Complaints

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:08/25/2023

  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 want to file a formal complaint against Window World for incomplete work, customer service that doesnt return calls they promised to, and false claims. We purchased windows from them and were pleased so to try and save money on our energy bills, we ordered vinyl siding. We were to get free shutters but to date have NOT received them. They destroyed our rain gutter and took it down and threw it away. They claim that a man had called and told my husband that we had to take rain gutters down but, since we have no home phone, and the number on file is my cell, he did not speak to my husband nor did they speak to me. I have called them no less than 4 times and got promised a call back that afternoon or next day. Then I stopped by the office on 7/2/23 and spoke to ***** and explained the problem and she was to talk with her boss and call me back that afternoon or the next morning. NO CALL BACK. I sent our salesman an email and no response from him. My husband is 91 1/2 and I am 76. We are on fixed incomes but we have made every payment. I contacted the financial services that finances their work, and they contacted WW and never got a response back.

  Business Response

  Date: 08/26/2023

  ***************, I am aware of your request, but per the contract you did not contract for new gutters therefore we can not take down and put up old gutters as stated on contract. If you want new gutters will be glad to put them up and I will discount them.

  Owner

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20514911
  
  I am rejecting this response because:
  The gutters were destroyed by YOUR men. They took down not only the crushed sections but also the downspouts then they threw them away. No we didnt contract for new gutters but we were NEVER informed that we had to remove them before the siding could be installed. Had we been told we would have taken them down.

  also you knew about the problem with the gutters and the area by the back window that YET has been fixed.

  We want them to bring back our old gutters and down spouts. They have not completed the work that they were contracted to do. By the kitchen window, there is no caulking. They have smashed the trim piece above the window. They were aware of this because they have pictures of it. They came Friday and fixed the gasket over the garage door and hung the shudders. They said they were coming Monday to caulk the window. Nobody showed up. 

  Business Response

  Date: 08/29/2023

  Sorry you feel that way but to properly install siding gutters must be taken off and  WW is not responsible since it was not contracted to replace gutters.

   

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20514911
  
  I am rejecting this response because: There is NOTHING in the contract that advises me that I needed to take the gutters down. The installers should have put them aside and not destroyed them and disposed of them. Simply return my gutters and downspouts. 
  also, we were advised that our salesman, ******, and another gentleman from WW would be out this past Mon. to look at the back window and no one showed up or called. Your total lack of customer service after you get your money from ***** Fargo is ridiculous. Had we known your customer service was so bad we would NEVER purchased siding from you. You advertise your business and how good you are but that is far from the truth.

  
  Sincerely,

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

  Business Response

  Date: 09/07/2023

  Will follow up on service and have the office reach out to you.

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20514911
  
  I am rejecting this response because:
  They have made numerous promises to come back and they dont show up or call.

  In fact, when I was in the building on Tuesday, they started talking about me when they thought I was gone but I was still in hearing distance. I dont feel I am being unreasonable, when you spend over $24,000 on something you expect the job completed in a timely manner and that you shouldnt have to go to these extremes to get satisfaction.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/07/2023

  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.

  On January 27, 2023 I contacted Window World and talked to a lady named ****** about issues I was having with my door. The door was chipping where the nails were. The door would not shut all the way and the front of the door was fading. ****** told me at the time the door had a lifetime warranty and asked me my address. When I gave the address she asked me if I was the original owner which I said no. She said it was ok that I could pay the $250.00 to transfer the warranty but said I could wait until that sent out the repair guy to look at it.On January 31, 2023 a man by the name of ****** came out and look at the door and took pictures.On February 13***** I called back because nobody reached out to me to tell me anything or what the next step was. At this time I talked to another rep and asked why nobody was contacting me.On February 28 ***** I called back and talked to ***** which said she would contact ****** and ask him to call me the following day.On March 1, 2023 ****** calls me and says we dont carry that brand of door anymore so we will not do anything to fix or replace the door. He said I had to call the manufacturer to see what they will do.I was willing to pay the transfer of warranty but was told to wait now Im being told that they will not do anything because they dont carry the door anymore. Lifetime warranty is a lifetime warranty. This is unacceptable.

  Business Response

  Date: 03/20/2023

  Vendor of the door manufacture is no longer associated with Window World, customer must go directly to vendor as stated to him previously.

   

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We had Window World install approx. 25 windows and 1 storm door on or around 05/26/2022. Now the window locks are not locking the windows ,caulking is coming off around exterior and some of the screens keeps falling off. I have called the the installer several times since the windows were installed and they have yet to come and correct the problems with the windows. We paid over 15K for the install. we feel very unsafe since the windows do not lock. We have 5 grandkids living in the house.

  Business Response

  Date: 12/06/2022

  Customer does not belong to this store.  Please contact WW of ****** ** to correct his issues.

   

  Customer Answer

  Date: 12/12/2022

   
  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,
  
  *****************************