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:08/30/2023

  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 window world install windows at my house last February 2022. This work was done after waiting 6 months for windows to arrive due to covid shortages. When the front main window was installed in 2/2022 after the work was done i notice a couple of issues on the window craftmanship. I called the office and asked to speak to owner about window concerns. He called me a few days later and i explained to him concerns and he insisted that the window is made like that and all come like that and he could do nothing. In january 2023 i call them back to let them know that front window was leaking and we had water stains on the new wood around the window. They sent a manufacturer rep to inspect the window and he made repairs to window by resealing the points of leaks. after he made the leaks repair he mention to me that there's another problem with the glass seals. the glass seals were one of concerns i wanted them look at from the beginning, but the owner refused to do anything. The rep order the parts to fix to the window in 2/2023 and they took a couple of months to get. When the parts came in ,the office called me to schedule repairs and tried to charge $75 service fee to make repairs cause is past the 1 year warranty. I explain again that window was installed damage and the rep said the window should have never been install with damages. When said they would not charge me this time after i push back. when the rep showed up with parts, they order the wrong parts. They reorder the new parts and they came in a couple of months ago and they tried again charging me $75 service fee to come fix window that was installed damaged. i told them again that i've paid them $6,000 dollars to install a damage window from day one. Then they said that i would have to wait august 2023 for the rep to come fix window cause he don't charge. august has come and gone tomorrow and i have not heard from them, but my parts been sitting at their shop for 2 months now. Can you help me?

  Business Response

  Date: 09/24/2023

  Dear ** **********,
  

  we apologize for the delay in resolving your repair issues.  As you know,  the replacement glass was ordered several months ago, ***** ***** was out to make the repair, however, the glass was unfortunately remade incorrectly at the factory. For this reason, we were not able to complete the repair as per the schedule from earlier this summer we now have received the glass again and are waiting for the factory service tech to be here in October to finish replacing your glass. 
  
  Are we appreciate your patience and waiting for this repair to be made. The timeframe has been longer than normal because this particular repair needs to be done by a factory service technician. The factory service technician for our area only visits our area every 2 to 3 months.  This is part of the reason for the amount of time it is taken to complete the repair. We can ensure that the repair will be made and completed to your satisfaction.  We look forward to seeing you in October as per the schedule that was discussed.
  
  Regards,

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

  Window World Lehigh Valley 

  Customer Answer

  Date: 09/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: company has delayed this due to not wanting to pay their own service technician. We don't need to wait for a vendor cause they have no problem fixing the broken if I pay their charges. Pretty pathetic excuse from the owner on why its taking so long. Parts been sitting at his warehouse since July. Lets if they get it resolved in august.
  
  Regards,
  
  *************************
  

  Business Response

  Date: 10/12/2023

  Dear BBB,

  Let this be a confirmation that on Tuesday, October 10. The factory service technician completed the replacement of the glass that was defective.  At the end of the repair appointment ****************** signed off that they repair was completed.  This factory service technician. *********************** also asked if there were any other issues or complaints about the window installation. ****************** stated that he is fully satisfied and there is no need for any further repair. Thank you.

• Initial Complaint

  Date:08/08/2023

  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.

  We paid approximately $8,000 installed for patio door and windows. Regarding the window, I have made numerous complaints about a vibrating noise coming from the window frame after Window World replaced my window. The installer and manufacturer visited and determined that the sash was defective and needed to be replaced. Although the sashes were later replaced, it didn't resolve the issue for the window in question. I followed up afterwards, but my complaint was dismissed and I was told that the sound I'm hearing is "the wind." The sound never existed before the window was replaced, but Window World has regrettably refused to acknowledge that it could be linked to an installation error.As for the patio door, the same contractor who installed my windows didn't install the patio door correctly. I was promised that someone would return to cap it in the spring. I called several times and your secretaries kept saying they would "call me back" and they never did. I also contacted the manager directly and didn't get a response.Desired resolution for the window would be to refund the installation cost for that that particular window since you are unable to diagnose the issue. In the case of the patio door, since you acknowledge that the contractor didn't cap it correctly, you can send someone new out to finish the capping. I'd prefer you send someone different because I'm not satisfied with the way the original contractor installed the window nor the way he installed the patio door. If Window World doesn't want to send someone to finish the job (which they should since they claim there's a warranty), then they should at minimum offer some sort of refund for the installation cost of the patio door.

  Customer Answer

  Date: 09/22/2023

  I have not received any correspondence from the business regarding this complaint. 

  Business Response

  Date: 10/12/2023

  In response to the window, complaint, and appointment was scheduled within the first 30 days following the complaint.  ******************** explained about the noise is coming from the window.  It was explained by ******************** that the noises were intermittent. And random in nature.  It was explained to ******************** that neither Window World, or its not your facture warrantees against noises that are supposedly coming from the windows.  However, an additional appointment was scheduled with the manufacturing representative.  It was stated that it was almost impossible to know if the noises that ******************** said he heard from time to time was actually a result of wind passing over the window, or passing over different parts the siding on the exterior of the home or other parts of the exterior structure of the home.  It was explained to ******************** that Window World and its manufacture would be willing to supply new window panels at no additional cost, however, there was no guarantee that that would prevent any further issues with whistling noises from the outside exterior of the home.  Within several weeks the new window panels were installed.  ******************** continues to hear, whistling noises.  Unfortunately, neither Window World, or its manufacture can warranty against strange, whistling noises coming from the extra home, which cannot be proven to be a result of the window.  It was explained to ******************** that there is nothing wrong with his current windows or the installation.  All products are within spec according to the evaluation that was performed by the manufacturing representative.  
  

  In regards to the patio door.  ******************** was also advised that. His patio door is also within manufacturing specifications..  it was also determined that the installation was also performed correctly.  Window World is not responsible for any extra labor or materials that ******************** seeks that were not included in **. ********* contract.  As a result, no refund will be provided..