Window World of DC Inc

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. For the garden window - we believe that the whole issue was caused by the company failure to consistently manage the project and inform the installers crew of the project specifics.We would like to request that the company sends an installer's crew to install the garden windows accompanied with a knowledgeable manager aware of the project and capable of resolving issues on the spot.We would also like to know what will the next steps be.Should we contact Window World of DC directly, or should we expect the company to contact us?
Regards,
*** ***

*** *** has also chosen to contact the Virginia Attorney General, so at this time we will not be responding to any Revdex.com requestsThank you

I spoke with *** *** this morning and we are truly sorry for any
lack of communication and the delay in receiving his windowWe make it our goal to perform installation approximately to weeks as the contract states but as the contract also states, sometimes things come up that are beyond
our control which prevent that to week ETA from being met*** *** was given an Estimated Time of Arrival which he did quote but
due to the holiday season being here, we were unable to meet that ETANobody at window world ever intentionally deceive a
customer and we pride ourselves on being ranked #by ** ***
*** *** is correct when he states he is past the day cancellation
point but we made an exception in his
case and refunded his deposit todayIt should appear on his credit card
within to business daysThank you

We
were onsite this past Sunday and determined that we needed to order new parts
Once we receive the parts, we will return and installI am also not aware of any manufacturing defects but will certainly look into that possibility

I'd like to apologize for the amount of time it has taken but sometimes the building of custom windows can take longer than anticipated as noted on the back of the
contractWe do our best to meet that to week time frame but sometimes extra time is neededWe also understand the ***'s do not want an alternate color and we will gladly refund the deposit on the storm door and entry door. We do however, not agree with the garden windowThere is no reason this window cannot be installed and be structurally sound since it is the proper size and construction for the openingWe would like to install this window as the contract states as we see nothing wrong with it based on all information provided

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.
For the garden window - we believe that the whole issue was caused by the company failure to consistently manage the project and inform the installers crew of the project specifics.We would like to request that the company sends an installer's crew to install the garden windows accompanied with a knowledgeable manager aware of the project and capable of resolving issues on the spot.We would also like to know what will the next steps be.Should we contact Window World of DC directly, or should we expect the company to contact us?
Regards,
*** ***

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. I agree with the facts that the business has provided. I understand (and wrote in my complaint) that we had not ordered full screens. My complaint was that we were never told that half screens were standard. This was our first time ordering windows and believe that Window World should (and has) accepted partial blame for neglecting to mention that we would need to check the full screens box. If you looked at the contract, it may give the impression that you could order full screens by themselves (for example if you already had windows and were choosing to add screens after the fact). I did not know that we had to check this for our order. Window World and I have come to an agreement that we will pay for the screens (because we would have payed for them up front if we knew we needed them) and Window World will come out to kindly install them for free (because it would have all been done under one installation fee if we had known). Thank you to the Revdex.com for coordinating this resolution
Regards,
Sarah ***

","sans-serif">We
were onsite this past Sunday and determined that we needed to order new parts
Once we receive the parts, we will return and installI am also not aware of any manufacturing defects but will certainly look into that possibility

*** ***,We have tried several times to resolve this with you and unfortunately we can't agree on a resolutionAs you have stated, there are separate contracts but only one valid oneThe first contract was for windows, which was cancelledThe 2nd contract for windows which was
ordered, and then a 3rd contract which was to replace the 2nd contract arrived after the 2nd contract was orderedAs the contract states, From time to time, windows come in that don't fit properly or have a factory defectWindow World of DC, Inc will re-order at no cost to the customer but the customer is not entitled to any refund or discount, nor will Window World of DC, Incbe responsible for any missed work days the homeowner may incurWe certainly understand your frustration but there has been no disrespect by Window WorldYou have called here since the very onset threatening to cancelI was also the recipient of a curse laden tongue lashing simply for taking your callWe have offered solutions but what you are requesting is not possible and we think it is best to cancel the contract and refund your money if you find this agreeableWe will not be held hostage and give you complementary windows, installation, or delivery because the specs of this project keep changingSincerely, Duane M*** Operations Manager###-###-####

