Window World of Joliet

Initial Business Response / [redacted] (1000, 5, 2014/11/06) */ In response to Mr [redacted] complaintWe sold the job on July 23rd and at that time the salesman put 6-weeks for an installMr [redacted] called angry at the week mark of the 6-weeks looking for his windows, at which time we told Mr [redacted] generally we run 8-weeksWe told Mr [redacted] that we call when the windows arrive to set the install and the reason he hadn't heard from us yet is that we didn't have the windowsMr [redacted] immediately called us liars and hung up on the office staffAt that time 8-weeks was the time for usWe accommodated Mr [redacted] and got his windows installed days past the week markThe day of the installation, the installer stated that he was missing a part for the window, and the screen needed to be replacedAlso, Following the installation, the homeowner had additional exterior finishing to perform per his own design requests that work was done by the homeowner after we left the jobsiteThe office ordered those pieces that same dayAgain, we call to let the customer know the status when the items arriveThe pieces came in 2-weeks later and were mailed to the homeowners houseIn the meantime we sent the installer back to the house because Mr [redacted] said the windows were leakingAt that time we hadn't received the screen yet, so I asked the installer to screen on siteIt wasn't told to the office that the one part that was mailed to him was incorrect until weeks after, and immediately we set up a service for the business owner to personally bring the parts to Mr [redacted] The business owner during his visit showed Mr [redacted] that there was a significant gap above the openings with his added work and he needed to seal or flash above his work and add exterior trim to ensure better chance of water not infiltrating behind his casing and getting behind the wallMr [redacted] acknowledged that he missed that detail and needed to perform that work and had missed doing that before the visitWe have completely satisfied our end of the contracted services, and all stated issues have been addressed and completedIn response to Mr [redacted] stating that he had consistently reached out and didn't get a response, Mr [redacted] was reaching out through our corporate email system rather than a direct phone call to our Joliet office and that is what caused a lag time, and that is why there wasn't an immediate call backWe make every effort to address any and all concerns in a timely fashion, when the concerns are submitted through correct systemsThe business owner offered to review circumstances in detail and contact him following the visit to see how we may improve communication where deficiencies may have occurred during his experienceHe rejected that offer of closure and then files this report He is still covered under warranty and we will maintain and honor our contract regardless Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) More lies but I do not expect anything different from this companyThey will say anything to CTAThe significant gap he reference to has NOTHING TO WITH THE LEAK and he pointed this out to me on his customer complaint callThe significant gap is less than 1/32" The leaking was not caused by this gap and he knows this.His claim was that the style of window is subject to this form of leakHe admitted to thisI pointed out to him that when we receive freezing rain and freezes that the area that leak will expand and become worseHe agreed but had no resolution for a inferior designI also pointed out to him that the window salesman did a disservice to us by not recommending changes to installation to prevent visual interference looking out of our porchHe attempted shift the blame back on meNo apology, just blame shiftI will not release Window World from any liability until we go through winter weatherThe windows have a defect design or they would not leak where they doPeriod! Windows should not leak Final Business Response / [redacted] (4000, 11, 2014/11/21) */ I, as the business owner, reviewed the installation and communication timeline I met with the owner and installed the missing weep cover The customer is under our lifetime warranty and has rights to repair for any items on the window that he or any other warranty holder may have in this case While he may have a difference of opinion on construction and window engineering than the plant, it is our experience with swing and clean windows, that the window in question is operating normally and did not allow water in past the frame The customer provided and installed his own casing and sealant outside of our frame to complete his installation as he requested This work was not sealed properly and appears to have contributed to a minor leak below the slider on one sideOn a standard installation , we would have supplied and installed adjacent trim, casing and sealantWhile on site, I directed the customer to missing sealant above heads of these openings The customer acknowledged he failed to seal that on his work and I mentioned that he would likely have leak g and or freeze/thaw issues resulting from such a voidHe then indicated he would address those opening which he was responsible for We will be here for them should need arise for corrective action on our product or work - [redacted]

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 Sincerely, [redacted] as long as they keep their word and problem does gets fixed we as their customer will feel as if we didn't make the wrong choice

