ComplaintsforWindow World of Atlanta

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  All exterior windows and doors were replaced by Window World (WW) 3-4 years ago. We had an immediate problem with French doors that open onto our deck. WW sub-contracts their doors with *****-Cascade (**), and every single issue relating to door repairs has been an unacceptably difficult process. ** reps would come not to resolve problems but instead look for a way not to honor their warranty blaming WW workers for poor installation instead of their doors being defective. Managers at WW attempted to resolve issues but ** would still refuse to honor their warranty. This particular repair dragged on for months and angered us greatly. Fast forward to now, there is yet another problem with the same French doors that requires window insert replacements. WW called me advising that ** refused to authorize the window inserts for our doors. A WW technician took pictures of the issues but ** said that they were insufficient and required pictures of the entire door from the exterior and also required a picture of the front of out house -- which has ABSOLUTELY NOTHING to do with our French doors in the back of the house. When I called WW, no one could tell me why I had to provide a picture of the front of my house to **. My husband and I were uncomfortable doing so; we both independently concluded that the pictures might be used to scope our house for a robbery. Why else would ** need a picture of our house?! They only need to know about the doors to be repaired for which they have information from the original installation. I told WW that I refuse to provide ** a picture of the front our house - that they don't need it. ******* Googled our address and said the picture was available on Zillow, so they apparently will download a copy to give ** to see if they will approve the warranty. I want to know exactly why ** requires a picture of our house when it has nothing to do with the door repair. Are they casing our house or is this yet another tactic to deny the warranty work?

  

  Business response

  02/15/2024

  We apologize for the issues that you have experienced previously with Boise Cascade & Window World. I can guarantee you that Window World as well as Boise Cascade are working together to get all your issues resolved as soon as possible. However, there is a process that each claim must go through in order for any repairs to be completed. Therma Tru's process requires a picture with every claim no matter which side of the home the product is located. Our VP of Sales has spoken with Therma Tru and we were able to bypass this for your claim. We can guarantee that none of ***** Cascade or Window World's employees are trying to cause any harm on you or your property. We do have you scheduled to come out on February 22nd for the warranty issues. Our ***** Cascade rep has also made ** aware that you have spoken and discussed everything on their end as well. As our VP of Sales stated in your corresponding emails, if you need anything please do not hesitate to contact our Director of Operations.   

  Customer response

  02/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is provisionally satisfactory pending my satisfaction with the window insert installation scheduled for February 22, 2024.  For future issues, Window World should be more knowledgeable of the reasons for "requirements" needed for warranty repairs when customers inquire about them, particularly when customers feel the requirements seem unnecessary for fulfillment of the warranty. Since Window World customers don't typically have direct communication with ***** Cascade regarding door-related repairs, Window World as their representative should also treat customers' concerns with more consideration in terms of attempting to answer issues (the representatives with whom I initially spoke were very polite but none could answer my questions about the "requirements"). There can and should always be reasonable accommodations made to customers, but a representative must be willing to further inquire on the customer's behalf to provide them with the best service possible. The ***** Cascade representative explained their warranty process and what is required of them from their upstream supplier, Therma Tru, and that their "requirements" are based on what Therma Tru requires of them.  The ***** Cascade representative apologized for this situation stating that Window World merely restated to me what his company stated to them. He has now addressed this issue with his staff so that there will be better handling of issues of concern when a customer expresses them to *******************************************. I felt that his apology was sincere and I appreciated that he could understand my perspective and reaction to the photo requirements and that he was willing to discuss the issue with Therma Tru and seek their approval to address my concerns and provide me with my desired accommodation. 
  
  ***********************************************

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with window world to purchase three garage doors, two for a rental property and one for my main residence. The door arrived damaged, scratches to the paint and dents in the exterior portion of the door. I keep having problems with the door not opening fully making lots of noise and just not working. They've been out at least three times to resolve the issue always with an excuse that makes no sense. The other morning the door failed to open and my car was stuck inside. I pulled the emergency thing and the door still wouldn't open so I called ********************* to have used before and has a great reputation. They came out to fix my door and told me the reason why you're having problems is the door is the incorrect size also, they failed to put some type of installation plate and the tracks for the door is incorrect. I have a written report from the company. I asked the technician what he can do to correct the problem. He said you need a new door ****************** nothings going to fix this since the door was sized incorrectly. Window world has been so deceptive. I've spent close to $20,000 with them that meant nothing to them.

