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:10/09/2024

  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.

  I have uploaded supporting documents and I have uploaded a copy of the contract. I have been lied too, gas lighting by the Project manager and have not received an appropriate response. I have contacted the finance department which is **************** which is saying the dispute is now resolved but I have yet to be contacted by the company to make these adjustment and I do not think they are going to do anything at this point. I have been lied to by the customer ****************** and according to the contract did not received what I ordered. 

  

  Business Response

  Date: 10/18/2024

  Please see attached summary of communication.  We are acting in good faith to amicably resolve the customers concerns. The door in the back of the home is as ordered on her signed contract. We have given options to change the sill color and have a confirmed appt later this month that she scheduled for that to take place. 

  If there is further information or concern, we are not aware of them.

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22402778
  
  I am rejecting this response because: They continue to tell me this is the way this rear door lock operates.  I have never know a turn key lock especially for an exterior door not to lock from the inside.  I was not given any information by the sales representative that this is the way the lock would operate, and nowhere is this listed on our contract. 

  
  Sincerely,
  
  **** *****-*****

  

  Business Response

  Date: 10/29/2024

  Please forward a picture of the lock in question and highlight your concern. Please note, only commercial doors are provided with keyed deadbolts on both sides, residential code requires a thumb turn deadbolt on the interior. If the desire is for an interior twist turn lock for the handle, please contact ****, immediately at ************ today before we come tomorrow.

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22402778
  
  I am rejecting this response because: I have gone to lock industry specialist who confirm that a turnkey lock for an exterior does not normally operate the way window world is saying it does.  I am not denying that I signed the contract which is the companies response for the faulty lock.    If their lock does not operate industry norm, it is window worlds responsibility to outline this in their contract.  Their sales personnel should have explained this to me prior to signing.  I will be purchasing my own lock and I would like the company to come and install the lock.  It is my understanding,  if I was to have  a third party install it would void the warranty.  Furthermore I would like the cost of this lock to be deducted from the cost of the exterior rear door and a additional amount for the trouble, time and gaslighting I endured for the companies customer service **** and the project manager. 

   

  
  Kindest Regards,

   

  
  
  **** *****-*****

• Initial Complaint

  Date:01/03/2024

  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.

  On 7/24/2023 I had windows installed for my home and garage when the installers came out they noticed they garage window was the incorrect size. After calling the office the said they could make it fit and i wouldn't know the difference. A few weeks passed by and I noticed the window was not flush to the siding as the rest of the windows it was sticking out about a half an inch. I called Window World and they sent **** out after a long discussion he agreed that it was the wrong size and that he would or a new window and install it free of charge and it would be a few weeks. After waiting 5 weeks I decided to call and found out the window had never been ordered after getting the run around **** called and said that he was ****'s boss and that **** isn't authorized to order windows and he would have to come out and inspect the window. **** came out and said they don't make windows that size and that I would have to live with it. After telling him that was not an option and that I would like his bosses he refused and left a few minutes later I received a text from stating that he was going to talk with the owner about options and I would get a call back no later than 11am on 12/17/2023 no call no text I left messages still no reply. I feel that I have been getting a total run around and that I should get new window with the correct size or refund the money for the window. Sincerely ***************************

  

  Business Response

  Date: 01/04/2024

  Good afternoon. We have received this communication and will gather the details form all you have had contact with regarding the situation you are describing. 
  

  we are all interested in good work.  I am available to visit you on 1/15 or after if needed, however I will gather responses from  the team beforehand to understand what didnt go as you had planned. 

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21091508
  
  I am rejecting this response because:Your team has been out to my house two times and they are aware of the problem they promised a new window and that is what I expect.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/16/2024

  ******************,

  I would like to visit with you personally and make arrangements to address your concerns after having the opportunity to review the work that was completed. I am sure we will be able to work this out properly. You can reach me at your convenience at ************. If I am not available when you call. As I understand there is a significant lack of understanding on the window placement and finish execution in your garage. I believe a brief meeting with you will allow you and I to understand your goal and make a plan to meet your needs and expectation.

   

  Sincerely,

  *****

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21091508
  
  I am rejecting this response because:
  Your team has already been out here twice and they know the window was installed incorrectly and they have the correct measurements and they promised a new window. It seems to me that your team just wants to keep kicking the can down the road. Im not trying to be difficult but again I was promised a new window that would fit properly. Sincerely *********************
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 01/23/2024

  I had a total of 15 windows installed 2 of which are in the garage are sticking out over a 1/2 inch from the house. Window World has had 2 people already come out to my house and take measurements and pictures. **** who was the first person out promised me he would order a new window with the correct measurements and would be there in five weeks that was in October. When I found out they did not order the window six weeks later **** came out and said he would talk to his boss again no reply and now ***** wants to come out sounds like theyre are giving me the runaround.All I want is a new window that fits properly or a refund as promised. Please no more runaround 

• Initial Complaint

  Date:06/09/2022

  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.

