Complaints

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

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  Window World Of Altoona, Inc.

  114 Vision Dr Duncansville, PA 16635-8175

• 

  Window World Of Altoona, Inc.

  764 Plaza #4 Rt 764 Duncansville, PA 16635

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:10/05/2024

  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.

  On Thursday 03 October 2024 I had a scheduled appointment to put 5 new windows in my house. The workers came and right away they complained that the window order was wrong. They stated it said three windows downstairs and two upstairs. I never said that. The sales man ********* ***** came out and measured them himself. Then they looked at my upstairs back window and stated they were not going to do it. They would do 4. Then two hours later the lead *** *** I think his name was that Said now we are only doing two since he had knee replacement surgery and the other person couldn't climb the ladder. S 6 hours later they only put two in. My complaint is why were these guys working if they had all these medical issues. Now I have to open up another day so they can maybe put the rest in. I feel I shouldn't have to pay for the installation since it wasn't my fault and very unprofessional conduct Thank you for your assistance ***** ********

  Business Response

  Date: 10/07/2024

  Good afternoon, we do apologize for the inconvenience and mishap on this project.  We have called and confirmed with the customer the stated issues.  This will be handled by a different crew (based on the scope of work) and confirmed a new date for installation of the remaining three windows (October 29). 
  
  This particular project is a second/third story installation that requires a lot of ladder work and removal/reinstallation of siding and exterior elements, which means most work occurs on the outside of the home.  This is not outside the scope of work of our installation crews. When the removal/finish process takes longer than expected, we typically have to reschedule for these reasons.  It is unfortunate that this could not be done on our first visit, but we will finish this on our next. Retrofit windows into existing openings differ based on application and this is why we always aim to make sure projects are done in a timely fashion and in the least amount of trips as possible
  
  Our contracts do not have an "installation" cost associated to them, but we do have line by line pricing for a total including: windows, exterior finish, interior finish, misc labor, etc.  We can certainly entertain a discount for inconvenience when the windows are completed. This install is particularly difficult and for those reasons an additional date must be added, to which the customer agreed.  We do apologize, again, for the inconvenience and hope when the windows are completed we have a different outcome than our first trip. 

  Customer Answer

  Date: 10/07/2024

  
  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,
  
  ***** ********

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 with Window World rep on 7/6/2023 for 2 entry doors and 2 storm doors. $8291.00
  first installation was 9/13 to front door. Had to reorder the two back doors.. On 4/9/2024 spoke to office about the front storm door hinges being loose, can see air through them. After 2 phone calls, started emailing them. I will attach a copy of the emails. NO RESOLUTION TO DATE. I have paid a large amount of money for a nonfunctional product.

  Business Response

  Date: 07/26/2024

  Good afternoon, 

  We do apologize for the extended delay as we had many issues with the request to the manufacturer (Larson) in regards to the issues that have arisen since installation.  We have worked diligently to exceed all expectations in order to remedy the issues addressed.  We are awaiting parts and materials from the manufacturer, that are due on August 9.  As soon as this is received, we will inspect and confirm the order.  The following week, as long as everything is received, we will call to schedule with the customer as originally requested.  

  The original service request was in April 2024, we inspected this on May 15, 2024.  We submitted the claim and were waiting on the manufacturer to relay the aforementioned parts/products.  The order is due on August 9th.

  We do understand that the time lapse is not optimal for both parties, but the steps to remedy the issues have been made and we will do our best exceed this as soon as we receive product from the manufacturer. Thank you. 

  Customer Answer

  Date: 07/26/2024

  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.
  
  This does NOT address the slider window in the kitchen on the same complaint that was addressed by Perry and does NOT explain why there has been NO contact whatsoever, even to explain the lateness. I will be satisfied to close this complaint when the work is done satisfactorily, not before.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:03/29/2023

  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.

  Every window installed was damaged or chipped. Multiple calls regarding the fact we could not open all the windows because we had to wait 6 months plus for them to install the hardware.
  All the metal trim has finger marks that won’t come off.
  The sales person I have my deposit died and no one contacted me.
  After not being able to contact him I had to call and then repeatedly call to see when my windows were being replaced
  They came and said they would call agreed all windows were damaged
  The caulking is the worst I’ve ever seen and they got black caulking on my patio furniture and the brick on my house as well

  Business Response

  Date: 03/30/2023

  Window World of Altoona and ****** ******** entered into a contract on March 7, 2022.  The contract was given an approximate start & completion of 22-26 weeks (as written on the contract).  We received product in the middle of September and an installation date of October 3, 2022 was set.  After the original installation, the customer requested a different colored caulking to match the exterior coil color (black).  We returned on October 14th to address this concern and finish the installation.  We had also noted there were a few windows missing balances (in order to properly operate the windows).  We did receive a completion certificate signed by ****** * ******** after the second installation date. 

