Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 7 windows from ww 8/12/24 for $12,157. Initial deposit made 9/19 and second/final payment recieved 10/30 despite the windows not being finished. Here we are on 1/7/25 with no resolution, 5 in home visits where the installers have yet again installed wrong color caulk (3rd time) have now made walls a mess, and ruined my draperies. On visit 1 windows were installed, caulk was unusable and trim didnt match windows incorrect, also issue with window wrap. visit 2 they came and caulked (messy) with incorrect color on incorrect trim. Immediately after I realize this I reach out. They are also supposed to install plugs at this point as we have passed inspection. This is also when they auto drafted final payment. 3rd appointment installers came with correct trim and incorrect caulk, and no plugs. Nothing was completed besides they added trim which for some reason was peeling off and falling off my new windows. After this visit I was told by **** that I would receive a $250 Credit for my troubles, I have still never recieved this. Visit 4 incorrect items and said they would leave and get correct and come back never to return, they left and never returned and no one called to confirm this or explain so I waited yet another entire day. Visit 5, trim looks different so I question but it does match. This appointment was to have plugs, corrected caulk inside and out. And replaced trim inside. Caulk was incorrect- manager said well that was a custom color and it takes time to get- well then why did you send them out again and tell me you had all the stuff to complete? In this visit they were pigs and left trash around the house, ruined drapesx put the wrong color caulk on like they were finger painting a Picasso. Im beside myself. Oh and they ruined my drapes and hid it so I wouldnt see, I saw only after they left and I went to put My house and furniture back and vacuum. Oh and plugs, still not done. Months and months. With no resolution in sight.

  

  Business response

  01/08/2025

  Window World has spoken with our customer on today's date ******. Customer has been advised of the $250.00 credit was already processed back on 12-10-24 and the customer will check his records for the credit. We have also agreed to have our Field Supervisor come out on 1-14-25 to further inspect the walls/caulking and drapes and install the balance covers and caps. Window World has advised our customer that we are working on a resolve to this matter.

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March, we purchased three sliders for our home as well as a window for our kitchen. Within a couple of months, we noticed some black spots as well as what looked like a defect on three out of six panels in the doors. ***, the salesman, came by, took pictures and submitted them for warranty replacement. After 8 weeks, we had not heard anything and contacted the company. We were told that the company who made the windows denied the claim. It was resubmitted with new photos and we were then told that the warranty claim was approved. We have had multiple contact with Window World (******, ****) and today 11/15/24 left a message for **** Houpth. Window World has never initiated any contact, and never return calls. We spent $24,000 for the windows, which was financed through **************** because Window World does not do in-house financing. They have gotten their money and have yet, after approximately 5 months, repaired, or replaced the sliders. We have since found multiple reviews of disgruntled customers.

  

  Business response

  11/18/2024

  Window World apologizes for this matter. There was an issue with the manufacture prior to obtaining better quality pictures in order to process the warranty claim. The manufacture originally did not notify Window World of the claim denial. Window World has had recent communication with the customer on expected delivery date from the manufacture and that the manufacture would reach out to the customer to set a service appointment to install the warranty replacement. Our Field Supervisor from our Tampa office will be having a conference call with the manufacture today to determine an expected resolve date. 

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid a deposit of ******** on 10/28/23 was told 8-10 weeks for door to come in, we are now at week 15 and after several phone calls on my end still to no avail no door and keep getting the run around as to when the door will come in. No one has reached out to us ever we have been the ones trying to follow up all the time. Very poor communication on this companys end and have asked that our deposit be refunded so that we may find a new door elsewhere and are still getting the run around. They have not held up their end of the contract.

  

  Business response

  03/05/2024

  Window World apologizes for this matter. The delays are with the manufacturer due to vendor parts which have caused the delays beyond Window World control. Unfortunately, Window World is unable to meet the customers expectations. Window World is in process of refunding the customers deposit and cancelling the order. 

