Complaints

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

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  Window World of Roanoke, Inc.

  6490 Commonwealth Dr Roanoke, VA 24018-5159

• 

  Window World of Roanoke, Inc.

  20438 Lynchburg Hwy Lynchburg, VA 24502-4074

• 

  Window World of Roanoke, Inc.

  PO Box 21858 Roanoke, VA 24018-0187

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:01/20/2025

  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.

  21 windows replaced 2/2024 about 18k in cost for the windows. They destroyed wood, didn’t caulk, and halfway foamed some windows and covered it all up with aluminum. I questioned them over and over during the install. They came to my home about 20 times and tried to convince me water coming in the window casing was my new roof, my heat vents- not running in the summer, and my basement, you name it they tried it with many other scenarios in the home. One manager talked so hateful to me and he said he wouldn’t fix any of it and actually had to be banned from my house after 3 trips of nonsense. The other employees even acknowledged how he treated me and how bad the windows were installed. Then the owner said I would have more condensation in my new windows and that the energy savings I wanted wasn’t really what I was sold by their representative. I could go on and on about the ongoing 6 month situation. However I will be fully committed to making sure that other people are not done like this in the future. I gave them many opportunities to do the right thing. They even said they fired the entire crew who did my windows… but this is a roof leak? Condensation? A basement issue? A heat vent issue for windows that don’t even have a heat vents near them? I”ve never ever heard this many excuses and acknowledgement at the same time. I was told I was polite, accommodating, patient, but had a strong personality. Also was told I’ll know if more water comes in the walls if my tile starts to fall off. ??. I have wood that was destroyed, pain peeling, and mold coming in around the bottoms of my windows inside the house. I asked after all the months of trying to get the windows stabilized to not leak for half the money back and for us to split the cost. I was offered 1000.00 and told they did more to fix the issues than they even should. Theres 300-500 photos they have as do I of the damage. The owner and managers try to make me believe scenarios that aren’t possible.

