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: [redacted] Dear [redacted] ,Reference to complaint number ID # [redacted] .This is in reference to my recent complaint filed against Window World of Long Island This letter is in response to Les L***’s letter to the Revdex.com The day MrL [redacted] refers to in his response to the Revdex.com is July *, at 1:30pm When I called the office of Window World of Long Island to request an estimate for three windows to be installed at my home, I requested the office girl to set an appointment for the following week due to the temperatures forecasted at that time The response to me was: “Oh, it is OK, I just checked with the representative and he will be in your area on the [redacted] of July and the window measurements will only take five minutes” “Is 1:30pm OK with you?” I said it was The main floor of my home is completely air-conditioned The sales rep, Steve, conversed with me after viewing the top of my home and comparing my home to other homes on my street Stating that: “more homes do have windows in their attics than not” MrL***’s letter is a total mistatement Steve, the sales rep, did examine the exterior, as well as the interior of the attic before writing up a contract Infact, I accompanied Steve to the attic of my home, and he surveyed the window project in my presence I made a comment, that just maybe the front windows were not the same size as the window in the rear Steve replied by saying, yes, you are right, I better measure there as well.We then came back down to the main level of my home Steve sat in an air-conditioned room, and accepted the cold bottle of Poland Spring water that I offered Steve sat for some minutes writing up the contract, checking off boxes, and providing me with the explanation that there would be no tax on this home improvement because it is a Capital Gains project Steve departed my air-conditioned home and was fully hydrated as well!! Infact, my husband was gardening our front property and chatted with Steve for a few minutes Steve observed the project from both an outdoor and indoor vantage pointFor MrL [redacted] to state that Steve was dehydrated and exhausted is a deliberate and total fabrication of the facts! MrL [redacted] states in is response to the Revdex.com that his installation crew arrived at my home for the scheduled installation The fact is that on August *, one and only one Window World individual arrived at my home(No Istallation crew-!) This individual introduced himself as a sub-contractor of Window World He then announced that he did not have any of the materials needed to begin work This individual claimed that he had driven into Queens, all the way from Suffolk County, New York For the few minutes that the sub-contractor was at my home he thought he should at least measure the windows to make sure the measurements taken were correct After calling Window World by his cell phone, the sub-contractor advised that I would hear back from Window World later in the day I did not want to wait to hear back from Window World.Upon placing a call to the Window World office, employee Kelly, advised me to contact their sales representative, Steve, to discuss the matter further I asked that Kelly contact Steve to update him on the situation before I spoke with him After another fifteen minutes or so of waiting for Steve to call without any success, I, then, placed a call to Window World sales rep, Steve Steve claimed to be on the road and unable to speak but would place a call back to discuss the situation regarding the window purchase and the installation agreement Some thirty minutes or so after that call concluded, Steve did call back announcing, without explanation, that I would have to pay an additional one thousand dollars before any work could start Why???I then contacted my daughter, Jane, and on my behalf, Jane placed a call to Window World in an attempt to get to the bottom of this additional money demand MrL [redacted] was totally rude and began to scream at my daughter stating that I must pay the additional one thousand dollars or accept a full refund of the depositWindow World was not going to honor the contract without an additional payment of one thousand dollars Why???Finally, MrL***’s last paragraph states that Window World of LI never heard back from me Why? Because Steve, the sales rep or MrL***, or any other staff member ever called or wrote to me with the four options that MrL [redacted] offered in his statement to the Revdex.com Again, a total fabrication of the facts.I sent two letters to Window World of LI to the individual attention to MrLes L [redacted] and to the attention of Steve J [redacted] the salesman I did not receive a reply in writing nor a phone call from them or any other staff member of Window World of LI My letters were sent via U.SPostal Service Certified Mail Receipt # [redacted] and ***.Jane H [redacted]