Initial Business Response / [redacted] (1000, 5, 2015/02/23) */ This project was installed 1/15/ We provided service at her house on the following dates: 2/24/14, 3/6/14, 3/31/14, 4/7/to accommodate her subjective criticismsm without hesitation In fact , we made four attempts for her at no cost to appease her color concerns on the interior at our expense On 2/24/, [redacted] spoke to the homeowner and indicated that , while we have made no error on our documents or in process, we understand her position and have learned what we might review in better detail for future customers, that said, a resolution was proposed with regard to the outstanding balance On numerous occasions the customer rejected the interior trim, which we offered multiple options including an exact match squared off extension jamb which would have worked with her blinds but she choose not to use that after we trucked it on from out of state for herAdditionally , she signed off on her documents relating to the contractThe paperwork clearly states that we are not responsible for her blindsShe had the option of mounting her blinds outside the pocket in any number of other optionsShe made her own decisions on those issues We explicitly stay away from responsibility for interior blinds for exactly this reason, these are personal not practical objective decisions in many cases and the customer knows their needs in that regard better than we do We provided the windows as described in the contract, periodAnd she is happy with the windows The door issues related to glass size have never been mentioned in any document during the sale or on any contract documentsThe literature makes no reference to glass and had the customer verbally referenced the fact that she had wanted to be sure to keep the same glass size we would have made every effort to make sure that it was ordered that way if possible for the customer Initial Consumer Rebuttal / [redacted] (3001, 12, 2015/04/10) */ I don't understand how my instructions to keep everything the same as I have but in vinyl, or in the case of the patio doors fiberglass, would be interpreted as less glass on the window that best showcases our lakefront viewIn this case there is a total of 15"X 65" area of glass that I LOSTIt's the equivalent to the size of one of the glass panes we have now! I have made many calls about this situationI called [redacted] because they sell [redacted] doorsI was told that when the doors are made smaller, the glass is the part that gets changed to a smaller size, not the "wood" areaThat is why the door in the brochure the Window World showed me as an example of the door I was getting had the proportions of my old patio doorsOf course when I called [redacted] I was told that they "just make the doors" and Window World was responsibleI called Window World corporate office and was given the same responseI also was told to by the Window Office in Peoria to call the people that actually put the doors togetherThere were more suggestions coming from Window Word's office but it was just a runaroundThen no returned phone calls, no return emails, nothing! Why am I, the customer, responsible for the actions and mistakes I didn't make? I'm not privy to the ordering processI leave it up to the professionalsSo when I told them I wanted everything the same, just in a different, easy to care for material, I meant it! There was a window brought in that was not the same as my old one but we kept it because we liked it Now the patio doors have moisture in between the double panes on of the panelsThey won't come out because I refuse to pay the remaining balance of the doors I don't want and they won't take backThey won't come out for the windows eitherThey have to put in the correct inner molding so I can put up my blindsI was going to let this go, but there are nail pops under a window they put in our bedroomWe were going patch it ourselves but now we want them to do it There is nothing I can do with the patio doors I have nowThey will have to be replacedI will have to pay again for new doors and an installer It's very nice that [redacted] has learned a lesson from this for the futureWhy are we paying the price for his lesson? Shouldn't they pay for their own mistakes?

