Window World Of Altoona, Inc.

Review: I had windows put by this company and since they put them in they have leaked. I have connected them are least 3 times about it and they still leak. Since they have not fixed the problem water is in my walls and is bowing them out which has gone on to the carpet and ruined my floorDesired Settlement: To fix leaks, fix all the damaged cause by it leaking. Fix Walls,floor,carpet,ceiling

Business

Response:

Hi [redacted]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

Consumer

Response:

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.

Review: COPY OF LETTER SENT TO WINDOW WORLD OWNER: On September 11, 2014, we placed an order for a window replacement with your salesman, [redacted]. We gave him our credit card check No. [redacted] in the amount of $425.00 as a down payment on the job. He informed us the window would be installed in approximately six to eight weeks. On January 15, 2015, your office informed me that the window was still out several weeks. In the meantime, [redacted] submitted their check to cover the insurance portion of $350.00 with a notation for the check to be presented for payment within 60 days of the date of the check, which was September 19, 2014. Therefore, you had our monies in your possession for seven months before we ever saw the window.Included in the $850.00 quotation was $300.00 to have custom exterior trim installed on two window frames. This item never happened. If you take the above amounts into consideration, less the balance that was due, a refund of $225.00 is due us.Your salesman told us your service personnel could fix a minor problem with one of our sunroom doors. I gave them two door rollers, one new, one used, as samples which to date have not been returned; and your people did not repair the door. In order to get my refund on the roller I need to get it back to The [redacted] before May 10, 2015. Another contractor had to be hired to get the door back on track.I need to have the roller in my possession immediately; or you can include the purchase price of $12.26 along with the $225.00 return mentioned above.Total Estimate $850.00Less Window Frames 300.00Job Amount $550.00Payments:Credit card check 425.00[redacted] check 350.00Total payments $775.00Refund Due$225.00Door Roller 12.26Total Due US$237.26Desired Settlement: Refund in the amount of $237.26. Details shown above.

Consumer

Response:

[redacted] 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.

Review: THEY REPLACED WINDOWS AND DOORS A MONTH AGO AND BROKE ONE OF MY WINDOWS AND NEVER PUT A SCREEN DOOR ON THE SLIDING DOOR TOP WINDOW FALL WHEN YOU OPEN WINDOWS AND BACK DOOR WAS TO BE OPENED WITH A FINGER AND YOU CANT DOORS HIT BLIND OPENERS BECAUSE THEY NEVER SET THE STOPS RIGHT I THINK THEY SOLD ME JUNK AND RIPED ME OFF BUT THEY SURELY TOOK THERE MONEY IN A HURRY AND THEY TOLD ME IT WOULD TAKE TWO WEEK TO GET THE STUFF AND SET WHEN THEY WERE GOING TO COME TO DO THE WORK ONE MONTH LATER NOTHINGDesired Settlement: FOR THE AGGRAVATION DISCOUNT ON THE WORK THEY DID AND FIX THE STUFF THAT IS BROKE AND IF THE DISCOUNT DONT WORK I WOULD TAKE FREE FRONT DOOR

Business

Response:

We were extremely happy with the whole experience with Window World of Altoona. We have a double wide mobile home that needed replacement windows, and it is a lot more work than regular house windows. Our son-in-law works for them, so we went by his recommendation. We are not sorry. They are priced right, installed by a professional, love the look and ease of operation. What more can I say. I can't wait to see how our fuel bill this winter will be affected. Thank you Chad, and Justin.

Review: Window World sent group of installers on freezing cold, windy and snowy day to install then with workers installing below standard normal installing expectations. Windows were installed even with the drywall thus not leaving the window seal to be used. The caulking was thrown on so unevenly with the appearance of windows very bad. Following installation of windows had severe leaking from several windows contacting them and sending pictures of the water leaking through the windows and company never servicing this defect. Upon my hiring of contractors this spring to complete trim/seals was informed that windows were incorrect then with me needing to have supports placed beneath pending window seals to be completed. I contacted Window World for them to be installed correctly with them questioning me "why did it take me 2 years to figure this out?" I am not a construction worker but paid this company more than $14,000 (13 windows and 2 doors) to have windows installed correctly. I didn't know I had to be a contractor too to ensure they were installed correctly. I also chose this company and paid more because they presented their sale /guarantee as 100% coverage/backed by the [redacted] seal. I am asking for your help because I am investing in my home and now find out from a reputable contractor that these windows were installed incorrectly- "never seen anything like this"- "have to build supports to hold/brace seals to in order for them to be installed. there were window seals with the old windows. Thank You very much for your time/assistance. Thank You.Desired Settlement: I would like for the Window World company to come back and move the windows to the standard/proper placement for windows in a home. Moved out to where the original windows were.

