ComplaintsforWindow World of Baton Rouge, LLC

• Initial Complaint

  01/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction- 10-27-2023: Window World sent a saleman out to measure 4 windows, which he measured wrong. on 11-21-2023, the installer came out to install the windows, He removed all 4 windows without confirming the measurements. The windows didnot fit, they all was too small. there was a plastic border with caulking install to fill in the 2.5" space at the top and bottow. i called Window World to give them my concerns, they sent the field supervisor to inspect the windows, he said they was ok. I am not please with the installation of my windows because they didnot install the actual window size as to what was taking out. there will be future problems with the installation. Please help me resolve this problem. Thank you in advance

  

  Business response

  01/02/2024

  Window World has properly measured and installed the windows correctly according to industry standards. Window World Field Supervisor has met with our customer and fully explained the window install in this section of the home. Window World will not order additional windows as the windows that are installed are correct to its opening.

  Customer response

  01/10/2024

  Consumer had an inspection done.  Please see attached documents.

   

  

  Business response

  01/11/2024

  Window World has spoken with the customer and we have reached a resolution.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased eleven hurricane impact windows after Hurricane Katrina from Window World. I recently discovered the windows only can be raised eight inches when I decided to place a window ac in the window. I also became concerned this is a safety hazard. Windows are considered an escape route in case of an emergency. I telephoned Window World and reported my concerns related to the window only opening about eight inches to the representative on the phone. The representative reported to me that the windows do not raise any higher and proceeded to offer a window sash that would open to the height of the window ac once I measured the height of the ac. I would be responsible for paying the cost of the Window sach and with the installation. Since this was the only resolution offered , I called back when I was ready to place the ac in the window and order the window Sach. This time the representative stated we no longer make the window Sach for the window. The representative on the phone stated to me just take the bottom window out and proceeded to state I will email you the instructions on how to remove the bottom window. I am really concerned about the fact that the windows were made to only open about eight inches. I feel this is a safety issue. I am requesting Window World to resolve this issue with my windows.

  

  Business response

  07/24/2023

  Window World installed the windows in 2011. The windows were installed into the openings provided. Should the customer desire to install an a/c unit, it is up to the customer to make those modifications. The customer has been provided with information regarding how to remove the sashes.

  Customer response

  07/25/2023

  
  Complaint: 20360814
  
  I am rejecting this response because: The fact that the bottom window Sach only open and raise up to eight inches.Window World is suggesting that I remove the entire bottom Sach in case of an emergency. I am more concerned about a safety hazard of not being able to raise  the bottom Sach of the window in case of an emergency and I have to use the window as an escape route.
  I have other windows in my home the same height and width of the windows that were installed by Window World  and the bottom window Sach raises up to meet the top window Sach.  The AC is secondary. My main issue is the fact that I have eleven windows in my home that I feel is a safety  hazard and I recently found out that the bottom Sach did not raise all the way up as a result of considering  to place a unit . These are hurricane impact windows and according to Window World  you cannot break these windows. The windows were placed in the same opening that the original windows were removed by window World ,however those windows all of the windows that were removed by Window World and replaced by their  windows opened and were raise up to meet the top window Sach. 

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

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  07/06/2023 Window World Replaced my 3-panel patio door incorrectly. The door was to open on the leftt side (entering). They said they could only replace it where the "middle" door opened! This is the fourth attempt to repair/replace the faulty door. Original paperwork dated 9/12/07 clearly states that the door is to open on the left side looking in and in the past installs, that was done. They now tell me that they cannot warranty the door unless the new installation stands. This is unacceptable.

  

  Business response

  07/10/2023

  Window World has fully explained this matter with the customer. The new replacement sliding patio door has recently been installed correctly as such. The sliding patio door is a 9' 3 panel sliding patio door from the center opening. This door is installed correctly and properly. Window World will not make any modifications to the door operation.

  Customer response

  07/10/2023

  
  Complaint: 20283741
  
  I am rejecting this response because: this door has been replaced four times by WW since 2007.  The other three doors all opened the same way.  This fourth door opens in the middle, different from all the other doors. 
  
