ComplaintsforWindow World Of Huntsville

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 22, 2022, I ordered a storm door from Window World. The price was $650 and I paid a deposit of $325. Four months later on July 20, after many delays, an installer came to install the new door. He removed my existing door and attempted to install the new door but discovered that it did not fit because the height had never been measured at all. It was just assumed to be a standard height. My utilities bills have been higher than normal because I no longer have a storm door. I have sent emails to Window World and requested the return of my deposit but they have not cooperated so far.

  Business response

  10/28/2022

  We have settled on a dollar amount for this contract, and the door is installed. There was a bent sill extender for the storm door in which we have a new one and are bringing back out there today. 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About 1 ½ years ago I started working with Window World on warranty work that the local franchise did for my Mom in North Alabama. The work contract was executed on 10/22/2009. She had about 6-8 windows that fail and we started trying to get them replace. I was able to get all of the windows replaced except one that was missed when they ordered the replacements. In the process my Mom passed. My sister moved into the house and we still cannot get them to replace the last window. Also when Mom had the windows replaced they put in a double door replacing a sliding glass door. We have also had failure on the door and Window World is saying they do not have the contract even though we have a copy. To bring this story to a end quickly, window world had been out several time and we get promises that never happen. One of the workers, on one of the visits found that the windows had not been installed correctly and that was probably what was causing the window failures. I suspect the same thing has happened with the door. Window World pulled every single window that they replaced and reinstalled the windows and guess what, moisture in the windows has stopped and the utility bills have improved. What can you do to get the final window replaced, and the door replaced, under the warranty that you provide with all your work.

  Business response

  08/10/2022

  We are sorry for the delay in this warranty service. We are having to pull the file with the information of the door because we do not have it in in our CRM system. We built that system in 2012, so anything before it we had to manually enter it and sometimes a file wasn't entered we have found. We always warranty our product and will stand behind this when we get the information we need. Measurements / Specs / Etc. 

  Customer response

  08/10/2022

  I am rejecting this response because: We have been hearing this same response for over a year now.  I actually provide the contract to the BBB when I sent in the original compliant into the BBB.  I am attempting to add the contract again.    
  

  Business response

  08/24/2022

  We will be providing this customer a new door. 

  Customer response

  08/25/2022

  I have reviewed the response made by the business in reference to complaint ID 1*******, and find that this resolution is satisfactory to me.
  

  Business response

  09/20/2022

  We aren't sure where the miscommunication lies, but the door was ordered on 09/01 and has an expected delivery date of 10/07. 

  Customer response

  09/22/2022

   
  Complaint: 17686526
  
  I am rejecting this response because:  We have been going back and forth with Window World for over 1 year.  This door has been measured at least three times with expectation that the door would be replaced.  Until the door is actually installed, I will not accept the response.  Check back with me on Oct 14th and I can accept the response if all work has been completed satisfactory.  
  
  Sincerely,
  
  *************************

  Business response

  12/27/2022

  It appears the new door has a ship date of 02/01/23. We apologize for this delay. We do wish this complaint remains open until the door is installed. 

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The guy that came and fixed the window over my kitchen sink twisted my faucet which made it inoperable. He attempted to adjust it but made it worse. The incident happened on 17 June 2022. I called on 18 June no manager was there. The girl answering the phone said they would call Monday 20 June. No one called so I called them. The man I talked to said typically what happens is the homeowner gets it fixed and they reimburse you. The next day they told me they weren't responsible for the faucet being fixed and they would not pay for the plumber to fix it. Because WW employee broke the faucet, WW should pay for the repair. I had to call a plumber who came on June 23, 2022 and made the adjustments necessary for the faucet to work properly. The total cost was $85.

  Business response

  07/11/2022

  We have sent a reimbursement check for the repairs to the sink. We apologize for the inconvenience! 

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window World installed a storm door in February which immediately began to leak.I have contacted their very rude customer service on many occasions without success in rectifying this situation. I filed a complaint the the North ******* BBB in April and Window World responded that they would replace the defective door. The North ******* BBB closed the complaint.Since them, they have not contacted me in any way and I am still stuck with a defective storm door.Please keep this complaint open until Window World actually replaces the door.

  Business response

  05/24/2022

  We are still waiting for the storm door to ship to us. We are going to replace it as soon as we receive it. 

