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:03/18/2025

  Type:Order 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.

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

  Window World breached their contract and wouldn’t terminate the contract and refund us the deposits.  They had to measure twice, 2nd time over a month after the first time.  When windows were delivered, 3 of them didn’t fit and had to be reordered.  The replacements weren’t installed for 2-3 weeks with bare wood exposed to the elements.  Tools and scraps were left behind.  Total time between initial order and final installation was nearly 5 months. 
  

  Window World’s scheduler was the only employee that had any sense of quality customer service. The respondent to this complaint was rude and unprofessional throughout the process.  Their BBB rating is not indicative of their product nor customer service.

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

  er. They put a rash on it and we're hoping to get everything early to mid January. Couple reasons your windows were delayed more than we expected. I'm so glad you said something. We had to remeasure your windows and change the type of install. We were doing to the beginning of your contract time. And then your glasses is tempered and exterior color is architectural bronze two factors that increase the production time of those windows So I'm trying to get your product here as soon as possible totally want to get you guys taken care of. I know l've explained a lot here on this voicemail so feel free to call me back ************* This is ***** with window world I'll be here till 430 today. Otherwise I'll be here at eight on.
  Days so please feel free to call me back.
  Thanks so much bye-bye....".
  
  Tried to cancel with ***** ******** (owner) after Dec 20th voicemail and was told I’m not able to and read my contract.
  Also, I received a text on Dec 20, 2024:
  
  I was under the impression that Todd on who sold us the windows put rush on the order which was Oct 22. The following day we rearranged our schedule so Window World can come measure and put our order in ASAP.
  Per ***** ******** (owner) call on Dec 20th here is what the hold up was “Couple reasons your windows were delayed more than we expected. I'm so glad you said something. We had to remeasure your windows and change the type of install. We were doing to the beginning of your contract time. And then your glasses is tempered and exterior color is architectural bronze two factors that increase the production time of those windows”
  Remeasure, and install type were changed. My contracts were not changed for new installation type with new price I was overcharged by $1200.00 I believe.
  Shouldn’t we have received a new contract?
  Windows arrived on Jan 20th. Windows were installed on February 4, 2025. That’s when I found out Window World installed 3 defective windows. Very thankful for Bobby the installer for letting me know. The other 2 windows were installed and not defective.
  Why would you install defective windows?
  March 10, 2025 is when the 3 defective windows were replaced by I’m hoping non defective windows.
  Very disappointed customers.
  **** * ****** ********
  
  Thanks,
  ****** 

  

  Business Response

  Date: 03/26/2025

  Complaint ID: ********
  
  Window World of Omaha signed two contracts with ******
  Anderson on October 22, 2024. Per the contracts, we were to complete the
  installation of a total of 5 windows. The estimated time frame on the contract
  was agreed upon at 6-12 weeks. The final measurements for these windows on both
  contracts was scheduled and completed on October 30, 2024. Due to the nature of
  the installation and type of windows, our measure technician and previous
  installer determined we should re-measure the windows to ensure that we would
  completing the correct type of installation for this project. Re-measuring windows
  is something that occurs often with our projects as we want to ensure we are
  ordering the product correctly and planning for the installation correctly, to
  avoid any errors. The remeasure took place on November 20, 2024. During this
  time, it was determined that we no longer needed to have nailing fins or the
  Siding Remove & Replace fee that was indicated on the original contracts.
  The order was placed after Window World of Omaha remeasured
  the windows. ****** called the office, asking for an update/ETA in
  mid-December. On December 20th, 2024, I (***** ********) left a
  voicemail for ****** and ****, letting them know the ETA of their products and
  the reason that the products were taking longer to produce (e.g., exterior
  color, obscure glass). We contacted the manufacturer to place a rush on the
  order and ****** was updated with information that the windows would arrive to
  our warehouse the week of January 13th, 2025 which would be the 12th week of the signed contracts. We tentatively scheduled the installation for
  January 14th, 2025 and ******, via phone call, agreed to this date. On
  January 13th, Window World of Omaha received information from the
  manufacturer that two of the five windows were backordered and would not arrive
  to our warehouse until the following week of January 20th which was
  week 13 of the contracts. Unfortunately, product does get backordered from our
  manufacturer every now and then which is out of Window World of Omaha’s
  control. ****** became very upset during this time and requested to cancel the
  contracts. Window World of Omaha does not allow for cancellation of contracts
  or compensation due to manufacturer errors or delays. This is a line item in
  the contract that the customer acknowledges and initials (see attached
  contracts). On January 20, 2025, all of the windows arrived to the Window World
  of Omaha warehouse. ****** and **** agreed to scheduling the installation on
  January 21, 2025. Due to the weather, ****** and Window World agreed that the
  installation would not take place on January 21st and would need to
  be rescheduled. ****** texted “Sounds great. Let him know if it’s too cold it’s
  ok” referring to rescheduling. We appreciated ******’s flexibility and
  understanding with the inclement weather during this time. ****** and Window
  World agreed, via text message, to reschedule the installation for Saturday,
  January 25th. ****** sent a text message to our installation crew
  leader letting him know that she was sick and he could not complete the
  installation on Saturday, January 25th. Our installer and Window
  World were totally understanding of the change in schedule and circumstances
  and rescheduled the installation to February 4, 2025.
  

