Complaints

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

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  Window World

  8070 Southern Blvd Youngstown, OH 44512-6048

  
• 

  Window World Akron

  2424 Gilchrist Rd Akron, OH 44305-4408

  
• 

  Window World Detroit

  2873 Haggerty Rd. Commerce Twp, MI 48390-1721

  
• 

  Window World

  730 Harmon Creek Rd Weirton, WV 26062-4969

  
• 

  Window World

  4700 Campbells Run Rd Crafton, PA 15205-1318

  

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:09/25/2023

  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.

  Purchased lifetime warranty windows from this business in November ****. Picture window is now cracked, starting to break further. Contacted business regarding replacement, business came out September 1 to take measurements, pictures, information, etc. No contact from business until I contacted them in mid September to follow up, was told they had JUST ordered the window. Window now has large pieces of glass falling out, dangerous to people and pets in home, and is a potential liability. Have attempted to contact business since with no success. Need this to be fixed and company to honor the contract and lifetime warranty that I paid for.

  

  Business Response

  Date: 10/05/2023

  We spoke to ********************** as soon as we received the complaint.  That day, we boarded up the window and ordered the replacement window. At that time, he said that he would remove the BBB complaint, and was happy. That is why we did not publically respond at that time. His new window is now in, and we called to set up a date to replace the window. We are waiting to hear back.

  Customer Answer

  Date: 10/06/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  The business had told me they had "just ordered" the window several WEEKS ago, when I called to follow up on my intial call that took place in the beginning of SEPTEMBER.  This is in direct conflict with what they are stating in this response (so they have basically admitted they not only lied but have been stringing me along for quite some time).  Furthermore, they pressured me during the phone call to remove the complaint, to which I replied I would not do so as no resolution had been completed at that time.  They finally did offer to come out and board up the window, but continued to pressure me to remove the complaint before they had actually held up their end of the warranty.  I am rejecting this offer until the resolution is actualy complete, specifically based on the multilpe untruths they have stated in their response and the way they have avoided handling this situation so far.  It is not appropriate for a business to try to pressure someone into removing a complaint, especially when the business hasn't bothered to get back to me UNTIL there was a complaint.  Also, they have just admitted that they lied to me several weeks ago when they told me they had just placed the order for the window, as they are now stating they only did this within the past week.  If and when they finally come out and replace the window, I will be more than happy to write a response that indicates as much.  Based on the way they have behaved so far, I will believe it when I see it.

  
  *It is important to note that even if they did order the window last week, when they finally called me to ask me to take the complaint down, that is still a full MONTH after I called them initially, and several weeks after they told me they ordered the replacement the first time.  Unacceptable
  
  Regards,
  
  *****************************
  
  
  

  
  

  

  Business Response

  Date: 10/06/2023

  Window World has submitted a response and/or proposal to resolve this complaint. The details are as follows:
  
  Date that proposal was made:
  
  Description of proposed resolution:
  
  Promised completion date:
  
  
  In addition, the business provided the following additional details:
  
  
  

• Initial Complaint

  Date:08/28/2023

  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.

  My front door was installed backwards and I was told that was the only way to have it installed. Another technicians comes out for a follow up due to some unfinished work on the back door and informed me that the door could be installed correctly. A new door was ordered but has not been delivered/installed as of yet and it has been 5 months. The wrong locks were installed on the back door causing me to have to use three different keys to enter my home. I am still waiting on that to be fixed. In the meantime they did such a poor job installing the doors that the hardware has come off making the useless. I have called this company several times and talked to the owner *********************** and he was to call me back after our last conversation to let me know when a technician would be out to correct my back door. He and the *************************** stated that my front door was on order but the company that they get the doors from has moved and not producing doors at the moment. That is hard to believe because how are you still in business if you can't produce the product. It already took 4 months for the doors to be installed from the date ordered. At this point if the doors aren't corrected I will need to contact a lawyer to get my money back. I DO NOT RECOMMEND THIS COMPANY TO ANYBODY!!! POOR CUSTOMER SERVICES AND POOR QUALITY IN THEIR WORK!!!!

