Complaints

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

close

Find a Location

Window World of DC Inc has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Window World of DC Inc

  4116 Walney Rd Ste J Chantilly, VA 20151-2948

  
• 

  Window World of DC Inc

  210 Prosperity Dr Suite C & D Winchester, VA 22602-5402

  
• 

  Window World of Central Valley

  1018 W. Main Street Waynesboro, VA 22980

  
• 

  Window World of Fresno

  5850 E Shields Ave Ste 101 Fresno, CA 93727

  
• 

  Window World of DC Inc

  12370 Waldorf Business Sq Waldorf, MD 20601-3170

  

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:11/19/2024

  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.

  I purchased four windows from Window World September 2023. The windows were finally installed December 30, 2023. Immediately after installation, I informed Window World that I was dissatisfied with my purchase because air is still leaking in my home and I specifically purchased upgraded windows to alleviate this issue and to be energy efficient., hence, my purchase of four windows only. I informed them that my home is still extremely cold and that the windows are not the quality that I purchased. They sent two men out to evaluate the windows during the daytime and they used sensors saying that there was no air leaking. I told them at night the windows leak air its colder at night. Subsequently, a manger came and discovered one window did not have insulation around as supposed. Nevertheless, my bedroom window still remains leak, it feels like outdoors, and I have to use a secondary heating source in my bedroom, which I did not have to do before. I only changed two of the bedroom windows facing the front as I did my bay window which has an excessive amount of air leaking, facing the front of the home. My home is colder than it was before I purchased the "UPGRADED" window quality only to find that the quality of windows received from Window World is POOR. I am supposed to have a lifetime warranty and when I called the receptionist said, "Oh I heard about you" and hung up. I submitted a claim to BBB immediately afterwards, but I did not receive a response. I submitted a few claims and had not received a response.

  Business Response

  Date: 11/21/2024

  We had two of our senior managers at the consumer's home to inspect the windows.  The consumer's comment that we noticed one window didn't have foam insulation was correct and was also fixed by us.  During that inspection, our team noticed that the walls themselves did not have proper insulation between the block wall and drywall, and would therefore be the cause of the home being cold and drafty.  All of our windows were tested with a thermal heat gun and a Low-E tester, and were determined to be within acceptable ranges.  We are confident that there is nothing wrong with our product. 

• Initial Complaint

  Date:10/25/2024

  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.

  I ordered 5 patio doors from Window world, each for just under 2500. There were two major problems with the installation. First, and most importantly, they installed one of the doors without a part that allowed a breeze to flow in. I called Window World approximately a dozen times (or more), starting in November 2023, including a call to the corporate office. Every time, they told me they would order the part and get a tech out within the month. They never call me back to update me, and I have to call back. Additionally, because of the breeze, last winter, I frequently could not keep my basement above 50 degrees. It was horribly uncomfortable, and cost me hundreds of dollars in excess heating costs, and resulted in negative comments from guests staying in our house when we ****** it. By chance, I found the missing piece under my deck last week: it had simply not been installed. I cleaned it and put it on myself, but it is slightly warped at the bottom, and needs to be replaced. Secondly, the company was supposed to install the same locks on all five of the doors. The initial install team manager called me to say they would be back to do so after the install, and I made the mistake of saying no rush. After following up with them several times about it, the repair manager said, well, the salesman who sold it to you is gone and we have no way to validate it. I was told by the salesman they'd do it; the install team followed up with me that they'd do it, and it was written into the contract they'd do their best to do it. The manager's response to me was simply flippant. To be honest, I would let this go, but they have been so horrible about doing their basic duty of replacing the missing piece, and have wasted so much of my time and money at this point, they need to correct this too before I would be remotely satisfied with their service. Alternatively, they are welcome to refund me the $2499 for this door, and I will simply get it replaced with another company.

  Business Response

  Date: 11/13/2024

  We are scheduled for our Window World of Central Valley store (who is the owner of this particular consumer account), to go for service on November 26th.

  Customer Answer

  Date: 11/26/2024

  Better Business Bureau:
  
  The business came by today and fixed the primary issue with the missing/defective piece on the door that was letting a strong draft through. The service tech was very efficient and a pleasure to speak with. I understand the company has reached out to the manufacturer about the locks. I hope the company does intend to follow up on that issue. My biggest wish is the company would have resolved this issue in less than 12 months and not required the frequent follow up actions to fix the problem, but I am grateful they have done so now. Thank you to the better business bureau for your support in resolving this issue. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******
  
  

• Initial Complaint

  Date:10/04/2024

  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.

