I have an appointment on Thursday morning with [redacted] Services. Please allow me to complete this appointment and get his written report. He is going to complete an energy review of my home. He is going to use a thermal energy camera to finally identify where the windows are leaking -- or not. He will test the humidity levels and my HVAC system. He is going to pressure test the house to identify where my home has energy leaks. [redacted] Services is a home inspection company. This is what Window World should have offered to send here last visit. It has taken me over a month to figure out what I need to prove my problem. Window World knows this or they should not be in the window replacement business. The more I know, the more I know that Window World is not being honest with me. These tests will prove who is right concerning my problem. I feel confident that this will end our disagreement. I have had a few other window companies visit my home and they all agree that this is a manufacturing defect. If this inspector can prove with his equipment that I am correct, I am going to ask Window World the pay me for this consult. It's not free, but I have not been given any other choice but to prove these windows leak. Why would I spend all this time off work and aggravation if the windows worked? This entire ordeal is such a waste of time and heating oil. Please let me know if this is ok. I can send the purchase receipt and warranty before I have the report if necessary. I figured I would wait and do it all on Friday after I get the results. Thanks [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.]I would like to start by saying that this is the first I have ever heard of [redacted], as she has never once reached out to us to attempt to resolve these issues during the 5 months since our windows were initially installed. If Ms. [redacted] was unaware of the ongoing problems with our window installation then I would suggest she speak with her staff as to why they were not keeping her informed, as I have been very clear and upfront with Window World about my disappointment from the very beginning. She also states that "our offer still stands", even though this is the first I have heard of this offer.In the attachment from Ms. [redacted] showing my signature on the work order, which she implies indicates my satisfaction with the completed job, she conveniently ignores the fact that I paid only half of the remaining balance at that point because the job was not complete at that time. My inclination on that day was to pay none of the remaining balance, but was convinced into paying half by their installation manager, what he called "a show of good faith". Obviously, that was my mistake. My "good faith" was rewarded by their refusal to finish the job, specifically not replacing the 2 sashes in my daughter's bedroom, until I paid the bill.
Ms. [redacted] also mentions in her response that my complaint with the Revdex.com was filed 12 minutes after [redacted] emailed me. I'm not sure what her point is, but the timing certainly was not a coincidence. In the email file she attached to her response, you can see at the bottom of the page that it is part of a chain of emails between [redacted] and myself, where Window World repeatedly stated that they would not replace my defective windows until the bill was paid in full. This is in fact reiterated, though interestingly not underlined, in the email that Ms. [redacted] attached. More interesting than the timing of my Revdex.com complaint with [redacted]'s email, is Windows World's change of stance on November 25th, 6 days after I filed my Revdex.com complaint. After stonewalling us for months and refusing to finish the job, they call me out of the blue wanting to come to my house and replace the damaged windows and fix the caulking issues as soon as possible. To then suggest that I am somehow at fault for not running to the phone and immediately responding to their offer is disingenuous. I had held off for months on filing a formal complaint, hoping that I could work the issue out directly with Window World. It was only after they were compelled by the risk of a black mark against their Revdex.com rating that they suddenly had an interest in completing our job before payment. As far as I'm concerned, "walking away from an unsatisified customer" is exactly what Window World did until a brought my complaint to the Revdex.com.As I stated in my original complaint, my wife and I are willing to live with the defects in the caulk. This entire process has left an incredibly bad taste in our mouths and we frankly do not want Window World to set foot in our house at this point. They have violated our faith and trust and we are not comfortable having them in our home. If Window World had done months ago what they are proposing now, we would have felt differently. Unfortunately, Ms. [redacted]' response to our complaint, which was misleading to the point of dishonesty, was the final straw. She claims concern for our satisfaction, but then spends the remainder of her response basically blaming us for why they haven't finished the job, which is insulting.To make this issue go away, we will pay Window World $250 on delivery of the remaining 2 window sashes to our front door, which I will install myself. Window World must agree that this payment will settle our bill in full and place our lifetime warranty into effect. No further interior or exterior work by Window World is desired or expected, excepting any future warranty issue which may arise.If this proposal is not agreeable to Window World, I am not sure this disagreement can be resolved.
