Complaints

This profile includes complaints for Window Source Of Springfield's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Window Source Of Springfield

  2305 W Vista St Ste A Springfield, MO 65807-4139

  
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  Window Source Of Springfield

  2021 E Independence St Springfield, MO 65804-3748

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:07/12/2022

  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.

  I needed some windows replaced and found the Windows Source online. I contacted them, and **** came out. **** offered different types of windows, but advised to get the kind they had more readily available. He warned that if I went with the other options, shipping time would be much longer. For this reason, I chose the cheaper option. He said it would be 6 weeks and it ended up being 12 weeks. On the install day, Ralph came. He began measuring the openings which were previously measured and ordered by ****. Ralph became very upset and said that **** measured the windows wrong. He went outside and called ****. He proceeded to install the windows, but said it was going to take much longer because they’re not the right size. He said he was going to have to replace the trim because it’s going to have to be cut out and replaced, due to the wrong sized windows. I asked if he could get the primed white trim when replacing, to which he responded it shouldn’t be a problem. I had an event I had to leave for that evening, and told **** that before scheduling. I left before the job was complete, so I didn’t see the finished project until that evening (this was Friday). To my surprise, they left unfinished, raw, knotty pine with stamp marks as my “trim”. They didn’t caulk one window, and the others they caulked, were done very poorly. They ripped a whole in the screen which **** said he would fix, but never did. **** was supposed to come look at my complaints, but didn’t show or call. Instead, he sends me a book for the other half (half down, half after completion) minus $200 for paint. I’m very disappointed that they even installed the wrong sized windows to begin with, but then they didn’t fix, or even come look at my complaints. They seem to just want Mooneyham, but not care about customer satisfaction.

  

  Business Response

  Date: 07/12/2022

  As to ******** *******’s complaints, I am very sorry she is dissatisfied with the install process. We will speak with her directly. However, we have not told anyone a six week lead time for windows in over two years. We have been 10-12 week lead time for that length of time. There was a miscommunication between the installer and client. He was under the impression that she was going to paint the trim; therefore, he installed unfinished trim. As for the screen, we will replace the screen. We were not notified by her or the installer it was damaged.  We will settle this issue and be in direct contact with her for a final balance that is agreeable to both parties. 

  Customer Answer

  Date: 07/13/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  The response from The Window Source is incorrect. The installer wrote a note to **** about the tear in the screen, and I talked to him directly. **** said they don’t replace the screens, they just re-screen them (which is fine as long as it’s fixed). The point is, they did know about the screen.

  
  Replacing unfinished, low grade wood (not trim) for trim is not acceptable. It is not my fault the windows were measured wrong.

   

   The caulking is unsatisfactorily to say the least.

   

   One window will not lock due to a gap between the lock and frame.

   

  i don’t appreciate the dishonesty of this company. I’m very easy to get along with, but this is ridiculous.

  
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 07/14/2022

  ********,

  I am from the office at The Window Source. I did not receive a message about your screen. I was not being dishonest. I truly did not know there was a damaged screen. But we will replace that with no problem. Also, the windows were not measured wrong. The installer needed to fix the trim for damaging them during install. The installer thought he was doing right by purchasing that trim because he said that you were going to be painting them white. **** has been trying to contact you so that he can set up a time to get this resolved. However, you have not returned his calls. We want to make this 100% satisfactory to you.   It sounds like there is a communication problem going on between all parties.   Please contact **** to resolve this to your satisfactory level ASAP