ComplaintsforWindowWorks, Inc.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Entire household of windows replaced Summer of 2021 with lifetime warranty on the bulk of the transaction. Smaller items had warranty for 5 years (for example). I've had 3 warranty conversations since the summer of 2022 that went well attended to/solved. March of '24, warranty service call inquired and I'm advised that as of December 2021, the company changed hands and the past warranties were not purchased essentially voiding all current warranties. My lifetime warranty is essentially reduced to 3 years and zero notification was sent. I was provided a mailing address only to an individual who apparently was the previous owner as a means of dealing with warranty requests.

  

  Business response

  03/28/2024

  We are not the current holder of customers warranty. We provided the customer with the contact information for the entity/person legally responsible for performing the warranty work.   As a one-time courtesy to the customer, we offered to perform this warranty work while waiving our standard fee charged--even though this warranty work is not our responsibility. Yet, the customer refused our offer.
  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased windows, doors and a roof from window works and there was a warranty on the work and materials. Now that there has been a few issues with a comprised back patio door and leaks from the roof they have been bought out and the warranty was not purchased during the buyout because the work was done by a subsidiary company and not window works. We hired window works not the sub contractors.

  

  Business response

  02/02/2024

  The purchase agreement between **** Home and Window Works did not include this specific contract or its warranties. This installation was completed on 1/3/2021, **** Home acquired Window Works on 12/8/2021 therefore the burden of this service is not under the ********* of **** Home. 

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/7/2023 I hired Window Works to install a new Bay Window and a regular window over my sink in my kitchen. On 11/8/2023 the installers arrived to install the windows, that's when everything went wrong, I ordered a ********************* finish instead I got a combination of a Oakwood and ********************* Finish which looks awful. the size of the window frame was all wrong. They didn't complete install of the window trim. I've got screws showing on the Bay Window and an actual s**** that's broken off showing on the smaller window. The seams of the frame didn't lineup on either window which caused the installers to use excessive amounts of caulking which makes the appearance of the windows look as though they were installed by amateur's and for whatever reason when something needed to be corrected the installers just resorted to using caulking as a fix all. thereby leaving lots of caulking to be visible . I have spoken with numerous people at Window Works promising these problems would be corrected, **** the sales person came out to look at and take pictures of the windows and while he was out he tried to show me how to open the Bay window using the hand crank which broke while he was demonstrating how to use it and I've also had **** the Install Project Manager out to inspect the problem at which time he stated that he would advocate to get the small window completely replaced as it was completely wrong. He also stated he would advocate to get the Bay Window replaced as well because of the poor workmanship. As of today's date 12-18-23 nothing has been done. Thanksgiving has past and Christmas is next week, this is the time of year when you have family gatherings and you would like for your home to look its best, however, I have newspapers and sheets covering my kitchen windows and have incurred a bill totaling $10,880. Please Help, I just want Window Works to live up to their end of the agreement and complete the work as agreed as I feel I have been very patient.

  

  Business response

  01/19/2024

  WindowWorks is reviewing entire job and services and will reach out to the customer by Monday. 

  

  Business response

  01/22/2024

  The outstanding material is due to our warehouse on 1/31.  Once the material has been received, we will contact the customer to schedule service to resolve all issues. We apologize for the delay.

   

  Thank you,

   

  *******

• Initial Complaint

  02/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  10/2020 requested 5 windows double hung **** average window. Quoted **** total which was including 60 percent off labor. Labor per window usually runs 300 per window. So a savings of 540. It was price gouging so I declined. So a promotion comes in 2o21 buy one get one window half off. They send out a pesron to do quote and attempts to charge 11K for the same 5 windows. I ask if windows are buy one get one free price should have been **** plus the adding back of labor discount I wouldn't recieve so price should be **** for all 5 windows but again they attempted to price ***** and not honor the add which I'd false advertising. 2023 WW offers buy one window get next window for 1 cent. So ask for consultation get a quote for 13K. I said how could buy one get one for a cent equal 13k. That would make each window 4K. I then proceeded to show the salemans the quote I had in writing that showed 5 windows for ****. He stated that the add doesn't work like that and I said you are false advertising because the ad clearly states buy one window get one for a *****. So they are trying to ***** me and are false advertising. My home has their windows installed and these are the last 5 of the project and they are trying to overcharge and not honor their ads. They were good when I first used them but now they are horrible and shady. I would like them brought to the *** and answer this complaint and get my windows installed for the **** that would be what the 1 cent add would have amounted too

