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:03/08/2025

  Type:Product 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.

  We contracted with Window World for new windows in good faith. The windows were installed well and we love them. We paid them in full as contracted. However during the installation, their installers destroyed (viciously stomped down to the ground) our 20 year old shrubs. This forced us to fix our flower beds. After MONTHS of going back and forth with Window Worlds constant redirection to get to a resolution for the destruction or just flat out ignoring us, we finally reached a commitment for restitution on February 12, 2025with the owner, **** ******. He personally agreed to issue a check for $2,000 that would be sent to us within 3 weeks. After we received the check, we would close the issue with them. Attached is the written commitment from Window World via **** *****. We never received that check and after reaching out to Window World AGAIN on 3/4, they admitted that they never sent the check but would be issued on 3/7 and mailed out. Text Messages with **** ***** ************ Window World is trying to redirect/misdirect, whatever you want to call it as a delay to payment. They are claiming that they cant send us the check until they have conversations with their installers and would get back to us. This is an internal Window World problem and should have NO bearing on when our check is issue. Text Messages with **** ***** attached. This new situation was not discussed when the commitment was made on 2/12 nor were they forthcoming that they didnt send the check and why.they waited for me to come to them. Then they recommitted to issue the check on 3/7 and then said there is another delay. Window World has consistently shown deceptive behaviors throughout this situation and continues to do so in order not to pay what they owe to us.

  Customer Answer

  Date: 03/27/2025

  I did receive a communications from their lawyer late last week, not from Window World directly, asking me to sign a settlement agreement.   After careful consideration, I decided not to sign it in its current form by sent them a revised version with my changes today.   I am now awaiting their response.   
  
   
  
  Should they chose not to accept my changes, I will pursue other options such as small claims court.   I am not sure how to categorize this communication to be honest.  Please advise and thank you for helping me!!

  Customer Answer

  Date: 04/03/2025

  Please **** my complaint - Complaint ID: ******** as resolved and close it out.  

   I would like an email noting this so that if asked, I can prove it was done. 

  We have come to an agreement and will receive our check on Tuesday, 4/8.   

  Should anything change I will reopen the complaint.  

  Thank you so much for helping me! 
  

• Initial Complaint

  Date:02/27/2025

  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.

  Had a 7ft by 5ft arch window replaced over my front door in November 2024. When we received a quote for the pricing of the Window, we were charged for scaffolding. This inflated the price, and no scaffolding was used. I reached out to Window World, and was told someone would get back to me. Additionally, there was some scratches on the wall and window molding caused by the window removal. I inquired about having them come back to correct those things. I was given a number to text my concern to along with photos. I've never gotten a response after multiple inquiries. I'd like to be refunded the cost of the building of the scaffolding that I was quoted and have someone fix the molding and scratches.

  

  Business Response

  Date: 03/07/2025

  We do apologize for the delayed response, and any inconvenience to the customer. We would love to get out there and fix any problems they may be having. We have reached back out to the customer (see attached) and have had no response since we sent over our response to come out and talk about these issues. 

• Initial Complaint

  Date:10/09/2024

  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.

  The aluminum door wrap is not installed correctly and is preventing the storm door from opening. Multiple calls to Window World and they ignore the request and never send a technician to repair.

  

  Business Response

  Date: 10/17/2024

  We received a complaint about the metal trim coil around the existing storm door that was wrapped. We had to pull the job folder and determine if we wrapped that portion because we did not install a storm door on the property. We determined that we did wrap those windows, and then scheduled the repair soon after. The repair was completed on October 16th, 2024. 

• Initial Complaint

  Date:12/06/2023

  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.

  DATE= Was started on 12/1 Amount cost= roughly $13,000 Gave ***** and owed ***** when finished What they provide= fixing patio windows and screens Nature= Poor finish(used old wood) and blocks view Did business resolve?= no, said it would cost an additional $3,000 and threatened to *** if not paid. Want them to finish the job and not cost us the extra $3,000

  

  Business Response

  Date: 12/18/2023

  Our business has contacted the customer directly and resolved the matter to their satisfaction.  The customer has paid their balance in full and now only awaits the installation of re-ordered tempered glass sash units, which we estimate will be installed shortly after the turn of the new year.

