ComplaintsforWindow World of Cape Girardeau LLC

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A few years back, Window World replaced all the windows in my house. My wife handled all the details, and I don’t remember much about it. I do remember that when their crew showed up, they looked like a bunch of ex-cons. Since I evaluate work objectively, I didn’t care how they presented themselves. That crew installed my windows quickly, professionally, and with a high level of competence. There have been zero problems with my windows since the install. If someone were to ask me about WW at that time, I would have given you a positive referral. Ove the years, I have watched WW commercials on ******* **. The demonstration where they drive the truck on the window frame is a good selling tool. It gives the appearance that they sell a quality product. Not sure if that is **** in the commercials, but the spokesman gives off an honest, ethical appeal. When we needed siding for our rental house, we decided to give them a call. The first interaction was with a husband-and-wife sales team out of Grandin. They presented themselves very well, drove a nice truck, and did a great job with their sales presentation. We negotiated a deal, and they were very up front about the timeline. Due to supply chain issues, they told us that it may take 3-4 months for the install. We told them that wouldn’t be a problem. Before I start ********, you should know that I’m easy to please. I only write these letters when I feel like I’m getting ripped off. I also write this letter to warn the general public about companies like Window World and people like **** ******. The Installers Show Up My wife told me that the installers would be here on Monday, April 4th. Since I had agreed to take off the old siding, I busted my *** all weekend to prepare for their arrival. I assumed that Window World would show up Monday, work for 3 or 4 days, and be done by the weekend. I would like to make a note of the fact that when Window World showed up, the house had no siding on it. The work crew consisted of Mr. ****** (40 years old) and three helpers that looked to be high school age or a little older. Mr. ******’s truck was a piece of junk, his trailer was a piece of junk, and his appearance was less than shabby. Not only that, but Mr. ****** was also a poor communicator in every sense of the word. If I had seen this crew before I paid half of the money, I probably wouldn’t have signed the contract. The first thing Mr. ****** told me was that rain was in the forecast for Monday and Tuesday and that they were just there to drop the trailer. I told him that I had just watched ******* ** weather, and that rain was not in the forecast. He ignored me and left. Monday and Tuesday were ideal days for any type of outdoor activity. I assumed that the WW crew had work elsewhere. On Wednesday, the crew showed up about 11 and left about 2. They hung about 3 sheets of siding and trimmed a few windows. On Thursday they showed up about 9 and left about 2. On Friday they didn’t show up at all. At the end of the first week, about 1/6 of the front of the house had been sided. I was not a happy customer at that time. I was prepared to call **** on Saturday morning, fire Window World, keep the siding since I’d already paid $4200, and hire a local to finish the job. At that point, I realized I had made a mistake by using Window World. Saturday and Sunday Morning The couple that rents my house are teachers. On Saturday and Sunday mornings, they like to sleep in because they are tired. Mr. ****** shows up at 7:30 Saturday morning to finally start working. I was happy that they were there, but I was unhappy that they were there for the whole weekend. If they would have worked Mon-Friday like they were supposed to, the weekend would have been much more enjoyable. I estimate that the job was about 1/4 complete as the first week concluded. More of the Same The next week wasn’t much better as it did rain on a few of those days. However, even on the days that it didn’t rain, work was spotty. Very little progress was made on my house during the 2nd week. It was during the end of the 2nd week that I phoned ****. I wanted to know why his crew wasn’t working on my house even though the weather was nice. **** informed me that they were installing windows at another job which made me a little angry. I might have told **** at that time that Mr. ******’s crew wasn’t competent. This assessment was not only based on their work ethic, but also on their quality of work. I will address the quality issue later in this letter. Not sure if my conversation with **** helped, but they finally did complete the job 18 days after they started. Not sure how many times they came to my house, but I estimate 8 to 9. I was glad to be rid of them. But Wait, There’s More! I wasn’t home when they finished to inspect the final product. However, I went over the next morning to look. One of the first things I noticed was on the back deck. The handrail was not attached to the house and the previous siding ran behind the handrail. For some reason, Mr. ****** thought it would look better if he trimmed all around the handrail. Since I could see the R-board behind it, I had Mr. ****** come back to my house and fix it. I would also like to point out the rough edges on the trim. That is pretty much how they all look, every window, every door. The siding is already coming undone! Issue #1-It’s only been a few weeks since install. Most of the problems are on the front of the house, so they are highly visible. The first issue is under the windows on the front porch. As you can see, the siding is already coming undone because it wasn’t installed right from the concrete to the window. I’ve tried popping it back into place, but it pops right back out again. Thing is, I showed that problem to Mr. ****** while he was here, and he still didn’t fix it. Issue #2-It’s like they are in kindergarten and can’t color inside the lines. I have no experience installing siding. However, with absolutely no experience, I think I can do better than your professional installers at hiding my lack of skill. It’s obvious that that your guy didn’t measure twice before he cut this corner piece. Instead of getting a new piece and doing it right, he backfills the hole with caulk and patches it. Then he slops blue caulk all over my drainpipe