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BBB has determined that Window World TX meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Window World TX include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 8 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||7|
|Total Closed Complaints||8|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
City of San Antonio Development Services Department
1901 S Alamo St, San Antonio TX 78204
Phone Number: (210) 207-1111
Type of Entity
Business ManagementMr. Martin Bomba, President Ms. Deborah Bomba, Vice President Mr. Keith Wilcox, Manager
Windows - Repairing Garage Doors & Openers Overhead Garage Doors Home Improvements Siding Contractors Stucco & Exterior Coating Contractors Windows - Installation & Service Doors Doors - Installation Windows & Doors - Installation & Service
Alternate Business NamesSouth Texas Siding, Inc. Window World Window World Coastal Bend Window World of San Antonio Window World Rio Grande Valley
Industry TipsTips for hiring a contractor
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Additional Phone Numbers
- (830) 665-2630(Phone)
- (956) 502-5184(Phone)
- (830) 665-2630 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
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Complaint: In May 2013 I had them replace most of the windows in my house. After installation they failed to close the permit they opened. My wife and I are trying to add onto our house now in time before our first child arrives in August, time is pressing so we need to get this permit closed. The permit number is *********** PR I have contacted them and Window World ****** over 10 times in the last two weeks. Each blame each other for not closing the permit and say they won't or can't do it. I just want the permit closed.
Desired Settlement: Close the permit.
We are truly sorry for the delay in getting the customers permit closed with the City of ******. We have done everything in our power to get this taken care of. In July of 2014, we sold Window World of ****** to the new owner, **** *****. We no longer have access to the City of ****** account. It is now handled by Mr. ***** and his staff. They have been given all information needed to take care of this issue and we were assured by his secretary, ***** *******, that this was being taken care of by their office. As recently as last Tuesday, we were assured by Ms. ******* that this permit would be closed by their office. We have followed up yet again today to help get this matter resolved. We have not done business in the city of ****** since the transition of ownership. Please let us know directly if Window World of ****** does not take care of this issue for you and we will continue to do anything we can to help.
Better Business Bureau:
Problems with Product/Service
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Complaint: We had previously purchased windows with Window World’s and knew the quality of their windows, so we contacted them again for a remodel home that belonged to my Father-in-Law. When salesman arrived we informed him that the home was going to be gutted out. So after 12 weeks my windows finally arrived. When they were delivered the installer stated that windows appeared smaller then the opening. He called his manager who came to the house to solve the problem. He did not bother to measure new windows to the old windows. Their solution was to fur out the windows which cost me $200.00 more and I also had to purchase more lumber which cost me approx. $35.00. After they were installed and upon further investigation we measured new windows to the old ones and the rough opening we found out that they were indeed smaller windows. And not the custom windows I paid for. When I contacted Window World and informed them they owed me money and possibly windows: 1. Disposal of my old windows $150.00 2. Extra trim (not used) $60.00 3. Plus Removal fee $200.00 4. Lead containment fee $112.00 5. Fur out fee $200.00 Owed to me $722.00 All I got was a $62.00 check. And all they would say was that the owner would be notified. After several weeks and not hearing from them I was able to find an e-mail address for owner and I submitted an e-mail to him. Again I waited a little over a week and no response. I then contacted corporate and a couple of hours later the owner called. I tried to explain to him what had happened. He said he did see the e-mail and stated, “If you think I am going to replace those windows, it’s not going to happen.” I asked him to come to my home to explain the situation. When he arrived he would not listen to reason. When my wife informed him that the windows measurements might have been taken for replacement windows and not for a remodel and that the salesman was informed of that fact several times. He snapped at my wife and said, "You told me that 6 times already." He did not bother to check measurements on new windows with the old windows or the rough out to confirm that he was right. Then he confronted me about calling Corporate and that I had not told them the whole truth. In short he was calling me a liar. He said he would cut me a check for approximately $260.00 but to date no check, no phone calls. I am very disappointed with the service this time around. First problem late delivery. 2. Windows were too small. 3. Poor customer service. They would not return phone calls or answer questions. 4. Were not accountable for their errors. I was informed by several professional window installers that the salesman should have removed trim from window and measured from stud to stud. They call it a rough opening since it was a remodel and not a replacement. They all informed me that measurements were not taken right that is why windows were too small.
