ComplaintsforWindow World of the Queen City, Inc.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Window World installed windows that did not close or lock then left it that way on Easter weekend so I had to stay home instead of celebrate with family. Many nails are not nailed all the way in, or are nailed sideways, made big gouges in my window sills, gaps uncaulked, installed a dented picture window in the front room, used a drill and ladder anchor & drilled holes in my roof, chipped off edges of many shingles, knocked over a stand of cd's then stole some when putting them back on the rack, told me the install would take 2 full days then left after only a few hours each day, then came out 3 more days to "clean up and fix things" but also only stayed a few hours each day refusing to fix the things I pointed out. I have a couple thousand in roof damage from them, and have to scrub off the black hand prints they left all over the freshly painted window frames. The caulking is so bad I feel devastated. The wood frames were cracked but not caulked to repair as they suggested during the sales pitch and pre install discussion. They were supposed to cover my furniture, floor, vents, and lawn to prevent lead exposure and did not. My furniture and bedding was covered with dirt and took days to clean floors, bedding, furniture and had to have them clean my vents since I just had them swept out and they dropped dirt right back into them. I am selling this house and had to move the sale date forward. I realized after they came back 3 more times they just WILL NOT fix these things so I refuse to take yet another day off work to have them stand around talking, walking around, smoking, throwing cigarette butts in my lawn. They left huge pieces of scrap metal here, and each time they came, left small very sharp shards of scrap metal all over my lawn, aluminum cans in my shrubs, pieces of glass and nails all over my driveway. My previously made bed was turned down and looked used. Around $2k to fix roof because I don't want a patch. Metal hit lawn mower blade needs new blade.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased replacement patio door from Window World in June of 2023, since then we have been going back and forth with the company to fix the botched installation. I'm tired of having to keep calling to get this resolved and after 6 months it is not.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 2/23/22 I signed a contract with Window World of The Queen City to have 4 windows replaced in my home. I was told to pay $1461 that day, and I was to pay $1461 when installation was completed to my satisfaction. The windows were installed on 7/28/22. When I got home from work and looked at the windows, the windows were covered in scratches and dings, the hardware was scraped, the windows were too small, and the installer got spray foam insulation on my vinyl siding. I called Window World that day to express my displeasure. I was told they would remedy all issues. On 8/16/22 installers arrived with a new window of "correct" measurements to which they said was wrong. They also said the damage to the windows was considered "normal wear and tear" which is impossible, and the vinyl couldn't be cleaned because it would bleach out the color. In Oct. 2022, Window World came out to replace the screens and hardware and left without replacing either. **** the installation manager called and said he’d be out to take a look. He never showed up. No correspondence until beginning of Jan. 2023 when **** was to come to my home. He was a "no show". He called on 1/11/23 apologizing for never showing up. **** called 2/16/23 to come out on 2/24/23 to which he never came. on 3/2/23, I spoke with ****. He said he's sorry for standing me up and will take $300 off the bill because he missed this appointment and he was unaware no work had been completed and he would get back to me. On 3/24/23 I received a bill for $1461. I called the office and was told **** would call me back. He did not. Today, 5/4/23, I was charged $1161 to my credit card which I did NOT authorize. I called their office and was told **** sent the charge over and he or someone in billing would call me by 5pm today. It's 5:30pm and no call. Not only did they unethically charge me without my knowledge, I now have to pay a company to replace my vinyl they damaged and pay someone to replace the windows they never completed.

  Business response

  05/19/2023

  We have reached out and been in contact with the customer, the parts needed have been on order.  We have been in discussion with the customer for the siding needing repaired. At this time we are awaiting the invoice from our customer for the siding repair cost. Once replacement parts arrive, we will schedule service. 

  Thank you. 

  Customer response

  05/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  I was contacted by ******* from Window World on 5/23/23. I told her I would come get the parts for windows & mechanisms and fix them myself. I forwarded a quote to replace vinyl siding to *******. Was told my quote would be forwarded to ****, and maybe it was, but I have not been contacted by him. The balance that Window World has already charged to my card was $1,161.00, and my quote for siding replacement to remedy the damage caused by Window World is $2,250.00. Window World not only installed windows in my home that look like they came from a second-hand store after they were removed from someone else's home, the installation and damage left behind is less than satisfactory. I feel Window World should pay me $2,250.00  for siding replacement.

