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:02/06/2025

  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.

  They replaced all the windows in my home, but one of the windows arrived broken. It has been over three months, and despite multiple follow-ups, the issue has not been resolved.I have contacted the company several times, but each time, I receive a different excuse rather than a clear resolution. Their representatives have been unhelpful and have not taken responsibility for addressing the problem in a timely manner.I am filing this complaint to formally document my dissatisfaction and to seek a resolution. I request that window world replace the broken window immediately, as per our original agreement.I strongly urge others to be cautious when considering this company for their services.

  Business Response

  Date: 04/15/2025

  *****,

  I see that Mr. ******** filed his complaint on 2/6/25. We had the installer go by on 2/10/25 to resolve the issues that they were experiencing. Please let me know if you need anything else from us regarding this complaint.

  Thanks,

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

  Window World of Memphis

• Initial Complaint

  Date:01/02/2023

  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.

  Im a longtime customer of over 10 years and have not had a problem until recently. We called window world several months ago (Aug./Sept., 2022) and they sent a nice man out to look at the windows and we heard nothing after that. We called several times in between and got no results. They said they only had 1 service tech, next time he was out sick. We called again and they sent 2 guys out and one of them said he remember coming here awhile back and still nothing was done. We called them in Nov., to speak to the manager and the receptionist said she didnt know who was the manager and said she would have someone call me back in January 2023.?? I got a call from a lady that acted like she didnt know what was going on and I told her that I thought they made notes so we didnt have to repeat it every time we called. She knew I was getting frustrated and said she remembered talking to me (all of a sudden) and said it was the trim on the windows n not the windows because they dont want to replace them (we bought 6 lifetime windows) and they dont want to honor the warranty. Then she said we have to wait until they have a crew in the area, but she doesnt know when it will be. I told her that could be several months or a year and she said it could be and got off the phone. I dont understand why she would not make it a priority to get it fixed since it has been so long and we keep calling! We just want them to fix our windows/ trim or whatever the problem is. Its a lifetime warranty whether its the trim or new windows. We have never painted the trim or windows because they told my husband that will void the warranty. I hope the manager/owner gets this info and make it right because I will be calling BBB and ***************** next. Terrible customer service!!!!!

  Business Response

  Date: 01/11/2023

  Window World made a site visit Tuesday Jan 10th and determined that the pvc trim coil was peeling back and this is something we've never had happen before on any previous jobs that we've installed over the past twenty years. We do apologize for any miscommunication but at the end of the day, the trim coil is not part of the window itself and is not considered warranted, BUT for this one instance we will contact the customer and schedule a crew to go out and replace the trim coil on two windows that have this happening.

• Initial Complaint

  Date:12/19/2022

  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.

  This business has not provided the window installation services requested by the agreed upon date of 12/18/22. Sales **** ******************** came out and left important details about the order out and lied 3 separate times about price and delivery date. Update was required on 12/2/22 per the business and sales rep with no additional time needed communicated. The sales rep confirmed on the date of the update that services would be completed 12/18/22. When I called to confirm an arrival time on 12/17/22 I was told the business was closed on 12/18. I called the business on 12/19 and was told the request for window installation was pushed to mid January. No updates have been given to me by the business at all at any point theyve said they would reach out. Ive had to call every time after they didnt contact me at the agreed upon time. Theyve offered no compensation and wont provide a refund or cancellation with the delivery of the windows and installation still at least one month away.

  Business Response

  Date: 12/19/2022

  Window World has received the above referenced complaint regarding this customer's assertion that she was told her windows would be installed today, 12/19/22 which is untrue.  The customer did not sign the original contract until 11/9/22 and over the subsequent days corresponding with the office staff regarding her financing paperwork she inquired about some window options including full screens which we discounted at the time; the order was placed on hold until we got the revised contract signed on 12/2/22.  The order is in production and the manufacturer's estimated load date from plant to trailer is 01/11/23 which generally means delivery a few days later.  There are no refunds, sorry; we discount the screens just to appease her but she even hinted at grids which she did not accept at contract pricing.  We will contact customer once the ********************* are in to schedule installation.

  thank you

• Initial Complaint

  Date:09/26/2022

  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 September 10, 2021 we signed a contract with Window World to replace all 12 windows in our double wide trailer at the cost of $5686. We gave them a deposit of $2669. at that time and finished payment upon their arrival on December 2, 2021 . We have complained about the installation of the first window from the beginning and Window World has refused to do anything about that one which was smaller than the original. But the screens and windows were installed and there has been a problem ever since. Several screens were put in upside down and that has been fixed. Two of the screens are bent. The representative from Window World is emphatic that the problem is with the manufacturer and they can't do anything about it but order another one. They have been here 4 times and each time the screen they bring is the wrong size. Surely they could communicate with the manufacturer to send us a screen that would fit. Window World is the one who measures and orders. One of the screens, the edge is ragged where the screen was put into the frame. I have also complained about how hard it is to raise and lower the windows. They sent a man who was over 6 feet tall and very large and his response was, "you just have to lean on it. I do not think I, a 78 year old woman, should have to "lean" on it to lower it. I am filing this complaint because it has been a year since we purchased these windows and we still do not have screens that fit and I still have to "lean" on the windows to open them. I just want what I paid for in working condition. The people they send out are nice and polite except for the excuse that its the manufacturers problem and they can't do anything about it. They advertise that they stand behind and on their product. I don't want to stand on the windows, I just want to keep the bugs out and the fresh air in. I do not understand how they can advertise the Good Housekeeping Seal of approval.

  Business Response

  Date: 09/28/2022

  Window World made a site visit to this customer's home AGAIN to inspect what may be going on with the screens.  There was nothing wrong with the window screens, they are designed with a bulb seal at the top so that the customer can remove and reinstall them and in many cases customers remove them and leave them off.  However, the customer had been pushing them too far up into the screen track creating the gap at the bottom which they do not need to be and were instructed how to remove and reinstall.  The customer was also instructed how to operate the kitchen sink window.

  Site visit completed and completion certificate signed by homeowner.

   

  Customer Answer

  Date: 09/28/2022

   
  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.
  
  Sincerely,
  
  ***********************

  We did NOT push the screen up as indicated by their rep.  They have level out but that was due to the summer heat we assume. Window World did nothing to fix our problems. It was  self adjusting which they NEVER said anything about. Each time the message was we will replace them. Thankful to be done with this company. Would not recommend them.