  

  Business response

  12/07/2023

  In August our Director of Operations was made aware of issues and we sent out a technician to make any necessary adjustments to the door. Upon completion she followed up with ******************, in which he stated that the door was working properly. Since the follow up call Window World has not been made aware of any additional issues or concerns. If the door is not operating properly we would be more than happy to get ************** out to make any additional adjustments. Unfortunately, ********************** previous doors were disposed of upon installation of his new doors so we would not be able to reinstall them. We stand behind our products that we install so we will not be paying another company to have a new door installed. Once again, Window World would be more than happy to schedule a  technician out if there are still issues that have not been resolved. 

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting for for several months to get a resolution on a warranty claim that has been serviced several times but never fixed. We have a lifetime warranty on our sliding doors and the screen sliding doors have not been operable as manufactured. Window world has had a few technicians come out but each time the same issue exists. My wife has talked to several people, and we were advised to escalate the complaint in order to get management to take action.

  

  Business response

  09/07/2023

  We apologize for the issues that are occurring with the sliding patio door. Our Director of Operations is working closely with Mr. **** to get these issues resolved and corrected in a timely manner.   

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired company to repair garage doors, Started with the company coming to the service location with damage supplies and disconnected my alarm system while installing the new doors. I keep reaching out to contact the company to get a new instillation date but there has been no answer. I would like a reduction in my bill due to the fact that I had to wait and the company to reconnect alarm system.

  

  Business response

  08/11/2023

  We are terribly sorry about the overall experience and issues that occurred. This has been scheduled for us to complete any necessary repairs, and to complete. Our Director of Operations is working with ****************** regarding his alarm system. 

  Customer response

  08/11/2023

   
  Complaint: 20439171
  
  I am rejecting this response because: I purchase three doors one of them is damaged and they told me they were going to replace it. After waiting two months now they want to repair it. Why didn't they do that two months ago? . Because they took the sensor when they remove the old door I've been without an alarm system for two months I've waited two months for them to replace it then finally they told me they're not replacing it. They want to repair it. The paint on the door is powder coated, which is a very durable finish. Repairing the door one will not have the same finish from the factory. Repairing a damaged door after being told they were going to replace it is not a new door is a damaged door that is being repaired. I've done business with them before and spent over $14,000 and this is the way they treat a customer they should give me the door and just charge me for the other two. I feel like they're trying to pull a fast one on me and it doesn't feel good. No one has contacted me to tell me when the new door was gonna be in and now they want to repair it. It's funny they didn't do anything until they got the complaint from the Better Business Bureau that speaks volumes.
  
  Sincerely,
  
  ***********************

  

  Business response

  08/16/2023

  Our Director of Operations has been working closely with ****************** regarding his the concerns. An agreement has been made for the alarm sensors as well as any inconveniences that occurred during the contract process. We are scheduled to handle all the repairs that were discussed with ****************** on August, 22nd. Once again, we apologize for any inconveniences. 

  Customer response

  08/17/2023

   
  Complaint: 20439171
  
  I am rejecting this response because: we also agreed that there would be a discount off my invoice.,  she has not mentioned that otherwise I would accept
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original date of installation: June 2022. The windows were manufactured incorrectly. Several of them have handles that scrape the finish off the window frame when operating. Several windows leaked. One manager said it was humidity in my house when some had this and some didnt. Only after 6 months and my saying I would report them to BBB, they reset three and replaced one. Some screens have folds and holes, after replacing some, trying to repair some, and bringing the wrong sizes one time then having no record of bringing the wrong sizes. I have had so many problems; they are almost too numerous to list here. They rescheduled the original installation three times and delayed rescheduling, from January to June 2022. One crew came at 5 pm on Easter Friday and said it would take them two hours to install, when the installation took about 10 hours when it finally took place months later. Window World measured several windows wrong twice, resulting in having to change the design with delays and a re-order on one wrong size delivered, with the old window then propped in the window opening with large gaps where weather and animals could enter in the winter. They did come put caulk in after a week or so after I called repeatedly. One customer service employee, who told me she was quitting, told me their customer service is terrible and they do not communicate problems to managers correctly. I would report problems and even talk with a manager and then Window World would repeatedly tell me they had no record of the discussion. One time, a manager told me they never agreed to correcting the main problems.

