Complaints

This profile includes complaints for Window World of Western Massachusetts, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Window World of Western Massachusetts, Inc.

  20 Daniel Shays Hwy Belchertown, MA 01007-9882

  
• 

  Window World of Western Massachusetts, Inc.

  975 North Rd Westfield, MA 01085

  
• 

  Window World of Western Massachusetts, Inc.

  10 Center St Adams, MA 01220-2332

  

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:07/16/2025

  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.

  1. Incorrect Garage Doors Installed At the time of contract signing, we were provided a picture of the final garage doors to be installed. Within one day of the siding work being completed, we contacted your office to report that the wrong doors had been installed. Your team responded by claiming that we had changed our minds during the quoting process, which is categorically untrue. Despite our immediate notification, Window World has refused to correct the error. Failure to Reimburse for Unused Materials 2. As part of the original scope, siding was not installed on the porch, resulting in excess materials. We were told that we would be reimbursed for these unused materials. However, Window World later refused reimbursement, stating that the cost of adding inexpensive soffit material to the porch ceiling was equivalent to the unused siding. This justification is not only inaccurate but also unsupported by industry standards.Siding Defect and Release of Liability 3. Within the first year after installation, a section of siding began waving off the house. Window World claimed this was due to heat reflection from our gazebo roof. This explanation is inaccurate, as the gazebo roof does not reflect sunlight onto that area and is made of non-reflective brown metal. After consulting with a siding manufacturer, Window World agreed to replace the affected siding. However, they are now requiring us to sign a release of liability that would prevent us from pursuing any future claims related to the original contract. This is unacceptable, especially given the unresolved issues and the questionable cause of the defect.

  

  Business Response

  Date: 08/07/2025

  Window World stepped in to assist this homeowner with resolving a waving siding issue on the back of their garage. After inspection by Window World, it was determined the siding is waving due to heat reflection from a nearby metal gazebo and/or hot tub. There is no waving siding elsewhere on the home.

  As a courtesy, Window World contacted the manufacturer to inspect and met them at the home. The manufacturer drew the same conclusion, the siding is installed properly. The siding is waving in this area as a result of heat reflection.

  Due to Window Worlds relationship with the manufacturer, as a one-time good faith gesture, the manufacturer offered to provide the siding material to replace this portion at no charge, and Window World agreed to replace said siding at no charge to the homeowner. Since this was a one-time good faith gesture, the manufacturer requested Window World obtain a release from the homeowner to release liability for any further claims for waving siding in this area of the home, as it is expected that this issue will arise again due to the gazebo.

  Window World provided a General Release to the homeowner for signature, which the homeowner refused to sign. The homeowner stated they understood the purpose of the release but did not want to sign it with the current language. Window World requested the homeowner to provide release language that would be acceptable to them. The homeowner never responded and instead filed this complaint.

  The homeowner has made inaccurate claims against Window World to disparage our reputation and is refusing to take accountability for the damage. Window World is acting in good faith and providing a courtesy to the homeowner by obtaining free materials from the manufacturer, and is willing to install it at no charge.  Window World address each of the homeowners claims as follows:
  
  1. Incorrect Garage Doors Installed
  During the showroom design process, different siding colors, doors, trim are explored before a final contract is established for services. The photo provided by the homeowner is a Classica Carriage style garage door. The homeowner opted instead for a more price conscious garage door at the time to fit their budget. The garage door selected by the homeowner was the Hillcrest Single white short panel with black hardware as is specifically detailed on their contract. There is no confusion on what the homeowner contracted to purchase. At the time of installation, as a courtesy, Window World offered to take back the Hillcrest garage doors and replace them with the Classica garage doors, but the homeowner would be required to pay for the price upgrade. The homeowner refused to pay for the upgraded garage doors.
  
  2. Failure to Reimburse for Unused Materials
  The homeowner contracted for the entire home to be sided and soffit and fascia replaced, which is what was done. In addition, Window World provided additional services for which the homeowner was not charged by replacing the front porch ceiling and wrapping the beams. There were no contract amendments or change orders to modify or reduce the scope of services.
  
