ComplaintsforWindow World Of Huntsville

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installers came and began work. Later I went and looked at the H353035**3536323035Hs, some has smears and caulk on the glass. I didn&#**;t say anything. Later a lady called from Huntsville and asked if the installers were here. I told her yes. She asked me if there was any problems. I said they were supposed to get that off the glass and make them presentable. The lady installer went back and forth with a bucket, I thought she cleaned the H353035**3536323035Hs. No, caulk was still on the glass. She was supposed to clean the H353035**3536323035H *****. They kept on working . I asked them again if he was going to clean the smears and caulk off the H353035**3536323035Hs. He said they weren&#**;t. I called *****, he called ***** too. ***** started asking me "well aren&#**;t they cleaning the H353035**3536323035Hs" very rude. I hung up on him. I told them to get out of my house, he said are you asking me to leave, I told all of them to get out or I was going to call the law. I received several phone calls asking me if they are cleaning the H353035**3536323035Hs. The installers were getting things together without getting the smears and caulk off the glass and making them presentable.

  Business response

  12/27/2023

  A project manager has been out to clean the windows, as well as discussed a discount due to the issues. The job has been completed up to *********************** standards and the balance after the discount has been collected. 

  Business response

  01/30/2024

  Our Production Manager as well as Project Manager have been working with ****************** regarding all her concerns. Window World received notification of issues listed above on December 27th due to being closed for the Holidays. As soon as we were notified our Production Manager reached out and discussed all of ********************** concerns. She stated that she did not want to speak about the "windows being cleaned" again or she would call the cops on us for harassment . So, our production manager agreed not to mention it and we sent out a project manager the same day to address the other issues. While he was on site he collected the information that was needed for a replacement sash reorder due to it having spots between the panes. ****************** signed off on the service contract stating that she agreed to that being the only remaining issue that needed to be resolved. The replacement has since been ordered and is in production. As soon as we received it into the warehouse then we will reach out to schedule a time that works for ****************** for it to be installed. Window World also gave a $500 discount due to the issues that were encountered during the contract process. Generally a discount would not have been discussed due to the concerns being  covered under the warranty. While our project manager was on site, ****************** also mentioned that the reason that she was pursuing these concerns is to "get a discount" on the balance. After receiving notification today about the same complaint, our production manager reached back out. She stated that she felt that the discount that was  previously agreed upon by all parties was unfair. Our production manager explained that we would not be given any additional discount, and ****************** proceeded to hang up on him. 

  Business response

  02/20/2024

  As we previously mentioned, we offered to send someone out to clean the windows and was told by ***************** that she would call the cops on us if we brought that up again. We have a technician and project manager scheduled to go out on February 29th to install the replacement sash. While they are there they will do a final walk through to ensure that ***************** is satisfied with everything. 

• Initial Complaint

  06/13/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Our complaint is again Window World of Huntsville/******* at **** Sportsman Lane with a contract signed with them to complete replacement of a window and door in the front of our home with the total amount of the contract to be owned, upon the completion, of $11,500. There were issues from the beginning with a final issue being non-completion of contracted work and now they have sent us to ************ (PO Box ***** ********, ** *****). ************ was contacted Monday, June 12th at 12:35 pm and asked to provide, via mail, the original contract with signature, the original creditor information, payment history and itemized bill, and proof of ownership of the debt and was refused it by mail (would send re-send me the original contact letter (not containing all the information requested) or I had to contact Window World. When told they were the ones collecting the debt so they should provide this I was asked who I got this info. from and I explained the BBB and they sent me to a supervisor's voicemail. Window World caused much stress, time off work, anxiety, and loss of time/money for our family during the time they were working on the home. They caused my husband to take off work for multiple appointments that were not necessary, installed doors the wrong size, caused us to have no trim and sprayed in sealer (with gaps and light coming in from the outside) which allowed for bugs and air/heat to escape (very high electric bills from this access to the elements) and stress to my children that they were not safe because there was not a legitiment door installed, they installed the upper window and did it incorrectly causing rain inside our home, many meetings/phone calls and us as the customer tracking them down to get answers, broken promises, and ultimately, we told me we would not sign off on completion until it was inspected by a 3rd party when the work was complete. It was never completed, even with multiple documented contacts, we moved, and they want money for a job not completed.

  Business response

  06/22/2023

  The customer paid no money down for the products installed in the home. To date they still haven't paid for the products installed in the home. There were issues with the job, in which were corrected in November of 2022. Upon completion the homeowner would not sign the certificate of completion because they wanted a third-party to inspect the installation and product. According to public records this house was sold a month later. We believe this third-party inspector was the home inspector for the sale of the home. With the house passing inspection, and ultimately the house being sold the customer still didn't pay us for the services rendered. This account will remain in collections. We have also included a picture of the front of the home with the product installed, and the product looks wonderful. 

