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:06/26/2023

  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.

  We have a windows replacement contract with Window World Central Florida at 1/7/23 for our property located at **** ****** ***** ******** ** ****** The worker came and replaced all 4 windows at 3/7/23. But they broken 1 window during their work. And then they called the company to get another similar size window and just put on. However, the new one doesn't fit, It cannot be locked at all. The company called us and promised they will book a new customized window to replace this temporary un-fit and unlocked window. And they only charged for another 3 windows, not for the broken one. They said they will contact us when the new window is available and the last payment will be charged after all job done.
  
  So we have this unlocked window until now, the window cannot be locked at all, it cannot open from outside, we feel it is unsafe even dangerous for our property.
  
  But they never contact us for the new window. And they even charged the final payment on my bank 3 days ago! We called their office but no one response, only let us left the voice mail. We actually called them a couple times try to push the new window, left many of many voicemails. Never have any response.
  
  They even put my name wrong on their contract. We contacted them immediately to let them change the wrong name from "shirley won-which they found from my email username" to the right name, they never response!
  
  I submit this complaint to ask BBB help us to push them give us the right window, and change the right name on our contract asap.
  
  Regards* *** ****

  Customer Answer

  Date: 07/31/2023

  The company contect us and resolve the problem. Thank you so much for all your help!

• Initial Complaint

  Date:05/25/2023

  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.

  We filed a warranty claim in December 2022 to replace a defective window. We gave the window serial number and they said it would be sometime in January before they could install the replacement due to the holidays. It’s now almost June, and after many calls to the service department and speaking with the manager many times, we still have no replacement, just broken promises.

  Business Response

  Date: 05/25/2023

  Thank you

  Your sashes were ordered & delivered 5/18/23.

  Our Service Dept will call you to coordinate scheduling.

  Thank you for your patience!

• Initial Complaint

  Date:05/08/2023

  Type:Product 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.

  After repeated attempts to contact Window World through phone and by email, they have not responded at all. The entire process has been frustrating and I am trying to get the inspection done now. I was given a date of April 26. No one showed and upon checking with Orange County, there was no appointment, and in fact, the permit has now expired. No one will answer my calls, no one will respond to me in any manner. I am trying to get this installation completed and would appreciate any help you might be able to provide.

  Business Response

  Date: 05/18/2023

  Our permit is valid 11/8/23 & the inspection failed due to Ms. ***** not being present for inspection.

  Respectfully, that is the only reason the job failed inspection.

  Respectfully, Ms. ***** please provide a date regarding your availability.

  I will then reschedule the inspection.

   

  Thank you for your time ma'am

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20029581
  
  I am rejecting this response because: there was no appointment made that I was not available for. Please reschedule for 5/23 or 5/24 or 6/7. You need to inform me of the date that the appointment is scheduled for. Orange County told me that the permit was expired. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/25/2023

  Good afternoon,

  The inspection passed 2/1/23.

  Your project has been completed & I see you also spoke with Illana on 5/19 to insert cap covers.

   

  Thak you ma'am

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20029581
  
  I am rejecting this response because: There was no inspection done in February. The inspection was done yesterday and it failed spectacularly. Please check your records as you are not correct that this installation has been completed and I have not spoken to anyone in your office as you stated.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/01/2023

  Our team contacted you today ma'am

  We will return double check fasteners/Specs & install safety latches asap

  Thank you for your patience

  Customer Answer

  Date: 06/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: You must have me mistaken, with another complaint, as I have spoken to no one at Window World of Orlando. I have spoken to Window World, corporate, where I lodged a complaint against Window World of Orlando.

  as you can see from the attachment, The inspection done on May 24 was a failure. I expect to have communication with you over the issues detailed in the failure.
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 09/29/2023

  I see your project has been completed & inspection passed 9/1/23.

  Thank you for your patience

   

  Regards, 

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20029581
  
  I am rejecting this response because: the arch windows need plugs put in and the sliding glass door needs the seal put on. Lastly, there is roughly a $90 difference from the window I paid for and the window that had to be installed to pass inspection. I was told that accounting will issue a check for the difference. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/13/2023

   

  I see your project has been completed at this time

  Thank you for your patience & for the opportunity!

