Complaints

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

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Window World of DC Inc has 11 locations, listed below.

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  Window World of DC Inc

  4116 Walney Rd Ste J Chantilly, VA 20151-2948

  
• 

  Window World of Fresno

  5850 E Shields Ave Ste 101 Fresno, CA 93727

  
• 

  Window World of Frederick

  8415 Progress Dr. Unit A Frederick, MD 21701

  
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  Window World of Fresno

  5850 E Shields Ave Ste 101 Fresno, CA 93727

  
• 

  Window World of Baltimore

  1662 Sulphur Spring Rd Halethorpe, MD 21227

  

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:09/06/2023

  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.

  On June 16, 2023 we signed the contract to have 16 windows installed with Window World Washington DC and paid the deposit of $ 8427.00 as well as additional $ 1900.00 on July 11, 2023. Most windows were installed on August 21, 2023 and caulking and casing were done on August 23, 2023. One big fixed window was missing and the paint quality of several windows as well as the quality of the casing and caulking was very poor. One installed bathroom window was installed the wrong way and needs to be replaced. In numerous emails and text messages I reached out to Window World and requested a correction of the poor casing and caulking work as well as the replacement of those windows with poor paint and the 3 screens that were damaged. I also provided numerous close up pictures of the windows and the casing/caulking, but never received any response or acknowledgement from anybody in charge. I also contacted the Window World sales consultant **** ******** , who sold the windows to us and recommended the great work of Josue's installation team. I didn't receive any response either. I contacted Greg Panek, the production manager and included all pictures as well as Window World Corporate office in NC and never received any response. I asked them to please stop by our house to look at the work and didn't receive any response. I am out of options here. Installation is not complete, casing and caulking is flimsy ( already coming of) and mostly of poor quality and needs to be partly redone and a few windows need to be replaced, but Window World is literally ignoring us. We never received any written confirmation of the missing replacement window, that needed to be re ordered, either. It is a customer nightmare to have to work with Window World Washington DC and absolutely unprofessional conduct by their employees manager **** *****, installation team leader ***** ********* and sales person **** ********.

  Customer Answer

  Date: 09/20/2023

  update,

  We finally received a response from ******************* acknowledging all the issues and complaints and promising that  Window World will take care of everything. ETA will be Sept. 25, 2023. Today I had sent an additional email to ******************* with an update on more problems with the new windows not functioning and cranks or hardware being damaged and malfunctioning. 

   

  Business Response

  Date: 09/21/2023

  Our team has been in contact with this customer and they are aware that parts were ordered and an ETA of 9/25/2023 of parts arrival.  They are aware that we'll take care of any other service issue at one appointment which will be scheduled upon arrival of said parts. 

  Customer Answer

  Date: 10/02/2023

  Hello,

  today we received an email from **** ***** about a  delay of the windows and now the ETA is mid October.

• Initial Complaint

  Date:04/30/2023

  Type:Order 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.

  On March 4, 2023 my husband and I ordered 9 windows from Window World. The total cost of the this contract was $9,276. I paid a deposit via check of $3,061.08. Since March 4th Window World has admended the contract several times due to mistakes in the contract or due to the manufacturer not being able to fill this order. On April 5th I cancelled this contract and requested my deposit back because they could not fill this order. I have contacted them many times via phone and email and they have still not issued me a check for my deposit. I am asking for you to get my money back. No work was done and they are not able to provide me with windows.

  Business Response

  Date: 05/10/2023

  Our records indicate that a full refund for the deposit was issued via check and mailed to customer on 4/21/2023 in the amount of $3061.08 and our records also indicate that the money has cleared out of our account as of 5/2/2023.

• Initial Complaint

  Date:04/10/2023

  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.

  Spent 10k dollars on double hung windows and one garden window. One window won't lock, the garden window install ended with ruining the new window down surface by installers and interior trim / craftsmanship was total destruction. One window screen corner not sealed/connected. Sent pictures, called office clerk, operation manager, the regional operations manager, and sent email to corporate address found on internet. I was given three separate dates for repair crew to arrive, and three separate cancelations day (s) before their arrival. Their excuse- weather. All work is inside the house!!! Window World will not return phone calls or texts.

