Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:05/13/2024
Type: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.
Purchased a picture window on 6/18/10 and received a signed document of an all inclusive transferable lifetime warranty. Sent photos of serious leakage between the window panes on 4/26/24. Received a call from the office manager a short time later saying I didn't have a warranty even though I told her I have the physical documentation and have already had another bad window replaced by them. I have sent a photo of that and she hasn't responded. It's been a week and a half.
Business Response
Date: 05/14/2024
Per your contract signed back in 2010(see attached), your contract did not include warranty(s). It appears the former ownership and staff did provide you with warranty(s) card(s)for your windows in error. When you called for the most recent service our staff noticed this error. We apologize that we did not properly explain this to you.
Regarding your most recent service request for your picture window with seal failure, this is not covered under any type of warranty. If you would like to replace the glass with new glass we are happy to provide a quote for this, please call our office for further assistance.Business Response
Date: 05/14/2024
Per your contract signed back in 2010(see attached), your contract did not include warranty(s). It appears the former ownership and staff did provide you with warranty(s) card(s)for your windows in error. When you called for the most recent service our staff noticed this error. We apologize that we did not properly explain this to you.
Regarding your most recent service request for your picture window with seal failure, this is not covered under any type of warranty. If you would like to replace the glass with new glass we are happy to provide a quote for this, please call our office for further assistance.Customer Answer
Date: 05/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Nothing in the response explains the signed warranty document I included in a photo in my complaint. The window that has already been replaced was installed on the same day as the current failed window. Nothing in the document separates any particular window as being not covered. Please review photos of the documents I received at installation.
Regards,
***************************Business Response
Date: 05/20/2024
The warranty cards that you are referring to, were given in error, your contract signed back in 2010(previously attached),your contract you signed did not include warranty(s). It appears the former ownership and staff did provide you with warranty(s) card(s) for your windows in error. The contract you signed DID NOT INCLUDE ANY WARRANTIES.
When you called in October 2017, regarding your double hung window, former staff did order your replacement sash for this window under a warranty claim, once again an error was made by Window World staff. This should have been charged and not completed for free since you never had a warranty on any of your windows from the purchase in 2010.If we refer back to what you purchased back in 2010, there is no warranty on the contact. We realize that 2 wrongs have been done we truly apologize. We are sorry that we can not continue to replace your warranty request at no charge.
Initial Complaint
Date:09/06/2022
Type: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.
March 8 2022 ******************* <*****************>Jun 7, 2022, 9:15 AM Good morning,I am emailing to confirm that your file has been noted that the following dates do not work for you for installation:June 14 Doctors Appointment June 15 Doctors Appointment June 21 Doctors Appointment June 23 Doctors Appointment Thank you!************************ <*****************>Wed, Jul 6, 10:58 AM Hi ******,I apologize for the wait, we are still waiting on the product. We will get you taken care of as soon as possible and keep you updated.We are unable to cancel the contract since the order is in production. There is only a 3 day window for cancellation after the order is placed.Again, thank you for your patience, we will contact you as soon as possible. Thank you!**** September 8 2022 will be 6 months and nothing done. My order is for 2 storm doors made and installed. Total Purchase Price $2,350.00 Downpayment $1,350.00 Owe when job is finished. $1,000.00Business Response
Date: 09/08/2022
We have schedule this customer for there installation of one storm door on 9/21/22, they also had windows installed earlier this year and they have some concerns with some of them. When we go to install the Storm Door we will address the windows that the customer has concerns on.Customer Answer
Date: 09/09/2022
Dear *********************************,
Thank you for being a valued Window World customer. This email is a reminder of your Project Appointment with on 09/21/2022. There is a two hour arrival window starting at 12:00 PM and 3:00 PM for the following location:
1922 & **** *********
******, ** 53404
Please contact ** if you need to reschedule your appointment.
Thank You,
Window World of Southeastern Wisconsin
W188 N10707 Maple Rd.
**********, ** 53022
**************
Window World of Southeastern Wisconsin called at 4:10pm the same day I made the complainte.
Thank you for doing an excellent Job.
Initial Complaint
Date:07/07/2022
Type: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 had Window World do a $4,313 installation on 5-17-2016 with a supposed "Lifetime Warranty".Each of these windows has two small pot metal parts that allow all the windows to open and tilt out on every window they installed here like many other brands of replacement windows.One of these parts broke making it difficult to open and it hangs *****.Window World was contacted May 6th 2022asking for this part to be replaced. ******************* asked for a serial number and they were given what appears to be your number in the info pack one is given but apparently this is only an advertisement to make you think that is your serial number..We supplied the correct serial number ********* on May ********* and were told a replacement was ordered May 27th 2022.A part inquery was made June 10th 2022.Another inquiry was sent June 19th 2022 as to the replacement order.Another inquiry was sent June 30th 2022 as to the replacement order.It is now July 7th 2020 with no updates. Why on earth do they not have the two parts that every window uses? Is there no repair facility? No extra parts in the shop? Are the parts that special or they are never on hand because repair work is never done? Judging form other internet comments I believe that nothing will be done.We would like one of four possible outcomes.1) The window gets fixed with these common parts.2) The window gets fixed and we are charged for the repair.3) We are referred to someone that can complete the repair under the warranty.4) We are referred to someone that can complete the repair at cost to us.Business Response
Date: 07/07/2022
My apologies for the frustration with how long the parts took. Unfortunately six to eight weeks has be come the normal to get parts we don't stock. The balance assemblies, which is the part you needed must be ordered as they are specific to the size. Manufacturing has been slow due to the continued affects of covid. Your parts did come in before the 4th of July holiday, however we closed for the holiday a few extra days. ********************** did call and get you set up for the work to be completed on 7/11.
Thank you
******* Gantner
Customer Answer
Date: 07/12/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*********************
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