  I had a problem with a window that Window World installed. They came out 4 months ago to replace the defective window but they brought the incorrect window. ***** said he would take care of it. ***** is the only employee that you can talk to.Four months ago I gave the ****** ***** the window number to be reordered.That was the last I heard from him. He has been ignoring me for four months. I call the office and the receptionist will say yes your window is coming in but it never does. Just terrible customer service. I would like my correct ********************.

  Business Response

  Date: 10/16/2024

  According to our system's notes, there is an *** for shipment load of the replacement sash for October 21, 2024.  We are surprised to understand that our customer was not informed of this, and are just awaiting it's arrival.  We will be in touch with the consumer as soon as it's checked into our inventory as ready to schedule installation.

  Customer Answer

  Date: 11/05/2024

  This complaint  is not closed. Window world just came to my house on 11/1/2024 with a replacement window. Instead of bringing me a window with grids, they brought a window with no grids and chicken wire in between the glass. This is the second time they brought the incorrect window. They ordered a third window so I have to wait for the window to arrive so do not close this complaint without notifying me first. 

  Business Response

  Date: 01/31/2025

  On 12/11/2024, our service technician replaced the sash.  According to our records, this is now completed.

• Initial Complaint

  Date:08/07/2024

  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.

  They installed my siding 2 years ago. Two sides of the house are bubbling. They refuse to come out and look at it. **** refuse to come out and fix it. They have not even sent a representative out. There inept manager only replied with ok when I sent him the pictures. This is my home and they need to make it right or refund all all our money.. I'm disabled and this is messed up. Next step will be court. Please don't make me do this.

  Business Response

  Date: 08/15/2024

  Our manager did place an order for all the materials necessary to remedy this situation.  It will take a few more weeks for that to be received, and our manager will then be in contact with homeowner to schedule the service.

  Customer Answer

  Date: 08/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  
  

  Customer Answer

  Date: 01/27/2025

  
  For the last couple years I've been trying to get them to fix the botched job tgey did installing my siding. I've been extremely patient and accommodating, yet they keep giving me the run around. Still my home looks like c*** They had one of their employees show up unannounced, looked at our home gave us some bullsh*t run around story and mumble jumble about filling out a report... We've heard nothing more from him. He found siding that wasn't nailed, nailed to tight, pulled siding off my house and then just left it sitting in my yard. Few weeks later another guy came took 2 samples. I've heard nothing from them. I've called ***** several times. Everytime it's the same BS I'll call you tommorrow.

  Business Response

  Date: 03/26/2025

  We have come to an agreement with this consumer to refund them $2500.00 to close this matter.  A check for the aforementioned amount is being put in the mail today March 26, 2025

  Customer Answer

  Date: 03/31/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** ******
  
  

• Initial Complaint

  Date:07/16/2024

  Type:Order 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.

  In October 2022, Window World installed windows in my home in **********. The house was occupied by renters during the installation. When I conducted a home inspection with the renters, I discovered that Window World failed to install one window. I've contacted Window World to resolve the issue, and Window World said they will remedy the error. However, they don't follow through on their promises to send someone out to resolve the issue. I'd like for Window World to install the final window that I paid to have installed.

  Business Response

  Date: 08/15/2024

  We apologize for the oversight, nobody was aware of this until recently and we are taking steps to remedy the situation.  We are in contact to schedule measuring of the window, and will consequently schedule installation as soon as it arrives from the manufacturer.

  Customer Answer

  Date: 08/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21999786
  
  I am rejecting this response because:
  

  Based on previous dealings and lost of confidence in the company following up, I'd prefer to leave this complaint open until the purchased window is installed.
  
  Regards,
  
  ******* *****
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 10/03/2024

  Work was completed.  This complaint can be closed.  Thank you for your assistance.

• Initial Complaint

  Date:07/13/2024

  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.

  We signed the contract with Window World on March 25 to install 2 patio doors. The first install was cancelled due to weather, which is understandable. During the second install, the crew realized that the factory ordered the wrong doors (even though our order was NOT custom). They said that it will take another 5-6 weeks. We have heard no updates from the business in the status of our doors until I reached out to a sales person who was very defensive. During the third install, the factory forgot to include screen doors, they installed broken handles and a cracked door. We asked for someone to come out and fix all the issues and once again we're met with extremely unprofessional communication, no notice - no shows. Finally a crew came out to install the screen doors. Someone was supposed to QC the remaining issues on Friday but they didn't show up or called. We reached out to the project manager to address these issues and he did not respond. We finally emailed him again and said that we will be filing a complaint and submitting bad reviews and he finally responded. To this day, we have no resolution to the crack in the door, broken handles or an issue with door bit closing tightly enough.

