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:08/11/2025

  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.

  Subject: Window World of Central PA4370 ********************************: ************** On 07-30-2025 at 12:36 pm, I informed **** ****** that three of the windows were installed but there was a big problem with the fourth window. They ordered a really small window (48 inches) long. The window is more than 10 inches too small for the opening. I was told that they decided to do it that way because other houses on my block had their windows like that and that's what they do in area's like yours.. However, I didn't want that; I wanted a regular size window (58 inches) to fit the opening regardless of the warranty. Therefore, the installer put my old window back and I attempted to resolve the matter ********** 14:27 pm, **** ****** informed me that: I just spoke to our GM and they're ordering a bigger window. It will be in in about 3-4 weeks. However, on Thursday, August 7, 2025 at 12:05 PM, I received an email from their office stating that they would not be giving me a larger window because they install small windows for customers and thats the way ******************************************* does for all of their customers. I have had three (3) definitive phone conversations with this office and they have refused to give me a properly sized window.I informed them that I would waive the warranty for the last window and install it myself. Therefore I am without a window and the problem remains unresolved.Also, the contract called for my windows to be capped, however the installer refused to put any aluminum capping on the window ***** of any of the newly installed windows.The old dented and stained metal that was installed more than 15 years ago remains on those window ***** despite the terms of the contract.I am requesting that you investigate this matter and take appropriate action. I would like to have this office purchase a new window (24 and inches) wide, and (58 and inches) long to fit the window opening.

  Business Response

  Date: 08/14/2025

  Dear ******* *****,
  We appreciate the opportunity to respond to Mr. ******* concerns regarding his window installation project, which began with a signed contract on July 24, 2025. We understand his frustration and are committed to providing a clear and factual account of the events and our actions.

  On July 14, 2025, our technicians conducted a measurement visit at Mr. ******* property, during which the installation method for the fourth windowfeaturing a round exterior and square interiorwas thoroughly explained. A nearby window installed using the same method was referenced as an example, Mr. ****** did not express any objections at that time. When he signed the contract on July 24, this installation approach was explicitly documented in the Exterior Repair section.

  During installation on July 30, three windows were successfully installed.  Upon beginning installation of the fourth, Mr. ****** objected to the size and method and halted the process. Our installer then re-installed the original window and secured the opening.

  After evaluating the request for a larger window, we determined that the alternative installation method posed performance risks and was inconsistent with our standards. As a result, on August 7, we informed ********* that we could not proceed with the change and issued a revised contract excluding the fourth window.

  Regarding Mr. ******* concern about aluminum capping, the signed contract included standard exterior capping, which was provided where necessary. Aluminum capping typically does not extend to horizontal sill plates unless explicitly specified or required, and the capping of existing metal ***** was neither contracted nor quoted. The existing sill metal remains in place because it was outside the agreed scope of work.

  As for Mr. ******* statement that he offered to waive the warranty and install the window himself, we appreciate his willingness to find a resolution, however our company policy typically prohibits us from supplying products outside our installation and warranty terms due to liability, safety,and performance considerations. This was why we offered a revised contract on August 7, removing the disputed window and adjusting the cost accordingly. As of August 12, Mr. ****** had acknowledged our communication but had not signed the revised agreement or submitted payment for the completed work. He also disputed the full charges with our financier.

  In the interest of finalizing this matter, and after reviewing Mr. ******* most recent requests and all prior communications, we have extended two clear options for resolution which are outside our normal standards.

  Option 1 is a contract adjustment allowing Mr. ****** to self-install a window at his requested size. Under this option, the total adjusted contract amount would be $4,645.00, charged to ****************. Window World would agree to order and deliver the window with the specified dimensions (approx. *****" H x 24.5" W) without warranty or liability, as the measurements were not obtained by our certified technicians. Installation and all related work for this fourth window will be the sole responsibility of the customer.

  Option 2 is a full closeout of the current contract, with no additional window provided. This option adjusts the total contract amount to $3,857.00, reflecting the three windows successfully installed as of July *******.
  We have requested that Mr. ****** select one of these options of resolution. If no response is received within a reasonable timeframe, we would like to proceed with closing the contract under Option 2 and pursue final payment for the completed work.

  Window World of Central PA has made consistent, good-faith efforts to communicate, adjust the project scope, and offer reasonable solutions. We remain committed to resolving this matter professionally and within the bounds of our contractual obligations.
  Thank you. 