  3. Deviation from Industry Norms
  The homeowner is not a contractor and is in no position to opine on industry norms.
  
  4. Siding Defect and Release of Liability
  If the homeowner believes there to be a product failure at their home, the homeowner must contact the manufacturer and file a warranty claim directly. The waving siding is not an installation failure.
  
  It is disappointing that a local, family-owned company focused on taking care of its customers by providing services at no charge, has its name disparaged by homeowners like this one trying to leverage avenues such as the BBB to extort free products and services because they dont like the reality and fail to take accountability. 

  Customer Answer

  Date: 08/08/2025

  Complaint: ********
  
  I am rejecting this response because:
  
  I appreciate Window Worlds response to my complaint, but I respectfully disagree with several points and feel its important to clarify the facts from my perspective.
  1. Waving Siding Issue
  Window World claims the siding is waving due to heat reflection from a nearby gazebo and/or hot tub. However, this was not disclosed as a potential risk during the sales or installation process. I am not aware of any documentation or warranty limitations that mention environmental factors like heat reflection voiding coverage. This is also categorically untrue as there is zero sun that can reflect off of the gazebo roof onto the siding. The gazebo is located inches from the roofline and if the hot tub was hot enough to melt siding, I would be too afraid to enter it. It is always kept under 99 degrees,and I would hope that the siding on a home could withstand 99-degree heat located several feet away from it.  The first inspection by a Window World representative agreed that it was not due to reflection and that is when the call was made by the representative to the siding manufacturer to come and investigate it.  
  At the time of the inspection by the siding manufacturer, we had pointed out other waving siding in a different area of the home which was acknowledged by the manufacturer and Window Worlds representative. They said there would be leftover materials, and they would replace those areas as well.These areas can also be seen in photos that were sent 1 month after the install for a different reason when part of the siding came off the house.
  This siding was also investigated by an outside siding contractor who advised that the reason it is waving is that when Window World covered the garage window, they did not flush out the wall and the siding was indeed applied wavy and continues to wave due to this is and not due to a reflection of any sorts. Pictures will be included of this. It is quite easy to see after WW took off an 8 section of siding for a test sample, which remains uncovered to this day.
  The outside inspector also noted several other areas of waving siding as well as waving metal work due to poor workmanship. Will I need to hire another contractor to address the cited issues?
  2. Garage Door Discrepancy
  While I understand the contract specifies the Hillcrest model, that is the first garage door that was added to the house as it was being designed. When I told *** that I did not like the looks of it, he changed it to the Classica Carriage style and that is what I said I wanted and was visually represented during the rest of the design phase. The final product did not match what I believed I was purchasing based on those discussions and visuals. I was given 2 prices. One was 50 something thousand dollars with the Hillcrest model and the other was $60,000 even. I advised when spending that much, I would go with the doors I really wanted and spend the $60,000 as they had a zero % interest financing option that we could use to pay over time. This is not a small sum of money by any means.  
  Several times it was confirmed that I would be getting the doors that I really wanted, and several images of the house were sent including those doors. We were told at the time that What you see is what you get. We dont need to add everything into the contract because we prepare the images of your house with its new siding and upgrades and that is what you get, our reputation depends on it.
  When we pointed out the wrong doors installed on the house,the representative stated they would figure out what to do and get back to us.After several days of not hearing from them and me reaching back out is when they stated that I asked for the cheaper doors. They never offered to replace the doors for more money as they stated in their rebuttal.  Carriage style door screenshots enclosed from the contract that was emailed to us and conversation about doors enclosed.
  3. Unused Materials
  We signed the siding contract on 9/14/2023 and on 9/18/2023 we contacted WW to ask if they can rebuild our porch. They advised they do not rebuild porches. We found a different contractor to do the work and on 9/23/2023 asked to come back in and redo the contract as the old porch would be ripped off of the house and would not need siding. We were advised that When we do the siding job we will see how much less material we need and will subtract it from the balance!. We were told this several times throughout our experience with WW. Screenshots enclosed.
  4. Industry Standards
  Window Worlds statement that I am not a contractor and therefore not in a position to opine on industry norms is dismissive. As a paying customer, I have the right to question workmanship and seek clarification. My concerns are based on visible issues and comparisons with other professional installationsnot personal opinion. We have had at least 2 different siding contractors that have come over to look at the job that was completed as well as view the contract. They were shocked and dismayed that the actual statement of work was not included in the contract. Speaking with many homeowners that have had their homes sided, not one has ever been left with a painted porch ceiling. They have all had them covered by materials when the rest of the home is sided. This is industry standard according to the homeowners and siders that we have spoken with.
  
