Complaints

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  Wonder Windows

  3535 Winton Pl Ste 2 Suite 2 Rochester, NY 14623-2803

  
• 

  Wonder Windows

  3898 Broadway St Buffalo, NY 14227-1104

  

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:03/11/2024

  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 6/3/23, a Wonder Windows salesman came to my home to demonstrate replacement windows I considered buying. On that day, I agreed to purchase nine triple pane **** windows for $11,904. My daughter took pictures of the window samples that day so that we were certain which windows we were buying. My kitchen window ordered had between the glass blinds. On 7/6/23, another representative came out for a second measurement. I provided a cashier's check for $4,765. On 10/12/23, I was advised of the installation date for my windows on 10/16/23. On 10/13, I had another cashier's check made for the balance of $7,139. On the installation date, the kitchen window installed was incorrect, lacking between the glass blinds. My daughter made several calls to the installers, who insisted on installing the wrong window before Wonder Windows ultimately acknowledged the wrong window was installed. The installers were coy at unpacking all of the window materials in their truck, so there was no packaging visible to the customer. I demanded that they give me at least one of the spec sheets because I wanted to compare it to the sample windows from the initial sales visit. The installer reluctantly did so. When we compared the spec sheets of the windows installed to the sample windows, which we were shown to be the ones we ordered, they were not the same. Wonder Windows refuses to acknowledge an inferior product was installed. My daughter spoke with George, a Sales Rep from ****, the window manufacturer. He confirmed that the air leakage rate is less on the installed windows compared to the window samples provided at the time of the sale. Furthermore, the kitchen window has not been replaced. We have asked Wonder Windows to provide a reasonable concession on cost for the inferior windows. They insist that they delivered the product numbers on the contract. I do not have access to their inventory numbers, but I can document the bait and switch based on the Energy Performance Ratings sheets.

  

