ComplaintsforWindowWorks, Inc.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nonstop harassment phone calls from over 10 different phone numbers

  

  Business response

  08/05/2024

  Customer has been added to the Do Not Call List. 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  06/20/2024

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

  Customer response

  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

  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 response

  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

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 response

  06/11/2024

  Warranty as requested.

  

  Business response

  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.   

• Initial Complaint

  05/31/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I entered into a contract with window works on 4/29/24 to replace my bay window at my house, the consultant that came to my house called his boss and they agreed with me for a set price of $4922.00 I signed the contract that day and paid half of the amount due as a down payment. All the papers were signed that day. The measurements were complete on 5/6/24 and I signed off on that paperwork. On 5-9-24 I received a call from window works asking me if I wanted to have my unit stained, when I was able to return the call I informed them that I would like to decline the offer. On 5/15/24 I received another call telling me my windows were being made and that I would need to add on for adjustments, then the call dropped due to bad reception at work ( I work at an airport), when I was able to I returned the call only to receive a text message to call me back, didn't happen. On 5/28/24 I received my down payment back in the mail, with no explanation as to why. I called them and requested a call back which I received on 5/29/24 from a very rude employee/ supervisor stating that I hung up on him and that I would need to pay another $1000 to have the work done. I declined the service and let him know that the way I was talked to was not professional and no longer wanted to do business. The contract does state that it can be terminated for incorrect pricing?? , but also states that I should have received the explanation in writing which I did not. This is not how you conduct business and I feel disrespected and treated very unfairly to obtain more money from me. Needless to say I will be taking my business and money else where. I am making this complaint because it has really bothered me the way I was treated and talked too. If I wouldn't have called them after receiving my deposit back and no explanation, then I would have been waiting expecting the arrival of my windows. This was my first time buying windows as a new homeowner and this experience was not a good one.

  

  Business response

  06/03/2024

  Thank you for bringing this to our attention.  The contract has been cancelled. 

  Customer response

  06/10/2024

   
  Complaint: 21787596
  
  I am rejecting this response because:
  This is an unacceptable response and I am assuming that this is how this business deals with customers that don't want to pay extra for upcharges to their original contract. I will not have anymore contact with Window works or any company associated with them. My ****** as a homeowner has been learned.
  Sincerely,
  
  ***************************

  

  Business response

  06/11/2024

  This matter is resolved 

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Entire household of windows replaced Summer of 2021 with lifetime warranty on the bulk of the transaction. Smaller items had warranty for 5 years (for example). I've had 3 warranty conversations since the summer of 2022 that went well attended to/solved. March of '24, warranty service call inquired and I'm advised that as of December 2021, the company changed hands and the past warranties were not purchased essentially voiding all current warranties. My lifetime warranty is essentially reduced to 3 years and zero notification was sent. I was provided a mailing address only to an individual who apparently was the previous owner as a means of dealing with warranty requests.

  

  Business response

  03/28/2024

  We are not the current holder of customers warranty. We provided the customer with the contact information for the entity/person legally responsible for performing the warranty work.   As a one-time courtesy to the customer, we offered to perform this warranty work while waiving our standard fee charged--even though this warranty work is not our responsibility. Yet, the customer refused our offer.
  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased windows, doors and a roof from window works and there was a warranty on the work and materials. Now that there has been a few issues with a comprised back patio door and leaks from the roof they have been bought out and the warranty was not purchased during the buyout because the work was done by a subsidiary company and not window works. We hired window works not the sub contractors.

  

  Business response

  02/02/2024

  The purchase agreement between **** Home and Window Works did not include this specific contract or its warranties. This installation was completed on 1/3/2021, **** Home acquired Window Works on 12/8/2021 therefore the burden of this service is not under the ********* of **** Home. 

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/7/2023 I hired Window Works to install a new Bay Window and a regular window over my sink in my kitchen. On 11/8/2023 the installers arrived to install the windows, that's when everything went wrong, I ordered a ********************* finish instead I got a combination of a Oakwood and ********************* Finish which looks awful. the size of the window frame was all wrong. They didn't complete install of the window trim. I've got screws showing on the Bay Window and an actual s**** that's broken off showing on the smaller window. The seams of the frame didn't lineup on either window which caused the installers to use excessive amounts of caulking which makes the appearance of the windows look as though they were installed by amateur's and for whatever reason when something needed to be corrected the installers just resorted to using caulking as a fix all. thereby leaving lots of caulking to be visible . I have spoken with numerous people at Window Works promising these problems would be corrected, **** the sales person came out to look at and take pictures of the windows and while he was out he tried to show me how to open the Bay window using the hand crank which broke while he was demonstrating how to use it and I've also had **** the Install Project Manager out to inspect the problem at which time he stated that he would advocate to get the small window completely replaced as it was completely wrong. He also stated he would advocate to get the Bay Window replaced as well because of the poor workmanship. As of today's date 12-18-23 nothing has been done. Thanksgiving has past and Christmas is next week, this is the time of year when you have family gatherings and you would like for your home to look its best, however, I have newspapers and sheets covering my kitchen windows and have incurred a bill totaling $10,880. Please Help, I just want Window Works to live up to their end of the agreement and complete the work as agreed as I feel I have been very patient.

