Window World of Hudson Valley

From start to finish we have had a clear understanding of the process all along the way,
the windows took a little longer than expected originally, how ever understanding of world events out of our control such as Covid 19. The Quality of the windows exceeded expectations. The install Teams outstanding workmanship/and craftmanship brings great credit upon you and your company. .Our whole house project was completed in one full day regardless of the inclement spurts throughout the day.
I highly recommend Window World of Hudson Valley,
I am completely satisfied with my purchase.
Thank you very much
Randy Foutch DAV Retired

[redacted] has had some issues with a windowHer original file was lost in a flood we had in warehouse so it did take a little longer to track down what was needUnfortunately the serial number was also missing on the customers windowWhen I was brought into problem I attempted to order a part with no information The part that I order was not the correct part we needI since have order that part like we told the customer and are awaiting it arrival We are a company that stand 100% behind our products and warrantyThis instance there was a glitch with lost paperwork and a serial number sticker that was removed from windowOnce the part comes in we will service window just like we told our customer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Window Worlds response is totally not true I did NOT sign off on the job ( if I did please show document) and I discussed the capping trim with salesman and he told me " oh yes trim is wood capped with aluminum." hence the term CAPPING, and when I contacted company (after many calls with no call back) that I was not satisfied with install, capping and product, I was informed that in order for someone to come back out to complete install to my satisfaction it would cost me another four hundred dollarsAfter seeing that this company only cares about collecting money and does not care about customer satisfaction I researched them and their product online, it seems that there are only poor reviews, ( should have checked that first) If the company will not complete job correctly by Sept ***, I will contact a licensed contractor to come and remove the poor quality windows and install a better quality window, complete the job correctly, and Window World can have their product back In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
My window issue has finally been resolved. It took a long time and in all of that time, I never once received a phone call from Window World or Window World home office. I had to pursue this issue. I really hope that the other windows have no issues because it was a very unpleasant experience and I do not want to deal with Window World ever again

The business has responded Please read below:
Customer originally contacted our office stating we did not use correct material to cap the exterior of windowI explained to him it was PVC coated coil that is used to finish outside of windowI explained to him that is what he paid for and
that is what we installed
*** *** also complained that we were late but his schooled appointment was between 2pm to 6pCustomer also signed off on job being completed
This is the first I have heard about locks not working correctlyAs always all parts have a lifetime warranty and I would sent our service tech to look at problem*** *** just has to call to make an appointment
All of our installers are very experienced and professional otherwise we would not be in business

I am sorry you are are unhappy but we did everything we were contracted to doAs in my last response I attached the completion certificate that was signed before we leftWhat you want done to windows is extraWe capped the windows with PVC coated aluminum coil just like we stated in our contractIf you have our windows removed we will not take back or credit you any moneyWe performed everything we were to due per our contract

The business has not responded or offered to rectify the situation whatsoever, I will be hiring another contractor to remove the poor quality windows and lousy workmanship with better quality windows and workmanship.

[redacted] has had some issues with a window. Her original file was lost in a flood we had in warehouse so it did take a little longer to track down what was need. Unfortunately the serial number was also missing on the customers window. When I was brought into problem I attempted to order a part...

with no information.  The part that I order was not the correct part we need. I since have order that part like we told the customer and are awaiting it arrival. 
We are a company that stand 100% behind our products and warranty. This instance there was a glitch with lost paperwork and a serial number sticker that was removed from window. Once the part comes in we will service window just like we told our customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
     Window Worlds response is totally not true.  I did NOT sign off on the job ( if I did please show document) and I discussed the capping trim with salesman and he told me " oh yes trim is wood capped with aluminum." hence the term CAPPING, and when I contacted company (after many calls with no call back) that I was not satisfied with install, capping and product, I was informed that in order for someone to come back out to complete install to my satisfaction it would cost me another four hundred dollars. After seeing that this company only cares about collecting money and does not care about customer satisfaction I researched them and their product online, it seems that there are only poor reviews, ( should have checked that first) If the company will not complete job correctly by Sept [redacted], I will contact a licensed contractor to come and remove the poor quality windows and install a better quality window, complete the job correctly,  and Window World can have their product back.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: The company cancelled our contract due to a difference of opinion and are refusing to give us our deposit back. They cancelled and we did not so we should be able to get our deposit back.Desired Settlement: Only would except job of it has no involvement. With there manage Patrick

