Complaints

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have included a detailed letter in the attachments of the issues. I have been trying to get a few places of siding replaced on my home. I was told a quote of $100 for the side few pieces that need to be replaced (this should be under their warranty it was due to the siding being cut too short on 1 piece and a few other pieces that nail heads are coming thru) and then a 3 foot piece of siding on the front of my home that is cracked due to the wind which I have said I am 100% responsible for. I have been trying to get this fixed since September 2023. I have been getting the run around for multiple months. I have tried to work with Window World. There 1st response was try to turn in a claim with the actual siding company. I did that I figured they would deny it which they did and stated it has nothing to do with the siding it was how it was installed. One of the installers came out took pictures said he would get back with me after some calls back and forth between with prices we came to the agreement of $100 a few months go by I text him to see where the siding is he said he will let me know once he hears something I ended up calling the Indianapolis office having to explain the whole story after a few days I get a call back stating the siding has an ETA of 30 days. About 3 weeks later I get a call stating the siding was in and I would owe $250 for the siding because they couldn't just buy it by pieces they had to buy the whole box. No one ever informed me of this when it was ordered. I also feel as if Window World would of had to purchase the box of siding to make the repairs to the few pieces that was cut to short and the nails. So why am I having to pay for the entire box of siding when it was due to poor installation. They did call me the next day and said $200 instead of $250 because that is what the box cost them but I feel like they should hold up their end of the deal we made for $100.

  

  Business response

  06/03/2024

  In response to Complaint Id **************************************************** agrees to Complete Job for the agreed $100.00. We will call customer and set up a convenient time to complete Job.

  Thank you

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

  Customer response

  06/06/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 3, 2023, my fianc and I entered into a contract to have a new french door installed and remove the old French door with the promise that this French door will have no leaks and will be fitted properly to the allowed space. The door was installed sometime in May. On 9/27 we reached out to window world because there was an outrageous amount of water coming in from the bottom, middle and through the window panes of the door. Window world tried to claim it as a previous condition until they finally sent someone out to adjust and repair after numerous messages for promise of a repairman on 10/5. On December 9 the door started leaking again from the left side sent a repairman out on the 28th but it needed parts so we had to wait. On 1/4/24 a new leak in the middle of the door and still no new part. Repairman came out again on 1/11 guaranteeing no more leaks now in the middle or the right side. Today 1/13 there is water coming in from the right side and in the middle. There is ice built up between the door and trim on the right side and on the top middle theres ice and snow blowing into our home. This door is not made to fit weve had to many repairmen come and not fix a door that is less than a year old since install. I dont know what damage could be on our floors since water went under the shoe mold or where else the door isnt sealed. We would like to request a refund of $6,680 for the until payment of the door so we can hire a different company that can install a door correctly to fit and not let in air, water and now built up ice and snow. We have all photos and chats saved between window world and us but the files are too large to upload here. We can send everything via email if requested.

  

  Business response

  01/15/2024

  We are very sorry for any inconvenience that you have experienced with your Door installation.We are in Agreement with The Customers requested resolution. We will send Customer a Full Refund as requested. We ask that the Customer call us when Door is replaced and we will send someone to pick it up. We will issue a Refund Check and it should arrive in 7 to 10 Days at Customers Home Address.

  Sincerely,

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

  Window World of Indianapolis

• Initial Complaint

  12/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Oct 20, 2023, 9:37?AM ***************************** (Window World Manager) reached out to me to get my custom order specifications. After back and forth emails with revisions no progress was accomplished via email. On Oct 27: ********************************* then called the office to recommunicate the order and a contract was signed and submitted. It was communicated that the windows will not be available till 4 weeks due to the paint job and turn around time. ********** understood that and would communicate with the company on a weekly bases to get updates. 11/10/23 - Window World received the windows and ******* emailed that notification that at the earliest pickup date available would be 11-13-23 from 8am-3pm 11/13/23 * 12pm **********'s contractor came to pick up the windows but was shocked that the exterior frame was not black. ********** called. *******, replied that she was going to chat to the committee and get back with a solution of response. In the meantime we needed the windows so we had to take them. * Windows were picked up at 12pm by **********'s contractor.* 2:16pm Window World called for us to pickup the windows. We told them that they were already picked up.* 3:34pm Window World called me with the solution that:* they apologize for their fault * they will order new windows and I'll just have to pay for the paint job* I told them. We already have the windows. That their solution would not work due to winter and set back of the project as is.I told them call me back with a solution of compensation. 12/6/23 - ********** send an email to ******* requesting an update12/7/23 - ******* responded that the committee had decided that no customer satisfaction response was necessary The result of this a whole situation set our project back 4 weeks to satisfy our investor desire for black frames. When the sacrifice of that time was met with ill product we had to suffer the consequence of our reputation and the potential cost that this now unnecessary set back caused.

