer Answer

  Date: 01/06/2025

   
  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.

  ********* with ******** Windows came out to my home and solved all of the windows issues.

  Thanks for your assistance in resolving this matter.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. On 1/31/2024 we agreed to purchase windows and a back door from Window World. The total price $9,260.00 of which we paid half, $4.380.00. We were told it would take approximately 4-5 months until installation.2. During the 4-5 months, men came to remeasure 3 times without explanation, which we found odd but did not question. The 5 month **** was quickly approaching and we made several calls to ** to talk to ****, and our sales rep **** to get an update..Our calls were ignored.3. The windows were finally installed the third week in July. The door was not installed, because it did not fit. The installer said they sent the wrong door and he would back with the right door. The next day he came back and said that ** did not make the size door we needed. He tried to ***** rig the original door to fit. However, it still had openings all around the door (you could see light from outside) and they did not have the part to seal the bottom of the door. The manager , *****, reached out to us and came to see what the problem was. He said two windows needed adjustment (new to us) and sent a technician out to make the door adjustment...it did not work. T Finally, they sent their #1 installer and he closed the gaps.; with filler and by raising the door threshold, causing a tripping hazard. AND we can still see light under the door. I spoke to ***** about being compensated for the inconvenience, and inferior installation and product quality. We did not get what we paid for. He called and said compensation would be discussed after the job was complete. We have called **** and *****. Our calls are being ignored. WW world has been paid in ******* general ** communication and product quality has taken a deep dive. We go back to 2002/03 when we first hired window world. We promoted the company to our neighbors and friends. Now, (our third house) we are not able to do that when people ask.We would like communication from WW as well as a resolution.

  

  Business Response

  Date: 11/22/2024

  We sincerely apologize for the issues that have occurred with your project.  We will be reaching our today to schedule a service call to take care of the door threshold, the light you can see under the door and any other items you would like us to address.

  Customer Answer

  Date: 12/02/2024

  I never received the notices from you until today you closed the complaint. I dont understand we are not and have not settled with them at all yet. And in fact, they have not fixed the door. They called to send someone out to look at it, but nothing has been done. Please dont close. Ill wait to hear from you. So I know what to do next.

  Customer Answer

  Date: 12/03/2024

  Date Sent: 12/2/2024 4:03:08 PM
  I never received the notices from you until today you closed the complaint. I dont understand we are not and have not settled with them at all yet. And in fact, they have not fixed the door. They called to send someone out to look at it, but nothing has been done. Please dont close. Ill wait to hear from you. So I know what to do next.

  

  Business Response

  Date: 12/05/2024

  On December 4th we performed a service call for the customer.  During the service call, our tech corrected the issues with the door.  The customer signed the service call form, indicating they were satisfied with the completion of the job.

   

  On December 5th, our sales manager reached out to the customer to discuss the job.  During the conversation, our sales manager communicated to the customer our offer of compensation for the issues that occurred during the job.  Upon hearing the offer, the customer and their spouse became verbally abusive, raising their voices and referring to the owner of our company using foul language.  Our sales manager stated that was rude behavior.  At this point, the customer and their spouse continued their verbal abuse, directing insults at our sales manager.  Our sales manager calmly told the customer and their spouse that he hoped they had a nice day and then our sales manager ended the call.

   

  Our position on this is the job is complete and we have made a reasonable offer to settle the issue.  Our offer stands, should the customer decide to change their mind and accept.

  Customer Answer

  Date: 12/09/2024

  I did not receive your initial messages. I did send a message, however, and I think December 2 explaining that I had not received your initial messages and I wanted the case just remain open. So far we have not had a resolution the amount that window world offered us was under $300 which is just a joke and is confirmation of how little they care for their customers. So I consider the case still open and Id like to know how to move on move forward, thank you for your help.

