ComplaintsforWindow World of San Diego

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We began the process of ordering our windows with Window World more than a year ago. My wife, a local elementary school teacher at the time, was lied to by the sales person at Window World and their products were misrepresented by the sales person. However, this is not the primary reason for the complaint. Instead, it has to do with terrible craftsmanship, obviously broken pieces installed, crooked windows, crooked mutton bars, horribly mismatched mutton bars on adjacent windows, chunks of wood out of our siding, and the failure to complete the job that began with the installation in February, etc. Each issue was promptly identified by us with clear pictures and red circles to indicate exactly what damage needed repair. After a couple months each time waiting for materials, Window World would schedule a repair date and we would have to scramble to accomodate their mid-week and mid-day only installation times (we both work, so we had to spend out paid time off hours and/or request family to take time off to be present). This happened more than half a dozen times!!! because they did not fix the correct windows, broke even more trim pieces on the windows, or even installed the wrong window with mutton bars nearly twice the size of the one next to it... There are gaps in the trim around some of the windows close to more than half an inch and other moulding was broken at the ends and some fell off! We paid extra for the black windows (which is paint, by the way... not black vinyl...) and they scratched the paint on each window they repaired. In addition, one of the windows has a 2 inch long and half inch wide chunk broken out of the casing, and they did not fix it... they just shoved a very obvious blob of caulking in it... This was a nearly $****** job that only entailed replacing a dozen windows and 2 sliders, so it was not cheap per window.By the way, some of these issues are still not fixed. I want them to make this right in a monetary way. I withheld just <10%.

  

  Business response

  12/28/2023

  Hello Mr. ******, we've sent multiple techs out to take care of any issues that you have.  There were some manufacturer flaws and mistakes that we've taken care of and then I sent my Installation manager and my technician out to your home on 12/13 to resolve any remaining issues.  I've also reached out to the manager at the Window Manufacturer letting them know of the issues which is why the shipped the parts to us so that we can send our tech out to resolve the problem areas.

  On 12/16 I did receive a message from you stating that one more window needed to have some outside trim fixed and this window was the window at  your daughters room in the back of the home.  I did let my installation manager and my tech know about this and they told me they wanted to walk around the house to check everything but they heard dogs barking and they were concerned about going in the back  yard.  On 12/19 and 12/21 you did tell me via text that they can go into the back yard and that the dogs are int he Kennel.  I did inform my installation manager and he told me that as soon as we receive the additional trim to replace on the outside of the window, he would go back out right away and resolve the issue on your daughters window.  He said he will also double check the 2 screens that you had mentioned.   Our number one goal is to take care of you and get any issues resolved.  You do have a lifetime warranty and as you've seen, if you have an issue I will definitely get my tech out there to work on resolving any issues right away.  

  As soon as the extra parts arrive, I will reach out to you so that I can confirm that it is ok for us to go by and fix / resolve any issues.  Thank you for your patience in this matter.

  
  Respectfully,

   

  *** *******

  VP Operations

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

  Customer response

  12/28/2023

  The complaint was placed because it has taken nearly a year to get the INITIAL installation correct - since there have been many instances of issues, including incorrectly ordered windows (wrong size mutton bars), crooked mutton bars (which it appears the business is calling "manufacturer defects", missing components (we were missing one of the screens for quite some time), broken casing around the edge of the windows (which was damage from a poor installation and they only put caulking in the broken vinyl...), crooked snap bead, snap bead that was close to half an inch too short with large gaps, broken snap bead that was obviously broken when installed, scratched paint on the painted windows (because replacing the snap bead scratched the pain off and it was obvious), and more. As the business said, each time new parts had to be ordered, and that means that each of these issues took us waiting for the parts to arrive and then arranging for someone to be there. This last time I finally just asked if they could install it without me having to take time off work (since they only come out mid-day on weekdays...) and they did not do the work because the dogs were barking, which they are not even loose around the outside of the house... (we have an outdoor kennel that is locked if they are outside and it is nowhere near the closest window...). I hope this message makes it to someone who actually cares about and stands behind the integrity of their workmanship, since so far all I have seen are comments along the lines of "...but now it is fixed..." Nobody should have to go through such an arduous process to get a simple window replacement done correctly. The quality of worked performed is nowhere near in-line with the cost and that is why I am asking for some sort of recovery of that cost. I hear that the principals of this location are upstanding people, so I hope this is brought to their attention. Thank you

