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:11/06/2024

  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.

  We had our windows installed September 2023. Window Wall has been paid in full. Three of the windows had issues. We told them within a week of installation of the issues. Two they fixed. The last one, the biggest and most expensive one, they have not fixed. Window Wall sent several people. Each of those people said they would have to send a different person. Finally the last person sent out by Window Wall said it had to be fixed by the manufacturer (Eastern Archetectueal) . When Eastern Archetectural was FINALLY sent out after a month of requests,, they told us window wall installed the window incorrectly and a new window would need to be manufactured and installed in our home. The window was so damaged when window wall installed it incorrectly that Eastern Archetechtural couldn't fix it. The frame of the window is bowed so the window falls out of the track. We told window wall what the manufacturer said and have tried to arrange the order and repair several times. We are told we will get a call back but we never do. Window wall is dodging us. We paid for the window, it had not been correct since the installation and we told them right away. They were paid with the promise that it would be repaired, and they are still under warranty. I would like them to honor what they said and install the window correctly. Or to refund us the price of that window so we can have another company do it correctly. This has been going on for a year. We have called every month for months. It's almost like they are trying to wait out our warranty period so they can claim they are not responsible. I dont want to litigate or argue, I just want the window to be correct. It's an expensive window.

  

  Business Response

  Date: 01/13/2025

  We have contacted the customer and scheduled a meeting at their home today, Monday, January 13, 2025, to inspect the window in question and determine an appropriate solution. We are fully committed to resolving any issues with the installation. Additional time may be required to identify the best course of action. We will continue to provide updates as we work together to finalize a solution.

• Initial Complaint

  Date:10/21/2024

  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.

  Windowwall was contracted to install two impact-rated sliding glass doors at my home on 8/15/2022. Install occurred on 10/28/2022. During Hurricane ******, rain water soaked through the towels that were rolled up in the interior tracks of the doors and accumulated in a puddle on the interior floor. There was no damage. The doors were installed and sealed correctly per Windowwall inspection on 10/18/2024. The accumulation of water in the tracks is apparently a design flaw of which Windowwall is aware of or should reasonably be aware of. Would like for Windowwall to make situation right by ensuring that the doors that were installed do not allow for water intrusion.

  

  Business Response

  Date: 10/29/2024

  Hurricane ****** was unfortunately a powerful act of god that is not covered under warranty as per our contract and per manufacturer warranty. Additionally, any system has it's limits under extreme conditions where up to a certain point they all fail. That being said we did speak to the customer and proposed a solution that is a manufacturer add to the sill (sill riser) on to increase the door's tolerance to water intrusion significantly. The customer was spoken to and agreed that this was a good solution and accepted it. As soon as we receive the part, we will go out and install it.

• Initial Complaint

  Date:03/20/2024

  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.

   
  Complaint: 21457241
  
  I am rejecting this response because:

   

  The response provided by the business is simply another long winded excuse, on an ever growing list. I have had multiple conversations with ****, who claims to be upper management. **** has openly told me that his team dropped the ball, made promises that they couldn't keep and things should have been handled much differently. **** informed me that he would "handle the issue" with his sales rep and construction manager. What the business is claiming doesn't add up to their response and conversations I have had with ****. The claim about gaining entry into the building is also laughable, this was provided as agreed upon at the morning of installation. Our issues stem from Window Wall making promises they couldn't keep (pulling the permits, delivery date, installation date) and then trying to justify blaming the customer for their shortcomings. We have incurred additional costs associated with this project that were "covered" in the contract and have lost over a month's revenue due to the delays. At this point we wish to be done with Window Wall and pay the balance of our contract minus the out of pocket costs associated with our permit. 
  
  Sincerely,
  
  ***************************

  were unable to pull the permit. I was able to have a local General Contractor pull the permit and list window wall as a sub contractor. The paperwork provided to my permitting agent wasnt accepted and the permit was rejected. We have since received new paperwork and its currently under review with the county permitting department. I have made several attempts to contact Window Wall management to find a solution to this problem, they however will not return my call. Im filing this complaint to hopefully generate a sense of urgency to make good on their promises, receive a returned phone call and to revive the goods and services I paid for.

  

  Business Response

  Date: 04/15/2024

  Several of the claims made by ****************** are provably false. The permits in question that were "delayed" were ones required to actually cut the opening in the wall not to install the door. In our contract we specify that we do not handle any structural work on a project, and that the permitting and opening creation would need to be handled by a third party as we do not do structural work. Because the ********************** company delayed handling the structural work we were unable to pull permits for the door installation (as the opening had not even been created to pull a permit for). Throughout the process our commercial rep **** repeatedly warned ****************** that he would almost certainly have to pull permits for the structural work required to create the opening and that it could delay our ability to work. 

  Our commercial department's initial contact with ****************** occurred on January 22nd, with the contract being signed on the 30th. The expectation to have a custom door project ordered, permitted, and completed by March 5th was already very tight (which we clearly communicated) but because of the delay in handling the structural work required to create the opening it was totally impossible to meet that deadline, which we openly communicated several times. The idea that we were hired on by a GC as a "subcontractor" is a dubious way of describing the reality of the situation; we (a window and door installation company) were hired to install a door for an opening that didn't exist. We let the client know this and told them to handle the structural work first so that we could pull permits to do what our contract outlined we would do. Our team remained in constant communication with ****************** throughout the project, the issues described in this complaint wholly stem from a concern that we clearly outlined early on into our negotiations.

