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:03/15/2023

  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.

  I ordered 6 windows, a glass sliding door and a screen door on 3/9/2022. I was told they would be installed in 5-6 months and they were made in-house. I have learned that this information was misleading. Somewhere along the way, window world cancelled the screen door without bothering to tell me. After many phone calls and several instances that the installers did not show, my windows were finally installed on 12/24/22. I was told the glass sliding door was on the truck and would be here the middle of January. Again after several calls, it was scheduled to be installed in February. Again, the installers did not show twice. Eventually they did show, only to tell me that the door had a crack and would have to be reordered. All I want at this point is to cancel the glass sliding door, but somehow the person that can actually help me is never available. Multiple calls and emails and still no return call. Can you please just help me get this order canceled? They have had a year to get this installed. Everything I have been told has been misleading.

• Initial Complaint

  Date:02/13/2023

  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.

  9/27/22 - tried to install hurricane coverings for the first time for Hurricane Ian. Realized there were several problems:
  (1) unable to remove wing nuts without screws coming out of the house, (2) the one we were able to put on did not fit (by the front door), and (3) a number of cracked windowsills from where they installed the screws.
  Kim R*** left a voicemail on 9/27/22 for Window World asking for someone to come out to assist. Received no reply.
  10/14/22 - Josh called again. He spoke to a receptionist who said a message was being conveyed. We received no reply.
  10/27/22 - Josh R*** called again. He spoke to someone who said they put the repair on high priority but then told him that it would be 3 months before they could do anything. We received no reply.
  11/10/22 - Hurricane Nicole hit, and we were still unable to use our hurricane coverings.
  1/16/23 - Kim R*** called. The receptionist referred message to local office to call her back; no response to message.
  1/23/23 - Kim R*** called and left a voicemail. Melissa called back. She reviewed my concerns. Melissa said she was sending an email to the installation team. Gave me the number for *****, the installation manager, ************.
  1/31/23 - Kim R*** called and spoke to Elijah. Said would give me *****'s email to send him pictures. *************************** clarified phone number ************. He will send an email and suggested I do as well.
  2/5/23 - Kim R*** sent a detailed email to ***** with photos and video of the problems. This email stated:
  Dear *****,
  I was given your email address to contact you due to several issues related to our hurricane coverings that we purchased from Window World of Volusia. My husband (****** ****) and I have each conveyed a number of messages through Window World of Volusia's ******** support line since September of 2022, two days prior to Hurricane Ian. On January 23rd and January 31st, I was told (by Melissa and Elijah, respectively) that they were emailing you directly, since you are the Installation Manager. We have yet to receive a response.
  
  We have three issues:
  (1) unable to remove wing nuts without screws coming out of the house (2) the one covering we were able to put on did not fit (by the front door)
  (3) cracked window sills from where the workers installed the screws
  
  I have attached photos and a video demonstrating our issues. We need all of these issues addressed ASAP. We spent approximately $5,500.00 on these hurricane coverings, and not only were we unable to use them through Hurricane Ian or Hurricane Nicole in the Fall of 2022, but our house is damaged. This is clearly unacceptable. Please contact me ASAP to schedule a visit to address these concerns. My cell phone is *************.
  
  Sincerely,
  *** ****
  
  As of 2/12/23, we have received no response to any of these attempts. We paid over $5,500.00 for these hurricane coverings, which are unusable, and, even worse, there is damage to our house that has not been addressed.

• Initial Complaint

  Date:01/18/2023

  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.

  I purchased windows and had them installed around September. There were 2 windows that needed a knee wall built first. The man in charge had them placed in our garage and told us that when the inspector came to check the installed windows to tell him we just bought those for another project. The inspector came and my husband watched him inspect only a few of the windows and sign off. The 2 windows in the garage still needed placement. I called the company several times as well as texted the supervisor. A man came out to see what needed done and said it was no problem and he’d call back to set up an appointment. Several weeks later and no call. I reached out to the company several more times asking for them to either be installed or to come and remove them with a refund. The office ladies reached out to the man and he said he had another guy who was going to take care of it and would call and set up an appointment. A week later and no call. Here it is mid January and the windows are still in the garage. On their computer it shows the job was completed when obviously it isn’t. I keep getting the run around without the follow through. They also chipped some brick around 2 windows they installed on the back patio. Gray concrete now sits where the brick should be. I reported that days after the installation and nothing has been fixed. The laundry room window was sloppily caulked as I reported as well. When I asked recently what was going to be done to repair those problems, nothing showed up on their computer.