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NATURE OF COMPLAINT:Defective product installation and failure to honor product guarantees for hurricane-rated windows TRANSACTION DATE:2023 DETAILED DESCRIPTION:Following ********************* I contracted this company to install three hurricane-rated, impact-resistant windows on the north side of my home. The following issues occurred:Initial Installation Problems:The installation failed city inspection A second ******** had to return to remedy installation issues One window was noticeably smaller than the space, though I was assured it met standards Product Failure:During Hurricane ******, significant water intrusion occurred The improperly sized window allowed substantial water penetration Additional water intrusion was detected at another installed window Resulting Damages:Required emergency water removal Needed dehumidifiers and fans for moisture control Had to remove and replace affected drywall Potential for mold development due to moisture ************************************** by phone to report issues Followed up with written communication Requested replacement of defective window Company has failed to adequately address these concerns DESIRED RESOLUTION:I am seeking:Complete replacement of the defective window with properly sized, hurricane-rated product Professional installation meeting all city codes and standards Compensation for repair costs related to water damage ***************** of product warranty coverage PREVIOUS ATTEMPTS TO RESOLVE:Raised concerns about window size during installation ***************** immediately following water intrusion Made phone call to discuss issues Sent formal written request for resolution Company has failed to adequately respond or resolve these issues

  

  Business Response

  Date: 10/26/2024

  We have emailed and left a voicemail for this customer to schedule a service call.  During the service call, our service tech will be investigate the source of the water infiltration.  If any of the three windows are found to be allowing water infiltration under normal weather conditions, we will take whatever measures are needed to rectify the situation.  If there are issues related to the installation that are allowing water infiltration, we will rectify those issues.  If the water infiltration is found to be due to an issue unrelated to the windows or the installation of the windows, we will share those results with the customer so they can address the issues.

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought windows from Window World in June 2020 and installed August 2020. Was told about the windows withstanding hurricane winds, warranty, etc. In July, 2024, we called Window World due to a window that had a leak between panes. Completely a manufacturer defect. They ordered a new window panes for that window. Sept. 12, 2024, an gentleman from Window World came to install our panes. To our dismay, he stated he did not have the tools to install the panes and that Window World would have to contact the manufacture which is Custom Window Systems (CWS) in *****, ** to come an install the panes. Not once were we told there would be a charge for this. After a week of waiting to hear about the installation, we were told that there would be a $525.00 Charge. Absolutely NOT! there is a 30 year warranty on these windows. This is entirely a manufacture defect. We are senior citizens on a limited income. Window World told us that they could not waive the charge. Now we are stuck with a double pane glass and all the molding. Again, at no time were we informed that there was a charge to install the window from *** either when they sold us the windows or when the gentleman who came to install the pane.

  

  Business Response

  Date: 10/03/2024

  Custom Window Systems discontinued manufacturing the slider windows that were installed for this customer.  Once the manufacturing of this window was discontinued, Custom Window Systems ended the warranty coverage.  These are the reasons there is a charge associated with the replacement of this window’s insulated glass unit.  Window World does not have any authority to change Custom Window System’s policy regarding this situation.

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22363338
  
  I am rejecting this response because: It is not our fault that CWS no longer makes these windows.  When I signed up with Window World I was told that each window was under warranty.  A 30 year warranty. There was no mention of a limited warranty or the fact that if a window is no longer made then the warranty is null and void.  This problem is a manufacture defect through no fault of ours.  Either replace the whole window system or have Window World who has a contract with CWS find a solution to fix this problem other than the homeowner paying to have it repaired.  I am currently storing a double pane glass, insulation striping in my home that is useless to me.  The charge that I am disputing is too high just to come in place a double pane glass into a frame.
  
  Sincerely,
  
  Joel Oswald

  

  Business Response

  Date: 10/03/2024

  Window World's contract with our customers is to service the manufacturer's warranty.  The warranty has been discontinued by the manufacturer.  We do not have any control over the manufacturer's decision to take this course of action.  If the customer is not going to have the manufacturer replace the glass using the insulated glass unit at their property and the customer does not want to be responsible for disposal of the glass, we will pick up the glass and dispose of it for them.  If the customer would like a quote on the cost to replace the entire window, we will provide them with a quote.  The new window would have to be ordered from a different manufacturer and therefore will have some aesthetic differences.