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window world of Tampa came out to my place on 11/24/23 to give me quote on replacement windows. During that visit, the sales **** ******** indicated he thinks they could just repair the broken parts. He then called his manager, who indicated he needed to speak to repair manager. ******** then spoke with repair manager and advised that Window World did not install these windows, as I was not aware who did due to them being installed prior to me owning the home; however, they are the windows that Window Worlds use (******** Windows). The repair manager indicated they would repair the broken parts with a $75 charge. On 12/1/2023, a technician came out to inspect the window and determine what parts were needed. He indicated all 3 windows needed new constant force balance systems, then proceeded to take picture of tags on window. He indicated they would order the parts from ********* which will take about **** weeks then come install once they come in. I had not heard from them so today, 1/24/24 I called and was told they were not allowed to repair the broken parts as they did not install. Might I add I have never received a phone call stating this and now I have been waiting for almost 2 months for these parts.

  

  Business response

  01/25/2024

  Window World is very sorry that Window World is unable to offer service/repair for the window as the customer did not purchase the ********************* from **********************. Our ******************** office has fully explained this to the individual today.

  Customer response

  01/26/2024

   
  Complaint: 21193653
  
  I am rejecting this response because: when window world came to my place originally it was stated up front that I did  not know who installed windows as they were here when I bought. The sales **** ******** indicated he did not think it was window world as they put a label on their windows; however, these are the exact windows they install. ******* then communicated this (that they did not install) with his upper management, however, upper management stated they would still fix aa a rare circumstance for me.  Window world then sent a repair person, to my house, to determine which parts were needed to fix the windows  it was verbally agreed between myself and window world that they would repair as i also signed paperwork when repair person came out stating what parts I needed them to order. 

  
  Sincerely,
  
  *********************

  

  Business response

  01/29/2024

  Unfortunately, Window World apologizes for the confusion. Window World made an effort to try to further assist by coming out as indicated to determine IF these were a Window World install. Window World's Sales Representative had no specific authorization to make such request. If Window World was in an attempt to offer service on a non installed Window World product, there poses the liability of such damage that Window World could become involved. ******** (the manufacturer) has a service department that could further assist. You may go to ********.com and navigate through their website for more information. 

  Customer response

  01/30/2024

   
  Complaint: 21193653
  
  I am rejecting this response because window world did not come out to determine if these windows were installed by them. Window world sales rep came out and very clearly stated to manager that window world did not install these windows. The repair man then came out to determine what parts were needed to repair these windows. Pictures of windows tag were taken so they could have simontin make the specific parts for my window.  Sales rep did not authorize the repair he called and spoke to management who authorized the repair. 
  

  
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased windows from Window World in December ******************************************** so. We noticed last year the White caulking they used for installation was getting dark and the color of mold. This year they are darker and dark mold color. I called Window World Tampa 11/8/23 and asked the agent if they have had any complaints about the white color caulk is turning to dark and the color of mold. She said yes. I asked if the company is addressing this issue. She told me that if we wanted if re caulked the cost would be a $75 service call and $45 per window. I totally understand they buy the caulk I'm guessing bulk for a better price. This problem is still their problem and part of their warranty as it it is a cosmetic issue, and they should replace the caulk. A better grade that won't -Crack, Peel, or discolor. We would like it if the BBB would get involved to have this problem fixed and satisfy us as they advertise, they stand behind their products and installation which includes the products they use for installations. They claim to be the # 1 window on their advertisements. Let's see if they can and stand up to their products and installs to keep this reputation as # 1.

  

  Business response

  11/15/2023

  Window has spoken with the customer concerning the labor warranty for all products. The products were installed in 2020. The customer has a ***** labor warranty--which has expired. The customer has been provided with the costs associated to perform the task concerning the caulking. Maintenance upkeep for the caulking is required by the customer. The product itself has a lifetime warranty.

