ComplaintsforWindow World of Kanawha One

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bedroom window does not work correctly and a replacement window was ordered but never installed. Several windows still hard to operate

  Business response

  09/13/2023

  Mr. ***** job is complete. All issue he is having are covered under the warranty. Per Mr. **** he wants our Project Manager, ****, to come and install the parts we have here at the office. He is refusing to let us send our normal technician, ******, out to install the parts. **** has been working in our Fairmont location and has not been available for me to send to Mr. ****. We have explained this to Mr. **** and he is insisting that we send ****. At this point we are waiting for **** to install the parts, as soon as we have a date we will let Mr. **** know. 

  Customer response

  09/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Window world has not contacted us since last August of 2023 about bringing our replacement window that they promised would be in by August 18th. They have 3 windows to repair or adjust. Our windows were installed in February 2023 and we have paid 100% and now they will not call us. There is a lady named ***** that has our file and she never calls about our problems. She said their supervisor is the only one that can come out to our home and go over all of our issues and this was supposed to happen on August 21st, and of course we never got a call.
  
  Regards,
  
  *** ****

  Business response

  10/24/2023

  The project manager has been out to his house and we are ordering more parts. Hopefully this will fix the rest of the issues.  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband an me had Window World come out to are home on June 6 2022 We purchased windows for are home we was required to pay have down that was 5 thousand dollars, We was told on that day are windows would be here an installed in October 2022 win October got here I called an ask what day would they be here to install the windows she said it would be November so November came an gone I called back an ask again win would they be here to install the windows she said at this time it will be December so here we go again I called back then I was told it’s going to be January or 4-6 more weeks, My paperwork I have says the windows would be installed with in 23 to 25 weeks of date of purchase that date was June 6 2022 , It is well past the date on the contract , I’m not very happy at all with Window World as of my last call to Window World I made they have put me off till January that’s 7 months an way past 23 - 25 weeks , Thank you for herring my complaint.

  Business response

  12/05/2022

  Mrs. ****** purchased on June 6th. At the time we were running 20-25 week to install weather permitting. I apologize that the salesmen told her October but that was incorrect. 25 weeks would have put her install around the end of November.
  We install by date of purchase. Due to sickness, weather and product delays we are currently running about 4-6 weeks behind scheduled. Per line one on the back of our contract we are not responsible for delays out of our control. Mrs. ****** still has quite a few people in front of her and we are installing as quickly as we can weather permitting. If we have cancellations we go by date of purchase until someone sets. If Mrs. ****** is good for short notice, we could possibly get her done sooner.
  I apologize for the delay and we are working as quickly as we can to get her and everyone else installed.
  
  Regards,
  ******* ******
  Secretary  

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window World (WW) installed windows for my residence that were paid in full on 10/28/20 (receipt attached). The install was not completed until January/Feb 2021, shortly after which one of the windows was found broken (picture attached). The design/type of the break is consistent product failure, not an impact-related break, leading me to activate the warranty on the product. I attempted to contact WW several times over the past 1+ years to honor the warranty I have purchased (receipt attached) twice through transfer from the previous owner, but to no avail. Through 2021 WW was unable to determine which office had jurisdiction over my claim, transferring me from the WW of Kanawha to the WW Parkersburg, and the WW Fairmont. To date, WW has failed to make good on the requirements and obligations of the warranty and fix the faulty window. My latest attempt was on 7/16/2022. I sent six emails to all of the above mentioned WW addressed including versions of one incorrect email provided to me previously as the correct contact for my case -****** ******. WW Kanawha responded on Aug 8th and claimed to be sending a technician out to assess the situation with an appointment on 08/22/29. On 8/19, WW called back and rescheduled to appointment (claimed due to potential rain) for 8/29. I have heard nothing from WW after failing to keep that appointment. While WW staff have always been polite on the phone, the issues of competency and professionalism have prevented them from accurately identifying and fulfilling their professional and contractual obligations. The failure to make scheduled appointments, without prior notice for cancelling, further complicates the harm being done when customers make arrangements to be absent from work, or other life responsibilities that are impaired by this breach of trust and failure of obligation. At this point, WW had failed in its duty and contractual obligation to provide the aforementioned services. I seek assistance with this matter.

  Business response

  10/07/2022

  I have reached out personally to Mr. ****** and left him a message today to see if he is available for either the 13th or 14th for me to come out and deliver his sash.  I did apologize for no one calling or showing up regarding his appointment that was set up for delivery on 8/29/22.  I have left my cell phone for him to return my call, and once I speak with Mr. ****** we will set a time for me to deliver and replace his broken sash. 

   

  Thank you, 

  **** ******

• Initial Complaint

  07/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  pd. 150. for 2 windows from window world, received a credit card from wells Fargo with window world on it. my balance is Zero, Windows have not been ordered as yet, this happened 6-21-22, today is 07-13-22. I canceled credit card, window world will not cancel and keep the 150.00 and windows not ordered, but even though i cancelled the wells Fargo card, they say will still be billed for 1375.00 when they receive the order, it has been less than i month, i do not want windows, nor credit card, and i will not except them if they show up. I am a senior who has health issues, and the fine print was taken advantage of. if windows are not ordered as yet, why can i not cancel order to both window world and wells Fargo?

