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:05/20/2025

  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.

  Signed a contract with Window World - Winter Haven Jan. 16th for 5 custom windows and a door. At the time of signing, it was explained that installation would be scheduled within ***** weeks. And that installation itself would take approximately 1.5 days. We found quickly that communication is not this company's strength. No calls, no updates, no return calls to our questions regarding installation date. As snowbirds, we just needed to know the date for planning. Finally we heard back that installation was scheduled for May 8th. (the final day fitting into the ***** week timeline shared earlier) OK, just lack of communication and chasing someone who could tell us something. We were excited to finally get the windows and new door!No further communication occurred leading up to May 8th. A contractor finally showed up at 11:30 a.m. accompanied by 1 other worker. This contractor hurried thru the job, messily applying caulking and wrapped the entire job up in 4 hours. Insisted that a survey must be completed before departing. We filled the survey reluctantly as we hadn't even been given time to survey the work. That very evening a typical rainstorm in ******* resulted in an obvious leak, with water puddling on the floor inside. We called Window World in the morning requesting that someone come to fix the leak. Someone showed up later that morning and 'fixed' the leak. However, the leak continues. With hurricane season coming quick, and expected heavy rains, we really need that to be addressed asap. We have made numerous service calls. We receive no call back. Nothing. Crickets. Seems like a reasonable customer request - "You installed a ********************. It's leaking. Come fix it" In the meantime, we have been charged for the entire job. We hope to get this resolved quickly so that we have peace of mind with pending summer weather.

  

  Business Response

  Date: 06/01/2025

  We have ordered a new windbreaker to replace the mismeasured one.  When we replace the mismeasured windbreaker, we will correct the other issues the customer discussed with our sales manager.

  Customer Answer

  Date: 06/02/2025

  Hello,

  The response from Window World is encouraging, in that they state a new window has been ordered.  And that other installation issues will be addressed.

  However, this hasn't happened yet.  This is a 'pending' status in our minds.  I hesitate to state it has been resolved for that reason.

  We were given an estimate that the new window would be delivered by end of June.  I'd like to hold on responding until this actually happens.

  How can we state 'pending' resolution?

  Regards,

  Carl Micucci

  Customer Answer

  Date: 06/03/2025

   
  
  Complaint: 23356202
  
  Date Sent: 6/2/2025 8:16:25 AM
  

  Hello,

  The response from Window World is encouraging, in that they state a new window has been ordered.  And that other installation issues will be addressed.

  However, this hasn't happened yet.  This is a 'pending' status in our minds.  I hesitate to state it has been resolved for that reason.

  We were given an estimate that the new window would be delivered by end of June.  I'd like to hold on responding until this actually happens.

  How can we state 'pending' resolution?

  Regards,

  Carl Micucci

  
  
  
  
  
  
  Sincerely,
  
  
  
  Carl Micucci

  

  Business Response

  Date: 06/24/2025

  We have an appointment this Friday the 27th to install the new windbreaker and replace the kickplate.

  Customer Answer

  Date: 06/28/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23356202, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Carl Micucci

• Initial Complaint

  Date:04/08/2025

  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.

  Was 4-5 months before they came out to install when they figured they measured wrong on one of the doors now we wait again

  

  Business Response

  Date: 04/16/2025

  We have ordered a new storm door.  The estimated arrival date of the new door is May 23rd.  Once the new door arrives, we will contact the customer to schedule the install.

• Initial Complaint

  Date:04/08/2025

  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.

  For right now with this company need my window fixed the window will not stay up needs balancer the part came in April 21 after waiting for a month for parts from ** when I knew the part's were in I called window world asked them when would they be coming out to fix my window they said part's were not in they lied CW told me the part's were in so now I still don't know when they will be out. I guess the biggest complaint would be communication no one knows what the another is doing there service techs will even tell you that I wish I never called them in the first place trouble from day one 2018

  

  Business Response

  Date: 04/16/2025

  We have a service call scheduled with the customer for April 21st to fix the ********************.

• Initial Complaint

  Date:03/31/2025

  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.

