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:01/03/2025

  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.

   
  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,
  
  ******* ******

  Business Response

  Date: 01/06/2025

  Good afternoon,

  Respectfully saying, it's evident there is confusion on your end sir.

  This is complaint is unnecessary & uncalled for.

  Respectfully, you built a porch that has nothing to do with WindowWorld sir. **** you build your porch all on your own you did not permit your work therefore you caused an issue with the ************* all on your own sir.

  The ************* would not allow you or anyone to apply for any new permits until you properly applied for a permit pertaining to the porch you & your contractor had illegally built sir.

  As a result of your previous unrelated & unaffiliated to WindowWorld work you had performed, the City will not allow you or any contractor to pull a permit until you personally resolve the porch issue you built.

  This is between you & the ************* to resolve. This is a non WindowWorld matter.

  Once the ************* explained to us you were non-compliant with the City, the City told us they will not allow anymore work from anyone to your property.

  This is why our *** kindly refunded labor fees back to you & dropped off the windows you purchased sir.

  You are aware of all of this & have been for some time.

  Our honest *** does not appreciate this deceptive complaint & will enforce slander & non-disparagement clause if need be.

  All that being said, once you finish your business with the building **** & the City agrees to allow you or a contractor to perform work again feel free to give us a call.

  Thank you for your time sir

   

  Best Regards, 

• Initial Complaint

  Date:08/12/2024

  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.

  2 new doors ordered 04/22/2028. Installed 06/17/2024. The workmanship by the installers was just awful. I had to rebuild the interior door jams of both the French Doors and Single door that was installed. 08/02/2024 I attempted to paint the interior of the French Door. Opened the double door for the first time to paint and the entire lower "post" mechanism that hold the door in place feel out the post, the post moulding cover, an the brass "strip" that states "push here" fell out. It took to of us to get the door to close. One person closing the door while the other person pushed up the post and moulding pieces to go over the threshold. Now this door is completely unfunctional. I need this repaired. I spent over ******** on these doors and can't use them.

  Business Response

  Date: 08/12/2024

  Good afternoon,

  Why not simply communicate with our team if you have a concern? Our team will gladly assist. I see notes in my CRM that state ****** in our scheduling **** contacted you this afternoon. Our team will return to your residence shortly.

  That being said, respectfully saying your complaint is not forthcoming. I just reviewed your file, pics & the building depts notations. Your product was installed to code, to specs & all pictures confirm a job well done. I also see your project PASSED INSPECTION on 6/24/24 with no concerns discovered whatsoever.

  From what you're describing it would appear you were tampering with the door astragal & caused the astragal to fall out of place.

  Our team has no problem returning to assist you, but that isn't fair to point the finger at our installers & Co. 

  Again our team will gladly return & assist!

  Thank you!!

• Initial Complaint

  Date:08/10/2024

  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.

   
  Complaint: 22123713
  
  I am rejecting this response because: They called me and had me repeat every single thing that had gone wrong and that is another false statement by this company when they say my complaint is incomprehensible? I made it very clear everything that happened when I spoke with them, they blew me off, they even blocked my number and I had to call another way to get through. They are refusing to address my concerns at all at this time.
  
  Sincerely,
  
  *****************************glass fell out of it when I went to pick it up off the floor where they had set it leaning up against the wall. The company has refused to pay for the frame despite my bringing it up several times. They blocked my number after the job was complete and they had all their money. They reached out to me once to place the caps and covers and when I said we would have to reschedule they NEVER contacted me again. I feel incredibly taken advantage of, ripped off and treated with really crappy customer service. This is disgusting behavior by another big business, taking your money, not delivering on promises and then never responding to follow up concerns. Were those workers here legally? I have never been so disgusted with a company as I do Window World.

  Business Response

  Date: 08/12/2024

  Good morning ma'am,

  First & foremost thank you for the opportunity.

  That said & respectfully saying your complaint/statements are incomprehensible.

  Respectfully, "immigrants" weren't at your property ma'am, U.S. Citizens & great WindowWorld installers performed the workmanship.

  The installation was inspected by the ************** City. The installation was performed to code & to product Specs ultimately passing inspection on July 25th 2024.

  In regards to a picture frame being damaged, I'll look into asap. Once confirmed I will resolve & reimburse the alleged frame damage.

  Thank you for your time

  Business Response

  Date: 08/12/2024

  Our team has attempted to contact you multiple times ma'am

  Please return our calls when you're able

  Thank you

  Business Response

  Date: 08/15/2024

  Respectfully, your comments are untrue again ma'am.Your number is not blocked & I listened to the Keycom call between you & my admin ****** just this morning at exactly 9:14am.  ****** asked you multiple times what your concerns were & ****** specifically asked about the frame & you stated you're not worried about the frame. 

