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:09/08/2023

  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.

  On December 8, 2022 my husband and I entered into an agreement with Window World. We paid 50% down and was given a 4-6 months installation period, which was okay with us. The windows were installed on April 26, 2023. Of course there were some visible issues that were pointed out to the installer. We have been constantly following up since May 3, 2023. On May 16, 2023 an installation manager was sent to inspect. I presented him with a typed list of items. He agreed that the workmanship could have been better. On May 17, 2023 installation manager called to bring colors to better match strips that they used, which is one of the workmanship issues. Time was set up for May 22, 2023, which he forget. We set up another time for May 23, with a show. He promised to get back within two weeks. Well, no show, I sent an email on June 7, 2023 requesting status. On July 21, 2023 I sent a text to installation manager. He replied that he was on vacation until Wednesday and would get back with me. On July 26, installation manager came by with other strip colors. Since that last visit, no one has kept us on follow up. We have not heard anything from anybody. At issue: sloppy caulking, strips used to cover seams in some windows but not others, torn screen, inside caulking is separating from its intended area, outside acrylic caulking looks like glowing lights, the windows are not aligned and strips were cut unevenly to make them fit. It does not take a professional to visually see that something is wrong with the workmanship, Hind site is 20/20. We were sold a bag of "I don't care after I am paid goods!" The windows may be okay. We will not know until they are tested. It's the workmanship, which could adversely impact the performance of the windows. We don't know...We put our trust in Window World,

  Business Response

  Date: 10/06/2023

  ***************, I am aware of your situation and have discussed it with staff and installer.  Yes, installation looks sloppy and it will be corrected.  Office has been in contact prior to you BBB complaint  and we are waiting on your response. As to the functionality and performance of your windows they are all to manufactures specs to meet the highest energy efficiency.  Call the store and reach out to ***** **********

• Initial Complaint

  Date:08/09/2023

  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.

  Need to speak to OWNER of ******, ******* Window World, **********************, OR corporate owner of Window World, *****************************, about a job that has not been completed, yet they filed as completed. This sale has been going on since Nov 2020. They have filed a judgement against me for a job that has not been completed. I paid half up front and due to pay half on completion. I have spoken to at least 8 people to get this cleared up. They acknowledge they made a mistake, and told me not to be concerned about the summons for payment I received, and now there is a judgement plus court costs. The job still has not been completed! I need help!

  Business Response

  Date: 08/13/2023

  Issue is not WW, its a manufacturer and ***************** is well aware of it.  Reorders have been done on sashes.  WW was out to home on 6/2023 and she would not let us in to get serial numbers.  She has made it very clear that she was not going to pay balance, therefore it was turned over to collections and no warranty will be honored until paid.

• Initial Complaint

  Date:07/24/2023

  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 been dealing with Window World since 23NOV21. Second time writing a complaint about location *****************************************************************. Last complaint was submitted 18JAN23 about an install on 17MAY22. They sent installers out 10OCT22 to resolve issues from 17MAY22. They were running late and ****** said he had my replacement parts but due to lateness of the day he would have to come back because my meeting rail was not centered properly as well as an indentation on the frame. After they left my home 10OCT22 I did not hear from the office until I filed a complaint number ******** with the BBB. The office manager ******* called me to set up an appointment for installers to come back on 09FEB23. ****** and **** came out to install the new window frame and meeting rail. When ****** put the left slider sash in the frame it would not slide this was not an issue before. He said the sash would not slide because it was out of square on the right side and he needed to order a right window sash. On 27APR23 ******* and **** came to replace what he called the right sash on the order from. Once in place I noticed from inside the house if I slide the window open with the screen to the left wall it left an open gap between the window and the screen big enough for a cat or anything else to walk through. I was told by ****** this is how they ordered their windows which unacceptable. I called ******* the manager and she said she would send out a representative from AMI the manufacturer. I began trying to figure out why myself my two double hung slider windows with the same parts worked fine on one side and not the other. I finally learned how to tell right window from left window by standing outside facing the windows and realized they ordered two right double slider windows. *** from AMI confirmed I had two right windows 18MAY23. I called ******* 17JUL23 she said she don't know what AMI told me but she and her manager discussed it and they will not replace it. I paid them $4,863.

  Business Response

  Date: 07/24/2023

  We apologize that you are having issues with a service that was provided. Unfortunately, we are not affiliated or connected with the Window World of ******. Please see their direct contact information for further assistance.
  
