Window World
Reviews and Complaints

I recently had Window World of El Paso replace my outdated windows with new energy-efficient ones, and I must say I am impressed. The installation team was professional, efficient, and took the time to explain the process to me. Since the installation, I have noticed a significant improvement in my energy costs, which is a huge plus. The communication from start to finish was excellent, and I felt confident in their work. I highly recommend Window World of El Paso for anyone looking to upgrade their windows.

The Installers never finished the job, and I now have a home with a Failed Inspection, which Window World is in no hurry to fix, as I paid them originally at the conclusion of the job, not at the conclusion of the home inspection. By the way, Window World didn't set up the Final home inspection until a month after they had "installed" the last window.

During this process, which was supposed to be done in 1 day, which took 3 days, they didn't cover furniture, or the floor, counters, etc. Even though I cleaned up every day after their 2 guys, I was still recleaning a week later to get rid of all the construction dust these guys left behind. I spent hours, repatching, caulking, and painting interior and exterior walls, only to find out that in order to be up to code, I will have to go through the whole process again.

the General Manager refused to call me back for 2 days after the failed inspection, which should speak volumes about the type of operation he runs.

Don't use them, they are not honorable,

The Design Consultant was pompous. Complained about my dog, threatened me with a lawsuit, and was screaming at me in my own home, snatched my paperwork, and slammed my front door on the way out. I called his office to log a complaint. Was informed I would be contacted by both sales managers from his Volusia location. They have not called. What kind of company allows this behavior and a loss of $8,500 in sales? It is absurd.

It's been 2-1/2 years. Still have not gotten a final inspection after failing 2 previous inspections. Today they were scheduled to replace 2 window frames that were broken during installation and square all frames and recaulk the frames. The scheduled installer was sick so the handed the job off to another installer (I'm guessing poor english based on his text messages) that said he was coming to replace 2 window frames. This is not what was discussed with the dispatcher which was to have a supervisor on site to make sure that the windows were installed correctly and repair EVERYTHING as needed.

We received a threat of a law suit it a payment o 6,427.00 was not made. We cancelled the order with the sales person, which we believed to be resolved. We did sign a contract, but also trusted the salesperson. Here are the emails with a Owner/Member Mr. Henry Santelices...

Mr. Grey, sorry but you enter into a contract and its all spelled out. Here are your choices.

Pay for material with no install or

Collection to proceed.

Henry

From: Tony Gray

Sent: Tuesday, July 18, 2023 7:27 PM

To: Henry Santelices

Cc: Tony Gray

Subject: Reply Re: Letter from Tony Gray-Leakesville, MS

Henry,

We followed the orientation from your sales person, Jeremy and by good faith thought that everything was done according to the company approval. NOTHING was said to remind us about a 3 day window for cancellation or about the necessity for a written notice. We certainly would have done so.

We apologize for any mistakes we may have made, but we truly believed that our cancellation with your personnel was done appropriately.

We would ask that you believe our position and release us from any responsibility that you feel is ours.

Tony & Karen Gray,

[protected]@pobox.com

[protected]@icloud.com

www.pioneermissions.org

www.facebook.com/missaopioneira

On Jul 18, 2023, at 4:20 PM, Henry Santelices wrote:

Mr. Gray based on the message log that we have its broken out as follows:

Contract date 2/23/

Measured 3/7

Received material 3/29

Called to schedule installation on 3/30 and this is first notice from yall to let us know you wanted to cancel the contract.

As stated on contract, you have 3 day right of recission by law and your notice was past that date. Also, stated it must be in writing, not received by WW.

Therefore, payment is due for the contract.

Henry

From: Tony Gray

Sent: Tuesday, July 18, 2023 10:21 AM

To: [protected]@windowworld.com

Cc: Tony Gray

Subject: Letter from Tony Gray-Leakesville, MS

Mr. Henry Santelices,

I just returned home from Brazil where we are missionaries. A letter from you dated 4/12/2023 advising us that we owe Window World a past due balance. The letter was quite threatening and demanded our immediate attention, or be faced with a law suit.

