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 has 5 locations, listed below.

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  Window World of Buffalo, LLC

  4444 Broadway Depew, NY 14043-2915

  
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  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:01/04/2023

  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.

  I signed a contract to replace 21 windows at my property on 06/23/2022 (contract # 105-220046). I was promised that the windows will be installed within 10-12 weeks. After it was not done, I contacted the business many times but they did not respond, nor provide reasonable date to install the windows. At this moment I want to return my money (50% deposits) and I request retaliation fees due to lost time, increased prices and inflation.

  Business Response

  Date: 02/03/2023

  We apologize for the delays.  The windows are scheduled to ship from the manufacturer on February 10th and scheduled for install approximately the next week, weather permitting and at the convenience of owner.  These windows have been custom made and according to the contract the customer signed, cannot be cancelled. Please call the Rochester store next week and the office manager will set up the install.Thank you.

  Customer Answer

  Date: 02/07/2023

  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.
  
  Well, this is another change and no one called me about. The original call was that the windows are shipped on January 30th, now it's February 10th? And why I should call the company, I was expecting that a call will be made by you. Anyway, this is not making me happy and more trustful to your words.
  Regards,
  
  ****** *********

  Business Response

  Date: 02/07/2023

  The windows arrived today and are scheduled to be installed on Friday, Feb 10th.  Please advise if there are any unanswered questions.

• Initial Complaint

  Date:12/28/2022

  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.

  I entered into a contract with Window World of Syracuse on 5-11-2021. We paid a $5,000 down payment for a full house of windows and a sliding glass door. We were told this process would take 12-14 weeks to complete. We are fully aware of labor shortages and supply chain issues, but it is almost 2023 and the project is still not complete. We were finally contacted about the missing items and set up 3 different times to have them installed. They once again did not show up and we are unable to contact anyone at the office. This is a gross breach of contract and is no longer in good faith. Please see the 1-6-2022 email attachment correspondence with Window World for all of the specific dates and issues. I have also reached out to the corporate office who just sent my inquiry back to the local office. This conduct is unacceptable and borderline fraudulent.

  Business Response

  Date: 02/09/2023

  BBB spoke to Darlene at the business and the following was relayed: We did install the new remade mold units. Incorrect sashes were delivered. We are waiting on the correct new sashes to be delivered, once they are received we will complete the installation.

• Initial Complaint

  Date:11/23/2022

  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.

  My wife and I signed a contract for 11 new windows in December of 2021. The windows were estimated to arrive in 16 weeks, which would be Mid-April. Due to delays they arrived in May of 2022. We were scheduled for our install in Mid-July. My wife and I both made sure that we would be home during the install. One week before our appointment Window World called to confirm. The next day they called to cancel due to an installer quitting. 
  
  The next install was scheduled for the first week of September. They again call a week ahead to confirm. Again my wife and planned to be home during the install. On install day the installer shows up with one window broken, one missing, the wrong exterior trim and the wrong interior wood. The woman from Window World told my wife that it would take 4 weeks to make 1 window. She would call to order it and call us back. She never did. The installer said he would go back to the shop to check to see if the trim was in stock. He never returned or called. My wife spoke to Rebecca at the Window World corporate customer relations line. She said she would reach out to the franchisee to see if she could help but that she was limited in what she could do. No one reached out to us during the entire month of September or October.
  
  I finally reached out the last week of October and was told everything was ready and our third attempted install would be Monday and Tuesday, November 28th and 29th. Again my wife and I both planned to be home for the install. Yesterday they called to cancel for the third time and said both their installers had quit in the last week. Now they would call us again once they had new installers employed.
  
  It has been almost a year now and winter has come with no windows in sight. If you look at the Google ratings for Window World of Syracuse you will see many people unhappy and in similar situations as us. At this point we just want our money back.

  Business Response

  Date: 12/08/2022

  We truly apologize for the delays.  We have given this customer a $600 discount and an installer was at their home Dec 7th & 8th.

  Business Response

  Date: 03/02/2023

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

  I believe everything is completed and the balance has been paid.

  Customer Answer

  Date: 03/02/2023

  Better Business Bureau,

  Everything has been completed and we paid the balance of our account.  If any issues arise in the future I am comfortable knowing I have Scott's number so I can reach out to him directly.
  
  
  
  Regards,
  
  
  
  ***** ********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/19/2022

  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.