  Customer Answer

  Date: 08/15/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23722172
  
  I am rejecting this response because:
  
  On 07/05/2025, we entered into a contract for the installation of four (4) custom measured to fit windows in the master bedroom.
  All of the measurements were for custom-fit windows.
  However, Window World has failed to fulfill its contractual obligations by only installing three (3) custom-fit windows.
  The contract explicitly requires the installation of four (4) windows, and therefore Window World's refusal to install the fourth ****************************** constitutes a material breach of the agreement.
  They ordered a really small window (48 inches) long.   The window is more than 10 inches too small for the opening and is a Stock-sized window which costs substantially less that the $765.00 that was contracted for.
  Plaintiff Scales was told that they decided to do it that way because other houses on his block had their windows like that.
  The houses which Window World attempted to mimic are in  an African-American area and are transient-living houses and suspected crack houses.
   Plaintiff Scales is a homeowner and didn't want that; he contracted for a custom-fit window (24 and 1/2 inches) (58 and 1/4 inches) to fit the opening regardless of the warranty. 
   The whole purpose of Plaintiff ordering windows is so that it would fit and to can get the R-value and everything that comes with the window.  
  On Thursday,August 7, 2025 at 12:05 PM, Plaintiff received an email from their office stating that they would not be giving him a larger window because they install small windows for customers and thats the way ******************************************* does for customers in his area.
  Plaintiff has had three (3) definitive phone conversations with this office and they have refused to give him a properly sized window.
  Plaintiff informed them that he would waive the warranty for the last window and install it himself. 
  Also, the contract called for his windows to be cappedwith metal. However, the installer refused to put any aluminum capping on the window ***** of any of the newly installed windows and did not cap the area above the windows installed.
  The old dented and stained metal that was installed more than 15 years ago remains on those window ***** and the top of the installed remains despite the terms of the contract.
  The fourth window was more than 10 inches smaller than the opening and did not meet building code requirements which mandate a building permit to substantially reduce window size. [1]
  It is Window World's responsibility to provide compliant windows or seek approval for any deviations.[2]
  We request that Window World take immediate action to rectify this breach by:
  Window World of Central PA installing the fourth window as specified in the contract and ensuring compliance with all applicable building codes and not shrinking the size of the opening which requires a building permit; and could subject Scales to fines from the City of *****
  
  Window World of Central PA to Purchase a custom-fit window of (24 and inches) (58 and 1/4 inches) to fit the opening regardless of the warranty. 
  
  Window World of Central PA to return and complete the contracted capping of the window ***** and tops of the three (3) installed windows.
  
  Window World of Central PA to return after Plaintiff Scales has installed the fourth window to perform the contracted window capping on the fourth window.
  
  
  
         Sincerely,
  
  (s):  ________________________________________
         ****** D. ****** **** Plaintiff
         ************************************
         ****,** 17403-2407
         (717) 889-5173
         **************
         ***************************
  
  
  [1] ******. Permit requirements and exemptions. (c) A permit is not required for the exceptions listed in 403.1(b) (relating to scope) and the following construction as long as the work does not violate a law or ordinance:
  (xiii)Window replacement without structural change.
  

  [2] R310.2.5 Replacement windows.
  Replacement windows installed in buildings meeting the scope of this code shall be exempt from the maximum sill height requirements of Section R310.2.2 and the requirements of Section R310.2.1, provided that the replacement window meets the following conditions:
  
  The replacement window is the manufacturer's largest standard size window that will fit within the existing frame or existing rough opening. The replacement window is of the same operating style as the existing window or a style that provides for an equal or greater window opening area than the existing window.
  ************************************************************************************************* (Emphasis added)
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 08/19/2025

  They ordered a really small window (48 inches) long. The window is more than 10 inches too small for the opening and is a Stock-sized window which costs substantially less that the $765.00 that was contracted for. Plaintiff Scales was told that they decided to do it that way because other houses on his block had their windows like that. The houses which Window World attempted to mimic are in an African-American area and are transient-living houses and suspected crack houses. On Thursday, August 7, 2025 at 12:05 PM, Plaintiff received an email from their office stating that they would not be giving him a larger window because they install small windows for customers and thats the way ******************************************* does for customers in his area. Also, the contract called for his windows to be capped with metal. However, the installer refused to put any aluminum capping on the window ***** of the windows and did not cap the area above the windows installed. The fourth window was more than 10 inches smaller than the opening and did not meet building code requirements which mandate a building permit to substantially reduce window size. We request that Window World take immediate action to rectify this breach by: ? Window World of Central PA to Purchase a custom-fit window of (24 and inches) (58 and 1/4 inches) to fit the opening regardless of the warranty. ? Window World of Central PA to return and complete the contracted capping of the window ***** and tops of the three (3) installed windows. ? Window World of Central PA to return after Plaintiff Scales has installed the fourth window to perform the contracted window capping on the fourth window. ? Obtaining our approval for any modifications or substitutions to the original contract specifications.
  
  Desired Resolution:
  Billing Adjustment

  Business Response

  Date: 08/21/2025

  Hello,

  We have received Mr. ****** response and decision to reject our previous communication. We would like to take this opportunity to address several points he raised in his self-submitted complaint.

  First, regarding his claim regarding stock size windows:Window World does not carry or order stock-sized windows. Each window is custom ordered based on precise measurements taken by our trained technicians (I have attached the measure sheet for reference). We are uncertain where Mr. ****** obtained the pricing information referenced in his complaint, as it does not align with any quotes or documentation provided directly by Window World.

