Window World of Fort Wayne

Initial Business Response / [redacted] (1000, 5, 2016/05/23) */ Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/05/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was very satisfied with the work that these gentleman performed

Initial Business Response / [redacted] (1000, 5, 2016/04/27) */ Contact Name and Title: [redacted] owner Contact Phone: XXXXXXXXXX Contact Email: [redacted] @windowworldinc.com we understand the customers frustrationWe have currently taken steps to ensure this sort of thing doesn't happen againWe have currently hired a new management team and installation staffWe would love the opportunity to satisfy mrs***We have reached out to herUnfortunately at this time we have not received a response from herMother nature can be brutal sometimesWhile it is our intent to never have anything fall off of a house, sometimes with the winds in Indiana this happens which is why we have a warranty on installed products and always stand behind themIf Mrs [redacted] would agree to let the new mgmtTeam look at her project I am confident it will be handled quickly and efficientlyIt is my belief that the mark of a good company is one that follows through to the endWhile we are not perfect, given the opportunity I believe we can resolve this quickly Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/04/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes I will give them a chance to resolve the problems properlyIf they can not do it then I expect them to hire another company to do the right thing and have it reinstalled properlyI just want things done right and in working order Final Consumer Response / [redacted] (3000, 16, 2016/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I signed off on the windows because they did an excellent job at fixing themI did not sign off on the sidingMy fiance signed the siding form cause they told him it was just to verify that they were thereHe didn't have his glasses so he couldn't read it and he asked them what he was signingThe siding was never completely taken off as I had asked them to doThey didn't replace the bowed siding with newThey just put the bowed siding back upI have plenty of pictures to prove it wasn't satisfactory workAs bowed as it is in spots moisture and rain will get behind itEspecially since the guttering they did isn't flush with the houseThe rain gets behind the guttering and leaksIf you need to talk to my fiance he will talk on the phoneHe is old fashioned and don't do email talkingI am not pleased with this siding job what so everIt looks life [redacted] and will cause problems in the futureThe hotter it gets the worse it bowes Final Business Response / [redacted] (4000, 19, 2016/05/27) */ We have worked with this customer extensivelyAs you have seen in our last response we are open to doing work that wasn't installed correctly again until it is correctly installedIn this particular case, we have installed the product twice for this customerThe second time taking off the siding and completely reinstalling itAnyone that is in the industry knows that siding forms with the wall that it is applied onIf the wall is bowed then the siding will be bowedIt is in my professional opinion that the customers install was not only to the best of our ability but anyone else that does this kind of workI have pictures that prove we took siding down and reinstalledThis is a trailer home and the craftsmanship of the walls are poor at bestThe customer signed off both times we were out there that they were satisfied with the workmanship of our installThe second time we only did siding so signing off on the windows wasn't even an optionAs far as water leaking behind the gutters, that was explained to the customer and is in fact because thier trailer home has no drip cap under their roofing that goes over the back of the guttersCustomer wanted the cheapest project possible and didn't want to do the extra things we suggested causing certain side effects to occurIt is always turn goal to satisfy the customerIn this case the customers expectations are not lining up with reality or their budgetIt is our sincere hope that the customer can realize this as we have tried several times to go above and beyond to please themsincerely Window World of Fort Wayne Ps I can attach pictures at a later date proving we removed siding and re installed properly if need be

Initial Business Response / [redacted] (1000, 5, 2016/12/02) */ Like most businesses, we have to submit requests for checks to be issuedThat process does usually take at least a month because we only send out checks once a monthIf you would like to coordinate, I will have [redacted] dollars cash available at the office if you can not wait for the refund to be mailed out Initial Consumer Rebuttal / [redacted] (2000, 8, 2016/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am happy to wait for a [redacted] check to be mailed to my home Final Business Response / [redacted] (4000, 15, 2017/01/02) */ I have submitted a request for a check twiceIt is obviously taking them a while to process the check so I am putting [redacted] cash in the mail today Final Consumer Response / [redacted] (2000, 17, 2017/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept [redacted] cash in the mail

