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:06/28/2023

  Type:Billing 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.

  When meeting with the salesperson I asked if the new windows were going to change the lighting in my home or my view looking out. I was told no, it remains nice and bright and true to color. I explained that lighting is extremely important to me, I am very sensitive to lighting and need brightness in my home (the brightness is why I bought this home), and I do not want a change in lighting. She assured me that I had nothing to worry about. On the completion of half the windows I noticed a significant change in lighting in my home and a darker view looking out, and a greenish bluish hue. I was devastated that my home became darker and gloomy, I was not expecting any lighting change whatsoever because of what the salesperson told me. I asked the installers to please not install the rest of the windows, they are too dark and I was told they wouldnt be. I had a phone call with the salesperson, owner **, and office manager. They told me that they could give me a slight discount for the rest of the uninstalled windows, but that I was the only one with this complaint in ten years. They also told me in order to be up to code with energy efficiency, this is the only option for window installation. I know this to be false, I have other new windows in my home which are to code with much ***************** transmittance.

  Business Response

  Date: 06/29/2023

  This customer was shown a sample of the ******************** at the time of the sales appointment. She signed a contract based on the information provided and the samples shown. We must provide the Low-E in order to meet code for ****** energy requirements. It states on this BBB request that this customer would like a billing adjustment, which we have already provided. We sent her an email yesterday (to which she has not responded), stating that we will halt the install, per her request, and provide a $1000 discount.

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20250932
  
  I am rejecting this response because: 
  There have been some false claims made by Window World. First false claim that I have not responded to an email: I received an email June 29, 2023 at 2:54 pm and responded at 3:44 pm. That was less than an hour later. I have not received a response. 
  Second false claim that I was shown a sample of a window- I was never shown a sample of a window prior to installation. The salesperson did not bring samples. I was shown a photo which did not show before/after or any context. I was also shown a sample of the window frame. I wish I had seen a sample of the darker glass, because I would never have agreed to have them installed in my home. 
  I understand ************* requirements require energy efficiency, but darkening the glass is only one method. Most other windows have higher visible transmittance. I was assured my brightness would not change, and that was not true. 
  The offer made to me was a $1000 discount to collect the windows myself, void the warranty, and not have them installed. This would be discounted from the $4600 I still owe for windows that were never installed. I dont even have a vehicle capable of picking up large windows safely. They take no responsibility for lying to me about the lighting. I made it clear I did not want any light reduction and I was promised the lighting would remain the same, which is not the case. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/05/2023

  We did not receive the email response from *****. If she could Reply All to us and resend it, this would be much appreciated. Our offer in the email stands (discount of up to $1,000, which we feel is more than fair). Thanks.

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20250932
  
  I am rejecting this response because: 

  they have received and email, and responded the same offer and with legal threats. I had hoped for at least some BBB mediation before burdening the legal system. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/14/2023

  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.

  In January of this year we discovered a significant water leak below a newly installed (~1 year) window. This leak caused over $3500 in damages including remediation of water damage. The installer came out and briefly inspected the window and said it wasn't the window. He did not, however, look at the outside trim. We then tried to diagnose the problem finally culminating in our contractor (Ridgeline restoration) identifying a gap at the top of the trim due to **** flashing and a lack of caulking. We conducted a water test that irrefutably demonstrated the gap as the source of the water leak. Window world came out and re-installed the window which fixed the leak, clearly demonstrated by another water test. However they have now refused to pay for the interior damages and repaint the outside damaged from the window re-install. This despite clear evidence that the re-installation fixed the problem and the initial leak was due to the window. We are asking for a full coverage of the interior damages as well as the painting costs for the interior. If they do not we will be forced to take them to court.

  Business Response

  Date: 04/26/2023

  We have responded to your email regarding this complaint.

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19938742
  
  I am rejecting this response until we receive full payment. Once payment for damages is received we will accept the response from window world.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/28/2023

  The customer can reject the response all he wants. BBB will ultimately close this complaint and **** it as "customer remains dissatisfied." This customer is unreasonable. 

