Window World Of Altoona, Inc.

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
Dear Ms***,I have read the response from Window World and I am denying their solution for the foilowing reasons.1) Yes, I signed the installation paperwork on May 19th, because I foolishly trusted them to complete the project as they stated they wouldYou can see from the pictures I posted to Pissed Consumer, that it was not satisfactorily completedI had WW replace windows for me on another property years ago and had no complaintsI trusted that the company would stand behind their wordI was wrong and regret signing it.2} If you look at the signed work order from when they came to install the final window, I also signed that one and wrote "less completion of stone work." It was still not a completed project.3) In WW's response they stated that on the day of the installation, I took the installer back to show him the stone I had and wanted him to use; it was from a fence that was being removedThat is partially trueWhen Stephen, the salesman, was here in April,! showed him the stone I had, he took a picture of it, texted it to Chad, they talked on the phone, while Stephen was still here, and Chad said the stone would be fineOn the day of the installation, Chad arrived on site(not the installer), said that he wouldn't recommend using that stone, it would be difficult to remove from the backingHe would go look for stoneTherefore, I took that to mean, since he was changing the terms of the contract and now taking on responsibility of finding stone, it was now his job to do so and complete the workI spoke to Chad several times on the phone and have countless e-mails from May 22nd to July 26th where he NEVER stated that I was responsible for supplying the stoneHe was actively looking for matching stoneHe did not make the statement that it was my responsibility until I posted my complaint at Pissed ConsumerIf he truly believed that he was not responsible for providing the stone, after he himself, changed the contract, then why didn't he state so in the months we have been in contact about completion of this project? I'll tell you why, he knew he was responsible for it.4) According to WW's response they took pictures of the completed projectI would also then like to add trespassing to my complaintI was unaware that they returned to take picturesMy property is private property.5) According to WW's response, I would also like to add fraud to my complaintI also believe that is punishable by lawI find it hard to believe that Ford Motor Company would supply them with a copy of my paid invoice unless they fraudulently obtained itI don't believe that Ford would just send them a copy of my personal, private invoiceThat would be a huge violation on Ford's partLet's just say that he did fraudulently obtain my invoice, then why did he pay me $for $tires? Why didn't he just pay what I actually paid for the tires (according to him}? Why would be overpay me and now want to be reimbursed for his overpayment? That makes no sense to me,6) According to WW's response, am asking for more than the original $to complete the stone workThe reason being, I no longer have the original stoneI had the fence replaced and disposed ofSo inorder for me to hire someone to complete the project, it will cost me the cost of stone and labor, which will be more than $i also had to pay an electric company to come in and refasten the cables they unfastened and left hanging loose on the side of my house at a cost to me of $129.07,have the original invoice if needed! also had an increase in my PPL bill from May, June and July due to the fact that the window was completely open and letting my air conditioning escapeMy thermostat is in the living room and so it was working twice has hard those monthsMay of 2016, I used kwMay of 2017, it was 672kwJune of 2016,used kwJune of 2017, it was 727kwJuly of 2016, I used kwJuly of 2017, it was kwThat is a total difference of kwBased on what the actual bills cost that is also a difference of $in an increase of my PPLLargely due to my having a gaping open window for monthsI have not asked them specifically to be reimbursed for these two charges, due to their negligence; however, I did add them into my request of $refund.Due to all of the above mentioned reasons, I do not accept their offer of roughly $I will propose two other options, as well as, the refund of $as originally asked.1) They buy the stone and complete the project as agreed upon, within days.2) I hire someone to buy the stone and complete the project, they pay that contractor directly.I am not the one who changed the terms of the contract, Chad was by showing up the day of installation and deciding not to use my stoneMy only fault in this project, is trusting the company to stand behind their wordIt will never happen againThey lost a returning costumer and I will never recommend them to anyone.Thank you,*** ***

Revdex.com:*** *** was informed that we would advise both the Revdex.com and WW when the check was in our hands At this hour our mail for today has not yet arrived WW made promises in the past that were not kept; therefore, we no longer take their word for anything As
we promised, you will be informed when we receive the check We only wish their service and promises were as good as their sales pitch
*** ***

