Sweeney Brothers Carpet

I was told the corrected windows would be in November 19th. The fact that their factory is closed the week of Thanksgiving has no bearing. The messages that were left today, December 2nd, about scheduling an install, were only initiating by my complaint (Dec 1st). I guarantee I would have not heard from this company otherwise. I have received a call from them only 1 time prior in the almost 4 months this ordeal has been going on. If the service is this bad BEFORE receiving the product, what happens AFTER and/or with any problems. They should read their reviews, the answer to that question is crystal clear. Additionally, there is a difference between a "mistake" and incompetency. Who is off by 4-6 inches on a measurement? Each measurement being off by a different amount for 3 windows that are all the same size. Intentional, no, what was intentional was sending a salesman out who is incapable of reading a tape measure, and then topping it off with poor customer service. Therefore I choose not to throw good money after bad and want a refund.

We believe the matter has been resolved.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
** & [redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution will do. I would not recommend this company.

On June 17-19, 2015 our company, Window World of Columbus, installed windows for Mr. and Mrs. [redacted] at [redacted]. On June 24, 2015 the [redacted] called and and said one of the windows had seal failure so we reordered a  new sash for them at this time and...

installed when it came it.  We did not hear from Mr. and Mrs. [redacted] again until the end of January when they called and said they were having some condensation on the inside of their windows. We sent a condensation brochure to them explaining why condensation occurs. On February 2, 2016 Andy, the installer and installation manager, went to their home and looked at the windows. At this time we ordered all new fuzz plugs for their windows. Fuzz plugs help to prevent and stop any air infiltration. On February 26, 2016 Bryan, the other installer, went to the [redacted] and installed all new fuzz plugs. Mrs. [redacted] was still concerned that there would still be condensation but the weather had warmed up so we could not tell if the fuzz plugs had solved the problem.  Keith decided to called our factory representative [redacted] and         and informed them of the [redacted] situation. They were scheduling a trip to Columbus and told Keith they would let him know the dates as soon as they knew them. Keith informed Mrs. [redacted] of the situation and kept in contact  with her over the next few weeks until we heard from the factory representatives. The week that they were coming the weather was still quite warmer. Keith called Mrs. [redacted] and told her they were coming and she said that it was to warm for them to see the problem. Keith told Mrs. [redacted] that he would be happy to stop by with the factory representatives and Mrs. [redacted] declined. Keith assured her that it was no problem and Mrs. [redacted] said they would not be able to see what she was talking about because it was to warm. Mrs. [redacted] said she wanted to wait until the weather got cold again and asked Keith to write her a letter stating that he would come back when the weather became cold again. Keith agreed and set up a time for next December just in case the weather did not get cold enough again this season. We did not even have time to send her the letter before we received this complaint. Mrs. [redacted] states that we made no attempt to address her situation and clearly that is not the case. Keith, the owner, at no time told the [redacted] he was not concerned in fact it was just the opposite. Keith knew that if Andy, being the installation manager, was unable to find the problem he would need to get the factory representatives involved which he did. We have no control over their schedules. Mrs. [redacted] is the one who told Keith not to come to her home when the factory Reps were in town. Keith offered more then once. All of our window have a lifetime warranty and with or without the letter that Mrs. [redacted] asked Keith to send they have a lifetime warranty. We believe that Mr. and Mrs. [redacted] believe they have a problem but we can’t fix what we can’t see. Mr.. and Mrs. [redacted] stating that Keith showed no concern is simple not true. We will stand by our product as we told the [redacted] we would but we need to see the problem in order to fix it. If we have to wait until cold weather we will still honor our warranty.

Please let Mrs. [redacted] know that her screens have been ordered, all of parts have been back ordered so it has taken longer than even we expected. Also, please inform Mrs. [redacted] that her screens should arrive to our office on Monday, I will send you another email or call to confirm the shipment. Thank you, Lindsey

This is in response to complaint by [redacted], We sent a piece of siding from her home to have it matched through a company called Intel, we are expecting an answer in next few days.  When  we have an answer we will contact you and let you know what is next.  Thank you,...