  

  Business Response

  Date: 08/29/2023

  ********************** purchased a storm door for the front of her home, and a security door for the rear of her home.During the installation the front door was installed the opposite swing of her entry door to prevent handle interference. This was explained as well as approved by the customer before the unit was installed. Our installation manager was on site during part of the installation to bring handle sets, the type of dead bolt the customer requested would not have been able to have the same key as the handle, and this was explained to ********************** as well as she was given the option for an alternative deadbolt with handle that was keyed the same. She opted for the deadbolt that was keyed differently. Post installation our installation manager spoke with ***** the owner/general manager to look into options for the front storm door to see if we can have it the same swing as the entry door as the customer called **** and let him know the wind opened her door and bent her closer kit. They came up with a plan to install a new door and make slight modifications to have it swing the same way, this has been reordered as a curtesy with the *** of 9/18/2023. We did an inspection and repair for ********************** on August 25, 2023 as her rear security door closer kit had fallen off. Upon inspection the installation manager saw no installation issue with the security door, the existing entry door jamb was rotted out, and at looked as though the door was slammed open ripping out the closer kit. Our installation manager removed and replaced the rotted jamb and reattached the closer kit and hardware. He went above and beyond for this repair as the repair did not have to do with our installed product, it was with her existing entry door that rotted out. 

• Initial Complaint

  Date:08/28/2023

  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 have been waiting for my replacement screen door. It's been 3 or more months. Still have not received it. Then I had called Window world when it is coming. The first call I'd made. She told me Aug 14,2023 So I didn't hear back from her. So, I called again. Now they tell me the end of Sept to be ship. This has been going on too long. The main manager never looks back into the ****** to follow up on it.

  

  Business Response

  Date: 08/29/2023

  We apologize for the delay in the new storm door. The delay is beyond our control and is a supplier issue. The door is expected to arrive into our warehouse the week of 9/27/2023. At that time, we will contact ******************** to arrange  installation. 

• Initial Complaint

  Date:06/20/2023

  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.

  Soon after the windows were installed, I discovered that the glass panel was damaged on the inside. I reached out and asked for them to fix. They have attempted to get this repaired... 4 different time. and they have failed 4 different time. They consistently ordered the wrong panels. Even their installers were shocked. I have waited month and months now and still no repairs. Actually the windows are damaged now because of all the removal and having to put them back after the new panels didn't fit.

  

  Business Response

  Date: 06/15/2023

  We cannot locate this customer in any of our stores. Can you provide the installation address?

  Customer Answer

  Date: 06/16/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********,

  I have been in communication with their *********** store for months now. I have full list of texts and voicemails.

  they can look up my address in their system as well as call their sales agent ******************************* **************

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

  
  

  

  Business Response

  Date: 07/01/2023

  This customer is in ********** **. We are in ********** **** and do no work in **. We have No sales representative by the name of ********. I believe this complaint has been directed to the wrong BBB and should be deleted from all of my records.  *****************

  Customer Answer

  Date: 07/06/2023

  Better Business Bureau:

  Looks like the wrong vendor was selected for this complaint.

  I will correct and file a new one with the correct vendor. My apology.

   

  Regards,

  *************************

  ---

   

   

• Initial Complaint

  Date:06/14/2023

  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.

  Signed order on 8/25/1822. ********* was spent. 2 screen doors and inside doors front and side. Replace the screen door that it was worp and the handle location of the screen door was bent where the handle is. I call the company today. They said it was not covered. The doors were installed in Nov 11,2022 Not even a year.

  

  Business Response

  Date: 06/22/2023

  ***********************, owner of Window World *******, spoke with the customer today, June 22nd. He agreed to replace the storm door and no charge to the customer.

• Initial Complaint

  Date:05/03/2023

  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.

  Ordered doors/ window from vendor 7/13/2022. They were installed in November 2022, I was told that the correct screens were on sent and would come later. one door is still not even it is pushed up on the right side as evidence of the gap in the bottom. Screens brought out and were the wrong ones, then when they did arrive the main one I use is bent. This same door still does not close properly. They came out with WD to fix it. Then came out again to say the door is now bent, which should have never been installed. During the winter snow and rain came under the doors, they came and "addressed" the issue ie "Caulk" which should have been done during initial installation. Since the installation, they have been back once a month / Avg. to "fix" something. I have made them aware I am done and I have went with another vendor. I have made the finance company aware and I was told that they have done everything they can. I have lost faith in the product and and demand the doors be removed and taken off my bill.