Initial Business Response / [redacted] (1000, 6, 2017/10/31) */ Mr [redacted] ordered windows from us, and then instead of giving us the courtesy of cancelling the production by giving us a call; he mailed a letterHowever, we agreed to refund Mr [redacted] his moneyHe DID NOT pay with a credit card, so we can not just put it back on his cardHe paid with a checkThe refund request has been sent to our other office and they will process it and then send Mr [redacted] a checkWe will eat the cost of the windows that we had made for Mr [redacted] because he did not have the decency to pick up the phone and call usWe will also refund him the money he put down Initial Consumer Rebuttal / [redacted] (3000, 9, 2017/11/13) */ Consumer called indicating has received a sticky note from UPS on his doorThe tracking number on the note does not work to track the packageWhen UPS second attempt to deliver the package is received, if it is the check from the company, the consumer will contact our office to verify the check was received Please verify if you have a different tracking number for the consumer, or if the check has been mailed at all Final Business Response / [redacted] (4000, 16, 2017/11/29) */ Hey ***, I was just wanting to let you know we got Mr***'s refund check put in the mail today and he should be receiving it soon Thank you, [redacted] Window World of Fort Wayne XXX-XXX-XXXX

Initial Business Response / [redacted] (1000, 5, 2016/10/26) */ Contact Name and Title: [redacted] GM Contact Phone: XXXXXXXXXX Contact Email: [redacted] @gmail.com First I would like to apologize for any frustration or any inconvenience this has caused Mrs. ***. It is my hope that we can fulfill... our warranty promise that we make to each of our customers. When we have a warranty issue we try to address it in a timely manner to resolve the problem. The sash was ordered, but as stated above by Mrs. ***, that sash did come in cracked. This does happen time to time, and it is frustrating for us as well. It looks like we attempted to install the sash on 10/11/16 but received a call at 4:51 p.m. on 10/10/16 saying that Mrs. [redacted] wanted to cancel that. If she wasn't able to get back in touch with our office staff it was probably because we are open Monday thru Friday 7:30 am to 4:30 pm. The call back came in after our business hours. We do however schedule exact times unlike the cable company. The appointment on the 22nd was for 10 am. I really hope we can resolve this issue quickly and timely for Mrs. ***, but unfortunately we work on a set schedule and set business hours as well. If it would help Mrs. [redacted] to have a Saturday appointment, I will put her on my personal schedule for a Saturday and bring the sash out myself. The last thing Window World, or myself wants is a unhappy customer. Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Installers are always knowledgable on the material they install

Initial Business Response /* (1000, 15, 2015/07/29) */
The installation of the customer's door is completeThe installation was done properlyThe air that is coming in has nothing to do with the installationThe door is properly installed and sealed

Initial Business Response /* (1000, 8, 2016/03/11) */
We called MrFritz and scheduled the installation of his windows and have since installed themWe have made a wholesale change of employees and have a completely new team in place to offer a more consistent customer service experienceWe
offered MrFritz a discount for his delivery issueAnd we have taken steps to make sure this kind of delay will never happen againThe problem is resolved

Fast and friendly good work

Windows and siding look really nice from the street, up close not so good. Supposed to be installed late July early August. Finished late September finally asked them to bring us 6 pieces of siding so we could fix ourselves. Have 3 windows that the right upper corner casing isn't flush with the wall. Said it isn't fixable ???was not like that before not sopposed to be billed until all finished. Was billed for windows a month before siding installation

Initial Business Response /* (1000, 5, 2016/12/02) */
Like most businesses, we have to submit requests for checks to be issued. That process does usually take at least a month because we only send out checks once a month. If you would like to coordinate, I will have [redacted] dollars cash available at...

the office if you can not wait for the refund to be mailed out.
Initial Consumer Rebuttal /* (2000, 8, 2016/12/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am happy to wait for a [redacted] check to be mailed to my home.
Final Business Response /* (4000, 15, 2017/01/02) */
I have submitted a request for a check twice. It is obviously taking them a while to process the check so I am putting [redacted] cash in the mail today.
Final Consumer Response /* (2000, 17, 2017/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept [redacted] cash in the mail.

Initial Business Response /* (1000, 8, 2016/09/26) */
we do apologize for delays in this matter. Unfortunately sometimes our vendors do not get things done in a timely manner. We have since rectified the situation and are making the necessary adjustments to correct future issues.
Initial...

Consumer Rebuttal /* (2000, 10, 2016/09/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sashes have been replaced.

Initial Business Response /* (1000, 5, 2016/05/23) */
Initial Consumer Rebuttal /* (2000, 7, 2016/05/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was very satisfied with the work that these gentleman performed.

