Complaints

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

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  Window World Of Huntsville

  25154 One Aviation Way SW Madison, AL 35756-4594

• 

  Window World Of Huntsville

  717 Michigan Ave Muscle Shoals, AL 35661-2249

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:11/10/2022

  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.

  07.20.21- WW came for estimate 08.20.21- Signed contract w/ WW ($16,000)10.14.21- WW called stating windows are delayed 11.23.21- WW called stating have windows and to schedule install 03.02.22-03.04.22-WW installed windows and door. MB window and ** trim wrong 03.11.22- WW scheduled payment for work ($16,000)06.29.22- WW called to schedule MB window replacement 07.16.22- WW called to schedule MB window 08.05.22- WW called to reschedule appointment that was on 8.8.22 09.02.22-WW tech came to replace window in MB and trim on **, ** trim not with technicians. Found exterior casing wrong outside & indoor trim damaged. Pics taken by repair tech.09.06.22- WW called, called WW back, and agent said would have Project manager call me 09.06.22- ****(Project Manager) called stating scheduler will schedule a PM to come assess situation 09.06.22- Window World called to schedule appointment for 9.14.22 w/ PM 09.14.22- 2 Project Managers came to assess the issues and wrote new service contract to have repairs made. Identified interior trim was used on the exterior of home and this trim was for interior purposes only and WW needed the original installers to come and replace the trim with exterior trim, since the contractors were paid to do so originally. Stated original crew will correct outside defects, repair tech would come correct inside defects identified- such as damage to interior window casings and missing trim on interior of front door. *One of the project managers asked to use my restroom, and did*09.29.22- called WW due to no contact for 2 weeks (I initiated contact NOT WW)09.29.22- indifferent agent on phone scheduled appointment for 11.03.2022 11.03.22- original install crew came to repair their work from MARCH. They DID NOT bring the ** trim with them that we have been waiting on since MARCH, need additional apportionment. 11.09.22-no call yet from WW to place the missing ** trim. Proposal: 15% money back and place missing trim on **

  Business Response

  Date: 11/15/2022

  We appreciate your patience with this job. It appears that we will be out today (11/15) to get this corrected.

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18382999
  
  I am rejecting this response because: 11.15.22- the master tech came to replace trim and didnt have it on his truck, even after the manager called to confirm the correct piece prior to their coming. As of 11.15.22, trim not replaced and no offer of any type of reimbursement has been made. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/17/2022

  This was completed on 11/16. The trim that was to be installed on 11/15 was rained on in transit. We didn't want to install waterlogged trim, so the following day we completed the job with newly painted trim. 

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18382999
  
  I am rejecting this response because: the repair tech did come and successfully place the trim on the 2nd visit in 2 days, after the BBB complaint was filed. However, WW has not extended any type of reimbursement offer for these damages and ongoing issues/burdens, nor have they acknowledged that piece of the proposal of this case. By neglecting that part of this complaint, they are continuing to demonstrate a lack of empathy or ownership towards this situation and treating the situation as a BAU occurrence for how they conduct business. This account was created in August of 2021, installed in March of 2022 and 4 repair truck rolls and 8 months later, I just now have my trim installed because I filed a BBB complaint? My request is for WW to extend a reimbursement offer, and that within itself is not unreasonable, due to the nature of this complaint and what we have experienced for a year and 3 months. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/09/2022

  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.

  3-15-22: French door sold. 10-11-22: French door installed poorly. 10-12-22: Service contract written up to make corrections, person later left company and never turned in paperwork. 11/4/22: Service contract written up to make corrections, never contacted by company to make such corrections.

  Business Response

  Date: 11/15/2022

  Thank you, 

  We will be calling immediately to get this resolved. 

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18370864
  
  I am rejecting this response because:
  
  I was never contacted. Even 24 hours after this response. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/17/2022

  Our Project Manager, ******, has spoken with this customer and let her know the door frame is in production. This will take 3-4 weeks to deliver. This was also discussed on site during the last quality check. 

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18370864
  
  I am rejecting this response because:
  
  I was never contacted. I had to call him to come out here with another boss, *****. The two men took notes and never wrote up a service contract. I then called again and ****** emailed me an unsigned contract. There has also been no discussion for refund or discount. 
  

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/30/2022

  11-30-22  

  The door is in production. I was with ****** the day he told her how many weeks it would take. She requested documentation of what we planned on doing to fix, and that is when ****** sent her the service order for our field team. Everything that was on the service order was discussed in person with her with myself and ******. 

  
  We do not like discussing compensation until the job is completed, and we definitely do not discuss it on an open platform on the web. It is handled internally. 

  
  This is still an open contract. It cannot be closed until I get the warrantied door frame. 

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18370864
  
  I am rejecting this response because:

  No one has contacted me to discuss compensation. Every point of contact has been made because I initiated; otherwise, Id be stuck with a door that doesnt close and all its other problems. In fact, I was expected to make payment on it this month. I do NOT feel comfortable making payment on this even though I did. Furthermore, I should be compensated simply on the fact that my heat bill has skyrocketed because of this. 

  Sincerely,
  
  *********************************

• Initial Complaint

  Date:10/31/2022

  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.

