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Business Profile

Window Wells

Window Well Experts, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/06/2023

    Type:Product Issues
    Status:
    Answered
    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 window well on 10/23/2023, Order number ***49. I received confirmation and they charged my credit card $252.00. I was told the shipment timing would be 4-6 weeks. I received with the confirmation, a notice about cancellation that stated (roughly) that refunds were based on the status of the project. Due to the nature of my project, a week later I realized I no longer needed the Window Well. On Monday, October 30 (one week later), I emailed and called, and spoke to ****** and also communicated with "******" at Window Well Experts, and explained the situation. They told me on the phone (not in writing ) that my item had not been manufactured and that I could cancel with no problem and they would refund me the entire amount. Based on that fact, I went ahead with the project per the new plan that did not require a Window Well. I waited until Friday November 3, at which time I called again and told them I had not received my refund yet and to please send it. Then, later on November 3, I received an email from Fed Ex stating that they were going to deliver something from Window Well Experts (WWE) on November 6. I immediately started calling and emailing Window Well Experts to find out what happened. I have not received a response and Fed Ex is saying they will arrive today (November 6) with a shipment from WWE and that I will have to sign for delivery. I again called and emailed WWE but have not received a response. I do not know want this item and do not plan on signing for it. I was told last week that it hadn't even been made yet, and that I would get a refund. I do not want this item, and I will not accept it. I expect WWE to keep their word they gave me on October 30.

    Business Response

    Date: 11/07/2023

    Hello *********, 

    Our sincerest apologies about the internal miscommunication we had concerning your order.  We have issued your refund, and you should have the receipt in your inbox.  The actual credit should show in 3-5 business days--this depends on your financial institution.

    Regards, 

    The Team at Window Well Experts.

  • Initial Complaint

    Date:09/23/2022

    Type:Product Issues
    Status:
    Resolved
    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 two custom window well grates from Window Well Experts on July 25, 2022. Sales Order *****. My credit card was charged $797.42 on July 26, 2022 ($721.00 for the grates and $76.42 for shipping). I provided the design engineer the necessary details, measurements and photos. Unfortunately, the initial design did not work with my home. The design engineer canceled the order on August 9, 2022. I continued to talk to our salesman to see if there were any other options. I asked my salesman for a refund on September 13, 2022. The refund needs to be issued as a check as the credit card I used was lost. I have not received the refund as of today, September 23, 2022. I understand that there is a 25% engineering design fee for canceling ($180.25). Therefore, I would like a refund check mailed to me for $617.17 ($540.75 [grates less design cancellation fee] + $76.42 [shipping fee]). We can close this situation at that point.

    Business Response

    Date: 09/26/2022

    Hello *****, 

    Thank you for getting in touch.  Your refund check (#*****) was mailed today, and you should have it by the end of the week.  Please feel free to respond to this comment if you have any questions or comments.

    Best regards, 

    The Team at Window Well Experts

    Customer Answer

    Date: 09/26/2022

    [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,

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

Window Well Experts, Inc. is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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