   

  Thanks,

  *********

  Business Response

  Date: 05/08/2023

  We have mailed a check for the first part of repair work. The customer is to complete the second part and mail ** an invoice at which point, we will reimburse. 

   

   

  Customer Answer

  Date: 05/15/2023

   
  Thank you. We are working on the second part and will get the invoice to you shortly.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/27/2023

  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.

  I hired WW last year (22) in Jan to install 6 new windows in my home in ************ ** which they did in June 22 .These windows leak air not between the panes but between the window that slides and the stationary window. Dust and wind comes in .After several phone calls I finally got WW to come out to inspect .After he did that he said I needed a new bulb and some type of strip and that it would take 2 mos to get the parts. After the parts come in he installs them and says that should take care of it and leaves . A couple days later its windy and the dust and cold air coming thru is back .I called them up to remedy the problem and they say the problem is remedied ! I say no its not and we go back and forth. The next day I go out to their business in **** ** only to find out this place has no sign on the bldg with their name on it , nothing on the doors just nothing so I call them up and speak with some girl and told her I want to speak with the manager who she says isn't there and that its by ********* and wouldn't let me in the door and hung up on **** believe I had already gave. them a bad review on their web site and she responded to it by saying I was belligerent when I came out there and if I ever come out there again she will call the police. This is certainly not a reputable company and there are other complaints like mine for the same reason as well. Who is letting them get away with this ?Does the *************** not apply any over sight to whats going on and just assume everyone is happy ?Something needs to be done.

  Business Response

  Date: 03/13/2023

  Window World has remedied this problem with the customer directly. A representative from the manufacturer went out to fix this issue. In regards to our signs, (or lack of), we just moved locations and are in the process of having new signage installed. We did refuse service to this customer in person because he was belligerent and intimidating to my all-female office staff. We stick to our claim that we will be contacting the police if he shows up to our office in a threatening manner again. 

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19507601
  
  I am rejecting this response because:
  WW has  remedied nothing. Their "Tech" came out and installed some parts and left. The next day it was windy and cold air could be felt coming through between the windows. How could you possibly know you remedied anything when you werent there when the wind came up. Also the windows are supposed to have a lifetime warranty, what happened to that ? I was not beligerent when I came out there and I never physically saw any one but only spoke to someone on the phone from the parking lot so how could i threaten you staff when I never even saw them. Its nice of you to try and twist the truth but Im not buying it.I paid you $4700. for new windows that dont leak and that is what I want.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/19/2023

  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.

  12/23/22 Window world had two installers show up to my residence, they had five windows to install. Two of the windows were being installed were directly behind my houses ** condensers. The sales man said this was no issue at all they see this all the time. When the installers were performing the installation at the condensers they damaged my ** lines. I know this, as the work being performed was all recorded by my surveillance system. I have spoken to the company they say they will get back to me, and they needed proof. I posted the video and gave them the link to view and now have no replies. This will be around $600-1000 to have a contractor discharge condenser and repair line, then re charge ** condenser. Very dissatisfied and disappointed in their response to this matter. The ** was a new installation last year and windows were next, now I dont trust this company at all.

  Business Response

  Date: 01/23/2023

  Good afternoon, we have looked at the footage, and it is very clear that Window World did not cause this damage. However, to appease this customer, we will attempt to partially reimburse him for the repair. Please acquire three quotes for the repair and submit them to ********************************************************** We will review them and get back to you as soon as possible. 

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18857590
  
  I am rejecting this response because:I have edited the video and zoomed in as this is my career in RCA, Risk Cause Analysis. I will send the video to ******* and *** again as there is no doubt, its very very obvious they bent the pipe with the leg foot of the ladder. The long video that was sent first may have bfor a been too much to take in. The new short version and they need to own up to the damages and pay the bill in full. Quotes are coming soon.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/30/2023

  As mentioned, Window World will use our discretion and pay for partial payment of quotes provided. 