  

  Business Response

  Date: 05/03/2023

  The install for the customer was on 11/03/22. This was for 3 patio doors, and two windows and was installed by ********************
  
  The customer's original call for this service was because there was part of the door that was bowed out, they needed 2 screens, and 2 footlocks. This was his claim that our original service was sent out for on 11/30/22. This was confirmed by our service tech, who listed what we needed at that service appointment, and we have *****'s signature on that paperwork. The order for those parts was put in on 12/7/22.
  
  We received the active panel and screen for the customer's service on 1/3/****** when I called to setup the installation ***** also had me add to the service that the stationary panel was splitting, and coming apart. I requested pictures and information on that when our service technicians went out on 1/5/23 as well. The manufacturer sent the wrong screen and active panel, and I ordered a new one at this time. I also added a glazing bead to the order for the new issue as well. We have *****'s signature on this service paperwork as well.
  
  The next call we received from ***** was on 3/17/23 where he was upset with the general quality of the patio doors. We setup a site visit with the manager ************************* at this point to go out and make a punch list of all of the problems that the doors had for 3/20/23. ******* brought that punch list back,and we setup a service with our service techs Bill from the ***** location, as well as pulling our service tech **** from the ********* location.
  
  That next service was set on 3/30/23, and there was a list of concerns that got fixed for *****. There was caulking added to the bottom of the doors, the rollers on all the doors were adjusted, a screen was added and the footlocks were added, and an interlock was shaved as it was rubbing. We have notes from this appointment with our service tech that the doors all slide great. We have this paperwork as well, with *****'s signature included. We do still need the active panel and screen from the manufacturer at this time, which due to shipping complications we are still waiting for.
  
  The patio doors for this customer, have been operational and functional since the installation with the original main issue being that one of the doors was hard to lock. We have had our manager out for an inspection, and 3 different service techs. Each with years of experience have stated that the doors operate as they should.
  
  ************************* has recommended that the city inspector comes out to meet ***** and him to ensure that the patio doors do not have installation issues, and ***** has refused. While having drywall installed, *****'s contractor did not cover the patio doors and the sanding debris got into the tracks for the patio doors. This was also cleaned out while our service techs were out on 3/30/23.

  The only thing left to do is replace one active panel, which is already scheduled to be done on May 5th, 2023. 

  
  

  Customer Answer

  Date: 05/04/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.

   

  I want the doors removed as the have NOT worked as installed. If they worked as they should, why have there been so many return service calls. I am done with this company and do NOT wish to have their product on my home.  I have no faith in their product and the seemingly endless amounts of "fixing".
  
  Regards,
  
  *********************
  
  
  

  
  

  

  Business Response

  Date: 05/16/2023

  As per our custom order agreement,  taking back the product is not an option. At the last service, the customer was not pleased with our solution, suggesting that we were damaging the integrity of the product with our method.  Although this is standard procedure, we agreed to provide a new astragal and panel for the door. These parts are due to arrive the first week of June. At time we will complete the service.
  
  In regards to the level of the door, the door is level and not the issue. The attached photos show that the issue is with the floor of the property.
  
  

  Customer Answer

  Date: 05/18/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear 
  Regards,
  I have given them enough time and opportunity to fix their product. I have chosen to go with another vendor after many failed attempts to correctly install their doors. The new vendor will be putting their material in June 1 and removing the Window World doors. Window world is welcome to send their staff to come and collect these faulty doors at their nearest convenience, or by June 1. if not, they will be in my basement and they were free to come and get them. I will not pay another dollar for these doors. I am done with them. I have spoken to the finance company, the Better Business Bureau, and the state Attorney General.

  Best Regards
  *********************
  
  
  

  
  

• Initial Complaint

  Date:04/24/2023

  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.

  I place an order for a back door and a storm door to go with it on January 16, 2023. Window World installer came on April 17, 2023 to install the doors but the back door was damage from the factory. I refuse the doors until it was either repair or rebuilt. I called twice and left them messages on the status of the damaged door and email them and still no response of any kind. As of this writing I have not hear from them.

