Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.Your salesman *** measured one window and patio door incorrectly which was brought to my attention minutes after your installers arrived They measured again and insisted I witness the correct measurements.I ordered the end of May and was told products would be installed first week of August When they finally arrived Oct 4, the installers said they were shorthanded because many people had quit making them fall further behind.The only reason I don't have my patio doors and a bedroom window is because your salesman did not measure correctly. it is now Nov and still no completed order installation; only deceptive excuses.Window World was talking big when they took my money months ago, but obviously they did not deliver.I expect a full refund as I feel this long wait and horrible customer service are inexcusable
Regards,
*** ***
Revdex.com:Thanks for the extra timeAttached is Jerry's assessment of my windows and humidity level in my home.Attached is the other paperwork that you ask I send a few weeks ago.Purchase contract $5,444.00Warranty that came with the windowsTheir sales blurb about the great window that they sell.It really bothers me that Steve who was supposedly from *** came here and asked if I had read the sales brochure According to him, it would have told me that slider windows are not as air tight as double hung I read the brochure It does not Why do they keep lying to me? And why do I keep wasting time off of work and more money to try and get what have already paid for? This has cost me so much lost income So disappointed Can I please just have my money back so I can move on? Thanks *** I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Please see I have attached a copy of the back of the contract that Mrs*** has signedI have underlined and highlighted where our contract states though not guaranteed a to week installation period
Every year, same time of the year, window sales go up all across the country and in
our storeEvery great window company at this time are to weeks for installations, if not longerWe are doing our best to get windows installed, along with keeping our customers happyWe had offered to place Mrs*** on a list to have her moved up if any openings come along
Thank you,
Michelle D***
Office Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I did not bring up noise issues because I didn't have them before I got the windows, and as I said before I was told by people from that company that there shouldn't be alot of noise. I know what I was told. *** is correct they have came out and I said this in my 1st part of complaint, I do not deny that. But I do not know where they get they are the best windows I do not agree. Come try to sleep in my house you will see I will reply to your e-mail also
Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
We do apologize sincerely for the delay in your installation We are continuing to work hard at getting caught up on our installations*** had came to me yesterday once your installation was completed on 10/26/and let me know that everything had gone well and you were happy with your
install Once again, I am very sorry it took as long as it did Please remember that you have a lifetime warranty and if you ever have any questions or concerns please give our office a call Regards,*** ***
We do apologize for any inconvenience. Unfortunately our office was not aware of any service issues. We wish to address your issues as soon as possible. I have turned this complaint over to ***, who takes care of our service department. Mr***m had
returned ***'s call today. MrWashum will be emailing pictures to *** on the issues that need addressed. From there if any items need to be ordered, we will order right away. Once all service items are available for service, *** will call our customer to schedule a service date. Respectfully,*** ***
Revdex.com: This does not change the fact mo one except *** would speak to me and I only had one voicemail that I received which I responded promptlyThey called again weeks laterFirst apology was nice but too lateI still would like a refund so I can buy windows from a company with good customer serviceIf I have issues I would like to trust that they will be handledI'm not sending back a steak in a restaurant I'm investing in my home.
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
To whom it may concern,This statement is in reference to customer *** *** complaint.We have never intended to mislead ***.Our staff has been responsive to *** concerns,as we have made numerous trips to her home with the intention of fixing her issues. *** has had concerns regarding the windows she purchased in April 2012.The customer is stating her windows are allowing cool air and sound into her home. First, *** purchased the number one selling replacement window in AmericaThis window carries the *** *** seal of approval.You do not receive this award with an inferior product. That being said, we need to install our product properly to enhance the performance of the window.We have responded to every request from *** to address her concerns even bringing in a manufacturer's representative to check on the installation and performance of the product.He found the product to be functional.We have added extra insulation around the windows and re-sealed them. Second, our sales staff does not promote our products as sound proof. With double strength glass and argon glass most customers notice a reduction in outside noise. We can never guarantee this because every home situation is different…..Close to street, playground, daycare, airplanes, schools, shopping, etc. Third, we offered laminate to *** only after sound became an issue. This is an expensive option and we don't offer this to customers unless sound is an issue when we visit them the first time. It is the customer's responsibility to let us know at that time if sound is a major issue. We are willing to take another look at all aspects of the windows and installationWe always want 100% satisfied customers. I will personally look at *** windows and hopefully we can come to a fair settlement. *** ***Window World of the Queen City
