ComplaintsforWindowWorks, Inc.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Window Works installed 2 screen doors. Both doors slam shut so hard, I am concerned someone will lose a finger if we are not extremely careful. The way these doors slam and close is unsafe and unacceptable. They have been out a few times to resolve the issue and have *** unable or unwilling to correct the issue. The best outcome is to satisfactory fix the issue. If this can not be done, I want the screen doors removed and to be issued a refund thanks

  

  Business response

  05/17/2022

  ******************** purchased an entry door and storm door on 4/19/2021.
  
  We have had multiple service appointments at Mr. ********* home to address his storm door concerns.
  On all visits we have videos(attached) as well as pictures demonstrating the storm door working as intended.
  
  Our service technicians have communicated to ******************** that the door has a time delay of 10 seconds to completely close behind during the entering and exiting of that door.
  Our manufacturing partner has seen the videos and have also agreed that the door is functioning as intended. Email with communication with Provia is attached 
  
  Below is a list of out past service dates:
  
  8/16/2021
  8/26/2021
  10/27/2021
  1/21/2021
  5/17/2021
  

  Customer response

  05/18/2022

   
  Complaint: 17208525
  
  I am rejecting this response because:

   

  Complaint: 17208525
  
  I am rejecting this response because:
  
  There is no way that the way the door slam is intended, normal, or safe.  The way it slams is a safety issue that could result in serious injury if a hand or finger were to get caught.  The screen doors slams if the front door is open, ajar, or closed.  Window Works sent a repair supervisor to my home.  He indicated that many of the ** consumers have the same issue with this screen door.  He acknowledged the door slams and is a safety issue, but, there is nothing he can do about it. 
  

  The doors install started in July 2021 and was not completed until late fall 2021.  No one from ** was at my house in January 2021 or May 2021.  Someone was at my home 05/17/2022.  Again on that visit, the tech supervisor acknowledged many  ** customers have this issue with this door, that is does close too fast and to hard at the end, is unsafe, and there is nothing he can do.  He added that the manufacturer and ** are aware of the issue and the complaints.  To me, that is an indictment that there is something wrong with my door as well as other consumers.  I need it corrected.  I would never have had this door installed had I known it was unsafe.  I have similar ****** doors installed at properties in ******* and *********.  None slam like this.  This needs to fixed and I need to be made whole .  I am not looking for a refund or a discount.  I just want the door to be safe.  I really do not think I am asking for much 

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

  

  Business response

  06/02/2022

  We have had multiple service appointments at Mr. ********* home to address his storm door concerns.
  On all visits we have videos(attached) as well as pictures demonstrating the storm door working as intended.
  
  Our service technicians have communicated to ******************** that the door has a time delay of 10 seconds to completely close behind during the entering and exiting of that door.
  Our manufacturing partner has seen the videos and have also agreed that the door is functioning as intended. Email with communication with Provia is attached 

  The product was installed per manufactured specifications. 

  Customer response

  06/08/2022

   
  Complaint: 17208525
  
  I am rejecting this response because:  Despite repeated service calls, the screen doors still slam shut and then bounce open.  There is no way this is a factory/manufacturing setting.  These screen doors are just plain awful and this needs to be fixed.  There are countless reports on ****** and all over the internet about the issues with these screens.  The Window Works response is typical. They have their money and do not care.   
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for a window and a door for a current homeowner in September 2021. I was informed in December of 2021 that my order was not ready and they have u til March 12,2022 per the contract. I asked them if it is not completed at that time what would be done? ***** from window works assured me I would received a refund. I spoke with ***** March 16,2022, she was very rude and showed poor customer service. I was referred to the director named **** and at first she was understanding of the miscommunication giving by *****. I informed **** I was no longer interested in the products. She persuaded me that she will take off $163 if I would agree to get the product installed. She told me that both products were not available and they usually do not do partial installs. I asked her when is the based due? She stated I do not pay until the install is complete. On the day of the install, only the door was installed. ******** called me several time la asking for money after I initially paid $2163 before the install. This is bias. I feel that I am being discriminated against. Is the final payment do at the end of the install or not?This company has poor customer service from the front desk to the Regional manager.The contract was further breached because it states that only the owner can place an order for service

  

  Business response

  04/06/2022

  We have contacted the customer and agreed to except her deposit for the cost of installation and material of the door ordered. We will not be installing the window ordered. We have addressed the internal customer service complaint internally. 