  

  Business response

  01/19/2024

  WindowWorks is reviewing entire job and services and will reach out to the customer by Monday. 

  

  Business response

  01/22/2024

  The outstanding material is due to our warehouse on 1/31.  Once the material has been received, we will contact the customer to schedule service to resolve all issues. We apologize for the delay.

   

  Thank you,

   

  *******

• Initial Complaint

  02/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  10/2020 requested 5 windows double hung **** average window. Quoted **** total which was including 60 percent off labor. Labor per window usually runs 300 per window. So a savings of 540. It was price gouging so I declined. So a promotion comes in 2o21 buy one get one window half off. They send out a pesron to do quote and attempts to charge 11K for the same 5 windows. I ask if windows are buy one get one free price should have been **** plus the adding back of labor discount I wouldn't recieve so price should be **** for all 5 windows but again they attempted to price ***** and not honor the add which I'd false advertising. 2023 WW offers buy one window get next window for 1 cent. So ask for consultation get a quote for 13K. I said how could buy one get one for a cent equal 13k. That would make each window 4K. I then proceeded to show the salemans the quote I had in writing that showed 5 windows for ****. He stated that the add doesn't work like that and I said you are false advertising because the ad clearly states buy one window get one for a *****. So they are trying to ***** me and are false advertising. My home has their windows installed and these are the last 5 of the project and they are trying to overcharge and not honor their ads. They were good when I first used them but now they are horrible and shady. I would like them brought to the *** and answer this complaint and get my windows installed for the **** that would be what the 1 cent add would have amounted too

  

  Business response

  02/14/2023

  In 2020 **************** asked WindowWorks to provide an estimate for windows. We gave him the best price possible at that time and he declined to place an order with WindowWorks. He has recently had us back out with ideas that he should be able to dictate our prices and promotions based on price quotes from years prior and applying current promotions. Since Covid 19, building materials such as vinyl compounds, glass, various hardware, installation materials, and labor have gone up more than 100% in many cases and nearly 100% in many others. The fact that **************** declined to do business a few years ago in no way affects 2023 installed pricing. The lowest price that **************** should have been given as a new customer in February of 2023, is $7,082.10. Because of his past relationship he was given a price of $6000.00 representing an additional discount of $1,082.10. **************** has some notion that he should be able to dictate the price and that is simply is not the case for any customer in any situation except when one bids on ***** If **************** feels the WindowWorks price is unfair, I invite him to get a quote from Lowes and ********** who advertises low low prices every day. Recent clients who have priced Lowes and ********** have found their basic ********** window to be over $1000 per window installed with their current promotions applied. There is no comparison between the WindowWorks premium window and the basic vinyl windows being offered at ********** and Lowes. As such, the WindowWorks product usually does cost more than ********** and Lowes. We have offered **************** a premium window with an optioned woodgrain interior that he requested at about the same price that ********** and Lowes would charge for an entry level window. There are hundreds of window companies in the Chicagoland market place. **************** is encouraged to shop many of them and determine that the prices he is requesting is not a possibility. And with regard to price gauging, I encourage *************** to get a quote from Renewal by ******** a company held in high regard, who also offers a premium window, currently on sale for about $2,400 each window installed. 

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had 18 new windows installed on 8/1/22 and during this cold weather, I find that the windows had frost on the inside. The windows are still producing cold air in the house and the windows look nice but they are horrible as far as keeping out the cold weather.The windows I have the biggest problem with are the Livingroom and 1 bedroom. I called and left a message during the holiday and have yet to get a response.

  

  Business response

  01/09/2023

  The windows we installed are incredibly air tight as tested by a third party industry certified laboratory. It is possible during temps well below zero that some frost can occur. No window made can guarantee zero frost regardless of the weather and no window manufacturer in the US or ****** makes that guarantee. The sensation of cold air from a window is a tricky thing under extreme temperatures. The glass will certainly be cold and air that circulates against the glass will be cooled and can feel cold under those extreme conditions. This is easily confused with assuming the windows are leaking cold air. Since hot air is much lighter than cold air it is always rising. And at the same time cold air being much heavier than hot air is always falling, so people are much more sensitive to it. During the extreme temperatures unusual things do happen but they are rare and only happen during extreme weather. With all of that said we will have a senior tech come out and inspect the windows and the installation. If any problems are discovered we will take every available action to remedy the problem.  ******************* COO

  Customer response

  01/12/2023

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

*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. ↩