ComplaintsforWindow World of Dallas, LLC

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Tuesday, April 23, 2024, at 07:59:19 AM CDT, ******************* <*********************> wrote:Good morning Here are the pictures of all the work we have to complete and it's all around the windows that were installed by Window World. Please remedy this asap or we will need to because its a lot of work and a lot of money coming out of our pocket. We have a very strict HOA we cannot have it this way for more than a week and it's already been one week. We are currently waiting on the estimate on the back windows of the house. Please let me know what your plans are on correcting this asap. These windows have a lifetime warranty according to Window World. On Wednesday, May 8, 2024 at 10:17:24 AM CDT, ******************* <*********************> wrote:Good morning Since I had called in the situation we were in and couldn't wait weeks for someone to come out because it would have caused more major damage to our property we had to get torn down and fixed. It took almost a month and the contractors WE hired are almost completed. We are expecting reimbursement as soon as possible. Also, we have had issues since the day the windows were installed. You should have all the notes on that as well. So please do not send anyone to fix the problem that is being worked on now but instead ******************** would like to speak with someone in charge. We had to purchase supplies and materials to take of this situation that could not been avoided from day one. Yes, things do happen but not this much damage. Why isn't anyone calling back.I will wait to hear from someone in charge.

  

  Business response

  05/28/2024

  Window World has not been provided with any documentation that a leak was coming from the window installation. A service appointment was set to investigate the situation and the customer cancelled the appointment--stating that their contractor had made the repairs. 

  Customer response

  05/28/2024

  No, it is not true that Window World had said, "Window World has not been provided with any documentation that a leak was coming from the window installation. A service appointment was set to investigate the situation and the customer cancelled the appointment--stating that their contractor had made the repairs."

   

  Also, I have emails that I have sent to Window World and pics I sent to them as well.  I had mentioned to them to come look for themselves and I was told they were about a month out on coming out.  We had to do something to fix OUR HOME and yes it took about that long to fix it and correct Window World's mistakes.  On the last day when Window World decided to contact us (********************) the contractors had finished.  I cried out for help and no one would give us a time of day.  So sad how it works - pay when the work is supposedly complete then when you need them to come out again, WE have to wait.  I can go back to where our wooden shades were messed up but then I need to worry about this issue.  

   

  Velma 

  Customer response

  05/28/2024

  I asked Window World for the $4,000 in damages from the windows that were not in place correctly, but they refuse.  

   

  If that is the case then I would like the entire $14,000 refunded to me as soon as possible for all my stress, and inconveniencing me and my family also, stressing about HOA having to look at all the mess while my house was being worked on. 

   

  Velma 

  Customer response

  05/28/2024

  My phone number is ************

  I want the $4,000 we put into the house or $14,000 that we paid in full to Window World for Windows/installation.  

  

  Business response

  06/17/2024

  Window World has reviewed the pictures and also the quote provided by the customer. ******************************************* Field Supervisor has met with our customer for additional review. ******************************************* is currently working towards a resolution.

  

  Business response

  06/20/2024

  Window World has reached a resolution with our customer.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered my back sliding glass door from Window World because I ordered my windows from them. They get the door and come install it. Last March. Then when we had record heat last year I was trying to figure out why my house was so hot. Come to find out the door's film that was suppose to keep the heat out was on the wrong side of the door that was installed. So the heat came into the house and could not go out. They ordered a new door but that was wrong. They finally get the right door and come to install but he installer forgot the other side of the door. They did give me $300 for the electrical bill. Then, the covers were not installed, so everything was exposed. Then I was feeling the wind through the door on windy days. The tech came out and said they are missing some type of blocks/flaps that should have come with the original install. I have called and the lady told me they would be in the following week and I still have not heard from them to schedule. I also asked that they bring the instrument to check all my doors and windows to make sure the film is on the correct side because some of the windows and doors are hotter than the other. This is not the best way to keep customers.

  

  Business response

  05/21/2024

  Window World apologizes for this matter. Window World Field Supervisor has made contact with our customer and have scheduled a field visit for today to inspect the issues with the door. 

  Customer response

  05/22/2024

  I have reviewed the business response and accept this resolution. ****** came out the next day and figured out the issue. He returned today 5/22 and fixed everything. Thank you for fixing the issue. ****** was amazing and I appreciate him. 

