ComplaintsforWindow World

• Initial Complaint

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Signed order on 8/25/1822. ********* was spent. 2 screen doors and inside doors front and side. Replace the screen door that it was worp and the handle location of the screen door was bent where the handle is. I call the company today. They said it was not covered. The doors were installed in Nov 11,2022 Not even a year.

  

  Business response

  06/22/2023

  ***********************, owner of Window World *******, spoke with the customer today, June 22nd. He agreed to replace the storm door and no charge to the customer.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered doors/ window from vendor 7/13/2022. They were installed in November 2022, I was told that the correct screens were on sent and would come later. one door is still not even it is pushed up on the right side as evidence of the gap in the bottom. Screens brought out and were the wrong ones, then when they did arrive the main one I use is bent. This same door still does not close properly. They came out with WD to fix it. Then came out again to say the door is now bent, which should have never been installed. During the winter snow and rain came under the doors, they came and "addressed" the issue ie "Caulk" which should have been done during initial installation. Since the installation, they have been back once a month / Avg. to "fix" something. I have made them aware I am done and I have went with another vendor. I have made the finance company aware and I was told that they have done everything they can. I have lost faith in the product and and demand the doors be removed and taken off my bill.

  

  Business response

  05/03/2023

  The install for the customer was on 11/03/22. This was for 3 patio doors, and two windows and was installed by ********************
  
  The customer's original call for this service was because there was part of the door that was bowed out, they needed 2 screens, and 2 footlocks. This was his claim that our original service was sent out for on 11/30/22. This was confirmed by our service tech, who listed what we needed at that service appointment, and we have *****'s signature on that paperwork. The order for those parts was put in on 12/7/22.
  
  We received the active panel and screen for the customer's service on 1/3/****** when I called to setup the installation ***** also had me add to the service that the stationary panel was splitting, and coming apart. I requested pictures and information on that when our service technicians went out on 1/5/23 as well. The manufacturer sent the wrong screen and active panel, and I ordered a new one at this time. I also added a glazing bead to the order for the new issue as well. We have *****'s signature on this service paperwork as well.
  
  The next call we received from ***** was on 3/17/23 where he was upset with the general quality of the patio doors. We setup a site visit with the manager ************************* at this point to go out and make a punch list of all of the problems that the doors had for 3/20/23. ******* brought that punch list back,and we setup a service with our service techs Bill from the ***** location, as well as pulling our service tech **** from the ********* location.
  
  That next service was set on 3/30/23, and there was a list of concerns that got fixed for *****. There was caulking added to the bottom of the doors, the rollers on all the doors were adjusted, a screen was added and the footlocks were added, and an interlock was shaved as it was rubbing. We have notes from this appointment with our service tech that the doors all slide great. We have this paperwork as well, with *****'s signature included. We do still need the active panel and screen from the manufacturer at this time, which due to shipping complications we are still waiting for.
  
  The patio doors for this customer, have been operational and functional since the installation with the original main issue being that one of the doors was hard to lock. We have had our manager out for an inspection, and 3 different service techs. Each with years of experience have stated that the doors operate as they should.
  
  ************************* has recommended that the city inspector comes out to meet ***** and him to ensure that the patio doors do not have installation issues, and ***** has refused. While having drywall installed, *****'s contractor did not cover the patio doors and the sanding debris got into the tracks for the patio doors. This was also cleaned out while our service techs were out on 3/30/23.

  The only thing left to do is replace one active panel, which is already scheduled to be done on May 5th, 2023. 

  
  

  Customer response

  05/04/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.

   

  I want the doors removed as the have NOT worked as installed. If they worked as they should, why have there been so many return service calls. I am done with this company and do NOT wish to have their product on my home.  I have no faith in their product and the seemingly endless amounts of "fixing".
  
  Regards,
  
  *********************
  
  
  

  
  

  

  Business response

  05/16/2023

  As per our custom order agreement,  taking back the product is not an option. At the last service, the customer was not pleased with our solution, suggesting that we were damaging the integrity of the product with our method.  Although this is standard procedure, we agreed to provide a new astragal and panel for the door. These parts are due to arrive the first week of June. At time we will complete the service.
  
  In regards to the level of the door, the door is level and not the issue. The attached photos show that the issue is with the floor of the property.
  
  

  Customer response

  05/18/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear 
  Regards,
  I have given them enough time and opportunity to fix their product. I have chosen to go with another vendor after many failed attempts to correctly install their doors. The new vendor will be putting their material in June 1 and removing the Window World doors. Window world is welcome to send their staff to come and collect these faulty doors at their nearest convenience, or by June 1. if not, they will be in my basement and they were free to come and get them. I will not pay another dollar for these doors. I am done with them. I have spoken to the finance company, the Better Business Bureau, and the state Attorney General.

