ComplaintsforWilliams Windows, LLC

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Complete scam of a company. Offered us a lifetime guarantee for their incredibly overpriced windows two years ago, only to now have their phone lines disconnected and website down when I need a repair. They must have known they were going out of business and offered the lifetime guarantee as a last ditch effort to get customers. It's sad that such dishonesty exists in our world.I would like a repair for my windows, as agreed to when purchasing them. If they are not able to do this, they should refund me for my windows, which I only purchased due to the lifetime warranty.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  seeking repair or replacement for sliding screen door, purchased from and installed by Williams windows. i have called multiple times, left messages, sent text , photos and emails to company, i have not had the courtesy of a reply. im not looking for anything free, i just want the screen repaired and the broken handle replaced.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Windows we ordered were not the frame style delivered. We ordered the thinnest window framing (trim around the flat glass portion). Windows were also larger than the current opening. They are not what we ordered and asked for and do not fit the opening properly. We have asked for owners to come and see the other issues with crooked windows (due to incorrect measurements). We have called, texted and emailed. Last email from WW said we have to take them and they can make the actual opening of our interior window SMALLER so we dont see the large frames. At my expense. I was told my quote was for skinny frames, not the large massive high e rated windows. ** brought the massive high rated e window demo to our house in Oct 2021. We said we do NOT want that and needed windows that are the same or no larger than 1/2-1 in wider than current frame. I confirmed this before ordering an updated quote in December. He was fired and ***** took over. He said I was receiving the window I asked for as per discussion with **. ***** did not come back out to remeasure of reaffirm the correct picture even after he said he would do so. We ordered and paid half. When the windows came in I was passed off to **** who told me ** had a history of incorrectly measuring orders. I have video of the installers measuring and remeasuring because the windows are too wide. They also broke the existing window glass instead of removing. We still have shards of glass everywhere. WW began installing last Wednesday April 13, 2022. I immediately took pictures and texted **** and my husband to say these are not correct. This is not buyers remorse. I specifically made sure we were getting small framed windows not wide framed. After a week, I am told I have to take the windows even though the three (of 16) installed are crooked. I have asked for someone to come out and see the windows and the glass. No response. I was told the details on my order were for skinny frames, not these small glass, wide frame.

  Business response

  04/30/2022

  Williams Windows takes pride in making every customer happy and we are taking steps to amicably resolve the issues and that way add another happy customer to our list. Since the complaint was filed, the owners of the business visited the customer's house and we are working to figure out and amicable solution that benefits both parties. As the customer explained they ordered **********************, paid 50% upfront, and we came by and installed some of the windows. The project was stopped by the customer and we have not had a chance to complete the project. In this complaint the customer described a couple different claims - some of the complaints are factual and others are not. We will explain our side of the story and also what we are doing to figure out a solution.

  
  The following issues are factual:

  - "They also broke the existing window glass instead of removing. We still have shards of glass everywhere." This claim is factual. When the owners visited the customer's home, the owner saw glass in the exterior of the home and picked up the glass himself. It is unacceptable, that our crew left glass that night and we throughly apologized to the customer. The customer agrees that part of the reason we left glass is that the job was stopped and we didn't have a chance to come back the next day to continue, and clean. That being said, we should not have left glass on floor overnight and we are taking measures to prevent this from happening again.

  - "Windows are crooked." This is correct, some of the installed windows are not perfectly leveled. That being said the job is not complete and we will make sure they are perfectly leveled before finishing.

  - "We have called, email". This is factual. The customer has called, and emailed. As a company we've been responsive every step of the way - answering or returning every single call or email. 
  
  The following complaints are not factual: 
  - "Windows that we ordered were not the frame style delivered.", "I specifically made sure we were getting small framed windows not wide framed." This is not factual. The windows delivered are exactly the windows that the customer approved. Detailed specs were provided. During the sales conversations it is clear that the customer and *** the sales representative, spoke about multiple window options and they consider multiple pros and cons of the different options. ** mentioned that vinyl replacement windows were not going to be the width of the customer's current aluminum **********************. We shared photos of at least one vinyl replacement project which shows vinyl windows with a thicker frame than the original aluminum windows. After a through conversation, the customer chose the specific that were provided the day of the installation. Never did our sales representative misguided, mislead, or withheld information. The customer approved our quote with detailed specs for these windows and we got them custom made for the client's home. If the customer didn't like the frame of the **********************, a quote for these windows should not have been approved. Custom made windows are custom made to each house and are not a product that we can send back to the manufacturer or re-sell at the marketplace since they are custom made. That being said, we have offered alternatives and are actively working with the customer to see if we can come to a happy resolution.

  - "Windows were also larger than the current opening." This is not factual. The windows fit well in the opening. The opening is a brick opening; if the windows were larger than the opening then the windows would not even go inside the opening. The current windows installed are a nice fit. If any of the windows were to be too big we would re-order the window with the correct measurements at no cost to the client. 

  - "** was fired and ***** took over". This is not factual; ** was not fired. ** left the company for another opportunity. ***** did take over this project after ** left. ***** placed the order once the quote was approved by the customer. **** did schedule the installation and communicated with the client. ** was a great employee loved by many of our customers.

  Closing thoughts: Williams Windows is in the business of making customers happy and providing 100% satisfaction. We acknowledge our mistakes in this project and we are sorry that our client isn't fully happy. We want to work with the client to come up with solutions to all issues brought up and we believe we will come to a happy resolution with the client.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid a down payment of $1828.37 on 4 picture windows back on 11/10/2021 and every time I have called in the last several months, they keep telling me they will be on the next shipment. Today when I called both numbers, no one answered to help me and I had to leave messages.

  Business response

  04/18/2022

  Hi ****************, 
  
  It was a pleasure working with you. My understanding is that all issues have been resolved and would truly appreciate if you **** this as resolved. Again, we apologize for the manufacturing delays that caused you to report this in the first place. Nonetheless, we are happy that you like your new windows. Please let us know if you have any questions or concerns. 
  
  Best,
  *************************

  Customer response

  04/18/2022

  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,
  
  *********************

*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. ↩