  Business Response

  Date: 02/28/2023

  I see notations regarding your project requiring additional work.

  Please reach out to our installation dept to discuss.

  Please ask for Kevin or Rick

   

  Thank you ma'am

  Business Response

  Date: 08/25/2023

  Our team obtained a letter from a certified engineer this way we close out your permit.

   

  Thank you for your patience!

• Initial Complaint

  Date:01/09/2023

  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 daughter ***********************, ordered windows for our house in ******* ** from Window World of Volusia in March of 2022. In May they brought the windows for installation and everyone of them was measured wrong, so they had to remeasure and order again. The end of July they brought the new ones out and again the measurements were wrong. Same thing happened in September, November and then in December they called and said the windows arrived broken to their shop and they had to be reordered again! They don't answer my phone calls and they are not taking care of my daughter when she calls them either! We are so unhappy with this company and we want to file a complaint against them for unsatisfactory work and I think they are trying to scam us! My daughter is *********************** *************) and she is part owner of the house also. She is the one who lives there full time. Please help us get the window issue resolved! Thank you! *********************

• Initial Complaint

  Date:01/07/2023

  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.

  Window world installed a portion of my windows and claim to have lost 2 windows I am still waiting for them to finish the last two windows the original project started in November they do not return calls and have no information they also left one window open and not sealed . They 4 windows in the front have screens that do not fit . I want my last 2 windows installed since the rest of my house already has these windows I want the window repaired with the open seal allowing ants and wind to get in I want the screens to fit my windows

• Initial Complaint

  Date:01/04/2023

  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.

  I have a window that is failing I have reached out to Window World Monthly beginning in February 2022.No response ever, Lifetime warranty.

• Initial Complaint

  Date:12/07/2022

  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.

  Unable to get Window World of Volusia to honor a warranty claim (window replacement) based on manufacturer's defect/installation negligence.-I ordered five windows in June/July 2021 for my home -two separate employees measured the windows prior to confirm order -windows arrived in Jan/Feb 2022, two of which were incorrectly measured -numerous calls, emails were ignored and not responded to for a follow up on the remaining two windows -windows were finally installed six months later at which time one of the original 3 windows installed began to fog -called numerous times for a tech to come out to look but was ignored -finally got a sales rep to come out for a quote then requested they contact their manager to have a tech come out to look at the faulty window -called numerous times again to confirm the replacement window was ordered (it wasn't)-had to relay the specs and dimensions of the window myself to the manager of installation - numerous calls over subsequent month were ignored and voicemails not returned -eventually got a call November 2022 (originally ordered the windows in June 2021) to schedule the replacement install -installer did not show or notify me that we were not coming -emailed customer service at ********************** (*******) who replied that they were checking the field manager; have not received a response after more than a week -Window World of Volusia is failing to honor their contractual warranty agreement

• Initial Complaint

  Date:11/28/2022

  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.

  On June 9, 2022 we ordered custom storm doors (2) and a custom wind resistant patio french door from Window World. On that date we paid them one-half of the total cost in the amount of $4047.00 We were told it would take a few months to manufacture the doors.We never were contacted by them, and called them regarding installation in October 2022.The doors were scheduled to be installed on Nov. 17, 2022.The installers were here two hours and then informed us that ALL THREE DOORS were the WRONG size.Tha installer mentioned something about cutting down the hurricane resistant patio doors to make them fit the opening. We were not happy with that idea.The installer left and we called Window World of Volusia and informed the representative of the situation and that we wanted the order cancelled and our money refunded. She assured us that she was sending an email to the proper people and someone would contact us. We also called a supervisor using a number the installer gave us and he said he would have to look at the papers. We were also told by the office representative that someone would be back the next day with a form for us to sign re: refusing the order / cancelling the order. Today is Nov. 28th and we have not been contacted by anyone from Window World in any way. Noone came with any form for us to sign.We called their office on Nov. 21 and the same representative assured us that she was resubmitting the emails to 3 people.We called on Nov.25th and there was no answer.We called on Nov. 28th and left a voicemail message.The solution would be to cancel the order and refund our $4047.00.Window World did not provide us with an order number or account number.

