ComplaintsforWindow World of Baton Rouge, LLC

• Initial Complaint

  08/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased my windows and patio door on 09/15/2021 for $4,427.00 which I paid half $2213.00. After the install I paid $2,274.00 remaining balance. The original install was horrible. One person was sent to install 2 / double windows 6070, 1 single window 3060, one single window 4060 and a 6068 patio sliding door. The windows weren't sealed and you could see light thru the cracks and the pation door wasn't installed correctly. The came out and reinstalled and foamed all the windors and patio door. Exerything looked good but I had a rip in two window screens and my patio door screen. The came out with the new screens and replaced the windows but the patio door screen wouldn't fit correctly. They said they would have to reoder the screen. They came out with a new screen for the patio door but it wouldn't work. They reordered a new screen. They came out to install the pation door screen but it wouldn't fit and for some reason the three guy's who came out took my pation door apart and lost some of the rollers. No idea why they touched the door ass it was working great. Came back with another screen and it didn't fit. Come to find out the patio frame is not square. People came out two more times. Both times they looked at the door and said they didn't have the rollers or other items to fix my patio door. They were supposed to come out on Friday 9/26/22 but I got a call that their door guy wasn't available and rescheduled for today 08/30/22. Got a texxt message from a Steven Lord field supervisor saying his installer was out with COVID and wants to come out Thursday or Friday. I have had enough. It's been just about a year snese I started this project. I just want it finished and not to be continullay lied to or have incompatent people come out and can't do anything. If I cant get any satification from the BBB I will get a lawyer to handel this.

  

  Business response

  08/30/2022

  Our Field Supervisor has spoke with our customer and we have rescheduled for this Friday to complete his order.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window world was hired to install new windows in my home and they have done so but not without incident and not without resolve. The initial install was done done earlier this year and i am still waiting on a window screen that was damaged during install / transport. I also has to call them to re-caulk a window from inside that was not done properly. Installer have returned for a total of 4 times since initial install and still have not brought the proper size screen and window was caulked using the wrong color twice. The last person sent to caulk the window got caulk all on out curtains as well as all over the tile floors inside and on the entry door mat outside as well as the concrete by the front door. Window world stated they could only send us $50 for the curtain replacements which that doesn't cover the cost of 2 new matching curtains, Picture were submitted but i was also told it doesn't look like their caulk. I have since replaced my curtains and had to scrub caulk off of my floor s due to the lack of qualified personnel that they choose to hire. Had they covered the cost of the curtains in full and had my replacement screen by now i would likely not be writing this, but i am sorry to say i am still waiting on a screen months later.

  

  Business response

  08/25/2022

  Window World has been in contact with you about the caulking incident and you offered an accommodation amount that Window World agreed to provide.  We are still waiting for a screen from the factory and will install once received. 

• Initial Complaint

  08/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/3/2022, had Window World installed 23 windows, I ask sale rep, scheduler, field supervisor that I have marble window sills & trim on window. I also asked about scaffold to get to 3 windows In dormer/ foyer area, field supervisor said they use ladders, they broke a marble window sill in m/b & tried to cover it up. They install a crack frame in foyer with slashes looks cocked in it & they messed up sheetrock & wall with ladders, had to rent scaffold to repair, prime repaint. They are on 3rd time to order slashes due to wrong grids between glasses, their tech wrote numbers of windows, drawings on paper work & I sent pictures of old windows. They keep saying they will take care of it & field supervisor still hasn't come to house to look. I still owe them money & waiting on them to do something. Job # 471873, window World field supervisor ************. My # 985-510-1907

  

  Business response

  08/08/2022

  Window World has parts on order from our factory to correct all issues. Window World would be glad to schedule a field supervisor visit when the parts come in.

