Complaints

• Initial Complaint

  05/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/20/2021 had Window World of *********** come out for estimate to replace 8 windows at **** ********* Dr ***********, TN. Estimate was $2350 to replace 8 windows, repair 4 sills, replace one complete sill and repair brickmold. Made a deposit of $1200. Delivery delayed due to covid until Dec. asked for a call as soon as arrived. No call. I called them. Install scheduled for 01/21/2022. Advised them needed a call when going out as this is a rental and I wanted to be there to insure repairs done as requested. No call. Renter called me when home that afternoon to say windows in and a mess left in and outside of home. I went over to look at work next morning. Was shocked to see home windows were installed. No sills repaired or replaced. No brickmold repaired. Left rotten wood as is. Needless to say I was very upset! Had Window World come back out and was told I would have to pay an additional $900 over original estimate to get work done! I refused. As Window World did not do job as requested I do not feel I owe them one penny. Have attached photos of windows with rotten wood, original estimate, and estimate to get work completed.

  

  Business response

  05/16/2022

  Business Response /* (1000, 8, 2022/05/12) */ Mr. ******* is well aware of what is owed; based on his complaints for wood repair not being done and him not wanting to pay additional for almost 200' of Brickmold that was not initially paid for, we removed the $340 cost of that from his bill. He owes $810.00 now instead of $1150.00. He is strictly now being charged for the cost of having 8 vinyl windows installed and nothing extra. Consumer Response /* (3000, 10, 2022/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) If you look at the photos would you pay the cost of installation? I don't think so. The install is the worst I have ever seen. What sort of, supposedly, professional, window company installs new windows over rotten wood? All that was needed was one phone call so I could have been there as instructed. Install without replacing wood would not have happened. Per several complaints I've read, this is a regular occurrence. Some of the windows will have to be removed to repair wood. I will NOT pay for their shoddy install! My next step will be legal action. My lawyer informs me they have so many Windiw World suits they have one person handling all the cases! Business Response /* (4000, 12, 2022/05/13) */ We provided a quote to do the additional wood repair and Mr. ******* declined and said he would do the wood work himself. In that case we offered to refund the wood repair work that was on his contract. Now he doesn't want to pay for the windows at all. We have fulfilled our contract and even offered to complete the extra work at a fair *****. It is very common to discover rotten wood when removing old windows. He has two options to either pay us to do it or have somebody else do the repairs as we have discussed with him many times. Or we can go the legal route and they will go off the signed contract which states, "It is the owners responsibility to have the wood replaced. Window World can replace the wood per the amount specified on the front of the contract. If so, an addendum will be signed by both the owner and the Window World representative. The additional charges will be added to the balance due."

• Initial Complaint

  02/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Had Window World come and replace the windows in my house. Was told during estimate by ** that they would take care of the one that had rot. Installation time came they got all the windows installed except for the kitchen windows, which are the ones that had the rot. They didn't finish the job. The got the new windows installed but didn't finish "wrapping" the Living room window and my daughters window. After some back and forth with the company I was finally able to get them to schedule me again to finish their job. But they didn't. The wrapped the living room window and my daughter's window, but still did not replace the rotted wood which they said they would do. I have correspondence with the company in text for my records.

  

  Business response

  03/10/2022

  Business Response /* (1000, 5, 2022/02/25) */ As of 2/24/2022, *****, a member of the office let Mr. ***** know that she had to find out if all of the wood rot could even be replaced by us. We don't do anything regarding construction of structures and he has a fully rotten wall according to our installation crew. ***** let him know that he could have his contractor take care of it and install the last window, which he himself had mentioned a few weeks back. ***** also offered to have our service guys drop the last window off as a courtesy and then we would remove the installation fee for it, since we wouldn't be doing the work. At this juncture, he will need to get in contact with either his contractor or someone else who can take care of the rotten wall and then install that last window. Consumer Response /* (3000, 7, 2022/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had told them that I had a second contractor to come out and was told that he would do it only if he had a new window to replace it with. I informed Window World of this and they offer to come back out and finish wrapping the unwrapped windows and they replace the wood. When I the install crew came on my scheduled day, it was around 3PM when they got here, they said they would have to come back out another day as they didn't have the materials or the time, this was on a Thursday. I texted on them following On Friday the 18th if they had scheduled a time and got no response. I texted again on the following Wednesday the 23rd and still no response. I finally got a response on Thursday and they're now saying they will not replace the wood after they had said they would and I had cancelled my other contractor. If I'm spending thousands of dollars with a company and they say they'll do something I expect them to follow through. Business Response /* (4000, 9, 2022/02/28) */ Mr. *****, I apologize for the confusion. Our company does not typically replace walls or do general framing of homes. We specialize in the one for one replacement of windows and doors. We would prefer not to get involved in replacing rotten walls since this gets into much more than just a window job. However, with how difficult it is to find contractors these days we can do the additional work for you to help you get it fixed and the last window installed and finished. It would be best if we have a conversation with you to determine exactly how you want the work quoted as there is drywall, paint, etc. that will need to be completed. Please call our crew leader *** at XXX-XXX-XXXX. Consumer Response /* (3000, 13, 2022/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had my mother try to contact *** on my behalf so she can schedule a day that's best for her since she works graveyard shift. She called *** on 3/2/22 she was told the he would return her call after he got done with a job, never got a call returned. Called again this morning and no response and now apparently his voicemail is full. I don't know why you are being so difficult to work with. You said you would do something I don't think I am being unreasonable for want you to finish what you said you'd do. Business Response /* (4000, 15, 2022/03/07) */ At this point we only have one installer and are 6-9 months out and getting more backed up by the day. We just don't have time to do any type of extra work in which we did not ever provide an estimate. Attached is a revised payment statement removing the installation charges of that last window. You receive a $206 credit to your balance, making the balance due $1611. We can deliver and drop off the window to the home. Please let us know the best time. Thanks, ******* ****** owner Consumer Response /* (3000, 19, 2022/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had asked for you to leave the window back in Dec because I had a contractor lined up to finish what you couldn't. Then I was told by ***** that not to worry about it because you guys would come and take care of it in and I quote, "One fell swoop". So I canceled the contractor I had because I chose to give you the benefit of the doubt that maybe you're actually a decent business who actually cares about their customers. But I see now that is not the case. And now I have to wait even longer because I'm going to have to reschedule the contractor I had already lined up. Business Response /* (4000, 21, 2022/03/09) */ At the time that you were told our crew would take care of wood work since they had to come back out and wrap, it was before their 2nd time out there when there was unforeseen significant wall rot and structural issues found. Window World does basic window jamb replacement and repair. We cannot fix the structural issues you have going on and we do not have the available labor to do it, even if that was something that we could do. It has been expressed more than once now, that the extra work your needing, is NOT something that Window World does. We will bring you your last window and remove the installation for that, but we cannot fix what you are needing fixed. All of the correspondence is listed on Podium (our text thread) and you were never guaranteed to have this structural work done. We never even quoted the extra work. I am sorry that it has delayed you with finding another contractor to complete the extra work. The labor shortage is the worst I have seen in construction, and it is the same reason we just can't do extra work on jobs that is outside of our core business.

*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. ↩