ComplaintsforWindow World of Joliet

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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 response

  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

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/11/21 A contract was signed for new windows to be installed in my home. At the first attempt of install, there were many wrong sashes in which windows had to be fixed. (16 out of 19 windows were not right with grids not lining up). A second install was scheduled in which some were fixed however a third attempt at windows were needed. The third attempt was unsuccessful, however some were fixed. The fourth attempt was absolutely unacceptable. All of the windows that were supposed to be fixed were declined by the manufacturing representative when he was at my home because he deemed them to be unacceptable to install. Now a fifth attempt needs to be made. This has been a total inconvenience with having to stay home for this continued error. Windows have been paid in full minus $1,000. Window world has been very difficult to get ahold of regarding this manner.

  

  Business response

  04/28/2022

  Hello ****,

   

  We sincerely understand your frustration. On behalf of Window World of Joliet, we sincerely apologize for the inconvenience you have been experiencing. We are frustrated as well with our manufacture. We have reached out to our manufacture to see how we can get this handle for you. Please accept our apologise and know that we are doing everything we can to get this corrected for you. 

  Customer response

  05/02/2022

   
  Complaint: 17074942
  
  I am rejecting this response because:
  This is completely unacceptable. I paid good money for a inferior product. My wife has had to stay home 5 times already waiting for a failed install. The personal at window world have been no help. There lack of communication is frustrating and seem to not care about their customers . I even tried to hold my last payment until the product was installed the correct way and instead the owner threatened lawsuits and leans on my house.
  Sincerely,
  
  ***************************

  

  Business response

  05/19/2022

  While not correctly aligned within the glass, all windows were installed and sealed and functioning properly from the initial installation and balance was collected in accordance with the contract terms and conditions, these minor factory defects are being addressed to the best of our ability at this time. 

  We share in the disappointment regarding the grids alignment within the glass of the sashes. Our manufacturer has the obligation to correct the alignment to within standard construction tolerances. They have solved it on most of the windows in the home, however, they still have not achieved it on nearly all windows, while infuriating at this point, for both our business and your time, we remain committed to getting the last ************************************************************************************************************************************************** Iowa, prior to their release to shipping.

  If there was more that could be done than this final step in an attempt to satisfy and achieve a plan for success, we would do it.  We are all disappointed to frequently in recent months and years with the quality and availability in so many aspects of our daily lives and it makes each day a unique challenge at all levels of our business and your daily life.  Returning to 'normal' has presented a mountain of challenges that no one could foresee.  Despite skyrocketing costs and turnover of employees and shortages, we remain active and dedicated to achieve success.  

   

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed a contract with Window World of Joliet on 2-3-21 to have 17 windows and a back door installed. Window world came out on 6-3-21 and 6-4-21 to install products. It was during the install of the back door we noticed the first issue. We then realized the salesperson did not fill out the contract correctly even after us talking extensively about wanting blinds installed in our back sliding door. Due to this issue the wrong door panels were ordered and installed. We ordered the new door panels within a few days with an unexpected added cost. The new panels were brought on October 1, 2021 at that time the installation team brought the wrong item and attempted to install the item telling us that is what we ordered. They then checked the packaging realizing it was the wrong item. We had to ask for the old panels to be installed and waited an hour extra for them to return to install a damaged panel with large gouges in it and door did not close properly. Another panel was ordered and installed Dec.22 2021. The blinds in the door panel were broken. Another door panel was ordered and we asked for the new door panel to be fully inspected prior to delivery. Another new damaged door panel with damaged blinds was installed without being inspected prior to delivery on March 30th 2022. During this ordeal we have reached out to ***** the Franchise owner of Window World of Joliet no less than 25 times to try to resolve issue. Every time we have called the office, he has either been out of the office or out of town. He has talked to us a total of 2 times. Every time we call the staff has used the excuse it is a manufacturing issue and that they will talk to the manufacturer and get us a new door. We have wasted countless hours calling to try to get our door fixed and waiting for the crews to install damaged items. A complaint is also being filed with the ******** *************************

  