  

  Business response

  01/05/2024

  Hello Mr. ******,

  Window World has ordered the last piece of snap bead trim for the outside of your daughters bedroom.  We appreciate your patience while we wait for the manufacturer to ship to snap bead and we've ordered extra so if you see any additional areas that need to be fixed, please let us know.  We did fix all of the areas that we saw circled on your pictures and we were not aware of the snap bead on your daughters window until you brought it to our attention.  We also instruct our techs to not go around the home unless they are given permission from the homeowner.  I appreciate you letting us know that your dogs will be in the Kennel and the techs have the authorization to go around the home.  I did talk to the Installation manager who also came out to your home and they also replaced some pieces that they noticed that were not originally circled in your pictures.

  At Window World we will always warranty and fix any issues that you have and all of the items that were originally needing fixed were due to manufacturing not installation.   All of our windows that are not white or tan are factory painted and with black paint especially there are some imperfections sometimes but we will continue to fix until resolved. 
  

  We appreciate your patience while we fix the last piece of snap bead on your windows and once the part arrives we will come out and fix it right away.

   

  Thank you very much,

   

  Window World
  

  Customer response

  01/09/2024

  Window World of San Diego is completely ignoring the crux of my complaint - specifically that it has taken a year to get the INiTIAL installation done correctly. It has required me and my family taking time off work to meet the installers, techs, etc over the many many times. This is unacceptable, as these windows and this install was not cheap... and there are not even that many windows. The fact that they keep bringing up the dogs is strange because they are always in the house or the kennel, and my daughter's window is on the front of the house. Therefore that cannot be used as an excuse here. I would like the owners/principals of Window World of San Diego to be made aware of this series of complaints because I was told by another Window World principal that they are reasonable people that would be concerned anf upset that a customer of theirs had such and awful experience jest getting the install done right. Please address this paet of my complaint - simply saying "well, now we are going to fix that part" is what I have been hearing all year and the tech either doesn't fix it or they break something else.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2023, the windows and doors were installed, there were several issues with the installation including, defective sliding door insulation (insects and airflow was entering our home), defective windows with warped frames (making the windows very difficult to open), not to mention, the crew left a huge mess, and even damaged our tile floor and marble counter-tops where they sprayed adhesive all over the place. When the crew left and asked to sign the paperwork for the job completion,I marked the paperwork as defective because of the defective door and 2 windows (only 1 window was acceptable), as well as the damage to our marble counters and tile. At this point we did not consider the job complete. After several contact attempts to Window World's installation department, I finally spoke with the manager ****** and reported the issues. He completely ignored the complaint about damaging our property, but he did offer to come onsite to look at the defective items. I then received a call from him stating that he would rather the manufacturer come out to look at the items. On April 21, 2023, the manufacturer representative came to the house, she assessed the items and concluded that they were in fact damaged, and offered to have them repaired. On June 25, 2023, a technician showed up with lemon ****** and the incorrect part. He returned the next day with the correct part and attempted to repair it. Although the problem was minimized, the door's insulation is still damaged, and the windows still have problems opening; the lemon Pledge did nothing to help. Window World made zero attempt to try and solve the issues, they just ignored my complaint about the mess the installers left behind, and then they pawned it off on the manufacturer to try and resolve it. Then they threaten to file a mechanic's lien to force us to pay, so we had no choice but to pay them, but the product they installed are subpar at best and the installation was botched.