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22363338
  
  I am rejecting this response because: We signed a contract with Window World Not Custom Window System (CWS) who is their manufacturer of the windows.  To state that the manufacturer no longer makes my sliding window therefore the warranty is void is crazy.  Every industry honors their goods with windows.  We paid over $10,000 dollars for windows to be replaced in our home.  We were told that the windows had a 30 year warranty not if the manufacturer does not make the windows anymore there would be a charge.  Window World sent a double pane glass and the stripping to go with the window.  They sent an installer out to install the panes.  It is not our responsibility nor our fault that he did not have the proper tools or equipment to install the glass.  We should not have to pay over $500.00 for the manufacturer to send an employee out to install the panes.  This is purely a manufacturer defect in the window and Window World should be responsible.  Window Worlds warranty states the following:  Insulated Glass Unit Warranty - The sealed insulated glass unit is warranted against defects resulting in material.  IF the glass unit fails, the Company will provide the Owner with a replacement of glass unit or sash at no charge.  Labor Warranty All labor necessary to correct any item covered by this warranty will be provided at no charge by the Company.  
  
  Sincerely,
  
  Joel Oswald

  Customer Answer

  Date: 10/03/2024

  I added this warranty from Window World that was included in our original package for the windows.  To say Window World is not responsible due to the manufacturer no longer makes these windows is absolutely crazy.  If that was so, why did Window World order a new double sided pane and send an employee out to install it?  It is not our fault that Window World does not have the tools or the knowledge of installing the pane we have.  This is clearly a manufacturer defect and we should not have to pay over $500 for a repair.  Please see attached.  On the other side of the Warranty it states:  This warranty is exclusively for the window(s0 and patio door(s) installed by the Company.!

  

  Business Response

  Date: 10/07/2024

  We ordered an insulated glass unit because we are responsible for servicing the warranty offered by the manufacturer.  The manufacturer has limited the warranty for this window to the insulated glass unit because they no longer manufacture the frame parts.  The replacement of the insulated glass unit requires a manufacturer service technician.  One of our technicians was initially sent out in error.
  
  The updated Window World Repair Labor Guarantee, which has been attached, addresses the questions raised.  In the Disclaimers section, it states: WWI (Window World Inc) is not the manufacturer of the Windows or Doors and the only warranties offered are those offered by the manufacturer, not WWI, franchisees, or affiliates. 
  
  The manufacturer has discontinued the warranty on the slider windows installed for this customer.  Window World has no authority with the decision the manufacturer made when they discontinued manufacturing this window.  The resolutions we can offer are the services offered by the manufacturer, or a replacement window.  If the customer wants to consider a new window, we can provide a quote for the cost.

  Customer Answer

  Date: 10/08/2024

  I am enclosing a copy of the warranty from Window World.  It clearly states labor charge is included in the warranty.  It is not our fault that the manufacture company discontinued making this slider window.  Window World needs to uphold their warranty that they sold us when we purchased the windows. We purchased our windows from Window World believing they were a reputable company with a great standing with BBB. They were honoring their warranty until the service guy came out to replace the panes.  Then it was a different story.  All of a sudden, we would have to pay the manufacturing company.  The representative of Window World I spoke to stated it was a limited warrranty.  That is NOT what I have in our paperwork.  I failed to understand why if there is a labor charge by the manufacturer, that Window World is not responsible for that charge. They contracted with this manufacture not the people who purchase windows.  If they can not waive the labor than they should replace the window free of charge.  It is their responsibility not ours.  If I have to contact authorities within the state of Florida, I will do so.  This is totally insane!  

