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:03/28/2025

  Type:Product 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 ordered 9 window from Window World of *************** in July *************************** October 2016 -we paid $1996.00 we were told by we had a warranty on the window and workmanship as long as we lived in the home. -we were recently told by their office that the warranty was only 10 years....regardless, we are still within that period.And....we have been trying to get the problem corrected from day one. (10/2016)-4 of the nine windows are extermely hard to open....we noticed this approximately 3 days after they were installed we have been calling them for years now -they have been to the house approximately 8 times.....from day 1 they suggested that we use an oil or a wax on the windows so the slide easier...this remedy was not acceptable -this past Tuesday they came again and worked on the most difficult windows for hours the removed the window again and began to plane and sand the wood....this didn't work -then the employee told me that the wood frame which holds the windows had bowed because of the foam insulation that was squirted in there. He brought me over and showed me the problem i told him it was his installer who did that back when they were first installed. the installer told me we should do this or the windows wouldn't fit correctly...the installer (******) told me he would do it for me if i bought the foam insulation and if I paid him $10 per window....i agreed ......he insulated all 9 windows and just days later the windows were very difficult to open -2 of the windows have been removed and re-installed so many times that they are now out of spec.-the worker, on Tuesday, said he would go back to the office and recommend 2 replacement windows when we called yesterday to get an update the receptionist told us they were done with us and we could "take them to court" if we'd like we -my warranty on workmanship is still valid and i would like them to replace 2 windows

  Business Response

  Date: 03/28/2025

  3/17/2017 the two window in question were replaced the customer signed off on everything staying they were working as they should. On 11/15/2024 the customer called back stating the ********************* were hard to open and close. We sent a tech out he stated they were a little tight, on 3/26/2025 we sent our tech out to uninstall and reinstalled the windows he realized the framing around the windows was an hour glass shape so he reinstalled the windows and made sure he could open the windows with 1 finger, my tech noted the weight pocked as filled with an expansion form not used by our company he (my tech) called the office to check if window world was contract to insulated the weight pocket which Window World was not contracted to do such work. It was explained to my tech the customer has a shoulder injury/damage which can also be the reasoning why the customer has an issue opening and closing the window, my tech also watched the customer slamming the ********************* closed and explained she is causing damage to the window when slamming them closed in the manner she is slamming. It was explained to the customer that ******************************************* does not warranty work we are not contracted to do. If they paid someone under the table to do work Window World is not liable for the issue. The 1/8" that is open on the corner of the window is caused by the framing of the window being bowed. The window is opening and closing, as well as locking as it should. The customer was sent her contract and completion paperwork showing what we were contracted to do and what we completed. The customer made threats to post neg reviews on all social platforms which they have. This is just another attempt to have us correct an issue we Window World are not liable for. There is a 5 yr install warranty on the windows 

  Customer Answer

  Date: 03/31/2025

  This company and, this woman in particular, are so dishonest it's troubling.

  we did not have any "work done under the table"  their installer told unless we put in foam insulation - our windows would rattle when the winds blows hard and that we would have drafts in the winter.

  we believed him.  he told me to go and buy 9 cans and he would do it for us....at a charge of $10 per window of course.  it was most likely a side hustle to get more money from us since he also charged us $10 to remove one of our shutters as well.  i should have known then this company was suspect.  they told us they weren't responsible for anything their "subcontractor does"

  they've come to the house 7 or 8 times now and each time the installer tells us the same thing...."they should replace these 2 windows, they're never going to fit correctly"  but in the same breath they say "the company never replaces any window and never will.  they'd rather send us out 10 times.  Shame on them

  and i've never written a negative review about them, only honest ones and i'll continue to do so.

  People from ****** to ********** and every surrounding town in between need to know that there are better window companies out there.  I'm just lucky there are so many social websites to get on and alert the about Window World of Manchester.

   

  Business Response

  Date: 04/01/2025

  Nothing was note by the customer and or the contractor about additional work as it states on the completion form. The customer paid the contract directly to complete the insulated weight boxes, and bought the materials for the contractor. They did not want to pay the $85.00 per window to have the weight boxes insulated by Window World so they paid someone to do it cheaper. The customer did not notify the office that insulated weight boxes were done by the contractor they paid directly until we did the uninstall and reinstall  to assess the framing around the windows which. The customer signed off on the job stating everything was working and operating as it should in 2017 we did not hear back from her until late 2024 when she stated her windows were hard to open and close. Our tech went to the house house did the assessment as well as the uninstall and reinstall the windows were operating as they should opening and closing as well as locking, our tech could open the windows with 1 finger. 

  Theses windows were installed 9 years ago 2016, in 2017 the customer signed off stating everything was working as it should, it is now 2025 8 years after the windows were signed off on as working and operating properly. She is not cover under the labor warranty, and she paid a contractor directly and bought materials for him to do the work, this work is not covered by Window World.

   

   

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23128162
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 04/04/2025

  These people are so dishonest.  what they are saying is an absolute lie.

  they keep referring to "the contractor"....the contractor was their installer.  and we've been calling them for years. 

  I just hope people Stay away from this company

• Initial Complaint

  Date:08/31/2022

  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.

  Ordered a window (yes ONE window) from Window Works of New Hampshire on March 8. It is a bay window with two opening side windows. Contract said 16 too 18 weeks which put the delivery in mid - July They say part of it is in but they are waiting on a roof kit.They have given us several different stories as to why it is not in. 1. It is back ordered. 2. We were told it was on the manifest for the truck that was delivering an order and that it would be in the end pf the week. Two weeks passed and I called them and we were told it did not come in. 3. I spoke with someone who said the roof kit was put on the wrong truck and lost. 4. Was told that it was lost twice. 5. Today I was told it is not on tis weeks delivery and is backordered. Was told that it was being remade. When I asked why it was being remade the woman I spoke with said she made that up. Never heard about the part being "lost".
  I asked for a refund so we could get this window from a different company as we need it in before winter (the window on the house has no seal and one of the side windows only stays closed if we jam something into it. (we bought this house last October and knew we had to replace the window). We were told that we cannot get a refund - they have a $4000.00 deposit- because the contract says that we only have three days which to cancel. I feel that they have broken their part of the contract as we have no window and it is well past the due date.

  Business Response

  Date: 09/01/2022

  ****** is correct in the fact that they have been back ordering her roof kit for her window at the factory. 3 times it was on backordered. We have been keeping her posted as we do know it is past the estimated install timeframe and we can't install an unfinished window in the home. We do have a 3 day cancellation policy for them to cancel only within the first 3 days as this is a custom made product specific for her home and she agreed to it when she signed the contract. Our production manager reached out to her on 8/30 to discuss options and the estimated delivery the factory is giving us for her product. He made the decision that we would cancel this for her and refund the full deposit amount, and at that time ****** refused to cancel and get refunded as she wanted the window. We will be installing her product as soon as we receive all the necessary parts. 3-4 weeks estimated timeframe the factory has given us and we informed her. She agreed to wait for it. 

  Business Response

  Date: 09/26/2022

  Job has been completed. Customer has signed off and paid balance in full. She seemed extremely happy once all the work had been completed. 

  Customer Answer

  Date: 09/26/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17796577, and find that this resolution is satisfactory to me.
  
  

  yes I am happy with the work. The manager worked with us to resolve the issue and get the window installed. 
  

  thank you for your help
  
  
  
  Sincerely,
  
  
  
  ****** *******