  Customer response

  11/16/2023

   
  Complaint: 20844263
  
  I am rejecting this response because: Window world claims to be #1 window and this just proves they do not stand behind their product. I am a recent construction business owner and have done all phases of construction including building homes. I always used the best materials to avoid any and all complaints. This is a great example of big companies only out for one thing and that is using materials with less quality and GREEDY PROFITS. Stand behind your installations and replace the caulking on our windows. This has been 3 years and put your money where your mouth is!!! I will never use your name for a reference as I wil rather tell them the negative results I have experienced with Window World.
  
  Sincerely, 
  
  ***************************

  

  Business response

  11/16/2023

  The labor warranty has long since expired 2/20/22. Window World would be happy to provide service, however since the labor warranty has expired there is a charge for the service. 

  Customer response

  11/16/2023

   
  Complaint: 20844263
  
  I am rejecting this response because: So sad that will not take responsibility for this problem. I will spread the news to anyone in ************ of your failed policy and your lack of quality control with your finished product and cheap caulk!!!!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window world put my doors and windows in. My house has not passed inspection. This has been a nightmare I told the over and over again the windows were right they assured me. I've had many text messages with this company. Everything was hid by the trim when I removed it I found all the code violations. My door still has rotten wood and one of my windows has a 13/4 gap. I can't understand how a window and door company can't pass a inspection this is there specialty. Thank God for the building department.

  

  Business response

  11/07/2023

  Window World apologizes for this matter. Our Tampa office Field Supervisor has already reached out to the customer and have set up a scheduled appointment for 11/13/23 to make the corrections for this project. 

  Customer response

  11/07/2023

   
  Complaint: 20834888
  
  I am rejecting this response because:
  They don't want to communicate with me. I'm paying for windows and doors that didn't pass Pasco county building department.  I want my money back until this passes. There is no excuse for this kind of company they should've passed the inspection this is there specialty.   
  Sincerely,
  
  *****************************

  

  Business response

  11/15/2023

  Window World has made the corrections to the door and windows this has been done as stated on 11/13/23 the customer has signed off on this work done for the corrections. There are (3) windows on re-order for the customer due to incorrect size. Once these items arrive an appointment will be set to complete these (3) windows under warranty. Once this has been done an new request for an inspection will be set to finalize this project. 

  Customer response

  11/16/2023

   
  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 response

  01/26/2024

   
  Complaint: 20834888
  
  I am rejecting this response because:

  Every window and door has failed inspection actually we have failed 3 . My door from my house to my garage is not a fire door and has to be replaced per code. Every window and door they installed have been reinstalled. Now the company will not talk to me and tell me when they will finish this job. I'm waiting for a window a sash and the fire door. Since Reinstalling all my windows. They have ruined the outside of my house and no one will talk to me about that neither. This has been going on since October 2nd. I would like window world to finish my house and give me a date on all these issues. Thank you
  
  Sincerely,
  
  *****************************

  

  Business response

  01/30/2024

  Window World apologizes regarding this matter. Today, 1/30/24 Our Tampa office Field Supervisor has left the customer a voice message about the status. The re-ordered door has a tentative ship date of 3-5-24. The sash (warranty claim) we are expecting this to arrive any day. Once the sash arrives--Window World will reach out to complete this warranty work and at that time Window World has previously advised the customer that the paint touch up around the exterior of the windows would also be taken care of at that time. Our office has been in contact with the city inspector as well regarding the re-order door and the inspections. Window World is currently working to get this matter resolved. We thank our valued customer for their patience.

