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:04/24/2023

  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.

  We signed a contract with Window World of Beckley in February 2022 for windows, siding, 3 storm doors and 1 exterior door. They showed up in August to do install. They had the job finished in approximately in a week and a half. The workmanship was terrible! I took pictures and went out to the location. They said they were willing to fix it, and have fixed some of it. In November they said they couldn't finish the work till spring. We had an inspection report in November which stated there was water behind the siding. In March I emailed window world to schedule a time for them to finish the work. They showed up on March 29th, I brought to their attention that the two font windows were misaligned and that they had also changed the depth of the kitchen window without reason or notice to us. I also told them we had an inspection report that stated there was water going behind the siding on one side of the house. Ronnie said that didn't mean anything, he didn't care and was not going to do anything about it. When Ronnie's crew showed up to work on other things that were messed up, they were also told they misaligned 2 of the front windows. They were perfectly aligned before window world put the new windows in and they were also told they had changed the depth of the kitchen window. They said they would fix it. Well now the 2 front windows are still misaligned, off by 3 !/2 inches. The kitchen window is still not at the right depth and they caulked over caulk and looks terrible. Chad, one of Ronnie's crew members knew we were dissatisfied and said he would come back and fix it. On April 17th I emailed Window World to see when they were coming back to fix it. On April 19th I emailed again with pictures. On April 24th we received an email from Ronnie saying they went above and beyond trying to fix it and was honored to work with us, making no attempt to schedule and fix the things that are still wrong. This is not acceptable.

  

  Business Response

  Date: 04/25/2023

  To whom this letter may concern:
  
  Upon the initial evaluation of starting this job.  I, Ronnie ********** pointed out that the front wall of this home which is some sort of rock was pulling away from the side walls.  I informed the customer of that issue and let them know that I would flash and caulk the front corners. They said they would appreciate it.  When this installation started Mr. and Mrs. ******* expressed that they had had a lot of issues with contractors, especially with their roof, lots of issues.  So as the window and siding job started, we installed the windows first.  I suggested that the three side windows match the front three, in which I explained the process to both Mr. and Mrs. *******.  Mrs. ******* stated that she wanted it to be as it always was.  So, with that being said, we left them the same.  As we continued the job the flow with the customer went well.  They both seemed happy.  So, as we normally do, at the end of each job I ask the customer before paying in full to check the entire job for any issues.  The customer pointed out a caulking issue inside one of the bedroom windows, in which we corrected.  Customer signed the completion certificate and paid in full.  
  After a couple of months, the customer called me to the house to point out the three side windows did not look to be the same size, in which on the inside of one of the end windows was separated from other two by an interior wall separating rooms.  With that being said, I brought original estimate pictures to present to customer and that is exactly the original look, and that’s why in the beginning I suggested that I could make them look even as the front ones if I was able to cap them to match.  I also offered in the interest of making customer happy that I could still do that at no cost to customer.  Mrs. ******* refused the idea, and Mr. ******* said that was a great idea.  So, with them not agreeing I suggested that they could take their time and decide together what would make them both happy.  Several months went by and the customer called, and they decided to let me do the capping as I originally suggested. By then the winter chill was here and I did not want to attempt the repair until Spring.  Everyone agreed. 
  Now Spring is here, I had ordered and paid the cost for the material agreed to, also paying the sub-contractor to do as the customer requested.  Upon arrival Mrs. ******* would not allow anyone to do anything whatsoever.  She called Mr. ******* outside, in which he and I agreed 100% on what we were going to do.  At which time Mrs. ******* exploded on Mr. *******, I told Mr. ******* if he could get her to agree with him, on whether we could do the work, we would. So, he convinced her to allow us to change the custom exterior trim in which he was 100% satisfied with.  Mrs. ******* then called me over and wanted to present the findings of a third-party inspector that she had hired.  At this time, she said that he had written what he had seen.  
  Some moisture behind the siding. I explained to her that we are required to install a moisture barrier between the exterior wall and the siding.  In which we did.  I also suggested that with all the roofing issues to call the roofers.  Vinyl siding is designed with weep holes to allow condensation from the sun to escape.  There was ¼” fan fold insulation installed every where that we put siding. 
  Mrs. ******* also complained that even thou she measured from sloped landscaping that the capping on the two other windows was not even.  I explained that we measure from top down.  At her request she showed us exactly where she wanted it.  So, we did that exactly as requested. 
  At her request we removed one of the windows we had already set and placed it in the existing frame as she wanted.  Now her issue is that we need to cut the window hole out bigger to make measurements from ground up to fix what she thinks is wrong.   That is when I explained that was not part of nor is Window World licensed to do such a thing.  
  Now to address a kitchen window in which we were to build pre-existing window to a smaller size in which we did.  Several months later customer called and ask if I could get that window pushed out ½”.  I agreed that I could.  Again at Mr. ******* request I did and them she asks us to put back where it was, and I did.  Now after several weeks I get another email request from Mr. ******* to send sub-contractor back out at Window World expense to try and make his wife happy.  I simply replied that I felt that Window World as a team had gone above and beyond our contract agreement to satisfy his wife.  Also thanked him for his business and reminded him that we will honor our lifetime warranty.  At this time, I did not think that she would ever be completely satisfied. 
  