  

  Business response

  02/14/2023

  In 2020 **************** asked WindowWorks to provide an estimate for windows. We gave him the best price possible at that time and he declined to place an order with WindowWorks. He has recently had us back out with ideas that he should be able to dictate our prices and promotions based on price quotes from years prior and applying current promotions. Since Covid 19, building materials such as vinyl compounds, glass, various hardware, installation materials, and labor have gone up more than 100% in many cases and nearly 100% in many others. The fact that **************** declined to do business a few years ago in no way affects 2023 installed pricing. The lowest price that **************** should have been given as a new customer in February of 2023, is $7,082.10. Because of his past relationship he was given a price of $6000.00 representing an additional discount of $1,082.10. **************** has some notion that he should be able to dictate the price and that is simply is not the case for any customer in any situation except when one bids on ***** If **************** feels the WindowWorks price is unfair, I invite him to get a quote from Lowes and ********** who advertises low low prices every day. Recent clients who have priced Lowes and ********** have found their basic ********** window to be over $1000 per window installed with their current promotions applied. There is no comparison between the WindowWorks premium window and the basic vinyl windows being offered at ********** and Lowes. As such, the WindowWorks product usually does cost more than ********** and Lowes. We have offered **************** a premium window with an optioned woodgrain interior that he requested at about the same price that ********** and Lowes would charge for an entry level window. There are hundreds of window companies in the Chicagoland market place. **************** is encouraged to shop many of them and determine that the prices he is requesting is not a possibility. And with regard to price gauging, I encourage *************** to get a quote from Renewal by ******** a company held in high regard, who also offers a premium window, currently on sale for about $2,400 each window installed. 

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had 18 new windows installed on 8/1/22 and during this cold weather, I find that the windows had frost on the inside. The windows are still producing cold air in the house and the windows look nice but they are horrible as far as keeping out the cold weather.The windows I have the biggest problem with are the Livingroom and 1 bedroom. I called and left a message during the holiday and have yet to get a response.

  

  Business response

  01/09/2023

  The windows we installed are incredibly air tight as tested by a third party industry certified laboratory. It is possible during temps well below zero that some frost can occur. No window made can guarantee zero frost regardless of the weather and no window manufacturer in the US or ****** makes that guarantee. The sensation of cold air from a window is a tricky thing under extreme temperatures. The glass will certainly be cold and air that circulates against the glass will be cooled and can feel cold under those extreme conditions. This is easily confused with assuming the windows are leaking cold air. Since hot air is much lighter than cold air it is always rising. And at the same time cold air being much heavier than hot air is always falling, so people are much more sensitive to it. During the extreme temperatures unusual things do happen but they are rare and only happen during extreme weather. With all of that said we will have a senior tech come out and inspect the windows and the installation. If any problems are discovered we will take every available action to remedy the problem.  ******************* COO

  Customer response

  01/12/2023

   
  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

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  If I could give My Window Works zero stars, I would. Dealing with this company has been nothing but a headache since day one. I should have listened to my gut and gone with a different company. However, I decided against it and went with them. Their sales team lied to me. They promised to beat other companies' quotes, but they refused when I provided them with the other ones. They lie by guaranteeing they do not hire contractors and train all their installers in-house. A white box truck with a magnetic "My Window Works" logo on the side of their door. They even told me they were contractors when I asked. The installers damaged my walls in numerous spots. It wasn't ************; it was severely gouged due to negligence. When I spoke to the office for them to fix it, they initially refused until I threatened to **** Numerous service techs came to my house to resolve issues; cracked glass, sliding door adjustment, etc. However, with the cold wind blowing today, almost ALL of the windows and sliding door have a strong draft. The old builder-grade windows were better than this. On 12/12/22, they will have the service manager come to my house to assess the draft issues, but with their current track record, I am not too confident they will resolve these issues. My Window Works records all conversations without notifying the caller and obtaining consent.

