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:02/26/2025

  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.

  Window world installed all my window incorrectly. I have had them out several times. Last year they came out saw how poorly the windows installed and tried to fixt fix them. They replaced 2 windows and insulated the rest I believe. I still have ice on the inside every window. My utility bills are still extremely high. When I call them they want to argue and eventually will send out a worker and still this is a problem. I have had these windows for 15 years and this has always been a problem. They do not want to resolve this issue at all.

  

  Business Response

  Date: 02/28/2025

  Good morning everyone!

  Window World and Ms. ***** contracted on these replacement windows in 2010.   Below, I will outline our primary service actions over the last 15 years, as well as future services we have scheduled already with the customer to re-review previously done service work and confirm installation integrity.

  2012-2014:  We ran a number of complimentary services to review window seals, replace window sashes, etc., in order to help quell any concerns Ms. ***** had regarding the product and installation.    Customer had expressed concerns regarding interior window condensation and frost on windows during extremely cold temperatures.

  2015:  *************** continued to express concern if the windows were installed and sealed properly, Window World hired a home energy inspector.   The inspector used an infrared camera to measure heat loss at the seals/seams of the windows.    Results showed that typical temperature variation was observed with no anomalies.   Review showed a slightly elevated humidity level in the home which at extreme temperatures, can result in condensation on windows or any thermal bridge.   It was recommended to Ms. ***** that the installation of a dehumidifier could minimize or even eliminate the condensation issue.

  2023: We visited Ms. ***** again regarding ice build up on the windows and concerns about air infiltration.    For customer service purposes, we recapped all of the windows on 12/8/23 at no cost to ******************************** called back in again regarding condensation and ice build up during the extreme cold we had last week.   Again, we've agreed to schedule another energy audit with her via the window manufacturer.    This is scheduled for 3/26/25.

  **** *****

   

  Customer Answer

  Date: 03/05/2025

  Complaint: 22993336
  
  I have reviewed the business' response and am rejecting it because:   They recapped all the windows because there was nothing around the windows. The young men working told me they had never seen anything like this. It was the installer that did the windows wrong. I tryed telling window world that so many times but no one wanted to listen until I got pictures to show them. They did come out but would never take the windows apart to see until I showed them . But yet I still have ice on the inside of all my windows. My utility bills are outrageous and have been since they put the windows in. I'm not sure what are going to do when they come out next, I didn't understand what the man said. All I'm asking for is for my house to be warm in the winter and cool in the summer and no more ice on the inside of my windows. I saw they wrote extreme temperatures, does that mean window worlds windows don't work unless the temperature is mild?  So Missouri is not a state that window worlds windows can be use? They also keep telling me if there is a heat/cool vent under the windows that does something. Aren't most heat/cool ducks under windows? What I would like is to have nice windows and bring down my utility bills like I was promised 15 years ago by window Worlds salesman. I payed for good windows so I expected to get that.
  
  
  Sincerely,
  
  ******** *****

  Customer Answer

  Date: 03/06/2025

  Will they fix the problem in the energy audit? What is an energy audit? 

   

   

   

   

  ******** *****

  

  Business Response

  Date: 03/06/2025

  The review that is scheduled is with our manufacturer who can confirm the product integrity and the installation.    They can also measure data from the home to see if there are environmental conditions that are contributing to any condensation issues in the home.

   

  Thanks.

  Customer Answer

  Date: 03/06/2025

  Complaint: 22993336
  
  I have reviewed the business' response and am rejecting it because  I don't know what an energy audit is. Are they going to fix my windows? Yes they have come out and tryed several things none have worked. In 2023 I showed them pictures of an unwrapped and then they came out and rewrapped all my windows. When the men came out they said they had never seen anything like my windows. My home is hot in the summer and cold in the winter. My utilities outrageous. They keep saying things like extreme temperatures, if Window Worlds windows can't take Missouri weather then I guess everyone that lives here and has Window Worlds windows all have ice on the inside of there windows.?  They also keep telling me my windows can't be over a heat/cool vent. Aren't most windows over a vent? All I want is this resolved I want my utilities to come to normal prices and my Windows to work and not have ice on the inside of the window
  
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 04/01/2025

  From the project review performed on 3/26/25, please note the following results.    In conclusion, it's environmental conditions in the home (high humidity levels) which are contributing to condensation issues during cold snaps.