  Business Response

  Date: 05/01/2023

  Service appointment is scheduled and confirmed with customer to address and fix the concerns.

  Customer Answer

  Date: 05/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The business has continually made appointments to show up and then cancel. I will not be satisfied until the job is completed. ****** called today and said a team of two employees will show on May 4,2023 approx. 1200 - 1400 hrs.  Let us see if they even show up much less fix the destruction of my how and fix locks.
  
  Regards,
  
  ***************************
  

  Customer Answer

  Date: 05/10/2023

  All issues are not resolved to date. The garden window cosmetic(s) defects were solved by *****. However, the window lock was a factory defect per ***** and a new one is supposed to be odered.....not yet installed. The triple pane garden window initially ordered and not installed - a double pane garden window was installed. Obviously, a refund is in order but to date this has never been done. Still waiting to be contacted by Window World to contact me with a resolution to both issues listed above. Thank you BBB for your support. Please keep in touch so I may keep you updated. 

  *-

  Business Response

  Date: 05/29/2023

  The service to address the concerns has been completed on May 25, 2023

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I contracted for the purchase of 2 large (43" x 43") -bathroom windows from Window World on April 8, 2022, and they were installed on October 5, 2022. After the installation I was asked to look at the windows to see if any problems and at the time I could not see any. The next day I noticed there were no spacers attached to the mullions on one of the windows. Without the spacer the glass on that window flexes, whereas the glass doesn't flex on the window with spacers. Use of the word flex means I can push on the glass, and it actually flexes in and out whereas the window with the spacers the glass does not flex. Also, the Low-E film on the same window has visible scratches. It was like we purchased one good window and one imperfect window even though we contracted for two windows without imperfections and not manufacturing seconds. I immediately called the the Regional Sale Director ******************* on October 6, 2022 and left him a message to call me back telling him the problem I noticed on the window. I called at least 5 times since then. On October 28, 2022 he answered my call and told me to text him what was wrong. In which I did and then never heard back from him. After that I made at least 9 more calls. To no avail it was like they got our money and too bad if something is wrong. Prior to the installation I called them and emailed on when to expect the installation. So they had our phone number and email address to address this situation.

  Business Response

  Date: 03/22/2023

  We have contacted customer and are going out to inspect 3/22/2023 and order any parts as necessary.

  Customer Answer

  Date: 03/27/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and will await for a new window to be installed. So as of right now the company still has more actions to be taken.  
  
  *******************
  

• Initial Complaint

  Date:03/03/2023

  Type:Order 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.

  I paid the deposit to replace my windows on 05/13/2022 and they don't even have the windows after 10 months. They cannot even show me the proof that they have placed the order with the manufacturing. Every time I called, they gave me different excuses and did not issue the refund.I will be happy to pay the remaining of the contract if they install the windows.

  Business Response

  Date: 03/31/2023

  To the best of our knowledge, the customer was informed that the estimated delivery date of the corrected items ordered of 3/29-3/31.  Replacement order has been received today, 3/31 and we are in process of contacting customer to schedule installation.

• Initial Complaint

  Date:11/21/2022

  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.

  My home was damaged by Window World. I ordered a new circle head stationary window. My exterior trim was damaged that surrounds the window and was part of the exterior wall surrounded the window. The installers cut it off and replaced it with inferior window trim hand cut out of thin metal and glued together with caulking. The installers spoke in a foreign language to me and refused to converse in language I could understand. Disrespectful left black hand prints on my interior wall, damaged or pushed in siding around the window and left without restoring or picking up debris used. Told me they didnt care if I was satisfied and the window wasnt really leaking they were replacing but they were doing it anyway because I had spent the money. Caulking was used in place of my maintenance free white vinyl trim to seal around the window. Its an eye sore and unacceptable to me. I cannot get phone calls returned by salesperson or service manager. The installer used a big screwdriver to pry the new window in place and damaged new window and my indoor trim.