Reference our complaint with Window World of DC our check for $arrived today, thanks again for your help,
[redacted] and [redacted]
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[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  It is a very cheap but no respect company
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Mr.  M[redacted] did not offer any compensation. I had to ask for it. He did not address my concerns about having a signed document where I agreed to the terms and did not to my knowledge speak with his [redacted] connections about the payment plan issues.Additionally Mr. M[redacted] asked me to immediately withdraw my complaint with Revdex.com so that he "wouldn't have to do a lot of paperwork"--but that also meant the complaint would vanish, so to speak. I am also concerned that the deposit that Mr. M[redacted] mentions actually appeared in my account on September 29, not as a current transaction.  I do not know how it's even possible: to backdate a deposit but the intent was to give the impression this was some matter with the initial billing, back on that date,  as  "other credit."   I think this activity clearly demonstrates the intention to keep their rating "clean" by asking me to withdraw the complaint and by backdating the compensation. It is not fair to true A++ companies who do the right thing for another company to make serious omissions in paperwork, send out untrained individuals and not monitor their work and make the consumer chase them down. Clearly, Mr. M[redacted] thought he had "bought" his way out of the problem, so he could dismiss the unsigned paperwork-- so I had NO idea what the terms of the agreement were, apart from what the salesperson said. I had to make the payment, as I noted, for my credit's sake, but these were not the terms I agreed to. I'm certain Mr.M[redacted] never went back to [redacted] with my other questions and, finally, his repeatedly broken promises to call me FOR SURE and I SWEAR on given days. The only reason he did call me was I'd sent an email with Attorney General's Consumer Complaint Office.This company will only respond if you chase them down and threaten to report them. This company--at least Mr. M[redacted]--wants to pay you and consider that all that's needed and requests you to drop the complaint.We cannot go back in time, so this complaint cannot ever be "resolved." I'm paying on a plan I never saw and never agreed to. Mr. M[redacted] admitted there were mistakes but only offered compensation for my time and trouble after I requested it.--but then backdated it (I have the records of that) to hide that it was not just a "credit" but money given to a customer whose business had been mishandled. People should be aware of these business practices so they can make informed choices and also to know what they must do to make sure they do not accept anyone's word at Window World without getting everything in writing, in advance,, and realize they will have a frustrating time getting information and even their own documents. I respectfully request that my complaint go on record as "unresolved."  This was not a case of simply replacing a bad appliance or a refund for a purchase.  I was influenced by the Revdex.com rating but now I see how they got it, and I'm less inclined to trust Revdex.com if Window World gets a "resolved" stamp of approval from you.
Regards,
[redacted]

We are currently trying to reach you so we can schedule someone to come out and take look. Please call our office at ###-###-####Thank you,Window World of DC

Please find enclosed the contract for nine
windows and 1 patio door for [redacted].   Please note that on top of the contract it states
that the customer will be cutting out the opening for the patio door.  When we went to install the windows in June
the opening for the patio door was not ready. 
He asked the installation team to cut the windows but they refused since
he was responsible for the opening.  Also we did not know the status of the permit for changing the windows to a patio door. On
this date he paid $2,000.00 of his $2,260.00 balance.   He did not call back when he had the opening
ready and request the installation of the door. 
We did not know that the door was installed until his email on June 13,
2014.  We credited his account $150.00
for the exterior trim labor and materials and $110.00 for Window World not
installing the patio door.   He did not pay the $150.00 for the trim;
therefore, there is nothing to refund.