  Business response

  04/21/2022

  Mr ***** ************,
  
  
  On behalf of Window World of Joliet, we sincerely apologize for the inconvenience you have been experiencing. We have reviewed your original contract which was signed and we were given a deposit on February 10, 2021. The reason for the review is to see if the option to add blinds in the patio panel was selected. Unfortunately, this option was not selected. The installation was completed on June 3rd, 2021. At that time, a certificate of completion was signed showing only a service of a missing screen to a double hung window. On June 8th, 2021, an amendment was created and signed by you and our salesmen to move forward with the blinds in the patio panel. This is when multiple patio panels were arriving damaged from the manufacturer. We recognize and sincerely apologize on behalf of our manufacturer for those damaged panels, which are out of our control. ***** (the owner) went out Monday April 18th, 2022 to review the latest panel ***** at the time ***** would review the original contract and total. At that meeting, ***** and ************ agreed to order a new patio panel with Blinds.We (Window World of Joliet) will physically inspect the patio panel and we will call ************ to come into our warehouse to inspect the panel before we schedule the install. 

  Customer response

  04/27/2022

   
  Complaint: 16966847
  
  I am rejecting this response because: New door panel is not due to be delivered for another month therefore issue has not been fully resolved.  see attached file with further response.
  
  **************************** and ***********************

  

  Business response

  04/28/2022

  Hello,

  I have talk to ***** personality to resolve. We both agreed on refund and new door panel. On 4/27/22 ***** came in to the showroom, after our conversation I believe all issues have been resolved.Door panel has been ordered. ***** and I  agreed once the panel get here tentative date of 5/31/22, ***** would come to the  warehouse to take look at the panel before scheduling and installing panel. We have no control over manufacture and how soon we get the order. We are checking and keeping in contact with the manufacture. We are doing everything to get this resolved. 

  Customer response

  05/03/2022

   
  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. I will recontact BBB if further issue occurs. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I will also send a copy in the mail with paper work regarding this situation. I wanted to replace 2 windows and a sliding door unit in my home, i went with Window World out of Joliet il. The total cost was $4,368.00, l paid half down and the other half was to be paid on job completion. Order was placed on April 8th 2021, the date of Sept, 3rd 2021 was set up for installation. When they arrived l was told only 1 window and the sliding door unit would be installed and the other window was scheduled to be at there shop Oct, 9th. The garage window was installed with no issues but when the sliding door unit was installed we found a flaw in the glass on the fixed section of the sliding door unit and the sliding screen section had a flaw as well, this was noted on the installation form by the installer of the unit. On Sept, 8th and 9th l received a phone call and a e-mail from ************************* seeking payment for the window and door unit. l told her l would not be making payment until the damaged sections were repaired or replaced and to have owner ************************* call me about this issue in which he did not. Then l received a notice of intent to lien, with no call from *****. I have made 2 attempts to resolve this issue with no response from Window World except for wanting payment before completion. At this point l can no longer trust or believe what he says, he has made no effort to call me to resolve this issue. l offered to pay the $1644.00 if he would sign a Estimated Completion Date in which he would not do, That offer is not offered anymore! to me he has voided the contract and l no longer want him to continue and need some type of guidance from this point on how to resolve this issue.Like l said l will be mailing copies of my attempts to resolve this issue to no avail, as soon as i receive my complaint file number after filing this complaint..Thank You ***************************** ***************** ****** ** ************

  

  Business response

  01/20/2022

  Product was installed and completed but had a minor factory defect to be remade and quickly replaced without reinstallation.

   

  Customer was not willing to follow the terms of the contract related to these situations. We have ordered the replacement item he needs however, we will not provide until payment made as required in the contract.  He was rude and discourteous when we referred to making the required final payment and refused to tender any payment at all.

  If substantial payment is not received by the end of the month, we will proceed with all remedies available in line with the contract terms and usual and customary business practices.  While it is not our desired path, we have unfortunately found, even in this difficult pandemic, that customers who take this approach have breached the trust of our business relationship.  We sincerely, hope this is not the case and we can receive the payment and replace the defective piece to move the customer to satisfied.

