ComplaintsforWindow World of Memphis

• Initial Complaint

  01/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im a longtime customer of over 10 years and have not had a problem until recently. We called window world several months ago (Aug./Sept., 2022) and they sent a nice man out to look at the windows and we heard nothing after that. We called several times in between and got no results. They said they only had 1 service tech, next time he was out sick. We called again and they sent 2 guys out and one of them said he remember coming here awhile back and still nothing was done. We called them in Nov., to speak to the manager and the receptionist said she didnt know who was the manager and said she would have someone call me back in January 2023.?? I got a call from a lady that acted like she didnt know what was going on and I told her that I thought they made notes so we didnt have to repeat it every time we called. She knew I was getting frustrated and said she remembered talking to me (all of a sudden) and said it was the trim on the windows n not the windows because they dont want to replace them (we bought 6 lifetime windows) and they dont want to honor the warranty. Then she said we have to wait until they have a crew in the area, but she doesnt know when it will be. I told her that could be several months or a year and she said it could be and got off the phone. I dont understand why she would not make it a priority to get it fixed since it has been so long and we keep calling! We just want them to fix our windows/ trim or whatever the problem is. Its a lifetime warranty whether its the trim or new windows. We have never painted the trim or windows because they told my husband that will void the warranty. I hope the manager/owner gets this info and make it right because I will be calling BBB and ***************** next. Terrible customer service!!!!!

  Business response

  01/11/2023

  Window World made a site visit Tuesday Jan 10th and determined that the pvc trim coil was peeling back and this is something we've never had happen before on any previous jobs that we've installed over the past twenty years. We do apologize for any miscommunication but at the end of the day, the trim coil is not part of the window itself and is not considered warranted, BUT for this one instance we will contact the customer and schedule a crew to go out and replace the trim coil on two windows that have this happening.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business has not provided the window installation services requested by the agreed upon date of 12/18/22. Sales **** ******************** came out and left important details about the order out and lied 3 separate times about price and delivery date. Update was required on 12/2/22 per the business and sales rep with no additional time needed communicated. The sales rep confirmed on the date of the update that services would be completed 12/18/22. When I called to confirm an arrival time on 12/17/22 I was told the business was closed on 12/18. I called the business on 12/19 and was told the request for window installation was pushed to mid January. No updates have been given to me by the business at all at any point theyve said they would reach out. Ive had to call every time after they didnt contact me at the agreed upon time. Theyve offered no compensation and wont provide a refund or cancellation with the delivery of the windows and installation still at least one month away.

  Business response

  12/19/2022

  Window World has received the above referenced complaint regarding this customer's assertion that she was told her windows would be installed today, 12/19/22 which is untrue.  The customer did not sign the original contract until 11/9/22 and over the subsequent days corresponding with the office staff regarding her financing paperwork she inquired about some window options including full screens which we discounted at the time; the order was placed on hold until we got the revised contract signed on 12/2/22.  The order is in production and the manufacturer's estimated load date from plant to trailer is 01/11/23 which generally means delivery a few days later.  There are no refunds, sorry; we discount the screens just to appease her but she even hinted at grids which she did not accept at contract pricing.  We will contact customer once the ********************* are in to schedule installation.

