ComplaintsforWindow World Of The Capital District

• Initial Complaint

  08/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 19 windows in May of 2021- MULTIPLE mistakes ( wrong size windows received, incorrect windows received 5 times) I still am waiting for the replacement of a window due to a chip in the glass. I asked to speak to the manager MULTIPLE times with no response (until I said I would not pay them) he offered to take off the price of 1 window- not enough. Its been over 2 years. The salesman measured wrong to begin with, then ordered the wrong windows. This is totally unacceptable.

  

  Business response

  12/26/2023

  BBB spoke to Nick at business and the following was relayed:

  We have left the customer multiple messages that the sashes are in and to set up an appointment to install. We left a voice message on August 4th, September 26th, 27th, and 28th with no reply back. Our installer also direct messaged her on Facebook with no reply back. We just need the customer to contact us to schedule an appointment.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  New windows ordered for our home 6/21 and were installed 1/22. After installation issues were noted with ice on hard wood floor in front of new sliding door and on multiple window sills. Significant condensation on both upper and lower panes of bedrooms windows. At that time contacted Albany office with contractor arriving 4/13/22 to reset sliding glass door and build J channel exterior, locks were noted not to align on one window which was to be replaced. We were informed at that time by the manager that came out, that the windows needed to adjust and sit longer which would result in a decrease in condensation within the year. Several months passed with continued condensation with significant ice build up once again on sills and hardwood floor noted in February. New pics taken in February of 2023 more than a year after installed to show this. It should be noted that the bedroom windows with the most condensation are also the coldest rooms in the house. Window world Albany office contacted again regarding ongoing issue with no return call after one week. Corporate office then contacted with report that owner of Albany office would call which did not occur. Corporate office recontacted again with no return call. Person at corporate office that initially answered the phone stated there should not be any condensation with these windows. What we purchased was a 10 year warranted window, at this point all windows other than the kitchen need replaced because they are junk. Moulding placed around windows cracked in several spots with overall poor workmanship. The attached pictures speak for themselves.

  

  Business response

  03/16/2023

  Our office has now left two voicemails on the provided customer phone number. We had a service appointment scheduled for 5/14/22 to address an issue with the sliding glass door, which the customer canceled stating it was not needed. We will happily visit the property to address any ongoing concerns with product or installation. Please contact our office at you earliest convenience. 

  Customer response

  03/16/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  We contacted Window World of Albany 2/28 at 9:14 am with the receptionist pulling our file and leaving a message for the manager. No return call was received. The corporate office was called 3/8 and again 3/9 to report issue and we were informed the Albany office would call. 3/10 a call was received to my spouses phone when he was out of town. The second call was just received today. Yes we did cancel the 5/14/22 appt as they were just going to reset the sliding door which wasn’t the primary issue.Our bedroom windows are the primary issue. At this point I am concerned about having them return.  Regards,  ****** ******* 

  

  Business response

  04/28/2023

  BBB spoke to Nick at business and the following was relayed: We did go out there on a weekend and spent the day addressing and rectifying the complaint issues. This was resolved.

  Customer response

  04/28/2023

  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.   Regards,  ****** ******* 

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently had windows and a new front door installed. The windows installation went great and very happy. The front door installation had issues that have still not been resolved despite multiple calls. The front door had a manufacturer defect with quality control, which resulted in a gap between the door and threshold. Replacement parts were ordered but nothing has been scheduled to fix the door despite multiple calls. We had communicated to the sales rep that we wanted to keep our screen doors because they were fairly new. It was never communicated that there was a risk of the doors not fitting the new frame. The screen doors were taken from the property. I have asked them to be returned and still awaiting a response. I am hoping the doors will be returned once the repairs are scheduled. If I had known the front doors would have issues with screen door comparability or even a risk, we would have not purchased the front door. With twin young children, a screen door is key in the warmer months when to watch the kids when outside. I am disappointed with the quality and lack of transparency in the potential issues. There has been no solution provided to deal with these issues or a timeline with the repairs. need to call multiple times to get a return call from the store manager. I am requested repairs as soon as possible to fix the gap, return of my screen doors (or reimbursement if gone) and a refund of $1500 to find screen doors that fit and installed.

  

  Business response

  12/17/2021

  BBB spoke to Nick at the business and the following was relayed:The new parts for the manufacturer defect have arrived. I have reached out to the customer on Tuesday to let her know. We are trying to schedule a time to address the threshold issue and bring back the customer's storm doors. As far as installing the storm doors, that is not a service that we offer or have offered for over a year and it is not listed in the contract. Part of the reason is that installing a storm door to the new doors she just purchased voids the warranty, so it is not recommended.

*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. ↩