Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $10,000 for new windows with a lifetime warranty. The last install was in August because they measured wrong and had to re-install a new window. Ever since winter hit, we have had an infestation of Asian ladybugs. I contacted the local office to notify and they stated I needed to send pictures and videos of the entry. I did this and did not hear back. I called back to inquire on a manager coming to look at the windows and was told I needed to call an exterminator and pay them $100 trip charge to inspect their faulty windows. I have never had this ladybug issue prior to the install. ***** and ******* there are non porfessional.

  

  Business Response

  Date: 04/11/2025

  Our goal is always to provide excellent service while maintaining transparency about warranty coverage and pricing. In this case, the issue presented was not covered under the lifetime warranty of the windows, which we clearly communicated from the beginning. We also disclosed all associated costs upfront to ensure clarity.

  Its important to note that this project was completed prior to our ownership of the company, which began on July 22, 2024. Nevertheless, we made every effort to assist the customer within the limits of the existing warranty policy.

  According to our records, the original installation was scheduled for June 21, 2023, but was not completed due to scheduling conflicts. A new appointment was scheduled for July 12, 2023, which the customer canceled. Multiple alternative dates were offered but declined. The installation was ultimately completed on July 20, 2023.

  Following installation, our technician noted concerns regarding the fit of one of the windows. A replacement was ordered and installed on August 15, 2023. The project later passed city inspection.

  On March 17, 2025, over and a half after the original installation, the customer contacted our office to report that ladybugs were entering the home and attributed the issue to a "labor defect". At that time, I explained that we were happy and committed to resolve the issue and informed the customer that the one-year workmanship warranty had expired. I attempted to set an appointment and communicated to the customer that there was a $100.00 trip fee. I clarified that this fee is separate from the limited lifetime product warranty and exists to fairly compensate our service technicians for their time and expertise.

  The customer expressed frustration but acknowledged the policy, agreed and said she would speak with her husband before proceeding.

  The following day, her husband called and was immediately aggressive and verbally abusive. Despite my efforts to remain professional and helpful, the call escalated and ended abruptly after he threatened legal action. We followed up with an email to document our position and provide all relevant warranty information.

  We have not had further contact, as the customers last communication suggested legal action was being pursued. We do not initiate further contact in such cases unless we receive confirmation that legal proceedings will not move forward.

  We strive to treat all customers with professionalism and respect, and we expect the same in return. While we understand that unexpected expenses can be frustrating, our policies are in place to ensure fairness to both our technicians and our customers.

  Should the customer wish to resolve this matter in a constructive and respectful manner, we remain open and willing to assist under our standard service protocols.

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called repeatedly/weekly over the past 2 months leaving messages with their answering/screening service. They are never able to connect me with someone and I have never received a call back from the messages regarding the status of the replacement sashes for 2 failed windows that are under warranty.

  

  Business Response

  Date: 07/15/2024

  *****, 

  I will look into this today and will follow-up with you. 

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had windows and siding done about 2 years ago. There were a few issues, but they were resolved immediately and with great customer service. We were so happy with the installation and customer service we reached out to have more work completed last year. Unfortunately, we had some issues. There were 3 live electrical cords left exposed in the front of the house as well as a drainage pipe. The drainage pipe was not communicated to us. It froze and we had to pay a plumber to repair it. He then informed us what happened. He said that the exterior pipe was exposed because of the removal of the stone from the house. I would have fixed it before freezing if we were told of the situation. When I addressed this with the local franchise, they came out to look at it after 3 months of calling. We were then told that they could not do anything about the electrical. I stated that I was unsatisfied with the results. The co-owner said that that was ok with him. My husband called to talk to him, and the CO-owner lied to my husband and said that I was ok with the work that was done. He also told my husband that he was not willing to rectify the situation. We had to pay an electrician to come to fix the issue. None of this was in the contract or communicated to us at the beginning of the job. If we would have been apprised of the extra work we would have understood, but the information was not communicated and handled unprofessionally.

  Customer Answer

  Date: 04/08/2024

  The statement states that we received work 2 years ago from the same company without issue, but the complaint is from October of 2023.

