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Business Profile

Windows

Window World of Des Moines
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:11/26/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Our windows were purchased with a unconditional lifetime warranty and we paid to transfer that warranty to our name when we purchased the house. We have over a dozen windows with damage that is covered by the warranty and a few have been covered by the warranty however now window world is refusing to help us replace the windows or the sashes that they have replaced for other windows in the house in the past. I have contacted the company over 15 times in the last year to try to get someone to come out and look at them so that we can get them fixed. However they never call me back they never reply to me and seemingly refuse to have anything to do with me even though we've never had any kind of altercation. Due to the damage one of the windows is now broken on the inside of the house, causing a huge mess and with the winter coming up a safety concern and I will incur additional costs trying to warm the house now with the window broken. I just want the windows to be fixed as per the agreement in the lifetime warranty, exactly as they have done in the past, but they keep giving me excuses and refuse to uphold their end of the warranty.

    Business Response

    Date: 12/09/2024

    We installed windows in 2008 at this home and the limited lifetime warranty was transferred to ******** ************** in 2017. Our warranty does cover seal failure and glass breakage, and we have been to the residence to replace glass packs as part of our warranty. The interior of the windows are a wood laminate.We received pictures of the interior wood laminate on the sashes that were described as peeling. We forwarded these pictures to our manufacturer. Our manufacturer did not approve replacement of the sashes under warranty because it appears the wood laminate is not peeling but has been rubbed off with some cleaner, or scraped off or something so the damage is not a warranty/manufacturer issue. We had a conversation with the homeowner in March of 2022 to let them know the warranty will cover the glass, but not the sash. So, any replacement will be glass packs. We do have 4 times we were contacted by the homeowner over this past year, with the last one being in August. At this time we did explain the warranty does not cover the wood laminate,only the glass packs, due to the damage to the wood laminate which is not covered by our warranty. I am so sorry, but we dont have any notes regarding any broken glass on one of your windows. Our ****************** will be in contact with you to discuss the broken glass and figure out which of the windows it is and get a replacement glass pack reordered and installed. Our limited lifetime warranty is in effect and we will continue to cover any warrantied issues with the glass that may arise.

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