We need to talk. Please call me at [protected].

Until I hear from you I will give you some pertinent information.

1. After we had made the order for windows for 1802 Texas St. Leakesville, our circumstances changed and we IMMEDIATELYcanceled the order

WELL within the grace period for cancelling. This cancellation was done through the salesman who visited our home and with whom we made the

order. His name is “Jeremy”. He confirmed our cancellation.

2. A couple of days later a lady (didn’t get her name) from Window World called and confirmed the cancellation. We also understood and confirmed that our deposit of $714.00 was not returnable.

3. So, in February it was our understanding that the purchase had been cancelled.

4. What probably happened was, Jeremy and your personnel confirmed the cancellation with US, but DID NOT confirm the cancellation with the

production department. Thus the windows were made and delivered to Window World to install only to find out the order was cancelled, as

confirmed by salesman Jeremy and others. Now you are trying to get your money from us to cover a company mistake by multiple employees.

5. As to your rather concerning letter, I want to make mention that your comment of “This is not the first of a series of demands, but rather, the

last correspondence prior to filing suit”. We have NOT received any letter, e-mail or phone call from you or anyone else from Window World asking

for ANY payment. After looking again at the envelope for your letter, we saw that it was sent to the house where the installation was to

take place (1802 Texas St. Leakesville, MS)…which is a vacant rental property and NOT my home (7218 Jernigan Road, Leakesville, MS).

Thankfully our local Post Office forward the 4/12/2023 letter to my home.

You should have sent the letter to my residence (which probably was in the contract) and we would have addressed this issue in April before I left for

Brazil in May.

I look forward to speaking to you and resolving this issue.

Rev. Tony & Karen Gray

Lies, bait and switch, and more lies. Contract was for windows & sliding glass door. Door measurements were wrong & wrong door was ordered. Window World gave new quote for door additional 110% ($4700 vs $9800). No response to emails, phone calls, text messages to salesman, managers, or owners. Charged double for permit, inspection of windows not ordered, finishing of windows not complete, broken screens. They talk a good game and do nothing.

I have no doubt they are laughing at me since I was dumb enough to separate the contract since I believed they would work with me on making the sliding glass door right. A truly idiot move on my part but I was taken with their support of St Jude and did not imagine a company that supports St Jude would be so ruthless. That may sting more than their underhanded business practices.

Bought 10 new windows. Finally a beautiful day left windows open came home to tons of bugs. Trying to figure out why. We noticed every screen doesn't close all the way there is a gap on each side of the screen. Also a latch to hold the screen is broken.

Not even a month old install and now we cannot even open the windows

Quick install but horrible job about making the window screens even so there are no gaps and no bugs can come in. Finally nice weather and the windows cannot be used after $6000 plus spent.

When I purchase my windows patio doors, they told me I had a lifetime warranty on the windows and free screen replacements if needed . They replaced my patio door screens twice with no charge. I called them today and they said they don’t have free replacements on screen doors. It would be $75 to redo the screen they replace the screen on my patio door twice before no charge and I was beyond the 90 days they told me that they wanted the screens for

Installed windows smaller windows than my original.. which was nit discuss prior.. that patio screen door is damaged and when I brought it to the attention of installers I was told the door closes fine from the outside. I said what if I'm inside and was to close the screen.. I was told it would be replaced when I pay the completion balance. I tried to explain that is not an option because the jib is not complete.. the installers should not have left the damaged screen.

I have waited more than 2 weeks for the completion of the job.

I am told they schedule would replacement of the screen under warranty but not til I pay th3 balance.. I will not pay any more Mon until the job is complete.

I wanted quality energy efficient windows and doors not damaged goods. Not sure where to turn but this has been a negative experience thus far.

