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:09/24/2023

  Type:Delivery 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.

  Got an estimate to have a broken window replaced on 4/3/2023. Waited two months for the window to come in and scheduled an appointment for it to be replaced. My daughter took off work and waited for them to come, received a phone call that due to rainy weather they would not be able to do it. Okay; understandable, appointment rescheduled. My husband took off work for the next appointment and I got another phone call that they did not schedule enough time for the job so had to reschedule again. I took off work for the third attempt and waited and waited, someone finally showed up but said the guy who was supposed to do the job had truck problems so we would have to reschedule yet again. It was again rescheduled. I again took off of work again and waited and waited. NO one showed or called. My daughter and I both kept trying to get in touch with someone from the company, I left multiple messages with no response, and my daughter did get through to someone who was extremely rude to her and hung up on her. She finally talked to someone and they said someone would contact me. Finally spoke with someone a few days later but I told them I was not going to use their company any longer because of the multiple reschedules and no shows and would like a refund for my deposit. I never heard back from anyone. We since contacted another company and the window was replaced within three weeks and it literally took a half hour to do the job.

  Business Response

  Date: 10/02/2023

  We do apologize for the handling of this job. The customer has been issued a refund and should expect it within 7-10 business days and this job has been closed out.

  Customer Answer

  Date: 10/03/2023

  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:08/08/2023

  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.

  I purchased new sliding glass doors and a window from Window World. The initial installation was on June 20th. After the installer left and I thought the installation was complete I noticed the old window frame on the ground outside my condo. I went outside to see if the installer was still there but they left. I picked up the old frame (I paid for it to be disposed of but had to take care of it myself) and noticed the installation for the outside of my window was not complete. It took over 5 weeks for it to finally be completed (after being told many times it was simple and would not take much time) and this was only after multiple calls/messages and going in person to Window World to get it done. This also includes having an appointment set on 7/17 and then no one showing up! My customer service experience was awful. I have been trying to speak with a manager but no one calls me back or if I am lucky it is days/weeks later. Then they say they will follow up but yet as we go on 7 weeks it is still not resolved. It is unacceptable customer service and clearly they do not care about resolving this matter. It has now been a week since my last contact and I have not heard back. We are going on over 7 weeks since the issue began and again Window World has not taken any accountability for their actions. Yes, the installer should have completed it initially, but my issue is not with the installer it is with Window World. I had to call many, many, many times, go in person and I am still not able to speak to a manger to get his resolved. If I had the installer’s number I would have called them directly to get it taken care of. Window World clearly does not care about their customers and continue to string me along. The only person that was helpful was my sales rep but there is only so much he could do. I have attached a more detailed timeline of my situation to show the poor service of Window World. This situation is the antithesis of what customer service should be.

  Business Response

  Date: 09/06/2023

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

  We have confirmed with the customer that everything was completed and we have given the customer a refund for the disposal.

  Customer Answer

  Date: 09/06/2023

  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 spoke with ****** from Window World on 9/1 and was told she would check and let me know regarding my refund request. I then received a voicemail from ****** saying they would need to inspect my doors due to one of my complaints. I called back and left a message on 9/6 to set up a time for an inspection. As stated in my complaint my main issue is Window World’s unacceptable customer service. I would like to see that addressed and included in compensation which was not mentioned as part of their settlement and I do not know what their refund offer is. This is why I do not accept.
  
  
  
  
  Regards,
  
  
  
  ****** ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/27/2023

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

  A refund for $75 was issued on 9/5 and this has been resolved.

  Customer Answer

  Date: 09/27/2023

  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.
  
  First, I have not received a refund of $75 for removal of supplies. Second as I put in the previous message that was only one small part of my complaint and none of the other parts were addressed by Window World. Here is a recap of my complaint.

  1. Old window frame was not disposed of and I paid for it to be removed. They said they issued a $75 refund but I have not received it.

  2. I paid for new molding to be replaced with new doors. The original molding was put back up. I would like the molding I paid for or to be refunded for it. Was also told my doors would need to be inspected by them and returned their message with two voice mails but no response to set up inspection.
  