  Customer response

  06/26/2023

   
  Complaint: 20175422
  
  I am rejecting this response because:

  I will go sentence by sentence(numbered for ease of following) in response to Window World's last response-

  Sentences 1-2: No money was put down because that was not part of the original contract which was financing 0% interest for 18mo. AFTER completion of the job. Nothing has been paid because the job was not completed so payments are not due, as per your contract.  In addition, we were never sent a bill with monthly payments due or date due because the job was never completed.  The ***** Fargo credit account opened, as per your agreement for financing, was closed a while ago due to inactivity so even if the job was completed, there was no financing entity to pay (thus supporting that we never received a bill or plan for repayment from your company).

  Sentences 3:  Many, many issues and almost 2 years of stress, missed work, higher utility bills, time, etc.  The job WAS NOT completed in November 2022 and we have pictures, text messages with your GM through late December with acknowledgment that the job was incomplete, had a call from your Huntsville office in February 2023 that you finally were able to complete the job with materials needed. 

  Sentence 4: No certificate of completion is signed because you all never came back to complete the work.  No certificate of completion could be signed because you never came back. But yes, we told the *** in writing, multiple times that the work on the home MUST be inspected by a third party inspector prior to us accepting the work due to the many issues we had with your company with acceptable workmanship.  This was never able to be completed because you never completed to job to have an inspection done. No certificate of completion because 1-the job was never completed, 2-we never were able to have it inspected by a third party because it was never completed to do so

   

  Sentence 5:The home was sold on December 30, 2022.  Your GM was notified on November 30, ************************************************************************** writing, to which he responded and acknowledged and said he would get it done. 

  Sentence 6-7:The house never had a home inspection and no home inspection document provided.  The buyers did not decide to get a formal home inspection completed.  So, no third party inspection was ever done on the work contracted.  Ultimately, buyer of the home accepted the work left incomplete "as is" because they planned to do a total renovation of the home.  Money was requested by the buyer and distributed, at closing, by us for inconvenience.

  Sentence 8:This should NOT be in collections at all due to your company not completing their contracted work.

  Sentence 9 with photo attachment: That is a photo of the front of our previous home, the home in question; however, this is not a photo of the door in question. Although, that door was also not completed. 

   After almost 2 years of stress from issues with your company, with admissions from upper management, in writing, of the total mess that became this project, I would hope that a reputable business would want to settle this and move along without further pushing an issue where they were clearly, 100% in the wrong.  

  We have tried to settle with this company when they called after the initial BBB complaint, telling the lady who called us from operations when asked what we were willing to do, that we would pay for the work that we know was completed (the upper window).  This isn't indicated in a certificate of completion but we are not unreasonable and are willing to state, without inspection or proof, that this was done.  But Window World is continuing with false information and demanding payment for a broken contract (on their part). 

   We would like nothing more than to settle this in an amicable manner.  We do not wish to go to court as this will cost us and Window World more than what this contract is worth.  We will have to do so if we are not removed from collections and an agreement can be made.  

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

  Business response

  07/05/2023

  We are willing, and have always been willing to come to an agreement. Once the agreement is reached, we will remove you from collections. We will call you today to discuss. 

  Customer response

  07/09/2023

   
  Complaint: 20175422
  
  I am rejecting this response because:

  Although the company stated they were willing to reach an agreement and were going to call us on Wednesday, July 5th, we have not yet heard from the company.  We have waited for the call and provided extra time for the company to make right on their promise but we have no choice but to respond.  

  This has been one of the many issues we have documented with the company throughout our time working with them.  With all the many problems with workmanship and adhering to their contract/promises to make things right, we, the customer, waited for responses that ultimately never came and we were stuck having to contact the company to get a resolve with the issue at hand.  

  We are continuing with this pattern and Window World continues to have our account in collections, where it should have never been in the first place as seen in the response thread from the BBB complaint.  

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

  Business response

  07/10/2023

  7-10-2023  

   

    Both parties have came to an agreement on the balance and will be pulling this contract from collections. Our accounting team is currently working on this since The ******** have requested to be invoiced before payment is collected. *************** also stated that once the invoice is sent over and the account is paid, that she will respond to the complaint. Please let me know if you have any questions.  

  
  

  Customer response

  07/12/2023

   
  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.

