Complaints
This profile includes complaints for Window Town LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 19 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/14/2022
Type: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.
Ordered 7 replacement windows from windowtown of Utica New York in May of 2022. Gave a fifty percent deposit is $2061.50. Scheduled the installation for September 30 2022 , the installers never showed up. Called and spoke to Elaine, she said the truck broke down , and she rescheduled for today October 14, 2022. The installers never showed up again. No explanation why. Called Elaine and asked to speak to manager or owner, she stated David P****** the owner does not speak to customer’s but she would schedule us again. We currently have no date rescheduled. Would really like to have our windows installed before the cold weather hits. So very disappointed at the treatment we have received and the dishonesty of this business. We have lost 2 personal days from work and have had to move furniture and window treatments twice to prepare for windows to be installed that never were.
Business Response
Date: 10/18/2022
BBB spoke to David at the business and the following was relayed:
This has been installed and is completed.Initial Complaint
Date:10/12/2022
Type: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 in 3/8/22 for 13 Windows that should of been installed in July they never called to make a appointment I called them. Then they said they had no-one to installed that they all quit . in August I was calling many times with no call back. I finally called the woman that I signed the contract with then I got a phone call back in sept. They then said they will be coming in Sept which they called and said that the installer had an emergency so ok icalled back to make another appointment that appointment was cancelled at 8 am the installer was sick and then they rescheduled 3 4. And 5 times and did no call no shows and now I'm not getting a phone call back
I either want the windows in or the money backBusiness Response
Date: 10/18/2022
BBB spoke to David at the business and the following was relayed:
We are expecting to be there next Monday and/or Tuesday of next week once we can confirm with the customer.
Customer Answer
Date: 10/28/2022
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.
The windows were installed but still waiting for the business to return and complete. There is no trim on the outside and one of the windows they installed is broken.
Regards,
****** *****Business Response
Date: 11/02/2022
******’s installation has been completed. She has received a discount for inconvenience and has set up a service call for a balance adjustment and a missing screen.Initial Complaint
Date:09/26/2022
Type: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.
Contract signed January 2022
50% down
They were supposed to install windows on Monday and Tuesday September 19th and September 20th. The contractor was no show and I received no calls. I had to be the one to keep calling asking where he was.
I would like to have a difent date, email or text.
I also want to be informed that day of any delays or if they are not coming. I lose time and money everytime I take off from work.
I've tried contacting them about scheduling around the days I telecommute from home.
On those days I would not have to take as much time off.Business Response
Date: 10/04/2022
Installation has been scheduled for 10/13/2022.Customer Answer
Date: 10/15/2022
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, I still need to have window in my kitchen installed. Company ordered wrong size.Business Response
Date: 12/22/2022
BBB spoke to David at the business and the following was relayed:
We have the window for the customer and ready to schedule the installation. We will reach out to the customer by tomorrow morning to arrange. The customer can also call to schedule with us at ###-###-####.
Initial Complaint
Date:09/17/2022
Type: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 ordered (*** ******) 6 replacement interior windows on 3/11/22 from Window Town of the Capital District. We were informed it would take 10-12 weeks for the windows to come in. Then we would receive a call to schedule installation.
We were informed in July that the windows were in but they did not have any installers and would call us when they have staff.
We followed up end of July and was advised our installation was added to the list but there were larger installation jobs they were working on first and would be in touch. The manager was extremely rude and belligerent.
We received a call end of August and the windows were s scheduled for September 8th and we received a call that morning advised that due to the weather they had to reschedule.
The installation was rescheduled to September 15th between 8am-10am. We received a call at 9:30am cancelling due to installer was sick.
The installation was rescheduled to September 17th between 8am-10am, no one showed up or called to cancel/reschedule.
My spouse, *** ******, called Emylie M**** (salesperson) at ************ who informed my spouse that she had made complaints to the company and they locked her out of her company account and does not know if she is still employed by them.