  

  Business response

  12/28/2023

  Mr. ******, we did reach out because we did need to collect the final balance since the windows and doors were installed.  Anything additional that needed to be done, we would open a service and send a tech out to fix any issues.

  We did have the manufacturer rep go out to look at the windows since you stated they were hard to open.  She did fix what needed to be fixed and then after that  we had reached out multiple times trying to get a hold of you the last 7 months prior to this complaint.  Window world did offer for our tech to go out and fix any issues, or if you have a receipt for the product that you bought for  your countertops, we could reimburse you since you did state that it was expensive.  We've offered to reimburse if you have a receipt or fix any remaining issues but you would not let us do so.   Please let us know if there is anything else that you need serviced, you do have a lifetime warranty and we are always here to go out and take care of you.

   

  Thank you

  Respectfully,

   

  *** *******
  

  Customer response

  01/01/2024

  The windows & doors were installed, but they were defective, this was acknowledged in the final paperwork with the installers before they left the job-site on the final day. The payment was charged on our credit card WITHOUT our authorization, in fact, we placed 2 disputes with our bank regrading these charges, & we won the disputes because ******** also agreed that the charges were unauthorized. The only reason you received payment, was because your accounting department threatened to place a mechanic's lien on our property.

  But I do want to thank for you for finally admitting that Window World never made any attempt to fix the issue, in the past you had lied & stated that you sent people out to try & repair the issue, this is the first time you were honest & admitted that Window World pawned it off on the manufacturer & made zero effort to fix the issue, so thank you for finally coming clean on that. The manufacturer did NOT fix the issue, the damaged was minimized, but the windows still do not open well, & the sliding door still has openings allowing insects, air & moisture to enter our home.

  We asked for a discount on the windows because of the poor quality, & any good company that stands behind their products would have offered that, especially after being asked by a customer, but again, you made zero attempt to make good on your promises; instead you hide behind some bogus warranty. The toilet paper in my bathroom has more value than your warranty. Your products are garbage, & promising to replace subpar products with other mediocre products whose quality may ever be worse that what we have now is not acceptable.

  

  Business response

  01/05/2024

  Hello Mr. ******,

  Window World did sent out the manufacturer to check on the windows because the issues that were noted on the paperwork were issues due to manufacturing not installation.  When we have product issues, the manufacturer will send out their tech to resolve the issues.  If we need to have either the manufacturer go back out and fix something additional we will do so or we can also send our tech out to look at it.  The technician who went our there from the manufacturer let us know that all the windows were within manufacturer guideline specs which is why we were reaching out for months to collect the final payment.

  We did not charge the final payment until 4 months after completion and then you did a charge back for 2nd payment and you did a charge back for the final payment.  We attempted to contact you for 3 more months with no response and when this happens our accounting department will file a mechanics lien for lack of response and payment.  

  
  You do have a lifetime warranty and we always stand behind our product.  When we complete a job we always collect final payment and if there is a service on the product then we order any parts needed and then we create a service and either have the manufacturer or our tech address the issue.  We did not attempt to collect the final payment until the manufacturer tech went out and addressed the issues with your windows.

  Please let us know if you would like us to schedule another appointment with the manufacturer or our technician.

   

  Thank you very much,

   

  Window World
  

  Customer response

  01/10/2024

  Once again, the only resolution we are willing to accept is a substantial discount on the 2 defective windows and the glass door slider. I had a conversation with the manufacturer after they attempted to repair the door and windows, and they instructed me to contact Window World because the products needed to be manufactured again, but every time I called Window World there was either no answer or I would get transferred to another department and placed on hold for an inordinate amount of time. The only department that was willing to talk to me was the accounting department at that time, nobody was willing to discuss the defective windows, I was told that after we paid our bill, we could open a warranty claim (just as you're saying now). None of the charges on the credit card were legitimate, if they were, the bank would have sided with the merchant, and not the consumer.