  Business Response

  Date: 01/28/2025

  BBB Complaint # ********Dated: 1/21/2025Complaint information:******* ******* *** * **** ****** ******** ** *****I am responding to a complaint made to the BBB of Western VA about a window installation that we did at her house.   I will start by saying that we thrive to give all our customers the very best products, installation and service possible.  We failed to complete that very important task, and I am sorry for the issues and inconvenience that was caused.  We tried to listen to her concerns and address each of them as professionally as possible.  I understand that she says that a couple of our employees were rude to her and dismissive of her belief that these issues were coming from a leaking window, but a person should not be considered rude if another person has a different belief or opinion than you.  After talking to each employee that was involved in the work at her house, the employees that Ms. ******* referenced said that they did not mean to come across in any disrespectful manner.  All they did was offer a professional opinion in which she was very dismissive as she had already made up her mind of what she felt was causing the problem. We investigated the issues that caused her concern and determined that there were some legit issues that we needed to inspect.  We agreed to schedule a time to further inspect and repair possible issues.   She was determined that water was leaking in or around a window in her back bedroom.    We respect her opinion as to why she thinks it was the window installation that caused a leak.  She should also respect our professional opinion, after all we went back several days to look for potential problems.  We worked with due diligence to confirm that only one of her windows had the “damaged wood” issue that we found on the preliminary investigation.   We also worked to find any other window that may be in need of additional foam and/or caulk. The crew worked diligently to complete the job but some areas of caulk were missed. Upon installation completion, the customer was pleased with the work completed and even expressed her pleasure with the installation on social media and shared pictures on her post.   She exaggerated several of the details in the complaint to the BBB.       We first quoted her window replacement several separate ways on Oct 13,2023, her contract was entered into our system on Oct 23, 2025. Please see the statements below from her complaint with our rebuttal to follow.“They came to my home about 20 times and tried to convince me water was coming in window casing was….”Someone from Window World was at her house only 14 time in total, this includes:  2 sales meeting appointments1 appointment to remeasure where our GM went out the house to remeasure the window before finalizing the order.1 appointment to install windows on February 19th, 2024. She signed the completion paperwork after the installation and paid the balance. She also posted on social media with pictures on the day that we installed the windows. “It was cold, messy, a lot of prep work, and now clean up but these guys did a great job replacing all my windows today! 2 services appointments after the installation (first one 2 days after installation and second service was replacing a sash that had smudge between the glass in April).  She did not mention anything about leaking windows at the time of either of these service calls.   She contacted us in June asking about her warranty, this was answered over the phone.  Also, there was no mention of any possibility of leaking windows during this phone conversation.    9/18/24- This was the first complaint she made about the possibility of a leaking window.  She sent our General Manager a picture that caused her some concern about a possible leak on a window.  Our Installation Manager contacted her that morning and scheduled a time to meet her at her house to inspect for possible issues that afternoon.  She showed our Installation Manager three windows on the right side of her home.  We will reference these windows as back bedroom, bathroom and front bedroom.  In the back bedroom she pointed out that the window apron trim looked like the paint was coming off.  She directed him to the bathroom and said the room had “a musty smell and it has gotten worse since we installed the windows”.  He did not see anything in the bathroom that made him think there might be a problem or leak. We asked her the question, “Does this mean it had a musty smell before the windows were installed?”   He found the front bedroom was directly behind a tall shrub that obscured the window from getting most of the sun throughout the day, but there was no evidence of this window having issues from his visual inspection.  During his initial visit, he agreed that we needed to look at the areas that she pointed out to inspect more thoroughly.  Another service appointment was scheduled for 9/24/24 to do so.9/24/24- Our Installation Manager was on site with another employee of Window World to thoroughly investigate the window in the back bedroom that she was concerned about leaking.   On our initial assessment, there were signs of a possible leak behind the back bedroom window as paint looked like it was coming off on the apron and one side of the window was missing some caulk on the exterior.   Ms. ******* brought to our attention that she found other windows that had not been completely caulked on one of the four sides of the windows.  Most of the windows were caulked correctly, but 3-4 windows were found to have some short lengths of caulk missing.  Two windows were removed from the back bedroom and front bedroom on the right side of the house. While doing this inspection of those 2 windows, we discovered the back bedroom window frame had been damaged by the original installation crew.   While we had the exterior trim off and the window out of the opening, we did the repair to the left side frame of the window in the back bedroom.  This wood damage was repaired on the window and sealed with rubberized flashing tape applied to the sill of these windows that we removed to ensure that the windows were sealed properly.    During the inspection, we did not see any signs this window was leaking because of the wood damage or missing caulk.  The wood behind the metal exterior trim was dry and even dusty.  We have pictures of this dry and dusty sill area.  She complained that we “at least should have cleaned that dust and debris up”.   We all agreed the original installation crew did not complete the job 100% to our satisfaction due to this damaged wood on the one window and missing caulk on 3-4 windows.   