ComplaintsforWindow World of Omaha

• Initial Complaint

  09/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We’ve spent about 35 thousand dollars with windows world for new windows, siding and gutters. Initially the promises made by sales started falling apart almost immediately. Promised real wood molding- they installed particle board so we had to have it redone several times to no anvail and the quality of work is atrocious. There are huge gaps in the corner cuts way too big to putty. After multiple attempts to redo molding I quickly realized the quality wasn’t going to get any better. The guy doing the molding would come and go as he pleased often leaving early for all kinds of various things. Next came the siding crew, the employees did not speak any English at all and it was impossible to communicate with them. There were two guys that put up gutters and siding, they lost the wires to my doorbell and never could fix it so now I no longer have a front doorbell. The quality of work was subpar, they skimped on nails in the fascia and within the first couple months of completion I had parts of gutters fall off and fascia falling off my house. I currently have a large price of fascia missing from the back of my house bc there were not enough nails used and the company wants me to pay to have it reinstalled. They cannot provide me with what my warranty covers and they go weeks and months sometimes without responding.

  

  Business response

  12/06/2023

  Hi ****
  While we will admit fault for a lapse in communication, via text message, on September 15th & 16th of 2023, regarding the warranty work needing done on the fascia, we will stand by our workmanship, our warranty, our customer service and the completion of your window and siding projects.
  
  Each of your listed concerns will be addressed below:
  
  Real Wood Jambs & Casing: Our owner had been out to the property on multiple occasions to meet with you (Sam) and Mary to address any and all concerns regarding the jambs and casing installed on the several of the windows. Window World realizes that the initial trim work done was unsatisfactory, however, you and Mary did not want Window World to redo the trim with real wood and that you were going to do it yourselves. At that point, Window World discounted $300 to compensate you for that work, agreed upon on July 29, 2020. Shortly after that discount was given/applied, Bryce had a conversation with a family member who was acting as the spokesperson for Mary at the time. Together, it was agreed upon that Window World would provide an additional discount of $1,994 to satisfy that family member’s wishes of Window World not needing to redo of fix any additional trim work around the windows. ALL window issues have been resolved. If there are additional window issues that fall under the warranty, they can be addressed by calling into the Window World of Omaha office and reaching the Service/Warranty department. This is only going to apply to the window manufacturer’s warranty.
  
  Siding Crew not speaking English: This is a very discriminatory complaint and Window World will not address this perceived issue as it is not relevant.
  
  Doorbell Wires: This issue has been addressed.
  
  Fascia/Gutters: Window World was never made aware of any gutter issues. The piece of fascia that blew off the property was due to storm damage and high winds, not due to the installation a “lack of nails”. Storm damage can occur the day after an install or a year after an install and the material costs would still not be covered under the warranty & would be the responsibility of the homeowner. This was communicated to Samantha in September of 2023. It has been communicated with Samantha that Window World will absolutely install the new material but the customer is responsible for the cost of that material. The text message that was sent to ***** on September 15th was not responded to as it was overlooked and that was a communication error on Window World’s part.
  
  Moving forward:
  Window World of Omaha will be contacting Samantha to attempt to resolve this together so the use of BBB as a mediator is, hopefully, no longer necessary. We are willing and able to install the piece of fascia that needs replaced. Window World will contact Sam next week. 

• Initial Complaint

  10/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On March 11. 2022, I requested a quote from Window World to purchase a replacement window. The sales rep by the name of Todd ***** was sent to my home to provide a quote. Mr. ***** was not the best salesman in providing customer service. Compared to other salesman I have dealt with in the past from Window World, they were by far the best. In the past, I have purchased several windows from this company when they went by name of ****************. B\etty was the owner and she provided extreme customer care and she was also extremely customer focused. I have already put down payment in the amount of $****** for windows I still do not have in my possession as of yet. When I discussed the timeframe with Mr. ***** on when I would be receiving the one window I ordered, he stated they were several months out. In fact, Mr. ***** stated I would receive these windows by the September October timeframe. I then informed to Mr. ***** by that time, I would be ready to receive the one window I purchased. I called back in September and spoke to Hannah. I asked Hannah when where my windows coming in. I informed to Hannah I had not received any notification or any status updates. She stated someone would get back to me because what I signed for was written in the contract. A couple of weeks ago I called and asked Hannah again what is the status of my windows. Again no one called to provide any updates. She stated I would have my windows at the end of September. End of September came and not windows. I then spoke to Bryce who is the owner and asked the status of my windows. After going back and forth he stated the week of October 9th. I received an email on October 3rd stated it will be another 4-6 weeks before I receive my windows. The contract I signed and agreed to was for my windows to arrive within 24-28 weeks. This has now been 30 weeks and two days and I still have not received my windows. I request my money refunded back immediately. Window World broke the contract

  

  Business response

  11/29/2022

  Business Response /* (1000, 5, 2022/10/10) */ Hi Sheryl, We apologize that you haven't had the experience you were expecting. The email you received that indicated we would receive your product within the next 4-6 weeks is a generic email to our customers whose product has been released from our manufacturer and the timelines vary, based on the product. The email probably very misleading and frustrating especially since you had just spoken with our owner regarding your time line. The information that our owner gave you is correct so you can disregard that ETA email. Your product is shipping from our manufacturer on 10/10/2022 (today) and we will receive it on our next delivery which is Wednesday, October 12th. We understand you'd prefer a Saturday install and we will be in contact with to make that happen. I am sure Bryce spoke with you about our delays on the phone call you had a few days ago. Unfortunately, we are playing some catch up and are continuing to navigate the varying product delays from our manufacturer. We are looking forward to installing your window. Thanks for any understanding and patience you can throw our way. Thanks, window World Management Consumer Response /* (2000, 7, 2022/10/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as my window is going to be received on the next delivery, I am ok with that. In the future, I ask the business to review their policies when it comes to providing status updates to the customers. This is how you lose your customers and lose your 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. ↩