Desired Settlement: I would like monies owed to me as well as windows replaced. Being that I paid for custom windows. That is why I had to wait so long for windows cause they were custom. And an apology from the owner.
On May 15, 2014 we completed the installation of 7 replacement windows on the customers home. Upon arrival on the job site, it was discovered that the customer's general contractor had removed the frames of the windows in question. The customer was aware at the time of purchase that the windows to be installed were custom made windows measured to fit the existing openings. We do not allow customers to remove their own windows for this and several other reasons. Because the customer's general contractor modified the openings by removing the original frames, the windows that were custom ordered to fit those openings were now too small.
Business Response: The contract, the signed completion certificate, and the fact that the customer did not contact us until a month after accepting the finished job are proof that this is an invalid complaint. This customer does not want to take responsibility for their own actions and choose to blame my company when we tried to make the best out of issues they created. I have refunded the money that was owed to the customer as I said I would, there is nothing more owed. The customer and their general contractor are solely to blame for the issues described.
Problems with Product/Service
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Complaint: We had the windows replaced on our 40+ year-old home last year and have had issues with Window World since the replacements were installed. They have not been responsive in a timely manor (in part I can also blame the **** ** ****** ****** * ******** office), I believe they lied to us about code compliance from the time we received their quote, and they have now installed an inferior product that was not to our request re: size (height & width). 7/17/13 - signed contract with Window World (hereafter referred to as WW) to have original home windows removed and replaced. 12 windows were ordered, 12 removed, for a total of $5137. In the additional section of the work order there was written in "expand opening on one bedroom window in Bed 2 $250", which was scratched out. During the process of attaining the window estimate & signing the papers to place the order, our rep **** ** told us that we were exempt from ****** **** rules/regulations re: window size and egress rules that are now in place. **** indicated that he would pull our original blueprints for our home (once WW was manufacturing our order) so that we could be grandfathered in, allowing us to bypass new regulations that would hinder us from closing on our new window permit. This seemed unusual that he was only pulling blueprints after the window order would be placed, however, he also indicated that this was a fairly typical issue in ****** (red flag we did not heed) and that it would not be a problem. **** also told us at that time that if we are not in compliance with city code, we could be brought up to code by installing hard- wiring on our fire alarms in the home and that he has or was getting a letter from an ****** city official authorizing hard wiring of alarms to meet code compliance. He estimated this would cost us less than the cost to install a larger egress window. 09/16/13 - 12 windows were removed and installed by WW. 10/10/13 - our electrician, **** *****, provided an in-home estimate of $920 to hard-wire the home fire alarms. In discussing the window install & code regulations, our electrician reported that he was not aware of any clause in city ordinance that would allow us to hard-wire the alarms in order to bypass or be grandfathered into compliance with current rules & regulations. The price quoted was far greater than the cost of a $250 larger window installation. 11/22/13 - Inspector ****** ******* from the Residential sector of the City of ****** ****** * ******** ********** office inspected the new windows in order to close out our permit. The inspection failed, citing "Windows in bedroom to meet egress 5.0 sq. ft. min. - rear bedroom". Upon asking the inspector if we could be grandfathered in by hard-wiring the fire alarms, Mr. ******* indicated that there is nothing that we could do to the alarms that would bring us up to code. He reported that WW was wrong, that they should know ****** City code, and that they were responsible to correct the problem. After Inspector ******* left I contacted ****** at the WW ****** office re: failed permit. She was very rude on the phone, indicating she knew nothing about permitting rules and that I had to speak with **** about that. She said someone would contact me most likely on Monday. 