  3. My biggest complaint is the unacceptable customer service. I was told it would take one day for installation and it took over a month to complete with no one calling me back and no shows to complete it. I had to take off multiple days of work, had to physically go to Window World to talk to someone and finally have it completed. ***** never called me back after multiple messages to his direct line and physically going to speak with him. It is now over 3 months and they still are not addressing these concerns. Had ***** actually called me back we could have addressed this much sooner. 

  I encourage the business to review my complaint as this is just a snapshot of what I endured and the fact that this has not be addressed or resolved reiterates the unacceptable and poor customer service of this business. All of these need to be addressed for this matter to be resolved. I need a minimum 20% refund from my overall order due to what I have addressed above and previously stated on numerous of occasions.

  
  Regards,
  
  
  
  ****** ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 10/31/2023

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

  We are issuing the customer a refund of $500 as a resolution to the issues.

• Initial Complaint

  Date:07/30/2023

  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.

  Scott L**** a sales representative from Window World came to my home the end of June 2021 to look at windows I wanted replaced. 8/20/21 I entered into a contract with the company. They took half payment of $1,260 on 8/21/21. Heard nothing from the company so I called them in Dec. 2021. Spoke with Jackie and put on hold for her to look for windows in warehouse. Was told the windows were smashed and she would have to reorder windows. On 2/16/22 contactor came to install windows. 1 picture window and 1 sash had scratches and 1 ripped screen. Installed damaged windows anyways and spoke with Jackie and was told the windows must've gotten scratched in warehouse when other windows got smashed. She assured me new windows would be ordered immediately. Full payment was taken on 2/17/22. Heard nothing and kept calling with no response. Finally got an email from Jackie in Nov. 2022 stating she just ordered the windows and would arrive in Dec. Heard nothing again until I called in April. Was told windows were there and she could setup appointment for installation. Appointment was for 4/17/23 but no one showed up. Called Jackie and was told she didn't know contractor didn't show up and had my windows in their truck. Jackie called me back after talking to contractor and told me they would come 4/19/23. Contractor showed up 4/19 with huge chip in picture window and said they had to install it anyways. I called Jackie immediately and was told she would once again reorder window. I emailed her pictures of window chipped, where installer cracked window frame from screwing in too tight and where they filled plug holes with caulk. Jackie said she would call the Buffalo store to see how high of a discount she could give me. It is now 7/29/23 and Jackie refuses to return my phone calls or emails. I want the job completed that shouldn't be taking over 2 yrs and I want my discount that I was promised for taking full payment when work wasn't completed. Please help me. 

  Business Response

  Date: 08/16/2023

  BBB spoke to the business and the following was relayed: The glass had an imperfection so we have ordered a new picture window for the customer. It is expected to arrive on 8/28 and we will contact the customer at that time to schedule.

• Initial Complaint

  Date:06/01/2023

  Type:Delivery 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 used Window World of Buffalo after a great experience in 2011. This time, we ordered two windows with privacy glass from on March 6, 2023. Craig measured the windows and quoted a price. A day later, Craig had to remeasure the windows and told us the quote was incorrect as he did not factor in the privacy glass or low E glass. Our request for the original price due to his omission was denied, and we made a deposit of half of the new price. The subcontractor arrived on May 23, only to find out that Craig measured incorrectly. The new windows were too large and would require cutting into the existing walls to install. At the subcontractor’s advice, we refused the installation. We spoke to Crystal at Window World, who said she would call back regarding the new order being expedited. Crystal did not return the call, but instead we had to follow up a day later. Crystal did not seem to remember the conversation but said the new order could not be expedited. We weren’t thrilled but understand the process, and asked for a possible discount. Again, Crystal said she would call back. On May 26, after not receiving a call back, we canceled the order. Crystal said there would be an email confirmation of the cancellation and refund in a week. No email received. On May 29, we called to confirm requested an email from Ashley. On May 30, we asked for a manager in hopes a higher-level employee would be authorized to send an email. The manager (Jamie) was not available, but Crystal said that Donna would call back. It is June 1 and we have no return call, no email confirmation of our cancellation, and no refund, or indication of a refund timeframe. After errors in product, a lack of service and courtesy, we are filing with the BBB. We ask for acknowledgement and our deposit returned as soon as possible.