  Best Regards
  *********************
  
  
  

  
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I place an order for a back door and a storm door to go with it on January 16, 2023. Window World installer came on April 17, 2023 to install the doors but the back door was damage from the factory. I refuse the doors until it was either repair or rebuilt. I called twice and left them messages on the status of the damaged door and email them and still no response of any kind. As of this writing I have not hear from them.

  

  Business response

  05/05/2023

  We ordered a new door for the customer, and were negligent in letting the customer know in a timely manner. We talked to the customer on 4/24 and 4/25 and let him know that he will be receiving a new door. He was happy with the resolution.

  Customer response

  05/08/2023

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ********************************

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• Initial Complaint

  08/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  see Attached document

  

  Business response

  08/17/2022

  There is a service scheduled on August 26th, 2022 to finish the installation of new glass packs and sashes. At that time, we will address the product offerings in question.

  

  Business response

  08/29/2022

  We visited the home on 8/26/2022. We addressed all of the issues and completed all of the necessary work to the customer's satisfaction. Attached is a list of what was completed.

• Initial Complaint

  07/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In July 2021 we placed an order for several windows in our home to be replaced and were told they would be installed in September 2021. Most of the windows were installed in October 2021. There were a few windows on back order at that time. The windows on back ordered were finally installed in March 2022. However, the custom sliding glass door in our kitchen was installed (March 2022) opening in the wrong direction, is missing the screen door, and the lock doesn’t work (which is a security issue). They have sent an installer/service person to my home 4 times since March to look at and/or address the problem. Plus the owner of the franchise has also been to look at the issue. Every time someone comes to our house they do not have the appropriate tools, parts, or knowledge to fix the door. We still don’t have the screen. I’ve talked ***** (owner) and *** (office manager) on multiple occasions regarding the issue and have been told multiple times that a new door and screen have been ordered, but nothing has materialized. Moreover, every time I call, *** has no clue what is happening. It has now been 1 year since my order of over $**,*** and I’m still dealing with this. I’ve spent a significant amount of my time on this issue as well. The best the owner can come up with at this point is a small discount on another window for the trouble. This is unacceptable. I’m expecting a new door and screen as promised AND additional compensation for the extremely poor experience in resolving this issue as well as completing my order.

  

  Business response

  08/08/2022

  ***** ****** purchased fifteen windows and one sliding glass door on July 14, 2021. July 20, 2021 was the customers exact measure appointment with *****, the store manager. At this appointment it was decided between *****, *****, and his wife ****, the swing of the sliding glass door will be OX, as he has three other d sliding glass doors in that room and they are all the same swing. We partially received thirteen of the windows and installed them in July of 2021 Two windows were however backordered and it was agreed between both parties the remaining two windows would be installed with the sliding glass door,  as they would both be completing production around the same time. The final installation took place in March of 2022. Shortly after the installation the customer called in saying the sliding glass door was installed incorrectly and it opens the opposite way. Immediately we checked the order as well as the confirmation from the manufacture and saw that everything looked correct, and this could possibly be a manufacture error, and the wrong door was sent. ***** was set with an appointment for the following week for an installer to inspect the door and change the swing if possible. Upon the appointment, the installer said he could change the swing, but this would result in screw holes being exposed from the changes. The resolution for this was to order a new active panel as well as a frame. Once we placed the order, we requested a photo from ***** to send to the manufacture. Once we received the photo, we saw that the swing was in fact correct. ***** did meet with ***** after this, showed him the order and reminded him of the conversation, per ***** he remembered and was all set as well as he agreed to pay the final balance. The service parts order was canceled as they were no longer needed. ***** called back in reporting the same issues at the end of the July 2022, ***** in our service department took the call and was a bit confused as per our knowledge all he was waiting was a screen repair. This was brought back to *****’s attention, he also was confused and confirmed had confirmed the door was correct with *****. He sent our tech out on July 27, 2022 with the screen, as well as to get a second opinion on the door to see if it was possible to change the swing, as ***** still stated the door was incorrect. Post appointment the tech reported back that the screen was the incorrect size due to a manufacture error and needed reorder as well as for ***** to meet again with ***** to discuss the swing of the door. ***** did call ***** on July 28, 2022, he let him know that he will reorder the door for him, in the opposite swing for no additional cost.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, I ordered windows (9 windows and a sliding door) from Window World on 07/01/2020, the total cost is $9421. As of today, I am still waiting for installation of said windows. At the time I ordered, I was told it would be about 12 weeks given supply chain issues. It's been 12 months. I called in fall and again in spring to check the status, was told I'd get a call back, no one called. 04/17/2022, I received a call to scheduled installation, the mutually agreed upon date was 05/23/2022. 05/23/2022, I took the day off, had the room prepped (furniture cleared, curtains and hardware removed), installers were due at 9am, at 9am I get a call to reschedule. I understand people get sick, but an earlier call would have allowed me to not miss work. They offered an appt. the following week, which didn't work with my schedule and the next avaialbe time was 07/05/2022. I let the scheduler know the order was placed in July 2022, a year is an excessive length of time to get to installation; I asked about a discount due to the inconvenience, I was told it could discuss it at installation. I'm not sure this is within the installer's authority, so I'm guessing nothing will be done. 07/05/2022, no one called to confirm the installer's arrival or to reschedule, so not sure what to expect. As of 9:30am, installers have not shown up nor has anyone from Window World called to cancel/reschedule. I have had windows installed by two other companies in the past, as well as work by other home service providers and this is by far the worst experience. 12 months plus between order and installation is absolutely ridiculous. I've had the room prepped twice for installation, only to move everything back again for another day.