   

  Respectfully, 

  *****

  Window World of Joliet

  Customer response

  01/24/2022

   
  Complaint: 16480113
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** Cheshareck    

   

        I have made two attempts to resolve this issue with no reply from the owner except threats of a lien on my property and demanding payment for installation of sliding door that has damaged sections, l am not paying for installation of door that still is not complete. He has chosen this path not me, for being the owner of the business at hand he has made no attempt to resolve this issue except threats. l have sent supporting documents to the BBB to show that l have tried to resolve this issue. The final payment will be paid on job completion.  Supporting documents were mailed on January the 18th. The lack of any type of communication besides threats is highly unprofessional for the owner, which l can no longer trust.

  

  Business response

  02/09/2022

  Unfortunately, while we understand their frustration with a glass defect, it is in no way a reflection of the product installation or the safety and security of our work to provide the final contracted products as offered. It is the obligation of the client to pay the **** and our commitment and assurance to provide, a replacement glass as a service from the factory. While we value the customer, this is the process and has no bearing on the completion of the installation. 
  examples; a scratch on your car will not stop your payment from being collected for the vehicle you purchased nor a small stain on the furntitue you financed nor a broken door on a refrigerator you took delivery on. We are a small business doing good work under the terms of our agreement and not an arbitrary after the installation decision. 

  Customer response

  02/10/2022

   
  Complaint: 16480113
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

   

      I do not agree with Window Worlds last response, I stand behind my decision of not making payment until my satisfaction

  and completion of installation of sliding door. I have provided attempts to resolve this issue and supporting documents with no

  response from Window World. If he does not stand behind the product that he sells is not my fault he should be looking at the 

  company that supplied him with the damaged goods. His response of providing the new glass section without the re-installation

  is totally not acceptable. He made no attempt on his behalf from the very first that the damage was noticed, That is why I no 

  trust Window World and the owner.

   

   

     *****************************

  

  Business response

  02/27/2022

  This contract was created by Window World Corporate, the contract requires both of us to adhere to the terms. Without payment of any kind, you breached the terms in whole and we will proceed legally which includes all costs of recovery and damages above the contract amount as defined in those terms. Our attorneys will proceed accordingly. 
  
  

  Customer response

  02/28/2022

   
  Complaint: 16480113
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

   

      I thought we had made progress on your e-mail on Feb, 21st, l guess l was wrong. If anyone has breached the contract it would be window world of Joliet, l have

   been waiting for almost 10months for my bathroom window and now 6 months for the bad section of the sliding door unit and screen door to be repaired and 

   installed and according to window world they still dont have these items.

       We can keep on going back and forth about the remaining payment but that will not happen until work is complete. l will be happy to make payment of $2,184.00

   on job completion.

   

    *****************************

  Customer response

  03/18/2022

   
  Complaint: 16480113
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

   

        As l stated before l will pay the $1644.00 for the installation of the sliding door unit, in which would complete cost and installation 

  of the sliding door unit at that time sliding door unit will be covered under Window World warranty for damaged sections. All l need then would be a 

  Estimated Time of Completion by Window World of Joliet signed by company president.

   

    Warranty for

   

          Insulated glass unit warranty

          and 

          Labor warranty

  

  Business response

  03/31/2022

  We have received partial payment and will proceed with scheduling Installation of the replacement glass panel and remaining window. 

  Customer response

  03/31/2022

   
  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

  07/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Waited over 6 months for our patio door. Halfway with installation, we noticed multiple issues with it. (grids were not even by the naked eye. Inside seals were not complete, grids did not connects and then later our siding not put back properly) The installer totally agreed and called the company and blamed it on the manufacture and said they need to get us a new door. 1st , they raved at the sales pitch they used the best manufacture. 2nd, they obviously didn't inspect the door prior to installation. They finished what they needed and 15 min later they called demanding the remaining balance and told us they would not order us a new door until we give them more $. Not once did anyone apologize for the inconvenience.The following day, Brian, the owner called, not apologetic but throws out some kind of derogatory statement about 2 Mexicans on a battlefield. Demanding money and very rude. Said he won't get us a new door unless we pay but the job/door was not what we agreed upon.

*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. ↩