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:12/06/2023

  Type:Customer Service 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 have tried for about 1 1/2 years and still don't have the correct picture window in my home. They have been here 3 times and always something wrong. They was supposed to be here today at 12.....it is now 1:45. The man called and is now trying to find someone to help install the window.....that should of been done when they called with a date to install the window. I paid good money for these windows and the job still isn't done. I have no idea what to do except file a complant.

  

  Business Response

  Date: 12/18/2023

  Our Production Manager has been working with ******************* on this miscommunication. This window has been installed and the job is completed.  

   

   

• Initial Complaint

  Date:11/09/2023

  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.

  The siding on the chimney is falling off and need to be replaced. The siding strips for facing on the front of the house of the large window continues to slide down. First contacted this company concerning the problem was September. They finally sent someone out to evaluate the issue on 09/12/2023. Each time I've contacted the company, I got the run around with, "resources on order.

  

  Business Response

  Date: 11/21/2023

  Our Director of Operations Manager has been in contact with **************** regarding the repairs necessary and his experience. All repairs were completed on November 13th. We have left multiple voicemails to follow up since to ensure that the **************** was satisfied with all workmanship. 

   

   

• Initial Complaint

  Date:06/20/2023

  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.

  Back in April 2023, I had a rep from Window World come & look at replacing an exterior door, & give me a quote. *********************** is the person who came out to the house. He spent at least ***** minutes measuring & looking over everything. I was given a quote, specifically asked if there were going to be any issues since the house was built in ****, *** was assured this can be done with no problem. I paid $775 on my **************** card (half the ****** *** signed the contract for the door. When the team of 3 came on 6/6/23 to install the new door, I was told after about 15 minutes, that the security door is welded in to the door frame, the security door would have to completely come off, & they told me they are not welders & could not put the security door back. They said they didnt even have equipment for that. They called the supervisor, explained the ********** *** let her know that since they have to take down the security door & cant replace *** I would need a refund. The supervisor informed me that I could not get a refund, she was very combative with me & made me feel that I was responsible paying for something that did not f*** & was not communicated to me in the beginning. I never would have agreed to have this door done if I had been told the truth upfront, that I would lose my security door. I informed the supervisor this was not my fault, it was the rep *********************** who did not tell me the truth. When she let me know on the phone there was nothing she would do, I let her know I would call ****************. She then said, this is a recorded ***** *** said good I want everyone to know the fraud Window World of Central Alabama is committing. I called **************** & gave an extremely detailed account of everything that happened, & even clarified the issue at the end of the call to ensure accuracy on my report. They agreed to take on Window World due to this issue, & the door essentially not fitting in my home as it should have. Window World proceeded to call me 3-5 times that day & the next day. Every time I let them know I had already reported this to ****************, they were handling *** *** dont want them to try to experiment with my house after I was already told it couldnt be done. The door never came out of the packaging & no work was done at my house. **************** took the charge off my account a few days later, but I have been concerned Window World of Central Alabama would try to send this to collections fraudulently & erroneously. They have started calling again today.

  

  Business Response

  Date: 06/26/2023

  We are very sorry for the issue with the security door. We will be cancelling the entry door and will not to continue to call you. 

  Customer Answer

  Date: 06/26/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/12/2022

  Type:Billing 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.

  Ordered 11 windows for new house Im building in May. Originally told 2 large windows could be seamed together (sets to make 3 - 9'x9') After having the measurements taken by WW (***********************) the windows + 1 installersshow up and aren't seamed. Had to add 18 inch wall between. When installers show back up ***** they use my scaffolding but I was charged $2600 for scaffolding/other. Originally ******* stated $2000 off total price for my scaffolding then says they weren't allowed to use mine and they had to rent some just for my job, so sorry. Installers broke glass on 1 w/ excessive damage to the flashing. 3 of the other 5 they installed also had damage to the flashing. In addition the did not spray foam inside which was part of the contract. The broke 2 of the windows in the warehouse, but had new ones with 2nd install group. However one of them was 3 inches to narrow so I had to do extra framing. They sent a quality inspector out and he agreed w all and also notice the broken glass was leaking water into my house. They also leave the 3rd party install crew to collect the final bill but was told by salesman they would take care of it in the end (including scaffolding issue.) In total, my original $9500 windows are now costing an extra $5k. I have made over 30 calls and even drives to the ********** office, on a Wednesday, where I talked with the general manager (*********************.) After providing him with an itemized list of the extra cost ive endured due to WW, **** scanned a copy and promised me he would have a meeting with his management and call me by that Friday. 1 week later I called number on business card and just got the standard number. **** said she would send an email to ****. That's been over a month ago. Finally got a call this week saying delivery of broken window mid Jan. I'm just a regular every day man trying to build his dream home on his own and WW has been nothing but a nightmare. No one will return calls and every answer when called is, sent email