  

  Business response

  12/01/2022

  My staff has been instructed to take every step necessary to insure the ordered products are performing as promised. My staff will take care of any damage to walls to include sanding and priming. If the customer has matching paint we will even do touch up paint. Our goal is simple, put the past mistakes in the past and take care of this customer. We want a 100% satisfied customer. 

   

  When people call into WindowWorks there is always a message that all calls are recorded for quality control purposes.

  Customer response

  12/09/2022

  Complaint:18484852
  
  I am rejecting this response because:
  
  The problem is the Quality Control where the parts are manufactured. Your service manager agreed on that due to the warping of the sliding panel on the sliding door structure, which failed a smoke test proving the extreme air leakage on the door. The seals on the windows were not cut to size, and there is a total of 1 of materials missing causing drafts on all the windows. Had the Q.C inspector(s) performed their due diligence, many of the complaints, including mine, on BBB and social media sites would not exist.

  I had to argue to the ********************* Manager and her staff that the damage to the walls were caused by negligence, and initially, Window Works refused to repair the damages. It came to my attention that Window Works will not fix customer damages going forward they changed their policy.  

  Yes,when customers call Window Works, there is an automated message explaining the calls are being recorded. However, as I have stated to the ********************* Manager and the customer service representatives, when ********************** calls the customers, they do NOT notify the customer the call is being recorded.

  ******** recording law stipulates that it is a two-party consent state. In ********, it is a criminal offense to use any device to record communications, whether they are wire, oral or electronic, without the consent of everyone taking part in the communication. 720 Ill. Compiled Stat. 5/14-2(a)(1). This means that in ********, you are not legally allowed to record a conversation you are taking part in unless all parties agree to be recorded. When the customer is in the privacy of their own home, unless they are specifically told the conversation is being recorded, the customer is unaware. ********************** cannot assume that the customer knows the call is being recorded when the customer calls ********************** unless they are notified from the beginning of the call. 

  

  Business response

  12/13/2022

  We have ordered what is needed to service the windows and patio door. We are committed to resolving each and every concern that ************** has mentioned. He is fully covered by the product warranty and by the labor warranty. We have had corresponded with ************** and I believe that he is aware that we are going to take care of each item. 

  Customer response

  12/17/2022

   
  Complaint: 18484852

  
  WindowWorks and I have an installation date for the replacement parts for my windows and sliding door for 01/09/2023. As for the other issues, we are still in the process of resolving them. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window Works installed 19 windows, 1 patio door and 1 main entrance door and storm door in our home on 9/2/2022. The installation was not completed per contract and they had to return, the entrance door and storm door are damaged. They have sent me in writing that it would be replaced, they call and schedule to come replace it and then no call no show when it comes time to get it done. When I call them to ask why, someone on the phone says, sorry they forgot to put it in the system no someone will call you back. This is terrible, dry bad business practice, terrible customer service and they lied about the satisfaction guarantee and up until now, they have not followed through on the warranty issue. I have asked several times about a few of the windows that are crafty after the install, they were supposed to come out today, 11/10/22 to replace the door, after I was nice enough to let them schedule it at the same time they were coming out to replace the screens and no one has showed. I called and got the same excuse, wasnt put in the system. Wish i would have never hired this company and would not recommend them to anyone.

  

  Business response

  11/11/2022

  I will have my staff investigate this morning. Our calls are recorded so I will check into the calls made and received. We will organize a successful resolution for the customer as quickly as I have all the facts.  