like he’s on a three-day bender. This is on the front porch BTW!! Issue #3-The straw that broke this camel’s back! I was going to get a real siding installer out here to fix issues 1 & 2, then I noticed issue #3. The gable on the roof has a problem. If you look closely, you will see that the 1rst and 2nd row of siding is starting to warp. Probably because it wasn’t installed properly and it’s too tight a fit. Issues 4-Electrical outlets When Mr. ****** installed the boxes around my electrical outlets, they were way out of square. So out of square that I could see it from the road 200 feet away. He attempted a fix after I complained about it. Can’t he see what I’m seeing. This guy is supposed to be an experienced siding installer. The bottom of every corner looks unfinished. Looks like they used a dull pocketknife to cut it off. Not only that, but they didn’t square it up with the siding. Issue #5-the back wall The siding on the back of the house was probably the worst issue that I had. The siding was out of square and was warping, cupping, and “oil canning.” This problem was a direct result of incompetent workmanship. At my request, **** sent a different crew to address my complaints. They fixed the glaring issues on the front of the house but ignored the warped siding on the back of the house. I e-mailed **** inquiring about getting a few boxes of siding to re-do the back. He ignores my e-mail. Problems persist Over the next 6 months, the siding buckles on all four sides. Not just in a spot here or there, but everywhere. Also have siding coming undone on the South side of the house. When I snap it back in, it comes undone again within minutes. Another issue was the 8-10 sheets of siding that are cupping (a contractor friend of mine used that term). When you look at the siding, it looks like it has bubbles in it. This problem is most evident on the back of the house, but I was seeing it above the garage door and other places. A contractor friend told me that the reason there is buckling, cupping, and siding coming undone is because the installers had no idea how to install siding. He said that the problems would worsen if left as is because the siding is too tight in some areas, too loose in others. The only fix is to take all the siding off and reinstall it. At that time, I requested a full refund so I could hire a competent contractor to do my job. The refund The original contract was for $10,472 but they told me I could save $2030 if I took the siding off myself. When Window World showed up, the house had no siding on it. **** sent me an e-mail with very specific instructions outlining his return policy. Here is the e-mail: Yes, we will give you a full refund. The following are the process to complete to get the full refund. 1. Have your new siding installer take off the siding. 2. Take pictures of the siding coming off the house. 3. Must be at least 10 pictures. 4. Have your new siding Installer bring all the siding to our store at *** ********** **** *********. 5. He must place all the siding in our dumpster. 6. Please call and schedule a time and date that I will be here. I must be present when he places all the siding in our dumpster 7. There are markings on the siding that indicate it is the siding we installed on your house. 8. At that point of inspection, I will give your new siding Installer a check for the full refund, so he may return to you. Thank you, **** ****** Since I was going to have to take the siding off the house again, I assumed a full refund was $10,472. **** told me that he would only refund the $8442 so he wasn’t going to give me credit for the 3 days of labor I’d spent removing the siding the first time. I was fortunate to find a contractor that would do everything **** requested for $8,470. When I told **** their quote, he stated that $8442 was all he would pay. I wasn’t going to quibble over $28 I just wanted a decent siding job on my house. My contractor returns the siding to 762 Enterprise The day (Thursday) that we took the siding off, I e-mailed **** 13 pictures of the siding coming off. He said nothing about the fan fold insulation on that day. The following Tuesday, I sent **** an e-mail telling him that my contractor would be bringing the siding to 762 Enterprise. **** requested the ten pictures again and I told him that I sent them last Thursday. I’m pretty sure that **** had already viewed the pictures from Thursday as we had e-mail correspondence after that. **** responded to my e-mail on Tuesday at 11:14 that the pictures I sent were fine. My contractor delivered the old siding to 762 Enterprise where it was inspected by ****. **** then gave him a check for $7092 which was $1350 short of the $8442 that he’d promised. The reason the check was short was because **** was charging me for the fan fold insulation. It should be noted that the contract doesn’t mention fan fold insulation anywhere. It should also be noted that ****’s return policy said nothing about the fan fold insulation. Would also like to add that **** said nothing about fan fold insulation on Tuesday when I sent the pictures or on Thursday when I discussed the return. If **** wanted the fan fold, shouldn’t he have mentioned that at some point. Pretty sure he was just taking advantage of my ignorance on the subject. I accuse **** ****** of shady and unethical business practices for not living up to his word. In Conclusion Over the years, I’ve owned 10 houses and had many contractors come and work on them. This is the 2nd time I’ve had a problem out of about 30 interactions. The quality of the WW’s work was way below average, and **** ****** is not an honest person. I consider myself lucky to have gotten the $7092 refund from him, but he still owes $1350. I’m hoping that filing this complaint may help me collect it, but if it doesn’t that’s OK. Just want to make sure that other consumers know to stay away from this company. Window World has an A+ rating with the BBB. How is that even possible? Even though I’ve never sided a house in my life, I think I could do better than Mr. ******’s crew by watching a 15 minute you tube video. The reason that I hired them was because I thought they were professionals that would do professional work. The crew I hired to replace the WW siding took three days to complete the job and did it right. That’s the way it’s supposed to be. Oh well. Better luck next time.