Initial Business Response / [redacted] (1000, 5, 2014/11/06) */ In response to Mr [redacted] complaint. We sold the job on July 23rd and at that time the salesman put 6-8 weeks for an install. Mr [redacted] called angry at the 6 week mark of the 6-8 weeks looking for his windows, at which time we told Mr [redacted] ... generally we run 8-10 weeks. We told Mr [redacted] that we call when the windows arrive to set the install and the reason he hadn't heard from us yet is that we didn't have the windows. Mr [redacted] immediately called us liars and hung up on the office staff. At that time 8-10 weeks was the normal time for us. We accommodated Mr [redacted] and got his windows installed 2 days past the 8 week mark. The day of the installation, the installer stated that he was missing a part for the window, and the screen needed to be replaced. Also, Following the installation, the homeowner had additional exterior finishing to perform per his own design requests that work was done by the homeowner after we left the jobsite. The office ordered those pieces that same day. Again, we call to let the customer know the status when the items arrive. The pieces came in 2-3 weeks later and were mailed to the homeowners house. In the meantime we sent the installer back to the house because Mr [redacted] said the windows were leaking. At that time we hadn't received the screen yet, so I asked the installer to screen on site. It wasn't told to the office that the one part that was mailed to him was incorrect until weeks after, and immediately we set up a service for the business owner to personally bring the parts to Mr [redacted] . The business owner during his visit showed Mr [redacted] that there was a significant gap above the openings with his added work and he needed to seal or flash above his work and add exterior trim to ensure better chance of water not infiltrating behind his casing and getting behind the wall. Mr [redacted] acknowledged that he missed that detail and needed to perform that work and had missed doing that before the visit. We have completely satisfied our end of the contracted services, and all stated issues have been addressed and completed. In response to Mr [redacted] stating that he had consistently reached out and didn't get a response, Mr [redacted] was reaching out through our corporate email system rather than a direct phone call to our Joliet office and that is what caused a lag time, and that is why there wasn't an immediate call back. We make every effort to address any and all concerns in a timely fashion, when the concerns are submitted through correct systems. The business owner offered to review circumstances in detail and contact him following the visit to see how we may improve communication where deficiencies may have occurred during his experience. He rejected that offer of closure and then files this report. He is still covered under warranty and we will maintain and honor our contract regardless. Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) More lies but I do not expect anything different from this company. They will say anything to CTA. The significant gap he reference to has NOTHING TO WITH THE LEAK and he pointed this out to me on his customer complaint call. The significant gap is less than 1/32" The leaking was not caused by this gap and he knows this.His claim was that the style of window is subject to this form of leak. He admitted to this. I pointed out to him that when we receive freezing rain and freezes that the area that leak will expand and become worse. He agreed but had no resolution for a inferior design. I also pointed out to him that the window salesman did a disservice to us by not recommending changes to installation to prevent visual interference looking out of our porch. He attempted shift the blame back on me. No apology, just blame shift. I will not release Window World from any liability until we go through winter weather. The windows have a defect design or they would not leak where they do. Period! Windows should not leak. Final Business Response / [redacted] (4000, 11, 2014/11/21) */ I, as the business owner, reviewed the installation and communication timeline . I met with the owner and installed the missing weep cover . The customer is under our lifetime warranty and has rights to repair for any items on the window that he or any other warranty holder may have in this case. While he may have a difference of opinion on construction and window engineering than the plant, it is our experience with swing and clean windows, that the window in question is operating normally and did not allow water in past the frame. The customer provided and installed his own casing and sealant outside of our frame to complete his installation as he requested . This work was not sealed properly and appears to have contributed to a minor leak below the slider on one side. On a standard installation , we would have supplied and installed adjacent trim, casing and sealant. While on site, I directed the customer to missing sealant above heads of these openings . The customer acknowledged he failed to seal that on his work and I mentioned that he would likely have leak g and or freeze/thaw issues resulting from such a void. He then indicated he would address those opening which he was responsible for. We will be here for them should need arise for corrective action on our product or work. - [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ Contact Name and Title: ***, VP Contact Phone: [redacted] Contact Email: [redacted] @windowworld.com We have been to the clients house several times to review and attempt resolutionUpon receipt of this latest concern, we engaged the door manufacturer to send and meet the owner of the store at the homeWe made some adjustments and sealed an additional point Our tech was asked to come back when convenient for the customer to make one other adjustment and that will be done tomorrowThis should resolve any remaining concern about leaks under rain eventsWe have made an offer of financial resolution due to the circumstance and expect to reach both a complete resolution this week We appreciate their patience and their desire to work with us to get this issue settled and working as designed

Initial Business Response /* (1000, 5, 2014/10/03) */
Contact Name and Title: *** ***
Contact Phone: 815.***
Contact Email: ***@windowworld.com
n response to Ms ***'s Claims:
We went to the *** residence on 4/30/to give Ms *** a Quote which she signed and put a
50% deposit downOn 7/5/we installed windows and one patio door with plans to install the 4th window on another date due to a salesman error in that he ordered the wrong size windowWe returned on 8/3/and installed the remaining window and some wood stopsThe customer was satisfied with the work and signed the completion and made the final payment
On 8/7/Ms *** contacted the office stating that two screens did not fit properlyWe processed a remake order that day for two new screens based on the factory sizes for the particular windows
On 8/29/we made a return visit to install the new screens, the customer called back that day and said that the screens again did not fit properlyThe installer said they were 1/16th too small
On 9/we again returned to replace the screens which again didn't fit, we asked the installer to take measurements and report to us exact sizes neededWe placed the order that day with the sizes that were needed
On 9/the service tech brought the reordered screens to Ms ***'s residenceOne of the two fit to her satisfaction, we reordered the smaller one and expect to have it in within the next week at which time we will bring to Ms *** residence and install
XXX-XXX-XXXX
Window world of Joliet

Brian gave us an estimate on sets of casement windows for our home They weren't the cheapest, but they had the BEST warranty So, I rest assured that if I have any problems with these windows they will fix as needed But they reduce the heat in our home as well as the noise We are very happy with themKudos to the installers They worked in February to get our windows in quickly and professionally I have recommended them to my dad and two friends who have all installed these windows

My install appointment was rescheduled two times because the first time the installer was running late / over booked for the day and the second because he just plain forgot. When the installer finally came out to install my door, he made sure that the door was the correct style and color, but failed to verify the storm door which had to be reordered and a fourth appointment made. The quality of work is excellent, and everyone is very nice, but it was still a negative experience overall.