  In regards to your door, our team went above & beyond. The door is properly installed & our team even made your door handicap accessible for you ma'am. 

  Out team & I do not appreciate all the immigrant comments & false statements. We did our job ma'am. Let's move forward now. 

  That said, if you need anything we're here to help ma'am.

  Thank you!

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22123713
  
  I am rejecting this response because: Please stop insulting me, I did NOT say I was "not worried" about the frame, they are expensive with the Matting in addition to the frame. My door WAS Handicap accessible BEFORE you people EVER came here, THAT is a LIE. What the h*** are you even talking about? My home has been handicap accessible for YEARS. You sent the WRONG size door, did NOT tell me before CUTTING MY FLOOR to MAKE IT FIT. It took OVER 7-8 HOURS over 2 DAYS to INSTALL. They DID NOT TELL ME THEY BROKE the Picture frame. They left Screws all over the ********* during install of the back door. There was NO COMMUNICATION about these issues at all. I will be having an INDEPENDENT person look at my front door and your "response" is Totally Unacceptable! I am requesting a refund of part, if not all of my money. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/19/2024

  Respectfully, I listened to the call as all our customer service calls are recorded. What you've stated here on this complaint is not what was said ma'am. 

  Our team did in fact make your door handicap accessible by modifying the bottom of the door opening or your door would have had a 2'' threshold sticking up. Glad to do so & thank you for being a customer. There is also nothing wrong or incorrect regarding your door whatsoever ma'am. 

  In regards to the picture frame, my team has called you multiple times & even asked you what dollar amount was affiliated with the alleged picture frame damage. ****** spoke with you last & you didn't answer her question regarding the picture frame & quite candidly came across as if you weren't concerned about the frame.

  If you would like monies for the alleged picture frame damage, as we've stated from the beginning we would gladly reimburse you for the frame, but you've yet to answer our questions ma'am. Please let us know the cost of the picture frame?

  Thank you very much for your time!

  Customer Answer

  Date: 08/28/2024

  I am sorry, but this company has NOT made a good faith effort to resolve this issue. They have insulted me, lied about what I said and refuse to even consider a refund. They lied about who would install the doors, sent IMMIGRANTS who did not give me any confidence they were experienced at all. They sent the WRONG size door to front of my house after measuring it TWICE and did NOT tell me BEFORE they CUT MY FLOOR to make it fit. They altered my Handicap entrance and the inside rubber ramp no longer fit the doorway. They spent OVER 8 HOURS over 2 different days on that one door. The back door was installed fine but they left screws all over the yard and I park in that area, it is right by my driveway. They BROKE a picture, did NOT tell me just, just took it off the wall and sat it on the floor. This was one of the WORST experiences I have ever had involving a large well known company. I was beyond shocked how they treated me and this entire incidence. 

  Customer Answer

  Date: 08/29/2024

  Date Sent: 8/28/2024 4:45:20 PM
  I am sorry, but this company has NOT made a good faith effort to resolve this issue. They have insulted me, lied about what I said and refuse to even consider a refund. They lied about who would install the doors, sent IMMIGRANTS who did not give me any confidence they were experienced at all. They sent the WRONG size door to front of my house after measuring it TWICE and did NOT tell me BEFORE they CUT MY FLOOR to make it fit. They altered my Handicap entrance and the inside rubber ramp no longer fit the doorway. They spent OVER 8 HOURS over 2 different days on that one door. The back door was installed fine but they left screws all over the yard and I park in that area, it is right by my driveway. They BROKE a picture, did NOT tell me just, just took it off the wall and sat it on the floor. This was one of the WORST experiences I have ever had involving a large well known company. I was beyond shocked how they treated me and this entire incidence. 

  Business Response

  Date: 09/03/2024

  Good afternoon,

  WindowWorld trained licensed Installers were at your property ma'am, not "immigrants" as you continue to rudely claim.

  Our team also called you multiple times to discuss the alleged concerns & each time we called you, you didn't appear to be concerned with any specific items.

  ****** also offered you monies for the alleged picture frame that was accidently damaged & you wouldn't provide a definitive answer.

  Respectfully, what are you requesting at this time ma'am?

  I will gladly mail you a check for $50.00 for the pic frame. Please confirm that's what you're requesting?

  Thank you for your time!