  

  Business response

  02/01/2023

  We sent out an Install crew around 04/15/22 to install siding.  **** had some concerns about the siding.  We set up the Installers to go back and meet **** and address his concerns. 

  **** called back in around June 1, 2022 with more concerns.  We sent a completely different siding Install crew to address his concerns.  Accprding to th Siding Installer **** was happy with all the work he did to address **** Concerns.

  Received a phone call from **** around December 1,2022, that he was not happy with his siding install.

  I told **** I will give him a FULL refund provided that he does return ALL the materials to out store.

  **** did not return ANY of the fanfold Insulation.  Please note on the contract that is attached Fanfold insulation is included in the siding.

  As soon as **** returns ALL of the fanfold insulation I will give him this refund of $1,350.00

  **** ******

   

  Customer response

  02/01/2023

  Complaint: ********
  
  I am rejecting this response because:1) The contract doesn't line item fan fold insulation 2) When **** e-mailed me the terms of return, fan fold insulation wasn't mentioned. 3) **** saw the pictures the day we took the siding off, said nothing about fan fold. 4) **** said the pictures with the fan fold still attached were fine two hours before the siding was returned. 5)I knew nothing about fan fold insulation. If I'd have known it was his, I would have returned it.

  On another note, **** owes me 2K for the three days I spent taking the old siding off and disposing of it. That was the amount the contract was reduced for my work. I had to pay the new contractor to take the siding off again.
  

  Pretty obvious that he was shady in his business dealings on more than one occasion. Also obvious that I'm out money due to his inferior operation. Definitely the kind of business that consumers need to be warned about. If that siding crew did other jobs, I doubt if this is the first complaint you've had about this company. Quality of work and work ethic was the worst I've ever seen.

  
  **** *****

  

  Business response

  02/06/2023

  1.  The contract DOES include fanfoldd insulation as part of the contract.  Sent previously.

  2.  The fanfold is included as part of the contract.  To get all the money back you have to return ALL of the materials.  You do not get free materials.

  3.  I asked him to send me pictures of the siding being taken down.  The fanfold insualtion was still up on the house.  I did not have to tell him directly to bring the fanfold.  Fanfold was on the contract.

