Complaints

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In May 2021 I ordered a patio door with screen door and paid half of total, $2275 of the $4550 total. Supply chain issues caused delay and door was finally installed august 2022. The screen door was not the correct size, so needed to be reordered, but I was asked to pay balance, so paid the remaining $2275. The replacement screen door didnt come until March 2023, and again was wrong size. In June 2023 a 3rd door was delivered, again not the right size. This one is close enough that it was left for me to use, but it is too small and easily pops off track. I recently called to check on the status and found out a door isnt actually even ordered yet since window world is still arguing with manufacturer about who will be paying for a 4th screen door for me. Ive paid my fee to window world in full 15 months ago but still havent received what I have ordered.

  

  Business response

  11/08/2023

  I apologize for the delay in my response, I was notified the customer's replacement screen was on the incoming truck, received this morning. Unfortunately, the screen has come the wrong size again (came the same size as currently on site) - I have already been in communication with the manufacturer about getting this resolved. We are just as frustrated as the customer over this situation, we cannot figure out why this keeps happening and because it is a manufacturer issue - there is nothing Window World of Green Bay can do about it at all - except wait for whatever they send to us to find out whether it will work or not. To clarify, when the customer called for a status update, the screen door HAD been ordered, Window World had not yet received a confirmation of it going into production because we were still arguing over the size that needed to be produced. The issue has NOTHING to do with who is going to be paying for the screen door, and everything with getting the CORRECT SIZE for the customer's custom size patio door - which they made... which is why we are beyond flabbergasted that this has gone on for so long. We are doing everything in our power to get this resolved as quickly as possible, however painted products have extended production timelines.  

  Customer response

  11/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  I have been told by window world more than once that the argument holding up the order was about who would pay the cost, never about arguing over the dimensions. In fact when I asked for the dimensions in April 2023, ***** didnt even know them. I was also told by ***** in May 2023 that a painted door doesnt take any longer, but now that excuse is back. I understand window world is dealing with a manufacturer and may also be frustrated, however that doesnt solve the problem. 
  the manufacturer that created my custom size patio door should have been able to create the correct size screen door for it. I also dont understand why they are having trouble but acknowledging this doesnt solve the problem either. 
  whatever the excuses are, I still need a screen door that fits the patio door that I paid window world for over a year ago. 
  apparently a 5th door now needs to be ordered, with 15+ months of waiting, and that seems very excessive. Im just asking window world to find a way to get me what I have paid for in a more reasonable amount of time. 
  Regards,
  
  ***************************

  Customer response

  12/11/2023

  I do not have an update. Nothing has been done to correct this situation yet. 

  
  

  Customer response

  02/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  Nothing has happened to correct the issue and no communication has been received. Its closing in on 3 years since my order and a year and a half since I paid in full for the door, but still not completed. 

  
  

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

  

  Business response

  03/12/2024

  Left a voicemail for customer advising ******************** has FINALLY received confirmation of production for the customer's patio door screen. This issue has not been an issue Window World of Green Bay can resolve, unfortunately; this matter is a manufacturing issue, which is completely out of Window World of Green Bay's hands. Window World of Green Bay has done everything we can to get this matter resolved and the delay has been on the manufacturer's end - to which, Window World has been promised, should now be resolved, as the manufacturer is FINALLY making the screen to the specifications provided by the owner of Window World of Green Bay for a screen door that should (of a screen per the specifications provided by the business owner has been approved and is in production. Also advised to customer, via voicemail, as soon as ******************** has received the screen, measured to ensure proper fit, we will contact the customer to schedule a time for a service technician to swap out the screen door.

  Window World cannot convey enough apologies for the inconvenience and frustration this has caused our customer, we fully agree this is not an ideal situation and should not have taken as long to get remedied as it has, but again, this matter has been out of Window World of Green Bay's control and in the hands of the manufacturer.