  Customer Answer

  Date: 12/20/2023

  
  t**** you. But they. Came thru.  *******. Trisvan 

   

  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. If the company does not perform as promised I can get back to you at: ************************************************************.

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

  
  

• Initial Complaint

  Date:02/27/2023

  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.

  My nail wife contracted with them in 2021 to put in a window one bay window. They came out and measured 5 1/2 months later after lying to us were the winner wasnt being caught in lies. They came out with a window that was supposedly custom-made. It was too small for the hole they sent a drunk installer. It was installed incorrectly and scaffolding sat on the front of the house for 40 days for one day install, I had to demand for the owner to come out. I showed him our surveillance footage of what his guys did. He admitted that it was unsafe, put in wrong and said the next day they would have somebody else to remove it and reinstall it properly, but refused to have a new unit built I had asked could we just return it? It was wrong no reason to build a new one I would ask for a refund minus the cost of the plywood to cover the hole because they have such an inferior garbage product and it would look terrible. I was told no they guarantee would take care of it they would make it look right they be out the next day , my calls were not returned for two weeks. They didnt show up the next day now were almost 60 days into an install process. I told them I didnt want them back out. I wanted the window gone I wanted to refund they said they couldnt give me a refund. I said I didnt want them back out here , they decided to do nothing they offered no refund they didnt want their window back. They admitted that it was done wrong and they never sent a bill for the second half of the contract because they knew they were wrong. That was September 2021 November 2022 they called demanding payment , I demanded that they take the window out and put in what the contractors for reminded them. The contract was not with me, and I was threatened with them going for a warrant of debt. They were nasty they didnt like that I had proof video photos, text messages showing that you could fit your hand between the window and the frame on both sides, and the top shady business stay away

  

  Business Response

  Date: 03/13/2023

  Window World of Richmond has contacted this customer multiple times to complete repair work as described. The product (one bay window) is completely installed.  After installation, the customer was contacted to collect the final balance per contract of $2,513.00.  At such time the customer requested to speak with the owner, noting he had concerns with the installation.  The owner was available and met with the customer at his residence, where he determined that the installation was completed in a workmanlike manner, and was finished as described.  The customer requested ******************************************* install knee braces under the window, which was not necessary, as the product has a cable support system in lieu of any bracing.  Such a request would require a submitted change order, and additional cost associated.  Regardless, we attempted to schedule **************, at which time the customer had refused our crews returning to his property to rectify any concerns. We consider this to be a breach of contract. Furthermore, we are unable to offer a refund on any custom-ordered products, especially if the products are not paid in full, as these products are only appropriate to be installed in the home for which they were ordered.  We are certainly able to complete the job to the customer's satisfaction, however without access to the property or unit it will be impossible to address any of the customer's wishes.  We invite the customer to reach out to us when he is willing to allow our teams back on his property to complete previously noted repair, at which time the remaining contract balance will be due.

  Customer Answer

  Date: 03/13/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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 the offer I reviewed appear below.
  
  