Business

Response:

To Whom it may concern,Last week on the 02/** or ** we were contacted by customers husband. Customer wanted to change size of windows that were ordered and due in on Thursday. I explained to him it is not possible. He became irate and threatened me. I explained when our salesmen and measure tech came out to your home you agreed on this size.I also explained that it was noted on our measure sheet that you agreed to size. At this point customer was becoming a bully and getting more aggressive towards me and hung up.I then called customer and got there voice mail. I left a message stating that since you have acted this way and have refused installation of the windows that were ordered we would be canceling all contracts with customer. The next day I sent out a certified letter stating the same as message. I also include there deposit would be kept to pay for windows. Customer then contacted our corporate office making a complaint with a lot of lies in it. Corporate forward it back to me. I then call customer to discuss there problem. While I made this call I had another employee present to witness call. Customers wife was trying to bend story of what had happened between myself and her husband. She basic made up a story that they told us they would pay for wrong windows and order new ones. If that were the case why would we be going through this !!!!!When I spoke to her husband last week I also offered to temper the windows at no cost to them since there was a safety concern. We did attempt in good faith to work out problem. We stand firm by our decision. If they would like the windows they can pay the rest of our cost and we will gladly give them to the customer but we will not do any other work with customer.I will be the only point of contact for this issue. Patrick B[redacted]Operations mangerWWHV

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Patrick was very nasty over the phone and trying to over talk me. At one point he told me I was being a bully because I said he could not do this and I was going to get a lawyer. He had no right to keep my deposit. Not once did he mention to me keeping the Windows, this is new. Plus the Windows in dispute on the contract were $956 so why should I have to pay more? I have done alot of research and there are numerous complaints about him and his business and the way they treat customers from many different individuals on different sites.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

As stated in our original response we have done everything to rectify this issue. I have had people present with me each time I was on call with customers to verify our side of complaint. Customer has also threatened us with lawyer so there should be no more involvement with Revdex.com or us until lawyer contacts us. Thanks you for your time,Patrick B[redacted]WWHV

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Business did not address the issue of why they feel they can charge me more than my deposit for the windows since in the contract they are $956. I also feel you can not tell me when to stop contacting the Revdex.com. There are many complaints about [redacted] and the way he treats people.Thank You

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: signed a contract last July 2014 and job still not completeDesired Settlement: new weather stripping around the NEW door!!!!!

Business

Response:

We have serviced many of complainants from customer in the past year. As for the door we serviced it last week and placed a brand new weatherstripping on entry door. Customers refused to sign completion certificate because husband was not present. It seems no mater what we do this customer will not be happy. The door has been fixed by our tech the job has been finished.Patrick M. B[redacted]Operations ManagerWindow World