   

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22123713
  
  I am rejecting this response because: The ***** for the frame is fine & I would accept that and the workers TOLD ME they were IMMIGRANTS from ********* and I am currently looking into having that looked into. You calling ME the rude one after I was called a LIAR, DISMISSIVE & your worker took a photo of my broken picture, did he FAIL to provide that to after YOU told me to have him take that photo? It is not an ALLEGED broken picture. My real upset is with the fact that the wrong size door was sent to my home and your WORKERS CUT MY FLOOR before telling me it was the wrong size door, altering my doorway and my HANDICAP ENTRANCE, they cut the inside rubber ramp, did a horrible job and now I worry about the INTEGRITY of that DOORWAY especially in future storms for which FL is famous for. That is what I am upset about, you did NOT COMMUNICATE with me that you were NOT going to let the worker we AGREED on prior to the doors being sent to my home, the WRONG SIZE door was used and they left a broken picture sitting on my floor. That is why I am upset and the behavior of your company is not acceptable. The reason I stopped answering your calls is because you are NOT SERIOUS about resolving this and then you treat me rudely. You cannot even bring yourselves to ADMIT what happened. When you decide to take this seriously, I will communicate with you. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/21/2024

  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.

  Absolutely atrocious company. Failed inspection 2x so they pulled my brand new windows out damaging them and then put the same windows back in. I have leaks all over in my house. They filled it with caulking trying to cover the damaged windows. They used the wrong type of caulking so now theres mold all over the caulking. They dont respond. Going to file a small claims court suit against them so I dont have to go to arbitration. I can go straight to court. Absolutely horrific company. Theyre employees went into my garage took my late husband tools out and started using them. Then the shop ******* denies it and I have it all on my ring camera. He didnt apologize for saying he didnt know his guys were doing that. He was the one that went in my garage and took all of my saws out.

  Business Response

  Date: 06/21/2024

  Good afternoon ma'am,

  Our team will call you as we speak to discuss any concerns you may have.

  Glad to help

  That said, I read your complaint & am a bit confused to be forthcoming.

  In regards to your comment regarding your inspection, I see your project passed inspection on 10/9/23 & a Certificate of Completion was issued.

  In regards to your caulking concerns & comments, the caulking we use is not the incorrect caulking & is preferred by the Specs, manufacturer & County.

  It's been roughly 8 months since your installation, caulking will discolor, you must maintain your windows ma'am. Our team also offers a service.

  I also just checked our KeyCom CDR call report going back the past 3 months, respectfully you have not been calling us ma'am.

  If there is a concern we will gladly assist, but please communicate with us.

  Thank you!!

  Business Response

  Date: 06/21/2024

  Good afternoon,

  Our office called you a few minutes ago & left you two voicemails.

  ***** left one message & ***** our CEO left you a message as well.

  Please return our call & we will gladly assist.

   

  Regards, 

  Business Response

  Date: 06/24/2024

  Good afternoon ****************,

  Our team called you twice again today ma'am & unfortunately we have not received any return calls from you or responses to our emails.

   

   

  Regards, 

• Initial Complaint

  Date:06/19/2024

  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.

   
  Complaint: 21870820
  
  I am rejecting this response because:

   *** from Window World scheduling did call me on Thursday 6/20/24 and made appointment for me for today Wednesday the 26th June.  Between 9-11am.  I asked him to make sure that it is the right window because I knew that I was only getting a phone call because of my complaint to BBB and not because they have the product. He put me on hold and checked with service manager. Service ******** said he spoke to manufacturer and that this is new stash with correct measurements. I therefore kept the appointment. The technicians showed up today on time and immediately they found out that the stash was the wrong kind again for the 6th time   They called their store manager ************************* to report this  and they seemed not surprised that this happened as it has been happening to many customers  I had called the corporate office of Window World and left a voicemail with Consumer Relations  I am starting to believe that Window World ********************************************** is doing false advertisement and sale of their lifetime warranty to consumers  

  PS. The wrong window stash that was delivered is the one that they already delivered back in October or so  and waiting at our place to be installed.  The one they need to deliver is the other side of the panel without the latch  Maybe if only they ask the technicians who delivered as to what stash is needed, they maybe able to order the right one. It seems no one asked and no communication between ************************* subcontractors technicians and the supply store or whoever doing the ordering of these windows. Hope this explanation will help and someone can ask the technicians on what to order. 
  
