Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Summer of this year (2023) my wife and I contacted Window World of Chattanooga to install windows and a door to close in our screened porch, A salesperson came out to look at the job and what it would require took some notes and said he would be in contact. After a week or I called WW offices and asked for the salesperson but they said that he had a death in the family. So I waited for his call and when I still didn't hear from him. My wife called the next and they set up a time for another salesperson to come out. The appointment was for in the morning so I stayed home to meet him. He was a no-show. In total, there were 5 or 6 individuals who came to look at the job. As were were experiencing the RUN AROUND I became concerned about the company's ability to fulfill our needs. I asked several times for an itemized list of the products to be installed and never received it. Now Nov. 14 or 15th the installer came out and when we saw our porch he immediately recognized that the products that they provided for the job would not work in this application. He said that he would not even start the installation because he said the existing screen porch had a metal framing and he and the salesperson who was there as well got into a shouting match in our backyard. My wife asked them to leave and not come back. on Nov 17th the "owner"?? called me and told me that if we didn't let them do the work he would sue us. The following is a brief list of the situation in bullet points. * Timeliness of home visits and phone calls for the very poor. * Unprofessional actions regarding disclosures about products * Failure to provide an itemized list of products * Failure to provide a sketch of how the products would be placed, Since we fully expected WW to complete the work in a responsive and timely manner we failed to be able to contract another company to do the work.

  

  Business Response

  Date: 11/09/2023

  We are confused as to why the ******* are filing a Better Business report as no work has begun at their home. In response to the customers statement of the problem regarding the timeliness of home visits and phone calls I have attached a timeline that points out exact dates for both. In regard to allegations of a shouting match at the home the timeline also notes persons who were at their home, at any point there were not two persons from Window World at their home at the same time other than at the measuring date. A salesperson and installer were not present together. In regard to unprofessional actions regarding disclosures about products, and failure to provide an itemized list of products, I have attached the itemized contract with ***** ******* signature, which they were supplied with on 8/15/23 at signing. We did disclose that a structure mull would be required and did acknowledge that it was our mistake. It was ordered and received in a very timely manner. From that point several voicemails were left to schedule the install. On 11/7/23 Mr. ****** stated he wanted to cancel the contract. *****, our general manager, called Mr. ****** to what the issue was and if we can get them on schedule. Mr. ****** was extremely hostile and would give no reason as to why he wanted to cancel the contract. He then instructed ***** to "Go ahead and try to sue him. He does contracts for a living and has NEVER lost a case." Additionally, the ******* are requesting a refund. There is nothing to refund as they never paid a deposit. They chose to finance via ***** ***** with no payment down. I have also attached the copy of the ***** ***** agreement. 

• Initial Complaint

  Date:10/27/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  (9 Months waiting for a door. Since 3/4/2022. When contractors REPRESENTING Window World showed up months later they did shoddy/garbage/intentional moulding work/damage around door. Getting ready to replace carpet in daughter's room and noticed garbage work. No 0NE from Window World ever called/ came in person to check work. I contacted ***** ******* and ***** the General Mgr by phone to ask about door. ** Office Rep at Window World refused to give me Number to BBB in Chattanooga 10/26/2023. Same response. I'll pass it on.

  

  Business Response

  Date: 10/27/2023

  As soon as we received the message from the ***** ****** on Oct 26, 2023 we immediately escalated his request. We were unaware of the problem until receiving the text, and picture of the trim that was obviously needing replaced. The Design consultant he had been trying to contact is no longer with our company. Today, October 27th a technician went to Mr. ******* house and replaced the door trim to Mr. ******** satisfaction.  

  Customer Answer

  Date: 11/01/2023

  
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We started working with Window World middle of 2022 summer. Our windows installation finished by January 2023. We had a few different issues related to installation and we even ended up paying extra for installation, but still we tried to work with them. It turns out the window that is supposed to go to our master bathroom was ordered wrong. We have informed our salesperson and he acknowledged the mistake and he said they will order the right one and replace it with the wrong one in December 2022 (their installer installed the wrong window even though we told them, and they told us that they will replace it with the right window just to inform our salesperson or their main office). Master bathroom window consist of 2 pieces (bottom piece that opens and half round top piece). The salesperson also informed us that both pieces need to be ordered since it comes as a set. Original communication started in December of 2022. Along with this we had some other issues, but honestly gave up (issues with installation). We first tried to deal with the salesperson in December and early January. He told us that it will take 4-6 weeks to get the correct windows (he said they usually rush these). We called Window world main office multiple times and we even talked to their general manager about this along with other installation issues. We were told they will get back with us. It has been more than 10 months since we originally brought this issue to salesperson’s attention, and it has been close to 6 months last time we heard back from window world. At this point we give up and we don’t think we will receive the correct window and fix installation issues. We are getting a replacement window from somewhere else and at this point we would only like to get a refund for full bathroom window and additional installation we paid. Our original contract includes 23 windows (18 double hung, 2 half round windows, 1 arch window and 2 bay windows) and we received 17.