  Customer response

  04/07/2022

   
  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. The District manager reached out to me after I was provided poor customer service from the regional manager and provided to cancel out the window install and just make the deposit for the door be applied to the door. She also to take off $165 for my inconvenience. 
  

  I just would like the next customer that comes in contact with this company gets provided great customer service and not treated like an order.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed a contract with Window Works for new siding. They completed in February of 2022. The job was not done correctly. Wavey siding and damage to a brand new drive way that has not been repaired. Looking for repair of driveway or reimbursement for me to have it repaired.

  

  Business response

  04/06/2022

  Windowworks has resolved the installation complaint. Attached is an amendment dated in February stating that we will be repairing the concrete in the spring. We have spoken to the customer and he is going to get an estimate from the concrete company to repair and we will send him the money to pay it. 

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had windows installed by WindowWorks ("WW") in April of 2021. There were a number of issues with the quoting process, installation, product, etc., but the remaining issue involves faulty screens installed on two casement windows measuring ~36"x72".The screens are custom made by WW and are designed to fit in a channel on the inside of the window. During the original installation, the screens were too tight at the top and/or bottom which caused "hourglassing," i.e., there were gaps on the sides where the screen did not expand into the channel. Obviously, this is not acceptable as any gap allows bugs, etc. to get into the home, which largely defeats the purpose of having a screen at all. From speaking with various techs, this is apparently a known/common problem with this newer product.Over the last 11 months since the windows were originally installed, WW has set 10 appoints to resolve this issue. Four of those appointments were cancelled after I made myself available. During each of the 6 appointments where they sent out a technician, they arrived with new screens which each presented the same "hour glassing" issue. Each technician apologized, took pictures and measurements and assured me that they have extensive experience and this would be the last time. Of course, the issue was never resolved.When I asked for a partial refund, WW said that they do not issue refunds but rather, the company has a policy of "trying to make it right." After 11 months and 6 attempts, it has become clear to me that WW is not capable of getting this right. I have rearranged my work schedule, I have rearranged my wife's cancer treatments, I have had to arrange for others to pick up my child from school, etc., all so that WW can keep "trying." I have been inconvenienced beyond what any reasonable recipient of services should ever have to be and I do not accept that I have to continue to allow WW endless opportunities to get this right and to inconvenience me any further.

  

  Business response

  03/22/2022

  **************** was sold on 3/5/2021 and we installed on 4/27/2021.
  
  **************** has had ongoing concerns with 2 window screens out of 16 windows.
  We have placed two separate orders on the screens and have had 5 separate service appointment.
  Window Works has a lifetime warranty on the product and we will not stop until our customers are 100% satisfied.
  
  As of todays date Window Works has come to a mutual resolution with ****************.
  
  

  Customer response

  03/26/2022

   
  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

  01/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My order placement on 7/24/2021. I have yet to have windows installed. I have had 4 appointments 3 of which they verified that they received all material ,then later cancelled at last minute saying all material have not arrived. I have never experienced anything like this before and am not confident in the work to be performed if we can not get order and delivery together. It seems as though I am getting the run around and what ever is said to get me off phone but keep me at bay. It appears I have no choice at this point but to file a complaint with the BBB and seek help with resolving this contract because Window Works continues to default on their agreement costing me time and money. This can not be how you intend to treat customers. What can be done? DO Window Works even care of do you just bait people into a contract and not hold upon your end, knowing that if customer ends based off you lack of committed and follow through they will have to fight to not be charged by you all. It appears this is a money making hoax. An immediate solution is needed.

  

  Business response

  01/27/2022

  **************** order was placed on 7/24/2021, Unfortunately due to the world wide Covid Pandemic our company as well as thousands of other companies across the nation are all experiencing the same challenges and disappointments being caused by the global supply chain meltdown.
  