  Absolutely Horrible Experience Avoid Window World of Polk County!If I could give zero stars, I would. We ordered windows from Window World of Polk County on October 1, 2024, expecting a one-day install on February 17, 2025. Not only did they fail to complete the job as promised, but they failed the City of Lakeland inspection because the windows and doors were not installed properly when the inspector arrived. Instead of fixing the issues immediately, they left our home in a half-finished state, and we are now approaching 60 days since that disastrous installation ********** make matters worse, one of the doors was measured incorrectly, meaning it had to be redone completelyfurther delaying the process. Now, we have to wait for the city to reinspect everything before the installers can come back to finish the interior trim.Every time the city or Window World needs to come out, we have to move blinds and furniture, a physically demanding task that my elderly mother (nearly 80 years old) cannot do on her own. That means another missed day of work for me every time they show up. I make $152.39 per hour, and each delay results in additional financial losses. Furthermore, our contract states that if Window World must move our blinds, curtains, or furniture, they will charge us a feean additional burden on top of the already unacceptable delays. So instead of missing the original two days of work, for the entire project to be done, I have missed today, for the NO SHOW, now I must miss April 3, (in hopes they show up for the rescheduled date), then miss April 4 for the City inspection, then miss April 8 for the installers to finish the trim work. That is an extra $3,657.36 of loss pay due to Window Worlds mistakes.Despite the project being far from complete, Window World had no issue cashing our deposit and charging 90% of the total cost to our credit card. So now, were paying for a job that is still unfinished and nearly two months past due.

  

  Business Response

  Date: 04/08/2025

  There was an error made when measuring one of the entry doors and there was a service call that had to be rescheduled, due to earlier appointments running longer than anticipated.  Mistakes do happen and we apologize for the inconvenience that occurred.  The job was completed on April 4th and the building inspector approved the final inspection on April 7th.

  Customer Answer

  Date: 04/08/2025

   
  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.
  

  However they offered ZERO Compensation nor discounts for my missed work days, when Ive been required to be here due to their ERRORS.

  I will not do repeat business, nor do I suggest anyone do business with them.

  Our order date was October 1, 2024 (before the hurricane) and FINAL Completion Date was April 7, 2025.  OVER 6-MONTHS & LOTS OF HEADACHES & MANY MISSED DAYS OF MY WORK DUE TO THEIR ERRORS!   

  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/06/2025

  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.

  On March 8, 2023 a phone call was made because of a broken window and screen due to fire issue on a enclosed porch which Window World installed. Information from the window, which they asked for, was supplied on that call. Was told it would be 6-8 weeks. I called in 10 weeks later to check. Window was never ordered. Aug 2023, the window they brought was for the wrong side, even though the work order showed the correct side that should have been ordered. Also new screening was brought but the cording to complete this was not. Told another 6-8 wks. Numerous calls were made. Weeks passed. Every time I called, was told I was just going to call you.I called 12/6/23 window coming 12/15/23.I called April 1, 2024, told manufacturer was slow. Seriously. Was told new manager will look over my folder and call me Monday. I called WW 4/25/24 and left a message.WW called me 5/3/24, can a service tech come out and take pictures for the manufacturer. Came on 5/4/24. Called 6/4, told window ordered.June 28, 2024, came, Window was the WRONG SIDE again and it had a large scratch. Told they would order a new one and call me. Never did.Called WW a few times. July 9, 2024, they called, manager not sure if they need to order a whole thing or just the sash window. Seriously, AGAIN!Numerous "Wrong Side" orders again. Blaming the manufacturer.Finally delivered one that was Too Small. Also the latch had to be moved down to be able to engage into the other window. Told they will order a new one. (Pictures uploaded)Aug 2024, came with the wrong side again.Sept 5, 2024. Wrong side again. OMG!"Have not heard or received a phone call since. It is now March 1, 2025. ALMOST 2 YEARS!Customer service and respect for the customer is Non Existence. And yes, this has all been paid for. This is Unacceptable from a company. How did they earn a high rating???Buy Beware and Run....

  

  Business Response

  Date: 03/13/2025

  We are working with our manufacturer to have them send a representative to the customer's home to measure the needed part and ensure the replacement is correct.  The manufacturer has agreed to do this but said it will be a few weeks before they will have someone available.  We will be in touch as soon as the manufacturer has a date for the in home visit.

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23030888
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

  I have reviewed Window World's response. As I stated above, ** has been to my house multiple times to resolve. I look forward to having the manufacturer coming and taking the correct measurements.  The sooner the better, since this has been going on for 2 years. 

  

  Business Response

  Date: 03/24/2025

  The manufacturer's representative is scheduled to visit the customer on Wednesday the 26th to take the measurements.  A replacement panel will be ordered from the measurements.  As soon as the panel is received, it will be installed for the customer.