  Thank you, 

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Storm Door from Window World sometime in September 2021. It was installed In February of 2022. What a received was a Storm Door/Screen Door Combination. It immediately began to leak water from the door's bottom seal. I contacted Window World who sent a technician who agreed with me the door was leaking and applied silicon caulking which did not fix the problem. Approximately 2 weeks later another technician came out, agreed the door was leaking, applied some sort of tape product which slowed down, but did not fix the leak. The technician said he would get someone to take pictures of the leaking door because that is what the Manufacturer of the door required in order to replace the defective door. Approximately a week later, a third technician showed up (I think he was a Supervisor), informed me the door was suppose to leak, and dismissed the matter. I again called Window World (this time upset) and informed them that none of the other Storm Doors on my house (most are at least 15 years old) leak, and they either need to replace the door or refund my money. This last phone call was handled by extremely rude personnel explaining to me the Manufacturer of the door was at fault and they were not responsible. I never dealt directly with the manufacturer, I dealt with Window World. I need this door replaced or I need a refund. Period. I am done with Window World wasting my time and money.

  Business response

  04/21/2022

  We are very sorry with the frustrations around this storm door. We are willing to replace it, and order is taking place now. 

  Business response

  04/22/2022

  We understand your stance here. We do not wish this to be marked as resolved until the job is resolved. 

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered doors from window world last august with the understanding and assurance of their sales person *************** that they'd be installed within 12-16weeks. I've called multiple times since Dec 10,2021 about my doors and keep getting the run around and told they'll ship out "tomorrow " it'll be 2-3 mores weeks for installation. I asked about canceling the contract since they haven't held up their end of the deal and was told I could not do that. I just want the doors I ordered properly installed and to stop being lied to by this company.

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/02/09) */ We unfortunately cannot predict or control the manufacturer's delays. It appears we have been updating you periodically to just stay in touch. We apologize it seems to be lies, but the doors are just not in. We will get them scheduled as soon as they arrive.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Our initial contract for a storm door was signed on 3/17/2021. After receiving HOA approval on 4/13/21, we paid a $750.00 deposit on 5/3/2021. Since that time we have been given the run around. We were initially told it would be 12 weeks for install and then it kept being pushed back and pushed back. Several messages were left and never returned. On 10/25/2021 we finally thought our door was being installed, only to find that the product delivered was faulty. It was returned to them and since then, we have heard absolutely nothing. No updates, no apologies, nothing. At this point, I have very little hope that we will actually receive a product at all and to be honest after all of the run around and lack of communication, I no longer want anything from this company in my home.

  Business response

  02/10/2022

  Business Response /* (1000, 8, 2022/01/24) */ We received the required parts to complete this job. We have attempted to schedule these parts but have been unsuccessful. If these parts do not correct the issue, we will grant your request. Consumer Response /* (3000, 10, 2022/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have been told now that they'd had the parts since November, but we were only been contacted since filing this complaint. They tried to say it was our job to contact them, but that is ridiculous. If they had the item, they should have contacted us, which is just more of the same lack of communication. At this point, No, these parts will not fix the problem because the problem is the lack of customer service on the part of the company. We would like the door returned and our money refunded. Business Response /* (4000, 12, 2022/01/28) */ We have handled this internally. Thank you for your understanding. Consumer Response /* (3000, 14, 2022/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) We have received acknowledgement that our money will be returned. Business Response /* (4000, 16, 2022/01/31) */ Thank you.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In July 2020 I contracted with Window World to 1) replace a street-front, picture window under warranty 2) make and install two custom windows 3) replace existing siding on our home. I paid half the cost of the job under the assumption that it would be completed in 3-4 months. Replacement Window. After approximately 3-4 months the picture window came in. The installer broke the rubber seal and said he would replace it later. After 3-4 months he came back with the plastic seal and during installation, cracked the window. He said he would replace it later. After 3-4 months, I was contacted and the new window was installed. After numerous failed appointments and excuses, this first task was completed in about a year. Custom Windows. We began remodeling our bathroom in January 2020. We wanted 2 polygon shaped windows. Window World took the measurements and said the windows would be manufactured and installed in 3-4 months. After some delays (more excuses), the windows came in. The installers cut through the siding on the house and discovered that the windows were made backwards. The dimensions were correct, but they were made with the inside out. They installed one backward window and reordered a second time. Three to four months later (more excuses and delays) the windows came in. This time they had one window made correctly, but the second window was still backwards. They installed the one good window and reordered the second one. Three to four months later, the second window came in and was installed. Foam installation on the first window was inside the bathroom. Foam for the second window was applied on the outside of the house. It took approximately 16 months to get the two windows poorly installed. Siding. This project has never been started. We are now coming up on 2 years that we contracted with Window World to perform 3 tasks. It is apparent that they are unable to correctly order or install windows in an accurate/timely manner.