  Customer response

  03/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  first of all, window world is to be held accountable not the manufacturer. I contracted with window world not anyone else. Additionally when asked who manufacture was so they could be reached directly window world refused to share information therefore taking on the sole responsibility. So Im tired of hearing excuses and pushing blame to others. 
  secondly, this promise of a screen door in production doesnt resolve anything. I think were on the FIFTH attempt of getting me a screen door that fits correctly, and *** been waiting more than a year and a half. Almost 3 years since original order was placed.  So Im not able to say this is resolved on just the hope that the next one will fit.

  Theres really no reason to be waiting months for something that can be done in a matter of a few weeks. Companies need to prioritize fixing their mistakes.

  until an actual screen door that fits properly is in place, this complaint is not resolved. 
  
  Regards,
  
  ***************************

  

  Business response

  04/01/2024

  Window World of Green Bay received the customer's patio door screen last week, we measured the unit finding it was the exact measurement Window World of Green Bay had requested be made by the manufacturer. We contacted the customer immediately to schedule installation of the patio door screen. ********, owner of Window World of Green Bay, was scheduled for installation of the patio door screen between 9 and 10 am on Monday, April 1st - ************ arrived around 9 am for installation of the patio door screen, it fit perfectly, and the issue has been resolved. In addition to FINALLY getting the screen door manufactured in the correct size, Window World of Green Bay provided the customer a refund check in the amount of $250. As previously stated, this issue was NOT anything within Window World of Green Bay's control nor could it be easily remedied without the cooperation of the manufacturer. However, Window World of Green Bay feels the customer was severely inconvenienced by the manufacturing company and deserved a refund for all frustration and inconveniences. Window World of Green Bay cannot apologize enough for the manufacturer's failure, but we do hope the customer enjoys the patio door now that the issue has been resolved.

  Customer response

  04/02/2024

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

• Initial Complaint

  01/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract was signed to install a new patio door on 12/23/21 with an estimated lead time of 30 to 33 weeks. Phone call on April 29th to check on status of installation and at that time everything was on schedule. Phone call on June 23rd (no response) and follow up on June 30th. Call on the 30th is there is now a two month delay. At that time the associate stated we did not have the installers. Perfect. Understandable and we get it. Follow up call on September 28th when we have not heard anything in three months is yet another delay and its been pushed back a month. Ok at this point getting frustrated but again understand. Phone call November 8th its been delayed. When asked if they physically have our door to install, which up to this point they stated the reasons for the delays were the installers, come to find out they do not have our door. Now this time its pushed back to December. Call 12/13 and again get the run around that still dont have the door and now its January. Called today (54 weeks from when contract has been signed) now looking like February. Continue to get the run around from Window World. ***** along with other associates that we spoke to at this location have all given us different answers. Stated we can refund your down payment if you want to cancel. Spoke to ***** today and said we signed a contract and no refunds are given. Nothing in the contract that states giving a refund or not. During this 54 week process our neighbors were able to get a quote on a patio and installed all within a six week timeframe. Been in sales for 29 years and never in my life have I experienced the horrible service that we are receiving from Window World. Seems to be a common theme with a lot of the claims posted to BBB across the country. Go above and beyond to ensure your customer has the ultimate experience. Might need to throw that in your guiding principles for your business motto. Truly disappointing!!

  

  Business response

  02/04/2023

  The patio door was finally received on 1/30/23 - we have contacted the customer and scheduled installation for Monday, February 6th.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see my review I already posted with BBB. Defective product received and still not replaced. Also, new windows ordered( which we regret) on September 2021, over a year already. Supposedly the new windows went into production 10/6/2022. Have not heard anything else since then. I am also afraid they may have ordered new windows from the same manufacturer where we received defective screens. Thank you

  

  Business response

  12/13/2022

  ********************* called and spoke with ******************* Tuesday, December 13th to advise their project has been reported to be coming this week - unfortunately, weather does not look favorable for installation next week. ************** explained how the labor delays have been affecting all orders; theirs is especially affected due to the labor intensive process of painting the exterior products. ************** further communicated that she was able to force the manufacturer to manufacture a different screen for their existing windows as well as the new order because of the constant complaints of issues with the screens. ************** reminded ******************* this information was communicated in October; Window World of Green Bay has been fully transparent about the extensive delays in their project and appreciate Mr. and *********************** patience and understanding - ************** has assured ******************* theirs is the first project to get scheduled with favorable weather.