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

August *, 2015In reference to Revdex.com Complaint #[redacted], I provide thefollowing response to Window World Patrick B[redacted]’ response to our originalcomplaint.Mr. B[redacted] claims all of our complaints have been satisfiedand that he will never be able to make us happy. This is not true.As per the attached documents, you will notice that we havenot been happy with Window World since day 1 and have even had to reach out to[redacted] to stop payment until all complaints were satisfied. We signed the original contract on July *,2014 with the promise that work would start in August of 2014 and did not get afirst visit from the company until November, 2014. This occurred only because we complainedabout the company on their [redacted] page and got the attention of theircorporate office. Most of the complaintswere only satisfied after we wrote to [redacted] and they responded with not satisfyingpayment until our list was satisfied.From day 1, we never received a visit from Mr. B[redacted] and wesoon found out that we, the customer, needed to take on the job as projectmanager with the subcontractors that Window World hired. This was difficult to do as most times, thesubcontractors did not speak English and we had to communicate our complaintsto the office, and Mr. B[redacted] never returned our phone calls.My wife refused to sign the completion certificate becausethe project manager, her husband, was not on site and after she communicatedonce again, both to Mr. B[redacted]’ office and to the subcontractor that the faultyinstallation of the weather stripping was not complete, there was still nosatisfaction. Please refer to theattachment titled “band aid” to view the ongoing issue. [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have addressed every issue on your job including your door. In reference to [redacted] that complaint was closed in our favor. I have looked over the pictures of your door and everything looks perfect. I am not sure why you keep calling this a band aid. You claims of having to manage this job are way off. Yes there may have been an issue at beginning but we completed the job and punch list. My job foreman was onsite so there was no need for me to come to the job. You may have complained on our [redacted] page but that did not move your job up. When you called the office originally you were told that we had been backed up and would start job in November.Lastly all of the customer's call were returned by myself or our office manager. Whether the crew spoke English or Spanish has no bearing on job everything was communicated and take care of.At this time nothing else needs to be done. As you can see in customers statements they were never going to be happy no matter what. At this time they are rehashing items that happened months ago and were dealt with.Patrick M. B[redacted]Window World Hudson Valley

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

First off I was ORIGINALLY told that the job would be done in August, then it was pushed to September, then October and THEN November. Secondly When it was finally scheduled in November I took a weeks vacation to be home while the job was taking place. Each day I was told "Work will begin tomorrow." I eventually had to take a SECOND week off when they finally showed up.Thirdly the weather stripping that was slapped on it when I originally complained is substandard and is already falling apart less than a year later. In my opinion this job remains incomplete and needs to be finished. A new door should not be drafty after 8 months.The fact that these issues remain unresolved to this point would be unacceptable to anyone. To say that I "would never be happy no matter what" is laughable and somewhat childish.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

from day one this company has been nothing but a nightmare Window World on [redacted] in Newburgh New York from the staff that answers the phone to the salesman to the people in North Carolina I will never deal with this company again after this my windows were supposed to only take 8 weeks to come in Window World got a down payment for half of my windows siding gutters and trim that was in September of 2014 we are here now in May of 2015. the windows were installed until February of 2015forgot to Window on there to count so when they had to reorder the window they tried to charge me for it which I refuse to pay for the consider doing me a favor four theremins hat then the wrong color of my siding was ordered and they were trying to up charge me for the color and I refuse to pay for that and then consider doing me a favor for that when it was incompetence of their people ordering the wrong color. and my house still isn't done there are several issues with the workmanship of the contractors that came to do my house I called Corporate got nowhere made another phone call to Corporate still waiting on a phone call back half of my materials is been taken in that is considered best from the manager which is name is [redacted] you get nowhere with him he is a belittling unsympathetic person who doesn't want to even deal with a phone call let alone call you back he is never been to my property to see the workmanship that is in such poor conditions that represents Window World. from the install of my windows to the install of my siding trim soffitthe wrong color siding was delivered not once but twice my windows failed inspection due to the incompetent knowledge of the staff and contractors knowing the codes for my village the salesman got into a heated dispute with my village code enforcer because he didn't know the regulations for it very unprofessional which was. Was only instructed that there were white windows and white colors available and after the fact that my windows and siding and gutters and trim are being put on as we speak they come in different colors now I want it now they want to up charge me.by next source of recourse if the shoes do not get resolved with this company in a timely manner as to contact the Revdex.com Chamber of Commerce and local attorney general.