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2021/12/17) */ We have the sash required to complete the window contract. We will get the siding scheduled with the customer immediately.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Sir or Madam: I am writing this letter regarding a product I purchased from Window World of Huntsville. My account number with Window World of Huntsville is 408045526. I purchased a total of seven (7) 2000 series DH replacement windows from Window World on 06/15/2021. The contract was signed on this day, with a $1,000 dollar down payment; with the agreement being that my windows would be installed no later than mid-September of 2021. On August 12, 2021 I telephoned the company to find out the status of my installment. The customer service representative stated that she had no information concerning the installment other than my windows had not been ordered at that time. I called again on September 9, 2021 and the same information was given to me. No information was available to me concerning the installation of my windows. On October 5th. I called the company to request cancellation of contract and a refund of the 1,000 dollars that I had given to ************, the Window World service person who I signed the contract with on 06/15/2021. The reason of this request was due to the fact that Window World had breached the contract by providing me false information concerning when my windows would be installed. I was told that I could could not get out of the contract and that my windows were JUST NOW in the process of being built. This was not acceptable to me and I still insisted on cancelling the contract. i was again told that this would not be possible. I then informed them that if my windows were not installed by ten day of the date of this call, I would contact my attorney for legal action. On October 13, 2021 Window World sent a contractor to my home to begin installation of my windows, but to my disappointment, one of the windows that was sent for installation was the wrong window. The contractor told me that window world would have to re-order that window and that it will take six to eight weeks (from October 13th) to hopefully get another installation date. Today is November 16, 2021 and window world can still not give me an answer as to when the completion of my window installation will occur. I paid $1,000.00 for this product. Payment was made by check, number 589, dated June 19, 2021. I contacted Window World of Huntsville Cody ******* on October 18, 2021, and explained that the product was unsatisfactory. No response - went to Mr. *******'s telephone voice mail Failure to receive an appropriate response to this problem has prompted me to write directly to you. On October 06, 2021, I contacted Window World Corporate office in Georgia and explained that the product was unsatisfactory. Corporate office referred me back to Huntsville Office, and was given a definite no for my request for refund and cancellation of contract. Requested the manager to give me a call, but never received a call from any higher up. I would appreciate your assistance in resolving my complaint. I would like for Window World of Huntsville to send me a replacement product. If the product cannot be replaced, I would like for Window World of Huntsville to refund the full purchase price of $1,000.00. If the product must be returned to Window World of Huntsville, please direct Window World of Huntsville to make arrangements to pay for the expenses of the return. Enclosed are copies of my records, including Copy of contract I look forward to hearing from you soon regarding my problem. I would like to receive a response from you within 10 days. Please contact me if you have questions or need additional information.

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2021/11/24) */ We have one reordered window, and one reordered sash scheduled for 11/29. We have called and LVM with a return call to make sure that is the desired resolution like it states in the column.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed a contract with Window World on April 17 2021. We requested multiple windows be installed. We were promised this would be resolved in 2-3 months to install 7 new windows and replace 4 of their own that had failed. We paid half up front. Three of the windows were from window world and failed for leaking gas used to prevent heat and cold from getting in and out of the house, and the other just cracked. The ones that failed were installed in 2017. They scheduled to install on August 20. They never showed up. On September 17 they showed up late and only installed 2 windows. So 5 months or 2 months after we were promised installation. They promised to finish the job on the following Monday September 20. We took off work to be there and waited all day and after they were supposed to have already been there called and were told we were not even on the schedule. The earliest time they could then schedule us was November 12 from 9-11 am. They then had to reschedule for later that day showed up an hour late to that and installed 2 sleeves of window world "premium" windows that failed but did not install the 5 new windows. It is worth noting these "premium" window world windows were installed 4 years ago. We were assured they would show up November 18 at 9am but guess what they rescheduled for 1:30 to 2:00 pm. They didn't show and further more if they did they couldn't finish the job. According to the guy who showed up late the job will take 5-7 hours and showing up even on time which has never happened before would put them between 7-9 pm before they would be done. ​So we are about 7 months from the start of said contract and either want our money back so we can pay someone else to do the job, or for them to show up and do the job. We were promised 2-3 months and its been well over double that. We get that COVID-19 is terrible, but at some point we would actually like to have what we paid for or go with a company that will actually do the job.

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2021/11/22) */ This job was completed over the weekend. Both parties came up with an amicable agreement to make this right. We are very sorry for the delay in getting this completed for you.

*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. ↩