Window World of DC Inc

[redacted] As far as I am aware, this was resolved back on 10/23/15 after our phone conversation and email exchanges. We even extended you a credit of $150.00 instead of the $130.00 you are asking for. I emailed you the refund receipt right after our phone conversation to j[redacted].com...

time stamped Fri 10/23/2015 6:32 PM.  I have attached a copy of the refund receipt that was in that email. I ask that this matter be closed since this was resolved 2 weeks ago and before the complaint was opened. Sincerely,Duane M[redacted]Corporate Operations ManagerWindow World of DCWindow World of Central ValleyWindow World of WinchesterWindow World of Fresno###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I have a scheduled...

date for Window World to come to my home. I do not consider this complaint resolved until they actually come to my home and fix the problem.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I...

have a scheduled date for Window World to come to my home. I do not consider this complaint resolved until they actually come to my home and fix the problem.
Regards,
[redacted]

We contacted Window World with regard to replacement windows. On September 1, 2015 a representative came to our home and explained/displayed the product. We placed an order and paid a deposit of ½ of the cost.
On September 11 a representative was to come to our home to measure the windows. The representative was four hours late for the appointment, and then spent just a matter of minutes measuring.
On October 5 the windows were to be installed. When the lead installer got out of the truck he said “I can tell you right now that these windows are not going to fit. The wrong size was ordered.” He re-measured and left with the wrong-sized windows.
We called Window World that day, and the next day, and the next day, trying to get an assurance that our re-order had been placed. It was on the afternoon of the third day before we received a call-back. Over the course of the next nearly two months we contacted Window World, trying to learn the status of our order.
Finally, our windows were scheduled to be installed on December 4. But on December 2 we received a phone call saying that a mistake had been made…the crew was overbooked for December 4, and so would not be able to do our installation. Really? Arrangements were made for another crew to install the windows on December 3, 2015.
We do not have a problem with the Window World product (up to this point). However, we have found their customer service to be some of the worst that we have ever experienced.

My response to Window Worlds response is;1.  I accept Window Worlds offer to cancel the remaining portion of the contract.2.  My complaint about their poor service, misrepresentation, and request for a refund on the deposit stands.On 2/18/15 I emailed Dustin S[redacted] of Window World the following.On Feb 18, 2015, at 9:57 AM, [redacted] <[redacted].com> wrote:
"If I email you the dimension of the glass area of my windows
along with the frame dimensions, which I think you already have, can you tell
me what the glass dimensions of your replacement window will be"?He responded with a series of emailed photo's (below) O/A 2/18/15 and his text can be seen below."Sure, here is a measurement of a picture window. About 2 1/4 max, from the outside frame to glass. You don't loose much on a picture window going from wood to vinyl on a picture window.  Even on your double hungs,  It's not really noticeable; given the size of your windows."  Dustin S[redacted]Window WorldWashington D.C. Maryland VirginiaWindow World never answered my question about how much glass area there would be on their replacement windows. Instead they answered by stating in an email  "It's not really noticeable; given the size of your windows".   Rather they provided me with a photo (above) with a dimension that is close to the windows they were replacing.  Windows World represents themselves as the professionals in this market and they measured my windows, including the frames.  They knew the finished glass size was an issue and the replacement windows needed to match the older remaining windows in the room.They showed up with windows that did not represent their verbal or emailed statements and made no attempt to resolve the issue in a timely or professional manner.For the record Window World's speculation as to my motivations could not be more wrong.  [redacted] Glass was not contacted until 12/18/15 after repeated messages were left with the Chantilly Manager and he never returned my calls or emails in an attempt to resolve this matter.  [redacted] showed up on 12/23/15 for provide an estimate, was immediately clear about what their replacement window would look like, and replaced the windows on 2/26/16.  Never during that time or any other time did the Chantilly Manager take return my calls.  In their view they had their money and didn't care if I was happy or not.I filed two complaints with [redacted] related to failed delivery.  [redacted] is a reputable company focused on customer satisfaction.  As of today, [redacted] is stilling investigating the second complaint. Lastly is should be noted that Window World never provided my with the terms of cancellation as required by Virginia State Law so it was never clear to me when or how I could cancel the contract without penalty.  This in itself is a violation of State Law by Window World.
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Terrible experience with this company. We live in a home built in the 1960's and we have window unit air conditioners. We spoke at great length with the sales man, Arthur, when he was here about the window units as our install is in the Summer months. He said not to worry that we could stick the AC back in the window as soon as it was installed. He even went on to offer that if we paid "his guys" cash they could build brackets that we could set the AC units on. Installer is here and informed us we could not in fact put the units back in immediately because the caulk needs 24 hours to dry. It is 105 degrees outside right now. We called the office and the District Manager Scott called us back. He said that the AC units are our problem and that they are obsolete and Window World doesn't make their product to fit window unit AC's. We countered with your salesman Arthur saw what we are working with and sold us this product anyway, the manager Scott's answer... I will have Arthur call you. Still waiting for Arthur to call us. I repeat it is 105 degrees outside and we have no AC due to a salesman neglecting to inform us that our window units will not fit in their windows.