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22363338
  
  I am rejecting this response because:   Date Sent: 10/8/2024 9:01:59 AM
  I am enclosing a copy of the warranty from Window World.  It clearly states labor charge is included in the warranty.  It is not our fault that the manufacture company discontinued making this slider window.  Window World needs to uphold their warranty that they sold us when we purchased the windows. We purchased our windows from Window World believing they were a reputable company with a great standing with BBB. They were honoring their warranty until the service guy came out to replace the panes.  Then it was a different story.  All of a sudden, we would have to pay the manufacturing company.  The representative of Window World I spoke to stated it was a limited warrranty.  That is NOT what I have in our paperwork.  I failed to understand why if there is a labor charge by the manufacturer, that Window World is not responsible for that charge. They contracted with this manufacture not the people who purchase windows.  If they can not waive the labor than they should replace the window free of charge.  It is their responsibility not ours.  If I have to contact authorities within the state of Florida, I will do so.  This is totally insane!  
  
  Sincerely,
  
  Joel Oswald

  

  Business Response

  Date: 10/14/2024

  The warranty on the window is exclusively provided by the manufacturer, not Window World.  Our obligation is to service the manufacturer warranty.  The manufacturer discontinued the window and subsequently discontinued the warranty.  We are not legally obligated to replace a window free of charge when the manufacturer warranty has been discontinued.  The options for the customer are to pay for the manufacturer to fix the window or to have the window replaced.  

  Customer Answer

  Date: 10/15/2024

  This is totally not true!  Our warranty was with Window World not CWS as I have enclosed the copy of the warranty. Please NOTE:  Labor charge section:  Window World provided the double panes and the stripping but because the service person could not repair the window all of a sudden our warranty is no good anymore. This is against everything we know regarding a business and their warranties.  It is not our fault that the manufacturer of the windows does not make these windows anymore.  This is totally wrong on the part of window world. We will file a complaint with the License Department of Florida next.  PS:  we did respond and sent this warranty with it.  I am enclosing it now for the 2nd time.

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ANOTHER EXAMPLE OF TAKING ADVANTAGE OF THE ELDERLY A FEW FACTS: ON MAY ******* WE SIGNED A CONTRACT WITH WINDOW WORLD OF POLK COUNTY FOR THE AMOUNT OF $17,565 WITH A DOWN PAYMENT OF $8785.00. WITH THE PROMISE OUR WINDOWS WOULD BE INSTALLED IN 2 DAYS: JULY31,2024 AND AUGUST 1ST 2024.ON JULY 31 THEY STARTED THE INSTALLATION OF ALL THE WINDOWS IN OUR MASTER BEDROOM. THE INSPECTOR CAME OUT AND FAILED THE *** SAYING THEY WERE THE WRONG WINDOWS. IN THE MEANTIME, THEY CAME INSIDE AND CUT THE SEAL ON ALL THE WINDOWS INSIDE.THE WRONG WINDOWS ARE SOMEWHAT TAPED WHICH IS COMING OFF, WITH A FEW SCREWS. WE ARE IN AN OPEN AREA AND THE WIND GUSTS ARE SEVERE. IN ADDITION, WE HAVE REAL BAD LIGHTNING STORMS ON OUR HOUSE. THANK GOD, ****** WASNT A SEVERE STORM WITH A DIRECT HIT. MY HUSBAND HAS DIABETES AND WE BOTH HAVE A BAD HEART.AS WINDOW WORLD REQUIRED WE TOOK DOWN ALL OF OUR VERTICALS AND HARDWARE; AND MOVED FURNITURE AWAY FROM THE WINDOWS. IT IS SCARY ENOUGH WITH VERTICALS UP DURING THE HORRIBLE LIGHTNING STORM MUCH LESS DOWN. AND THE A/C CANT KEEP UP RUNNING OUR ELECTRIC BILL THROUGH THE ROOF.HERE LIES THE PROBLEM, THEY SAID WE HAD TO WAIT AN ADDITIONAL 6-8 WEEKS WHICH PUTS US WITHOUT THE PROPER WINDOWS THROUGH THE RAINY SEASON AND THE HURRICANE SEASON.THEY NEED TO GIVE US OUR MONEY BACK, OR SPECIAL ORDER THESE WINDOWS TO BE INSTALLED IMMEDIATELY.THE COMPANY IS WINDOW WORLD OF POLK COUNTY,INC ****1257854.PLEASE HELP US.****************** AND *****************