  On February 4th, our install crew began the installation of
  the 5 windows. During the installation, our installer had placed the windows in
  the opening and had already torn out the original windows and noticed that the
  top frame of three of the windows was slightly bowed and not square. This
  manufacturing error was an unforeseen circumstance that unfortunately happens
  every now and then. In the event there is a manufacturer error, our office
  immediately contacts the manufacturer to correct the situation by ordering new
  parts/windows, etc. The installer finished the installation and notified the
  Window World of Omaha office staff that the three windows would need to be
  reordered due to manufacturer error. ****** was notified of the bowed windows
  and agreed with our installer not to complete the exterior metal wrap because
  we’d be coming back in a few weeks to swap out the old windows with the new,
  re-ordered windows. The installer assured ****** that the windows were sealed
  and would not be affected by any cold temperatures or moisture. ****** agreed
  to how the windows were left unfinished. She messaged a picture of the exterior
  of the windows a few days later to confirm that windows were secure and would
  not be impacted by the cold temperatures. She was reassured and said “okay
  thanks” to our response that everything would be fine.
  The windows were ordered and ****** was notified of the
  estimated arrival date of the week of March 3rd. Once Window World
  received the new, re-ordered, windows, we offered ****** an installation date
  of March 4, 2025. This date would not work for her so we agreed on completing
  the installation on March 10, 2025. Our installer completed the installation on
  March 10th, 2025. A total of $1,200.00 was taken off the total
  balance due upon completion which reflected the different type of installation
  that we completed. Upon completion of the installation, ****** paid her
  remaining balance and signed the completion certificates. We are happy to
  provide ****** and **** with any documentation they are requesting.
  You can see in the timeline of events explained above that
  Window World of Omaha communicated with ****** throughout the entire
  installation. There were absolutely some unforeseen errors and circumstances
  that arose that we addressed and communicated along the way. Communication from
  ****** to Window World ranged from gratitude, understanding and appreciation to
  hostility and borderline verbal harassment throughout this entire process as
  multiple staff members were screamed at, threatened and called names including
  “******* ******* ******* *** ******** *** *******”, to name a few. The
  inconsistent responses and communication from ****** made working with her very
  difficult. Window World completed the project as intended. The project did take
  longer than originally planned for due to multiple factors that included
  manufacturing delays and scheduling delays, all of which were communicated and
  handled.
  We are a family owned and operated company that prides
  ourselves with our customer service and our willingness to make sure contracts
  are fulfilled and we don’t stop until the project is done correctly. We take
  great offense to being called terrible names directly and publicly and for the
  integrity of our company to be jeopardized by complaints such as this one. We
  are hopeful this can be resolved immediately and that we’ve provided enough
  information to explain the entire story and provide insight from Window World’s
  perspective of the situation.
  
  See the attachment for copies of the contract & completion certificates. Please let us know if there is additional information needed
  to close this case.
  
  Thank you,
  ***** ********
  Window World of Omaha

  
  

  

  Business Response

  Date: 04/04/2025

  Complaint: ********
  
  Window World of Omaha did not breach our contract. We do not
  allow for cancellations due to delayed product delivery or manufacturer errors.
  We corrected all manufacturer errors and the contract has been fulfilled.
  
  As stated in our previous response, it is not uncommon for projects
  to be re-measured. We would rather re-measure four times than order the product
  incorrectly. During the time of re-measure, there were no complaints or issues
  from the customer.
  
  The delays in scheduling installations upon receiving the
  products were due to weather and customer’s availability, two factors that were
  out of Window World of Omaha’s control.
  
  The customer was assured that the windows were secure and not
  a risk or concern to the elements during the time between the original
  installation and receiving the new replacement windows. There are text messages
  reflecting the customer’s understanding and approval of the windows being left
  this way. The customer, verbatim, agreed with the installer to not put the coil/metal
  wrapping on the exterior of the windows and understood that the windows would
  NOT be subject to any damage from the elements. The windows were caulked and
  sealed, causing no risk.
  