Tell us why here..."Upon receiving the most recent message from Jane H [redacted] , we choose to contract her directly to avoid any further miscommunication She spoke directly with Aaron L [redacted] and he informed her that her original deposit for the project was refunded back to her credit card on (8/*/2016) Jane and Aaron discussed options for the project and are currently in the process of working towards and are confident that they can find a fair resolution She wanted to review everything with her husband and we are awaiting a return call to fully satisfy her concerns." Best Regards,Les L***Window World of Long IslandOffice ###-###-####Fax ###-###-####
Tell us why here...To Whom it May Concern Most of what I read in the consumer’s complaint is accurate, but full situation ended up being a little more complicated than we anticipated and we offered the customer a variety of fair options, including a full refund.The day our Window World Representative (WW REP) came to Jane H [redacted] ’s house in Queens it was a very hot and humid day in July The WW Rep was told that the three windows the customer wanted replaced were in the attic When the WW Rep went to the attic on the third floor, with poor attic lighting, and he did noticed they have been closed from the inside with plywood It had appeared to the WW Rep that previously someone had removed the windows and put a piece of plywood over itHe then realized that the plywood would need to be removed before the new windows could be installed After assessing and measuring the three windows in this extremely hot attic the WW Rep sat with the homeowners and they placed an order for the replacement of the three windows The WW Rep said the five minutes he spent in the attic, at temperatures he’s only guessing at 150°, left him heat exhausted and covered in perspiration When he left the house he felt dehydrated and exhausted, but at his error did not thoroughly examine the exterior where these attic windows once were.Now, as promised, a few weeks later my installation crew goes to the home to install the windows At this point the installer brought to the attention of both to the homeowner and Window World of Long Island that the installation was much more complicated than originally anticipated Not only are the windows on the second/third floor, a scenario normally not a problem, but in fact the windows were also covered on the outside by Aluminum siding To cut/remove the Aluminum siding & plywood, then install outside trim we would need ladders or scaffolding to be placed against the house, which we were unprepared for and the customer was never billed for Plus additional wood working on the exterior frames.Normally additional labor has costs associated with the difficulty of the task at hand We would have asked the customer for an additional $for installers, scaffolding and additional materials needed to do the job the right wayBut a mistake was made because of the unusual heat of that day my sales rep did not detect that this additional service was neededBecause our WW Rep did not properly identify the project's full scope of work we gave the customer following options: if they wanted we would give them a full refund for all materials and labor as listed on the contract and they have no obligation to these three windows the customer would pay $(my cost of material and labor is $1300) for the additional work that was needed Give them a refund with the option to have us perform the work at a later date at the same pricing should they not be able to find a more desirable optionssell them the windows without installation, allowing for someone else to complete the project (this would save them time waiting for the product) We never heard back from the customer after offering them these solutions and instead they choose to contact the Revdex.com We pride ourselves in quality products and service, but unfortunately mistakes happen We also feel we are giving the customer extremely fair options and hope to have this resolved as soon as possibleBest Regards, Les L***President Window World of Long Island
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:
[redacted]Dear [redacted],Reference to complaint number ID #[redacted].This is in reference to my recent complaint filed against Window World of Long Island. This letter is in response to Les L[redacted]’s letter to the Revdex.com. The day Mr. L[redacted] refers to in his response to the Revdex.com is July *, 2016 at 1:30pm. When I called the office of Window World of Long Island to request an estimate for three windows to be installed at my home, I requested the office girl to set an appointment for the following week due to the temperatures forecasted at that time. The response to me was: “Oh, it is OK, I just checked with the representative and he will be in your area on the [redacted] of July and the window measurements will only take five minutes”. “Is 1:30pm OK with you?” I said it was. The main floor of my home is completely air-conditioned. The sales rep, Steve, conversed with me after viewing the top of my home and comparing my home to other homes on my street. Stating that: “more homes do have windows in their attics than not”. Mr. L[redacted]’s letter is a total mistatement. Steve, the sales rep, did examine the exterior, as well as the interior of the attic before writing up a contract. Infact, I accompanied Steve to the attic of my home, and he surveyed the window project in my presence. I made a comment, that just maybe the front windows were not the same size as the window in the rear. Steve replied by saying, yes, you are right, I better measure there as well.We then came back down to the main level of my home. Steve sat in an air-conditioned room, and accepted the cold bottle of Poland Spring water that I offered. Steve sat for some 20 minutes writing up the contract, checking off boxes, and providing me with the explanation that there would be no tax on this home improvement because it is a Capital Gains project. Steve departed my air-conditioned home and was fully hydrated as well!! Infact, my husband was gardening our front property and chatted with Steve for a few minutes. Steve observed the project from both an outdoor and indoor vantage point. For Mr. L[redacted] to state that Steve was dehydrated and exhausted is a deliberate and total fabrication of the facts! Mr. L[redacted] states in is response to the Revdex.com that his installation crew arrived at my home for the scheduled installation. The fact is that on August *, one and only one Window World individual arrived at my home. (No Istallation crew-!) This individual introduced himself as a sub-contractor of Window World. He then announced that he did not have any of the materials needed to begin work. This individual claimed that he had driven into Queens, all the way from Suffolk County, New York. For the few minutes that the sub-contractor was at my home he thought he should at least measure the windows to make sure the measurements taken were correct. After calling Window World by his cell phone, the sub-contractor advised that I would hear back from Window World later in the day. I did not want to wait to hear back from Window World.Upon placing a call to the Window World office, employee Kelly, advised me to contact their sales representative, Steve, to discuss the matter further. I asked that Kelly contact Steve to update him on the situation before I spoke with him. After another fifteen minutes or so of waiting for Steve to call without any success, I, then, placed a call to Window World sales rep, Steve. Steve claimed to be on the road and unable to speak but would place a call back to discuss the situation regarding the window purchase and the installation agreement. Some thirty minutes or so after that call concluded, Steve did call back announcing, without explanation, that I would have to pay an additional one thousand dollars before any work could start. Why???I then contacted my daughter, Jane, and on my behalf, Jane placed a call to Window World in an attempt to get to the bottom of this additional money demand. Mr. L[redacted] was totally rude and began to scream at my daughter stating that I must pay the additional one thousand dollars or accept a full refund of the deposit. Window World was not going to honor the contract without an additional payment of one thousand dollars. Why???Finally, Mr. L[redacted]’s last paragraph states that Window World of LI never heard back from me. Why? Because Steve, the sales rep or Mr. L[redacted], or any other staff member ever called or wrote to me with the four options that Mr. L[redacted] offered in his statement to the Revdex.com. Again, a total fabrication of the facts.I sent two letters to Window World of LI to the individual attention to Mr. Les L[redacted] and to the attention of Steve J[redacted] the salesman. I did not receive a reply in writing nor a phone call from them or any other staff member of Window World of LI. My letters were sent via U.S. Postal Service Certified Mail Receipt # [redacted] and [redacted].Jane H[redacted]
Tell us why here...To Whom it May Concern Most of what I read in the consumer’s complaint is accurate, but full situation ended up being a little more complicated than we anticipated and we offered the customer a variety of fair options, including a full refund.The day...