  Sincerely,
  
  *************************

  our home and see the windows himself to make sure the correct order is placed. She said he is busy because he is regional guy for all their homes and they could not give me a date on when he can come. They would call me back once they know. How inefficient and untruthful that they dont even have the correct window type order for several months and we were told made-up reasons for the no-show appointments. I had called again yesterday 6/18/24 for follow up and I was placed on hold after I talked to someone. I was then automatically transferred to a voicemail. I left a voicemail and tried calling back again. However, no one picked up my phone after that. I am requesting BBB to please look into this issue and business practices of this Window World of Volusia and help us get our windows done. Please help us get this issue resolved as I am at a loss here on how to proceed. Thank you for your time.Window World Volusia phone numbers ***************** *****************

  Business Response

  Date: 06/20/2024

  Good morning!

  Thank you for your email.

  A replacement window sash was ordered for you, the sash is currently in our warehouse & our team is simply trying to coordinate an appt to replace.

  ******** in our scheduling department is calling you as we speak.

  Thank you for your patience!

  Business Response

  Date: 06/20/2024

  I now see you're on our schedule for 6/26.

  Thank you

  In regards to further comments, our team currently has a ****** rating of 4.7 stars & has only received a handful of concerns after executing the past ***** or so installations.

  We also won the JD Power Award for elite client service 8 of the past 10 years.

  We truly care about our clients & will resolve your concern immediately.

  Thank you again

  Business Response

  Date: 07/01/2024

  Good afternoon,

  I apologize for any inconvenience.

  That said, let's please keep the dialogue & comments honest. Thank you ma'am!

  Our *** has over 200 locations, we service millions of clients & honor all service warranty stops. Just in *******/*** area I have 3 Techs honoring ***** service stops daily for clients that have been with us over 20 years. We respect & truly care about our customers.

  Respectfully saying, there's no need to insinuate otherwise.

  Respectfully, I'm not sure what was communicated to you, but our manufacturer simply made an error & manufacturing is shipping the correct sash to us 7/25.

  Our team will then contact you as soon as the sash arrives, ultimately replacing the sash.

  We'll have the sash this month.

  Thank you for your patience!

  Business Response

  Date: 07/05/2024

  Our team & I have already updated our client multiple times.

  I provided an eta above as well.

  Once said item arrives our team will coordinate scheduling. The warranty item will be replaced by the end of the Month.

  Thank you for your patience

   

  Regards, 

  Customer Answer

  Date: 07/07/2024

   
  Complaint: 21870820
  
  I am rejecting this response because:
  
  

  I am not sure who had written the last response from the Window World as it was not signed.
  

  However, I was contacted by ******  ***** of Window World on 6/26 after the appointment with the technicians and my review update on the BBB. He explained to me that Manufacturer is producing the right stash this time and that they will be expediting. Stated he looked into the problem and explained to me how the previous orders were wrongly ordered. I also discussed with him which stash is needed and since he has pictures of the window, he was able to verify that it is the right stash they are ordering . He told me to call him directly with concerns and not the corporate office because they wont be able to help me. ****** then followed up with me few days later by phone call saying that manufacturer will likely deliver the stash to them this month  He was  helpful and professional and I will await for this new delivery   I will not be able to close this complaint discussion till the job is done and thus I am just simply updating the status in order for the case to not close  

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

• Initial Complaint

  Date:05/10/2024

  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.

  told by business that replacing window would b 1000 dollars when warranty is supposed to be lifetime. They are quoting that caulking wasn't done correctly and nowhere in the written warranty does it state that.

  Business Response

  Date: 05/13/2024

  Good afternoon,

  Hope all is well!

  I'm not sure why I'm receiving this complaint.

  I just checked in with my ************ who stated ****** spoke with you & is ordering a glasspack covered under warranty. Our ************/****** will call you as soon as the warranty part arrives.

  Thank you for your patience!

• Initial Complaint

  Date:04/30/2024

  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.

  I am not satisfied with the response from Window World.  The problem with my windows, is not that they needed to be cleaned, as they have been and cleaning didnt fix the problem.  The windows as well as the door were not installed properly and water was allowed in. I was unable to respond within the time frame as my husband had a health issue  and I am his primary caregiver. m was starting to blacken. Since then, the floor has tented up and is falling apart. I contacted my ****************** They said water damage. Was told it was due to the poor flashing installation and caulking when windows were installed. I am now in the process of finding a contractor to remove the windows, replace all the trim outside and inside and then replace the windows . The door and flooring need to be replaced as well. I believe the film on the windows were a definite sign the windows were leaking for quite some time before it all leaked down the wall into the floor.Any help or direction I should take would be appreciated Thank you

  Business Response

  Date: 05/01/2024

  Good morning ma'am,

  I spoke with ***** my 20 year plus Service Technician & also had manufacturing assess pictures as well as a previous sash.

