ComplaintsforWindow World of Western Massachusetts, Inc.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last Summer Window World installed some gutters and gutter guards. I was told by the owner Tim that I could use some of my existing gutters to save money. Gutter guards are to prevent leaves and debris from clogging gutters and down spouts. After the initial installation I noticed there were gaps around the gutter hangers and leaves and maple helicopters were getting in. These were on the guards they had to custom fit because they were my smaller gutters. They came back and cut pieces of metal to put around hole and said that should be fixed. The installers were very helpful. This summer I had a contractor cleaning the algae off the underside of roof and moss off the roof. When he was on his step ladder he noticed the guards were not connected, there were gaps and they had shifted, allowing leaves to get stuck under roof lip and under the gutter guards. There was also sharp metal that was never trimmed. He showed me pictures and I immediately called window world, because they were under warranty. I had also sent Anna D the owners wife a text. They asked for the pictures and immediately responded, by phone call, they stopped putting things in writing, that Brendan (Contractor) had walked on them and they would not repair them. They told me I could have them come out for $199 to fix Brendan's damage.. If anyone had stepped on the gutters they would have fallen off house. This is a clear case of poor installation and a company that does not stand behind their guarantee. I am asking you to review the pictures and you will see. I am hoping to come to a peaceful resolution so I don't have to seek small claims. Thank you for your help. Sincerely,*********************

  

  Business response

  07/22/2024

  On September 25, 2023, the customer purchased an 8ft. patio door, three sections of new 6 gutters and leaf protection (17 section, 8section, 10 section), and 44 of leaf protection to the existing gutters. The gutters and leaf protection were installed on October 10, 2023. The patio door was installed on November 14, 2023. The customer was home for both installations.

  
  The next day after the gutter installation on October 11,2023, the customer called back because she changed her mind on how she wanted one of the downspouts angled. On October 18, 2023, we went out and changed her downspout at no charge.

  
  Two days after the last service, on October 20, 2023, the customer called with concerns about debris getting behind the gutter hangers on the span of gutter where we used the existing gutters and hangers. The leaf protection was installed differently on the new gutter sections versus the old gutter; due to the existing hanging system. The existing hanging brackets, require the leaf protection to be notched around the hanger. On November 6, 2023, we made a custom adaptation to add sections of leaf protection behind the hangers at no charge. Photo 1 is of the completed installed gutters and guards in perfect condition. Photo 2 is of the custom adaptation we made for the customer.

  
  The patio door was installed November 14, 2023. The next day after installation, the customer called with concerns over air leakage around the patio door. On November 17, 2023, we inspected the patio door and there was no air leakage. Patio door was installed to manufacturers specifications. Customer requested additional caulking on the exterior, which we completed as a courtesy at no charge.

  
  On May 18, 2024, customer called because her elderly father had caught his foot on the kickplate under the patio door and damaged the metal trim. In addition, he fell into the patio door screen, pushing the screening material out of the spline. On June 6, 2024, we replaced the metal kickplate at no charge to the customer. We also were not able to salvage the screening material as the screen had not just been pushed out of the spline that holds it in place, but the screen was so badly torn by animals that we screened the patio door screen at no charge to the customer.  

  
  On June 6, 2024, after we had replaced the metal kickplate and rescreened the patio door screen at no charge, customer let our foreman know that when she was trying to fix the screen herself, she overtightened the screws on the screen handle and broke it. Customer informed the foreman that she expected it for free for all the business she had given us. On June 11,2024, customer was called and notified that we had an extra patio door screen handle in stock and she was welcome to come pick it up at no charge.

