ComplaintsforWindow World of Southern Colorado

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window World of Southern Colorado made mistakes in replacing my windows and refuses to do the right thing to correct the problem.Specifically, 2 windows were mixed up in the replacement. The issue with the incorrectly installed window is that it makes a high-pitched whistling noise, with or without the screen, and it has the incorrect glass coating, which they refuse to correct in a way that resolves both issues with the window. I had 14 windows replaced and only one has this whistling problem. Another window has a loud rattle in windy conditions. The company has refused to admit the wrong doing and correct it as I've requested. They sent out the same manager twice who was argumentative, shirked responsibility, tried to blame everyone else, and gave a run around. He was also untruthful about solutions he would do to fix the problem. I have this conversation recorded as well as the second visit in the video above. The company now says there is no solution to the whistling problem and that the screen is the issue, but as I said it whistles with or without the screen. They installed the wrong window in this location but won't offer a replacement. Outside of the incorrect window installed here, the window itself is defective. I asked for a refund for that window and they don't want to do that. They never offered any solutions to the issues but made a point to say that it could void the warranty, per the attached complaint response that I made with the corporate office. I want the window completely replaced or refunded, so I can have another company come out to fix the problem.Videos on window issues:1. ****************************************** without screen 2. ********************************************************** without screen 3. ************************************************ bedroom bathroom window shaking 4. ************************************************ whistling window

  Business response

  05/08/2024

  5/8/2024
  In Response To Trenkler BBB Response:
  Mr. & *********************,
  As in our initial response to you, we are more than happy to come out and address your concerns, however we must have access to the units to be able to complete our service work, as we tried to do on 4/11/2024. We have purchased aftermarket material to try and mitigate the noise from the screen/window.Which again we can not 100% guarantee will fix the issue. 

  
  As a company we cannot allow customers to dictate who we have in place within our company to complete the service work.  With that being said, when you are ready to allow the original installer as well as our Field Manager out and allow them access to the products needing serviced, we will be more than happy to take care of your service issues.
  Thank you,
  *********************************
  Manager Window World of Southern Colorado

  Customer response

  05/09/2024

   
  Complaint: 21674507
  
  I am rejecting this response because:

  You have made no effort to provide a solution here. You must address the issue of the incorrect window installed with the incorrect glass coating in the incorrect location, and the whistling issue.

  I want the window replaced, it is not of quality materials and it is in the incorrect location. I have not paid for you to piece part correct your mistake. 

  Your field manager is not welcome in my home because of the aformemtiomed reasons and I will never be ready for him to enter my home again. He has come into my home twice now and disrespected it, and me. He should be sent to customer service training classes.

  However,  you may send someone else out who is willing to work with us and be understanding that you have made errors in the product and installation, instead of arguing with us and curtailing the situation. You are more than welcome to schedule the owner as mentioned in the first visit to come to my home, review the issue and correct the problem. I absolutely do not want you to cut any seals to correct a mistake that you made and I have paid for.

  I would like Window World to do the right thing by either replacing the office window or refunding the window. 

   

  Sincerely,
  
  ***********************************

  Business response

  05/13/2024

  It is normal practice to swap out glass units and sashes. This is done on a daily basis when there are warranty items such as seal failure or glass breakage which is covered under warranty. Again, we are trying to work with you but we have certain people in place to do certain jobs, this is why it cannot be dictated on who we send out to complete your service work.

  Customer response

  05/15/2024

   
  Complaint: 21674507
  
  I am rejecting this response because:
  Again, you are not providing any alternative options. It is clear you do not wish to work with us just as other customers have experienced. You made the mistakes and are unwilling to correct it in a manner that brings satisfactory to the client and addresses both issues with the window in question.

  I have not dictated anything to you, it is quite the other way around, you have given us a poor quality product, installed poorly, lied, and are making us accept your terms which are unsatisfactory, I have brought up the problem and given you options which you refuse to accept and to work with us on, your paying client.

  Still it sounds as if you do not want to correct your mistakes. I will make my reviews with videos public by the end of the month 5/31/2024. Again, giving you time to do the right thing which is more than you have offered us.

  
  Sincerely,
  
  ***********************************

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Window world to replace 6 windows in my home. On 10/11/2022 payment was made in full for the windows. It was noted at the time of installation that one of the screens was the wrong size and a replacement would be ordered. The screen has been replaced twice, getting the wrong size each time. The third replacement has been on order for months with no follow up. I have called the business several times with no results. The initial bill was over $10,000

  Business response

  08/08/2023

  ******************, we certainly apologize for the inconvenience of our manufacturer continuing to send the wrong size screen for (1) of your windows. The 3rd replacement screen was ordered on 7/3/2023. As you can see we are trying to get his issue resolved as soon as possible for you, however we are also at the mercy of our manufacturer as well since we do not make our windows or the screens here at our shop. You have not received a call from us yet because the screen has yet to arrive, looking into this with our manufacturer the screen appears to have been shipped and should be on this weeks truck. Once it does arrive it will need to be measured to ensure it comes at the Tip To Tip size we requested, which will happen as soon as we confirm its arrival. Normal practices are to order the parts and pieces off of the serial number which normally helps make sure it comes at the original specs of the unit. However, since that failed twice we have now submitted Tip To Tip measurements to them. If you would like the number to our Manufacturers Representative it is ************. His name is *** and is aware of this issue.

  Thank you,
  *********************************

  Customer response

  08/08/2023

   
  Complaint: 20424349
  
  I am rejecting this response because:

  For months now I have been hearing this same response. The windows and screens should have been inspected before install. Had I known I would lose the use of windows for the entire season I would have kept my old windows. The last date I was given was the 24th of last month. When that date was given they also said they were following up with the manufacturer. Here we are 15 days later and there has been zero communication and its offensive. At this point I feel like something other than we can't get the right part is necessary. Hiring a third party locally than can measure and build screens for example.

   

  Window World certainly had no delays in processing the huge charges. I have to think if roles were reversed and there was a 'problem' with my credit card and I kept saying I'm at the mercy of *************** would find this highly unacceptable. As do I now.

   

  
  
  Sincerely,
  
  *************************

  Business response

  08/10/2023

  ******************, as screens are covered under the warranty we would not put a third parties product, which we do not sell, into one of our products as we would then not warranty that part or piece, nor is there any guarantee that the third parties screen would fit properly either . The screen arrived yesterday and was measured to the Tip to Tip sizes that we requested. ******* gave you a call yesterday and has reserved a spot for you this Friday (tomorrow) at 3:30pm, we are waiting to hear back from you. We can certainly refund you the $62.00 that we charge for screens for this one window. Also your warranty takes into effect once the bill is paid in full. Screens are considered warranty items. 

  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. ↩