  5. Tone and Accusations
  I am disappointed by the accusatory tone in Window Worlds response, particularly the suggestion that I am attempting to extort free products and services. I have acted in good faith throughout this process and simply want the work I paid for to meet reasonable standards. I paid a significant amount for this job and never missed a payment. I filed this complaint only after my attempts to resolve the matter directly were unsuccessful.
  
  Conclusion
  I remain open to a fair resolution and hope Window World will reconsider their approach. I am not seeking anything beyond what was promised and reasonably expected. I appreciate the BBBs role in helping facilitate a constructive dialogue.
  
  
  
  Sincerely,
  
  ***** & **** ******

  

  Business Response

  Date: 08/12/2025

  It is unfortunate that our good faith effort to assist this homeowner with a siding issue that is unrelated to installation, continues to defame our family business in an attempt to damage our reputation in the community for their own benefit. We will respond to the homeowners points this last time to close this matter.
  
  1. It is apparent that the homeowners inspectors do not understand vinyl siding installation methods. We only install to manufacturers standards and our teams are certified by the ********************** (***). Vinyl siding is not a structural element and is not nailed tight to the home. It is intended to float and will expand and contract in response to heat and cold. The siding will follow the substrate wall, and in this case, the home was built in 1910, it is 115 years old. We did not build this homeowner a new home. We applied backer over the original clapboard and then installed the siding over the backer. A representative from the manufacturer has already visited the home and confirmed the siding was installed correctly. There is no other better inspector.
  
  2. The contract is written at the end of the design phase, not during, and very specifically outlined in a line item the style of the garage door. They homeowner may have liked the Classica carriage style garage doors, but their budgetary constraints led them to select the Hillcrest model. We installed the garage doors itemized on the contract.
  
  3. The owner of Window World went over the work directly with the homeowner and there were detailed conversations regarding the additional services for which the homeowner was not being charged by replacing the front porch ceiling and wrapping the beams. The homeowner paid the contract in full when the siding installation was completed. Had there been a discrepancy on cost, or scope of work, the homeowner would have disputed same prior to one and a half years later.
  
  4. This siding was installed April 9, 2024. Nearly one and a half years ago. Our project team conducts a daily walk-around with homeowner to answer questions and ensure they are happy with the work as it is being conducted. Any question of what was included in the scope of services was resolved on-site with the owner of Window World and the homeowner at the time of installation.
  
  All of this is as a result of the manufacturers request for a release because they know this area will be an ongoing problem with reflection from the gazebo. The manufacturer is providing the siding material as a one-time good faith gesture to the homeowner, and we were supporting by changing the siding at no charge to the homeowner, as our one-time good faith gesture.

  There is nothing more to be said and we will not continue to re-hash the same falsehoods. If the homeowner believes there to be a product failure at their home, the homeowner must contact the manufacturer and file a warranty claim directly. 