  

  Business response

  07/15/2022

  The job was completed on Friday, June 15th. We apologize for the delay. Our owner, ************************* will be contacting the homeowner early next week to discuss the project. 

  Customer response

  07/18/2022

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of my decision appear below.

   

  Window World indicated in their response that installation was completed on Friday, June 15, 2022; installation began on Tuesday, July 5, 2022 and was completed on Friday, July 15, 2022. 
  
  [Provide details of why you are not satisfied with this response.]
  
  Regards,
  
  ***********************
  
  
  

  
  

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We ordered a french patio door with both doors to open on 12/2/2021. ***** didn't check the box for how the door is to open. Having trouble with this project, I reviewed the contract and ***** ordered one door to open. The contract says installation completion within ***** weeks. ***** said it takes approximately 90 days after the final measurements. I asked ***** why the contact didn't reflect that time frame. Per *****, the process does not normally take ***** weeks. ******************************* reached out on 12/8/2021 as our customer care specialist. ******* said she will be periodically provide updates. ******* didn't provide any updates. I reached out to ******* and was provided a number to speak to someone in the warehouse. I spoke with Sky. Sky said the door was expected at the end of April. On 4/22/2022, Sky said the door would be delivered on 4/24/2022. I asked Sky to let me know either way and she didn't. My husband reached out but Sky left early that day. I contacted corporate office then received a call from Sky called a few days later. I am an angry customer and let them know. Sky referred this to *************************. He requested a formal email to tell the manufacturer so we could get this resolved. I received a letter today saying the company has 18 weeks for completion, not true according to the contract. It's been 15 weeks. The final measurement were taken on 1/24/2022 with the 1st appointment being rescheduled. I reached out to the owner and haven't received a response. I requested my deposit be refundesd. I don't trust the company will deliver within 2 weeks. We have not been offered any concessions to rectify the poor communication or delays. ******* said they are having trouble with manufacturing. Why didn't anyone tell us. I expect my door to be installed by 5/23/2022 or I want my deposit returned with in 10 business days. I am not accepting a french door with one door opening or any damage to my existing structure if it gets installed. Remodel hinges on door.

  

  Business response

  05/16/2022

  On  Friday, May 13th, we reached out to the manufacturer again about securing a date of when the door would arrive. They are unable to promise dates, and is  out of our control. At that time we began the process of refunding the customer. Our accounting manager spoke with the customer today and let her know that we will refund the total deposit.  We ask that this complaint be removed, as we were working in a solution before the complaint was made. 

  Customer response

  05/17/2022

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *****************************

