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Business Profile

Window Installation

Window World Of The Capital District
BBB accredited business seal
BBB Accredited BusinessA-Rated by BBB

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/04/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 Sept 12 2024 Window World completed siding at my home at * ***** ** ********** ** *****. I was not home at the time of the completion. The foreman for this job was also not present during the time of the install and I was left with 3 gentleman at my house who did not speak any English at all which made the process very difficult when an issue had arisen. I had to use Google translate and this still was insufficient at times. after just a few days pass I noticed the siding starting to bow and siding detaching . After many calls to the business they finally sent their foreman who showed up with his son imo. a Saturday and he informed me it needed new siding to fix the current issues it he popped one piece back in. As time passes no call no follow through on the fix. As we wait for these issues to be fixed more siding keeps popping off in random places. I call and am told management would call back I'm giving a number ###-###-#### to send the picks too. I just want the issue resolved. This was a. expensive project and I just wanted done correctly and them to adhere to their warranty and send someone who actually knows how to fix the issue. Thank you for your time on this matter.

    Business Response

    Date: 11/25/2024

    We reached back out on 11/5 to see what needed to be addressed. We had the foreman visit the property on 11/16 to address an issue but needed to order some extra material. The material has since been delivered and we are scheduled to return on 11/27.

    Thank You

  • Initial Complaint

    Date:08/23/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    I ordered 19 windows in May of 2021- MULTIPLE mistakes ( wrong size windows received, incorrect windows received 5 times) I still am waiting for the replacement of a window due to a chip in the glass. I asked to speak to the manager MULTIPLE times with no response (until I said I would not pay them) he offered to take off the price of 1 window- not enough. Its been over 2 years. The salesman measured wrong to begin with, then ordered the wrong windows. This is totally unacceptable.

    Business Response

    Date: 12/26/2023

    BBB spoke to Nick at business and the following was relayed:

    We have left the customer multiple messages that the sashes are in and to set up an appointment to install. We left a voice message on August 4th, September 26th, 27th, and 28th with no reply back. Our installer also direct messaged her on Facebook with no reply back. We just need the customer to contact us to schedule an appointment.

  • Initial Complaint

    Date:03/10/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    Better Business Bureau: 

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
    We contacted Window World of Albany 2/28 at 9:14 am with the receptionist pulling our file and leaving a message for the manager. No return call was received. The corporate office was called 3/8 and again 3/9 to report issue and we were informed the Albany office would call. 3/10 a call was received to my spouses phone when he was out of town. The second call was just received today. Yes we did cancel the 5/14/22 appt as they were just going to reset the sliding door which wasn’t the primary issue.Our bedroom windows are the primary issue. At this point I am concerned about having them return. 

    Regards, 

    ****** ******* cted again regarding ongoing issue with no return call after one week. Corporate office then contacted with report that owner of Albany office would call which did not occur. Corporate office recontacted again with no return call. Person at corporate office that initially answered the phone stated there should not be any condensation with these windows. What we purchased was a 10 year warranted window, at this point all windows other than the kitchen need replaced because they are junk. Moulding placed around windows cracked in several spots with overall poor workmanship. The attached pictures speak for themselves.

    Business Response

    Date: 03/16/2023

    Our office has now left two voicemails on the provided customer phone number. We had a service appointment scheduled for 5/14/22 to address an issue with the sliding glass door, which the customer canceled stating it was not needed. We will happily visit the property to address any ongoing concerns with product or installation. Please contact our office at you earliest convenience. 

    Business Response

    Date: 04/28/2023

    BBB spoke to Nick at business and the following was relayed: We did go out there on a weekend and spent the day addressing and rectifying the complaint issues. This was resolved.

    Customer Answer

    Date: 04/28/2023

    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.  

    Regards, 

    ****** ******* 

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