  Customer response

  01/31/2024

   
  Complaint: 20834888
  
  I am rejecting this response because: this has gone on too long they will not communicate with me. I believe they think this is a joke. I also want a date on the front window. This has been going on since October 2nd. There are no excuses for all the mistakes in this project you are suppose to be professional.  You put in windows and doors and you don't no the building codes. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Front entry door failed inspection on 6-30-23 and then again on 7-13-23. Last communication with my field supervisor was on 7-24-23 when he acknowledged after I sent him pictures that the installation was wrong.. This person will not respond to phone calls so I have sent him text messages on **** **** **** **** 9-1 9-8 with no response. I want to know when my front door will be repaired so it will pass inspection and I can paint it. I have a bulging disk in my lower back and had to get on my hands and knees to attempt to repair the weather striping on the bottom of the door. If something happened to my wife and myself our children would be stuck with this problem before they could sell the house. I have lost all my patience with these people and I'm considering legal action. My customer number with them is ****** Thanks ***********************

  

  Business response

  09/13/2023

  Window World apologizes for this matter. We have reached out to our customer and advised that a replacement threshold is in process of being re-ordered. 

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 6, 2023 we met with ***** from Window World and moved forward with an order for 22 windows, $30,000 order. He measured and we were told 5-6 weeks for delivery and install. 19 windows were installed, the installers used our tools and stepped in brand new kitchen cabinets and broke them to do so. Also, they told us 3 had been mismeasured by window world and would be an additional 5-6 weeks. We discovered one window that was installed was broken, we werent informed. When we asked that the order be expedited as it was not our error, we were told well ***** isnt here anymore, and I didnt measure the windows, did I measure them? Worst customer service responses I have ever heard. Now we are past the 2nd date and we were just told the windows were to be installed tomorrow but the the truck is delayed and we have no idea when installation will take place. And it is not their problem that our whole project is being delayed. This is 3 months after original agreement.

  

  Business response

  09/11/2023

  Window World apologizes about this matter. The issue with the tools and cabinet has been resolved. The matter with the (3) three windows the customer has been fully advised of the current status as of 9-8-23.  The shipment with the (3) windows was re-routed due to the storm--******- that came through *******...the shipment was delivered to another Window World warehouse. The factory is working on getting that shipment picked up and delivered to the correct Window World warehouse. Soon as Window World obtains the estimated delivery we will further advise our customer the expected time. We do understand that this is frustrating, but beyond control.

  Customer response

  09/11/2023

   
  Complaint: 20570079
  
  I am rejecting this response because: the issue of the broken cabinet and tools has not been resolved.  **** said we will address that when the job is done even though we have provided an invoice for new cabinet and tool blades. And of course a hurricane is a disruption personally and professionally, but that was over 12 days ago; and Window World is still not able to tell us where our product, their inventory, is located or when we will receive? 
  
  Sincerely,
  
  *****************************

  

  Business response

  09/11/2023

  Window World will further advise/update the customer once the shipment that was re-routed due to the storm has been shipped from the current Window World warehouse to the expected Window World warehouse. 

  Customer response

  09/27/2023

   
  Complaint: 20570079
  
  I am rejecting this response because:

  In the first week of June, 2023, we commissioned Window World to provide and install 22 windows in our property. We were told 5-6 weeks. 19 were installed. The remaining 3 were not because Window World measured the windows incorrectly. One window was broken during installation. When trying to get resolution we were told things like I didnt measure your windows, that guy isnt here anymore I cant expedite it, it will be another 6 weeks our installers broke your brand new cabinet by standing in it? And used your tools? Well, we will talk about compensation for that when the job is done today is September 25, 2023 and the inspector has left for the 2nd time because screws are not installed - no return calls from windows world after 4 attempts.
  
  Sincerely,
  
  *****************************

  

  Business response

  09/27/2023

  Window World has been in contact with both customers. Window World has completed the remaining (3) windows and sash on 9-15-23. The customer brought to our attention that a bathroom window had fog between the glass--this is seal failure and covered under their warranty. This top and bottom sash has been re-ordered and once this item comes in a scheduled appointment will be set to install the sashes. The inspection failed, but Window World made immediate efforts to come back out and correct the fail fixes which were done on 9/26/23. The balance covers and s**** caps were also completed on this date as required. 

