Complaints

This profile includes complaints for Window World of Murfreesboro's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Window World of Murfreesboro

  313 Southpointe Court Murfreesboro, TN 37130

  
• 

  Window World of Murfreesboro

  799 E. South Willlow Ave Cookeville, TN 38501

  

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:11/06/2025

  Type:Service or Repair 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.

  The date of the contract for the front door was on 8/5/25. The front door cost $9,600, and was ordered in a color of charcoal as stated on the contract. The door was delivered on October 6, 2025, and I did not see it unwrapped and the color of it until after the old door was completely taken out and removed. Prior to installation I even showed the installers the contract and stated this is not charcoal at all, they insisted the order was correct. The new door is dark brown color. I have enclosed letters that were sent to the company and I did visit the company in person on October 9, 2025, concerning the door. On my visit to the company they stated, "There is nothing I can do about it". Window World has absolutely has not responded.

  

  Business Response

  Date: 11/17/2025

  Mrs. ******** was shown all the color stain samples, she selected charcoal. Mrs. ******** verified on the contract addendum the specifics pertaining to the door and then agreed with her signature. The order shows the stain charcoal that was ordered. The design consultant went to the customers home and verified the installed door with the color sample and they matched. The design consultant explained to the customer that they could paint the door, but it would void the warranty on the finish, they would still have a warranty on glass and hardware. The contract states: This is a customer order no returns,See attached documents for verification. 

  Customer Answer

  Date: 11/20/2025

  ******* *********
  ***********************
  Murfreesboro, TN 37127
  November 11, 2025
  
  Additional Information Obtained:
  On November 7, 2025, I have only received one phone call from ***** *****, the former owner of Window World in Murfreesboro. Mr. ***** stated that the door was ******** brown in color and his words were, It look hideous with the gray color of your house siding and shutters, it needs to be either a charcoal color or black. I would suggest painting the door since paint can be applied to a fiberglass door.  He did state that I would have to have it painted myself and it would void my warranty on the door. The door was manufactured by *************** in ***********, *************. I have included Wincore manufacturing information from the door. I have also enclosed from Wincore internet site the colors that they do carry. I called Wincore this morning and asked them about order #*******-1, and they stated the order was for charcoal. You can refer to the pictures from Wincore for the charcoal color. The door color appears to be English Walnut on the Wincore color chart. Even from the summitted picture from Window World you can see that the door is not charcoal.
  
  Regards
  ******* *********

  

  Business Response

  Date: 11/20/2025

  Various screen settings and display resolutions prevent exact color representation. We will be happy to setup an appointment with the manufacture representative from ******* to go over the stain color chosen.

  Customer Answer

  Date: 11/21/2025

   
  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,
  
  ****** *********

  Customer Answer

  Date: 11/21/2025

  We will not be available until after December 3, 2025. We are out of town on a cruise and will not be able to respond due to no Internet. Thank you. *******

  Customer Answer

  Date: 11/22/2025

  I would like to tell you about my new front door. The door is a fine door. The locking mechanism is very secure and provides upmost security. The door seals provide the best seal against the elements. The glass in the door and side panels provides energy efficiency and additional light making our home bright and cheerful. The entire door is eloquent. The installation is the finest example of the finest craftsmanship However it is the wrong color. In previous correspondence a photo of the door ID in that the door was manufactured by ******* and included the contract number. That contract was provided by Window World. The contract says the door color was to be charcoal. I have provided color charts from *******. The color chip for charcoal does not come close to the brown door. As a matter of fact the brown clashes horribly with everything. It clashes with the charcoal roof it clashes with the siding on the dormers It Clashes with the storm shutters This color combination ruins the curb appeal actually reduces the value of my home. Thus far window world suggested I paint the door. Why should I bear the additional expense of painting the door. Window World states that warranty is void if the door is painted. Why should I give up the warranty on the locking system should it ever require adjust or repair? Why should I void the warranty on the weather stripping should it ever need attention? Why void the warranty on the glass panels should the seal fail? Painting is not an acceptable solution.i pain an exorbitant price for a quality door that is suppose to be charcoal in color instead I have a quality door brown door that is destroying the curb appeal and value of my home.  In the past Window World has install 16 windows in my home. All are quality windows and expertly installed why should I expect any less on replacing a front door?