• Initial Complaint

  07/29/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  September 27, 2021 I signed a contractual agreement and paid $47,036 in order to get new windows installed. However, after the company came and finished the installation, I realized that not all the windows were completed. I have some taller windows were the top half is a half circle. And although it was a part of the contract for the entire window to be newly installed, and cap the top arch but it was not. I have contacted the company multiple times and they told my they cant do it. They keep transferred me from person to person and promised a return call. I never received a return call and I have continued to try and get a response with no success.

  

  Business response

  08/04/2022

  Window Works completed Mr. ****** installation on 3/1/2022.
  
  Window Works understands that there were existing 9 shape windows listed on the contract to be capped at the time of installation.
  However there was a misunderstanding at the time of sale and we were not able to cap the 9 half round windows due to them being new construction windows which makes it impossible to do so.
  
  Below have been the steps taken by Window Works to help ************* find a resolution to his concerns:
  
  We have sent out 2 different sets of our best installers to see if the capping could be done (They were not able to do so)
  On 4/25/2022 we sent out our service manager along with our senior technician to try and find a way to complete (Once again we were not successful)
  On 6/29/2022 we ordered customized brick molding to experiment on 1 window to see if option would work (once again it did not)
  
  We have offered the following options in the past to ************* which he has rejected:
  
  We send our painter out at no additional cost to him and he will be able to wood putty and paint all half rounds
  We sell him replacement half round at a discounted price
  We refund $1650 for the capping that was not provided
  
  During our conversations with ************** after his BBB compliant he did communicate to the production manager that he has called multiple companies and as of todays date has not found a third party contractor that has been able to cap those windows.
  He has provided a quote from a different window company that totaled to $11,594.00 however that is for replacement windows and not for capping of the half round windows.
  
  We have offered to replace the 9 shape windows for $5,000 (very discounted price) within 24 to 26 weeks. He has not signed an agreement tot his offer but the offer still stands. 
  
  
  

• Initial Complaint

  07/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Work completed by window works 3/3/21 which included 18 windows and siding with tyvec protection for the entire home for the price of $37100. During the installation we noticed that the installers werent applying the tyvec. We raised this issue with them and was told that that wasnt needed in *******, which we later found out it was. Since the completion on the job in 3/21 weve had numerous issues with the siding including siding falling off the house improperly installed siding and areas of the home where there was no tyvec. The company sets up appointments to rectify the problem then the day of the reinstallation theyll call 1/2 hour before the appointment time and reschedule. We take the time off for work to be home. This has happened numerous times at least 4. The work is still not completed as of 7/8/22 with the last appointment being canceled once again

  

  Business response

  07/14/2022

  On 8/7/2021 ************** notified us that siding was becoming lose and some areas were exposed without Tyvek wrap.
  We sent our service team on 8/11/2021 to remove siding from different areas of the home with the homeowner present to see what areas were missing.
  
  A couple of different areas were discovered missing Tyvek wrap, Window Works sent out the service team on 8/11/2021 to correct those areas.
  
  On 5/11/2022 ************** called back saying that a siding panel fell off from the roof line on the home once again exposing missing Tyvek near the roofline.
  We had to order materials to perform this service. Due to nationwide material shortages it took a little longer to receive the needed materials.
  We scheduled the service for 7/8/2022, unfortunately  we did have to cancel that days service due to high winds and rain. (Our technicians would have to be up on 40ft ladders to perform this service)
  
  As a company we would love to not have to cancel any appointments, however the safety of our installers and technicians our priority. All appointment are specified as weather permitting.
  We have ************** scheduled for 8/23/2022, this service will require 4 men to complete this service. We will be out on 8/23/2022 to bring this to a completion, that is the soonest date that we can arrange the sufficient man power to get this service done.
  
