Complaints

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:10/24/2023

  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.

  June 2020, we contracted with Window World to replace all of the windows in our home. The total price was $10,372.00 for a total of 22 windows. The work was to begin as soon as practical and all parties agreed that would be ok. The day installers arrived the team consisted of an adult male, an adolescent male and a child. I noticed the workmanship started to decline as they realized that the pace had to be increased. Several upstairs windows had to be redone/corrected due to the quality of workmanship. Some on the lower level windows had to be re-caulked again because the caulking did not hold together very well. After a few days I had to contact Window World because the Specialty Windows that required extra care on installation started to separate from the structure and the frames were not symmetrical. A few other windows needed the caulking replaced again as well. These items were corrected at this time but the caulking issues continued to show up time and again. While having home repairs done in August, we learned the specialty window wrapping had separated from the frame again. We called Window World and they sent a 2 people out (a male who inspected the windows and a female who took notes.) The gentleman said he only had clear caulking on the truck so he said he would have the colored caulking ordered and he would be returning himself to make the repairs. An appointment was made but canceled by Window World without an explanation. I contacted the office and the person answering the phone said he was told that although these issues started under warranty I would have to pay another $475 to have the repairs made to the windows. I believe this is very unfair since these problems started immediately after installation and have continued without correcting them satisfactorily. At this point, Window World will not accept any form of communication from me. Any assistance you can provide would be greatly appreciated. **** *****  ###-###-#### *******************

  

  Business Response

  Date: 10/25/2023

  Per our lifetime manufacturer's warranty, (see attached) caulking is not under warranty and would be a paid service that we may provide.

• Initial Complaint

  Date:11/15/2022

  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.

  OCT 2021 gave Window World $7400 down payment to side house, new siding has not been installed.

  

  Business Response

  Date: 11/22/2022

  We are currently at home installing the siding.

• Initial Complaint

  Date:10/13/2022

  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.

  Hello We ordered windows from window world >6 months ago and paid 50% down at contract signing. Last week on Oct 6th, *** called me and said 2 of the windows were stolen from their warehouse, but they could install the others on time. I agreed. He said I would have to pay for those and I said ok. (later find out this is false information that I agreed to) The installers come and put the windows in, look good. Except the 2 missing. The next call I get is from ******* who tells me they ordered the kitchen window and it will come in a few weeks. I ask about the other window, and she argues with me about it! I said I am standing in my house right now and there are 2 windows that still need to be replaced. She asked me for the remaining payment, and I said no. I have no faith the remaining 2 windows will be installed at this point. She still won't acknowledge the second window. *** comes to my house to inspect the situation. He sees indeed 2 windows still need to be replaced. Now he's not disputing he told me 2 were stolen, but he is also saying only 1 is actually missing because they originally counted wrong. This took about 2 hours out of my work day. Today he told me "in good faith" I needed to pay them. I said I have no faith as this has been a mess. I want to pay when the work is done. He responds that he will put a lean on my house if we do not pay. I asked to speak to his supervisor, he said there is no one else to talk to but him. I felt threatened by *** and as though he's treating us like we did something shady. We did not. This is the fault of the company and I'm worried they will not finish the job if I pay now. Meanwhile my house looks ridiculous with 13 out of 15 windows replaced. I also think it is terrible to tell a customer they can not talk to anyone else when there's a problem and have reached an inpass. This is what prompted my complaint as I can not resolve this issue with ***. Please help me, thank you

  

  Business Response

  Date: 11/08/2022

  Consumer is on the schedule for 11/9/2022.

• Initial Complaint

  Date:07/21/2022

  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.

  1. Gutter installation/workmanship is unacceptable; gutters installed improperly(not pitched correctly), causing water to run off roof over the gutters in certain places. Inside corners of gutters on front porch are broken causing rain water to run onto front sidewalk. Gutters need to be removed and rehung and pitched correctly. Replace broken inside gutter corners. 2. Two pieces of siding were not overlapped properly causing them to separate , needs to be replaced. 3. One shutter improperly secured to siding , has come loose, needs to be corrected. 4. One screen latch spring missing , needs to be replaced.

  

  Business Response

  Date: 08/02/2022

  Service is set for August 5th

  Customer Answer

  Date: 08/02/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* *********

• Initial Complaint

  Date:06/20/2022

  Type:Order 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 originally signed a contract on 9/27/21 for 3 basement slider windows. We had a hole in one of the basement windows that we taped up. I was informed that the windows would not be installed until March 2022 (6 months) and they were backlogged. We would be contacted with an install date. Paid $797.50 - 50% deposit. March came and went with no contact. Called 3/31/22 and spoke with ******* (front desk). She was unable to provide me with any install dates. When I asked what the procedure was to get out of the contract she informed me there was no way to get out of the contract and not only would they keep my $797.50 but regardless of whether or not they installed the windows (when they could get to it) they would come after me for the remaining $797.50 and that I should have read the contract. Still wanted to get the windows done so my husband called back late April and was given a date of install of 5/10/22. Installer showed up with the wrong size windows. Stated they would call to reschedule for the next month. I called on 5/19 and spoke with ****** who stated he was the warehouse manager and set date of 6/13/22. At this point I feel entitled to a discount for their lack of professionalism). I also asked for managers name. He provided contact info for **** (Regional Mgr). Called **** on 5/19 and spoke with ********* (DC Mgr) and left message. Called ***** again on 5/23 and left message with ******. Called ****** cell on 527 and left message. Called **** again on 6/10 and spoke with him. He said he would look into it and make sure the install was set for 6/13 and would call me back that afternoon. No call. 6/13 no one showed up. Called again and spoke with *****. He stated ****** was new and unable to schedule. He would call Greg (CEO) re concerns and to not pay until I hear from him. Windows installed on 6/20 and still no resolution for a discount. Still owe $797.50 but feel a discount is warrented due to their lack of professionalism and poor customer service.

  

  Business Response

  Date: 07/07/2022

  This job was settled and paid on 06-21-22

  Customer Answer

  Date: 07/12/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. This complaint has been resolved with a discount applied. No further action is requested. I however would like for my complaint to be posted so others will be aware of the bad business practices with this company. Thanks for your assistance. Regards, ****** *******

• Initial Complaint

  Date:05/04/2022

  Type:Product 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 have previously used this business before and was pleased. On 6/30/2020 I signed a contract with salesman to have gutters installed and put down $1588 as required for deposit. The salesman stated that there was a backlog of three months because of Covid-19. After several calls, they installed gutters on 11/20/2020 and was paid balance of $1588, totaling $3176. The first fallen weather which was rain, left the gutters pouring water all the way around the house. And in turn, created icicles forming on gutters. Numerous calls were made and receptionist had noted that the project manager, ****** ******, was negligent in returning calls. Finally he came to my house and I showed him videos of the water pouring through the gutters. He sent worker to remedy the issues with no avail. One of his employees came out to my house on another call from me and removed the LF Micro Guard leaf protection and promised reimbursement of $736 which I never received.

  

  Business Response

  Date: 05/04/2022

  We are refunding the amount this week

  Customer Answer

  Date: 05/04/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* ********