Business ProfileforWindow World of Bloomington, Inc.

WW of Bloomington replaced two existing wood windows in that had rot damage 4 days ago. The installer simply cutout the old windows and put in a vinyl insert instead of full frame replacement, which is irresponsible because we clearly mentioned the wood rot to the salesman, who didn't distinguish between full frame vs insert replacement, so when someone says they will "replace the windows", a non industry person would reasonably assume that means a full brand new window and frame. The 3rd party installers did not inspect for any wood frame damage, not sure if didn't notice or don't care, they are just there to install. I still have no idea if any of the wood frame is rotten, since it is now hidden again by the new window. Part of our interior trim was also rotting (red flag for hidden frame rot), and they simply filled in the rotten gaps with caulk, which doesn't seem like a very long term way to fix. Will it leak or further rot? Who knows, but WW doesn't warranty their labor. When they removed the old windows, they oddly cut out most of the frame but left the entire edge of the old frame, and caulked that to the new existing frame, so the "frame" has two different colors now. Issues with the install aside, the replacement windows provided are hideous. There is literally 3x as much frame and sash frame compared to our original wood A******* windows. These were tall and narrow old windows, sashes are 19.5 inches wide with 17.5 In of visible glass, and just 1 inch of just the window sash showing. The new ones are 12.5 In of visible glass, 30% less. There is now 3.25 inches of ugly white frame/window sash showing. The glass is comically tiny, and it feels like looking out of ship window or an archery slot in a castle wall. It's so bad, A******* estimator took pic to post to "the other guys" part of their website. I immediately called window world to complain, no manager was available, so they said they'd call back. It's been 4 business days now, and no response.

I apologize for not getting back with you as I have been out of office. I am getting with my warehouse manager and will see what happened. We do have a showroom where you are more than able to come view the windows first hand. We generally request with your salesman. We also sold a replacement window and not a full frame install. I understand your concern and will rectify this as soon as possible. You will hear from us today.

Well another business day has come and gone, and still I have yet to have a phone call with the Window World Bloomington Manager. It's so odd, as a manager could never imagine treating a concerned customer so poorly as to not return any of their phone calls or messages requesting to speak with the manager. It has now been 9 business days since my first phone call requesting to speak to a manager, when I was told none were available. It took a BBB review and a stop check to get a warehouse employee Evan to contact me, but even after 25 minutes explaining my numerous complaints, he told me he was in not position of authority to address them, and it turns out he was unable to properly relay them to his management. Instead I get an email from the Owner Paul trying to address just a single one of my many concerns with the entire window world process, ignoring all the others, and directing me to talk to manager Amy. I guess my 25 minute call with Evan was a complete waste? I have now called 4 times and left 4 messages over 9 business days with Elisa the receptionist asking for a manager, and every time, none were available. Yesterday when I called at 3, Amy had already left for the day, and my request to have Amy call back first thing in the morning was not honored. When I called today at 11 am, I was told the manager was in a meeting. It is now after 5 pm, so I assume she must still be in the same meeting? Honestly at this point, I'm at a loss of words as to why the customer service, particularly from management, is so poor, unresponsive, and untimely. I want to assume the best, but after 9 business days of repeated attempts to contact and still no phone conversation with a manager, I'm really starting to struggle with feelings that the management and maybe even ownership of window world are indifferent or at this point intentionally avoiding talking to me. I'm running out of options to resolve this debacle. I am willing to give WIndow World management until end of Business on Tuesday May 31st to finally return my calls and directly address my complaints. Failure to do so will result in my initial review of Window world on the BBB site to be escalated into a full scale, investigation complaint. I don't want any business to lose their BBB accreditation undeservedly, but I am afraid thus far, window world and their management is sullying their own good name.