ComplaintsforWindow World of Orange County

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a window from this company on April 26, 2022. Installation took place on June 8,2022. I gave the installers a nice review and paid the remaining bal of $565.50. Three minutes after they left, I noticed 3 spots and dirt inside the double pane window - in the center of the window. I immediately called the installers and asked why they didn't point out the flaw to me. They told me it is guaranteed 100% and the company would replace it. I had to call the company 3 times before I was able to speak with a supervisor, *************************. He promised me that a new window would only take a few weeks because the frame was already installed and they only had to cut the glass. The new window was scheduled to be installed on Aug 29th - two and a half months later. The install was scheduled for ****am. At 11am, I called the office and was told that the glass broke when they put it on the truck. They would have to cut another glass. It has now been another 2+ months and still no window. They were scheduled to install the window last Friday between ****pm. At 5 PM, I called and was told that they were running late and would have to reschedule again. I did not even get the curtesy of a call that day. I called the Regional Manager, ***, and he apologized for all the trouble and said that he would get the window scheduled right away on Monday, 10/31. They did show up that morning, but it was raining too hard to install the window. It did clear up an hour after they left at 9am, but they didn't return that day. The office clerk told me that she couldn't reschedule until December because they were booked out. I called *** again and he promised to get it installed this week. He talked to his installers and I was told that they would be here today, 11/4, and we would be the first install of the day. Again, we moved the car, trash cans and furniture, and again they are a NO SHOW. Again, no call from the company, A discount and the window installed please

  

  Business response

  11/21/2022

  Our office needed to cancel the appointment on 11/4 due to rain, the homeowner should have been contacted and made aware of that cancellation. We're currently looking into this with the installation department. Records show the customer has been contacted and the homeowner is on the schedule for their glass replacement today, 11/21.

  Customer response

  11/21/2022

  There were actually 3 scheduled installation dates and only one where they did show up, but it was raining so they couldnt do the install. They showed up today and took out the old window and attempted to put in the new window. It is too small on one side so another window has been ordered and hopefully it should be here in a few weeks. I still feel that a price adjustment would be appropriate.  I am hoping that this window will be successfully installed by Christmas. 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a security door on 3/17/2022. After calling several times (1 time a week since June) I have never received a call back after leaving a message. The one and only time i got a person on the phone (~Late July) other than the front office I was able to schedule the door install for 8/4/2022. Mind you its been over 4 months of no call backs and at that point i was about to give up. When 8/4/2022 comes around and the installers show up they show up with the WRONG door. I don't blame the installers for having the wrong door, the installers were actually nice and showed up with the door they were given. What i suspect happened was when I met with the sales people on 3/17/2022 and explained what i wanted in the door they either inputted the wrong part number in the order form or the communication between Window World and the manufacturer was misinterpreted. It is now 8/8/2022 and I have called them several times asking them to call back to discuss next steps and options and I am still waiting. It's unprofessional that they have not called back or even acknowledged the door was incorrect and not installed. It's been almost 5 months and nothing has been done. After I don't know how many calls (+20) to them I have not received a call back. I was lucky just that once and was able to get that install date set. I'm afraid its probably going to be at least another 5 months for someone to show up to my door.

  

  Business response

  11/21/2022

  Window World of Orange County went through staffing changes in core departments in February and August and have been dealing with backlogs due to staffing losses. Our customer was contacted and the details of his door were discussed. He was interested in screen inserts, not glass which is a simple change out. Screen replacements have been ordered for his door, we discussed we would insert them into the door of his in our warehouse and send him a photo for his approval before scheduling installation. A photo has been sent to his email, were currently awaiting the customers reply on how he would like to proceed.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered windows from Window World of OC on July 14, 2021. The windows took 3 months to come and were installed on November 5, 2021. When Karine came home from work on the day of installation, she noticed that there were scratches on 6 of the new windows as well as a ding on 1 of them. One scratch went clear across the window pane. Karine called Window World the next morning to report the damage and ask for someone to come out to look at the windows. After this, followed many unanswered phone calls to Window World as well as unanswered texts to the manager, *******, on November 26th and December 1st. Karine also texted pictures of the damaged windows to Window Worlds employee, ******* Finally, on December 28, 2021 a WW employee came out to look at the windows. He cleaned the windows and acknowledged that 6 of the new windows had scratches, 1 had a ding and that the vinyl of 1 of the sliders was significantly bent. He told us that the 6 windows would be reordered and reinstalled. We waited for about 3 months since the first time the windows took 3 months to arrive, and then at the beginning of March we began calling to find out the status. After calling many times and leaving multiple unanswered messages, ******* finally spoke to us and said that he had no record that the windows had ever been reordered. Karine again shared pictures of the damaged windows. ******* sent the original installers out on March 18, 2022 to look at the windows. The installers told us that they remembered the job and had informed Window World at the time of installation that the windows were damaged. The installers said that they would again report the damage to WW so that the windows could be reordered. After the installers came, we called Window World many times asking for something in writing to indicate that the windows had been reordered. Every time we had to leave a voicemail, and ******* never responded. It is now June 14, 2022 and we still have had no response from Window World

  

  Business response

  07/07/2022

  Our offices were dealing with severe back logs and staffing issues for months. We're currently under new management, and new staffing. Mrs. ******** has been in contact with our new service coordinator and her required service parts were ordered. The parts are due in this week, and our service coordinator will be in contact with Mrs. ******** to schedule the completion of the service.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered ONE WINDOW from Window World of Orange County. I signed the contract in November 2021. They said my window should be in in February of 2022 due to manufacturer delays because of Covid-19.It is now April 2022 and I still do not have my window. I have been calling the company for the past 3 or 4 weeks to get a status on my order. They swear up and down that my call would be returned in one or two business days, but no one ever returns the call. I called and asked to speak to a manager. First I was disconnected, then I was taken directly to the manager's voice mail. I left two messages, but the manager never returned my calls.They have the worst customer service I have ever had the misfortune of dealing with.

  

  Business response

  04/14/2022

  Window World of Orange County apologizes for the lack of communication with our customer, *******************************. Our office is dealing with severe staffing issues due to loss of management, and employees being out sick; which is resulting in lack of updates to our customers on back-ordered products. The unit in question arrived in our warehouse this week, and the customer has been contacted to schedule installation.

*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. ↩