Initial Business Response /* (1000, 5, 2014/11/06) */
In response to Mr [redacted] complaint. We sold the job on July 23rd and at that time the salesman put 6-8 weeks for an install. Mr [redacted] called angry at the 6 week mark of the 6-8 weeks looking for his windows, at which time we told Mr...

[redacted] generally we run 8-10 weeks. We told Mr [redacted] that we call when the windows arrive to set the install and the reason he hadn't heard from us yet is that we didn't have the windows. Mr [redacted] immediately called us liars and hung up on the office staff. At that time 8-10 weeks was the normal time for us. We accommodated Mr [redacted] and got his windows installed 2 days past the 8 week mark. The day of the installation, the installer stated that he was missing a part for the window, and the screen needed to be replaced. Also, Following the installation, the homeowner had additional exterior finishing to perform per his own design requests that work was done by the homeowner after we left the jobsite. The office ordered those pieces that same day. Again, we call to let the customer know the status when the items arrive. The pieces came in 2-3 weeks later and were mailed to the homeowners house. In the meantime we sent the installer back to the house because Mr [redacted] said the windows were leaking. At that time we hadn't received the screen yet, so I asked the installer to screen on site. It wasn't told to the office that the one part that was mailed to him was incorrect until weeks after, and immediately we set up a service for the business owner to personally bring the parts to Mr [redacted]. The business owner during his visit showed Mr [redacted] that there was a significant gap above the openings with his added work and he needed to seal or flash above his work and add exterior trim to ensure better chance of water not infiltrating behind his casing and getting behind the wall. Mr [redacted] acknowledged that he missed that detail and needed to perform that work and had missed doing that before the visit. We have completely satisfied our end of the contracted services, and all stated issues have been addressed and completed. In response to Mr [redacted] stating that he had consistently reached out and didn't get a response, Mr [redacted] was reaching out through our corporate email system rather than a direct phone call to our Joliet office and that is what caused a lag time, and that is why there wasn't an immediate call back. We make every effort to address any and all concerns in a timely fashion, when the concerns are submitted through correct systems. The business owner offered to review circumstances in detail and contact him following the visit to see how we may improve communication where deficiencies may have occurred during his experience. He rejected that offer of closure and then files this report.
He is still covered under warranty and we will maintain and honor our contract regardless.

Initial Consumer Rebuttal /* (3000, 7, 2014/11/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
More lies but I do not expect anything different from this company. They will say anything to CTA. The significant gap he reference to has NOTHING TO WITH THE LEAK and he pointed this out to me on his customer complaint call. The significant gap is less than 1/32" The leaking was not caused by this gap and he knows this.His claim was that the style of window is subject to this form of leak. He admitted to this. I pointed out to him that when we receive freezing rain and freezes that the area that leak will expand and become worse. He agreed but had no resolution for a inferior design. I also pointed out to him that the window salesman did a disservice to us by not recommending changes to installation to prevent visual interference looking out of our porch. He attempted shift the blame back on me. No apology, just blame shift. I will not release Window World from any liability until we go through winter weather. The windows have a defect design or they would not leak where they do. Period! Windows should not leak.
Final Business Response /* (4000, 11, 2014/11/21) */
I, as the business owner, reviewed the installation and communication timeline . I met with the owner and installed the missing weep cover .
The customer is under our lifetime warranty and has rights to repair for any items on the window that he or any other warranty holder may have in this case.
While he may have a difference of opinion on construction and window engineering than the plant, it is our experience with swing and clean windows, that the window in question is operating normally and did not allow water in past the frame.
The customer provided and installed his own casing and sealant outside of our frame to complete his installation as he requested . This work was not sealed properly and appears to have contributed to a minor leak below the slider on one side. On a standard installation , we would have supplied and installed adjacent trim, casing and sealant. While on site, I directed the customer to missing sealant above heads of these openings . The customer acknowledged he failed to seal that on his work and I mentioned that he would likely have leak g and or freeze/thaw issues resulting from such a void. He then indicated he would address those opening which he was responsible for.
We will be here for them should need arise for corrective action on our product or work.
-[redacted]

Initial Business Response /* (1000, 5, 2015/02/23) */
This project was installed 1/15/14
We provided service at her house on the following dates: 2/24/14, 3/6/14, 3/31/14, 4/7/14 to accommodate her subjective criticismsm without hesitation . In fact , we made four attempts for her at no cost to...

appease her color concerns on the interior at our expense.
On 2/24/14 , [redacted] spoke to the homeowner and indicated that , while we have made no error on our documents or in process, we understand her position and have learned what we might review in better detail for future customers, that said, a resolution was proposed with regard to the outstanding balance.