  Business Response

  Date: 03/20/2024

  On 6/3/23, Wonder Windows did come to ****’s home and
  demonstrated to **** and her daughter the **** ******** Series window as shown
  in ****’s images provided with the performance ratings as listed on the window
  sticker.  It was determined at the time
  that **** was more interested in a lower cost solution and opted for the **** ***********
  Series with triple pane windows.  This
  lower cost solution with triple pane windows is actually a better performing
  window as demonstrated in the pictures **** provided of the sticker from the
  installed windows and as stated by the conversation **** had directly with the
  manufacturer’s representative George (the air leakage rating is less on the
  windows installed versus the window samples provided at the sales demo).  A contract was signed by **** (for the **** ***********
  Series with Triple pane windows) on that same day and a deposit was collected 7/7/23
  to initiate the full commitment to move forward with the contract. On 10/16/23, the installation commenced.  All of the windows were installed; however,
  it was discovered after all of the windows were installed, including a new
  kitchen window, that the kitchen window required internal blinds, which was
  outlined in the contract.  **** does not
  make a window with internal blinds, nor does any company offer an internal
  blind window in triple pane glass.  This
  window was to be a ******* window (as stated in the Special Instructions of the
  contract) which is another manufacturer that offers this type of window. The error was a purchasing mistake on Wonder’s part and the
  proper window was ordered and received, and Wonder reached out to **** to
  schedule the installation of the correct window, with internal blinds, in the
  kitchen.  **** and her daughter refused
  to allow Wonder to install the window because she claimed that Wonder “bait and
  switched” her during the initial sales call. 
  The feeling was that Wonder showed **** and her daughter a less
  expensive window and drew up a contract for a more expensive window with lower
  performance.  **** stated that she does
  not want the window in the kitchen replaced until they clear up the
  misunderstanding on the performance of the windows. On January 11, 2024, we had a telephone conversation
  surrounding all of these concerns on the windows that were purchased by **** and
  installed by Wonder.  At that time, we agreed to have our Director of Sales
  come out and bring all of the supporting materials to walk her through the
  performance numbers of the windows and clear up any confusion she may have had
  with regards to what was sold and what was received.   Our Director
  of Sales was prepared to show her that the windows installed exceed the
  performance of what is stated in the contract and what you saw during the
  initial home sales call.  The uploaded
  pictures provided by **** also support this same claim.  There was also a concern that triple pane
  windows were ordered but not actually installed. January 15, 2024, at 3:30pm was the time we all agreed upon
  to have our Director of Sales come out and meet **** and her daughter at ****’s
  house.   Unfortunately, due to a snowstorm that day in Buffalo forced
  us to reschedule.  Another mutual time was agreed upon on January 31, 2024.  When our Director of Sales arrived with
  window samples and factory performance rating sheets at the home, **** was not there
  (due to an apparent tenant issue) and her daughter had something at work that
  kept her from being able to come.  While our Director of Sales was waiting
  outside of ****’s home on the 31st, he was able to confirm that the
  windows installed are the windows stated in the contract and that they are
  truly triple pane windows as also stated in the contract.  A simple test
  of shining a light in front of the window and counting the number of
  reflections confirmed that the windows were truly triple pane. Since that day, our Director of Sales has been trying to
  coordinate a time to reconnect and walk **** and her daughter through all of
  this information and has been unsuccessful. 
  Our Director of Sales had some text communications with ****’s daughter
  to reschedule and then was told that there would be no further communications
  between her and Wonder and that all communications would be through their
  attorney and via US Mail.  Our CEO then made
  multiple attempts, through phone calls, voice messages, text messages and
  emails to reach **** and her daughter to have a conversation to discuss the apparent
  confusion and move the project forward. Due to no response by **** to any of Wonder’s attempts to
  have a conversation and to complete the project, Wonder was forced to send a
  certified letter dated 2/26/24 to **** stating that per the terms outlined in
  her signed contract (which we provided with the letter), specifically in the
  Payment Terms section under Item “b.,” that the balance is due upon substantial
  completion. We consider this job to be substantially complete (since all
  windows were installed, including a kitchen window).  Any outstanding minor punch list items
  (replacement of the kitchen window in this case) or delays in completion may
  result in the immediate due date for the outstanding balance, as outlined in
  the contract.  The letter stated that should
  she choose not to proceed with the replacement window that we have (with the
  internal blinds), the job will be considered complete and payment of the
  $7,139.00 is due and payable immediately. 
  We also stated that we are willing to leave **** with the replacement
  window for the kitchen that has the internal blinds, if she chooses to forgo
  the replacement installation. **** was urged to review the contract terms
  carefully prior to making this decision. Wonder also stated in the letter that in order to expedite
  the resolution of this matter, we kindly requested a final decision by 3/15/24,
  which we still have not officially received. ****’s timely response was
  crucial, as failure to reply by this date may compel us to explore legal
  avenues to resolve the outstanding issues. It also stated that we sincerely
  hope to avoid such measures and would appreciate the opportunity to complete
  the agreed-upon work. The fact of the matter is, **** purchased windows that were
  less expensive than what was demonstrated in the home and the windows have a
  better performance rating with regards to U-Factor and air infiltration.  As stated in our attachment included from the
  U.S. Department of Energy, Energy Efficiency & Renewable Energy – Guide to
  Energy Efficient Windows in the ‘Factors to Consider’ section, it states “The
  lower the U-Factor, the better the window insulates.”  The U-Factor on the **** ******** ****** window
  that was demonstrated (and is in ****’s pictures provided) has a U-Factor of
  .25.  The U-Factor of the ****
  *********** as was installed was .19 as shown in the included Certificate of
  Compliance supplied by **** for *. ************.  This demonstrates that the windows installed
  are better performing windows than what was demonstrated during the initial
  sales call. The other performance measure to observe is the Air Leakage (Air
  Infiltration) value. The **** ******** window that was demonstrated for the
  ****** (and is in ****’s pictures provided) has an Air Leakage (Air Infiltration)
  minimum value of <= 0.1.  The actual
  rated performance is 0.03 as shown on Page 2 of the **** ******** EVO
  specification sheet provided under ‘Double Hung (******) Structural
  Performance’ for the Double Glazed.   The
  **** ***********, as was installed (and is in ****’s pictures provided) has a
  minimum value of <= 0.3.  The actual rated
  performance is 0.01 as shown on Page 2 of the *********** specification sheet
  provided under ‘Structural Performance’ of the **** *****.  This also demonstrates that the windows
  installed are better performing from an air leakage (air infiltration)
  standpoint as well.  The lower the
  number, the better the performance as outlined in *************************. In summary, the cost of the **** ***********, triple pane
  window is less than the cost of the **** ******** window as demonstrated, and
  the performance on the windows are better on the **** ***********, triple pane
  than the **** ******** window.   How can
  there be a “bait and switch” for a lower cost solution that has a higher
  performance rating?  We wish to have the
  opportunity to explain all of this data so that we can complete this project.

  Customer Answer

  Date: 03/24/2024

  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. There is no attempt to by the contractor to resolve the inferior product installed. What was sampled does not match what was sold to us. 
  To assist us in bringing this matter to a close, we would like to know your view on the matter. 
  
  Regards, 
  
  **** ** **********
   

  