  

  Business response

  08/10/2022

  Window World will arrange to have scaffolding on site to complete this installation.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 15, I paid for windows and was told 4-6 weeks for delivery. I called Window World 4 weeks after purchase and, come to find out, the person who took my payment never placed the order. On that day, I was told my windows would be here July 15, and put on rush SHOULD be here earlier. I called today, July 28, at noon, and was told my windows were there - where was my email and phone call telling me this?- So I asked to speak to a supervisor. Supervisor claims it takes 12 weeks for windows to come in, when I was GUARUNTEED July 15, by two different people. Then completely ignoring the fact it wasn't even place for 4 weeks and I had to delay construction for nearly 3 months due to their negligence. I want a refund of half and an apology.

  

  Business response

  08/12/2022

  Business Response /* (1000, 5, 2022/08/02) */ Window World apologizes for this misunderstanding, we have scheduled an apt to resolve. A fair accommodation was offered but the customer declined to accept it.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My window was purchase from Window World and it came with a lifetime warranty. When it developed a small thin crack, I called Window World to have it replaced. The salesperson came to my home and told me that the window was under warranty, and it would be no problem getting it replaced. He got information off the window, measured it and told me that I would be getting a replacement window installed. This process began over two years ago. They have twice brought out two completely wrong windows, one too small, the other one was arched. I want to get this resolved as soon as possible because what started out as a small thin crack have grown into a very large crack running throughout the window. it's a large picture window that's on the same wall as the door and it's becoming more fragile with every opening and closing of the door. Needless to say, this is a potentially hazardous situation. Whatever assistance you can give me with this will be greatly appreciated.

  

  Business response

  08/06/2022

  Business Response /* (1000, 5, 2022/07/15) */ This is our customer, but the customer is in New Orleans, LA, please send this to the BBB for that area, thank you! Business Response /* (1000, 14, 2022/07/21) */ Window World has ordered a replacement window under warranty and will install it as soon as it comes in from the factory. Consumer Response /* (3000, 16, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) No I do not accept the company response because I have been told this on other occasions. When this issue is actually resolved with a new window installed at my home, then and only then will I accept their response Business Response /* (4000, 18, 2022/07/26) */ Again as Window World stated: Window World has ordered a replacement window under warranty and will install it as soon as it comes in from the factory.

• Initial Complaint

  07/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 20, 2021, we ordered all of our windows and one sliding glass door be replaced from Window World in beige and they stated it would take 2 to 3 months to come in. The sliding glass door was a custom size door. The total cost of this entire job, which we paid was $9,755.00. All of our windows were installed on August 5, 2021, 4 1/2 months later. The interior sheetrock surrounding all three windows in front of our house was damaged when they were replaced by Window World. There is also a crack in the Master Bathroom sheetrock by the window when it was replaced by Window World. Window World sent a white sliding glass door instead of beige. They reordered the sliding glass door, which took another 3 months to come in and was installed on or around November 24, 2021. We thought the door was installed properly. A few weeks after the installation of the door and the weather turned more humid, you felt like you walked outside when you walked into our bedroom where the sliding door was installed. We noticed there was a piece missing because there was an inch and a half gap between the stationary door and the sliding door (a hand could fit through). We put duct tape on the inside and outside of the sliding doors to try to keep some of the weather out of our bedroom. We called Window World and told them something was missing. Around December 13, 2021, someone came out to see what was wrong with the sliding door. The missing pieces were the external interlock and the internal interlock. Since then, Window World has come out about 5 times to install the missing pieces but each time they came out, they brought the wrong pieces. One time they brought the same wrong piece that they brought the time before and was going to "try to make it fit" in a "good faith effort", which was done the week before the "correct pieces" were to arrive. They came out again today with the wrong pieces. This is more than frustrating.