our Window World Representative (WW REP) came to Jane H[redacted]’s house in Queens it was a very hot and humid day in July. The WW Rep was told that the three windows the customer wanted replaced were in the attic. When the WW Rep went to the attic on the third floor, with poor attic lighting, and he did noticed they have been closed from the inside with plywood. It had appeared to the WW Rep that previously someone had removed the windows and put a piece of plywood over it. He then realized that the plywood would need to be removed before the new windows could be installed. After assessing and measuring the three windows in this extremely hot attic the WW Rep sat with the homeowners and they placed an order for the replacement of the three windows. The WW Rep said the five minutes he spent in the attic, at temperatures he’s only guessing at 150°, left him heat exhausted and covered in perspiration. When he left the house he felt dehydrated and exhausted, but at his error did not thoroughly examine the exterior where these attic windows once were.Now, as promised, a few weeks later my installation crew goes to the home to install the 3 windows. At this point the installer brought to the attention of both to the homeowner and Window World of Long Island that the installation was much more complicated than originally anticipated. Not only are the windows on the second/third floor, a scenario normally not a problem, but in fact the windows were also covered on the outside by Aluminum siding. To cut/remove the Aluminum siding & plywood, then install outside trim we would need ladders or scaffolding to be placed against the house, which we were unprepared for and the customer was never billed for. Plus additional wood working on the exterior frames.Normally additional labor has costs associated with the difficulty of the task at hand. We would have asked the customer for an additional $1500 for installers, scaffolding and additional materials needed to do the job the right way. But a mistake was made because of the unusual heat of that day my sales rep did not detect that this additional service was needed. Because our WW Rep did not properly identify the project's full scope of work we gave the customer following options: 1. if they wanted we would give them a full refund for all materials and labor as listed on the contract and they have no obligation to these three windows.2. the customer would pay $1000 (my cost of material and labor is $1300) for the additional work that was needed3. Give them a refund with the option to have us perform the work at a later date at the same pricing should they not be able to find a more desirable options.4. sell them the windows without installation, allowing for someone else to complete the project. (this would save them time waiting for the product) We never heard back from the customer after offering them these solutions and instead they choose to contact the Revdex.com. We pride ourselves in quality products and service, but unfortunately mistakes happen. We also feel we are giving the customer extremely fair options and hope to have this resolved as soon as possible. Best Regards, Les L[redacted]President Window World of Long Island
Tell us why here..."Upon receiving the most recent message from Jane H[redacted], we choose to contract her directly to avoid any further miscommunication. She spoke directly with Aaron L[redacted] and he informed her that her original deposit for the project was refunded back to her credit card on (8/*/2016). Jane and Aaron discussed options for the project and are currently in the process of working towards and are confident that they can find a fair resolution. She wanted to review everything with her husband and we are awaiting a return call to fully satisfy her concerns." Best Regards,Les L[redacted]Window World of Long IslandOffice ###-###-####Fax ###-###-####
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: [redacted] Dear [redacted] ,Reference to complaint number ID # [redacted] .This is in reference to my recent complaint filed against Window World of Long Island This letter is in response to Les L***’s letter to the Revdex.com The day MrL [redacted] refers to in his response to the Revdex.com is July *, at 1:30pm When I called the office of Window World of Long Island to request an estimate for three windows to be installed at my home, I requested the office girl to set an appointment for the following week due to the temperatures forecasted at that time The response to me was: “Oh, it is OK, I just checked with the representative and he will be in your area on the [redacted] of July and the window measurements will only take five minutes” “Is 1:30pm OK with you?” I said it was The main floor of my home is completely air-conditioned The sales rep, Steve, conversed with me after viewing the top of my home and comparing my home to other homes on my street Stating that: “more homes do have windows in their attics than not” MrL***’s letter is a total mistatement Steve, the sales rep, did examine the exterior, as well as the interior of the attic before writing up a contract Infact, I accompanied Steve to the attic of my home, and he surveyed the window project in my presence I made a comment, that just maybe the front windows were not the same size as the window in the rear Steve replied by saying, yes, you are right, I better measure there as well.We then came back down to the main level of my home Steve sat in an air-conditioned room, and accepted the cold bottle of Poland Spring water that I offered Steve sat for some minutes writing up the contract, checking off boxes, and providing me with the explanation that there would be no tax on this home improvement because it is a Capital Gains project Steve departed my air-conditioned home and was fully hydrated as well!! Infact, my husband was gardening our front property and chatted with Steve for a few minutes Steve observed the project from both an outdoor and indoor vantage pointFor MrL [redacted] to state that Steve was dehydrated and