Window World of Richmond

Review: I was informed that the window I had ordered arrived shattered and a replacement would have to be manufactured.Desired Settlement: Answer the questions I asked in my two unanswered e-mails to the salesman [redacted] i.e. confirm that the windows are crank operated NOT sliding windows, and when will the window be manufactured, shipped and installed?

Business

Response:

The[redacted], [redacted], spoke to [redacted] on Monday and agreed to reorder the window as a slider instead of the casement. The slider was reordered on Monday 6/23. As soon as we receive the slider window, we will install the window for [redacted]. The contract states that the window purchased was a casement, crank out style window but as always, we want our customers happy and won't stop till they are.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

[redacted],who identified himself as the president of Window World, called me as he states. He offered to reorder the window as a CRANK window instead of a slider. He also told me he would

not collect the rest of the amount I owe for the window because he wants to see his customers happy. He apologized for his staff's failure to respond to my e-Mails.

He told me to expect a telephone call from him on Wednesday June 25th and installation of the new CRANK window on Saturday, June 28th. I have not received a phone call from [redacted] since his initial phone call. The window has not been installed. I have not received any written communications from [redacted]. My two initial requests remain unaddressed; order a CRANK window to replace the window the vendor broke and schedule the installation of the window.

Business

Response:

Everything [redacted] states in the two complaints is all true with one exception that is left out. [redacted] CONTRACTED with Window World for a "3 lite sliding" window, NOT a casement window (or CRANK window as she refers to it). when we went to schedule the installation, and perform it, we realized that one of the sashes, NOT the window, was broken in shipping. At that time, [redacted] asked "I want to be sure that this is a crank window". During my conversation with [redacted], I explained that she contracted for a 3 lite sliding window, NOT a casement window. She then stated that her Condo association will only accept "crank" windows. Without argument, after the first Revdex.com complaint, I agreed to purchase and order [redacted] a 3 Lite CASEMENT, in exchange for the 3 lite slider she had contracted for. [redacted] is correct, this new casement window was ordered on June 24th. Windows made in factories typically take 3 weeks to arrive to us here in Richmond. The particular 3 lite casement window also bears a Signifigant price difference from the 3 lite slider. [redacted] acknowledged with my on the June 24th phone conversation that she "sees where it says 3 lite slider", however, fails to mention that this is causing the majority of the delay in this contract. [redacted]'s new, FREE, 3 lite CASEMENT OR CRANK window is due to arrive to Window World here in Richmond this Monday, July 7th. Please see attached contract that clearly has all signitures for a 3 lite slider.

oOnve we receive the 3 lite casement window on Monday, we will contact [redacted] to arrange for installation.

Matt Conley

Window World of Richmond

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].

Regards,

Review: Window World of Richmond and myself had a contract to install seven (7) replacement windows around the house and replace a french door with an new sliding door in the sun room of our house. Seven(7) weeks after requiring and accepting a 50% down payment of $2,220.00 WIndow World called to inform us that our order was in and to schedule an installation date. The installation date was scheduled for 08:00AM on 11/10/2014. At 15:00PM that same day, no one from Window World had shown up and no calls were received stating they were going to be late or not show at all. My wife finally got a hold of the Window World office who informed her that the installers were on their way but the sliding door, the major part of the order financially speaking was unfortunately not in yet. The installers finally did show that evening and ripped out the seven (7) old windows and temporaraily installed the replacement windows. They stated that they would return the next day to finish the installation of the windows. The next day they didn't show back up until 17:00PM, stayed about 20 inutes and stated that they would return the next day to complete the simple installation of the seven (7) windows. Today is the 3rd day, still no calls from Window World in reference to an installation time to complete the installation. In the mean time, all wood work is exposed to the elements and the installation is still not completed. As far as the sliding door, they have stated they will update us on the timeline for installation but after numerous calls to the office, no one will talk to us or return our calls.Desired Settlement: Finish the job with the professional installation that Window World advertises and provide all contracted deliverables

Business

Response:

Unfortunately we did not have the sliding glass door in; we had shown it on our bill of lading and had a packing slip for it. It should have been communicated by someone from the office staff and not the installers to ensure the customer would have been comfortable with us only going to the window installation and coming back out to do the sliding glass door once we had confirmation of it coming into the warehouse from our manufacturer. We should have been more considerate in following up on the unfinished work on the window install.[redacted] received the phone call from [redacted] in regards to door not being enroute to her house and asked if it was okay to proceed with the install and told her it would be a four week lead time on the door arriving. We did stay in contact with her in regards to the door arriving and pre-scheduled her based on the factories estimated arrival time to us. She is currently scheduled for install based on that time and we are going to stay in closer contact and open the lines of communication between the office staff and the customer with any future installs.

