ComplaintsforWindow World of Rhode Island, Inc.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Window World install 22 new windows and custom exterior color capping of all 22 window frames. This is to keep the water out and I was told the windows and capping comes with a lifetime replacement guarantee. All the window still have wood exposed to the weather letting water get behind the capping and it is rotting the wood behind the capping. We also had a peace fall off the upper window prompting me to make the call. I've called then 5 times and my wife called 2 times. We started making calls back in Feb. 2023 and was told they will take care of it if they get a job near ********* **. This is turning in to a big problem do to the rotting wood! It's been 7 months and no response from Window World.

  

  Business response

  08/23/2023

  Please check you email for instructions on how to initiate a service claim. Thank you.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 14,2021 I gave window World $6000.00 as a deposit to install replacement windows. I was told it would take ***** weeks, I waited 18. On 2/21/22 All of my windows were to be replaced, 18 in total. I was told to remove all window treatments, paintings, knick-nacks, and furniture. I did all that. This was major construction and not one drop cloth was used. There was construction dust all over my home. This took me 2 days to clean. I was also told there would be "touch up" paint. The installer told me as he was leaving- all windows must be painted or the caulk he used will turn yellow. Turns out, from the sales rep- they used a lesser quality caulk than usual The mess they made caulking is awful.The damage they did on my wood trim was impossible for me to fix. Although I tried and I am charging Window World for my time as well as for the painter I had to hire. Which I have put into writing to the president of the company They installed a large window with majority of it cracked & told me one was already on order, it was not. 3 days after the installation another large window cracked. I sent an email to the *********** told me it would be ordered. I am still waiting for these 2 windows to re placed. And 2 other windows that have a slice in them to be looked at. The installer also cracked a "J" channel out side on my kitchen trim that he said he would fix. Although I still have the balance to pay, it will not be for the full amount. It has now been 6 weeks, and I'm still waiting for this job to be complete. I have taken videos, and photos of this project.

  Customer response

  04/15/2022

  I have not heard from the business in response to my complaint. I have now been waiting over 8 weeks for my windows to be replaced which are cracked and  the *** channel to be fixed on my outside kitchen window and for 2 other windows that are scratched to be looked at.   I would like to be done with this business and for me to seek another replacement window business. 

  

  Business response

  05/05/2022

  Window World has and will continue to uphold the contract signed by ******************. As such, we will not guarantee lead times, we do not paint nor reimburse for that work, and any defective parts have been/will be replaced.  The full balance will be due upon completion, as stated in our contract.

  Customer response

  05/06/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [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.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   I'm sending an email with details of the rejection. *********************** 5/6/22

  

  Business response

  05/10/2022

  We are awaiting your email detailing your rejection.

  Customer response

  05/10/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [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.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

  This is my reply for my rejection to Window World Complaint #********. 

  I have been trying to work with them, since February 21, 2022 When they installed one broken window, 2 others that were scratched. Left my home in a mess, and as leaving telling me I had to now paint every window, due to lesser quality caulk used. I have been lied to since day one back in October, when I gave them a $6000 deposit. I was told and its in their contract it would be ***** weeks for installation. It was well over that.

  I was told there would be "touch up" paint. Every window (18 of them) had to be caulked and painted.  The sales person. **** told me a lesser caulk was used, if I didn't paint, the caulk would turn yellow. I had to hire a painter. The destruction of my wood trim in my office was awful. It was split, and damaged.  The installation was sloppy and a mess was made of my entire home, as no drop cloths were used. Construction dust was all over my entire home. Everything had to be dusted and cleaned, it took me 2 days to clean furniture, floors, woodwork, bedding, etc.  I've noticed on several of me NEW windows, they are scratched on the casings, done by the installation.

  I have video, photos, a baggie of the construction dust and glass pieces I am still finding.

  I am still waiting on 3 windows, 2 that were installed damaged and one that cracked 2 days after they installed it.

  I am requesting that I be compensated for the cost of the painter I hired and paid for and for my time and supplies. I believe that is only fair. 

  I have had nothing but issues with this company and I am very disappointed.

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

   

   

  

  Business response

  11/09/2022

  We are truly sorry for the frustration that this customer has experienced. We will be adhering to the contract which states that there are no discounts or reimbursements for painting or delays. We will replace the defective glass when the homeowner informs us that she will be available for service and we would like to offer a small reduction in the balance for the delayed replacement of sashes of $500. This will be under the condition that ****************** pays in full, with a check when the service technician replaces the defective sashes and makes it available to perform such service within 30 days from today. Furthermore, if for any reason the check is returned, the homeowner will be required to pay the full balance due, forfeiting the discount, and also the returned check fee.

  Customer response

  11/09/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [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.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   I Have waited now over a year for my windows to be installed properly- On two different times the WRONG window was delivered to my home. This has caused a great deal of stress and wasted my time not to mention the fact that not once has ******* reached out to apologize or take responsibility. I am deducting the amount of the professional painter from the balance, I am deducting the amount of time that was spent in cleaning my home- due to Window Worlds lack of using a tarp and causing damage to my home and I will be holding back $500 for 3 months to make sure the window which is waiting to be replaced does not crack again.  I suggest ******* take a photo of the window she now has in her possession and email it to me, hopefully the third time will be correct.

  Dealing with this company has been a nightmare, and I would like to end business as soon as possible. ******* needs to take responsibility for the list of issue after issue with my windows. 

  

  Business response

  11/10/2022

  Payment is due in the full amount, less the price of the final replacement sash ( $100). Please remit immediately. Once payment is made we will replace the final glass. Please see your contract for details on payment policy. If no payment is received within 10 days of this notice, the 2.5% interest will be applied from the date of installation. Failure to pay balance will result in a loss of your warranty on the purchased product.

  Customer response

  11/20/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [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.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

  I have been extremely patient through this entire process. I waited over 18 weeks when Window Worlds contract stated *****. They Installed one broken window and two that were damaged. They used lesser quality caulk, damaged all my wood frames in my office, they did not use a drop cloth and construction dust and glass covered my entire home. Two days after installation a window cracked for no reason. They have re-ordered this window TWICE both times it has been incorrect and the window is still cracked- since February! Three out of eleven of my office windows continue to have condensation on them, when ******* told me that this would go away after a month. It has not. I have tried working with *******. Please do not contact me through BBB, email, call or any other means of communication. My attorney will contact ***************

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

   

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window World of Rhode Island (WWRI) installed five widows in my home on 5-24-21. All five windows were installed in 30 minutes (independent witness available). I immediately noticed the sloppy installation job and several defects in the windows and my wife and I contacted WWRI immediately. Some of those issues included falling top window sashes, scratches and shoddy calking. The top sash of several windows drop down when closed. Windows are not being slammed shut, they are being closed firmly. In addition, there is movement in the entire window structure (top and bottom), even when closed and locked. WWRI owner, Tiffany Schumer, visited my home on 7-13-21 to inspect firsthand the issue with the top sash. She observed that the top sash of the five Window World windows moved downward and often fell down significantly when closed. Tiffany acknowledged the issues and that it needed to be repaired. Her hand-picked technician came to my home and was unable to make repairs. He took videos

*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. ↩