Window World of Raleigh

The only thing you can do is issue a complaint. We bought our house and previous owners had replaced all windows with this company. Two year later a window is leaking inside the double pane. I call to get replaced or fixed and am informed there is no warrantee we had to call within thirty days of our move. So even though I can prove we are the first new owners, am friends with and can provide current contact information of previous owners, they will not honor their lifetime window warrantee I have been referred to a glass company to fix their defective window. We accept that we did not call within their timeframe we had no clue or we would have called. Sadly, the company verbatim said on phone to me "we had this come up before and our answer is no. There are no individual cases ,, just a blanket no to warrantee work after 30 days of deed transfer if new owners didn't transfer warrantee and pay 50.00 fee no exceptions". It is a loop hole they use and a way to cheat consumers from a warrantee they market as lifetime. It Is shady at best to create parameters so tight that they know consumers will not meet. Also reflects lack of commitment to customers, quality of their product and reputation. No wonder they have low ratings, when push comes to shove they have their money end of story.","neg-1

There is a failure to show up to install at 8am got a call from installer at 10 minutes to 6pm to say they can't make it. I paid for this! NO!There is a failure to show up to install at 8am got a call from installer at 10 minutes to 6pm to say they can't make it. I paid for this! NO! I was told by one of the ladies in the office who set up the install that they would be here at 8 or 9 am Saturday morning. There was a no show. I first asked could they come later after I get off from work she said no that they could do the windows that late so I took off from my job to be here and there is a no show or to be told I was pushed back with no courtesy call of any sort. What kind of business or respect is that?Desired SettlementI would certainly hope a discount or wages lost due to w/w negligence to notify customer and failure to show. I just wondering what did I pay for. Simply you all have my money and now no one wants to answer my calls.Business Response /[redacted]/This installation was set for a Saturday. Our Offices are closed on a Saturday, so no one would have been able to receive a call from the office.I apologize that this issue was not handled well by our installer.As of 3/16/15 this installation has been completed and I don't know of any further complaints.Window World.

We are owed $500 from a previous credit that wasn't applied to our accountIn July 2015 we recieved a check from the sellers of our new home made out to Window World to go towards replacement of a large window. A salesman came out in August to give us an estimate and we gave them the check. In May 2016 a salesman came out for a new estimate and said that the company had changed owners but that our $500 credit would be taken care of. Our windows were installed in July 2016 and we have yet to see the credit or recieve the $500 back. New owner states that they cannot do anything regarding the money because it was the old owner, however they will not give us contact information for the old owner. They will not attempt to settle this nor will they assist in settling this.Desired Settlement$500 from the current owner, and then the current owner can attempt to recoup their money from the old owner.Business Response Contact Name and Title: [redacted]Contact Phone: XXXXXXXXXXContact Email: [redacted]@windowworldofraleigh.comWindow World of Raleigh has been in contact with the previous owner of Window World and also been in contact with the [redacted]'s and giving them updates. We assured them that they would in fact receive the $500.00 but the old owner was out of the country for 3weeks and we needed to speak with him and verify accounting on the check that was deposited by him back in May 2015. On July 17, 2015 a Check for $500.00 was sent it with no Contract from the previous owners of the house. On July 30, 2015 we left a message stating we received a check but no contract was with it. We heard nothing from new owners. Finally on May 13, 2016 10 months later a new appointment was made with the sales rep. Customer signed the contract and financed with Wells Fargo for the balance. They should of financed for $500 less and than it could of been applied to the account. Window World was in transition of new ownership. They were just installed July 6, 2016 and we had to wait for financing to go through. At this point I am going to send a check for $500 to the customer to end this situation and I will get reimbursed from the old owner. We have been in contact with the [redacted]'s and have explained everything to them, customer stated they are going out of the country and need this resolved quickly.

