ComplaintsforWindow World of Fort Wayne

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called repeatedly/weekly over the past 2 months leaving messages with their answering/screening service. They are never able to connect me with someone and I have never received a call back from the messages regarding the status of the replacement sashes for 2 failed windows that are under warranty.

  

  Business response

  07/15/2024

  *****, 

  I will look into this today and will follow-up with you. 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had windows and siding done about 2 years ago. There were a few issues, but they were resolved immediately and with great customer service. We were so happy with the installation and customer service we reached out to have more work completed last year. Unfortunately, we had some issues. There were 3 live electrical cords left exposed in the front of the house as well as a drainage pipe. The drainage pipe was not communicated to us. It froze and we had to pay a plumber to repair it. He then informed us what happened. He said that the exterior pipe was exposed because of the removal of the stone from the house. I would have fixed it before freezing if we were told of the situation. When I addressed this with the local franchise, they came out to look at it after 3 months of calling. We were then told that they could not do anything about the electrical. I stated that I was unsatisfied with the results. The co-owner said that that was ok with him. My husband called to talk to him, and the CO-owner lied to my husband and said that I was ok with the work that was done. He also told my husband that he was not willing to rectify the situation. We had to pay an electrician to come to fix the issue. None of this was in the contract or communicated to us at the beginning of the job. If we would have been apprised of the extra work we would have understood, but the information was not communicated and handled unprofessionally.

  Customer response

  04/08/2024

  The statement states that we received work 2 years ago from the same company without issue, but the complaint is from October of 2023.

  

  Business response

  05/07/2024

  **************** had ***** veneer that was removed from her home in order to put up vinyl siding. The adjustments made to her home, caused three wires to stick out. We sent the owner out to look at this issue as soon as we became aware of the it. After he went out to her home, we then sent three different contractors out hoping to be able to rectify the cords on our own. Unfortunely, they are not able to be fixed without some electrical work being done. We spoke with **************** and she stated that she understood that we are unable to handle any electrical issues due to safety concerns. We also have a clause in our contract that states we are not responsible nor able to address any unforeseen circumstances, such as this one. After a short time, her husband and another gentleman came into our showroom and become hostile and upsest with staff. He was asked to leave and our owner called and spoke with him per his request. This is when he stated that our hands are tied and we have nothing more we can do. We have never been aware of a pipe freezing, this complaint is the first we have heard of this issue. We did apologize many times for the unforeseen repair needed to the electrical outlets. We are not licensed electricians and cannot work on those types of repairs.

  Customer response

  05/07/2024

   I am rejecting this response because: I at no point during the multiple conversations said anything remotely close to saying that I understood. I told the owner that I was unsatisfied with the service provided and asked if he was ok with having unsatisfied customers. He stated that he was ok with that. My husband and his father were never thrown out of the building when they came in to talk to you regarding all of the issues. Your response to them was that if we got a lawyer involved you would be happy because you would no longer have to talk to them. The quote reflected the 3 electrical boxes in it, and they were not fixed. Why would I call about another issue when your owner is ok giving bad customer service and unwilling to complete the job quoted. The disrespect that we have received both over the phone and in person shows that you are unwilling to make this right. There has been no resolution, and this shows the lack of integrity of the Fort Wayne owned Window World. They are unwilling to complete the quoted project, lie about their customers, and don't care about customer service. All I wanted was for them to finish the job that they quoted or to reimburse us for all of the work that we had to have done because of the unfinished project. There is still no apology ever, willingness to make it right, or respect from the company. It is so unfortunate. 
  
  
  

  

  Business response

  05/08/2024

  The siding estimate that was provided to the homeowner included the demo and removal of a stone veneer wall that ran the length of the front of the home. Vinyl siding was then installed where the masonry wall once was. This change in siding materials changed the elevation of the exterior thickness. The electrical lines that feed the electrical outlets on the exterior of the home were about 6-9 too long due to the elevation change from a masonry wall to a vinyl wall covering. The electrical lines were unable to be slid back into the wall as they were fastened inside the wall (between interior wall covering and exterior wall covering). The only solution to resolve the electrical lines length would be to alter the length of them. This, is a service that Window World of Fort Wayne is unable to perform due to the requirement of a Electrical License. This is also an issue that could have never been predicted at the time the estimate was provided.