Review: I have contacted window world ([redacted]) to install [redacted] and gutters on my home and then siding on a shed. [redacted] came out for a estimate at the scheduled time and provided an estimate. after about two weeks or so I contacted the office to schedule an appointment for services estimated. the phone greeter said I could only speak with him to schedule the appointment so she said she would forward him the message. I didn't hear from [redacted]. again about a week later I contacted them again and left a message for [redacted] to call me back. this the 2nd attempt. no return phone call from [redacted].

on 06/02/14 I contacted the office a 3rd time and asked for [redacted]s cell phone number which the young lady provided. I called the cell number and left a message and again no return call. on 06/04/14 I called his cell with one last effort to schedule an appointment and again no return call. I wasn't sure in the beginning if the phone greeter was not relaying messages, if this is a company wide way to respond to their customers, or just the actions of [redacted]. I previously received replacement windows at about $3500 worth for services and for this job was to spend about $3000.00 more, and could possibly have given them future business as I own 3 homes. that will not be the case now. I am astounded that in this economy that customers are treated this way when they are spending/spent thousands of dollars with the potential to spend moreDesired Settlement: I would like this forwarded to the [redacted] of window world to let them know what goes on in their business. they may be aware of it and agree or not. they need to address their policies and personnel. also, I would like an explanation as to why this happened, how it happened and how they plan to fix these problems in the future.

Consumer

Response:

The customer reached out to the Revdex.com to say that this complaint is being resolved by the business.

Review: We signed a contract for 15 windows and 5 basement hoppers that included: a) lead abatement b) foam filled frames and c) custom exterior wrapping of the existing trim.

a) There was no lead abatement though we paid for it (I was pregnant at the time of installation). They placed a very thin plastic over the window and used masking tape to hold it in place. Large gaps were left open, and when they removed the windows several of them tore down the center. Lead was scattered all over our flower beds.

b) The frames have a very thin layer of foam but are by no means "filled". We discovered this after drilling a hole into one frame to see the level of dishonesty. The basement hoppers have no foam.

c) Our existing trim was ripped off and thrown away. No wrapping was done. They used poorly cut aluminum sheets to replace the wooden trim. They used an unethically large amount of caulk to fuse the large gaps together and to fuse the trim to the house.

In the process of removing the windows, they were so careless and aggressive that one room now has cracks running from the window up the wall and across the ceiling.

The sales person provided us false information regarding the product, the installation, return on investment, and lead abatement protocol and process.

We have photographs documenting many of the issues we have had with this company.Desired Settlement: We would like reimbursement for:

20 Foam Filled Frames @ $1,580

Lead Abatement @ $600

Custom Exterior Trim Wrap @ $975

Total: $3,155

Business

Response:

Revdex.com spoke with the business this has been resolved directly with the customer.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: In February I called [redacted] and was put on hold for over 20 minutes. I called back and spoke to[redacted]. I gave her the model number of [redacted] for a Slider Swing and Clean window where the seal had gone bad. She said she would get with the warranty person and I would have a replacement in 3 weeks, In April I called back - they couldn't locate me in the computer so I was told [redacted] - the warranty person would call me back. I waited 10 days and called back. I finally talked with [redacted] and gave her the same information as I did before. She said she had to check in the warehouse and would call me back that day. I told her that my Condo Association had also complained to me about the condition of the window and wanted to know when I would get it fixed. Since then I have called once a week with no return phone call. It is now June - no one will call me back and I still have a window that looks like an egg blew up in it. Unfortunately I've had to tell the Condo Association that Window World does not honor their warranty. How can I get my replacement Window?Desired Settlement: replace the defective window based on the 100% warranty given at time of purchase

Business

Response:

Unfortunately, Window World does not have any record of [redacted] calling until [redacted] spoke with her on May 16, 2014. Once [redacted] spoke with [redacted], the replacement window was ordered. It arrived on June 6, 2014. On June 10th, [redacted] left [redacted] a voicemail to schedule the installation. [redacted] returned her call and on June 13th, 2014, our service technician installed the window. We do apologize to [redacted] for the length of time it has taken to get a simple warranty replacement.