  ***** our Service Tech just updated me & made it ******* clear you windows do not have any product defects whatsoever. ***** & our ************ stated even in the past when we replaced window sashes the warranty windows didn't even need to be replaced.

  ***** explained to me he covered with you what the concern is which is salt air due to where you live & that you simply need to clean your windows ma'am. ***** also explained it would appear you have a little iron stains from your irrigation system.

  When our clients have seal failure we replace a sash that isn't the case here, if our clients have a latch or lock issue we replace covered under warranty & if & when a customer needs a balancer replaced we also cover under warranty.

  Respectfully, you do not have any of these concerns ma'am. The salt air will leave a film on your windows. We recommend to clean as frequently as possible.Thank you

  Customer Answer

  Date: 05/13/2024

  Date Sent: 5/11/2024 8:29:56 PM
  I am not satisfied with the response from Window World.  The problem with my windows, is not that they needed to be cleaned, as they have been and cleaning didnt fix the problem.  The windows as well as the door were not installed properly and water was allowed in. I was unable to respond within the time frame as my husband had a health issue  and I am his primary caregiver. 

  
  

  Business Response

  Date: 05/14/2024

  I spoke with ****** & *************************** again in our Service Dept.

  ***** stated he has met you a total of 5 times & not once was a leak ever mentioned nor do you have a leak ma'am.

  The film you're referring to is from the salt sea air.

  Our team has honored & replaced past valid warranty claims.

  Respectfully, at this time it's not our responsibility or obligation to clean windows that have sea mist of them. I'm not certain how I can assist you at this time.

  If your product has balancer issues, lock issues, sash seal failure then your warranty covers these items ma'am. We have been responsive & have returned multiple times ultimately honoring warranty work.

  That being said, your current claim is the responsibility of the homeowner.

  Thank you for being a customer.

  Regards, 

  Business Response

  Date: 05/24/2024

  Good afternoon,

  Thank you very much for your reply.

  When you state "film on the window indicates a leak" respectfully that is incorrect ma'am.

  The film on the exterior of your window is salt sea mist. Service Tech *************************** shared pics with our team.

  Respectfully saying, think about it ma'am, how would water go through the glass? When ***** conducted multiple site visits at your home you did not have seal failure. If you had seal failure I would have replaced the sashes like we did in the past.

  If you want me to send a team member out again I can, but we've already performed site visits.

  Please let me know

  Thank you!!

• Initial Complaint

  Date:11/07/2023

  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.

  The window trim is very poor quality. 
  I have all 12 windows installed

  i requested to replace the poor trim on the front windows. 

  Business Response

  Date: 11/08/2023

  Respectfully, as you're aware our team conducted a site visit immediately 11/6/23.

  Our installer Charles explained to your windows were simply dirty due to not being properly maintained. Respectfully, your windows haven't been cleaned or recaulked since the initial installation years ago.

  I personally assessed the pics taken by our installer in 11/6.

  To file a BBB complaint for no wrong doing whatsoever is very unprofessional.

  In regards to our warranty, if you have seal failure, a broken latch, a broken lock, a broken balancer we would handle those specific product related concerns immediately.

  Please call us if you need additional assistance, but windows being dirty isn't our doing.

   

  Thank you for understanding

• Initial Complaint

  Date:10/16/2023

  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 windows were installed nearly 6 months ago in April 2023. Shortly after local building, inspector needed to approve the windows and said there were not enough screws, holding the windows in place. There are moldings that were covering the screws she could not see. These moldings were drilled into and more screws were added these moldings were not intended to be drilled into and should not have been installed until after the inspection.
  
  Now a employee from the company after making three visits to rectify the holes that were drilled into the seven windows that were installed. First attempt they showed up with stickers. It looked like price tags for a yard sale and we’re going to install them over the holes. We told them to leave. Second visit we were told trim pieces were ordered for all windows. Third visit small plastic covers were glued over holes, which I’ve already started to fall off.
  
  To fix the situation and make us happy all we want is the trim pieces replaced and no holes in our $3500 worth of windows we have installed. I never even complained about the kitchen window, which is completely out of level, and the granite people during the renovation had to work around the poor workmanship.
  
  The only solution that will make me happy, will be for the trim to be replaced, which should’ve never been installed until after the inspection.

  Business Response

  Date: 10/16/2023

  Good morning sir,

  Our team has been very responsive.

  Joniel, my scheduler has called you 4 times just this morning sir.

  Respectfully, let's communicate & resolve your concerns sir vs leaving negative reviews.

  Our team is sincerely trying to assist you.

  Please return Joniel's call.

   

  Thank you!!!