  Window World of ******
  **************
  *********************************
  ********, ** 36582

  Business Response

  Date: 07/28/2023

  ******, received your complaint.  Looked at the file and notes form ******* and manufacture.  I will ***** changing 1 slider window to a left opening at no cost.  If you are ok with that call ******* and she will order it.  **********.  owner

  Customer Answer

  Date: 11/09/2023

  Please reopen this file in regards to Window World. This office sent a rep out to correct a large double slider window in the living room and a small slider in the guest bedroom. Guest bedroom replacement successful living room slider unsuccessful. ******* ****** came out on 27sep23, when he brought in the  replacement window it was the exact window that had already been installed, it was a right side window which I have two of they were suppose to bring a left side double slider window, back to square one for two years now. I the office and explained the situation to *****, she said the office manager ******* was not in and was driving back from out of town but she will give her the message when she returns. I called back on the 28sep23 spoke to ***** who told me ******* would be in later that day. I spoke to ******* on 29sep23 she told me she will speak to AMI the manufacturer  supervisor ****** and get back to me. I waited two weeks did not hear from her. I called 13oct23 spoke to ***** who said ******* was out sick she would check with ***** to see if she had any info and ***** said she received an email from ******* saying she had contacted the manufacturer and the parts were ordered 05oct23. ***** said she would have ******* call me Monday 16oct23 with a ship date have not heard from this office since. I don't know why I'm being treated this way after they were given half the money in Nov ************************************* May 2022 $4863.00. Had requested a refund on that double slider window since they have not been able to get it right for two years. I even suggested that maybe Tiffany  or the manufacturer needed to come out to my home and see for themselves. ****** has been here before and agreed with my findings. I was told by ******* she knew exactly what needs to be done with the slider and they will get it corrected. I've been told this before but still have the same issue. With no updates from this office  makes me feel that no attention is being given to this case at all.

  Business Response

  Date: 11/14/2023

  Window World disagrees with your statement.  When ****** came out and ordered the reverse slide to be taken out manufacture did them incorrectly for the second time, they have been reordered and arrived at the office 11/13. Please call the store to get set up

  Customer Answer

  Date: 11/21/2023

  I read the message from window world about them disagreeing with my statement. I do not know what they are referring to because I have always stated the truth in all three of the reports to to BBB. The message stated ****** the supervisor from the manufacturing company ordered the reversed slider window wrong. I stated in a previous report ****** came out and agreed with me that two right side slider windows had been installed, he searched for a serial number on the ******************** to be  reversed there was no serial number so he said he would have to get it from the office at window world. This proves my point, it does not matter who ordered the wrong window the main issue is it was ordered wrong like  putting on two right shoes.  Representative ****** came out on 20Nov23 ,upon arrival he came inside to investigate what he needed to do. He said I believe the pieces I have on the truck are the same ones that are already here. We both went out to the truck and set up the window as if it was installed and yes it was still a right slider not a left slider no difference in what is already installed. Of course I am  dissatisfied and I'm requesting a refund on what should be a left slider and to keep my lifetime warranty on all windows. 

  Business Response

  Date: 11/29/2023

  Its at the manufacture.  As stated before WW is trying to correct but if manufacture can not get us the right stuff.

  Business Response

  Date: 11/30/2023

  refer back to original response.

  H

  Business Response

  Date: 01/27/2024

  Again, refer to previous response.  There iwill be no refund.  Its a personal preference on your part how the the slider should operate.

  Customer Answer

  Date: 01/31/2024

  We are pass this conservation as of 08Dec23. I spoke to ******* a she said corporate was involved her office Is waiting for the replacement, not my preference but correct left window not 2 right windows said they will call when window comes in so I'm just waiting for her call 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/18/2023

  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.

  I am writing you because I am dissatisfied with a new window replacement job installed by window world on 17May22. I had already paid half the cost to salesman ***************** who is no longer with the company in the amount of $2,431.50 on 21Nov22. On installment day 17May22 I had to pay the balance $2,431.50 of which I was aware. Window world has now been given $4,863.00 paid in full. Before the installers Egore, Estaba, and ******* left I showed them areas that would have to be corrected. ***** and I spoke to manager ******* about my concerns and sent pictures. ******* later set up a date for the crew to return which was for 12Oct22. On that date ******, ****, and ****** arvd at my home 3:30p. They corrected the guest bedroom window problems with a sash and new screens. However when I purchased the windows I upgraded from metal to vinyl window frames. I showed ****** the livingroom window where the previous installer had put a metal piece between one of the windows and the brick wall, indentation in the frame, and both screens bowed. ****** told me he had all of my parts on the truck but would have to return it was late and the meeting rail between the windows was not centered they would have to remove and reinstall them properly. I called ******* and asked when will the installers come back she said she did not know she had not set up their schedule yet. I said ok, since you have not set up their schedule yet and I have paid in full will I be set up for November 22 she said yes this was on 17Oct22 when we spoke I have not heard from her yet. I don't feel this fair, I'm sure they are still talking and filling new orders to keep the business going and here I have paid in full and the job is incomplete. I have given them plenty of time for a courtesy call to let me know when the job will be finished.

  Business Response

  Date: 01/19/2023

  Will look into this and get back with you by Friday

  owner