  Upon my in visit with the homeowner I had told her that if we are able to slid the electrical lines back into the home that we would do so. However, if they require being altered we would not be able to do so due to licensing requirements and liability concerns. I then immediately initiated a service response to find that indeed the lines would need to be altered. The homeowners were notified that this was a service that we are unable to help with. . 

  This was information was told to the Husband, Wife, and Father. As the owner, Im certainly not ok with having a customer that is unhappy. To this point, I personally visited with the homeowner immediately upon learning of an issue, immediately deployed a service order to investigate the issue, immediately notified the homeowner after discovery, immediately called after learning of the husbands and fathers visit to our showroom. 

  Customer response

  05/08/2024

   I am rejecting this response because:
  
  It was in the original quote. The guys that were out doing the work were the ones that informed me that I needed to reach out to the office to get the electrical boxes done because he was unable to do them and it was in the quote and Window Worlds responsibility. Yes you did visit my home, but when I talked to you on the phone and you said that you wouldnt complete the work I asked you if you were ok giving bad customer service. Your response was yes. I dont understand why you as the owner and your receptionist at the office are making up lies about what took place. It took 4 months to get anyone to respond to the ******************* hanging out of the front of the house. It took someone 20 minutes to fix the issue that was your responsibility according to the quote and your employees. You are also admitting that the stone removal changed the front of the house. This exposed the pipes and no one informed us that we had external exposed pipes from the stone removal which caused a frozen pipe and more work to be done. There was poor communication, poor execution, poor customer service, and you dont seem to want to take care of it. If it was good customer service you would have taken care of the issue. The previous owner and the work that was done with him had a mix up and he took care of it promptly and professionally. 

  

  Business response

  05/17/2024

  I completely understand your position regarding the outlets and electrical wires requiring to be modified. I understand that you feel that we should be responsible for the modification of the electrical lines. I also understand that this has caused a great deal of additional stress, frustration, anger and contempt. Not to mention the additional costs to complete the project beyond installation of siding materials. I understand that you are not in agreement that we are unable to modify the electrical lines, or that we could not have predicted the expense ahead of time. I also understand that it could be challenging to accept that unforeseen expenses can arise in remodeling projects. Im unable at this point to find a way forward where theres understanding of what we are able to do, unable to do and the reasons why. What do you suggest?

  Customer response

  05/17/2024

   I am rejecting this response because:
  
  As stated previously, the solution would be to be reimbursed for the electrical boxes and/or the frozen/busted pipe work that we had to pay for. If either one of those would have been communicated this would not be an issue. The guys working on the siding said to call Window World to get the electrical boxes fixed because he was not an electrician. It then took 4 months to get a straight answer and for someone to come out to the house. The workers should have communicated the exposed pipe after removing the stone, but we received no such communication from them or Window World. This resulted in more work and money. 

  

  Business response

  06/06/2024

  Please send the invoice for the electrical boxes that you had mentioned in your last response to ************************************************************************* (attention ******). 
  

  Thank you 

  Customer response

  06/12/2024

   I am rejecting this response because:
  
  I have sent the necessary email and I am waiting on a response.

  

  Business response

  06/19/2024

  We agreed to send you a check covering the invoice that you provided via email for the electrical work. It was mailed a few days ago and should be arriving shortly.  

  Customer response

  06/20/2024

   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.

  
  

  Thank you.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home in July 2022 and one of the windows had to be replaced due to the home inspection. The previous owner hired window world to replace the window. It took 5 months for the window to come in. The window was installed and will not open. The crank arm comes in contact with the kitchen sink. Window World is taking no responsibility and said it was the window that was chosen. They should have understood the window wouldn't work when it was ordered and told us to pick something different. The installation went even worse. The trim was damaged on the inside of my home. The outside was never finished. Insulation wasn't put in properly and now the window freezes on the inside of my house. The installer told me that the window was measured incorrectly and is the wrong size, my salesperson says the window was installed incorrectly. The installers manager returned to my home to 'fix' what his employee had done early on a Sunday morning. He made the window look even worse. Management refuses to return my calls. The sales person expressed that Window World will not help me because the previous owner ordered the window (in my name). I am stuck with a widow that causes my home to not be protected from the outside elements in a northern state. I am also unable to open the window which is considered a fire escape. All I want is a window that opens and is sealed from the elements. My 23 year old window worked better.