  Second, Mr. ****** mentions an issue with the window capping and alleges there was a conversation with the installer about it. After speaking with the contractor assigned to his project, we were informed that there was no discussion regarding dissatisfaction with the capping. In fact,the installer described Mr. ****** as friendly and complimentary about the work performed. The first indication of any concern regarding the capping appeared in the written complaint; there has been no direct communication with our office regarding this issue, nor have we received any supporting evidence such as photos or video. Our installer has confirmed that all capping required under the terms of the contract was completed.

  Lastly, Mr. ****** asserts that our work does not meet building code requirements and cites a source in support of his claim. It is important to clarify that our work involved replacement windows, and at no point were we altering the structural opening. The installation method we used involved building down within the existing arched opening to square off the window. Contrary to Mr. ******* assumptions about this approach, it is a standard and widely accepted method for ensuring a proper seal and caulking. This technique is used not only for functional integrity but also to achieve a cleaner, more finished appearance.

  We remain committed to providing high-quality service and transparency throughout our projects.
  Our final offer will remain the same:

  Option 1 is a contract adjustment allowing Mr. ****** to self-install a window at his requested size. Under this option, the total adjusted contract amount would be $4,645.00, charged to ****************. Window World would agree to order and deliver the window with the specified dimensions (approx. *****" H x 24.5" W) without warranty or liability, as the measurements were not obtained by our certified technicians. Installation and all related work for this fourth window will be the sole responsibility of the customer.

  Option 2 is a full closeout of the current contract, with no additional window provided. This option adjusts the total contract amount to $3,857.00, reflecting the three windows successfully installed as of July *******.
  

  If Mr. ****** does not reach out directly or accept either of these options on or before September 5th, we will proceed with Option 2 and charge the authorized financial agreement. 

  Customer Answer

  Date: 08/23/2025

  
  TO:   BBB serving ******************* & ********************
  *************************
  *********************************************
  
  FROM:         ****** D. ****** Jr.
                      ************************************
                      ****, ** 17403-2407
                      ***************************
                      **************
                      **************
  
  RE:     Complaint #********
  
  Window World BBB response- Copy SCALES REPLY
  
  I have received Window Worlds response to my rejection, and would like to take this opportunity to address several points they raised in their reply.
  
  First, regarding his claim regarding stock size windows: Window World does not carry or order stock-sized windows. Each window is custom ordered based on precise measurements taken by our trained technicians.
  
  RESPONSE: Their trained technicians measured the window 10 and inches too small for the opening, and therefore Window World admits that Plaintiff Scales window was not custom measuredor ordered for his home.
  Stock or Standard Size is a term used in construction and window manufacturing to denote general window sizes as opposed to custom measured windows.
  A competent window company would know this information. See below
   Window Types and Sizes
  What are standard sizes for double-hung windows?
  Double-Hung Window Sizes | Modernize
  Standard double-hung window sizes typically range from 24 to 48 inches in width and 36 to 72 inches in height. Common widths include 24, 28, 32, 40, 44, and 48 inches, while common heights include 36, 44, 48, 52,54, 60, 62, and 72 inches. These sizes are commonly found in new construction and are readily available as replacement windows.
  This video explains the standard sizes for double hung windows and how to measure for them:
  - Double-Hung Windows: ***** inches wide, ***** inches tall.
  Common sizes include 24" x 36", 36" x 60".
  Standard Window Size Notations Window sizes are often represented by a four-digit code, indicating the width and height in feet and inches. For example :
  2030: 2 feet wide x 3 feet high (24" x 36")
  3020: 3 feet wide x 2 feet high (36" x 24")
  5040: 5 feet wide x 4 feet high (60" x 48")
  
  The window that Window World attempted to install was ***** inches and was 10 and1/2 inches too small.
  
  We are uncertain where Mr. ****** obtained the pricing information referenced in his complaint, as it does not align with any quotes or documentation provided directly by Window World. (We provided a copy of the measure sheet that was taken at the 7/14)
  
  RESPONSE:  At the very top of the original; contract it states:
  
  4  4000 Series Double Hung  $765     $3,060
  
  (See Contract filed with complaint)
  
  Apparently, Window World was misleading Plaintiff Scales on window prices in order to surprise him with a much smaller and thus cheaper windowon installation?  
  They make it clear that the use this fraudulent window pricing on unsuspecting African-American homeowners?
  However, Plaintiff Scales has extensive window/construction experienceand made them halt the illegal installation of the fourth window.
  If the contract supported purchasing a smaller crack house installation,one of the four (4) windows would have been priced much lower,and would not have had the exact pricing as the other three (3) windows in the contract.
  
  Second, Mr. ****** mentions an issue with the window capping and alleges there was a conversation with the installer about it.  After speaking with the contractor assigned to his project, we were informed that there was no discussion regarding dissatisfaction with the capping.
  
  RESPONSE:  Scales, in fact, asked the contractor:  Arent you going to cap the top and bottom of the windows?   The contractor stated that:  I was but the old capping goes too far behind where the new window is set in and it would take too much work. See (attached window capping photos #1-3)
  
  This conversation was had while Plaintiff Scales was leaning out of the window when the capping was being installed.
  
