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:04/14/2025

  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.

  We purchased 12 windows and a sliding glass door from Window Works in 2019. The windows came with a five year warranty which is still valid until July 2025. From the initial installation, there was issues with the front windows not closing all the way and with drafts. The company came out several times to fix the windows but the problems still exist. The last time they came out on 4/12/25, they informed us the windows would need to be replaced. They also told us that the company was sold in 2021/2022 and that the new company would not honor the existing warranty. The company stated we would need to pay them $1400 to replace the windows. We were never told of the sale or that the warranty was void. Given that this was an existing and ongoing issue, we feel the current company needs to honor the existing warranty and that we should not have to pay to have the windows replaced.

  

  Business Response

  Date: 04/23/2025

  This has been ordered, and product has an ETA for 6/6/25 in our warehouse.  Once we receive the product, we will reach out to the customer to schedule the service

  Customer Answer

  Date: 04/23/2025

   
  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:03/06/2025

  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.

  In 2022 we had windows replaced in our house. The year after installation, the bay window was having issues with condensation. A representative came and notified that the windows were not receiving enough heat and to open them on cold days. We had happily obliged and did not have any issues until this year. We had a cold spell where the temperatures were in the negative digits for approximately a week, so we kept our shutters open for the time where temperatures were well below zero. The windows started to leak, and the leaks became worse as the week progressed. A technician was dispatched on January 29th who said that the windows need to be adjusted and that he could not do a leak test due to the cold. Then on February 27th, two technicians came back to remove the windows and reseat them. After the visit my wife called and talked to Jasmine to ask about what will be done to fix the staining in the wood caused by the leaking as well as the blinds that were stained and damaged by the leaks. We were told repeatedly by several representatives of the company (Jasmine and ********) that the damage was caused by the shutters. On every contact, we have told them that this is not possible since the shutters remain open 24/7. Rather than hearing my concerns, they decided to repeat the same false narrative that it was the shutters, despite telling them that we were not doing what we were accused of doing. What we want is simple. Repaint and repair the damaged wood and reimburse us for the damaged shutters. The shutters are powered, so they have not functioned correctly since the window started to leak. The rationale for why the company claims why this is happening in invalid. If it were the shutters, you would think this would have happened in past years. The leaking is a new issue that started just this year. The shutters have been on the windows since installation, and the windows did not leak like this in previous years. Thank you for your attention to this matter.

  

  Business Response

  Date: 03/11/2025

  We conducted a service inspection on 2/27/2025 and found that the unit is working as intended. During the inspection our service technician regulated and adjusted two casement sashes. The technician explained all interior damage is caused by humidity and condensation. Informed homeowner to leave shutters open and paint. 

  On 3/6/2025 our local management team spoke with the customer explained as did our senior service technician that the shutters are collecting moisture from the air, especially if they are not regularly opened or cleaned, heavy wooden shutters can contribute to condensation on windows because they block airflow, trapping moisture near the windowpane, which then condenses on the cooler glass surface when the temperature difference between the indoor air and the window essentially the shutters are preventing proper ventilation.

   

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23030545
  
  I am rejecting this response because:

  The response by Window Works is puzzling.  As I have noted in my complaint and told the company multiple times,condensation is not the issue.  The shutters are also not the issue as they are left open at all times when the weather is cold, therefore receiving proper ventilation. What is not acceptable is that the windows would leak and cause this much damage.  If you had read my complaint, you would have been able to see this.  Assuming by your response that you probably did not, I will state my case again.  The leaks started this year.  It was not an issue in previous years and is more than condensation.  I can deal with condensation, but puddles of water coming from the windows and damaging my woodwork and shutters, I cannot.  If the shutters were the issue, one would think this leaking would happen every year, but it has not.  Please take responsibility for your product that damaged my property.  Its obvious that taking this all into your account the shutters are not to blame.  Attached are pictures of the damage that all happened this year.  Thank you for your consideration. 

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

  

  Business Response

  Date: 03/21/2025

  Our Customer Relationship Manager spoke with the customer on 3/20/2025 and advised that the information provided is being reviewed. Once the review is complete, the manager will follow up with the customer and advise of the next steps in the process.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23030545
  
  I am rejecting this response because:

  When a decision is made, please kindly use the appropriate channels and communicate through the BBB only   I am rejecting this resolution as a decision has not yet been made.   

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

• Initial Complaint

  Date:01/21/2025

  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.