[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:
Your contract front and back clearly states: “Homeowner will
be present when work is done and also inspect, sign completion form and pay the
balance at the time of completion of the job”. 
Your installers abruptly quit before finishing, did not present a
completion form, said they were not coming back to complete the job, and didn’t
come back. 
You would need to supply a copy of the signed completion
form to substantiate your claim, but you do not have it. You did not live up to
your own contract in terms of installation or procedure regarding the
completion form.  The contract does state
that work would be complete within 180 days and I specifically asked the
salesman about that.  He said to not
worry about that, the work would be completed in two weeks. So that is an
intentional misrepresentation which amounts to false advertising and an unfair
sales practice designed to mislead consumers. 
If your salesman had said that it would take up to 180 days to complete
the work I would never have signed your contract and certainly would have
chosen another company.
I had to get the job completed immediately on 6/3/15 to
protect my investment in the newly constructed bedroom in my basement which
would have been flooded during the heavy rains at that time. The Whisonant Co that you mentioned was called
to complete the gutter spout but stated that his gutters did not fit
yours.  I was told I could cancel if you
came back, but you didn’t, and you didn’t respond to my calls.   In fact, there was no response from you until
8/5/15 responding to the complaint I sent to the Revdex.com (Revdex.com)
about your incomplete job.  Even then,
there was no mention of why the job had not been completed, and why your
installers did not comply with your contract. 
The fact that you never attempted to respond to my calls or come back
and complete the work after two months demonstrates that you had no intention
of doing it. Therefore, I am due my
deposit on the job your installers didn’t complete. 
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:
1. Window World has not been honest with us and even now they still try to cover up the truth. I would like to point out some facts:
a. Window world said "We have tried several times to get this resolved but the customer is refusing to allow us to install the product they purchased." Window World called us three to four times to schedule a window installation. First time they said we have 3 windows remaining, they would like to come to installed them. We told them the number of the windows is not correct, we have six window remaining and we would like to have all six remaining window installed all at the once. Window World staff said they would go back to check to make sure the number is correct. After two weeks another two calls from Window World trying to install two windows and again we wanted them to find out exactly how many windows remained and we want them to be installed all at once. Finally last week Window World production manager said the six windows would arrive on Nov 14. However, in their response to Revdex.com yesterday, Window world wrote "Of the 5 windows in question, 3 windows arrived to our warehouse on 10/24/14 and the remaining 2 arrived 11/7/14." Now again, six windows become 5 windows. They cannot even make the number straight, how can we discuss about installation?
b. Window World said: in the contract it clearly states” Since this contract calls for customer made-to-order goods, it is not subject to cancellation, except as stated on this contract. Start of installation will be approximately 4 to 6 weeks from date of this contract, with work complete within 180 days” and "From time to time, windows come in that don't fit properly or have a factory defect. Window 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, Inc. be responsible for any missed work days the homeowner may incur." These terms mean that customer will absorb all the loss due to delayed work from Window World, while Window World  don't need to take any responsbility for their fault. These terms are extramlly unfair to costomers. The truth is the sale representative Lee Cook never showed us these terms. This is the first time we read about it. We still have the email Lee Cook sending us the contract. There are only two pages in the contract and nowhere the words above can be found. Obviously, Window World took those terms out on purpose with intention of making customer sign the contract without reading those unfair terms. Lee cook told us the windows would be installed in 4 weeks. Window World official website clearly states that the window will be installed in 4-8 weeks.  Why the terms above are so different from what Window World advertise on the web? This is not an honest business practice. I will advise every potential Window World customers be careful about the trick they play.
2. It is outrage to read about what Window World wrote: “From 8/6/14, [redacted] has been enjoying and using 31 of the 36 custom windows without making payment for the windows he is currently in possession of”. We don’t enjoy any bit of it. There are big holes in one of my window, because the window measurement is not correct. All the windows we ordered are double hung, but there came two single hung windows. We cannot turn on the AC in summary being afraid of big energy cost. I would like to ask  whoever responsed in behalf of Window World: are you enjoying wearing a new cloth with a big hole on it? Are you going to pay a pant if it only has one leg? Of course you will get another leg after half year. You will say "yes" won't you?  
3. Our loss due to delay of project include energy loss, cost of 2-3 month rent, etc.  $250 compensation is not enough to cover these losses.  We request a compensation of $3000, and also a clear statement in the contract for a compensation of $1000 for delay of every additional month from now on.
Regards,[redacted]