  Business response

  07/15/2022

  Mr. & Mrs. ***** signed their contact on 6/21/22. Per the contract they had 3 business days to cancel from date of purchase in writing. We was explained to the customer when they called to cancel as it had been over a month. Wells Fargo is not processed until the windows are installed and the job complete. These are custom made windows, we do not keep anything in stock and are upfront regarding our lead time.  The windows are on order but as the customer has called and canceled the Wells Fargo we will have to use the $150 deposit as a cancellation fee to the factory.    

   

  Regards,

  ******* ****** ********* 

  Customer response

  07/17/2022

  [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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,     They can keep the $150.00 as long as order was cancelled and they leave us alone. 

  ***** *****   

• Initial Complaint

  03/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First off i want to tell you when i first had any contact with this business i had nothing problem. They had one of their sellers come to my house to measure the windows and i told him what i wanted. He said no you will get this way instead of listening to what the customer wanted he did what he wanted to do. The more i though about it the more upset i got. I had my son call and complain where i am really sick. My son called and told the company what was going on. They go oh no that isn't like him that isn't his character i am like why would i make that up. Well at the end of thanksgiving the windows came around that time sorry i am bad with dates. The installers came put the windows in and was very respectful to my requests. They informed me that my screen for my sliding glass door was in back order due to covid which i understand that. The company also was suppose to give me a kick plate which was door lock for my sliding glass door so no one could break into it. Well they said all that would be installed together. Well today an installer came to my house he put in the screen like he was supposed to do he had the kick plate or foot plate like he was supposed. He though he was going to come through my sliding glass door with his shoes on and i told him no. He said well i am not getting my feet went and i look at him and sir you can go around and come into the main house just remove your shoes. He got upset was loud and my son her it. My son walk out and sir first off you don't talk to his mother that way he spoke to in a low tone voice and said she is sick just do what she ask. then he got a high tone with my son. He told him right there calm it down. he isn't speaking to him like that. Then my son told him get in your truck and leave. he threaten to beat my son a word he was going to square up with my sick son. I mean you don't treat a customer like that. then they was a screaming match between him and my son.

  Business response

  04/13/2022

  I spoke with my salesman and he said that the only thing he would not have sold them is if they wanted something we could not do. There was a disagreement when my salesman went to measure the windows. This is the only thing we can think of that they might be referring to. The customer did not want us in the bathroom where we needed to measure the window. They wanted us to measure and install the bathroom window from the outside. Our salesman explained that that is not how replacement windows normally work and we really need the measurement from the inside. They still proceeded to purchase the windows. This was in July of 2021.

  The customer’s son called to issue a complaint about the salesman in October of 2021. This was 2 months after they purchased the windows. From what we can remember he was upset that we insisted on measuring the bathroom window, that our salesman was pushy and that he believed he was taking ‘mind altering substances’. He admitting to threating our representative with his dogs. He insisted that after all these issues that we should give him a discount. Which we did offer in the form of the foot lock that the salesman forgot to sell them. We offered to comp the part and labor. The foot lock is what the customer is referring to as the kick plate.

  We installed for the customer around the first part of December. Everything went great we accommodated them the best we could. The customer had new carpet put in so the installers took extra drop cloths and they wore masks to accommodate the customer. Patio door screens have been on backorder due to aluminum shortages. So we did agree with customer to do the foot lock and screen at same time.

  Our repair tech went out on March 15^th to do the repair. He states that he was at the patio door installing the screen on the outside and he was going to step through the patio door to install the foot lock on the inside of the same door. He states he was going to remove his shoes. That it was not an issue as he wears slip-on shoes for this reason. The customer stopped him and wanted him to walk around the house and come in the front door. Apparently this is where the son and our tech started arguing. It apparently got heated and the son threated our repair tech with bodily harm. Our repair tech vacated the premises.

  We didn’t know anything had gone wrong till the customer’s son called to complain to the office, where the customer and son proceeded to yell and insult my office staff. My office staff handled it the best they could informing them that the owner would have to handle this issue. They proceeded to call off and on all day. The son admitted to threating our repair tech and also asked for his personal home address so they could ‘finish their disagreement’.  I believe I was out sick and Mary the other owner has been in and out of office due to her husband being ill.

  The job is complete per the contract. As of right now we do not feel safe sending our staff out as the son has threated bodily harm to 2 out of 3 of our staff. I am putting $50.00 in the mail today as a discount. This is the amount normally charged for a foot lock that was not originally purchased by the customer. We will not go back onto the property.

  Regards,

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

  Secretary

  Window World of Kanawha, Fairmont and Parkersburg    

  Customer response

  04/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Well first off I had my son to try and call after reading the company response. First off everyone will have their own opinion and that is fine. Family sticks up for family which that is more than likely what that company is. Also sense they don’t want to step back upon the property. Then they voild their contract with me on the windows. If anything should happen to them. I am requesting every dime I paid you. Which is close to 7000. This could have all be avoided if the owner of the company owner would have call and spoke to me personally but you refused to do so. Also by what the company stated to the bbb. I have no faith that this company will take care of the job they was paid to do in the future. That is why requesting every dime back. Now if they chose honor the contract of the window which is a life time if anything happens. Then fine they can keep the money. I just don’t trust this company without anything in writing anymore. No faith in them sense they already want to void it by not walking on the property 
  

  
  

  
  Regards,
  
  ****** ******

  Business response

  04/22/2022

  Window World has held up there end of the window contract and all of the products purchased have been installed.  The customer has the warranty on her products purchased.  However if the time comes that Window World needs to repair or replace any products for the customer under the warranty arrangements must be made with her to enter the property and she will need to assure our team will be safe while in her home.  Thank you.  **** ******  

*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. ↩