Revdex.com:
First, I want to say the work that was completed was not "extra" work, no favors were done hereAs a national chain this company should have made every effort to protect its image and retain a great relationship with its customerI have had Window World of Altoona install over windows, they have repaired, added or completely sided three of my propertiesAs an investor I need reliable well intentioned businesses to work with, as a home owner I need to be able to trust the companies I give my hard earned money toIt is truly disappointing that Window World of Altoona put up such a fuss over an area of siding nearly feet by feet in totalI love their windows, I love their warranties and over all the detailed craftsmanship with their siding work is definitely worth mentioningBut this particular store is exceedingly difficult to work with when there are ANY issues, and considering the amount of work they have done for me it should be expected there would be some issues, sadly those issues consistently have been a struggle to resolve. This last one was simply the straw that broke the camels backRegrettably, as I continue to expand my business in the Clearfield county area I will be looking else where for windows and sidingRather than capitulate and try to retain me as a valued customer they insult me by suggesting they did "extra" workExtra work would have been to side under the deck on the left side and offer to put in an access door, then they could have sent a fruit basket and an apology.Thank you Revdex.com for being available as a service to protect consumers, I am grateful
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.Regards,*** ***

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
Dear Ms***, I have received Window World's response and am, once again, rejecting itFirst, let me apologize for my mistake on recalling what I wrote on the June 27th invoice. I knew I made a note to indicate that the job was not completed at that time. I thought I wrote "less stone work" I see that I just made note that the window was replaced and completed. This was my way of noting that it still was not a completed project. The stone work was still not finishedAs far as the tree being really trimmed. It was. I did mention that in my original complaint on May 22nd; however, I have not mentioned it since that time. I was not asking for any monetary reimbursement of that. I simply mentioned it because I was unhappy that I was home for the entire project on the 19th and no one asked me if they could trim my tree. I came outside to see branches torn from the tree, not trimmed with an instrument, just broken off. I simply mentioned it because I felt that I should have been asked. I could have given them shearsIt was just a complaint as to the crew that was hereAs far as the wires that were left hanging, I will concede that not all the wires on that side of the house were appropriately fastened. However, I will state that the cable cord was not just freely hanging in the middle of my kitchen window when they arrived. When I spoke to Todd, the crew manager, a day or two after the May 22nd complaintHe even agreed that the crew left the wire hanging freely and said he would return to fasten it back on the house. I will also admit that I told him he didn't have to do that I was planning on having that area fixed anyway. Now however, since Window World is being so uncooperative and lying about the project, I will add that fee in tooI'm sure if I subpoena Todd to testify under oath, he will remember this conversation rather than perjure himselfAs far as the nails, please see the attached picture. That is the 2nd bag of collected nails. I did not think this situation would take this turn so I just threw away the first bag that I collected. I don't see how Window World could deny leaving nails behindWhen I collected twice what you are seeing. Window World also stated that some of the nails they did collect were rusty. I am sure they were, since they removed old windows and shutters. I will concede those nails were probably rusty. However, does that mean they shouldn't have picked them up too? They were the ones who removed them and caused them to be on the ground. I believe they should have collected them as well. I'm sure that under oath Todd will also remember our conversation about the nails. He stated that he noticed a lot of nails laying around so he took the magnet to do a second collection. He also stated that the newer nails you are using are not as strong of a metal and the magnet will not pick them up. The crew needs to be more diligent in picking them upAs far as the nail in my tire, it was due to the crew leaving behind nails. I will apologize for accusing Window World of fraud, since they were able to produce the invoice. Ironically, I spoke to Paul before I responded last time and he assured me Ford would never release an invoice. I will be speaking to him again with this proof you provided meAs far as the "completely open window" please see attached pictures. They will show how the light from outside can be seen inside the house. Because there was a gap left the entire way around the front window. It left the light in. It left the bugs in. It left the air conditioning outWindow World seems stuck on the fact that the invoice says, "homeowner has stone." I have never denied thatI did have the stone, which Chad approved for usage. He then showed up at the job site and rejected its use. He also then took on the task of finding replacement stone. Again, I have e-mails ranging from May 22nd - July 26th, in which he claims looking at his local Home Depot for the stone and they didn't have itWhy would he be looking, if he wasn't responsible for it? Why in none of those e-mails did he state that it was my responsibility to find new stone? I will tell you why, because he took on the task of finding stone, once he verbally changed the contractHe only changed his response to me, once he saw my post on Pissedconsumer.com and found out I was already paid in full. That was the first he mentioned the stone being my responsibility to provideI'm sure if I subpoena Stephen to state that he took a picture of the existing stone, sent it to Chad and then spoke with Chad, on the phone while still at my house and Chad stated the stone was usable, he will remember that conversation rather than perjure himselfI, too, am sorry that this situation has arisen to this level. I am sorry that Window World does not care that they have a very unhappy customer. I am sorry that they are denying that Chad verbally changed the contract, on the day of the project. I am sorry that Window World is not an honest company and will do the right thing by simply completing the project. I have spoken to my attorney and he assures me that I do have a case against Window WorldI would hate to take that avenue, but if they do not agree to be an honest business and complete the work, I will be left with no other recourseMy suggestions for resolution stay the same1) Refund me $and I will take care of hiring someone to complete your project2) Come and complete the project3) I will hire someone to buy the stone, complete your project and you pay the contractor directly, whatever that cost would be Thank you, *** ***
Regards,
*** ***