I totally disagree with Window World and I want my money back Simple, I have a customer satisfaction guarantee The licensed professional that came to my home and performed his testing is more than willing to come to meet with everyone He feels that these windows have serious leak issues He observed my concerns and simply agreed that I am write These windows are very substandard He tested the humidity in my home It was well within acceptable range. I didn't do anything to harm the windows The picture with the pen that can go from the inside of my home to the outside with the window locked is proof that air gets through I only did that demonstration on one window However, all windows are drafty and freeze when it gets cold Window World did install sets of windows However, the manufacturer defect that they have with sliders is in both sets I am ready to go to court or arbitration whenever you are These windows are not Energy Star. Thanks *** Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Revdex.com: I sent an email direct as this site would not allow me to send the pictures Please respond and let me know that you received this and the other one with a full answer to Window World. Thanks *** ###-###-####
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
In response to *** *** complaintWindow World is a company that is not going to walk away from an unsatisfied customerI was unaware that Mr*** was still unhappy with his caulkWe will be more than happy to remove and re-caulk every window that our customer is unhappy withWe
will re-caulk all windows inside and out if neededI have attached the signed service paperwork from where Mr*** signed stating the windows that came in the wrong size were replaced, along with his caulk concerns were addressedI have also attached an email response from *** to Mr*** on November 19, at 1:12pmThis shortly before the customer submitted his Revdex.com complaint at 1:24pmAlthough we have yet to receive a response back in order to set up service needsIf Mr*** needs a Saturday or any other day, we are willing to come out on a day no one has to take off work
My Installation Manager has tried to reach Mr*** by phone on 11/25, 11/30, 12/and 12/to schedule a service date for caulk and to deliver the sashesWe need a call back in order to address the services requested by the customer
We have offered to take $off of the remaining balance of $due to the inconvenience during installation and cost of the deskOur offer still stands, with allowing our company to come back out and replace the sashes needed and to re-caulk the windows to *** *** satisfactionOnce complete the $will be due once service is completeOnce all is complete and paid, Mr*** will then be under our Lifetime Warranty
Thank you,
*** ***
Office Manager
I am sorry to hear we have a customer that feels this way about our companyThe initial installation date was on 7/10/We then came out for service on 8/10/and 8/22/On these dates we replaced four windows, replaced four sashes and nine screens that were damaged in shippingWe also addressed caulking issues and cleaned the windows as requestedWe have tried to address all of your concerns and needsWe unfortunately also had a decline in staffing during this period in time, this took us some time to get back on trackWe offered a $discount and increased to an $discount off of your remaining balance of which you have declined both
At this time, after I had learned you still had service needs, we want to come out and fix the remainder of your concernsWe are concerned that we have an unsatisfied customerUnfortunately our hands are tied at this point as we cannot help if you will not allow us in your home
Revdex.com: No I do not agree The meeting didn't solve anything It was the same thing over againWhen I discoved that I could see daylight through the felt at the top and bottom of each window, I took the inside of a pen and wiggled it through the two sliders of one windowI made a video and sent it to Window World hoping that they would see what I saw and realize that they would never want this in their homesWindow World 1/16/***/17/1/17/supposedly from ** Window manufacturing in *** Jack *** Window World Rep from *** Inside house temperature degrees Outside house temperature degrees Inside house humidity 40-45% Outside humidity Raining 97% per NWA 12/8/Was told the *** rep could not come down until mid January I didn't understand why it took over a month - but I co operated The rep has a Columbus phone number so where does he really reside? 12/?/Jack came and attached black insulation tape to the inside center of each window where cold air comes in Within days the tape becomes unattached at bottom and top of each windowThis is where the cold air comes in and this proves there are leaks where I say there are1/10/Window World Columbus Ohio calls to tell me Steve will be calling 1/11/Steve called to set up promised appointment gives impression he's coming in from ***--truck tags were ohio I told him that it would be best if he came down when it was degrees or less One of the warmest day of the winter 1/16/Both Steve and Jack come to my house at 10:am Morning Temp degrees The first window we look at is in a room addition that has wooden exterior siding and drywall insideThere is 6" rolled insulation between walls The window sills are oak Steve says the humidity is too high in my house without checking first-- it's 40% So that didn't work Steve says the condensation on my window is because my shades stop air circulation between the shade and the window **If there is no condensation in my house then where does it come from I explain the short J molding that seals the windows at the top and bottom Steve says this is the way all the windows are made I tell him then there is a manufacturing design defect Steve says the J molding has to be short in order for the windows to come in and outThis is not true the J molding is on the inside of the windows so it cannot interfer with pushing the window up to remove His answer is not fact Why is the J molding short on the bottom? He didn't answer that instead he told me that I should have read the sales brochure because it states that sliders are not as sealing as double hungAgain this is not true--if it was then why would they be able to sell them as energy star Steve told me that my sales rep should have warned me--admitting guilt I tell Steve I can feel air coming in through the holes in the J molding He puts his hand down at the corner and says he cannot feel it It's not cold outsideThe outside and outside temp is about the same I am being treated like I'm stupidI told Steve that water comes in when there is a blowing hard rain Steve told me that the windows are made that way -- that's why there is that space on the bottom of the window with weep holes Another lie--the space is where the window slides on the track Then Steve asked where the water damage is--he needs proof to what I am sayingI cleaned the water up before it destroyed my sill and drywall Why would I let my house crumble to prove a point? Would they pay for that damage? We moved to a different window in older room in the house The exterior is brick