Complaints

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

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  Window World of Kanawha One

  2854 Winfield Rd Saint Albans, WV 25177-7807

  
• 

  Window World of Kanawha One

  2399 Rosemar Rd Parkersburg, WV 26105-8288

  
• 

  Window World of Kanawha One

  148 Middletown Rd Fairmont, WV 26554-8104

  

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:09/13/2023

  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.

  Bedroom window does not work correctly and a replacement window was ordered but never installed. Several windows still hard to operate

  

  Business Response

  Date: 09/13/2023

  Mr. ***** job is complete. All issue he is having are covered under the warranty. Per Mr. **** he wants our Project Manager, ****, to come and install the parts we have here at the office. He is refusing to let us send our normal technician, ******, out to install the parts. **** has been working in our Fairmont location and has not been available for me to send to Mr. ****. We have explained this to Mr. **** and he is insisting that we send ****. At this point we are waiting for **** to install the parts, as soon as we have a date we will let Mr. **** know. 

  Customer Answer

  Date: 09/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Window world has not contacted us since last August of 2023 about bringing our replacement window that they promised would be in by August 18th. They have 3 windows to repair or adjust. Our windows were installed in February 2023 and we have paid 100% and now they will not call us. There is a lady named ***** that has our file and she never calls about our problems. She said their supervisor is the only one that can come out to our home and go over all of our issues and this was supposed to happen on August 21st, and of course we never got a call.
  
  Regards,
  
  *** ****

  

  Business Response

  Date: 10/24/2023

  The project manager has been out to his house and we are ordering more parts. Hopefully this will fix the rest of the issues.  

• Initial Complaint

  Date:12/05/2022

  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 husband an me had Window World come out to are home on June 6 2022 We purchased windows for are home we was required to pay have down that was 5 thousand dollars, We was told on that day are windows would be here an installed in October 2022 win October got here I called an ask what day would they be here to install the windows she said it would be November so November came an gone I called back an ask again win would they be here to install the windows she said at this time it will be December so here we go again I called back then I was told it’s going to be January or 4-6 more weeks, My paperwork I have says the windows would be installed with in 23 to 25 weeks of date of purchase that date was June 6 2022 , It is well past the date on the contract , I’m not very happy at all with Window World as of my last call to Window World I made they have put me off till January that’s 7 months an way past 23 - 25 weeks , Thank you for herring my complaint.

  

  Business Response

  Date: 12/05/2022

  Mrs. ****** purchased on June 6th. At the time we were running 20-25 week to install weather permitting. I apologize that the salesmen told her October but that was incorrect. 25 weeks would have put her install around the end of November.
  We install by date of purchase. Due to sickness, weather and product delays we are currently running about 4-6 weeks behind scheduled. Per line one on the back of our contract we are not responsible for delays out of our control. Mrs. ****** still has quite a few people in front of her and we are installing as quickly as we can weather permitting. If we have cancellations we go by date of purchase until someone sets. If Mrs. ****** is good for short notice, we could possibly get her done sooner.
  I apologize for the delay and we are working as quickly as we can to get her and everyone else installed.
  
  Regards,
  ******* ******
  Secretary  

• Initial Complaint

  Date:09/12/2022

  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 (WW) installed windows for my residence that were paid in full on 10/28/20 (receipt attached). The install was not completed until January/Feb 2021, shortly after which one of the windows was found broken (picture attached). The design/type of the break is consistent product failure, not an impact-related break, leading me to activate the warranty on the product. I attempted to contact WW several times over the past 1+ years to honor the warranty I have purchased (receipt attached) twice through transfer from the previous owner, but to no avail. Through 2021 WW was unable to determine which office had jurisdiction over my claim, transferring me from the WW of Kanawha to the WW Parkersburg, and the WW Fairmont. To date, WW has failed to make good on the requirements and obligations of the warranty and fix the faulty window. My latest attempt was on 7/16/2022. I sent six emails to all of the above mentioned WW addressed including versions of one incorrect email provided to me previously as the correct contact for my case -****** ******. WW Kanawha responded on Aug 8th and claimed to be sending a technician out to assess the situation with an appointment on 08/22/29. On 8/19, WW called back and rescheduled to appointment (claimed due to potential rain) for 8/29. I have heard nothing from WW after failing to keep that appointment. While WW staff have always been polite on the phone, the issues of competency and professionalism have prevented them from accurately identifying and fulfilling their professional and contractual obligations. The failure to make scheduled appointments, without prior notice for cancelling, further complicates the harm being done when customers make arrangements to be absent from work, or other life responsibilities that are impaired by this breach of trust and failure of obligation. At this point, WW had failed in its duty and contractual obligation to provide the aforementioned services. I seek assistance with this matter.

  

  Business Response

  Date: 10/07/2022

  I have reached out personally to Mr. ****** and left him a message today to see if he is available for either the 13th or 14th for me to come out and deliver his sash.  I did apologize for no one calling or showing up regarding his appointment that was set up for delivery on 8/29/22.  I have left my cell phone for him to return my call, and once I speak with Mr. ****** we will set a time for me to deliver and replace his broken sash. 

   

  Thank you, 

  **** ******

• Initial Complaint

  Date:07/15/2022

  Type:Customer Service 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.

  pd. 150. for 2 windows from window world, received a credit card from wells Fargo with window world on it. my balance is Zero, Windows have not been ordered as yet, this happened 6-21-22, today is 07-13-22. I canceled credit card, window world will not cancel and keep the 150.00 and windows not ordered, but even though i cancelled the wells Fargo card, they say will still be billed for 1375.00 when they receive the order, it has been less than i month, i do not want windows, nor credit card, and i will not except them if they show up. I am a senior who has health issues, and the fine print was taken advantage of. if windows are not ordered as yet, why can i not cancel order to both window world and wells Fargo?

  

  Business Response

  Date: 07/15/2022

  Mr. & Mrs. ***** signed their contact on 6/21/22. Per the contract they had 3 business days to cancel from date of purchase in writing. We was explained to the customer when they called to cancel as it had been over a month. Wells Fargo is not processed until the windows are installed and the job complete. These are custom made windows, we do not keep anything in stock and are upfront regarding our lead time.  The windows are on order but as the customer has called and canceled the Wells Fargo we will have to use the $150 deposit as a cancellation fee to the factory.    

   

  Regards,

  ******* ****** ********* 

  Customer Answer

  Date: 07/17/2022

  [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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,     They can keep the $150.00 as long as order was cancelled and they leave us alone. 

  ***** *****