By far the worst customer service of any company I've ever had to deal with. My window order arrived 6 weeks after the date promised by the sales rep. After the delay I had to call to ask when they would arrive. Their customer service rep not so much as apologized about the delay but instead made it sound like I was absurd for even complaining about it. Once the windows arrived, the installation was scheduled. On the day of the installation, the same customer service rep called ONE HOUR after the allotted installation window to cancel the installation due to weather. At 9am when the installers were supposed to arrive, the weather wasn't even bad. Meanwhile, my contractor had already cut a 8' wide by 6' tall opening in the back of my house to prep for slider door installation. Again the customer service rep doesn't seem the least bit concerned or sympathetic to this major inconvenience during below freezing temperatures. We rescheduled the installation to today, 4 days after the original install date. Again with a 9am to 11am installation. The customer service rep called me at 10am to cancel the install because the installer's truck broke down. I wasn't able to pick up my phone so she left a message and said that she'd call back again on Monday to reschedule. Monday? Meanwhile my contractor is out at my house all morning waiting for them to arrive. I call the customer service rep back several times and she does not pick up the phone. I will never ever do business with Window World again after this experience. There are plenty other companies to choose from, with far better customer service than what Window World provides.

Review: I had gutters installed about 2 months ago and I noticed on November ** that one of the gutters had pulled loose.

I called Window World that morning and was told that someone would come by on Friday, November ** to repair it. On that day I waited and no one came and no one called to let me know that they would not be there. I called back on Monday November ** and they told me that they spoke with the installers and that they would be at my house on Wednesday, November **. Again, no one came and no one called. This is a simple job that would take about 15 minutes to complete. This is an on going issue with them. In the past, when I needed a window replaced due to damage, the told me it would take about 4 weeks and in total it took about 9 weeks and a call to corporate offices to get it done. I just want them to send over someone to repair the gutter, which probably only needs another bracket. I also want them to back up their window service guarantee if I ever need them in the future.Desired Settlement: I want someone at my house immediately to repair the gutter that was not installed correctly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. After talking with [redacted], who is the general manager at Window World, he sent installers to my house the next morning and they repaired the gutter. It was unfortunate that I had to file a complaint, but Window World, in the end corrected the issue and I no longer have a complaint about them. Thank you Window World.

Sincerely,

Review: I had contracted with Window World of Newburgh to replace one bay window and 9 basement windows. We were told the windows would be ready in 5 weeks, but in reality it took 3 months. Each time we called (they never called to inform us), we were told a different excuse (from a flood, to too much business). When the windows arrived, their installer stated the bay window came in 4 inches too wide and the basement windows were too small. We agreed to have the bay window installed and their installers did a beautiful job. The [redacted] apologized for the basement windows and agreed to order new ones. A few days later I called to find out when we could expect the new basement windows. The vp who I spoke to stated that the windows we received were the correct ones and those were the only ones we were going to get. He also stated that his measurer could not have made a mistake on the sizing of the basement windows. When I pointed out that even his crew stated the windows were too small and that the bay window was measured wrong, he insisted that the windows were correct and he would put a lien on my home if I did not accept delivery of these small windows. He stated the reason the bay window was measured wrong was becase the measurer did not take off the moulding. I pointed out to him that the moulding was removed and that was why we complained about the delay on the windows. Our living room looked horrible with the moulding removed around our bay window. We called the national franchise to resolve, but as long as 9 basement windows came in, that is all they cared about. It did not matter if they were too small. A good installer could make a large enough frame for the windows to make them fit.Desired Settlement: We have paid for the bay window and would like this to be the end of our relationship with Window World. Destroy the part of our contract that pertains to the basement windows. Window World has to take responsibility for ordering the wrong windows and treating myself with such a poor level of customer service. We will hire another window company to take care of our basement windows in the spring.