This assessment justified that we return to look further past the original three windows  she had complained about to be certain the installation met our expectations.   During this meeting with the Install Manager, she explained to him about having to run dehumidifiers, the AC fan along with other things she had done to the house to control the moisture level inside the house.  Notes for consideration:  9/26/24- Ms. ******* contacted our Installation Manager to express concern that she noticed “moisture on the window”.  She sent a picture of the moisture on the window, and it was exterior condensation that had collected on the outside of the windowpane.  She also showed water on the sill of the window, again it appeared to be exterior condensation.  She was concerned that it would leak with Hurricane Helene coming in in the next couple of days.  So, we sent one of the service guys to make sure everything was sealed tight with caulk to ease her worries.  9/28/24- Ms. ******* texted our General Manager some pictures of another concern of a second story window that she felt was leaking.  The GM assured her that we would look at all of her concerns when we scheduled the next appointment.  She did tell our GM that she did not have any leaks after Hurricane Helene10/10/24- Our Installation Manager and the original crew returned to dive deeper into the possibility of damaged wood on more of her windows.  They removed the exterior trims on 7 more windows and did not find any more excessive wood damage.  We confirmed the 7 windows were foam sealed. We then rewrapped the exterior with new metal trim and made sure all the exterior trim was caulked to the brick and to the window.   Ms. ******* did not like the fact that we did not find any signs of leaking windows and started arguing with our Installation Manager that he was wrong. She did not like the fact that he suggested the moisture could be coming from other sources at her home such as the in wall mounted radiators with no insulation between the radiator housing and the exterior wall.   Following this meeting, she asked our General Manager not send him back out to her house.   Our General Manager scheduled another inspection with Ms. Parrish. 10/15/2024- Window World General Manager met with Ms. ******* for over 2 hours inspecting the prior window installation and repairs completed so far.  Ms. ******* showed him possible water stains on the back bedroom apron and another window up in her attic.  While there he inspected all  windows for anything that might lead to a leak. He also looked in the attic, crawl space, and basement for evidence of leaks.  While in her attic room, he saw and took pictures of old water stains from a possible prior roof leak.  He inspected her basement area for possible water leaks, and he did not find anything that looked new or fresh.  She has sump pumps in the basement around the foundation drains that were for pumping out water that made its way inside the foundation.  She has poly plastic rolled out over the bare dirt of her crawl space, however he noticed that the plastic was not properly sealed at the foundation walls.  For plastic to perform at its highest potential to reduce moisture, the edges should have been sealed to the foundation or at least held down with gravel around the foundation.  When walking around her yard, she told him about the exterior yard drains that were installed to drain water from her foundation. The sump pump, plastic and exterior yard drains were at her home before windows were installed and being utilized as water and moisture control means. She also had multiple moisture meters in her basement and crawlspace areas.11/05/24- Our General Manager, along with the installation crew went to Ms. ******* for more follow- up inspections.  They removed the exterior trim on five more windows on the front of her house.  According to the GM, all the windows were foamed and caulked.  They did not show any signs of water infiltration on these windows.  We rewrapped, resealed and caulked all 5 windows before leaving.  The GM told Ms. ******* that we would be back on another day to do the same for the last 3 windows in which she had concerns.  11/22/24 – Our GM and two other employees of Window World went to complete our inspection list on 3 more windows, repair a screen, and replace the two aprons that showed signs of paint peeling.  We removed the exterior trim on the 3 windows to confirm they did not have any excessive wood damage, were foamed, sealed and did not have any water infiltration.   We rewrapped and sealed with caulk those 3 windows before leaving.  We confirmed that only the back bedroom window had excessive wood damage.  3-4 windows had some small spots of missing caulk.  All the windows have been inspected thoroughly for damaged wood, missing caulk, or missing foam around the windows.  We are confident that she will not have any other issues pertaining to the window installation.  12/03/24 Our GM contacted her to follow up and make sure she was satisfied with all the work completed. No leaks or condensation were reported by her during the phone conversation. During this call, she did have a small issue with the metal on one of the windows we rewrapped and she asked for half of her contract amount be refunded for her troubles.12/11/24 Scheduled visit with GM and owner. It was a rainy day and this visit was rescheduled12/18/24 Rescheduled visit with GM and owner. She was sick this day and told us to reach out after the first of the year.1/03/25 GM contacted her and scheduled the meeting with the GM and owner for 1/8/25. We had a few issues with the installation but have taken care of everything and then some out of an abundance of caution to ensure there are no leaks because of work completed by our business. We are sorry for the moisture issues she experiences in her home; however, it is not a result of the windows we installed. Much additional work has been done to make certain of this. There is nothing more we may do at this time to help with ongoing moisture issues. We do apologize for the visits necessary to reflash the windows to take care of our customer and ensure the windows were not leaking. We have already offered her $1000 for troubles and issues and feel that was very reasonable for the damaged frame on one window, caulking issues and her troubles. We are still willing to refund her that amount of money; however, she is requesting more than the original contract amount.  We just don’t see how her asking for her windows to totally refunded for some minor issues is a fare request.  We thoroughly inspected for possible issues, corrected any issues that we found and confidently stand behind the window, installation and exterior trim work that we installed at Ms. Parrish’s home.  Regards,Jamie EllerWindow World of Roanoke, Inc.

