Complaints

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• Initial Complaint

  Date:09/20/2024

  Type:Sales and Advertising 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.

  I am a return customer to ********************. Previously we had hired window world of Nashville to redo all of the windows in our home and the experience was great. We are now building a new addition on the back of the house and reached back out to Window World of Nashville. With this purchase I got 6 windows as well as a 4 panel sliding glass door. The sliding glass door that was ordered had a height rough opening of 80 inches (6 foot 8 inches) and a cutback height of 79 1/2 inches. When my contractor picked up the windows and doors ( Window world said that since it was new construction, that they would not deliver the windows, so my contractor had to), we found that the sliding door came in multiple packages, two for the frame, and four for the doors. While the frame is 80 inches ( 6 foot 8 ), the actual doors are only 75 1/8 inches (six foot three and an eighth). I myself am 6 foot 3 (75 inches). Nowhere on there sales form, item description or any documentation did it state that the actual doors were only six foot three. Had I known this, I would not have purchased the door. The salesman even came over to my house and stood next to me and expressed no concern about this. I have reached out multiple times over 4 weeks to the salesman, and the office to return the purchase but they keep telling me that the door was custom built and that there are no returns. I have expressed to them every time that the door is too small for a tall person and that I was not properly informed, but they have not returned calls and keep telling me the manufacturer wont take them back. This purchase was done on 6-28-2024 and I paid $2797.12 for the 4 panel sliding glass door. We also realized that we were also did not receive the 7 nailing fins that were ordered for $343.00. This nailing fin issue has just been brought to our attention, but I am including it in this complaint for the total that we are seeking in our return.

  

  Business Response

  Date: 09/23/2024

  Talked to Mr. ******* on 09.23.24@1430. I apologized to him for not receiving the nail fins in the windows and told him that we would refund him the $343.00, he did appreciate that.  We then spoke about the 4 panel sliding glass door.  I had previously spoke to Mr. ******* about the door height and he came down to the show room to see the one that we have on display.  When he arrived I showed him our standard height sliding glass door, the same one that he purchased and he walked through it several times.  He stood under it and checked his clearance and he appeared to have approximately 2 inches to spare.  We did not measure it, but he felt that it was good enough and he would be good the with the height of it.  While speaking to Mr. ******* today he also informed me that he was installing new flooring and that he was putting the sgd below the height of the base which would lower the top of the sgd giving him less clearance at the top.  I spoke with the salesperson on this matter and he informed me that at no time did the customer mention that he wanted a taller than normal sgd.  At this time we will not be able to return this sgd for the customer.

  If I can of any further help please give me a call.

  *****

  Window World

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

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22316108
  
  I am rejecting this response because:
  

  I did speak with Window world and they apologized for not receiving the nail fins and mounts and offered to refund the $343.00 ( although I continue to check my credit card and have not received this refund). 

  I also reached out directly to the MI Windows distributor and spoke to their customer service.  They stated that all refunds would have to go through window world.  They did provide me a measurement sheet for the sliding glass door ( which I have attached ) and it clearly shows that the Panel Size of the door is 75 1/8 inches, and that the Clear Opening is 74 inches.  Again,  I am 75 inches tall.   The door that I went into the office at window world to check I could walk through if I did not actually step on the threshold of the door,  if I did step on it,  my head hit the door frame.  

  I still want Window World to take this door back and refund the full amount as I was not informed by the salesperson of the doors actual dimensions.  They keep telling me it is "standard size", and while the 80 inch frame is standard,  the Clear Opening of the door at 74 inches is anything but standard.  I was not informed of this at the time of purchase, and none of the provided sales information included this very important information.  Window World should refund me in full ( I will return the door I can not use ) as I was deceived of the actual door dimensions and this was due to Window Worlds neglect.  I would have happily purchased a door large enough to accommodate me if at any point I was made aware of what I was actually purchasing.   

  If this branch of Window World continues to deny this request, then I will escalate to the Window World corporate office.   

  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 10/24/2024

  Talked to Mr. ******* on 10.24.24@3:00pm and asked him if he had received the check for $343.00.  He said he did receive it several days ago but has not cashed it yet.  We then spoke about the 4 panel sliding glass door that was a cash and carry purchase.  I did explain to him that we would not be able to return the door.

  If I can of any further help please give me a call.
  *****
  Window World
  ************

   

  Talked to Mr. ******* on 09.23.24@1430. I apologized to him for not receiving the nail fins in the windows and told him that we would refund him the $343.00, he did appreciate that.  We then spoke about the 4 panel sliding glass door.  I had previously spoke to Mr. ******* about the door height and he came down to the show room to see the one that we have on display.  When he arrived I showed him our standard height sliding glass door, the same one that he purchased and he walked through it several times.  He stood under it and checked his clearance and he appeared to have approximately 2 inches to spare.  We did not measure it, but he felt that it was good enough and he would be good the with the height of it.  While speaking to Mr. ******* today he also informed me that he was installing new flooring and that he was putting the sgd below the height of the base which would lower the top of the sgd giving him less clearance at the top.  I spoke with the salesperson on this matter and he informed me that at no time did the customer mention that he wanted a taller than normal sgd.  At this time we will not be able to return this sgd for the customer.
  If I can of any further help please give me a call.
  *****
  Window World
  ************

  Customer Answer

  Date: 11/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that there is NO GOOD RESOLUTION TO THIS ISSUE.  While Window World stands by their "no returns" policy,  I still stand by that I was deceived by the purchase by not being provided the true dimensions of the door that was purchased.  I was happy to work with Window World as a returning customer, but feel betrayed by this experience.   My family is now stuck with a $2700 door that is too small to be used.  This has been a disappointing and frustrating experience with Window World. I would caution all other future customers of this and to ensure that if you are over the height of 6'2,  then DO NOT buy a door from Window World.   
  
  Sincerely,
  
  ****** *******