  (****Attached is proof of email sent to Window World including quote from local roofing & siding company for siding replacement)
  Regards,
  
  ****** ***** *********
  

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/7/22 I had 11 windows, 1 Slider, and 1 entry door with sidelights installed. The installation was a complete disaster which most of it I will not get into as I have already voiced my concerns to Jack about all of it. They key notes were the amount of trash and cleanup I had to deal with after they left aside from the hours of cleanup inside I also spent a few hours cleaning up tons of nails and screws left in my driveway and sidewalk and to spite my best efforts I still ended up with a screw in my new tires. Also they broke and damaged the tile in the front entryway take out the old front door. Jack already had to come out 2 days after the install to fix the front door as I found obvious daylight coming out of the bottom of the door they didn’t even notice when installing it, and the screen on slider door is damaged and needs replaced. Jack advised me he was going to reimburse me $200 for my inconvenience and money I paid installers to wrap my other windows to match new ones which was “under the table”, and was going to get a matching tile and have a service tech come out and replace the tile and fix the grout and re screen the patio door screen. After not hearing anything for 3 weeks I called 2xs earlier this week and both Jack was not available and lady in office said he would call me back. After no response I called again yesterday morning Jack advised “give me 2 hours I need to get with my service manager and I will call u back to schedule it” I never got a call. Already knowing it’s impossible to find a exact matching tile at this point I just want $ to replace my entry way flooring. Between the $200 he’s already promised me and parts and labor for me to replace the flooring ($400) and think $600 is reasonable. I also want my screen repaired by window world in ****** and any future warranty repairs as I’m done dealing with the ********** franchise. Attached pics show mess, damage, etc along with floor replacement cost x2 for labor.

  Business response

  12/02/2022

  Jack has reached out yesterday and today leaving a voicemail both days. He is looking to get an action plan, so we can get the damage resolved for you.  If you could please return Jack's calls to discuss and resolve.  Greatly appreciate it, thank you.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had 3 new windows and a sliding patio door with sliding screen door installed on December 12, 2021. The next day we were unable to properly close the door as it must be slammed to latch. The sliding glass door also does not unlock from the outside or the key does not work. The sliding screen door does not lock either. The caulk is sloppy and has dried in smear against my floor and wall. There is also a gap in the caulk. I contacted Window World and a month later they sent a manager and tech to assess. The manager laughed in my face when I explained the issues and stated that it didn't matter because, "it's just a condo". I have contacted Window World repeatedly about the safety issue with my doors not locking properly. They continue to say they will contact me at a later date but no one does. I would appreciate my new doors functioning properly as I have paid for them and performed by duties as the consumer.

  Business response

  04/21/2022

  We have a service scheduled to come out to customers home on May 6.  We look forward to addressing your install concerns. 

  Customer response

  09/14/2022

  Window World installed windows and a patio door to my condo this past winter. I've complained multiple times about the door handle not latching or locking. Window World was unable to correct the issue and I was forced to hire a 3rd party to fix the lock. Now I have discovered that my windows do NOT lock. I live in a lower level unit with my minor daughter and this is unsafe and unacceptable. The window pane actually feel like it is about to fall out. I cannot sleep and am in fear for our safety. Please help! Window World has so far refused to correct their improper installation. I feel scammed.

  Business response

  09/16/2022

  After review of this file. I do see that we were just out on 9/6/22 for the service of bedroom window not locking.  The window is now locked, the customer signed off on the service form. Please see attached.  

  Once the service sheet was turned back into the office, my service department called to follow up.  With no luck of our customer answering, we left a voicemail to make sure her service was complete and to remind her if she has any other issues to give us a call in the office .  We have not received any new service calls from the customer on any new service needs.  

  Thank you. 