  this response from Window World, like everything else has, which has been proven in the packet that I sent you is a blatant lie. Their owner did come out after their installers were gone, and as you can see in the pictures, they say that the knee braces were not required yet even with the knee braces and the cable that they said was enough the window is falling out and hes not level on top of that their owner when he came out said this was improperly installed. We can fix that tomorrow and they never showed back up. They called me back after ignoring my phone calls for two weeks to schedule it and I said I am done with you guys. Then they waited over a year before they contacted me again wanting the rest of the payment for a job that was never completed because its not completed correctly . They are full of it. I look forward to going to court with them at some point because I wanna judge to see just how terrible it is. I want the judge to see the video evidence of their owner in my home, saying it was done wrong. I would like a judge to see all the text messages back-and-forth, but the Better Business Bureau hopefully is not fooled by the smoke and mirrors of this completely unethical terrible company , they just said theyre not gonna fix it. It was determined to be done right its not done right I want it ripped out and it will eventually be ripped out and replaced by a reputable company which is the only option left. I do not want their installers back notice they didnt even mention the fact that they sent drunk installers out and it took 40 days to do it wrong  and they lied about what their owner had to say about it in short. No, I dont accept their answer because they havent offered to come out and fix it. I told them in the last letter that they have not replied to that I would give them one last chance to come out and put the proper size in not one that has two or 3 inches on either side now you see what Im going through they didnt measure properly they tried to make it fit. They didnt level it its falling out. Their owner said all they need to do is rip everything off around it and tighten the cable. Oh the cables that they cracked several bricks trying to get into , the cable that clearly isnt holding it properly. Its now held in by a cable and knee supports which I paid for the extra material for and then didnt get what I was promised that their sales person promised and their installer said would be no problem and didnt happen. The bottom line is the window is terrible. The company is terrible  and they knew it thats why after their owner came out and admitted he would take it out and put it back in and I said I want the right size window and he said no will make it fit. Itll look good. My guess is when he spoke to somebody who knew what they were doing  it couldnt just be made fit or they wouldve been out the next day like he promised and fix it fast forward 14 months is the first time they ever asked for payment. They have not completed the job because its not right as far as Im concerned its not complete , if its not placed in their level, its not complete if my curtains still move when the wind blows outside, its not complete when the main picture window portion fogs over every day, but none of the other windows in the house do and the side windows from the same unit dont fog over so clearly the picture window is leaking and not sealed properly. The shingles that they put on do not hang out far enough and it dumps water right down the window when it rains , in short, it was never properly done from any step of it and if they had done it right, they still owe me a huge discount for the amount of time I had to takeoff of work I like how they did not address many of the things in the complaint and they lied about the things I did address it is not properly installed not by anyone that Ive had look at it, and I didnt only have their competitors look at it  Ive had other work done on the house and the county inspector say its not installed right it looks terrible and it needs to be removed and put back in to get right which is exactly what the owner said. Now theyre turning around because they are trying to trick me into just paying them and being afraid to go to court Im not afraid to go to court I have the pictures you have the pictures look at those pictures tell me why  it took the scaffolding to keep holding it up. They never went back. They just removed that scaffolding the day of that picture they took the scaffolding out and it has sat just as crooked since then so now I reject them claiming that its done. I hope that the Better Business Bureau will give them the absolute lowest rating possible  and I will continue with my complaints everywhere that I can to protect other homeowners from the shotty work that Window World does. I will admit even if it was put in right I wouldve had buyers remorse because it is a garbage unit made of cheap materials that is ugly, but I wouldve sucked it up and paid for it  because thats what they offered and theres no way to prove one way or the other they offer a garbage product and I dont want it. I asked for entire refund and I asked for them to remove it multiple times over the 40 days that they had scaffolding up on the front of the house  they kept saying will send another crew will do. This will do that when finally, they sent their owner out it was only because I said I want to take it out