and the insulation is probably poor The window sill is marble-yes its cold-however window world installed a barrier between the sill and window in October The black armor flex that Jack put down in December has pulled away the same as the other windows Steve accuses me of pulling the armor flex loose at the bottom of the window He accuses me of causing the problem when I wiggled the pen between the two windowsI only did that in one window not all the windows with the same problemSo again this is a lie He said that I need to leave my shades up--Why have shades? It's so cold with the shades upThey are closed because the window leak Steve touched the marble window sill and said the condensation is now because of the marble window sill Then why does the family room with wooden sills do the same thing? Jack pulled a gaget that measures humidity out of his pocket It read my inside humidity as 44% That is where it is normallyI track it My house is heated with oil--moisture is never a problem in the winter We move into another room Steve says this picture window with two sliders and a permanent center should have more condensationIt does notI think I know why and he doesn't want to hear me Again he tells me I need to leave the shade upI tell him this is my office and the draft is so bad that my fingers cannot type on the key boardI have a corner desk with a window in front of me and to the rightThe brezze coming in is unbearable so I keep the shade downMy son asked Steve to STOP use his brain and think about this Steve heard Brad call him an it--that was not the caseSteve objects to that statement and becomes more loud and angry The conversation intensifies and Steve says he's finished For over minutes, Steve has disagrees and talked down to meHe accused me of causing the problemHe told me that I should have done my homework and read the sales brochure He wants me to change my choices and leave my shades upSteve wants to take small pieces of felt and push it between the two sliders We did this in and the felt didn't stick anymore than the black armor flex tape did this timeThe humidity comes in through the J molding and nothing sticksIf I wanted reconditioned windows, I would have bought them in NextFelt will get saturated when it rains like a canvas tentWhen the felt gets saturated--it will leak and the rain water will seep in I don't live in a tent and I don't want water in my house after spending close to $6,in Window World plan Send in a HVAC consultant to proove I have high humidity and heat loss between my walls and windowsSomeone was suppose to call me today--no phone callI know it may take a couple of days 1/17/still no phone call
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
From: *** *** Date: Fri, Apr 17, at 2:PMSubject: Case #***To: "***@cincinnati.Revdex.com.org" Cc: *** *** ***@***>, *** ***
To whom it may concern,This statement is in reference to customer *** *** complaint.We have never intended to mislead ***.Our staff has been responsive to *** concerns,as we have made numerous trips to her home with the intention of fixing her issues. *** has had concerns regarding the windows she purchased in April 2012.The customer is stating her windows are allowing cool air and sound into her home. First, *** purchased the number one selling replacement window in AmericaThis window carries the *** *** seal of approval.You do not receive this award with an inferior product. That being said, we need to install our product properly to enhance the performance of the window.We have responded to every request from *** to address her concerns even bringing in a manufacturer's representative to check on the installation and performance of the product.He found the product to be functional.We have added extra insulation around the windows and re-sealed them. Second, our sales staff does not promote our products as sound proof. With double strength glass and argon glass most customers notice a reduction in outside noise. We can never guarantee this because every home situation is different…..Close to street, playground, daycare, airplanes, schools, shopping, etc. Third, we offered laminate to *** only after sound became an issue. This is an expensive option and we don't offer this to customers unless sound is an issue when we visit them the first time. It is the customer's responsibility to let us know at that time if sound is a major issue. We are willing to take another look at all aspects of the windows and installationWe always want 100% satisfied customers. I will personally look at *** windows and hopefully we can come to a fair settlement. *** ***Window World of the Queen City
We sincerely apologize for the delay of installation of your windows and downspouts. Due to the very busy season we are having, we are working as quickly as possible. Our installation manager Jack has spoken with Mr. [redacted] this week to let him know we will be in touch this week or...
next week to place the [redacted]'s on the installation schedule. We appreciate your patience and have you next to call for installation. Kind Regards,[redacted]
I would like to start off with apologizing for your windows being mis measured along with the time frame. This was an honest mistake. It was not our intention and would love for you to remain our customer and schedule an installation date.
I would like to note that on 9/25/15 your windows...
arrived in our warehouse. On 10/2/15 I personally called and left a message to schedule your window installation. On 11/9/15 [redacted] called and left a voice mail at 10:21am. Looks like we received a call back from you on 11/9/15 where we scheduled your installation date for 12/14/15. I have all this information due to we have to keep notes on every customer file, in writing and in the computer. Below I will add the notes from [redacted] conversation with the customer on 12/16/15, which at the time never mentioned to cancel.
12/16/15 I called [redacted] to reschedule & she is mad that they were mis measured & she ordered them in August. I apologized & tried to schedule her & she hung up on me. I called her back & she said she doesn't know if the 18th will work because she has to check her work schedule. I told her to call me back ASAP so I could get her on the calendar for install -**
We never received a callback from Mrs. [redacted]. [redacted] then called to schedule 1/18/16 since the windows came in on Friday 1/15/16 to have her installed this week.
We spoke to the owner about refunding the deposit. Due to the contract signed by Mrs. [redacted] we will not be refunding the deposit amount. We would love to move forward and schedule an installation date to install the windows.