exhausted is a deliberate and total fabrication of the facts! MrL [redacted] states in is response to the Revdex.com that his installation crew arrived at my home for the scheduled installation The fact is that on August *, one and only one Window World individual arrived at my home(No Istallation crew-!) This individual introduced himself as a sub-contractor of Window World He then announced that he did not have any of the materials needed to begin work This individual claimed that he had driven into Queens, all the way from Suffolk County, New York For the few minutes that the sub-contractor was at my home he thought he should at least measure the windows to make sure the measurements taken were correct After calling Window World by his cell phone, the sub-contractor advised that I would hear back from Window World later in the day I did not want to wait to hear back from Window World.Upon placing a call to the Window World office, employee Kelly, advised me to contact their sales representative, Steve, to discuss the matter further I asked that Kelly contact Steve to update him on the situation before I spoke with him After another fifteen minutes or so of waiting for Steve to call without any success, I, then, placed a call to Window World sales rep, Steve Steve claimed to be on the road and unable to speak but would place a call back to discuss the situation regarding the window purchase and the installation agreement Some thirty minutes or so after that call concluded, Steve did call back announcing, without explanation, that I would have to pay an additional one thousand dollars before any work could start Why???I then contacted my daughter, Jane, and on my behalf, Jane placed a call to Window World in an attempt to get to the bottom of this additional money demand MrL [redacted] was totally rude and began to scream at my daughter stating that I must pay the additional one thousand dollars or accept a full refund of the depositWindow World was not going to honor the contract without an additional payment of one thousand dollars Why???Finally, MrL***’s last paragraph states that Window World of LI never heard back from me Why? Because Steve, the sales rep or MrL***, or any other staff member ever called or wrote to me with the four options that MrL [redacted] offered in his statement to the Revdex.com Again, a total fabrication of the facts.I sent two letters to Window World of LI to the individual attention to MrLes L [redacted] and to the attention of Steve J [redacted] the salesman I did not receive a reply in writing nor a phone call from them or any other staff member of Window World of LI My letters were sent via U.SPostal Service Certified Mail Receipt # [redacted] and ***.Jane H [redacted]
Tell us why here..."Upon receiving the most recent message from Jane H [redacted] , we choose to contract her directly to avoid any further miscommunication She spoke directly with Aaron L [redacted] and he informed her that her original deposit for the project was refunded back to her credit card on (8/*/2016) Jane and Aaron discussed options for the project and are currently in the process of working towards and are confident that they can find a fair resolution She wanted to review everything with her husband and we are awaiting a return call to fully satisfy her concerns." Best Regards,Les L***Window World of Long IslandOffice ###-###-####Fax ###-###-####
Tell us why here...To Whom it May Concern Most of what I read in the consumer’s complaint is accurate, but full situation ended up being a little more complicated than we anticipated and we offered the customer a variety of fair options, including a full refund.The day our Window World Representative (WW REP) came to Jane H [redacted] ’s house in Queens it was a very hot and humid day in July The WW Rep was told that the three windows the customer wanted replaced were in the attic When the WW Rep went to the attic on the third floor, with poor attic lighting, and he did noticed they have been closed from the inside with plywood It had appeared to the WW Rep that previously someone had removed the windows and put a piece of plywood over itHe then realized that the plywood would need to be removed before the new windows could be installed After assessing and measuring the three windows in this extremely hot attic the WW Rep sat with the homeowners and they placed an order for the replacement of the three windows The WW Rep said the five minutes he spent in the attic, at temperatures he’s only guessing at 150°, left him heat exhausted and covered in perspiration When he left the house he felt dehydrated and exhausted, but at his error did not thoroughly examine the exterior where these attic windows once were.Now, as promised, a few weeks later my installation crew goes to the home to install the windows At this point the installer brought to the attention of both to the homeowner and Window World of Long Island that the installation was much more complicated than originally anticipated Not only are the windows on the second/third floor, a scenario normally not a problem, but in fact the windows were also covered on the outside by Aluminum siding To cut/remove the Aluminum siding & plywood, then install outside trim we would need ladders or scaffolding to be placed against the house, which we were unprepared for and the customer was never billed for Plus additional wood working on the exterior frames.Normally additional labor has costs associated with the difficulty of the task at hand We would have asked the customer for an additional $for installers, scaffolding and additional materials needed to do the job the right wayBut a mistake was made because of the unusual heat of that day my sales rep did not detect that this additional service was neededBecause our WW Rep did not properly identify the project's full scope of work we gave the customer following options: if they wanted we would give them a full refund for all materials and labor as listed on the contract and they have no obligation to these three windows the customer would pay $(my cost of material and labor is $1300) for the additional work that was needed Give them a refund with the option to have us perform the work at a later date at the same pricing should they not be able to find a more desirable optionssell them the windows without installation, allowing for someone else to complete the project (this would save them time waiting for the product) We never heard back from the customer after offering them these solutions and instead they choose to contact the Revdex.com We pride ourselves in quality products and service, but unfortunately mistakes happen We also feel we are giving the customer extremely fair options and hope to have this resolved as soon as possibleBest Regards, Les L***President Window World of Long Island