My response to Window Worlds response is;
1.  I accept Window Worlds offer to cancel the remaining portion of the contract.
2.  My complaint about their poor service, misrepresentation, and request for a refund on the deposit stands.
On 2/18/15 I emailed Dustin S[redacted] of Window World the following.
On Feb 18, 2015, at 9:57 AM, [redacted] <[redacted]@[redacted].com> wrote:
"If I email you the dimension of the glass area of my windows
along with the frame dimensions, which I think you already have, can you tell
me what the glass dimensions of your replacement window will be"?He responded with a series of emailed photo's (below) O/A 2/18/15 and his text can be seen below."Sure, here is a measurement of a picture window. About 2 1/4 max, from the outside frame to glass. You don't loose much on a picture window going from wood to vinyl on a picture window.  Even on your double hungs,  It's not really noticeable; given the size of your windows."  
Dustin S[redacted]
Window World
Washington D.C. Maryland VirginiaWindow World never answered my question about how much glass area there would be on their replacement windows. Instead they answered by stating in an email  "It's not really noticeable; given the size of your windows".   Rather they provided me with a photo (above) with a dimension that is close to the windows they were replacing. 
Windows World represents themselves as the professionals in this market and they measured my windows, including the frames.  They knew the finished glass size was an issue and the replacement windows needed to match the older remaining windows in the room.They showed up with windows that did not represent their verbal or emailed statements and made no attempt to resolve the issue in a timely or professional manner.
For the record Window World's speculation as to my motivations could not be more wrong.  [redacted] Glass was not contacted until 12/18/15 after repeated messages were left with the Chantilly Manager and he never returned my calls or emails in an attempt to resolve this matter.  [redacted] showed up on 12/23/15 for provide an estimate, was immediately clear about what their replacement window would look like, and replaced the windows on 2/26/16.  Never during that time or any other time did the Chantilly Manager take return my calls.  In their view they had their money and didn't care if I was happy or not.
I filed two complaints with [redacted] related to failed delivery.  [redacted] is a reputable company focused on customer satisfaction.  As of today, [redacted] is stilling investigating the second complaint. 
Lastly is should be noted that Window World never provided my with the terms of cancellation as required by Virginia State Law so it was never clear to me when or how I could cancel the contract without penalty.  This in itself is a violation of State Law by Window World.
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Dear [redacted],I was just informed that the manufacturer sent us the wrong part yet again for your patio door service today!!! We sincerely apologize for this inconvenience.  At this point, we suggest getting a whole new unit custom made.  There would be absolutely not cost to you for...

this new custom door and we will only need a few hours of your time to install it. Please confirm this will be OK and we will have the manufacture immediately start building the new unit. Sincerely,Window World of DC, INC.Greg D[redacted]President

From: Melinda H[redacted] Date: Wed, Aug 5, 2015 at 2:44 PMSubject: [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Cc: [redacted] We installed the gutters but not the downspouts through no fault of our own.  Our gutter and downspout material are on the home....

After numerous attempts to reach the customer, they did not return calls to address the “French Drain” system and how we should hook into it since this was not a part of the contract. The customer then took it upon themselves to finish the job with our materials instead of communicating with Window World to complete this job. We are out materials, time, and labor and this customer is not entitled to any sort of deposit refund. Thank you. Greg D[redacted]Window World

We are going to credit [redacted] $for the rotted wood, bringing her balance due to $

From: [redacted]...

[redacted] <[redacted].com>Date: Mon, Nov 13, 2017 at 3:00 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>I am now satisfied with the completed work.  Thank you for your time and attention regarding this matter.