Business

Response:

Please refer to attached contract. I spoke to customer on day of install and never promised new windows. Customer was expecting us to cut 3" of concrete out of wall to make windows bigger. No where on this contract does it say we will be making openings bigger. Customer refused install on 9 hopper windows. Since they were not paying there balance of contract customer was put into collections for balance. All windows were measured correctly. Customer even contacted our corporate office and was unhappy with that result. Customer is trying to make us look bad any way possible. Customer needs to pay balance of bill for which he has been placed into collections for.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

When I questioned the salesman regarding the cement holding the old windows in place, he stated that the cement was going to have to be chipped away to take out the old windows. The $50 charge per window for repair was what I was told was going to cover the cost of taking away this small piece of cement holding the window in place. However, on the day of install, his installer was the one who stated the windows were too small, even with the cement. We did not tell company we would not accept delivery, his installer told the [redacted] that these were not the right size. This [redacted] talked to my wife and apologized. Again, the bay window was measured wrong, also. It took his installers all day just to install the bay window because it was measured so poorly. I was appalled when a few days later, the VP insisted these were the right windows. Not once after this occurred did the company come out to the house and assess the problem. I was told by the VP that these were the right windows and if I did not accept them, he would put a lien on my home. If one builds the frame around the window large enough, it can make these small windows fit. However, very little light would enter my basement. These windows are unacceptable and Window World of Newburgh has horrible customer service. I would be very concerned having anything installed from this company in the future, based on how they handle customer complaints.

In regards to the national franchise, all they cared about was that 9 windows were ordered. They did not care that these windows were the wrong size, as per Window World of Newburgh's own installer.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

As previously stated we have honored our contract and customer is refusing to accept windows and pay for them. [redacted] is not a window installer and does not know how these are to be installed. I was the [redacted] that the installers spoke to that day. When all paperwork and dimensions were checked windows were ordered correctly.The $50 that customer is speaking about is not for cement removal. With basement windows we sometimes need to pack window out with wood so we can secure properly to foundation. We are a window company not a cement mason.Since customer refused windows he has been placed into collections that is why this complaint has come up. If you look at our website we have won JD Power award 2 times for customer service. Please not make accusations that are not true. We will not credit the windows back to customer he owes us the balance.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

By his logic, since the bay window was able to be installed, it must have been the right size. However, we know that is not correct. Window World has still not addressed why his installer stated these windows were too small, even if the cement was left intact. Where is affidavit from installer stating he never told you the windows were too small. I also have proof that the measurer that was used was not their regular measurer. Mistakes happen, and one should take responsibility for their or their employee's mistakes. The outright lying regarding the conversation with my wife shows me there is no integrity or just a very bad memory. The conversation with my wife was not regarding us not accepting these windows, it was regarding the reorder of these windows. Given their installer would not install these windows is the only reason they were not installed. I just find it incredible that management has determined these windows are correct, when the installers whose responsibility it is to install them determined they were too small.Due to Window World's actions, I have been forced to get my lawyer involved, [redacted] He will pursue this matter further.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

On 8/**/15 we got an estimate from Window World of Hudson Valley and gave the salesman a check for $4100.00 deposit. He told us the work would be FINISHED by the end of September. After numerous calls, and several emails, the woman who answers the phone keeps giving me the same story. "We are trying to get another crew on board" It is now 3 weeks into October, and the temperatures have dropped to freezing at night. The one big window we ordered still has not been installed, nor the siding on the front of my house. It would be understandable if we had bad weather during this time, but it has been absolutely beautiful for the past 2 months, with very little rain. We had someone lined up to replace the gutters and someone else ready to paint our decks and trim AFTER the siding was installed,

These other contractors have been put on hold until spring because Window World did not live up to their promise of completion date.

I asked for my deposit back, & was told it was used to purchase materials needed for my job. I should add that my check was immediately deposited into their account.

My entire experience with this company has been unsatisfactory.

