Window World of Fredericksburg, Inc

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.There appears to be miscommunication between the installer and the business owner When I met with the installer he spoke of his concern with the distance from the bathroom window (top floor) and the ground floor At no time did we discuss the shed that is located below I stated part of my purchase price included scaffolding for the front window and back window (both are located on the top floor) He showed concerned about the removal of the bathroom window and said he would need to discuss this with his manager, who would need to come on site (at my residence) He assured me that Window World would be in contact with me to discuss the next step He said the replacement window (for the window that was incorrectly manufactured) would take 1-weeks and asked if I still wanted for them to install the kitchen window He said it was probably best to do all three installations at the same time I accepted his suggestion and said I would wait My concern is this - when Mr*** called Window World in Fredericksburg the following day (in the afternoon) he was told I was contacted that morning (I was not) and I already knew the next step What I knew and what I was told to me was the manager would be at my location by Friday do look around and discuss the next step It is puzzling to me why this was not "mapped out" prior to the installation date because this is not the first installation we have had with Window World I provided my schedule for the remainder of the week and expected a call the following day It should also be noted the installers did not arrive at my home until 3:p.m There was only hours of daylight left I am extremely disappointed that I took the afternoon off for this installation and there has been no offer of "compensation" for my lost time Although the offer was made to come in on a Saturday for the installation, it would have to be pushed off for a few weeks Other than that, it is possible the installation could be performed next Thursday, which I can accommodate but expect some consideration for that accommodation.
Regards,*** ***

Window World had an installer scheduled to install 10 windows at Mr. and Mrs. [redacted]'s home on 8/5/16. We were able to install all the windows contracted for that day. We were not able to wrap the exterior due to rain. As most of our work performed is mostly exterior all installs are...

weather permitting. All of the windows installed were sealed and weathered that day. We scheduled to come back to wrap on 8/10/16 when the installer discovered bees coming out from behind the shutter/j-channel area. The installer, whom is highly allergic to bees, was not able to finish until the nest was taking care of. We recheduled the wrap for 8/22/16 and the installer still saw bees coming out from behind the J-channel. Mrs. [redacted] had her exterminator come out as the installers were still present. The exterminator sprayed behind one window shutter but was not prepeared with proper tools to reach the second story. I told Mrs. [redacted] I had my service tech on the way to take down the shutters so the exterminator could spray in order for the installer to finish the wrap that day. Mrs. [redacted] said she would prefer to have a diffrent installer come back on a diffrent day which we scheduled for her on 8/25/15. We completed the wrap and fulfilled the contract on 8/25/16. I have attached the completion certificate in which Mrs. [redacted] signed stating everything was complete and satisfactory. Mr. [redacted] came into the office the following day and said he was not happy with the caulk and also had a hedge damaged. I told Mr. [redacted] we would set up a service call for any issues/concerns at this point. We have a date scheduled for 9/9/16 for the installer as well as a manager to take care of any caulking issues as well as look at the hedge in question. I have also attached a What to Expect form signed by the homeowner that states the installers will need reasonable access to each window to be replaced both inside and out prior to install. Any futher questions please feel free to contact us. 
 Thank you!
 
 Katie D[redacted]

Review: Main problem is the quality of work, professionalism, failure to rectify problems and damage to my property. First time the came out they were an hour late. They didn't complete work that day(friday) because rain that didn't last all day and left plenty of time to finish. They would not come back until Wednesday of following week. They arrived 45 minutes late and would not finish because they saw bees. We had the property treated by [redacted] and set another appointment. Window world came back out a week later to finish and refused to finish again because of bees. [redacted] came out immediately while window world was here and treated and checked again for bees. Window world still refused. [redacted] and I asked them what else we need to do for them to complete the work and they just would not finish. Finally the owner said they would send out another crew to finish the work and they finger painted the caulking on the outside trim of the windows leaving gaps in the caulking and destroyed the 5 foot Hedges along the front of my house. The limbs are broken off near the ground, leaving it in such disarray that I have no choice but to have them removed due to home owners association. I have audio recordings and pictures.Desired Settlement: Fixthe caUK king around outside of window and remove Hedges and replace with new back to the way they were before damage. I understand that you can not buy Hedges 5 foot tall and it takes years to have the established like they are now so I understand it will not be exactly like it was. The whole row will probably have to removed and replaced. I have pictures

Business

Response:

Window World had an installer scheduled to install 10 windows at Mr. and Mrs. [redacted]'s home on 8/5/16. We were able to install all the windows contracted for that day. We were not able to wrap the exterior due to rain. As most of our work performed is mostly exterior all installs are weather permitting. All of the windows installed were sealed and weathered that day. We scheduled to come back to wrap on 8/10/16 when the installer discovered bees coming out from behind the shutter/j-channel area. The installer, whom is highly allergic to bees, was not able to finish until the nest was taking care of. We recheduled the wrap for 8/22/16 and the installer still saw bees coming out from behind the J-channel. Mrs. [redacted] had her exterminator come out as the installers were still present. The exterminator sprayed behind one window shutter but was not prepeared with proper tools to reach the second story. I told Mrs. [redacted] I had my service tech on the way to take down the shutters so the exterminator could spray in order for the installer to finish the wrap that day. Mrs. [redacted] said she would prefer to have a diffrent installer come back on a diffrent day which we scheduled for her on 8/25/15. We completed the wrap and fulfilled the contract on 8/25/16. I have attached the completion certificate in which Mrs. [redacted] signed stating everything was complete and satisfactory. Mr. [redacted] came into the office the following day and said he was not happy with the caulk and also had a hedge damaged. I told Mr. [redacted] we would set up a service call for any issues/concerns at this point. We have a date scheduled for 9/9/16 for the installer as well as a manager to take care of any caulking issues as well as look at the hedge in question. I have also attached a What to Expect form signed by the homeowner that states the installers will need reasonable access to each window to be replaced both inside and out prior to install. Any futher questions please feel free to contact us. Thank you! Katie D[redacted]

Review: I bought a patio door, when the salesman came to my house they said the door included a safety lock with the door, but when the door was installed (7/8/2013) it didn't have one. The installer called the office and the office said they would look into it and call back, they never called back. Today, 7/10/2013, my wife called and the person said it would be extra money to get it installed. I looked over the paperwork and did not see anywhere you can even add a lock to the the door for an extra cost, so I believe I am correct that they told me it was included.Desired Settlement: I would like them to install the safety lock free of charge like I was told by the salesman.

Business

Response:

Dear [redacted],

Contractor

VA. License

JUL 17 2013

I have spoken with all Window World parties involved and believe there may have been a

misunderstanding as to what a safety lock is. Most patio doors come standard with a one-point

lock while Window World patio doors come with a two point lock, which we consider a safety

lock. I think this is where the confusion in terminology arose. The lock request we now

understand is for an extra foot pedal lock, which is an upgrade and additional feature.

Our contract has a line under sliding patio door section for specialty line for upgrades. Please

note on the attached copy of the contract that nothing is included on this line for this customer. I

am confident that we met our contractual obligation under this contract.

When we were contacted by the homeowner on July lOth, the salesperson was instructed to

contact the homeowner and clarify the situation. The salesperson called the next day on the 11th

of July; no one answered and he did not leave a message. He called again on the 1 ih and left a

message to say we would furnish the foot lock at no additional charge.

As of this writing we still have not received a response from the homeowners as to whether they

wish to proceed with the addition of the foot pedal lock at Window World's expense.

Sincerely,

Owner

Review: Windows were ordered and installer show up to install with incorrect window and lack of equipment to install other windows. Taking the day off cost me $175.00 dollars and not having my windows installed when promised. Management refuses to talk to me and I am just told I will be called when the correct windows come in and now I have to take another day off.Desired Settlement: MY order need to be discounted or the order should be voided with out cost or penalty to me.

Business

Response:

Our installer arrived to the [redacted] home on 11/2/15 for their install. When our installer unpackaged the windows he noticed one of them was missing the obscured glass the customer ordered. My installer also noticed another window we are replacing at the home has a shed in front of the window below which leaves no space for a ladder and is a safety issue for install. Our installer explained to Mrs. [redacted] we will have to re order one window and also need to come back with different equipment that is normally not required. He told her once the window is in she would be rescheduled. Mrs. [redacted] seemed to understand. The following afternoon 11/3/15, Mr. [redacted] called our office and asked the receptionist to speak with a manager. [redacted] told Mr. [redacted] I was on a confrence call and she would take a message for me to call him back. I returned Mr. [redacted] call that same afternoon. I offered Mr. [redacted], when his window comes in, any day of the week including a Saturday or Sunday for install so they would not have to take an additional day off of work. Mr. [redacted] stated a Saturday would be best for him.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

There appears to be miscommunication between the installer and the business owner. When I met with the installer he spoke of his concern with the distance from the bathroom window (top floor) and the ground floor. At no time did we discuss the shed that is located below. I stated part of my purchase price included scaffolding for the front window and back window (both are located on the top floor). He showed concerned about the removal of the bathroom window and said he would need to discuss this with his manager, who would need to come on site (at my residence). He assured me that Window World would be in contact with me to discuss the next step. He said the replacement window (for the window that was incorrectly manufactured) would take 1-2 weeks and asked if I still wanted for them to install the kitchen window. He said it was probably best to do all three installations at the same time. I accepted his suggestion and said I would wait. My concern is this - when Mr. [redacted] called Window World in Fredericksburg the following day (in the afternoon) he was told I was contacted that morning (I was not) and I already knew the next step. What I knew and what I was told to me was the manager would be at my location by Friday do look around and discuss the next step. It is puzzling to me why this was not "mapped out" prior to the installation date because this is not the first installation we have had with Window World. I provided my schedule for the remainder of the week and expected a call the following day. It should also be noted the installers did not arrive at my home until 3:00 p.m. There was only 2 hours of daylight left. I am extremely disappointed that I took the afternoon off for this installation and there has been no offer of "compensation" for my lost time. Although the offer was made to come in on a Saturday for the installation, it would have to be pushed off for a few weeks. Other than that, it is possible the installation could be performed next Thursday, which I can accommodate but expect some consideration for that accommodation.

Regards,