12/9/13 - I again contacted ****** at WW re: failed permit, as no one had returned my call from 11/22/13. She directed me to contact **** at the *** ******* office. **** was reportedly out, according to *****, until mid-week. I was then directed to *******, who indicated she would check on the matter with ****. **** returned my call within the next 24 hours and again referred to the letter he had or was to received from a city official that would render us compliant with our current windows. **** told me that he would work on it and get back to me within the next 2-3 business days, which he never did. Between mid-December and the month of January, I asked my husband, ***** *******, to handle contact with WW since I was not having success in getting a response about the failed permit. He did not track all of his contact between WW and the City of ****** ****** * ******** **********, however, some dates are provided re: contact dates and names in response to the matter at hand, as follows: 1/10/14 - ***** spoke with **** of WW, who directed him to ***** in *** *******. She recalled speaking with me in December and was surprised to hear that we were not getting a response re: our failed permit. She forward the information to ****. Between 1/10 and 1/30/14 voice mails and phone calls were exchanged between **** & *****. **** indicated in various voice mails to contact the City, that the problem will be fixed, but that the ball was pretty much in our court to handle with the city. During that time frame ***** left voice mails with various City personnel, not all of which he provided names for, but including the original inspector ** ******* & a Mr. ** *******. ***** did not get return calls and asked that I take over the handling of this issue once again. 2/13/14 - I left a voice mail with ** ******* of the City of ****** reporting our problem at hand. I again left messages with other city personnel on 2/18/14 (Mr. **** *******, who indicated he was not the correct person to contact), then again on 2/19/14, when I left a general voice mail on the city office voice mail system. I wrote an email to the general address of the ****** * ******** ********** office detailing our dilemma and the problems we have faced in getting a response from WW and the City. On 2/21/14 and over the next few days I had email contact with ******* **** who forward my information to Inspector ***** *********, who was very helpful in answering questions re: code compliance and how to correct the problem. Mr. ********* forward to me the section of the city code that we need to comply with in order to close the permit. He indicated there is absolutely no grandfathering in for our windows without the egress compliance, unless we had a casement window installed that would still meet the minimum egress rules, and that there was nothing we could do with our fire alarms to create compliance if the egress minimum was not met. 2/26/14 - I contacted ***** in *** ******* again regarding the latest findings and told her I do not want to have contact with ****, that this has gone on for too long, and that I need to speak with his supervisor or the owner. She gave ****** *****, one of the owners, the message and she returned my call within a few hours. Mrs. ***** indicated she was not as familiar with city regulations and that she would forward the information to her husband, ******, who was familiar with regulations. ****** contacted me and we agreed to meet at my home for him to see the room in question. 2/27/14 - ****** arrived at my home in the afternoon to inspect the window. He resolved that the best and easiest way to resolve the situation was to change the window, that he would charge us the $250 from the original quote, and that he would have someone get in touch with me in the next 2-3 business days to schedule the new installation. Mr. ***** indicated that he would install a tall replacement window to meet code while he was present. Within the next hour I contacted him to report that I wanted a wider window replacement instead of a taller/longer window, to which he resolved we would not be compliant with the city if he did so. After the visit no one contact us to set up the new install. 3/11/14 a WW rep showed up at our residence to do the installation, however, my husband and I were both at work. The rep left a voice mail for my husband, which I returned the call to the ****** office the following day, and we scheduled the replacement window installation on 3/18/14. 3/18/14 - **** arrives to install the new window. Once he is done I pointed out that there is a very visible difference between the width of the original window frame and the newly cut frame. **** indicated that he "had to build it up a lot" and that once we sand it down it will be the same width, but that we need to way 1-2 days before attempting to sand it down. Upon measuring it, without any sanding work, there is a 3/4" width difference from the original frame to the new (original frame is 35 1/2" wide versus 34 3/4" wide at the base). The window that was installed is also smaller than the original frame, causing **** to install an inset frame around it, which looks terrible and does not even match in color. The window itself is dirty, scratched up and nicked. In addition, I will add that we did not want a window that is taller, but wider. Now I look out my window and see my A/C unit, partially blocking the escape, and it looks horrible... Additionally, in review of the city codes as forward to me by Mr. *********, I believe we could have been compliant with city code having installed a wider window as I had requested the day of Mr. *****'s visit on 2/27/14. The window that was installed is also missing the screen, which **** ** reported will be given to me at an unsaid later date. At this point we are extremely unhappy with the service that has been provided. This has been several months of run- around, lack of follow-through, non-compliance and now a shoddy replacement product that provides us with an obstructed view through a window that is not even the fit that we desired. Due to the time that I have had to miss work to be home, I have missed 1 full day for the install, another for the city inspection, a half day for the re-install, and an hour for the visit with ****** on 2/27. I expect to miss work for another inspection and another half day of installation, as we are not happy with the last product installed. I was willing and expecting to eat the cost of the missing 2 days of work for the original install & inspection, but not the additional days and time. The additional time lost equates to $450 - $550 in lost wages. We are also facing the costs associated with ordering new custom blinds for the replacement window, having paid $23.30 for the custom blinds that can no longer be used. Lost time, wages and inventory totals between $473.30 - $573.30. There's no way to summarize the "cost" associated with the stress or lack of sleep we have endured due to this mess or the total time we have spent placing phone calls, writing emails or filing this complaint.