  Scales was forced to assist the contractor with both the removal and installation of the windows because of exterior trim damage that was occurring and to speed the process which took more than (8 hours).
  
  
   In fact, the installer described Mr. ****** as friendly and complimentary about the work performed. The first indication of any concern regarding the capping appeared in the written complaint; there has been no direct communication with our office regarding this issue, nor have we received any supporting evidence such as photos or video.
  
  RESPONSE:  Plaintiff Scales was complimentary of the capping on the window in the rear of the house that was contracted for in the amended contract.
  
  The capping on that window was outstanding; and ironically has capping on the TOP, SIDES and BOTTOM as required for any capping to stop water infiltration. See (attached Rear window capping photo # 4)
  
  Our installer has confirmed that all capping required under the terms of the contract was completed.
  
  RESPONSE: If only capping the sides of the window was all that was required, the contractor would not have capped the entire rear window, and would have left the window top and sill uncovered. See (attached photo of rear window).  The contract provides for a custom measured window and not for a large hole above the window for intruders and air infiltration.
  
  Lastly, Mr. ****** asserts that our work does not meet building code requirements and cites a source in support of his claim. It is important to clarify that our work involved replacement windows, and at no point where we altering the structural opening.
  
  RESPONSE:  Window World attempted to install a 48 in window into a 58 and long rough opening.   They seem to be proud of such ineptitude, however the law and building do not agree, and by that fact they have breached the contract.
  
  Their technique would leave a hole above the window with no brick covering to stop air and the window would have been a dangerous egress issue in case of a fire.
  
  See ******. Permit requirements and exemptions. (c) A permit is not required for the exceptions listed in 403.1(b) (relating to scope) and the following construction as long as the work does not violate a law or ordinance:
  
  The installation method we used involved building down within the existing arched opening to square off the window. Contrary to Mr. ******* assumptions about this approach, it is a standard and widely accepted method for ensuring a proper seal and caulking. This technique is used not only for functional integrity but also to achieve a cleaner, more finished appearance.
  
  RESPONSE: Squaring a window down 10 and inches is, in fact and law, a structural changeto the exterior cladding of Plaintiff Scales home.   Therefore Window Worlds standard installation violates the building code and would have subjected Scales to fines for noncompliance.
  
  See (xiii)Window replacement without structural change.
  
  R310.2.5 Replacement windows.
  Replacement windows installed in buildings meeting the scope of this code shall be exempt from the maximum sill height requirements of Section R310.2.2 and the requirements of Section R310.2.1, provided that the replacement window meets the following conditions:
  
  The replacement window is the manufacturer's largest standard size window that will fit within the existing frame or existing rough opening. The replacement window is of the same operating style as the existing window or a style that provides for an equal or greater window opening area than the existing window.
  
  ************************************************************************************************* (Emphasis added)
  Yes, you need a permit to make a window smaller because it involves altering the building's structure, which often requires a permit to ensure safety and code compliance. 
  You must contact your local building department in ****,**, to determine if a permit is required, as rules vary by municipality and depend on factors like whether the window is a structural opening or an egress window. 
  Why a Permit Is Likely Needed
  Structural Changes:
  Reducing the size of a window involves cutting into and altering the existing wall structure, which is considered a significant change and generally requires a permit. 
  Egress Requirements:
  If the window is a bedroom window, it may be an egress window required by code to provide a safe exit in an emergency. Reducing its size could make it non-compliant, and an inspector would likely catch this. 
  Safety & Code Compliance:
  Permits are in place to ensure that work is performed to code, protecting against issues like energy loss, moisture problems, and structural weaknesses. 
  Steps to Take
  1. Contact the Local Building Department:
  This is the most crucial step, as building codes and permit requirements differ significantly by location. 
  2. Explain Your Project:
  Describe exactly what you plan to do to the window opening. 
  3. Inquire About Egress Requirements:
  If it's for a bedroom, ask if the window is an egress window and what the minimum size requirements are. 
  4. Understand the Inspection Process:
  If a permit is required, there will likely be inspections to ensure your work meets safety standards.  In this matter Window World informed neither Plaintiff Scales nor the City of York of their plan to shrink his window by 10 and 1/2 inches.
  Therefore, any costs associated with their illegal squaring down work were illegally inserted into the contract by Window World and thus cannot be charged to ***** Fargo.
  Our final offer will remain the same:
  
  RESPONSE:
  
  PLAINTIFF SCALESOFFER:
  
  Option 1:   is a contract adjustment allowing Mr. ****** to self-install a window at his requested size.
  Under this option, the total adjusted contract amount would be $2,935.00, charged to ***** Fargo. 
  Window World would agree to order and deliver the window with the specified dimensions (approx. *****" H x 24.5" W) without warranty or liability, as the measurements were not obtained by their certified technicians.
  Installation and all related work for this fourth window will be the sole responsibility of Plaintiff Scales.
  
