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:08/15/2025

  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.

  When I contracted with this company everything was great. Happy with the price and the installation but the office is very lacking . I wes promised a copy of the lifetime transferable warranty and other paperwork and was told it would be given to me after job completion. I have yet to receive it. I was also promised in writing that the person that referred me would receive 50.00 and the have yet to have received it. My windows were installed on 5/3/2025 and I’m already paying on them yet they cannot seem to fulfill their promises. It may seem trivial compared to other things but I can only imagine if I need warranty work.

  

  Business Response

  Date: 08/18/2025

  The warranty packet was mailed out on 7/11/25. We will be happy to mail out another if it was never received. As for the referral gift card, we have a lengthy process for closing out jobs internally. The account is already noted in our system as being a referral and as soon it is closed out we will absolutely be mailing out the gift card. 

• Initial Complaint

  Date:07/23/2025

  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.

  On 6/11 I signed a contract for siding. I was told by the salesman that it would be 4-6 weeks. I followed up last week for a status and now he tells me that he never said that (even though it is written on the paperwork) and that he would check the status but it may be 6-10 weeks. That was a week ago and I have followed up multiple times for the update he promised and no response.
  
  I called the office and the young lady who answered the phone put me on hold for a while then came back to say no one there was available to speak with or give me information and she didn't know how to put me into voicemail.
  
  I know it hasn't been long, but I paid them the money with the understanding of the timeframe I was given.

  

  Business Response

  Date: 08/18/2025

  The stated time frames from this customer are untrue. We did schedule this installation project for 8/16/25 but have since decided to refund the customers deposit and cancel the contract. We will no longer be doing business with this customer as he has been untruthful in his complaint and all of his communication with our company. 

• Initial Complaint

  Date:05/27/2025

  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.

  Remaining issues that need to be address regarding the windows:
  1. Living room sash stoppers do not line up
  2. Exterior black wrapping on the front window needs to be rewrapped do the scrapes from when siding was left hanging on the front of the house
  3. Rear window by the back door needs the window ledge rewrapped due to being dented when the siding was being replaced
  
  The crew that was sent to complete the siding project included Rob and Diago. Rob was in charge, however he only stopped by on the first day and once or twice during the project. We were left with three Mexicans who did not speak English making it very difficult to communicate with them. This crew installed broken J-channels, put holes in the siding that should not have been in the siding, a vent cover in the front of the house that is oversized, the piece around the electrical outlet is off center, and the rear soffit was either damaged or had rot on the left side. This crew did come back and correct most of the siding issues. They corrected the corner post issues, and resided several areas of the house, including near the door where they installed a half piece of siding going halfway up the left side of the door. They did not address the electrical outl
  
  
  Remaining issues that need to be address regarding the siding:
  1. Soffit will need to be re-wrapped and we would like an explanation as to why this was allowed to happen.
  2. Siding that is bowing away from the house needs to be addressed.
  3. Siding that does not appear to be attached on the bottom run / driveway side of the house needs to be addressed.
  4. Oversized vent needs to be addressed.
  5. Electrical area needs to be centered.
  6. Explanation as to why nothing was cleaned / why it was left to the homeowners to deal with?

  

  Business Response

  Date: 06/24/2025

  I have reached out to the homeowner and have a second walkthrough of the property scheduled for Thursday 7/3/25. We will follow up after we have completed the walkthrough.

• Initial Complaint

  Date:11/04/2024

  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.

  On Sept 12 2024 Window World completed siding at my home at * ***** ** ********** ** *****. I was not home at the time of the completion. The foreman for this job was also not present during the time of the install and I was left with 3 gentleman at my house who did not speak any English at all which made the process very difficult when an issue had arisen. I had to use Google translate and this still was insufficient at times. after just a few days pass I noticed the siding starting to bow and siding detaching . After many calls to the business they finally sent their foreman who showed up with his son imo. a Saturday and he informed me it needed new siding to fix the current issues it he popped one piece back in. As time passes no call no follow through on the fix. As we wait for these issues to be fixed more siding keeps popping off in random places. I call and am told management would call back I'm giving a number ###-###-#### to send the picks too. I just want the issue resolved. This was a. expensive project and I just wanted done correctly and them to adhere to their warranty and send someone who actually knows how to fix the issue. Thank you for your time on this matter.

  

  Business Response

  Date: 11/25/2024

  We reached back out on 11/5 to see what needed to be addressed. We had the foreman visit the property on 11/16 to address an issue but needed to order some extra material. The material has since been delivered and we are scheduled to return on 11/27.

