Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had windows and a front door installed by WW ,They were supposedly too be high quality thermal items. I had initial issues during the install that were corrected, I had 2 bedroom windows, one sliding Livingroom door, and one storm door to include the screen door installed .The price was 4500-5000,abot 2017-2018 they came out due to the sliding door leaking water, It was in the bottom right corner. The molding had been rotted and the carpet had black mold on it. The repair person stated that on the install the caulking had not been completed so he tore it apart and repaired the same. I had to pay to have the carpet replaced myself, Oct of this year I again had a wet carpet and black mold. they again blamed the caulking, but this time told me the caulking was not warrantied, and that it was my responsibility to check it or replace it every couple of years. He did recalk and i will have to again replace the carpeting I am 70 and have owned a few homes. i have lived in ** most of my life and never have experienced this issue .before. I feel the windows and framing they installed were sub standard for ********* at the time, and provide no thermal protection. my front door bolt lock is not usable in cold temperatures due to contraction/expansion issues. They worked on it once and will come again this winter when the symptom returns. FYI my bedroom windows have not leaked or had issues.

  Customer Answer

  Date: 11/27/2023

  My address is the location ********************** ********* 

  Customer Answer

  Date: 11/28/2023

  I think install date is 2017-2018. Window world has the date. They say glass is warranty not anything thing else

  

  Business Response

  Date: 11/29/2023

  **************** windows and patio door were installed in 2012. He called us in 2018 which was 6 years later to complain about the leaking patio door. At that time it was explained to him that he needed to maintain his caulking which after 6 years he had done nothing to maintain it. As a courtesy at that time we resealed his patio door with new caulk. He then came into the office on October of 2023 and had the same complaint. This again was over 5 years. Our field supervisor looked at his door and it was determined that the caulk again had not been maintained and had cracks in it. We also assessed the complete install which was done to industry standards. We had to explain to *************** that ***** is not a warranted item and it is a maintenance issue. We again caulked it for him and offered him some free caulk for him to maintain his Patio door.  

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid a deposit for two windows to Window World at the end of June 2022. We paid a 50% deposit of about $2500 and were given a timeline of 12 weeks to project finish. We were told we would not be contacted about our windows until they had arrived at the ********* warehouse and were ready for installation. At 12 weeks we had heard nothing from the company so I reached out to get an update. I was told it would be another 2-4 weeks before installation and was reassured it would be complete before the end of September. In October, the installation was scheduled. We were told it would be a one day installation but on the day the installers were not provided with the entirety of our order and left the project unfinished. Five days passed before I got a response from ** about our project. I attempted to contact them and was dismissed that they did not prioritize these calls. Following that they made several appointments to finish the project where their installers did not show up or showed up still without the necessary parts. The project was finished in November. We were discount 5% of the remainder owed which was about $250. After wasting so much of our time waiting for them and begging for basic information on a project we had already invested in, I do not feel that is an adequate amount and requested 20% off the total project. The ** refused and followed up threatening to send our bill to collections if we did not immediately pay before I could respond to her refusal email.

  

  Business Response

  Date: 02/10/2023

  We called ********* on 8/31, 9/21, 10/7, 10/20, 10/25 and we went back on 11/11 to install new casing. Her initial install was October 20th. She informed us of her wish to change the color of her window trim on 10/20,which we did for her at no additional cost, however that change did add a delay to get the new materials. Based on her limited availability of "Fridays only", we were only 17 days from her new forecasted timeline. We do not offer discounts for unforeseeable delays, which is clearly stated in her signed contract. The delayed timeline was a direct result of accommodating her request for a different trim color than what was on the original signed contract. We did offer her 5% off, and we sincerely hope she's enjoying her Window World products.

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been bullied and treated very poorly my ***********************, our sales person, and *********************, the franchise owner. 1. They have not finished installing our windows and have threatened late fees for incomplete work. Our bedroom window was installed with parts missing mid-June and two+ months later we are still waiting on repairs AND getting emails threatening late charges for delinquent payments.2. The patio door we ordered was to be custom fit and a bigger glass footprint than our original door. The original door was retrofitted with two frames to accommodate that smaller door size. The door Window World installed has a SMALLER glass footprint and the same double door framing/retrofit. When they came to our house they explained this is the biggest door we could get but that was never explained when the door was sold, measured or installed. In fact the installers told us a bigger door effectively could be installed.In response Window world has been aggressive, tried to over charge and ignore their mistake. We would like Window World to reinstall our original door OR remove the patio door cost from the invoice.

  

  Business Response

  Date: 09/01/2022

  1) We have asked that the homeowner pay for the work that has been completed. All the windows have been installed but during installation there were two sashes that we noticed that needed to be replaced. Those sashes were ordered and are expected in next week. We only asked that they pay the portion of the bill on the work completed. 

  2) **** the design consultant as well as our field manager and **** or GM have had extensive conversations explaining the patio door. The door itself is as big as it can be and still be able to fit inside the opening. During install the installers removed some filler boards from the original door. This gave the door about a extra inch. The new patio doors frame is wider than the original door which was installed prior to energy codes. The new door has a larger from that is needed to meet energy code which has been explained to the customers several times. The frame of the new door goes all the way to the studs with about a 1/2 space to leave for foam to insulate the door. During our visit we pulled the trim to show the homeowner that it was max ***** Window World has tried several times to work with this customer and has made the following offer.

  If the customer is unhappy with our patio door they can go to any other company and get a different door. When the door from the other company is installed Window World will pick up our patio door and they will not be charge for the patio door from Window World. The customer would pay for their own door from the other company and we will not charge them for the Window World patio door.