Desired Settlement: We wish for our window to be up to code with proper fit, to be wider instead of longer as we had asked for. The homes interior & exterior should be fixed fixed after fitting this damaged and ill-fit window. All of this must be paid for by Window World.
Better Business Bureau:
Business Response: Although I take exception with much of what Mrs. ******* claims in this complaint, my main concern is that the customer is taken care of and happy with the end product. I have no control over the city of ****** and their code requirements. We are committed to code compliance and that is why we took the steps to enlarge the window in question. I have spoken to Mrs. ******* this morning and we will be ordering a new wider window to her liking ,install it ,and do interior and exterior finish as necessary at our expense. If the customer had contacted me before contacting the BBB the result would have been the same. I can not correct an issue until I am aware one exists.
Problems with Product/Service
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Complaint: All windows of my house were raplaced by Window World in December of 2012. Windows were not properly installed resulting into water damage to house from rain storm about two month ago in March, 2013. Curtains, walls around window and floor were soaked with water during the storm. Window world manager responded saying he will take care of all the damages and redo windows. Window installer in process of resealing the windows have now damaged sidings on at least on two windows and broke one window frame. The windows do not appear new any more with dents, in proper sealing, color and trim around window. Damage to Curtains, wall etc. still has not been taken care off. About 2 months has passed and Window world has not taken care the damages. I cannot wait longer. I would like Window World to take care of damages within 2 weeks to my satisfaction or pay for repairs as per professional adjuster. Adjuster can be from Window World insurance if desired.
Desired Settlement: I would like Window World to take care of damages within 2 weeks to my satisfaction or pay for repairs as per professional adjuster.
There are several false and incorrect statements in Mr. ******* complaint. We installed Mr. ******* job on 12/**/11 (not 2012 as he states). At that time, it was discovered that there was a broken sash and frame. The parts were re ordered and installed on 2/*/12. The customer has an outstanding balance of $800 that has never been paid. The Window World warranty does not go into effect until a customer has paid in full. Still, when Mr. ***** had an issue with a leak, we scheduled a service call and went out to address the issue. On 4/*/13 ****** ****** (service manager) performed a service call and sealed the window in question. On 4/**/13 ****** ****** and ****** ******* (Austin Mgr) performed a second service call at the customer's request. On 5/**/13, ***** ***** (installer) performed yet another service call and foamed around windows that were not leaking and had no issues at the customers insistance. He also recalked said windows. During the course of this service, some of the foam (a very small amount) may have gotten on the frames of the windows. ****** ******* has offered to go out and clean them if needed. The customer refused, stating he wanted an installer back out. We will not have an installer available for at least three months as we are booked on installations.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
We have coordinated the following services
Consumer Response: Window World did not do proper window (New widows) installation, resulting in water come in the house from windows during rain storm in March 2013. The rain storm water damaged window structure and widow curtains. After filing a BBB complain (Complaint #*******), Window World agreed to take care of all damages. Window World has taken care of most of the repair work, but have not replaced blinds and Curtains. Due to water damage to curtains and blinds and modification to window openings, blinds and curtains don fit properly any more. Window World did agree to replace them, but it taking them too long resolve the situation. I have provided them with written estimates on blinds/curtains and also ****** *******, previous Manager, had got similar estimates. The work has been pending now for more than 6 months. Mr **** *****, new manager, has visited my house this December 2013, to check the repairs and curtains. He is in contact with insurance company, but 6 weeks has passed since then without any resolution. Windows carry life time warranty on window installation and window quality signed by ****** from Window World. These damages happened due to poor installation of windows, so I expect Window World to take care of the blinds and windows Thanks, **** *****.
