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Consumer Complaints

BBB Accredited Business since 08/20/2010

Window World of Augusta

Phone: (706) 210-2525Fax: (706) 855-9990

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by Resolution

Complaint Resolution Log (2)
10/29/2015Problems with Product / Service | Read Complaint Details
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Complaint
Window World installed Gutters. Had problems with gutters. Called Window World numerous times and cannot get someone out to our house to fix them.
We signed a contract with Window World in October of 2013 to replace our front door and to put covered gutters up in the front and rear of our house. The work was completed in January of 2014. We have had no problems with the door, but we began to see a problem with the covered gutter on the back of the house leaking between the gutter and the roof causing water to enter our screen porch. At first, the leak was insignificant, but during the rainy fall of 2014, the leak slowly became a waterfall.
We called Window World in early spring of 2015 to report the problem. At that time, we were told someone would call us to set up an appointment to come out and repair the gutter. Nobody returned our call. I called Window World at least 2 more times with no return calls as promised.
Someone from Window World finally came to the door in June and told my wife that the leaf guard was not cut probably. He said he took the cover off because it was cut too short to fit correctly. He mentioned that we really did not need the cover for the gutter. My wife explained that the work was originally contracted in order to have a covered gutter because I could no longer clean the gutters. It was mentioned that he would take the cover back and would place an order for another one. My wife said that he did not sound too confident about fixing it. He left taking leaf guard with him, so we assumed that he was ordering a new one.
We did not hear from Window World about the cover that was ordered, so I called them in early August. Again, I was told that the person who was to repair the gutter would call me. No return call from Window World: I tried calling 2 more times with the same result. On August 14, I called Window World and left the manager Mr. **** ***** a message to call me. ********* from Window World returned my call and told me someone would be there the next day to repair the gutter. No one has yet come to repair the gutter.
We have now spoken with someone else to replace the covered gutter in the back of the house. This person said the problem with the covered gutter was that it was not installed correctly, and he showed me water was still sitting in the gutter caused by the gutter not being at the right angle to drain.
Window World replaced our windows several years ago. We have had no problems with the service or the quality of the windows or the front door. However, when there was a problem with the covered gutter, they did not respond to our calls about repairing what they installed - apparently incorrectly. Window World is quick about calling you back when they are going to take your money, but when it comes to service after the sale, we found out the hard way that they do not back their service of product.

Sincerely,

**** T. ******, Jr.

Desired Settlement
We request a refund since nobody returns our calls and the one time someone did come out and look at it,he did not seem confident that he could fix it. And the one time someone did return our call we were promised someone would be out the next day to fix it and no one showed up or called and that was on August 14,2015.

Business Response
Contact Name and Title: **** *****
Contact Phone: XXXXXXXXXX
Contact Email: **********@comcast.net
Mr. ****** was contacted in regards to the above issue. Mr. ****** had not called **** ***** in regards to this issue but the individual that took the message from Mr. ****** has been terminated. **** ***** did talk with Mr. ****** in regards to the problem and Mr. ****** refused to let Window World correct the issue. Mr. ****** was extended an opportunity to receive assistance with the gutter repair but has yet to contact Window World.


Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason that that we refused to let Window World correct the problem was that after numerous calls (6-8) and one no show from late May to August 15 we had all ready hired someone else to replace the gutter before Mr.***** called to address the problem in late September. Also, Mr. ***** stated that he fired an employee due to not relaying a message that I called. I only talked to that individual a couple of time. I had talked to another employee at least 4 o 5 times. Also the employee that did show up once told my wife that he was not sure that if it could be fixed and he miss diagnosed the problem.
The estimate from the company that is replacing the gutter was mailed to Mr. ***** today.


Consumer Response
We received a check for the gutter to be replaced and are satisfied that Window World paid for it. Just wish that they would have responded in sooner.

12/21/2015Problems with Product / Service

Industry Comparison| Chart

Windows, Doors - Patio, Doors, Windows - Installation & Service, Siding Contractors, Patio Cover, Contractors - Gutters, Gutters & Downspouts

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