###-###-####

I wanted to respond to your last correspondence regarding [redacted] ID# [redacted]. Windows do not cause condensation. We were trying to help the [redacted] figure out why they were having this issue but this is not a warranty issue. We can not warrant something that is not possible for the window to cause. We are under no obligation to even address this but as I stated we were trying to help them and will continue to do so. However in 30 years in this business I have never seen a window company warrant condensation issue because the window does not cause condensation. It is caused by the humidity in your home. Thank you,Keith D[redacted]

No, I have not contacted Window World, nor do I intend to. As you can see by my responses, I do not want their services. Upon reading all their reviews, I do not want them to install any windows, not even if was just one! There are multilpe open cases out there  which  are not resolved because of the ineptness of this company, in addition to sub par customer service (which I have experienced first hand). Not to mention the pictures of poor installations and damaged siding. I am not willing to risk damage to my house. I have never dealt with such an incompetent company in my life.

We are more than happy to come and put her windows in. It was a mistake that unfortunely happens. We are very sorry for inconvenience, but we will not be giving a full refund. The windows are here, and we have asked for the chance to make it right.

To whom it may concern,Ms. [redacted] did in fact have her windows installed on June 21st, 2017. When our installers arrived at her home they called our office to report very pungent odors coming from inside the house, they also reported animal urine and feces throughout the home. We advised them to...

lay plastic down so that they could avoid walking through urine and feces during the install. A few days later Ms. [redacted] called to report flies around her windows coming in. We sent two of our installers over to take a look and double check to make sure that her screens were fitting properly, check for tears or rips in them and also to make sure that there were not any issues with her sashes fitting together. The windows were sealed inside and out and the screens were fitting as they should. Unfortunately, much like a stink bug, flies can wiggle their way in, although not common under normal circumstances, in this instance the odor from the home is drawing the flies in. Our installers also reported dead flies on windows that she had not replaced, they also stated that as they went further back in the house the stronger the odor became and the more flies there were in those areas. When Mrs. [redacted] had originally contacted us regarding the flies coming in, the installer told us that there were flies all over the home when they were there, even before they were replaced. Taking a picture of a dead fly in a window seal does not mean there is a problem with the install, we all know it is possible for a fly or insect to creep in, however in this case the flies are finding ways in and are being attracted to smell. It is unfortunate and the only other option that we have that may help, is if Mrs. [redacted] would like to purchase full screens at her own cost, this issue is in no way caused by our windows or our installation. If the flies were finding their way into the home prior to our installation, they will continue to do so.

We are doing the best we can as far as handling this for Mrs. [redacted]. The service part has come in wrong three times due to an factory error. We are working with a supervisor to resolve this and get Mrs. [redacted] taken care of. Things out of our control has happen such as weather and a truck breaking...

down, It is not intentional but it does happen sometimes. I have the new sash coming and when it gets here I will schedule it right away and as far as a discount, the supervisor is getting back with me about this. I will call Mrs. [redacted] and let her know when the sash is coming in and schedule it with her. I have left her two messages since the last sash came in wrong.

This customer had to have a frame replaced due to damage on the window. It was a specialty window so it took longer to make. It is scheduled to be completed on Wednesday November 18th.I spoke to [redacted] to schedule it and he agreed that day would be best.  I will let you know anything else that...

happens. Gena

The customers did order windows with us. They live in a condo and that requires certain guidelines to be meant, for example color matching and grids. Everything in the condo association has to be uniformed. So Keith had to get color samples and they had to take them to their condo board and get them...