  

  Business Response

  Date: 11/09/2023

  We take full responsibility for this matter, according to our notes all work was complete, and it was paid in full. We extend our most sincere apologies and truly want to make this right. We called customer and also sent a text message requesting a call back. 

  Customer Answer

  Date: 12/04/2023

  We checked the status of our complaint and notice that it has been both closed and deleted from public view. We received a phone call from WW about this matter and they claimed they would take care of it. We never heard from them again. Their business practice has cost us thousands of dollars due to the poor installation and they have yet to fulfill our order. We have one window that was incorrect and we have recorded evidence that they were aware of the situation and would be replacing the window. What do we need to do to reopen our claim and make sure it remains on your site for public view? We are in no way satisfied with the outcome and there was no solution offered.
  
  Thank you,
  
  **** *********

  

  Business Response

  Date: 12/04/2023

  At this point, we seem to have incomplete information. We are investigating the customers complaint today and will be contacting the customer as soon as possible for clarification of the complaint. We will work as quickly as possible to resolve our contractual obligations. 

  Customer Answer

  Date: 12/07/2023

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

  We tried to be reasonable but Window World does not want to take any responsibility.  First of all one of the windows they delivered was completely wrong.  They sold us wrong size and installation type window.  They should have informed us in advance that their windows will not work for our needs, but it seems like their staff lack the knowledge.  In addition to all this, they charged us additional installation and try to reframe windows that are not right size and style.  We only wanted refund for wrong window and additional installation we paid, but in reality we were sold wrong kind of windows.  
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 12/08/2023

  Good evening, after reviewing our records this is our response.
  
   
  
  After looking into our records, we can see that everything based off the original contract has been fulfilled. However, if there is a problem with the window in question, we need to know what the problem is to fulfill any warranty issues. The windows have a full warranty. If we missed a communication, then we certainly apologize. We do require information such as serial #s to fulfill any warranty or service issue.

  Customer Answer

  Date: 12/08/2023

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

  
  Sincerely,
  
  **** *********First of all for our master bathroom we ordered a double hung window.  We wanted it to open.  There is no way that you are not able to see that we received 1 less double hung window.  In stead we received a solid window. I can see that as a company you are trying to completely deny any liability.  Window World sold us wrong kind of windows, delivered one of the windows completely wrong, try to install small windows into a bigger openings since sizes of all windows were wrong and when we started asking questions and address our concern, your only solution was for us to pay additional money for installation.  See the images that we included.  How it was installed and how small the size is compared to original frame.  More than 10 years ago, without knowing we purchased replacements windows and this was the reason why we had water damage.  From day one, we explained to our sales person, ***** our problems and he assured us it was just bad installation that previous window supplier did.  Eventually it turns out that your company sold us exactly the same kind of window and try to install exactly the same way that caused us all this water damage issues.  Almost all of the windows we received was not correct size compared to our original opening and also it didn't had a proper way to install with new siding.  Originally we were even looking to purchase siding with your company (******** ******). In September even the owner of the company (according to *****) came to check our stucco home but never got pricing so we decided to go a different route (I guess we are lucky, if we had also siding done with your company we would be in very big trouble).   When we receive windows and started the installation, we were still not aware and known that we needed different kind of windows.  Between January to March 2023, our sales person, your installation manager and your general manager in addition to your installation crew were at our home and no one knew how to fix our issue fully.  They all said that it should not be installed the way they did, but in reality we needed "NEW CONSTRUCTION WINDOWS" which our sales person and installation manager that came told us that you don't even sell. Installation manager even entertain the idea that maybe they can uninstall all the windows, take them to workshop and try to add framing with flanges, but he was not sure if it can be done.  We end up ordering completely new windows from ***** and we replaced all of your windows.  It is just crazy that no one in your company new that our project needed new construction windows instead of replacement windows.  We explained our issues from day one as well as our plans of having new siding, no one told us that we needed different kind of windows.  We eventually learnt this ourselves.  Still we thought your company had some sort of integrity and we wanted to at least partially compensated for all of this issue.  We just requested refund for one window that you delivered wrong and additional installation that you requested for us to pay (you wanted around $3000 total, but some of the services from the original contract was not delivered and cancelled so you charge the difference of $1500).  You can claim your company did everything right, but just show the pictures that I send to your "owner" and managers they will most likely agree what we are claiming is correct (at least privately).  What is really crazy to me is the fact that knowingly your company double dipped on our problem and requested additional money from us to fix a problem that was not fixable with current windows (if you claim that out of all these people that came to our home from your company that should have all this knowledge and experience about windows had no clue that we actually needed new construction windows than I don’t have anything else to say). There is no need for us to go back and forth, we at least want refund for the wrong window and additional installation that we were charged.  This is more than reasonable considering the fact that we cannot even use any of the windows that you charged us more than $20000.      

