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:11/04/2022

  Type:Product 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.

  Window World sold me 14 windows in January 2022. They asked for a 50% down payment which was rendered. This payment took approximately 3 minutes to complete for $5000.00. I did not make them wait for my payment!!At the time of the window purchase, they told me it would take 4 months to get the windows. After the 6th month of waiting, I began investigating where my windows were. They finally informed me that they would perform the installation. When the installation day came over 5 months after the purchase and 50% down payment, when installing the windows, several of the windows were not what I ordered, they were the wrong size, color, and had multiple cosmetic defect to include glass scratches, incorrect window framing, loose parts. I escalated these issues to the owner of Window World *******, ***** Tubbs and asked him to come to my home to demonstrate all the defects. He indicated that these would be replaced. Today is November 11th, ************************************* had installed the replacements for the incorrect and damaged windows. I have made many calls to both owner ***** Tubbs and the Window World of El Paso and keep getting unsatisfactory replies. I am very dissatisfied with the customer service, product, and responses from both the owner and staff of Window World *******. At this point in time, I have no idea what is happening to the window replacements as there is absolutely no communications back to me from this business. There was no delay in providing the 50% upfront payment in the thousands of dollars but there is a tremendous delay in conformance to my purchase. I am asking for a complete refund of the $5000.00 I provided the day of purchase. I should have gone with a more reputable window replacement provider such as Pella windows. Very dissatisfied and I require a complete refund of my upfront payment.

  

  Business Response

  Date: 11/21/2022

  I understand the frustration and discontent.  I would probably be the same.  However, at Window World, we do stand by our work and we will not stop working with the customer until all issues are satisfactorily resolved.
  The first delivery and installation took place on June 25.  Unfortunately, several windows did not have the correct obscure glass. There was also a problem with one windows grids and scratched glass.One window was also mis-measured.
  It does happen occasionally that we run into issues like these.  The contract clearly states that there is no compensation for job delays or product errors.  However, on June 27, we have a signed agreement with the customer for a substantial discount of $1,242 from the final balance due as compensation for the delays. We also continued to work on the issues. This discount left a balance due of $4,000.
  We took these issues back and ordered the necessary fixes.  We received the mis-measured window and went to install it on Aug 25. It was noticed that the interior of the glass unfortunately was scratched.
  On October 15 we fixed *********** glass issue in three windows and the replacement glass for the bedroom window.
  On November 19, we now have all the remaining replacement glass for the scratches and the grid issues. We are ready to fully complete the installation and believe that our customer will be satisfied.
  We did receive a down payment in January for half of the contract.  Since each contract is for custom made windows, we require the half to cover the cost of product at least partially in the event that the customer changes their mind or wants to cancel the order after it has already been placed and we are required to pay for the materials.
  We are attempting to contact the customer to perform the final fixes and expect full payment of the balance due of $4,000.  We will have fulfilled the contract despite delays and we stand by our products and installation. 
  

  Customer Answer

  Date: 11/28/2022

   I am rejecting this response because:
  
  Today, 11-28-2022 Window World came to my residence to install 3 replacement windows after waiting approximately 3 months. Of the 3 replacement windows, 2 of these had various scratches on the window panels.  I showed these to the installers and they acknowledged these.  I also documented this on the invoice I signed for the installation today.

  Window World continues to have severe quality issues, poor customer service and communications.  When  they contacted me to schedule the replacement window installation for today, I asked if the replacement windows had been inspected and the answer was that they had been inspected and were fine.

  2 of the replacement windows they installed today have very noticable scratches and are not acceptable.

  Very disappointed with  Window World.  This means that replacements will have to be ordered again and this process will probably take months unless they expedite this.

  I am not accepting their response at this time.

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