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Windows were installed on 9/12/2023. The screens did not fit on any of the 16 screened windows. As of this week (4/8) nine screens are still missing. It's over 7 months. They have remade the screens four times, which means they have made them five times including the screens that came with the windows. Their routine is come out and measure, reorder (4 weeks), call to schedule an appointment to install at their convenience (up to three weeks later), attempt to reinstall and then repeat the entire process again (4 times so far!)After the last attempt failed (4/1), they called and wanted to do it again. They had been told in advance the 4/1 attempt would be their last. They said they work bring a factory rep. I asked if they would guarantee they would bring nine new screens that fit. They said they would not guarantee anything. I declined the offer until I can explore my options.Im stuck at this point. I cant find another company that will make screens for these windows. I have contacted a law firm that is sending them a letter that gives them 45 days to respond and another 45 days to correct. If they dont have it resolved by then, I can *** them. Since I can't get screens for the windows, I would have to replace the windows. So I would need to *** for a total refund.But this would be considered small claims court in ** and god knows how long that will take. And if they somehow can make a few more screens that fit, will I get a total refund if 3 or 4 still don't fit? Anything the BBB can do would be appreciated.There are few other defects still remaining. One window sags. Six others have loose trim they claim can't be fixed. And they all leak air in the corners where the top and bottom windows meet. How they get an Energy Star rating is a mystery to me. If I had looked at the online complaints against them and the lack of a BBB rating, I never would have bought from them.

  

  Business response

  04/30/2024

  Window World expresses an apology. The customer has been very patient and understanding regarding the matter with the screens. Window World has been out as stated by the customer in this complaint and ******************************************* is still wanting to get this matter taken care of. Window World is requesting that a factory representative along with a Window World Field Supervisor come out to get measurements--as previously attempted to do so and had this set appointment. The customer cancelled this request. ******************************************* is requesting another appointment to be set with the factory representative and Window World Field Supervisor.

  Customer response

  05/01/2024

  *******************, the Owner of this franchise will be receiving a letter from my lawyer within a week that will set deadlines to complete this job.  Unfortunately for me, I waited way to long to enlist legal council.  Texas law will allow Window World to stretch this out another four months before I can sue *********** I had no idea they would get this kind of latitude under the law.

  So they can come out any time they want.  They can advise me by email whatever date they want to come.  They can send whoever they want.  I don't need to be home.  They don't need access to my house.  Just have them advise me of the date and I will take the lock off the gate.

  Customer response

  05/03/2024

  I am rejecting this response because:   

  *******************, the Owner of this franchise will be receiving a letter from my lawyer within a week that will set deadlines to complete this job.  Unfortunately for me, I waited way to long to enlist legal council.  Texas law will allow Window World to stretch this out another four months before I can sue *********** I had no idea they would get this kind of latitude under the law.

  So they can come out any time they want.  They can advise me by email whatever date they want to come.  They can send whoever they want.  I don't need to be home.  They don't need access to my house.  Just have them advise me of the date and I will take the lock off the gate.

  

  Business response

  05/06/2024

  Window World has set a scheduled appointment with our factory rep along with a WIndow World Field Supervisor to go out to the property on 5-16-24. This information has been emailed to our customer.

  Customer response

  05/06/2024

  I received the appointment notification from Window World and confirmed it with them.  This does not satisfy the complaint.  They are coming here for the 5th time to measure and then rebuild the screens again.  Since they have failed with four previous rebuilds plus the original screens that came with the windows, I have no confidence they can remake 9 screens correctly.  Even Window World refused to guarantee they were capable of doing that.

  So now I will wait until they go through this routine again to see how many they get right.  There is no sense of urgency with them.  I expect the 4-6 week lead time to build them and then schedule an installation when someone is in the area.  In other words, the end of June.  

  I will update the BBB when and how this attempt works out.  So please keep the case open.

  Regards, *******************

  Customer response

  05/08/2024

  I am rejecting this response because: 

  I received the appointment notification from Window World and confirmed it with them.  This does not satisfy the complaint.  They are coming here for the 5th time to measure and then rebuild the screens again.  Since they have failed with four previous rebuilds plus the original screens that came with the windows, I have no confidence they can remake 9 screens correctly.  Even Window World refused to guarantee they were capable of doing that.

