ComplaintsforWindow World of NW LA

• Initial Complaint

  02/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Signed a contract on October 19, 2023 with Window World of Bossier City to replace an outside carport door with a new one. Company said the work would be finished in 12 weeks. It’s been 17 weeks. They haven’t contacted me, and haven’t returned my calls.

  

  Business response

  02/06/2024

  Good afternoon Mr ******.   I apologize for any inconvenience, however we have had some delays from our manufacturers from the holidays then with ice.  Our office will be contacting to you to get you on the installation schedule.  Thank you for you patience and choosing Window World and we will get you completed as soon as possible.Thank you

  Customer response

  02/16/2024

  The company, Window World, has not satisfied this complaint.  They said they would install the door on February 28.  But they have mislead us so many times, I’ll believe it when I see it.  

  

  Business response

  02/19/2024

  Unfortunately, shipping from the manufacturer was a little behind.  However, we did receive the door and customer has been scheduled since the 2/12/24 for installation on 2/28.  We have spoken to Mr ******** wife.  We have phoned several times and the wife is usually the person who answers.  Customer is scheduled for the door installation on 2/28/24.  Thank you
  

   

   

• Initial Complaint

  08/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 27, 2022, I placed two cash deposits down for Window World of Northwest LA to install a Metal Patio Cover and a Sliding Patio Door. I have had problem after problem since the moment I entered into an agreement with the company. But, THIS particular complaint is because I have reached out to this company 16 times since July to come and fix the leaking patio they installed. I have called, left voicemails, sent emails, and sent Facebook Messenger messages, and gone to see the owner (Mr. Dunn) in person about this issue. Last week when I went to see Mr. Dunn, I sat in his office and spoke to him about this concern. He said he had no idea about it because the office workers had not informed him, but that I wasn't the only one who had a leaking patio cover. He then called his worker (*****) right in front me and told him to come to my home on that Friday to fix the leak. My husband was once again home and did not see ***** that day. It rained again the very next day, and the rain leaks honestly seem to be worse! I have multiple videos from July to the present showcasing these leaks. After spending $3,900 on this patio cover and $1,550 deposit for the sliding door, this is completely unacceptable and frustrating! I feel like I am being taken advantage of and not taken seriously. From the beginning the workers brought the wrong materials, left paint on our patio ground, left the frame pretty much unpainted, and never showed up when they said they would. To get THOSE issues fixed, I also had to call multiple times with no answer and ended up going to speak with the owner TWICE before the issues were resolved by a different worker. Before they "installed" my patio cover, I could only sit on my patio if it was sunny outside; now, with this leaky work, I can still only sit outside on my patio if it is sunny. As newlyweds, my husband and I worked quite a few extra hours to save the money to try to update the our brand new house. I no longer have trust in this company.

  