  
  

  

  Business Response

  Date: 05/24/2023

  To whom it may concern:
  

  I have provided before and after photos of the job.  I have also provided a copy of the original window measuring sheet.  The pictures describe are of the before and after look.  The windows are measured and shrunk 1/4" in height and width so that we can have room to square the replacement window in the pre-existing hole.  As the measure sheet will show all the windows were not the exact same size as the complaints have stated.  Each window capping method is acceptable in this line of work.  Only in the interest of trying to satisfy Mrs. *******, did we agree to recap the side windows at no cost to the customer.  As to the front window being 1/4" off from Mrs. ********* measure point, there is no measure points involved.  We picture frame pre-existing window hole and cap it.  I have also provided a front photo, which is very satisfactory to this trade.  To address the back window, it was written to take out and build in window hole to fit customers' specific requested size.
  

  We built it in and set the window accordingly.  Upon customer request we moved window out to customers suggestion.  Mrs. ******* then asked if we could move it back where we had it to begin with, and we did indeed move it again at no cost.  I truly believe that we at Window World of Beckley have gone above and beyond to try and satisfy Mr. and Mrs. *******.
  

  There is absolutely nothing else that we can do to make this job any better.
  

  Thanks for your time with this matter, and I hope that the pictures and explanations make it clear.
  

  
  

  Customer Answer

  Date: 05/24/2023

  Better Business Bureau:
  
  
  
  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.
  
  
  Hello,

  Until Window World fixes their shoddy work there will be no resolve.  Again, the photos I posted previously say enough. Nice try photoshopping it  to make it look even! A measuring tape says it all. Yes they made two attempts to fix front and kitchen window and still didn't get it right as you can see in previous pics. Bonus pic of current caulk job on kitchen window.

  
  
  
  Regards,
  
  
  
  Kurt And Rebecca *******

• Initial Complaint

  Date:12/20/2022

  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.

  A few weeks ago I ordered a beige picture frame window. They made me pre pay for the whole amount of $350. When the window came In not only was it the wrong color it was the wrong frame completely. I called and asked for a refund and she told me there’s nothing they were willing to do about it and I’m stuck with a $350 window I can’t use. The photos I uploaded to you of the original window are the same exact photos I showed the person who ordered it. All I want is a refund

  

  Business Response

  Date: 12/20/2022

  Mr ******* received exactly what he had ordered and signed for.  He cannot explain exactly what he wants and he signed the quote after it was gone over with him line for line.  

  1st:  He called and was not friendly nor would he listen to anyone try to explain to him what was going on.  He hung up on the office staff.

  2nd:  He goes onto ****** to post a negative review .

  3rs:  Send an email to us through the internet asking for help to resolve his issues

  4th:  I spoke with him this morning and asked that he text me pictures of the window he is asking for. I received the pic and we do not carry the exact window.  His window has a wood frame around it.  Our windows are vinyl, which was explained to him when he bought the window.  Also, he was here in our office with many displays to show our windows.  While speaking with him I explained he signed the contract and it clearly states a WHITE window and he could not explain the frame issue.  I advised, unless he went to the same window manufacture as the OLD window it may not match the frame.  I also, explained to him the windows are made per order and we CANNOT return them.

  5th:  Now I am receiving a complaint from the BBB.  

  Cash/Carry Windows:  These are windows that local contractors choose to order and install themselves.  Being they are ordered and not returnable we do ask that the customer pay for them up front.  

   

  I rwould like to have the name of Mr *******'s constuction company.  

   

  I feel as though this is not our fault and we are being made out to be something we are not.  I would ask that Mr. ******* take his review down from *****e being it is not telling the entire story.  I will attach his review and the signed contract when he purchased the window.   This entire situation has been taken out of hand.  

  Customer Answer

  Date: 12/28/2022

  Better Business Bureau:
  
  
  
  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 was never informed of anything step by step. When I went into the offices to order the window it was right at quitting time and the whole thing was rushed. I showed photos of the existing window that was to be replaced And gave measurements . Not only was it the wrong color all together it was the the wrong window. All I wanted with the original return was the correct window to be ordered and the wrong one to be returned. I was immediately informed there was nothing they were willing to do about it and every time I’ve spoken to the management they get more and more rude. I tried to contact corporate with no response. So I filed a complaint with the BBB and left a ****** review. All things that are at my disposal as a consumer to make a business run the way it should

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

  

  Business Response

  Date: 01/09/2023

  We have settled with this customer. He brought the window back and we issued him a check for $340.00.