ComplaintsforWindow World of El Paso

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Window World sold me 14 windows in January 2022. They asked for a 50% down payment which was rendered. This payment took approximately 3 minutes to complete for $5000.00. I did not make them wait for my payment!!At the time of the window purchase, they told me it would take 4 months to get the windows. After the 6th month of waiting, I began investigating where my windows were. They finally informed me that they would perform the installation. When the installation day came over 5 months after the purchase and 50% down payment, when installing the windows, several of the windows were not what I ordered, they were the wrong size, color, and had multiple cosmetic defect to include glass scratches, incorrect window framing, loose parts. I escalated these issues to the owner of Window World *******, ***** Tubbs and asked him to come to my home to demonstrate all the defects. He indicated that these would be replaced. Today is November 11th, ************************************* had installed the replacements for the incorrect and damaged windows. I have made many calls to both owner ***** Tubbs and the Window World of El Paso and keep getting unsatisfactory replies. I am very dissatisfied with the customer service, product, and responses from both the owner and staff of Window World *******. At this point in time, I have no idea what is happening to the window replacements as there is absolutely no communications back to me from this business. There was no delay in providing the 50% upfront payment in the thousands of dollars but there is a tremendous delay in conformance to my purchase. I am asking for a complete refund of the $5000.00 I provided the day of purchase. I should have gone with a more reputable window replacement provider such as Pella windows. Very dissatisfied and I require a complete refund of my upfront payment.

  

  Business response

  11/21/2022

  I understand the frustration and discontent.  I would probably be the same.  However, at Window World, we do stand by our work and we will not stop working with the customer until all issues are satisfactorily resolved.
  The first delivery and installation took place on June 25.  Unfortunately, several windows did not have the correct obscure glass. There was also a problem with one windows grids and scratched glass.One window was also mis-measured.
  It does happen occasionally that we run into issues like these.  The contract clearly states that there is no compensation for job delays or product errors.  However, on June 27, we have a signed agreement with the customer for a substantial discount of $1,242 from the final balance due as compensation for the delays. We also continued to work on the issues. This discount left a balance due of $4,000.
  We took these issues back and ordered the necessary fixes.  We received the mis-measured window and went to install it on Aug 25. It was noticed that the interior of the glass unfortunately was scratched.
  On October 15 we fixed *********** glass issue in three windows and the replacement glass for the bedroom window.
  On November 19, we now have all the remaining replacement glass for the scratches and the grid issues. We are ready to fully complete the installation and believe that our customer will be satisfied.
  We did receive a down payment in January for half of the contract.  Since each contract is for custom made windows, we require the half to cover the cost of product at least partially in the event that the customer changes their mind or wants to cancel the order after it has already been placed and we are required to pay for the materials.
  We are attempting to contact the customer to perform the final fixes and expect full payment of the balance due of $4,000.  We will have fulfilled the contract despite delays and we stand by our products and installation. 
  

  Customer response

  11/28/2022

   I am rejecting this response because:
  
  Today, 11-28-2022 Window World came to my residence to install 3 replacement windows after waiting approximately 3 months. Of the 3 replacement windows, 2 of these had various scratches on the window panels.  I showed these to the installers and they acknowledged these.  I also documented this on the invoice I signed for the installation today.

  Window World continues to have severe quality issues, poor customer service and communications.  When  they contacted me to schedule the replacement window installation for today, I asked if the replacement windows had been inspected and the answer was that they had been inspected and were fine.

  2 of the replacement windows they installed today have very noticable scratches and are not acceptable.

  Very disappointed with  Window World.  This means that replacements will have to be ordered again and this process will probably take months unless they expedite this.

  I am not accepting their response at this time.

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

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Windows purchased 8-7-21 and was advised it would take about ***** weeks to arrive/install. That should have been sometime in November of 2021. They were installed on 1-22-22 and one window came cracked. A replacement window was supposedly ordered but has yet to arrive. The last time I contacted them was late May early June and was told they would arrive sometime in July and it is now August 2, 2022. I have been more than patient and would like this resolved.

  

  Business response

  08/11/2022

  Good afternoon,

  The replacement glass has arrived, and we have contacted **************** to set up an appointment but have not heard a response back.

  Customer response

  08/22/2022

   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.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The window world installation did not pass the city inspection. Window world picked up the window screen to be repaired in September. Then they lost it so, they sent off for a new screen. In the meantime ******* city building permit expired after the screen was replaced in February. So then Window World said I had to pay for the new permit but they agreed it was their fault --so they would get the new permit and pay for it. Every time I contact window world they say the new permit will be in or it is being mailed. All I request is for Window World get the new permit so the city building inspector can approve the installation.03/17/2022

  

  Business response

  03/25/2022

  Hello,

  We already emailed the customer his permit on March 18th and also mailed out the permit to his address. He has the inspection set up for March 28th.