Regards,
[redacted]
At this point, in order to resolve this issue, I am willing to accept the most recent offer of Window World to complete the work at my home and honor the lifetime warranty in exchange for payment of $791.50. The remaining work to be done includes replacing 2 sashes, removing and replacing exterior caulking to a satisfactory appearance, removing spilled caulking from backyard patio paver stones, and any interior caulking repairs we may request. In addition, all windows, including glass and vinyl, should be thoroughly cleaned both interior and exterior as this has never been done for most of the windows.Best regards,[redacted]
We sincerely apologize for not being able to complete this particular job. There are not many jobs we are unable to complete. We knew this would be a tough job and was glad we got the opportunity. Unfortunately we were unable to satisfy our customer, not once but twice. We...
have refunded the requested amount of $10,000.00 back to the customer with our apologies.
I have spoken with Ms. [redacted] today. I let her know we will need to schedule a day for our installation manager to come out and get measurements so we can replace the glass in her window. I can see on the window sticker she sent over, this is a Window World window. Ms. [redacted] stated she will let...
us know what days would be good for her so we can get her on the schedule.
When we are out at the property we will look to find more information in other Window World windows. Hopefully this will possibly help us to find the original file. If not at least enough information to start up a new file for future warranties.
Thank you,
Michelle D[redacted]
In response, Jack, our Installation Manager has been scheduled to meet a window engineer out at our customers home between the morning hours of 10:00 - 10:30 am on Monday January 16th, 2017. The engineer will go over the windows where our customer has concerns. The weather stripping between the sashes help to keep the weather out. The nice thing about windows are that they are made to operate and open, so at times we can open the windows for a fresh breeze if desired. With operational windows there is not a 100% air tight seal like, say a picture window, which is not able to be opened. We do not recommend pushing any objects through the windows, as this can alter the functions the windows provide.Yes, our windows are energy star windows, if you would please read "Conquering the Myth... Windows Do Not Cause Condensation." paragraph in the condensation booklet I attached in my first response. You will learn why your older windows did not create condensation and let all of your heat escape. Where our windows have a tighter seal and hold that air in now that was escaping before. Jack will be be performing a humidity test in the home, while he is out there. We also would like to hire a Heating Professional Contractor to come out to the customers home to address the condensation concerns. Hiring a heating professional is also mentioned in the condensation brochure I sent over. This will help us and our customer to see where the condensation issues originate from and how it can be resolved. Jack will be offering this service to our customer on Monday while he is at our customer's home. We would be more than happy to provide this service for our customer. Kind Regards,Michelle [redacted]
I have attached a copy of the back of the contract that our customer had signed, which is kept in the customer file. [redacted] the salesman, had marked out the 6 to 8 weeks on the contract and replaced with 10 to 12 at signing of contract. So now the contract reads to have the windows...
installed "though not guaranteed is typically" 10 to 12 weeks. During this time of year every year, this is our busiest time of the season, as is any good window company. I do apologize that it has taken as long as it has, yet we try and call to schedule installation a day or two before we come out to install. We do not book out our schedule weeks ahead which you will also see on the back of the contract, line item #5. We have to go in order from when contracts were signed to be fair to all of our customers.Unfortunately we will not be able to refund the deposit. The 50% deposit it to cover the cost of the windows, since all of our windows are customer made for each home, we cannot resell these windows. We would like to move forward and go ahead and install the windows in your home. [redacted]
I spoke to our customer yesterday afternoon, apologized for the error in the order. We reordered the window yesterday at the same size that was just installed, yet made the changes back to where the picture window is larger and has the smaller double hung on each end. Customer will not...
owe remaining balance until this last window is installed. I will be calling my customer today to give her and estimated date on when the window will arrive in our warehouse to then schedule for installation. Mrs. was happy with this decision.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]4, and find that this resolution is satisfactory to me.