  

  Business Response

  Date: 08/19/2024

  We sincerely apologize for the delay in this customers product due to the incorrect frame being ordered for their windows.  The new frames are scheduled to arrive September 16th.  The customer will be scheduled with top priority as soon as the new frames arrive.  The customer can go ahead and put the blinds back up so their A/C does not have to work harder to keep their house cool.  We will remove and reinstall their blinds free of charge when we install their windows.  If the customer would like, they can return their furniture t the original locations. We will take care of moving the furniture when we return.  All the customers current ********************* are weather tight and will not leak during the delay in their project.   We hope this will reassure the customer that everything is being handled.

  Customer Answer

  Date: 08/21/2024

  I think a picture speaks a thousand words. You are supposed to be a window company. You are supposed to know which windows to use. If a mistake is made you should special order the correct windows immediately.

  Would you have your  grand parents go through ***** which was a minor storm.? We are in the Hurricane and Rainy season with windows that are taped, some of the tape is coming off, and I am really not sure any screws are in the windows.

  THESE WINDOWS SHOULD HAVE BEEN PROPERLY INSTALLED WEEKS AGO!

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22158439
  
  I am rejecting this response because:     Date Sent: 8/21/2024 12:04:27 PM
  

  I think a picture speaks a thousand words. You are supposed to be a window company. You are supposed to know which windows to use. If a mistake is made you should special order the correct windows immediately.

  Would you have your  grand parents go through ***** which was a minor storm.? We are in the Hurricane and Rainy season with windows that are taped, some of the tape is coming off, and I am really not sure any screws are in the windows.

  THESE WINDOWS SHOULD HAVE BEEN PROPERLY INSTALLED WEEKS AGO!

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

  

  Business Response

  Date: 08/21/2024

  We understand the customer's frustration.  We are aware of what windows need to be ordered.  However, a mistake was made.  The correct frames were ordered immediately upon discovering the error.  They will be installed as soon as possible.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22158439
  
  I am rejecting this response because: The shabby tape is coming off. In good faith we paid you a 50% deposit. To install our windows within 6-8 weeks. This is not our fault you brought the wrong windows. You should have special ordered the windows and had them in a week.

  I Really dont think these are the same windows we ordered from your salesman  

  is all I really wanted was for you to correctly install the correct windows  

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

  

  Business Response

  Date: 08/22/2024

  The installation time frame that was agreed to is 10 to 12 weeks, not 6 to 8 weeks. This was notated on the pre-install checklist which you signed. I have attached a copy for reference. Additionally, the contract that you signed with our company calls for the installation of 14 series 4000 double hung windows and that is what we will be installing. I have attached a copy of our contract with you for reference. The new frames were ordered immediately and could not have been received any faster than they already will be. We are doing everything possible to resolve this. There is nothing more we can do to expedite the situation. Everything will be corrected as soon as possible.

  Customer Answer

  Date: 08/22/2024

  I truly hope Window World of Polk County has completed ops in their liability insurance. This is a very callous non caring Window Company. I cannot understand why they do not buy the correct windows and install them. Especially since it is their fault I dont have any windows. If we have a big storm my home and all my possessions will be gone.. All of The windows in my home have been breached as they went around the entire house cutting the seal on all of the windows. The tape is coming off on the wrong windows in the master bedroom.

  i Should have asked for a Certificate of Liability before they started the job with completed ops. I AM NOW REQUESTING A CERTIFICATE OF LIABILITY WITH COMPLETED OPS  

  I HAD NO IDEA I WOULD HAVE THE MUCH AGGRAVATION WITH WINDOW WORLD OF POLK COUNTY. BUYER BEWARE.

   

  Customer Answer

  Date: 08/22/2024

  I forgot to ask for a completion date. This company has really gotten away with If they cannot give me a completion date. I would like my money back.