Thank you,
[redacted]
Office Manager
I am attaching two pictures to this file on why we were not able to install this customer's patio door. The door we ordered is the correct size and will fit if the concrete that was cracked and lifted was fixed. When our salesman went out and sold the job, the broken up stoop was covered...
and he did not see the structural damage. When we went out for installation, that is when we saw the issues and were not able to install the patio door or a window that was off in measurement. We had offered to help with a solution or asked our customer to have the concrete fixed or even check with her condo association to see if this is something they covered in order to be able to install the patio door. If we were to tear out the old patio door and not fix the concrete it could cause issues, such as possible leaking and will tear down the concrete more, this is a liability to us and we just will not be able to install the door until the concrete is fixed. With that being said we are willing to deduct the patio door off of the contract since we cannot install this door with concrete as is. As for the window that is lop sided, if we need to come out and service to make it straight the customer will need to call into our office to have service out to fix the window, our customer has a lifetime warranty on the window we installed. We can also order the other window the correct size and install or we can also deduct this window from customer's contract, however our customer wishes to proceed. If there is any money to refund once items are deducted and addendum signed to deduct items we will do so. Last time we spoke to the customer she let us know her attorney was going to call us. We have been awaiting a call from her attorney or a call from the customer to provide the information listed above so we can proceed either way. Kind Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
As usual, Window World does not respond in a
substantive way to any of my actual complaints – and continues to imply that I
am somehow at fault for their failureI'm not sure how prolonging this matter
in order to further alienate me as a customer and squeeze $more out of me
makes sense for their business, but that is apparently their plan
I was going to leave this issue alone but, since
they brought it up, my windows were left filthy on day and most were never
cleaned, despite what Window World suggests in their responseIf there is any
doubt about this, I can provide current pictures of the glass from windows in
my home that still bear the Window World logo from the labels that were on them
on the day of deliveryWe have intentionally not cleaned these windows while
awaiting resolution of this matterAt their second visit to our home they
cleaned some of the windows, but expected me to escort them around the house
and request that they clean each window individually even though they were all
filthy and I had stated that they all needed to be cleaned inside and out
This is a perfect example of Window World's
approach to this entire jobThey never proactively identified and corrected
blatantly obvious problems, things that were done so poorly any reputable
contractor would be embarrassed to put their name on itInstead, they simply did
sloppy work and placed the burden on the customer to identify and demand that
the issues be fixed, when they could have performed a thorough inspection of
their own and corrected the issuesThey should be the experts in identifying
where the job was not done to an acceptable standard and correcting it, not me
That is why they were hired
If Window World were concerned with my
satisfaction they would have done the job correctly on July 10th,
or August 10th, or August 22ndI wonder if the Window
World representative responding to my complaint would continue to allow someone
into their home if they had failed to do the job correctly or completely on the
previous attempts? I should trust that they will do it correctly on the 4th
try, when they are proposing essentially restarting the job from the beginning?
I'm not sure how their failure to adequately
staff their business has any relevance to my complaint
The damaged sashes, which I will point out
again were damaged at install on July 10th, have still not been
replaced – even though Window World was in my home times since thenAnd
since August 22nd they have refused to complete this portion
of the job in order to force payment from meAs I said before, it was only
after I filed my complaint with the Revdex.com that Window World suddenly became
interested in my satisfaction and returning to my home to complete the job
Window World claims their hands are tied if I
will not let them into my homeThat is not trueI provided a simple proposal
in my previous response to resolve this matter:
Deliver the replacement sashes to my home
I will pay $cash on delivery
Window World will accept this $as payment
in full on my account and honor the lifetime warranty on my windows
Unfortunately, this was not acceptable to Window
WorldThey are not concerned with my satisfactionIn my opinion, they are much
more interested in extracting every penny they can from me rather than simply
admitting they botched this job horribly from day and that the thousands of
dollars I have already paid them is more than fair considering what they have
and continue to put us through
I am still willing to settle this complaint in
exchange for Window World delivering the replacement sashes to my home and
agreeing to honor our lifetime warrantyHowever, I am rescinding my offer to
pay $and expect Window World to accept my previous payments as payment in
full on the account
That is my final offer to resolve this matter
Regards,
[redacted]
HVAC company called yesterday to set up appointment. Made appointment with my son for 10:00 to 11:00 am next Thursday. I called and asked to change it to an earlier time as I cannot keep missing time from work. This morning that appointment was changed by their appointment setter to sometime before 10:00 am next Thursday. I will miss an entire morning from work. Tonight they just left a message and said since the original time was made by my son for the 10:00 to 11:00, it cannot be changed? I say what? I need to be here when they come over after the last visit I had with Window World got nasty.I just called and canceled that appointment. I am the customer--I'm tired of rearranging for Window World and after the previous meeting, I highly doubt this will go in a fair direction. I can see day light through my window sliders--I don't have a humidity problem. The windows do. I am having a HVAC contractor of my own come over next week on my schedule. He is going to use his thermal energy imaging system and conduct his own humidity tests. According to him, the windows are not energy star if there is ice on the