  Customer Answer

  Date: 08/14/2025

  Complaint: ********
  
  I am rejecting this response because:
  
  I am disappointed by the tone and dismissiveness of your response. As a homeowner who trusted your company with a significant investment in my property, I have every right to raise concerns when the results fall short of expectations. My intention has never been to defame your business, but rather to seek accountability and resolution for issues that remain unresolved.
  Siding Installation:
  I understand that vinyl siding is designed to float and respond to temperature changes. However, the visible warping and uneven appearance are not consistent with what was promised or what I was led to expect. Multiple independent inspectorslicensed professionals with no stake in this matterhave identified concerns that go beyond the age of the home. Dismissing their expertise as ignorance is both unprofessional and unproductive. If the siding follows the substrate, then the preparation of that substrate should have been addressed more thoroughly. It was your company that removed the window and boarded that section up, then covered it with the substrate. The problems are not attributable to the age of the home, they are due to the boarding up of the window frame and not sizing or installing those materials properly.
  Garage Door Selection:
  I was presented with options during the design phase and expressed a clear preference for the Classica carriage style. Budget was discussed, but the final contract did not reflect the clarity or transparency I expected. The Hillcrest model was never selected due to cost. It was the first garage door added to the design meeting, and I expressed my dislike of it immediately. Budget had nothing to do with the decision as I wanted my home to look nice and not have a substandard looking garage door. The images clearly showed what was requested and supposed to be provided.  
  Additional Services:
  While I appreciated the replacement of the porch ceiling and beam wrapping, these were not the core issues I raised. The fact that I paid the contract deposits does not negate my right to raise concerns later, especially when problems become apparent over time. Many homeowners discover issues months or even years after installation, this is not unusual. I was also told on the last day of installation by the foreman when I asked about my refund, he said I would have to talk to the office and thats what I did, again, as there was still a balance of $52,000 in which to receive my refund. This balance remained there for quite a few months waiting to be reduced by the cost of excess materials as promised.
  Timeline and Communication:
  Yes, the siding was installed in April 2024, and there were a couple of walk-throughs (definitely not daily!), but the issues Ive raised were not fully visible or understood until after the fact. The suggestion that everything was resolved on-site is inaccurate. I have documentation and photos that show the deterioration that has worsened over time.
  I have also been trying to correct these issues since before the siding was installed (the extra materials for the porch-screenshots provided), the day after the wrong garage doors were installed (screenshots provided) and less than 1 year after the siding was installed with the wavy garage (screenshots also provided). I have tried for too long with this company to get what I paid for and been rebuffed and berated all this time and need to get a third party involved as it seems your company does not care about its paying customers and that is still apparent by the tone of all your responses.  
  I appreciate the manufacturers gesture to provide replacement siding, and I welcomed your initial willingness to assist. However,your latest response feels more like an attempt to shut down dialogue than to resolve the matter constructively. I am not interested in rehashing falsehoodsI am interested in a fair and respectful resolution.
  
  
  Sincerely,
  
  ***** & **** ******

• Initial Complaint

  Date:01/08/2025

  Type:Billing 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 contracted to have a ***** bulkhead installed at my daughters house where I also live. The first picture shows what I expected, the other 2 what we got! .I requested a list of materials and was told:" "we don't do that " . I put a stop payment on the final check for 2600.00 after I saw what they did. It looks like styrofoam. I was going to go to the bank today to remove the stop payment but am now hesitating as they are refusing to accept any of my calls. The reason I was going to pay anyway is because I am not the owner of the house. In addition to explanation of charges I would like to know exact materials used.

  

