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:08/27/2024

  Type:Service or Repair 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.

  Window World installed windows that did not close or lock then left it that way on Easter weekend so I had to stay home instead of celebrate with family. Many nails are not nailed all the way in, or are nailed sideways, made big gouges in my window sills, gaps uncaulked, installed a dented picture window in the front room, used a drill and ladder anchor & drilled holes in my roof, chipped off edges of many shingles, knocked over a stand of cd's then stole some when putting them back on the rack, told me the install would take 2 full days then left after only a few hours each day, then came out 3 more days to "clean up and fix things" but also only stayed a few hours each day refusing to fix the things I pointed out. I have a couple thousand in roof damage from them, and have to scrub off the black hand prints they left all over the freshly painted window frames. The caulking is so bad I feel devastated. The wood frames were cracked but not caulked to repair as they suggested during the sales pitch and pre install discussion. They were supposed to cover my furniture, floor, vents, and lawn to prevent lead exposure and did not. My furniture and bedding was covered with dirt and took days to clean floors, bedding, furniture and had to have them clean my vents since I just had them swept out and they dropped dirt right back into them. I am selling this house and had to move the sale date forward. I realized after they came back 3 more times they just WILL NOT fix these things so I refuse to take yet another day off work to have them stand around talking, walking around, smoking, throwing cigarette butts in my lawn. They left huge pieces of scrap metal here, and each time they came, left small very sharp shards of scrap metal all over my lawn, aluminum cans in my shrubs, pieces of glass and nails all over my driveway. My previously made bed was turned down and looked used. Around $2k to fix roof because I don't want a patch. Metal hit lawn mower blade needs new blade.

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair 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.

  Purchased replacement patio door from Window World in June of 2023, since then we have been going back and forth with the company to fix the botched installation. I'm tired of having to keep calling to get this resolved and after 6 months it is not.

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 2/23/22 I signed a contract with Window World of The Queen City to have 4 windows replaced in my home. I was told to pay $1461 that day, and I was to pay $1461 when installation was completed to my satisfaction. The windows were installed on 7/28/22. When I got home from work and looked at the windows, the windows were covered in scratches and dings, the hardware was scraped, the windows were too small, and the installer got spray foam insulation on my vinyl siding. I called Window World that day to express my displeasure. I was told they would remedy all issues. On 8/16/22 installers arrived with a new window of "correct" measurements to which they said was wrong. They also said the damage to the windows was considered "normal wear and tear" which is impossible, and the vinyl couldn't be cleaned because it would bleach out the color. In Oct. 2022, Window World came out to replace the screens and hardware and left without replacing either. **** the installation manager called and said he’d be out to take a look. He never showed up. No correspondence until beginning of Jan. 2023 when **** was to come to my home. He was a "no show". He called on 1/11/23 apologizing for never showing up. **** called 2/16/23 to come out on 2/24/23 to which he never came. on 3/2/23, I spoke with ****. He said he's sorry for standing me up and will take $300 off the bill because he missed this appointment and he was unaware no work had been completed and he would get back to me. On 3/24/23 I received a bill for $1461. I called the office and was told **** would call me back. He did not. Today, 5/4/23, I was charged $1161 to my credit card which I did NOT authorize. I called their office and was told **** sent the charge over and he or someone in billing would call me by 5pm today. It's 5:30pm and no call. Not only did they unethically charge me without my knowledge, I now have to pay a company to replace my vinyl they damaged and pay someone to replace the windows they never completed.

  Business Response

  Date: 05/19/2023

  We have reached out and been in contact with the customer, the parts needed have been on order.  We have been in discussion with the customer for the siding needing repaired. At this time we are awaiting the invoice from our customer for the siding repair cost. Once replacement parts arrive, we will schedule service. 

  Thank you. 

  Customer Answer

  Date: 05/30/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  I was contacted by ******* from Window World on 5/23/23. I told her I would come get the parts for windows & mechanisms and fix them myself. I forwarded a quote to replace vinyl siding to *******. Was told my quote would be forwarded to ****, and maybe it was, but I have not been contacted by him. The balance that Window World has already charged to my card was $1,161.00, and my quote for siding replacement to remedy the damage caused by Window World is $2,250.00. Window World not only installed windows in my home that look like they came from a second-hand store after they were removed from someone else's home, the installation and damage left behind is less than satisfactory. I feel Window World should pay me $2,250.00  for siding replacement.

  (****Attached is proof of email sent to Window World including quote from local roofing & siding company for siding replacement)
  Regards,
  
  
  
  ****** ***** *********
  
  

• Initial Complaint

  Date:12/01/2022

  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.

  On 11/7/22 I had 11 windows, 1 Slider, and 1 entry door with sidelights installed. The installation was a complete disaster which most of it I will not get into as I have already voiced my concerns to Jack about all of it. They key notes were the amount of trash and cleanup I had to deal with after they left aside from the hours of cleanup inside I also spent a few hours cleaning up tons of nails and screws left in my driveway and sidewalk and to spite my best efforts I still ended up with a screw in my new tires. Also they broke and damaged the tile in the front entryway take out the old front door. Jack already had to come out 2 days after the install to fix the front door as I found obvious daylight coming out of the bottom of the door they didn’t even notice when installing it, and the screen on slider door is damaged and needs replaced. Jack advised me he was going to reimburse me $200 for my inconvenience and money I paid installers to wrap my other windows to match new ones which was “under the table”, and was going to get a matching tile and have a service tech come out and replace the tile and fix the grout and re screen the patio door screen. After not hearing anything for 3 weeks I called 2xs earlier this week and both Jack was not available and lady in office said he would call me back. After no response I called again yesterday morning Jack advised “give me 2 hours I need to get with my service manager and I will call u back to schedule it” I never got a call. Already knowing it’s impossible to find a exact matching tile at this point I just want $ to replace my entry way flooring. Between the $200 he’s already promised me and parts and labor for me to replace the flooring ($400) and think $600 is reasonable. I also want my screen repaired by window world in ****** and any future warranty repairs as I’m done dealing with the ********** franchise. Attached pics show mess, damage, etc along with floor replacement cost x2 for labor.

  Business Response

  Date: 12/02/2022

  Jack has reached out yesterday and today leaving a voicemail both days. He is looking to get an action plan, so we can get the damage resolved for you.  If you could please return Jack's calls to discuss and resolve.  Greatly appreciate it, thank you.