Complaints

• Initial Complaint

  12/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  we ordered double doors with screens on 7/6/2024. After install we seen daylight ************ of one door. Repairs were made 3 times & still didn't fix prolbem. We paid $6416.00 after all this we want money *********** can have there doors.

  

  Business response

  12/10/2024

  We sincerely apologize for the inconvenience you've experienced. We deeply value your trust in our services and products, and we are committed to ensuring your satisfaction.
  We understand the frustration caused by the issues with your storm doors, and we take your concerns very seriously. To resolve this matter promptly, we have ordered two replacement storm doors and will expedite their delivery and installation at cost to you.
  Our goal is to ensure that the new doors meet the highest quality standards and are installed to your complete satisfaction. We will also assign a dedicated technician to oversee the process and address any concerns during or after the installation.

  Customer response

  12/11/2024

  Better Business Bureau:
  
  I have reviewed the offer 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 my decision appear below.
  
  [Provide details of why you are not satisfied with this response.]
  Reason for not accepting offer I have already paid for door installation once  why would I pay extra for doors not installed properly  by Window World
  Regards,
  
  *** *****
  
  
  
  

  

  Business response

  12/11/2024

  Window World has submitted a response and/or proposal to resolve this complaint. The details are as follows:
  
  Date that proposal was made:
  
  Description of proposed resolution:
  
  Promised completion date:
  
  
  In addition, the business provided the following additional details:
  
  
  

  Customer response

  12/11/2024

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *** *****

  ---

   

   

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 8th, 2024, Installer ***** ***** and an assistant came to install our new front door in my home. Contract C302380 was established with Window World of Cleveland with ****************** on July 2, 2024. Upon completion of installation my wife had noticed that the paint finish was damaged, tried to get the side glass window clean but wouldn't come clean. She said that there was something on the inside of the glass that this door is damaged and not a brand-new door! We contacted ***** ***** at his phone number that he gave us if there were any problems. ***** did not answer so we left a message and also contacted Window World to notify them of the damages. ***** returned our call, left a message. ***** said he forgot to tell us that he had damaged the paint along the side when he pulled tape off during installation. He said he told his installation manager about this and was either going to fix it or give us a whole new door. Window World has done nothing but sent out a supervisor in October. He took a bunch of pictures. Told my wife this should have been resolved a long time ago. This morning 11/15/2024 @ 9:28 AM Window World called. Said a manager was coming out today to look at the door. He arrived at 10:34 AM. I could see he bent down to look at the bottom of where the side light glass window is. Got up and walked back to his vehicle and left. Window World has not honored their contract. For the price we paid for door and side window this is totally unacceptable how we have been treated. I want a full refund. They have been jacking me and my wife around. I had to take time off of work for the installation and now I'll have to take time off of work again. if they do anything. As a consumer I should be held harmless because of unscrupulous business practice of Window World. I have security camera footage showing and installers, manager, and supervisor comings and goings, text messages from office people, along with phone messages all saved for this.

  

  Business response

  11/19/2024

  We sincerely apologize for the inconvenience that *********************** have gone through. On November 4th, we reached out to *********************** and scheduled an appointment to get a sample from their entry door, allowing us to color match the replacement parts correctly. Because of our delay in following through with replacement parts, we are going to replace the entire entry door and sidelites. A new entry door and sidelites are now on order and we will ensure our communication and installation moving forward will meet the customer's satisfaction.

  Customer response

  11/19/2024

  Better Business Bureau:
  
  I have reviewed the offer 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 my decision appear below.
  

  
  [Provide details of why you are not satisfied with this response.]

  Due to the fact there was problems with the initial installation which happened during the summer months. I wasn't concerned about cooling the house while the installers worked. Now Window World has to come back to do the work again during the colder weather months. I will have a gaping hole where my front door should be while they are preforming the work. I have an 87-year-old father-in law that lives with us who is an Alzheimer's dementia patient. He complains as it is now that he is cold and becomes very agitated. When he becomes agitated, he tends to become a little violent because he doesn't understand what is happening. This is a very challenging situation. I am committed to his comfort and care. Since He is a handful, my wife will be attending to her dad. Therefore, I will most likely have to take time off of work without pay. If the installation was done correctly in the first place. We would not be in this situation. I want Window World to cover the expense of what it's going to cost me for heating to maintain a comfortable environment for my father-in-law and to cover my lost wages for that day this work is completed. Including all labor, parts, fuel costs, etc. to make this installation right. 