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:
[redacted]Dear [redacted],Reference to complaint number ID #[redacted].This is in reference to my recent complaint filed against Window World of Long Island. This letter is in response to Les L[redacted]’s letter to the Revdex.com. The day Mr. L[redacted] refers to in his response to the Revdex.com is July *, 2016 at 1:30pm. When I called the office of Window World of Long Island to request an estimate for three windows to be installed at my home, I requested the office girl to set an appointment for the following week due to the temperatures forecasted at that time. The response to me was: “Oh, it is OK, I just checked with the representative and he will be in your area on the [redacted] of July and the window measurements will only take five minutes”. “Is 1:30pm OK with you?” I said it was. The main floor of my home is completely air-conditioned. The sales rep, Steve, conversed with me after viewing the top of my home and comparing my home to other homes on my street. Stating that: “more homes do have windows in their attics than not”. Mr. L[redacted]’s letter is a total mistatement. Steve, the sales rep, did examine the exterior, as well as the interior of the attic before writing up a contract. Infact, I accompanied Steve to the attic of my home, and he surveyed the window project in my presence. I made a comment, that just maybe the front windows were not the same size as the window in the rear. Steve replied by saying, yes, you are right, I better measure there as well.We then came back down to the main level of my home. Steve sat in an air-conditioned room, and accepted the cold bottle of Poland Spring water that I offered. Steve sat for some 20 minutes writing up the contract, checking off boxes, and providing me with the explanation that there would be no tax on this home improvement because it is a Capital Gains project. Steve departed my air-conditioned home and was fully hydrated as well!! Infact, my husband was gardening our front property and chatted with Steve for a few minutes. Steve observed the project from both an outdoor and indoor vantage point. For Mr. L[redacted] to state that Steve was dehydrated and exhausted is a deliberate and total fabrication of the facts! Mr. L[redacted] states in is response to the Revdex.com that his installation crew arrived at my home for the scheduled installation. The fact is that on August *, one and only one Window World individual arrived at my home. (No Istallation crew-!) This individual introduced himself as a sub-contractor of Window World. He then announced that he did not have any of the materials needed to begin work. This individual claimed that he had driven into Queens, all the way from Suffolk County, New York. For the few minutes that the sub-contractor was at my home he thought he should at least measure the windows to make sure the measurements taken were correct. After calling Window World by his cell phone, the sub-contractor advised that I would hear back from Window World later in the day. I did not want to wait to hear back from Window World.Upon placing a call to the Window World office, employee Kelly, advised me to contact their sales representative, Steve, to discuss the matter further. I asked that Kelly contact Steve to update him on the situation before I spoke with him. After another fifteen minutes or so of waiting for Steve to call without any success, I, then, placed a call to Window World sales rep, Steve. Steve claimed to be on the road and unable to speak but would place a call back to discuss the situation regarding the window purchase and the installation agreement. Some thirty minutes or so after that call concluded, Steve did call back announcing, without explanation, that I would have to pay an additional one thousand dollars before any work could start. Why???I then contacted my daughter, Jane, and on my behalf, Jane placed a call to Window World in an attempt to get to the bottom of this additional money demand. Mr. L[redacted] was totally rude and began to scream at my daughter stating that I must pay the additional one thousand dollars or accept a full refund of the deposit. Window World was not going to honor the contract without an additional payment of one thousand dollars. Why???Finally, Mr. L[redacted]’s last paragraph states that Window World of LI never heard back from me. Why? Because Steve, the sales rep or Mr. L[redacted], or any other staff member ever called or wrote to me with the four options that Mr. L[redacted] offered in his statement to the Revdex.com. Again, a total fabrication of the facts.I sent two letters to Window World of LI to the individual attention to Mr. Les L[redacted] and to the attention of Steve J[redacted] the salesman. I did not receive a reply in writing nor a phone call from them or any other staff member of Window World of LI. My letters were sent via U.S. Postal Service Certified Mail Receipt # [redacted] and [redacted].Jane H[redacted]
Tell us why here...To Whom it May Concern Most of what I read in the consumer’s complaint is accurate, but full situation ended up being a little more complicated than we anticipated and we offered the customer a variety of fair options, including a full refund.The day...