  Customer Answer

  Date: 04/07/2025

  The Complaint ******** with Window World should NOT have been closed!!   I am furious....           4/7/25.

  This is still uncompleted by Window World.  The window manufacturer came to measure for a new window. Still waiting for Window World to receive the New Window.  Told they will contact me when they have it.  (But for the last 2 yrs, costumer service is non existent).  Again, another waiting game. Please keep this Complaint open, do not close until the CORRECT  Issue is completed and acknowledged by me, the unhappy customer.  

  Customer Answer

  Date: 04/07/2025

  This is still uncompleted by Window World.  The window manufacturer came to measure for a new window. Still waiting for Window World to receive the New Window.  Told they will contact me when they have it.  (But for the last 2 yrs, costumer service is non existent).  Again, another waiting game. Please keep this Complaint open, do not close until the CORRECT  Issue is completed and acknowledged by me, the unhappy customer.  

  

  Business Response

  Date: 04/16/2025

  We have been in touch with the manufacturer and asked them to investigate why the remade parts were not the correct size.  They are working to coordinate their representative's schedule with the customer to do another sire visit.

  Customer Answer

  Date: 04/18/2025

  Window World came with new windows, they did not fit properly, 4/14/25 Tues.
  The window manufacturer came today to view the issue and remeasure. Waiting to hear from Window World.  This is still NOT resolved. 4/19/25. Friday. 

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23030888
  
  I am rejecting this response because:Date Sent: 4/18/2025 1:58:34 PM
  Window World came with new windows, they did not fit properly, 4/14/25 Tues.
  The window manufacturer came today to view the issue and remeasure. Waiting to hear from Window World.  This is still NOT resolved. 4/19/25. Friday. 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 04/28/2025

  We have received the new part from the manufacturer.  We have an appointment with the customer on May 1st to install the new part.

• Initial Complaint

  Date:02/17/2025

  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.

  ** installed a triple sliding door with two screens and a window on January 9, 2024. I have two issues ** has failed to resolve. First is the handle. It keeps falling off the door because the screws won't hold the handle in place under normal operating conditions. My second issue is one of the screens doors was manufactured with the handle and weather stripping on the wrong side of the screen making it very difficult to open. They have sent crews out to resolve the problem by flipping the screen door but four different people sent to fix this, told them it couldn't be done. I was told by ***** ********, that he would have to order another screen door. This has been repeating for over a year now. ** has been paid in full for this job. Polk County Building Permit # BR-2023-*****, I am still waiting for this job to be complete so I can get it inspected. The purchase date is 11/6/2023. invoice #***-13321. Mr. ******** refused to come look at the issues onsite because he was "too busy", and then repeated this nonsolution about five more times. They still refuse to order me the corrected screen door and I've been living without a handle on my door for about three months now. Please please help me resolve this matter.

  

  Business Response

  Date: 02/28/2025

  We sincerely apologize for the delays in resolving the issues with your door.  We are waiting on one additional part needed to complete the corrections.  The estimated arrival for that part is in two weeks.  Upon receipt, we will contact you to schedule an appointment to get everything corrected.

  Customer Answer

  Date: 03/12/2025

  I would like to know if Window World is going to order the proper screen I contracted with them, in addition to a new door handle with screws. We are going on fourteen month of lying to me about solutions Window World has yet to act on. Did Window World order the new screen door? If so I want to see that in writing. I've been waiting over eleven months for the door handle even though they sent over six people to my house over these fourteen months to resolve both these problems. I'm an elderly, disabled man and Window World's disregard to timely fix their mistake is tantamount to harassment and intimidation. I will only accept written solutions from this company since they just keep ignoring this situation.and lying to me about what they are actually going to do. 

  Customer Answer

  Date: 03/12/2025

  Date Sent: 3/12/2025 10:48:55 AM
  I would like to know if Window World is going to order the proper screen I contracted with them, in addition to a new door handle with screws. We are going on fourteen month of lying to me about solutions Window World has yet to act on. Did Window World order the new screen door? If so I want to see that in writing. I've been waiting over eleven months for the door handle even though they sent over six people to my house over these fourteen months to resolve both these problems. I'm an elderly, disabled man and Window World's disregard to timely fix their mistake is tantamount to harassment and intimidation. I will only accept written solutions from this company since they just keep ignoring this situation.and lying to me about what they are actually going to do. 