  

  Business response

  12/11/2023

   

   

  In Response to Complaint ***********. Complainant Ordered Custom Windows From Window World of Indianapolis. Final Quote was sent to Customer for Final approval of all Specs, Sizes and Types. Quote was returned To Window World with Customers Signature authorizing Order to be placed. Windows were Paid in full

  and Order was sent to Factory. Order Confirmation was received from Factory on 10/28/23 with a Load Date of 11/08/23 . Windows were received on 11/11/23 , and Windows were picked up by Customers Rep on 11/13/23. Customer contacted ******************************************* and stated that the Windows were made the Wrong Color. Window World Emailed Customer with a Response to Complaint. ******************************************** Response to Customers Complaint is attached. Also attached are Factory Confirmation and Order signed by Customer authorizing Final Order. 

  Sincerely,

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

  Customer response

  12/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  *Has the company addressed the issue of the dispute?

  No they have not. They are getting confused that I am upset about the turn around time of the product. We are not. The same windows were available at ANY hardware store same day. The ONLY reason we went with Window World was to order the EXTERNAL frame in black. When they arrived it was WHITE. We were willing to wait 4 to 6 weeks as stated to us for the RIGHT color. It was not so. Hence our investor was not please that the project had to be post-poned for NOTHING.

  The history of the email communication reflects their lack in details. I had to call them by office because of the confusion. In the end they gave me the wrong contract to sign. It was signed but it was not what we wanted and they knew that which is why they were willing to refund us for the windows and we just pay for the paint job but it would take another 4 to 6 weeks. That offer was turned down because our project could not be delayed any further.

  *If not, why? They were going to contact us with a new costumer satisfaction response and never did.
  
  *Has the company met the agreement they outlined in their response?

  No, they have not. We requested for Black external frames. No compensation has been given.
  
  Regards,
  
  *********************************

  
  

  

  Business response

  12/14/2023

  I am Sorry But we Do not give refunds for Custom Ordered Windows.

  Custom ordered Windows must be Paid in Full. All orders must be Signed off by Customer before Order will be made.

  This is a Standard Policy with any Custom ordered Product. Customer signed off that Order was correct. We delivered the Windows Customer Ordered.

  The *********************** that She ordered from us are not available Same day at Hardware Store, as She stated in her Complaint. The Windows can be Painted

  on the Exterior if needed. We fulfilled Order and can not issue refund.

  Thank you

  Window World of Indianapolis

  Customer response

  12/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  The order was paid in full. So yes that falls into their requirement as they stated for a full refund.

  Nothing was signed agreeing that the order was complete. This form was never signed by me. 

  The day we got the windows, ******* was communicated about the issues the moment the paint exterior was incorrect. 

  The council gave me the option to wait for new windows with the correct paint exterior and that I would just be responsible for the black paint feature.

  I told them no because we needed the windows now and waiting another 4 to 6 weeks for the correct color was not satisfactory. 

  The final situation is that there were emails that were sent of the desire custom order. The order was not placed correctly.

   

  And yes, the same windows are offered in the hardware store: They are common sizes but what is not common is the color, which is why we went with Window World Indianapolis in the first place.

  Here are links referencing so.

  Home Depot:

  48 x 48

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

   

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

  We only went with Window World Indianapolis for the exterior paint job.

   

  They know that 

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

  
  

  

  Business response

  12/20/2023

  In response to rejection Complaint ID ********. We understand that The Customer asked about Painted Exterior ***********************. The *********************** were Quoted several different ways. We have 20 to 50 Different Quotes at any time being worked on. Our Special Order Policy is the same as any Companies that take Special Orders from Customers over Email or Phone. Special Orders are to be Paid in full at time of Order processing. Customer will sign off on final Quote it is as requested and all sizes, Type, Color, and Options are correct before Order is placed.  The Policy is in place because once Order is placed we have to take it. We don't have any use for any Windows that are not picked up. If Order was not Paid for we would have to take a Loss. Changes are Made on Quotes several times and only the Customer can sign off on Final Quote before it is converted to a Order. In this instance Customer Signed Final Quote Twice. The customer attached some Links from some Local Building Supply Centers stating that White Windows were available "Same Day". In both Links Windows would not be Available until after the 1st of the Year. I offer to send Customer a Check for $100.00 and I cant do anything else, that is my Final Offer. I only Offer the $100.00 Payment in Hopes it will make customer feel better and Close this Complaint without further time spent.

  Sincerely

  ***********************;                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   Window World of Indianapolis

   

  Customer response

  12/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I congratulate Window World for having 20 to 50 different quotes at any time being worked on. The business continues to reference back to their policy which they have not yet provided. Just quote from.