Business

Response:

Review: In early November 2014 Window World installed siding on a property I own. They removed a bathroom vent pipe in preparation to finish the siding on the bottom back of the house, they left the materials in the yard and never came back to finish the job. They also did not put back the electric wires on the side of the house, put a hole in the deck and left ruts in the yard where they put their vehicles. They were contacted at least once per week via phone asking when they were going to finish the work. the job was contracted for the entire house and they left this area unfinished.They sent out the sales man to inspect what was not finished and he said they would finish the job. They promised the siding crew would be out as soon as they finished another job they were on. This excuse continued week after week. One week before Christmas they told me they were scheduled to come out, they did not show and I never received a call back to tell me when again they were to come. It is now January 1015 and they still have not finished the siding, the materials are still laying in the yard with the snow and rain ( I had to bring in the roll insulation so the weather did not ruin it)and no one has called. They billed on the job and were paid in November. I have pictures showing the unfinished work that I can provide.Desired Settlement: I want them to finish the job . Finish the siding at the back of house , put the vent pipe back in place, replace the plank of decking, secure the electric back to the house and fix the ruts in the grass.

Business

Response:

Review: When windows were installed two were broke, one visibly, the other was more of a mechanical error. The installer told me he was ordering a new window for the visibly broke one, but didn't. The other broken window would not shut and lock. A week after I called and complained, they sent a person to fix the windows, in which the first one with the broken glass he did, but the second one he said could not be fixed and had to have a new one ordered. I told winow world I would not Pay full price, and they saidwe would adjust the Billing after the problem was resolved. Their technician said the new window would be two weeks. That was two months ago, they have billed my credit card for the full amount and still have yet to fix the second window.Desired Settlement: Window replaced and discounted bill.

Business

Response:

This letter is in response to a complaint that Window World of Altoona received concerning [redacted].

Review: We have purchased two windows for our Laundry room from window world in March 2010 and then purchased 4 more windows for two bedrooms in April 2013. The windows in our laundry room the child safety latch had broken and the windows always don't latch properly. And the windows in the two bedrooms the screens are coming out. When they put the windows in they put the one of the windows upside down and my husband [redacted] had to fix it. I wasnt happy with the windows but I dealt with it. My husband called Window world in Altoona, Pa on 9/19/2013 and the lady he spoke with was going to open up a claim. Two weeks later she called to set up a time for someone to come and look at the windows. Which was October 8th the time frame was 12:30pm- 2:30pm and I had called the day of to confirm the appt and the lady I spoke with said they were to be here around 1:00 p.m. I waited until 4:30p.m. and no one showed up or even called. Then I had called the Corporate office on October 9th and left a message for the customer relations dept and left a message for Troy he did call me back and I called him to following day and explanied everything to him and he was gonna contact the owner and the owner was to contact me and never did. I'm a very UNHAPPY customer. I will NEVER buy windows from Window world again!!!!! Thank you.Desired Settlement: I would like all windows replaced. If they don't want to replace them I will hire an attorney!!!

Business

Response:

Service Technician went to site and repaired the screen & safety latches. At the appointment, he found 3 sashes that need replaced. An order was placed for those parts. Another appointment is tentatively scheduled for 11/7/13. The homeowner was not notified of that appointment yet pending the parts coming in on time. [redacted]

Business

Response:

October 17, 2013

Dear [redacted]:

This letter is in response to a complaint that Window World of Altoona received concerning [redacted] & [redacted]. The complaint was assigned the ID of [redacted].

The [redacted]s purchased windows from Window World which were installed on May 22, 2013. After the installation, a comment questionnaire was received stating all positive comments.

On September 20, 2013 a call was received from the [redacted]'s stating that there were service issues. A claim was opened and an appointment was scheduled for October 8, 2013 between 12:30-2:30. The Service Technician was running late. When he finally arrived, there was no one home.

Several messages were left at the homeowner's home and cell phone to try to schedule an appointment for October 21st. When Mrs. [redacted] was reached, she declined to set an appointment and hung up the phone.

Although customer service is a high priority to us here at Window World, we must also take into consideration that issues can arise earlier in the day which runs the Service Technician behind the rest of the day.

[redacted] Window World