  Signed a contract for a new door and install with sales rep ***************************** on 7/5/2022. Before signing I asked if a Saturday install would be a problem as I was not able to be home an a weekday. ***** assured me that they did installs on Saturday and it would not be a problem. I was told door would take up to 10 weeks. Door came in within the 10 weeks time frame however they told me they do NOT install on Saturdays. After a lengthy discussion I was given a Saturday appointment about 4 weeks out. That appointment has now been rescheduled 4 times, always notified the day before or day of. When they called to reschedule my last appointment that would have been on 10/8/2022 I asked to speak with a manager. After a lengthy hold the escalation person got on the line. I was then schedule for 10/29/2022. I again asked to speak with a manager and was told none were available. When I insisted to speak with management I was assured I would be called the following Monday. To date, no manager has called. Well today was my install date. When no one had called to cancel I thought they might actually show up. I waited until 30 minutes after the appointment time of 9:00 to call. I was told by ******* in customer service (?) or whatever department answers the phone on weekends that I was never on the schedule for today. The last note in my file showed they left a message to cancel the last appointment and I never returned the call. They apparently decided to completely remove my last conversation along with the new appointment from their records. I was then offered the next appointment available, 12/28/2022, a Wednesday. ******* stated she was not allowed to schedule a Saturday appointment without manager approval. I again asked for a call from management and was told that *********************** would call me on Monday. I dont know what to do to get this door installed on a Saturday as promised by sales rep. Will have to see what Monday brings but have lost all confidence in them.

  Business Response

  Date: 10/31/2022

  This is not how we conduct business. We are very sorry to hear this has happened with you. Our Production Manager will be calling you immediately to get this resolved. 

  Customer Answer

  Date: 11/01/2022

   
  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:10/28/2022

  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.

  Crew knowingly installed broken windows in April 2022. I have yet to have this problem corrected 7 months later.

  Business Response

  Date: 11/15/2022

  11-15-2022    

  Hi,

  I was out of town for 2 weeks and I take it my replacement didn't respond to this. This was actually completed on 10/31. 

  
  

  *********************

  Director of Operations

• Initial Complaint

  Date:10/18/2022

  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.

  On March 22, 2022, I ordered a storm door from Window World. The price was $650 and I paid a deposit of $325. Four months later on July 20, after many delays, an installer came to install the new door. He removed my existing door and attempted to install the new door but discovered that it did not fit because the height had never been measured at all. It was just assumed to be a standard height. My utilities bills have been higher than normal because I no longer have a storm door. I have sent emails to Window World and requested the return of my deposit but they have not cooperated so far.

  Business Response

  Date: 10/28/2022

  We have settled on a dollar amount for this contract, and the door is installed. There was a bent sill extender for the storm door in which we have a new one and are bringing back out there today. 

• Initial Complaint

  Date:08/08/2022

  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.

  About 1 ½ years ago I started working with Window World on warranty work that the local franchise did for my Mom in North Alabama. The work contract was executed on 10/22/2009. She had about 6-8 windows that fail and we started trying to get them replace. I was able to get all of the windows replaced except one that was missed when they ordered the replacements. In the process my Mom passed. My sister moved into the house and we still cannot get them to replace the last window. Also when Mom had the windows replaced they put in a double door replacing a sliding glass door. We have also had failure on the door and Window World is saying they do not have the contract even though we have a copy. To bring this story to a end quickly, window world had been out several time and we get promises that never happen. One of the workers, on one of the visits found that the windows had not been installed correctly and that was probably what was causing the window failures. I suspect the same thing has happened with the door. Window World pulled every single window that they replaced and reinstalled the windows and guess what, moisture in the windows has stopped and the utility bills have improved. What can you do to get the final window replaced, and the door replaced, under the warranty that you provide with all your work.

  Business Response

  Date: 08/10/2022

  We are sorry for the delay in this warranty service. We are having to pull the file with the information of the door because we do not have it in in our CRM system. We built that system in 2012, so anything before it we had to manually enter it and sometimes a file wasn't entered we have found. We always warranty our product and will stand behind this when we get the information we need. Measurements / Specs / Etc. 

  Customer Answer

  Date: 08/10/2022

  I am rejecting this response because: We have been hearing this same response for over a year now.  I actually provide the contract to the BBB when I sent in the original compliant into the BBB.  I am attempting to add the contract again.    
  

  Business Response

  Date: 08/24/2022

  We will be providing this customer a new door. 

  Customer Answer

  Date: 08/25/2022

  I have reviewed the response made by the business in reference to complaint ID 1*******, and find that this resolution is satisfactory to me.
  

  Business Response

  Date: 09/20/2022

  We aren't sure where the miscommunication lies, but the door was ordered on 09/01 and has an expected delivery date of 10/07. 

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 17686526
  
  I am rejecting this response because:  We have been going back and forth with Window World for over 1 year.  This door has been measured at least three times with expectation that the door would be replaced.  Until the door is actually installed, I will not accept the response.  Check back with me on Oct 14th and I can accept the response if all work has been completed satisfactory.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/27/2022

  It appears the new door has a ship date of 02/01/23. We apologize for this delay. We do wish this complaint remains open until the door is installed. 

• Initial Complaint

  Date:06/28/2022

  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.

  The guy that came and fixed the window over my kitchen sink twisted my faucet which made it inoperable. He attempted to adjust it but made it worse. The incident happened on 17 June 2022. I called on 18 June no manager was there. The girl answering the phone said they would call Monday 20 June. No one called so I called them. The man I talked to said typically what happens is the homeowner gets it fixed and they reimburse you. The next day they told me they weren't responsible for the faucet being fixed and they would not pay for the plumber to fix it. Because WW employee broke the faucet, WW should pay for the repair. I had to call a plumber who came on June 23, 2022 and made the adjustments necessary for the faucet to work properly. The total cost was $85.

  Business Response

  Date: 07/11/2022

  We have sent a reimbursement check for the repairs to the sink. We apologize for the inconvenience!