  
  The contract that was sent to be signed was not correct. As a reference to their response on hardware store product availability, as they well know, the date of availability of any product changes on the availability base on supply and demand. At the time of the order the windows were available same day. To up hold the desires of timeline and style to our investor of the project this detail was communicated and was decided to go with black exterior paint.
  
  We worked solely with ******* with this order (as written at the bottom left-hand corner of the contract). The trail of communication of the final desire was given to ******* by email. These emails have been provided.

  
  On 11/13/23, our hired contractor picked up the windows. ******* was notified immediately of the error.
  ******* understood this error and was very apologetic about it on 11/13/23 (Day of pick up).
  And because of this error ********** never signed off that the product was satisfactory upon receiving it.
  A little later a Window World representative contacted us with an offer to assist with the error.
  This call was received the same day of pick up. The offer was to leave the windows and for Window World to re-order the frame in the correct color and that we would just be responsible for the paint detail.
  We told them that this was not acceptable because we already have the windows that they are confusing again the status of the windows that they were already picked up and that due to the project we would not be able to post pone it any further.
  A representative of Window World was to call us back with a different offer. They never did, which is why this BBB complaint started.
  I am a bit confuse that the company after communicating with their council of a solution on 11/13/23 came up with a $1,629 (excluding sales tax) refund in comparison to a now $100 refund offer.
  The status of the complaint and the scenario is the same and the company should up hold their initial refund price of $1,629 or similar and a mere <10% of the full price of a custom order is not satisfactory. 
  Regards,
  
  *********************************

  
  

  

  Business response

  12/27/2023

  As customer stated "The Quote they sent to me was wrong" We are in agreement with that. Quote was sent for final approval before ordering. Why did Customer Ok Quote by Signing Twice. I guess that it was not looked at. We offered her $100.00 to put this behind us and close Complaint. Order was filled and Windows are installed in House. We can not offer anything more. Sorry for the Delay we were Closed for the Holidays. Thank you ***************************

  

  Business response

  12/27/2023

  As customer stated "The Quote they sent to me was wrong" We are in agreement with that. Quote was sent for final approval before ordering. Why did Customer Ok Quote by Signing Twice. I guess that it was not looked at. We offered her $100.00 to put this behind us and close Complaint. Order was filled and Windows are installed in House. We can not offer anything more. Sorry for the Delay we were Closed for the Holidays.

  Thank you

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

  Customer response

  12/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The final quote was signed after payment was done.
  The quote that was sent to the customer was not correct. Please check the timeline in your files. A company policy has yet to be provided to back any of the company's statements. Nor has *********************************** testimony on the matter been shared with the BBB complaint. She made an error, acknowledged it, and communicated with the council about it on 11/13/23.
  

  We were offered by their council an initial solution on 11/13/23 of a $1,629 (excluding sales tax) refund and wait for correct exterior paint windows was rejected because we needed the windows presently.

  The council was going to return with an alternative solution.

  They never did. So what is the solution?

  The company made an error. ******************************* their manager acknowledge that the error was on their part.

  Why continue to throw back that it is the customer's fault? 

  
  From the history of previous BBB complaints listed on their website their responses to this matter does not surprise me. 
  *********************************************************************************************
  
  We reject the business response

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

  
  

  Customer response

  01/03/2024

  Dear Window World Management Team.

  All we wanted was a professional apology. ******* admitted that the order was put incorrect. Yes, I (**********) signed the incorrect contract. It was my fault for not thoroughly reviewing the contract before signing. I should have never paid over the phone prior to looking and reviewing the contract. When the product came and it was not correct ******* was very apologetic and tried to remedied the situation.

  I would sign that this complaint is resolved if I would just have Window World apologize and work with me on how issues like this would not occur again. As communicated with ******* we did request other quotes for future projects and want to be assured of a plan to correct anything in the future.

  I don't want money thrown at me and expect that the complaint is resolved. I want solutions. 

  Those that make sense? 

  As I tell my own children. One can not complain unless you have a solution.

  So Window World Management. I am asking you. What will be your solution?

  Thank you

• Initial Complaint

  07/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I started this process in March of 2022. I paid half to start the order process for my windows in the amount of **** as requested. I had problems with the billing office getting my deposit. I paid ********************************** May of 2023. They started the work on the install on 06/05/2023. The installer disclosed to me that one of the handles was missing and they would return to put it on. The invoice did not include my last payment in May and I had to amend it by hand. My account was not charged that week. I went on vacation with family the Friday of the week after. I started getting notifications from my bank that they were attempting to charge my account several times and my bank declined the transaction thinking it was fraud. The work was not completed as the handle was not in yet. It took 3 weeks to get the handle in. After the handle was in I sent a check. After the business informed me they had not received the check I found more work incomplete and informed the company promptly. They are refusing to remedy or complete the work until payment is received. Another window has started to leak excessively since our last conversation causing water damage. I'm fearful of continuing to give them money as they have other reviews of people not getting work completed or remedied either. I will have to hire another contractor for repairs and the water damage which will make me incur more costs if they don't fix it.