  Business Response

  Date: 07/31/2024

  Our response to the customer was that we received an ETA from our manufacturer for the replacement for the cracked piece and it is due on or around 8/20/2024, and we will then set up an appointment to do all the repairs.  It is best to do everything at one time as the rest of their concerns is adjustment issue that *** be done at the time of replacement. 

• Initial Complaint

  Date:05/04/2024

  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.

  I contracted and paid deposit on purchase and installation of storm door as part of a larger project (siding, front door, shutters) on 3/2/2022 with Window World. Balance to be paid on completion of work and installation. Storm door installed on May 26, 2023. Balance for front and storm door was paid on May 26, 2023. Storm door lock failed on January ******* and began deteriorating thereafter. Mr. ******************* inspected door on January 27, 2024. and determined that door lock failure was a design flaw and the problem would likely occur again. He was to contact me the next day. When I didn't hear from him, I contacted him on January 29, 2024. He stated that he had ordered a new lock system which would arrive in a few weeks. When I did not hear back, I reached out to Mr. ******************* on March 11th, 2024 to find out when the storm door would be fixed and to report the failing seal. He promised to fix both things and to get back to me the next day. When I didn't hear back from him, I contacted him again 18th 2024. He responded that the part was not on the last truck. Since it appeared to me that I was being strung along, I asked for a functioning door or a refund. Neither of which is forthcoming. Mr. ******************* replied that the part needed to come in. I have had to do all the reaching out to Window World on this matter and want a refund so I can go purchase a safe unflawed storm door elsewhere myself. There has been no further communication from Window World. The cost of the storm door is $493.62. I am not interested in cost of installation.

  Business Response

  Date: 05/13/2024

  We were at the customer's home within less than 12 hours from being contacted asking to check on the storm door lock that was malfunctioning.  We determined that there was possible misuse of the lock as it highly atypical for a lock to malfunction in the manner it did; however, we did order the parts through the manufacturer and still are awaiting receipt.  We've put in the request to have the replacement expedited, and are currently awaiting a response.  It is common for us to have to wait quite a while for parts from this particular manufacturer. 

  Customer Answer

  Date: 05/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21666801
  
  I am rejecting this response because: The response provided by the business is not entirely factual.  The storm door malfunctioned on the night of January 26th, 2024. The regional manager showed up at my house on the morning of January 27th, 2024 to inspect the storm door. He himself was unable to unlock the storm door and had to dismantle the lock with a tool he brought along. He determined and stated at that time that the storm door lock failure was due to a flaw in the design of the locking system and would likely occur again but he would arrange to have the storm door lock replaced.  There was no discussion about misuse of the door as cause for the door lock malfunctioning. Furthermore, locking and unlocking a storm door does not constitute misuse. He was to contact me on January 28th, which would have been the next day but he didn't. All contact has been initiated by myself. March 18th, ***************************************** to date. I have screenshots of all our discussions by text message. I no longer have camera footage of his inspection of the storm door on January 27th because I did not foresee this becoming an issue. He has also not mentioned the failing seal that holds the glass in the storm door in place after he replaced the glass he instructed my neighbor and I to remove so I could exit the house in an emergency.
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 06/12/2024

  Window World of DC Inc has challenged my patience from 2002 to present. I am attaching photos of the storm door.
  The matter of the storm door is not an isolated matter. Each step of dealing with this business has required me (the customer) to **** the company down to figure out what was going on since the contracts were signed and deposit paid in 2002. I have written numerous emails, 2 certified letters regarding related contracts to the company . Having had a great experience with the franchise in 2016, I initially excused certain inconsistencies because of challenges both individuals and businesses faced due to Covid-19. Then, I discovered that carelessness, poor communication within the business and with customers and poor service is now routine for this franchise. These are most of the things that I have experienced with this company to date. I could not possibly have followed up on these things if I were working fulltime anywhere.
  1.Order incorrectly taken - sold siding color no longer in production. Customer not contacted.
  ************************* counted incorrectly. Customer not contacted.
  ******* front door delivered.
  4.Overcharged due to poor in-organization communication.
  4.Failed to complete contracted work or initiate refund of overcharge until prompted via email & Registered letters to Window World ***************************** of Business and Franchise owner
  5.Front door sidelight leaked air. Eventually fixed.
  6.Storm door lock failed. Resolution in progress.
  