  So now I will wait until they go through this routine again to see how many they get right.  There is no sense of urgency with them.  I expect the 4-6 week lead time to build them and then schedule an installation when someone is in the area.  In other words, the end of June.  

  I will update the BBB when and how this attempt works out.  So please keep the case open.

  Regards, *******************

   

  

  Business response

  05/23/2024

  Thank you for your understanding. Window World is working with the factory on getting this matter resolved. Soon as Window World receives the ship date from the factory and delivery to our warehouse, we will reach out and schedule an appointment. 

  Customer response

  05/24/2024

  I am rejecting this response because:   

  Based on their response, I assume they sent someone to my house on 5/16 as they claimed they would.  I was not home and they never advised me they were there.  Today is eight days later and they still have not determined a ship date.  Really?  I was in manufacturing for 30 years and my company could have a ship date in three days maximum.  And this is just for screens.  There is zero priority to get this done.  THEY INSTALLED THESE WINDOWS ON 9/12/2023!

  The BBB has no impact on this corporate incompetence, stupidity and deception.  They'll show up when it's convenient.  If some or all of them don't fit, they will promise to go through the routine again.  Even suing these incompetent amateurs is problematic in ******  The amount pushes it to small claims court,  And the **** and Texas Property Code would allow them to drag it out another 100 days as long as they keep promising to fix it.

  The only thing I'm left with is costing them as much business as possible.  That campaign is already underway.

  

  Business response

  05/24/2024

  The Factory rep did go out to the property on the scheduled date. The customer was informed via email that on that date there was inclement weather, but the factory rep would still be coming out. The measurements were taken by the factory rep and the reorder was submitted by the factory rep. ***** is an estimated ship date provided by the factory for an estimated ship date of 6-7-24. As mentioned previously soon as the screens arrive we will notify the customer to set this appointment up for the factory rep to come and install the screens. 

  Customer response

  05/28/2024

  I am rejecting this response because:   

  There is nothing to reject at the moment.  This is simply the fifth time I have seen this exact response since last September.  "We come, we measure, we re-order, we bring them out to install at our convenience."  The only reason I rejected this is that BBB apparently closes the case if I accept it.  I do not believe they will have nine screens that fit as they should.  They would not guarantee that either.  This is a real challenge for this outfit.  If I let BBB close it out, I would have to re-submit everything again to bring this to an eventual conclusion.  In four previous attempts they only got five new ones to fit.  So I will leave this open until they get it right.

  

  Business response

  06/28/2024

  The factory representatives along with Window World Field Supervisor went to the property as scheduled on 6-20-24 and resolved the issues with the screens and repairs. Our customer has confirmed with our Field Supervisor this is all completed. The issues have been resolved.

  Customer response

  07/07/2024

  The screens were finally delivered on 6/20.  The one remaining defect (loose trim) on six of the windows apparently can not be fixed.  So the the matter is finally closed after over nine months.  Sorry I bought them and would never recommend them.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We called Window World out to put in an interior window in April 2024. They said they could and that they could do a "rain" privacy texture on the glass for us, which is what we wanted. We had asked them what our options were for privacy and rain was the only one acceptable. Along the way, we agreed to replace a number of exterior windows. They did the math, prepped the contract, and we signed. They said we had three days to cancel. About 10 days after we signed, long after the three days passed, Window World said they couldn't do the rain privacy texture on that window--saying it was too big. But why they didn't know that before we signed is a mystery to us. They offered us "frost" as an alternative, which we didn't want, and which we told them we didn't want on the day of the contract signing. So I ended up telling them No formally and that we wanted to cancel the whole thing because that interior window was the main reason we called them out, that if we couldn't have that, we didn't want any of them. It was beginning to feel like a bait and switch. Plus, we could hire someone else to do the interior window, and it would be cheaper for that new company to do the exterior windows at the same time. Window World's response? We are violating the contract because we are attempting to cancel outside three days. But they violated the contract we signed first: they can't deliver what they said they could deliver, and the contract was based on that. Right now, we are locked into a contract they broke, and we are hiring an attorney to fight them.

