ComplaintsforWindowWall LLC

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My company ordered a custom door from Window Wall. We were provided a lead time on the door and agreed upon terms (the door, permits and installation). We were tasked with completing a few items for the permit which we promptly provided. We were also told that a completion date of by 3/15 was no problem whatsoever. We hired Window Wall on this pretense. It should be noted this door is required to open a new location we are currently leasing. We are losing money everyday that we are unable to service customers. We have also rescheduled our grand opening due to the delays. On or around March 5th, we were notified by Window Wall that they couldnt pull the permit under their license. Please note, this was just a few days prior to the date we were told our door would be delivered to their warehouse. We were initially told, the permit would be pulled and ready so when the door arrived, they could install it immediately. Window Wall waited until the last minute, and then informs us that they were unable to pull the permit. I was able to have a local General Contractor pull the permit and list window wall as a sub contractor. The paperwork provided to my permitting agent wasnt accepted and the permit was rejected. We have since received new paperwork and its currently under review with the county permitting department. I have made several attempts to contact Window Wall management to find a solution to this problem, they however will not return my call. Im filing this complaint to hopefully generate a sense of urgency to make good on their promises, receive a returned phone call and to revive the goods and services I paid for.

  

  Business response

  04/15/2024

  Several of the claims made by ****************** are provably false. The permits in question that were "delayed" were ones required to actually cut the opening in the wall not to install the door. In our contract we specify that we do not handle any structural work on a project, and that the permitting and opening creation would need to be handled by a third party as we do not do structural work. Because the ********************** company delayed handling the structural work we were unable to pull permits for the door installation (as the opening had not even been created to pull a permit for). Throughout the process our commercial rep **** repeatedly warned ****************** that he would almost certainly have to pull permits for the structural work required to create the opening and that it could delay our ability to work. 

  Our commercial department's initial contact with ****************** occurred on January 22nd, with the contract being signed on the 30th. The expectation to have a custom door project ordered, permitted, and completed by March 5th was already very tight (which we clearly communicated) but because of the delay in handling the structural work required to create the opening it was totally impossible to meet that deadline, which we openly communicated several times. The idea that we were hired on by a GC as a "subcontractor" is a dubious way of describing the reality of the situation; we (a window and door installation company) were hired to install a door for an opening that didn't exist. We let the client know this and told them to handle the structural work first so that we could pull permits to do what our contract outlined we would do. Our team remained in constant communication with ****************** throughout the project, the issues described in this complaint wholly stem from a concern that we clearly outlined early on into our negotiations.

  Customer response

  04/15/2024

   
  Complaint: 21457241
  
  I am rejecting this response because:

   

  The response provided by the business is simply another long winded excuse, on an ever growing list. I have had multiple conversations with ****, who claims to be upper management. **** has openly told me that his team dropped the ball, made promises that they couldn't keep and things should have been handled much differently. **** informed me that he would "handle the issue" with his sales rep and construction manager. What the business is claiming doesn't add up to their response and conversations I have had with ****. The claim about gaining entry into the building is also laughable, this was provided as agreed upon at the morning of installation. Our issues stem from Window Wall making promises they couldn't keep (pulling the permits, delivery date, installation date) and then trying to justify blaming the customer for their shortcomings. We have incurred additional costs associated with this project that were "covered" in the contract and have lost over a month's revenue due to the delays. At this point we wish to be done with Window Wall and pay the balance of our contract minus the out of pocket costs associated with our permit. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Thursday February 22, 2024, a sales rep *********************** from Window Wall arrived in my home to give me a quote for a bathroom window and bedroom window, I informed him that we are in a *** community and that we would need approval prior to ordering the windows. He informed me that I had to give him 25% deposit in the amount of $719.00 (Receipt#N4488) to start the process and that I had nothing to worry about my deposit should the *** not approve it. On March 7 window wall sent an installation team to take measurements, in which at set-time it was informed to me that an *** package outlining the windows would be sent to me so that I can send to my *** for approval. A week passed and I sent them an email and no response. I called them on Monday March 18, 2024 and they told me that the *** package would be forthcoming within 24 hours, in which no package was submitted and no one calling to let me know when to expect this package. At this time their lack of communication, and unprofessionalism has lead me to believe that they are not the kind of company I would like installing my windows. **** swore to me that they were the best in the business. Since their failure to comply and submit the appropriate paperwork has been no-existing I believe my deposit should be refunded.