  Customer Answer

  Date: 12/14/2022

  Case# ********
  External
  Inbox
  
  *********************** <*****************>
  10:24 AM (19 minutes ago)
  to me
  
  Thank you for your contact subsequent to the complaint filed against Window World.
  Updated info:
  On Thursday, 12-8-22, *********************** of Window World, the person in charge of regional installations did call me. We went over what had happened so far, as stated in the complaint. He wants to replace the doors, not refund the money, and get the rest of the money from us.
  I continued to state that we want the order cancelled and our money refunded and that I no longer have faith or trust in Window World. He said he would have to talk to the "Sales side" and would call me back by the end of the day Friday, 12-9-22.
  Today is Wednesday,12-13-22 and he has not called me back.
  

  Customer Answer

  Date: 12/21/2022

  *********************** <*****************>
  1:24 PM (10 minutes ago)
  to me
  
  Dear ********************,
  Thank you again for your assistance in this matter with Window World.
  I was contacted by a representative by phone on Thursday, Dec. 15, 2022 to schedule the installation of the patio entry doors. It is scheduled for Dec. 28, 2022. Hopefully, they are newly manufactured doors and not the incorrect doors with a portion cut off, as they are supposed to be wind resistant.
  I asked at that time about the storm doors. The representative who was calling stated that she had no information about them and that **************** would call me on Tuesday, Dec. 20, 2022. Today is Wednesday, Dec. 21, and I have not yet heard from them.
  However, the ******* ********** of ******** Affairs did get a response from *********************, CEO of Window World, noting that the one door is being scheduled and that the other 2 storm doors were removed from the contract.
  They have not yet informed me of this. I do want them removed from the contract. I will be sure that our balance owed is adjusted accordingly, pending the proper installation of the properly sized patio entry doors.
  The efforts of the BBB to assist in the ongoing resolution of this issue are recognized and appreciated.
  Sincerely,
  ***********************

  Customer Answer

  Date: 01/10/2023

  Re: BBB Complaint Case# ******** (Ref#***-90645134-********-14-500)
  External
  Inbox
  
  *********************** <*****************>
  9:47 AM (25 minutes ago)
  to me
  
  Update to complaint #********
  Thank you for your follow up on my complaint.
  Through communications with the FL **** of ******** Affairs I was notified that the two storm doors were removed from the contract.
  The wind resistant patio door was installed Dec. 289, 2022 and passed inspection by the town's inspector on Jan. 5, 2023. I paid the balance owed minus the costs for the storm doors.
  Therefore, I believe this is a closed complaint at this time. We will not be doing any more business with that company.
  They definitely need to work on their communication and public relations skills.
  Thank you for your attempts to assist us throughout this process.
  ****************************
  

• Initial Complaint

  Date:11/19/2022

  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 purchased new windows to be installed for the price of ********* on 1/27/2022. These appear to be good quality windows. One came broken. They came in with a new window. They installed it and broke it while installing. This has been a very long process. I was told many reasons why it still has not been corrected. The company has not returned my calls. I was fold 5 days ago **** a superviser would call me back. I also called him back, and he never called me back. I have documented my calls with this company. I have been told it now is being held up by a "manufacturing supervisor I have asked for his number, they refuse to give it to me. I was assured Window World was a member in good standing with the BBB. We will see how BBB handles this complaint. All I want is this window to be *********** never knows how good a warranty is, until it is needed. So far, Window World Company has failed in their promise. So sad, especially since I recommended them to my brother. Who did buy the product. This my last resort with this company. If no results with BBB, only legal involvement will be left for me. Thank you *****

• Initial Complaint

  Date:10/26/2022

  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 an paid in full back in March of 2022 for 2 impact windows. Only one window can be accounted for after being informed both windows were in the warehouse an delivery an installation were scheduled. No one showed up for my appointment After making a couple of calls only one window is accounted for. Help me please.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/10/26) */
  Good afternoon sir,
  
  I'm going to personally call you in the morning.
  Look forward to speaking
  
  
  Regards,