Review: I bought 6 windows from Window World. These Windows have a lifetime warranty. One window broke. I called 3 times just to get service tech out to my house. He said the balancer broke and the parts had to be ordered. I waited 1 month. No word from Window World. I called and was told it would be 6 weeks to get the parts. I waited another 3 weeks and called them back. I was told by [redacted] (the [redacted]) that he would try to have the parts overnighted. I asked why he was ordering the parts then, what had I been waiting for? They got the parts and the tech came out on August *. The parts are wrong. I called [redacted] again. He said he would have to see the report from the tech. At this point, I called the corporate headquarters. I was told that a customer service representative would call me back. No phone call! The window remains in the open position. It will not close or open any further. It has been it this position for the entire spring and summer. I would like Window World to honor their lifetime warranty, and I would like it done quickly as cooler temperatures will be coming. Please help.Desired Settlement: I would like Window World to honor their warranty. I would like them to be more professional and call their customers back.

Business

Response:

[redacted] has had some issues with a window. Her original file was lost in a flood we had in warehouse so it did take a little longer to track down what was need. Unfortunately the serial number was also missing on the customers window. When I was brought into problem I attempted to order a part with no information. The part that I order was not the correct part we need. I since have order that part like we told the customer and are awaiting it arrival.

We are a company that stand 100% behind our products and warranty. This instance there was a glitch with lost paperwork and a serial number sticker that was removed from window. Once the part comes in we will service window just like we told our customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

My window issue has finally been resolved. It took a long time and in all of that time, I never once received a phone call from Window World or Window World home office. I had to pursue this issue. I really hope that the other windows have no issues because it was a very unpleasant experience and I do not want to deal with Window World ever again.

If you need windows installed by a certain date don't just trust their word for it. They won't call you to tell you the windows are coming in late (took 2 months just to come in). The don't care in the least that this has really inconvenienced you and have no clue what customer service is. SO rude! Would not recommend window world. Thumbs down!

Review: I don’t know if I can do anything about this situation, as it was partly my own fault.

We had “ice dams” in our house gutters last year and we filed a claim with [redacted]. They gave us a check in March 2015 to pay for structural damage to my house including a new kitchen window.

I had gotten a few estimates and then on August **, 2015, Mr. Irwin N[redacted] of Window World came to my house. He gave me an estimate for the kitchen window, and talked about how he used to work in my home town, and a lot of other things that were not window-related. My husband wasn’t home as he had spine surgery in June 2015 and I wanted to take care of things myself without having him worry about this as well.

Finally, in September, I called Mr. N[redacted] and said I wanted to have his company do the job. He said he couldn’t find my paperwork as he was sure he threw it away as he did not think he would hear from me. He made an appointment to come back to my house to reconstruct the contract, of which I still had my copy.

On September **, 2015, Mr. N[redacted] came to my house again. He was a smooth salesman. Maybe it was because I was without my husband at the table or I was over anxious to get this job finished, but I let Mr. N[redacted] read the contract to me, of which he only mentioned the prices. He simply pointed to where I should sign it. Which I did. I also put $315.00 for the deposit on my credit card. He did not mention and I did not see that you only have “3 business days” to cancel the contract and that the “cancellation must be in writing postmarked no later than midnight of the following third business day.”

Then on September **, 2015, the person from Window World was scheduled to come to my house to measure for the window. In addition, my husband had an appointment to see his surgeon and get cleared to return to work on October *, 2015. The man from Window World was at the house around noon to complete the measurements. My husband came home with upsetting news from his doctor that he could not return to work yet. He is now only receiving 50% of his regular pay. My brother, our financial advisor, was also there visiting us. The three of us discussed our financial picture and my brother advised us to put aside all house repairs until my husband could return to work and we could save the money needed to pay for the repairs. The money from [redacted] had been absorbed by other expenses since my husband’s disability began in April 2015.

My brother called Window World for me in Newburgh, but because the line was in use (as they explained) the call was bounced to the New Jersey office, he identified himself, and asked that the window order be cancelled. The person in the New Jersey office said she would give Mr. N[redacted] the message. My brother then called Mr. N[redacted] directly. He left a message. I then called my credit card company and told them not to pay for the deposit charged from Window World. They gave me a dispute number and said they would advise me further. Mr. N[redacted] called me the next day to ask what was wrong. I explained the situation and he said “the window is done”! I said how is that possible when they only took the measurements yesterday and you said it would take 2-3 weeks? He said he would talk to the office and see what he could do.