  Customer response

  04/03/2024

   
  Better Business Bureau:
  

  We have reached an agreement. 
   
  Sincerely,
  
  *****************************

• Initial Complaint

  11/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were falsely sold windows to stop us from hearing neighbors car and we were sold that the new windows would be night and day different from the *************** windows. ***** who supposedly was ** of sales heard the neighbors car and said yes, you will notice a huge difference with the new windows. He kept showing us a video showing SOUND PROOFING of how you can hear AC unit out the window and then he clicked on window and it shut it and you couldn't hear anything when the window was closed and he kept on playing video over and over. Now we still hear car out our master bedroom and huge line of scratches in picture window but won't replace until we sign financing paperwork. Only offered $500 off want $1500 more off and new picture window installed with new screen before we pay. Horrible we just spent $11000 for a picture window. To say we are unhappy is an understatement. We are so discusted it isnt funny. We believed the guy and the joke is on our bank account now. We want at least $1500 off of 11K these windows are the same c*** we already had, absolutely no difference. Sad there are soooooooo many companies like window wall out there. If you do NOT claim sound proof windows then DO NOT KEEP SELLING THE **** THEY ARE SOUND PROOF WITH THE ***** THAT THE ** OF SALES KEPT PLAYING. Oh and of'course, ***** doesnt work for them anymore. Isnt that interesting? Please help my husband and I get at least $1500 off from this horribly corrupt company. The manufacturer said they SHOULD NOT be using that video to sell these windows. My husband has NOT signed the financing papers yet bc we want some justice to at least get additional $1500 off. The manufacturer has ordered new glass because our picture window has huge line of little scratches on inside of glass. The window screen in Master has to be re-screened bc is defective.

  

  Business response

  11/06/2023

  We have never promised "soundproof windows" as those simply do not exist. Our pitch clearly says "sound reduction". The customer is complaining the windows cannot block out the sound from a neighbor's modified race car. We have video proof that our windows do reduce the sound of something like an external AC condenser. I've attached a zipped folder containing a video demonstrating this (which we've shown this homeowner several times). Our manufacturer themselves have blogs/articles discussing how their products can act as soundproofing, so for this customer to claim they spoke with our manufacturer and that they told her we should not be using a real video demonstrating the actual effects of their products is disingenuous at best.
  
  
  Link to article: *************************************************************************
  
  
  It is completely unrealistic to expect windows to be able to fully block sound from something as loud as a modified WRX with a muffler delete and severe tune built for racing. The walls of the house wouldn't even serve as much of a sound barrier for this, let alone the windows.
  
  
  We have reduced price continuously as a means of customer appeasement in spite of the fact that we firmly believe we have done absolutely nothing wrong. The customer has completely refused financing and refuses to pay out of pocket, as they continue to try and find reasons to get further discounts. In spite of this, the customer has signed a completion certificate indicating that all of their product has been installed and passed inspection. The homeowner has even cancelled their original service appointment and refuses to cooperate with our scheduling department to have a team come out to rectify any of the additional issues they've claimed with their project (even though the project has passed inspection).
  
  
  We have gone above and beyond for this project and refuse to be cry-bullied into giving more money off.
  