  thank you

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 10, 2021 we signed a contract with Window World to replace all 12 windows in our double wide trailer at the cost of $5686. We gave them a deposit of $2669. at that time and finished payment upon their arrival on December 2, 2021 . We have complained about the installation of the first window from the beginning and Window World has refused to do anything about that one which was smaller than the original. But the screens and windows were installed and there has been a problem ever since. Several screens were put in upside down and that has been fixed. Two of the screens are bent. The representative from Window World is emphatic that the problem is with the manufacturer and they can't do anything about it but order another one. They have been here 4 times and each time the screen they bring is the wrong size. Surely they could communicate with the manufacturer to send us a screen that would fit. Window World is the one who measures and orders. One of the screens, the edge is ragged where the screen was put into the frame. I have also complained about how hard it is to raise and lower the windows. They sent a man who was over 6 feet tall and very large and his response was, "you just have to lean on it. I do not think I, a 78 year old woman, should have to "lean" on it to lower it. I am filing this complaint because it has been a year since we purchased these windows and we still do not have screens that fit and I still have to "lean" on the windows to open them. I just want what I paid for in working condition. The people they send out are nice and polite except for the excuse that its the manufacturers problem and they can't do anything about it. They advertise that they stand behind and on their product. I don't want to stand on the windows, I just want to keep the bugs out and the fresh air in. I do not understand how they can advertise the Good Housekeeping Seal of approval.

  Business response

  09/28/2022

  Window World made a site visit to this customer's home AGAIN to inspect what may be going on with the screens.  There was nothing wrong with the window screens, they are designed with a bulb seal at the top so that the customer can remove and reinstall them and in many cases customers remove them and leave them off.  However, the customer had been pushing them too far up into the screen track creating the gap at the bottom which they do not need to be and were instructed how to remove and reinstall.  The customer was also instructed how to operate the kitchen sink window.

  Site visit completed and completion certificate signed by homeowner.

   

  Customer response

  09/28/2022

   
  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.
  
  Sincerely,
  
  ***********************

  We did NOT push the screen up as indicated by their rep.  They have level out but that was due to the summer heat we assume. Window World did nothing to fix our problems. It was  self adjusting which they NEVER said anything about. Each time the message was we will replace them. Thankful to be done with this company. Would not recommend them.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 2, 2022, my husband called Window World and reported that one of our installed Window World windows would no longer stay up and would come crashing down if we did not prop it open with a thick wooden stick. The Window World employee who answered the telephone said that she would have to contact another lady in the office about this and she would call us back. We did NOT hear anything the rest of the day from Window World. My husband called Window World again on May 3rd, 2022 and reported the same problem with the window and again the person who answered the phone said that she would have to contact another lady in the office and call us back. We NEVER received a call back from Window World. My husband called Window World a THIRD TIME on May 10th, 2022. The woman asked if this was the same window in our bedroom that they had serviced before and my husband said yes. She looked at the notes from technician ***** and said that he noted that a cat sprayed on the side of the window in front of him when he installed the malfunctioning balances about a year and a half ago. My husband and I were both PRESENT and right next to the technician when he replaced those balances and there was not a cat in sight and a cat did NOT spray on the side of the window while he was there repairing it. This technician had downright lied in his notes. Technician ***** also told my husband during this repair that the company owner would not want him to keep coming out to replace these balances because of the cat hair and dirt that was getting in these balances. During this phone conversation on May 10th, my husband told the Window World employee that we had a LIFETIME GUARANTEE on this window. The woman said that this was NOT one of those circumstances for the warranty. She never offered to send a technician out to repair the window. On May 25th, this defective window fell and crushed one of my cats to death because my husbands hand slipped on the broken lip as he raised the window.

  Business response

  05/26/2022

  *********
  Window World is in receipt of the above referenced complaint; we have known about this one particular window the customer is referencing and we have been out numerous times to fix it and make it operable time after time due to their cats urinating onto the window and the cat hair and debris inside the sides of the windows which was impacting the proper function of that window. Our technician has told them that they could not allow the cats to PEE on the window and that they needed to keep it clean.
  THIS IS NEGLIGENCE ON THEIR PART-NOT WINDOW WORLD and we will not service that window any more, the customer does not have a valid manufacturer's warranty on that window due to these conditions created by them much less their cats.
  The crew that went out came back to the office yesterday after servicing the window in question and became sick due to the exposure to the actual field conditions they were exposed. Window World will not reorder any sash or parts without payment due to NO warranty because of these conditions.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window world put windows in my house in March of 2021. It is December 2021 and I have been trying to get my windows fixed as they were put in wrong, and nobody will call me back. I have left a thousand messages and cannot get a response!!