• Initial Complaint

  Date:03/20/2024

  Type:Sales and Advertising 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.

   
  Better Business Bureau:
  

  We have reached an agreement. 
   
  Sincerely,
  
  *****************************

  and unprofessionalism has lead me to believe that they are not the kind of company I would like installing my windows. **** swore to me that they were the best in the business. Since their failure to comply and submit the appropriate paperwork has been no-existing I believe my deposit should be refunded.

• Initial Complaint

  Date:11/02/2023

  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.

   
  Complaint: 20815317
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* & ******************

   

   

  Complete lies

   

  The sales person ***** kept playing the video over and over and over that they provide quiet lied to us to buy these windows that are exactly the same as we have we want at least 1k off the price of the windows. They offered $500 off but I asked for minimum of 1k off....complete lies from salesman to get me to sign. I told the manufacturer we were sold these windows under the expected result as he played over and over and over again to get us to sign. We want minimum of 1k off ** we wasted 11k 500 dollars and they are no different than windows we had

  $1500 off of 11K these windows are the same c*** we already had, absolutely no difference. Sad there are soooooooo many companies like window wall out there. If you do NOT claim sound proof windows then DO NOT KEEP SELLING THE **** THEY ARE SOUND PROOF WITH THE ***** THAT THE ** OF SALES KEPT PLAYING. Oh and of'course, ***** doesnt work for them anymore. Isnt that interesting? Please help my husband and I get at least $1500 off from this horribly corrupt company. The manufacturer said they SHOULD NOT be using that video to sell these windows. My husband has NOT signed the financing papers yet bc we want some justice to at least get additional $1500 off. The manufacturer has ordered new glass because our picture window has huge line of little scratches on inside of glass. The window screen in Master has to be re-screened bc is defective.

  

  Business Response

  Date: 11/06/2023

  We have never promised "soundproof windows" as those simply do not exist. Our pitch clearly says "sound reduction". The customer is complaining the windows cannot block out the sound from a neighbor's modified race car. We have video proof that our windows do reduce the sound of something like an external AC condenser. I've attached a zipped folder containing a video demonstrating this (which we've shown this homeowner several times). Our manufacturer themselves have blogs/articles discussing how their products can act as soundproofing, so for this customer to claim they spoke with our manufacturer and that they told her we should not be using a real video demonstrating the actual effects of their products is disingenuous at best.
  
  
  Link to article: *************************************************************************
  
  
  It is completely unrealistic to expect windows to be able to fully block sound from something as loud as a modified WRX with a muffler delete and severe tune built for racing. The walls of the house wouldn't even serve as much of a sound barrier for this, let alone the windows.
  
  
  We have reduced price continuously as a means of customer appeasement in spite of the fact that we firmly believe we have done absolutely nothing wrong. The customer has completely refused financing and refuses to pay out of pocket, as they continue to try and find reasons to get further discounts. In spite of this, the customer has signed a completion certificate indicating that all of their product has been installed and passed inspection. The homeowner has even cancelled their original service appointment and refuses to cooperate with our scheduling department to have a team come out to rectify any of the additional issues they've claimed with their project (even though the project has passed inspection).
  
  
  We have gone above and beyond for this project and refuse to be cry-bullied into giving more money off.
  

  

  Business Response

  Date: 11/07/2023

  We're sorry to hear you've rejected our response, but we can clearly demonstrate the sound reducing effects of our products and have been more than reasonable in attempting to do so with you. We even have two separate demonstration videos on our ******* channel showing the noise reduction effects of our products. We've been more than accommodating in offering you any discount for this, but to continue to accost us about our having "lied" about something we've repeatedly backed up in an attempt to get more money from us is not something we'll entertain any further. Your project was installed correctly, passed inspection, and was at a price that you signed a contract agreeing to. You have made service and warranty claims about some product defects, which are actively being actively worked on. Your replacement parts have been ordered, once they arrive we'll have a service technician come free of charge to repair and replace anything needed. We even offered to send our VP of Operations out to your project to inspect your other concerns, but you have repeatedly rescheduled and failed to give us another available date. We still plan on servicing your original request once the replacement parts have arrived and would still be more than happy to have our VP come out to inspect your project beforehand. 

  We've received numerous testimonials from our customers describing the noise reduction effects of their new windows, you are the first in the history of our company claiming they've made no difference.

• Initial Complaint

  Date:09/01/2023

  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.

