Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:05/07/2022
Type: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.
On 07/20/2021 had Window World of *********** come out for estimate to replace 8 windows at **** ********* Dr ***********, TN. Estimate was $2350 to replace 8 windows, repair 4 sills, replace one complete sill and repair brickmold. Made a deposit of $1200. Delivery delayed due to covid until Dec. asked for a call as soon as arrived. No call. I called them. Install scheduled for 01/21/2022. Advised them needed a call when going out as this is a rental and I wanted to be there to insure repairs done as requested. No call. Renter called me when home that afternoon to say windows in and a mess left in and outside of home. I went over to look at work next morning. Was shocked to see home windows were installed. No sills repaired or replaced. No brickmold repaired. Left rotten wood as is. Needless to say I was very upset! Had Window World come back out and was told I would have to pay an additional $900 over original estimate to get work done! I refused. As Window World did not do job as requested I do not feel I owe them one penny. Have attached photos of windows with rotten wood, original estimate, and estimate to get work completed.
Business Response
Date: 05/16/2022
Business Response /* (1000, 8, 2022/05/12) */ Mr. ******* is well aware of what is owed; based on his complaints for wood repair not being done and him not wanting to pay additional for almost 200' of Brickmold that was not initially paid for, we removed the $340 cost of that from his bill. He owes $810.00 now instead of $1150.00. He is strictly now being charged for the cost of having 8 vinyl windows installed and nothing extra. Consumer Response /* (3000, 10, 2022/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) If you look at the photos would you pay the cost of installation? I don't think so. The install is the worst I have ever seen. What sort of, supposedly, professional, window company installs new windows over rotten wood? All that was needed was one phone call so I could have been there as instructed. Install without replacing wood would not have happened. Per several complaints I've read, this is a regular occurrence. Some of the windows will have to be removed to repair wood. I will NOT pay for their shoddy install! My next step will be legal action. My lawyer informs me they have so many Windiw World suits they have one person handling all the cases! Business Response /* (4000, 12, 2022/05/13) */ We provided a quote to do the additional wood repair and Mr. ******* declined and said he would do the wood work himself. In that case we offered to refund the wood repair work that was on his contract. Now he doesn't want to pay for the windows at all. We have fulfilled our contract and even offered to complete the extra work at a fair *****. It is very common to discover rotten wood when removing old windows. He has two options to either pay us to do it or have somebody else do the repairs as we have discussed with him many times. Or we can go the legal route and they will go off the signed contract which states, "It is the owners responsibility to have the wood replaced. Window World can replace the wood per the amount specified on the front of the contract. If so, an addendum will be signed by both the owner and the Window World representative. The additional charges will be added to the balance due."
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