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2021/12/06) */ Window World is in receipt of the above referenced complaint. Window World has a signed CERTIFICATE OF COMPLETION with highest ratings from the customer. We're unaware of any outstanding issues and we do not have any record of phone calls or emails from Ms. *******. Please have Ms. ******* contact our office Monday through Friday 9am-3pm and we'd be glad to assist her. Consumer Response /* (3000, 7, 2021/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I HAVE contacted them at least 10 times with NO RESPONSE!!! Business Response /* (4000, 9, 2021/12/16) */ Our service tech visited with the customer on 12/8 to replace two sashes. If there is any other issue she need assistance please contact us. Business Response /* (4000, 13, 2021/12/22) */ Met with Ms ******* yesterday to determine what the issues are; the only issue is three of the windows were slightly snug to open when the bottom sash opened The pre-existing jambs are not square and plumb but we are going to re-order thought there may be larger gaps up and down the jambs that we will install vinyl trim but we will not reframe the opening. Customer has accepted that and understood Business Response /* (4000, 17, 2022/01/07) */ As mentioned prior we re-ordered the three windows in question and Window World has a tentative ship date to us in mid-February. Once they come in we will be out to re-install.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct 22nd and 23rd 2021, Window World of Memphis installed a total of 12 windows in our home. All of the windows have measurement discrepancies in excess of 2in vertical and 1.5in horizontal. Rain and wind have penetrated between the cracks of the windows. Foam was applied to every window to take up the space around every window frame. Screws that were used to fasten each window did not land on any wood material of each window frame gap showing this are attached confirming my observations of this entire installation. Please see attached photos. The installer sent pictures and confirmed the measurements of the first three windows on the front of our dwelling to his office manager. He was instructed to go ahead and install the windows and upon completion, cosmetic materials were applied to cover up the installation faults. No one from Window World came out to verify the install discrepancies until the following Wed Oct 27th, 2021 which was ***** *****. Mr. ***** looked at the windows and stated brick to brick measurements would not allow the windows to fit. ***** ***** is the representative from Window World that drew up the contract and did the first measurements along with providing us with the total cost of installation. Zach of Window World came to our residence and did the 2nd confirmation measurements which both apparently are incorrect. Attach document will show ***** ***** measurements and the installer measurements which are different. A deposit in the amount of $3,447.04 US Dollars was rendered to Mr. ***** on Aug.24th 2021, leaving a remaining balance of $3,447.00 US Dollars ***** ***** placed a call to my residents on Oct 28th, 2021 at 9:53-9:55 A.M. spoke with my wife ****** stating he spoke with his boss and the installer stated to him that the windows were fine and we needed to pay the remaining balance and that was final on the install.

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/11/12) */ We are scheduled to meet with the customer next week. Consumer Response /* (2000, 7, 2021/11/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) The Owner of Window World Mr. ***** visited our home to discuss the matter and re measured all windows and all windows would be replaced. No date of installation was communicated. We are waiting on Window World to communicate date of install. Business Response /* (4000, 11, 2021/12/16) */ Mr ****** and I met before Thanksgiving The original ***** tech that measured the job is young and had not seen the actual type of windows before and therefore what he took was wrong. We have reordered the entire job and we should have them delivered thanks to the current supply chain shortages sometime in March

• Initial Complaint

  10/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 17, I met with a salesman about purchasing windows. When he asked about what I wanted, I showed him windows that we had previously installed and told him that I wanted the windows to look exactly like them. He informed me that windows with beige trim had an additional charge which I said was fine because I wanted all of my windows to match. He ran the numbers and gave me an estimate which I signed on June 15. The windows were installed in September and, although I was home I stayed in the kitchen so as not to get in the way. It was that evening that I realized the windows were white. Window World has stated that a color preference was not indicated in the paper work, therefore, I ordered white windows. They have refused to do anything to resolve this issue.

