Complaints

This profile includes complaints for Window World of Buffalo, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Window World of Buffalo, LLC

  4444 Broadway Depew, NY 14043-2915

  
• 

  Window World of Buffalo, LLC

  110 Halstead St Brighton, NY 14610-1952

  
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  Window World of Buffalo, LLC

  2640 S Work St Ste 101 Falconer, NY 14733-1716

  
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  Window World of Buffalo, LLC

  135 E Fairmount Ave Lakewood, NY 14750-1947

  
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  Window World of Buffalo, LLC

  954 Spencer St Syracuse, NY 13204-1137

  

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:12/20/2024

  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.

  On August 13 2023 we signed a contract with Window World of Buffalo to install windows in our whole home, our order consisted of 12 windows. We were told it would be 5 weeks for the manufacture of the windows, After 7 weeks of hearing nothing about the progress of the windows I reached out and questioned where my windows were, I was then informed they just arrived and was able to get a scheduled day for the install. We had the windows installed on October 8th, 2024. The Installers arrived smelling of Marijuana and later than the scheduled time slot that was given. The first thing we were told was that one of the windows was broken in transit, but a warranty claim was already placed for the broken window so they would install it and have a replacement quickly for us. After completing the install we were told the the crank on the casement windows were stripped/cranking hard, making it difficult to open two of the window in the bow window, but the were also warranting the cranks so they would be fixed with the broken window. While cleaning the exterior of the windows that evening we noticed that one of the casement windows in the bow window had bad gas between the panels, we immediately reached out and emailed photos to the receptionist, we were told that that window would be replaced under warranty as well. So all of the warranty work was "submitted" on October 8th, 2024, it is now December 20th 2024 and I still have broken windows. I have been in contact with Window world nearly every week since October and it always an excuse. They constantly seem to dodge the repairs that they are supposed to be completing. I was finally able to get an answer and scheduled a repair appointment on December 12th, 2024. When the service contractor arrived he didn't have/even know about the broken window, he only had the widow replacement for the bad gas window. He knew nothing of the window cranks that needed replacement. The window he replaced has an even worse gas leak then the orig

  Business Response

  Date: 01/16/2025

  We apologize for the issues, We are in the process of waiting on your new items to arrive from the factory and once they arrive we will call to schedule an appointment to have the work completed. You may reach us at ###-###-#### Ext. # if you wish to discuses this Further 

  Customer Answer

  Date: 01/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I have been told since October that the replacements are ordered, and last time they "had" the replacements they weren't the right ones, they didn't have the replacement for the broken window and the one window was replaced with a worse one then was originally installed. I feel something else needs to be done at this point, I think its fair to have the issue resolved and some sort of financial compensation/reimbursement offered.
  
  Regards, ***** *******

  Business Response

  Date: 01/23/2025

  The parts that we were waiting for have come in and we have spoke with Mr. ******* and have a schedule appointment with him for Tuesday 1/28/25 to have the items replaced. Scott F***** also spoke with Mr. ******* and offered him $100.00 off per window on his next order.

  Customer Answer

  Date: 01/23/2025

  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. 
  
  
  
  Regards,
  
  
  ***** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/22/2024

  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.

  I had windows and doors installed in 2016. Install went very well. Installers did a great job. These products are covered by a lifetime warranty.
  
  Windows purchased have been great. One of the three doors installed however began to rot from within in approximately 2020/2021. Other two door are fine. I contacted Window World and they sent someone out to review. They agreed that the door was defective and would start the replacement process. After that it just seems to be a game. I'll call or stop in and they restart the whole storyline again. They claim they are working it OR the last person quit (Austin, Lisa, Amanda). They'll state they are working with the door vendor to get a replacement door but then never call me back and blame delays on the vendor. When I check their website, they have four separate service records for this issue but they must just close them if I don't continue to call.
  
  The water leaking through the base of the rotting door is damaging my house. It's rotting the floor, subfloor, doorsill and who knows what else. I asked for permission from Amanda to let me caulk or seal the leak but she instructed me to not do so as it may cause an issue with the warrantee or cause additional issues.
  
  I'm just asking that they do the right thing and fix their admittedly defective product.

  Business Response

  Date: 01/16/2025

  We apologize for the issues you are having with your door. Amanda From the office has been in touch with you and we are currently working on a solution to resolve this issues. If you would like to discuses this further please reach out to us at ###-###-#### Ext.3

  Business Response

  Date: 05/14/2025

  Response taken by phone:  A new door was installed and he is all set.

  Customer Answer

  Date: 05/14/2025

  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. 
  
  Regards,
  
  ******** ****

• Initial Complaint

  Date:09/23/2024

  Type:Product 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.