  Customer Answer

  Date: 01/09/2024

  My apologies for the delayed response. The issue was resolved however it took nearly 12 months to do so.

  Customer Answer

  Date: 01/10/2024

  Date Sent: 1/9/2024 4:43:25 PM
  My apologies for the delayed response. The issue was resolved however it took nearly 12 months to do so.

• Initial Complaint

  Date:03/07/2023

  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.

  My 10 windows were scheduled for Saturday 3/4/23. A crew of three arrive at 2pm. They left at around 10 pm as it was too dark to complete the outside trim. One individual came the next day to finish but ran out of material. He assured me he would be returning this morning. He has not shown up. Two calls to Window World today and was told that someone would be returning my call. I have not received a call or text. There are still two windows which have the exterior trim missing and it leaves my house exposed to elements.

  Business Response

  Date: 04/27/2023

  I see your project was completed & the job passed inspection 3/20/23.

  Thank you for your opportunity.

  That said, I hear you have some trim concerns.

  I'll send a team to assess & address.

  Thank you ma'am

   

• Initial Complaint

  Date:02/06/2023

  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.

  During a torrential downpour October last year we noticed water dripping inside the window from a screw in the top frame (through the top window assembly). We recorded the leak by video.
  We called Window World of Orlando and informed them of the leak on several occasions, left a message and did not receive a return call. On November 5th, we drove from Clermont to Sanford to speak to them in person. After speaking to Elijah in service, we were told someone would come out to inspect the window. We e-mailed the window serial number and video of the leak to Zack H*** then were set up with an appointment on Dec 2nd. Zack was a no-show due to illness. We called again on Dec 5th and e-mailed Zack and D M***** the window information and video as instructed.
  On December 19th Zack was able to make it and inspected our windows. He found our triple slider had the end water blocks missing on the top and bottom, our double slider having a defective center seal, and all of our window having defective drains. Due to having to order the parts and the impending holidays Zack scheduled a return visit on January 3rd to fix the windows. He didn’t show.
  On January 5th, we were able to contact Zack who told us our case had been reassigned to Tom. We called both Tom and the office a dozen times between January 5th and February 1st with no reponse whatsoever.
  We just want our windows fixed with all the correct parts so they won’t leak again, but have been ignored.

  Business Response

  Date: 03/07/2023

  I see two passed inspections 

  One 3/16/19 & the other 5/3/21

  If you need further assistance please let me know

   

  Thank you sir

  Customer Answer

  Date: 03/07/2023

  
  
  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:02/06/2023

  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.

  The initial estimate and purchase of the windows was fairly straightforward and painless. However, our install and everything since has been ANYTHING but. The team came out and performed our window install 12/7 through 12/9. After they completed the install we found many, many, issues. All but one of the installed windows does not latch/lock properly, closing them is extremely difficult. Almost all of our window sills have some amount of stucco damage to them that, similarly to other complaints the install team decided the solution was to slather as much caulk as possible over all of the holes, chips, and cracks they created. They chipped a plank on our new flooring, left glass shards both on the floor inside the house where my 15 month old toddler could have found as well as in the grass outside our house. We were told 2-3 times by the original install crew that they were going to come out and fix the issue and there was a no-call no-show from the team. Communication is absolutely terrible, there are no follow up calls at all and there is rarely a returned phone call. We've yet to hear from an individual to schedule someone to fix these outstanding issues and we're now nearly two months out from the initial install. As others have said, this is one of the worst companies I've ever had to deal with. We just want this finished and closed out!

  Business Response

  Date: 02/28/2023

  Good afternoon sir,

  I apologize for any inconvenience & will send a team out immediately to address any concerns you may have.

  Thank you very much for your patience

  Please expect a call

   

  Regards, 

  Customer Answer

  Date: 03/06/2023

  Wanted to reach out and let you know we were contacted by Window World and they have since sent out a new team to address all of our concerns.  This complaint can be closed at this time.

  
  

  Thank you.

  **** *******

• Initial Complaint

  Date:01/31/2023

  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.