We had a bow window and two regular size windows installed costing over $9000. We picked oak for the windowsill on the bow and after the installation was complete we placed a small artificial Christmas tree in the center of the sill and after the holidays we took down the tree which was in a small wooden bucket. At first we thought the window leaked because there were black stains on the oak surface so we called window world and the installers came to inspect the window they said the window didn't leak they didn't know why that happened and they would notify the manufacturer we never heard back from them. So we decided to try to fix it ourselves we bought wood bleach and after a few applications it didn't work but only warped the surface, now we had to sand it to try to get it somewhat smooth again only to find out it wasn't real WOOD. Area's sanded off exposing particle board not solid wood like we were lead to believe. Now we ended up using wood filter and trying to sand it smooth (didn't come out the same as it was) and painted it white. The moral of this story is never assume you are getting good quality material for your money.

We had 18 windows replaced by Window World of Frederick, MD. We signed the contract in the beginning of September 2022, they didn't complete the job until the end of January 2023. The first day, they literally ripped out all of our windows in which four of the new windows were incorrect sizes. They tried to install them anyway, but my husband caught the mistake, as he could fit his hand between the window and the wall. He then demanded that the order the correct sizes. For four months they had to leave the incorrect windows installed with only foam insulating them in the dead of winter. Not only did that happen, but they left all of our windows uncapped and uncaulked during these cold Winter months as well. Our house felt like a freezer, our electric billed doubled, we had to order an extra tank of heating oil and had space heaters in every room just trying to stay warm. There were at least five day's that we stayed home waiting on them, moved all of our vehicles and arranged for our dogs to be out of the way, but they never showed up, nor did we receive a phone call. Once the job was complete, we requested a credit for our electric bill, oil consumption and time lost. Not only did they offer a ridiculous $100 credit, but the production manager, Eric, yelled and screamed at us over the phone because we felt that was beyond unacceptable for our expenses and our time.

We signed up to have 26 windows replaced by window world and were told that it would be around Halloween for installation. Our Windows were installed on Jan 11th & 12th of 2023 or about 6 1/2 months after order. They stated this would be a 3 day install and I feel they rushed to be done in 2 days to have a long weekend. When the scheduler called for the install date they never mentioned that we should cover everything just like a painter would do and we have 2 to 3 days of cleaning up from the dust and broken glass they left everywhere. They only said to move as much as possible from the windows being replaced. Duke offers a rebate but only if you have an Energy Efficiency review within 2 years of the installation and Duke was surprised we were never told that by Window World. The installer caused damage to the structure below the dining room window and the repair was shoddy at best. also some small damage above the door. They have us fill out a survey as they are leaving while watching over your shoulder as if anyone would feel safe to complain to their face. They stayed too late on each day in order complete the work in 2 days and I have much more to say that was not good. I give them an F rating

When we place the order the salesman email our credit card number, exp date and CVV code in a plain text email from a Gmail email account. When I talked to the company they said that is the way they do that. I don't them that because of PCI rules they could not do that and they didn't care! When I called the corporate office of Window World they wouldn't talk to me and didn't care about my problem!

First, they blew us off on our date of installation.

Never called. I called every hour on the hour, no return phone call. I called Corporate who directed me to Consumer Relations. All they do is send emails to ask them to call me. The door showed up the next day, WRONG SIZE!

Back it went. No apology nothing, no phone call two days later. SANFORD ORLANDO OFFICE SUCKS! THEY DONT CARE ABOUT YOU!

I am telling everyone I know, still telling friends and strangers NEVER to use them.

Ugh, aggravating

We suffered hail damage to our home on April 4th, 2022. On October 26th, Window World installed windows to our entire home and siding to the west side, as it seemed easier to do the one side with the windows out. It was on April 18th that Tyler Frizzell came to our home for the window estimate and we asked at that time about the siding. No samples were provided but we were assured by Tyler that matching siding would be installed. To our dismay, the siding pattern and length are not the same at all. We have a wood grain pattern and a straight-line pattern was installed. Secondly, the siding is 4.5 inches wide and should be 4 inches.

