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:05/08/2023

  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 entered into a contract with Window World spring of 2022 to replace all our windows and two doors. Fall of 2022, they came out for the installation. It was a disaster. They broke windows and have glass all over our property, 1 window was half way installed when they realized it was damaged (ocean side) and put the old window back, 2 windows were not available and one large door was sized incorrectly and needed to be reordered. A screen was missing and an installed window defective. We patiently awaited for the remaining windows and door to be installed. Five separate days, they scheduled an installation and never called, never showed. After repeated calls that fell on deaf ears and a visit to their retail location in Ormond Beach, finally they admitted they do not know where the door was and agreed to take that off of our contract. They scheduled an installation date to finish the installation of the three missing windows, bring missing screen and repair the broken window, The installation was a debacle, The window was the wrong size. When they reinstalled the old window, severe cracking on interior walls resulted. They refused to install one window because they did not have a ladder tall enough. The third window was installed but significant damage to exterior stucco resulted and header was installed incorrectly. The missing screen that they brought was so damaged that they took that back too. So, here we are. Over a year later, we are still missing two windows and a screen. No one from Window World has followed up to address, again. What Window World did invoice us for the remaining balance which included the 2 windows that have not been installed. They also threatened to put a lien on our home. We have sent them an email with pictures and options to resolve this situation so we can pay them. They have not responded. If we do not hear back this week, we will retain an attorney to pursue in court, seeking damages at this point.

  Business Response

  Date: 05/18/2023

  Our team conducted a site visit 5/12/23. 

  Our client has been updated.

  Thank you!

• 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