  

  Business Response

  Date: 05/05/2023

  We ordered a new door for the customer, and were negligent in letting the customer know in a timely manner. We talked to the customer on 4/24 and 4/25 and let him know that he will be receiving a new door. He was happy with the resolution.

  Customer Answer

  Date: 05/08/2023

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ********************************

  ---

   

   

• Initial Complaint

  Date:08/12/2022

  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.

  see Attached document

  

  Business Response

  Date: 08/17/2022

  There is a service scheduled on August 26th, 2022 to finish the installation of new glass packs and sashes. At that time, we will address the product offerings in question.

  

  Business Response

  Date: 08/29/2022

  We visited the home on 8/26/2022. We addressed all of the issues and completed all of the necessary work to the customer's satisfaction. Attached is a list of what was completed.

• Initial Complaint

  Date:07/31/2022

  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.

  In July 2021 we placed an order for several windows in our home to be replaced and were told they would be installed in September 2021. Most of the windows were installed in October 2021. There were a few windows on back order at that time. The windows on back ordered were finally installed in March 2022. However, the custom sliding glass door in our kitchen was installed (March 2022) opening in the wrong direction, is missing the screen door, and the lock doesn’t work (which is a security issue). They have sent an installer/service person to my home 4 times since March to look at and/or address the problem. Plus the owner of the franchise has also been to look at the issue. Every time someone comes to our house they do not have the appropriate tools, parts, or knowledge to fix the door. We still don’t have the screen. I’ve talked ***** (owner) and *** (office manager) on multiple occasions regarding the issue and have been told multiple times that a new door and screen have been ordered, but nothing has materialized. Moreover, every time I call, *** has no clue what is happening. It has now been 1 year since my order of over $**,*** and I’m still dealing with this. I’ve spent a significant amount of my time on this issue as well. The best the owner can come up with at this point is a small discount on another window for the trouble. This is unacceptable. I’m expecting a new door and screen as promised AND additional compensation for the extremely poor experience in resolving this issue as well as completing my order.

  

  Business Response

  Date: 08/08/2022

  ***** ****** purchased fifteen windows and one sliding glass
  door on July 14, 2021. July 20, 2021 was the customers exact measure
  appointment with *****, the store manager. At this appointment it was decided
  between *****, *****, and his wife ****, the swing of the sliding glass door
  will be OX, as he has three other d sliding glass doors in that room and they
  are all the same swing. We partially received thirteen of the windows and
  installed them in July of 2021 Two windows were however backordered and it was
  agreed between both parties the remaining two windows would be installed with
  the sliding glass door,  as they would
  both be completing production around the same time. The final installation took
  place in March of 2022. Shortly after the installation the customer called in
  saying the sliding glass door was installed incorrectly and it opens the
  opposite way. Immediately we checked the order as well as the confirmation from
  the manufacture and saw that everything looked correct, and this could possibly
  be a manufacture error, and the wrong door was sent. ***** was set with an
  appointment for the following week for an installer to inspect the door and
  change the swing if possible. Upon the appointment, the installer said he could
  change the swing, but this would result in screw holes being exposed from the
  changes. The resolution for this was to order a new active panel as well as a
  frame. Once we placed the order, we requested a photo from ***** to send to the
  manufacture. Once we received the photo, we saw that the swing was in fact
  correct. ***** did meet with ***** after this, showed him the order and
  reminded him of the conversation, per ***** he remembered and was all set as
  well as he agreed to pay the final balance. The service parts order was
  canceled as they were no longer needed. ***** called back in reporting the same
  issues at the end of the July 2022, ***** in our service department took the
  call and was a bit confused as per our knowledge all he was waiting was a
  screen repair. This was brought back to *****’s attention, he also was confused
  and confirmed had confirmed the door was correct with *****. He sent our tech
  out on July 27, 2022 with the screen, as well as to get a second opinion on the
  door to see if it was possible to change the swing, as ***** still stated the
  door was incorrect. Post appointment the tech reported back that the screen was
  the incorrect size due to a manufacture error and needed reorder as well as for
  ***** to meet again with ***** to discuss the swing of the door. ***** did call
  ***** on July 28, 2022, he let him know that he will reorder the door for him,
  in the opposite swing for no additional cost.