Initial Business Response /* (1000, 5, 2017/09/15) */
On 6/14/17 Mr [redacted] ordered windows from us. My salesman Will came to me and said Mr [redacted] was wanting a discount or a cheaper price. We obliged Mr [redacted] and began the process of manufacturing the windows. Mr. [redacted] paid $525 down on a...

$1050 contract. On 7/11/17, we went out to install 3 windows for Mr. [redacted]. All 3 windows were installed successfully and to the satisfaction of Mr. [redacted]. At the time of installation, Mr. [redacted] signed our completion certificate stating he was happy with his installation, he would recommend Window World to a friend, he stated we could use him as a reference. He rated our installation team a 5 out of 5. He rated their clean up a 5 out of 5. Mr [redacted] stated our installers showed him how to operate his windows. He rated his Window World salesman a 4 out of 5. He rated his overall experience with Window World a 4 out of 5. The worst rating he gave us was a 3 out of 5 for being on time. We did apologize to Mr. [redacted] for being a few minutes late as we had more than one job to do that morning.At the time of the install Mr. [redacted] did NOT pay his remaining balance. He told our installer that his wife had his checkbook and that she wasnt in.The remaining balance is $525. On 7/12/17 we called Mr. [redacted] to collect the balance. On 7/13/17 we sent Mr. [redacted] an invoice. We attempted to reach out to Mr. [redacted] a few times in August. Then on 9/7/17 we sent another invoice letting Mr. [redacted] our next step would be to turn the balance over to collections. On 9/13/17, I'm assuming right after Mr. [redacted] recieved his invoice, my salesman Will called me about an irate customer. It was none other than Mr. [redacted]. I reached out to Mr. [redacted] and asked if I could come look at his problem. At first he refused, but after 20 minutes of listening to him scream about random things he agreed to let me come outto his house. The install looked normal to me and looked like my guys did an excellent job./ I felt the same way as Mr. [redacted] did the day we installed his windows, I would have given us a 4 out of 5. I agreed to have a crew out to touch up anything he could find. The next day I was notified of a Revdex.com complaint. I was truly shocked. We want the same thing Mr. [redacted] wants, and thats a payment for $525 for the remaining balance of the windows. If that payment is not received by Monday afternoon, we will be turning it over to collections. I will be forwarding a copy of all signed documents from Mr. [redacted] as well as photos of the job.
Initial Consumer Rebuttal /* (3000, 7, 2017/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told they would send a painter to fix the problem and never did I hear from them.
They put holes in my house that need filled and repainted to match the rest of the house. I have an estimete of $600.00 from a private painter who would do it the way it should be done, first wash the wood that wood be painted because you cant wash dirt paint and think it will stick then fill the holes they made and then paint, and for the paint to match the rest of the house it would have to be painted from the brick the brick on both sides of the front of the house. They told me the would have their painter call me to look at what needs done but I never heard from them.
The installers were about 45 mins late and took the windows out with a hammer, yes a HAMMER ! there was glass in my wifes flower beds and I had told them not to step on my wifes flowers but the did so she wasnt happy. They also chalked around my porch light and now the metal around is very sharp. I had called my sales man and he had came out and saw the damage to the wood and flowers and broken glass in the flower beds and he even found some himself and he told me he would tell his boss about it and I never heard from him for 3 weeks until I call my salesman again and he would not answer his phone and then 10 mins later his boss called me and just wanted to blow the thing off and I said no it needed fixed then he told me he would send out his painter and I never heard from them again
I think they are just not wanting to fix it right or not fix it at all, I would be more then happy to show it to you in person if you like to prove my point
thank you
[redacted]
Final Business Response /* (4000, 14, 2017/10/13) */
We are completely willing to have the tiny holes from trim nails fixed. We will also touch those repairs up with paint to match the current paint of Mr. Crabills house. We will not however, pay to have the entire section of his house power washed and repainted. We also ask that Mr. [redacted] pay his bill once we repair the holes.
Final Consumer Response /* (4200, 16, 2017/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I dont accept this because they want to do a half [redacted] job to fix the problem. I had a profession
painter look at it and told me the wood needs to be power washed and then the holes fill and the wood painted brick to brick to do it right so it will match the rest of the house now this is a PROFESSTION PAINTER not some buddy doing it half right
His estimate was $600 and I never saw there painters estimate per the way it needs to be painted the right way.
They need to fix this right, not just half way, If there car was in a body shop they would want it fixed right and thats what I want for my house.