  

  Business Response

  Date: 05/07/2024

  **************** had ***** veneer that was removed from her home in order to put up vinyl siding. The adjustments made to her home, caused three wires to stick out. We sent the owner out to look at this issue as soon as we became aware of the it. After he went out to her home, we then sent three different contractors out hoping to be able to rectify the cords on our own. Unfortunely, they are not able to be fixed without some electrical work being done. We spoke with **************** and she stated that she understood that we are unable to handle any electrical issues due to safety concerns. We also have a clause in our contract that states we are not responsible nor able to address any unforeseen circumstances, such as this one. After a short time, her husband and another gentleman came into our showroom and become hostile and upsest with staff. He was asked to leave and our owner called and spoke with him per his request. This is when he stated that our hands are tied and we have nothing more we can do. We have never been aware of a pipe freezing, this complaint is the first we have heard of this issue. We did apologize many times for the unforeseen repair needed to the electrical outlets. We are not licensed electricians and cannot work on those types of repairs.

  Customer Answer

  Date: 05/07/2024

   I am rejecting this response because: I at no point during the multiple conversations said anything remotely close to saying that I understood. I told the owner that I was unsatisfied with the service provided and asked if he was ok with having unsatisfied customers. He stated that he was ok with that. My husband and his father were never thrown out of the building when they came in to talk to you regarding all of the issues. Your response to them was that if we got a lawyer involved you would be happy because you would no longer have to talk to them. The quote reflected the 3 electrical boxes in it, and they were not fixed. Why would I call about another issue when your owner is ok giving bad customer service and unwilling to complete the job quoted. The disrespect that we have received both over the phone and in person shows that you are unwilling to make this right. There has been no resolution, and this shows the lack of integrity of the Fort Wayne owned Window World. They are unwilling to complete the quoted project, lie about their customers, and don't care about customer service. All I wanted was for them to finish the job that they quoted or to reimburse us for all of the work that we had to have done because of the unfinished project. There is still no apology ever, willingness to make it right, or respect from the company. It is so unfortunate. 
  
  
  

  

  Business Response

  Date: 05/08/2024

  The siding estimate that was provided to the homeowner included the demo and removal of a stone veneer wall that ran the length of the front of the home. Vinyl siding was then installed where the masonry wall once was. This change in siding materials changed the elevation of the exterior thickness. The electrical lines that feed the electrical outlets on the exterior of the home were about 6-9 too long due to the elevation change from a masonry wall to a vinyl wall covering. The electrical lines were unable to be slid back into the wall as they were fastened inside the wall (between interior wall covering and exterior wall covering). The only solution to resolve the electrical lines length would be to alter the length of them. This, is a service that Window World of Fort Wayne is unable to perform due to the requirement of a Electrical License. This is also an issue that could have never been predicted at the time the estimate was provided.

  Upon my in visit with the homeowner I had told her that if we are able to slid the electrical lines back into the home that we would do so. However, if they require being altered we would not be able to do so due to licensing requirements and liability concerns. I then immediately initiated a service response to find that indeed the lines would need to be altered. The homeowners were notified that this was a service that we are unable to help with. . 

  This was information was told to the Husband, Wife, and Father. As the owner, Im certainly not ok with having a customer that is unhappy. To this point, I personally visited with the homeowner immediately upon learning of an issue, immediately deployed a service order to investigate the issue, immediately notified the homeowner after discovery, immediately called after learning of the husbands and fathers visit to our showroom. 

  Customer Answer

  Date: 05/08/2024

   I am rejecting this response because:
  
  It was in the original quote. The guys that were out doing the work were the ones that informed me that I needed to reach out to the office to get the electrical boxes done because he was unable to do them and it was in the quote and Window Worlds responsibility. Yes you did visit my home, but when I talked to you on the phone and you said that you wouldnt complete the work I asked you if you were ok giving bad customer service. Your response was yes. I dont understand why you as the owner and your receptionist at the office are making up lies about what took place. It took 4 months to get anyone to respond to the ******************* hanging out of the front of the house. It took someone 20 minutes to fix the issue that was your responsibility according to the quote and your employees. You are also admitting that the stone removal changed the front of the house. This exposed the pipes and no one informed us that we had external exposed pipes from the stone removal which caused a frozen pipe and more work to be done. There was poor communication, poor execution, poor customer service, and you dont seem to want to take care of it. If it was good customer service you would have taken care of the issue. The previous owner and the work that was done with him had a mix up and he took care of it promptly and professionally. 