approved. Then we could proceed with measuring and ordering the windows once we got a signed contract and half down. The windows came in right before Thanksgiving and I spoke to [redacted] and she said she would like to wait until after the holidays. I told her that was fine and we would touch base after then. Left a message in mid January and then again in February I spoke to [redacted] and I had told her that we had wrote her number down wrong on the folder by accident, but it was right everywhere else so maybe she did not get message in January. She then said during that call that she still wanted to  wait until the weather breaks. I told her at this point to call me when she was ready to have them installed. Later that day her husband Ed called back and was very angry and saying that we had never contacted them at all and he wanted his money back. I told him that was not a decision that I could make that, I would get with Keith the owner and let them know. I spoke to Keith and he agreed that they are the ones who wanted to wait which we have no problem with that at all, but however now we need to install these windows and get the balance paid. I left them a message on February  19th and told them that Keith said that we need to put windows in and can not give back down payment because windows are here and they wanted to wait. At no time during the timeframe of waiting did either customer call and ask what was going on with the windows or when they could be installed. I nor anyone else in this office has ever hung up on them. All we want to do is install the windows and get the balance collected. That is what the contract was signed for.

Thank you. Yes I did receive the screens. Although they left them on my front porch and contacted afterwards. Fortunately they were not stolen. I also had the opportunity to speak with the owner, an opportunity that I was not afforded previously and w e were able to come to an amicable understanding. I hope a service of the BBC can be to help busineses offer consumers a better business experience through customer service. I would stronger recommend customer service training as a part of certification through the BBC. Thank you Ms Giere for your assistance [redacted]

The following comments are regarding the Window World response datedApril 1, 20 6 to our complaint (ID# [redacted])Agreed on this two points:1. A sash was replaced in June 2015.2. Fuzzy pads were placed on all windows.The Problem: IceYes, we called in January, but not to complain about condensation.We understand that some condensation on the inside of windows is normalon extremely cold days. Our complaint was that the condensation wasfreezing and forming ice on the inside of the windows and around the insideof the window frames. Andy came and examined the windows, but had noexplanation as to why ice was forming. He did look at our pictures andplaced them on his phone and computer. He did order fuzy pads in an effortto reduce air leakage. Neither Andy or the guys who later installed the fuzzypads thought that action would solve the ice problem. One of the installers,Bryan, agreed to inform Keith of our complaint.Keith called us and left a message that he was arranging a visit by afactory representative. We confmed receiving that message. A week or solater, Keith called back and said he was having difficulties arranging therep's visit. Also he asked, what will the rep see? Obviously, in the wannerweather he will not see the ice. We agreed. A rep visit was never arrangedwith us, so how could we cancel? We have always been open to aninspection by anyone from Window World (local or from the factory). Atthat time, we would share a picture taken of the ice on the inside of thewindows. During second phone call from Keith, he mentioned some sort ofletter he would be sending. We waited over a week for this letter which todate has never been received. Then we filed complaint.If Window World needs to see the ice in person to fix the problem,then they need to send someone to our house in the morning on the nextfrigid winter day before the ice melts and causes a mess on our woodenwindow sills. We told Keith this, but apparently he doesn't have the time toget someone here to witness the ice. We fear delays in responding to thisproblem will persist and the problem will never be solved.In summary, if the ice problem is an issue covered under the warranty,we want an answer as to how this issue will be resolved and when that willtake place. If the problem of ice on the inside of the windows is not covered,then they should have disclosed this to us before the windows were bought.On the other hand if the ice problem is covered, but Window World choosesnot to resolve it, then give us our money back and we will replace thewindows from elsewhere.Two Pictures enclosed.

The windows are here and have been ready to be installed. We have tried to schedule install with both of them. We have made calls to them and we just want to put the windows in and get final payment and be done with this. At no time did anyone hang up on them at all, It was stated that Keith had to make all decisions on money being taken off the bill or not. We want to be allowed to do our job and finish  the contract.  Thank you, Window World

Hello,I received a message the other day that my complaint was closed due to no response from me.  The last message I received was a response from the company about my complaint; there was no request for an update from me.  As far as my complaint goes, I do not consider it resolved at this time. The company did come and replace the sash on 6/13 but nobody from the company has contacted me since then about the balance due or any credit they would offer for my inconvenience. Is there a way to re-open my complaint considering the matter is still unresolved?