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Complaint Details
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Initial Complaint
08/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered glass replacement on April 7, 2023. I paid for the glass to be replaced in full. They came out to the home to replace the glass and only had the correct sizing for one of the pieces. They told me it would be 2 weeks for the reorder. I waited two weeks and called, they said the glass was in however they could not install it for another two weeks. This took us to May, I never heard from them so I called and they scheduled it for Monday July 3rd at 9:00am. I waited for the installer until 12pm. He no showed. I then called and they told me that the installer forgot and that he was out of town until the 24th of July which was the soonest he could come back out. So I scheduled for Monday July 24th. He came on Monday Juy 24, and had the wrong size glass again. I have now requested that I just get reimbursed back the money that I already paid since they can't seem to get this right. NO ONE has called me back to try to refund or quickly resolve this problem.
Business response
11/16/2023
Hello,
This was resolved on 9/15/23. The correct piece of glass was installed to the customers satisfaction.
Initial Complaint
10/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
4/7/2022 David Harney Sales Manager visited with us at our house and measured and ordered a small picture window. We paid by check #2911 on 4/7/2022 a deposit of $263.00 was required. The window came in and Zach the installer arrived at our house on 6/1/2022 and said the window David ordered would not fit. Zach said it was too large. The window David ordered was 36.25 inches x 8.0 inches and Zach said he should have ordered a window that was 35.5 x 7 inches. When we contacted David by phone and told him about the window he ordered, he yelled at us and said he told us he would not be able to get us a window that would fit. He refunded part of our money, on 6/8/2022 we received a check from Window World in the amount of $133.00. We asked David why he did not refund our entire deposit amount and he said he could not that it was not his fault the window did not fit. We want the rest of our money returned to us in the amount of $130.00. David ordered the wrong size window and Window World should do the right thing and return our entire deposit amount.Business response
07/27/2023
We have processed a check for a refund of $130 to Chris Fitzgerald, this will fully refund the customer. We apologize for the delay on this. The sales manager originally requested the 1/2 refund but the owner authorized a full refund as this was not the customers fault. Check number 5780 will be mailed to the customer within 24 hours.Initial Complaint
07/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased windows from window world and there were specifications on thermal blockage and they were double glass windows with a gas charge ( I forget the name). I purchased an upgrade on the film coating. I took infrareds reading in and around February/March I contacted window world due to cold internal temps. I later took more internal infrareds temperatures as the temps rose They were higher then expected contacted window world owner said the filming/coating may have been put in backwards. The representative from manufacture came to my home and did some test and indicated they were contact window world. I have made numerous email, text and phone calls and have not had any resolutions. When I make contact by phone or email owner of window world is out of town he is in the mountains or not available when I spoke to salesman that sold windows he said that was not his responsibility. My latest contact I was told guy from manufacture was in hospital and owner from window world said it was a manufacture issue. I don’t know what that means whereas window world is their distributor. Window world takes not responsibility. This issue has been going on about 5/6 months. I would like to see what it will take to resolve this issue.Business response
07/26/2023
This job is completed. We have sent manufacture reps to the customers home. The rep showed him that the low-e was on the correct surface of the glass. Manufacture was supposed to send the required specs to the customer showing that it was correct.Initial Complaint
06/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Window World has not replied to my phone message from last week or to my follow-up request though the BBB. We purchased an expensive fiberglass front door from Window World on June 28, 2021. It was installed several months later. It has already begun to peel. We have asked for warranty information and/or repair/resurfacing through them. Silence.Business response
07/27/2023
Owner attempted to make appointment with Barbara to go see the problem. Tami called Barbara on 7/26 at 10:25 am to advise her he could be there at 11am the same day. Barbara responded to Tami, "I didn't make an appointment with Window World" Tami attempted to explain that she was trying to make the appointment, but customer cut her off and said "nope not me" and ended the phone call. Tami tried to call back and got voicemail, she left a detailed message for customer stating that the owner would like to come and look at the repair to help resolve the problem. We did not hear back from customer. We are not sure why the customer will not allow us to make contact when her complain is "silence".Customer response
08/11/2023
You must be kidding!? How many MONTHS did it take you to reply!? I had to pay a handyman to repaint the peeling paint on the door you sold me. Shame on you!!!Initial Complaint
12/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We originally worked with window world in late April/early May 2021 to get a new sliding glass door. Their prices were great and the product we decided on was exactly what we were looking for. The day they were going to install, we had to call them 30 minutes after our appointment was supposed to start to learn that the tech called out sick. We understand it happens, but why didn't they call us as soon as they knew instead of waiting for US to call THEM? It was a weekday and I took the morning off for for the installation only to have to reschedule it again. They did include a discount for the mishap and I appreciated it. The real problem is that once the sliding glass door was installed we noticed that there were marks on the inside of the double pane where we couldn't reach it. WW said they knew and that they had reached out to the manufacturer. The door was installed in June and it took until December for them to come and replace it, which is not ideal but in 2021, not unexpected. However, once they installed the clean glass, the door started to make a weird squeaking sound when we closing. There is also damage to the installation and the frame is dented. This did NOT happen before. The previous door they installed worked great, the only issue was that it had marks inside the double pane. When we brought it up to the tech that it needed to be fixed, he said "I'm only here to install the door" and added some lube saying "that's the best I can do". A brand new door should not have these kind of issues.... this is ridiculous. I just want a sliding glass door that works and doesn't squeak and isn't damaged. We called the business during hours of operation to complain and had to leave a message and are still waiting for a call. Saddest part of all of this is that the door itself is a beautiful upgrade to our house. All of the negatives surrounding the installation has ruined the experience altogether though.Customer response
01/04/2022
Good afternoon,The company came out this afternoon and made the repairs to our satisfaction.This complaint can be closed. Thank you for the help!Sent from my iPhone
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Get a QuoteCustomer Complaints Summary
5 total complaints in the last 3 years.
4 complaints closed in the last 12 months.