  

  Business response

  07/11/2022

  Business Response /* (1000, 5, 2022/07/05) */ Window World has been in contact with our customer and has reached an agreement to resolve the issue. Consumer Response /* (3000, 7, 2022/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Window World informed us that they ordered the correct pieces, which they have done each time in the past. This case cannot be closed until the parts come in AND installed properly on the door. Thank you all very much for your prompt attention to this matter. Business Response /* (4000, 9, 2022/07/07) */ Window World has parts on order. When they arrive we will schedule the install. We do not expect to close this case until the job is fully completed. Consumer Response /* (2000, 11, 2022/07/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2022 Window World came out to install the new windows I purchased from them. I was told one of the windows was broken when shipped and they would have to order another one but they would come instal the rest. Workers showed up and not a single one of them could speak English. They ripped out the old windows and installed the new ones. The front windows were wrong and not what I ordered. They failed to caulk the windows properly. I contacted Window World and the lady laughed when I could no speak to the workers as they spoke no English. She said yea we get that alot from customers. I was told a supervisor would contact me. I spoke with supervisor but he was no help at all. May 9 an employee came out to install the last window that was needed. He had a completely different window than what was installed. He stated the workers must have taken the others apart and installed just the glass. It was told a supervisor would be contacting me and the correct windows would be installed. June 2, I called to find out an update on my windows and was told they have no idea what I am talking about. They sent me an email with several people attached. I was asked to take pictures of the windows I am needing and they would get back to me. June 9, I sent another email asking what is the deal with the windows and a supervisor called me. He stated he would come to my residence on Friday June 10 and look at what is needed. He never showed and has yet to call me back. June 20, sent a text message to the supervisor that was suppose to come to my residence and still nothing. I am paying for windows that are not completely installed. This is completely unprofessional.

  

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/06/22) */ Window World has reached out to the customer and have set an appointment with the Field Supervisor to further inspect this matter with the customer. Consumer Response /* (3000, 7, 2022/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) They set up an appointment for 330pm on June 22. This supervisor texted me at 329pm on that date saying he has been out sick all day and could not make it. So here we wait again. Business Response /* (4000, 9, 2022/06/24) */ Window World apologizes for this matter. A new scheduled appointment has been set.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  last year I had Window World install 7 new windows in my home. Other than having to wait months to get them installed everything was fine. About 3 to 4weeks after the windows were installed I noticed the caulking around the windows was very dirty and black with debris stuck to it. I cleaned the caulking with soap and water with a toothbrush, this lasted about another week or so before becoming dirty again. I contacted Window World to voice my concern with this issue as it did not seem right. The caulking was very tacky and sticky. Window World (weeks later) sent someone out to check this issue. That person advised me that the caulking was either defective or the incorrect caulking was used by the installers. He also confirmed that it should not still be sticky or tacky as it was. He told me that Window World would contact me to schedule a date for someone to come out and fix the issue. Some weeks went by and I had not heard anything from Window World so I called them, they set up a date for someone to come out about 3 to 4 weeks later from what I recall. The day before the scheduled date I received a call saying that had to cancel and they set up another date with me a few weeks from then, once again the day before I received a call saying they had to cancel. None of these were cancelled on my part, this went on a few times and just ended up pushing the repairs back a few months. Then once someone came out they advised that they were only going to paint the caulking and not change it. This was not something I was happy with and once this person was finished the windows looked even worse than before. As you can see in the photos, some of the window caulk was not even cleaned and he painted over dirt, not all of the caulk around the window was painted, on one window he used acetone to clean something and it ended up getting on the siding of the home and staining it (you can see this in one of the photos). I called Window World back and the back and forth began.

  

  Business response

  06/28/2022

  Business Response /* (1000, 6, 2022/06/16) */ Window World has reached out to the customer and set an appointment.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased windows and doors 3/2019. We opened and cleaned windows a couple months ago and have been unable to get them locked. When I called I was told they would send me a video to watch. They did not. I looked online on their website and followed instructions. They still wouldn't lock. I then called and was told I would have to pay $75 before they would even schedule an appointment even though we have an all inclusive lifetime warranty. I was also told the windows won't lock because we were not pushing the top window all the way up. My husband and I both have tried pushing these windows back in position to no avail. There is something wrong with a window if it is this difficult to get back in position to lock. It is a security issue and it is also Hurricane season and we have windows that won't close all the way.