  In short, here are the conclusions of the field review:
  

  The windows are performing as they should.   Window testing detected no issues with air leaks.   Testing indicated a higher than normal average relative humidity in the home.    A normal range is 30-40%.   This house was showing 52.7% on the day of testing.
  

  Because of the higher humidity levels in the home, during extreme temperatures outside, the glass on the inside can start to form condensation.    This is also influenced by having blinds and curtains covering the windows which are restricting air flow.
  

  This matches the results of an energy review that was also done in 2015.
  

  It should also be noted that the customer has renovated their basement to include a full apartment including a kitchen.    This will absolutely increase humidity levels in a home.

  Customer Answer

  Date: 04/01/2025

  They did some kind of test that they did 9 years ago. And ask far ad they are concerned the windows are fine. But after showing them the pictures of how they were installed they came back out and  re-installed the windows.  Unfortunately that didn't  stop the ice on the windows.  And here we are again. They say the windows are fine.  But they are still getting ice on the inside. 

• Initial Complaint

  Date:01/22/2024

  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.

  Patio door is inefficient, installed on 8-23-2019, cold air continuously comes in at the bottom of the door, we use towels to keep cold out. WW even installed a new frame around the original door on 4/23/2023. We thought that would do it, but with the recent cold front in St. Louis, we are back to using towels to keep the cold out. WW has been out numerous times to try and resolve this issue, well over 10 times, but we still have extremely cold air at the bottom of the door on both sides. I wish we had kept our original patio door, there was never an issue with that door. I have attached a picture of the door. They say their products have a lifetime guarantee.

  

  Business Response

  Date: 01/24/2024

  Good morning!

  Our service management team has been in contact with this customer earlier this week and at that time, we scheduled a service for Friday, January 26th to review and help remedy any issues the customer is having with the door.

  Thanks.

  

  Business Response

  Date: 01/29/2024

  We completed this service on Friday and the customer signed off on a completion certificate.   Please see attached.

  Customer Answer

  Date: 01/30/2024

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/05/2023

  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 had Ameren UE conduct an energy test at my home and learned that my windows were leaking air. I contacted Window World (purchased 8 windows from them 5 or 6 years ago) in May 2023 about my windows leaking air since this should be covered under their lifetime warranty. Early June they sent a supervisor out (*************************) to take look a look at the problem. He sent a crew out the following week to take the windows apart to find that they were not installed correctly -- all 8 windows had no foam insulation. The crew corrected the issue but then I later called to speak with management about compensation. They stonewalled me. They kept saying this was a long time ago. I politely reminded them that we would never be in this situation had the windows been installed right the first time not to mention the higher heating and cooling bills I have paid over a 5/6 year period. They said they would call me back. Which they did offering $300 dollars/then later $500. This is insulting, I'm asking for a refund of the amount I paid to have these windows installed. They won't take my calls now, saying the owner is out of town and he's the only one who can approve amounts over $500. I don't understand why I'm the bad person because I want this company to live up to their responsibility.

  

  Business Response

  Date: 07/05/2023

  Thanks for bringing your concern to our attention.   Our production manager spoke with **************** today and we were able to come to a quick resolution on this matter.   We believe this matter is resolved and can be closed out.

  Customer Answer

  Date: 07/06/2023

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

• Initial Complaint

  Date:03/23/2023

  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.

  Purchased windows May 2022. They said we'd have our 1 day project done in 20-24 weeks. It took 46 weeks and 12 appointments scheduled to finish.
  
  In the contract there’s a FAQs portion on the back. It says, “Will there be any openings in my house?” It states “Of course not. The area will be weather-tight and secure for overnight.” We had a 14ft hole from floor to ceiling for 3 weeks. Plywood on the inside and nothing on the outside where drywall was exposed. Window World prolonged this exposure through several severe storms.
  