  
  On June 22, 2024, the customer contacted us by email that she had a contractor cleaning moss off her roof and noticed her gutter guards were in disrepair and that there were photos. That same day we responded requesting the photos. This was a Saturday when we were closed. On Monday, June 24, 2024, we spoke with the customer who said the guards were not holding up well. We informed the customer that from the pictures provided, we could clearly see that whoever was cleaning the roof off from the moss damaged the guards. Moss in the gutters is clearly visible. Customer was informed that we would be happy to come out and repair for a service charge of $199. If we needed to replace any section of leaf protection, that would be an additional charge per linear foot. Customer claims that no one put any ladders on the roof and that the contractor got on the roof through a window. We explained that we could see a screw ripped right through the leaf protection. This only happened with force, not normal wear and tear. Customer said she was not happy and we would be hearing from her.

  
  This complaint was filed on July 10, 2024, and it is by the customers own writing, where they now state that their contractor was on his step ladder (no longer going through a window), to clean the roof. In addition, the contractor, in his text message states that he was wiping them off and caught his glove. Presumably trying to clean off the moss he pushed down onto the guards. We are not able to validate the customers  contractor, Brendan L, as we are not able to find any business listings for this individual.

  
  We have continuously gone over and above for this customer, and stand by our work, but we cannot be held responsible for damage caused by an unlicensed individual the customer had performing work on the roof. We feel the customer is now taking advantage of our past generosity. We are still happy to come out and repair any damage the customer may have for a service charge of $199. If we need to replace any section of leaf protection, that will be an additional charge per linear foot. The customer can then seek reimbursement from her contractor for this damage.

  Customer response

  07/22/2024

   
  Complaint:********
  
  I am rejecting this response because: Window World has exaggerated a story making me look like a person who calls constantly. Not true. Slider has nothing to do with gutters and Gutter guards are not installed properly. They state that they were walked on and that is untrue. If that were the case, Brendan would have fallen as gutters would not support a human. They are talking in circles and the bottom line is, they are not installed properly. 

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

  

  Business response

  07/25/2024

  We have laid out the dates and facts of interactions with the customer; no exaggerations. We never claimed that the customers contractor walked on the gutters. But a ladder was put up against the gutters, moss and debris was pushed into the gutters, and the contractor was handling the gutters and guards as he was cleaning off the debris. We provided a photo of the completed gutters and guards in pristine condition. The guards are now pushed into the gutter and a screw is ripped through the metal guard. This did not happen under normal wear and tear. No expertise is needed to make that determination. This happened during the roof cleaning by another contractor and we cannot be held responsible. We are happy to provide a service to the customer to make repairs, but there is a service charge associated with the service. Its unfortunate that this customer wants to use the BBB to extort free services and damage our family business reputation when we have only gone over and above to help this customer.

  Customer response

  07/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: They are exaggerating. The picture they show is from the gutters after installation. Anna told me Verbatum that Tim, her husband, said that someone obviously stepped on them. I can't believe the arrogance of this company. They are not installed correctly,  nobody damaged them and this is unacceptable. I find this to be a very unfortunate situation and if it can't be resolved than I will do as suggested and contact consumer affairs before contacting an attorney. It's a small town and stuff like this doesn't help a business that seems to be getting too big for it's britches.
  
  Sincerely,
  
  *********************

  

  Business response

  08/02/2024

  The homeowners complaints are false and have been confirmed to be so through her own words and pictures. The gutters and guards were in pristine condition when completed, as evidenced by the photo provided. While we have offered to provide a repair service, we cannot be held responsible for another contractor damaging the homeowners gutter guards while he was cleaning moss off her roof and be expected to do that service work at no charge. Along with filing this complaint, the customer has also taken to harassing our employees on social media with these false claims, trying to bully us into doing work for free. We are a family business with hundreds of positive reviews and have gone above and beyond for this homeowner making repairs at no charge, as we would for any of our customers that trust us with their home. The claims are false and slanderous, and the behavior harassment.

