Ambassador Mortgage

Response to complaint #[redacted]Mr. and Mrs. [redacted] purchased 7  windows from Window World of [redacted], Inc in October 2013. Mr [redacted] contacted us approximately mid-July of 2014 complaining about condensation forming on the exterior of his windows.  We had our Field Supervisor to meet...

with Mr [redacted] to take a look at the problem of exterior condensation and to see if there were obvious problems.  No obvious problems were found in either the windows or installation.  The Field Supervisor and I  spoke about the issue and agreed at that time that it was simply exterior condensation.  We contacted the manufacturer about the issue and were told that it was exterior condensation and it would happen every now and then on some houses.  We forwarded an email letter from the manufacturer's engineering department explaining why the exterior condensation was happening, however,  We did request for a manufacturer's representative to come to [redacted] to take look at and do an evaluation of the house and windows.  The manufacturer's rep and myself meet with the [redacted]s to look at and try to figure out why they were getting the exterior condensation.   We reported back to the engineering department  our finding of: South to Southeast facing houseAt 9:00 am the Humidity was 81% and the temperature was 72 degs.At 10:30 am the Humidity had dropped to 64% and the temperature was 80 degs.Interior temperature was 70 degs Customer stated that they like the interior temperature between 68 degs and 70 degs.Very nice and well maintained split level houseFront over hang on the right side of the house is 24"Front over hang on lower left side is 12"Front over hang on the upper side is 0"Medium to Large bushes and shrubs under the windows in question with no gaps except for the front door.The windows in question were ordered with our Solar Zone Elite glass package, which meets and exceeds the current Energy Star window regulations with a rating of: .32 U factor and .21 SHGCNote: We did order and replace two sashes under warranty already.The manufacturer's rep did agree to try some experiments with different sashes with different glass packages to see if we could get a different outcome.We ordered and installed two sashes with Std Solar Zone glass (a lower level of low-e coating) and two windows with same Solar Zone Elite with SuperSpacer (up graded low-e glass but with a upgraded glass spacer.)By the time the sashes were installed we were getting into fall and the temperatures has fallen along with the high humidity days so we agreed to continue the test until this supper if needed.Mr [redacted] contacted the June with the same exterior condensation problems as before.  He said that the sashes that we had tried had not made a difference in the exterior condensation.  The test is complete and not noticeable difference in the two warrantied sashes, the two  Standard Solar Zone sashes and the two Solar Zone Elite with Super Spacer.  The manufacturer has tried to be accommodating in the fact that they were willing to try the different sashes just to see if it would help.Simply, we can not control the exterior temperatures and/or the daily humidity levels.  When the temperatures and humidity are at the right levels condensation of moisture will occur.  This is the same thing that  happens then moisture condensates into "dew" on the grass and cars or when a shower is turned on and the mirror in the bathroom "fogs up".  Exterior condensation on the windows does not mean that the windows are defective and is not a warrantable issue, but we tried to help anyway. I have attached some other links that are making reference to the same exterior condensation.  All of the other sources also say that exterior condensation is it not necessarily defective windows.  [redacted]

Revdex.com:
I have reviewed the response 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.
I need to reopen this complaint concerning Window World of Roanoke. After a third set of window sashes replacements have turned out to incorrect, Jamie Eller, owner of the local Window World is not responding to our request to solve this ongoing issue. My opinion that Mr. Eller is now ignoring us as a customer. One of the reasons we decided to have this company do this job is that they display a Revdex.com logo in their ads. His customer service attitude is at least the poorest that I have encountered in anything that I have purchased. I purchased these windows 2 years ago this December and only have one issue after another. The tech that came to our home to replace these windows has informed us that our home is labeled the " Problem House", poor mighty poor attitude from a local company. I have contacted several other local window dealers to get information on their opinion on what is causing these problems and new quotes to have these problem windows replaced. The last request to Window World is that we want to have our money returned so we can move on and not have to deal with such bad customer service.  
Regards,
[redacted]

in Response to Complaint #[redacted]
On Wednesday, Nov 4th,  Representatives from Window World of Roanoke and Associated Materials Inc. meet at the [redacted] residence to once again look at and address any and all issues pertaining to bowed window sashes or a bowed sill on a frame.  Window World had our Field Supervisor and our Field Service Tech on site along with AMI's Certified Field Service Tech and a  Field Sales Specialist.  Evaluations were made and the guys got to work correcting and fixing all of the areas that Mr. or Mrs. [redacted] wanted addressed.  Sashes were straight and the bow was removed from the frame by the time they were finished. 
Window World of Roanoke Inc. or Associate Materials Inc. do not see the need in refunding any money to Mr. and Mrs. [redacted] at his point.  Window World and AMI is committed to serving its customers with a lifetime warranty.
Regards,
Window World of Roanoke, Inc

Customer Service Issue. I placed an order. Paid cash up front via debit card. Order never placed internally. Weeks go by. No contact. No information shared as to delay. When I called the office, no one in the office is informed, or can check any orders-only Mr. [redacted] can do that. He will not return a phone call. After 5-6 weeks, order cancelled easily because it was never placed on my behalf.
Off to find a window company that wants my business and money.

I have reviewed the response 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.
Regards,
[redacted]

The work was completed on Friday, Oct 16th.  Ms [redacted] called our office Friday afternoon to let one of our office staff  know that she was happy with the work and paid the balance.  I followed up with a phone call to Ms [redacted] today to confirm that she was happy...

with the last window that we installed on Friday, she stated that she was satisfied with the work and did not have any other issues at this time.

I would like to apologize to Ms. [redacted] for the long and drawn out response to her simple question,  if Window World of Roanoke will pay for her satellite internet service call?  It is Window World of Roanoke's policy that we are not responsible for telephone cables, cable TV...

wires, internet wires and satellite dishes that are directly connected to the exterior of our customers houses when we install vinyl siding.  The salesman should have made this clear at the time of the sale and then again when Ms. [redacted] ask him about it after the install.   I agree with Ms. [redacted], it should have not taken this long for her to get an answer, the salesman should have taken charge and owned up to his mistake of telling Ms. [redacted] the wrong information. The salesman has agreed to directly pay Ms. [redacted] for the  internet providers service call.  He met with Ms. [redacted] on Saturday April 30th to give her the check for the reimbursement of the service call. I understand that Ms. [redacted] is happy with the siding and I hope she will be satisfied with the outcome. We would like to thank her for the business and we are sorry for the misunderstanding. Regards, Window World of Roanoke

I have reviewed the response 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.
Regards,
[redacted]