  Thank you

  Customer response

  03/28/2022

   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.

   

  Window world applied for I received the new El Paso City building permit 3/24/2022 in the mail.

  Please, cancel my complaint.

   

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Letter sent to Window World on March 9, 2022 outlining my issues:Hello,This is a written request in an attempt to get a resolution with Window World, *******, **. I have contacted your office two times via telephone, outlining this issues, but I have not had any results.I had my windows installed on September 2, 2021. Initially, a problem with one of the windows was discovered and mentioned to me by the installer. This is a manufacturing defect on the frame of the sash. I was told by the installer during the walk-through, and it was noted that a replacement would be ordered, and the sash would be replaced.A day or or two later, after opening a second window and then attempting to close it, I noticed the window sash had gone off its track and I could not lock it properly. After further inspection, I noticed one of the locking latches was installed incorrectly, in the reversed position.After the installation was completed, I did a thorough cleaning of all windows and found that the glass of a third window had a stain that wouldnt come off from neither by cleaning it from the inside, nor by cleaning from the outside. I then realized the defect in the glass was inside between the panes.Additionally, the *************** Planning and Inspections conducted and failed the window installation inspection on September 30, 2021 and is yet to be completed and signed.This letter is to establish written documentation that I have made attempts to get my issues resolved via telephone, and now by written methods, and to notify you that I will take further steps if this third attempt fails to get any results.

  Customer response

  04/12/2022

  Hello,

   

  I mistakenly attached the wrong photo image in my previous email.

  Please see attached photo.

  Begin forwarded message:

   

  From: *********************** <****************************************>

  Subject: Window Installation

  Date: April 12, 2022 at 11:09:45 AM MDT

  To: **************************************

  Cc: *********************************************

   

  Hello,
  
  I received your message on my cell phone regarding (2) replacement parts for my windows.
  You did not mention on your recorded message whether you also have the release latch needed to repair the sash on the third window. See attached photo.
  Please notify me when you have all parts necessary to complete this job and subsequently get the city permit signed off.
  
  Thank You,
  
  ***********************
  **** *****************.
  *******, **, 79936
  ************
  
  Ref: BBB Case Number 16859851

  

  Business response

  04/15/2022

  Hello,

  We have tried contacting **************** to set up an appointment to fix his window, but he has not returned our call. We have the parts in already and we have available next week for an installer to finish the job.

  Thank you

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  purchased replacement window April 2018 with full lifetime warranty. One large picture window with solar had leak between panes and called July 13, 2021. No showed for replacement on 8/30/2021 and showed with small framed window on 8/31/2021 no where near size of replacement. Suppose to have pulled file and place new order.Called ******* 11/29 and was told ordered 9/18. As of date, have not returned emails sent to website and no contact with replacement window. Have offered for them to use another glass company to come and replace if they were unable to replace with one year coming up since contacted about replacement.

  

  Business response

  02/04/2022

  Good afternoon,

  The customer initially had informed us about the issue and provided us with the serial number since each and every one of our ********************* has a unique number for the specs of that specific window. Turned out that that serial number he provided was incorrect and we had to reorder the correct one. Since our factory has been experiencing material shortages, it is going to take between a month to two months for that glass replacement. I had checked the status and it is still showing that by the end of this month, it should be arriving. I will call to schedule once we know that the glass has arrived. Please let me know if you need any other information.

  Thank you,

  ********

  Customer response

  02/07/2022

   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 as no further delay. The wrong serial number was not at my fault, sent pic of the sticker to them. Again this is from July last year. 

  Customer response

  03/03/2022

  From: ************************* <**********************>
  Sent: Thursday, March 3, 2022 4:54 PM
  To: *********************** <*************************************>
  Subject: complaint ******** from 2/1/22

   

  Recd reply from BBB from Window World and said should have window in by end of month which was February and no word from them on any delay again.

   

  How do I reopen complaint? Is already March and will be one year in July since first contacted about lifetime replacement window and have failed to provide information or replacement product.

   

  Want them to get another company to replace window or refund original amount paid.

   

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

  4416 ************

  *******, **  79934

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

   

  Sent from Mail for Windows

  

  Business response

  03/31/2022

  Hello,

  I checked an update on the order this morning and saw that it should be arriving on April 20th. When that glass comes in, we will call the customer to set up an appointment to make sure that it did arrive. If it comes sooner than the 20th, we will also inform the customer, but currently, that is all the information that the factory has provided.