  Customer response

  08/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: The business has fabricated lies. I reached out to the foreman from the slider door because I know him personally.  I know he did not say what they said. I will state again, as the pictures I provided, the gutter guards that went with gutters were fine. The ones they had to make fit did not hold up, nobody stepped on them as Anna told me was Tim's response. Trying to shape metal around a hangar to fix gaps is what created problem. I would never have thought a " reputable " business would go to the lengths it has gone to in order to avoid admitting it might be faulty installation, it has not even been a year and they did not stay in place. I just want the guards removed and I don't feel that I should have to pay for that. If I threw around all the slander they are saying about me I can guarantee it would result in a lawsuit. The truth always comes out and it's unfortunate the length they are going to instead of fixing it. They are wrong and time will reveal that. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid Window World over $10,000 for 6 non-custom windows that appear to have a faulty install. They claim the windows have a lifetime guarantee. They appear to be pulling away from the house after a year. I called them to have them look at the windows to see if they can fix the problem before proceeding with legal action. They made an appointment for this morning, May 6 at 9am and no one ever showed up. For the INCREDIBLY high amount they charged me (over $1600 each for non custom vinyl windows) I would expect a flawless install and no need to chase them to fix their faulty install later. I feel that I have been de-frauded by this company and should not have paid such a high price for low quality product with faulty installation and complete dismissal of any service when I tried to give them a chance to fix it.

  

  Business response

  05/17/2024

  On December 2, 2022, the customer contracted with Window World for the purchase of six vinyl double pane, double hung replacement windows. The customer elected to add a black painted exterior finish and a woodgrain laminate interior finish. Both of these options were selected by the customer, and are custom options applied to the vinyl window extrusion. On December 5, 2022 the windows were measured for each opening in the customer’s home and custom ordered to the size and customer selected specifications noted above. On March 22, 2023 the windows were installed at the customer's home. The customer had interior trim they did not want disturbed at install and we installed the new replacement windows as an exterior install, butting the new windows up to the interior stops, spray foam insulating, and trimming the exterior in a black aluminum capping. (See before and after photos.)
  More than one year later, on April 29, 2024 the customer contacted Window World with a claim that the “windows were falling out.” We requested photos and customer sent one photo of the “worst window” and said her lawyer told her to give us a chance to come out and remedy any issues. The photo sent by the customer (See complaint photo) was of a gap in the extension jamb. I assured the customer that the windows were not falling out and that the extension jamb was an interior trim piece and was unrelated to the windows installed. Nonetheless, we wanted to help the customer and would come take a look at what was happening and tap the trim back into place at no charge.
  A service inspection appointment was scheduled for our Installation Manager to meet with the customer to address their concerns. The first date/time the customer was available to meet was May 6, 2024 with an arrival window of 9am to 10am. Due to unforeseen circumstances, our Installation Manager was delayed at a prior appointment and called and left the customer a voicemail message apologizing for missing the appointment and asking to reschedule at the customer’s convenience. The customer left a message for our office stating that “she does not want anyone calling her back. She will be moving forward with her legal actions now.” The owner of Window World also tried reaching out to the customer twice that day. The customer did not accept any of those calls, nor return any calls. Customer then immediately filed this BBB complaint the same day on May 6, 2024. We performed a visual inspection of the windows from the exterior of the home on May 8, 2024 and concluded that there is no issue with the windows (See inspection photos). If the customer would like to have us come out to address her interior trim issues, we would be more than happy to do so.

  Customer response

  05/23/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  After asking to correspond over email and receiving no reply I sent the attached letter certified mail on May 16, 2024.
  I have also attached photos of the corresponding exterior parts of the windows that appear to no longer be flush. I do not think this an issue that can be diagnosed from only looking at the exterior. All my interior trim is fine, the only gaps appear where the window was nailed into the house. I have waited the week to give them the time to reply to my letter and they have not.
  
  The first attached photo is of an exterior that is still flush and the others are the corresponding exterior corner of the interior photo previously uploaded. Thank you.
  Sincerely,
  
  *************************

  Customer response

  06/07/2024

   
  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.

  Someone came to inspect the windows today and we discussed what is going on with the windows and I am satisfied with our communication and working with them going forward so you can close this claim. 

  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. ↩