  
  Option 2:   is a full closeout of the current contract,with no additional window provided.
  This option adjusts the total contract amount to $2295.00, reflecting the three windows partially installed and capped as of July 30, 2025.
  
  
  
  
         Respectfully Submitted,
  
  (s):  ****** D.****** Jr.
         ****** D. ****** **** Plaintiff
         *********************
         ****, ** 17403-2407
         (717) 889-5173
         **************
         ***************************
  
  
  Dated:  August *******

  Business Response

  Date: 08/25/2025

  Good Afternoon, 

  We received a direct response from Mr. ****** on Saturday 8/23 at 730pm and we responded 8/25 at 12:40pm. We wanted to provide a record on file, as we do see Mr. ****** provided some additional photos to this account and these were provided in our email. Please see our final response via email that is attached and I added a copy to the body of this text box. Thank you. 

   

  Good Afternoon ******,
  Following up on our previous communication, we have reviewed the latest materials submitted and at this time, do not see anything that warrants further action on our part. Based on our assessment we found that many statements added below are not factual. To reiterate:
  
  We remain in compliance with applicable building codes
  We have already addressed the stock size window concern
  The submitted photos do not depict areas which we would be required to cap under the contract signed
  The final (photo #4) photo appears to show a completely different window, which was not installed by our team. We are not aware of what was contracted for that installation.
  
  As previously stated, our two offers remain the same.
  If we do not receive an acceptance, we will move forward with Option Two as of September 5, 2025.
  
  Option 1 is a contract adjustment allowing Mr. ****** to self-install a window at his requested size. Under this option, the total adjusted contract amount would be $4,645.00, charged to ****************. Window World would agree to order and deliver the window with the specified dimensions (approx. *****" H x 24.5" W) without warranty or liability, as the measurements were not obtained by our certified technicians. Installation and all related work for this fourth window will be the sole responsibility of the customer.
  
  Option 2 is a full closeout of the current contract, with no additional window provided. This option adjusts the total contract amount to $3,857.00, reflecting the three windows successfully installed as of July *******.
  
  Please let us know if you have any further questions. I will also be submitting a copy of this email response to the BBB along with your information below.
  
  Thank you,
  **************** Team
  ********************
  ************
  *************************************************************************
  
  From: ****** D. *********************************************
  Sent: Saturday, August 23, 2025 7:30 PM
  To: **************** <****************************************************************************************************************>
  Subject: Window World BBB response- Copy SCALES REPLY
  
  
  TO:   BBB serving ******************* & ********************
  **************************************
  *********************************************
  
  FROM:         ****** D. ****** Jr.
                     *********************
                     ****, ** 17403-2407
                     ***************************
                     **************
                     **************
  
  RE:     Complaint #********
  
  Window World BBB response- Copy SCALES REPLY
  
  I have received Window Worlds response to my rejection, and would like to take this opportunity to address several points they raised in their reply.
  
  (1)  First,regarding his claim regarding stock size windows: Window World does not carry or order stock-sized windows. Each window is custom ordered based on precise measurements taken by our trained technicians.
  
  RESPONSE: Their trained technicians measured the window 10 and inches too small for the opening, and therefore Window World admits that Plaintiff Scales window was not custom measured or ordered for his home.
  Stock or Standard Size is a term used in construction and window manufacturing to denote general window sizes as opposed to custom measured windows.
  A competent window company would know this information. See below
   Window Types and Sizes
  What are standard sizes for double-hung windows?
  Double-Hung Window Sizes | Modernize
  Standard double-hung window sizes typically range from 24 to 48 inches in width and 36 to 72 inches in height. Common widths include 24, 28, 32, 40, 44, and 48 inches, while common heights include 36, 44, 48, 52, 54, 60, 62, and 72 inches.These sizes are commonly found in new construction and are readily available as replacement windows.
  This video explains the standard sizes for double hung windows and how to measure for them:
  - Double-Hung Windows: ***** inches wide, ***** inches tall.
  Common sizes include 24" x 36", 36" x 60".
  Standard Window Size Notations Window sizes are often represented by a four-digit code, indicating the width and height in feet and inches. For example :
          2030:2 feet wide x 3 feet high (24" x 36")
          3020:3 feet wide x 2 feet high (36" x 24")
          5040:5 feet wide x 4 feet high (60" x 48")
  
  The window that Window World attempted to install was ***** inches and was 10 and1/2 inches too small.
  
  (2)  We are uncertain where Mr. ****** obtained the pricing information referenced in his complaint, as it does not align with any quotes or documentation provided directly by Window World. (We provided a copy of the measure sheet that was taken at the 7/14)
  
  RESPONSE:  At the very top of the original; contract it states:
  
  4  4000 Series Double Hung  $765     $3,060
  
  (See Contract filed with complaint)
  
  Apparently, Window World was misleading Plaintiff Scales on window prices in order to surprise him with a much smaller and thus cheaper window on installation?  
  They make it clear that the use this fraudulent window pricing on unsuspecting African-Americanhomeowners?
  However, Plaintiff Scales has extensive window/construction experience and made them halt the illegal installation of the fourth window.
  If the contract supported purchasing a smaller crack house installation, one of the four (4)windows would have been priced much lower, and would not have had the exact pricing as the other three (3) windows in the contract.
  