and I want a refund and they said Im sorry we cant do that. I said that I need to talk to the owner they never sent anybody out over a 40 day install of one window, never sent the supervisor or the owner out until after their installers took the  scaffolding down, left holes in my roof from it because it was quite windy while it was up I have since had to replace shingles patch holes in the plywood mostly with caulk I have considered hiring someone else to fix their window, but I am not paying them for a job that was never finished  so in short and long anyway you want to look at it the owner of the company stood in my house under audio video surveillance cameras, and said this was not put in properly. We can have somebody come back out tomorrow and remove it and reinstall it properly to which we said, OK we will give you another chance and he said youll give us for five or six chances whatever it takes. At that point I will admit I was not happy and when I didnt show back up the next day , I was almost relieved because my plan was to just call ******** and put it in but ******** was nice enough to tell me I may have a legal problem with them and it would be best if they dont remove the window until that is resolved and then they sent somebody out anyway  to tell me exactly what the county inspector told me its not there its not safe dont sit on the windowsill. Theres no guarantee that things not gonna fall out. *** had several carpenters here who all point out that the amount of wind that comes through there proves theres no seal , some of which were not here to do the job and said they would not take on that job. Most contractors. Dont like to clean up somebody elses garbage. You have piles of information in front of you look at it and then write Window World properly for the garbage work that they do for their predatory practices for coming after a person thats not on their contract , how many different complaints do you wanna make out of it? I imagine it could be broken down into 20 or 30 different complaints about a complaint for sending a drunk person out to work on my property in a truck that was labeled Window World how about that drunk employee calling me up after I reported him  nothing about this process has gone right they receive $2500 plus to start the project half upfront the window that showed up was clearly damaged and should never been put in the first place because it was already leaking on the picture window portion of it the sashes, which you can see in the pictures are not level because it was not installed properly  and they were answer that their owner determined that it was installed properly is totally wrong. If he determined it was installed properly. There wouldve been no reason to send somebody back out the next day or ever they double talk in their own answer theyre saying that we asked for extra things that werent in the contract then why are they on the house , they didnt properly put caulking around it. They didnt properly shim the window when they shouldve cut pieces of plywood to go in the huge gaps on the top and the sides. Instead, they stuck the window in not level use screws and spray foam we dont even put decorations in the window that way more than 1 to 2 pounds because were worried that its going to cause the window to fall out , the resolution is for them to come and remeasure put a quality window in brand new kick the piece of garbage they put in originally out put it in properly have it level and yes I will have the county inspectors out here before they cover it over and as long as the county inspectors are happy with it, I will pay them on completion  but I will not any other way and I will still be unhappy with it because Im sure theyre going to use the same cheap garbage that they used before no company does a job and wait over 14 months to send you an invoice and actually they didnt send me an invoice until January 2023 to pay they called in November threatening to go to court  which is 14 months later they actually didnt send the invoice until it was 16 months after theyre now claiming it was done. They didnt send the invoice cause I knew they never finish the job. Im sorry to hurting for money but I can see why so the only acceptable resolution is to measure and put in the proper size window, do it correctly and have it passing inspection by the county building inspectors  then they can have their $2500. If it doesnt pass inspection by the County Building Inspectors, they can rip it out and do it again and again and again and again and again, and if its not the right size window, Im not paying and every single time after this last chance, I give them they have to take it down and I have to be here to watch. I think $200 should come off of the price  already 40 days is ridiculous. If you need letters from some of the other contractors, I will gladly provide letters saying it was done wrong but the pictures that I sent you already show if I was over they say thats the way its designed funny no other window in my house does it  I can list 20 things that were done wrong. I just want one thing done right the properly installed window and I want the window that fits they failed to do that. They failed to be honest with me. They tried terrible tactics like sending me a letter giving me five days to reply, and then holding it so the postmark wasnt until five days after  they put postage on it and dated it