  Failure to return deposit when company did not follow through as agreed repeatedly. After a "step outside" discussion with the company *** Salesman Hatim promised windows within a shortened time frame because I would be traveling extensively thereafter. Satisfied, I paid the required deposit with the understanding that documents to provide my HOA would arrive as soon as the next morning. ***** assured me that they were pros with providing documentation for HOA approval. 11 days later, after begging for these documents, they arrived when I declared that they would not have time to finish windows before I left. (I still had to get approval.) VIA phone call (11August), *****, the *** told me he'd cancel the contract and refund my deposit, within 3 to 7 days, I believe. Nearly 3 weeks have passed and now they are saying as long as another 12 days. I am afraid that my deposit is gone. This is a shortened version but I am convinced that they are not an honest company and that I am being lied to, in the interest of buying time. My deposit landed in their account before their account before they left my driveway on the sales day... the 31st of July. 2 1/2 weeks ago I was promised a refund. My concern partially lies in the fact that they know the way they have dealt with me will cost them an entire house full of windows, but even more, future business that would arise from a satisfied customer. A good company would never risk that and of they had a legitimate problem they would level with me. They have never done as promised except for the initial sales meeting when they promised the moon. Thank you for your time and consideration to help me. I am a widow and I cannot afford this loss.

  

  Business Response

  Date: 09/29/2023

  Customer has been mailed the refund check on 9/6, minus the $500 deposit. We already communicated this to the customer and are not sure why they chose to leave a complaint well after it was known. We did try push the timeline of the windows up and installed them as they arrived instead of waiting until the full project was in storage. The contract clearly spells out that the minimum projected install time for new windows is 4 weeks, the complaint itself even says we tried to start the project early. The order was not processed until 8/7, it seems very disingenuous that this complaint tries to portray this as a situation where the full or at least a significant cost of the project was taken from the start. 

  *****, the person directly quoted as having handled this situation, has since been fired for some related incidents involving overpromising and/or making claims that weren't completely based in fact. We've been transparent and communicative throughout the process and took direct disciplinary action against the named employee who seemed to have caused this customer's frustration. The money has been sent and will be arriving via check in the mail. 

• Initial Complaint

  Date:07/10/2023

  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.

   
  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,
  
  *****************

  

  Business Response

  Date: 07/11/2023

  Customer called us with a complaint about a sliding door on the day of install. One panel had a hair between the glass, a second had small scratches on the panel, and a third had suction cup prints on the glass. 
  

  We reviewed the complaint and agreed to do a full replacement. There has been a manufacturer delay in getting all parts required as this is a significant service. We called the customer on the day this complaint was lodged (7/10) to let them know the parts are in and that we have scheduled a service for 7/20. Every time ***************** has called in to ask weve given them an update on where his service request is and have call logs to verify (Weve received 3 total calls since the project install). 

  Attached are photos of our call history since the project was completed. 

• Initial Complaint

  Date:07/05/2023

  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 an elderly widow living on my own in a house built in the ****s. My deceased husband and I were/are house proud. So after painting the exterior I noticed that the front entry needed upkeep. I contracted WindowWall for a new front entry including two paneled doors and side lights/windows on 11/22/22. 1/27/23 the job was done in one day by 5 workmen, it was dark before they finished and I was shocked when demanded payment in full without even letting me open or close the door. I was intimidated into writing the check to the point of being followed by two workmen through the house to get my checkbook and writing the check to their satisfaction. After they left I found that I couldnt lock the deadbolt (the whole was too small). Days latter inspection failed (it later passed). Additionally they had installed the wrong hardware (which I replaced at my own expense with a local locksmith) and now will not return my calls even to pick up their hardware (which at this point I dont even expect a refund). Also, I informed them of sand between window panels (which would fall under the manufacturers warranty) but they have yet to come out and look at. So I had louvered shutters installed so that at least I am not aggravated every time I walk to the front door.

  

  Business Response

  Date: 08/03/2023

  This project was installed and QC'd on 1/30/2023. The customer claimed there were issues with the deadbolt and voiced openly that they were not happy with their product selection. We scheduled a service and inspection and confirmed that the door functioned properly. 
  
  Two months later on 3/15/2023 *************** called back in still not liking her hardware. We offered to change it out to any style she would like with the understanding we have done everything to the letter of the contract and she would need to pay for the hardware. She then went off on how it was our remodeling consultants fault that sold it to her. She also stated that the "Heavy set manager" that came out to her house should have looked at the other doors in her home before making the decision". She then went off about how our crew members were rude and spoke nothing but Spanish and forced her to pay in full and followed her around the house when she went to get her check book. She then said our workmanship is horrible.

  When we inquired as to the workmanship she told me again she had issues locking the door. I reminded her that during a previous call I asked her if she opened, closed and locked the door and it operated to her satisfaction and she said yes because she "thought" it was working, but again the "Heavy set manager" said it wasn't working properly. ************** gave us a call from the site and I tried to call to set up a service for the following day to inspect. She again got very upset and said she isn't getting anywhere with me and hung up the phone. I called back but she picked up the phone and immediately hung up.

  The customer then called us back after we repeatedly tried to contact her on 3/23/2023, stating that she was not happy with the aesthetic of the door handle (she mentioned it being "too modern" for the house and that she was not expecting that). The customer's claims about the "wrong hardware" are incorrect. The customer signed a contract and agreed to the hardware that came with the door they ordered, after installation they decided they did not like the style and wanted something different. We've tried to schedule follow up service appointments but have not been able to speak with the customer (the last contact we had was with the daughter).