RE: *** ** ***Customer Complaint #12240132Dear Ms***,We are in receipt today of your letter dated 7/5/Mr*** had been scheduled for the siding repair on 6/26/with an installerUnfortunately, the installer was unable to make it that dayMr*** has been re-scheduled for
this Monday, July 10, for the repairsWe called him today and left a voice message on his phone.If you have any further questions, please do not hesitate to contact me.Sincerely,Kathy O***, Controller

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hi ***Please see the attached video and pictures of your clients home.The water damage is not caused by our windows. It is a lack of roof/gutter and maintenance to her home. We installed her windows in 2014. In the pictures of her ceiling on the interior and exterior
you will see water is coming from the top roof down. Windows won't cause that. This is not our issue. I explained to the homeowner the she needed roof repair. Of course she told me I'm wrong. However we will not be fixing a problem that is not ours. Please remove the complaint for our records.We have been to her house several times in the past and explained it to her.Any questions please email.ThanksChadSent from my iPhone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and we are currently playing telephone tag.  I am hopeful that we can arrange a date and time to resolve the issue.
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.[redacted] (a) Revdex.comI signed the contract in Nov 2014 and the windows where installed in the begining of 2015 in the winter.When I showed Chad the living room trim on the eastside of the house he said that the plastic behind the trim has seperated. I showed him pictures of the holes in the caulking on top of window and he told me that it was my responsibility to maintain caulking on the windows. (I have never had to 'maintain" the caulking on the other previous windows from the other window company)When I showed him the video of the hole in the caulking above middle bay window on the westside of the house that show water seeping out again he told me about maintaining the caulking.When I first connected them they said it was my bay window roof that was causing the problem. I hired contractors to put 2 coat of industrial stength Liquid rubber on the bay roof. Yes it doesnt look pretty but it did the job.When I showed him the trim that is warped and leaking under middle bay window and asked why that window sticks out more than the other two, he told me that the wall thickness must have been different. It is not any different than the other two windows. That is why there is runoff that middle windowon the outside. Really who would make walls thickness two different sizes.When he went outside to look at the window he looked at the other companies window that I told him werent his and he said he wanted to see if they put them in the same way. He also stated they had seep holes and I said yes and said your are suppose to have them also becaues your salemans told me they did because I specifically ask form them and he said " No they dont use them because they are old techology"Then he said the problem was the shingled roof ontop of the house above bay roof. He said they where put on wrong. So he climbed up there and tried to put the shingles up and couldnt he stated " No they put the flashing on correctly"He said he found tiny holes that he would caulk and did caulk them above bay windows and stated that is was to wet for the caulking. He also said he found holes in the caulking of the other company window and wanted to caulk them and I told him No because that was not his responsibility. Hum, holes in their caulking and yet they never leaked.So I asked him about the wet insultion around the middle bay window was he going to do anything about it and he told me no that I was suppose to pull it out myself and stuff more insultion around the bottom of window.On that note I stated I didnt agree and he said goodbye and left.This is a mobile home and didnt come with rain spout because they put J strips around it to have the water run into it and away from the house.Yes they were here several times and only once fixed a hole in my back bedroom window caulking that leaked into my floor and warped it. But Chad said the floor was not his problem.So this is what I have been dealing with since the windows have been put in. What a waste of $5000.00Thanks for looking intomy concerns:[redacted]     
Donna Fabrizio I have sent Joyce a detail letter with pic and video

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
David [redacted]

RE: [redacted]Selling practices ID [redacted]Dear Ms. [redacted],We are in receipt of your letter dated December 2, 2017 regarding Ms. [redacted]'s complaint submitted on 11/27/17. The original install of windows was in November 2016. The window did not get capped that day due to the installers being...

unaware that the window was to be capped (it was a window that we did not replace). They had already packed up all their tools when they were informed. The window is in a location that is very high and difficult to access.There were tempered sashes for the attic that had to be taken back down by our service tech in December. He did not cap the window then because the roof was very steep and covered in ice.Due to the weather, the customer stated they would like to hold off until spring. In March, we had scheduled an installer to cap the window and to our knowledge it had been done. Her emails had gone to an email that does not take responses so we did not receive her emails.We contacted Ms. [redacted] today and the owner, Chad, will be stopping at her house.Sincerely,Window World of Altoona