   

  I fully realize that in their eyes if they have to do it properly theyll lose money I fully realize that the window itself at their cost to have a new one built that doesnt leak the correct size its probably gonna cost them over $1000. Thats not my problem, if they done the job right the first time as advertised it wouldnt cost them that Im sure that the labor to tear that thing out and put it back in its probably gonna cost them another thousand dollars since theyll need multiple workers again not my problem, but theyre not going to put that window back in or reposition that window. They have already admit it is the wrong size to my face. They have already admit it was improperly installed. I hope that was a detailed enough answer. No they havent offered a resolution. They tried to put blame back on the customer, but they cant show a single piece of proof that they tried to get money at the end of a job because they were well aware that it wasnt finished. They waited 14 months after their owner was here and promised to fix it the next day after they didnt show up the next day to do it, and they ignored my calls to be exact calls and texts for a full 11 days and then called back and said we want to schedule a time in the future which was months out at that point to come and finish the job when it shouldve been a priority to fix what they screwed up first before they take on new jobs 14 months without saying anything about payment because they knew they were wrong. Then the first mention of payment was were gonna take you to court if you dont pay this and I said youre not done with the job they were quick to say when you told us not to come back on the property  and I said yeah, I told you to hire somebody reputable to finish the job or to replace pull it out and replace it because you couldnt go through with what you promised and then *********************** up on me after she told me never to call them again that was November mid November right before Thanksgiving as a matter of fact of 2022. The next thing I heard was their fraudulent mailed notice dated 26 January which was the first invoice I ever received and more threats to go to court , I replied to that with the package that I sent to the Better Business Bureau I certified mailed it I faxed it and I emailed it including a copy of the envelope showing that it was not mailed until January 31. Therefore, my reply was within five days of their mailing it on the day, I received it , Ive heard nothing from them cents. Do you have a letter for me? Do you have the letters from them? You have my notes my proof, my pictures make Window World pay for this, protect all of the other consumers out there and make sure that they are aware that Window World is a fly-by-night fraud , it may be does OK with simple replacement windows that any 13 year olds could do or at least OK enough so that the homeowner is unaware but they are not skilled enough to put in the super low quality custom bay window that they promised I look forward to court only because they will have egg on their face when I showed the rest of my evidence to include audio video surveillance of their owner saying it was done wrong, and he was fully aware, although not legally required  that he was being taped because he just watched audio video evidence of his guys installers that is showing up and doing nothing sitting in the vehicle for several hours and leaving or doing 20 minutes worth of work and leaving it was amassed over the 40 day. Did my one day install took  and resulted in not being done correctly or complete. ******* at Window World should be on unemployment because she clearly lies to the customers. Shes lied to me over and over again and then when I tell her that I catch her in a lie oh I wasnt aware of that. Well, then why did you tell me this , the owner maybe he just seems like a shady used car salesman from the ****s and hes a nice guy but hes allowing his company to be running to the ground. Im not gonna be part of that I put in the complaint you have this I will continue to complain about them  until the day I draw my last breath or until they fix it but lets be honest theyre never going to fix it they dont know how to fix it they dont know how to do good work that is obvious all they know how to do is get quick money and hope that the person doesnt realize what the problem is  they figure the house will either be sold or the homeowner can be snowed into believing that something else caused the problem and then it wasnt the fault of their installers or their inferior product. Ive already spoken to the courts once they threaten the first time and a warrant in debt is only good for 20 years. Im not going anywhere Im not leaving my home, so even if I lose , it would be a wasted effort for them, but they havent filed in court because they know theyll lose and they know Ill counter *** for the damages. Theyve done which in all honesty is higher than what I paid them so far Im sorry that we have to be having these conversations , but scammers live everywhere and clearly theres more than a couple at Window World 
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************************
  
  
  
  

  
  

  

  Business Response

  Date: 03/28/2023

  Window World of Richmond is pursuing a court action against this customer.  Per counsel and company policy, we are not permitted to discuss this matter further in a public forum.

  Customer Answer

  Date: 03/28/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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 the offer I reviewed appear below.
  
  I look forward to showing what a crappy company Window World is in court. Theyve continued to threaten this while they continue to not meet their promises. We have on tape, audio and video, the owner admitting that it was crappy work and promising to have someone come out immediately to fix it. We have the text messages and the calls from where they ignored us afterwards we look forward to court because after we win in court or for that matter if I lose in court, somehow, which is impossible I am going to spend triple what theyre asking for Just to let everybody know what a garbage company they are. They did terrible work they did damage to the house. I look forward to them filing in court, because I will file a counter claim for repairs on everything they did wrong, and for the cost of having somebody else remove the product that I asked multiple times they remove and cover with plywood , they have avoided answering the Better Business Bureaus question by giving non-answers but lets not forget as I will use in court. Their last answer said that no more payment would be due until after we contact them and they come out and do the repairs it said the payment would be due at that time. Well, we say they broke their contract , they havent done the repairs in a timely manner. They did not do it in a proper or professional manner originally so it seems like I can except the last one by never contacting him again and never owing them any money they said payment will be due if we contact them to do the repairs upon the completion of them redoing the install  They cant redo an install for a window that doesnt fit because they screwed up in the first place, so when they contact me to send out somebody to properly measure this time and they order a new custom built window and come and install it properly this time and it passes inspection because I will pay the County to inspect it. Then I will pay them the balance until then what I have is a piece of garbage hanging out of my window that they have said I do not owe anything until they come back out. Read their last response  Money would not be due until they come out to fix it which makes absolutely no sense since they claim it was done right in the first place I do not feel the Better Business Bureau is threatening enough for them but the Better Business Bureau saw the same pictures that Window World is saying that the court will see the difference is he only saw half of what I will show to the court , Im just very disappointed that such a garbage company is still in business 
  
  Regards,
  
  ***********************************
  
  
  
  
  

• Initial Complaint

  Date:02/09/2023

  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.

