ComplaintsforWindow Worx

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window was installed (replacement) on August 18, 2023. We paid $400 for the window. During the installation, the installer broke the inside trim and outside trim. We were promised by "***" at Window Worx that the owner was replacing all free-of -charge. After about a week with our new window, we noticed the outline of a square in between the double panes (during a foggy morning, it was clearly visible). I alerted "***" who promised they were ordering a new window for us immediately. That was over 6 months ago.

  

  Business response

  03/22/2024

  We have attached the invoice for the work completed for this customer. We attempted to schedule a date to come back out to replace the glass and assess any damages, but due to the nature of our business, the appointment had to be rescheduled. The customer was contacted, but was not happy and basically refused services at that point. We are mostly confused because as the customer states, this was over 7 months ago and we have not had any contact or communication from her since then until now. She left a bad google review as well (our only one). We would be more than happy to refund the amount on the invoice.

  Customer response

  03/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: I have attached the text messages between Window Worx and me to this rejection. *** texted me on September 14, 2023 apologizing for the damage and the rude behavior of ****. He said a new window and pieces were being ordered and we would get a call when it came in. I responded "sounds good. thank you" on the same day (9/14/23). I sent another text on March 13, 2024 copying the text they had sent me 6 months earlier and asked for a reply. My phone number has not changed. The number from which the WindowWorx texts were coming was *************

  I want a full refund sent immediately. 
  
  Regards,
  
  ***** *******

  

  Business response

  03/25/2024

  Again, I apologize for any miscommunications, but apparently somehow scheduling was misinterpreted. Our online payment system unfortunately will not allow for us to electronically send your refund since it is older than 60 days, but I will be mailing out check #2857 in the amount of $224.00 for the full amount paid on your final invoice. Also, we would like to note that we no longer have text messaging access to that number, as it is now landline/office phone so we did not receive your text earlier this month as you stated. You should receive your check in the mail within the next day or so.

*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. ↩