Regards,
[redacted]
The issues of condensation that our customer is having on the inside of her windows is normal due to the high humidity in the home. I have attached a brochure to understanding condensation, this a very good read and knowledgeable. I have also highlighted around where inside humidity...
levels need to be according to the outside temperature. Windows are insulated and sealed tighter now than how they used to be, so now the new windows are preventing the humidity to escape unlike before. Windows do not cause condensation, humidity does, which you will read in the brochure attached.On 5/10/16 Jimmy (our Associated Materials window engineer) went out and stated that we just needed to reset the windows to add ice bock between the window and the marble sill and we needed to replace some bulb seal and energy pads for the windows. Jimmy also gave the customer a condensation brochure at his visit, seeing this was an issue. He followed up with our store and the customer to let us know about the high humidity with oil heating. Our customer told Jimmy they keep the humidity around 50 to 60% which is extremely high and have been notified multiple times of this. Jimmy wanted to come out and help install the new windows along with bringing in the humidity tester to record the humidity in all the rooms. The customer refused these services and wanted all new windows.The owner, John went out and explained the condensation to our customer and told her the condensation would not go away until they lower the humidity. John then agreed to replace all the windows again in the home at no additional cost, in exchange for the customer to lower the humidity in the home. This was to prove, the issue is not the windows and that the humidity is too high. When we installed the new windows for the second time on October 31, 2016, we sent out a different install crew, we placed ice block as a barrier between the marble sill and the window and we even installed windows from a different window manufacturer. This proves that until the high humidity is addressed, condensation will occur during the colder months. Jimmy did not go out on this installation since we ordered the new windows from a different manufacturer. Jack (our installation manager) and Joe (MI sales rep) went out on Dec. 8 to see where the customer said light was coming through on the windows. Jack held up a lighter in front of the window where light was showing but there was no flicker to the flame. Jack asked to borrow a hair dryer or an item to see if air was actually coming through but there was nothing to use. Jack then asked if we could do a water test on the windows to see if water would come through, customer refused. We need to be able to run air and water tests, where sometimes it can help us find the problems needing fixed. Jack will be in contact with our customer in the next week to coordinate a time for the MI window engineer and Jack to come and look at the windows where the sashes meet to see why the light is coming through, they will then decide what needs to be done to resolve the light issue where the sashes meet. Jack did go out to temporarily add the energy pads to the corners until the engineer could make it out. As far as the condensation, there is nothing that can be done besides lowering the humidity in the home. In the brochure attached please read the "Six Simple Solutions to Controlling Humidity" and "A final word". Kind Regards,Michelle D
We will be more than happy to honor and complete this settlement. We went ahead and left a message today for Mr. [redacted] to give us a call back to schedule his service through [redacted]. I will be sure all of [redacted] concerns will be addressed at time of service, with the remaining balance due of $791.50.
Thank you,
[redacted]
We have been in touch with our customer once we received the Revdex.com complaint. Our office was not aware of any additional concerns since our last visit to the customer's home on 7/12/17. Since the complaint our Installation Manager, Jack has been back out to the home on 8/14/17. We...
are currently working on and addressing the concerns Mr. [redacted] has on four of his windows. Kind Regards,Michelle D[redacted]
To whom it may concern,Our mission at Window World is to always have satisfied customers.We have had two different sets of energy star windows installed in this customers home. The customer refuses to acknowledge their home has too much humidity.The customer has tampered with the windows. The customer has had an expert, without letterhead or a company business, submit a report matching their complaints exactly.We have been able to dispute all of their claims not in a mean spirit but of one explaining their problem.I personally told Ms. [redacted] when I put the second set of windows in, she needed to correct the humidity in her home or there was nothing we could do for her.Our company has tens of thousands of windows installed in the greater Cincinnati area. We have this issue in only this home. It is a humidity problem.We are happy to meet independently with a mediator to try and find a solution.Thank you.John O[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.]