  We contracted with Window World in March 2022, we were scheduled for a window installation in August 2022. There was no oversight of the work by the project manager of the subcontractor, who only visited the site occasionally throughout the day. Per contact, the work should be completed in full within 14 days of work starting. It is now February 2023, and our job is incomplete. We have incomplete framing, warped screens, and amendments to the original job have been rescheduled numerous times. After having a contractor show up in January and ask us where materials, which were re-ordered due to problems with installation, should go (we have 34 windows), we escalated our ongoing issues to management. Management came out shortly after, reviewed the work, and agreed that the quality of work was below their standards. They also noted ending the relationship with the subcontractor for our installation. Management promised a "change order" to reflect the outstanding work, additional repairs, and replacing the flashing on all 34 of our exterior windows. Since then, we have experienced another re-schedule, and when we requested the leaks in the windows be addressed in the interim of complete repairs, we received no response. Since then, we have had to ask multiple times for the change order. We recently received the change order, which did not include all repairs discussed with management during their site visit. We have tried to contact Window World every day since, and we have received no response. They have not returned any of our messages. We inquired about their bonding information which we have not been able to procure or get a straight answer on. We were hopeful the meeting with management would have escalated our issues and prioritized our project that is well past the ************************************************************************************ return of messages, that does not appear to be the case.

  

  Business Response

  Date: 02/09/2023

  Good afternoon - 
  
   Our general manager sent the work change order to Mr/***************** two days ago, 2/7/2023. I spoke with **************** and went over the dates; they had to be rescheduled from 2/4 to 2/18 (the original date that ***************** said she preferred via text). I offered to have someone out Thursday, 2/2, and also Friday 2/3 to take care of the air leak she is referring to, but she was not available due to meetings, she stated. She also mentioned not wanting to take any more time off of work for weekday appointments. We ended up keeping the date for the 18th, as she requested. The installation is complete, but the customer wants cosmetic issues addressed (calking, re-wrapping the windows, and adjusting some screws). As of right now, all we are waiting to do is go out and handle the services that need to be rendered. She is scheduled, and we've offered earlier dates, but she refused all via text. Nowhere on our contract does it state the work is to be completed in 14 days. Our contract states 180 days, all 34 of her windows are installed. The work needed to be done is considered post installation services. 

  Customer Answer

  Date: 02/09/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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 the offer I reviewed appear below.
  
  In reference to the series of falsified information that was presented to the BBB by Window World, I would like to respond. I have uploaded the text messages and the contract. 

  The contract: 

  First paragraph-- states verbatim "work will be completed within fourteen (14) days from the date work is started. At the end of the second day of installation the -- the following remained to be completed:

  Missing a window/screen that was not ordered, completion of the basement (it was never framed out), framing the transom, and cleaning up the work site. There are visible hands on all of my walls from their work. I contacted my sales rep during, after, and ongoingly to get a walk through which also did not occur in the 14 day window. This work was never completed in full within the 14 day window, and beyond that. These issues are not purely cosmetic-- the work still remains to be completed in full as committed on the contract. 

  Second - beginning on January 20th, ******* requested Bek to come at 2/4. Though I had initially given her two dates, she selected one which was 2/4, and I said i was fine with that date. That by no means equates to Window World has been scheduled for both 2/4 and 2/18 and that have our permission to change our schedule as they wish. It is not my responsibility to communicate, schedule or confirm appointments, that is the responsibility of Window World. This is an oversight on WW part -- it is their responsibility to confirm and follow up on these scheduled appointments in a timely manner. 

  As you see in the records, there is no instance which I state that I am not accepting work during the work day. However, my virtual position is such that I am often in pre-scheduled meetings most weeks. With this in mind, I have to intentionally block time off to have a contractor come out and bang on my windows-- that cannot be done in a 3 day turn around. This holds true for most of our life-- we plan and schedule ahead. 