  Customer response

  11/06/2023

   
  Complaint: 20815317
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* & ******************

   

   

  Complete lies

   

  The sales person ***** kept playing the video over and over and over that they provide quiet lied to us to buy these windows that are exactly the same as we have we want at least 1k off the price of the windows. They offered $500 off but I asked for minimum of 1k off....complete lies from salesman to get me to sign. I told the manufacturer we were sold these windows under the expected result as he played over and over and over again to get us to sign. We want minimum of 1k off ** we wasted 11k 500 dollars and they are no different than windows we had

  

  Business response

  11/07/2023

  We're sorry to hear you've rejected our response, but we can clearly demonstrate the sound reducing effects of our products and have been more than reasonable in attempting to do so with you. We even have two separate demonstration videos on our ******* channel showing the noise reduction effects of our products. We've been more than accommodating in offering you any discount for this, but to continue to accost us about our having "lied" about something we've repeatedly backed up in an attempt to get more money from us is not something we'll entertain any further. Your project was installed correctly, passed inspection, and was at a price that you signed a contract agreeing to. You have made service and warranty claims about some product defects, which are actively being actively worked on. Your replacement parts have been ordered, once they arrive we'll have a service technician come free of charge to repair and replace anything needed. We even offered to send our VP of Operations out to your project to inspect your other concerns, but you have repeatedly rescheduled and failed to give us another available date. We still plan on servicing your original request once the replacement parts have arrived and would still be more than happy to have our VP come out to inspect your project beforehand. 

  We've received numerous testimonials from our customers describing the noise reduction effects of their new windows, you are the first in the history of our company claiming they've made no difference.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Failure to return deposit when company did not follow through as agreed repeatedly. After a "step outside" discussion with the company *** Salesman Hatim promised windows within a shortened time frame because I would be traveling extensively thereafter. Satisfied, I paid the required deposit with the understanding that documents to provide my HOA would arrive as soon as the next morning. ***** assured me that they were pros with providing documentation for HOA approval. 11 days later, after begging for these documents, they arrived when I declared that they would not have time to finish windows before I left. (I still had to get approval.) VIA phone call (11August), *****, the *** told me he'd cancel the contract and refund my deposit, within 3 to 7 days, I believe. Nearly 3 weeks have passed and now they are saying as long as another 12 days. I am afraid that my deposit is gone. This is a shortened version but I am convinced that they are not an honest company and that I am being lied to, in the interest of buying time. My deposit landed in their account before their account before they left my driveway on the sales day... the 31st of July. 2 1/2 weeks ago I was promised a refund. My concern partially lies in the fact that they know the way they have dealt with me will cost them an entire house full of windows, but even more, future business that would arise from a satisfied customer. A good company would never risk that and of they had a legitimate problem they would level with me. They have never done as promised except for the initial sales meeting when they promised the moon. Thank you for your time and consideration to help me. I am a widow and I cannot afford this loss.

  

  Business response

  09/29/2023

  Customer has been mailed the refund check on 9/6, minus the $500 deposit. We already communicated this to the customer and are not sure why they chose to leave a complaint well after it was known. We did try push the timeline of the windows up and installed them as they arrived instead of waiting until the full project was in storage. The contract clearly spells out that the minimum projected install time for new windows is 4 weeks, the complaint itself even says we tried to start the project early. The order was not processed until 8/7, it seems very disingenuous that this complaint tries to portray this as a situation where the full or at least a significant cost of the project was taken from the start. 

  *****, the person directly quoted as having handled this situation, has since been fired for some related incidents involving overpromising and/or making claims that weren't completely based in fact. We've been transparent and communicative throughout the process and took direct disciplinary action against the named employee who seemed to have caused this customer's frustration. The money has been sent and will be arriving via check in the mail. 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 01/18/2023, my husband and I signed a contract with Window Wall for three sliders. They were installed and the final inspection was on 03/17/2023. When trying to clean the sliders, we noticed that the suction cups they used on the glass left rings on the inside of the glass panes, along with some other minor issues. A Window Wall employee came out and took and look and said that the sliders would need to be replaced. It is now 07/10/2023 and still no sliders. My husband has called many times asking if and when the sliders have been ordered, but no one gets back to him. I called and left a message over a week ago and no one has returned my call. We would like our sliders replaced or a refund.

  

  Business response

  07/11/2023

  Customer called us with a complaint about a sliding door on the day of install. One panel had a hair between the glass, a second had small scratches on the panel, and a third had suction cup prints on the glass. 
  

