ComplaintsforWindow World - Houston

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complete window replacement of home. Windows were ordered on September 22,2022. Windows arrived October 18, 2022 and were scheduled and installed on October 25, 2022. At time of installtion, I brought up concerns with damanged frames, missing caulk around openings and the sound transmission through the windows, which the sales rep stated these windows would reduce sound and that the missing caulk should address, however it has not. there is no change in sound transmission from my 1970 single pane window vs these " low E" windows as you can clearly hear through the windows when closed, other customers I have discused with due not have this issue and even had same sales rep, so unsure if the windows as installed were properly sealed. In addition, all windows along the front of the house have single locks, however in the master, one window has 2 locks and the other one right next door has 1 lock. This was the start of the isuue. Window World acknoldeged the issue at the first install date and have been out every couple of months after I follow up with windows not being able to fit. This company has come out in addition, the following dates at least, other times, I have had the sales rep come out and inspect, which he has requested managers to come out and inspect, yet this never took place. 12/14/22, 3/16/23, 5/8/23, 6/20/23 all for the same window issue and still this company is unable to fit the windows properly. I have reached out to the sales rep, fabrication rep, install rep, store and others, each time I am instructed that a manager will call me back, yet never happens. I financed a portion of these windows and at this rate, I will have paid off the windows within a year of completion and the windows as installed are not as agreed and allow so much sound to pass through, its as if there always open. The windows are installed so tight, that when trying to open, you have to use some force and they scratch the frames due to no give in the window.

  

  Business response

  08/03/2023

  Window World Field Supervisor has left the customer a voice message to call to set an appointment for a Field Visit to address concerns. Please call Window World 866-946-3189 Monday-Friday 8-5 CST.

  

  Business response

  08/25/2023

  Window World has had a scheduled appointment completed. It was determined that some additional products have to be reordered. The reorders have been placed. Once these items arrive, Window World will make contact to set up appointment to install the products.  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contracted with Window World for 2 sets of doors (Front and Back) (5) doors in total. I requested to keep my existing doors (3) of which were antique and 2 solid pane French Doors. The workmen who were not supervised and could not speak English or understand English removed the doors and now they are lost. Company is brushing the situation aside and want to replace my doors with old doors from someone else's home. Supervisor is inadequate he attempted to value the doors that were lost but quit communicating. I have had a poor experience with this company, and I am at a loss. I used Window World before and had such a great experience. I guess a good experience does not deserve another or improve with time. I don't want to be unreasonable, but I don't want someone's old trashed-out doors in my house. Poor business, and a poor way to treat a customer. Window World came out on top with this transaction.

  

  Business response

  03/09/2023

  Window World deeply regrets that these door have been lost and appreciate you working with us to bring this matter to a resolve. 

• Initial Complaint

  10/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We started working with Window World in May of 2022 and needed just the windows at the back of our house to be replaced for now with plans to work again with window world when we were ready to do all of the windows. We secured financing within a day and waited for two weeks to hear back from our salesperson. When he finally got back with us--he said the windows would be in in 3-4 weeks. It was September 8 of 2022 that Window World finally came to do the job. It is October of 2022 and THEY STILL ARE NOT FINISHED AND THE WINDOWS DID NOT PASS THE STORM INSPECTION. One crew arrived to start the job and then they went to another job and a second crew came in. One of the crews took our alarm sensors. So we had no alarms on our doors and windows for several days due to the crew. We decided that we needed the alarms and so had to pay out of our own pocket to get more. One supervisor said they would reimburse us as it was their mistake. Another supervisor said they would not. We have had to call so many supervisors and not one has really helped. Also, the crew/s forgot to bring the trim. It took us almost a month to get trim dropped off and it wasn't even enough to do the job. Supposedly, today, October 11-someone is supposed to drop off more trim but I will believe it when I see it. Our salesperson told us this job would be done in a few hours. It has been over two months. We had two families in our area who were needing windows done and wanted to know how our experience was. We are a firm no on recommending window world at this point. Especially after the inspector had to file a complaint because the windows did not pass inspection. We spend thousands of dollars and we don't want anyone else to go through what we have gone through. We have tried to rectify directly with the company with no response so we are now going public.

  

  Business response

  10/12/2022

  Window World would like to discuss this matter if you could give us a call at 866-946-3189 thank you.

  

  Business response

  10/20/2022

  Window World has reached an agreement with our customer to resolve the issues.

  Customer response

  10/25/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I had a very good conversation with Matt--based in Baton Rouge of Window World.  He understood our issues and we agreed to a financial number that was very fair.  He is also helping to address the windstorm inspection and I feel confident that this issue will also be taken care of.

  Thank you,

  ******* 
  
  
   

  
  

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered my windows in April of 2022, they were installed in June 2022, but the front window came in damaged. Tech told me another window would be ordered and it takes two weeks, the damaged window wasn't replaced August. Once all the windows were completely installed, they need to be inspected by a hurricane inspection company. Well, the windows failed on 8/10/2022 because the original installing tech didn't use an aluminum post (Mullion) between each of the three windows that are connected on the back porch. After the inspector left, it took four days for window world to return calls and schedule the required repairs. On 9/08/2022, the tech came back to the house and only installed one post but not the second one. Guess what, the inspector came back out on 9/22/2022 and the install failed yet again because the task was only partially completed. Now I am trying to track down window world yet again for them to finish the job, so my windows can be covered under the Hurricane insurance. The process started off great with the salesman but once the dotted line is signed the customer service and urgency goes out the window.