  

  Business response

  05/01/2024

  Window World apologizes that we are unable to meet the customers expectations. Therefore ******************************************* will be cancelling and refunding the customers deposit. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order 4 large 96x36 windows for my master bedroom with a requirement to reduce the noise from the street side. The Sales person **** recommended the Laminated window with Insulation etc - which was way more expensive than normal 3 ply window.The order was placed on Dec 31st 2023 and the order was delivered on Feb 29th 2024.The installation went on ok. The installer left a lot of dust in the master on the wooden floor, which I had to get cleaned.But the main reason for this complaint is:1. The windows are poorly constructed - I understand the glass is heavy because it is laminated, but it cannot be moved up and down easily. I can crack open them with a good amount of effort and I have to use both my hands and stand on it to close them. 2. Also, with the window tilt option, I cannot tilt it inwards since my plantation shutters block movement, I am not sure this was considered while measuring.I have paid upwards of $4500 for 4 windows and I was never told that it could not be opened and closed easily nor the tilt would be blocked.I reached out and they kept sending the same person over and over which made the window worse, opens even less.The only solution offered was to reorder newer set of windows for a lesser price, which I think is a rip off.I went with recommendations that they were the good and offered a good prices, now I know they lack in quality and standing by their delivery. I need them to agree to the fact that they did not fully explain the solution they had designed for me and compensate for the lack of functionality on the windows.

  Customer response

  04/02/2024

  The contract details the custom windows I ordered and the recommended type of window by the Window World sales person, the details are:

  4 Windows (dimensions on second page)

  No Grids, Laminated on All, Single Hung (able to open and close easily)

  What I got installed was, 4 Laminated windows that I cannot easily open and close (very hard to move down to close)and does not tilt inwards (was a feature they sold hard).

  I asked them to fix it, they came an change some spring to be below where it was before making the window opening very small.

  When asked to fix this - they offered to sell me new windows at a lower cost and do nothing else about it.

  Hence the complaint, they did not mention that the windows will be hard to open and close and they did not say that they cannot be tilted at all.

  

  Business response

  04/08/2024

  Window World has reached out to the customer to confirm that what was ordered and installed is correct. The customer concern is that he claims was not fully informed of the operation of the windows. Window World has offered a resolution to our customer and the customer will reach back out to us to confirm.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 6/12/23, Window World installed 12 windows. The contracted price was $7,468. Of the 12, 3 were picture windows, and 9 were to be Double Hung windows, per purchase agreement (attached)executed 4/1/23.On 3/3/24, we noted that we were unable to lock the window that was installed in our office room. On 3/4, I called the 800# and spoke to ******. She emailed me instructions directing me to pull the top sash down, then up: If you're unable to lock the window: First, unlock the window completely by turning both locks all the way to the right side. Pull the top sash halfway down, then push it up as far as it will go. Then pull the lower sash to the bottom of the window. Once both sashes are in their proper positions, you will be able to engage the lock.When I looked at the window, I noted that there was not a top sash. I called back and ****** said I had double hung windows. I had kept the stickers from the installation and all the non-picture window stickers indicated single-hung. I made ****** aware of this and she scheduled a tech to come on 3/13.3/13/24: *** came out and showed me how to close the window so the locks will operate. I then called the ************ number and spoke to ******** about the single hung/double hung issue. She is having ***************************** call me. She referred to it as a sales issue. She asked me if ****** told us we were getting single hung windows. I replied that since it was last April (11 months ago) I dont remember but that the signed document clearly indicates double hung windows. ******** said the docs she has indicate single hung, but that is different from what ****** said on 3/3/24.We did not receive what we paid for. The document (attached) clearly states Double Hung windows. We are not seeking a redo of this job. We are seeking an adjustment to the amount due given we did not receive what was ordered.My attempts to communicate with Window World by phone to discuss the issue have so far been unsuccessful.

  

  Business response

  03/22/2024

  Window World has spoken today with our customer. We have informed the customer that what was ordered are single hung windows on the order form. There is no price difference between single hung to double hung windows. Our customer has requested a copy of the contract and order form for which we have emailed those copies over. Our customer would like to further review this. 

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Damaged houses during install. Told me to fix it which I did out of my own pocket. Sent receipts and they are very slow to respond. I still havent got reimbursed

  

  Business response

  02/29/2024

  Window World has been in contact with our customer and advised that the information was received and Window World has processed the reimbursement check and has been mailed out. 