  Customer Answer

  Date: 02/05/2025

  I have reviewed the response offer 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. As you can see by the response from Mr.Eller everything that was an issued was blamed on something else. Please note that it wasn’t until after months of rain that I noticed the smell and started trying to locate the issue. The original window with the missing wood underneath was only repaired because my father had to come over as a witness to all this demand they replace the board. ***** ***** the productions manager said all my windows would be damaged just the same and there was nothing  he could do about it. This talk and behavior was witnessed by another employee as well who commented on the level of disrespect. ***** came to my house 2 more times and acted the same way. The issues involved multiple windows and there are over 300 pictures of the damage. I had to ask the general manager **** ****** to come out and look as well. Window world was not proactive about repairs. In fact I spent a lot of time defending my 1954 home. They have pointed to my vapor barrier and my roof and my heat source as reasons for issues. It’s not possible for a vapor barrier or a roof or a heat vent to cause any of the issues identified in the photos. My Eller came to my home back in January and continued to point at other things in my home for reasons there was water around the windows. They keep saying it’s dry but that was because there was no rain prior to when they came out. My Eller was supposed to provide me his contact information over a month ago and he never did that either. I had to go to the Secretary of State website to even learn of his last name. Mr Eller infront of the manager also said he fired the entire crew who did my windows. He stated this infront of the GM **** ******. Coming out to a home 14 times and when they took 21 windows out and replaced them all in 1 day ( up to 9:30 ) at night is why my home was torn up the way it was. There were at least 8 windows missing caulk and imposter amounts one foam added around the windows. I called in after installation and expressed the concerns I had about the installation but still gave them a decent review. I wanted the concerns I had to be notated in case there was an issue and once the windows were exposed to lots of rain those issues presented. There is no denying by the phot evidence and text conversations what happened here. Manager **** ****** even called the issue in my bedroom which was the worst a smoking gun. This is not a difference of opinion, this is not that I was upset water wasn’t found. This is a complete disaster and this company is lucky I found the issues when I did. I was told in my bathroom window that I wouldn’t know it that once leaks unless the tile starts to come off my walls. I asked Mr Eller if he would split the cost with me at this point. I thought that was more than fair and he refused. The other employees stated they had other people cussing them out and furious over some similar situations. I have located online some photos that were posted of a similar situation that happened with window world in Roanoke in 2024 as well. At this time I do. It know if there is extensive mold in the walls because I can’t cut all that out. I set up dehumidifiers in my home and had the fans going in hopes to dry my home from the inside out in case there was any moisture in the walls since they can’t be cut out due to natural gas and other complex conditions in a 1954 home. This is over a million dollar historic home and I take pride in everything I do to improve it. It’s hard to watch something like this happen and spend months defending my case with this company as they focus on my roof and heat vents and vapor barriers. What Mr Eller failed to mention is that the humidity monitors in my crawl space were all within normal range. He also failed to mention that there an no heat vents in the upstairs of my home where there was evident water coming in and lack of caulk and improper installation of those windows of which I have pictures of as well. It’s just not possible. There is a building code now for new construction homes to have tape installed around the windows during install. Window world ended up taping 3 of my 17 windows after the issues started. I asked to be on the safe side could they add this tape to my other windows because my home had very solid Anderson windows before and you can’t just throw in replacement windows with 2 screws and a little foam and cover it with metal when you used a cro bar to pry the older windows out. I have this is text messaging as well asking for the tape to be added and it wasn’t done. Mr Eller and his managers are not vapor barrier installers he doesn’t know or understand the logistics of my home. This entire situation is unacceptable and his team has the photos to prove it and so do I. Also just yesterday on 2.4.25 I got a card in the mail addressed to me and opened it and it was from his company saying they not only stand behind their windows they stand on them. What they will it stand behind is quality over quantity. Why would it take months to come out and make repairs over and over but 1 day to install in the dark? They have run me through the ringer defending myself and my home. It’s not right and I do not want this to happen to other people. What they’ve done here is EASILY hidden. I expect a reasonable resolution as I suggested. Mr Eller also contradicted himself in his response saying I asked for half the money then stated I asked for the entire contact price. He also told me in person I would have more condensation now with replacement windows than my old ones because my house was air tight from the new windows. If it was air tight then these issues wouldn’t exist.   Regards, ******* ******* 

