ComplaintsforWindow World

• Initial Complaint

  03/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered windows from Window World 7/29/2021 with deposit of $5,795.00. The contract states that windows would be installed 14 - 16 weeks after measurement. (This was 2 weeks longer than original time estimate given by the salesperson during my original visit 1 week earlier.) I called immediately for an appointment for the measurement but I had to wait several weeks to get an appointment. Given that, I had assumed that I would have my windows installed by mid to late November. When I had not heard from Window World by late October re: installation, I called & told that my windows were delayed & would be arriving in ********** the 1st week of January. No call was received in January. I wasn't sure that I wanted window installation in the dead of winter so I waited until late February to call.The day I called, I was told that my order was listed as being on the truck that was arriving that day. Not surprisingly, it was not. I have called multiple times & each time I am told that they are doing their best to get it on the next weeks truck. After several weeks I was also told that my entire order was not finished; there was still one window which was not painted. No reason for this was given but was told that they would "short ship" the rest of the order to arrive the following week. Last week I was told that the representative had spoken with the factory but the person was out to ************ would need to get back to me - after 24 hours I had still not heard back. Each week I am told that I will receive a call back but do not. Again last Thurday I was told that somebody was out to lunch & to expect a call back once she had. Called Friday & received call back yesterday. Promised again to arrive this week but still not promised the entire order.So, what was contracted as 14 - 16 week delay from measurement to installation is now over 35 weeks and the windows have not arrived.

  

  Business response

  03/23/2022

  We apologize for the delays in ************************************ order. There are manufacturer delays that are beyond our control, as well as logistic issues that sometimes result in products not being received even with a load sheet that says that they are. This is one reason why we can only estimate installation dates, as our contract says. 

  Our installation scheduler has been in regular contact with ****************. Our manufacturer representative personally has indicated the the order will be here on Monday, March 28th. We contacted **************** to schedule installation. She is being installed on April 14th per the date she requested.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO Consumer states he put his order in to have windows installed 6/5/21. They told him the windows had to be made and should be ready in October. They scheduled install for November but had to cancel due to covid. They rescheduled the consumer for 2/22/22 but no one ever came or called to cancel or reschedule. The consumer called the business and left a message but no one has returned his call. Consumer paid a down payment of $3055.00. The total once the job is complete will be $3056.00.

  

  Business response

  02/24/2022

  The installation is scheduled for February 28th, not February 22nd. I verified through a recorded call between us and ****************. We called him this afternoon. He acknowledged that he had the wrong date. We asked him to delete the BBB complaint, and he said he would not until the installation is complete. 

  There is really no complaint here and should be removed. 

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9 windows & an 8' door wall were installed August 5, 2021. The egress window in the basement opens one-half inch because it is the wrong size. The window in my office does not completely close and lock. It is January 2022 and cold air is coming in. Installers damaged casings and moldings. Screens are torn and have not been replaced. Calls to *********************** ******* ***** daughter Rajaa in the office are sometimes returned, but always full of empty promises. Nothing has been fixed, ***** has promised to come visit and take care of the issues but is a no-show. Always an excuse. The latest excuse was that a family member had Covid which could possibly be true because of the pandemic. Rajaa will take a complaint but never get back to me with the status of any repairs or screens that need replacing.The whole experience has been awful and I wish I would have used someone else. I've wasted $8,000 on horrible windows and zero customer service. Is it because I am a single woman? I hope not, but probably is. Men (and companies) have a tendency to think women are a pushover.I would like all of the repairs completed by February 28, 2022 and FULL refund of the purchase price because these windows are worse than the ones they replaced which were installed in **** when the condominium was built.

