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:05/07/2024

  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.

  Window world installed three [ 3 ] windows.The bottom windows of all three [ 3 ] have never functioned properly I have called Window World numerous times and they have never gave me a date, when my windows will be repaired

  

  Business Response

  Date: 05/16/2024

  *** contract value is $8473 for 3 Double Hung impact windows.  *** installation of the windows happened on 12/19/2023.  *** final punch out happened on 1/29/24.  At the time of the final punch out **************** pointed out that a couple of pieces were damaged during installation or in transit (screens).  *** service technician opened a service ticket on 2/1/2024 and parts were ordered to correct the sash.  *** damaged pieces were replaced on 4/3/24 and during this visit **************** pointed out to the service technician that at least one of the sashes was not operating correctly.  *** service technician opened another service ticket and ordered the parts needed to correct the sash.  *** service was scheduled and completed on 5/15/24 and **************** signed off on the work been completed to his satisfaction.  If **************** has any other warranty issues please call the office and ask to speak with ***********************.  

• Initial Complaint

  Date:12/05/2023

  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.

  Signed contract 05/04/2023 for three impact windows on second floor of condo and paid half down ******* dollers. Windows were installed on 9/11/2023 and everything went well. Two screens were missing pull tabs and one window would not stay up, Was told by installer Window World would follow up and repair. City inspector game out and would not sign off on front window. ******* of Window World came out to fill s**** holes and remove stickers and fix front window. The window still slides down and still no tabs for screen and off he went. ******** called on 11/6/23 and told her about problems, said someone would get back to me, so, still no one calls. Inspector shows up unannounced on 11/14 and I was not home, told my wife window still slides down. **** called on 11/14 and told her about problems and later ******* called back and said he would order parts and get back to me. Never heard. I called 12/4 talked to **** was told inspection was ok and gave me to ***** who orders parts and said this was the first she heard of all this. ***** said she would call back in two hours and never got a call back Also asked to talk to General Manger of company and was told not available. So the window is held up by a stick and we sit in wonder why. Also charged ****** for ***** lock that salesman ***** said were for code and inspector said were not required. Also charged ****** for city permit when my permit says ****** Thank You!

  

  Business Response

  Date: 12/20/2023

  Signed contract 05/04/2023 for three impact windows on second floor of condo and paid half down $3427.55 dollars. Hoa approval was received of 7/5/23. Once the homeowners association approval was received the product was placed on order. The project was installed on 9/11/2023. The contract balance payment of $2,677.50 was collected at the time of installation. Inspection was scheduled for 9/20/23. Inspection was a partial pass pending repair of Front bedroom balancer. On 9/21/23 Window World of Ft Myers left a message to schedule the service repair.  On 9/22/23 Window World of Ft Myers sent a text message to schedule the service repair. On 9/25/23 the homeowner scheduled the service repair appointment for 10/16/23. At the time of the service appointment ************** inserted the s**** hole covers and adjusted the Front bedroom balancer. The reinspection was scheduled for 11/14/23. The inspection was passed by the city inspector at that time with no further action required. The homeowner contacted window world of Ft. Myers and stated he needed replacement balancers for the front bedroom window and two screens were missing pull tabs. The order was placed with the manufacturer at that time by or service technician. The screen pull tabs were delivered on 11/22/23. Once the final service part replacement balancers were received on 12/12/23 the service and warranty department reached out to the homeowner and scheduled the repair. The final repair was completed on 12/15/23. This contract is paid in full and 100% complete. The ***** locks or opening control devices are required by the ******* building code if the windowsill is located less than 36 from the finished floor with a drop over 76 to the ground below, as a safety device to prevent a child from falling out of the window. The permit acquisition fees include more than the permit cost shown. This fee covers the preparation and recording of the Notice of Commencement, the production of the *** floorplan drawing, windload calculations, noas, multiple paper copies of required forms, the delivery and pick up or documents from the city, and all fees associated.  Window World of Ft. Myers strives to provide the best customer experience possible to each and every time and do sincerely apologize for any inconveniences that have been caused. 

  Customer Answer

  Date: 12/23/2023

   
  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.
  It's to bad this job could'nt be done right the first time. Was told the first servive call took care of the problem and it was not. Why second inspection passed I have no idea. Had to call WW four times and finaly get a call back. Again another servive call to finaly fix problem. Sorry I chose WW for this job.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/19/2023

  Type:Order 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.

  Ordered all new windows in Oct 2021. Install complete Oct 2022. Have been waiting on an inspection over a year now. Was scheduled 2ce (last one was scheduled 3 months in advance) They still need to complete s**** covers after a successful inspection. Have been waiting for 2 years to fully complete a **** sq foot home full of windows by Window World. Also a small dispute on amount owed, there was an addition error that they need to honor ( not much money) With all the delays, they should just agree to the contract of total price I signed. I will be contacting ***** Fargo to dispute & stop payment on windows.

  

  Business Response

  Date: 10/27/2023

  ***************** has been working with us and the City of ********** to get this project to completion.  ***************** has been CC'd on communication with the ****************** and is aware of the challenges we have faced with the City.  That said, based on feedback from the City we expect the permit to be transferred from the old Window World owners to the new Window World owners, all issues worked out with the City by the end of next week.  Inspection should be scheduled shortly thereafter and then we can complete the final punchout and finish the project.

  This is a contract that we inherited from the previous owners of Window World of Ft Myers and we intend to fulfill the contract and honor the warranty.  If ***************** believes there is a discrepancy on the contract amount please have her reach out to *********************** in the office and ****** will work with her to resolve any issues with the contract.  
  

