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Complaint Details
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Initial Complaint
08/23/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Original Contract August 19, 2020 for three front windows. Completed and satisfied. Follow up contract October 6, 2020 for additional Bedroom Window - This has become an exercise in frustration, lack of accountability and incompetent installation. I have spoken directly with Gary W*******, the President and he assured me on June 3, 2021 (after six months of excuses) everything would be resolved and I would get the window installed. On August 3, 2021 Window World finally installed the window which I have stopped payment on and need help getting it done correctly. Attached are pictures that will provide visual reference. I also have video but they are too large to attach. If possible I could send in a different way. Please advise, thanks! **** ******
Business response
08/23/2021
Mr. ******,
We appreciate our customers and plan to have this resolved by the end of the week.
Thank you,
Gary W*******
Initial Complaint
07/15/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased windows from this business on March 2 2021 and was given a 16/18 week installation time frame. I followed back up with this business today and they said it would be 20/22 weeks. I asked that since they could not meet the time on the contract stated if I could get out of the contract since they did not meet the time frame that was stated to me and I was told no. I don’t know why this can not be done since I have been waiting 4 months. If this business can not get me what I paid for then why are they running tv adds for more business that they cannot handle or deliver their schedule dates.Business response
07/16/2021
Mr. ********,
We understand your frustrations and during this time the remodeling industry has been overwhelmed with supply and demand. Window World has over 250 stores nationwide and we are one of the largest remodeling companies.
We are at the mercy of our manufacturing industry that has been hit with supply issues and production issues which are out of our control. Production times change weekly. Materials have increased drastically but we honor the contract prices from when the customer purchased. As you are aware, there are many variables in our business. Right now there is a caulk and coil shortage. Window World does not want to change the quality of our service by changing the products we use to accommodate the timeframe. As documented on our contracts we only give estimated times and not guaranteed times. We try to do our best to get all our customers their products in a timely manner. And yes, we continue to advertise so that our customers know that we are still here and in full force.
We know you will be happy with our product and only ask our customers to be patient. We will be contacting you as promised and look forward to getting your job completed.Thank you,
Gary and Teresa W*******
Customer response
07/16/2021
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.
this is not what was relaid to me during the purchase of the windows. I was informed that they were out 16 to 18 weeks on installation due to the number of installers they currently had. I was not informed of any delay due to material shortage. Due to the inability to deliver as stated on my contract and the lack of communication from the business to update their customers without the customer continually have to call to get very little information I should be able to get fully refunded of my deposit and go with another company that can keep the promise of the contract. Additionally if this business is not able to supply the materials then they should not be running tv adds for additional business. All I am asking for is my deposit be returned.
Regards,
***** ********Business response
07/16/2021
We reached out to you by phone. Please contact the office.Customer response
07/16/2021
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.
I returned the call from Travis and no resolution has been made.
Regards,
***** ********
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2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.