  Business Response

  Date: 07/02/2024

  We will agree to refund this customer $ 300.00.
  

  Customer Answer

  Date: 07/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21666801
  
  I am rejecting this response because: The amount Window World is is offering to return is less than I paid them  for the storm door. I would like a full refund.
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/09/2024

  Upon further review, we realize the customer's request to not include installation into the refund.  We do advise that the cost of $493.62 on the quote/contract does, in fact, include labor.  As a result, after deducting our labor cost of $100.00, the total amount we may refund will be $393.62.

  Customer Answer

  Date: 07/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21666801
  
  I am rejecting this response because: Window World charged me $493.62  as cost for the storm door. There were not two separate amounts stated for the door and installation on the contract I signed. Beyond that, I will also be paying for removal, disposal of the current door and installation of a new door by another company.  I would like to know if Window World wishes to pick up the faulty storm door when I have it removed or whether I should have the door disposed of. 
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/15/2024

  Please refer to our previous response, that the $493.62 includes installation and all costs associated with that particular door.  We consider this matter closed upon the refund of said amount and can not be responsible for anything beyond the door we've sold and installed. Also, given the fact that we're refunding the costs of the door and with the customer still being in possession of that product, they may choose to do with that door what they will. 

  Customer Answer

  Date: 08/16/2024

  Attached are the three pages of the contract directly related to the storm door. Full contract sent via email.

  Business Response

  Date: 08/20/2024

  The $75 on the contract refers to the Entrance door handle installation that was purchased by the consumer separately and had us install it.  It is not in regards to anything with the storm door handle or storm door installation.  Those are separate items.  We are willing to refund the entire cost of the storm door and all associated costs with only the storm door, which is the aforementioned amount of $493.62, the amount that is reflective on the 2G quote is included into the full contract price for both entrance door and storm door.

  Customer Answer

  Date: 08/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  
  

  Customer Answer

  Date: 10/02/2024

  I filed a complaint against Window World of World of DC on the BBB website on May 4th, 2024. A resolution was reached on August 8th, 2024 in which Window World of DC agreed to refund me the amount of $493.62 (Four hundred ninety three dollars and sixty-two cents) that I paid for the faulty door storm door in question. As of today, October 2, 2024, I have not received this refund. I would like Window World to state when and how it will make this refund and to make the stated refund to me in the amount agreed upon in the resolution.

  Customer Answer

  Date: 10/20/2024

  Better Business Bureau:
  
  Although Window World of DC Inc proposed an adequate resolution to complaint ID ********, they have failed to carry out this resolution as promised.  For your reference, details of the offer I reviewed appear below.
  
  I filed a complaint against Window World of World of DC on the BBB website on May 4th, 2024. A resolution was reached on August 8th, 2024 in which Window World of DC agreed to refund me the amount of $493.62 (Four hundred ninety three dollars and sixty-two cents) that I paid for the faulty door storm door in question. As of today, October 2, 2024, I have not received this refund. I would like Window World to state when and how it will make this refund and to make the stated refund to me in the amount agreed upon in the resolution.
  
  I request that this complaint be re-opened and the business contacted.
  
  Regards,
  
  ****** *****
  
  
  
  
   

  Business Response

  Date: 10/21/2024

  Our apologies, our understanding was that our response was an offer in need of a response for acceptance before we would just process any refunded money.  We are now processing the check and will mail it directly to the consumer on Wednesday, October 23, 2024.

  Customer Answer

  Date: 10/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  However, if the refund check is not received within 5 business days from 23rd of October, 2024, I would like to re-open the case.
  
  Regards,
  
  ****** *****
  
  

  Customer Answer

  Date: 10/31/2024

  Window World stated that it would mail out a refund check to me on October 23, 2024. I still have not received the check as of October 31, 2024 which is more than a working week later. I would like to have Window World state a definite window of time within which the check should be expected.  

  Business Response

  Date: 11/05/2024

  It is unclear what may have happened with that check from the 23rd, but this one is put in the mail today, and should arrive within a few days.

  Customer Answer

  Date: 11/08/2024

  I received a refund check for the storm door in the agreed upon amount of $493.62 from Window World on November 7th, 2024. 

• Initial Complaint

  Date:04/18/2024

  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.