  Business response

  09/14/2022

  Business Response /* (1000, 6, 2022/09/07) */ We are in receipt of your complaint. You have a legitimate reason for your complaint. As you stated we sent ***** back multilple times. We want your canopy to work correctly. The last time ***** went, he installed flashing above your canopy and under your roof. You are still stating the canopy is still leaking. I would like to meet both of you and my salesmen and ***** at your house to resolve this leak issue. About your patio door, this is a separate contract and your door is in our warehouse. We are not able to refund the door because it is a custom made product. We are willing to give a discount to compensate for the canopy problems. We are very good at windows and doors and have been installing them for 13 years in Shreveport bossier area. It is our goal to resolve the issues and complete our contracts with you. I can meet next week on tues or wed any time. Sincerely, **** DUNN WINDOW WORLD OFFICE XXX XXX XXXX Consumer Response /* (3000, 8, 2022/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) We must respectfully reject Mr. Dunn's response to this because we only want a refund of our deposit we gave them back in April. My husband and our large breed barking dogs were home both times ***** supposedly came by to fix our patio leak. If he came by, he didn't knock, call, or leave a message either time. In fact, he is the reason we now have security cameras attached to our home. The company also didn't call us to Follow-up by asking whether he showed up or ask if they could stop by to check on his work or give any before/after pictures. It should have never leaked. It shouldn't have taken nearly 2 months to be addressed properly. It shouldn't have taken me calling the company or me seeing the owner multiple times or the company saying the office workers had not told them of the leak even though I had been calling/emailing for weeks at that point. This leak was my final complaint in a long list of documented complaints in this process. It shouldn't have taken a BBB complaint at all. I showed photos and sent videos. ***** clearly proved to be unable to do this job professionally or effectively yet they kept sending him out to us or allowing his hired hands to do his work. I have a whole list of the complaints I shared with them throughout the process. Yet, no one answered my follow-up calls or emailed video of just how much it was still leaking. We received no call as usual about anything until yesterday, on the final day the company was required to respond to this BBB complaint. With all of this and noticing other recent poor reviews about their door installation processes - some from just 2 months ago - we are respectfully requesting that the company do the right thing and provide us with a refund of our patio door deposit so we can part ways. This is especially since the work has not begun or been scheduled and the door had not been delivered prior to me officially submitting this BBB request on August 24, 2022. I even emailed and sent a facebook message trying to get ANYONE to contact me. If the door was delivered, they didn't call us until yesterday - the last day of the BBB complaint - about it. A leaking Patio Cover is one thing, but that door requires them to cut into our brand new home. We cannot risk the cost, time, frustration, and continued stress on my on health just to risk them messing that up as poorly as this Patio Cover situation or as poorly as the reviews that have been left since we made that deposit. For example, we reviewed our receipt from their new tracking system, and it states that they ordered us a 6-foot door. This is a problem because our original estimate receipt states that we ordered a 5-foot door after my husband and their salesman measured. We re-measured and there is no way a 6-foot door can even fit that spot. Yet, both sizes are somehow listed at the same exact price on both sheets - even with a foot of difference in glass. This is all an issue because it is exactly how our patio cover situation began: with us being delivered the wrong materials and them taking forever to fix the error. Honestly, if it hadn't rained when they delivered our patio cover items, they would have actually installed the wrong materials. The rain allowed me a chance to look at what they brought and notice it was assigned to an entirely different house and was the wrong color. So, we are honestly already off to the exact same poor start with the door installation. That is not a promising sign, and it is too important to ignore. Mr. **** left me a voicemail yesterday saying exactly what he said above. - except the discount price part. This is the first I have heard from him since my visit prior to August 19. My husband and I have been requesting a refund of the patio door since we first notified them of the leaking Patio Cover back in July. We would still like Window World of NW LA Bossier City to refund us our $1,550 deposit in order to consider this issue resolved. They have not begun any work on it nor called us to schedule an installation. This is a far riskier installation process than the almost 5 months of issues that has been the patio cover. The work on the first job has shown us over and over again what we will endure as the customer. The recent reviews have also shown us as well. No one wants to or should have to do all of that - especially after paying thousands of dollars. This is our home. Our first home. As is such, we hope Mr. Dunn will understand why - after all of this every step of the way - we are no longer comfortable with his company cutting into our home. Please have a change of heart and grant us our refund so that we can all move on. Thank you. Business Response /* (4000, 12, 2022/09/12) */ I am in receipt of your response. We do have your patio door. We agree to your terms. The door will be here when you are ready to pick it up. Let us know a date and time. Thanks **** DUNN WINDOW WORLD OFFICE XXX XXX XXXX

• Initial Complaint

  10/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/14/21 a Window World rep measured, scheduled, and quoted $2,798.00 for seven windows. I paid half ($1,399.00) up front according to policy. A crew installed the windows on 8/24/21 and I paid the balance. The next day I noticed gaps and improper fitting with the 3-pane slider window in my living room. Pieces of exterior vinyl from the window were lying on my hedges and on my front lawn. After I called, two guys came out. One was one of the installers the other one was new. The new guy said the installers were inexperienced and that he had the most experience. He usually oversaw installations but didn't that day because he was out sick. He apologized. The original installer caulked around the window on the inside of house, while new guy examined the gaps and missing vinyl on the outside. My curtains have spots of dried up caulk on them. New guy said he would report it to the office, but I never heard back from them. I called the office each day for about a week, attempting to reach the owner, but only got the receptionist who either continued to put me off by saying the owner wasn't available or avoided picking up the phone altogether. I finally reached the owner by calling from another number. She sent the rep back out who briefly looked at the window, didn't show too much concern, offered to replace the screen, and left. I haven't heard from him since. I am highly disappointed in this company. I worked hard - two jobs - to save up money for this project. I was so excited and felt good that I was working with a reputable company. Now I have this problem and am afraid to think what might happen to my home with winter approaching - cold, rain, snow, critters, etc. I even called the corporate office and complained to someone but no one has reached out to me yet to offer an apology or a replacement. I am disgusted, frustrated and very unsatisfied. I hate to see anyone else get burned by this business.

  

  Business response

  11/16/2021

  Business Response /* (1000, 5, 2021/11/04) */ We are in receipt of this complaint. Our goal is to get ****** satisfied. We sent out our guys to assess the situation. Also the owner talked to her and wants her taken care of. We discussed with the installer about this one window. We are now going to be rescheduled to adjust this window and make sure that it meets her satisfaction. We will get in touch and get this scheduled. ****** has a warranty with us now and anything comes up in the future we will be glad to take care of it. Thanks **** Dunn 5903 E. Texas Street Bossier City, LA XXXXX

*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. ↩