  

  Business response

  06/09/2022

  Business Response /* (1000, 5, 2022/06/09) */ Window World is actively working on a resolution with this customer. We have reached out to the customer and set an appointment. Consumer Response /* (3000, 7, 2022/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The person I spoke with was very courteous and scheduled an appointment for 6/21. I will accept the response once job has been completed. Business Response /* (4000, 9, 2022/06/13) */ This is correct, Window World has a set appointment for 6/21/22 to assess this matter. Consumer Response /* (450, 15, 2022/08/12) */ Window World has honored their commitment.

• Initial Complaint

  05/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 2/3/22 I purchased windows from Window World for $8027. In my contract, it is stated that I purchased 1x4 trim to be installed on all windows. The crew installed 1×3 trim on all windows and did such a poor job it will likely cause water damage to my home. The trim was scrapped together with frayed ends and the caulk missing in many places. The siding on the house was not cut back far enough in most places that it causes the trim to stick out and hold water. I have reached out to window world for a resolution many times now, but the company will not return my calls or emails.

  

  Business response

  05/23/2022

  Business Response /* (1000, 5, 2022/05/23) */ Window World has reached out to the customer and set a scheduled appointment with the Field Supervisor and crew to address trim/caulk issues. Consumer Response /* (2000, 7, 2022/05/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) If the company completes the job as stated in the contract without inferior work, I will be satisfied. Consumer Response /* (3000, 12, 2022/06/01) */ The business scheduled themselves to come out today 6/1 and have not showed up or called. I want to reopen the complaint. Business Response /* (4000, 14, 2022/06/02) */ Window World acknowledges this matter and had to reschedule the appointment for a Field Supervisor to be available onsite. Consumer Response /* (4200, 16, 2022/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't trust that they will make good on their word at this point. Business Response /* (4000, 18, 2022/06/06) */ A new scheduled appointment has been set for a Field Supervisor to be onsite. Consumer Response /* (4200, 20, 2022/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business has once again failed to show up on the scheduled date to complete the job. They want to reschedule for tomorrow when the supervisor cannot be on site. I have been incredibly flexible with the resolutions to this issue, but I feel I am now being taken advantage of. I want the price for this job to be discounted now due to the fact that I have had to prepare for their arrival numerous times that they have failed to show up, I have had to provide their crews with tools and equipment to complete the job. Consumer Response /* (3000, 23, 2022/06/11) */ ***Document Attached*** The business installed the picture window incorrectly and have had to remove it for a 3rd time. The window was installed such that water would be directed into my home and was left that way for weeks. When I purchased these windows I was told this was a 1 day job. It has been MONTHS now of people removing and reinstalling windows and trim and damaging my walls forcing me to remove and replace my furniture repeatedly. When I called the manager, he denied my call. When the worker called him, he picked up immediately and shrugged me off. He laughed at me for being upset at the job that was done and acted like I was insane for being upset about the window installation. I should not be expected to pay $8k for a job done by folks who were clearly untrained an unqualified to be doing it in the first place. Business Response /* (4000, 26, 2022/06/13) */ Window World has completed this project on 6/11/22. Window World Field Supervisor has been in contact with the customer. Consumer Response /* (4200, 28, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) A supervisor has not been in contact with me. He has rejected my calls. The business needs to contact me regarding this job. I have not accepted the work. They finished work that day AFTER DARK in the pouring rain and expected me to be able to view the work and approve it. Business Response /* (4000, 30, 2022/06/15) */ Window World has reached out to the customer and have set an appointment to complete the customers additional concerns. Consumer Response /* (4200, 32, 2022/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have requested a reduced rate of $4,000 due to the untrained labor that was used to complete the job. Business Response /* (4000, 34, 2022/06/28) */ Window World has completed this project. Window World has been in contact with the customer. The customer is satisfied with the outcome. Consumer Response /* (2000, 36, 2022/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