  Sincerely,
  
  ***** *******

  

  Business response

  07/10/2023

  Window World no longer offers the same model door that was installed in 2007.  Window World has fulfilled your warranty and replaced your door at no charge with the closest currently available model. 

  Customer response

  07/10/2023

  
  Complaint: 20283741
  
  I am rejecting this response because:

  I must have a replacement patio door that opens from the left (outside looking in) just as I ordered and paid for - see attached documentation. I will not settle for anything else.
  
  Not only has a flooring wear pattern been established after almost sixteen years of use, but also, the door opens to a covered porch area, so the door can be opened on rainy days for ventilation, and I can walk out to a protected area.  Currently, the center door is under the eave, uncovered!  The house was not designed to have a centered patio door.

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

  

  Business response

  07/14/2023

  Window World cannot modify a door. If the door is modified in any way to open differently than the manufacturer's specs all warranties will be null and void. We apologize that we cannot meet your expectations., but moving forward the door is installed to factory specs and the lifetime warranty is intact at this time. We appreciate your business and again apologize that you are not happy with the product sold in 2007.

• Initial Complaint

  01/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  April 18,2022 I called Window World to get a quote on two windows. A representative came to my home May 2, 2022 to get measurements and write up the order for the two windows at a cost of $2,597.00 for both windows. June 15th, Window World and I spoke twice about the delivery of the replacement window. May 9, 2022, the windows were delivered. The bedroom window fit perfectly. The living room window, didn’t fit. So, it had to be reordered. I paid $1,298.00 for the window bedroom window. August 3, 2022, the replacement window was brought to my house, but the frame was damaged. So, they installed the damaged frame and said they would order a replacement. I had no doubt that they would deliver the product. So, I paid them $1,298.00 for the second window. I spoke to Window World August 16th and Aug. 24th to inquire about the delivery of the replacement for the damaged second window. They called me Sept. 7th to discuss the replacement. I called them back Sept. 14th. The replacement was sent out Oct. 18th, but it didn’t fit, AGAIN. I still didn’t have the replacement window, but they have been paid. A supervisor called me November 22, 2022, sounding concerned and promising to resolve the issue. I told him I wanted my money back. He said he had the look into why they weren’t following the measurements indicated and creating a wrong size window. I told him that I had taken off from my job each day they promised delivery. One time they didn’t show up. The first delivery was on a Saturday, but I was told they weren’t doing Saturday deliveries anymore. The survivor said he would get me a Saturday delivery date. Today, is January 15, 2023 I have not received the replacement window and I have not heard from Window World. I want a full refund of $1,299.00 for the window I have not received and the replacement.

  

  Business response

  01/16/2023

  Window World called on 12/14/2022 and left a voicemail that your frame was ready and to call us to schedule installation.  Window World has scheduled the install.

  

  Business response

  01/23/2023

  Window World does apologize about the delay's in getting this project to completion.  Window World would like to thank you for the cooperation with our Field Supervisor today and working with us to get your project completed.  Window World will proceed to expedite your order as much as possible.

  Customer response

  01/23/2023

  
  Complaint: 18816228
  
  I am rejecting this response because: I have lost faith in Window World. I have no reason to believe they will get this right. They should send someone out to remeasure the window to make sure they have the correct measurements. Then, work from there. They continue to work from previous measurements, which obviously isn't correct. I will seek legal advice on this matter.

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

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our home was a total gut from hurricane Ida and all our windows needed to be replaced. We hired a contractor and they subbed out Window World to do the windows. The windows were not measured correctly and we have several windows that are bowing. We also received windows that are not allowed to be sold in the state of Louisiana. The sales person did not give us the style or type of window we desired, no one will call us back and we are out $7k. No one is working with us to help get this resolved. We have asked that ALL wi does be remeasured, reordered in the correct size and style. We have gotten 2 professional options that have both said that we will have water intrusion issues if the windows are not fixed and installed correctly. I have spent 3 weeks calling, leaving messages and trying to work with Window World to get this resolved, with no resolution at all. We need to to move forward with our project and can’t allow the delay any longer. Thank you for your support in this matter. Brooke Trepagnier 985-703-1381

  