  September 2022 entered into agreement for 2 new sliding exterior glass doors for over $8000. they finally came out in January 2023 to install them. The foreman called the the homeowner a bitch twice because she was not satisfied.( I reported this to his manager and they said they would take care of that. So far I have not heard a word.) they needed to order a new screen for the bedroom door, to date they have not provided a new screen. they also needed to order parts for the door leading out of the kitchen, to date no parts. we also have trouble locking the kitchen slider leaving us most nights with an unsecured house. They tell us one of the parts on order may take care of the problem but cannot tell us when the part will be in. We want to feel secure that we have a locked door at night. Frank came out today and made us feel like idiots. Unless you pull on door and pretty much slam it it will not lock. The parts are out for 3 to four weeks. He was very rude and gruff. I will not put up with this. Trying to call window world is a nightmare. They only answer the phone if you say you going to the BBB. I'm very frustrated at this point and I still owe them $586.00 that I withheld and will not pay them until this job is done to what I will approved. I have tried many many times to reach them. Somethimes they and most of the time they do not answer the phone. They have a F rating from me. Would never order any windows from me. I have all the number and contacts and would be happy to forward them to you

  Business Response

  Date: 02/28/2023

  The job has been completed & we're coordinating inspection.

  Thank you for your patience

• Initial Complaint

  Date:01/05/2023

  Type:Customer Service 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 windows for our home 3/23/22. Was misquoted by the salesman but unfortunately still decided to proceed. Paid $5367.50 which was half of the quoted amount of $10735. The salesperson advised windows would be installed in ***** weeks. After not hearing from Window world for 14 weeks I started calling for an update. I left multiple messages, sent multiple emails and never received the courtesy of a reply. Finally, I received a call and the windows were scheduled to be installed 22 weeks after ordering them. On the day of install it was discovered that one window was ordered in the wrong size. We were advised that a new window would be expidited. Also, multiple screens were bent, a wall was damaged, and the 2nd story screens were installed with masking tape on the outside. This was reported and we were assured these issues would be taken care of within 8 weeks. It is now over 20 weeks from the install date and no word. Again, calls, emails and texts go unanswered. We have been paying monthly on the remaining balance even though the job is unfinished. We expect the install be completed and a credit given for the ridiculous amount of time spent chasing Window World with no results

• Initial Complaint

  Date:01/01/2023

  Type:Delivery 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.

  Contracted in April 22 for 1 front window double hung and 1 Sliding glass door both impact resistant
  Mid November they show up (early by 2 hours on a workday it's my office window
  Takes longer than expected for installation when done the installer wanted payment in full.
  I said no not until the door is installed properly
  He left
  December 10 Jesus showed and corrected the mess left behind by (the 1st installer) but did not have the screen for the slider I asked him and communicated to the company when I had my screen and could use the $5000 slider I would make the final payment . He agreed
  Then told my story on *******
  They falsely filed a claim of lien on my property
  They have been completely unprofessional 90 % of the time
  And when you finally get someone who seems respectful they don't do
  what they say (like deliver the Screen door?)
  They think the customer should pay in full when the installation is complete even when they have not fulfilled the contract or when the installation is obviously wrong( Slider does not slide)
  All they have to do is deliver the screen which will allow me to have a breeze without bugs.
  Which is what I am paying for.
  I have been in touch with Orlando; Melbourne and Rockledge locations all to no avail

  Customer Answer

  Date: 01/11/2023

  See Attached Photos
  See Attachment****** **********

• Initial Complaint

  Date:12/29/2022

  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.

  New windows for my home.Agreement signed April 13 2022. Deposit , 50%, give the same date.Sales person stated i should wait 20 weeks.September 2022 i started to call Window World to enquire about the status of my order.During September, October and November i continued the follow up calls, always with a reply from seller that one small window for the bathroom was pending but that they were expecting the window to arrive in October, the November and then December.When i called again yesterday Dec 28th i was told the order was damaged and new windows were requested again, net estimated shipping date February 2023.When requested to speak all these months with a responsible manager was never given the option, neither a phone number neither an email.I have placed a message via their website, with zero response.I have NEVER EVER received a call from anyone within that organization.In my last call, Dec 28th i requested a refund of the deposit due to the time past and unacceptable way of handling business of this company. I was given the answer that they would place an email for that request. I requested a copy of that email and that was denied by the person that answer my call.