Window World of DC

Window World is now trying to measure/install one simple window for the third timeAfter messing up a simple 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 houseThe crew show up four weeks ago with one wrong windowA job half done, missing one window in the houseRight now, the crew showed up again, and again with the wrong windowI even stored some of their materials in the past four week to make it easier to fix the problemI gave the company days to fix the problemAfter that I will file a complaintThey pride themselves on customer services - nothing experienced so farThe 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

[redacted] , We have taken responsibility by taking action and offering solutionsWe have also agreed to let you out of your contractPer the contract that you signed, let me quote "Since this contract calls for custom made-to-order goods, it is not subject to cancellation, except as stated on this contractStart of installation will be approximately to weeks from date of this contract, with work complete within days." We are still well within the days and attempted to install within 4-weeksWe are trying to address your concerns but you are refusing to let us resolve thisYou have been offered a discount of $and refusedWe have offered you a refund per your request and you refuse, we have offered to order the windows instead of the and refused, now I am offering you a refund with 10% interest from the date of depositI also want to point out that the contract states "From time to time, windows come in that don't fit properly or have a factory defectWindow World of DC, Incwill 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 incur." With all due respect, when we talked on the phone, you wanted to cancel the contract and this was agreed to on the phone before the Revdex.com complaint was filedYou also discussed this with our production manager Greg P [redacted] when I transferred you to himEven in your rejection response toward the end you clearly state, "It was I who told them that they should cancel the whole thing with full and transparent intentions of reporting them to the Revdex.com"This is exactly what we are trying to do, cancel the whole thing but you will not allow us to do thatWe consider this contract cancelled per your request as of our phone call on 5/28/and confirmed in your Revdex.com complaintWe will gladly give [redacted] a refund but as I outlined above, every response we have offered to help resolve this has not been satisfactory even after we do as he wishesThese are custom windows, not home depot specialsFrom time to time, things do go wrong and as I stated previously, we reserve the right in our contract that you signed to fix these issues but you will not allow us to do thatInstead you wanted to cancel and we honored your request Sincerely,Duane M***Operations Manager [redacted]

We have reached a mutual agreement on this complaintWe are sending out one of our installers on 11/between 8am and 10am to install the screenIn the event that the screen doesn't fit, the customer has agreed to let us order a new screen and install it at no expense to themEven though we have no record of the $payment, we have issued a refund in the amount of $for the inconvenience this situation has caused themAll parties consider this matter settled

We would like to complete the projectWe have tried several times to get this resolved but the customer is refusing to allow us to install the product they purchasedThe customer entered into contract on 6/10/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 contractStart of installation will be approximately to weeks from date of this contract, with work complete within days" On 8/6/we went out to install the windowsThere was an issue with of the windows so only windows were installed that daySometimes with custom items, these situations arise which is why we specifically state days on the contract as cited earlierFrom 8/6/14, [redacted] has been enjoying and using of the custom windows without making payment for the windows he is currently in possession ofOf the windows in question, windows arrived to our warehouse on 10/24/and the remaining arrived 11/7/When the windows arrived, we immediately called the customer to set up installation for the remaining windows but the customer refuses to set up installation unless they are given a substantial discountPursuit 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 defectWindow World of DC, Incwill 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 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 $discount even though we are under no obligation to doOur desired outcome is to install the remaining windows and collect the balance due of $This amount has the discount appliedI have enclosed a copy of the contract for your referenceThank you