  Business Response

  Date: 01/20/2025

  On November 7, 2024, the homeowner contracted with Window World to remove an existing bulkhead and install an unpainted ***** Bulkhead. On December 17, 2024, our team did just that, as can be seen in the homeowners photos. The homeowner received exactly what she shows in her first picture of what I expected.  Not only did Window World give the homeowner exactly what she expected, but went above and beyond by building-up a pressure treated frame upon which to set the ***** Bulkhead and wrapping with composite to provide a fully finished appearance and remove future maintenance for the homeowner. At the completion of the installation, the homeowner signed-off on a completion certificate and made final payment of $2,600.00 by check. On December 18, 2024, as standard protocol, a member of the Window World team called the homeowner to check-in after the installation to ensure the utmost customer satisfaction. The homeowner confirmed the installation went well. On December 19, 2024, the homeowner called in and stated that she had concerns with the installation and put a stop payment on the check. With the holidays approaching, Window World shuts down its operations between Christmas and New Year so the team may enjoy this special time with their families. Wanting to address the homeowners concerns before the holiday break, the owner of Window World, along with an installation team met with the homeowner on Christmas Eve. After reviewing the installation in person, and answering the homeowners questions to her satisfaction, the homeowner indicated that she would call the bank to remove the stop-payment. After returning from the holidays, the owner of Window World spoke with the homeowner on January 6, 2025, to confirm the stop-payment was lifted and that the check could be deposited. The homeowner indicated she would go to the bank the next day to remove the stop-payment. On January 7, 2025, a member of the Window World team contacted the homeowner to confirm the stop-payment had been lifted and the check could be deposited. The homeowner indicated that she had not yet been to the bank but would do so the next day and the check could be deposited. The homeowner called-in to Window World on January 8, 2025, at 8:51am, and again at 11:18am. The management team was at an off-site training and not able to immediately speak with the homeowner. At 11:56am the homeowner filed this BBB complaint. A call was returned to the homeowner at 1:01pm where the homeowner said she wanted to be sure the composite material was not Styrofoamand she also indicated that the stop-payment was not removed. The homeowner was told that the check had already been deposited based on the prior days conversation, the composite material was **** and there is no Styrofoam. The contract with the homeowner is a contract to furnish and install materials;therefore, there is no breakdown of labor. The item description in the contract document provides the exact materials used - ***** Bulkhead unpainted flat panel, build up pressure treated frame and wrap with composite. It is unfortunate the homeowner decided to use the BBB platform in an attempt to delay or elude payment, because there is no actual issue here to address or anything to resolve.

  Customer Answer

  Date: 01/21/2025

  
  Complaint: ********
  
  I am rejecting this response because: please look at the pictures!!! What I expected looks nothing like what I got AND they are literally lying when they say I was satisfied!!! If I was satisfied I would have no need nor desire to contact BBB would I???
  They are VERY good with words and use so many that you will loose track completely. Bottom line: The job is unprofessional, shoddy and unacceptable.  I am aware that I got ripped off. I am also aware if the fact that I will have live with it. 
  my only recourse was to file a claim and as you can see from their very long spiel the will not give out information on their inferior materials?! I am not asking for money back, but maybe I should ask for some kind of refund, as it will cost additional monies to make it look decent. 
  also They claim to have used pressure treated wood which is invisible!

  Sincerely,
  
  **** ****

  

  Business Response

  Date: 01/28/2025

  As shown in the homeowners photos, our work is clean, neat and professionally installed. For the installation, we used both pressure treated wood and then wrapped the wood in **** a composite material to provide a fully finished appearance and remove future maintenance for the homeowner.  The wings could not be used in the application at this home. The home was built in 1828 where nothing is square and level. The installation of this bulkhead required additional framing in order to install the bulkhead level. This additional framing was completed at no further cost to the homeowner. The fourth photo provided by the homeowner of ****** bulkhead images as possible other solutions depict exactly what was installed here in variations based on the existing opening. There is no unwillingness to account for the materials used, as it is detailed in the contract: "***** Bulkhead unpainted flat panel, build up pressure-treated frame and wrap with composite." Window World has gone above and beyond to ensure a perfect installation, met with the homeowner in person after the install to address any concerns, and repeatedly answered the same questions. Window World completed the work for which the homeowner contracted. This complaint was submitted on the day the homeowners check was being deposited and was an attempt to delay or elude payment. There is no issue to resolve here, and the homeowner should remove this complaint. 

  Customer Answer

  Date: 01/29/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  As I am not the owner of this house so I cant sue WW. 
  For five thousand one hundred dollars (5100-) they certainly didnt add extras as they claim. And no matter what I say or do they will have a reason and an explanation for their unprofessional installation of the bulkhead.  Bottom line: that kind of shoddy ugly work will never be acceptable to me.  And as I said , I understand that I have no recourse.      

  It is sad to me that they actually accuse me of wanting to commit fraud. As a matter of fact After I canceled the stop payment on the check , they threatened me in the phone claiming the I intentionally wanted to commit Criminal fraud.   Inexcusable!!!  To me that is also very unprofessional and uncalled for.  My  only option is letting anyone who asks me, know of their nastiness and crude unprofessional behavior not to mention their incompetence when it comes to replacing bulkheads!!!

