ComplaintsforWindow World TX

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of the transaction: October 17, 2023 Window World committed to provide us their energy efficient windows. The windows we saw in their showroom are not what we received. Their showcase windows and the ones that the owner demonstrates on commercials and ******** do not create a green hue on the interior of the windows. The windows they sold us but did not install, also did not have weep channels cut out in the corners of the windows. 12 of the windows they installed (or, 4 of our rooms) have a distinct green hue on the interior of the rooms and roughly cut out weep channels on each corner. This poses both an aesthetic issue inside and is difficult on the eyes. It sometimes causes a headache. The weep channels allow water to hit the weatherproofing and create a safety issue by allowing a small object to be inserted into the windows to open them.We never wouldve purchased these windows if we saw either of these issues.When we signed off on the installation, it was immediately following the install. This was at sundown, late in the day. Over the next couple of days, we were able to see how the green hue on the inside of the home occurred in various rooms and at different times of the day. Window World's supervisor and the regional sales vp of MI Windows (who is the manufacturer) stated that there are other options for the windows. We waited patiently for their resolution. Window World attempted to resolve it by installing two new windows. Both still had the weep channels and green, interior hue. Their final option/resolution was that we either keep these green windows with the weep channels as they meet code, OR we install new clear windows that are not up to code. At this point, we would like a refund on these 12 windows so we can install a different product that is up to code while resolving these issues.

  Business response

  03/06/2024

  We have been in contact with ******************* dozens of times explaining the "green hue" on her **** windows. What was installed on her home was the same product she viewed in our showroom with the same glass we demo for every homeowner. This is the first complaint we have had in regards to this in 20 years. After she was not satisfied with our explanation and third party verifications, she contacted Window World Corporate. I have attached the responses from *******************, customer relations manager. Still not satisfied, ******************* then went to Good Housekeeping who gave her the same answers. She has been given the only option available and has been made aware that clear glass WILL NOT meet Energy Star standards. We have bent over backwards to try to appease ******************* regardless of how unreasonable her expectations. ******************* was delivered the windows she purchased. Everything that has transpired since that time has been out of good will on our part. We have done all we can do. No refund of any kind is warranted. 

  Customer response

  03/07/2024

  Complaint: 21375438
  
  I am rejecting this response because:

  Pleas see below for my response to Window World's statement:
  
  We have been in contact with ******************* dozens of times explaining the "green hue" on her **** windows. What was installed on her home was the same product she viewed in our showroom with the same glass we demo for every homeowner. This is the first complaint we have had in regards to this in 20 years.

  - We stand firm that the windows they installed are defective. If not, then Window World engages in deceptive trade practices.  The window  is NOT the same as what is in their showroom, on their website, and in their commercials.  So if we are the first, that further demonstrates that our windows have an issue. The manufacturer, MI Windows Regional Manager, *************************, was in our home with Window World's Field Supervisor, ****.  ******************** stated that there were other options than what we had installed that were energy efficient. ****, from Window World, stated the same. In fact, he said that Window World gave us the rock bottom product and pricing. We never asked for that.

  --Furthermore, ************** stated in an email after the installation that the windows could have a green hue. Why would he not disclose this information on his sales materials, train his salespeople to communicate this, and include it in his ******* videos and ******** Live Streams? If he is so ready now to explain that the green hue occurs, he should make that known to consumers before the purchase. And he should also disclose that if a consumer doesn't want their home to look green inside, the only option Window World has is to purchase windows that are not up to code.

  -- All of the information we've learned from ************** and Window World that we should've had pre purchase, would've informed our purchase. We would not have chosen Window World.

  After she was not satisfied with our explanation and third party verifications, she contacted Window World Corporate. I have attached the responses from *******************, customer relations manager.
  
  -******************************************* Corporate's response actually affirms for us in their email that Window World San Antonio withheld the critical product information that the windows would cast a green hue inside the home as well as the fact that our windows would have weep channels instead of holes. Window World's salesperson never disclosed that the windows would cast a green hue or that we'd have these weep channels.
  
  What was sold to us was not what was installed. This could be viewed as deceptive trade practices. 
  