our Window World Representative (WW REP) came to Jane H[redacted]’s house in Queens it was a very hot and humid day in July. The WW Rep was told that the three windows the customer wanted replaced were in the attic. When the WW Rep went to the attic on the third floor, with poor attic lighting, and he did noticed they have been closed from the inside with plywood. It had appeared to the WW Rep that previously someone had removed the windows and put a piece of plywood over it. He then realized that the plywood would need to be removed before the new windows could be installed. After assessing and measuring the three windows in this extremely hot attic the WW Rep sat with the homeowners and they placed an order for the replacement of the three windows. The WW Rep said the five minutes he spent in the attic, at temperatures he’s only guessing at 150°, left him heat exhausted and covered in perspiration. When he left the house he felt dehydrated and exhausted, but at his error did not thoroughly examine the exterior where these attic windows once were.Now, as promised, a few weeks later my installation crew goes to the home to install the 3 windows. At this point the installer brought to the attention of both to the homeowner and Window World of Long Island that the installation was much more complicated than originally anticipated. Not only are the windows on the second/third floor, a scenario normally not a problem, but in fact the windows were also covered on the outside by Aluminum siding. To cut/remove the Aluminum siding & plywood, then install outside trim we would need ladders or scaffolding to be placed against the house, which we were unprepared for and the customer was never billed for. Plus additional wood working on the exterior frames.Normally additional labor has costs associated with the difficulty of the task at hand. We would have asked the customer for an additional $1500 for installers, scaffolding and additional materials needed to do the job the right way. But a mistake was made because of the unusual heat of that day my sales rep did not detect that this additional service was needed. Because our WW Rep did not properly identify the project's full scope of work we gave the customer following options: 1. if they wanted we would give them a full refund for all materials and labor as listed on the contract and they have no obligation to these three windows.2. the customer would pay $1000 (my cost of material and labor is $1300) for the additional work that was needed3. Give them a refund with the option to have us perform the work at a later date at the same pricing should they not be able to find a more desirable options.4. sell them the windows without installation, allowing for someone else to complete the project. (this would save them time waiting for the product) We never heard back from the customer after offering them these solutions and instead they choose to contact the Revdex.com. We pride ourselves in quality products and service, but unfortunately mistakes happen. We also feel we are giving the customer extremely fair options and hope to have this resolved as soon as possible. Best Regards, Les L[redacted]President Window World of Long Island
Tell us why here..."Upon receiving the most recent message from Jane H[redacted], we choose to contract her directly to avoid any further miscommunication. She spoke directly with Aaron L[redacted] and he informed her that her original deposit for the project was refunded back to her credit card on (8/*/2016). Jane and Aaron discussed options for the project and are currently in the process of working towards and are confident that they can find a fair resolution. She wanted to review everything with her husband and we are awaiting a return call to fully satisfy her concerns." Best Regards,Les L[redacted]Window World of Long IslandOffice ###-###-####Fax ###-###-####