  In June 2022 Skip G from Window World came to my home to measure for 4 replacement windows. Paid Window World $1200. I was told that the windows would be installed in early October 2022. It is now late November and no windows and no response from Window World. I have called the Falconer NY office 4 times - left a message and have received no call back. Went to the "Showroom" within the reported and posted hours and the doors were locked tight. I have called the corporate office and complained - no response. I have called the salesperson - no response. When you call the local showroom - the message you get is "Window World - simply the best" - I would debate that.
  
  I had **** ***** install windows and doors in the past - that as many reported was a nightmare. But at least there is a local store to try and resolve issues. Window World is a non entity - they don't respond
  
  Walk away from Window World - no run away. Hire a local contractor you can trust

  Business Response

  Date: 12/08/2022

  We truly apologize and are looking into these comments of the store not being open  This customer will have their refund in 7 - 10 business days.

• Initial Complaint

  Date:11/16/2022

  Type:Delivery 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.

  Just about 2 years since i have started the process of getting my windows installed. multiple no show from installment people. The inability to get in touch with them to discuss my ongoing, unfinished window. i received a call a week before christmas last year, never heard back until just recently. they call you when they are available, never when i am not at work. they offer no email to discuss issues. I do not have the patience to deal with them any longer and i regret ever calling them. i still have one window unfinished. 

  Business Response

  Date: 11/20/2022

  We would truly like to finish anything that is not complete.  Per our accounting department, in September this customer did not want the last window, so we discounted off the mis-measured window and the stops and trim that were not done (see attached).  This customer still owes a balance of $1,025 after these discounts that has not been paid.  (Also attached) Please let us know what she would like completed.   

• Initial Complaint

  Date:10/04/2022

  Type:Customer Service 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 July 5th we signed a contract for windows with salesman Skip. We were told 10-12 weeks with an install for October/November. We have tried calling several times for update and no answers, Skip doesnt reply to emails, and now the website is nonexistent to check order status. After calling 4 times yesterday and reaching out to corporate, we got a call saying that they are still doing orders from APRIL!!! Our windows haven't even been ordered and if we are lucky may arrive in January. Well in the middle of Buffalo winter doesn't sound ideal for window installations.

  Business Response

  Date: 10/19/2022

  The customer received some mis-information.  The windows have been ordered and as you can see by the attached Open Order Report from ***, these windows will ship approximately November 18th, to arrive to us, normally by Wed, Nov 23rd. We apologize for these delays and the inaccurate information.  This customer can call Nov 23rd to schedule their install. 

• Initial Complaint

  Date:08/22/2022

  Type:Delivery 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 May of this year, the salesperson from Window World came to our home and gave us an estimate for 9 windows to be installed in our home. We gave him a check for $2600 which was 50% of the total cost. He told us to expect installation to begin in August. Since then, another employee came to measure for the windows, and we asked him if he would also measure for a back door, which he did. That was the end of any kind of communication with the company even though I have called at least 10 times, and have sent 4 unanswered emails. At this point, we definitely wouldn’t order a door from them, but would like to have an installation date, or a refund. I’m concerned that they may be out of business, and we may be out $2600.00. I have left messages at 3 different phone numbers, with no response at all. This is very stressful for my husband and I, since we are seniors and feel that we have been taken advantage of. We honestly don’t know where to turn. We thought contacting the BBB could be a starting point, since we value your recommendations.
  Thank you so much. I will look forward to your reply.
  ***** ****** ************ ************************** I’m sorry, but I do not know how to upload documents. I do have them.

  Business Response

  Date: 09/07/2022

  We apologize to this customer, however, the manufacturer is having issues getting the material for the rich maple laminate.  Unfortunately we do not have a firm ship date.  However, we expect to have an answer  by Friday. Thank you, Kathy A*******

  Customer Answer

  Date: 09/10/2022

  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,  
  
  ***** ****** 
  
  
  No one from the company has contacted me (or apologized for not contacting me) about the backorder of any materials.  All I wanted was a phone call.  I find it unacceptable that I had to make 10 phone calls and send 4 emails to be told only (by Crystal) that the salesman should NEVER have told us that the windows would be installed in August. (He even told us that if we went with another company we would have to wait until October or November.).  This is the first I'm hearing about unavailable materials.   

  Business Response

  Date: 10/10/2022

  We truly do apologize for the delays, of which the salesman would have no way of knowing this at the time of the sale.  Supply chair is still our biggest issue since COVID.  The good news is that the windows are here and I am copying Crystal on this correspondence and she will be calling to set up installation. 

  Business Response

  Date: 10/19/2022

  BBB spoke to Kathy at business and the following was relayed: This has been scheduled for install on October 27th.