  Business Response

  Date: 07/05/2023

  The mis-measured windows will not be installed and a $700 refund will be issued and the customer should receive it within approximately 10 days.

  Customer Answer

  Date: 07/10/2023

  I have reviewed the response made by the business in reference to complaint ID ********. I accept the offer of a refund and will consider this resolved once the refund is received.  
  
  Regards, 
  
  ****** ********

• Initial Complaint

  Date:05/30/2023

  Type:Order 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 7/10/22 I paid half down ($2371.50) for 7 windows to be installed by window world in Syracuse, NY. I was told by the salesperson Curtis C*** that installation would take 10-12 weeks for installation at most. When I checked in on my order in 12+ weeks later, I was told that they were still installing windows from 2021 and that they have been running significantly behind on orders. They were unable to give me a expected timeframe to expect installation. It has been nearly 11 months and I have not heard from this business. I would like window world to install the windows as soon as possible, as I my return to work from maternity leave is quickly approaching. Thank you for your time.

  Business Response

  Date: 06/01/2023

  We apologize for the extended delay.  We have scheduled the window installation with this customer for June 15th.

• Initial Complaint

  Date:04/28/2023

  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.

  This past Monday I had windows installed. They were suppose to install a new window sil but didn’t have the items packed to do so and said they would return on Tuesday. Tuesday came and gone and I called and found out that they quit that morning but window world never called me to tell me that the people that were supposed to come had quit. I was able to reschedule again for today, Friday morning first appointment 1045 comes and they are still not here. I call to find out that they went to the other job first. The entire day I have been playing phone tag it is now 5:48 PM and the guy was supposed to come and do my windowsill , no show! I have taken time off of work to be here and available. Now the weekend has started. My windows won’t be done and the people that were supposed to come and paint my windows are going to have to be rescheduled, as well as rescheduling with window world. I am quite frustrated. I should not have to be playing phone tag finding out when somebody’s gonna come and finish the job. This is completely unprofessional. This job now needs to be done on my time, and I am looking for the company to call me directly and get this sorted out professionally. I’ve used them in the past, but will not be returning customer after this situation.

  Business Response

  Date: 05/26/2023

  BBB spoke to Amanda at business and the following was relayed: This job has been completed and resolved as of 5/1.

  Customer Answer

  Date: 05/26/2023

  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:03/17/2023

  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.

  Our first encounter with WW was on 2/16/22. I called to have a quote on replacing and installing our patio door. Promptly we had the salesman, David K***** arrive at our home within days. We received our first estimate on 2/21/22. There was some discrepancy with the first quote. We emailed back and forth until we agreed (we added the trim work, and I asked if they would apply the $100 off a patio door promo they were running at that time). We signed the contract on 3/5/2022. Dave, salesman, told us 6 weeks it would take to make the door and he would be calling no later than May 2022 to set up an installation appointment.
  On 4/20/22 I sent an email to Dave asking for an update since the "My Window" feature on their website was not working. I never received a response. I called multiple times to the Buffalo office. Mainly speaking to a young woman who could not provide me with any information besides, "we're very sorry and extremely backed up." Stating "I'm not sure why the salesman continues to tell people 'Only 6 weeks' when that's just a lie!" I continued to call month after month for an update with the same dismal response. On 9/19/22 during a torrential downpour and thunderstorm our patio door was installed. The screen door was the wrong color and did not match the door we ordered. I was told 6 weeks and we would have the correct replacement. On 11/18/22, our door broke. The back panel of the interior side of the door broke off allowing fridge air into our home. With multiple calls and voicemails left on repeat to the service department, I finally received a call back after weeks of failed attempts to set up an appointment. When the worker arrived on 2/3/23, he brought the screen door and planned on leaving without any knowledge that the door was broken. He installed the screen door and attempted to fix the broken door with profanity and haste. After he left, it broke again. After calling AGAIN, WW has yet to follow up, call back, or fix our door.