  Once again, your installers made a huge mess in our house getting adhesive all over the tile floor and marble top in the master bathroom, marking up our walls around the window opening in the master bathroom, and leaving cut pieces of vinyl all over the floor throughout the house. My wife and I had to spend hours cleaning up after their mess. So the thought of allowing these unprofessional slobs in our house again to perform a warranty ticket is not an acceptable solution to me. In fact, we are going to hire another company to replace these low-quality windows and doors, so we really don't want any Window World products in our house again, so this "lifetime warranty" means nothing to us.

  Please refund part of our money for the 2 bathroom windows and the sliding glass door so we can resolve this issue permanently. If you truly stand behind your product (as you claim to do) then issuing a partial refund should not be a problem.

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased two doors on March 2, 2022, and have yet to receive the products. Window World has breached the contract and failed to perform. I am requesting my money back. WW cancelled installation 3+ times. It has been over 8 months since the order was placed. WW tried to install 1 of 2 doors and upon installation the installer said the doors were not going to fit. WW sent a person to take measurements before the doors were ordered... they are responsible for failure to measure properly. WW has been hard to reach, and constantly giving us excuses. I am requested a full refund for the 50% deposit I placed in March. This was in the amount of (just under $10,000.) I have spoke to the store manager, *** and he keeps giving us the run-a-round and we get no where. I do not know what else to do at this point so I am submitting this request to get the refund.

  

  Business response

  11/23/2022

  Hello **********,

  I did speak to you and gave you some different options and I also spoke to ***** who is the one who was paying for the project.  We offered to come out and install your products so that we can satisfy you and our contract.  We had a meeting set up that you had cancelled and then I called you to schedule another meeting so that we could go to your home and give you different options that we have regarding the installation process, and you would not let us set up the meeting.  I absolutely have not been giving you the run around and here at Window World we always want the opportunity to satisfy the homeowner and I am fully confident that if you would allow us to meet with you and go over the options, we would be able to come to a resolution and make you happy.  If you are unwilling to work with us on a resolution, then we will refund your money.

   

  Thank you,

   

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

  VP Operations 

  Window World / San Diego

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

  Customer response

  11/23/2022

  ***** and I do not want the items promised. We are both requesting a refund. 
  while I appreciate you trying to reorder and start over again, we do not want to proceed. We request a full *****. 

• Initial Complaint

  10/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  An employee of Window World caused damage to our backyard grass area while the company replaced windows in my home. The damage occurred when an employee during clean-up threw a bucket full of chemicals onto my backyard grass when the work was completed in February 2021. A large area of sod was burned and damaged. At the time the work was completed the balance on my bill was $6,730.00 due upon completion. On the date of completion I paid $6,000.00 on the outstanding balance. I immediately contacted the company and told them that the balance of the bill would paid once we reached a resolution of the damage caused by the employee.In an attempt to compensate me for the damage, a Window World manager offered me, and I accepted, a credit of approximately $230.00 - $250.00 to compensate me for the cost to replace the damaged sod. Following our agreement, Window World discounted my final bill by $230.00 - $250.00.Since completion of the work on my home in February 2021, Window World employees have repeatedly called me to say that I have an outstanding bill of $250.00. I have repeatedly told them that I had an agreement with the company whereby the company had given me a credit of $230.00 - $250.00 for the damage done by its employee. *** repeatedly talked to account receivable staff and told them that a company manager had given me a credit on my bill to compensate for the damage caused by the company. I have spoken to multiple staff members regarding this issue. Staff members have told me they will look into the matter and get back to me, but repeatedly staff has failed to get back to me.Despite my bill being paid in full in June 2021, on October 14, 2022 Window World without consulting me charged my credit card $250.00. The credit card charge is now pending.I am seeking an invoice or billing statement from Window World that indicates my final bill has been paid in full. And I want the company to stop calling me and to apologize for this ordeal.