Regards,
[redacted]
I have an appointment on Thursday morning with [redacted] Services. Please allow me to complete this appointment and get his written report. He is going to complete an energy review of my home. He is going to use a thermal energy camera to finally identify where the windows are leaking -- or not. He will test the humidity levels and my HVAC system. He is going to pressure test the house to identify where my home has energy leaks. [redacted] Services is a home inspection company. This is what Window World should have offered to send here last visit. It has taken me over a month to figure out what I need to prove my problem. Window World knows this or they should not be in the window replacement business. The more I know, the more I know that Window World is not being honest with me. These tests will prove who is right concerning my problem. I feel confident that this will end our disagreement. I have had a few other window companies visit my home and they all agree that this is a manufacturing defect. If this inspector can prove with his equipment that I am correct, I am going to ask Window World the pay me for this consult. It's not free, but I have not been given any other choice but to prove these windows leak. Why would I spend all this time off work and aggravation if the windows worked? This entire ordeal is such a waste of time and heating oil. Please let me know if this is ok. I can send the purchase receipt and warranty before I have the report if necessary. I figured I would wait and do it all on Friday after I get the results. Thanks [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.]I would like to start by saying that this is the first I have ever heard of [redacted], as she has never once reached out to us to attempt to resolve these issues during the 5 months since our windows were initially installed. If Ms. [redacted] was unaware of the ongoing problems with our window installation then I would suggest she speak with her staff as to why they were not keeping her informed, as I have been very clear and upfront with Window World about my disappointment from the very beginning. She also states that "our offer still stands", even though this is the first I have heard of this offer.In the attachment from Ms. [redacted] showing my signature on the work order, which she implies indicates my satisfaction with the completed job, she conveniently ignores the fact that I paid only half of the remaining balance at that point because the job was not complete at that time. My inclination on that day was to pay none of the remaining balance, but was convinced into paying half by their installation manager, what he called "a show of good faith". Obviously, that was my mistake. My "good faith" was rewarded by their refusal to finish the job, specifically not replacing the 2 sashes in my daughter's bedroom, until I paid the bill.
Ms. [redacted] also mentions in her response that my complaint with the Revdex.com was filed 12 minutes after [redacted] emailed me. I'm not sure what her point is, but the timing certainly was not a coincidence. In the email file she attached to her response, you can see at the bottom of the page that it is part of a chain of emails between [redacted] and myself, where Window World repeatedly stated that they would not replace my defective windows until the bill was paid in full. This is in fact reiterated, though interestingly not underlined, in the email that Ms. [redacted] attached. More interesting than the timing of my Revdex.com complaint with [redacted]'s email, is Windows World's change of stance on November 25th, 6 days after I filed my Revdex.com complaint. After stonewalling us for months and refusing to finish the job, they call me out of the blue wanting to come to my house and replace the damaged windows and fix the caulking issues as soon as possible. To then suggest that I am somehow at fault for not running to the phone and immediately responding to their offer is disingenuous. I had held off for months on filing a formal complaint, hoping that I could work the issue out directly with Window World. It was only after they were compelled by the risk of a black mark against their Revdex.com rating that they suddenly had an interest in completing our job before payment. As far as I'm concerned, "walking away from an unsatisified customer" is exactly what Window World did until a brought my complaint to the Revdex.com.As I stated in my original complaint, my wife and I are willing to live with the defects in the caulk. This entire process has left an incredibly bad taste in our mouths and we frankly do not want Window World to set foot in our house at this point. They have violated our faith and trust and we are not comfortable having them in our home. If Window World had done months ago what they are proposing now, we would have felt differently. Unfortunately, Ms. [redacted]' response to our complaint, which was misleading to the point of dishonesty, was the final straw. She claims concern for our satisfaction, but then spends the remainder of her response basically blaming us for why they haven't finished the job, which is insulting.To make this issue go away, we will pay Window World $250 on delivery of the remaining 2 window sashes to our front door, which I will install myself. Window World must agree that this payment will settle our bill in full and place our lifetime warranty into effect. No further interior or exterior work by Window World is desired or expected, excepting any future warranty issue which may arise.If this proposal is not agreeable to Window World, I am not sure this disagreement can be resolved.