  Business Response

  Date: 05/02/2023

  Robert from AMI, the factory representative, has been set up to look at the patio door on May 8th.  Trusting him to resolve the issue. This customer has a full warrany from AMI.

   

• Initial Complaint

  Date:03/16/2023

  Type:Billing 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 ordered windows from Window World October 11, 2021. I was told that my windows would be installed in January of 2022, they were not, I kept getting the run around. I had to call the corporate office. 7/25/22 I spoke to crystal from window World. She stated that the installation manager would give me a $400 discount and the installation would be done by 8/23/22. When the installer arrived at my home he informed me the the picture window came to them broken, he installed 3 windows, but I’m still waiting for my picture window. I was told it would only take 6 weeks for the window to come in. I called and left several messages but no call back until 10/15/22 Jamie left a message stating the the ETA would be 12/15/22. On 1/30/23 Crystal called to tell me that they received the window, I stated to her that I spoke with Jamie in October of 2022, letting him know what kind of discount I wanted, he was suppose to call me back but never did. Crystal stated she would have Jamie to call me back to discuss the discount, this was on 1/30/23 but I never heard from him. I called the office 3/14/23 due to Jamie never returning my call. Crystal connected me to Jamie, he stated he could give me a $300 discount, and I told him this was unacceptable this is not even a 10 percent discount. I want a 25 percent discount or cancel the order. He stated he would have to call corporate to give a discount of 25 percent. He was suppose to call me back, but he had Crystal call me offering me a $400 discount, I told her 25 percent or cancel the order. It’s now 3/16/23 and I have not heard from Window World. I was once told that I can’t cancel the order due to its a custom made window, but they did not keep to their agreement. Please help so that I know how to move forward. Thank you!

  Business Response

  Date: 04/06/2023

  BBB spoke to Scott and the following was relayed: The parts came in on Tuesday but they sent the wrong parts. We have reordered and hope to have them within the next 2-5 weeks. Once we have the correct parts, we will take care of right away.

  Business Response

  Date: 04/10/2023

  This customer agreed upon a 20% discount.

  Customer Answer

  Date: 04/11/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  After all of the inconvenience window world has put me through, I refuse to accept anything less than 25 percent of my total order. 
  Regards, 
  
  ******* ********

  Business Response

  Date: 06/02/2023

  Our office called her today to advise that we will give her a 25% discount and we set up her final service for June 6th. Thank you, Kathy A******* Window World of Buffalo

  Customer Answer

  Date: 06/02/2023

  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:03/15/2023

  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 May 23, 2022 I signed a contract to have 9 replacement windows installed in my home. I was told by Skip G******** that my estimated installation would be around September 2022. I paid a deposit for half of the service, $2,790.00. The start of my installation was on December 5, 2022. 3 contractors came to my home around 10am and removed all of my windows and then proceeded to tell me that my new windows were all the incorrect measurements. They reinstalled my old windows and contacted a supervisor Matt which came to my home and told them they were correct and instructed them how to install my windows. After he left the crew proceeded to go to the local hardware store and get a reciprocating saw, removed my old windows and cut all the framing to the 9 windows from the inside of my home to the outside. Damaging the framing, window molding and proceeded to caulk the inside of my windows with poly caulk about 1 1/2 to try and cover the damage to the interior framing. One of the installers spent 45 minutes defecating in my bathroom, while one did the sawing and the 3rd was in training. They proceeded to go to lunch for an hour, then sat in my driveway for an hour and said that they would come back another day to finish. My windows were all exposed to the outside elements and I immediately contacted management and advised of the situation and that I did not want those contractors to return to my home. I asked them to come and assess the damage to my home. Management came to my home on December 9, 2022 and reviewed the situation with me and a window expert that I had onsite of my own accord. One window was broken, and 2 windows have manufacturer defects. I was assured that the situation would be resolved. At no time did anyone remove a window to check the integrity of the window framing that was sawed away and my window expert stated that all of the caulk had to be removed to asses the damage to the inside of my windows. I am out of room to complete this complaint. *

  Business Response

  Date: 03/24/2023

  BBB received the following response from the business: We have an appointment scheduled for next week to take care of and resolve the issues. 