  Business response

  11/29/2022

  Window World has reached a resolution with our customer.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window World was hired to change out all of our windows after Hurricane Laura. The order of $6852.00 was placed at the end of December 2020. Windows came in mid February and were installed. We were very understanding of time frame as we knew the damage to all of our area that was done. There were many issues with the installation of the windows. First, there were 3 that had to be reordered due to the fact they were measured wrong. There was also a dormer window with a crack. These got replaced within a couple months. However, NONE of the windows had any flashing or JChannels installed. Our contractor pointed this out when the windows on the west side of the house were leaking. Now we had moisture damage to deal with....again. We tried to get Window World out to make this right with no luck. I believe our bill was finally revised to reflect taking the flashing and JChannel installation off. I then had to get my contractor to complete each one. We also had to pay to take out moldy sheetrock, replace, and repaint. We called to get some kind of help with reimbursement for this. To this day, we are told that our file is 'still being reviewed'. We are not trying to get the windows for free but have had to pay way more out of pocket for repair of something that should have been addressed by the company themselves. Or better yet, installed properly from the beginning.

  

  Business response

  10/17/2022

  Window World is not able to verify that damage was done to the home as a result of our window install.  The home was in the process of storm damage repair when windows were installed and still in a state of construction.  Our documents signed by homeowner reflect that siding was not installed and the homeowner was aware of this and signed our completion certificate.  To date the customer has not been able to provide any documentation to Window World that prove such.

  Customer response

  10/17/2022

  
  Complaint: 18226538
  
  I am rejecting this response because:

  This recent response is implicating that moisture damage may have been already existing which is totally wrong. There was never any moisture damage on the west side of home. 

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

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We sustained major damage to our home after Hurricane Ida. We had a structural engineer verify damages to assist with insc. claims . Determined that windows needed to be replaced. Had WW after Hur. Katrina- planned to replace upstairs (orig .when built) and downstairs (WW). Waited months for WW to come out, initial consultation changed 3 times prior to coming. (Oct- Dec). Understandable for # of homes damaged. Quote prov. by sales rep for new windows and replace all downstairs., rep told to place 12/27/21. Numerous calls to check order status, Instillation techs came out to replace "sashes", had no tools, no markers on windows to identify. Tried to place 4 windows forcefully, could not open/raise after. Stopped techs and called WW back and asked for rep to come measure. 3rd rep came, began to measure, received call told husband late for appt, rushed, did not measure remaining windows but stated "I will put them in when I get back to the office." New installer came last week to install sashes, did great job with help of husband. Confirmed at this time that there were no other windows ordered. Called WW immediately, asked for return call, no call back in 72 hours. This is a repeat pattern throughout this entire experience. Initial contract signed 12/27/2021. Still missing windows, have now leaking windows in 4 locations from downstairs windows. Damage to new sheetrock and paint waiting on WW. Have photos to verify. Damaged areas shown to last installer. One excuse after another, WW does not stand behind guarantee, although stated that "we will honor" but then reduced window order. Travelers Incs. Co also sent out contractor to determine status, who also concurred that all windows needed to be replaced. 3 quotes from 3 different companies, 2 independent contractors, what more do you need? Who will pay for the damages to my newly repaired home? 9 mont. of back & forth, I have lost faith in WW.. would appreciate call from company , not Metairie to discuss.

  

  Business response

  09/20/2022

  Window World is working with our customer to resolve this matter.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted the company to replace all the windows on the first floor of my house, contract dated 2/18/22. I paid $6316, half the contract price, at that time. Window installation was done on 5/10/22. When they completed installing most of the windows I was told that they were short one window and miss measured one large window with 3 panes. I got a call from the supervisor explaining the problem and that they would be back within 2 months to complete the job and asked if I would pay the balance due of $6202 which I foolishly did. I started calling the company in July, made several calls since then, talked to different people each time, explained the problem and never got a return call.I have an Incompletion Certificate signed by the installer dated 5/10/22 describing the work remaining. I contracted with them and paid before the work was complete because of recommendations by several of my neighbors, lessen learned! Your help is greatly appreciated. **** ******

  

  Business response

  09/14/2022

  **** you can contact Window world Mon-Fri 8-5 at ************. We have on order your windows and they have an ESTIMATED ship date of 10-17-22.  Window World apologizes about the manufacturing delays but the global pandemic has resulted in longer than usual wait times, we assure you we have not forgotten about your order and will be in contact as soon as pieces arrive at our warehouse. 

