ComplaintsforWindow World Of Huntsville

• Initial Complaint

  07/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A window was broken back in November, 2020. The first pane of a double pane window. I called Window World who came out and said because of Covid, it would be around March to get a replacement Window. The employee wanted 50% down of the total cost to replace the window. The total cost was $500 so I paid $250.00 up front. March came and went and we are now in July. I called at the end of February when I was told it would be March. I called in June asking what happened and the receptionist in Huntsville said that someone would call me back. That never happened. I told her if nobody would, I would reach out to BBB which is why I am here today. This company stole my money and is not making any attempt to refund or finish the job.

  Business response

  10/04/2021

  Consumer Response /* (3000, 14, 2021/08/03) */ Window World HQ reached out to me 2 weeks ago and offered to replace my window at no additional cost. They scheduled it to be installed last week and 5 people showed up to install the window. I consider the matter resolved at this point and if it wasn't for you, I would still be here with a broken window! Thanks for your help!

• Initial Complaint

  07/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Called Window World of Huntsville way back in January and ordered 11 windows and a door paying 1/2 of total bill at order. Was told 3 months. Started calling in May and could never get a phone call answered let alone an answer to my questions. I understand Corona so I was trying to be patient. Finally reached someone that told me two weeks......1 month later still no call. Again another month later and still can't even find out if my windows have been made or not. Finally called back about three weeks ago and got "they have been delivered to warehouse and I have a email sent to scheduling to get you set up for install." Fast forward another week and finally get scheduling call only for them to show up 2 hours early on scheduled day while I was at work and couldn't leave yet. Was told by crew boss that they would return the next morning by 7 am. Next day 11:00 no crew. Called Huntsville office got the run around. Now saying next Friday! Total poop show!

  Business response

  09/22/2021

  Business Response /* (1000, 5, 2021/07/12) */ Thank you for your patience in this matter. After speaking with our Director of Operations today we are in need of a sash for a 3lite slider to be able to install said window and complete the job. He will be communicating to you directly on the status of this ship date. Consumer Response /* (3000, 7, 2021/07/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I really just wanted and needed some open communication with the company. The representative I spoke to promised to keep my file on his desk and keep me updated on my window that was broken and potential install date. The other 10 windows and door have been installed by very courteous folks and to my expectations.

• Initial Complaint

  07/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Received a quote to perform window, entry doors, garage doors replacement over a year ago. The windows that were installed were manufactured with smudges inside the panes. The doors were installed with the wrong knobs. One door remains to be wrapped/ trimmed. Only one garage door of two installed. The one installed hasn't been completed. This has been the worst debacle ever. I wish I'd never signed that contract.

  Business response

  09/28/2021

  Business Response /* (1000, 5, 2021/07/12) */ Our Director of Operations has reached out and left a voicemail to get this handled. We have to respond in a certain amount of time. Please call back as soon as you can.

• Initial Complaint

  06/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  October 20,2020, contract signed with Window World (WW) to install five (X) XXXX Series DH All-Weld windows @ $219.00 each, plus other charges totaling $2800.00. Gave the Window World Salesman (WWS) a check (Check ***** $1400.00). October 20,2020, WWS took the measurements. October 27,2020, WWS returned with another Window World Representative (WWR) to confirm his measurements. WWS said installation would be after Christmas. We agreed and waited patiently. Jan 2,2021, Started calling XXX-XXX-XXXX, & we got the run around! May 26,2021, Finally, a Window World Contractor (WWC) (Chuck) shows up, I was ecstatic. He installed the one window & didn't know when the other ones would be installed. Asked for manager's name/number (Todd*General Manager*XXX-XXX-XXXX) My husband called Todd, explained the situation & he requested our windows to be installed by June 17,2021, he agreed. June 25,2021, Called Todd,no answer, I left a message. June 29,2021, Called Todd,no answer, I left a message.

  Business response

  09/28/2021

  Business Response /* (1000, 5, 2021/07/07) */ This has been scheduled for 07/13. Thank you for your patience regarding this matter.

• Initial Complaint

  06/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered windows in Nov, for $3600 paid half $1830 and remainder due upon completion as per contract. Install started in 4/21 and from the beginning it was a disaster and empty promises and lies . They made appts. to finish job after first visit which was suppose to finish in one day, which they were cancelled numerous times even after I had took off work to be there. Since then and me writing bad review was only way to get response from them. After they did come back I have had to call them 3 times because windows wouldn't lock, damaged window and molding issues. I was under the impression they would be back Monday 6/14 but haven't heard anything and no one has responded to my text. They have charged my card for the remaining balance, but job not complete due to faulty and damaged merchandise. After looking at reviews this seem to take place often. thanks

  Business response

  09/16/2021

  Business Response /* (1000, 5, 2021/06/21) */ Our Director of Operations has called the customer, and We have this scheduled for 06/29 for completion. We appreciate your patience in this matter.

• Initial Complaint

  06/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased windows and a sliding glass door for our home that were installed on April 12th. The sliding door was not finished and I was told would be finished within two weeks. There have been two different people out here and I've had 4 rescheduled appointments before this last appointment on May 14. Since then I haven't heard anything from window world and the work is still not finished nearly two months later.

  Business response

  09/16/2021

  Business Response /* (1000, 5, 2021/06/07) */ Thank you, We will call you immediately to schedule. Consumer Response /* (3000, 7, 2021/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) WW called and I missed their call so I called them back and of course no one answers. I left a message on Monday for them to call me back to set up the appointment and I haven't heard anything since. This seems to be the usual behavior which is why I've filed the complaint to begin with, they are impossible to get in touch with. I do not understand why they cannot finish my install. This is absolutely ridiculous, over two months now. Business Response /* (4000, 9, 2021/06/11) */ Thank you, We will call you back immediately. Consumer Response /* (3000, 11, 2021/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) WW finally got me on the schedule for June 21st but I've been rescheduled so many times now I really have no idea if the project will actually get finished. As of now I'm not satisfied with WW and would definitely not recommend them. Hopefully come the 21st my door will be finished so we will have to wait and see. Consumer Response /* (3000, 16, 2021/06/23) */ I also want to add that no one I've spoken to at window world has seemed sympathetic or apologetic for all the rescheduled appointments and multiple times now I've thought someone was coming to finish this job and either didn't show up or called to reschedule. WW has made it clear that finishing this job is not a priority for them and are in no hurry to finish it. At this point the very least WW could do would be to just finish the job. As of right now they rescheduled me again for Friday, June 25th. I was not given a time because I was told by Katie that Gerome would have to unload Friday but would finish the job after he was done with that. I'm glad Gerome will be finishing the install because he seems competent and this is not his fault but WW the company needs to take more responsibility in making sure their customers are taken care of and of not do something to make it right. Business Response /* (4000, 18, 2021/07/01) */ We are happy to report these services have been completed. Consumer Response /* (4200, 20, 2021/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am happy to say the job was finally completed On Friday, June 25th by Gerome. He did a great job and is the only reason why I would recommend WW. While he was out here we got to talking about some of the other issues I had with my install. Two of my picture windows were not trimmed because I was told by the installer he couldn't do it. Thankfully Gerome said he could and he is coming out next week to finish them for me. I also have noticed dust and wood in my trim where the installers didn't wipe the windows before caulking that I'm going to have to fix. Overall I'm still not satisfied with WW but I'm not sure what else they could do besides give me a discount and make sure the installers work is completed properly. The customer shouldn't have to call and complain, they should have someone inspect the work done and fix anything not up to par.

*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. ↩