  

  Business Response

  Date: 03/12/2025

  We have ordered a new handle for the sliding glass door.  The estimated arrival date is 3/26.  The existing screens are reversible.  As soon as the new handle for the sliding glass door arrives, we will schedule a service call to correct the remaining issues.

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22951276
  
  I am rejecting this response because:

  I have been waiting over 14 months for Window World to resolve this issue by ordering the new screen door that Window World neglected to order. ***** ******** sent several crews to "flip the door" who told me it can not be done. Mr. ******** told me if the door can't be flipped, Window World would have to order another, which is why I've been patient expecting Window World to make good on my contract with them. Window World ordered the wrong screen door that is paid in full. I will only accept a NEW SCREEN DOOR. I have compromised enough working with this company that has kept me waiting for over a fourteen months. I will not settle for Window Worlds ordering mistake. Since Window World is refusing to reorder the correct screen door along with the door handle and screws that I've been expecting, then we have reached an impasse. 

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

  

  Business Response

  Date: 03/31/2025

  We have ordered a new screen.  The estimated arrival date is May 6th.  As soon as we receive the new screen, we will contact the customer to schedule an appointment to install the screen, the new exterior plate for the right side panel outside looking in and the new handle for the left side panel outside looking in.

  Customer Answer

  Date: 04/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:01/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/26/2024 - Called Window World of Polk County to report condensation between the glass of my impact resistant slider. Told it would be referred to the ******************* The following day received a text and email stating my service request was being reviewed.12/10/2024 - Called Window World again since I had heard nothing from them,12/13/2024 - Received call and was told my window had been discontinued. A service call was scheduled for 12/17.12/17/2024 - Window World service tech came and took pictures validating my problem.01/06/2025 - I called again and was told it would be 6 to 8 weeks to receive a replacement. I then received an email stating the slider was discontinued and the manufacturer would review the pictures and reach out to me directly.01/20/2025 - Emailed customer service stating it had been over a month and I had received NO communication. Reply said she would reach out to the manufacturer department that day, but the process takes a bit of time.01/21/2025 - I replied that I understood things take time, but my initial call was 11/26/2024 and my transaction was with Window World of Polk County not the manufacturer. I have since heard nothing, So much for their ad stating they 'stand behind their windows'.

  

  Business Response

  Date: 01/31/2025

  We apologize for the frustration you have experienced.  The warranty on your windows and sliding glass doors is provided by the manufacturer.  Window World's roll is to provide the labor to service the manufacturer's warranty.  The manufacturer did discontinue the windows and the sliding glass doors that were installed in your home.  After an initial period of providing parts for the windows and doors, the manufacturer discontinued making any related parts.  Once this occurred, the manufacturer set up a claim process for home owners with these windows and doors.  Unfortunately, the claim process has been taking six to eight months for other customers with the same issue.  All information and documentation we have has been provided to the manufacturer.  If the manufacturer needs additional information, they will reach out to you directly.  If the manufacturer contacts us with any update, we will pass that information along immediately.

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22882618
  
  I am rejecting this response because: I am getting conflicting information.  The response from the manufacturer indicates that I need to provide additional information (coincidentally on the same day I filed this complaint).   I spoke to ****** at the number on the correspondence.  I was told this was a dealer complaint and information had been sent to them. The problem was being worked.  I was not asked to provide any additional information.  The replacement part information had been sent to the dealer, and I should be hearing from them in the next few days. 

  I would like to keep this complaint open until some definite plans for resolution are agreed to. I'm not sure who is handling the problem.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 02/06/2025

  The warranty claim is being handled by the manufacturer.  ********** acts as an intermediary so we can assist if needed.  We received the offer letter from the manufacturer and we are mailing it to the customer.  The offer letter needs to be signed and returned to our office.  We are including a S.A.S.E.  Once we received the signed letter, we will return it to the manufacturer.  The manufacturer will then send the payment directly to the customer.

  Customer Answer

  Date: 02/07/2025

  I received an email from ******* ****** stating I would receive a letter with two options; Since their mail goes out on Friday, I wont receive it until next week. 

  Customer Answer

  Date: 02/12/2025

  I have read the response and received the settlement offer.  I am considering my options; any action I take will have a financial impact on me. This problem was not due to any action of mine.  Also, the settlement offer states that the payment to settle can take up to 60 days.  If I don't receive it in that time period, will I have to sue?

  I need a little more time to make my decision.