  Customer response

  09/14/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18021972, and find that this resolution is satisfactory to me.
  Thank you for your help!
  Sincerely,
  
  **** ******

  Customer response

  11/09/2022

  my original complaint # is 18021972, Window World was supposed to come Friday, 11/4 to complete the window installation that has been fully paid for since May, 2022. two men arrived at 6:30 pm, told me they didn't have the 4 remaining windows and left. this is the worst company I have ever dealt with! i want a refund for the windows that were paid for and not installed, $2100.

  

  Business response

  11/09/2022

  Window World has discussed with our customer and reached a resolution. 

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/8/22, My husband and I signed a contract w/ ********* (WW) for the purchase/ installation of 23 windows. We were told it would take approx. 16 wks for arrival. On 6/20/22, installation was scheduled and going as expected until it was noticed the last window to be installed was incorrectly measured and another was broken during installation. I was told by ******( WW sup) that they would have rush delivery and it would be in approx. 2wks. I was contacted 7/19/22 by WW to schedule installation of these 2 windows on 7/27/22. I took off from work, only to be contacted 7/27/22 by WW stating that both windows was damaged and will need to be reordered. I have contacted WW and ******( WW sup) several times, without any resolution. I have asked to speak to someone higher to handle this matter, but no results. I was contacted 9/7/22 to schedule installation finally again on 9/12/22. Took off work again, only for ******(WW sup) to constantly be untruthful in arrival time of installation team. I attempted to contact ****** 9/12/22 at 1130, 1500,1550,1630,1730,1800 but no answer. No one ever showed up. I was then contacted at 1812 by someone claiming to be an installer, stating they were unable to come because 1 person was injured at the last job.I have not received a completed job as agreed, however, I am expected to pay as agreed. ****** has been untruthful, unreliable, and unhelpful throughout the process. I am dissatisfied with the service and communication from this company.

  

  Business response

  09/14/2022

  Please give Window World a call when you have time at *************  Window World knows how important your time is and would like to apologize for the missed appointments.   

  

  Business response

  09/16/2022

  Window World has apt. set for Monday 9/19. 

  Customer response

  09/19/2022

  
  Complaint: 18021469
  
  I am rejecting this response because:
  Installation team arrived today 9/19 @ 7:45 with only 1 window. It should have been 2 windows to complete job. I have taken off work yet again and job will not be complete. 
  Sincerely,
  
  ****** ********

  

  Business response

  09/26/2022

  Window World has confirmed with our customer (9/26/2000 at 1:36 pm) that both of the windows have now been installed and she confirmed that we are finished with her project.

  Customer response

  09/26/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18021469, and find that this resolution is satisfactory to me. The windows were finally installed on 9/19/22.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with window world some time back. When the windows arrived on August 8th, I was contacted and told this was the day to install. WW did not show up on the scheduled date. Keep giving me times on when they would arrive - this was all day. We waited at home for these guys. Unless I was calling them to get a status update - they never made an attempt to keep us posted. That day was a waste of our time and money lost (time away from work) waiting on these people to show. Then we reschedule to August 30, yesterday, again we waited all day and they still did not show up. I made the last phone call at 7pm to Claude the supervisor but no one would return our calls. There is no integrity with this company. Told us we would be first on the list yesterday - they never showed up at all. We put a down payment on these windows. Called the office manager and we were told we had to pay the balance within 30 days regardless if the windows are not installed. You have to show up to do this job! This company has no integrity. They should not be in business at all. Just another bad contractor making promises and praying on hurricane stricken community folks. I will be leaving feedback on social media and also contracting the attorney general office in Baton Rouge and lastly contacting **** to put a little exposure on this bad business ethics.

  

  Business response

  09/01/2022

  Window World apologizes for this matter. Our Field Supervisor has been in contact with the customer and a new appointment has been set to resolve this matter.

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