  Customer response

  10/17/2022

  Good afternoon,

   

  Thank you for getting back to me regarding my complaint.

   

  The address to Window World is: ******************************************************** 92083.

   

  Thank you,

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

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

  

  Business response

  10/27/2022

  Hello Ms.

   

  My name is ********************* and I am the ** of operations here at Window World San Diego.

   

  I apologize that we have not credited you back the $250 so that we could resolve any final balance  and close out your account.  
  

   

  If you could please send me an email with your contact details so that we can take care of this for you.

   

  My direct email and contact information is:

   

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

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

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

   

  Thank you very much,

  
  Respectfully,

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

• Initial Complaint

  10/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Our order was put in for 3 windows and a slider in January of 2022. In late February I got a text saying the windows would be delayed till May. On March 7th I get a text saying the delivery is estimated for MARCH 17. April 28 haven't heard anything so I text back..no answer. May 1st, I get a text from the manager *** stating that he will confirm with the warehouse manager and "hopefully they just came in." Then nothing. May 7th, I text ****, our sales rep, for clarification. May 10th I have not heard back from **** so I text back. He answers that our order should come in on the 25th of May. June 6th, still haven't heard anything. I try calling and I keep getting the run around. I get a text again stating "the manufacturer has not sent us your order as of yet. no estimated delivery date." I speak to *** the manager and it turns out they have 3 out of 4 of our windows, even though they texted me they did not have my order. *** also gave me his number and said that he would help me with any future issues. At installation on June 13th the order is wrong. They were supposed to be white on the outside and they were black. ********************* the order that was sent in was right, but the manufacturer screwed up. He says he is going to correct this and be with me every step of the way to get the correction expedited. On June 13th he says 6-8 weeks **** I get a text on June 23rd saying our windows would be in on September 12th. 12 weeks away! I text **** for clarification and NO ANSWER. By 9/14 I have not heard a word. I text ***, and no call back. I call **** and no response. Finally on 9/14 I get a company text that the windows would be installed that week. Each window is dinged and scratched on the black border and all the locks are wrong. I call *** and tell 4 people I am not paying the balance till I speak to the manager. *** has not called or emailed me back. They charged my card $2000 without my approval today and still no call from management.

  

  Business response

  10/18/2022

  Hello ******************,

   

  I see that we were out there on 9/16 to complete your install but in your comments you mention there are still some other issues with your windows.  We always stand behind our product and we want to make sure we rectify or fix any issues. Please reach out to me at the office or email me.  My contact info is below.

   

  Thank you very much,

   

  Respectfully,

   

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

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

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

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Window World received 100% of their money from us and we are left high and dry. This debacle starts in April 2022 when our replacement windows were installed. Installation went well but the installer notified us that the sliding door screen he just installed needed to be replaced along with numerous scratches to the exterior window trim AND a scratched window. No one from WW contacted us and in June I started calling. No calls back from anyone. I finally got a hold of ****** who said she was sorry many times but couldn't schedule anyone to make the repairs. She told me ***** was to call us. I made more calls and ****** made more apologies. I asked her wasn't she tired of dealing with me and to just send someone to fix their own problems then we would never deal with them again, I promised! When a repair person finally did come out in AUGUST he DID NOT have the paint to touch up all the scratches and COULD NOT repair the sliding door screen. Another appointment was made for SEPTMEBER 27th. NO ONE SHOWED UP and I haven't heard from anyone at Window World since. No doubt they won't read or respond. I don't know what else to do but but to write this review.

  

  Business response

  10/18/2022

  Hello *******************,   As the ** of operations for Window World I personally wanted to apologize for the delays and manufacturer issues  that you've had with your project.  I did reach out to the service department and I see that ***** and ****** out to install your screen track and touch up your door.  ***** and ****** are a great asset to Window World and I hope that they were able to take care of you and rectify any issues that you had. I also see that you've spoken to ***** numerous times in our service department and if you ever need anything in the future please let us know.  Thank you very much for your patience during this process.

