NAPERVILLE, ILLINOIS -- I contracted Window World to install new windows for all of my windows, a new bay window and a new storm door. Sales date was November 2, 2011. Did not hear from company again until ready to install in late January. ** from WW called to arrange delivery dates since it would take 2 days to complete the job. He offered me two weekday delivery dates, February 1st and 2nd (Wednesday and Thursday).
I informed him work is busy and I could not take 2 weekdays off work until after February 11th due to our workload. ** stated he needed the warehouse space and could not wait that long so he scheduled to have my windows installed on Friday February 3rd and Saturday February 4th. Crew that came Friday was not a Window World crew but a subcontractor. I was OK with this.
They got to work and all was going well. At the end of the day, as the crew was packing up, I asked what time they would be back in the morning and they informed me they were not coming back until Tuesday February 7th. I stated this was not possible and that I had been told they would be back Saturday Feb. 4th. They informed me they had another job that was scheduled to be done Feb. 4th and that I would instead have to call the office Monday and schedule the remaining install the FOLLOWING Saturday, Feb. 11th.
I had already made arrangements for my wife and twin 7 month old babies to be out of the house on Saturday Feb 4th, and now I had to make new arrangements for them to be out of the house the following week on the 11th. On top of not coming back when they were supposed to, the crew also left gaps between the windows and frame to where outside cold air was blowing into my home. I had to go to the hardware store and purchase gap filling foam since I could not let cold air blow in my house for more than a week.
I called Monday and spoke to ** in the office who listened to my complaints about the crew not adhering to the scheduled work dates and leaving the install project in a state that was unsatisfactory. She asked me to send her an e-mail with photos and my complaint. I did that on Monday Feb. 6th at 9:30 am. Despite several attempts later Monday and all Tuesday, it took until Wednesday Feb. 8th for the office to e-mail me back. ** stated that "unless it is for a crew not showing up there is usually no discount. I will bring your concern to the installation managers attention again and let you know if there is a change."
The issue arises from WW's use of a subcontractor who they cannot control. I contracted Window World to complete the install, THEY contracted the sub contractor. Their poor communication is not my problem, WW should have made this right for their customer. I argued that the crew not coming back on Saturday WAS a case where the crew did not show up.
In the days since, I have repeatedly tried to contact ** concerning this issue. She has replied to me about other issues but will not discuss the requested discount. I have also requested to speak to **, or whomever is in charge of the Naperville office but no one will call back. I have also requested a number for Window World Corporate and cannot get anyone to provide one.
I am requesting a nominal discount as a good faith compensation for the additional week that the install took, for having to reschedule time for my babies to be out of the house and for the crew's poor workmanship on the initial install. The company has since completed the install and the product looks great, however the customer service of this company is extremely subpar.
We have received the above complaint and I agree that most of the statements are true. When we had to go back and finish the project it was a minimal amount of work which included installing a storm door, some interior trim, some exterior work and miscellaneous caulking. The homeowner didn't need to have his children removed from the house; however, that is his choice. We completed the work, it looks great and the customer has full and complete warranties for any future issues. We are in the process of working with the BBB to work out the issues with the customer.
ALLEN, KENTUCKY -- 1. Dec. 19th, 2008 Rodney Castle came to our house and provided us with an estimate to replace our Windows. This same day my wife paid for half up front and agreed on the contract.
Monday, Dec. 22 I called Window World and spoke with **, employee of Window World and told her I would like to add another window to replace an old window air conditioner. ** replied that they would not have to order that window because they had one in stock. ** then came out to our house again and measured for the additional window and said it would be $300 dollars more for this addition. ** told my wife he would send a guy out to go ahead and install this window since they had it in stock.
On Jan. 6th 2009, ** came to our house to install the first window that they had in stock. At the end of the day, he told my wife to go ahead and pay him the $300 for this window. She did so with a check. All this time we were under the impression that this was all done by Window World. 4. On Jan. 15th a second crew showed up to install the other 11 windows. This crew did a superb job on installing the windows. The crew informed my wife that the first window that was installed was not done correctly and we should contact Window World to get it fixed. The work on the first window was not acceptable.
I called Window world and reported the issue to Andrea at Window world. She stated that the window was installed as good as possible. She then said that it was her husband that installed the window and he said that the window was installed properly. I informed her that that their own workers told my wife to report the window as improperly installed. From there I seen that the local Window World was not going to resolve the problem. 6. I contacted the corporate office online by submitting a complaint online.