  

  Business response

  07/18/2023

  This is in Response to Complaint # ******** We are sorry for any inconvenience that you have had with your Window installation. We will call Customer immediately and schedule a time to get a Technician to make repairs and Complete.

  Thank you

  ***********************;

  Window World of Indianapolis

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called Aug 8th to explain that windows are molding between glass. They said would be replaced because lifetime warranty. It would be 4-6 weeks. 3 months later after not hearing anything, I called and she said they just got the windows and we set a date for December 2nd. She called December 1st and said they can't make it. Then reschedule for Dec 8th. Then she calls December 2nd and states they can't come Dec 8th either. Will not schedule time when I'm available during their business hours

  

  Business response

  12/06/2022

  12-6-22

  TO BBB CENTRAL INDIANA

  THIS COMPLAINT ENVOLVES 2 WARRENTY REPLACE SASHES TO BE REPLACED DUE TO BROKEN SEALS. . THESE SASHES WERE RELACED  BY OUR INSTALLER ON 12-5-22. 

  CUSOMER SIGNED A COMPLETION  SERVICE SHEET AS COMPLETE AND SATISFIED. PLEASE ADVISE IF WE NEED TO SEND A COPY TO YOU.

  SINCERLY,

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

  OWNER- WINDOW WORLD OF MUNCIE, IN. 47304

   

   

  Customer response

  12/07/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were to have windows and a patio door installed on the first floor of our home. Day 1 of install (6/1/22) we were informed one window was measured incorrectly by installers so needs to be reordered. Day 2 of install (6/2/22) we were told that the new patio door was too large to fit in our existing patio door opening. The old door had already been removed and was destroyed by window world in removal. We were told by installers the manager would contact us, but they never contacted did (regarding door or window from day 1). I called the manager to discuss and see what our options were. His resolution was to cut out structural 2X4's holding up the door header to make the door fit. I told him this is structurally not allowed and would damage the door, wall and our home. Then their solution was to board up the hole. The hole was covered with cheap plywood, plastic wrap and some foam spray. We received no communication from window world and had to call for information multiple times. After almost 2 weeks of the opening being boarded up we were finally given a confirmation that door was ordered and estimated installation would be late August (2 months from ruining our old door). During conversation manager advised new door would have to be custom so it would be unlikely they could offer any compensation despite this being due to 3 window world employee's incorrect measurements. We never would have ordered a new door if we knew it was custom as the old door was fine. We trusted this business and they are taking advantage of us because we have no other options and a boarded up hole in our kitchen. We've had multiple conversations and they are only concerned with their income and not their customers. Our kitchen makes us very frustrated to look at every day now due to their mistakes and us trusting them. We try to avoid it now because it is such an eyesore, but it's our kitchen so hard to do.

  

  Business response

  06/16/2022

  ThankTell us why here...I have called customer to discuss this issue. I left a Message and I will be talking to him shortly. I will contact you as soon as I have a resolution to this complaint. 

  Thank you for the correspondence.

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

  Owner

  Window World of Indianapolis

• Initial Complaint

  05/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered new windows and installation. During installation, one of the employees damaged the screen (major cosmetic eyesore). It was promised that it would be fixed; however, its been 9 months with no replacement. I did follow up and received correspondence in January that the part was in and could be replaced. I sent another message in March but received no response from this business. I would like for this screen to be replaced, as stated, posthaste.

  

  Business response

  05/10/2022

  We are sorry for the Delay in getting Screen to The Customer. She is a Customer of ******************************************* of South Central. I called them and made them aware of the situation, and they are going to contact the Customer and set a time to deliver her Screen.

  Thank you

  ****

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Been waiting since January for a replacement window. Installer comes out today to do the replacement only to find it is the wrong window. Now I'm told it will be another 8 weeks before i get my window replaced. This means I will be waiting 6 months to have a window replaced. This is causing an unknown amount of heat and cooling loss and I am just grateful that both panes of the window did not break. Six months is unacceptable service for a broken window.

  

  Business response

  04/27/2022

  I would like to apologize for the Extended lead times the Factory is experiencing. We want to thank you for your business and we understand your frustration with the wait. We will do all we can on our end to get your window in as soon as possible.

  Your Window has been ordered and we will call as soon as we receive it to set up a time to come and replace it. Please feel free to call if you have any Questions. Thank you, *************************** Owner of Window World Indianapolis.

*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. ↩