  Customer Answer

  Date: 02/12/2025

   
  Better Business Bureau:

  Date Sent: 2/12/2025 8:56:31 AM
  

  I have read the response and received the settlement offer.  I am considering my options; any action I take will have a financial impact on me. This problem was not due to any action of mine.  Also, the settlement offer states that the payment to settle can take up to 60 days.  If I don't receive it in that time period, will I have to sue?

  I need a little more time to make my decision.

  
  
  

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

• Initial Complaint

  Date:11/27/2024

  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.

  Date of the transaction was on April 4, 2024 The amount of money paid: $10,400 What the business committed to provide you: Window World was to install double-hung windows, their best-selling vinyl windows, that can be opened from the top or bottom sash, allowing fresh air to circulate throughout your home. Tilt-in sashes make cleaning a breeze and save you the time and frustration. What the nature of the dispute is: Window World failed to provide us with durable, high-quality windows. First, the windows failed the Polk County permit inspections for poor workmanship for installer in providing high quality workmanship to applying caulking the windows to meet the standards. Secondly, we notified Window World in August that had problems with windows leaking argon gas.Whether or not the business has tried to resolve the problem:**** at Window World ordered new replacement (2) bottom window sashes. The installer tried installing the new sashes and now the windows are inoperable. Meaning you cannot freely open the windows for extreme binding. On 11/26th the new warranty installers replace the windows with new bottom sashes and the windows are worst. You cannot freely open the top or bottom sash. Furthermore, Window World uses different window manufactures, and the installers did not have parts for my ************************ addition, the installers also had to replace a window that was above the entry door because the initial installer installed a defective window in April. Once the work was completed, I noticed that the installer drip caulking on my new pavers and left. This is unacceptable.A call was made to ***** and **** with Window World to rectify this problem and I have heard nothing from them.Desired settlement:1.Remeasure and replace both top and bottom sashes so that the windows are functionable.2.Full refund

  

  Business Response

  Date: 12/11/2024

  We sincerely apologize for the issues you have experienced.  After our sales manager ***** met with you on Monday, he reached out to the manufacturer to arrange their service team to schedule a site visit with you.  You will be hearing from the manufacturer soon.

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22611598
  
  I am rejecting this response because: the issue has not been resolved.

  The manufacturer contacted me to arrange for their service team to schedule a site visit to conduct an inspection of these windows to determine what is needed to address this issue.

  Therefore, I have two windows that are extremely hard to open or close.
  
  Sincerely,
  
  **** **********

  

  Business Response

  Date: 12/16/2024

  Our manufacturer is working directly with the customer to resolve the issue with the two windows.  Once the problem has been diagnosed and a remedy determined, it will be completed.  If the manufacturer requires our company to complete any work in order for the windows to be corrected, we will do so.

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22611598
  
  I am rejecting this response because the is not resolved.     

  Currently I am still waiting for windows to be reinstalled to make operable

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

  

  Business Response

  Date: 01/02/2025

  Our manufacturer is working directly with the customer to resolve the issue with the two windows.  If the manufacturer requires our company to complete any work in order for the windows to be corrected, we will do so.

  Customer Answer

  Date: 01/06/2025

   
  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.

  ********* with ******** Windows came out to my home and solved all of the windows issues.

  Thanks for your assistance in resolving this matter.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:11/21/2024

  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.

  1. On 1/31/2024 we agreed to purchase windows and a back door from Window World. The total price $9,260.00 of which we paid half, $4.380.00. We were told it would take approximately 4-5 months until installation.2. During the 4-5 months, men came to remeasure 3 times without explanation, which we found odd but did not question. The 5 month **** was quickly approaching and we made several calls to ** to talk to ****, and our sales rep **** to get an update..Our calls were ignored.3. The windows were finally installed the third week in July. The door was not installed, because it did not fit. The installer said they sent the wrong door and he would back with the right door. The next day he came back and said that ** did not make the size door we needed. He tried to ***** rig the original door to fit. However, it still had openings all around the door (you could see light from outside) and they did not have the part to seal the bottom of the door. The manager , *****, reached out to us and came to see what the problem was. He said two windows needed adjustment (new to us) and sent a technician out to make the door adjustment...it did not work. T Finally, they sent their #1 installer and he closed the gaps.; with filler and by raising the door threshold, causing a tripping hazard. AND we can still see light under the door. I spoke to ***** about being compensated for the inconvenience, and inferior installation and product quality. We did not get what we paid for. He called and said compensation would be discussed after the job was complete. We have called **** and *****. Our calls are being ignored. WW world has been paid in ******* general ** communication and product quality has taken a deep dive. We go back to 2002/03 when we first hired window world. We promoted the company to our neighbors and friends. Now, (our third house) we are not able to do that when people ask.We would like communication from WW as well as a resolution.