  Business Response

  Date: 02/12/2025

  BBB Complaint # ********Dated: 1/21/2025Complaint information:******** ******* *** * **** ****** ******** ** *****2nd responseI have a hard time understanding how Ms. ******* can possibly justify her refund resolution request of $18,000.  This was more than the original window contract, so I ask why she wants more than she paid for the windows and labor. She is asking for all 17 windows and labor for free.  As we stated, we did have a few installation issues for which we apologized to her several times and fixed the issues at hand.  She claims there was a leaky window because of a smell in her home but no evidence of such was found.  She said that 21 windows in her home had problems; however, the contract included only replacement of 17 windows.   During our investigation of what could be causing the smell, we removed the custom exterior metal trim on the 3 windows that were in the area that she claimed had the smells.  We did find 1 window had a broken frame, we addressed and fixed it.  We removed 2 of the 3 windows so we could completely see around and under the window.   We applied rubber sealant tape to the bottom sill of these 2 windows to ensure that we would not have any future problems with these windows.  We did not find any evidence that any of the windows were leaking, especially to the amount that would be causing smells.  Our General Manager did use the term “we did not find any definite leak, we found some areas that may have had some moisture issues, but not a definite leak".  He used the term “we did not find a smoking gun” referring to the fact that we did not find a definite area that was leaking.  We found dry wood under these metal trims that we removed.  If the windows were “leaking”, we assumed we would find wet wood.  I referred to dry wood in these areas because we saw dry dust under the metal instead of wet or even moist saw dust wood. We reinstalled the windows and resealed them with foam insulation.  We rewrapped the custom exterior trim and caulked all the seams.   Over the next several trips out to her house, we removed all the custom exterior trim that covers the exterior brick mold trim to look for any more windows that may have damaged frames.  We only found the 1 window in her back right-side bedroom.  We saw 3-4 windows that had some small amounts of caulking missing.   She said she thinks it was more like 8 windows that had caulk missing. After referring to our job pictures, we only remember it as 3-4.  She also refers to “imposter amounts one foam added around the windows.”  I am not sure what she means by this statement, however I can assume that she was referring to the foam around the windows.  We didn’t see any problems with the foam insulation.  There were a few windows where the foam insulation may have shrunk due to the cold temperatures on the original installation day, but not enough to say it was a problem.  Approximately 99% of the area around the windows was successfully foamed when we installed them.  Her original wood windows do not have any type of insulation between the original wood window frame and the 2x4 studs.  Per our Installation Manager, this is when she ask, “if all of her windows look like that”?   He responded yes that all of her windows would probably look like that referencing that there was no insulation between the wood window frame and the 2x4 studs.   He does not recall making that statement referencing the broken frame like she suggested.   They may have had some confusion as to what was actually being referred to, however, our Installation Manager was making reference to no insulation, not the broken frame.     She stated, “This is a complete disaster”. It is a far stretch to describe the issues, most of the issues were minor issues, as a complete disaster. All the issues that she asked us to address have been resolved.     She does have a nice 70 plus year house; however, she does have some other issues with moisture in her house.  People do not spend thousands of dollars on moisture reducing systems without having some kind of moisture issue.  The previous owner or Ms. ******* have installed foundation drains, 2 sump pumps in her basement and crawl space area.  She has poly plastic in her crawl space area with multiple moisture meters.  She made a point to say that the “moisture meters were in normal range”, this indicated to me that she did not have a leaking window issue, or the moisture meters would have alerted her to rising moisture and not be reading in the “normal range”.Her house has unique radiator-style heating units. These units typically are mounted on the floor about 8” off the wall.  She has radiator units that are recessed into the wall.  There is not any room for insulation between her radiator metal covers and the exterior surface of the exterior wall.  We took 2 apron trims off directly above these radiator units.  We removed the trim boards because it appeared that the paint was peeling off these trim boards.  We ended up replacing both just to make sure this was made right.  When we were looking at what caused the paint to peel off the apron boards, we found the tops of these radiators had rust on top of both.  This rust seemed to be caused by condensation that had formed on top of these metal cases over the radiators for a period of years.   The condensation and rust on these radiator metal cases could be causing the smells.  This is the only radiator system that we have seen that actually mounts in the wall like these do.  Among myself, our GM and our Installation Manager, we have been in a lot of older homes and have never seen radiators like these.   They are truly unique in how they are mounted inside of the wall instead out on the floor.      It is a fact that houses are more airtight after a window installation upgrade.  The old windows are typically drafty and self-ventilate.  When windows are installed, it traps moisture in a house from the humid summer climate.  This is common and will show up in the fall as condensation on the interior of the windows.  This will correct itself when the heat unit starts running for the first couple of times in the fall.  The heat will dry the moisture from the interior of the house.  Much information regarding interior condensation is available from reputable sources on the internet to back up this these facts.  Initially, she asked our General Manager for half of her total contract back as a resolution for the issues she had with her job.   She later told our GM and me she felt ½ of the contract was a “fair” amount when we went out to her house in January.  I responded to her that I thought that was unreasonable and offered her a $1000 refund.  She immediately got irritated and asked us to leave.When I saw the BBB complaint and the $18,000 refund as resolution, I was really taken back.  What made the amount double?  Why do you think it is fair to want all your money back and keep the windows?  This seems really like a hustle at this point.   Let’s look at this in a cost perspective evaluation:If we take half of the contract cost for the window that had the wood damage, then this would be a $400 credit.  We can then look at a reasonable refund for the windows that originally had the caulking missing.  If we refund $20 for each of the 8 windows that she felt had missing caulk, then that would be another $160 making a total of $560.  If you double that number for her "aggravation factor", then we have $1120 making our original offer of $1000 fair.   Her asking for a $18,000 refund is unreasonable.  When we met in January she was asking for a $8700 refund. Now she wants $18,000!  Again, I apologize to Ms. *******. I am also sorry that she has gotten this upset about the situation. I am willing to offer her a credit of $2000 for the repairs we made and for her frustrations in dealing with the service appointments.Regards,Jamie EllerWindow World of Roanoke/Lynchburg

• Initial Complaint

  Date:11/27/2024

  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.