inside when the temps go below 19 degrees, light can be seen through the felt, the condensation is worse when the furnace is running more and cold air can be felt coming in where the J molding is missing.If Window World can make arrangements for someone to come here when it is more convenient for me then lets work it out. Otherwise, I will use my person that will. This is costing me so much loss of work and money--Again I ask who is the customer and what happened to the Customer Guarantee?I want my money back.Thanks[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.Your salesman *** measured one window and patio door incorrectly which was brought to my attention minutes after your installers arrived They measured again and insisted I witness the correct measurements.I ordered the end of May and was told products would be installed first week of August When they finally arrived Oct 4, the installers said they were shorthanded because many people had quit making them fall further behind.The only reason I don't have my patio doors and a bedroom window is because your salesman did not measure correctly. it is now Nov and still no completed order installation; only deceptive excuses.Window World was talking big when they took my money months ago, but obviously they did not deliver.I expect a full refund as I feel this long wait and horrible customer service are inexcusable
Regards,
*** ***
Revdex.com:Thanks for the extra timeAttached is Jerry's assessment of my windows and humidity level in my home.Attached is the other paperwork that you ask I send a few weeks ago.Purchase contract $5,444.00Warranty that came with the windowsTheir sales blurb about the great window that they sell.It really bothers me that Steve who was supposedly from *** came here and asked if I had read the sales brochure According to him, it would have told me that slider windows are not as air tight as double hung I read the brochure It does not Why do they keep lying to me? And why do I keep wasting time off of work and more money to try and get what have already paid for? This has cost me so much lost income So disappointed Can I please just have my money back so I can move on? Thanks *** I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Please see I have attached a copy of the back of the contract that Mrs*** has signedI have underlined and highlighted where our contract states though not guaranteed a to week installation period
Every year, same time of the year, window sales go up all across the country and in
our storeEvery great window company at this time are to weeks for installations, if not longerWe are doing our best to get windows installed, along with keeping our customers happyWe had offered to place Mrs*** on a list to have her moved up if any openings come along
Thank you,
Michelle D***
Office Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I did not bring up noise issues because I didn't have them before I got the windows, and as I said before I was told by people from that company that there shouldn't be alot of noise. I know what I was told. *** is correct they have came out and I said this in my 1st part of complaint, I do not deny that. But I do not know where they get they are the best windows I do not agree. Come try to sleep in my house you will see I will reply to your e-mail also
Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
We do apologize sincerely for the delay in your installation We are continuing to work hard at getting caught up on our installations*** had came to me yesterday once your installation was completed on 10/26/and let me know that everything had gone well and you were happy with your
install Once again, I am very sorry it took as long as it did Please remember that you have a lifetime warranty and if you ever have any questions or concerns please give our office a call Regards,*** ***
We do apologize for any inconvenience. Unfortunately our office was not aware of any service issues. We wish to address your issues as soon as possible. I have turned this complaint over to ***, who takes care of our service department. Mr***m had
returned ***'s call today. MrWashum will be emailing pictures to *** on the issues that need addressed. From there if any items need to be ordered, we will order right away. Once all service items are available for service, *** will call our customer to schedule a service date. Respectfully,*** ***
Revdex.com: This does not change the fact mo one except *** would speak to me and I only had one voicemail that I received which I responded promptlyThey called again weeks laterFirst apology was nice but too lateI still would like a refund so I can buy windows from a company with good customer serviceIf I have issues I would like to trust that they will be handledI'm not sending back a steak in a restaurant I'm investing in my home.
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
To whom it may concern,This statement is in reference to customer *** *** complaint.We have never intended to mislead ***.Our staff has been responsive to *** concerns,as we have made numerous trips to her home with the intention of fixing her issues. *** has had concerns regarding the windows she purchased in April 2012.The customer is stating her windows are allowing cool air and sound into her home. First, *** purchased the number one selling replacement window in AmericaThis window carries the *** *** seal of approval.You do not receive this award with an inferior product. That being said, we need to install our product properly to enhance the performance of the window.We have responded to every request from *** to address her concerns even bringing in a manufacturer's representative to check on the installation and performance of the product.He found the product to be functional.We have added extra insulation around the windows and re-sealed them. Second, our sales staff does not promote our products as sound proof. With double strength glass and argon glass most customers notice a reduction in outside noise. We can never guarantee this because every home situation is different…..Close to street, playground, daycare, airplanes, schools, shopping, etc. Third, we offered laminate to *** only after sound became an issue. This is an expensive option and we don't offer this to customers unless sound is an issue when we visit them the first time. It is the customer's responsibility to let us know at that time if sound is a major issue. We are willing to take another look at all aspects of the windows and installationWe always want 100% satisfied customers. I will personally look at *** windows and hopefully we can come to a fair settlement. *** ***Window World of the Queen City