  I refuse to accept any more accusatory nasty communications from WW. So I will no longer respond, which is both upsetting and. A Complete waste of time! 
  My final words are: the work is shoddy and unprofessional and it will never be ok with me to get ripped off by some very nasty people!
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:07/10/2024

  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.

  Last Summer Window World installed some gutters and gutter guards. I was told by the owner Tim that I could use some of my existing gutters to save money. Gutter guards are to prevent leaves and debris from clogging gutters and down spouts. After the initial installation I noticed there were gaps around the gutter hangers and leaves and maple helicopters were getting in. These were on the guards they had to custom fit because they were my smaller gutters. They came back and cut pieces of metal to put around hole and said that should be fixed. The installers were very helpful. This summer I had a contractor cleaning the algae off the underside of roof and moss off the roof. When he was on his step ladder he noticed the guards were not connected, there were gaps and they had shifted, allowing leaves to get stuck under roof lip and under the gutter guards. There was also sharp metal that was never trimmed. He showed me pictures and I immediately called window world, because they were under warranty. I had also sent Anna D the owners wife a text. They asked for the pictures and immediately responded, by phone call, they stopped putting things in writing, that Brendan (Contractor) had walked on them and they would not repair them. They told me I could have them come out for $199 to fix Brendan's damage.. If anyone had stepped on the gutters they would have fallen off house. This is a clear case of poor installation and a company that does not stand behind their guarantee. I am asking you to review the pictures and you will see. I am hoping to come to a peaceful resolution so I don't have to seek small claims. Thank you for your help. Sincerely,*********************

  

  Business Response

  Date: 07/22/2024

  On September 25, 2023, the customer purchased an 8ft. patio door, three sections of new 6 gutters and leaf protection (17 section, 8section, 10 section), and 44 of leaf protection to the existing gutters. The gutters and leaf protection were installed on October 10, 2023. The patio door was installed on November 14, 2023. The customer was home for both installations.

  
  The next day after the gutter installation on October 11,2023, the customer called back because she changed her mind on how she wanted one of the downspouts angled. On October 18, 2023, we went out and changed her downspout at no charge.

  
  Two days after the last service, on October 20, 2023, the customer called with concerns about debris getting behind the gutter hangers on the span of gutter where we used the existing gutters and hangers. The leaf protection was installed differently on the new gutter sections versus the old gutter; due to the existing hanging system. The existing hanging brackets, require the leaf protection to be notched around the hanger. On November 6, 2023, we made a custom adaptation to add sections of leaf protection behind the hangers at no charge. Photo 1 is of the completed installed gutters and guards in perfect condition. Photo 2 is of the custom adaptation we made for the customer.

  
  The patio door was installed November 14, 2023. The next day after installation, the customer called with concerns over air leakage around the patio door. On November 17, 2023, we inspected the patio door and there was no air leakage. Patio door was installed to manufacturers specifications. Customer requested additional caulking on the exterior, which we completed as a courtesy at no charge.

  
  On May 18, 2024, customer called because her elderly father had caught his foot on the kickplate under the patio door and damaged the metal trim. In addition, he fell into the patio door screen, pushing the screening material out of the spline. On June 6, 2024, we replaced the metal kickplate at no charge to the customer. We also were not able to salvage the screening material as the screen had not just been pushed out of the spline that holds it in place, but the screen was so badly torn by animals that we screened the patio door screen at no charge to the customer.  

  
  On June 6, 2024, after we had replaced the metal kickplate and rescreened the patio door screen at no charge, customer let our foreman know that when she was trying to fix the screen herself, she overtightened the screws on the screen handle and broke it. Customer informed the foreman that she expected it for free for all the business she had given us. On June 11,2024, customer was called and notified that we had an extra patio door screen handle in stock and she was welcome to come pick it up at no charge.