  
  Regards
  
  ***** M ********
  
  
  

  
  

  Customer response

  11/26/2024

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***** M ********

  ---

  After conversation with owner *** *****. I humbly accept his offer. Mr. ***** left me with the impression that customer satisfaction is of the upmost importance to Window World. Thank you. I look forward to having this behind us all. 

  Respectfully,

  ***** M ********

   

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract with Window World. My husband, Husband just signed based on what the sales representative told him where to sign. All of a sudden we went from 0 to 28% interest. I reached out to Window World and asked for the contract because I was never given one at time of signing. In the contract, clearly states that I need a written verbal copy of my right as a consumer to cancel the transaction. I was not provided that. I have reached out to the company. Im still waiting to hear back. I would like to cancel the whole transaction.

  

  Business response

  07/31/2024

  Attached are all of the documents that the ******** signed and were given copies of at the time of the sale. At the time of the sale, we leave a copy of the signed contract with the customer as well as the Right to Cancel document. Also, we email that contract to the customer. 
  

  The customer chose to finance with ***** Fargo with the No Interest Plan if Paid in Full in 15 Months. A detailed signed copy of that document is attached, as well as the original ***** Fargo Agreement, signed by the customer.

  Also attached is the final completion certificate that the customer signed off on at the end of the installation. We believe from this information that the customer was made aware of the entire process and signed off on everything.

   

  Customer response

  07/31/2024

  Better Business Bureau:
  
  I have reviewed the offer 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 my decision appear below.
  
  when you have someone with a tablet, shove it in your face just a sign on a teeny line. You dont get to read it.. You never provided me with physical copies or an email that those documents were signed on that day and that we were aware of our three day right to cancel. How can we be made aware of three days to cancel if we were not giving physical copies or an email? I dont have any email from your company. You also cannot prove you sent the email. The signature youre referring to an electronic signature when you stated in an email that it was signed with pen. Interest-free was what your sales person sold us on. Not interest-free for 15 months and then have to pay deferred interest and interest on the rest. That was shady business. 
  Regards,
  
  *****************************
  
  
  
  

  

  Business response

  07/31/2024

  Window World has submitted a response and/or proposal to resolve this complaint. The details are as follows:
  
  Date that proposal was made:
  
  Description of proposed resolution:
  
  Promised completion date:
  
  
  In addition, the business provided the following additional details:
  
  
  

  Customer response

  08/01/2024

  Better Business Bureau:
  
  I have reviewed the offer 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 my decision appear below.
  
  May provide a reduced interest rate there is no guarantee that I would get a lower interest rate. Your sales person promised zero interest for the length of loan. A reduced interest rate is still deferred interest on the whole loan. You cant promise that ***** Fargo is going to give me a zero interest rate with no deferred interest. 
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Window world falsely signed us up for financing over 120 months as an installment loan. It turns out the so called installment plan was a credit card. Window world originally denied it was revolving credit. They claimed it was 120 months equal payments. It then turns out it reports as a maxed out credit card and ruined my credit rating with all the reporting agency's. They do not tell you this. They portray the loan as an installment loan. They take no responsibility for their incorrect guidance. They are selling finance as an installment loan, but in reality are selling a credit card to you that you will in turn max out when they charge you. This has taken my credit from a 810 to a 710 overnight. I have reached out, but the company and accounting director refuse to acknowledge anything.