I totally disagree with Window World and I want my money back Simple, I have a customer satisfaction guarantee The licensed professional that came to my home and performed his testing is more than willing to come to meet with everyone He feels that these windows have serious leak issues He observed my concerns and simply agreed that I am write These windows are very substandard He tested the humidity in my home It was well within acceptable range. I didn't do anything to harm the windows The picture with the pen that can go from the inside of my home to the outside with the window locked is proof that air gets through I only did that demonstration on one window However, all windows are drafty and freeze when it gets cold Window World did install sets of windows However, the manufacturer defect that they have with sliders is in both sets I am ready to go to court or arbitration whenever you are These windows are not Energy Star. Thanks *** Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Revdex.com: I sent an email direct as this site would not allow me to send the pictures Please respond and let me know that you received this and the other one with a full answer to Window World. Thanks *** ###-###-####
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
In response to *** *** complaintWindow World is a company that is not going to walk away from an unsatisfied customerI was unaware that Mr*** was still unhappy with his caulkWe will be more than happy to remove and re-caulk every window that our customer is unhappy withWe
will re-caulk all windows inside and out if neededI have attached the signed service paperwork from where Mr*** signed stating the windows that came in the wrong size were replaced, along with his caulk concerns were addressedI have also attached an email response from *** to Mr*** on November 19, at 1:12pmThis shortly before the customer submitted his Revdex.com complaint at 1:24pmAlthough we have yet to receive a response back in order to set up service needsIf Mr*** needs a Saturday or any other day, we are willing to come out on a day no one has to take off work
My Installation Manager has tried to reach Mr*** by phone on 11/25, 11/30, 12/and 12/to schedule a service date for caulk and to deliver the sashesWe need a call back in order to address the services requested by the customer
We have offered to take $off of the remaining balance of $due to the inconvenience during installation and cost of the deskOur offer still stands, with allowing our company to come back out and replace the sashes needed and to re-caulk the windows to *** *** satisfactionOnce complete the $will be due once service is completeOnce all is complete and paid, Mr*** will then be under our Lifetime Warranty
Thank you,
*** ***
Office Manager
I am sorry to hear we have a customer that feels this way about our companyThe initial installation date was on 7/10/We then came out for service on 8/10/and 8/22/On these dates we replaced four windows, replaced four sashes and nine screens that were damaged in shippingWe also addressed caulking issues and cleaned the windows as requestedWe have tried to address all of your concerns and needsWe unfortunately also had a decline in staffing during this period in time, this took us some time to get back on trackWe offered a $discount and increased to an $discount off of your remaining balance of which you have declined both
At this time, after I had learned you still had service needs, we want to come out and fix the remainder of your concernsWe are concerned that we have an unsatisfied customerUnfortunately our hands are tied at this point as we cannot help if you will not allow us in your home
Revdex.com: No I do not agree The meeting didn't solve anything It was the same thing over againWhen I discoved that I could see daylight through the felt at the top and bottom of each window, I took the inside of a pen and wiggled it through the two sliders of one windowI made a video and sent it to Window World hoping that they would see what I saw and realize that they would never want this in their homesWindow World 1/16/***/17/1/17/supposedly from ** Window manufacturing in *** Jack *** Window World Rep from *** Inside house temperature degrees Outside house temperature degrees Inside house humidity 40-45% Outside humidity Raining 97% per NWA 12/8/Was told the *** rep could not come down until mid January I didn't understand why it took over a month - but I co operated The rep has a Columbus phone number so where does he really reside? 12/?/Jack came and attached black insulation tape to the inside center of each window where cold air comes in Within days the tape becomes unattached at bottom and top of each windowThis is where the cold air comes in and this proves there are leaks where I say there are1/10/Window World Columbus Ohio calls to tell me Steve will be calling 1/11/Steve called to set up promised appointment gives impression he's coming in from ***--truck tags were ohio I told him that it would be best if he came down when it was degrees or less One of the warmest day of the winter 1/16/Both Steve and Jack come to my house at 10:am Morning Temp degrees The first window we look at is in a room addition that has wooden exterior siding and drywall insideThere is 6" rolled insulation between walls The window sills are oak Steve says the humidity is too high in my house without checking first-- it's 40% So that didn't work Steve says the condensation on my window is because my shades stop air circulation between the shade and the window **If there is no condensation in my house then where does it come from I explain the short J molding that seals the windows at the top and bottom Steve says this is the way all the windows are made I tell him then there is a manufacturing design defect Steve says the J molding has to be short in order for the windows to come in and outThis is not true the J molding is on the inside of the windows so it cannot interfer with pushing the window up to remove His answer is not fact Why is the J molding short on the bottom? He didn't answer that instead he told me that I should have read the sales brochure because it states that sliders are not as sealing as double hungAgain this is not true--if it was then why would they be able to sell them as energy star Steve told me that my sales rep should have warned me--admitting guilt I tell Steve I can feel air coming in through the holes in the J molding He puts his hand down at the corner and says he cannot feel it It's not cold outsideThe outside and outside temp is about the same I am being treated like I'm stupidI told Steve that water comes in when there is a blowing hard rain Steve told me that the windows are made that way -- that's why there is that space on the bottom of the window with weep holes Another lie--the space is where the window slides on the track Then Steve asked where the water damage is--he needs proof to what I am sayingI cleaned the water up before it destroyed my sill