  

  Business response

  01/24/2022

  We are happy to report that owner, *********************** met with the customer on Thursday, January 20th. We were able to work together to solve the issues which included the following - 

  Post service appointment punch list; re screen patio door screen, and re order basement window. Her double hung that did not lock has no issue, she just wasn't closing both sashes.The basement casement is not a material or installation related issue, the window was ordered by Gayle as a casement, she did have some sort of lip on the outside of the opening of her home that would not allow the window to open all the way. Per ***** change the window to a double hung to solve issue. The screen will be taken care of 1/25 by our service tech,and he will also be taking a look at the ** that was not locking to make sure there are no issues, but ***** just closed the top sash and it locked right away.   

  We apologize for the communication problem, but are glad to have worked it out. 

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a replacement window for a bay window from the Toledo Window World in May of 2021 and put a down payment. Was told it wouldnt be until September 2021 to actually have the window replaced. After September we kept being told that the window still wasnt made that they would contact us when it was manufactured and arrived on the truck. Finally they called in December and scheduled us for January 12 - called back and asked if wed like an earlier date January 6th and we accepted and were told the crew would be here between 12 -2. My wife took the day off work because she works in Michigan- they called an hour before the scheduled time and cancelled and said someone would be in touch to reschedule. Nobody has called us back and i have called and left a couple of messages since and still no response. Even asked to speak to a manager. All we ever get is a message recording. Still no window 8 months later. Very disappointed !!! I just want the job done - and stop with the constant excuses - if they cant keep up with their orders then they should stop selling more product they cant fulfill and start catching up on all the backlog - Please help !!!

  

  Business response

  01/18/2022

  We apologize for the communication error in contacting the customer to reschedule the installation. We are looking forward to installing the project on Monday, January 24th. We are crediting the customer $195 for the inconvenience our error caused.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered 6 windows on 6/12/2021 placed a deposit of *******. It is now January 5th 2022 and we still do not have our windows. Called several times and got the run around each time with a different day or month they would be in. Talked to the owner of the company on January 5th 2022 to get our deposit back for a product we never received and he refused to give us our money back.

  

  Business response

  01/05/2022

  We understand the customer's frustration. The ********************* are made and will be arriving shortly from our manufacturer. We are in contact with the manufacturer daily with updates of the order. We cannot refund the custom made windows and hope to complete the installation as soon as we receive the product. 

  Customer response

  01/07/2022

  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.
  
  [Provide details of why you are not satisfied with this response.]
  
  Regards,
  
  ***********************
  
  
  As stated on the contract,it says typical window installation is between 14 to 16 weeks. it has been 26 weeks. I have called every month past the16 week **** and get the same story every time. they tell me it will be another 2 weeks, and this has gone on up until the 26 week ****. I have had enough of this runaround, they never had the decency or courtesy to call me, they could have called and asked if I would consider changing the color, style or etc. as the owner stated they are having trouble with. Very disrespectful and rude, not professional or courteous. I should have checked the reviews and complaints filed against Window World before dealing with them as there are many unsatisfied costomers that have not been resolved. have had $3,725.00 tied up for over 7 months. A reputable company would have been in touch after the initial time stated on the contract lapsed.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Entered by H363137**3238313831H staff LO Consumer states she ordered H353035**3536323035Hs in July 2021. She called them in November to see if they would be doing the H353035**3536323035Hs and she was told they would be getting the H353035**3536323035Hs delivered 11/11/21 and they would come out to do the job 12/20/21. No one ever showed up to do the job and no one called to let the consumer know they weren&#**;t coming. Consumer called business after the time frame passed for when they were supposed to come do the job and she was advised the man was out sick. Consumer told them to cancel the whole job and she was advised they could not cancel the job. Consumer states the person she spoke to on the phone was very dismissive and rude.

  

  Business response

  01/03/2022

  We apologize for the communication error. We did contact the customer to let them know of the cancellation within a half our allotted time frame when we learned that our installer had Covid.

  We contacted the customer on ***** to reschedule, and spoke to her 12/27 also this to get on the schedule for 12/29.  She would not take the date.
  
  On the 30th, our manager attempted to schedule an installation for the week of January 3rd, but the customer would not agree to schedule.
  