  

  Business response

  02/26/2024

  Back in 2020,  Mr. ************ applied for credit with a different company than ***** Fargo, which showed up as a loan. For the most recent purchase, he applied for credit through ***** Fargo, which is clearly stated as a Window World credit card. We understand how this could possibly be confusing, and looked into other options for Mr. ***** as a courtesy. We contacted him to see if he would want to apply for an installment loan available to us at a rate from *****% to *****%. If he would get approved,  we  may be able to help. Another option is for *** ****** to discuss with an outside source for refinancing. We are waiting to hear back from him to discuss these options.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  3 of 4 windows are leaking air worst than my old windows tech came out replacing bottom sash on the windows but that wont fix the problem these are cheap windows poorly insulated even the window locks sweats when cold dripping water literally can see curtains swaying back an fourth please just give me half my money back or all ill give you your windows back windows are the bottom of the line

  

  Business response

  02/19/2024

  We spoke with ************ last week.  We also studied a video and determined that the windows are showing condensation due to the high humidity levels in the home. We made ************ aware of this, and will return this week with a humidity test and solutions. We are also replacing a defective sash.

  Customer response

  02/22/2024

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

  ---

   

   

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sept 16, 23 a sales rep from Window World gave my wife and I an estimate on a new storm door Our sales rep told us we needed a steel door to solve the problem, he took me out to his car and showed me a cutout of an industrial strength steel door. I informed him no industrial but I did like the idea of steel and he agreed, he took my existing storm door and showed me how he could **** it He quoted us a price over $1400we said no. About 30 minutes later he called me and said he talked to his boss willing to come down to $1195 We talked about it and we decided to do it because we would not have to worry about it any longer.The sales rep wrote up the contract and he described the new door as a ****** (white only) The installer called me and we set up a date of Nov 20th to have the new door installed. They installed the new door and I told them that was not the door I ordered, they The installers also could not get this door to latch closed I sent an email to our sales rep stating he grossly mis-represented this door Wednesday, Nov 22nd the installation manager came to my house to look at the door and try to get it to latch closed. I told the installation manager why I was not satisfied, and he understood as far as I could determine. He promised me they would review and get back to me Friday or Monday at the latest. The call never came I called them the next Wednesday and they said they wanted to come out again with the sales manager to look at the door. The sales manager and again the installation manager came out and I reviewed all the issues I had with the door plus the door was actually warped. They promised to get back to me the next day with how they were going to handle this, that call never came Another sales manager called me wanting to collect the rest of the money and I advised him I would not pay another ***** for this door, I wanted my old door back but they said they threw it away. Was lied to and lied to again by this company

  Customer response

  12/27/2023

  Window World of ******

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

  ******, **** 43615

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

  

  Business response

  01/02/2024

  We apologize for the accounting issues and communication errors, and have credited ************ the balance as requested.  Thank you for bringing this to our attention. We strive to do better.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The BROWN door was installed in 2023. It came with 2 normal closers but the brochure called for a tap and lock bottom closer. The company ordered a white one, reordered another white one and finally temporarily installed a dark green one. Next time I asked the company where the brown replacement was they said my door did not call for one. (see attachment). They said I could keep the green one or pay for a brown replacement

  

  Business response

  12/19/2023

  We apologize for this. We will get the correct closer replaced for the customer. 

  Customer response

  12/19/2023

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

  ---

   

   

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid 10k for all new windows. Installed incorrectly. Air leaks on all windows. J channel was not installed like it should have been. Company will come out to "fix" but makes things worse And is impossible to get a callback or schedule a visit. It's been about a year of this happening with no resolution.

  

  Business response

  10/17/2023

  Our manager spoke with ********************. The customer presented an option of selecting his own outside contractor to complete the work. Window World agreed to a total reimbursement of $1400. Due to the skilled labor shortage in the ***********, and because of the extended time of the issue we agreed to this option. We are waiting to hear back from ******************** to let us know that he has secured his contractor.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased lifetime warranty windows from this business in November ****. Picture window is now cracked, starting to break further. Contacted business regarding replacement, business came out September 1 to take measurements, pictures, information, etc. No contact from business until I contacted them in mid September to follow up, was told they had JUST ordered the window. Window now has large pieces of glass falling out, dangerous to people and pets in home, and is a potential liability. Have attempted to contact business since with no success. Need this to be fixed and company to honor the contract and lifetime warranty that I paid for.

  

  Business response

  10/05/2023

  We spoke to ********************** as soon as we received the complaint.  That day, we boarded up the window and ordered the replacement window. At that time, he said that he would remove the BBB complaint, and was happy. That is why we did not publically respond at that time. His new window is now in, and we called to set up a date to replace the window. We are waiting to hear back.