  Please let me know if there are any questions or concerns.

  Thank you

  Customer response

  04/05/2022

   I am rejecting this response because:
   Previous complaint the company replied window replacement was to be rec'd by end of February.  If I accept reply they will more than likely not have it by date promised again. 

  Request full refund by 4/20 if product not rec'd, that is 2 week wait again and now over one month since promised the last response. July will be one year since request warranty replacement. 

  
  

  

  Business response

  04/07/2022

  Hello,

  I have attached the report from the factory that it is loading the18th and we should be receiving the 20th. When we receive it, we will be calling to set up an appointment.

  Customer response

  04/07/2022

   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.   If not contacted by said date, refund is requested

  Customer response

  05/03/2022

  Re: You have a New Message from BBB Serving ******* *****, Complaint #********

  Window World has not contacted me or come thru with promises on complaint so need to know what is final step I can take with them.

   

  Thanks for the help,

   

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

  4416 ************

  *******, **  79934

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

   

  ************************* <**********************>

  Customer response

  05/03/2022

  Re: You have a New Message from BBB Serving ******* *****, Complaint #********

  Window World has not contacted me or come thru with promises on complaint so need to know what is final step I can take with them.

   

  Thanks for the help,

   

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

  4416 ************

  *******, **  79934

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

   

  ************************* <**********************>

  

  Business response

  05/04/2022

  Complaint # ********

  Good afternoon,

  As per our conversation, ****************** is scheduled for May 17, 2022 to replace the glass.

  If you have any questions or concerns, please let me know.

  Thank you

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

  Customer response

  05/06/2022

  ************************* <**********************>

   complaint ******** against Window World

  Last message from complaint I filed was that warranty window was to be rec'd by company by 4/22 and never heard back from them AGAIN.

   

  They continually go past any dates/promises and never contact me, July will be one year since have not had resolved.

   

  I stated in resolution if didn't contact me to install by 4/22 want to have complaint on file and refund so need to find out how I can end it with them since job will never be done by what they have showed in broken promises/commitments 

   

  Thank you, 

   

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

  4416 ************ 

  *******, **  79934

  Cell ************

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello back on June 22 of this current year I called window world for a quote on a sliding glass door. A salesman by the name of ***************** came to my home gave me a quote and told me the if I placed the order it would be roughly 3 months before I could receive my door and get it professionally installed. Well that was a lie. The door came in until early November and they scheduled the installation till 2 weeks after. When the professional installers finally came they did a horrendous job at installing my door and the actual sliding door came in defective and scratched to h*** and back. They said sorry we cant do anything about this the part for the sliding door will come in 2-3 weeks well finish the full install till then I immediately called there office and spoke to a gentleman named *************************** and was reassured they would make the intall right and get the defective part by Monday. That never came, I spoke with a woman named ******** which is the office manager and have been given the runaround ever since until this day. Please help me as this will be my first step in a legal process against this company not only for the poor service but for the horrendous installation which is not safe and have been told by a contractor that this door could fall at anytime if left as is.

  

  Business response

  01/21/2022

  Good afternoon,

  I was replying to the complaint on the property on **************************************

  On January 8, 2022, we finished the job. The customer was only available on Saturdays and due to the cold weather, the material would be more brittle when removed and installed. Tried rescheduling him for 12/30/21 or 1/8/21, ****************** didn't agree. We still reserved him on the 8th since he said he had Saturday preference. He insisted he wanted to talk to ******** since it's the person he spoke to originally as stated by "him."  I tried a couple of times to confirm the 8th, but he never called back and the installers still went to reinstall the door.

   

  If you have any questions or concerns, please let me know.

  Thank you

   

   

  *********************** ****** <***************************************>

  

  Business response

  01/21/2022

  Good afternoon,

  I was replying to the complaint on the property on **************************************

  On January 8, 2022, we finished the job. The customer was only available on Saturdays and due to the cold weather, the material would be more brittle when removed and installed. Tried rescheduling him for 12/30/21 or 1/8/21, ****************** didn't agree. We still reserved him on the 8th since he said he had Saturday preference. He insisted he wanted to talk to ******** since it's the person he spoke to originally as stated by "him."  I tried a couple of times to confirm the 8th, but he never called back and the installers still went to reinstall the door.

   

  If you have any questions or concerns, please let me know.

  Thank you

  Customer response

  01/26/2022

   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.

*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. ↩