  Original window and patio instal 08/07/2024. Techs have been out 3 times since to fix our door and windows. This last time they were here at least 5 hours and weve already had 3 window frames replaced. All of our windows still allow huge drafts, terrible condensation issues and very unhappy customers. We have ice forming on our wood trim and all over the door. Three windows that were already replaced were done so because they would not lock shut causing both huge security concerns as well as energy loss and loss of tropical fish. This company has not offered anything, not even an apology (way to late now) other than to again say we will send someone out. We have photos of our interior trim that is frosted/ frozen over, and the trim is all wet to touch so now we will have to worry about mold and mildew forming. To be told condensation is normal or that a drafty window and door is a normal amount is not comforting when you spend this much on replacements. This is clearly a bad installation process that Window Works continues to put a bandaid on. We have seen condensation on windows prior to the winter months as well as the drafts. We have both a neighbor and family member who have gotten window and door replacements who are not having any issues and their inside humidity is more then ours. Ours is sitting between 30-35% which is half of the indoor temperature and the suggest level. The **** even states our home should range in heat from ***** degrees with relative humidity between ***** %

  

  Business Response

  Date: 01/24/2025

  Service is scheduled for 1/28/2025 with arrival by 10am.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22839124
  
  I am rejecting this response because: Im sorry but didnt see the last message and the issues are not fixed. The door was not touched. The manufacturer *** of the window company even said and I quote are these even our windows
  
  We are far from satisfied nor have we gotten any resolution or response to what is going to be done following the visit. Crickets!
  
  Sincerely,
  
  ********* ****

  

  Business Response

  Date: 02/12/2025

  An inspection was completed on 1/21/25 by the manufacturer and found the windows to be properly installed. The product is working, and the installation is correct. Customer has confirmed that they are forcing card stock between the interior and exterior of the weather stripping. This continued force could ultimately cause stress to the weather stripping. Per the initial installation, the weather stripping is spaced properly to allow the windows to glide smoothly.
  
  When we spoke to the customer, they spoke of a gap between the upper and lower locks on one upstairs window, which is a new a development by the inspector on 1/21/25. This gap could only be caused by stress from either pushing or pulling on the locks as they do not seem to be aligning. It was our recommendation for the customer to unlock the ******************** and apply some force in the middle to realign the interlocks. If the customer is unable to realign the locks, we have offered to come back out for a service.

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22839124
  
  I am rejecting this response because: we are not forcibly doing anything nor have I ever told Window Works that we forcibly put things through the window just to make a point. In fact, the only reason why I even tried to put something through the window is because of the draft that was coming through when the temperatures were in the teens, it was unbearably cold in this house and I decided to give it a try just to see what would happen, and I was shocked to see how easily a piece of carb stock could fit into the window and out to the outside, which only means that air can come back in the exact same way with terrible drafts. As far as being 40+ years old and being told that the window dont closing correctly is user error  is moronic! unfortunately the video that I have even though its only 19 seconds long cannot be uploaded to this response, but if there was a way that you could see the videos that I have taken I think it would help. You dont spend $25,000 on new windows so they can ice up so badly that if God forbid there was an emergency, your child would not be able to get out of the window because of the ice that is building up on the inside of the home. The humidity in our home is also less than most and at the low end of what is acceptable for humidity in the winter months.
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:01/17/2025

  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.

  I purchased windows that came with a lifetime warranty. The windows were installed without flashing and rotted out, and ruined an interior and exterior wall of my home. I called to get replacement windows and was told they were very sorry, but since the merger they are not responsible for any warranty work. They said I could contact the former owner, via **** mail and maybe he would cover the claim.2016 Installation. $2100.00

  

  Business Response

  Date: 01/20/2025

  On 1/17/2025 our Installation Manager spoke with the customer and advised the following: 

  The wood around windows can deteriorate over time, typically after 10 years, due to prolonged moisture exposure. This can result from poor maintenance or adverse weather conditions.

  Our warranty specifically covers defects in manufacturing or materials as outlined. However,it does not cover damage resulting from the following:
  Weather-related events, such as floods, fires, or other Acts of God
  Riots, vandalism, pollutants, or building settlement issues
  Structural failures of foundations, roofs, or walls
  Excessive temperature stress on the window surface
  Improper care or maintenance
  Any events or conditions beyond the control of Window Works
  This project was installed on 2/6/2016.

  Our measure sheet indicates that we removed and replaced rotted wood. 

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22825990
  
  I am rejecting this response because: Hi - They did not resolve my problem and what they told me was that they purchased the company and warranty work was not included in the purchase.  They've done NOTHING to resolve this issue.  It's your call if you want to close the case.  If you do, you'll be doing the exact same thing they've done to resolve my issue, nothing.
  
  Good day.
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 02/06/2025

  We have reviewed the concerns raised in the complaint regarding warranty coverage for the windows installed in 2016.

  The contract associated with this installation predates our acquisition of the company. As a result,the warranty coverage and any associated responsibilities remain with the original company owner.

  
  The customer has been provided with the necessary contact information for the former owner, who may be able to address their request.Additionally, the work requested would not have been covered under the terms of the original warranty.

  The customer has since purchased and installed new windows.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22825990
  
  I am rejecting this response because: They have not provided a solution to my problem.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:10/16/2024

  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.

  ******** warranty is not being honored, have horrible defective windows and the company will not come out to repair the issues.

