Christian Community Schools

Window World had an installer scheduled to install windows at Mrand Mrs***'s home on 8/5/We were able to install all the windows contracted for that dayWe were not able to wrap the exterior due to rainAs most of our work performed is mostly exterior all installs are weather
permittingAll of the windows installed were sealed and weathered that dayWe scheduled to come back to wrap on 8/10/when the installer discovered bees coming out from behind the shutter/j-channel areaThe installer, whom is highly allergic to bees, was not able to finish until the nest was taking care ofWe recheduled the wrap for 8/22/and the installer still saw bees coming out from behind the J-channelMrs*** had her exterminator come out as the installers were still presentThe exterminator sprayed behind one window shutter but was not prepeared with proper tools to reach the second storyI told Mrs*** I had my service tech on the way to take down the shutters so the exterminator could spray in order for the installer to finish the wrap that dayMrs*** said she would prefer to have a diffrent installer come back on a diffrent day which we scheduled for her on 8/25/We completed the wrap and fulfilled the contract on 8/25/I have attached the completion certificate in which Mrs*** signed stating everything was complete and satisfactoryMr*** came into the office the following day and said he was not happy with the caulk and also had a hedge damagedI told Mr*** we would set up a service call for any issues/concerns at this pointWe have a date scheduled for 9/9/for the installer as well as a manager to take care of any caulking issues as well as look at the hedge in questionI have also attached a What to Expect form signed by the homeowner that states the installers will need reasonable access to each window to be replaced both inside and out prior to installAny futher questions please feel free to contact us. Thank you! Katie D***

Our installer arrived to the *** home on 11/2/for their installWhen our installer unpackaged the windows he noticed one of them was missing the obscured glass the customer orderedMy installer also noticed another window we are replacing at the home has a shed in front of the window
below which leaves no space for a ladder and is a safety issue for installOur installer explained to Mrs*** we will have to re order one window and also need to come back with different equipment that is normally not requiredHe told her once the window is in she would be rescheduledMrs*** seemed to understandThe following afternoon 11/3/15, Mr*** called our office and asked the receptionist to speak with a manager*** told Mr*** I was on a confrence call and she would take a message for me to call him backI returned Mr*** call that same afternoonI offered Mr***, when his window comes in, any day of the week including a Saturday or Sunday for install so they would not have to take an additional day off of workMr*** stated a Saturday would be best for him

Revdex.com:
I have reviewed the offer and/or response 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.
There appears to be miscommunication between the installer and the business owner.  When I met with the installer he spoke of his concern with the distance from the bathroom window (top floor) and the ground floor.  At no time did we discuss the shed that is located below.  I stated part of my purchase price included scaffolding for the front window and back window (both are located on the top floor).  He showed concerned about the removal of the bathroom window and said he would need to discuss this with his manager, who would need to come on site (at my residence).  He assured me that Window World would be in contact with me to discuss the next step.  He said the replacement window (for the window that was incorrectly manufactured) would take 1-2 weeks and asked if I still wanted for them to install the kitchen window.  He said it was probably best to do all three installations at the same time.  I accepted his suggestion and said I would wait.  My concern is this - when Mr. [redacted] called Window World in Fredericksburg the following day (in the afternoon) he was told I was contacted that morning (I was not) and I already knew the next step.  What I knew and what I was told to me was the manager would be at my location by Friday do look around and discuss the next step.  It is puzzling to me why this was not "mapped out" prior to the installation date because this is not the first installation we have had with Window World.  I provided my schedule for the remainder of the week and expected a call the following day.  It should also be noted the installers did not arrive at my home until 3:00 p.m.  There was only 2 hours of daylight left.  I am extremely disappointed that I took the afternoon off for this installation and there has been no offer of "compensation" for my lost time.  Although the offer was made to come in on a Saturday for the installation, it would have to be pushed off for a few weeks.  Other than that, it is possible the installation could be performed next Thursday, which I can accommodate but expect some consideration for that accommodation. 
Regards,
[redacted]