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:11/04/2022

  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.

  I ordered a window from this company on April 26, 2022. Installation took place on June 8,2022. I gave the installers a nice review and paid the remaining bal of $565.50. Three minutes after they left, I noticed 3 spots and dirt inside the double pane window - in the center of the window. I immediately called the installers and asked why they didn't point out the flaw to me. They told me it is guaranteed 100% and the company would replace it. I had to call the company 3 times before I was able to speak with a supervisor, *************************. He promised me that a new window would only take a few weeks because the frame was already installed and they only had to cut the glass. The new window was scheduled to be installed on Aug 29th - two and a half months later. The install was scheduled for ****am. At 11am, I called the office and was told that the glass broke when they put it on the truck. They would have to cut another glass. It has now been another 2+ months and still no window. They were scheduled to install the window last Friday between ****pm. At 5 PM, I called and was told that they were running late and would have to reschedule again. I did not even get the curtesy of a call that day. I called the Regional Manager, ***, and he apologized for all the trouble and said that he would get the window scheduled right away on Monday, 10/31. They did show up that morning, but it was raining too hard to install the window. It did clear up an hour after they left at 9am, but they didn't return that day. The office clerk told me that she couldn't reschedule until December because they were booked out. I called *** again and he promised to get it installed this week. He talked to his installers and I was told that they would be here today, 11/4, and we would be the first install of the day. Again, we moved the car, trash cans and furniture, and again they are a NO SHOW. Again, no call from the company, A discount and the window installed please

  

  Business Response

  Date: 11/21/2022

  Our office needed to cancel the appointment on 11/4 due to rain, the homeowner should have been contacted and made aware of that cancellation. We're currently looking into this with the installation department. Records show the customer has been contacted and the homeowner is on the schedule for their glass replacement today, 11/21.

  Customer Answer

  Date: 11/21/2022

  There were actually 3 scheduled installation dates and only one where they did show up, but it was raining so they couldnt do the install. They showed up today and took out the old window and attempted to put in the new window. It is too small on one side so another window has been ordered and hopefully it should be here in a few weeks. I still feel that a price adjustment would be appropriate.  I am hoping that this window will be successfully installed by Christmas. 

• Initial Complaint

  Date:08/08/2022

  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 ordered a security door on 3/17/2022. After calling several times (1 time a week since June) I have never received a call back after leaving a message. The one and only time i got a person on the phone (~Late July) other than the front office I was able to schedule the door install for 8/4/2022. Mind you its been over 4 months of no call backs and at that point i was about to give up. When 8/4/2022 comes around and the installers show up they show up with the WRONG door. I don't blame the installers for having the wrong door, the installers were actually nice and showed up with the door they were given. What i suspect happened was when I met with the sales people on 3/17/2022 and explained what i wanted in the door they either inputted the wrong part number in the order form or the communication between Window World and the manufacturer was misinterpreted. It is now 8/8/2022 and I have called them several times asking them to call back to discuss next steps and options and I am still waiting. It's unprofessional that they have not called back or even acknowledged the door was incorrect and not installed. It's been almost 5 months and nothing has been done. After I don't know how many calls (+20) to them I have not received a call back. I was lucky just that once and was able to get that install date set. I'm afraid its probably going to be at least another 5 months for someone to show up to my door.

  

  Business Response

  Date: 11/21/2022

  Window World of Orange County went through staffing changes in core departments in February and August and have been dealing with backlogs due to staffing losses. Our customer was contacted and the details of his door were discussed. He was interested in screen inserts, not glass which is a simple change out. Screen replacements have been ordered for his door, we discussed we would insert them into the door of his in our warehouse and send him a photo for his approval before scheduling installation. A photo has been sent to his email, were currently awaiting the customers reply on how he would like to proceed.