   

  Thank you very much,

   

  Respectfully,

   

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

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

  Customer response

  10/18/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into an agreement with Window World San Diego on 8-5-2020 to have windows replaced and installation of new windows, we agreed on the amount of $9,461, a down payment of $946.00, and an install date of 12-5-2020. The agreement was all windows, 1 sliding door all installed in one day per sales person *****************, I agreed, he said 100% this is how they do business, one day installation. I paid half. On 12-5-2020, my install date, two installers arrived. One appeared to be "hyper and on drugs" and the other one seemed nervous and covered for him when I questioned this. He said no "he's just hyper", this kid ran all over the place on the countertops with his shoes and he ran up a ladder then fell into my wall damaging the drywall causing a hole in the wall. He said you have paint I need to fix this, I said no your not. One window was not the right one, they broke clips on my shutters, and damaged my wall then supposedly the install was done. I didn't sign any paperwork this install was horrible and not up to contract. I called the company to speak to *****, the owner, to let her know all the damage that was done in my house, the kid's behavior, the items that were broken; a handle, clips, lock, and drywall. Weeks later a drywaller was sent out to repair the hole in my wall. Next, I told ***** the clips, locks and handle need replacing, months later she sent two installers. These installers came to install the original window and fix the other items. This guy went over the sink hit his head into my glass blown hanging light and it shattered all over. At this point they left. Called *****, told her now my custom light is broken, the lock and handles are still broken, you are not being paid. I've missed 3 days off work for installation that was supposed to be one day, she says I'll comp you $800 for the damage, this didn't cover my broken light, time off work, the frustration and not up to contract. Now9/2022 they reach out to fix these items 2 years!

  

  Business response

  09/15/2022

  Hello ****************,

   

  I'm glad that we were able to resolve your issues after we sent ************** out on 9/9/2022 and everything is complete.  I also see that ****** spoke to you and you are sending the final payment of $300.00 to our office.  Please let us know if there is anything else in the future that we can help you with. 

   

  Thank you very much, 

   

  Respectfully,

   

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

  VP Operations

  Window World / San Diego

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

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  - March 22nd 2022, - Paid over $7,400 - I paid for 9 windows and 1 patio door - 3 defective windows are getting hot wile the sun hit and 1 broken sliding door.- They are trying their best but the problem has 5 months without being solved.On March 22nd 2022, Window world installed 9 windows and 1 patio door at my home. That same day I told them that 1 window didn't feel right it was getting really hot because the sun was hitting directly (It supposed to protect against the heat, and it didn't), the technician confirmed and make an annotation he called his manager *** and he said it will e ordered to be replaced. The days passed and 2 other windows felt the same (for total of 3 defective windows) then the sliding screen patio door broke because they use cheap material, So I called them to let them know, Anyways 5 months has been passed and only 2 windows has been replaced, Not even the screen door, how hard is to replace a screen door? They charged me the full amount without finishing the job, what a shame of a company.

  

  Business response

  08/30/2022

  Hello ******************,

   

  I apologize that the glass units were incorrect.  We have already contacted the manufacturer so that we can get the correct items sent to us.  Once we receive these items we will be reaching out to you to get these items installed.  We will be out to your home on July 31st to service and repair your patio screen door. 

  Thank you very much,

   

  Respectfully,

   

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

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

  Customer response

  08/30/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  07/28/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Paid cash for 11 windows and slider door. Installed 4/24/22. One small bathroom window measured wrong. Told would be 5weeks to get corrected. After 12weeks, tried leaving messages for ******, installation manager, for date for install after being told window was received. No call returned. Love my windows but would like to have ALL of them, after all, I paid for them! What horrible customer service. Have requested receipt for payment in full but nothing received. Thank goodness for canceled check.