  

  Business Response

  Date: 10/24/2024

  An inspection was completed on 10/9/2024 and a water test was conducted on four windows as well as an assessment on the patio door. We did provide a a quote and service plan that would address their concerns, but the consumer declined to move forward with the resolution. 

• Initial Complaint

  Date:09/18/2024

  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.

  January 29, 2024 Window Works was contacted in regard to a warranty issue from windows that have been installed through ******* Windows. I received many text messages from Window Works with updates on getting a date scheduled for repair. September 18, 2024 still no work has been done. Window Works reason is due to the 5-hour distance from their location to my location, a date cannot be scheduled. Why did Window Works take over ******* Windows if you are unable to service this area? Why can't the repair be done within a reasonable amount of time? Why can't they call another window company within my area to help them with ******* Windows warranties? Overall bad feeling about having to work with Window Works if I major issue occurs needing immediate action. I hope their service area isn't dealing with these concerns.

  

  Business Response

  Date: 10/01/2024

  Window Works has reached out to the consumer to schedule service. A voicemail was left on 10/1/2024. We are attempting to schedule service for 10/21,10/22 or 10/23 when we will have a service technician in the area. We ask that the consumer call us back at their earliest convenience to schedule an appointment.  

  Customer Answer

  Date: 10/06/2024

   
  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.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:08/13/2024

  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.

  I had 10 windows installed in my house April 22, 2011, by ******* Bros. Cost $11,500.00I was told I have a lifetime warranty as long as I live in my house. ******* Bros. sold out to someone else and now they will not fix or replace my windows. Warranty papers are included. They told me they will not fix or replace any window installed before 2021.

  

  Business Response

  Date: 08/16/2024

  The consumer's contract is through ******* Brothers.When we purchased ******* Brothers we did not assume warranties. The date of acquisition was 6/1/2021. There was an aggregate limit for service and warranty work for pre-acquisition customers and this amount has been met.

• Initial Complaint

  Date:08/05/2024

  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.

  Nonstop harassment phone calls from over 10 different phone numbers

  

  Business Response

  Date: 08/05/2024

  Customer has been added to the Do Not Call List. 

• Initial Complaint

  Date:06/11/2024

  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.

  June 8th I had windows installed from this company and ever since then they have been out almost every single month to repair my issues and they break or damage something else in the process of fixing the issue. I have had several talks with them and they will not discount nor refund me because they stand by their warranty regardless whether it means they come out a 1000 times. I cant call off work every month to have these people come out and fix something they most likely caused. Also, they hired an outside contractor to install my windows when they told me it was going to be one of their contractors in house. Whether I was lied too by the salesman or the company is beyond me. The techs that came out to my house as well get an attitude when you inspect their work and storm off the job not completing their work.

  

  Business Response

  Date: 06/20/2024

  Inspection is scheduled for 6/21/24 with arrival between 8 am and 10 am. 

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21834743
  
  I am rejecting this response because: you guys are consistently having to come fix something that was messed up by the original install crew or the repair team that came out and messed something up while trying to fix another issue. I dont have time to be constantly calling off work to allow your guys in my house to fix the windows, if I wouldve known this company came with a new person added to your household I wouldnt have selected you guys. Now Im cautious with every single salesman because of your sketchy salesman that pitched that this was the best thing ever. Absolute pathetic of a manager that likes to argue on the phone and doesnt like to take No as an answer. What a joke of a company. 

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

  

  Business Response

  Date: 06/25/2024

  We have the signed service ticket that shows that the service was completed to customer's satisfaction on 6/21/2024. 

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21834743
  
  I am rejecting this response because:

  That service request doesnt mean anything it just means you guy came out and did what was asked. Therefore you have completed my request of a discounted price due to all the hassles and whatnot. I am trying to work with you guys but you guys are not giving anything at all. Customer satisfaction is not there at all! Ever since Ive gotten windows Ive gotten a new person pretty much permanently in my house fixing more and more issues that are either self inflicted or damaged during repairs. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/09/2024

  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.

  In September 2017 we had a fiberglass door installed following installation of windows from WindowWorks. At time of purchase we were advised of lifetime warranty on all WindowWorks products. The lifetime warranty has been misrepresented and although I have requested to speak directly with a manager to address my concerns, I have been denied this request.My 2 concerns involve a faulty, defective window that was installed and a door that was improperly installed and is now demonstrating the ill effects of that improper install. Instead of standing behind their products and installation I have been advised that they can send a service worker out at a cost to myself to assess and determine how much additional money it will cost **** am greatly disappointed to learn this is how WindowWorks stands behind their 'worry free guarantee'. I hope that someone in leadership can speak with me to address these issues and work to make things right.

  Customer Answer

  Date: 06/11/2024

  Warranty as requested.

  

  Business Response

  Date: 06/13/2024

  Window Works installed per contract in 2017. We are willing and able to service/inspect per warranties; however, it has been more than 5 years.  The labor was under a 5-year warranty; therefore, as we explained to the customer to inspect and service the product purchased, we have a labor fee for that service.