Regards,
[redacted]
At this point, in order to resolve this issue, I am willing to accept the most recent offer of Window World to complete the work at my home and honor the lifetime warranty in exchange for payment of $791.50. The remaining work to be done includes replacing 2 sashes, removing and replacing exterior caulking to a satisfactory appearance, removing spilled caulking from backyard patio paver stones, and any interior caulking repairs we may request. In addition, all windows, including glass and vinyl, should be thoroughly cleaned both interior and exterior as this has never been done for most of the windows.Best regards,[redacted]
We sincerely apologize for not being able to complete this particular job. There are not many jobs we are unable to complete. We knew this would be a tough job and was glad we got the opportunity. Unfortunately we were unable to satisfy our customer, not once but twice. We...
have refunded the requested amount of $10,000.00 back to the customer with our apologies.
I have spoken with Ms. [redacted] today. I let her know we will need to schedule a day for our installation manager to come out and get measurements so we can replace the glass in her window. I can see on the window sticker she sent over, this is a Window World window. Ms. [redacted] stated she will let...
us know what days would be good for her so we can get her on the schedule.
When we are out at the property we will look to find more information in other Window World windows. Hopefully this will possibly help us to find the original file. If not at least enough information to start up a new file for future warranties.
Thank you,
Michelle D[redacted]
In response, Jack, our Installation Manager has been scheduled to meet a window engineer out at our customers home between the morning hours of 10:00 - 10:30 am on Monday January 16th, 2017. The engineer will go over the windows where our customer has concerns. The weather stripping between the sashes help to keep the weather out. The nice thing about windows are that they are made to operate and open, so at times we can open the windows for a fresh breeze if desired. With operational windows there is not a 100% air tight seal like, say a picture window, which is not able to be opened. We do not recommend pushing any objects through the windows, as this can alter the functions the windows provide.Yes, our windows are energy star windows, if you would please read "Conquering the Myth... Windows Do Not Cause Condensation." paragraph in the condensation booklet I attached in my first response. You will learn why your older windows did not create condensation and let all of your heat escape. Where our windows have a tighter seal and hold that air in now that was escaping before. Jack will be be performing a humidity test in the home, while he is out there. We also would like to hire a Heating Professional Contractor to come out to the customers home to address the condensation concerns. Hiring a heating professional is also mentioned in the condensation brochure I sent over. This will help us and our customer to see where the condensation issues originate from and how it can be resolved. Jack will be offering this service to our customer on Monday while he is at our customer's home. We would be more than happy to provide this service for our customer. Kind Regards,Michelle [redacted]
I have attached a copy of the back of the contract that our customer had signed, which is kept in the customer file. [redacted] the salesman, had marked out the 6 to 8 weeks on the contract and replaced with 10 to 12 at signing of contract. So now the contract reads to have the windows...
installed "though not guaranteed is typically" 10 to 12 weeks. During this time of year every year, this is our busiest time of the season, as is any good window company. I do apologize that it has taken as long as it has, yet we try and call to schedule installation a day or two before we come out to install. We do not book out our schedule weeks ahead which you will also see on the back of the contract, line item #5. We have to go in order from when contracts were signed to be fair to all of our customers.Unfortunately we will not be able to refund the deposit. The 50% deposit it to cover the cost of the windows, since all of our windows are customer made for each home, we cannot resell these windows. We would like to move forward and go ahead and install the windows in your home. [redacted]
I spoke to our customer yesterday afternoon, apologized for the error in the order. We reordered the window yesterday at the same size that was just installed, yet made the changes back to where the picture window is larger and has the smaller double hung on each end. Customer will not...
owe remaining balance until this last window is installed. I will be calling my customer today to give her and estimated date on when the window will arrive in our warehouse to then schedule for installation. Mrs. was happy with this decision.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]4, and find that this resolution is satisfactory to me.