  Customer Answer

  Date: 03/24/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have accepted the appointment to resolve this complaint but the work has not been completed. Please do not close this complaint out until the work has been completed satisfied. Thank you. 
  
  Regards, 
  
  ****** *******

  Customer Answer

  Date: 04/14/2023

  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. 
  BBB spoke to customer and the following was relayed: The business did return and have finished the work. However, I have been waiting to hear back from Scott who is supposed to call me back about the balance the business states I owe and the money I had to spend out of pocket because of the issues. 
  Regards, 
  
  ****** *******

  Business Response

  Date: 05/01/2023

  It is our understanding that all of the service has been completed and we offer a $200 discount for her inconvenience.  

  Customer Answer

  Date: 05/02/2023

  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. 
  
  
  Regards, 
  
  ****** ******* 
  
  Please see the attached letter. I am unable to attach a copy of my *** receipts since they are directly withdrawn from my credit card and I do not know how to crop a photo. 

  Business Response

  Date: 05/02/2023

  Our windows are replacment windows, we do not go back to the studs like when the original windows were put in.  Therefore, the windows sizes will be different because replacement windows are also called "inserts", as the new frames are set inside the original windows so we don't have to remove casing, damage drywall, etc.  We do not take the responsibility that your orignal blinds will fit or that you mush purchase new ones.  I have attached a copy of your contract and this is clearly stated in Item #2 of Terms and Conditions. 

  Customer Answer

  Date: 05/03/2023

  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. 
  The damage done to the frame of my windows was caused by their contractors. The cost of the blind to have removed and reinstalled was due to their untimely completion of a 2 day at most project completed in a 6 month time frame with at least 6 visits by their construction employees. These additional costs were paid by myself for their lack of of being even slightly reasonable. Please don't let anyone use this company as they should not be allowed to continue their practices. There isn't even a stretch of good faith. I don't know how this can be allowed to happen.  
  
  Regards, 
  
  ****** *******

• Initial Complaint

  Date:02/11/2023

  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.

  To whom this may concern,
  I am writing to file a formal complaint against Window World of Buffalo, LLC. Specifically, I had contracted them on 8/24/2022 to replace 4 of my home's windows, 2 on the 1st floor, and 2 on the 2nd. A 50% deposit ($1600) was paid up front. Installation was scheduled for 1/24/2023 for which an individual subcontractor/installer arrived several hours late, after several phone calls to the company inquiring about their timing and whereabouts. Upon supposed completion, said installer hurriedly collected the balance owing ($1596) and departed without leaving his name, contact info, nor a receipt. As an elderly widow, I was unable to correctly inspect the work in the moment. I subsequently discovered that the work had in fact not been completed. Specifically, as outlined in the contract, the rotten/missing exterior sills on the 2 upstairs windows had not been replaced, nor had the exterior trim work and caulking either been completed at all (rear window), or done very poorly (see attached picture). Thus, both exterior walls are now open to weather and water intrusion. After phoning customer service and explaining the situation on 1/25/2023, I was informed that the installer that had performed the work had numerous similar complaints filed against him by other unsatisfied customers and that the company would send someone else out either 1/27 or 1/28 to complete the job. Both days came and went with no one showing, nor any contact. I have since placed innumerable calls and inquiries with customer service to follow up, yet if even successful in reaching through to a person, am met with repeated excuses and outright lies as to why there has been no follow up communication on their end, let alone completion of the job. I have attached a photo of the rear upstairs window clearly depicting the lack of proper caulking and incomplete trim work, as well as a copy of the initial receipt. Any help in resolution of this matter would be greatly appreciated.

  Business Response

  Date: 02/24/2023

  To whom this may concern, I am writing to inform the Better Business Bureau of Upstate New York, that the complaint I filed (ID ********) against Window World of Buffalo, LLC has been dealt with to my satisfaction directly by the company. Thank you for your expedient reply and efforts in this matter.