Complaints

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:10/19/2022

  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 issues start 12-12-20, windows installed 9-13-20, the newest issue which has led to this, in combination with the 2 broken glass in windows in under 6 months of install, during negative weather breaks. On 5-25-22 we noticed that the entire mechanism to slide the window broke in our window out of the bottom, plastic just completely gone, nothing to hold it in. We called window world 5-27-22 and by 7-25-22 we still had not had it replaced so called again and they advised us the window is there so they will deliver. When the contractors brought out the window though it was the wrong part of the window so they had to place a new order again for the bottom portion of the window. On 9-27-22 we still had not heard anything so called them to inquire yet again if our replacement was in and again we were advised it sure is. When the contractor came out this time though he put the window in and realized the locks on the new window do not work so he, THANKFULLY refused to put it in since the old broken window provided more safety for my family than that one. Directly after the contractor left we reached out to window world requesting reimbursement, the rep told me even if he had the ability to refund he would not as its not an issue, i aksed the franchise owner to call me back then and he advised he would send that request forward, but we never recieved a call. Now we reached out 10-19-22 wanting an up-date on the window and again requesting to speak to kevin, kevin called back and left a voicemail that the windows having issues is not their fault, its on the manufacturer, which lets be honest her- your website states you stand behind your superior products but you throw the companies you have contracts with under the bus to cover your own butts. Here is a link to other issues. we are paid in full https://www.yelp.com/biz/window-world-of-oklahoma-city-oklahoma-city-4?hrid=RoIQvgWSM-Ika5Hzy8ejzw&utm_campaign=www_review_share_popup&utm_medium=copy_link&utm_source=(direct)
  

  

  Business Response

  Date: 10/21/2022

  Dear BBB

  It is unfortunate that this has been filed. We have honored our warranty to the letter. We have repaired and inspected the customers other windows at every opportunity to make sure that we catch any issues before the customer does. The customer has asked for a full refund for all of their windows. We respectfully decline their offer as a resolution to this issue. Our offer is to continue to honor the warranty as we have done since the original date of install. We will be forthright and honest about all of our communications and timelines. I have included below, our records of dates and timelines for our communication and service calls as represented by our notes at the time of the interaction with this customer. If a customer happens to call us before we call them, we do not feel the need to call them back and update them again unless there has been a change in the status.

  At no time in any advertisement or talks with this customer or any customer did we promise that they would never have any problems with their windows. We issued a lifetime manufacturers warranty and our Window World 5-year labor warranty to give the customer peace of mind that they purchased quality windows from a company who stands behind their products. At no time was it ever stated or implied that the customer would be given a discount or is entitled to be compensated for their time during a service call. We make every effort to schedule the service calls at their convenience.

  It is our goal with this customer, as it is with all our customers to take care of them to the best of our ability. Sometimes things happen that are beyond our control. This customer has had two cracked glasses and a damaged window sash. I dont know how the glasses became broken. It could be just a simple flaw in the glass or a chipped edge when the person on the production line set the glass in the frame. The sash was damaged by someone tilting the sash in improperly and putting a strain on the mechanism after the original installation. All windows are inspected and tested at the time of installation. Any cracked glass or damaged frames are noted on the installers paperwork and a work order is created.  Things happen after the windows are installed and that is why there is a warranty in place. Our manufacturers do provide us parts to service the windows, but the orders are placed and fulfilled by humans who are capable of making mistakes. They attempt to get everything correct the first time but sometimes they do not. The manufacturers also offer to schedule their own service tech to install the parts. We choose to do it in house most of the time because it brings a much quicker resolution for the customer. If a new part does not fit properly, we apologize for the delay and reorder the part. We have or will take care of each warranty issue at no charge, under the terms of the warranty.

   

  Window World of Oklahoma City installed 8 single hung windows and 1 picture window according to the detailed contract signed 7-14-2020 by both homeowners. The windows were installed on **** of 2020. The windows come with a lifetime manufacturers warranty and a 5-year labor warranty from Window World of Oklahoma City.

  On 12-22-2020, a service request was issued for a cracked glass in the bottom sash above the kitchen sink. The glass was promptly ordered, and it arrived at our store on 2-1-2021. Due to a backlog in our service department, weather and the non-emergency nature of the service, the appointment was not scheduled to install until 2-23-21. A second broken glass service order was called in on 2-17-2021. This glass was promptly ordered and was installed on 4-6-2021. We received a third call for a service on 5-27-2022. During this phone call, it was noted on our paperwork that it was the main window frame and not the sash that was the issue. A window frame was ordered, and a service appointment was scheduled on 8-2-2022. At this time, it was discovered that the sash and not the frame was damaged when the sash was tilted in improperly. The sash was temporarily repaired so that it would close and lock properly. We promptly ordered a new sash. We attempted to install the new sash on 9-27-2022 but discovered that it was manufactured too tall. The locks were not broken, they were simply too far apart to lock into the window frame. The old sash was reset in place and a 2^nd sash was ordered. We would never leave the customer with a window that would not lock securely. This window appears to be in normal condition and is securely locked in place. It is not unsightly, but it will be replaced to correct the issue and restore it to full functioning condition. The new sash has an updated eta of 11-9-2022. Once the sash arrives, we will attempt to install it in the frame and close this service ticket.

  The phone message that I left for ****** was grossly mischaracterized. I called at 4;35 pm on 10-18-2022. I will include a copy of my note in our system that I put in our system following the phone message. I would welcome a copy of the voicemail to be included in this complaint. I did not record it but wished I had after I hung up the call.