Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: October 2021 Window World installed a new roof on my home and I have had nothing but issues with it ever since. The latest hurricane that hit our area laid bare the poor workmanship of my roof resulting in several leaks.

  Business response

  01/07/2025

  Good afternoon,

  I am responding to a dispute we received today (ID#: ********). I spoke with our owner, ***** *****, and our roofing operations manager, **** ******, regarding the issue. Window World of South Georgia has been in contact with the customer numerous times since the roof was installed in 2021. The "damage" the customer is disputing was inspected by someone at our office before and after the hurricane, and no damage or leaks were found. Furthermore, hurricanes are an act of God, and customers should file an insurance claim as Acts of God are not covered under warranty. Also, our owner spoke with the customer's insurance adjustor very recently, and the adjustor stated he did not find any damage/leaks either. The adjustor also stated the leaks may be caused by something other than the roof. Please let me know if you have further questions.

  Thank you!

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

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Window world representative came to my house to give me an estimate. The quote was with wells fargo financing for around 7%, which he ran my credit for over his phone. He stated I qualified and I had to sign on his phone for the wells fargo application. I did not get a copy of this application and none was sent to me. He had me sign a window world application stating that the interest rate is 7%. He stated that it will take up to 18 weeks for the supplies to come through due to supply and shipping delays during the COVID pandemic; which led me to believe I had weeks before receiving the windows and installing them. I gave him a down payment of about $1,400 and had to wait until they contact me to let me know when they had the windows to install. I received mail from wells fargo that the interest rate is 29% and not 7%. I contacted wells fargo to ask them why they sent me the letter, which indicated I have an agreement with them for 29%. The representative stated that they work with different companies and that once they received the paperwork from window world the agreement will take place. He stated that the promotion is normally zero percent and cannot confirm the percentage that window world has for me and therefore cannot provide any documentation that the percentage is actually 7% and not 29%. I asked why did they send me the letter at all? I stated I do not have a 29% agreement with wells fargo. I asked for the correct agreement interest rate that window world gave and they stated they cannot provide it until window world provide them with documentation. It does not explain why they are stating I owe 29% without them knowing the true percentage. I contacted window world to cancel and they have not done so. I contacted the corporate office as well and spoke to someone for them to troubleshoot. I also wrote to them certified return receipt. I have not received my down payment back and windows not installed. This is bait and switch.

  Business response

  11/04/2022

  Good afternoon,
  
  Our general manager, ****** ****, contacted the customer this morning regarding her complaint. He explained to her that her ***** ***** ******* clearly states that her rate is 7.99% for 60 equal payments, but if the special terms promotion is not paid in full, she will be charged with an APR of 28.99%. This information is documented on *** ******** ***** ***** *******, and she signed the invoice with the correct terms listed. ****** reached out to our CFO office, canceled *** ******** contract per her request, and authorized a refund to the customer in the amount of $1,400.00. Attached is documentation from our office. This includes her contract, her $1,400.00 down payment, and her ***** ***** *******. Please let me know if you have any questions.
  
  Thank you!
  
   
  

  Customer response

  12/19/2022

  see attached

*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. ↩