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had windows installed over a year ago, 6/2/2022. There were designed wrong and poorly re-worked to fit in my frame. The windows' sizes were wrong and the design was also not according to spec. They were "forced to fit". Corrected replacements were later installed but original install issue was not resolved. I communicating with a least 3 field service supervisors who each assured me they would correct the issue. Then at least 4 different service teams showed up to affect the repairs. I was told by each team they did not have "the correct supplies, the correct parts, the correct items needed for repair, they were put in wrong to begin with".Pictures were taken by 2 field supervisors and 2 repair teams to report back to corporate. "This will be escalated to the highest level", I was told. After over a year my windows are not installed to manufacture specifications.

  

  Business response

  07/10/2023

  Window World has placed a reorder for the correct arched trim needed. Once these items arrive Window World will set up an appointment to make the necessary corrections to this project.

  Customer response

  07/11/2023

   
  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,
  
  ***************************

• Initial Complaint

  06/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  1. There was a problem w/installation of slider based on incorrect measurements 2. ****, Field Supervisor, said he'd order new door but I needed to sign to release $. I was willing to release $'s for windows but not door. ********* contract page never sent to me.3. Suddenly salesperson is reaching out saying Window World will remove slider from contract. That's the solution? remove the door? (I HAVE to do something with the door for HOA so doing nothing is not an option).4. I didn't sign new contract (windows less door) when ************, mgr, called. We had what I thought was an honest conversation. I since learned the salesperson ordered the wrong ******** shared I was waiting on new quote. ***** asked me to please sign contract w/windows only & he would ensure the salesperson scheduled an appt to resolve issue w/slider. In show of good faith I signed window only contract - what a fool I am.5. New quote was additional 110% more than initial quote.6. Window World eventually sent another salesperson to measurethe slider & quote 2 windows (6/16). Again I thought I was having a good conversation, ***** listened & suggested instead of going through BBB or internet reviews I reach out to *********************** (owner).I called ************** (6/19) left msgs *************** asst. Did not hear back so texted ***** & asked if anyone reached out to him.***** said no, but he would follow up w/*** (6/21). As of Fri (6/23):1- no one from Window World reached out to discuss the issues.2- No new quote.The last quote for the sliding glass door that Window World not only measured incorrectly but ordered the wrong door was an additional 110% (initial quote $4701 plus installation - new quote $9810 plus installation). And the quote was not a 1-off, they provided my neighbor with a lower quote for the same door.3 -no quote for the 2 remaining windows 4 -Install of windows not complete, no inspection and no finishing work. 1 screen is broken and needs to be replaced.5 -no effort to resolve

  

  Business response

  06/26/2023

  Window World has provided a refund for the Sliding Patio Door. We have reached out to our customer to set a service to come out and inspect the screen in question and provide a walk through of the windows. This appointment is set for 6/27/23. The permit had to be submitted for a modification with the City and pending the approval of these changes. Once this update has been done, Window World will proceed to have the inspection requested. The patio door costs is the costs of a custom Sliding Patio Door, Window World is not able to provide a discounted price for the same price as a standard patio door. The customer is welcome to obtain additional quotes from another Window/Door Company.

  Customer response

  06/27/2023

   
  Complaint: 20228206
  
  I am rejecting this response because:

  Window World did not provide a refund for the slider.  They ordered the wrong door and did not provide the terms and conditions of the contract to me and were unable to force me to pay for the door upfront.  Their answer was to remove the door from the contract when they realized their salesman was providing the same wrong quote to several people in my neighborhood.  Window World said they would work with me to reorder the slider.  I offered to pay more than 50% increase for the slider but Window World wanted 110% increase.  We had what I thought was a good conversation, ********************* said he would have salesperson ***** reach out to me with the new quote if ONLY I would sign a new contract SPLITTING the windows from the door SO THAT Window World EMPLOYEES COULD GET PAID.  That is the real story - no regard for the customer, only themselves.  Every time ***** did reach out he had a new story.  Once I signed the contract splitting the windows from the slider they ignored me and chose not to respond to my requests.