• Initial Complaint

  Date:12/10/2024

  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.

  Original install was July ******* for $6020. They asked which ones. It was all. They had a kid there helping. They grabbed a phone on the dresser in a bedroom and asked if I wanted to sell it to them. Why they were touching my personal property I don't know. They left trash. When I did the survey before they left, they brought it back asking me to change my answers. After they left, I went to look at each window. One window had a noticeable gap also showing on the outside. I called the office and the project manager came out a few days later. He said it was a rotted frame and it was on the salesman. He said they've installed worse because it wasn't on the work order. He said I had to contact salesman to get a order to fix. At the time I was angry and didn't want to give them any more business. I thought about it and figured my warranty would be void if someone else worked on it so I called and got a work order and paid half. They sent same awful installers. It ended up not having a rotted frame. They ripped the foam seal that was on the window got it back in the frame. They cleaned the casing(which I thought was called trim which the salesman could've let me know) but it needed to be replaced because the 2 were clearly broken. They said they had to go buy some even though it was on the work order this time. They left for 1 hr and didn't measure just cut with it hanging from his leg. It didn't fit. I had to tell them how it was supposed to sit. Then he cut it too short and ended up filling gaps with caulk and rubbed it all around the whole window. The office took the frame charge off but if the project mgr wouldn't have said it was the frame, the other work(except the casing which wouldn't have affected my warranty) wouldn't have been done. I paid $490 for a $230 job and they want $200 more but it was their mistake. The other window didn't even get removed. I'm asking to get $260 back or at least not owe anything. Because of all of this I also lost my energy rebate

  

  Business Response

  Date: 02/13/2025

  Ms. ******** signed a contract with ******************************************* on 6/28/24.All products in that contract were installed on 7/15/24. See attached certificate of completion Ms. ******** signed and paid remaining balance. At 3:52pm on 7/15/24 Ms. ******** called into the office requesting a service to have the double window looked at. On 7/18/24 the install manager met with Ms. ********s and looked at the double ******************** unit in question. He explained that the frame of her clad window was sticking out at the top and the space between the casing and frame had been filled with spray foam over the years. Ms. ******** wanted it fixed, he explained it was not charged on the original contract, and he quoted the pricing for correcting the issue. Products to correct inside beautification and nothing to do with functionality were quoted to Ms. ********. Ms. ******** got upset and said ******************************************* was to fix it at no charge. The install manager left. Ms. ******** called the office on 8/22/24 wanting to move forward with beautification inside, an account statement was sent to Ms. ******** to pay deposit (see attachment). Ms. ******** sent a deposit and the installation was scheduled,9/06/24 the installation was completed.  Final payment was received on 1/31/25.

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 22665285
  
  I am rejecting this response because:
  The project manager told me that it was a rotted frame and they do it all the time. He told me it was on the salesman. The project manager is at fault for saying it needed something it didn't and causing this mess. Why else would I call back to replace something it didn't need? He said it was his fault for not putting it on the order. The salesman never told me cleaning the foam off wasn't included. Nor did installers recommend it so that it would sit right in the window regardless if they were allowed to fix it right then or not. A good business would want their end job to look nice. Either way that part was not in dispute. It was the extra for removing and replacing and damaging the new window seal unnecessarily and then throwing the charge on me. I ended up paying twice for the outside plastic in the end.
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/17/2025

  The window was a metal-clad window, there was no wood to rot. $980 charged for the inside beautification.This was to remove all the years of old spray foam and repair the existing damaged casing. Ms. ******** agreed to pay for material needed, casing x 2,buck ***** x2, RWD x2, wraps x2. This was on the double unit window. Window World deducted $290.00 from the balance; it was demeaned the buck ***** was not needed.  Deposit of $490.00 minus the deduction of $290.00 leaving a final payment of $200.00. Window World apologizes that this requested beautification was not discussed nor charged for on the original contract.