On numerous occasions the customer rejected the interior trim, which we offered multiple options including an exact match squared off extension jamb which would have worked with her blinds but she choose not to use that after we trucked it on from out of state for her. Additionally , she signed off on her documents relating to the contract. The paperwork clearly states that we are not responsible for her blinds. She had the option of mounting her blinds outside the pocket in any number of other options. She made her own decisions on those issues .
We explicitly stay away from responsibility for interior blinds for exactly this reason, these are personal not practical objective decisions in many cases and the customer knows their needs in that regard better than we do.
We provided the windows as described in the contract, period. And she is happy with the windows.
The door issues related to glass size have never been mentioned in any document during the sale or on any contract documents.. The literature makes no reference to glass and had the customer verbally referenced the fact that she had wanted to be sure to keep the same glass size we would have made every effort to make sure that it was ordered that way if possible for the customer.
Initial Consumer Rebuttal /* (3001, 12, 2015/04/10) */
I don't understand how my instructions to keep everything the same as I have but in vinyl, or in the case of the patio doors fiberglass, would be interpreted as less glass on the window that best showcases our lakefront view. In this case there is a total of 15"X 65" area of glass that I LOST. It's the equivalent to the size of one of the glass panes we have now!
I have made many calls about this situation. I called [redacted] because they sell [redacted] doors. I was told that when the doors are made smaller, the glass is the part that gets changed to a smaller size, not the "wood" area. That is why the door in the brochure the Window World showed me as an example of the door I was getting had the proportions of my old patio doors. Of course when I called [redacted] I was told that they "just make the doors" and Window World was responsible. I called Window World corporate office and was given the same response. I also was told to by the Window Office in Peoria to call the people that actually put the doors together. There were more suggestions coming from Window Word's office but it was just a runaround. Then no returned phone calls, no return emails, nothing!
Why am I, the customer, responsible for the actions and mistakes I didn't make? I'm not privy to the ordering process. I leave it up to the professionals. So when I told them I wanted everything the same, just in a different, easy to care for material, I meant it! There was a window brought in that was not the same as my old one but we kept it because we liked it.
Now the patio doors have moisture in between the double panes on 2 of the panels. They won't come out because I refuse to pay the remaining balance of the doors I don't want and they won't take back. They won't come out for the windows either. They have to put in the correct inner molding so I can put up my blinds. I was going to let this go, but there are nail pops under a window they put in our bedroom. We were going patch it ourselves but now we want them to do it.
There is nothing I can do with the patio doors I have now. They will have to be replaced. I will have to pay again for new doors and an installer.
It's very nice that [redacted] has learned a lesson from this for the future. Why are we paying the price for his lesson? Shouldn't they pay for their own mistakes?

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.
Sincerely,
[redacted]  as long as they keep their word and problem does gets fixed we as their customer will feel as if we didn't make the wrong choice.

We have made contact with the customer and made an initial plan to review all details with the manufacture and the owner of the store where we are from your commitment to see this through warranty through . We are going to make it right. we will not tolerate a hollering window anymore than the...

customer.we will be in touch with them next week for next steps.  We have not had this problem with this model before . It is a highly unusual problem to have .

Initial Business Response /* (1000, 5, 2015/02/23) */
This project was installed 1/15/14
We provided service at her house on the following dates: 2/24/14, 3/6/14, 3/31/14, 4/7/14 to accommodate her subjective criticismsm without hesitation . In fact , we made four attempts for her at no...

cost to appease her color concerns on the interior at our expense.
On 2/24/14 , [redacted] spoke to the homeowner and indicated that , while we have made no error on our documents or in process, we understand her position and have learned what we might review in better detail for future customers, that said, a resolution was proposed with regard to the outstanding balance.