  Still not satisfied, ******************* then went to Good Housekeeping who gave her the same answers.
  -- Good Housekeeping's email (attached) said: "We regret to learn about the challenges you've encountered. We sympathize with you, and we appreciate you bringing this to our attention. We recommend continuing to work with the technician to address your concerns, and Window World is ready to assist in resolving the matter and addressing any questions you may have."
  
  She has been given the only option available and has been made aware that clear glass WILL NOT meet Energy Star standards. We have bent over backwards to try to appease ******************* regardless of how unreasonable her expectations.

  -- Window World has not bent over backwards. They came to our home to review the windows, install their "new windows", and then review that those windows had the same issue. What they've done is contradict themselves. The owner says they don't have any other options that are Energy Star (we're not asking for energy star, we're asking to code).  Their supervisor and the MI Windows Regional Manager stated there are other options. We waited for those options and were never provided them. We simply were told that we either have to purchase windows not up to code, or keep the green windows.
  
  In addition, their showroom and again, their promotional materials, DO NOT mention or demonstrate a green hue on the INTERIOR of the home or weep channels. Our expectations are not  unreasonable. We want windows that don't cast a green hue inside of our home. We've investigated other energy efficient manufacturers and companies in the area, visited other homes, and NONE cast a green hue inside the home. Also, have not seen windows with weep channels. We want windows that we were sold by the salesperson ********************************* under the direction of ***********************. Or, a refund on those windows in our home that have the issues. It's 12/19 windows so that we can go to another company and have them replaced.

  ******************* was delivered the windows she purchased. Everything that has transpired since that time has been out of good will on our part. We have done all we can do. No refund of any kind is warranted. 

  ---We were not delivered the windows we were sold. This is clear and evident. An investigation, if it comes to that, will show that the product sold and marketed is not what is installed. 
  

  -- We would like for Window World to share with us other homes that have the green hue inside and weep channels cut out of the windows. If they stand by their product, then show us the other customers who have the same windows. If they have the same windows as us, then they'll have a green hue inside their home and weep channels cut out. 

  -- Window World has done nothing more than 3 visits and a lot of communication stating over and over that they have no other product that is up to code. Every person that has seen our windows has the same reaction of shock that Window World won't replace them with the product that they promote or provide a refund. 

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

  Business response

  03/07/2024

  I stand by every statement made in my initial response. Every window that is installed in our region, by any company, will have some form of **** if they are energy star certified & follow code. It only takes a click or two to find this information online from any number of 3rd party sources. We have never engaged in deception of any kind to sell our products. We offer a premium product at a value price. I can not possibly cover every detail of the windows we sell in a TV ad. I also dont mention every option, details of construction, the fact that they have locks, etc.This is why we have showrooms and offer free in home demonstrations. 

   

  Customer response

  03/08/2024

  Complaint: 21375438
  
  I am rejecting this response because:
  1. Window World did not disclose or demonstrate in their sales materials, showroom, commercials, or sales pitch that the windows will cast a green hue inside the home. They also do not provide and did not show any windows that had "weep channels" instead of their standard weep holes. We purchased a product that was not installed. 

  2. We again are asking that the 12 out of the 19 windows they installed be refunded since they refuse to provide the alternative options. The alternative options are what they spoke about when in our home trying to resolve the issue. We have yet to see these options. We have received bids from another company who provides **** windows with weep holes and no green interior hue. It's clear that Window World has an inferior product or is refusing to provide alternative products to replace the windows.
  
  To be perfectly clear: Window World installed 19 windows. The complaint is regarding the 12.  The remaining 7 windows are custom sized, do not cast green hues inside the home, and have the weep holes we saw in their showroom and sales pitch. These windows are not in question. These custom sized 7 windows should also have weep channels like the 12 in the complaint, if they stand by their rationale to have weep channels cut out of our frames.  
  
  The 12 windows are all double hung and the same size. They all have the green issue on the inside of the home and the weep channels. I just want this to be perfectly clear.
  