  In June of 2023, my husband and I purchased windows from Window World of **********. After the installation, the installation team of 2 men told me that they were instructed to show me how to properly close and open the windows. As I "learning" how to properly close and open the windows with the installation team, I noticed that the man specifically helping me continued to get frustrated with me since I was not shutting them "correctly". This made me very uneasy and I quickly filled out the paper work, so I know that they would leave. When my husband returned home after the installation, he began to look over the install work. My husband was quickly unsatisfied and immediately called Window World to look for a solution. As my husband delt with them, we were told up to 2-3 times that they had sent someone to the home to fix the lack of caulking and lack of proper metal trim. When he did call about the poor installation job, he specifically mentioned specific windows. The only sign of Window World visiting our home was a tube of caulking that was tossed at our side door as a "do it yourself". When there was suppose to be a fix at our home, we would visit the specific windows we referenced in our phone call to Window World, but still nothing done. After months of trying to have our windows fix, our area experienced a rain storm that allowed water to seep into our home that caused water damage and ruined our interior dry wall. My husband had to stab a hole into our ceiling drywall to let out the water. After this, I was able to speak to the manager. He stated that the installation team for our windows were the worse they have ever had. He ensured me that he would come to fix our windows but never did. Since this, I have called multiple times to talk to ***** to schedule appointments to our home, but l either have to call to get a response or he does not show up. On the one occasion he visited, he took photos of the windows and we have emailed photos of the damage.

  Business Response

  Date: 04/30/2024

  Upon our inspection, there is no evidence to suggest the window is the cause of the leak.  Attached is a photo with a circled area that shows some water infiltration, but as seen above that area, there's many areas of penetration that is not connected to the window.  We are adding that whomever did the new framework around the windows, it is not done correctly, and could be assisting with any other issues that is causing the leakage. 

• Initial Complaint

  Date:04/15/2024

  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.

  Hi Window world replaced all windows (except bow window) in my house. The amount spent $15173.36. The company replaced a window that is in my bathroom. Shortly after the window was replaced, mold began to grow on the molding/trim that was replaced. After a few phone calls, the company came to my house. They did not remove the old trim just added more trim on top. I shared I was not sure if that would fix the issue. They were not doing anything different. Of course some time later the mold is back. I have made 3 attempts to get in contact with Window World but they are not responding to me. I have lived in my house since 2017 and never had mold grow on the window trim. My windows were replaced in fall 2023.

  Business Response

  Date: 04/22/2024

  The homeowner was informed that condensation is not that there is a problem with our window or any materials associated with the installation.  Their old windows were most likely drafty and let out any excess moisture whereas our window is much more efficient and extra ventilation may be necessary to help alleviate the moisture and humidity caused by the hot water from the shower, etc.  The attached document on condensation shows ways of why condensation occurs, and also ways to help alleviate.  There's many outlets online to troubleshoot as well.  In addition, our warranty will cover caulking for up to one year after installation.  After the year has expired, it becomes a homeowner maintenance responsibility. 

  Customer Answer

  Date: 05/16/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21579923
  
  I am rejecting this response because:

   

  Window world has contacted be since the complaint was made. A member of their operations team came to my house and agree that the trim work used should have been mold resistant. He will be returning to remove the existing moldy trim and replace. Since this has not yet occurred and the deadline to respond is today, I am marking this as incomplete. Once the job has been finished I will update my status as resolved. 
  
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 05/29/2024

  Since the BBB complaint was closed, Window World has now addressed the issue. The trim around the shower window was removed and replaced with mold resistant trim. I am satisfied with the resolution. 

• Initial Complaint

  Date:04/09/2024

  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.

  On April 5, 2023, we contracted with Window World of DC, located in *********, ** to provide siding for our entire house. The project was completed on September 9, 2023. Immediately we discovered a defect in the siding around the front door and attempted to contact the project manager to have it repaired. We got excuse after excuse until we threatened to contact the BBB. Immediately we received a call, and someone came out on March 23, 2024, to fix the problem. During this repair a hole was discovered that was not there initially just above where the technician was working. We pointed it out to him, and he stated that we would have to contact the project manager again to have the technician to come back out to repair this problem. Since then, we have attempted to contact the project manager only to be told that he is not in the office or that he is in meetings all day. They state that he will call us back but that is to no avail. Since March 23rd my wife and I have called several times only to be told that he is not in. We would like your help in getting this problem resolved.

  Business Response

  Date: 04/17/2024

  We have been in contact with the customer and service was promptly scheduled for today Wednesday April 17th. 

  Business Response

  Date: 05/01/2024

  The service has been rendered and completed on April 19th, 2024.