  

  Business response

  01/03/2023

  The window was chosen by the previous owner, who contracted and chose that window in order to sell the home. The window was installed and then the customer called demanding a new one. We are sorry you are unhappy with the selection that the previous owner made. This customer also has been speaking to our install manager via phone and text since the install. We have tried several times to come to the home to see if the window was not installed correctly but not permitted. Our install manager went to the customer's home and was turned away and refused entry. We are unable to address any concerns this customer has since he will not allow us in the home.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a front door and back door installed. First they put on the wrong door handle on the back door that we ordered. We agreed to accept this. The problem is getting ahold of them. Them calling back. Coming to scheduled appointments from them. We have been dealing with trying to get repairs done for at least 6 months and continue to get the run around. I have left messages for the owner or manager to call me and I haven't heard in 4-6 weeks. Unacceptable service. Absolutely disgusting. I am in retail and would be fired for the lack of follow up and lack of customer service. I finally received a call last week to schedule something. My wife called today to confirm next week and they said we aren't on the schedule again. I just want my doors fixed. I don't understand the lack of care. They have no problem taking my money but when it comes to warranty work of repairs after the fact, they have no time or consideration to return phone calls. Not to mention they never answer the phones half the time. Very frustrating.

  

  Business response

  10/21/2022

  Our receptionist has been out with covid and we have been working hard to keep up with demand in regards to phone calls. She is also the person that handles all the services. We do have a reception service that answers the phones when we are unable to get to them right away. We still have this customer on the schedule for next Tuesday for our install manager to come out and fix and/or address any install issues. If you have further questions, please give us a call. Thank you!

• Initial Complaint

  03/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 2-21-2022 I ordered windows from windows world. They said it would be a minimum of 4 months to get in, an additional 30 days to install. Rep said I would get an email after he gets back to office confirming the order. I never received an email. Only automated emails telling me they look forward to my appointment that has already passed.I have been trying to cancel my order since 3-3-2022. I spoke to the girl in the office and the rep who sold me windows who claims to be the manager and cannot do anything for me. I put the cancellation in writing on 3-4-2022 and they have yet to respond. They wont cancel my order and said they will call me when the windows come in and that I owe them $1900 more. I gave them a 4k deposit and am looking for that refunded as there is nothing to restock. They are forcing me to buy windows that havent been built yet. Can you help? This is nuts. *****************************

  

  Business response

  03/28/2022

  ****************** called to cancel her order three weeks after the contract was signed and entered into our system. We have a 72 hour cancellation option but after these three days, we will submit the order to our manufacture. After they are ordered, the manufacture gives us ***** hours to make any changes then they are sent into production. We offered ****************** the amount she would owe for just the window cost, minus the labor. This is the number we sent over in which she is referring to here. We are unable to cancel her contract and submit a refund at this time. 

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Window World replaced all the windows in our house last year, although it took them three times to installs all the screens outside. However, there is one outstanding issue - the three screens in our two bathrooms are on the inside and they are attached by six latches. These latches don't work and in fact one of them was broken by the first installer who said she would "let the office know". That was in October last year.In January of this year the third installer to visit us completed the job on the outside. We showed him the three problem screens. He took a photo of the serial number and said he would "let the office know".Today I called the office to ask when this issue will be fixed. The woman I talked to kept talking about the screens outside which have nothing to do with this situation. When I pointed that out, she became combative and rude, accusing me of criticizing the company for not "take care of us". I never said any such thing. Finally she said she didn't know anything about the screens in question and added that she was going to talk to her manager.This whole thing has now been dragging on for 8 months. We never signed any completion papers and the job is clearly not finished, even though back in October the company collected their money from the bank which gave us a loan. I have no idea how this happened without our signature testifying that the job had been completed.In general, we were satisfied with the installers' work quality. As for customer and/or sales service, this has been one of the worst experiences in our memory.