and drywall Why would I let my house crumble to prove a point? Would they pay for that damage? We moved to a different window in older room in the house The exterior is brick and the insulation is probably poor The window sill is marble-yes its cold-however window world installed a barrier between the sill and window in October The black armor flex that Jack put down in December has pulled away the same as the other windows Steve accuses me of pulling the armor flex loose at the bottom of the window He accuses me of causing the problem when I wiggled the pen between the two windowsI only did that in one window not all the windows with the same problemSo again this is a lie He said that I need to leave my shades up--Why have shades? It's so cold with the shades upThey are closed because the window leak Steve touched the marble window sill and said the condensation is now because of the marble window sill Then why does the family room with wooden sills do the same thing? Jack pulled a gaget that measures humidity out of his pocket It read my inside humidity as 44% That is where it is normallyI track it My house is heated with oil--moisture is never a problem in the winter We move into another room Steve says this picture window with two sliders and a permanent center should have more condensationIt does notI think I know why and he doesn't want to hear me Again he tells me I need to leave the shade upI tell him this is my office and the draft is so bad that my fingers cannot type on the key boardI have a corner desk with a window in front of me and to the rightThe brezze coming in is unbearable so I keep the shade downMy son asked Steve to STOP use his brain and think about this Steve heard Brad call him an i
t--that was not the caseSteve objects to that statement and becomes more loud and angry The conversation intensifies and Steve says he's finished For over minutes, Steve has disagrees and talked down to meHe accused me of causing the problemHe told me that I should have done my homework and read the sales brochure He wants me to change my choices and leave my shades upSteve wants to take small pieces of felt and push it between the two sliders We did this in and the felt didn't stick anymore than the black armor flex tape did this timeThe humidity comes in through the J molding and nothing sticksIf I wanted reconditioned windows, I would have bought them in NextFelt will get saturated when it rains like a canvas tentWhen the felt gets saturated--it will leak and the rain water will seep in I don't live in a tent and I don't want water in my house after spending close to $6,in Window World plan Send in a HVAC consultant to proove I have high humidity and heat loss between my walls and windowsSomeone was suppose to call me today--no phone callI know it may take a couple of days 1/17/still no phone call
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
From: *** *** Date: Fri, Apr 17, at 2:PMSubject: Case #***To: "***@cincinnati.Revdex.com.org" Cc: *** *** ***@***>, *** ***
To whom it may concern,This statement is in reference to customer *** *** complaint.We have never intended to mislead ***.Our staff has been responsive to *** concerns,as we have made numerous trips to her home with the intention of fixing her issues. *** has had concerns regarding the windows she purchased in April 2012.The customer is stating her windows are allowing cool air and sound into her home. First, *** purchased the number one selling replacement window in AmericaThis window carries the *** *** seal of approval.You do not receive this award with an inferior product. That being said, we need to install our product properly to enhance the performance of the window.We have responded to every request from *** to address her concerns even bringing in a manufacturer's representative to check on the installation and performance of the product.He found the product to be functional.We have added extra insulation around the windows and re-sealed them. Second, our sales staff does not promote our products as sound proof. With double strength glass and argon glass most customers notice a reduction in outside noise. We can never guarantee this because every home situation is different…..Close to street, playground, daycare, airplanes, schools, shopping, etc. Third, we offered laminate to *** only after sound became an issue. This is an expensive option and we don't offer this to customers unless sound is an issue when we visit them the first time. It is the customer's responsibility to let us know at that time if sound is a major issue. We are willing to take another look at all aspects of the windows and installationWe always want 100% satisfied customers. I will personally look at *** windows and hopefully we can come to a fair settlement. *** ***Window World of the Queen City
We sincerely apologize for the delay of installation of your windows and downspouts. Due to the very busy season we are having, we are working as quickly as possible. Our installation manager Jack has spoken with Mr. [redacted] this week to let him know we will be in touch this week or...
next week to place the [redacted]'s on the installation schedule. We appreciate your patience and have you next to call for installation. Kind Regards,[redacted]
I would like to start off with apologizing for your windows being mis measured along with the time frame. This was an honest mistake. It was not our intention and would love for you to remain our customer and schedule an installation date.
I would like to note that on 9/25/15 your windows...
arrived in our warehouse. On 10/2/15 I personally called and left a message to schedule your window installation. On 11/9/15 [redacted] called and left a voice mail at 10:21am. Looks like we received a call back from you on 11/9/15 where we scheduled your installation date for 12/14/15. I have all this information due to we have to keep notes on every customer file, in writing and in the computer. Below I will add the notes from [redacted] conversation with the customer on 12/16/15, which at the time never mentioned to cancel.
12/16/15 I called [redacted] to reschedule & she is mad that they were mis measured & she ordered them in August. I apologized & tried to schedule her & she hung up on me. I called her back & she said she doesn't know if the 18th will work because she has to check her work schedule. I told her to call me back ASAP so I could get her on the calendar for install -**
We never received a callback from Mrs. [redacted]. [redacted] then called to schedule 1/18/16 since the windows came in on Friday 1/15/16 to have her installed this week.
We spoke to the owner about refunding the deposit. Due to the contract signed by Mrs. [redacted] we will not be refunding the deposit amount. We would love to move forward and schedule an installation date to install the windows.