  We apologize if tools or scraps were left behind. This was
  never reported to anyone. We aren’t able to fix issues that we aren’t made
  aware of.
  
  We are not sure what the customer is requesting or seeking with
  this complaint? The contract has been fulfilled, the work is complete. Every
  staff member at Window World of Omaha has been kind and courteous to ****** and
  ****. At least 4 individuals have been called heinous names and have been
  borderline verbally harassed by ****** without any apology, remorse or
  acknowledgment of her own behavior toward other human beings.
  
  ****** & ****, what are you requesting to get this
  resolved? We cannot keep arguing back and forth with no resolve in sight.
  Please indicate what you’re wanting so everyone can move forward. 

   

  Window World of Omaha

• Initial Complaint

  Date:09/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had windows installed. In talking with salesman. The windows and trim would have a standard of installation. Thw trim was not right into the siding leaving gaps between siding and trim leavinf huge amounts or caulking. The Drip edge over a three windows where not installed. A large amount of caulk the was applied to seal it. There was nonweather proofing performed prior to installion. When confronted with the installation they will not fix the problems.

  

  Business Response

  Date: 09/23/2024

  For starters, below is my e-mail to ***** on September 1st after he e-mailed our office claiming there was sloppy workmanship:
  
  ******, I’m going to make this
  statement one more time and one more time only; there was absolutely zero poor
  workmanship on your house. Stop with the nonsense that there was. You’re
  looking to argue. 
  The original windows on your house
  that had a drip edge above them, they’re still there. The windows that did not
  have them originally, do not have them now. As a professional window
  contractor, as you’re previously mentioned you were, you’d know that it
  requires removal of siding above the window to properly install one. No where
  on your contract or at any point was that a topic of discussion. Nor was it
  something required to complete your job to industry standards. 
  To add closure to our installation
  practices, Southwest Iowa Planning stopped out to inspect the work once we were
  complete and it was satisfactory to them as well as the city of Missouri
  Valley. 
  From this point moving forward I’m
  done with anything installation related from you. Should you have warranty
  items specific to the window parts/mechanisms themselves you are 100%
  covered. 
  If it’s something you want to
  discuss over the phone or in person please call my cell phone *************
  ***** ********. I will gladly stop out again."
  
  This customer has been nothing short of unreasonable since we completed the job.  To the point we needed to have someone unaffiliated with Window World to stop out and inspect the job.  As a result, we contacted the City of Missouri Valley and ********* **** ******** ***  Both sources disagreed with *****'s complaint that the windows were done improperly.  

  It feels as though this customer does not have the correct understanding of how his windows were to be installed according to the company that contracted us.  He was expecting a completely different install than what was contracted for.  Based on what was in the original job description, we followed it all according to detail.  
  
  Lastly, not once did I say we would not fix any problems, as you can see in my e-mail I told him anything service related will be covered.  But I refuse to continue to have another conversation with him regarding the initial install and get nowhere.  If ***** has anything manufacturing related, Window World will be happy to accommodate. 

   

• Initial Complaint

  Date:09/19/2023

  Type:Order 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.

  We’ve spent about 35 thousand dollars with windows world for new windows, siding and gutters. Initially the promises made by sales started falling apart almost immediately. Promised real wood molding- they installed particle board so we had to have it redone several times to no anvail and the quality of work is atrocious. There are huge gaps in the corner cuts way too big to putty. After multiple attempts to redo molding I quickly realized the quality wasn’t going to get any better. The guy doing the molding would come and go as he pleased often leaving early for all kinds of various things. Next came the siding crew, the employees did not speak any English at all and it was impossible to communicate with them. There were two guys that put up gutters and siding, they lost the wires to my doorbell and never could fix it so now I no longer have a front doorbell. The quality of work was subpar, they skimped on nails in the fascia and within the first couple months of completion I had parts of gutters fall off and fascia falling off my house. I currently have a large price of fascia missing from the back of my house bc there were not enough nails used and the company wants me to pay to have it reinstalled. They cannot provide me with what my warranty covers and they go weeks and months sometimes without responding.

  

  Business Response

  Date: 12/06/2023

  Hi ****
  While we will admit fault for a lapse in communication, via
  text message, on September 15th & 16th of 2023, regarding
  the warranty work needing done on the fascia, we will stand by our workmanship,
  our warranty, our customer service and the completion of your window and siding
  projects.
  