Damage was done to the south side, and we were supposed to put the undamaged siding from the west to the south. It seems pointless as it is not matching and will need to be, in order to make the home as it was, with matching siding! We contacted the Poke County Window World and they have refused to help in any way. We asked for $1800.00 to have a handyman put a similar pattern and width siding from Mobile Home Depot that we found to be acceptable. Tyler Frizzell called on 12/13/2022 and told us that it was discussed at the office, and nothing will be done. This is not acceptable, and we want some negotiation for the resolution of this issue.

If we were shown samples of this siding, we would never have had it installed!

We are very happy with the windows. They are very nice and were installed professionally.

Thank you for your attention in this matter.

Charles and Carol Clements

I want the picture window that was removed to be installed with another picture window. Never gave the company permission installed a double hung window it looks terrible. It was the company mistake never authorized them to Change that window to regular double hung window what I was inspecting was double pane picture window. If I have to pay the difference I will but not going to a for new permit or installation the company made the mistake I hope we can solve this issue thank you .

In June 2022 Skip G from Window World came to my home to measure for 4 replacement windows. I paid my deposit - which quickly cleared - and was told that the windows would installed in early October 2022. It is now late November and no windows. I have called their local number 4 separate times - no call back. I have called the salesperson - no call back. I stopped by their local showroom - despite the supposed posted hours - doors locked solid. The cheery voice on the voice mail says "Window World - Simply the Best" - I would strongly debate that. I called the corporate office and complained - was told that someone would get back to me - no response - seems to be a company wide experience.

I have had Home Depot in the past install windows and doors - while that too was a nightmare at least there is a local store that you can go to try and resolve issues. Window World is a non entity - no one home.

Walk away from Window World - no run away - find a local contractor.

Sept 2022

Two exterior doors installed. A few weeks later one of the doors would not latch/stay closed unless the dead bolt was used.

Nov 7, 2022

Phone call [protected] placed to Window World informing them of the issue.

The lady who took my call didn't know if my issue should go to the "installation dept", or "the"service dept."I was assured she would get it to the correct dept. I asked when should I expect some one to call me back, she answered in about 2 days. I waited a week.

Nov 14, 2022

Phone call [protected] placed again to Window World. Without me saying anything, the receptionist said"someone should have called you."I asked to speak to a manager/supervisor. I was told they were in a meeting and my message would be given to them. I asked who the manager was, I was told"Arturo".

Nov 18, 2022

No one from Window World has gotten back to me.

On 10/02/21, I met with a sales representative of Window World Layne Jones. He presented the companies product to me and gave demonstration of the features of their windows. After the presentation, I agreed to have Window World install my windows. I was told that had to pay half up front for the process to began. I wrote them a $6000 check which was processed.

On 2/18/22, They sent 3 men to install 22 windows. One guy tearing out the old windows, and the other two installing the new ones. As they were putting in the window over the back door, I noticed it was too small and told the installer. He stopped, took pictures, but said since the old window was already out and couldn't be use so the company would replace it later. He stated he would put a note in the file and notified the supervisor. There was no field supervisor present. They continued installing the rest of the windows and finished after dark. Because it was dark, I couldn't inspect them, however I wrote them another check for $3000 dollars. The next day, I took pictures of the bad caulking and damaged windows. I called them to complain, and the next day the crew returned only to say they saw nothing wrong.

I called the Corporate office to complain, and several weeks later a supervisor came and agreed there was damage, and the windows would be replaced. In May 2022, a nw crew arrived to replace the window. The lead guy however noticed damage to those windows as well and returned them.

Window World did not return until September of 2022 and replaced all but the small window in the back. Then 9/1/22, I received a note on my porch without a stamp. I opened it and it was from a Greg Palmer from window world, and stated that my account had been sent to collections and my warranty would be void. I called him and he stated my account had been sent to collections because they found my obituary online and presumed me deceased. I was overwhelmed with this company at that point!