  We attempted to make a trip out on October 26th and no one was home to reconcile this issue.  We then returned on December 13, 2022 to remedy this issue.  We then discovered there were tilt latches that needed replaced.  Once reordered from our manufacturer, we attempted to again replace on February 1st and it was determined that (again) we had received the incorrect latches.  We made an additional attempt on March 1st to again discover the incorrect tilt latches were ordered.  

  Supervisor John visited the customers home on March 24th to document any and all discoveries from the job.  He noted there was caulking smears on the parts of the exterior capping, there was black caulking that had been (accidently) adhere to one bottom seat cushion, and a few windows that had scratches on the interior frames of the sashes/main frames. 

  We are still seeking to remedy all issues on this job and will continue to service until customer satisfaction has been reached.  We will be in contact with customer as we receive word back from our manufacturers on next steps to remedy the situation.  

  Customer Answer

  Date: 03/31/2023

  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.

  I was out of town when the job was completed, and my husband was told he needed to pay that day.  I was out of town and who the contract was with. I communicated with Paul on 10/6 and sent pictures discussing the unhappiness and issues.  No one communicated on 10/26 they would be coming, and we were not home due to the HUGE lack of communication.  I have all text messages to Paul asking when they would resolve the issues, tilt latches were one, but 3 windows could not be opened due to the balances not being installed.  I have had to contact repeatedly to see with no one ever reaching out or until 3/26 coming to look at the issues.  I would expect when someone pays 15,000 for windows and have serious concerns someone would call or come out.  For 5 months I have felt like no one cares about the poor quality and communication. They have come repeatedly to install the tilt latches, once for the balances. I can provide all text messages which show me repeatedly reaching out to see when this would be resolved.  I did cancel once because my son had covid and didn't want to expose the workers. 
  
  It is nice that someone finally came to see all the issues on 3/26 but the timeline and lack of response to my complaints has been poor.   
  
   
  
  Regards,
  
  
  
  ****** ********

• Initial Complaint

  Date:11/29/2022

  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.

  On 9/15/22 Paul from window world of Altoona
  Came to my house to look at a door a window broke in. He quoted me $3070.00 he said have down today I gave him $1540.00 the air was so cold so I called my nephew who went to the Long Barn in Ebensburg he bought the glass for $108.00 and didn't charge me anything. I've called this Paul he is very rude and does not want to give me a refund. Please ask him to do so his number is ###-###-#### sincerely,
  ******* *******

  Business Response

  Date: 11/30/2022

  Mrs. ******* entered into a contract with Window World of Altoona on 09/15/2022 (Signed by both parties).  The contract states an approximate installation date of 12-14 weeks.  The contract specifically states the buyer has a right to cancel their order at any time prior to midnight on the third business date at the date of this transaction.  This is a custom order for the customer's home.

  We called on 11/21/2022 to inform Mrs. ******* that we had her door and would like to install her door on 12/02/2022 (11 weeks post contract agreement).  Mrs. ******* confirmed this date and specified only if she was able to make payments post installation.  The following day, we received a call from a family member of Mrs. ******* to cancel her door and request a refund.  Reason being they had fixed the current door that we were replacing and no longer needed the door.  We expressed to them that we are unable to do so as the door had been made custom to her home, and we have received (and paid for) her product.  

  Options given Mrs. *******: To install the door as originally requested via her contract and pay the remaining balance post installation.

  OR (according to #4 Additional Terms and Conditions on the back of the contract) Mrs. ******* would agree to pay Window World of Altoona the difference between the estimated labor and material costs, and the agreement's purchase price. 

  These options have been relayed to her via phone by a Window World Representative and she requested confirmation with her lawyer prior.  All documents are available.  

   

• Initial Complaint

  Date:11/19/2022

  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.