  We reviewed the complaint and agreed to do a full replacement. There has been a manufacturer delay in getting all parts required as this is a significant service. We called the customer on the day this complaint was lodged (7/10) to let them know the parts are in and that we have scheduled a service for 7/20. Every time ***************** has called in to ask weve given them an update on where his service request is and have call logs to verify (Weve received 3 total calls since the project install). 

  Attached are photos of our call history since the project was completed. 

  Customer response

  07/21/2023

   
  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

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am an elderly widow living on my own in a house built in the ****s. My deceased husband and I were/are house proud. So after painting the exterior I noticed that the front entry needed upkeep. I contracted WindowWall for a new front entry including two paneled doors and side lights/windows on 11/22/22. 1/27/23 the job was done in one day by 5 workmen, it was dark before they finished and I was shocked when demanded payment in full without even letting me open or close the door. I was intimidated into writing the check to the point of being followed by two workmen through the house to get my checkbook and writing the check to their satisfaction. After they left I found that I couldnt lock the deadbolt (the whole was too small). Days latter inspection failed (it later passed). Additionally they had installed the wrong hardware (which I replaced at my own expense with a local locksmith) and now will not return my calls even to pick up their hardware (which at this point I dont even expect a refund). Also, I informed them of sand between window panels (which would fall under the manufacturers warranty) but they have yet to come out and look at. So I had louvered shutters installed so that at least I am not aggravated every time I walk to the front door.

  

  Business response

  08/03/2023

  This project was installed and QC'd on 1/30/2023. The customer claimed there were issues with the deadbolt and voiced openly that they were not happy with their product selection. We scheduled a service and inspection and confirmed that the door functioned properly. 
  
  Two months later on 3/15/2023 *************** called back in still not liking her hardware. We offered to change it out to any style she would like with the understanding we have done everything to the letter of the contract and she would need to pay for the hardware. She then went off on how it was our remodeling consultants fault that sold it to her. She also stated that the "Heavy set manager" that came out to her house should have looked at the other doors in her home before making the decision". She then went off about how our crew members were rude and spoke nothing but Spanish and forced her to pay in full and followed her around the house when she went to get her check book. She then said our workmanship is horrible.

  When we inquired as to the workmanship she told me again she had issues locking the door. I reminded her that during a previous call I asked her if she opened, closed and locked the door and it operated to her satisfaction and she said yes because she "thought" it was working, but again the "Heavy set manager" said it wasn't working properly. ************** gave us a call from the site and I tried to call to set up a service for the following day to inspect. She again got very upset and said she isn't getting anywhere with me and hung up the phone. I called back but she picked up the phone and immediately hung up.

  The customer then called us back after we repeatedly tried to contact her on 3/23/2023, stating that she was not happy with the aesthetic of the door handle (she mentioned it being "too modern" for the house and that she was not expecting that). The customer's claims about the "wrong hardware" are incorrect. The customer signed a contract and agreed to the hardware that came with the door they ordered, after installation they decided they did not like the style and wanted something different. We've tried to schedule follow up service appointments but have not been able to speak with the customer (the last contact we had was with the daughter). 

• Initial Complaint

  07/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Robo call 30 plus a day wont take me off either

  

  Business response

  07/11/2023

  We do not use any form of robodialer whatsoever. In fact, we're in the process of trying to set up a formal call center software right now but only use a normal phone system with people manually calling (We use RingCentral). We never call before 8am or after 8pm on weekdays, never call Sunday, never call anyone that DNC requests us (Our CRM *********** actually doesn't even let us call someone if they are marked as DNC). 

   

  I've attached a photo of our entire Ring Central billing statement, which clearly shows we don't pay for any form of an autodialer and don't even have their call center software yet. Just 20 phone numbers we give directly to our employees. ******************* submitted their information to Modernize on 6/23, which means they agreed to Modernize's ToS stating they agreed to be contacted by verified pros. If they wanted us to stop calling they can easily DNC us or simply tell us they aren't interested. 

• Initial Complaint

  06/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Installed 2021 Mar. still experiencing problems with windows and seals. Called repeatedly and they will not respond or come to repair. After telling me that it's lifetime warranty. They are not truthful.