  I purchased windows and shutters from this company. The shutters were never done correctly and kept trying to pull away from the house. After probably 12 to 15 times contacting them, they would send someone out to fix, but they never fixed correctly and they continued to pull away. The last time they came they pulled the small green screw cap covers off(the shutters are green) they are still pulling away and I'm afraid a hard wind and they will fall off. I want them fixed correctly once and for all. They have a commercial saying they stand on their windows but apparently they don't stand behind their craftsmanship. They need to make this right, it's ridiculous. We previously ordered a sliding glass door and more windows but for obvious reasons we didn't use them.

  Business Response

  Date: 12/19/2024

  First, I would like to apologize to the **********'s for the ongoing issues that they had with the shutter installation at their home.  We have made several service calls under warranty to their home in regarding the shutters coming loose.  We installed the shutters in accordance to the standard shutter installation guidelines using factory fasteners provided with the shutters.  Our General Manager has spoken to Ms. ********** about this matter and has let her know we will be replacing the shutters with issues.  The shutters have been ordered, and we will be contacting Ms. ********** when we receive them to schedule the installation.  Regards,Jamie EllerWindow World of Roanoke & Lynchburg

  Customer Answer

  Date: 12/20/2024

  I have reviewed the response 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. Regards, ***** **********

• Initial Complaint

  Date:02/14/2023

  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.

  I ordered a french door from Window World in Roanoke. They delivered a door that was custom-made for someone else's house. It didn't have the same measurements as my opening and was between two and four inches too short to fit in the doorway. I rejected it. The ****** took 3750 dollars for a downpayment and they will not return it. I just want them to return the downpayment. I'm perfectly within my rights to reject something that was not my mistake, or non-conforming goods. See Code of Virginia 8.2-601, 8.2-106. This failure to deliver conforming goods (i.e.: the custom entryway door) was or should have been foreseeable, based on the fact that Window World’s employee performed the measurement (as indicated by the checked box on the first page of the contract, under “Measure Approved” by **** *****, the “design consultant”). This is not a situation in which rotten wood or some other unforeseen circumstance occur that was beyond Window World’s control. There was no indication by Window World that the wrong door had been delivered to them for installation. The fault remains entirely theirs, and this is a breach of the contract I had with them. Though the Window World contract indicates that “the order may not be altered or canceled” once they have placed the order, I did not attempt to cancel the order. Window World failed to perform its end of the bargain by ordering a door that will not fit the opening for the entryway, and the law permits me to cancel the contract by rejecting the non-conforming goods. There is nothing in the contract that requires me to order another door through Window World. They absolutely owe me my downpayment immediately. Yet they insist I must order another door through them and will not return my downpayment. Please advise them of this complaint. I have tried to speak to them and they are not reasonable. Sincerely, **** **** 

  Business Response

  Date: 02/21/2023

  This is in response to complaint #********by **** ****BBB Western Virginia,Window World of Roanoke has a contract with Ms. **** to replace a custom size double hinge patio door.  The door in question that we were to replace is a sliding patio door mounted into vinyl siding exterior with no brick mould trim around the existing door.  Ms. **** wanted a hinged patio door to replace the sliding patio door which was not "standard height" and had to be cut down to fit the opening.  We ordered the door at 78" height, which was measured by the salesman.  When we got to the job site and removed the old door, we discovered that the rough opening for the door was 79 1/2" on the left side and 79 1/4' on the right side looking from the interior.  The manufactures specifications state to allow 1/2" at the top to allow for proper installation.  We realized the door is 3/4" too short and we have offered to reorder the door to the correct size of 78 3/4".    Although we strive for perfection, human error occasionally comes into play as all jobs are measured for a custom fit.  This was an honest mistake by the salesman, and he felt that his measurement of the door was accurate. He did not request a remeasure when submitting the contract to his employer, because he felt confident of his measurements.  We feel that this is a fair offer to Ms. **** so that she may be happy with the door and installation.   We can have the correct sized door back to us in about 3 weeks per the manufacture's rep once we order it. We are waiting for Ms. **** to agree for us to return with the correct door and install it per the original contract. In response to the "They delivered a door that was custom-made for someone else's house" and was "two to four inches too short" is just simply a false statement.  The door was indeed ordered specifically for Ms. ****** home because it would not fit anywhere else due to the unusual height.  The PO was ********** and was ordered at a custom size height of 78".  As I stated earlier only after removing the old door did, we realize that the door was ordered 3/4" too short. Ms. **** stated that the ******* took $3750 dollars for a downpayment....Window World of Roanoke, Inc not the ******* accepted the required downpayment of $3750 at the signing of the contract dated on 11/1/2022.  Ms. **** signed the door contract when the design consultant was originally at her house and seemed to be okay with all the terms of the contract at that time.  Ms. **** is requesting a full refund... we are willing to reorder a door that is 3/4" shorter.  Ms. **** is referencing a non-conforming goods code.  I could see this IF the door was really 4" too short and we refused to do anything about it to resolve the issue.  In this case, Window World has offered to reorder the door that is 78 3/4" tall to meet the manufacture specification for proper height measurement for a rough opening that is 79 1/4" tall.  We will be waiting to hear from MS **** to get the door reordered.Respectfully,***** *****Window World of Roanoke

