Complaints

This profile includes complaints for Window World TX's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Window World TX

  332 Landa St New Braunfels, TX 78130

  
• 

  Window World TX

  5511 Kostoryz Rd. Corpus Christi, TX 78415

  
• 

  Window World TX

  5238 Evers Road San Antonio, TX 78238

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:06/27/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 06/29/2022

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

  Customer Answer

  Date: 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,
  
  ***************************