  They missed two installation appointments and are not answering phone calls messages and I asked for a refund of my deposit in the amount of $850.00. Installation appointments were suppose to be 9/9/24 and 9/20/24 no show both times I would like them to assure me that my refund will be paid ASAP

  Business Response

  Date: 11/20/2024

  Mrs. ******** should have already received her refund. It was sent out last Wednesday from Rochester. If not, please let me know.

  
  

  Customer Answer

  Date: 11/22/2024

  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. The consumer shared with BBB that they received the expected refund. 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:05/20/2024

  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.

  THE WINDOW IS BEEN FIXED A NUMBER OF TIMES BUT, IT GETS ICE ON THE INSIDE OF THE WINDOW IN THE WINTWER AND DOESN'T HOLD OUT COLD AIR

  Business Response

  Date: 06/10/2024

  Hello,I am the office manager at the Window World of Jamestown location. ******* ******** was a customer before I started working here, he had his bay window installed in 2020. Since I have been working at Window World a few reps have went out to take a look at this customers window.In early 2021 & 2022 we went out and did an inspection of the bay window because there was an excessive amount of cold air coming in and around the window and ice is forming. The window was insulated.11/2022 Jamie (service rep at the time) went out and checked window again and fixed a balancer on the window. He came back with paperwork saying the window was not locked and the humidity in the house was 78.8 & the customer has 2 pellet stoves running.1/2023 the Rep from the factory (AMI) went to take the trim off and make sure the window was insulated (it was) and to re caulk the window. 2/2023 customer says the window is still leaking so I sent Matt B*** out to take another look at the window and to take the trim off and caulk where necessary. We are most certain that the window is accumulating moisture from the 2 pellet stoves. His previous windows must have been leaking a lot to let out some of the moisture/humidity. Our windows are sealed a lot more so there shouldn't be air leaking inside the house or outside.The hot air from inside and the colder air from outside in the window is creating ice that's forming on the window. We replaced 3 sash's for customer satisfaction at no charge and that didn't help the ice on the windows. As you can see the Rep from the window factory went out and said nothing was wrong with the window or how it was installed. From what we knew no ice has been forming on the window since we last went out to replace some sash's. 

  Customer Answer

  Date: 06/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  they are lying the!!!!! I sent pictures of the ice on the window and last time they fixed the window the guy said they had the wrong lock on it so he changed it and I called them a week later to tell them the window he worked on has a cracked pane in it now,.and said they would replace it and that was 6MONTHS AGO This company should be sued for false advertising .
  Regards,
  
  ******* ********
  
   

• Initial Complaint

  Date:03/26/2024

  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 window world of buffalo install 15 windows back on Nov 6th. They are triple pain and suppose to be high R value and some of the best energy save window you can buy. I called with I. Days to inform the company that they are leaking are bad and sent them photos and video as they requested. I heard nothing from them after amonth so I called multiple times a week and left messaged. After 2 week they called me back and sent someone out to fix the problem in January. There work informed me that some windows were installed wrong and some are missing seals and they didn't give him the right seals to fix it. He said he would inform them of the right seal and someone would call me to set up another appointment for them to come out. After 2 weeks I herd nothing so I would call and leave messages. I contacted the Rochester location and they called and help me contact a manager at the Buffalo location. Once I contacted the manager another employee can out Feb 17th I believe. He replaces some seals and informed me the window are not installed correctly and some need to be re ordered. The company would call me to re schedule another appointment to re install some of the windows and put in new ones. They have not contacted me and will not answer my calls. All winter I have been running electric heaters to keep my kids rooms up to temperature and my gas bill has been high because of the amount of wind/ air coming in. Iv already taken 3 days off of work and will have to still take a fourth. We can't hold payments on our 15,000.00 bill because we finance it through ***** *****.

  Business Response

  Date: 05/17/2024

  BBB spoke to Scott at business and the following was relayed: We were out there this week and everything has been taken care of with the exception of one sash that arrived damaged. We have reordered and expect it within the next 3 weeks and will install at that time.

• Initial Complaint

  Date:02/07/2024

  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.

  Approximately around September and/or October of 2023 (I can't recall actual date because my folder with information is at home and I'm currently at work) .....But...Window World came out to install windows and screens in our patio. So far, we've had windows installed with no problems. Unfortunately, the screens did not fit properly and had to be re-ordered. They've been out 3 times since then to fix the problem and same issue every time.... screens do not fit. My husband and I had to rearrange our work schedules to accommodate the new install dates. On February 5th, 2024, Window World arrived again to install screens and of course they did not fit AGAIN. We asked the company's clerk to call us back asap for updates and new installations dates and to my surprise I've had to call them for updates EVERYTIME. No one has returned our calls as of today February 7th, 2024. The order has been paid in full in 2023.... and the job is still incomplete!!!!