  Our production Manager *********************** has been in communication with ************** and we have pinpointed the arrival of the product.************** windows are scheduled to arrive no later than 01/24/2022, we have an installation date set of 02/02/2022 weather permitting.
  Window Works sincerely apologizes for the heartache and inconveniences that ************** has endured. In the face of a supply chain break Window Works strives to keep the promises made to our customers and will deliver quality product and a quality installation.
  

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window Works refuse to use proper building code standards to do their window installation s . I paid window works in full for proper installation which should have included some 2 by 4s and some kind of plywood to insure a secure wall separation from the outside and protection against weather seepage and critters of any kind. Please note they only use foam spray in between the wall and window which does not appear to be secure. Please help make them accountable for quality installation of windows after all we are supporting their business!

  

  Business response

  11/19/2021

  Window Works installed Ms. ****** windows on 11/03/2021, the installation was completed per contract and within the national industry standard of window installations.
  Ms. ***** is insisting that the window were improperly installed. Window Works sent out a field inspector on 11/08/2021 to do a complete walk through with her, per his report ALL windows were installed correctly and she has a few request that are not feasible.
  
  On the day that our field inspector was there Ms. ***** was suppose to have a third party inspector since she has an inspector telling her that things are not done right, no one was there.
  Window Works has contacted the Village of ************ Hills to request a final inspection, Window Works is also confident that the installation was done properly that we have  communicated to Ms. ***** that she can also have her own independent inspector there for a second walk-thru.
  
  Window Works has gone way and beyond to assure an exceptional level of customer service and ideal workmanship in the face of a difficult customer to please on the day of install, ********** communicated to Ms. ***** on many occasions that the installers were feeling uncomfortable with her constant approach of a job not well done.
  
  To this day Window Works will be returning on 12/21/2021 to reinstall interior casing since Ms. ***** is not happy with the casing installed on the initial installation as well as replacing flex trim on a shape window. In addition to installing her order per contract, Window Works will be giving her free of charge full screen when she originally signed the contract requesting half screens. This would have been a chargeable add-on that Ms. ***** will be getting free of cost.
  

• Initial Complaint

  10/07/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am filing this complaint because I have unfinished work that was agreed upon in the contract I signed with Window Works. I have reached out to the company via phone and email to no avail. Window Works has failed to fix my awning to the agreed upon standards. There is a gap between the facade of the house and the awning that was not there prior to the repair. Window Works employees came up with a repair solution but have not come out to repair it. Also, the contract provides for a 1% refund for canceled appointments not a result of weather. This occurred at least 3 times that I had to call to find out where the workers were. I cannot get a response from the company and they refuse to respond to my phone calls (voicemails left) and emails. The project has been going on for over a year with many issues, some of which were resolved, but not all. I am seeking a response and wish to have the project to come to a conclusion. Thank you.

  

  Business response

  10/15/2021

  On November 11th 2020 we started a window and door installation at Mr. ******* *** to Covid we were experiencing manufacturing delays which resulted in pushing out the second part of the installation until the spring.
  
  The second part of the project started on 4//7/2021.  The work was all exterior soffit/fascia along with the installation of shutters,unfortunately the shutters were back ordered. For customer satisfaction we ordered MR. ***** a temporary pair of shutters at no cost as a sign of good ********************* his actual shutters arrived.
  
  Mr. ***** has an attached wooden ***** on the front of his home that was installed prior to us starting any work.  When we removed the original soffit and fascia the gaps on the ***** were exposed. We had 3 different service appointments to see how and or if we were able to address his concerns with the gap on the ***** that were already pre existing.
  
  Unfortunately 2 different installers and 2 different service technicians were not able to find a solution that would not cause future problems to the newly installed door. On October 2021 the Director of operations took over Mr. ***** order and explained that other than painting the brick there is no solution for the gaps between the brick and the *****.  To present day Mr. ***** is in agreement that Window Works is not responsible for the construction of the wooden ***** that we did not build.  