Regards,
[redacted]
The issues of condensation that our customer is having on the inside of her windows is normal due to the high humidity in the home. I have attached a brochure to understanding condensation, this a very good read and knowledgeable. I have also highlighted around where inside humidity...
levels need to be according to the outside temperature. Windows are insulated and sealed tighter now than how they used to be, so now the new windows are preventing the humidity to escape unlike before. Windows do not cause condensation, humidity does, which you will read in the brochure attached.On 5/10/16 Jimmy (our Associated Materials window engineer) went out and stated that we just needed to reset the windows to add ice bock between the window and the marble sill and we needed to replace some bulb seal and energy pads for the windows. Jimmy also gave the customer a condensation brochure at his visit, seeing this was an issue. He followed up with our store and the customer to let us know about the high humidity with oil heating. Our customer told Jimmy they keep the humidity around 50 to 60% which is extremely high and have been notified multiple times of this. Jimmy wanted to come out and help install the new windows along with bringing in the humidity tester to record the humidity in all the rooms. The customer refused these services and wanted all new windows.The owner, John went out and explained the condensation to our customer and told her the condensation would not go away until they lower the humidity. John then agreed to replace all the windows again in the home at no additional cost, in exchange for the customer to lower the humidity in the home. This was to prove, the issue is not the windows and that the humidity is too high. When we installed the new windows for the second time on October 31, 2016, we sent out a different install crew, we placed ice block as a barrier between the marble sill and the window and we even installed windows from a different window manufacturer. This proves that until the high humidity is addressed, condensation will occur during the colder months. Jimmy did not go out on this installation since we ordered the new windows from a different manufacturer. Jack (our installation manager) and Joe (MI sales rep) went out on Dec. 8 to see where the customer said light was coming through on the windows. Jack held up a lighter in front of the window where light was showing but there was no flicker to the flame. Jack asked to borrow a hair dryer or an item to see if air was actually coming through but there was nothing to use. Jack then asked if we could do a water test on the windows to see if water would come through, customer refused. We need to be able to run air and water tests, where sometimes it can help us find the problems needing fixed. Jack will be in contact with our customer in the next week to coordinate a time for the MI window engineer and Jack to come and look at the windows where the sashes meet to see why the light is coming through, they will then decide what needs to be done to resolve the light issue where the sashes meet. Jack did go out to temporarily add the energy pads to the corners until the engineer could make it out. As far as the condensation, there is nothing that can be done besides lowering the humidity in the home. In the brochure attached please read the "Six Simple Solutions to Controlling Humidity" and "A final word". Kind Regards,Michelle D
We will be more than happy to honor and complete this settlement. We went ahead and left a message today for Mr. [redacted] to give us a call back to schedule his service through [redacted]. I will be sure all of [redacted] concerns will be addressed at time of service, with the remaining balance due of $791.50.
Thank you,
[redacted]
We have been in touch with our customer once we received the Revdex.com complaint. Our office was not aware of any additional concerns since our last visit to the customer's home on 7/12/17. Since the complaint our Installation Manager, Jack has been back out to the home on 8/14/17. We...
are currently working on and addressing the concerns Mr. [redacted] has on four of his windows. Kind Regards,Michelle D[redacted]
To whom it may concern,Our mission at Window World is to always have satisfied customers.We have had two different sets of energy star windows installed in this customers home. The customer refuses to acknowledge their home has too much humidity.The customer has tampered with the windows. The customer has had an expert, without letterhead or a company business, submit a report matching their complaints exactly.We have been able to dispute all of their claims not in a mean spirit but of one explaining their problem.I personally told Ms. [redacted] when I put the second set of windows in, she needed to correct the humidity in her home or there was nothing we could do for her.Our company has tens of thousands of windows installed in the greater Cincinnati area. We have this issue in only this home. It is a humidity problem.We are happy to meet independently with a mediator to try and find a solution.Thank you.John O[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.]
Regards,
[redacted]