  Customer response

  10/06/2023

  Better Business Bureau:
  
  I have reviewed the offer 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 my decision appear below.
  
  The business had told me they had "just ordered" the window several WEEKS ago, when I called to follow up on my intial call that took place in the beginning of SEPTEMBER.  This is in direct conflict with what they are stating in this response (so they have basically admitted they not only lied but have been stringing me along for quite some time).  Furthermore, they pressured me during the phone call to remove the complaint, to which I replied I would not do so as no resolution had been completed at that time.  They finally did offer to come out and board up the window, but continued to pressure me to remove the complaint before they had actually held up their end of the warranty.  I am rejecting this offer until the resolution is actualy complete, specifically based on the multilpe untruths they have stated in their response and the way they have avoided handling this situation so far.  It is not appropriate for a business to try to pressure someone into removing a complaint, especially when the business hasn't bothered to get back to me UNTIL there was a complaint.  Also, they have just admitted that they lied to me several weeks ago when they told me they had just placed the order for the window, as they are now stating they only did this within the past week.  If and when they finally come out and replace the window, I will be more than happy to write a response that indicates as much.  Based on the way they have behaved so far, I will believe it when I see it.

  
  *It is important to note that even if they did order the window last week, when they finally called me to ask me to take the complaint down, that is still a full MONTH after I called them initially, and several weeks after they told me they ordered the replacement the first time.  Unacceptable
  
  Regards,
  
  *****************************
  
  
  

  
  

  

  Business response

  10/06/2023

  Window World has submitted a response and/or proposal to resolve this complaint. The details are as follows:
  
  Date that proposal was made:
  
  Description of proposed resolution:
  
  Promised completion date:
  
  
  In addition, the business provided the following additional details:
  
  
  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My front door was installed backwards and I was told that was the only way to have it installed. Another technicians comes out for a follow up due to some unfinished work on the back door and informed me that the door could be installed correctly. A new door was ordered but has not been delivered/installed as of yet and it has been 5 months. The wrong locks were installed on the back door causing me to have to use three different keys to enter my home. I am still waiting on that to be fixed. In the meantime they did such a poor job installing the doors that the hardware has come off making the useless. I have called this company several times and talked to the owner *********************** and he was to call me back after our last conversation to let me know when a technician would be out to correct my back door. He and the *************************** stated that my front door was on order but the company that they get the doors from has moved and not producing doors at the moment. That is hard to believe because how are you still in business if you can't produce the product. It already took 4 months for the doors to be installed from the date ordered. At this point if the doors aren't corrected I will need to contact a lawyer to get my money back. I DO NOT RECOMMEND THIS COMPANY TO ANYBODY!!! POOR CUSTOMER SERVICES AND POOR QUALITY IN THEIR WORK!!!!

  

  Business response

  08/29/2023

  ********************** purchased a storm door for the front of her home, and a security door for the rear of her home.During the installation the front door was installed the opposite swing of her entry door to prevent handle interference. This was explained as well as approved by the customer before the unit was installed. Our installation manager was on site during part of the installation to bring handle sets, the type of dead bolt the customer requested would not have been able to have the same key as the handle, and this was explained to ********************** as well as she was given the option for an alternative deadbolt with handle that was keyed the same. She opted for the deadbolt that was keyed differently. Post installation our installation manager spoke with ***** the owner/general manager to look into options for the front storm door to see if we can have it the same swing as the entry door as the customer called **** and let him know the wind opened her door and bent her closer kit. They came up with a plan to install a new door and make slight modifications to have it swing the same way, this has been reordered as a curtesy with the *** of 9/18/2023. We did an inspection and repair for ********************** on August 25, 2023 as her rear security door closer kit had fallen off. Upon inspection the installation manager saw no installation issue with the security door, the existing entry door jamb was rotted out, and at looked as though the door was slammed open ripping out the closer kit. Our installation manager removed and replaced the rotted jamb and reattached the closer kit and hardware. He went above and beyond for this repair as the repair did not have to do with our installed product, it was with her existing entry door that rotted out. 

*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. ↩