  Interestingly Window World sent another salesman, *****, who again - spoke that good game and pretended to be on the customers side.  ***** suggested I reach out to owner ***********************, which I did.  ***** has never responded, even to say 'screw you'.  I now understand why Window World employees act the way the do - 'attitude reflects leadership' (or lack of).  And ***** did take measurements for the slider and 2 additional windows but has yet to provide the quote.  I reached out to ***** to let him know I called ***** and again, from owner to salesman they hide rather than call the customer.  ***** - might want to put out a BOLO on ***.

  To date of the items requested to resolve here is the current status (6/27):

  1 - no one from Window World reached out to discuss the issues.  OPEN
  2 - I was not given a new quote.  The last quote for the sliding glass door that Window World not only measured incorrectly but ordered the wrong door was an additional 110% (initial quote $4701 plus installation - new quote $9810 plus installation).  And the quote was not a 1-off, they provided my neighbor with a lower quote for the same door.  OPEN
  3 - Window World charged me twice the fee for the permit on the initial contract (and that's before Window World removed the sliding glass door). OPEN - overcharge.
  4 - Window World did not do a walk through of the windows they installed. CLOSED 6/27, *** came out to repair the screen and did walk through the windows.  *** also corrected the missing piece the neighborhood painters told us about.
  5 - Window World has not scheduled the inspection and as such, have not completed the finishing of the windows. OPEN
  6 - One of the screens is broken and needs to be replaced CLOSED 6/27.
  
  Sincerely,
  
  *****************************

  

  Business response

  06/28/2023

  Window World Field Supervisor and Sales Team have discussed the customers concerns with the Sliding Patio Door. The original Sliding Patio Door was not mis measured--the door ordered was a standard sliding patio door. In order for its installation there has to be normal cut backs to the opening(drywall) and such the customer did not want this to happen. The customer requested a refund of the door which was done on 5/30/2023. There is no over payment for the permit. The customer is looking for a custom door for a reduced price. The Sales rep has provided the customer with the new price for the custom door at which the customer again is wanting the door for half the price. Pricing of increase of products do affect the costs vary as the manufacture makes these changes. Once the City confirms the modified permit an inspection will be set and once that has taken place Window World will return to install the balance covers and s**** caps.

  Customer response

  07/03/2023

   
  Complaint: 20228206
  
  I am rejecting this response because:

  I did not request a refund for the door and if it was a simple 'fit' with the correct door ordered Window World would have made me pay for the door.  If, as Window World is claiming I requested a refund then why:

  1 - did ****, Field Supervisor, tell me he would order a new door but I had to pay for everything less 2%?

  2 - did *************************, salesman, suddenly call and say Window World would remove the door?  Again, odd response for a company wanting to make money.  

  3 - Why did *********************, manager, send another contract (with the contract terms and conditions attached) separating the windows from the slider?  Then when I did not sign the new contract ***** called me and said, please sign the contract it's end of fiscal year and employees need to be paid.  And if you sign the contract I will have ***** reach out and schedule time to walk through the new contract for the slider only? (***** never did reach out FYI).

  4 - Why after all of this did Window World send out another salesman, *****, who I thought listened and suggested I contact *********************** who would make this right.

  5 - Why did Window World charge me $1150 for the permit initially and then $589 for the permit on the 2nd quote?  That is an overcharge and overpayment.  

  No one is asking for a custom door at cost.  Window World quoted $6061, then $9810.  I offered $8500 - that is not less than 50%.   Window World can't spin this because all conversations were in front of others.  Since Window World is exerting more energy fabricating the truth than trying to resolve a customer complaint in ******* they need to understand:

  I'm screwed.  I have windows installed that hopefully work and God knows what response I will get if anything needs fixing under warranty - their word is useless, however,

  When will the inspection be scheduled?

  When will Window World complete the finishing touches on the existing windows?

  When will Window World do the right thing for the door?

  
  Sincerely,
  
  *****************************

*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. ↩