  Customer Answer

  Date: 02/27/2023

  I have reviewed the response offer 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 am not satisfied with this resoluition because I consulted an attorney and he told me that the law in on MY side. OBVIOUSLY they measured incorrectly. If htey measured correctly the door would have FIT. Since they meausred incorrectly I DO NOT HAVE to ACCEPT the procduct which didn't fit, and which I no longer wqnted. If they wrote gave the manufacturer the correct measurements,  the manufacurer got it wrong and they should be able to send it back. If they got the measurements wrong, that is THEIR problem. It WAS NOT made for my hosue, it doesn't FIT ANYWHERE IN MY HOUSE. I'm attching my attorney's opinion, adn. I want a full refund. I don't want anything from this company. They are exhorbitantly expensive and their doors are ugly. If they would have sent a door that fit, I woudl have HAD to have taken it, but they didn't, and I DON'T.I'm attaching my attorney's analyssi of the case, and he insists that I should get my money back.  Regards, **** **** 

  Business Response

  Date: 03/23/2023

  3/23/23BBB Serving Western Virginia I would like to clear some misstatement or false statements from Ms. **** in her claim against Window World of Roanoke.  I will just go down and state the facts as per the contract.*Original contract date:  11/01022*Lead time given to Ms. **** on the back of the contract:  10-16 weeks*We scheduled the installation of the door on 1/24/23- exactly 12 weeks to the day after she signed the contract*(if we would have been allowed to reorder the door at that point we could have still made the 16 week installation date given to her at the contract signing.) Details on the contract:Double full lite door, White color, 4 9/16” jam depth, Left hand In-swing, Door knob and dead bolt prepped, Door Knob and dead bolt set provided-  all of the specifications these were correct on the orderThe door size was ordered as 70 5/8”wide  x 78” tall, the size was not on the contract.The sales man was confident that he had measured the door correctly and did not ask for a remeasure.The size ordered is a custom sized door because standard sized door height is 81 ½” tall.  So we had to order this door “cut down” to fit this opening.  The rough opening (from floor to header beam) was 79 ½” on the left side (looking from the interior) and 79 ¼” on the right side.  Using the manufactures specifications we would order the door ½” smaller in order to fit into the rough opening.  Note: this would have been a custom size sliding patio door as well,  our sliding patio doors has a unit height size of 79 ½”  which would not have fit into her rough opening size.MS. **** did not call or contact Window World in any way after the day of sale to try to cancel the contract.  The contract is clearly marked that she had 3 days to cancel the contact.  If she has regrets about signing the contract with Window World of Roanoke, then I am sorry about that, we also signed into a contract that we would fulfill the contract and provide a custom sized door for her house.  We did come in a little short with the exact measurement, but are willing to make up for that mistake with out any other cost to Ms. ****.  Unfortunately, it would have taken just a little more time to complete the project.  On 1/24/23, the day on the installation, we realized that the door was ordered ¾’  too short by mistake.  The door was ordered at 78” tall and in reality it should have been ordered at 78 ¾” tall.  A costly but honest mistake by the salesman.    *Ms. **** stated that this door was not ordered for her house- it in fact was ordered for her house using PO *********** on 11/17/22 as a custom sized door.    *Ms. **** stated that the door was 2-4 inches too short when in fact it was only ¾’ too short.  We did ask her if she wanted us to put a ¾’ board over the top or order a new door.  She emphatically said she would not accept that door, so we started the reorder process.  Ms. **** went on to say she did not want us to reorder another door, she just wanted her money back.   We then told her we were planning on ordering another door ¾’ taller to make sure she was happy and she declined.  We did not have the opportunity to discuss other options after that initial installation day. Our goal is make all customers happy with their Window World products.   We apologize that we got the door wrong on the initial installation appointment, however, we want to stand by our commitment to our customers that we will work hard to get it correct.   We just have to work together some time when these issues come up.  I spoke with Ms. **** on 3/20/23 to try to get to a resolution and she hung up on me two time because she does not want a resolution with Window World.  She informed me that she has contracted with someone else to install a sliding patio door instead of a hinged patio door.  We were never given the opportunity to correct the simple human error of mis-ordering the door size by reordering the correct door size.  We were not given the opportunity to discuss any other options to please Ms. **** with other door options.  She is asking for a full refund after the fact that we did deliver and partially install the door that she ordered.  We installed a seal pan onto her existing opening in preparations for the new door all in plans on completing the job for her.  We do not know way she got so frustrated with us and would not work with us, she simply would not discuss any option but getting her money back.  She referenced a letter from an attorney stating that we did not provide the door under “Failure to deliver conforming good”.  The fact is that we did deliver the door exactly the way she ordered it per the contract, so it did conform in every way to the contract that she signed.  We did order the door ¾” too short and we have agreed to make up for that mistake by ordering a new door.  The “law does have some leniency” if we are making reasonable efforts to correct our mistake and were still are with in an acceptable delivery date.  We had our attorney look over the contract as well.  At this point Ms. **** just wants out of her contract that she signed and is looking for any escape avenue.  We stand firm that Window World has made every effort to stand by our contract even if it means ordering a new door.  However, in consideration of the fact the Ms. **** has bought a sliding patio from someone else I gave her another option…unlike she gave us.  I offered her a $1000 refund to her deposit of $3730 not the full refund she is asking for. I feel that Window World of Roanoke had made effort to please Ms. ****, unfortunately she has chosen to go another direction.  I have attached job pictures for reference, the contract and the door packing slip