• Initial Complaint

  11/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/06/21 we were quoted $3773 to install 7 windows and we signed the agreement on 11/22/21, paying a 50% deposit of $1886 on 11/24/21. The written agreement stated a lead time of ***** weeks. We called in Week 35 (since deposit payment) to ask about the installation as there hadn't been any communication about potential delay. They said no installation was yet scheduled and claimed our lead time was 40 weeks which they were on track to do. We didnt want to argue so we waited. On 09/15/22 (Week 43), we called again to check when the windows could be installed. They said they should be ready at the end of October. We waited till 11/01/22 and called again to follow-up, now we were told to hope for installation in December. We asked about cancelling the order on the 09/15/22 call and were told we would probably lose 50% of our deposit but they would check and get back to us which they didn't. On the 11/01/22 we asked the same thing and were now told we would lose 100% of our deposit. We are looking into whether that is legal for the business to do. Honestly, how they have been treating us is like a scam. Since signing and paying, all follow-*** have been initiated by us with no communication or explanation from the business about the delays and their projected times have been completely wrong every single time. Moreover, they claim that they have the right to not refund any deposit whatsoever. With the cold weather setting in we're beginning to incur the extra costs of inefficient window insulation that was a primary factor in deciding to purchase the windows as well as the daunting prospect of our home being opened up during installation in the winter months. We understand that the lead times were not a guarantee especially in todays climate but 5-6 months delay seems excessive and changes the costs of the agreement on our end. Also, is it reasonable, or even ethical, to transfer business risk to customers and force customers to lose deposit money like this?

  

  Business response

  11/10/2022

  Our contracts are very specific when addressing lead times: "Estimated Lead time # to # weeks. This is not a guarantee. Many factors can affect this such as inclement weather and factory delays, when the deposit was received, etc."; we can only give this approximated time amount based on what was current at that point in time. Today's environment has made this very difficult to predict, with unprecedented manpower shortages, major supply chain issues, and the lack of delivery options. We realize all this sounds like excuses, but all one has to do is look at the lack of new cars, appliances, furniture, the list can go on and on - the current dilemma affects ALL manufactured products. We tell our customers every day "we can save you a lot of money, but you'll need to be patient. If you need it fast there could be more costly options." We will get the job done, you don't remain in business for over 20 years, by as this customer stated "scamming people". Prior to the ****** environment"  being experienced for the past two and a half years, our normal lead time had been approximately ***** weeks. We hope and pray we can eventually get back to that but it may take a few more years. 

  I spoke with ******************** and explained all this and also offered the possibility of a refund, however his windows are presently in production, I suggested that he explore his options with other companies that I know will be significantly more expensive and will also have a lengthy lead time. I informed him that even though we have seen two price increases since he ordered in October 2021, we are, for all our customers, grandfathering the price quoted at the time of the original estimate. I also explained, we will call him when we have his windows in our possession. At that time we will schedule the installation. He expressed his concerns on how long it was taking, I agreed and apologized, then he agreed to continue to wait for the products.

• Initial Complaint

  04/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered windows in July 2021 and have not had them installed yet. I call the business and they keep telling me that they do not have enough help to install the windows. When I brought the windows they said it would take up to 26 weeks it has been a lot longer and I would like to know when they will install them.

  

  Business response

  05/09/2022

  This matter should be considered closed as we installed ********************** project May 4th - 5th; however, Window World of Green Bay has not yet received the customer completion certificate via the ****** form as advised by the installation terms and conditions, accepted 4/29/22. If ****************** would be kind enough to complete the form from the installation email sent on 4/29/22.

  Customer response

  05/09/2022

  [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. 
  
  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. ↩