  

  Business response

  07/14/2022

  Business Response /* (1000, 5, 2022/06/27) */ Mr. ******: Though we are sorry to hear that you feel your experience with us has been less than ideal, we sincerely believe that this review has left out a great many details about our continued work on your project and was not made in good faith. Your project was installed on March 13th 2021. Several months later you contacted our team letting us know about some concerns you had with the installation. We then scheduled you with the soonest date available for service, which was October 25th, a date which you agreed to. Our service manager arrived within our arrival window of 9am - 11am and called to confirm both his arrival and the service start time. Not only did you not take his call, immediately hanging up, you then (after he was finally able to enter your gated community thanks to the kindness of another resident) required he finish his service in "10 minutes or less" immediately after he arrived. You did not allow our service manager to conduct a proper repair and asked him to "just leave the parts" (which we cannot do as a full service window and door installation company) before requiring him to leave. We then followed up multiple times to schedule yet another service appointment before finally managing to both make contact and establish a date of repair on January 1st 2022 (by which time you had already left a negative review for us on another platform claiming we had not properly handled your service request). The service went on as scheduled and everything seemed to be completed until we received yet another service request on June 20th 2022. On the same day we received the service request we worked to schedule another service appointment for as soon as possible (July 12th). We then called to confirm this with you multiple times, until finally getting in contact with you at 8:06am the morning you left this review (June 27th 2022). It would seem that you've chosen to leave this review before even giving our team a chance to even attempt to service your request (something we've already done and will continue to do for you) yet after we had already spoken and confirmed your knowledge and approval of our service date. Your service date is still scheduled for the 12th of July and we will honor your requests as we promise in our warranty. Though in your review you claim us to be "not truthful" we feel that to be a gross misjudgment of the character of our company and its representatives and more applicable to your assessment than to our service. We will happily provide any and all records we have of our dealings with you Mr. ****** to corroborate our statements, as we've had to be sure to keep documented records of all of our interactions with you following the untimely resignation of two of our valued employees after your treatment of them on the previous service request. Your service on the 12th of July will still be conducted as we unwaveringly stand by our lifetime warranty. Should you have any additional questions or concerns we're only a phone call away and always happy to help.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/20/21 Contract for $26,000 for 16 windows. 2 of the 16 windows are pitted and cracked. The Window Wall has not yet repaired the two broken windows.

  

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/04/08) */ We're sorry to hear you feel you've had a less than stellar experience with WindowWall *****, we truly are. For context, your contract was signed on the 17th of November 2021. This contract, which we require all WindowWall customers to read and sign, stated that the product lead time would be between 12-18 weeks with additional time to schedule installation. We worked ahead of schedule to have your products installed starting on February 7th. Following the final installation day of February 9th we called to ask that you inspect the windows to confirm the installation had been conducted properly. We were informed that you would be unable to inspect them yourself and that you would need a 3rd party to do so. We, as an assurance of quality, scheduled a follow up inspection for February 16th 2022 just to be sure the inspection would happen and be done properly. In the time before our follow up crew would arrive you called to inform us that, unfortunately, the products arrived with small manufacturer defects which were not clearly apparent during the time of installation. We contacted the manufacturer, who would typically send their service crew to handle issues with products that arrive with defects, but their lead time was far longer than we were comfortable having a customer wait. To ensure we made the situation right we scheduled our own crew to return to the jobsite and fix and/or replace any products not deemed up to our standards. The parts required for the repairs are custom orders, which meant a delay would be inherent in their arrival. We sent our first crew out as soon as we received the first of the parts on March 14th to do an inspection and begin the repair. Final parts required for the pair arrived and were installed on April 6th 2022. Though it cost significantly more on our end and did result in a longer lead time, we refused to do a repair or product replacement without having the necessary parts to do it properly by our standards. We apologize once again for your feeling frustrated with this situation, but know that we dedicated a great deal of time and effort to ensuring you would be happy with your installation and that the repair would be done the right way. We wholeheartedly believe we went above and beyond to ensure your installation was one we could be proud of.

*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. ↩