  5.  Sorry he did not know anything about the fanfold.  It was on the contract.  You can not expect to get a FULL refund on purchase without returning all the materials.

  I did not agree to pay him any money for taking the siding off.  I was adamant that I would give him a full refund upon return of ALL materials.

  I do not participate in ANy shady dealing.  We have been in busidess since 08/2008.  We have installed over 100,000 windows.  We have installed over 3,000 squares of siding.  We have an A Plus rating with the BBB.  A company does not achieve that success by being a shady business.

  As previously stated I will send him a check for the $1,350 as soon as he return the fanfold insulation.  

  Now the question becomes.................who is the shady person...........someone who is trying to get a full refund without returning all the materials.

   

  Customer response

  02/06/2023

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

• Initial Complaint

  12/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered and purchased a window from them. The salesman came out to take the measurements and told me what I was getting. It arrived and I had to pay someone to make room for them to install due to me being disabled. They arrived and the window was not the right size. They said I would have to wait until they order another window and install it. I spoke with the owner and he would not take any money off due to their mismeasurement.

  

  Business response

  12/07/2022

  I am sorry for the window that was the incorrect size.  when the window comes in we will contact you and arrange a time to Install the window.

   

  From your message you had to hire someone to clean the area around the window.  During the process of the sales rep meeting with you, our sales contract, and messages we send to you about the Install we do discuss that you are responsible for the removal of all furniture and all other items in front of the window.  According to the Installer you did have a lot of items that must be removed from in front of the window.  

   

  I am sorry you had to hire someone to remove all your items in front of the window, however it is not Window World Cape Girardeau responsibility to move items in front of the window or to hire someone for you to remove items you have accumulated through the years.

  We will contact you as soon as the window comes in for an Install date

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Windows ordered Nov 21 and installed in Feb 22. Egregious issues with the window installation. One window was actually installed shattered out of the box and not covered and left that way until a replacement was placed in March. Other windows/frames were poorly installed/damaged. A representative from out of town finally came out to see the unsatisfactory workmanship and appeared appalled at the work. After he measured/took pictures I was again contacted at a later date and asked by WW to take more pictures and measurements myself, instead of sending a specialist out to measure and obtain missing serial numbers. A representative was finally sent out again to measure/obtain further information. Finally, on June 30, I received a communication that they would be able to come fix the issues. It was scheduled for July 5 (about 224 days after initial payment and about 143 days after initial installation). I was given a 30 min time frame that the crew would be there. I requested a supervisor be present due to the previous work and was told no extra personnel, other than the regular crew would be present. I showed up on time and waited until after the end of the time slot window, with no show/call. I left and alerted the office as such. They showed up late and started to work without my presence or permission and I asked them to please leave the property so that I could be present for the repairs. After that, I received no communication until a text on 8/24 stating that I requested work be done on Saturdays. This was never requested and that was clarified. I asked at that time, if since the installation has been ongoing and very problematic if the rest of the job could be written off and they not return as more damage could occur. It has been close to a year now since the windows were ordered and over 6 months since they were installed. In trying to schedule the work, I have found the scheduler to be inappropriate and somewhat rude/passive aggressive.

  

  Business response

  08/26/2022

  Customer has agreed via text to Window World Cape Girardeau to meet with install Manager on Wednesday 08/31/2022 at 7:30 AM and he will address all of her concerns.  

  Customer response

  08/29/2022

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

  It has taken Window World over 9 months to get to this point, with poor communication, no show/no call, and perceived aggressive/passive aggressive behavior at times.  In this time, the floors have been professionally refinished, the interior and exterior has been painted, as well as other expensive renovations.  Though Window World told us they could come out finally on 08/31/2022 (we were not given a choice of date or time), Window World has not agreed to protect the house and work that has been completed.  They have not yet agreed to be responsible for existing and further damages that have been done or could potentially be done by them.  On initial installation, wood was damaged, flashing was bent, windows and frames are damaged and installed poorly in many areas.  Due to the unsatisfactory workmanship and over 9-month long time frame; along with the perceived aggressive/passive aggressive and poor communication at times, we would like to dissolve the work relationship and contract, and not be asked to pay the remaining amount.  We have significant concerns that even more damage could be done to the house and do not wish to drag this business relationship out any further or risk damaging expensive improvements.  With the experience we have had so far, if anything else gets damaged we do not feel it will be taken care of.  From our perspective, the work and business ethic we have experienced is not what we were expecting from a large company; and have found the corporate office to be less than helpful in the situation.    
  