  Business response

  11/02/2021

  Business Response /* (1000, 5, 2021/10/12) */ Ms. ****** Window World is in receipt of the above referenced complaint. The desired resolution by Mrs. ******** is denied. Mrs. ******** had more than ample time to review the contract from the May 19, 2021 initial visit to the 6/15/21 date of which she signed the contract, so it cannot be said she was coerced into signing the contract. Apparently a competitor had previously installed beige color windows in her home but according to the salesperson he showed her our sample and all she insisted on having were the prairie grids. our contracts have a separate line item for beige/clay color vinyl windows of which she did not purchase that color option; she purchased white color windows which are standard, the beige color does cost additional monies. I have offered to either clad the exterior trim in beige or no cladding at all, those are the only two options available. If Mrs. ******** thinks Window World is going to re-order all 28 windows she is wrongly misinformed. Again, her request is denied. Mrs. ******** must give Window World the opportunity to contractually complete this job, otherwise we may have no other alternative but to turn this account over to our attorney for collections.

• Initial Complaint

  08/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window World replaced the windows in our duplex. We were not able to remain on the property while they worked but trusted them to do the work unattended. During the day we did receive a call and pictures showing pre-existing damage to one of the window sills, which we acknowledged as we knew it was there. When I arrived at the property there were missing tiles and drywall damage in the shower (we were never notified of this). Eight tiles were missing, but 5 had been replaced by the crew. We know these were not missing in the morning. Our tenant showered there and we did not see it when giving access to the property. Despite photographic evidence provided by them, and evidence of them attempting to repair the damage without consulting us first (which was also admitted in an email), they will not accept responsibility for the damage they caused. Window World needs to repair (or pay for some to repair) the damage caused not only by knocking out the tiles but by attempting to replace them.

  Business response

  08/24/2021

  Business Response /* (1000, 9, 2021/08/20) */ window World is in receipt of the above referenced complaint. This job we completed is on a rented duplex that had one window in the shower that had damaged/missing backer board and tile. If there were additional tile missing from the wall it is due to pre-existing water damage that caused them to fall off. The crew showed the tenant when he came back and he indicated that he knew they were missing and the damage was due to the age of the property that the owner wouldn't fix. The crew tried to the best of their ability to repair what they could, if there's any tile missing we have no idea where it is because crew did not take it. The request for Window World to repair the tile is denied! Consumer Response /* (3000, 11, 2021/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Window world is lying when they say "The crew showed the tenant when he came back and he indicated that he knew they were missing and the damage was due to the age of the property that the owner wouldn't fix." The crew was no longer on-site when I arrived for the inspection. I have emails that can prove this. Additionally, I have photos showing there is no water damage and have provided them to Window World and the BBB. Window World has no documentation or photos showing the claimed "pre-existing damage", and they cannot show evidence of anything they claim. I have photos (one provided by Window World!) showing that their team not only attempted to repair the damage without our permission, but also cut drywall without our permission. A big unanswered question is why would Window World attempt to fix damage that was pre-existing? They admitted as much in their response as well as in emails. Their story has now changed four times, which is why I stopped calling on the phone and started an email chain so I had documentation of the dishonesty shown by Window World. They have refused two invitations to meet them at the property to show them that there is no water damage (again documented in emails). This is very disappointing to us because other than this issue they did a good job with the windows. Their complete lack of attempting to work with the customer to come to an understanding is appalling. Their dishonesty is truly disgusting. We have a duty to our tenant to get this fixed and have a contractor coming to the property today to start repairs. I gave Window World time to resolve this so they could pick their own contractor, but we cannot wait any longer so will get the repair done ourselves and give the bill to Window World. Business Response /* (4000, 13, 2021/08/24) */ Window World is not in the tile business nor did we create this issue. Again, request denied

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