ID [redacted] Dear Ms. [redacted]:We are in receipt of your letter dated 9/26/17 regarding Ms. [redacted]s complaints. We feel we have addressed the issues sufficiently. The contract had a charge on it for "Stone work & Octagon Vent", "Install stone work above (bay). H/O has stone" in the amount of $454.00. The customer did not provide the necessary stone. Per her copy of the email conversation with Chad, he looked at the local "Home Depot and they didn't have it." He asked Ms. [redacted] to check her local store.We are refunding her the amount charged on the contract for the stone work and octagon vent. Check #[redacted] has been issued for $454.00 and will be mailed out to her on Friday, September 29,2017. Please see attached copy of the check for your reference.Thb will be our final correspondence and are requesting that this Issue be closed. We paid her for two tires that had supposedly been ruined beyond repair by nails left in her driveway and we are refunding her the amount charged for the stone work.Sincerely,Window World of Altoona

RE: ID #[redacted] dated 6/21/2017[redacted]To Whom It May Concern:Attached is a copy of the letter that we received from you regarding our customer, [redacted]. The customer's screen was torn at installation. A service order was entered on 3/21/17 and replacement screens were sent out to the...

customer via Fedex on 6/7/17 and received at the customer's home on 6/8/17 (Fedex Tracking #[redacted]). Customer called that day and stated they were not the right screens. We re-ordered and sent out to customer Fedex again (Tracking #[redacted]) and that was delivered to customer on June 28, 2017.I spoke with Mr. [redacted] today and he stated that the screens he received last week were for the front window, not the garden window as was his request. In speaking with our service department, the garden window screens had been ordered, that's what was showing on the confirmation and shipping paper and since it came already boxed, it was sent to Mr. [redacted] without being opened.Since Mr. [redacted] stated that the wrong screens were sent, we did find that the correct screens were sent the end of June on the delivery truck. I have packaged them and they will be going out tomorrow Fedex (Tracking #[redacted]).If you need any further information, please do not hesitate to contact me.Kathy O[redacted], Controller

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.
There were serveral issues in the complaint. Window World has only addressed the issue of the siding, from my point of view if the underside of the deck was not to be included the sales person who did the walk through should have pointed this out. The salesman and I agreed the entire house was to be sided when we did the walk through. Once the deficiency was brought to the attention of the company they AGREED TO DO THE WORK if I would pay for the additional wood materials needed for the backing (as [redacted] stated). That would have been the end of the issue and no Revdex.com complaint would have been filed. However, Window World thus far has failed to uphold its committment to resolve the issue. Instead they have avoided contact and continually excuse themselves from doing the work they promised to do. As [redacted] and I accept there may have been a misunderstanding, however we made an agreement to bring the issue to resolution and months later my property is still in disrepair and I am paying $1,220.00 a month on a total of $19,000.00. It is beyond me why this company is being difficult rather than honoring the committment they made to resolve this issue. I also want the other issues in the complaint resolved. At this point the company has stalled for so long the weather will now further delay any construction. I intend to contact [redacted] and open a dispute to stop payment on this account until the issue is fully resolved. The company's responce did not commit to any completion date. Thier continued tactic of avoidance has made this project drag on and on. The property in question is a rental property, I hope this issue can be resolved before it affects my ability to list the property for rent as that would have a direct impact on my ability to conduct business.
Regards,
[redacted]

RE: [redacted] E. WolfCustomer Complaint #[redacted]Dear Ms. Edwards:We received your letter with Ms. [redacted]s response. I'm not sure where she wrote "less completion of stone work" because our paperwork it shows "Completed inside bay window and replaced damaged one" with her signature beside the note. Please see attached copy. This was a damaged frame that was discovered when the bay was unpacked. The damaged frame was re-ordered and this was completed 6/27/17. I do not see any note on any of our paperwork that states "less completion of stone work."As stated in the original response and listed on the contract previously sent to you, it was noted that the homeowner had the stone. The homeowner did not have the stone needed to replace above her window.As far as the wires that she had to have fixed, the wires were exposed when our installer went to do the job. They were left the way there were found.When Ms. [redacted] contacted Chad that she had to have two tires replaced, he said to pay it to satisfy the customer. After the check had been written and mailed, our controller did notice that her receipt was listed as a quote. We were just making sure that the tires had actually been purchased and we hadn't reimbursed someone for something they didn't actually purchase. So the company listed on the quote was called and asked if they could send us the actual invoice for our records. We stated who we were, why we were calling, and they sent the invoice to us. I don't believe that qualifies as fraud.Regarding her "completely open" window, that is not the case. When the dented bay window frame was replaced, the installer put in new extension jambs and casing. We were unaware of any completely open window.We are sorry that this situation has arisen. We installed the windows, replaced the dented frame and if the homeowner had had the stone necessary to replace above her window as was stated on the contract, it would have been also. We also replaced tires that we really don't feel were damaged due to nails left in her driveway from our job. Sincerely,Window World of Altoona, Inc.