I reject this response from Window World because they fail to take responsibility for their incompetence both in terms of service delivery and communication.
Yes, there were three contracts... none of which were ever concomitant or fulfilled dur to Window World's inability to [1] effectively communicate internally - salesperson, measurer, production - and [2] and deliver.
The first contract specifications could not be produced by Window World's factory. Why the salesperson did not know what the specs could be, I don't know. Indeed, even when the measurer and was speaking with the salesperson they had different understandings of what was and was not possible.
The second contract was fouled up between the salesperson, measurer and others at Window World. I have no idea how weeks after the order they somehow did not know what the number of windows were and how many there should be. Amazing. Had to do up the third contract.
The contract they could not deliver despite having set an install date and not keeping it. Not only did they not keep it, they never contacted me in anyway -- phone, fax, email, telegram -- letting me that they were not going to show up. This despite the fact that I did all I could to keep my end of the deal which meant making sure that I left work in the Philippines to come back on 15 May (Friday) for the install date of 16 May. Again, they did not show up nor show me the courtesy of letting me know. I even called them that Friday to confirm the date and was told that I would be contacted that evening. No one called. On Saturday no one came to the house, called me OR answered my calls. Professionalism at its finest.
The icing on Window World's incompetence cake was when I finally was able to talk to the fellow from Window World who responded to my original Revdex.com complaint. Even then, after speaking with several senior managers, he admitted that he could not tell me what the correct order was. What?
I have already outlined the story. We were on contract number 3. The first two were done for different reasons.
So in effect, this guy and his team of professionals, was telling me yet again that they screwed up the third contract and we'd have to do another one.
It was I who told them that they should cancel the whole thing with full and transparent intentions of reporting them to Revdex.com. He agreed, as did his boss, and all was cancelled.
This whole thing has cost me time, money, frustration, etc.... working on 3 months now.
Do not work with Window World.
I never expected them to make good on my complaint. Indeed, even the response provided shifts blame to me or at least does not squarely put it on them. It is somehow my fault that the contracts in question are like Chinese Whispers for these folks. Customer says one thing, salesperson hears/says another and it continues all the way to production.
Unbelievable.
Tongue lashing? You deserve a law suit... but I have no more time to deal with you or this. Off to find a better outfit and get this job done.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because: Window World said they are totally honest with us. The true is they continue lying in their response.
We would like to restate the facts and our position:
Window World is lying about the term of “180 days”
Our signed contract doesn’t have term of “180 days”. Window World sale representatives promised us window would be installed in 4 weeks, and the window world website promises “within 4-8 weeks”. Window World website screen shot is attached. We start to suspect Window World sale representative had deliberately taken out the term (if it presented), when he asked us to sign the contract. A copy of signed contract is attached. Window World told customer something when they want business, while said different thing after they got it. Is this an honest behavior? Who would sign the contract with Window World, if they told the customer that the project may take 180 days to complete? At least, WE DON”T!
On Nov 6, almost 5 months from contract date, Window World did not have all windows ready for installation and the windows were not correct.
Window World contacted us several times to schedule installation of partial windows. They sometimes said two windows and sometimes said three. Each time Window World staffs were not clear how many windows remained to be installed. We refused installation because we wanted all remaining windows to be installed at once. Window World is not going to compensate our missing working days. How many working days you want us to miss in order to get all windows installed? These were stated clearly in our previous response. However, Window World tried to manipulate our statement and made it sound like the 6 windows were ready for installation for a long time and we refused to install them. In his email on Nov 6 (attached) Gregory Panek (Window World production manager) wrote “I would like to wait to set a definite install date until all of your product is here and correct before we set an install date ”. it is very clear that at the least on Nov 6,  Window World still did not have 6 windows ready for installation, and the windows were not correct. From The contract date June 10 to Nov 6, it is almost 5 months. Window World not only denied their mistake in massing up the window count; but also tried to put the blame on us by saying we did not  allow installation. Is this an honest behavior?
Window World is not competent in their business, and we have concern if they have the capability to complete the project
Here are the problems with our windows: 2 double hung windows were misplaced by 2 single hung; 2 windows did not fit; 1 window got wrong shape and size (arch) and one window with defect grid. On 10/1/2014 Window World called us to set schedule installing the windows, but on 10/5/2014 they called us to cancel the installation and said they got wrong measurement again. Are we supposed to bear the financial loss again and again due to the mistake window World made ?
How much financial loss do we have due to delay of window project?
We cannot put house to market for sale or rent and lose money $2000 per month in average. We cannot remodel or decorate the house (curtain and painting). From summer to winter for 5 months some of our window were only temporally covered, which lead to high energy cost. Our window installation was delayed at the least for 3 months even if we take “8 weeks” from the promise given by Window World on their website (not considering  promise of ‘4 weeks” given to us by Window World sale representative) . Does Window World believe the $250 compensation for us is acceptable?
Our position:
We welcome Window World come to install the remaining 6 windows under the condition that they give us reasonable reimbursement to cover our loss due to their mistake and delay. We also want to revise the contract with clear term about the consequence of further delay by Window World if it occurs. We sincerely hope this issue can be resolved between Window World and us, However, by far we have not seen any genuineness of Window World in resolving this issue. If Window World continues misleading people by providing false statement, we will not respond again and will seek legal solution to the issue.
Regards,[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:  We are not the one to violated the contract it is this company who did so fully knowing they never wanted to install windows. This company has violated the contract and must be as such called out for doing so.  The Company for many months has given us a runaround when they had no intention of installing the windows and as such we had to contact [redacted] to put hold on the advance until the company is forced to in writing respond to their contract violation which is under process now.  
As sent to you earlier only once the company installs the windows now will they be paid else they will be taken action against.  Evidence of their 2013 payment invoice showing no payment is due was sent to you.   After three years if this company wants to make us responsible for their lack of process its not acceptable.  We still do not mind paying but we will release payment now once windows are installed else we will let DPOR take action.
Revdex.com needs to mark this complaint as unresolved and notate that on the vendor records.
Sincerely,
[redacted]

Window World is now trying to measure/install one simple window for the third time. After messing up a simple 15 window count on my house, the process got delayed and the sales person has to come in again AFTER two people from the measuring where already in the house.
The crew show up four weeks ago with one wrong window. A job half done, missing one window in the house.
Right now, the crew showed up again, and again with the wrong window. I even stored some of their materials in the past four week to make it easier to fix the problem.
I gave the company 5 days to fix the problem. After that I will file a complaint. They pride themselves on customer services - nothing experienced so far.
The windows are ok, although for replacement windows they have a much wider frame and reducing the amount on window area - thus making the window smaller than my previous replacement windows.

I'd like to apologize for the amount of time it has taken but sometimes the building of custom windows can take longer than anticipated as noted on the back of the contract. We do our best to meet that 4 to 6 week time frame but sometimes extra time is needed. We also understand the [redacted]'s do...

not want an alternate color and we will gladly refund the deposit on the storm door and entry door.  We do however, not agree with the garden window. There is no reason this window cannot be installed and be structurally sound since it is the proper size and construction for the opening. We would like to install this window as the contract states as we see nothing wrong with it based on all information provided.

The customers products are installed. We consider this matter to rectified with the customer.