  

  Business response

  07/21/2023

  We apologize for all the manufacturing issues that have occurred previously. Our office has been out multiple times to correct all issues that we were made aware of. We also had an appointment scheduled for today tentative arrival between 11:00 & 1:00.Yesterday when we called to confirm the arrival time between 11:00 & 12:00.The customer stated that she was unavailable due to being at lunch from 12:00 to 1:00.  With these repairs being minor repairs, we felt that the technician did not need as much time as we had originally scheduled. We have this scheduled for Tuesday, July 25th to be completed. 

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window World ************ said my window was a custom window and needed to be made at $1,300.00. I had another estimate who was on vacation for 1 month before coming. He showed me how he looked up window and showed me to size window from outside house and not inside house as window world did. He said 10 days and $650.00 installed and not custom. Wants to remain silent as small company with no lawyers and Window World has lots of lawyers because known for over pricing by double. Want to pay only deposit of $650.00 which already paid and not pay balance at installation and or get $650,00 refund as salesmen lied about having to be custom build and said not a standard size. I said Pulte home are never *************** and he said this was. Need a lie corrected.

  

  Business response

  04/26/2023

  Window World custom makes every window they sell to the home it's going in. We do not carry stock windows. Looking at our itemized contract it states what we are charging you for. $556 of this cost of your window is for tempering due to the size of the window, and that it is high up in the air. We sold this by Georgia code. We would love to see the quote from this contractor that came in after **, because it will not be comparative and potentially not up to code. We charged $479 for the window on your ************** options that you the customer opted in for and signed for.  

  Customer response

  04/26/2023

  The bottom of the windows sits 1 foot off the ground so it is not high in the air. You get to window by removing the frame from outside on patio and takes less than 30 minutes as I have had 2 more bids at half the price. I put down $650 deposit and was  told if paid off all $1,300.00 which is paid in full would be sooner. Would like all $1,300.00 Also I have found a replacement window at Lowes it is a Pella 150 Series 27.5x37.5" x3.25" Jamb Vinyl Replacement white double hung window full screen included for $791.72 free delivery and $100 for take away So can save from the $1,300.00 being charged as salesman said that this is not a stock window and cannot be replaced. So salesman needs to be fired and I need to be refunded $1,300,00 so I can order from Lowes and get in two days as Windows World now called and said because of weather May .9 so is soonest can be installed  told me that they do not do stock windows which goes against their ads. So please tell then now after three months they owe me heating and cooling bills for over three months because of lie after lie.Please refund $1,300.00 of get yourself out here sooner than May 9 as you have had over three months and delay after delay and I give you a zero star for over pricing and poor customer service and just a scam

  

  Business response

  05/04/2023

  This window is installed, and the claim about finding this window at Lowes is false. 

• Initial Complaint

  02/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a formal complaint against Window World of North Atlanta. I have been waiting for over 90 days for the delivery and installation of a product that I paid a 50% deposit for upfront. Despite numerous attempts to contact the company, I have received false information on when I can expect to receive the product and installation.I am extremely frustrated with the lack of communication and delay in receiving the product and service that I paid for. The delay has caused significant inconvenience and has resulted in a loss of time and money.I have attempted to resolve the issue with the company directly, but I have not received a satisfactory response. I am now turning to the Better Business Bureau for assistance in resolving this matter.I am seeking a prompt resolution to this issue, including the timely delivery and installation of the product that I paid for, or a full refund of the deposit that I made.Thank you for your attention to this matter. I look forward to your assistance in resolving this issue.

  

  Business response

  02/26/2023

  As of 02/24 we have received the product. We will be calling immediately to get this on schedule. We apologize for the delay with this product. 

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June13 ***** made purchase. Windows arrived late by 2 months. Install was delayed September to October due to the window being broken then again October to December. They attempted to install glass into my existing frame and I noticed so stop them. They saw the contract and agreed it was to be a new window. I am told they are repairing the broken one to send for replacement. I asked for a refund and to cancel, they refuse to and also no discounts. New selected date to install is January 20, 2023. Ive been patient, but do not want to deal with them anymore. So 7 months later no window.