  

  Business Response

  Date: 12/13/2022

  We are very sorry for **** not getting back to you. We will call you and come up with resolution right now. 

• Initial Complaint

  Date:08/08/2022

  Type:Product 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.

  Purchased Windows and doors in 2010. Products have a lifetime warranty. Called out company technician to diagnose the problem. Tech incited that the door was improperly installed causing the frame to break. Tech did a temporary fix and write up report. Received a call from project manager, Aaron, saying they would not honor warranty because it was purchased under previous owner. Offer to replace door at 20% discount which would cost me 2,200. Refused to provide me with another manager contact information. Window World of Central Alabama make a difference between "His customers and Our customers", however they acquired the previous owners contracts and warranties. Drove out to location, spoke with ***** and ****, still no resolve.
  
  I doubt if this is the first time they have refused to honor warranties. Sent emails to higher ups in the company. I hope to receive a response. **** and ******* ******* if you are seeing this, customers are not being treat fairly by this branch of your company. It needs to be resolved before it has further negative consequences on your business. **** and Aaron, while nice, completely disregarded any dispute that i had and did very little to try to resolve my complaint.

  

  Business Response

  Date: 08/09/2022

  We will be pulling the file for this. We are going to find the contract from 2010 and see what was ordered and get this taken care of as long as the previous owner did indeed contract a door with the customer. We will also be calling the customer for a copy of the contract in the event we cannot find it. We need this to prove the door was through Window World, and also to know the specs of the door for reorder if it was contracted through Window World. 

   

  The current owner acquired this store in 2012. While we have most files, we have found in the past years that we didn't acquire all files and contracts from the previous owner. We will take care of this accordingly. 

• Initial Complaint

  Date:08/03/2022

  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.

  Paid 50% for 6 windows to be replaced in May 2021, was told it would be completed in August 2021.
  Actually came out to measure Sept of 2021. Installation in March of 2022 but 1 window was broken in transit. Paid the balance, only 5 windows installed. Came back out May of 2022 but only brought a pane of glass, not the whole window. Scheduled to come out June 2022 but didn’t show up. Called to ask why, since my husband arranged to be home from work and wait for them, they said someone called me to let me know that they had to reschedule but that after it rang once the call disconnected and they didn’t call me back. They said to me that “I probably wasn’t in a hurry, right?” When rescheduling. I said that we had paid for the windows more than a year ago and wanted the project done.
  Scheduled to come out July 2022, cancelled. They did call me this time.
  Scheduled to come out Aug 2022. I told the person scheduling that I was not happy with all of the errors and delays, and missed work each time they came out. I asked to speak to a manager. She said she was a manager. I asked what she could do to make this right. She said that their company sometimes will adjust pricing in cases of errors but not until the project was completed, and she would have to contact upper management, so I should just get the project scheduled and then they could address that.
  Aug 2022 - window installed.
  They company called the next day to ask if I was happy with that specific installation. I said yes. She asked if that was all then, we were satisfied. I said no. I raised the question of the company doing something to acknowledge all of the errors. She said there was nothing in my record about the previous conversation and that she would have to contact upper management. I asked her to do so. I have not heard back from anyone.

  

  Business Response

  Date: 08/10/2022

  We are very sorry for the issues that occurred with this contract. We will be calling you today to work it out and our goal is to make you a happy customer.