Complaints

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had new windows installed this year. Window world said the new windows would keep cold air out which it doesn't. When the salesperson came he showed us that these windows would keep heat and cold wind from coming in the room which it doesn't. We are a victim of false advertising and a faulty product. We have contacted them several times and they have not fixed the problem. We are filing these complaint to get a resolution

  Business response

  12/26/2023

  We have actively been in touch with *** ******** to properly address and identify any potential problems and issues regarding the product and/or installation.  We currently have a scheduled appointment with *** ******** for us to completely remove and reinstall two of the four windows in question to try to resolve the customers concerns.  There are no water leaks or any damage all resulting from the installation.  This has already been escalated to the factory to have a factory representative perform a secondary follow up inspection, should we not be able to identify any issues with the installation.  We are committed to fully replacing the windows if we identify they have in fact been made faulty.  Should we not find any issues with the product or installation, an energy audit will be recommended to better inspect the rest of the building envelope.  

  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 that my complaint has NOT been resolved because:

  The issue has not been resolved to date. Window world is scheduled to come to my house tomorrow on 12/28/23 to check the installation of the windows by taking only 2 out of the 4 windows installed in our bedroom and then reinstalling them to see if this fixes the problem 

  
  

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

  Business response

  03/11/2024

  Dear *** *********

  We have followed up with the energy audit company since your assessment was completed.  They believe that the attic insulation will make a significant improvement and that the interior glass of the windows will feel warmer once their process is completed.  They offered and advised that they will perform a post insulation assessment to verify the intended improvement.  The only additional change that can be made to further increase energy performance would be swapping the current glass panels (sashes) for triple pane panels.  The energy audit company felt this was unnecessary, but we can revisit that choice once insulation and new assessment is completed.

  Best Regards,

  Window World of Long Island
  

  Customer response

  03/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  Please Be advised that Home Greenlogic did complete the project on 03/22. They put additional insulation in the attic above our bedroom and sealed all ducts in the house. Due to the warmer weather, it is difficult to determine if the window issue has been resolved.

  thanks 

  ****** ******** 

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  Lowell Handschu
  
  
  
  
   
  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered windows and a double sliding door with blinds on September 18, 2021. The first piece that was installed was the double sliding door with blinds on February 21, 2022. Upon installing the doors, the blinds inside the glass were not functional. We were told that would be remedied immediately. Window World told us they ordered the blinds, and it would *********** weeks for blinds to come in and be installed. It has been 15 weeks and we still have not heard anything about the blinds. When we call Window World, the person we need to speak to is rarely there and we are told they will call us back, but they do not. This is just for a set of blinds that came damaged. Next to come in were the windows on April 8, 2022. The dining room window had a custom cut eclipse window that took a little over 6 months to arrive. Upon unwrapping the window, they realized it had been delivered with a huge crack across the entire window. Window World continued to install the broken window, and placed packaging labels across the length of the entire crack on the outside of the window. Again, Window World told us they would fix this issue and order another one. We called them to inform them that along with the crack in the window, the locking latch was damaged as well, and they told us they would make a note in our file, but each time we have called back they do not address the locking latch, only the cracked window. The dining room window was supposed to have a trim around it, and upon installing the window they told us they had not yet ordered the trim. How can you install a cracked window without the trim being ordered? We were told the trim would take 1 - 2 weeks to come in. This was on April 8. It has been over 8 weeks and each time we call we are told someone in the appropriate department will call us back with an update. I believe Window World has been given more than enough time to rectify this situation and they have not even fixed our small issue from February yet.

  Business response

  06/21/2022

  We are actively trying to get the necessary parts from the factory to make the necessary repairs.  As materials arrive from the factory we will work expedite the process and get everything fully completed and resolved in a timely fashion.  This issue has already been escalated at the factory level to have the parts rushed and sent to us a quickly as possible.  Thank you for your patience and we will actively work at all solutions for a faster resolution if possible. 

  Customer response

  06/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  After months of waiting for parts, they were all ready within a few days of filing this complaint. We are pleased with the repairs made to the sliding glass door, and the dining room screen. However, measurements for the trim around the dining room window were never taken and the measurements were taken for the first time when the workers were here. In addition, the replacement eclipse window that arrived was ALSO cracked which will delay this process even longer. We have still not heard any confirmation about whether the locking latch on the dining room window will be replaced or if installation of a chipped lever is acceptable. 

   

   

   

   

  
  
  
  
  
   
  

  Business response

  07/22/2022

  We are still actively and currently handling the situation with all of the resources we have and we are working as fast as possible to have this resolved.  We have additional parts on order (again) and have made changes and alterations to the project to make sure we overall end up with the best possible project and aesthetic.  Unfortunately, with the nature of specialty shape windows, the parts needed are taking longer and the options are very limited.  We have our field supervisor and manager regularly in touch with the customer to keep the project progressing and we sincerely want everything fully completed and resolved. 

  Customer response

  07/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  Although two representatives are now keeping in closer contact with us regarding our issue, we still do not have the window replacement. We were informed that it should be arriving on August 19, just shy of a YEAR after placing our order. This issue will be marked resolved once the job is completed. 

   

   

   

  
  
  
  
  
   
  

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid to have approximately 14 windows installed and capping on existing doors. The windows did not work properly and the capping was not completed. I have called numerous times to resolve this situation. The installation took place on April 18th, 2022.

  Business response

  06/21/2022

  *********,

  Everything should be fully completed as fully resolved.  We apologize about the delay in service.  Please contact us directly if we can offer any additional assistance.  Thank you! 
  

  Customer response

  06/22/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had Window World install all of our windows in December 2021. However after installation, we noticed that whenever the wind blew towards any of our 2nd floor bedroom and bathroom windows, a high pitched whistle would happen continuously day or night. The whistle is so loud and continuous, me and my wife have to sometimes leave our bed room on the 2nd floor and sleep on the couch on the 1st floor living room. We have seen 3 different people from Window World ****** **** & a man who we don't remember his name) regarding this issue and no one has been able to determine why it's happening. **** promised to have an install crew come and inspect the outside of our window and inspect capping; however that never happened. *** noticed that our windows were made to poor standards, and were actually missing pieces that he said he would normally see on other windows that they install.After Window World was unable to determine the reason our windows were making noise, and also after we demanded to speak with someone from management, they send ******************* from the window manufacturer. ***** came and inspected our windows on March 30, 2022. Upon inspection ***** claimed that the windows were installed not to standard, and in his words "bellied and tilted to the left". ***** called Window World directly from my house at the time of inspection and spoke to **** on loudspeaker knowing I was there and could hear their conversation. ***** described to him the flaws that he noticed, and **** stated that he would contact us in 48 hours. 8 days later someone else from Window World contacted us, and instead of acknowledging the mistakes of their installation, tried to schedule a date to insert the missing pieces that *** had noticed. On 4/23/2022 *** came to insert small cheap foam pieces into all our windows. We currently are still hearing the noise despite the pieces, **** has not called us, and we are still stuck with improperly installed windows that make noise.

  Customer response

  04/27/2022

  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 and the matter has been resolved.
  
  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. ↩