  Window Works understands that ************** has been inconvenienced due to the cancelled appointment on 7/08/2022, production manager *********************** offered ************** a $150.00 dinner card or a refund check  for that same day cancellation. He did opt for the check. Window Works has stood by the warranty that was promised at the time of sale and will continue to stand behind it for the duration that the ****** family resides in the home.

  Customer response

  07/18/2022

   
  Complaint: 17538549
  
  I am rejecting this response because:We ( my wife and myself)

  work full time jods and schedule the days off that are given by window works only to have them cancel an half hour before their appointment time. This is not the first time that weve had this happen we understand weather permitting but there was no rain the day of this appointment  the tyvec was paid for in the beginning of this Job and for whatever reason it wasnt applied is not acceptable. Not only was this false advertisement but not it is eating away at our personal time as well as our work schedules. The cost of the tyvec was more then the $150 offered as well as the loss of wages due to is having to be home when their workers are here.  

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

  

  Business response

  07/27/2022

  We spoke to the homeowner and explained that we can come out on a Saturday to ensure that they do not have to take time off of work. The first Saturday we can come out is August 13th and the homeowner has agreed to let us come out that day to resolve the issue. He mentioned that he will reject this response as resolved. We can not resolve the issue until we come back out on the 13th of August. 

  Customer response

  07/28/2022

   
  Complaint: 17538549
  
  I am rejecting this response because: there have been numerous dates set for the completion of this project and numerous cancellations, i cannot agree to this until they are here and the job is completed. Unfortunately their word doesnt carry much when theyve canceled and on short notice 
  
  Sincerely,
  
  ***************************

  

  Business response

  08/04/2022

  We will be out to the consumers house on August 13th to complete the work. This is the first Saturday we are able to complete the work. The only reason we will not be out that day is if weather is not conducive to completing the work.  If the weather is not conducive to complete the work we will offer the next day the consumers wishes WindowWorks to be out to complete the work. 

  Customer response

  08/05/2022

   
  Complaint: 17538549
  
  I am rejecting this response because:
  The last scheduled date we were told that the weather was not permitting them to do said work however our location was fine we had no rain nor was there and wind conditions. 
  Sincerely,
  
  ***************************

  

  Business response

  08/19/2022

  We were out on Saturday August 13th to fix all of Mr. ****** concerns.
  We sent out our installation team as well as our service manager to assure proper completion of the service.
  Production Manager *********************** spoke to ************** yesterday and has verified that the work was performed to his satisfaction.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract signed with Window Works on 1/14/22 with Sales rep- **************************** for 9 windows and front doorway. Total $15500- $1000 deposit paid on 1/14/22. I went with the companys financing option- 12 months, no interest, which begins after installation is complete. **** provided a mock-up of the front entryway (showing the door k*** on the right side when looking at it from the outside). He drafted a technical contract stating right hand in swing, and showed me the mock-up of what this means- door k*** on the right from the viewpoint of the exterior of the home. 1/17/22- 3 days after the contract was signed, **** provided a 2nd mock-up of what I was expecting (door with k*** on the right side) and a mock-up of double doors (as I was thinking of changing the layout). Ultimately we stuck with the original design. 5/14/22- windows and door are installed. The door is installed with the door k*** on the left side (from viewpoint of the exterior of the home). Im told from customer service that it is manufactured per contract - right hand in swing means the door k*** is on the left side. Ive gone back and forth for 1.5 weeks with ***** (Production Manager) and then with *********************** (Director of Production). First Im told everything is per the contract that I signed and mock-*** dont mean anything. Then Im told I need to pay an additional $2250 to get this corrected. Finally, Im told they will correct the doorway as there is a clear mistake btwn what the sales rep provided in the mock-up on 2 occasions and what he drafted in the technical contract, but they require I make payments for the remainder balance in my contract. I offered to begin making payments toward the windows (per the 12 month, no interest financing option) as those were installed as expected. And I offered to begin making payments toward the doorway once its corrected and installed (I did not get an ETA on when that would be).

  

  Business response

  06/06/2022

  Our attorney has attached a response 

*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. ↩