Window World placed the order for my windows prior to my receiving approval from the Home Owners Association to replace the windows.Late March I met with [redacted] of Window World. He quoted a price of $3,055 to replace 9 windows and a storm door. I indicated white windows and a beige storm door, but stated the home owners association would have to approve the replacement, style and color before I could actually place the order. He said that was finethat he dealth with HOAs annd the time, and even helped me fill out the HOA form required for submission. A neighbor, [redacted] and another contractor, [redacted] of [redacted] were also at my house. Both of these people heard me discuss with Mr. [redacted] the need to obtain HOA approval prior to placing the order. Mr. [redacted] indicated the window prices were going up in the next two weeks. If I signed the contract and paid half, which I did by check ($1527.50), I could lock in at the current price. I told him I would call just as soon as I heard from the HOA. I submitted the required papers to the HOA. The next meeting was April 19. About 10 days after the meeting, I received a letter stating my request to replace the windows was approved but they would have to be beige, not white. I called Mr. [redacted] left a message that the HOA required a change from white to beige. He returned my call, said he would bring a sample of the beige window for me to see, that there was also one with beige on the exterior and white on the interior if I wanted to pay an additional fee. I received a call from the main office a few days later from a man who told me Mr. [redacted] had been transferred to the Fayetteville office. I had to reexplain the situation. He said he would get back with me. He never did. I called and talked to a woman named[redacted]. She asked for my address, looked up the order and said my windows were almost completed. I said, no, you are mistaken because I have not placed the order yet. I had to wait on the HOA to approve it. She said Mr. [redacted] had not put a hold on the order, which is customary when an HOA approval is required. She said she would talk with Corporate and see what she could find out and call me the following Monday. I called Mr. [redacted] who tried to convince me to go ahead with the white window saying the white would not be noticeable. I said I did not agree would have to check the neighborhood, which I did, and all are beige. [redacted] did not call on Monday. I called her Wednesday and she said Mr. [redacted] had called her and said everything was okay and to go ahead with the white. I said No Ma'am! She apologized and said she should have called me anyway. Mr. [redacted] from corporate was due in the next day. He called me and said the best he could do was $200/window to replace the others. I said no, I had not authorized the first ones and was not about to pay for their mistake. He informed me I had signed a contract that had a three-day cancellation policy with it and that I now owned 9 white windows. I stated I wanted the windows (but they had to be beige), that they were highly recommended for good products, but that Mr. [redacted] knew he was supposed to wait on placing the order and did not. Mr. [redacted] refused to do anything. I talked with Mr. [redacted] again, made sure he understood I had two witnesses who would testify that the HOA had to approve the order. He emphatically stated that when I signed the contract he and I were the only ones in the house. This is a lie. Mr. [redacted] was definitely there because we had business about my deck to attend to after Mr. [redacted] left. In a later conversation I asked Mr. [redacted] if they would paint the exterior of the new windows beige, that I would be okay with that. I received a text from him today saying they would not paint them, that I could hire it done. I am not paying for something that's not my fault. Mr. [redacted] has continued to lie to me repeatedly. My witnesses are willing to testify that the matter of the HOA was fully discussed when the order was placed and that I told Mr. [redacted] I would call when I heard from them.Desired SettlementI want Window World to make new beige windows as required by the HOA--and according to the original specs--at no additional cost to me. The storm door is fine. I want the windows and the door properly installed with warranty/guarantee for all in tact, and I will pay the other half due once installation is completed. Business Response We have reviewed the customer in questions file and made the decision that we are going to order her new windows at no cost to her. We pride our self on taking care of our customers and doing the right thing, and after getting all the facts. We feel this is the right thing to do. The customer has been contacted and is very happy that this decision has been made and stated that she has no hard feelings whatsoever toward Window World and would refer us to all her friends and family.Consumer Response I received a call today stating that new windows would be made in the color required by the HOA. Not only am I getting the correct windows but a representative will also come to my home and remeasure each window to ensure the proper size is made. My complaint was never against Window World products, just the original representative. The company is doing right by me and I am extremely happy about the proposed outcome. They do make a great product!! Final Consumer Response