  

  Business response

  09/23/2022

  Service is scheduled for 9/27 to install mullion(s) on windows.  Window World apologizes about the extra trip out this will require. 

  Customer response

  09/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  
  
   I have received no correspondence from the inspector other than we scheduled a re-inspection for 10/12.  Not sure how the inspection can be scheduled for 10/12 but yet your message is claiming it is complete.  If the inspector has has signed off on the installation and you can do proof, I will gladly accept the claim is closed.  But, If this isn’t able to be done then the complaint will stay active until the inspector has inspected on the mention above date and the windows are approved.
  
  Regards,
  
  
   
  

  

  Business response

  10/12/2022

  The inspected was completed via photo's sent to the inspector.  The certificate will be available in a few weeks on the website.  A email was sent to you from Window World with this information.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased windows in July 2020 and had them installed in September 202. Immediately after they were installed we noticed problems with the panes on two windows (scratches and issues with the coating) and on another window the screen was damaged. We called Window World immediately and they said they would come out but never did. We let it go because there was a lifetime warranty and we figured they were busy because so many people were remodeling during the pandemic. Recently, the two windows that were an issue from the beginning started leaking badly. We called and made an appointment for someone to come today, but they no-showed again after we took off work and waited all day for them. We even called to check in and let them know we were waiting. They also advised us on the phone the screen only had a 30 day warranty and they would not cover it. We gave them a break once- now we need these problems addressed and hope we will get action through the BBB.

  

  Business response

  08/29/2022

  Window World scheduled a service visit but due to scheduling conflicts has to reschedule with our customer.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Window World windows for for my home in Houston Texas several years ago. There are 3 of their window panes that apparently lost the seal between the double panes and are cloudy where you cant see through them. Window World windows have an "all inclusive" lifetime warranty explained to me at the time of purchase in writing. I contacted Window World customer service 5 months ago to let them know of the problem for replacements and they took my information and told me they would call me back with a replacement date. 2 months passed and I did not hear anything from them. I called customer service back and they did not have any record of my claim. They took my information again and promised me a call back with a replacement date. 6 weeks later, no call. I contacted customer service again and they told me they were waiting on parts and would get back with me. with a replacement date. 6 weeks later no call. Apparently, the window world warranty is not worth the paper its written on and they will not honer it.

  

  Business response

  08/25/2022

  Window World has ordered the replacement windows, under out lifetime warranty, and are currently waiting for them to arrive from the factory.  Window World apologizes for the delay in the production of and delivery of the warrantied parts but due to the global pandemic our production time is much longer than it was in 2010 when these windows were first produced.  Window world values your business and wants you to know you can call to check the status of the order MON - FRI 8 AM to 5 PM at 866-946-3189.  As soon as we receive a update we will advise. 

• Initial Complaint

  02/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Window World came to install all my windows. Much of the trim around my windows and patio doors (two sets was damaged) I called to complain and a service man came to inspect, took notes and pictures and said he would give them to his boss. That was the first part of January 2022. I have yet to hear from anyone. They were scheduled to arrive at 12 noon and did not show up until late afternoon. They explained they had a problem with another installation, an apology and went to work, It was dark before they finished. I even furnished them with lights and a nail gun to install the indoor trim, I paid half of the over 9,000 dollar charge when ordered last summer 2021. Patiently waited for the installation and the last half promptly after installed. I would appreciate your help and theirs.

  

  Business response

  02/11/2022

  Window World apologizes for this matter. The Field Supervisor has reached out to the customer and have set an appointment to fix the items for the customer on 2/18/22.

• Initial Complaint

  01/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Mr. James ****** and Ms. Tammy *********: Hope all is well. First and foremost I am writing this letter regarding my paid order placed with Window World and the unprofessionalism and unethical customer service services I am experiencing with Window World and taking my money as this is not in line with the values you have stated “that Window World will do their best job, every day, because at Window World we trust that a great job today will bring referrals, from family, friend and neighbors tomorrow”. Well not with the service that is being provided to me from Window World. My initial contact with Window World Rep Mickey ***** in November 2021 was the first red flag as all he wanted was my credit card number. Mickey had no consideration for what I wanted for my window type. Again, all he wanted was my credit card number. Mickey was very shady. Therefore, I canceled my order with Mickey ***** and was referred to an Eric ******. I signed a contract with Eric ****** on 11/24/21 and was told to expect my window order to be available in 14-16 weeks. On January 11, 2022, I received an email stating that my order would be in on 2/23/22, see attached. Then on January 12, 2022, I received an email and call from Window World that my order was in, and they can schedule my install on January 13, 2022. I stated to the Window World Representative then that I work and will need to schedule time off from my job. I then scheduled time off for Friday 1/21/22 only to receive a phone call from the Window World installer that my install would be at 4:00pm on 1/21/22 and that window #3 had a broken frame on my order. I was livid as I was told that the install would be in the morning on Friday January 21, 2022, when I spoke to the rep on 1/12/22. I also clearly stated on 1/12/21 to the Window World Rep that I did not want the install done if it was raining and that I wanted a morning installation. For accountability my salesperson Erick ****** should have been on top of the de

  

  Business response

  01/24/2022

  Window World apologizes for this matter. Our Team has reached out to the customer and have reset an appointment for the customers request.