  

  Business response

  12/27/2022

  It appears we have the full replacement in, and we attempted to call and schedule on 12/17 and 12/19. Please call us back at your earliest convenience to schedule this. We will continue to try and reach out. Thank you. 

  Customer response

  12/27/2022

  Tell us why I was told by the sales man *********************** of Window World that he had asked them several times to call me and they had not given valid updates.
  The original order and down payment was **** 13,2022. The first actual Install was to beAugust, then September, then October 21, 2022 which was canceled each time by their company I I asked to cancel the window on December 13 after they attempted to replace the glass only and I paid for a new window and also some siding and trim on the outside of the house (which I sent you documentation) by attachment) and they refused. Also have no been t given a discount, saying the job must be finished before granting a discount. As of this week installation is scheduled for ******* 6,2023. I cannot be sure of satisfactory completion until the windowthey will require payment the day of installation and that leaves me at the disadvantage if it is not satisfactory. I will not be able to meet the requirement of 6 days to be satisfied with their work and product.
  Thank you for mediating this situation.
  *************************

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window World installed replacement windows this fall. One window continued to leak, and I called asking for someone to come out and look at it. They showed up on December 1 and determined it was not properly installed. He said he would file a report and have the installers come out immediately as it was installed upside down and would continue to leak until fixed. I have not heard from him since even after calling and texting him asking for an update.

  

  Business response

  12/13/2022

  We will get this called and scheduled ASAP. 

  We are very sorry for the inconvenience. 

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original agreement was established 2/4/2021 and added onto on 5/27/2021. Total job amount was $10,143.00 On 5/5/2022 *********************** (co-owner) verbalized a list of necessary repairs to ****** with Window World (WW). ******************** followed up with printed list on 7/1/2022. ***** called on 7/20/2022 to set appointment for Proj. Manager. ****** with WW came to inspect on 7/29/2022.1. 3-panel window frame in Family Room is warped and is not sealed properly, as it is to be replaced.2. Siding outside master bedroom window was left loose 3. Left side (from inside) build-in "slider" window handle in family room is bent 4. Gap under both sides of family room storm door 5. Upstairs office (from inside) Left side casement window screen is stretched 6. Casement Kitchen window on side and Master bath casement window are difficult to/won't close/lock.7. Windows need additional caulking/sealing on the interior and exterior 8. 4 white handles for casement windows are missing; causing hazard in bedroom #2/office as they are inoperable. Cannot successfully test whether they can open/close 9. 16 caps for screws on 2 storm doors are missing 10. Gaps are present in otherwise closed windows Requested that handles and caps be mailed to us as soon as possible (twice, once over phone and again when ****** was on-site). (Never happened.)Note: Financed the job; ***** Fargo paid Window World in full and I'm left with monthly bill for sub-par installation.Communication is horrible. Have not heard back from company on intentions to repair/replace. Winter is approaching and this is detrimental to being able to heat my home properly.This has been unfortunate and unacceptable. February 2021 to October 2022 is a burden no homeowner should have to endure. The summer cooling and winter heating were two major reasons for the "upgrade". It has been a complete disappointment and I wouldn't want anyone else to have to go through this. I expect a timely resolution or complete refund.

  

  Business response

  10/28/2022

  We are very sorry for the issues on this job. We have ordered the Storm Door parts, and the Casement parts. We should expect them in 4 weeks. 

  Customer response

  10/28/2022

   
  Complaint: 18234982
  
  I am rejecting this response because: it has been promised twice before and has yet to manifest in procured parts.  There's no guarantee that this third promise of parts will be any different.
  
  Sincerely,
  
  ***********************

  

  Business response

  10/28/2022

  We will provide updates accordingly. Thank you. 

   

  Customer response

  05/11/2023

   
  Complaint: 18234982
  
  I am rejecting this response because:
  FYI- ****** **** and his business. You will find numerous people complaining about him being a thief. Took their money and then  off.
  **** was arrested and served time in the county jail.
  He stuck it to an equipment rental company for equipment he used in my yard. The charges were over $6000. They wanted to put a lien on my property. 
  He stole the money that was to go towards the driveway project. 
  I advanced the money for him to buy  concrete curbing machine . He was to do curbing around  The  property. He took off and didnt do the job.
  The last time I saw **** was also the last time I saw my riding lawn mower as well as a smaller power mower. I think he took them.
   
  Sincerely,
  
  ***********************

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