  September 30, 2021 Emailed the owner about receding caulk from a patio window that was installed and under lifetime warranty and has been leaking causing damage to my home. I believe it could be due to the caulk that I noticed receding and has significant unsealed exposure to possible rain leakage. I informed the owner of this, and he refuses to remove the receding caulk to put clean new caulk and create a proper seal. I informed him that I wish to have the receding caulk removed to assure that the new caulk would create and proper seal. I do not know if the receding caulk is causing the leak. Just noticed it has receded and was not even a year old from install. I now have mold growing in my basement from this leak and is making me ill. ****************** company came out to diagnose where the water source is coming from, and they informed it is coming from the new patio door. "************************* <***********************************************************>Oct 1, 2021, 10:19 AM to me We will have the installer return 10/25 sometime that day to re-caulk. We will clean off the surface of the existing caulk, not remove it, and reapply the proper width and thickness of the bead. This work is going to be done our way and correctly for several reasons, first, it's not silicone, old, weathered or decayed. Secondly, we reviewed the process after your statement about cleaning out all caulk first, with our manufacturers rep on process to ensure we get a solid bond for you. Finally, so you know, the reason there is a problem is that our installer laid a bead too narrow and thin on that line and it couldn't bridge the expansion and contraction as such. We will take care of this."I told ***** I prefer the caulk be removed to reapply and never heard back from him..."********************************* <*********************>Oct 1, 2021, 12:21 PM to ***** I am not satisfied with applying caulk over receding caulk... How is this the proper way to do this? Seems to be the easy way - I agree but not proper."

  

  Business Response

  Date: 06/16/2022

  We want Customer asked for us to address a defect in the caulk joint at sill along a bottom corner. There was no discussion of water infiltration or other issue at that time. They demanded installer remove caulk and reapply versus our re-application, directing our work. That exchange happened in October of 2021 and was not resolved with her at that time. We apologize there was no resolution and the customer did not make any further attempts to contact following that email. 

  The next contact made was within a day of this complaint and by multiple calls to office and the cell phone of the owner demanding action by the customer for water damage she said she is experiencing. We take these matters seriously. While there had been no contact for 8 months, we agreed to come and address the caulk joint within days of this contact.  She had her home reviewed by US waterproofing service and they told her our door was the 'source' of her issues. We maintain the source is not he leak but if she has a leak it is related, most likely, to water not draining away from the home. There should be positive drainage away from her foundation in all directions and that is unrelated to our door system. Doors are not meant to be water tight so drainage away from any opening is imperative.

  Following many communications with the customer, we agreed we would remove and reinstall her door for peace of mind, however, she needs to ensure grading and water in the future are kept away from the threshold. She has insisted the issue was urgent, now, we offered to help last week, she postponed a full week and then 6/14, by text, canceled and rescheduled in July at a date unclear to perform this work. We are eager to assist and resolve.

  We have maintained and encouraged her to protect her health an to correct this as soon as she permits us to improve what we are able to.

  Customer Answer

  Date: 06/17/2022

   
  Complaint: 17340066
  
  I am rejecting this response because:

  Regarding the email eight months earlier. I expressed my disapproval of applying caulk over the receding caulk that was applied in the winter install and wished to have the reapplication done properly. Since that email from last year that ***** never responded to inform me of rather or not his company would do this simple task properly. I assumed with his lack of response meant I was on my own to figure it out. And I have, I discovered this poorly way to handle my simple request is the reason I am getting a significant amount of water coming into my basement with rain fall. As soon as the discover of my water source I notified ***** the owner and yes, he agreed to now reinstall my door. The reason for my trying to schedule this reinstall for early July is so that the mold remediation company can work with the reinstall to treat the contaminated area around and inside the door placement. Still waiting back from ***** if July 6&7th is possible for this reinstalment. I am single women and mom and was depending on Window World to install a job well done. Not to leave repairs to a newly installed door for me to figure out. $2600 should have been worth outstanding service. I have been so stressed out trying to figure this out on my own... mold is serious y'all. I have mold from this patio door.

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

  

  Business Response

  Date: 07/07/2022

  We agreed to assist and reinstall in an effort to help mitigate the her issues.

   That work had been scheduled on two earlier dates and postponed by the customer. The work is to be completed today, again, reasons for water appear to be related to outside grades that should be lower than their threshold and pitch away from the foundations and threshold in all directions.