The only thing you can do is issue a complaint. We bought our house and previous owners had replaced all windows with this company. Two year later a window is leaking inside the double pane. I call to get replaced or fixed and am informed there is no warrantee we had to call within thirty days of our move. So even though I can prove we are the first new owners, am friends with and can provide current contact information of previous owners, they will not honor their lifetime window warrantee I have been referred to a glass company to fix their defective window. We accept that we did not call within their timeframe we had no clue or we would have called. Sadly, the company verbatim said on phone to me "we had this come up before and our answer is no. There are no individual cases ,, just a blanket no to warrantee work after 30 days of deed transfer if new owners didn't transfer warrantee and pay 50.00 fee no exceptions". It is a loop hole they use and a way to cheat consumers from a warrantee they market as lifetime. It Is shady at best to create parameters so tight that they know consumers will not meet. Also reflects lack of commitment to customers, quality of their product and reputation. No wonder they have low ratings, when push comes to shove they have their money end of story.

Windows were scheduled to be installed mid-December 2015, still not installed.Windows were supposed to be installed mid-December 2015. Company has made no contact with us to install or provide a new date. Several calls went unreturned. A sales person left a message 1/12/16, saying "they were backed up," and that we would be contacted a week before they were ready. No date was given.Desired SettlementProvide a promised delivery date and actually install the windows, as soon as possible.Business Response Installation was completed on 1/21/16. We are unaware of any additional issues.Window World of RaleighConsumer Response Windows were installed. Team was professional and polite. We're satisfied with the response.

Work has been incomplete. Two windows had scratches and Window World agreed to fix them. The back windows and side window were not sealed. Several phone calls and emails have been sent. I keep getting the apologies saying it is an over sight on their part and they will get it fixed. I has been six months and the job has still not been completed.Desired SettlementI would like the work to be completed ASAP.Business Response All outstanding issues have been addressed.Window World of RaleighConsumer Response I would like my 6 months same as cash date extended to 6 months from the day the work was finally completed not the day the work was half way completed. Other then that I am satisfied with the work finally being completed, thank you for your help on this matter.[redacted]Final Business Response The customer signed loan documents with a Third party financing company. We do not make loans or have any ability to adjust loans.