  We paid the agreed amount, as determined by both parties, on Tuesday, November 11.  We have a copy of the receipt of payment and invoice stating our account with ******************************************* is paid in full and will be pulled from collections. 

  Thank you BBB for your time and assistance. 

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

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/28/23, I contacted Window World to advise them that a piece of vinyl siding they installed was sticking out and that it needed to be corrected. At the time of the call, they informed me that they could not come out to assess the issue until 3/20/23. On 3/4/23, we had a wind storm come through the Huntsville area. Due to WW not properly installing the siding, the wind ripped the siding off of the side of my home. On 3/7/23, a technician came to my home to assess the damage. He advised me at that time, he would put an order in to replace the siding and he would contact me on 3/9/23. On 3/9/23, I never heard from the technician so I contacted WW. I was advised that the material had not been ordered and they would have a Manager visit my home. On 3/20/23, the Manager came to my home and assessed the damage and reassured me they would order the new siding and I should hear back from them promptly on being placed on the schedule for repairs. I informed the Manager while he was at my home that the crew they hired to install gutters did not install them properly and that water is draining between the gutter and the house. He reassured me that they would get this taken care of. As of 4/24/23, I have not heard back from WW and every time I contact them, I get the run around. It should not take 2+ months to repair/replace the siding on my home due to their neglect. On 4/17/23, I had a roofing company out to my home to inspect my roof. During his inspection, he stated that due to the gutters not being properly installed, I now have damaged wood behind the gutters that will need to be replaced. Dealing with WW has been a total nightmare. I have spent over $27k with WW between Windows, Gutters and Siding and I expected to be treated better than this. I am looking for a resolution quickly as their neglect could cause a mold issue in my home which could potentially be a safety hazard.

  Business response

  04/26/2023

  We are very sorry for the delay, and lack of communication on updates. We are still waiting on replacement siding to come in from the manufacturer. We will go ahead and call to get this on schedule with the expected delivery date from them. 

  Customer response

  04/30/2023

   
  Complaint: 19977240
  
  I am rejecting this response because I have been waiting for months to have my siding repaired.  The gutters were also installed improperly and when it rains, water is draining between the gutter and my home causing damage. To my understanding, you have 2 different crew (1: that works on siding and 2: that handles the gutter work). I am requesting all imperfections to siding install and gutter install be repaired as quickly as possible.
  
  Sincerely,
  
  *********************************

  Business response

  05/05/2023

  We are still waiting on the product from our manufacturer. We will follow up with them and try and get a concrete answer as to when we can expect this delivery and update you with that date. The gutters can be completed directly after the siding is finished. 

• Initial Complaint

  04/17/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On July 5, 2022 I signed a contract with Window World of Huntsville. Small job, $1400. I had to pay $700 down payment and was told it would be November before the work would be done. In November, I was told another 8 week. In early January, I was told another 8 weeks. I was also told I would get regular updates. It has been almost 16 weeks since I last heard from Window World. They have yet to complete the small project. It has been a total of 40 weeks since I signed a contract with them and absolutely NO WORK has been done. I am tired of waiting and believe I've been scammed.

  Business response

  04/19/2023

  We will be calling you immediately to get you on schedule. We are very sorry for the delay here. We will make this right. 

  Customer response

  04/19/2023

   
  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.  They did contact me and said the job would be performed May 8-10.  Sorry it had to come to this in order to get the job performed!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On, September 28, 2019, we entered into an agreement with Window World to replace 16 windows in my home at *************************************************************************, in the amount of $6250. Window World came on November 14, 2019, removed the old windows and replaced them with new windows. The problem comes in when we open the windows to clean them the ballast system breaks. At first, we were told we were tilting the windows wrong, after that we were told we are tilting them right. The factor rep came out and said, they just got a bad batch of ballast and replaced them; also said some of the windows had been installed wrong and sent the man back out to reinstall the windows, which did nothing to salve the problem. Then we were told the top sash need to be replaced, they sent a crew of men out to replace them, they could not get the windows out because the ballast was broken. They sent someone to replace ballast so the windows could be replaced, after all of that they decided that would do no good. For two years they came and replaced the ballast system which was just a band aid. Then they sent project manager ********************** out, Mr. ******* said all the frames were bad and needed to be replaced, that never happened. Then a ***************************** came out; he said replacing the frames would not help. Ten the factor rep came out again, at this time he said it was the brake system was bad and needed to be replaced, they replaced them and did nothing to resolve the problem. On August 16, 2022. I gave a letter to ************** and the factory rep, I also sent a copy of the letter to Window World ******************************************************************* requesting window replace or a refund within ninety days from date of letter, which no one replied to. I have been in contact with the ******* office talked to *******, ************, he told me that it would be up to the Vic-President to make the decision to refund or replace my windows, this was over a month ago and I have not heard anything from anyone.