  
  On June 22, 2024, the customer contacted us by email that she had a contractor cleaning moss off her roof and noticed her gutter guards were in disrepair and that there were photos. That same day we responded requesting the photos. This was a Saturday when we were closed. On Monday, June 24, 2024, we spoke with the customer who said the guards were not holding up well. We informed the customer that from the pictures provided, we could clearly see that whoever was cleaning the roof off from the moss damaged the guards. Moss in the gutters is clearly visible. Customer was informed that we would be happy to come out and repair for a service charge of $199. If we needed to replace any section of leaf protection, that would be an additional charge per linear foot. Customer claims that no one put any ladders on the roof and that the contractor got on the roof through a window. We explained that we could see a screw ripped right through the leaf protection. This only happened with force, not normal wear and tear. Customer said she was not happy and we would be hearing from her.

  
  This complaint was filed on July 10, 2024, and it is by the customers own writing, where they now state that their contractor was on his step ladder (no longer going through a window), to clean the roof. In addition, the contractor, in his text message states that he was wiping them off and caught his glove. Presumably trying to clean off the moss he pushed down onto the guards. We are not able to validate the customers  contractor, Brendan L, as we are not able to find any business listings for this individual.

  
  We have continuously gone over and above for this customer, and stand by our work, but we cannot be held responsible for damage caused by an unlicensed individual the customer had performing work on the roof. We feel the customer is now taking advantage of our past generosity. We are still happy to come out and repair any damage the customer may have for a service charge of $199. If we need to replace any section of leaf protection, that will be an additional charge per linear foot. The customer can then seek reimbursement from her contractor for this damage.

  Customer Answer

  Date: 07/22/2024

   
  Complaint:********
  
  I am rejecting this response because: Window World has exaggerated a story making me look like a person who calls constantly. Not true. Slider has nothing to do with gutters and Gutter guards are not installed properly. They state that they were walked on and that is untrue. If that were the case, Brendan would have fallen as gutters would not support a human. They are talking in circles and the bottom line is, they are not installed properly. 

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

  

  Business Response

  Date: 07/25/2024

  We have laid out the dates and facts of interactions with the customer; no exaggerations. We never claimed that the customers contractor walked on the gutters. But a ladder was put up against the gutters, moss and debris was pushed into the gutters, and the contractor was handling the gutters and guards as he was cleaning off the debris. We provided a photo of the completed gutters and guards in pristine condition. The guards are now pushed into the gutter and a screw is ripped through the metal guard. This did not happen under normal wear and tear. No expertise is needed to make that determination. This happened during the roof cleaning by another contractor and we cannot be held responsible. We are happy to provide a service to the customer to make repairs, but there is a service charge associated with the service. Its unfortunate that this customer wants to use the BBB to extort free services and damage our family business reputation when we have only gone over and above to help this customer.

  Customer Answer

  Date: 07/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: They are exaggerating. The picture they show is from the gutters after installation. Anna told me Verbatum that Tim, her husband, said that someone obviously stepped on them. I can't believe the arrogance of this company. They are not installed correctly,  nobody damaged them and this is unacceptable. I find this to be a very unfortunate situation and if it can't be resolved than I will do as suggested and contact consumer affairs before contacting an attorney. It's a small town and stuff like this doesn't help a business that seems to be getting too big for it's britches.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/02/2024

  The homeowners complaints are false and have been confirmed to be so through her own words and pictures. The gutters and guards were in pristine condition when completed, as evidenced by the photo provided. While we have offered to provide a repair service, we cannot be held responsible for another contractor damaging the homeowners gutter guards while he was cleaning moss off her roof and be expected to do that service work at no charge. Along with filing this complaint, the customer has also taken to harassing our employees on social media with these false claims, trying to bully us into doing work for free. We are a family business with hundreds of positive reviews and have gone above and beyond for this homeowner making repairs at no charge, as we would for any of our customers that trust us with their home. The claims are false and slanderous, and the behavior harassment.