  
  Thank you so much in advance.  
  ********* **** ** *** *******

  

  Business response

  09/06/2022

  Over the last 2 weeks we have had several text and emails with customer.  We have expressed out desires to come and meet with customer and address all of her concerns.  However to this point she will not allow us to meet with her to address her concerns

  Customer response

  09/06/2022

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

  The response from Window World is not only false, and taken out of context, but also very concerning behavior. 

  Please see attached email chain with proof that measures were taken on our part to attempt to have Window World come to fix the poorly installed, damaged windows and frames.  All that was asked was that they provide written proof prior to the appointment to agree to take accountability for past and possible current/future damage that was or could be done as a result from Window World, or their employees and/or contractors - which they refused to do. 

  As plainly seen in the email chain, the last correspondences were from us, attempting to proceed with the repairs, with no response from Window World, Cape Girardeau - nor Window World Corporate.  

   

  The contract has been breached.  

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

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered windows on 1/20/2022 were installed on 2/25/2022 ordered 8 windows 2 casement, 5 double hung, and a slider. When everything was completed I noticed that the the slider I had picked from a book was wrong and the installer Danny said not a big deal he would call sales person and he would get it ordered and they would come back and they would install the right one. He said the salesman *** would call me back that evening but never did so on Monday 3-1-22 I called the office and ***** I think was her name which was very rude said the window you wanted cost more and I told her ever though it wasn’t my fault I’d pay the difference that I just want the right one because a single huge slider would be to hard for my wife to open because it’s behind a headboard and that’s why I wanted something that slid from both sides. A couple days later the salesman Called me back and said they would have to order another one and I would have to pay almost $200 difference, even though I thought that was wrong I told him to go ahead and do it I was tired of waiting for something that was already supposed to be done. Then on 3/4/22 a guy named mike called and said they would have to do another contract and not only would I have to pay the difference I would have to pay for the window they ordered wrong and the right one because I signed a contract which was just a description of the windows like I knew that wasn’t the one I picked out of a catalog

  

  Business response

  03/08/2022

  Please see attached documents.  Enclosed is the contracted signed by Mr. ******.  Also attached is the confirmation from our plant of the windows that were ordered.

  On the Confirmation from the plant you will see the description matches up with the contract.
  

  Mr ****** stated he had an incorrect window installed.  We installed all the windows that was on the contract.

  Before the customer signs the contract the sales rep, *** *********, goes over the contract with him of the windows he is purchasing.

  I did talk to Mr ****** and he stated to me he did not understand the contract and did not know what the windows were on the contact.

  I did ask Mr ******, why would you sign a Legally binding contract if you did not understand the contract.

  We can only order the windows that are on the contract.

   

   

   

   

  Customer response

  03/10/2022

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

  The windows that were ordered weren't the ones the salesperson spoke about.  I didn't know what it was called; I just told them what I wanted.  The window was supposed to be able to be opened on both sides.
  
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  July 2020, I purchased new windows from this company and paid them 50% down, and paid the remaining balance in 2021. The company could not get the windows for a year, then once they did get them they were the wrong size and could not be used. I do not trust this company or their promises, I asked to just get a refund so I could shop elsewhere. This company refused to provide me a refund. They have had my money since 2020, but never provided a product.

  

  Business response

  03/09/2022

  We have installed all the windows for her house that was under contract.

  She has paid us in full.

  We do not accept payment until the job is complete.

  I have asked her for permission for her sales rep, *** *********, to come back to her house with the seriel numbers we installed.

  Each window has its own individual seriel number.

  She has refused to allow the sales rep to come back to her house and review with her the windows we installed.

  I think the resolution to this, is to allow the sales rep, *** *********, to come back to her house and go over with her the windows we installed.

   

   

   

*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. ↩