  Business response

  02/09/2023

  This was a manufacturing defect and we will be reordering the windows for this home. Please allow 6-8 weeks before we receive them. 

  Customer response

  02/12/2023

   
  Complaint: 19366761
  
  I will only accept these windows after they have been installed and tested for a few months. Weve had the old ones for over three years and they have never worked right. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased four new sliding doors and one window from window world of Huntsville, AL in early 2022. I waited patiently several months for the delivery and installation. I have nothing, but problems with the install. They have failed to properly seal the covers, one door has a piece that fell off, the covers do not fit correctly and one door does not shut correctly. They have returned to fix the problems several times, but have consistently failed. I tried calling them several times in the last few days, but they have not answered the phone or returned any of my messages. Attached I have uploaded some of the pictures. I have yet to pay them in full because they have not finished the job. On 16 Jan 2023, they threatened to send my bill to collections while indicating they have tried to get me to pay. They have not tried to get me to pay at all because they have not finished the job. I am happy to pay the bill once they finish. The other alternative is I pay the final bill, have a competent window company fix the is***s and *** them for the cost of repairs.

  Business response

  01/18/2023

  We apologize deeply for this. We will be calling you now to go over a plan of action on how we are going to take care of this. 

  Customer response

  01/19/2023

   
  Complaint: 18822497
  
  I am rejecting this response because: the business is only interested in collecting the money owed to them.  They are threatening me with collections unless I sign a completion certificate on 28 Jan when they return to fix my issues.  I am happy to sign the certificate and pay them if they fix my issues, but not until then.  I request this claim remain open until then. 
  
  Sincerely,
  
  ***************************

  Business response

  01/26/2023

  We would like to finish the job before any payment is collected. 

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  07.20.21- WW came for estimate 08.20.21- Signed contract w/ WW ($16,000)10.14.21- WW called stating windows are delayed 11.23.21- WW called stating have windows and to schedule install 03.02.22-03.04.22-WW installed windows and door. MB window and ** trim wrong 03.11.22- WW scheduled payment for work ($16,000)06.29.22- WW called to schedule MB window replacement 07.16.22- WW called to schedule MB window 08.05.22- WW called to reschedule appointment that was on 8.8.22 09.02.22-WW tech came to replace window in MB and trim on **, ** trim not with technicians. Found exterior casing wrong outside & indoor trim damaged. Pics taken by repair tech.09.06.22- WW called, called WW back, and agent said would have Project manager call me 09.06.22- ****(Project Manager) called stating scheduler will schedule a PM to come assess situation 09.06.22- Window World called to schedule appointment for 9.14.22 w/ PM 09.14.22- 2 Project Managers came to assess the issues and wrote new service contract to have repairs made. Identified interior trim was used on the exterior of home and this trim was for interior purposes only and WW needed the original installers to come and replace the trim with exterior trim, since the contractors were paid to do so originally. Stated original crew will correct outside defects, repair tech would come correct inside defects identified- such as damage to interior window casings and missing trim on interior of front door. *One of the project managers asked to use my restroom, and did*09.29.22- called WW due to no contact for 2 weeks (I initiated contact NOT WW)09.29.22- indifferent agent on phone scheduled appointment for 11.03.2022 11.03.22- original install crew came to repair their work from MARCH. They DID NOT bring the ** trim with them that we have been waiting on since MARCH, need additional apportionment. 11.09.22-no call yet from WW to place the missing ** trim. Proposal: 15% money back and place missing trim on **

  Business response

  11/15/2022

  We appreciate your patience with this job. It appears that we will be out today (11/15) to get this corrected.

  Customer response

  11/15/2022

   
  Complaint: 18382999
  
  I am rejecting this response because: 11.15.22- the master tech came to replace trim and didnt have it on his truck, even after the manager called to confirm the correct piece prior to their coming. As of 11.15.22, trim not replaced and no offer of any type of reimbursement has been made. 
  
  Sincerely,
  
  *****************************

  Business response

  11/17/2022

  This was completed on 11/16. The trim that was to be installed on 11/15 was rained on in transit. We didn't want to install waterlogged trim, so the following day we completed the job with newly painted trim. 