This is a product and contract issue as well as a sales issue but the company owner let the salesperson shoulder the blame. I ordered $4600 of windows white to the inside and the color of my home to the outside because this is a "mono-chromatic" home (everything is one color). I was emphatic about this to the salesman and we spent a great deal of time selecting a 'colorwrap' for the outside before giving them a $2300 deposit. Several weeks later the installation crew came and tore out my old windows and installed new windows. The installer opened a window from the packaging, when I saw white I asked if they had brought the correct windows and the installer said the still needed their wrap and later brought me out to show me how they would look when he put the wrap on and I questioned why there was any white showing. He explained that only the small trim piece would be a color and the window would remain white which will not work on this home...He told me to call the salesman right away and stopped work (leaving my home partially open to the elements and the windows unfinished). I called the salesman and he said I was told the windows would be white but I am a designer and as such would have never, ever allowed for this. I told them they needed to make these windows the color of the home or remove and return my windows to their places but the owner of the company, [redacted], refused saying he knew his salesman would have never promised my windows would be anything but white and pulled his men off the job - leaving my home open, with extensive open spaces at all operable windows. Per his installer...he doesn't care...They didn't install the big ticket item and took it back (a 8' slider) and the owner has not paid his salesperson or the installers so he is dollars ahead and feels no need to correct what is wrong...yet my home was to be on the market in 14 days! Please help! I attached a picture of the front of the home to show how the 2 windows they installed are way out of place. Can provide more.Product_Or_Service: New windowsDesired SettlementI would like them finish their job and weather in my home and to either paint the windows with a special vinyl paint they say will work, or to pay the $450 additional it will cost me to do the unthinkable and have all the window frames painted white to match what they messed up. I still owe them $2300 but they still have the nearly $1000 slider in their possession. That said it is raining out and my home is exposed! Business Response /[redacted]/The salesman had met with Mr. [redacted] a number of times, from August last year I believe, to discuss his window needs. On the very first meeting Mr. [redacted] was offered the option of picking one of our exterior colors that was available. He told the salesman that he was selling his house and he was not going to pay $138 per window for an upgraded exterior window color. The installation technique for Mr. [redacted]'s installation required that an exterior window facing be applied to the exterior trim. This trim forms a transition from the newly installed window to the existing window trim. Yes they did spend a long time picking out this color from our available selection. It turns out that the original trim color selected on 2/13/14 was discontinued, the salesman returned to Mr. [redacted]'s house on 3/5/14, at which time they picked out a new trim color and Mr. [redacted] signed the addendum, documenting the change. See the attached addendum. Also attached is the signed contract dated 2/13/14. The contract clearly specifies the color of the window as seen from the outside as well as the inside. The contract would also show the option for a different exterior window color at $138 if it was chosen. On installation day, Mr. [redacted] called us once all 10 windows were partially installed. He told us that he was halting the installation and he was not going to pay us. He also threatened legal action. He demanded that we paint his house or the new windows, or re-install his old windows, which is obviously impossible. We would never paint a vinyl window and we are also not prepared to paint his house. He told us to stop work and that he was not accepting the windows, so we had no option but to leave.Consumer Response /[redacted]/Thank you for your assistance in this matter and I have further information to offer and also an additional compromise to try to settle this, see below. I would gladly provide a picture of the mentioned "wrap" (which is hardly a wrap of the exterior facing) for your review: 1)They did offer to make the windows a color but MY UNDERSTANDING AS EXPLAINED BY THEIR SALESMAN was that this color upgrade was to the interior space and I felt white would be fine for the interior. When he told me I could select a "wrap color" for the outside the misunderstanding between salesman and purchaser appears to have happened because I understood him to say the wrap color to the outside would be the color we selected with no exposed white facing out. 2) BOLD FACE LIE: I did not halt the installation and in fact pleaded with the installers to please finish the job and we would find a solution. In fact, they were pulled off the job by the local owner, and placed the most expensive, sliding door assembly back in their truck, and left the exterior of my home open to water infiltration. I did in fact question the 'white facing the street' earlier in the day but the installer said to wait till he cut and was ready to install the "wrap" so I would completely understand. Several hours later the installer asked me to come outside and look at the windows and the wrap he had just made and it was at that time that I realized we had a problem and called the salesman who called 'the boss'. To my great surprise and angst, what I expected to somehow cover the white to the street turned out to be was a small metal flashing of sorts and not at all what I had expected or planned for or could agree to. Even the installer openly admitted to wondering why I would order white with these colored "wraps" making it 3 colors to the exterior of the home and suggested he makes said wraps in white to avoid what would have been even worse. It was after I spoke to "the boss" that he called his crew and told them to just abandon the job and to the installer's credit he stayed on site long enough to mostly "dry in" the partially installed window (however we can still see daylight from around the windows and any driving rains will penetrate the walls).3) Since Window World only pays his salesman and also his installer when jobs are finished and kept his $1000 door he has no incentive to try to rectify a problem in initial faulty communication between the salesman and the buyer. He has his funds and apparently plans to let his men and the customer take the hit...all the while my home is exposed to the elements. 4) I have in fact asked Window World to accept responsibility for the error in communication and to pick up the portion of the paint cost associated with changing the exterior trim to white, to regrettably, match the trim to his windows. (Please understand this is a huge compromise for us - this home was designed to be a monochromatic home and was to be one color (siding, trim, gutters) and only the front door had a splash of color). My painter gave me a terrific price of $450 to make that change and I am asking Window World to accept that part of the responsibility. To satisfy this and compromise I would be willing to split this expense ($225/$225) if Window world will finish their installation, including the slider ASAP so weather does not further damage and infiltrate the structure.Final Business Response /[redacted]/Although we view this misunderstanding in another light, we feel there is nothing to be gained by disputing the customer's commentary. Window World of Raleigh is prepared to discount the final balanced owed in the amount of $225, as requested by the customer, so we may put this experience behind us. We will finish the remainder of the project in a professional manner as soon as the customer contacts us to schedule the resumption of work.Thanks for your Help.RegardsWindow World of Raleigh, Inc.