  

  Business Response

  Date: 05/17/2024

  I completely understand your position regarding the outlets and electrical wires requiring to be modified. I understand that you feel that we should be responsible for the modification of the electrical lines. I also understand that this has caused a great deal of additional stress, frustration, anger and contempt. Not to mention the additional costs to complete the project beyond installation of siding materials. I understand that you are not in agreement that we are unable to modify the electrical lines, or that we could not have predicted the expense ahead of time. I also understand that it could be challenging to accept that unforeseen expenses can arise in remodeling projects. Im unable at this point to find a way forward where theres understanding of what we are able to do, unable to do and the reasons why. What do you suggest?

  Customer Answer

  Date: 05/17/2024

   I am rejecting this response because:
  
  As stated previously, the solution would be to be reimbursed for the electrical boxes and/or the frozen/busted pipe work that we had to pay for. If either one of those would have been communicated this would not be an issue. The guys working on the siding said to call Window World to get the electrical boxes fixed because he was not an electrician. It then took 4 months to get a straight answer and for someone to come out to the house. The workers should have communicated the exposed pipe after removing the stone, but we received no such communication from them or Window World. This resulted in more work and money. 

  

  Business Response

  Date: 06/06/2024

  Please send the invoice for the electrical boxes that you had mentioned in your last response to ************************************************************************* (attention ******). 
  

  Thank you 

  Customer Answer

  Date: 06/12/2024

   I am rejecting this response because:
  
  I have sent the necessary email and I am waiting on a response.

  

  Business Response

  Date: 06/19/2024

  We agreed to send you a check covering the invoice that you provided via email for the electrical work. It was mailed a few days ago and should be arriving shortly.  

  Customer Answer

  Date: 06/20/2024

   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.

  
  

  Thank you.

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home in July 2022 and one of the windows had to be replaced due to the home inspection. The previous owner hired window world to replace the window. It took 5 months for the window to come in. The window was installed and will not open. The crank arm comes in contact with the kitchen sink. Window World is taking no responsibility and said it was the window that was chosen. They should have understood the window wouldn't work when it was ordered and told us to pick something different. The installation went even worse. The trim was damaged on the inside of my home. The outside was never finished. Insulation wasn't put in properly and now the window freezes on the inside of my house. The installer told me that the window was measured incorrectly and is the wrong size, my salesperson says the window was installed incorrectly. The installers manager returned to my home to 'fix' what his employee had done early on a Sunday morning. He made the window look even worse. Management refuses to return my calls. The sales person expressed that Window World will not help me because the previous owner ordered the window (in my name). I am stuck with a widow that causes my home to not be protected from the outside elements in a northern state. I am also unable to open the window which is considered a fire escape. All I want is a window that opens and is sealed from the elements. My 23 year old window worked better.

  

  Business Response

  Date: 01/03/2023

  The window was chosen by the previous owner, who contracted and chose that window in order to sell the home. The window was installed and then the customer called demanding a new one. We are sorry you are unhappy with the selection that the previous owner made. This customer also has been speaking to our install manager via phone and text since the install. We have tried several times to come to the home to see if the window was not installed correctly but not permitted. Our install manager went to the customer's home and was turned away and refused entry. We are unable to address any concerns this customer has since he will not allow us in the home.

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a front door and back door installed. First they put on the wrong door handle on the back door that we ordered. We agreed to accept this. The problem is getting ahold of them. Them calling back. Coming to scheduled appointments from them. We have been dealing with trying to get repairs done for at least 6 months and continue to get the run around. I have left messages for the owner or manager to call me and I haven't heard in 4-6 weeks. Unacceptable service. Absolutely disgusting. I am in retail and would be fired for the lack of follow up and lack of customer service. I finally received a call last week to schedule something. My wife called today to confirm next week and they said we aren't on the schedule again. I just want my doors fixed. I don't understand the lack of care. They have no problem taking my money but when it comes to warranty work of repairs after the fact, they have no time or consideration to return phone calls. Not to mention they never answer the phones half the time. Very frustrating.

  

  Business Response

  Date: 10/21/2022

  Our receptionist has been out with covid and we have been working hard to keep up with demand in regards to phone calls. She is also the person that handles all the services. We do have a reception service that answers the phones when we are unable to get to them right away. We still have this customer on the schedule for next Tuesday for our install manager to come out and fix and/or address any install issues. If you have further questions, please give us a call. Thank you!