  (3)  Second,Mr. ****** mentions an issue with the window capping and alleges there was a conversation with the installer about it.  After speaking with the contractor assigned to his project, we were informed that there was no discussion regarding dissatisfaction with the capping.
  
  a.     RESPONSE:  Scales, in fact, asked the contractor:  Arent you going to cap the top and bottom of the windows?   The contractor stated that:  I was but the old capping goes too far behind where the new window is set in and it would take too much work. See (attached window capping photos #1-3)
  
  b.    This conversation was had while Plaintiff Scales was leaning out of the window when the capping was being installed.
  
  c.     Scales was forced to assist the contractor with both the removal and installation of the windows because of exterior trim damage that was occurring and to speed the process which took more than (8 hours).
  
  
  (4)   In fact, the installer described Mr. ****** as friendly and complimentary about the work performed. The first indication of any concern regarding the capping appeared in the written complaint; there has been no direct communication with our office regarding this issue, nor have we received any supporting evidence such as photos or video.
  
  a.     RESPONSE:  Plaintiff Scales was complimentary of the capping on the window in the rear of the house that was contracted for in the amended contract.
  
  b.    The capping on that window was outstanding; and ironically has capping on the TOP, SIDES and BOTTOM as required for any capping to stop water infiltration. See (attached Rear window capping photo # 4)
  
  (5)  Our installer has confirmed that all capping required under the terms of the contract was completed.
  
  a.     RESPONSE: If only capping the sides of the window was all that was required, the contractor would not have capped the entire rear window, and would have left the window top and sill uncovered. See (attached photo of rear window).  The contract provides for a custom measured window and not for a large hole above the window for intruders and air infiltration.
  
  (6)  Lastly,Mr. ****** asserts that our work does not meet building code requirements and cites a source in support of his claim. It is important to clarify that our work involved replacement windows, and at no point where we altering the structural opening.
  
  a.     RESPONSE:  Window World attempted to install a 48 in window into a 58 and long rough opening.   They seem to be proud of such ineptitude, however the law and building do not agree, and by that fact they have breached the contract.
  
  b.    Their technique would leave a hole above the window with no brick covering to stop air and the window would have been a dangerous egress issue in case of a fire.
  
  c.     See ******. Permit requirements and exemptions. (c) A permit is not required for the exceptions listed in 403.1(b) (relating to scope) and the following construction as long as the work does not violate a law or ordinance:
  
  (7)  The installation method we used involved building down within the existing arched opening to square off the window. Contrary to Mr. ******* assumptions about this approach, it is a standard and widely accepted method for ensuring a proper seal and caulking. This technique is used not only for functional integrity but also to achieve a cleaner, more finished appearance.
  
  RESPONSE: Squaring a window down 10 and inches is, in fact and law, a structural change to the exterior cladding of Plaintiff Scales home.   Therefore Window Worlds standard installation violates the building code and would have subjected Scales to fines for noncompliance.
  
  See (xiii)Window replacement without structural change.
  
  R310.2.5 Replacement windows.
  Replacement windows installed in buildings meeting the scope of this code shall be exempt from the maximum sill height requirements of Section R310.2.2 and the requirements of Section R310.2.1, provided that the replacement window meets the following conditions:
  
  1.     The replacement window is the manufacturer's largest standard size window that will fit within the existing frame or existing rough opening. The replacement window is of the same operating style as the existing window or a style that provides for an equal or greater window opening area than the existing window.
  
  *************************************************************************************************(Emphasis added)
  Yes, you need a permit to make a window smaller because it involves altering the building's structure, which often requires a permit to ensure safety and code compliance. 
  You must contact your local building department in ****,**, to determine if a permit is required, as rules vary by municipality and depend on factors like whether the window is a structural opening or an egress window. 
  Why a Permit Is Likely Needed
          Structural Changes:
  Reducing the size of a window involves cutting into and altering the existing wall structure, which is considered a significant change and generally requires a permit. 
          Egress Requirements:
  If the window is a bedroom window, it may be an egress window required by code to provide a safe exit in an emergency. Reducing its size could make it non-compliant, and an inspector would likely catch this. 
          Safety & Code Compliance:
  Permits are in place to ensure that work is performed to code, protecting against issues like energy loss, moisture problems, and structural weaknesses. 
  Steps to Take
  1.     1. Contact the Local Building Department:
  This is the most crucial step, as building codes and permit requirements differ significantly by location. 
  2.     2. Explain Your Project:
  Describe exactly what you plan to do to the window opening. 
  3.     3. Inquire About Egress Requirements:
  If it's for a bedroom, ask if the window is an egress window and what the minimum size requirements are. 
  4.     4. Understand the Inspection Process:
  If a permit is required, there will likely be inspections to ensure your work meets safety standards.  In this matter Window World informed neither Plaintiff Scales nor the City of York of their plan to shrink his window by 10 and 1/2 inches.
  Therefore, any costs associated with their illegal squaring down work were illegally inserted into the contract by Window World and thus cannot be charged to ***** Fargo.
  Our final offer will remain the same:
  
