Complaints

This profile includes complaints for Window World of Murfreesboro's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Window World of Murfreesboro

  313 Southpointe Court Murfreesboro, TN 37130

  
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  Window World of Murfreesboro

  799 E. South Willlow Ave Cookeville, TN 38501

  

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:12/10/2024

  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.

  Original install was July ******* for $6020. They asked which ones. It was all. They had a kid there helping. They grabbed a phone on the dresser in a bedroom and asked if I wanted to sell it to them. Why they were touching my personal property I don't know. They left trash. When I did the survey before they left, they brought it back asking me to change my answers. After they left, I went to look at each window. One window had a noticeable gap also showing on the outside. I called the office and the project manager came out a few days later. He said it was a rotted frame and it was on the salesman. He said they've installed worse because it wasn't on the work order. He said I had to contact salesman to get a order to fix. At the time I was angry and didn't want to give them any more business. I thought about it and figured my warranty would be void if someone else worked on it so I called and got a work order and paid half. They sent same awful installers. It ended up not having a rotted frame. They ripped the foam seal that was on the window got it back in the frame. They cleaned the casing(which I thought was called trim which the salesman could've let me know) but it needed to be replaced because the 2 were clearly broken. They said they had to go buy some even though it was on the work order this time. They left for 1 hr and didn't measure just cut with it hanging from his leg. It didn't fit. I had to tell them how it was supposed to sit. Then he cut it too short and ended up filling gaps with caulk and rubbed it all around the whole window. The office took the frame charge off but if the project mgr wouldn't have said it was the frame, the other work(except the casing which wouldn't have affected my warranty) wouldn't have been done. I paid $490 for a $230 job and they want $200 more but it was their mistake. The other window didn't even get removed. I'm asking to get $260 back or at least not owe anything. Because of all of this I also lost my energy rebate

  

  Business Response

  Date: 02/13/2025

  Ms. ******** signed a contract with ******************************************* on 6/28/24.All products in that contract were installed on 7/15/24. See attached certificate of completion Ms. ******** signed and paid remaining balance. At 3:52pm on 7/15/24 Ms. ******** called into the office requesting a service to have the double window looked at. On 7/18/24 the install manager met with Ms. ********s and looked at the double ******************** unit in question. He explained that the frame of her clad window was sticking out at the top and the space between the casing and frame had been filled with spray foam over the years. Ms. ******** wanted it fixed, he explained it was not charged on the original contract, and he quoted the pricing for correcting the issue. Products to correct inside beautification and nothing to do with functionality were quoted to Ms. ********. Ms. ******** got upset and said ******************************************* was to fix it at no charge. The install manager left. Ms. ******** called the office on 8/22/24 wanting to move forward with beautification inside, an account statement was sent to Ms. ******** to pay deposit (see attachment). Ms. ******** sent a deposit and the installation was scheduled,9/06/24 the installation was completed.  Final payment was received on 1/31/25.

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 22665285
  
  I am rejecting this response because:
  The project manager told me that it was a rotted frame and they do it all the time. He told me it was on the salesman. The project manager is at fault for saying it needed something it didn't and causing this mess. Why else would I call back to replace something it didn't need? He said it was his fault for not putting it on the order. The salesman never told me cleaning the foam off wasn't included. Nor did installers recommend it so that it would sit right in the window regardless if they were allowed to fix it right then or not. A good business would want their end job to look nice. Either way that part was not in dispute. It was the extra for removing and replacing and damaging the new window seal unnecessarily and then throwing the charge on me. I ended up paying twice for the outside plastic in the end.
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/17/2025

  The window was a metal-clad window, there was no wood to rot. $980 charged for the inside beautification.This was to remove all the years of old spray foam and repair the existing damaged casing. Ms. ******** agreed to pay for material needed, casing x 2,buck ***** x2, RWD x2, wraps x2. This was on the double unit window. Window World deducted $290.00 from the balance; it was demeaned the buck ***** was not needed.  Deposit of $490.00 minus the deduction of $290.00 leaving a final payment of $200.00. Window World apologizes that this requested beautification was not discussed nor charged for on the original contract.