  Regards,
  

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

• Initial Complaint

  06/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered replacement doors and windows from Window World TX on 3/29/21. At time of order, we were told installation would occur in 2-3 months. Delivery/installation was finally scheduled for October, over double the time we were told to expect. In that first installation, half the order was incorrect and therefore not installed. Window World then tried to say we ordered the front windows wrong, but there was no way for us to recognize series numbers on the order, and we have written proof that Window World knew the proper items to order. Second installation was scheduled for Feb./March 2022, full year after order placed. Front windows were wrong product again, and both remaining doors were installed incorrectly. Therefore, we now have temporary doors in 2 spots, damaged walls and trim around doors, and still old windows in front. Window World has been extremely unresponsive, uncaring, and unhelpful. The attachment shows dated specifics. While we certainly do not desire to work with Window World again and do not trust their work, at this point we just want the job completed and the damage they caused repaired.

  Business response

  06/28/2022

  While we acknowledge that there were mistakes made on your project and we have apologized for these issues, this complaint does not paint the entire picture. We have almost 60 notes in your file and at least 6-8 different employees who have interacted with you throughout this process. You ordered 17 total windows, 1 sliding patio door and 1 entry door. The outstanding windows in question were reordered when you did not like the ** eyebrow windows you had actually purchased. We reordered those as DH windows with eyebrow mulled on top as you requested in the interest of customer relations. The sliding door was delivered wrong and, as you have been made aware by my office, has been backordered at the manufacturer. My V.P. of operations even gave you her cell number and eventually had to ask you to stop texting her on it when you abused it. We have been in touch throughout this process (as recently as 6/24  and today) and will continue to update you as we have that information until your outstanding windows and door are installed. 

  As a reminder, here is the section on production times that you initialed on your contract. Note that we expressly DO NOT guarantee and installation time.

  By signing this contract, you understand that you are ordering custom made-to-order goods. Because Window World will be expending money, time, and materials to have these goods manufactured and that this contract cannot be cancelled except as set forth on the first page of the contract; specifically, with written notice prior to midnight on the third business day after your deposit is paid. Window World will not be held responsible for delays caused by weather, acts of God, or any other causes outside of Window Worlds control. You understand that equity in this property is security for this contract. You also understand that while WindowWorld will make all reasonable efforts to have your windows (and / or other items) installed within 6 to 12 weeks from the date of measure, this is an estimated lead time. Dependent upon the items ordered and the manufacturers' delays, production may extend beyond 12 weeks. This is particularly true in recent days due to the ******19 pandemic; you understand that delays may very likely occur due to these events and are outside the control of Window World.

  Customer response

  06/28/2022

  Complaint: 17483823
  
  I am rejecting this response because: The response is inaccurate. The original order was incorrect on window worlds part for multiple items (not due to customer preference at all). Since then, it is true we have spoken to multiple employees. And we are still waiting for the missing items and necessary repairs. One item installation was just scheduled for July. 3 are not scheduled and have no update. The improper installations have not been remedied. As of now, nothing has changed.
  
  Regards,
  
  ***************************

  Business response

  06/29/2022

  As stated, we are committed to completing your project as soon as possible. 

  Customer response

  06/30/2022

  Complaint: 17483823
  
  I am rejecting this response because: nothing has changed; we still do not have the front windows, patio door, or back entry door. As stated in the attachment, much of what Window World states in its responses is inaccurate. I will keep the complaint open since the situation is not resolved.
  
  Regards,
  
  ***************************

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The order for 1 casement window was completed in July 2021 which i paid $800.00 for at the time of sale. I then added a second casement window to the order in August 2021. I was told that it would take **** weeks. Each time the deadline passes I have to call to follow up on my order and each time I am told that there is a delay. Most recently I was told by *********************** President that my windows would ship on February 23, 2022. I called yesterday and was told that it would be until April 6, 2022 that my order would ship. I advised the office staff that i wanted a refund and was told that i only had 3 days to request a refund after initial sale. Due to the fact that it is a manufacturing delay they would not refund my money. I was angry and told them it was "********" and wanted to speak to ***********************. *********************** called very defensive and instead of trying to resolve my problem he focused on the fact that I told his staff that it was "********" . I told him to cancel my order order and he told me "gladly" and to NEVER call his office again.

  Business response

  02/24/2022

  I have already told ******************* that we will be refunding her deposit. This complaint is just a parting shot from a clearly unhappy person. Check #***** has already been mailed out. I do not tolerate anyone using abusive language and tone with my staff. They have no control over any of the delays we have been experiencing and no one should have to tolerate boorish and rude behavior from an unreasonable person. I only regret that I did not take this action the first time I spoke with this customer.