  Customer Answer

  Date: 08/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: The business has fabricated lies. I reached out to the foreman from the slider door because I know him personally.  I know he did not say what they said. I will state again, as the pictures I provided, the gutter guards that went with gutters were fine. The ones they had to make fit did not hold up, nobody stepped on them as Anna told me was Tim's response. Trying to shape metal around a hangar to fix gaps is what created problem. I would never have thought a " reputable " business would go to the lengths it has gone to in order to avoid admitting it might be faulty installation, it has not even been a year and they did not stay in place. I just want the guards removed and I don't feel that I should have to pay for that. If I threw around all the slander they are saying about me I can guarantee it would result in a lawsuit. The truth always comes out and it's unfortunate the length they are going to instead of fixing it. They are wrong and time will reveal that. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 paid Window World over $10,000 for 6 non-custom windows that appear to have a faulty install. They claim the windows have a lifetime guarantee. They appear to be pulling away from the house after a year. I called them to have them look at the windows to see if they can fix the problem before proceeding with legal action. They made an appointment for this morning, May 6 at 9am and no one ever showed up. For the INCREDIBLY high amount they charged me (over $1600 each for non custom vinyl windows) I would expect a flawless install and no need to chase them to fix their faulty install later. I feel that I have been de-frauded by this company and should not have paid such a high price for low quality product with faulty installation and complete dismissal of any service when I tried to give them a chance to fix it.

  

  Business Response

  Date: 05/17/2024

  On December 2, 2022, the customer contracted with Window World for the purchase of six vinyl double pane, double hung replacement windows. The customer elected to add a black painted exterior finish and a woodgrain laminate interior finish. Both of these options were selected by the customer, and are custom options applied to the vinyl window extrusion. On December 5, 2022 the windows were measured for each opening in the customer’s home and custom ordered to the size and customer selected specifications noted above. On March 22, 2023 the windows were installed at the customer's home. The customer had interior trim they did not want disturbed at install and we installed the new replacement windows as an exterior install, butting the new windows up to the interior stops, spray foam insulating, and trimming the exterior in a black aluminum capping. (See before and after photos.)
  More than one year later, on April 29, 2024 the customer contacted Window World with a claim that the “windows were falling out.” We requested photos and customer sent one photo of the “worst window” and said her lawyer told her to give us a chance to come out and remedy any issues. The photo sent by the customer (See complaint photo) was of a gap in the extension jamb. I assured the customer that the windows were not falling out and that the extension jamb was an interior trim piece and was unrelated to the windows installed. Nonetheless, we wanted to help the customer and would come take a look at what was happening and tap the trim back into place at no charge.
  A service inspection appointment was scheduled for our Installation Manager to meet with the customer to address their concerns. The first date/time the customer was available to meet was May 6, 2024 with an arrival window of 9am to 10am. Due to unforeseen circumstances, our Installation Manager was delayed at a prior appointment and called and left the customer a voicemail message apologizing for missing the appointment and asking to reschedule at the customer’s convenience. The customer left a message for our office stating that “she does not want anyone calling her back. She will be moving forward with her legal actions now.” The owner of Window World also tried reaching out to the customer twice that day. The customer did not accept any of those calls, nor return any calls. Customer then immediately filed this BBB complaint the same day on May 6, 2024. We performed a visual inspection of the windows from the exterior of the home on May 8, 2024 and concluded that there is no issue with the windows (See inspection photos). If the customer would like to have us come out to address her interior trim issues, we would be more than happy to do so.

  Customer Answer

  Date: 05/23/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  After asking to correspond over email and receiving no reply I sent the attached letter certified mail on May 16, 2024.
  I have also attached photos of the corresponding exterior parts of the windows that appear to no longer be flush. I do not think this an issue that can be diagnosed from only looking at the exterior. All my interior trim is fine, the only gaps appear where the window was nailed into the house. I have waited the week to give them the time to reply to my letter and they have not.
  
  The first attached photo is of an exterior that is still flush and the others are the corresponding exterior corner of the interior photo previously uploaded. Thank you.
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/07/2024

   
  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.

  Someone came to inspect the windows today and we discussed what is going on with the windows and I am satisfied with our communication and working with them going forward so you can close this claim. 

  Thank you!