  Customer response

  10/20/2021

   
  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

  08/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The companys website reads: On time, on budget, done right the first time. That is not our current experience. We ordered our windows and doors on 4/8. The paperwork we signed stated installation time for they type of windows and doors we ordered would be **** weeks. Yet, our first installation date was planned for 7/27 - more than 15 weeks from order. Two days before the install we were told the windows and doors were further delayed and our install to 8/5. But since we were scheduled for 7/27, I booked other work to be done that week. So the soonest we were able to reschedule after 8/5 was 8/19 - more than 19 weeks from order and not on time. I was assured the install would take just one day, even after questioning it due to the amount of work needed. And yet, here I am on 8/20 with a halfway completed job (again, not on time) and have to wait another week+ for them to finish. Not to mention, the screens on one of my windows are saggy (not done right the first time).

  

  Business response

  09/01/2021

  Mrs. Maschinskiwas installed within 20 weeks from the time of sale. Per the installationContract custom size doors could take up to 12 weeks, custom glass on doorscould take up to 16 weeks (Tempered glass is considered specialty glass).Approximate dates on the contract are all estimated times, not factoring inCovid delays or material shortages that are beyond the control of WindowWorks 

  
  As to usscheduling ************************* for a 1 day installation, when the installersarrived on 8/19 all the windows were installed except for the patio doors, weunderstand that we did not communicate until the next day that the patio doorsrequired a more complex installation type. The installers that did the windowsdid not have the necessary equipment nor expertise to complete the patio doorinstallation since the existing doors were embedded in brick.
  
  On 8/24/2021 wesent our installation manager to do a full and complete walk through and makesure all concerns would be addressed at the next installation date.
  
  We sent outspecialty door installers on Saturday 8/28/2021 since we did not want toinconvenience the Maschinski family with taking another day off work.
  
  As of todays dateeverything has been installed and we have verified with ************************ thateverything has been installed to their satisfaction.
  
  We do have aservice appointment to address condensation concerns on 1 basement window thisSaturday 9/4/2021.
  

  
  

  Customer response

  09/03/2021

   
  Complaint: 15782850
  
  I am rejecting this response because: while the installation is "done" we are now facing extreme levels of condensation on ductwork running below one of the newly installed windows and have had to rip down drywall and manage a waterfall of condensation. And while the company is coming out today to investigate, it does mean this issue is not resolved. So, for the company to say that as of today they have verified with me that everything was installed to our satisfaction is completely incorrect. Additionally, the company states that they notified me the next day that the patio doors required a more complex installation - this is not true. On Friday 8/20, upon speaking with multiple people in customer service, scheduling, etc. it was only communicated that two different crews install doors and windows, and that our door installers either did not show or called in sick, depending on who I spoke with that day. It was not communicated to me that our brick exterior wall was the reason for needing a specialized crew until the following week, when *****, a manager, returned to the office.

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

• Initial Complaint

  08/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have unfinished work that has been verified by the company's inspector. I have had several service calls and multiple cancelations each time an appointment is set to finish the outside window work. The work that was completed by the contracted installers was very messy, caulk in places it should not have been after drying. Like the opening of my windows that I had to pull off by hand in order to get windows open when they were 1st installed. Flashing was also caulked over after told it would be replaced with new flashing. This job has yet to be finished after several months. I have tried working with them before making a complaint. I'm sick of receiving calls from ***** the day before my service to say that the person is sick & can't complete the work. Then wait 2-3weeks for another appointment and it gets canceled again. I have an appointment scheduled for 8/7/21 it was canceled today by text. I want service completed & completed correctly ASAP! I'M SICK OF EXCUSES & MISSING WORK!

  

  Business response

  08/12/2021

  We sent out our servicemanager on August 7th, all her concerns were addressed, she called me onSaturday morning thanking me for ****** and Vova. As of today's date, she iscompletely satisfied.

  Customer response

  08/12/2021

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

• Initial Complaint

  07/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted Window Works for windows and siding, the job was completed in February of 2021 it in July of 2021 and we have siding falling off the house siding separating from the house no tyvec in location of missing siding water leaks and very poor customer service

  

  Business response

  08/09/2021

  Our service manager and senior technician were at their homethis Saturday 8/7/2021.We will be returning on Wednesday the 11th and Thursday the12th 2021, to complete the proper Tyvek wrap as well as install 2siding panels that fell off due to high winds. We will work on this project until the customer is completely satisfied with their siding project. 

*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. ↩