  

  Business response

  08/03/2022

  Hello ****************

   

  I apologize for the extended delays in receiving your product.  I am glad that we were able to come out and install your final window for you on 8/3/2022.   Thank you once again for choosing Window World.  

   

  Respectfully,

   

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

  VP Operations

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

  Window Wolrd / San Diego

  Customer response

  08/05/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
    Thanks to the BBB, Window World responded same day I filed the complaint.  My window was installed 2days ago.  Thank you BBB.

  
  

• Initial Complaint

  07/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had WW replace windows/doors in March 2020; $12, 942 job ($1,294 deposit, $5,177 measure payment, and $6,471 balance upon completion). Account paid off July 2020. On July 6th, WW charged my credit card without consent, $5,177. I called and was told there was a balance, but could not provide me proof. I was told there was a chargeback January 2022 ($5,177). I informed WW there was a mistake and asked who authorized this; the owner (*********************). WW said they did not have invoices or receipts of my payments. I called ***** Fargo and debit and credit departments checked accounts. No chargeback and proof of payments in 2020 were provided: March 16 ($1,200), March 17 ($94), March 21 ($5,177) and July 24 ($6,471).I submitted bank statements to WW, no response. I emailed owner asking to talk. Her response: A chargeback for $5177 was processed out of my account on 1/3/22; I'm waiting for *************** to send me the actual chargeback. On same day, a text with proof of chargeback; it was a receipt charging my card on July 3, 2022. I never heard from owner again. On July 7th, I filed a claim with ***** Fargo. On July 11th I called WW. I was transferred to a manager who found my invoices. She emailed the invoice at the end of the day. I did not hear back from WW for a couple of weeks, and they did not respond to claim. On July 25th I got a call from WW. Employee stated they made a mistake and that I was incorrectly charged. I asked who they was; *****, the owner. She unprofessionally asked if I was going to continue with claim with bank. I told her that I would absolutely continue and file with BBB. In addition to all this going on, the French doors they installed in my home have been malfunctioning for the past 2 years. They have been in my home many times and I am worried that when they break again, that they will refuse to come fix them because of our now strained relationship. Im seeking a full refund.I attached full details with conversations.

  

  Business response

  08/03/2022

  Hello Talar,

   

  I apologize for the mistake on charging your account 2 times and I am glad we were able to rectify the issue and refund the amount that was double charged. 

  I did see your message and I would like to have our door expert come out and assess / fix your doors.  I will have our installation department reach out this week so that we can set up a date that works for you.   Window World does not see our relationship as strained and you not only have a lifetime warranty on the operation of your product, but if there are any issues in the future Window World will send someone out to service and take care of you. 

   

  Thank you

   

  Respectfully,

   

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

  VP Operations

  San Diego/Window World

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

   

  Customer response

  08/04/2022

  I have not spoken to or emailed with you in the past, but you have the situation misconstrued. First of all, you did not "double charge" me. The owner of your company retaliated when she thought I did a chargeback with my bank and took over $5,000 from your company in January 2022. Without my consent or knowledge in July of 2022 she charged this amount. All the emails and phone calls I made trying to tell them this did not happen and they made a mistake, didn't help. The owner wouldn't take my call and all the employees were presumably trained by her to say I owed the money. It wasn't until I made a claim with BBB has anyone said sorry. And I'm not sure if you're saying all this because BBB can see your response, but there was no refund issued by your company. I call ***** *********************** every couple of days and check my account daily (especially since you guys almost maxed out my card) and they tell me you still haven't responded yet. Yes, I will get my money back after 30 days of claim (August 9th) and then you guys have to deal with it. It would be nice if the owner ***** had emailed or called me back apologizing. This is not great customer service. In addition, I don't need anyone to come out to look at my doors...yet. I will if they are not working and will be documenting the number of calls I have to make in order to have someone come out. I have my contract with the lifetime warranty guarantee and I intend on using it. Thank 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. ↩