We called the company # ************, option 3 and left a message.Business Response
Date: 10/04/2022
These windows were installed on 09/23/2022. Job has been completed.Customer Answer
Date: 10/04/2022
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. Additional information (emails attached): On September 21st – 22nd, Window Town sent their installers to our home to install the 6 replacement windows. Listed below is the outcome of the installation: *2 windows were cracked and need to be replaced *1 out 6 windows were sealed (with caulking) on the exterior of the house. Now there are gaps around the exterior of the windows. *6 out of 6 windows – interior caulking is a complete mess. Pictures attached. *There are gaps on the base in corners of the windows; caulking is required *There are pieces missing on some of the windows *The trim was removed from one of the windows and the installers threw it out so it needs to be replaced *The windows are cheaply made. Emylie M**** (salesperson) advised us that we would have the same quality of window as we have in the rest of our house. This is it the case. When you open the windows, they are flimsy. I requested some type of refund for the mess and window problems Follow up with Window Town on the installation Issues: *9/24 and 9/26, I emailed Elaine (office staff) at Window Town advising of all the above listed issues and included pictures *9/26 – Elaine called me follow up to the emails. We discussed the issues and she kept apologizing for the mess that the installation caused and the work that was done not acceptable. She advised she would order 2 replacement windows (bottom window) for the cracked windows; will be in around October 14th. Elaine advised she would have the other issues addressed and send out another installer – will call me back in a few days. *9/30 – My husband **** ******) called Elaine. She advised that needed to submit a service request and order the replacements for the 2 broken windows. My husband explained to her that the windows were not installed correctly and we need someone to come out to fix all the issues. Elaine advised she would check the schele and get back to us.No response to date *10/4 - Follow up email to Elaine at Window Town. We would like a refund since the service has not been completed and the work that was done has numerous issues. Please contact me if you have any questions, Thank you for your time, ****** *** *************Business Response
Date: 10/18/2022
BBB spoke to David at the business and the following was relayed: We are scheduled for a service call to address the issues tomorrow.Initial Complaint
Date:09/13/2022
Type: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 replacement windows in the 2nd floor of our home installed by Window Town in November of 2021. They clearly warranty all their products under a "lifetime" warranty. Shortly after the installation, I noticed a fine crack in a lower sash of a double hung window as well as a large orange sticker on a casement window that I am unable to remove. I called the office to inquire on both these items for the first time in December of 2021. At that time, I was told that the window was ordered and "would be on the next truck" and once it arrived, they would schedule both the window replacement and the sticker removal. Since that initial call, I have called them at least 15 times over the past 10 months. I have been told a variety of excuses as to why the work has not been completed. Everything from blaming former employees for not ordering the supplies to, most recently, not being able to reach the man who does the installations, Malcolm. When I called last week , I also reported that the casement window, which opens with a crank, is not functioning and we are unable to fully close the window and this too will need repair.
Today, the employee I spoke with became irate when I asked to speak with a manager and was told the manager doesn't speak to customers! She then told me she has been in the ICU with her son for 6 weeks and she is stressed! Ultimately , she hung up on me.
We paid for our windows in full.Business Response
Date: 10/18/2022
BBB spoke to David at the business and the following was relayed: I believe the remaining issue is with the casement window that could not be repaired. The replacement casement window has been reordered and we will make a priority to schedule once it comes in.Initial Complaint
Date:07/29/2022
Type: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.
Signed contract beginning of December 2021 and paid 50.% down. Timeframe for completion of work to be done was 12-15 weeks. The company has Canceled install on me 3 times now with no concrete date for install set yet. Company will not refund my down payment, will not let me pick up windows to find my own installer, will not give me a date and continues to stall. The “manager” is just rude. Poor customer service skills. I Asked to speak to owner and was told the owner does not speak to customers. Basically their attitude is you just have to wait until we feel like getting you on the schedule. One of my windows is broken and I went with them due to their time frame of install. One of the worst companies I have ever done business with. I may seek legal counsel if this is not resolved shortly.Business Response
Date: 08/03/2022
BBB spoke to Elaine at business and the following was relayed: The installation was done for the customer yesterday. There is one broken sash that I have reordered.Initial Complaint
Date:07/22/2022
Type: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 have ordered windows in November of 2021 and it's now July 2022. Windowtown has not contacted us for window installation and they have had our windows since April 2022. They have refused to let us pickup the windows to have someone else install. They will not give an install date and stopped returning calls.Business Response
Date: 08/05/2022
Customer requested to convert to cash and carry and we are good with that where they would pick the windows up to have installed themselves. Reaching out to customer to provide offer.Business Response
Date: 08/30/2022
Per the customer, **** *****'s request, the contract had been converted to cash and carry. We delivered the windows on 8/25/2022 with free delivery (typically the customer would pick up cash and carry windows). Signed completion of delivery is attached.Customer Answer
Date: 09/01/2022
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,
****** *****
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