Window World of DC, Inc. did not misrepresent how the
windows would look.  We...

originally saw
[redacted] on February 3, 2015 and then received his contract on November 2,
2015.  He also received pictures via email
on 2-20-15 with a tape measure showing the size of the window frame because he
had concerns about the frame dimensions. 
He is correct that when we went to our scheduled installation
appointment he did not let us install his custom made windows because he did
not like the size of the frame.  He had
many months to view and analyze the frame width before he called in his payment
and sent in the contract.  I think after
he sent in the contract he found a cheaper product and changed his mind about
the contract that he executed with us based on his statement regarding [redacted]
Glass.  One reason that he filed “repeated
complaints with [redacted]” is because they allowed his charge for the
deposit to stand as processed.  We will
cancel the remaining portion of the contract but the deposit will not be
refunded due to the cost of his custom made windows that were made specifically
for his home.

Since Mr. [redacted] has contracted Virginia’s Attorney General and DPOR, which are governmental agencies, we will respond to this situation in those arenas.  We appreciate the Revdex.com and their efforts.

Mr. [redacted] has been a customer of Window World of DC, Inc. since 2008 and we have done several projects for him since 2008. ...

When he submitted the contract in question he was informed that a balance remained on the contract from 08-13-2013 for 2 garage doors.  He said that he had paid the balance.  We asked that he proved a copy of the statement that had the payment for the installation of the garage doors since we have no record of payment.  It should be around September 23, 2013 for the amount of$ 671.00.  This should not be a problem since he has stated he has all of his [redacted] statements.    On the second amount that has not been collected, I will write off the balance of $220.00 that was on two windows from April 2014 that were installed in July 2014 in the interest of customer service. 
Since Mr. [redacted] does not want to do business with us, we will cancel his contract.  He has disputed his [redacted] payment; therefore, there is nothing to refund.  However he still has a balance with us in the amount of $671.00

We are going to credit [redacted] $460.00 for the rotted wood, bringing her balance due to $1216.62

We would like to complete the project. We have tried several times to get this resolved but the customer is
refusing to allow us to install the product they purchased. The customer
entered into contract on 6/10/14. Due to the windows being custom made for their home, we do our best to get all of...

our customers installed in a timely manner and pursuit to the contract that [redacted] signed, it clearly states "Since this contract calls for customer made-to-order goods, it us not subject to cancellation, except as stated on this contract. Start of installation will be approximately 4 to 6 weeks from date of this contract, with work complete within 180 days" On 8/6/14 we went out to install the windows. There was an issue with 5 of the 36 windows so only 31 windows were installed that day. Sometimes with custom items, these situations arise which is why we specifically state 180 days on the contract as cited earlier. From 8/6/14, [redacted] has been enjoying and using 31 of the 36 custom windows without making payment for the windows he is currently in possession of. Of the 5 windows in question, 3 windows arrived to our warehouse on 10/24/14 and the remaining 2 arrived 11/7/14. When the windows arrived, we immediately called the customer to set up installation for the remaining 5 windows but the customer refuses to set up installation unless they are given a substantial discount. Pursuit to the contract they entered on 6/10/14, it also clearly states "From time to time, windows come in that don't fit properly or have a factory defect. Window 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, Inc. be responsible for any missed work days the homeowner may incur." Due to the fact that we value our customers and we certainly have empathy to our customers when these situations occasionally arise, we offered a $250.00 discount even though we are under no obligation to do. Our desired outcome is to install the remaining 5 windows and collect the balance due of $9589.75. This amount has the discount applied. I have enclosed a copy of the contract for your reference. Thank you

Date: Mon, Jul 25, 2016 at 8:34 AMSubject: [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>[redacted]I’m glad we got the windows installed for you and are finishing up the service to make the installation 100% complete. We believe this situation has been resolved.Thank you,Duane M

From: Melinda H[redacted] Date: Wed, Aug 5, 2015 at 2:44 PMSubject: [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Cc: [redacted] We installed the gutters but not the downspouts through no fault of our own.  Our gutter and downspout material are on the home. After numerous attempts to...

reach the customer, they did not return calls to address the “French Drain” system and how we should hook into it since this was not a part of the contract. The customer then took it upon themselves to finish the job with our materials instead of communicating with Window World to complete this job. We are out materials, time, and labor and this customer is not entitled to any sort of deposit refund. Thank you. Greg D[redacted]Window World