Hi [redacted] This response to the [redacted] complaint.The project was complete months ago.  The Unfinished part that she is referring to is the bottom of her deck.  Please see attached photo.  This is not part of siding a house and was not in the contract.  That...

is why it wasn't done.  We talked to the homeowner and they agreed to pay for us to install siding on the deck.  Please remove this complaint it is invalid.  Thanks[redacted]

RE: [redacted]Customer Complaint #[redacted]Dear Ms. [redacted]: We received your letter dated 8/3/17 regarding [redacted]s complaint. Attached are copies of the contract showing a charge for the stone work and octagon vent for the stated amount and the salesman had noted that the homeowner had the...

stone ("H/O has stone") since that is what she told him the day of the sale. When the installer was there to put in the windows, Ms. [redacted] took him around back to a stone fence that she wanted him to break the stone off of the fence and use above the window. The installer told her he could not do that and even if he could, it wouldn't match.As far as leaving the house in disarray, I have also attached pictures that the installer took after the job was done. He also had gone around the house with his magnet that picks up nails and steel items as he does at his jobs. He had stated that he found several rustv nails alone with the ones from the job he had just done.Also attached is a copy of the signed Completion Certificate showing she was pleased with installers and the workmanship was satisfactory. I'm not sure what changed since then.The owner, Chad, has talked to the customer several times. We were not to supply the stone for above her window. She had also emailed that she had found three nails in her driveway, which she stated led to her having to get two new tires. She sent us an estimate for her two tires and we sent her a check for the amount she had on the form of $497.97 (see attached) and had noted was "Installed 6/6/17 and paid for by credit card". When I called to get an actual receipt from the garage, they sent me an invoice that showed she had four tires installed for a total of $783.16. In essence, she received each tire for just under $200, which means we paid her more than the actual amount for her two supposed damaged tires.Another complaint she had expressed was that the installers had "majorly" cut her tree at her bathroom window. As you can see from the pictures, I'm not sure to what she is referring. There was a garden light that was broken upon removal of the bay window. The installer had spoken to the customer about it when it happened and stated he would replace it.She was charged one amount for the install of the stone and octagon vent, but she is requesting a much higher amount back so that she can have someone else finish the stone. We will refund her the amount charged for the stone work above the window minus the amount we overpaid her for her two tires.Then we will be "both finished with each other."Sincerely,Window World of Altoona

RE: [redacted]Customer Service issues ID [redacted]Dear Ms. [redacted],We received your letter dated November 14,2017 with the information from Mr. [redacted]. When he had the roof installed, the installer also did the spouting. Due to a roll down on the roof that was part of the original roof, the...

roofers had to build up the one side, hence the different levels. The gutter was installed level across the front of the house, but due to the difference in the height, we believe the customer wanted the gutters moved up. We called the customer Friday, November 17,2017 and left a message to have the matter taken care of. I emailed Mr. [redacted] today, Tuesday, November 21, 2017.We have spoken with the installer and he stated that he had discussed this with Chad and he did forget to go back out and fix this for the customer. As soon as we hear back from Mr. [redacted], we will have this scheduled and corrected,Sincerely, Window World of Altoona

Hi [redacted] The extra work is complete.   The reason the phone box wasn't reinstalled on the house is because its disconnected from the pole. It isn't any good it should be thrown out.   Job is done.Thanks

Dear [redacted]:
This letter Is in response to a complaint that window World of Duncansville received concerning the purchase and installation of windows and doors. The complaint was.assigned ' the ID of 10178543.
Windows and doors were purchased and installed on July...

15, 2014. At the time of installation, several issues were noted. Parts had to be ordered (patio doorscreen and double hung bottom sash) and manufactured. Parts are now in and ready for replacement The manufacture of the Patio Door was contacted regarding the operating panel hitting on the blind openers. 
Window World has scheduled an appointment with the homeowner for September 4, 2014 to have the parts replaced. The door manufacture is working with the homeowner to resolve the hardware that is hitting the operating panel. Parts for the door will be in on August 22, 2014 and an appointment will be scheduled as soon as possible.
Please be assured, that all issues will be. resolved for this homeowner as soon as possible.
Regards,
 
[redacted]
Window World