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:10/22/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  During installation, a window arrived with a manufacturing error. I was advised a replacement window was ordered. I was told it would be 2-3 weeks until arrival. That was 4 weeks ago and no update.
  
  On install (Wednesday), the team advised the job would be completed that day. They received a phone call and accepted a new job for the next morning. They left the job site unfinished.
  
  The next day, this new job was given priority, which was taking longer than expected and my installation being delayed over the weekend. I expressed my dissatisfaction that another job was given priority over my install. I received the usual apologetic platitudes. There was no ownership.
  
  The team could not return to complete the job until Monday. This left the job site with an uninstalled window in the middle of my kitchen in a very high traffic area. I didn’t think much of this until a window feel and gashed my ankle. I was forced to seek emergency care and received five stitches.
  
  When I called to reschedule because I was injured, it too was met with the same insincere apologetic platitudes. This gross neglect caused a personal injury and the lack of care or accountability is appalling. The fact that the window was left in the one of the heaviest traffic areas of the home demonstrates a severe lack of attentiveness.
  
  The next day the job was completed. I was told I would be contacted for a survey. I was eagerly awaiting the survey for the opportunity to raise these concerns and hopefully bring these to the attention of someone other that the tech team or operator.
  
  The windows themselves are beautiful and drastically improved the look of the house. However, upon close inspection feel like cheap plastic. Even the hardware/locking mechanism is made of plastic. That doesn’t feel secure to me. I’ve noticed I have to exercise great care when locking or the material will bow and not seal properly. For the price I paid for the windows, I would have expected better quality.

  Customer Answer

  Date: 04/14/2025

  After BBB received no response I also submitted my review on Google. They commented a similar message, that they didn't show me as a customer and to reach out to them. I emailed them and once again received no response. Attached is my receipt for the work. This seems like an attempt to not take accountability. 

• Initial Complaint

  Date:07/15/2024

  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.

  Poor installment of my windows.  The framing boards on the inside on either side of the window were cut too short and left a gap and they were two different sizes.  One side was 2 inches wide and the other side was 1/4 inch wide.  Then on the outside the caulk was smeared way out on the brick.  I was told they had to smear the caulk like that to get a good seal.  I find that hard to believe.  I did tell them on the first window that the caulk was unacceptable, they went ahead & finished all the windows out in the unacceptable manner.  They did come back a weak later and made the boards on the inside even on each side of the window.  There was nothing that can be done about the caulk outside except pain the caulk or have a trim board put down.  Either way its going to cost me more money when I paid $5,288.00 for 6 windows.  I called Window World to get a good job not a shotty one.

  (see attached)

  Business Response

  Date: 11/22/2024

                  We originally sold this job and the salesman called me while at the first visit for the sale. He was very concerned about how the window opening were on this house and how we could install the windows and that the homeowner had many complaints about the company she had that installed them years before. We didn’t want to have issues and after my sales person face timing me I told him I needed to go personally and look at the house before we ordered anything. I explained to the homeowner the only solution that I had and she said she understood and that is how we ordered them. Upon install we did have to use a trim stop on the inside to finish out the window which I had explained to her when I first came out to her house. Then we caulked the outside of the window to the brick. This has to be caulked or the window will leak. This house has a very rough porous brick on the outside which is absolutely impossible to make a nice smooth caulk line. We do see this brick on homes from time to time. When installing the windows when the homeowner let us know she did not like the way the caulk looked we let her know this is completely normal and they have to be caulked and that we would do our best to make them look the best we could. The homeowner signed a completion slip at the end of the job that says she has looked at the job and agrees the job has been completed. She then paid for the job. The next day we received a call at our office from the homeowner complaining that she did not like the caulk job and she did not like the trim stops we had installed on the inside of the windows. She also said that she had put a stop on her check with her bank. This did cause us to receive a bank fee because we had already deposited the check. I then went out personally again to look at the job. I did agree with her that the inside trim we had installed did not look good and that we would be happy to redo the trim. I apologized and I let her know how that we could fix this. I explained how we would fix it and she agreed that would be good. We then talked about the caulking on the outside and I explained why it had to be this way and what a challenge that particular brick is. I then took her to her door going into her house which we did not install and it had been caulked. I showed her and it looks just like what our caulk looks. She then told me that I shouldn’t compare it to that because that was installed years ago and that it wasn’t installed by a professional. I explained again that it was only a result of caulking on the particular brick she has. She did not agree with me. I let her know that I wish we had a better fix but this is the best we can do. We then sent our installer to her house the next day to fix the inside trim stops. We did fix them and she told us at the time she was happy with the inside. She was still very unhappy with the outside caulk. She paid us for the job and we were able to deposit the check and it went through. Then a few weeks later she began to call back complaining about the caulk again and asking for some of her money to be refunded. I spoke with her and let her know that we are not able to do anything else and that we cannot refund her any money for the job. She again became very upset with me and let me know what all she thought about me, my children, my business, and those that work here. I was on the phone this last time about 20 – 30 minutes as she vented and at that point I let her know that I would let her go which I did. At the time of writing this it has been about 3 weeks or more since we have heard from her.

   

   

   

  Thank You,

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

  Window World Northeast Arkansas

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

  Jonesboro, AR 72404

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