Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:10/09/2024
Type: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 uploaded supporting documents and I have uploaded a copy of the contract. I have been lied too, gas lighting by the Project manager and have not received an appropriate response. I have contacted the finance department which is **************** which is saying the dispute is now resolved but I have yet to be contacted by the company to make these adjustment and I do not think they are going to do anything at this point. I have been lied to by the customer ****************** and according to the contract did not received what I ordered.
Business Response
Date: 10/18/2024
Please see attached summary of communication. We are acting in good faith to amicably resolve the customers concerns. The door in the back of the home is as ordered on her signed contract. We have given options to change the sill color and have a confirmed appt later this month that she scheduled for that to take place.
If there is further information or concern, we are not aware of them.
Customer Answer
Date: 10/24/2024
Complaint: 22402778
I am rejecting this response because: They continue to tell me this is the way this rear door lock operates. I have never know a turn key lock especially for an exterior door not to lock from the inside. I was not given any information by the sales representative that this is the way the lock would operate, and nowhere is this listed on our contract.
Sincerely,
**** *****-*****Business Response
Date: 10/29/2024
Please forward a picture of the lock in question and highlight your concern. Please note, only commercial doors are provided with keyed deadbolts on both sides, residential code requires a thumb turn deadbolt on the interior. If the desire is for an interior twist turn lock for the handle, please contact ****, immediately at ************ today before we come tomorrow.Customer Answer
Date: 11/05/2024
Complaint: 22402778
I am rejecting this response because: I have gone to lock industry specialist who confirm that a turnkey lock for an exterior does not normally operate the way window world is saying it does. I am not denying that I signed the contract which is the companies response for the faulty lock. If their lock does not operate industry norm, it is window worlds responsibility to outline this in their contract. Their sales personnel should have explained this to me prior to signing. I will be purchasing my own lock and I would like the company to come and install the lock. It is my understanding, if I was to have a third party install it would void the warranty. Furthermore I would like the cost of this lock to be deducted from the cost of the exterior rear door and a additional amount for the trouble, time and gaslighting I endured for the companies customer service **** and the project manager.
Kindest Regards,
**** *****-*****Initial Complaint
Date:01/03/2024
Type: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 7/24/2023 I had windows installed for my home and garage when the installers came out they noticed they garage window was the incorrect size. After calling the office the said they could make it fit and i wouldn't know the difference. A few weeks passed by and I noticed the window was not flush to the siding as the rest of the windows it was sticking out about a half an inch. I called Window World and they sent **** out after a long discussion he agreed that it was the wrong size and that he would or a new window and install it free of charge and it would be a few weeks. After waiting 5 weeks I decided to call and found out the window had never been ordered after getting the run around **** called and said that he was ****'s boss and that **** isn't authorized to order windows and he would have to come out and inspect the window. **** came out and said they don't make windows that size and that I would have to live with it. After telling him that was not an option and that I would like his bosses he refused and left a few minutes later I received a text from stating that he was going to talk with the owner about options and I would get a call back no later than 11am on 12/17/2023 no call no text I left messages still no reply. I feel that I have been getting a total run around and that I should get new window with the correct size or refund the money for the window. Sincerely ***************************Business Response
Date: 01/04/2024
Good afternoon. We have received this communication and will gather the details form all you have had contact with regarding the situation you are describing.
we are all interested in good work. I am available to visit you on 1/15 or after if needed, however I will gather responses from the team beforehand to understand what didnt go as you had planned.
Customer Answer
Date: 01/05/2024
Complaint: 21091508
I am rejecting this response because:Your team has been out to my house two times and they are aware of the problem they promised a new window and that is what I expect.
Sincerely,
***************************Business Response
Date: 01/16/2024
******************,
I would like to visit with you personally and make arrangements to address your concerns after having the opportunity to review the work that was completed. I am sure we will be able to work this out properly. You can reach me at your convenience at ************. If I am not available when you call. As I understand there is a significant lack of understanding on the window placement and finish execution in your garage. I believe a brief meeting with you will allow you and I to understand your goal and make a plan to meet your needs and expectation.
Sincerely,
*****
Customer Answer
Date: 01/19/2024
Complaint: 21091508
I am rejecting this response because:
Your team has already been out here twice and they know the window was installed incorrectly and they have the correct measurements and they promised a new window. It seems to me that your team just wants to keep kicking the can down the road. Im not trying to be difficult but again I was promised a new window that would fit properly. Sincerely *********************
Sincerely,
***************************Customer Answer
Date: 01/23/2024
I had a total of 15 windows installed 2 of which are in the garage are sticking out over a 1/2 inch from the house. Window World has had 2 people already come out to my house and take measurements and pictures. **** who was the first person out promised me he would order a new window with the correct measurements and would be there in five weeks that was in October. When I found out they did not order the window six weeks later **** came out and said he would talk to his boss again no reply and now ***** wants to come out sounds like theyre are giving me the runaround.All I want is a new window that fits properly or a refund as promised. Please no more runaround
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