We contacted Window World with regard to replacement windows On September 1, a representative came to our home and explained/displayed the product We placed an order and paid a deposit of ½ of the costOn September 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 measuringOn October 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 windowsWe 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 orderFinally, our windows were scheduled to be installed on December But on December 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, 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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Window World has not been honest with us and even now they still try to cover up the truthI would like to point out some facts: aWindow 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 installationFirst time they said we have windows remaining, they would like to come to installed themWe 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 onceWindow World staff said they would go back to check to make sure the number is correctAfter 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 onceFinally last week Window World production manager said the six windows would arrive on Nov However, in their response to Revdex.com yesterday, Window world wrote "Of the windows in question, windows arrived to our warehouse on 10/24/and the remaining arrived 11/7/14." Now again, six windows become windowsThey cannot even make the number straight, how can we discuss about installation? bWindow 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 contractStart of installation will be approximately to weeks from date of this contract, with work complete within days” and "From time to time, windows come in that don't fit properly or have a factory defectWindow World of DC, Incwill 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 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 faultThese terms are extramlly unfair to costomersThe truth is the sale representative Lee Cook never showed us these termsThis is the first time we read about itWe still have the email Lee Cook sending us the contractThere are only two pages in the contract and nowhere the words above can be foundObviously, Window World took those terms out on purpose with intention of making customer sign the contract without reading those unfair termsLee cook told us the windows would be installed in weeksWindow World official website clearly states that the window will be installed in 4-weeks Why the terms above are so different from what Window World advertise on the web? This is not an honest business practiceI will advise every potential Window World customers be careful about the trick they play It is outrage to read about what Window World wrote: “From 8/6/14, [redacted] has been enjoying and using of the custom windows without making payment for the windows he is currently in possession of”We don’t enjoy any bit of itThere are big holes in one of my window, because the window measurement is not correctAll the windows we ordered are double hung, but there came two single hung windowsWe cannot turn on the AC in summary being afraid of big energy costI 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 yearYou will say "yes" won't you? Our loss due to delay of project include energy loss, cost of 2-month rent, etc $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 $for delay of every additional month from now on Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 usThe true is they continue lying in their response We would like to restate the facts and our Window World is lying about the term of “days” Our signed contract doesn’t have term of “days”Window World sale representatives promised us window would be installed in weeks, and the window world website promises “within 4-weeks”Window World website screen shot is attachedWe start to suspect Window World sale representative had deliberately taken out the term (if it presented), when he asked us to sign the contractA copy of signed contract is attachedWindow World told customer something when they want business, while said different thing after they got itIs this an honest behavior? Who would sign the contract with Window World, if they told the customer that the project may take days to complete? At least, WE DON”T! On Nov 6, almost 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 windowsThey sometimes said two windows and sometimes said threeEach time Window World staffs were not clear how many windows remained to be installedWe refused installation because we wanted all remaining windows to be installed at onceWindow World is not going to compensate our missing working daysHow many working days you want us to miss in order to get all windows installed? These were stated clearly in our previous responseHowever, Window World tried to manipulate our statement and made it sound like the windows were ready for installation for a long time and we refused to install themIn his email on Nov (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 windows ready for installation, and the windows were not correctFrom The contract date June to Nov 6, it is almost monthsWindow 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 installationIs 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: double hung windows were misplaced by single hung; windows did not fit; window got wrong shape and size (arch) and one window with defect gridOn 10/1/Window World called us to set schedule installing the windows, but on 10/5/they called us to cancel the installation and said they got wrong measurement againAre 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 $per month in averageWe cannot remodel or decorate the house (curtain and painting)From summer to winter for months some of our window were only temporally covered, which lead to high energy costOur window installation was delayed at the least for months even if we take “weeks” from the promise given by Window World on their website (not considering promise of ‘weeks” given to us by Window World sale representative) Does Window World believe the $compensation for us is acceptable? Our We welcome Window World come to install the remaining windows under the condition that they give us reasonable reimbursement to cover our loss due to their mistake and delayWe also want to revise the contract with clear term about the consequence of further delay by Window World if it occursWe 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 issueIf Window World continues misleading people by providing statement, we will not respond again and will seek legal solution to the issueRegards, [redacted] ***

Reference our complaint with Window World of DC our check for $arrived today, thanks again for your help, [redacted] and [redacted] Reference our complaint with Window World of DC our check for $arrived today, thanks again for your help, [redacted] and Nora Holt Reference our complaint with Window World of DC our check for $arrived today, thanks again for your help, [redacted] and Nora Holt Reference our complaint with Window World of DC our check for $arrived today, thanks again for your help, [redacted] and Nora Holt Reference our complaint with Window World of DC our check for $arrived today, thanks again for your help, [redacted] and Nora Holt Reference our complaint with Window World of DC our check for $arrived today, thanks again for your help, [redacted] and Nora Holt

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 hours to dry It is 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 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

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 homeI do not consider this complaint resolved until they actually come to my home and fix the problem Regards, [redacted] ***

Based on the last response, we feel we can get this issue resolved if you come into the officeI would like for you to schedule an appointment to sit down with senior management so we may work out a fair, sincere compensation I can be reached at ###-###-####.Sincerely,Duane M***Operations ManagerWindow World of DC###-###-####

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 itPlease confirm this will be OK and we will have the manufacture immediately start building the new unitSincerely,Window World of DC, INC.Greg D [redacted] President

My response to Window Worlds response is; I accept Window Worlds offer to cancel the remaining portion of the contract My complaint about their poor service, misrepresentation, and request for a refund on the deposit standsOn 2/18/I emailed Dustin S [redacted] of Window World the followingOn Feb 18, 2015, at 9: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/and his text can be seen below."Sure, here is a measurement of a picture windowAbout 1/max, from the outside frame to glassYou 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.CMaryland VirginiaWindow World never answered my question about how much glass area there would be on their replacement windowsInstead 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 mannerFor the record Window World's speculation as to my motivations could not be more wrong [redacted] Glass was not contacted until 12/18/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/for provide an estimate, was immediately clear about what their replacement window would look like, and replaced the windows on 2/26/ 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 notI 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]

I'm happy with the whole Window World experienceBefore leaving my house, one of the installers explained how the windows work and how to get replacements if ever nessearyEverything was cleaned up when the crew leftI'll use them again if I need more windows in the future

Window World of DC, Incdid not misrepresent how the windows would look We originally saw [redacted] on February 3, and then received his contract on November 2, He also received pictures via email on 2-20-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

Reference our complaint with Window World of DC our check for $arrived today, thanks again for your help, [redacted] and [redacted]

From: Melinda H [redacted] Date: Wed, Aug 5, 2015 at 2:44 PMSubject: [redacted] To: [redacted] < [redacted] @mybbb.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

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and confirmed this morning that the funds have been returned to my accountThis resolution is satisfactory to me Regards, [redacted]

[redacted] As far as I am aware, this was resolved back on 10/23/after our phone conversation and email exchangesWe even extended you a credit of $instead of the $you are asking forI emailed you the refund receipt right after our phone conversation to j [redacted] @***.com time stamped Fri 10/23/6:PM I have attached a copy of the refund receipt that was in that emailI ask that this matter be closed since this was resolved weeks ago and before the complaint was openedSincerely,Duane M***Corporate Operations ManagerWindow World of DCWindow World of Central ValleyWindow World of WinchesterWindow World of Fresno###-###-####

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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, [redacted] ***