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:07/26/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 27, 2022, I signed an invoice to purchase 14 windows and a new front door with a sales representative from Window World of SWVA located in **********, ********. The color of the door selected on this day was "Mariner" as represented in the brochure provided by the sales representative. We, including my girlfriend and the sales representative, agreed that Mariner was a blue/gray color and would go well with the interior theme of the home. The sales representative told us that we can expect our windows and door to be installed by June 2022.
  
  Around the first half of June, I contacted Window World of SWVA to inquire about the status of our installation. The lady I spoke with at Window World of SWVA, whose name I am withholding at this time, told me that the sales representative who sold us the windows/door was no longer with the company because he "mislead" customers on when to expect their installation. I was very understanding at the time and was told we could expect installation in October.
  
  Fortunately, we had our windows and door installed yesterday, Monday, July 25, 2022. However, the night after installation, my girlfriend and I discovered that the color of the door was not what we ordered. We expected variance in color as a color on a brochure will not be identical to the color that will be on a fiberglass door. The color we selected "Mariner" is represented on their brochure as a bluish-gray. The color we received is no less than aquamarine color.
  
  Today, Tuesday, July 26, 2022, I called Window World of SWVA to inform them of my concern. Unfortunately, the business claimed that the door was in fact colored Mariner. The differentiation I saw on the door versus the brochure was simply a color variance. I informed them that I was not shown a color chip when I was sold the products so I was not shown a physical representation. After speaking with the owner, who was incredibly rude, they refused to fix it without substantial money from me.

  

  Business Response

  Date: 07/26/2022

  I spoke with Mr. **** this morning. As I stated to him this morning per our phone conversation, the color of the door that he selected was "Mariner". They picked the color from the brochure and not an actual sample of the color. Upon installation yesterday his girlfriend was just ecstatic with how the color of her new door was and stated she "absolutely loved it".While I agree with Mr. **** that there is indeed a variance in the color from what is on the brochure versus the actual door color itself, he did in fact receive the door that he ordered. He also signed the completion form yesterday when the install was done that states the job is complete and satisfactory.With that being said, I offered Mr. **** solutions of what could be done in order to rectify the situation. None of which he elected to go with. I offered to split the cost of a new door that would be a different color, but I'm not going to provide him with a new door at no charge because he did in fact get the door that he was supposed to get per the contract that he signed on 1-27-2022. It is the customer's responsibility to select AND VERIFY the color choice that they select. If needed I can provide a pdf of the contract along with the confirmation from the vendor that shows the door color is indeed "Mariner".I was not rude to Mr. ****, I simply didn't tell him what he wanted to hear. The contract that he signed is legally binding and we have fulfilled the contract as it was stated and signed on 1-27-2022. 

  Customer Answer

  Date: 07/27/2022

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