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December of 2018 window world installed a whole house windows and slider door. Did not finish said job till after march 2019. While in progress , certain windows were damaged, not the right size at one point two living room windows and the slider were removed at the same time while weather was in the teens. I specifically asked about that having pets and children and having windows replaced in the winter . I was told they did one window at a time. Not true! all windows were then compromised due to a factory issue. So ALL windows were then replaced.I also had to paint new trim that was put in because of windows not fitting correctly. That spring/summer of 2019 we had a major leak in living area. Damaged drywall and trim. They forgot to seal several windows months earlier. Then one at a time we noticed problem after problem with existing windows ( they replaced several for the 3rd time between dec. 2018- nov 2022 . Also having to replace and repair another leak in our bedroom . Also having to replace the slider going on 3rd time. We would order and have to call 2 months later to see if anything was In or even ordered. Finishing basement currently April 2022 have noticed severe water damage to subfloor of main floor and walls from water and mold. And now we have to address every window that was installed wrong from the start! possible Mold and water damage from all 20 some windows. I want new windows from another company of our choosing, monetary compensation for inconvenience and disruption of family life as well as repairs for damages caused as a result of there work. I do not want to deal with this company anymore. We are praying there is no black mold when tested . Our house was perfectly safe until window world unprofessionally came into our home and destroyed it. All we were looking for was safer more efficient windows in our 13 year old home.

  

  Business response

  04/22/2022

  Our owner, *************************, and installation manager, Nate visited the home this past week. They also brought along a third party inspector to assess the situation. We are scheduled to replace mainframes on May 2nd through the 4th. We are hopeful that the issue will be fixed to the customer's satisfaction.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Entered by BBB Staff - lj Hired the company to install eight new storm windows January 2022. Paid the company $2801. Consumer paid with a credit card. The company has not installed the windows. Consumer is unable to speak with anyone at the company. They do not return his phone calls.

  

  Business response

  03/31/2022

  This complaint is simply untrue. We spoke with the customer on March 7th, and told him that his windows would be in within the next two weeks.  We again spoke with the customer on March 30th to schedule installation. The customer called back after 4:00 when our scheduler left and left six messages. She spoke with him today, March 31st, and he is scheduled for installation on  April 6th. We are looking forward to the installation on April 6th. This is not a valid complaint.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We ordered windows and signed contract on 12-2-21 for a home we had just purchased. We were told windows should be in by 4-2-22. They measured windows on Dec 13th and on the 15th I got a call that they forgot a window and would like to come back on the 30th. I asked them to come asap since it is holding up the windows being ordered. I was told they would be out on Dec 16th and that we didnt need to be there since it was the garage window. On Jan 5th I got a call that we missed an appt on Jan 4th. I called them back and questioned it since we never had an appt. They were confused and said they had us down for appt for windows and doors and that the order hasnt been placed. We never ordered doors so I questioned again. They said it was misunderstanding and they would send someone out on Jan 8th to finish measure and order. On January 6th an employee showed up to my current home (not the home we ordered windows for) and I found him in the upstairs of my garage measuring the window. I told him he was at the wrong house. I called the manager, ******************* and informed him of the situation. He said he would send the order to the regional rep and they would be ordered today (Jan 6th). He states he would move up order to top of list and that the original estimate of 4-2-22 would stay in place and we would talk discount if they arent in by then. He didnt want to do discount, because it isnt whats best for our company. March 17 I called to get update, never received call back. March 22 I call again and am now told they wont be in until mid to end of May. **** claims to have always had the May date and to have never said the discount comment. We are now waiting on windows to move in and losing money. I asked to talk to his manager and he says there is no one above him. Extremely disappointed in the company and the service we have received, or lack there of.

  

  Business response

  03/23/2022

  We apologize for the manufacturer delays and measurement appointment errors. Our installation times are only estimates. Manufacturer delays are out of our control. We contacted the customer and scheduled a tentative installation for June 2nd, provided the products will arrive when the manufacturer indicates they will arrive. We will keep the customer updated with any changes.

  Customer response

  03/29/2022

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of my decision appear below.
  
  When we signed the contract on December 2, we were told they would be installed within ***** weeks (with the estimated date of April 2nd). This was even an extended estimate compared to the norm due to Covid- which we completely understand. Then we found out the windows still had not been ordered a full month after they were supposed to be and when they tied to fix that error, they showed up at the wrong home. At this point, I spoke to the manager who stated they would expedite the order and move us to top of list and we can still expect the date of 4-2. He said at that point, if the windows are not in, we could discuss a discount. They have now set up an install date for June 2nd as long as windows come in. I am not happy with the customer service and having an install date hasnt resolved anything, considering it is in June and still pending the arrival of the windows. I feel we should receive a discount, like we had previously discussed, for the inconvenience and fact that we are now losing money since our move in date has been extended. 
  
  Regards,
  
  *********************
  
  
  
  

  

  Business response

  04/22/2022

  Your satisfaction is very important to us. Although we cannot compensate for manufacturing delays, we would like to compensate you $500 for communication and scheduling inconveniences. We look forward to installing your product soon.

  Customer response

  04/22/2022

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *********************

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*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. ↩