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:04/29/2025

  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 subcontractor installed all of our windows incorrectly. Our windows leaked damaging our floors and walls. They came out to assess and admitted the were totally wrong but will not replace the drywall or vinyl flooring as a result of their negligence.

  

  Business Response

  Date: 06/03/2025

  Ms W did did purchase a whole house (14) of windows in 2020 through multiple orders under old ownership.  All windows were installed and passed inspection.  Client has not had any claims since until Nov **************************************************** her house on the second floor and thinks it could be a window in the room.  As a reminder, the client was informed per her signed contract, the homeowner was responsible for the care and upkeep of the caulking following one year following installation.   Even though her caulking warranty had lapsed, the new owner offered to send the installation manager out to see if we could help find the leak.  Upon examination of the windows, it did not appear to be an issue with the windows themselves as all windows did not appear to have any issues but did find debris and dirt on the inside of the track and also that the caulking had not been painted or maintained since the original install, photos were taken and are in the clients file.  Upon inspection it was also noted and photos taken that there was damage the to exterior stucco of the home at the level of where the water damage was located and in the same area of the subfloor at the second floor height, this damage had been previously painted and was not new.  On the interior floor, the area where the water damage was located was already replacement wood from where the floor had been replaced before in the exact same area in front of the windows. The client had previously sent a very close up video of supposed rain coming in the window and coming over the interior sill of the window but per the video, it looked like a pressure washer was being used and if this were accurate, this would of happened during every storm in the last 4 years in which there were no claims during that period.  Also, there was no damage to the interior drywall going from the inside window sill down as if water was coming in by rain in the video.  As a courtesy and due to the fact that we try to assist our clients, the owner offered to replace the 3 window frames in the room and to reseal them before the client went through the expense to make the repairs.  In Dec 2024, we replaced the frames and sealed the openings.  ************ ticket for this client was in Feb 2025 to replace some rollers on a couple windows.

  April 2024, the client sent us an invoice from a contractor listed by the ************** as a pool and spa contractor but we have found is a licenses GC, demanding $4,500 for the repair of stucco, drywall and the subfloor.  While explainng to the client again that ther was no evidence that the water came from the windows and that we changed the frames as a courtesy as she had not maintained her home, she stated for the $4,000 she will do much more damage in reviews and telling the news, and ****** reviews, BBB etc. and she will be contacting her lawyer. Client ended the call.  We have not spoken to this client or received anything from a lawyer since this last conversation

  I tried to upload the photos but it is stating the files are to large.

   

  

  Business Response

  Date: 06/03/2025

  exterior pictures of old damage that is painted over

  

  Business Response

  Date: 06/03/2025

  pictures of non maintained home and caulking

  

  Business Response

  Date: 06/03/2025

  pictures of debris and dirt in track that could clog the windows drain system

  

  Business Response

  Date: 06/03/2025

  picture of current damaged floor where you can see the floor has been replaced previously in the same locastion.  you can see the original floor and the previously replaced floor before this damage which suggest this has been an ongoing issue before the new windows and the water infiltration is coming from somewhere else.  Also there is no damage to the drywall coming down if there was to be water pouring over the window sill and down the interior wall

• Initial Complaint

  Date:03/27/2023

  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.

  Purchased Windows and Sliding doors from Window World 2/9/2021 at the price of Approximately $41,000.
  The windows have all been installed, (still needing 2 screens replaced), and are still waiting the building inspection We are still waiting for parts for one sliding door (doors were installed incorrectly and are jamed in place and cannot be opened, and has no screen), and one sliding door was installed incorrectly (backwards and too short for the original opening.)
  We have been in touch many times with window world with no response to date. I have numerious calls documented as wel as email with no response. I need help to complete the job as I have been told the inspection cannot be completed until all the items on the work order are complete, the windows still need the screws covered and plastic coverings put in place. Most of the stickers have peeled off due to the lenght of time.
  We are now over 2 years since this project stated. We need to get it done so we can put up our security system back on all the doors and windows. Can you help us?

  

  Business Response

  Date: 04/18/2023

  Good afternoon sir,

  I see we have resolved your concerns, however we need to install your sliding door screen.

  Our Field Manager James K is working on your screen as we speak.

  In the meantime we will coordinate your inspection.

  Thank you for your patience!

  Customer Answer

  Date: 04/26/2023

  
  
  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. Window World has been very active in completing the instalation of our window since we comminicated with you. We are waiting for our instpection date and final install of a screen door and the divits once the instpection is done. Both Mark M******** and James K******** have communicated with us and are working to resolve our issues.
  
  
  
  Sincerely,
  
  
  
  ********* ********

• Initial Complaint

  Date:08/22/2022

  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 a Singed Contract with Window World for 6 Windows & a "Fire Rated Knee Wall" in our patio under 3 of their windows. On January 24th, 2022 Window World installed all 6 windows & the wrong Knee Wall that failed inspection that day because it was not "Fire Rated". It has been 7 Months & Window World has not inspected the unfinished knee wall which is not weather proof. They have promised me for 7 months that they would install the correct "Fire Rated Knee Wall" to no avail.I have contacted Marty Bell, Consumer Relations Manager @ your Corporate Office, 118 Shaver Street, North Wilkesboro, NC. He was not able to get this accomplished. I also contacted a dozen local Window World employees @ their local office & received empty promises. The Dangerous situation We have is that Window World installed an unfinished knee wall that is not waterproof & a powerful storm will flood our patio & residence unless Window World completes the Signed Contract Work Immediately.I need your help from Corporate Headquarters to get involved before our Residence is Flooded. Please help us!Thanking You In Advance, ******
  

  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 8, 2022/09/08) */
  As you're aware we installing this week & will have all wrapped up in a timely manner
  
  Thank you for your patience sir
  
  
  Consumer Response /* (3000, 15, 2022/09/22) */
  W.W. did the original installation on January 24th, 2022. They didn't come back until September 6th, 2022 to correct most of the problems. The following items are left before the Contract Work is Completed 1) Fire Rated Knee Wall needs a Stucco Finish inside & outside; 2) Railing removed by workers must be Reinstalled; 3) Two Front Window Screens were never delivered; 4) County Building Department Inspector & Fire Department Inspector must Sign Off on the work done.
  
  
  Business Response /* (4000, 17, 2022/09/22) */
  We're on sir
  
  We have provided you with an update
  
  Almost to the finish line
  
  Thank you!