  Wong color windows ordered/installed. Poor quality workmanship at best. Poor communication from management. Two no-show appointments with lead installer costing 2 days off work. Owner Christian lied about fixing color on window exterior multiple times. Ordered and installed too large of door resulting in removal of jack stud support. Excessive sharp shards of wood, screws, nails, and staples found around exterior perimeter. New door keys and vials of paint left under papers on floor no communication from installer who simply left. Wrong color exterior trim on door in spite of at least two conversations about the color which led to another 3 weeks of waiting to get it and they still installed wrong color. Wrong size windows (3) after three visits from brain dead salesman (Rick) and 3 conversations. 5/8” gap next to block wall on window installation. Unprintable silicon used on interior. 2.5” crack and over a dozen worm holes in oak trim in bow window. Chopped a 12 year old cherry tree in half without permission and no offer of replacement. Fired Window World end of July 2022, spoke with financial rep who acknowledged all these comments in computer system heard nothing for months, then receive a letter threatening legal action against me from owner Christian in November! Requesting FULL REFUND.

  Business Response

  Date: 11/22/2022

  Entire job is complete.  Contract is reflecting work that was performed.  Mr. ******** expressed he had wanted beige windows, the contract did not reflect this.  A solution was given at the first window installation on 12/2/2021.  Customer agreed to changes and also the color of capping for the exterior windows (monteray sand).  We also added light oak trim stops (not on original contract).  The cherry tree was in front of the existing bow window that was removed, and then reinstalled the new bow.  Customer's were aware the tree had to be cut in order to remove the window and install the new one (otherwise the window would not be able to be installed).  Three windows were ordered incorrectly and reordered (due to changes made by the homeowner, after the salesman's visit).  The door/windows were not expected to arrive until March/April 2022.  We made it back out in May to install the door.  The door was installed around stone (mortar/concrete), accommodations were made for removal/installation of new door.  We made multiple trips to finish the mortar exterior around the door and bay (both were surrounded by stone facade & mortar).  Door exterior mulls were fixed and replaced (wrong color).  The last three windows were installed on 6/23/2022, concluding our work.  At that point in time, there were no complaints or admissions of this until now.  A contractual agreement was signed by both parties and all work has been concluded.  

  We can certainly rectify any issues associated with the installation of both the windows and doors.  There will be no refund offered for all work being completed according to contract.

  Customer Answer

  Date: 12/17/2022

  ****** ******** *******
  
  
  
  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.

  No fix for wrong color windows ever occurred. Complaints were made and noted by operators every step of the way. The statement that no complaints until now by window world is a bold face lie. Their own financial lady admitted to me on a recorded call she could see multiple complaint notes on my account. The owners were to contact me every time I called to complain and NEVER called. Poor quality workmanship does not qualify “completed work”.  We are still trying to repair window world’s garbage installation.  Non-paintable silicon on interior surfaces and leaving unstained areas of previous hardware is not proper installation nor quality workmanship both of which window world promised. Most importantly window world promises satisfaction and I have non been satisfied with the experience at any point.  There is still a piece of flashing/coil that was promised by lead installer John who no-showed us twice, did not return calls, and removed framing to install the wrong size door.  These people have no idea what they’re doing and should not be allowed into homes.  I have received private messages from others whom I do not know stating identical experiences with window world.  I would consider resolution of our relationship if they send a letter of apology  and accept monies already paid as payment in full: account zero balance.

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

• Initial Complaint

  Date:07/23/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 early November of 2021, Window World of Altoona installed siding on our house at a cost of $11,900. This was for job **********. During installation, the company representative onsite asked if we would like old attic vent removed and replaced with new one to match siding. We said yes, and he instructed siding crew to remove old vent. He asked if it would be alright to cover over hole with siding until new attic vent arrived. Again, we said yes. Representative indicated that as soon as new vent arrived he would have it installed.
  
  Multiple issues on job were not completed correctly. I photographed and emailed to company. They came out and fixed all issues (except attic vent). Company salesperson who initially sold us siding job came to review job and to get our sign-off on final payment being processed. Since the only thing remaining was attic vent, and since the salesperson indicated that would take some time to get in, we felt it was fair to go ahead and sign off on completion of payment. We signed Completion Certificate and just noted on it attic vent needed installed.
  
  It is now late July of 2022. Numerous phone and text requests for Window World to install attic vent have not been successful. We were told it was on backorder, then that it was sitting in the office, then that we were on a list of services to be performed. These few examples do not represent all our efforts at getting this finished. Since we paid Window World, we have had zero success getting the attic vent installed.
  
  The house has sat through winter and summer without proper attic ventilation. We want Window World to come immediately and install the attic vent. We want it installed properly and in a workmanlike manner without need for additional wrangling, pleas for action, or need to take photos and ask for work to be redone.