  Business Response

  Date: 02/13/2024

  BBB spoke to Karen at the business and the following was relayed: Four screens are on order for the customer and are expected within the next 2-4 weeks.

• Initial Complaint

  Date:01/10/2024

  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.

       I complained about 12 holes in frames. I called them 11 times most of the time I had to leave message at service department NO CALL bachs.

       Second complaint door doesn't lock without clamming even with slamming. It still Doesn't lock/safety issu we are elderly

       Greg S**** was salesman 716-955-9927 Contacted him 8/23/2023 see if he would help w/problem! Didn't!!!

  Business Response

  Date: 02/13/2024

  BBB spoke to Karen at the business and the following was relayed:

  We previously called the customer to schedule service and there was no return call from the customer. We will reach out to the customer again to expedite schedule of service.

  Customer Answer

  Date: 02/21/2024

  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. 

  BBB spoke to the customer and the following was relayed:

  The business did return and the issues have been resolved.
  
  
  
  Regards,
  
  
  
  *** ********** ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/06/2023

  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.

  Windows World Buffalo advertises a life time warrantee on defect windows but in practice this is not the case. I called for service for Windows that were installed in 2021 and they indicated that I would be charged a fee to fix the issue. A quick review the Windows Worlds google review reveals many other people customers having the same issue. For all I know this issue was present form day one because I had three defective windows installed and Windows World blamed the parent manufacture. All this took months to resolve and now I find another problem.

  Business Response

  Date: 01/03/2024

  BBB spoke to Amanda at the business and the following was relayed: We are waiving the $49 trip charge for the customer this time and are scheduled for this Friday, January 5th. Any future trips will incur the $49 trip charge. 

• Initial Complaint

  Date:11/22/2023

  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.

  On September 8 I had 9 windows installed, 2 them incorrectly. I called as soon as I got home from work and from inspecting the windows. I sent pictures and explained the problem, they said they would get back to me they never did. I've called numerous times including today, November 23 2023. The windows are humped in the middle and doesn't allow the screens to close correctly.

  Business Response

  Date: 12/11/2023

  We have Mr. ********* scheduled for repair on 12/12/23.

• Initial Complaint

  Date:10/31/2023

  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.

  July of 2022 we signed a contract with Window World to install 6 windows and 1 patio door for $6535.00. We paid $3817.50 as a down payment. They didn’t install them until June of this year. There were many problems from the get go including not getting the patio door we ordered, installation issues and a whole host of other problems. We have tried our best to come to some sort of agreement including sending them another $965.00 to satisfy and close the deal. They still wanted us to pay the remaining balance. We feel as though they did not hold up their end of the contract therefore our reasoning behind our not paying the balance. They now told us they were going to put a mechanics lien on our property. We take great pride in our credit and have always paid our bills diligently.

  Business Response

  Date: 11/10/2023

  To whom it may concern, We installed windows and a patio door for this customer and she has not been happy since. She had alot of issues ( so she says) about our install and our product. She never mentioned anything about the patio door until the end of the job when she was making service to satisfy her. We offered her a free used door like the one she says she wanted but she refused it. We went there numerous times to help her with her issue's and correct them but every time we finished 1 service she would have something else wrong that really wasn't. Many times after the service performed we tried to collect balance on the contract. I tried everything in our power to satisfy this customer. and she would not comply saying she wasn't paying that much for the job and that we already made our money , She also refused to sign any completion certificates when service was complete.We also offered her discounts of $600.00 to be payed in full and she did not meet our deadline for that discount, So in the end we put a lien on her property and will not be removing it until she has met her obligation with payment in full. 

  Customer Answer

  Date: 11/16/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Yes they are right, I did have a lot of issues with the company. We were not present when the door was installed or I would have said something at the time. The original installer never returned to finish the job so they sent someone else. Had the windows and door been installed properly in the first place I may have let the fact that it was not the door we ordered go, however everything they did was very unprofessional and in fact they tried to fix the problems to no avail. The door they offered was installed in the showroom and they wanted us to take it out ourselves and pay someone to install it, in addition paying the full balance. The installer also put a hole in one of the tiles in our floor. I did not ask for them to repair it as I was so disappointed in their workmanship that I figured it would be another fiasco.  
  
  Regards,
  
  **** *******

  Business Response

  Date: 02/13/2024

  BBB spoke to Karen at the business and the following was relayed: The customer rejected our offers to resolve the issues including discounting the balance owed by $600. The lien placed on the customer's residence will be released once the balance owed is paid in full, $1,752.50.