  

  Business response

  03/04/2024

  Window World has confirmed with our customer that he has received the reimbursement check in the mail. This was communicated today 3-4-24.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have dealt with Window World for many years and have always been satisfied with the products and service. On August 7, 2023 I purchased 3 windows and a sliding glass door. The purchase price was ****. This included 295 maintence. Because I had never had a problem with the products I did not see a need for a maintance agreement. I contacted ***** ******* the next day to cancel the maintence contract. I canceled the contract within 24 hours. ***** indicated this would be no problem. I have phone customer service and been told I did not cancel in time. On December 26 I received a call from a guy indentifying himself as a district manager. I question the call as he said he had to talk to the president of the company to approve the refund. He then called back to say it was approved and I would receive the money. I have tried contacting the person but have received no answer or call back. Attached is the request to cancel and ***** response, Communication with ***** and phone record of incoming call from the district guy. I am requesting only the 295 maintence that was to be canceled.

  

  Business response

  02/15/2024

  Window World has reached out to our valued customer and we apologize for the delay with this request. Window World is in process of issuing the refund check for the no longer needed Maintenance Agreement. 

  Customer response

  02/15/2024

  I have reviewed the business response and accept this resolution.  I have been contacted by Window World and promise a check.  

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I needed to replace my last window on my house and picked Window World. I picked them bc I have used them to replace all my other windows (18) for the past few years. Never had any issues until now. The sales person (******) came by and he measured the opening like they have always done so. The only different was that I was going to install this window myself this time vs them. The order was placed on Oct. 8th I believe. The window was delivered on Nov. 9, the window was 20" to tall (Ordered 64" but got 84"). The man who delivered walked in and measure and agree it was wrong and also took photos. Someone was suppose to call me that same day. I was in communication with this person who delivered it, he was professional. Then it was the next day and so on. I ended up calling the main number and I was told that a window has already been order and should be in no later then Nov. 30th. I finally got a call from someone at the location where I ordered my window on Nov. 14. His name was *****, he said he will do some research and get back to me the next morning. On Nov. 15 ***** and I spoke, he said that I would be responsible for the wrong window and also the new one. His reason was that bc I signed the contract, nowhere in the contract states that I am responsible for ******'s mistake on measuring the opening wrong. He did not scream but kept saying that he is not going to argue with me and will push this to corporate. I told him that we are not arguing which we were not. I was so upset and disappointed bc after all these years and windows(17) plus convincing my mother to use them also this is what I get on my last window that I need. The best ***** can do is blame me for ******'s mistake and then tell me that I had to pay the wrong size window if I wanted to get a new one. So I have to pay double the amount to get one window. This is something I can not just write off, this is money from my family and again to be responsible for someone else mistake is just wrong.

  

  Business response

  11/16/2023

  Window World has reached out to our valued customer today **********. The replacement window that has been reordered will be of no charge. As soon as the window arrives an appointment will be set. The customer has agreed to this resolution and will reach back out to the BBB as resolved.

  Customer response

  11/16/2023

  Corporate called me back that my new window has been ordered and should hear something no later then Nov. 30th. Also that I will only be responsible to pay the original cost for the new window, so no more of me paying for the window that was measured wrong and the new one. Now I just have to wait until I get a call that my new window is ready to get delivered. Thank you all (BBB and WW Corporate) who were able to help me resolve this issue.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a warranty issue with a window that lost the gas inside the pane and it is cloudy. They agreed to replace the window and it was ordered. It arrived broken at their shop and they said it had to be reordered, that took one year to be told the replacement broke, and had to be reordered. Four months later it arrived at the shop. They scheduled the replacement and the day of service, it was discovered to be broken again. They reordered it again, and it has been 16 months of waiting, the warranty is lifetime.

  

  Business response

  11/15/2023

  Window World apologizes for this matter. As much as it is frustrating to us Window World- the logistics of transporting glass products from factory to transport to warehouse, these things do occur. We make every effort to check the products before coming out to the project area and can not unpackage the products each time in the event of possible more damage. The re-ordered products have arrived and Window World has attempted to reach out to both phone numbers today 11-15-23 and left voice messages to call to set an appointment to finalize this warranty work. The customers may reach out to us Monday-Friday CST ************. Window World appreciates our valued customers patience.

*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. ↩