Write a check to cover blinds and curtains replacement and installation.
Desired Settlement: Replacement
Business Response: We have turned this issue in to our insurance. Me. ***** is aware of this and will be contacted by them. We carry two million in liability insurance to cover unforseen issues like this. Mr ***** can expect to be contacted by our insurance or that of his installer within the week.i do not understand why Mr ***** felt the need to contact the BBB when he is aware of this process.
I am not sure sure why the complain got closed. No action has been taken by Window World yet.
Please keep the complain open.
Thanks for your help,
This claim (***** claim number is ********) was filed with our insurance (********) on January **, 2014. Mr. ***** was called and notified of this by my wife on that day. The claim is in the insurance companies hands and I know that they have been in contact with Mr. *****. What else would you like me to do at this time?
Window World TX
** ************ * ** ************ **** ***** **** * *** ******** ** *****
Problems with Product/Service
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Complaint: I had 4 windows replaced a few years ago and had great customer service and great installation. I have an old home and bars on the windows. The first time, the person was able to remove them without destroying my place, disposed of the bars for me. I had no problems paying extra for the removal. This time, quite the opposite. They left defects around my windows. The part of the window that seals it is coming off (only 3 hours after installation) and they left a mess! They left cigarette butts on front driveway (this was because they took 2 smoke breaks). Even before this, they told me that it would be 12 weeks for the windows to arrive. I called 12 weeks after I made a 50% deposit and I was told it would be another 2 weeks. I waited 2 weeks, no call...2 more weeks, still nothing. So, I called and they said, "oh yeah, your windows are in". Well, why didn't they call. I'm also supposed to have something replaced on the old windows in order for them to pass inspection and was informed of this when I got the quote. I reminded them of this when I made the deposit, when I called and the windows weren't in, when the windows were in, and then again when they installed the windows. It's a shame that I had to remind them how to do their job and they still screwed it up! They were supposed to call me the day before to confirm and didn't. The manager was supposed to call me and didn't. The receptionist was supposed to call me with a total and didn't. They are the perfect combination of terrible customer service, laziness, low quality work, disrespectful installers, unprofessionalism, and stupid. They used to be a good place and I'm sorry to see how terrible they are. There are tons of options in Austin. Go anywhere else but here. I still have a lot of remodeling to do on my place and I will take my time and money elsewhere! Addendum: they were supposed to refund me for $100 of product that I did not get and instead they charged me an additional $100! Really?! I spoke with the manager, ****, who did nothing but make excuses for the poor quality. I haven't asked for my money back and will pay to fix things out of my own pocket so that I never have to deal with them again!
Desired Settlement: I would like to see them no longer in business and no longer ruining peoples' homes
First, let me begin by saying that we did fall short on communication with this customer. We have replaced both our office manager and more recently, our sales manager, in our Austin office. During the transition between office managers we did have several customers who were delayed due to misplaced or missing paperwork. For any inconvenience this caused, I apologize. We have taken steps to ensure this does not happen in the future.
|1/22/2013||Problems with Product/Service | Complaint Details Unavailable|
|11/20/2012||Problems with Product/Service|