  Customer response

  11/17/2022

   
  Complaint: 18382999
  
  I am rejecting this response because: the repair tech did come and successfully place the trim on the 2nd visit in 2 days, after the BBB complaint was filed. However, WW has not extended any type of reimbursement offer for these damages and ongoing issues/burdens, nor have they acknowledged that piece of the proposal of this case. By neglecting that part of this complaint, they are continuing to demonstrate a lack of empathy or ownership towards this situation and treating the situation as a BAU occurrence for how they conduct business. This account was created in August of 2021, installed in March of 2022 and 4 repair truck rolls and 8 months later, I just now have my trim installed because I filed a BBB complaint? My request is for WW to extend a reimbursement offer, and that within itself is not unreasonable, due to the nature of this complaint and what we have experienced for a year and 3 months. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3-15-22: French door sold. 10-11-22: French door installed poorly. 10-12-22: Service contract written up to make corrections, person later left company and never turned in paperwork. 11/4/22: Service contract written up to make corrections, never contacted by company to make such corrections.

  Business response

  11/15/2022

  Thank you, 

  We will be calling immediately to get this resolved. 

  Customer response

  11/16/2022

   
  Complaint: 18370864
  
  I am rejecting this response because:
  
  I was never contacted. Even 24 hours after this response. 
  
  Sincerely,
  
  *********************************

  Business response

  11/17/2022

  Our Project Manager, ******, has spoken with this customer and let her know the door frame is in production. This will take 3-4 weeks to deliver. This was also discussed on site during the last quality check. 

  Customer response

  11/17/2022

   
  Complaint: 18370864
  
  I am rejecting this response because:
  
  I was never contacted. I had to call him to come out here with another boss, *****. The two men took notes and never wrote up a service contract. I then called again and ****** emailed me an unsigned contract. There has also been no discussion for refund or discount. 
  

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

  Business response

  11/30/2022

  11-30-22  

  The door is in production. I was with ****** the day he told her how many weeks it would take. She requested documentation of what we planned on doing to fix, and that is when ****** sent her the service order for our field team. Everything that was on the service order was discussed in person with her with myself and ******. 

  
  We do not like discussing compensation until the job is completed, and we definitely do not discuss it on an open platform on the web. It is handled internally. 

  
  This is still an open contract. It cannot be closed until I get the warrantied door frame. 

  Customer response

  11/30/2022

   
  Complaint: 18370864
  
  I am rejecting this response because:

  No one has contacted me to discuss compensation. Every point of contact has been made because I initiated; otherwise, Id be stuck with a door that doesnt close and all its other problems. In fact, I was expected to make payment on it this month. I do NOT feel comfortable making payment on this even though I did. Furthermore, I should be compensated simply on the fact that my heat bill has skyrocketed because of this. 

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

• Initial Complaint

  10/31/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Signed a contract for a new door and install with sales rep ***************************** on 7/5/2022. Before signing I asked if a Saturday install would be a problem as I was not able to be home an a weekday. ***** assured me that they did installs on Saturday and it would not be a problem. I was told door would take up to 10 weeks. Door came in within the 10 weeks time frame however they told me they do NOT install on Saturdays. After a lengthy discussion I was given a Saturday appointment about 4 weeks out. That appointment has now been rescheduled 4 times, always notified the day before or day of. When they called to reschedule my last appointment that would have been on 10/8/2022 I asked to speak with a manager. After a lengthy hold the escalation person got on the line. I was then schedule for 10/29/2022. I again asked to speak with a manager and was told none were available. When I insisted to speak with management I was assured I would be called the following Monday. To date, no manager has called. Well today was my install date. When no one had called to cancel I thought they might actually show up. I waited until 30 minutes after the appointment time of 9:00 to call. I was told by ******* in customer service (?) or whatever department answers the phone on weekends that I was never on the schedule for today. The last note in my file showed they left a message to cancel the last appointment and I never returned the call. They apparently decided to completely remove my last conversation along with the new appointment from their records. I was then offered the next appointment available, 12/28/2022, a Wednesday. ******* stated she was not allowed to schedule a Saturday appointment without manager approval. I again asked for a call from management and was told that *********************** would call me on Monday. I dont know what to do to get this door installed on a Saturday as promised by sales rep. Will have to see what Monday brings but have lost all confidence in them.

  Business response

  10/31/2022

  This is not how we conduct business. We are very sorry to hear this has happened with you. Our Production Manager will be calling you immediately to get this resolved. 

  Customer response

  11/01/2022

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Crew knowingly installed broken windows in April 2022. I have yet to have this problem corrected 7 months later.

  Business response

  11/15/2022

  11-15-2022    

  Hi,

  I was out of town for 2 weeks and I take it my replacement didn't respond to this. This was actually completed on 10/31. 

  
  

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

  Director of Operations

*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. ↩