  RESPONSE:
  
  PLAINTIFF SCALESOFFER:
  
  Option 1:   is a contract adjustment allowing Mr. ****** to self-install a window at his requested size.
  Under this option,the total adjusted contract amount would be $2,935.00, charged to ***** Fargo. 
  Window World would agree to order and deliver the window with the specified dimensions (approx. *****" H x 24.5" W) without warranty or liability, as the measurements were not obtained by their certified technicians.
  Installation and all related work for this fourth window will be the sole responsibility of Plaintiff Scales.
  
  
  Option 2:   is a full closeout of the current contract, with no additional window provided.
  This option adjusts the total contract amount to $2295.00, reflecting the three windows partially installed and capped as of July *******.
  
  
  
  
         Respectfully Submitted,
  
  (s):  ****** D. ****** Jr.
        ****** D. ****** **** Plaintiff
        *********************
        ****, ** 17403-2407
        (717)  889-5173
        **************
         ***************************
  
  
  Dated:  August 23, 2025

  Customer Answer

  Date: 09/06/2025

  
  TO:  BBB serving ******************* & ********************
  *************************
  *********************************************
  
  FROM:         ****** D. ****** Jr.
                      *********************
                      ****, ** 17403-2407
                      ***************************
                      **************
                      **************
  
  RE:     Complaint #********
  
  Window World BBB response- Copy SCALES REPLY
  
  I have received Window Worlds response to my rejection, and would like to take this opportunity to address several points they raised in their reply.
  
  First, regarding his claim regarding stock size windows: Window World does not carry or order stock-sized windows. Each window is custom ordered based on precise measurements taken by our trained technicians.
  
  RESPONSE: Their trained technicians measured the window 10 and inches too small for the opening, and therefore Window World admits that Plaintiff Scales window was not custom measuredor ordered for his home.
  Stock or Standard Size is a term used in construction and window manufacturing to denote general window sizes as opposed to custom measured windows.
  A competent window company would know this information. See below
   Window Types and Sizes
  What are standard sizes for double-hung windows?
  Double-Hung Window Sizes | Modernize
  Standard double-hung window sizes typically range from 24 to 48 inches in width and 36 to 72 inches in height. Common widths include 24, 28, 32, 40, 44, and 48 inches, while common heights include 36, 44, 48, 52,54, 60, 62, and 72 inches. These sizes are commonly found in new construction and are readily available as replacement windows.
  This video explains the standard sizes for double hung windows and how to measure for them:
  - Double-Hung Windows: ***** inches wide, ***** inches tall.
  Common sizes include 24" x 36", 36" x 60".
  Standard Window Size Notations Window sizes are often represented by a four-digit code, indicating the width and height in feet and inches. For example :
  2030: 2 feet wide x 3 feet high (24" x 36")
  3020: 3 feet wide x 2 feet high (36" x 24")
  5040: 5 feet wide x 4 feet high (60" x 48")
  
  The window that Window World attempted to install was ***** inches and was 10 and1/2 inches too small.
  
  We are uncertain where Mr. ****** obtained the pricing information referenced in his complaint, as it does not align with any quotes or documentation provided directly by Window World. (We provided a copy of the measure sheet that was taken at the 7/14)
  
  RESPONSE:  At the very top of the original; contract it states:
  
  4  4000 Series Double Hung  $765     $3,060
  
  (See Contract filed with complaint)
  
  Apparently, Window World was misleading Plaintiff Scales on window prices in order to surprise him with a much smaller and thus cheaper windowon installation?  
  They make it clear that the use this fraudulent window pricing on unsuspecting African-American homeowners?
  However, Plaintiff Scales has extensive window/construction experienceand made them halt the illegal installation of the fourth window.
  If the contract supported purchasing a smaller crack house installation, one of the four (4) windows would have been priced much lower,and would not have had the exact pricing as the other three (3) windows in the contract.
  
  Second, Mr. ****** mentions an issue with the window capping and alleges there was a conversation with the installer about it.  After speaking with the contractor assigned to his project, we were informed that there was no discussion regarding dissatisfaction with the capping.
  
  RESPONSE:  Scales, in fact, asked the contractor:  Arent you going to cap the top and bottom of the windows?   The contractor stated that:  I was but the old capping goes too far behind where the new window is set in and it would take too much work. See (attached window capping photos #1-3)
  
  This conversation was had while Plaintiff Scales was leaning out of the window when the capping was being installed.
  
  Scales was forced to assist the contractor with both the removal and installation of the windows because of exterior trim damage that was occurring and to speed the process which took more than (8 hours).
  
  
   In fact, the installer described Mr. ****** as friendly and complimentary about the work performed. The first indication of any concern regarding the capping appeared in the written complaint; there has been no direct communication with our office regarding this issue, nor have we received any supporting evidence such as photos or video.
  