  We cannot refund the customer for the custom ********************* and would like to schedule a time for the installation.  We have been holding dates open to finish the job and hope to complete our agreement soon.

  
  

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 5/3/21, Date of Install 10/29/21, Complaint to WWorld 11/1/21, regarding the custom aluminum trim issue. I have spoken to *****, the installer, *********, the scheduler and *****, a mgr, in a series of phone calls. I spoke with ***** last week for the third time,, Nov 8th and he told me he would check with his manager about the refund of the $645 for the trim. I have not received an answer nor a return phone call from ***** or anyone as of yet. I sent a followup email on 11/16/21 with no response. I was never informed that WW would not cover the top portion of windows with trim because it causes rust, or if rust is discovered at install. I should have been informed about this prior to my purchase of the trim. This rust possibility issue was not mentioned at the initial or follow-up visit by the salesperson at any time prior to my signing the contract. I specifically asked about the custom trim and the salesperson explained and showed us that the trim would match the look of my other windows and the look would be uniform to the other windows. I happened to discover the next morning, after install, that the trim was not customized. There was no trim on the top portions of the windows. The install took place on a dark and rainy day. It was clearer the next morning and I discovered the problem. The trim/rust issue was never pointed out to me before, during, or even after installation process either. I immediately called ***** about the error. ***** then informs me that WWorld does not cover the tops of windows with trim because of prior issues with integrity of the brick and past lawsuits. I would not have purchased customized trim if this WW policy or approach would have been made known and presented to us during the sales demo or any time before purchase. If this rust problem was a known issue with properties, WWorld, as the professional window installers should have disclosed and been transparent in all fairness to me as the customer.

  

  Business response

  11/23/2021

  We installed custom exterior trim on the sides and bottoms of the windows at installation. On the day of installation we told the customer why we do not recommend installing it over the lentil portion. The interaction of metal over metal (steel and aluminum in this case) may corrode over time. If the customer wants it done, we will be happy to put exterior trim on the top portion of the window. We will not be able to return money for exterior trim.
  

  Customer response

  11/23/2021

  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.

   

  Today on 11/23/21around 1:30pm, ***** from WWorld trespassed on my property to take pictures without my consent nor permission.  The security cameras have it all on videotape.  He scoped my house for minutes in his vehicle while on his phone and then approached my house and took pics of the front of my house and proceeded to the back when we received an alert that someone was on our property.  ***** put his hood over his head as he approached the side of our house and proceeded to the back.  He never knocked on the front or side doors.  I am beyond upset about this and voiced it to the manager, *****. ***** said he had left a message on my phone so he was aware that nobody may not have been home and he said he instructed ***** to go to my house anyway..  I will decide what options to pursue regarding this trespass and the handling of this credit I feel I am due.  This issue could have been avoided if WWorld would have been transparent upfront.  WWorld did not disclose that tops are not capped prior to the purchase nor the install.  If they had, I would never have agreed to that.  If I had been told this information beforehand, the cut of the aluminum could have been halted because it would have never been purchased by me. WWorld is not being truthful about disclosing.   
  
  [Provide details of why you are not satisfied with this response.]
  
  Regards,
  
  *************************
  
  
  

  
  

• Initial Complaint

  09/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I previously purchased windows from Window World and had no problems. I ordered my third set of two windows on March 4, 2021 and installation began on June 16, 2021. I am very disappointed with the work done on the last two windows. I sent a letter to the ******* on August 2, 2021 giving a detailed explanation of the problems. I have never received a reply. This letter was sent to the ********** address on *************. I have no confidence that the windows were installed properly. I would not recommend this company to anyone.

  

  Business response

  10/07/2021

  We completed *************************** service on 9/3/2021 by installing new parts and repairing caulk. The job is complete and the windows are working. In regards to the letter to **********, we apologize that one of the ***** owners did not see the letter when it arrived. We have since found the letter, and ************************* spoke with ****************** on October 5th.  We are compensating $150 for the late reply and inconvenience. 

  Customer response

  10/09/2021

  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. ↩