  

  Business response

  03/28/2022

  We have been able to get all the proper screens replaced for ******************. The manufacture were having some issues with getting screening materials that required extended lead times.

  Customer response

  03/28/2022

   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.

  
  

  Thank you.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In late June of 2021 we signed a contract with this company to replace 24 windows in our house. The installation was done in November, but the installers couldnt fit six outside screens on the ground floor windows, because the screens were wrongly manufactured. In early January of 2022 another installer arrived with new screens which also turned out to be wrong.Since then we have been trying to find out when this job was going to be finished, but got no response. Recently the salesman who signed the contract with us sent a text message in which he informed us that he was blocking our phone number, because he was tired of being harassed.It is a sad comment on the philosophy of this company. Apparently they view customers attempt to get what they ********** for as harassment. This situation has been dragging on for more than half a year and we are no longer going to tolerate it.

  

  Business response

  03/28/2022

  We have been able to get all the proper screens replaced for ******************. The manufacture were having some issues with getting screening materials that required extended lead times.

  Customer response

  03/28/2022

   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.

  
  

  Thank you.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 8/25/2021 I ordered windows for a rental house I own. The windows came in and we scheduled an install date of 1/3/22. I waited for two hours and they finally showed up. They were there about fifteen minutes and determined that they couldn't do the install that day because they didn't have enough trim to do the work. I called the store to get a new date and they told me 1/11/22. I asked that we have the installers call me when they would arrive so I didn't have to wait at my renters house for two hours this time. They were supposed to call me. They never did. My boyfriend tried calling on monday (yesterday) and they were supposed to clarify with him on installl date but they couldn't commit to today. Now they won't answer our calls and won't give us an install date. They are holding windows I purchased hostage and won't give me an install date. The women in the office are very vengeful and don't like to deal with unhappy customers.

  

  Business response

  01/12/2022

  We gave ************** a time frame as to when we would expect the installers to get to the home on the day of her original install. We try to do the best we can with timing but if labor requires more work that was expected at the previous install, and especially with these cold temperatures, the time may be slightly off. The installers were 15 minutes later then originally expected. When they arrived at the home and began inspecting the windows, they realized they would need to cut the old aluminum siding to remove the existing windows and then add framing around the new ones in order to put on the exterior trim and seal them properly. The job is going to require extensive extra labor that was not on the contract. We will never try to install unless we know that it is being done correctly and will not cause any issues in the future. The installers did not want to rush through and they also did not have the wood nor the time to get this completed that day. The installers explained this to ************** and the office called her immediately to try and get her on the schedule to where we had the entire day to complete the installation. When we talked to **************, she screamed, was very degrading and used foul language. We attempted to get her on the schedule but ************** never confirmed this day and she hung up on the office staff. Monday, ****************** boyfriend did call and ask about the installation for Tuesday. We informed him that she never gave us permission to get the day on the schedule. He said he would speak with her and we would try again. We never heard anything further from either ************** nor her boyfriend. They never called us. At this time, we do not think it would be advisable to put ************** on the installation schedule. We would like to offer her the windows and she could find independent contractors to install them.  

  Customer response

  01/12/2022

   I am rejecting this response because:
  Window Worlds response contains false information. We both have tried several times to get our installation on the schedule. After my boyfriends call, neither of us were able to get through to Window World. We are positive both of our phone numbers have been blocked, or are being screened. We even decided we best contact Window Worlds corporate office, where we were told they would contact the owner. We expect Window World to contact either one of us in a timely manner to install the windows they agreed to install. We have paid for half the job, and expect professional service.

  

  Business response

  02/07/2022

  This job was completed and installed. The customer signed off for the completion. 

  Customer response

  02/08/2022

   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, the install was completed to my satisfaction. I still believe that the communication from the office needs to be improved. They are terrible at returning calls and using a service to screen calls. If they don't want to deal with you they just don't accept your calls.

  Also, their estimator is the one who caused this whole problem so if they don't accept that the problem is on their end then they need to find new folks to estimate their projects. If they had brought the right materials the first time we would never have been in this entire mess.

  
  

  Thank you.

*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. ↩