  RESPONSE:  Plaintiff Scales was complimentary of the capping on the window in the rear of the house that was contracted for in the amended contract.
  
  The capping on that window was outstanding; and ironically has capping on the TOP, SIDES and BOTTOM as required for any capping to stop water infiltration. See (attached Rear window capping photo # 4)
  
  Our installer has confirmed that all capping required under the terms of the contract was completed.
  
  RESPONSE: If only capping the sides of the window was all that was required, the contractor would not have capped the entire rear window, and would have left the window top and sill uncovered. See (attached photo of rear window).  The contract provides for a custom measured window and not for a large hole above the window for intruders and air infiltration.
  
  Lastly, Mr. ****** asserts that our work does not meet building code requirements and cites a source in support of his claim. It is important to clarify that our work involved replacement windows, and at no point where we altering the structural opening.
  
  RESPONSE:  Window World attempted to install a 48 in window into a 58 and long rough opening.   They seem to be proud of such ineptitude, however the law and building do not agree, and by that fact they have breached the contract.
  
  Their technique would leave a hole above the window with no brick covering to stop air and the window would have been a dangerous egress issue in case of a fire.
  
  See ******. Permit requirements and exemptions. (c) A permit is not required for the exceptions listed in 403.1(b) (relating to scope) and the following construction as long as the work does not violate a law or ordinance:
  
  The installation method we used involved building down within the existing arched opening to square off the window. Contrary to Mr. ******* assumptions about this approach, it is a standard and widely accepted method for ensuring a proper seal and caulking. This technique is used not only for functional integrity but also to achieve a cleaner, more finished appearance.
  
  RESPONSE: Squaring a window down 10 and inches is, in fact and law, a structural changeto the exterior cladding of Plaintiff Scales home.   Therefore Window Worlds standard installation violates the building code and would have subjected Scales to fines for noncompliance.
  
  See (xiii)Window replacement without structural change.
  
  R310.2.5 Replacement windows.
  Replacement windows installed in buildings meeting the scope of this code shall be exempt from the maximum sill height requirements of Section R310.2.2 and the requirements of Section R310.2.1, provided that the replacement window meets the following conditions:
  
  The replacement window is the manufacturer's largest standard size window that will fit within the existing frame or existing rough opening. The replacement window is of the same operating style as the existing window or a style that provides for an equal or greater window opening area than the existing window.
  
  ************************************************************************************************* (Emphasis added)
  Yes, you need a permit to make a window smaller because it involves altering the building's structure, which often requires a permit to ensure safety and code compliance. 
  You must contact your local building department in ****,**, to determine if a permit is required, as rules vary by municipality and depend on factors like whether the window is a structural opening or an egress window. 
  Why a Permit Is Likely Needed
  Structural Changes:
  Reducing the size of a window involves cutting into and altering the existing wall structure, which is considered a significant change and generally requires a permit. 
  Egress Requirements:
  If the window is a bedroom window, it may be an egress window required by code to provide a safe exit in an emergency. Reducing its size could make it non-compliant, and an inspector would likely catch this. 
  Safety & Code Compliance:
  Permits are in place to ensure that work is performed to code, protecting against issues like energy loss, moisture problems, and structural weaknesses. 
  Steps to Take
  1. Contact the Local Building Department:
  This is the most crucial step, as building codes and permit requirements differ significantly by location. 
  2. Explain Your Project:
  Describe exactly what you plan to do to the window opening. 
  3. Inquire About Egress Requirements:
  If it's for a bedroom, ask if the window is an egress window and what the minimum size requirements are. 
  4. Understand the Inspection Process:
  If a permit is required, there will likely be inspections to ensure your work meets safety standards.  In this matter Window World informed neither Plaintiff Scales nor the City of York of their plan to shrink his window by 10 and 1/2 inches.
  Therefore, any costs associated with their illegal squaring down work were illegally inserted into the contract by Window World and thus cannot be charged to ***** Fargo.
  Our final offer will remain the same:
  
  RESPONSE:
  
  PLAINTIFF SCALES OFFER:
  
  Option 1:   is a contract adjustment allowing Mr. ****** to self-install a window at his requested size.
  Under this option, the total adjusted contract amount would be $2,935.00, charged to ***** Fargo. 
  Window World would agree to order and deliver the window with the specified dimensions (approx. *****" H x 24.5" W) without warranty or liability, as the measurements were not obtained by their certified technicians.
  Installation and all related work for this fourth window will be the sole responsibility of Plaintiff Scales.
  
  
  Option 2:   is a full closeout of the current contract,with no additional window provided.
  This option adjusts the total contract amount to $2295.00, reflecting the three windows partially installed and capped as of July 30, 2025.
  
  
  
  
         Respectfully Submitted,
  
  (s):  ****** D. ****** Jr.
         ****** D. ****** **** Plaintiff
         *********************
         ****, ** 17403-2407
         (717) 889-5173
         **************
         ***************************
  
  
  Dated:  August 23, 2025