  Customer response

  02/24/2022

  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. ************** did not advise me that I would be receiving a refund in fact his staff told me I would not receive a refund which was why the call escalated in the first place. I am thankful that the BBB is available to assist with unethical business practices.  It is a shame that **************(Window World) is still unable to accept responsibility for his companies sub standard business practices but feels the need to continue to disparage my character instead of focusing on the real problem of being unable to deliver goods within a reasonable timeframe.   
  
  Regards,
  
  ***************************

• Initial Complaint

  02/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am submitting this complaint to get Window World TX to do like they promised and give a Referral Check, in the amount of $150.00 to ***********************, the person who referred Window World to me.In June 2021, at the time of the Initial Sales ********** Alex *********************** Sales Representative) said that Window World would give my neighbor *********************** a check in the amount of $150.00 for recommending Window World to us for our window purchase.On Sep 27, 2021, Window World installed our windows, finalizing the sale. I asked the installers about the Referral Check for the Garners. They said it was as Office issue.By December, no sign said Referral Check, so I called Window World asking if the Garners would be getting their Referral Check. I was told that the check was sent out to the Garners on December 7th, 2021. But, the Garners claim to have never received the check.******, Finance Representative at Window World, told me that they had to wait 30 days to rewrite the ******** Referral Check. The 30day waiting period is to give the check time to clear the bank.I waited the 30 days and called back to Window World, asking to speak with ****** in Finance. ****** became annoyed with me pursuing the Referral check and said to me: " I don't mean to be rude, but I have Higher Priorities than this!" ****** said that the person, who could handle this issue, was not available but would be available on the following Monday. When I asked her if she wanted me to call her back on that Monday, ****** said, "NO! I will call you!" It will be a week past that Monday tomorrow the 7th of February, and I have not received a phone call from ****** or anyone else at Window World. Because of the conversations with the people at Window World dealing with this issue, I do not believe that they have any intention of coming across with the Referral Check for the Garners, as they originally promised. I would like to see Window World give the Garners the Referral check that they deserve.

  Business response

  02/07/2022

  We sent out a check to ****************, as stated, on December 7, 2021. We researched this matter and we have not received a returned check. We have had numerous issues with lost / delayed mail since the beginning of the pandemic. We will have a check at our office at ****************************. ready for pickup by **************** after 9am tomorrow. 

  Customer response

  02/09/2022

  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.
  
  Regards,
  
  *****************

• Initial Complaint

  11/05/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered custom windows from Window World on 6/15/21 for $6378.00 and gave a cash down payment of $3189.00 (50%). I was quoted on the contract a lead time of 12 weeks plus. As of 11/4/21 they have yet to commence production of the windows and cannot even schedule an installation 20 weeks after I gave them my money. Due to my advanced age I am forced to sell my home and move into an adult living facility, This is not their fault, but the delay in their contract is causing issues with the sale of my home and the home may even be sold prior to the installation which will cause legal issues for everyone involved. I have called several times, but their response is always the same, the deposit is non-refundable, the contract cannot be cancelled, and they will install the windows on a first come, first serve basis. The vendor/contractor utilized deceptive trade practices when they stipulated to a 12 week lead time and misled me over the past 5 months.

  Business response

  11/05/2021

  This complaint is unwarranted as we have done absolutely nothing wrong. We make our customers aware of the current lead time delays and we keep them informed as lead times have extended. We do not guarantee lead times because it is impossible to do so with the current business climate, not only in our industry but most industries today. Attached you will find our original contract with lines one and two of our terms and conditions initialed by *******************. Line 2 clearly states that current lead times (as of June 15, 2021) are 12 weeks PLUS in bold. Further it states that delays beyond this are likely to occur. In September we sent out the attached lead time delay letter to keep customers informed about ongoing extended delays. Also attached is a contract amendment that the customer requested changing her original financed amount to a cash sale with cash discount. This was signed in mid October. If the customer felt misled in any way, why would she request to put money down 4 months later and convert the sale to a cash sale? Again, this was at the request of *******************. *********************** son contacted our office yesterday and when we explained that we can not cancel this order for custom made goods (also agreed to in the original signed contract), the following email exchange took place between my Sales Manager and the son, ***********************.