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I purchased windows from this company back on 9/22/2021 and was quoted an installation timeframe of within 8 to 10 weeks after the date of purchase. In December of 2021, we contacted the company and inquired about our purchase and was told there was a delay with the order (windows) and they wouldn't be available until end of January beginning of February. We asked if we could cancel our order and get a refund and was told "no, due to the manufacturer being in the process of making the windows". When the first week of February came, we still had not heard anything about our windows so we called again and spoke to a very rude receptionist named Claudia, who basically told us "sorry its not their problem and it's not in their control" I asked for a manager Claudia said she would relay the message to Michelle to "call us when she can". We received a call from Michelle the Monday after, she apologized and said we again are not able to cancel our order and she sees were our windows will be delivered on March 4 2022, we were not happy but said okay. On 3/14/2022, we called Window World because we still do not have our windows and have not heard from anyone at this company. Claudia answered and as soon as we inquired about our order, she proceeded to get loud and basically tell us "sorry they are not in and there is nothing they can do" I asked for the Manager Michelle and she said everyone is gone for the day she will have her call me in the morning. The next morning a gentlemen by the name of Jack called and when we spoke to him he kept trying to push the issue off on the manufacturer and said in one system they are saying 3/29 for delivery but in another system they are seeing a delivery of April. I again said I would like to cancel this order and get my money back it has been over 6 months and the man Jack said they will not give our money back and he recommends I just wait till they get our windows for them to install. I would just like to get my money back!

  Business response

  04/08/2022

  We greatly apologize for the time frame. Unfortunately due to the high volume of orders, the lack of raw materials and the extra precautions manufactures are taking to keep everyone safe from the COVID-19 pandemic, our customer orders have been taking longer than our normal contract time frame.  Currently 5 to 6 month turn around is what we have been expecting and seeing over the last year. Our sales team also has been aware of these delays. The biggest delay on your order particularly was the tempered glass for your patio door.  Once the manufacturer receives our orders they place an order for the tempered glass which is a buy out glass.  We have been seeing these delays for awhile now and we are hoping to see a better turn around in the near future.  We see it everywhere we go, furniture, appliances even in the grocery stores.  

  We were more than happy to have finally received your product on 3/30/22 which we saved an install date for the following day so we could get you installed right away. We appreciated your patience through this process and glad we were able to get your window and patio door installed for you on 3/31/22.  Please remember you do have a lifetime warranty with us, so if you ever have any questions or concerns, please give the office a call. Thank you.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Installed new front door. Door gap inconsistent tight fit at bottom of door wide gap at top. Outside door trim loose. You can see were a nail missed the door frame. Gap at top of door . You can see the spray foam.

  Business response

  01/28/2022

  We do apologize for the inconvenience, the parts needed to finish your install have been ordered and due to arrive to our office tentatively on 2/14/22. 

  As soon as we receive the parts from the manufacturer we will schedule a service date right away. 

   

  Customer response

  02/01/2022

  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. 
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 21, 2021 we signed a contract for new windows and siding for our home. Oct 25th, 2021 windows were installed but not finished trimming. Oct 27th, 2021 siding installers arrived and started working. No one person on the job could communicate with us (no English speaking person available). Jack M stated that there would be an English speaking person daily. Window World removed siding and proceeded to install new siding over a period of 5 inconsistent days.The workers used our bathroom and left soiled toilet paper in my bathroom versus flushing it down the toilet. Installers broke a new window on the first day. We called the office to inform them and inform Jack M. On the final day, installers were leaving the premises and we informed them that they had not completed the dormer. They then applied the siding to the dormer near dark conditions. Upon surveying the house on the following day, we found numerous issues i.e.. trim work not mitered, holes in siding and soffit, siding not aligned together, corners bowed, various openings for water to enter behind siding. Just to name a few... we can provide pictures of all mentioned problems. We notified Jack M and assessed the problems, stating that it was 'the worst job he has ever seen'. We have requested to speak with John O numerous times only to be given a time of visit or call with no one showing up or calling us. We currently have a broken window, broken screen, no gutters, gash on our front door frame, a broken outside light, no trim on our windows and siding that is not up to standards. We have reached out to Jack M numerous times only to be not responded to. We have also left messages with Matt R and no one calls up back. No one will provide us with guidance and will not provide us with John O contact information. We paid this company $10,966.90 back in June (that was half of the quoted job). We are now in the process of fixing this horrendous job.

  Business response

  12/27/2021

  Business notified BBB that this matter has been resolved.

  Customer response

  12/29/2021

  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. 
  
  Regards,
  
  ****** **********
  

*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. ↩