Consumer

Response:

Please note as stated in my original notice I had been trying to resolve this since February - the initial call was with Laurie who said it would be taken care of within 3 weeks. Then several calls to [redacted] that after a point weren't returned, one that said she would call back that day and then I went into a black hole again. Bottom line until I got the Revdex.com involved nothing was happening - no communication. Once I involved the Revdex.com, Window World returned my call and replaced the window. Without Revdex.com assistance I don't know if or when it would have been completed

The window has been replaced in reference to complaint ID[redacted], my Condo HOA Complaint against me not getting the window replaced has been closed. I consider the issue closed but would not recommend Window World to anyone shopping for replacement windows due to their service failure.

Regards,

We have been pleased with this company work and their service. We have used them 3 times now and they have given us great service.

We had a twell informed sales person, and picked out windows for only rear of our house at this time. Although it was 7 wks instead 4-5 before they came in, and installation couldn't be arranged with us until after lst of year, 2015, they were installed quickly, professionally overall. One window was incorrect size, and one smaller window was a problem with outside trim. A new window was ordered on the spot, and the next day, the salesman came out and looked at outside trim area to be done, ordered something for that. When correct window came, installers, again, were prompt,did new window, trimmed window that was left. They cleaned up after themselves, covered items in rooms. Overall a good job and we are happy at this time. Will call again to get front windows replaced soon. I did look at Revdex.com reviews before calling several companies for estimates. One of the companies that advertises on TV, and flyers, and [redacted], never called back. I know there can be problems at times with material, installation and service, but to see that most are resolved is what counts in the end to pick a company to work on your home.

Review: My first issue began in early September 2015 when payment was made in 5500 to begin work on the windows. We had more questions and the sales person advised he would not deposit the check until later. However, the check was deposited the same day and deposited before the questions were answered. We complained and the check was reimbursed. After what appeared to be sincere apologies from Window World, we hesitantly wrote another check on September 15, 2015. We were told the windows would be installed in November. I was told the windows would be installed before Thanksgiving. However, after repeatedly calling before Thanksgiving, we were told the windows were not in. Also, we were told that Window World could not replace our doors because they would be done by another company. We stated it would look bad because the window shutters we ordered were brown and the doors were blue. However, the sales person [redacted] told us they could not do both at the same time. I asked if I painted the doors would I be reimbursed and if I could pay the final deposit once all work was done. I was told by [redacted] that the resolution was acceptable. However, when I called back after the holiday, I was told the windows were there and they were waiting for the doors. I waited on hold for over 10 minutes to speak to [redacted] and only listened to music. This experience has been horrific and I would not recommend Window World to anyone. I have a deteriorating bay window and Christmas is upon us. My grand children want to decorate but we cannot because of the windows.Desired Settlement: We either want our windows installed no later than December 5, 2015. The doors should be installed as well and final payment should not be made until the work is complete and satisfactory. At the rate they are going it will be next year before anything is done. I do not want to continuously be placed on hold why someone runs to get [redacted] that never shows up. The sales person has vanished in thin air and does not even call to apologize for the issues. However, he had no problem advising us of how dissatisfied his boss was for his prior customer service involving the check. Window World should change the advertisement to take your money and get to you when we feel like it. The Revdex.com Accreditation is only used to get customers hooked.

Business

Response:

Revdex.com spoke with the business. This installation has since been finished and completed correctly for this customer. Delays were caused by issues with the factory around the holidays.

In 2008 we decided to install new replacement windows in our 1953 home and chose Window World. It took three separate purchases to accomplish our goal, but now it is done. The entire process was flawless from the time of measurement to the installation. Their salesman, [redacted], was great. We have had to replace a sash from time-to-time due to gas failure and each time they took care of it in a timely manner. Their installers have always acted as gentlemen and been very professional. We will continue to use them and recommend them if you need replacement windows.
Enon, VA.