Installation of windows still not scheduled or installed after 13 weeks after purchase.I had two windows measured and paid the deposit (half the price) on August 17, 2015.About 7 weeks after, I had not heard from them so I gave them a call and he said that they were really busy and backed up ( because of the rain) and that he would get back to me. Well, after about two days, I thought about that and realized that what he told me really did not help me. Would he "Get back" in a few days, a month or just how long would I be waiting. I called back and asked how long before he would call back with a scheduling date and he called back within that time frame. Finally I had an install date...or so I thought. The installer was to come out today. The day came and went without anyone showing up. Mind you, I called week before and he reminded me that the day was the following week. I called the morning of and asked for the time window. My daughter, whom I left as a contact was told that they could not reach the installer. The day was shot and it had become obvious that I would not get windows installed today.I called the scheduler and he said that the installer was swamped. Couldn't make it to me. So I asked if he could come out tomorrow. MHe said no, that it would probably be before thanksgiving...still could not give me a specific date.Let me wrap this up...I ordered and paid the deposit 8-17-2015. I fulfilled my obligations and paid my deposit and signed the contract which by the way states typically 6-8wks after window measurement and initial deposit. It is now 11-18-2015. 13 weeks and 2 days...no windows...no installation date scheduled. Granted, if Window World is that swamped, then they need to hire more workers. It is not the customers problem but theirs. And if need be, they need to let customers know, before they pay and sign on the dotted line, that it may be 13 or more weeks out before their windows are installed.Desired SettlementFinish the job with a discount for the failure on the companiy's part to finish their job in a reasonable amount of time. Had I known that it would have taken this long I would have dealt with another company.Final Consumer Response /[redacted]/The company has taken steps to resolve the situation and right the wrong. I am thereby satisfied with the resolution.

Signed contract for purchase in mid-November with delivery set for end of January. It's March & I still do not have an installation date.Contract signed 11/17/15 with delivery date of the end of January. Called middle of January, told it would be middle of February. End of February I called again. Said they could do it the next day. One hour before their scheduled arrival time, I got a phone call that one of the Windows had been broken. It would take two weeks to get a replacement in. Now, three weeks later, I still have not heard from them. The next time I call I will be asking for our deposit back.Desired SettlementI would like a call by the end of the week to schedule installation.The Windows were beautifully installed on March 17th. Had discussions with both scheduler and installer about the lack of communication and delayed installation. I know they are taking steps to resolve the problem

Ordered a window, and after 6 weeks can't get an installer to come out in the window!We ordered a window on July 15, 2015 to replace a broken window on the front of our home. The home was sold on August 4, 2015 and the window was one of the repairs that was listed in the contract to be completed. We are military, and are now in Kansas. My husband and I have called several times to check on the status of the window and have been told that there was no way to know if the window was ready to be installed! On August 9th I received and email from the homeowner explaining that the temporary window that was in place had shattered and asked if I could contact window world and let them know the situation and see if we could get an installation date. When I called, I was placed on hold for 15 minutes before being put on the phone with [redacted] He told me that the window was ready (no one ever called us and told us the window was ready or to schedule installation)he was completely booked for weeks and couldn't get the job on the schedule until August 31st. I explained to him my situation, that I am 1000 miles away and ready to be done with this home that I no longer own, and that the wife of a deployed soldier is living in this house with her 2 young sons with no window in the front of the house! [redacted] told me he would see if he could add it on to a job in the area and get it done sooner, but it would take a few days. On August 21st [redacted] called and told me that an installer would be in the area and they would add the job onto his schedule on Monday August 24th at 4pm. I contacted the homeowner today (who had taken off work to be at the house for installation) and she informed me that she called to make sure they would be there to put in the window and they told her no because it was raining. Never mind the fact that it has not rained in Spring Lake today, but no one called to tell either of us that they weren't coming! When she spoke to [redacted] he was extremely rude to her and told her that the next install date would be September 2nd. We have also called and spoke with [redacted] today and still don't have an installation date for the window. I am unable to cancel the order without forfeiting our deposit. I am extremely frustrated at this point and would just like to have the window installed!Desired SettlementInstall the window or refund depositBusiness Response /[redacted]/We are within our normal time cycle, for installations for this time of the year, we did not promise anything different. We had some minor flooding in our area, which cancelled all of our installations for the day in question.We are having a difficult time getting the home owner to schedule another day. The window will get installed if a date can be agreed upon.Consumer Response /[redacted]/The homeowner is not the problem! Anytime we have been given a date for installation it has been on a "we will see if we can fit it in" basis. Our new date is tomorrow, so we will see if the job gets completed. Also, as stated in my original complaint, no one called to schedule an appointment for installation when the window became available, which I'm sure is adding to the delay. Final Consumer Response /[redacted]/(The consumer indicated he/she ACCEPTED the response from the business.)The window has been installed. I am glad that we are able to move on from this. Lesson learned, We will not use this company ever again, and will advise our friends and family to take their business elsewhere as well.Final Business Response /[redacted]/No one called to schedule your installation, because we were not ready to install your single window. There were a line of military families ahead of you, all with their own set of unique urgent situations. When you force your way into our schedule, we have no choice but to give you a "we will see if we can fit it in". The window was installed yesterday and I believe everything is finalized. Lets just agree this was a TERRIBLE experience for both parties.We thank you for your family's service to our country.