Excellent work and very happy with results. The only thing is we did not get a crank for the smaller window in the living room. The guy was checking in the van for one and we never got it. Please ship it to us at your earliest convenience.

Initial Business Response /* (1000, 5, 2016/10/26) */
Contact Name and Title: [redacted] GM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@gmail.com
First I would like to apologize for any frustration or any inconvenience this has caused Mrs. [redacted]. It is my hope that we can fulfill...

our warranty promise that we make to each of our customers. When we have a warranty issue we try to address it in a timely manner to resolve the problem. The sash was ordered, but as stated above by Mrs. [redacted], that sash did come in cracked. This does happen time to time, and it is frustrating for us as well. It looks like we attempted to install the sash on 10/11/16 but received a call at 4:51 p.m. on 10/10/16 saying that Mrs. [redacted] wanted to cancel that. If she wasn't able to get back in touch with our office staff it was probably because we are open Monday thru Friday 7:30 am to 4:30 pm. The call back came in after our business hours. We do however schedule exact times unlike the cable company. The appointment on the 22nd was for 10 am. I really hope we can resolve this issue quickly and timely for Mrs. [redacted], but unfortunately we work on a set schedule and set business hours as well. If it would help Mrs. [redacted] to have a Saturday appointment, I will put her on my personal schedule for a Saturday and bring the sash out myself. The last thing Window World, or myself wants is a unhappy customer.
Initial Consumer Rebuttal /* (2000, 7, 2016/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 14, 2015/06/17) */
The customer has agreed for the Installer to come to his home on Monday, June 22, 2015.
Initial Consumer Rebuttal /* (3000, 16, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have reviewed...

this company's responses before. I don't believe this response clarifies the complaint. Window World has said they would be here on at least three other occasions and did not show up. Mike, the franchise manager/owner, did call me and said he would be here on June 22nd. I welcomed his offer and look for him to be here. They are welcome to come here at any time to satisfy my complaint. The above response makes it appear that I have refused to allow them to finish the job. Window World's response is ambiguous and until they show up, means nothing!
Final Consumer Response /* (3000, 26, 2015/06/29) */
gaps in the windows caulked cost of clean carpet and repair walls that were damaged by the company he clean the carpet reimburse him for broke the glass and left it on the floor never cleaned it up. and wants them to clean up
They were here and put the downspouts on. They had to be special ordered to match the trim but they did not tell me. They never swept the roof of which there are little pieces of metal still there. When they wrapped the patio door in aluminum, they left little pieces of sharp metal on the patio.What don't they know about cleaning up after their work? No mention was made about the dirty carpet, scratches on walls. In 15 minutes they could have swept the roof and picked up the shards of aluminum. I have not even raised a window yet! I'm almost afraid to do so.The crew left without saying a word.
Final Business Response /* (4030, 30, 2015/07/13) */
Contact Name and Title: Lisa M[redacted]/Office Manager
We do not understand what the customer wants. We deeply apologize. We have gone far and beyond for this customer. Every time we have gone to the customers home, it has been for the same thing.
OFFER:
We have done what the customer has asked us to do each and every time we have been to his home. We have no offer at this time.

Initial Business Response /* (1000, 5, 2016/04/27) */
Contact Name and Title: [redacted] owner
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@windowworldinc.com
we understand the customers frustration. We have currently taken steps to ensure this sort of thing doesn't happen again. We have...