   

  Good afternoon ******************, I know you have requested having us email you a copy of your mother's contract, but legally we can't email it directly to you. I have emailed your mother another copy so you could get it from her directly.
  
  Sincerely,
  
  *******************
  Sales Manager

  ********************* Response:

   

  ?I will get in contact with her.  I have listed you as a contact with DFPS and I am asking for an investigation.  This can all get resolved if you simply perform, until then I will be using all methods possible to force you and Window World to fulfill the order or refund the money. 
  
  ***********************
  Alamo Mechanical
  President

   

  In short, ****************** apparently believes it is ok to threaten a reputable company in order to cancel a legal contract that all parties entered into in good faith. Window World is not responsible for these delays, but we are committed to getting these windows installed as soon as possible. 

   

  Customer response

  11/12/2021

  Complaint: 16095373
  
  I am rejecting this response because:
  
  The contract is misleading. 12 weeks plus in no way portrays the reality of the situation.  It has been 20 weeks since the contract has been executed.  The contractor still cannot schedule an install date after 20 weeks as the product has still yet to be produced.  Best case scenario is an install at 24 weeks which is DOUBLE the agreed upon lead time.  This sodas not equate to plus. 
  

  
  At no time did anyone threaten Window World.  I simply asked my son to report the actions we were prepared to take and the email exchange therein shows that intent.  We request immediate mediation or binding arbitration.   
  

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

  Business response

  11/17/2021

  We have received word from our manufacturer that *********************** windows are loading on Monday 11/22  for Tuesday delivery. We will do our best to schedule the installation either Wednesday or after Thanksgiving, whichever is preferred by the customer. Note that we are putting this customer in front of other customers who ordered windows before her in an attempt to satisfy her. As  stated in my previous response as well as in our contract, we have NO control over the length of time it takes to receive custom windows from the manufacturer. My office will be in contact with ******************* this week to schedule an installation date.

• Initial Complaint

  10/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10-1-21 reinstall my front picture window that was shaking when I closed my front door. In the process their crew broke the glass. I was told by the supervisor (*****) that they would expedite them replacing it and they would try to get it *******. After a few days ***** called me back and said he couldn't get that approved but they were going to put a temporary glass in while mine with grids was being made. He said that should take a couple of days. Did not happen so I called 10-11-21 spoke with ******************* & was told that was not going to happen because it would cost them $1500 and they weren't going to pay that, so I would just have to wait until my window w/ grids was delivered to them and then they would expedite the installation. All he could say is sorry for your inconvenience. In the meantime I have Plywood covering my window. I texted ************** 10-21-21 asking when they would be getting my window and when it would be installed and have not had a reply from him.

  Business response

  10/21/2021

  First, I apologize for the inconvenience that has been caused by the damage to your glass. While we will certainly do everything in our power to get a replacement glass as soon as possible, we have no control over our manufacturer's lead times. 

  You stated that you contacted ******************* today and are unhappy that he has not responded to you. It is currently 10/21/21 at 12:20pm. ************** will call you before 5pm.

  Customer response

  10/21/2021

  Complaint: 16046139
  
  I am rejecting this response because: ******************* called me and said the glass should be made by the end of October or beginning of November.  Hopefully this is true, so should be installed by beginning of November and no more excuses.  I will wait and see if he comes thru.
  Regards,
  
  *************************

  Business response

  10/22/2021

  We responded with an update as promised. The timeframe that it takes the manufacturer to make this unit is beyond our control. We could not have gotten a clear unit made locally any sooner. Their timeline was at least 3 weeks. Accidents happen and we apologize for this one. We will get your glass installed ASAP.

  Customer response

  10/22/2021

  Complaint: 16046139
  
  I am rejecting this response because:
  I understand that you are saying it is out of your control, but so far several things have been promised that have not been followed thru with, so I'm sorry if I'm not sure what to believe at this point.  I just want to make sure you keep your promise this time and get my window installed No Later than the beginning of November.
  Regards,
  
  *************************

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