  Business Response

  Date: 04/11/2024

  Please find attached the contract which shows she signed for the windows we installed and are describing. The product we provided is not an inferior window, as stated in our original response, it is a higher quality product as explained below. **** purchased windows that were less expensive than what was demonstrated in the home and the windows have a better performance rating with regards to U-Factor and air infiltration.  As stated in our attachment included from the U.S. Department of Energy, Energy Efficiency & Renewable Energy – Guide to Energy Efficient Windows in the ‘Factors to Consider’ section, it states “The lower the U-Factor, the better the window insulates.”  The U-Factor on the **** ******** ****** window that was demonstrated (and is in ****’s pictures provided) has a U-Factor of .25.  The U-Factor of the **** *********** as was installed was .19 as shown in the included Certificate of Compliance supplied by **** for R. ************.  This demonstrates that the windows installed are better performing windows than what was demonstrated during the initial sales call.The other performance measure to observe is the Air Leakage (Air Infiltration) value. The **** ******** window that was demonstrated for the ****** (and is in ****’s pictures provided) has an Air Leakage (Air Infiltration) minimum value of <= 0.1.  The actual rated performance is 0.03 as shown on Page 2 of the **** ******** EVO specification sheet provided under ‘Double Hung (******) Structural Performance’ for the Double Glazed.   The **** ***********, as was installed (and is in ****’s pictures provided) has a minimum value of <= 0.3.  The actual rated performance is 0.01 as shown on Page 2 of the *********** specification sheet provided under ‘Structural Performance’ of the **** *****.  This also demonstrates that the windows installed are better performing from an air leakage (air infiltration) standpoint as well.  The lower the number, the better the performance as outlined in ******************************************.In summary, the cost of the **** ***********, triple pane window is less than the cost of the **** ******** window as demonstrated, and the performance on the windows are better on the **** ***********, triple pane than the **** ******** window.   How can there be a “bait and switch” for a lower cost solution that has a higher performance rating?  We wish to have the opportunity to explain all of this data so that we can complete this project. Additionally, BBB spoke to Mark at the business and the following information was provided:The customer has received what she ordered, we have been attempting to schedule a time to meet and show them this and install the final window. The customer wanted a triple pane window which is what was installed and is the best performing vinyl window. The windows they received are better performing windows than the double hung example. It is less expensive due to the style and composition of the frame only, not the performance of the actual window which is better. We are requesting that the customer make a time to meet with us and discuss the contract and installed windows and allow us to install the final window which we have ready to install.

  Customer Answer

  Date: 04/17/2024

  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 came to the BBB for assistance in resolving a dispute, which clearly is not being resolved with absolutely no concession made by Wonder Windows despite clear evidence showing that the installed windows ARE NOT the same as those demonstrated in the sales pitch. As such, we will allow Wonder Windows to replace the window, which was ordered incorrectly and pay the remainder of the contract. However, I will make it clear via all social media outlets my displeasure with Wonder Windows and their bait and switch tactics to advise others to take their business elsewhere. There are several negative reviews and past problems brought up against Wonder Windows and I will be another victim of their disingenuous business practices. Congratulations, Wonder Windows. You have taken advantage of another consumer. 
  
  Regards,
  
  **** ** **********

• Initial Complaint

  Date:10/17/2023

  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.

  on July 25 1923 Wonder Windows came to install a bay window in my living room. Every thing went fine. Until I started painting when I saw a nail poking thru the seat. There was ceiling that was torn off, dust all over, my mothers antique table was scratched , it was not caulked and I asked why the molding was not 5" as the sales man told me it would be . They said because the rest of the molding in the house was 3" it would look better. They left the plastic sheet on every thing so I didn't see the furniture until they were gone and I had paid for the job. $13,378.00. I called Wonder Windows and they sent someone out to look. The man was outraged and said someone would come and fix it. I have called many many times and I get voice mail . I have called Sara G and Gary many times No one ever calls me back . My grand daughter called from her phone 1/2 hour later and she got Sara who said Gary was also on the phone. We set up another day and time for Alex to come and finish the repair Fri 10-13 at 1:30 / 2:00. I called Sara at 2:20 to let her know but of course I got her voice mail. Sara sent me a text to set up some one would be here Sat 10-21 between 8 and 9, When Alex called me Fri at 4:30 he said he told Wonder Windows that he was running late. I was told that my table was being picked up 10-3 by a man named Matt. I called him 10-5 or 6. When I talked to Sara and Gary they said that the table was not ready yet. I am really wondering what the heck is going on . They won't answer my phone calls and I am getting the run around. I had also asked many of the repair people to see who could adjust my bill. Someone said that would be Sara who has never mentioned that to me . I would like something taken off my already paid bill . I have never gotten the quote from the sales man I did get an invoice with nothing but what I paid.

  

  Business Response

  Date: 11/03/2023

  BBB spoke to the business and the following was relayed: There is one minor outstanding service issue to address which will be done by the end of next week at the latest. The table is currently at the ********* ****** and we have been told the repairs should be complete within the next 2 weeks.

  Customer Answer

  Date: 11/06/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards,
  
  ******* **** 
  
  Still there has been NO credit to my ******** card or even mention of it. It' been 4 months now. Someone is suppose to be coming out Wed (Nov 8 ) between 9 & 10 am to fix the nail in the seat . Alex was here 10/21 at 8am and put larger molding on. The window looks much better. 

  

  Business Response

  Date: 11/14/2023

  Barbara's table has been repaired and returned to her home.  All work is complete.  Wonder provided a $500 refund via check mailed on 11/10/2023.

• Initial Complaint

  Date:05/23/2023

  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.

  Wonder Windows installed new windows at my townhome on 4/28/2023. The exterior trim on my property (front 2 windows and garage window) have been damaged. I have withheld final payment pending repairs. Wonder Windows has been notified and pictures submitted by my HOA Management. I have spoke to a rep (Mary) and received some assurance this matter would be resolved. Unfortunately, I have not heard back.

  

  Business Response

  Date: 06/12/2023

  BBB spoke to Quinn at the business and the following was relayed: We have been working with the customer and we were out there this morning. We made the repairs and are providing the customer a discount. This has been resolved. 

  Customer Answer

  Date: 06/13/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ********* *********