  Customer response

  02/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  The consumer filed 16750426 on 2/9/22 that was closed as a duplicate. Below are the details provided. 
  Hope all is well. First and foremost I am writing this letter regarding my paid order placed with Window World and the unprofessionalism and unethical customer service services I am experiencing with Window World and taking my money as this is not in line with the values you have stated “that Window World will do their best job, every day, because at Window World we trust that a great job today will bring referrals, from family, friend and neighbors tomorrow”. Well not with the service that is being provided to me from Window World. My initial contact with Window World Rep Mickey ***** in November 2021 was the first red flag as all he wanted was my credit card number. Mickey had no consideration for what I wanted for my window type. Again, all he wanted was my credit card number. Mickey was very shady. Therefore, I canceled my order with Mickey ***** and was referred to an Eric ******. I signed a contract with Eric ****** on 11/24/21 and was told to expect my window order to be available in 14-16 weeks. On January 11, 2022, I received an email stating that my order would be in on 2/23/22, see attached. Then on January 12, 2022, I received an email and call from Window World that my order was in, and they can schedule my install on January 13, 2022. I stated to the Window World Representative then that I work and will need to schedule time off from my job. I then scheduled time off for Friday 1/21/22 only to receive a phone call from the Window World installer that my install would be at 4:00pm on 1/21/22 and that window #3 had a broken frame on my order. I was livid wanting to work on my home leaving it open to the elements at night in freezing temperatures as I was told that the install would be in the morning on Friday January 21, 2022, when I spoke to the rep on 1/12/22. I also clearly stated on 1/12/21 to the Window World Rep that I did not want the install done if it was raining and that I wanted a morning installation. For accountability my salesper
  
  Regards,
  
  
   

  
  

  Customer response

  02/10/2022

  Better Business Bureau:
  
  This letter is to inform you that Window World has carried out to my satisfaction the resolution it proposed for my complaint, filed on 1/21/2022 and assigned ID ********.
  
  Regards,
  

   

  This complaint should not be closed as I was not allowed time to respond to BBB.   Please reinstate.  

   

  Ora ****

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

• Initial Complaint

  12/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have waited months (after initial payment) to receive our windows from Window World. They finally come in and we could not be more unsatisfied with the product and the install. As soon as the install team showed up, I was told they didn’t have all the windows. So now I have an eye sore on my home (one window white paned and one black picture). I received a call from the field superintendent who had no idea a out what was going on and still expected the full payment. To add insult to injury, the install team BROKE the existing window that they were missing and just want to put cardboard over it. This is a safety risk!!! It will take between 5-7 weeks (they say) to get a new window in. This is reckless and irresponsible practice and should not be tolerated.

  

  Business response

  12/30/2021

  Window World apologizes for ths matter. The product has been re-ordered and soon as it arrives a scheduled appointment will be set to complete the project.

• Initial Complaint

  12/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wanted to express how disappointed and upset I am about doing business with window world. I have gone through a terrible experience. The first time my Windows were getting installed the screens did not fit correctly, screens were torn, window frames were scratched, and windows were missing caulking all around. The installers were very rude and they seemed bothered when asked questions. I called window world and spoke with someone in charge. They were suppose to come out and replace some screens. They rescheduled my appointment twice. I missed worked twice due to this. They were very inconsiderate about letting me know ahead of time. They don’t give you a specific time on when they are arriving until the day of. The second installer comes out to replace my screens and asked if he could leave the screens at my house, so that I can install them. Once he arrives at my house, he told me “you are one of those people” because I called to have the unfitted screens replaced. This is very poor customer service and unprofessional. Another is that it’s only been a month since my windows have been installed and one of the windows is already cracked. I have already placed another order to have that window replaced. This would make it the 4th time I have window world come out just to finish one job. Every installer has been unprofessional, rude and doesn’t seem to know they are doing. Now I have to wait 5 weeks to have my window replaced, i have to miss work and I just bought the windows a month ago. This is ridiculous. I am tired of constant unprofessionalism and defective equipment. I would never recommend this company to someone. I would like to have my screens sized and fitted correctly. I would like a professional installer with good customer service, accommodating schedule, merchandise that is in good condition, and someone who knows what they are doing.

  

  Business response

  12/20/2021

  Window World apologizes for this matter. Window World Field Supervisor has been in contact with the customer. There are a couple of items that need to be re-ordered. The Field Supervisor will be back in communication with the customer. Window World will be working with the customer to get this project finished as soon as possible.

  

  Business response

  12/29/2021

  Window World Field Supervisor has assigned Field visit set to address the customers issues.

*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. ↩