Product function, look & service problems.Window World541 S. New Hope RoadRaleigh, NC XXXXXSalesman: [redacted]Ref: Casement Window3-24-2015 Ordered two garage windows from [redacted] and paid half by check $489.50.5-12-2015 Installer [redacted] from [redacted] installed windows. Paid balance of $489.50 by check. After they left, I discovered the windows would not close and called Window World. I talked to [redacted] and he told me to get a screwdriver and fix it and it would be easy to fix. [redacted] made an appointment for the installer to return to fix the windows on 5-26-2015. We live only 5-7 miles from the Window World showroom. 5-26-2015 Installer no show. Called Manager [redacted] Made new appointment for 6-02-2015.6-02-2015 Installer no show.6-05-2015 Salesman [redacted] came to residence and could not repair the windows and was baffled why the installer did not install them correctly and check them before leaving. He said he would make some calls and get to the bottom of it. Before we signed the contract with Window World we were assured that we would see no difference in the Window World window and the windows previously installed by the Aluminum Company. That was not the case. We brought that to [redacted] attention. The Aluminum Company window has a smooth exterior finish, the Window World window is textured. The Aluminum Company window was sealed to the brick with caulk on all four sides. The Window World window was not sealed with caulk on the bottom exterior seal. X-XX-XXXX I called Window World and told [redacted] about the installer not showing up on 6-05-2015. [redacted] advised he would look into it. I asked him if this business was owned locally or corporate owned and he said corporate owned. I asked him who was his regional or state manager and he said he didn't know. I then called Window World Corporate Office at XXX XXX-XXXX and talked to Customer Relations Manager [redacted] advised he would look into it and have owner [redacted] call me. I have never heard from Mr. [redacted] 6/08/2015 Installer [redacted] came to my house unannounced and had an attitude and said what is wrong with the window. I told him they would not close so he checked both and saw they would not close. He said they were improperly aligned and took out all of the screws and used a crow bar to pry them and then put the screws back in. He checked them and they worked. The chalking from doing this was all messed up, so I asked him to please put some more on. Todd advised he didn't have any and to go to Lowes and get some. Todd then gave me one of his business cards and very angrily said if I had any more problems with the windows to call him directly and not to call Window World. I called [redacted] and [redacted] and told both how rude [redacted] was and that we had a pending sale of an additional $12,500 for more windows and that we had these two windows installed as a test. I told both that Window World's installation was a horrible experience and we would not be using Window World in the future.Desired SettlementTo be get what we paid for. To be treated fairly. To stop this from happening to anyone else. Business Response /[redacted]/I have spoken to Mr [redacted], and I believe all outstanding issues have been addressed.Window World of Raleigh, Inc.