Thank you,
[redacted]
Office Manager
I am attaching two pictures to this file on why we were not able to install this customer's patio door. The door we ordered is the correct size and will fit if the concrete that was cracked and lifted was fixed. When our salesman went out and sold the job, the broken up stoop was covered...
and he did not see the structural damage. When we went out for installation, that is when we saw the issues and were not able to install the patio door or a window that was off in measurement. We had offered to help with a solution or asked our customer to have the concrete fixed or even check with her condo association to see if this is something they covered in order to be able to install the patio door. If we were to tear out the old patio door and not fix the concrete it could cause issues, such as possible leaking and will tear down the concrete more, this is a liability to us and we just will not be able to install the door until the concrete is fixed. With that being said we are willing to deduct the patio door off of the contract since we cannot install this door with concrete as is. As for the window that is lop sided, if we need to come out and service to make it straight the customer will need to call into our office to have service out to fix the window, our customer has a lifetime warranty on the window we installed. We can also order the other window the correct size and install or we can also deduct this window from customer's contract, however our customer wishes to proceed. If there is any money to refund once items are deducted and addendum signed to deduct items we will do so. Last time we spoke to the customer she let us know her attorney was going to call us. We have been awaiting a call from her attorney or a call from the customer to provide the information listed above so we can proceed either way. Kind Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
As usual, Window World does not respond in a
substantive way to any of my actual complaints – and continues to imply that I
am somehow at fault for their failureI'm not sure how prolonging this matter
in order to further alienate me as a customer and squeeze $more out of me
makes sense for their business, but that is apparently their plan
I was going to leave this issue alone but, since
they brought it up, my windows were left filthy on day and most were never
cleaned, despite what Window World suggests in their responseIf there is any
doubt about this, I can provide current pictures of the glass from windows in
my home that still bear the Window World logo from the labels that were on them
on the day of deliveryWe have intentionally not cleaned these windows while
awaiting resolution of this matterAt their second visit to our home they
cleaned some of the windows, but expected me to escort them around the house
and request that they clean each window individually even though they were all
filthy and I had stated that they all needed to be cleaned inside and out
This is a perfect example of Window World's
approach to this entire jobThey never proactively identified and corrected
blatantly obvious problems, things that were done so poorly any reputable
contractor would be embarrassed to put their name on itInstead, they simply did
sloppy work and placed the burden on the customer to identify and demand that
the issues be fixed, when they could have performed a thorough inspection of
their own and corrected the issuesThey should be the experts in identifying
where the job was not done to an acceptable standard and correcting it, not me
That is why they were hired
If Window World were concerned with my
satisfaction they would have done the job correctly on July 10th,
or August 10th, or August 22ndI wonder if the Window
World representative responding to my complaint would continue to allow someone
into their home if they had failed to do the job correctly or completely on the
previous attempts? I should trust that they will do it correctly on the 4th
try, when they are proposing essentially restarting the job from the beginning?
I'm not sure how their failure to adequately
staff their business has any relevance to my complaint
The damaged sashes, which I will point out
again were damaged at install on July 10th, have still not been
replaced – even though Window World was in my home times since thenAnd
since August 22nd they have refused to complete this portion
of the job in order to force payment from meAs I said before, it was only
after I filed my complaint with the Revdex.com that Window World suddenly became
interested in my satisfaction and returning to my home to complete the job
Window World claims their hands are tied if I
will not let them into my homeThat is not trueI provided a simple proposal
in my previous response to resolve this matter:
Deliver the replacement sashes to my home
I will pay $cash on delivery
Window World will accept this $as payment
in full on my account and honor the lifetime warranty on my windows
Unfortunately, this was not acceptable to Window
WorldThey are not concerned with my satisfactionIn my opinion, they are much
more interested in extracting every penny they can from me rather than simply
admitting they botched this job horribly from day and that the thousands of
dollars I have already paid them is more than fair considering what they have
and continue to put us through
I am still willing to settle this complaint in
exchange for Window World delivering the replacement sashes to my home and
agreeing to honor our lifetime warrantyHowever, I am rescinding my offer to
pay $and expect Window World to accept my previous payments as payment in
full on the account
That is my final offer to resolve this matter
Regards,
[redacted]
HVAC company called yesterday to set up appointment. Made appointment with my son for 10:00 to 11:00 am next Thursday. I called and asked to change it to an earlier time as I cannot keep missing time from work. This morning that appointment was changed by their appointment setter to sometime before 10:00 am next Thursday. I will miss an entire morning from work. Tonight they just left a message and said since the original time was made by my son for the 10:00 to 11:00, it cannot be changed? I say what? I need to be here when they come over after the last visit I had with Window World got nasty.I just called and canceled that appointment. I am the customer--I'm tired of rearranging for Window World and after the previous meeting, I highly doubt this will go in a fair direction. I can see day light through my window sliders--I don't have a humidity problem. The windows do. I am having a HVAC contractor of my own come over next week on my schedule. He is going to use his thermal energy imaging system and conduct his own humidity tests. According to him, the windows are not energy star if there is ice on the inside when the temps go below 19 degrees, light can be seen through the felt, the condensation is worse when the furnace is running more and cold air can be felt coming in where the J molding is missing.If Window World can make arrangements for someone to come here when it is more convenient for me then lets work it out. Otherwise, I will use my person that will. This is costing me so much loss of work and money--Again I ask who is the customer and what happened to the Customer Guarantee?I want my money back.Thanks[redacted]