  Thank You

• Initial Complaint

  Date:08/26/2024

  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 signed a contract with Window World on 8/17/2021 to put all new windows and siding on my house and garage. This was done after there sales man Eddie ******* cam out and measured the windows and doors and gave me and my wife the price and estimated time that the work would start and finish and what to expect. At this time I gave a deposit of $39.250.00 Check #*** to be placed on schedule for the work to begin. After several months of waiting and countless phone calls that were not answered work stared around the 2nd week of December 2021. Once work started it was problem after problem, the widows did not fit or they were broken the new sliding glass doors were also not the right size. As the work continued it did not get any better when new windows were ordered to fix the broken ones or the wrong size windows the new ones that came had even more problems. Such as the window locks not working or the windows were bowed, out of square or damages to the frame and could not be put in. As work went on i was involved from the start of the day to the end of the day so I could keep up on the work being done per Window Worlds contract. Work continued until the contractor that stared the job pulled out because he said that there was to much going wrong with the job and materials he was not making any money and he had to go. Another contractor came out and attempted to complete the work several weeks later and I was told that he was done and the work was up to the standers that Window World and he sees fit. So at this point I still have windows that do not operate properly in regards to the locks not functioning properly the doors not closing properly, siding that is cracked and broken, calk around the windows & doors peeling and separated. There also is approximately 9 to 10 windows that have to be replaced because of holes drilled threw them by the contractors. I have made several attempts to contact them to finish as of 8/26/2024 no return calls have be attempted by them.

  

  Business Response

  Date: 09/26/2024

  Our office will reach out to Mr. **** on 9/27/24 to attempt to rectify any outstanding issues. We have been to the property on multiple occasions to attempt and get work completed to the customers satisfaction. As for communication to our office in August, that was never relayed to the proper party. We will contact Mr. **** to set up another site visit and see what products and or materials need to be addressed.   

  Customer Answer

  Date: 10/08/2024

  BBB spoke to the consumer on 10/7 and let us know they have not yet heard from you. I asked the consumer to give it another day to see if you called before I reached back out. The consumer just called to let me know they still have not heard from you. 

  

  Business Response

  Date: 10/11/2024

  Business replied that they did speak to consumer and plan to have follow up the week of Oct 14th

• Initial Complaint

  Date:08/23/2023

  Type:Delivery 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 ordered 19 windows in May of 2021- MULTIPLE mistakes ( wrong size windows received, incorrect windows received 5 times) I still am waiting for the replacement of a window due to a chip in the glass. I asked to speak to the manager MULTIPLE times with no response (until I said I would not pay them) he offered to take off the price of 1 window- not enough. Its been over 2 years. The salesman measured wrong to begin with, then ordered the wrong windows. This is totally unacceptable.

  

  Business Response

  Date: 12/26/2023

  BBB spoke to Nick at business and the following was relayed:

  We have left the customer multiple messages that the sashes are in and to set up an appointment to install. We left a voice message on August 4th, September 26th, 27th, and 28th with no reply back. Our installer also direct messaged her on Facebook with no reply back. We just need the customer to contact us to schedule an appointment.

• Initial Complaint

  Date:03/10/2023

  Type:Product 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.

  New windows ordered for our home 6/21 and were installed 1/22. After installation issues were noted with ice on hard wood floor in front of new sliding door and on multiple window sills. Significant condensation on both upper and lower panes of bedrooms windows. At that time contacted Albany office with contractor arriving 4/13/22 to reset sliding glass door and build J channel exterior, locks were noted not to align on one window which was to be replaced. We were informed at that time by the manager that came out, that the windows needed to adjust and sit longer which would result in a decrease in condensation within the year. Several months passed with continued condensation with significant ice build up once again on sills and hardwood floor noted in February. New pics taken in February of 2023 more than a year after installed to show this. It should be noted that the bedroom windows with the most condensation are also the coldest rooms in the house. Window world Albany office contacted again regarding ongoing issue with no return call after one week. Corporate office then contacted with report that owner of Albany office would call which did not occur. Corporate office recontacted again with no return call. Person at corporate office that initially answered the phone stated there should not be any condensation with these windows. What we purchased was a 10 year warranted window, at this point all windows other than the kitchen need replaced because they are junk. Moulding placed around windows cracked in several spots with overall poor workmanship. The attached pictures speak for themselves.

  

  Business Response

  Date: 03/16/2023

  Our office has now left two voicemails on the provided customer phone number. We had a service appointment scheduled for 5/14/22 to address an issue with the sliding glass door, which the customer canceled stating it was not needed. We will happily visit the property to address any ongoing concerns with product or installation. Please contact our office at you earliest convenience. 

  Customer Answer

  Date: 03/16/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  We contacted Window World of Albany 2/28 at 9:14 am with the receptionist pulling our file and leaving a message for the manager. No return call was received. The corporate office was called 3/8 and again 3/9 to report issue and we were informed the Albany office would call. 3/10 a call was received to my spouses phone when he was out of town. The second call was just received today. Yes we did cancel the 5/14/22 appt as they were just going to reset the sliding door which wasn’t the primary issue.Our bedroom windows are the primary issue. At this point I am concerned about having them return. 
  
  Regards, 
  
  ****** ******* 

  

  Business Response

  Date: 04/28/2023

  BBB spoke to Nick at business and the following was relayed: We did go out there on a weekend and spent the day addressing and rectifying the complaint issues. This was resolved.

  Customer Answer

  Date: 04/28/2023

  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.  
  
  Regards, 
  
  ****** *******