  Customer Answer

  Date: 03/23/2023

  I have reviewed the 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 know that the door was ordered for my house, but it didn't fit and I should NOT be responsbile for taking off the trim and checking the measuerer's measurments. Mr. ***** knows I didn't LIKE the door they brought, and it was mismeasured and didn't fit. I didn't want another door from them becuase I had asked  the salesman/measurer if they could make smaller  surrounds on the door, and he said NO. There are many less expensive doors with smaller surrounds so it seemed weird that they call a door custom, but can 't customize it. An HONEST workman who specialized in window installation would have told me I had to have a larger door or this would be an issue for all the futrure owner so my house. In fact, that is exactly what happened with. ALL my neighbors who have had their door walls replaced. But unfortuntately, I called Window World Roanoke, thinking it was a naitonal companay, and it turned out to be a small franchise who has an angry abusive tyrant as an owner. The only reason I've hung up on Mr. ***** is becuase he thinks it's just fine to SCREAM at me every time he's on the phone with me. I will not keep  putting up with that and there has not been ONE time when he hasn't done it. I woudl NEVER have gone to  Window World fi I knew it was a locally owned small business. I have no desire to deal with abusive peolple like him.I offered compromises. I wrote Mr. ***** and asked him if he would install the door of MY. choice from **** *****, so he wouldn't lose any more money, but he didn't respond to that. Window World made the door he bought. I do not believe it cost him that much. I'd be willing to settle for $3,00i0 back, but he only offered one and that was after screamiong at me. I will never subject mysel to his abuse again and HIS SON mismeasured the door. I shoudln't be responsible for checking his meausuremtns. I am disabled and couldn't take off the trim to measure the door msyelf anyway. That was HIS job. I signed a bad contract because Mr. ******* *** mismismeased. I'm sure it was an accident, but it was a very ugly $8,000 door. I decided I didn't want to deal with Mr. ***** or the man who manages the store becuase they were both abusive sceamers, they got it wrong the first time, and if they were decent work men they should hava advised me to get.a normal sized door but they won't be responsbie for cutting the wall. I believe they should. have told me that  but they'd rather sell a custom ugly door tha cost nearl y$8,000!!I hired an attorney very early in this process  and I will attach his letter. He said theyy made the mistake and it's their problem, not mine. THAT is why I didn't go though with the contract. Why should Window World be paid for their incomptence? I would recommned that no on ever shop with them becuase if anyting goes wrong, you have to deal with an angry abusive blowhard in Mr. ***** ***** (at least women customers do when something goes wrong). I've never had to deal with such a nasty business owner in my life. I hope he loses a lot more than the $4,000 he's stolen from me.I was sitting in the living room when the installers put the too short door in. I looked like at least 2 inches from where I was sitting. I wasn't lyging about it, it was an estimation based on me sitting in the next room. Please customers, DO NOT buy form them if you don't want to be abused if they are incompetent and you change your mind. I'm not satisfied with Window World for Roanoke. I've never been more disatisfied. I would settle for them returning $3,000, because why should they even get $800.00 after their errors and their brutal treatment of customers? Dealing with Mr. ***** is traumatizing. He's inbelievable. Regards, **** ****