  Business Response

  Date: 01/05/2023

  We have been to the home and inspected.  We are waiting for a piece of siding to be delivered to replace the damaged siding.  Then we will return and do the service.

   

  Thank you

• Initial Complaint

  Date:10/27/2022

  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.

  Window World replaced and installed windows throughout my whole house around March 4, 2022. I later discovered water dripping into my living from the ceiling, and water on the walls, window and floor of an upstairs bathroom. I came to discover that the installer did not seal the top of an upstairs window, which let water in during rain storms. This as a window that required wood rot repair, so sealing the top was critical, as they had to cut away part of the top frame and original J channel. After notifying window world, they came out 2 or 3 weeks later and caulked the window. This action stopped the leak, and there has not been any water infiltration visible since this repair. However, Window World has not repaired the damaged drywall or insulation that has been damaged due to this improper installation. Clearly, the cause of the leak was due to the improper installation. I have spent months emailing and calling, though I never get a call back.

  Business Response

  Date: 11/02/2022

  We have a contractor scheduled for the 17th for these repairs

• Initial Complaint

  Date:10/03/2022

  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.

  Details: A cracked window was installed on 5/18/2022. I was told by Window World that they would order a replacement SASH. It's been 5 months and no response about the replacement sash from window world. I've called about 6 times and I've been repeatedly told there's NO STATUS on the replacement sash. On May 18th 2022, we emailed 2 managers at Window World with pictures of the cracked window. The window crack keeps spreading. We paid about $12,000 for all windows installed. Thank you, Annet L***

  Business Response

  Date: 10/26/2022

  The sash was ordered and with the windows being black leads to a longer delivery date.  On October 18th a member of the customer service staff emailed her that we had received an ETA of 12-21-22 for her sash.  When it is delivered to our warehouse, we will call Ms. L*** and schedule a date and time for us to install.

  Thank you

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Window World promised to fulfill their lifetime guarantee for the windows that they installed. They came out and checked the replacements many months ago. They then came and replaced two of the nine panes, rechecked the others, and we haven't heard from them for months since then despite sending emails and leaving messages.

  Business Response

  Date: 01/25/2023

  From: ***************************** <*******************>
  Date: Tue, Jan 24, 2023 at 4:23 PM
  Subject: Complaint #******** ********************
  To: [email protected] <[email protected]>
  
  Awaiting parts for installation. ETA 2/1/23. Will call to schedule once checked into inventory
  
  *****************************
  Administrative Assistant

  Customer Answer

  Date: 01/26/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  There have been attempts to rectify the issue.  Hopefully this will complete the installation finally.
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:09/20/2022

  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.

  On Sept 1 Window World arrives to install 30 windows over a 2 day period. Sub contractors arrived and stated they were going to try and rush it in a day in order to take another job the next day. Corporate stated they would leave by 5pm. We asked them to leave at 7:30pm. Windows were installed incorrectly, no insulation was out around the windows, no culk on the outside to prevent water from entering the walls, incorrect trim color on the outside installed, incorrect sashes- some of which don't open properly, carpet was ruined due to muddy shoes, all windows left open which allowed bugs to enter for hours upon hours even though window was installed. Brand new wood floors were dinged up from them dropping tools. Wood window sills underneath were broken and chipped due to carelessness. Production manager deflects all emails. Regional manager came and informed us it would be 3 weeks for correct windows to come and he would oversee a new crew. We are at 3 weeks and they are not answering our calls or email. Called main number and receptionist informed us windows are arriving Nov 6. Meanwhile water is entering into walls we presume from outside due to no curling and wasps and flies have been entering the home from the outside because the windows have not been sealed up. We paid the first half which was $11,000. We have not paid the remainder which is another $11k due to them not finishing the job yet.

  Business Response

  Date: 10/05/2022

  We have already sent a crew out to start the service.  We are waiting on sashes and coil in the color of Maple to finish the service.

  Thank you

  Window World of DC, Inc.