  Each of your listed concerns will be addressed below:
  
  Real Wood Jambs & Casing: Our owner had been out to the
  property on multiple occasions to meet with you (Sam) and Mary to address any
  and all concerns regarding the jambs and casing installed on the several of the
  windows. Window World realizes that the initial trim work done was
  unsatisfactory, however, you and Mary did not want Window World to redo the
  trim with real wood and that you were going to do it yourselves. At that point,
  Window World discounted $300 to compensate you for that work, agreed upon on
  July 29, 2020. Shortly after that discount was given/applied, Bryce had a
  conversation with a family member who was acting as the spokesperson for Mary
  at the time. Together, it was agreed upon that Window World would provide an
  additional discount of $1,994 to satisfy that family member’s wishes of Window
  World not needing to redo of fix any additional trim work around the windows. ALL
  window issues have been resolved. If there are additional window issues that
  fall under the warranty, they can be addressed by calling into the Window World
  of Omaha office and reaching the Service/Warranty department. This is only going
  to apply to the window manufacturer’s warranty.
  
  Siding Crew not speaking English: This is a very
  discriminatory complaint and Window World will not address this perceived issue
  as it is not relevant.
  
  Doorbell Wires: This issue has been addressed.
  
  Fascia/Gutters: Window World was never made aware of any
  gutter issues. The piece of fascia that blew off the property was due to storm
  damage and high winds, not due to the installation a “lack of nails”. Storm
  damage can occur the day after an install or a year after an install and the material
  costs would still not be covered under the warranty & would be the responsibility
  of the homeowner. This was communicated to Samantha in September of 2023. It
  has been communicated with Samantha that Window World will absolutely install
  the new material but the customer is responsible for the cost of that material.
  The text message that was sent to ***** on September 15th was not
  responded to as it was overlooked and that was a communication error on Window
  World’s part.
  
  Moving forward:
  Window World of Omaha will be contacting Samantha to attempt
  to resolve this together so the use of BBB as a mediator is, hopefully, no
  longer necessary. We are willing and able to install the piece of fascia that
  needs replaced. Window World will contact Sam next week. 

• Initial Complaint

  Date:10/09/2022

  Type:Delivery 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.

  On March 11. 2022, I requested a quote from Window World to purchase a replacement window. The sales rep by the name of Todd ***** was sent to my home to provide a quote. Mr. ***** was not the best salesman in providing customer service. Compared to other salesman I have dealt with in the past from Window World, they were by far the best. In the past, I have purchased several windows from this company when they went by name of ****************. B\etty was the owner and she provided extreme customer care and she was also extremely customer focused. I have already put down payment in the amount of $****** for windows I still do not have in my possession as of yet.
  
  When I discussed the timeframe with Mr. ***** on when I would be receiving the one window I ordered, he stated they were several months out. In fact, Mr. ***** stated I would receive these windows by the September October timeframe. I then informed to Mr. ***** by that time, I would be ready to receive the one window I purchased.
  
  I called back in September and spoke to Hannah. I asked Hannah when where my windows coming in. I informed to Hannah I had not received any notification or any status updates. She stated someone would get back to me because what I signed for was written in the contract. A couple of weeks ago I called and asked Hannah again what is the status of my windows. Again no one called to provide any updates. She stated I would have my windows at the end of September. End of September came and not windows. I then spoke to Bryce who is the owner and asked the status of my windows. After going back and forth he stated the week of October 9th.
  
  I received an email on October 3rd stated it will be another 4-6 weeks before I receive my windows. The contract I signed and agreed to was for my windows to arrive within 24-28 weeks. This has now been 30 weeks and two days and I still have not received my windows. I request my money refunded back immediately. Window World broke the contract
  

  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/10/10) */
  Hi Sheryl,
  
  We apologize that you haven't had the experience you were expecting. The email you received that indicated we would receive your product within the next 4-6 weeks is a generic email to our customers whose product has been released from our manufacturer and the timelines vary, based on the product. The email probably very misleading and frustrating especially since you had just spoken with our owner regarding your time line. The information that our owner gave you is correct so you can disregard that ETA email. Your product is shipping from our manufacturer on 10/10/2022 (today) and we will receive it on our next delivery which is Wednesday, October 12th. We understand you'd prefer a Saturday install and we will be in contact with to make that happen.
  
  I am sure Bryce spoke with you about our delays on the phone call you had a few days ago. Unfortunately, we are playing some catch up and are continuing to navigate the varying product delays from our manufacturer. We are looking forward to installing your window.
  
  Thanks for any understanding and patience you can throw our way.
  
  Thanks,
  window World Management
  
  
  Consumer Response /* (2000, 7, 2022/10/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  As long as my window is going to be received on the next delivery, I am ok with that. In the future, I ask the business to review their policies when it comes to providing status updates to the customers. This is how you lose your customers and lose your business!