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:08/01/2022

  Type:Product 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.

  On 8/26/21, we signed a contract with Window World for a dark brown craftsman style door, and a storm door with dark brown trim. Approximately mid Jan. 2022, I contacted Window World to see if our items had came in. I was told that the manufacture had made some type of mistake and that Window World would put in a rush order for us another door, and that we would be contacted when the door came in. The door finally arrived in Mar. 2022. It was scheduled to be installed on 3/21/22. The installer unwrapped the door and it was not the color that we had ordered. The installer called the Sales Rep. and told him that the color was wrong and the Rep. ***** **** then asked the Installer if the color was on the contract and the Installer told him no. My husband and I went to Window World that afternoon and spoke with the Plant manager ****** also, ***** **** regarding the color of the door. Both of them said that I ordered the light brown door and I disagreed with both of them and told them they were wrong. ****** stated that in order for us to get the color that we wanted we had to pay an additional $600 because the price of the door had increased. We should not have to pay any additional money because of a mistake that was made on there end. I 'm not sure whether it was the Sales Rep. or the Manufacture but I know what I wanted. On 7/8/22, Window World came to install our storm door for the 3rd time and it did not fit. Once again my husband and I went to Window World. The receptionist told us that ****** was out of town but she would leave him a message regarding the storm door. and he would contact us. On 7/20/22, my husband and I went back to Window World again, I showed ****** the contract and he asked if he could make a copy. ****** said he would get back with us after he did some investigating. We called on 7/ 27/22, and was told he would call us back. We are still waiting for the phone call. We would like our $600 refunded.

  

  Business Response

  Date: 08/12/2022

  On 7/27/22 the ******* were refunded their deposit on the storm door that would not fit due to the handle chosen for the entry door. As for the $600, that additional charge was due to the fact that the color the ******* wanted on the door that was reordered for them was a premium color as opposed to the standard color originally ordered. It was not a price increase on the door, it was a charge that should have been charged originally when pricing the door if they had chosen the premium color at that time. Due to the fact that no where on the contract is it written what color the door should have been, we will be refunding the ******* the $600 today.

  Customer Answer

  Date: 08/13/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  Window World stated that we would be receiving a $600 refund on 8/12/22, and they also sent us a receipt stating this.  We checked our accounts on 8/13/22,and no refund is pending or has processed from Window World for the $600.
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 08/15/2022

  As you can see from the attached document, the refund to card ending **** was run at 12:58pm on 8/12/22 and the settlement of that days transactions happened at 8:47pm. Saturday and Sunday are not business/banking days, so today would be the first business day since the credit was run. It can take a few business days for a refund to post to your account AFTER we run the refund. This is not us. This is the banks. The emailed receipt the ******* received was generated from the credit card processing system.

  Customer Answer

  Date: 08/17/2022

  
  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. The  refund was posted back to the card on 8/14/22.
  
  Sincerely,
  
  ******* ******