  In addition, it should be noted that there has been no verbal refusal on record to getting the work completed in a timely manner with an ample notice, and a contractor who shows up prepared to do the job. To say I "refused" to schedule implies an unwillingness to schedule the work. That is not synonymous with availability to have contractors at my house during the work week, or with one day notice. 

  In addition, within the texts you will see that I requested the work be completed early given my commitment to have contractors over on 2/4. When that was not possible, i inquired to have the leaks at least amended in the interim as during my visit with management these were reportedly easy fixes. There was no offer to fix the leaks on 2/2 or 2/3 as Window World implied. That unfortunately is false. She did however tell my husband she forgot to hit the "send" button when we called the following week. In other words, this information leading up to 2/4 scheduled date was not mentioned to us. 

  We also inquired about the addendum, and were told they would follow up. I had to ask again. I never received a response. We contacted Window World on 2/6, 2/7, and 2/8 on the phone and left messages. No administrative or managerial staff returned our call. When we requested the bond, "******* was in the back" and did not return our call. When we called again, she was unfamiliar with "bond" and was not able to procure that information and passed us over to her fiance, ****. We never got an answer to our question regarding the bond on Monday, nor any follow up the days following. Our question was dismissed, but we received the "punch list" at 6PM on the 6th (after work hours for WW, so no ability to communicate about this). That punch list A) is missing the committed elements, B) does not have either of our full names correctly stated, rendering it contractually meaningless. After attempting to call twice to request amendment to the punch list, we  followed up via email asking that the punch order be amended to align with what was committed to us by management (screens, basement, ect.). We have not received any email response from management. We also sent a follow up email today. 

  We have requested a bond which covers our project since 2/7 which no one has willingly provided. Should there be such a bond, it is our right to that information. 

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

  
  

  

  Business Response

  Date: 02/13/2023

  She is correct; it says the work will be completed within 14 days from the date work started - however, at the end of that sentence it includes "weather and supplies permitting". We had to order new items for the Barkers, being that they have customer-colored **********************, there is an extended delivery time for those products. We just received these products in at the end of December 2022. The Barkers were out of town when I called to initially schedule the appointment. They called back and  for the dates of service - 2 dates were given, 2/4 and 2/18. I mistakenly offered 2/4. I corrected myself with **************** about the 18 (the date she preferred) however, since they already marked the 4th down, I scheduled Bek out. When I returned back to work, the installer had taken the 4th off. I reached back out on 1/31/2023 and told them about the date needing to be changed. That is when she asked if we could get someone out sooner to take care of some of the adjustments needed, I offered a few dates, all as to which she was not available. She has confirmed the 18th with our Sales manager. All work change orders have been emailed. As far as the dates that were offered where she was not available, please see the text screen shot where on 1/31 AFTER I explained that we would have to push the service appointment to 2/18, I offered Thursday of that week, which was 2/2 and she declined saying she had 4 meetings and Friday (which would have been 2/3) was not any better. I did, however, forget to press "send" when she texted me after hours asking about the addendum. Since I had already said that no one would be open to take care of the adjustments, i assumed that **************** already knew no one was coming on 2/4 being that I specifically said the installer had something come up on 2/4 and we needed to change the date to 2/18 as you can see in the text. 

   

  We are scheduled out Saturday 2/18 to take care of the services needed to be rendered for the Barkers'. 

• Initial Complaint

  Date:08/25/2022

  Type:Billing 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.

  Window World has contacted me twice with threats of lawsuit for non payment. All payments have been made. They lost a check and another one was issued and cleared my bank. They still threaten lawsuit even when they have all payments.

  

  Business Response

  Date: 08/29/2022

  ****************** stopped payment on his check for his final balance a few days after we collected it. The stop payment showed him still owing a balance. When this was noticed, we attempted to collect on this as usual. We resubmitted the check; this payment went to his other account by error, still showing an open balance on the one account he stopped the payment on. Everything has been settled, and ****************** owes a zero balance. There were so many different issues when he stopped payment. Everything is rectified.