currently hired a new management team and installation staff. We would love the opportunity to satisfy mrs. [redacted]. We have reached out to her. Unfortunately at this time we have not received a response from her. Mother nature can be brutal sometimes. While it is our intent to never have anything fall off of a house, sometimes with the winds in Indiana this happens which is why we have a warranty on installed products and always stand behind them. If Mrs. [redacted] would agree to let the new mgmt. Team look at her project I am confident it will be handled quickly and efficiently. It is my belief that the mark of a good company is one that follows through to the end. While we are not perfect, given the opportunity I believe we can resolve this quickly.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I will give them a chance to resolve the problems properly. If they can not do it then I expect them to hire another company to do the right thing and have it reinstalled properly. I just want things done right and in working order.
Final Consumer Response /* (3000, 16, 2016/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I signed off on the windows because they did an excellent job at fixing them. I did not sign off on the siding. My fiance signed the siding form cause they told him it was just to verify that they were there. He didn't have his glasses so he couldn't read it and he asked them what he was signing. The siding was never completely taken off as I had asked them to do. They didn't replace the bowed siding with new. They just put the bowed siding back up. I have plenty of pictures to prove it wasn't satisfactory work. As bowed as it is in spots moisture and rain will get behind it. Especially since the guttering they did isn't flush with the house. The rain gets behind the guttering and leaks. If you need to talk to my fiance he will talk on the phone. He is old fashioned and don't do email talking. I am not pleased with this siding job what so ever. It looks life [redacted] and will cause problems in the future. The hotter it gets the worse it bowes.
Final Business Response /* (4000, 19, 2016/05/27) */
We have worked with this customer extensively. As you have seen in our last response we are open to doing work that wasn't installed correctly again until it is correctly installed. In this particular case, we have installed the product twice for this customer. The second time taking off the siding and completely reinstalling it. Anyone that is in the industry knows that siding forms with the wall that it is applied on. If the wall is bowed then the siding will be bowed. It is in my professional opinion that the customers install was not only to the best of our ability but anyone else that does this kind of work. I have pictures that prove we took siding down and reinstalled. This is a trailer home and the craftsmanship of the walls are poor at best. The customer signed off both times we were out there that they were satisfied with the workmanship of our install. The second time we only did siding so signing off on the windows wasn't even an option. As far as water leaking behind the gutters, that was explained to the customer and is in fact because thier trailer home has no drip cap under their roofing that goes over the back of the gutters. Customer wanted the cheapest project possible and didn't want to do the extra things we suggested causing certain side effects to occur. It is always turn goal to satisfy the customer. In this case the customers expectations are not lining up with reality or their budget. It is our sincere hope that the customer can realize this as we have tried several times to go above and beyond to please them. sincerely Window World of Fort Wayne.
Ps I can attach pictures at a later date proving we removed siding and re installed properly if need be.

Initial Business Response /* (1000, 6, 2017/10/31) */
Mr. [redacted] ordered windows from us, and then instead of giving us the courtesy of cancelling the production by giving us a call; he mailed a letter. However, we agreed to refund Mr. [redacted] his money. He DID NOT pay with a credit card, so we can not...

just put it back on his card. He paid with a check. The refund request has been sent to our other office and they will process it and then send Mr. [redacted] a check. We will eat the cost of the windows that we had made for Mr. [redacted] because he did not have the decency to pick up the phone and call us. We will also refund him the money he put down.
Initial Consumer Rebuttal /* (3000, 9, 2017/11/13) */
Consumer called indicating has received a sticky note from UPS on his door. The tracking number on the note does not work to track the package. When UPS second attempt to deliver the package is received, if it is the check from the company, the consumer will contact our office to verify the check was received.
Please verify if you have a different tracking number for the consumer, or if the check has been mailed at all.
Final Business Response /* (4000, 16, 2017/11/29) */
Hey [redacted],
I was just wanting to let you know we got Mr. [redacted]'s refund check put in the mail today and he should be receiving it soon.
Thank you,
[redacted]
Window World of Fort Wayne
XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2016/08/30) */
I am deeply saddened that this customer was not handled properly. In march of 2016 I let go of the entire staff from front to back. I realized so many faults we had at the time and have worked diligently to build the staff that can fulfill our...

mission statement and have acquired several key individuals that posses the capability to handle our day to day. We called 100s of customers that were previously installed to make sure they were taken care of. Unfortunately it sounds like this particular job has been one of those jobs that didn't get addressed. I would like to sincerely apologize to this customer personally and given the opportunity meet with them and go over their job and rectify it immediately. I will make them whole and happy. I again see no reason that this can't be done in a timely and professional manner. Please let me know and I will contact them and set up a time to address every one of their concerns.
Thank you for the opportunity to turn a poor performance into a job well done.
[redacted]
owner CEO
Initial Consumer Rebuttal /* (3000, 7, 2016/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]-I am happy to set up a time to speak with you. The only thing you can do at this point that will make my wife and I whole and happy is for you to fully refund our money.
The windows do not fit, they leak, are of poor quality, and what was installed was not what was promised. In addition to the poor quality work that ruined the trim around the windows the installers also dented our sink, our faucet, and a sprinkler head in our yard.
I will be happy to share more details with you.
All I ask is that you refund the money that we spent on the windows. I will be happy to return them once we replace them.
Best,
[redacted]