** called soon after I submitted the complaint online and told me the corporate office had called their office. Andrea then went on to say that Window world would replace the window and fix the sheet rock around the window. She said it would take around 4 weeks. I was satisfied with that. 8. On Feb. 16th, 2009 I called Window World to follow up with the replacement window. I spoke with [the] Vice President of Window World. I ask ** about our replacement window. He then informed me that they had fired ** due to problems such as my case. ** said he would contact me back after he found the information on my window install.
On Feb.17th, 2009 I called Window World again to follow up since I heard nothing from **. At this point, ** informed me that they could not replace the improperly installed Window because ** had given that item to her husband ** to do on the side. ** said this was done outside of Window World. At this point I was very upset. All this time I am dealing with Window World employees and spending almost $4,000 and then ** is telling me that one of our windows was done by someone besides Window World. Therefore this window is not under warranty, the window will not be fixed, and there is nothing Window World can do about it.
** informed me that he could give me **'s cell number. I told ** I had purchased everything from Window World, or at least that was the impression gave to me by **, a Window World employee and **, a Window World employee. ** said they would not fix the problem.
Having been to Mr. Crace's house to inspect the problems, we have since re-installed and re-trimmed this window and have issued a full warranty even though this window was STOLEN from our warehouse and Mr. Crace wrote his $300.00 check to the person that took it. Feel free to contact Mr. Crace to confirm!
OCALA, FLORIDA -- I contracted with this dealership in mid-January 2015 expecting to have all of the windows in my home installed within 6-8 weeks. Initially WW Office Personnel alerted me that there was a problem with Permitting in our County due to a new law regarding a final inspection on our in-ground pool. (What? It was built in 1987 and the work we had done requiring permitting since then never mentioned an "open issue" on a final inspection. Besides which we took a back-hoe to the danged pool years ago and had other permit-required work done over the years.) I had to work with County Codes to correct the issue.
Fortunately although it took almost two weeks to correct and get scheduled for installation, the next step would be beautiful new windows. On the day of installation, two young men arrived ready to work... They completed our entire house in a single day, worked without taking their lunch breaks and were totally professional and helpful in every way. They didn't seem to mind us asking questions, however, we did try to stay out of their way. On the evening of the installation there was a major storm headed our way and they did not want to chance the outside caulking to be washed away before it could dry sufficiently.
After the storm, they drove back 1 1/2 hours the next day to complete the outside caulking. Both of the installers are young men under age thirty and both had tremendous work ethics. I would absolutely recommend them and this company to anyone choosing to replace their windows. The cost was a bit more than some of the big-box stores but the hurricane rating, the guarantee and the professionalism involved, absolutely justifies the little extra we paid.
CEDAR RAPIDS, IOWA -- Dec. 1, 2014: Windows are not installed yet and I have already determined we will not be using WW to replace the rest of windows in our house. We had someone from WW come to our home Sep. 8, 2014 to measure for two small basement windows. We signed contract that day paid half with a check and were told 8-10 weeks before they will be installed as it was the busy time of year. In all that time since Sept. not once have we received a phone call giving us any updated information.
I finally called about 3 weeks ago and was told our windows were done being made at factory and once they received them (in about a week) I would receive a phone call to schedule install. Once again nothing. I called this morning and guess what? Our windows are indeed in and we scheduled for yet another week away to install. I didn't bother to ask when our windows came in because there is nothing I can do at this point. However, I am curious as to how long they have been sitting in CR.
We will be replacing all of the windows, a few doors, and new siding in the spring and I will definitely NOT be going through Window World. I am so thankful that it is only two small basement windows we are waiting on and not a whole house of updates. Once windows are installed I will update as to the quality of workmanship. I will be standing right there the whole time to be certain everything is done accordingly and that the installer is knowledgeable in what they are doing.
ROCKLEDGE, FLORIDA -- I had Window World put windows the front of my house. I liked the windows, I decided to have them measure my side windows. That's when the contractor forgot to reschedule a appointment missing the first one, then measured. All was looking good then I never heard back for months. I tried to call back with no replies. So I went to the office. The lady said the contractor would be in contact and he did, but again never came. Then just showed up one day to re-measure the windows, blaming the office for losing the first measurements. Ok I'm pretty easygoing.