On October *, 2015, my credit card company sent me a letter stating that because Window World “has no record of your request to cancel” they could not tell them to withdraw the charge.

On Monday, October **, 2015, I called Window World and spoke to the [redacted] office. I explained the story to her. She said the order was already processed and that my window was there. She said she never spoke to me about a cancellation.

Now that I read the “fine print” it also states that they will charge me for the balance of the work to be done. Does this mean that I still have to pay for this window and the installation of $625? Is the window mine? I don’t know what I can do, as I DID sign the contract. But under the extenuating circumstances, I would like to get out of this contract and focus on paying my bills with the little income that my husband and I are now living on.

Business

Response:

[redacted] I am sorry your husband is dealing with a bad back. Unfortunately the window was measured, ordered and is ready for install. At this point the only way to cancel order is we would keep your deposit for $315 to cover expenses of window and time and we then would cancel the contract. At this point we can not refund any money since window is in. I am sorry but that is all that can be done. Please let us know how you would like us to proceed. Patrick B[redacted]Operations Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: To start, this company charged my credit card twice for my window deposit. First I was charged the agreed upon amount, then I was charged a second time for an extra $950 dollars. I called the company 4 times before getting in touch with someone who then told me, "Yes, I made that mistake but I corrected it right away." It took three weeks to get the money refunded. Then I was told my windows would be delivered in 4 weeks, it took 10. Then I was given a 3 hour time window for installation, the installers were 30min late past the time window. No one called and when I contacted the office they said, "Oh, they must be running late. They will be there today." At the time of service the remaining balance on the project was owed. I was asked if I wanted to use the same credit card for the balance, I said NO and gave a different credit card number. Upon checking my statements, I see that they charged the original card without authorization or any contact to me. They did not charge the card that I gave them or APPROVED. I refuse to call the office again because each time I have called I have been passed around, not had my calls returned and gotten attitude from the WHOLE staff at the office, [redacted] the [redacted] and [redacted] the [redacted]Desired Settlement: I would like a refund of my balance to be placed back on the WRONG credit card in the amount of $355.00. Past that I leave it up to you as to proceed with the remaining money owed. I believe at this point I should be offered some compensation for all of the errors this company has done and not even an apology for any of their mistakes. I find it really sad the way this company does business, so much for the customer is always right....

Business

Response:

Unfortunately a mistake did occur in the beginning and her card was run twice but we issued credit that same day. Once we issue credit back to card it is the credit card companies that held it up not us. We made correction right away.Lead time on our windows is 4-8 weeks. Due to factories being swamped windows took 2 weeks later then expected. Just like all services we give customer estimated time of arrival. Our crew arrived 30 minutes late. When paperwork was received back in office a new card number was overlooked due to long complaint that was written on completion paperwork. Our office will refund wrong card today and charge correct card.I am sorry for the inconvenience this has caused. This just must have been one of those orders where things went wrong. We never every said customer was wrong and we have addressed each problem in the response.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

To now process a separate credit card my funds will be held up for another two weeks because of this company's repeated errors. I feel that some compensation is needed to resolve this matter, if this money the company has held up was placed in a savings account, interest would be accrued. I have made no errors in this process and have done everything necessary of me. This company is irresponsible in making numerous errors that have caused me stress and anxiety.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

No compensation will be given it was a mistake. If you had a savings account with interest you would be lucky if it collect $1. Lets be realistic we made a mistake and we fixed it.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This company is unprofessional and after making numerous mistakes throughout the whole process, didn't take the time to double check their work. I will not be spoken to like an uneducated person, which I assume is who they think they are dealing with. They will be lucky if I don't take legal action for multiple unauthorized charges to my credit card. I do not want to have further contact with this company.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,