  Thank You

  **** 

  

  Business Response

  Date: 12/11/2023

  Regarding using new construction windows in the home, that would require complete replacement of the interior woodwork of the home. Replacement windows are designed to be used where the original wood windows were placed. New construction wouldn't work unless the complete opening was gutted and the exterior stucco removed, or at least cut back, which was not discussed at the time of sale. Regarding the reframing work done, it was 1 window that was slightly oversized, the rotten wood was an unforeseen / hidden issue, there was no way to know it was there. Due to it being in an unseen area and not structural we were not able to just add wood where the rot was instead of rebuilding the complete opening. Regarding the 1 window, as stated above, it was slightly oversized. We adjusted the size by removing some of the finishing frame to install. The only additional charge was to replace the wood where it was rotten. We did not charge to adjust the opening. If there was / is a problem with our windows or the installation of our windows, we would need notification of the problem. We have signed documentation that all windows were installed, complete, and all that was required was a service to put in 12 clay window plugs that were missing from the installation. That was completed and signed off on as well. We also have email stating that the final window was installed, and payment was ready to be finalized. 

  Customer Answer

  Date: 12/20/2023

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

  We ordered 18 double hung windows and we received 17.  We were told by our sales person ***** that they have installed other window, but our correct one will be ordered and it will be replaced.  We wanted our master bathroom window to open but we received solid window.  Our master bathroom window is half round with a base.  ***** even told us that even though it is only the bottom half that is wrong, whole window needs to be reordered.  We didn't want to hold at the time to make payment so I authorized the payment even though one window was completely wrong. We have texted this information to ***** and talked to him about this.  We are including our texted message copies above.  So I am not sure how it can be claimed that we never mentioned about that window and we received everything right.  We were just told that it will take 4-6 weeks and we were being nice by paying the full amount rather than holding half to wait for one window. 

  From day one, we informed our sales person and anyone came from your company that our old windows failed and we had a lot of water damage.  We were not aware that what you were selling was exactly the wrong kind of windows that we have purchased around 10 years ago when we purchase our house (original house window had wood windows, so vinyl windows we purchase was not right and properly fit to the opening).  We learned after you installed that problem was not our original windows but their framing and installation was not correct. Just simply replacing the vinyl window with a newer window will not stop the original problem and they will also eventually fail. No one told us this and no one informed us that windows that we will receive is going to be exactly the same.  We thought that at least someone in your company would have informed us about this.  As I mentioned in my previous messages, when we receive our first windows and installation started, we started to question how this is different than our older ones as well as why no rotten section was not replaced even though we paid for it.  ***** form day one told us that he added extra to our invoice to cover rotten wood. When your general manager came in to discuss the issues addition to rotten wood, we discuss our installation concerns as well (which at the time, we were still not knowledgeable to know what the exact issue was).  He first told us that this can be fixed without any additional charge.  A few days later we were contacted to fix all of our problems (including all rotten areas) they will need to fully frame the windows and this is what will cost us additional money. I have even contacted our sales person about this and he called back after talking to office people and explained this (see the copy of our text message).  So in short, we were told that additional $3750 that was requested originally was not simply fixing rotten wood, but it was for to build the frame around it correctly (we paid less than this amount since we paid for additional services with the original contact that was not done or changed).

  In short, it is not true that you delivered all correct windows.  Even though we end up getting it from another company this does not change the fact that we didn't receive what we ordered.  Also additional money were charged was not related to rotten sections only, it was supposed to fix our installation issues which turned out to be completely false and misleading.  Even thought we completely replaced all your windows and paid for a second set of windows, we didn't argue over getting  full refund.  Your company should have informed us that what we are buying is exactly the same windows as the old ones.  Still maybe no one in your company was knowledgeable enough at the beginning.  Once we started to address the issue, charging us additional money for installation and ensuring that this will fix our issues is why we decided to request this money refunded back to us.  We first thought that your company had some sort of integrity, but we see that this not the case.  We know what we were told over the phone and in person and it is clear that your company will deny any responsibility or liability.  We did our end by paying you everything on time and full, but as a company you misinformed us and did nothing to address our issues properly.    

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