Review: I signed a contract and paid a deposit for services with Window World of Richmond to include the installation of windows, siding, gutters and to erect a small roof over my front door on 9/12/2015, and was assured a completion time of "Before Thanksgiving". As of today, 1/29/2016, my project still has not been completed. I have called on a near weekly basis in an attempt to keep this project on track, but nothing seems to work. As a result, I have not been able to rent this house- leading to lost income and carrying the monthly running costs of the property.Desired Settlement: I would like to renegotiate the contract, to include the remaining work to be performed by Window World and the balance owed by myself.

Business

Response:

We have spoken to Mr. [redacted] since his last stated day of communication of October 21, 2015. Mr. [redacted] has two separate contracts with Window World of Richmond, one for Windows and one for the Siding. Our office Manager [redacted] tried to reach out in follow up to the reported completion of the job by our installers on November 30, 2015 unsuccessfully as there was a remaining balance on the job. We learned on December 15, 2015 that their was subsequent work to be completed out there and tried to maintain communication with Mr. [redacted] since then and communicate with our service technician, salesman, and install manager the scope of work that needed to be completed to erect a Front Door Over Hang with Porch Ceiling. We are scheduled to go out to the [redacted] tomorrow February 9-10th to complete the work to finish this project. Contract remediation will be handled internally within Window World of Richmond between our General Manager and the Customer.

Review: On 4/9/30 crew came to install windows, left saying had to come back to finish trim. Did not show up for three appts. Came on 4/30 to complete and told them of sceen noticed ripped from when they left last. Crew did trim and screen, left w/o knocking. Several min. later noticed two new screens ripped, had to be when doing trim. Called window worls, explained, and was told it was "service work". I said I assumed it was included it the contract price, wouldn't give me an answer and started repeating I would have to finish off the bill before they would authorize a return. I stated that as per the contract, half was paid up front the rest upon completion. They kept insisting on payment. I stated no and that complaint was forthcoming.Desired Settlement: Want screens repaired/replaced and will authorize payment as per contract.

Business

Response:

Contract was signed on March 23, 2015 and we installed within two weeks on April 7, 2015. During the initial three attempts to finish the wrapping and caulking we encountered rain delays which did not allow us to permit us to finish the work which homeowners know we can't complete this in that weather and is stated on the back of their contract. [redacted] reached out to reschedule with the customer after each delay; the crew did attempt to knock after completing the job to get the completion certificate signed and called in to [redacted] when they got no answer. Ripped screens are covered under Warranty as [redacted] tried to explain when she tried collecting a partial balance on the job, all crews are trained to and have re screening material on their trucks to fix these issues as they see them when out at the homeowner's property. It is not Window World's policy to fix one screen and then leave two others damaged. Prior to even coming to a resolution with our company he hung up on [redacted] threatening us with a Revdex.com complaint.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that complting the job under warranty will solve my problem.We do need to set the record straight, however. We are aware of the contract and provisions for weather. When the crew did not return after the initial installation when there was inclement weather, we called the office a week or more later. The rep seemed surprised and, after putting me on hold, indicated they would come the next Sunday. They did not come, but did not call to reschedule. We had to call yet again and ask to be put on the schedule.When the crew arrived they announced their arrival and set to work. At one point my husband went out to ask if they could move their truck for a car to exit. No problem. He also reiterated that we had reported a sliced/ ripped screen. The worker replaced that screen --- cutting the screening on our hot tub cover! Thank goodness he didn't slice the cover.We did not hear them ring any bell to make contact before they left. I was sitting up at my desk looking out the window at them while they were working. My husband was downstairs reading with no tv. Both of us would have heard a doorbell ringing. We would have gone through the work with them had they knocked. I came down when I saw them leave and asked if they needed a sign off and found they had left without contact. They may have called [redacted], but they're not being truthful about any attempt to close the transaction with us. We fully intend to pay our bill, but need to have the flawed screens replaced. My husband hung up because when he asked if the 'service' call was going to cost, the girl wouldn't tell him, and twice insisted "We need a payment, SIR". (It was a not very nice tone, like we were avoiding payment, or holding out). He hung up because the circular conversation was no longer productive and he did not want to be disrespectful.We would like to schedule the screen repairs and sign off on a completed job, paying the remaining balance. WW had installed all of our windows over the years, and we had been pleased overall.

Regards,

I have never worked with such a hard working staff. From the top to the last person in the chain of events. The product I received was as expected and even beyond my expectations. Thank you Window World and I will be recommending you in the future. [redacted] Richmond, Va.