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18857590
  
  I am rejecting this response because:They fully did the damage and need to pay for their mistake. I have 100% shown this in a video, the workers left ladder leg bent the ** line, We have photos before and after work was completed and now have shown full security video with close up showing when the damage occurs and they still deny the repair. This is a joke and Im tired of being called a liar at this point, This is going on the 6 week and they will not take care or a customer that paid in full. Im surprised this is now my issue to deal with and Window world of Reno is pretty much saying that with their response and only offering 50% reimbursement is a joke. Now Im on the phone trying to get ** quotes after a window install, how is this my fault or my job, now more money from the home owner. So confusing and bad business and sells pitch.
  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/31/2023

  If the customer wants us to get him quotes, that's fine. We just need to know his schedule and availability, etc. No one has said the words that he is a "liar." We simply do not agree that this was the fault of Window World. As stated before, we will pay for half of the quote (within reason). The customer's first message said it would be approximately $600, so we will pay $300 as customer appeasement. 

   

  Thanks,

  *********

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18857590
  
  I am rejecting this response because:The video clearly shows the technician did all the damage, how is this so confusing. Why would I pay for any damages your company did at my residence while installing windows. I paid you for to install the windows, your installer set his ladder on the ** line set and this is not acceptable and non of my fault, so why would I pay anything at all. This video has been uploaded again. The left ladder leg is set on the ** line and is clearly shown and is you're companies full fault again. 
  

  Im not accepting $300 dollars as this is not an accurate amount for the full repairs, Im still trying to get quotes at this time. The company will not talk or believe anything I said, then I posted a video per their request. Then they wanted me to come to their office confront the workers personally and I told them this was a bad ideal. I also stated this could be in the range 0f $600-$1000 and have no ideal what it will cost at this time. I will update a video on You Tube as this has been a horrible experience, even with full evidence to be told Im still liable for any payment. Thanks guys, The windows they stand on, may be your **.
  Sincerely,
  
  *******************

  Business Response

  Date: 02/09/2023

  Good morning **************. I emailed you on Tuesday requesting quotes for the damaged units. Please send those over for us to review. Also, I requested that all public videos of our installers be removed from the internet as you have not received their verbal or written consent to record & post them. Thanks, *********

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18857590
  
  I am rejecting this response because:Most companies charge for a quote and Im not paying for anything to do with this matter. This takes time and is on the way, please let me know when Im getting the broken window replaced.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/09/2023

  Ok, if you are unwilling to get quotes for the repair then we cannot help you. Your broken glass unit is in production and our office will call you once it's in and ready to install.

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 18857590
  
  I am rejecting this response because:I had already responded that quotes are coming in at this time, I should have three by next week. I stated I would not pay to have three quotes done at $80-$100 as this is a standard and quotes don't come free. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/01/2022

  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.

  We originally had a few windows replaced by WW in 2010. There is one window in that time frame that had pretty much leaked since then. WW has replaced once, and still waiting on newest replacement. In 2015 we needed more windows replaced, so thought we would give them another try. 1 of the windows had an e-failure in 2020. Because of the pandemic, we waited to contact them. We contacted them in summer 2021. Told a person from corporate was coming in Oct., and he would measure. He measured the e-failure window, and the leaking window. Because of manufacturing delays, we were finally contacted Aug. 2022, to schedule an appt. for replacement. They replaced the e-failure window on Sept. 23, but could not replace the leaking window, because the window was measured incorrectly. We have since been called several times concerning the "eye brow" shape of the leaking window, telling me "how much this has cost them". And it is the "old Window World" that installed these windows. They finally called in Nov. to make an appt. for a "salesperson" to come out and re-measure window. That was on Nov. 3. Now with todays rain, my new e-failure replacement window is leaking. I have contacted the company, got a voice mail, and left a terse message. I have not heard back from them.

  Business Response

  Date: 12/29/2022

  We have ordered the replacement window and are still waiting for it to come out of production. As soon as we have it, we'll call the customer to set up a service appointment.

  Customer Answer

  Date: 01/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am somewhat satisfied. They have been saying this for over a year, so let's see what happens.  And they "graciously" came and caulked the leaking window. My question is, why this wasn't done in the first place. 

  
  Sincerely,
  
  *************************