• Initial Complaint

  Date:06/30/2023

  Type:Sales and Advertising 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.

  Following Hurricane ***, I had three screens that were damaged. I contacted Window World Fort Myers, who had installed the windows in 2018. Window World uses a screen where the screening materials are molded into a flexible frame that fits the outer channel of the window. They are not repairable by the consumer, as there is no spline.My first contact was a phone call to the office, where initially I was told that they don't provide replacement screens. When I pressed them on the issue, stating that the screen is an integral part of the window, I was sent the first email dated October 19, 2022, which asked me to describe which screens were damaged. I replied promptly as requested. I received no additional information, and I understand all businesses were busy after a major hurricane, but I at least expected to be given some update where I stood in their queue. When I heard nothing I sent another email in January 2023 to the addressee of the first email I received, asking for a status. I have received no calls or further emails from Fort Myers, and I have windows that had to remain closed all winter because I didn't have screens. I simply want the three screens I asked for in my original contact with them. These windows are supposed to carry a warranty for replacement if damaged, and since the screen is not user-repairable, I consider ******************************************* Fort ******************** to be in breach of contract by not offering me replacements. I don't need them to install the new screens, I can do that myself. I just want them to replace storm-damaged components of their windows.I have attached a PDF showing the email communications.

  

  Business Response

  Date: 07/20/2023

  We have received the complaint from ************ and we are working with our manufacturing partner to accommodate his needs.  We will follow up with ************ once the replacement screens are received at the warehouse.

  The Window World warranty covers manufacturing defects and does not cover damages from natural disasters.  Hurricane *** is a natural disaster that has impacted hundreds of our customers and we have worked with them on their individual needs.  We have many customers whose lives were severely impacted by *** and have no means to pay for window or screen repairs and we have worked with them and we will continue to work with them to move their lives forward in a positive way.  We will do the same thing with ************ and replace his screens that were damaged by Hurricane *** at no cost to him.

  Our office will in touch once the product is received at the warehouse which should be six to eight weeks.

   

  Customer Answer

  Date: 07/20/2023

   
  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,
  
  *****************

• Initial Complaint

  Date:05/30/2023

  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.

  *********** had impact windows that had springs on both sides that were difficult to open and the springs would keep breaking. The sales man told me the new windows do not use springs and have a new system, this is why I replaced my windows. I was also told the windows would be LO E366 glass and there was a charge per window for this efficient glass. 4 single hung and 1 double hung windows were installed. No complaints with the 4 single hung windows they were as promised. The double hung window however had the springs like the windows I replaced and it was Lo E glass but not the lo E366. Neither of these things were explained to me by the salesman or I would never have purchased this window. I called and ****** told me the window did have Lo E366 glass. I called ******** window and they told me the window did not have the 366 glass. I called Ginger and she put me on hold and left me there. The installation damage has never been repaired and I have been promised multiple times a manager or owner would call me about my issue with the double hung window and no call.

  

  Business Response

  Date: 06/16/2023

  We have been in contact with ************** and we have agreed to order a replacement window for ************** that will meet his expectations.  The new window was ordered on 6/1 and we are estimating an arrival date of the first week of July for the new window and we will install the new window with in one to two weeks of the window arriving to our warehouse.  

• Initial Complaint

  Date:01/30/2023

  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 May 26, 2022 I have signed a contract with Window World in Ft Myers ******* for the installation of one ( 1 ) window. I gave them $1,050 deposit and the balance was to paid upon completion of the job. Over the last several months I have mad more than a dozen phone calls and demanded the job to be done. They refuse to do it. Please keep in mind it has been more than 8 months since I signed an agreement. Is this a legitimate business or some kind of entity running fraudulent activities ?Enclose, please find a copy of the original agreement.I am a senior citizen and I have no money nor resources to take them to court.Please help me and alert general public to stay away from Window World in Ft Myers.

  

  Business Response

  Date: 03/01/2023

  Work for this homeowner was completed on February 22nd.  The homeowner paid the remaining balance on his contract.  We are working with the county to schedule a final inspection and tentatively the inspection is schedule for March the 9th.  Once the inspection is complete and passes we will close the permit and the job will be complete.  We do have a service ticket open to replace a balancer that is conver by the product warranty.

• Initial Complaint

  Date:01/26/2023

  Type:Product 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.

  Windows were ordered from Window World on April 7, 2022 and installed on Monday October 31, 2022. An inspector from *** County came out on Tuesday, November 22, 2022 to complete the inspection. ****** at Window World told me an inspector from Window World would be by to clean and inspect the windows. Also, they would install the plugs to cover the attachment screws. I've called a dozen times, including last week, which they promised to send somebody out within 72 hours. That's been over a week ago. I have 3 windows with defects that need to be corrected. I want somebody from upper management, not ****** who is useless, to contact me for resolution. If they can't or won't come out within 72 hours, I would like to have a refund for the defective windows. Poor customer service !

  

  Business Response

  Date: 02/16/2023

  Our production department has completed the finish work for this homeowner to cover all s**** heads, rescreened the ripped mesh, Checked all windows for proper installation and functionality. The permit has been closed and passed all required inspections. The homeowner is experiencing a manufacture defect in the top sash of one window that has been placed on order and covered under his warranty. The homeowner also has one window where the internal grid pattern is not in line with his current hoa guidelines. This has also been ordered and will be replaced once received at no additional cost to the homeowner. We would like to apologize to ******************** for the delay in serivce and lack of communication he received from our office. Window World strives to provide the best possible customer service to each and every customer.