  

  Business Response

  Date: 11/22/2024

  We sincerely apologize for the issues that have occurred with your project.  We will be reaching our today to schedule a service call to take care of the door threshold, the light you can see under the door and any other items you would like us to address.

  Customer Answer

  Date: 12/02/2024

  I never received the notices from you until today you closed the complaint. I dont understand we are not and have not settled with them at all yet. And in fact, they have not fixed the door. They called to send someone out to look at it, but nothing has been done. Please dont close. Ill wait to hear from you. So I know what to do next.

  Customer Answer

  Date: 12/03/2024

  Date Sent: 12/2/2024 4:03:08 PM
  I never received the notices from you until today you closed the complaint. I dont understand we are not and have not settled with them at all yet. And in fact, they have not fixed the door. They called to send someone out to look at it, but nothing has been done. Please dont close. Ill wait to hear from you. So I know what to do next.

  

  Business Response

  Date: 12/05/2024

  On December 4th we performed a service call for the customer.  During the service call, our tech corrected the issues with the door.  The customer signed the service call form, indicating they were satisfied with the completion of the job.

   

  On December 5th, our sales manager reached out to the customer to discuss the job.  During the conversation, our sales manager communicated to the customer our offer of compensation for the issues that occurred during the job.  Upon hearing the offer, the customer and their spouse became verbally abusive, raising their voices and referring to the owner of our company using foul language.  Our sales manager stated that was rude behavior.  At this point, the customer and their spouse continued their verbal abuse, directing insults at our sales manager.  Our sales manager calmly told the customer and their spouse that he hoped they had a nice day and then our sales manager ended the call.

   

  Our position on this is the job is complete and we have made a reasonable offer to settle the issue.  Our offer stands, should the customer decide to change their mind and accept.

  Customer Answer

  Date: 12/09/2024

  I did not receive your initial messages. I did send a message, however, and I think December 2 explaining that I had not received your initial messages and I wanted the case just remain open. So far we have not had a resolution the amount that window world offered us was under $300 which is just a joke and is confirmation of how little they care for their customers. So I consider the case still open and Id like to know how to move on move forward, thank you for your help.

• Initial Complaint

  Date:10/25/2024

  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.

  NATURE OF COMPLAINT:Defective product installation and failure to honor product guarantees for hurricane-rated windows TRANSACTION DATE:2023 DETAILED DESCRIPTION:Following ********************* I contracted this company to install three hurricane-rated, impact-resistant windows on the north side of my home. The following issues occurred:Initial Installation Problems:The installation failed city inspection A second ******** had to return to remedy installation issues One window was noticeably smaller than the space, though I was assured it met standards Product Failure:During Hurricane ******, significant water intrusion occurred The improperly sized window allowed substantial water penetration Additional water intrusion was detected at another installed window Resulting Damages:Required emergency water removal Needed dehumidifiers and fans for moisture control Had to remove and replace affected drywall Potential for mold development due to moisture ************************************** by phone to report issues Followed up with written communication Requested replacement of defective window Company has failed to adequately address these concerns DESIRED RESOLUTION:I am seeking:Complete replacement of the defective window with properly sized, hurricane-rated product Professional installation meeting all city codes and standards Compensation for repair costs related to water damage ***************** of product warranty coverage PREVIOUS ATTEMPTS TO RESOLVE:Raised concerns about window size during installation ***************** immediately following water intrusion Made phone call to discuss issues Sent formal written request for resolution Company has failed to adequately respond or resolve these issues

  

  Business Response

  Date: 10/26/2024

  We have emailed and left a voicemail for this customer to schedule a service call.  During the service call, our service tech will be investigate the source of the water infiltration.  If any of the three windows are found to be allowing water infiltration under normal weather conditions, we will take whatever measures are needed to rectify the situation.  If there are issues related to the installation that are allowing water infiltration, we will rectify those issues.  If the water infiltration is found to be due to an issue unrelated to the windows or the installation of the windows, we will share those results with the customer so they can address the issues.