  They are unsympathetic to the drawn-out process from their errors. Supervisor claimed he would show up on site to discuss fixing and never did. Their office doesn't communicate well so I've had to repeat my issues every time I call, adding to the frustration.
  
  At no point during my install have they set up scaffolding even though it's billed to my project.
  
  **** called to discuss how she can compensate for our issues. She offered a very insulting 5% discount.
  
  Window World promised to deliver easy, hassle-free window replacement and the entire ordeal has been a joke. Step 1 of their installation process on the site says they will verify the order was manufactured correctly before scheduling install. They failed at the warehouse to note damage that would have prevented scheduling an installation they could not fulfill. They claim to “adhere to the strictest standards in the industry…perform each job with care, patience and expertise”.
  During my project I have been inconvenienced extensively, ignored, lied to repeatedly and called insults by a field supervisor who tried to trick me into voiding my installation warranty instead of coming onsite to see the progress. They fumbled through my install which they mismeasured, damaged, reordered incorrectly, lost, and poorly finished product installation. Customer service with Window World has been the worst I have ever been subjected to.
  
  I've attached a more detailed explanation, dates, etc..

  

  Business Response

  Date: 03/24/2023

  Good afternoon.

  We have an agreement in place via a phone conversation with the customer this afternoon to provide an adjusted contract amount to them.   The specific terms of the discount have been sent to the customer's email for them to sign off on and we will process the discount on our end.

  We had a very pleasant, amicable conversation with the customer and let them know if they needed anything service wise down the road, to not to hesitate to reach out.

  Thanks.
  

• Initial Complaint

  Date:08/24/2022

  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.

  Placed order for 10 new windows and 1 new 3 panel slider on *********. ******** told us lead time was 20 weeks on windows and 24 weeks on slider. On 11-11-2021 called salesman back to come out and added 4 more new windows to the order. Finally got a call to set installation on 6-8-2022 32 WEEKS later. Crew came out and told me they did not know how to remove existing windows AND the new windows were the wrong size. They called their office and about 30 minutes later, **** (supervisor) showed up to check sizes and talk to crew. They left. About 3 hours later **** called to ask if he could send a different install crew out on July 7. Window sizes were correct. July 7, different crew installed 12 of the 14 total windows. Could not install 2 front windows due to frame came in damaged. Also...they installed the new slider BUT...they could not install locking hardware because someone sent wrong hardware. Plus, they were missing a couple of pieces of interior trim for the slider. Here we are...will be TEN (10) MONTHS from date of original order and the 2 front windows are still not installed, the slider is still missing some interior trim...and...we cannot lock the slider because the hardware is not installed. Not at all impressed with WW follow through up to this point in time.

  

  Business Response

  Date: 08/25/2022

  Good day.

  We've spoken to this customer today and have them scheduled for installation tomorrow, 8/25/22.

  Thanks.

  Customer Answer

  Date: 08/26/2022

  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

  Date:08/22/2022

  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.

  On December 1st 2021 I entered a contract for Window World to replace my front door in the amount of $5405.00. On Juy 14th 2022 the team came out to attempt to install said door. 2 hours into the job the installer decided the door did not fit. This blew my mind because Window World sent out 2 different people to measure. They also destroyed my old front door where it could not be used again. This is the second time this company has let me down. The installer also broke one of my porch lights. I did talk with **** who was in charge of this project and told him and emailed the company and told them they have till August 19th 2022 to make this right with me. That time has come and gone and have not herd from the comany. As the weeks have past i have also had water from rain enter our home several times and will be having a contractor come out to assess the damage once this door situation is fixed.
  
  In closing I would like WW to finsh the job with 7 Days or receiving this notice, If they cannot I would like them to purchase a door from a local box store and install that at no charge since they destroyed my old door! I would also like a full refund of the balance I put down. I also want my light they broke replaced and more than likely they will not be able to find the same type so there were two porch lights that will need to be replaced. I have already shopped around and and found them for $99.97 each at **** *****.

  

  Business Response

  Date: 08/25/2022

  We are scheduled to meet with the customer on Friday morning, 8/26/22 at 9 am to review the door installation.   After that, we will advise the customer on options to resolve the issue.   Thanks.