But as several months go by, again, I call. I guess they lost the size again. Not so. This time I got a call back from sales that my job is too hard for the installer and can't be done. So a year and a half of frustrating calls just to find out MY MONEY IS NOT GOOD ENOUGH FOR WINDOW WORLD. Hmm... Who wants a job to install windows at ground level?
NASHVILLE, TENNESSEE -- We first received our estimate and signed the dotted line with Window World in May 2014. With very little proactive communication on their part, we finally had our windows installed in late July. The ragtag team of installers that they sent out did such a poor job that our TVA inspector personally called Window World explaining the subpar work. It then took approximately a month to get someone to go out and make the necessary repairs.
At the end of August their "top installer" went out to look at the work and said he would have to pull out all the windows and do a complete reinstall. I've spent hours on the phone with them, hours waiting on them, and will now be spending more time with them. Note this was only a three window installation with all windows being the same size. Not a complex job and definitely not a job that should take over 4 months from start to finish.
LAS VEGAS, NEVADA -- Warning - Window World. In my case this company didn't install all windows as promised because they made a mistake measuring them. Still, the entire invoice amount was billed to my credit card. I didn't get any reaction to four emails and two phone calls. Only after the 7th try I was promised a partial refund. In regard of the remaining work at the unfinished windows: it was supposed to happen within two weeks, it took them five.
Windows World does not offer any discount and refers to their fine print that allows them 180 days to react. They also refuse to provide you with a written answer so they can't be held accountable. I would be very careful doing business with them.
BEL AIR, MARYLAND -- I special ordered two windows, one garden window and a five foot half moon five foot. The order took almost 10 weeks to arrive and if I didn't call I would have never known about the delay. The windows both got installed on 12 June 2014 and the Garden window – cost $4000.00. Yes, $4000.00 for a garden window which didn't fit so the owner came out the following day to inspect issue and said he would take care of remediation issue.
The window was never installed but put in place with a few screws and if I hadn't sealed it would have had huge holes on both sides. I have made several calls, was told John or Genie (the two owners) would call back but they never return calls or have yet to have anyone come seal the water leaks or properly install the window.
While I used foam insulation to seal leaks the window is not properly in place and the owners don't make any effort for communicating intent, date for remediation or... I call everyday and speak with Kathy, who says she has to talk with John or Genie – Good luck having one of the owners call you back. HORRIBLE CUSTOMER SERVICE!
PLANO, TEXAS -- We were looking for 38 Low-E replacement windows for the current aluminum ones. WW advertised $189 and $250/window depending upon when you look at their site and what they are actually comparing against. The windows appear to be of reasonable quality but they are hollow plastic and the various fittings (locks, window opening strips, etc) are thin plastic.
We had a salesman measure all of our windows and provide a quote. The quote was full of "up charges" for a different vinyl color (beige), mullions installation, removing old windows (who does window replacement without removing the old windows?), "administrative costs, ad nauseam. The bottom line is that with all the "up" charges, the cost per window was actually going to be $461 or DOUBLE plus their advertised price. You can purchase better Pella or Andersen windows for about the same cost. Why would anyone fall for this scam?
DALLAS, TEXAS -- I ordered $3072.77 worth of double hung windows with lattice on Jan 4, 2014 from the DFW Window World (WW) Office. The windows were installed on March 19, 2014. After install, one window failed to open/close within 24 hours of install. After 3 failures and 3 service calls (same issue) over several weeks, the manager of WW scheduled an appointment to come out and get the serial number to order a replacement frame and window.
The manager rescheduled the appointment twice before he came out. Once out the manager was here, he said he would put a rush on the replacement order. I have now waited over 5 weeks (rush I think not) after he obtained the serial number for the replacement window with not a single call to update me.
On 5/22/14 I called to get an update and was told that they did not have anything in the system which I expected since during the entire process I have been the one to initiate every follow-up phone call. They have not once taken initiative to resolve the concern. They informed me that the manager would call me back but could not give me an ETA on the callback.
Billing: After 3-5 months of headaches, multiple calls, and wasted time a consumer would expect reasonably that the company would wait to bill me for the product since they have not gotten it correct from day 1, but NOPE I am still expected to pay my bill on time yet they don't have to give a quality product! While I like the windows the install, follow up, and customer service have been a nightmare. Now I know why they offer such a good lifetime warranty for repair/replacement.