On numerous occasions the customer rejected the interior trim, which we offered multiple options including an exact match squared off extension jamb which would have worked with her blinds but she choose not to use that after we trucked it on from out of state for her. Additionally , she signed off on her documents relating to the contract. The paperwork clearly states that we are not responsible for her blinds. She had the option of mounting her blinds outside the pocket in any number of other options. She made her own decisions on those issues .
We explicitly stay away from responsibility for interior blinds for exactly this reason, these are personal not practical objective decisions in many cases and the customer knows their needs in that regard better than we do.
We provided the windows as described in the contract, period. And she is happy with the windows.
The door issues related to glass size have never been mentioned in any document during the sale or on any contract documents.. The literature makes no reference to glass and had the customer verbally referenced the fact that she had wanted to be sure to keep the same glass size we would have made every effort to make sure that it was ordered that way if possible for the customer.
Initial Consumer Rebuttal /* (3001, 12, 2015/04/10) */
I don't understand how my instructions to keep everything the same as I have but in vinyl, or in the case of the patio doors fiberglass, would be interpreted as less glass on the window that best showcases our lakefront view. In this case there is a total of 15"X 65" area of glass that I LOST. It's the equivalent to the size of one of the glass panes we have now!
I have made many calls about this situation. I called [redacted] because they sell [redacted] doors. I was told that when the doors are made smaller, the glass is the part that gets changed to a smaller size, not the "wood" area. That is why the door in the brochure the Window World showed me as an example of the door I was getting had the proportions of my old patio doors. Of course when I called [redacted] I was told that they "just make the doors" and Window World was responsible. I called Window World corporate office and was given the same response. I also was told to by the Window Office in Peoria to call the people that actually put the doors together. There were more suggestions coming from Window Word's office but it was just a runaround. Then no returned phone calls, no return emails, nothing!
Why am I, the customer, responsible for the actions and mistakes I didn't make? I'm not privy to the ordering process. I leave it up to the professionals. So when I told them I wanted everything the same, just in a different, easy to care for material, I meant it! There was a window brought in that was not the same as my old one but we kept it because we liked it.
Now the patio doors have moisture in between the double panes on 2 of the panels. They won't come out because I refuse to pay the remaining balance of the doors I don't want and they won't take back. They won't come out for the windows either. They have to put in the correct inner molding so I can put up my blinds. I was going to let this go, but there are nail pops under a window they put in our bedroom. We were going patch it ourselves but now we want them to do it.
There is nothing I can do with the patio doors I have now. They will have to be replaced. I will have to pay again for new doors and an installer.
It's very nice that [redacted] has learned a lesson from this for the future. Why are we paying the price for his lesson? Shouldn't they pay for their own mistakes?

Initial Business Response /* (1000, 5, 2015/07/30) */
Contact Name and Title: [redacted], VP
Contact Phone: [redacted]
Contact Email: [redacted]@windowworld.com
We have been to the clients house several times to review and attempt resolution. Upon receipt of this latest concern, we engaged the...

door manufacturer to send and meet the owner of the store at the home. We made some adjustments and sealed an additional point.
Our tech was asked to come back when convenient for the customer to make one other adjustment and that will be done tomorrow. This should resolve any remaining concern about leaks under normal rain events. We have made an offer of financial resolution due to the circumstance and expect to reach both a complete resolution this week.
We appreciate their patience and their desire to work with us to get this issue settled and working as designed.

Initial Business Response /* (1000, 5, 2014/11/06) */
In response to Mr [redacted] complaint. We sold the job on July 23rd and at that time the salesman put 6-8 weeks for an install. Mr [redacted] called angry at the 6 week mark of the 6-8 weeks looking for his windows, at which time we told Mr [redacted]...

generally we run 8-10 weeks. We told Mr [redacted] that we call when the windows arrive to set the install and the reason he hadn't heard from us yet is that we didn't have the windows. Mr [redacted] immediately called us liars and hung up on the office staff. At that time 8-10 weeks was the normal time for us. We accommodated Mr [redacted] and got his windows installed 2 days past the 8 week mark. The day of the installation, the installer stated that he was missing a part for the window, and the screen needed to be replaced. Also, Following the installation, the homeowner had additional exterior finishing to perform per his own design requests that work was done by the homeowner after we left the jobsite. The office ordered those pieces that same day. Again, we call to let the customer know the status when the items arrive. The pieces came in 2-3 weeks later and were mailed to the homeowners house. In the meantime we sent the installer back to the house because Mr [redacted] said the windows were leaking. At that time we hadn't received the screen yet, so I asked the installer to screen on site. It wasn't told to the office that the one part that was mailed to him was incorrect until weeks after, and immediately we set up a service for the business owner to personally bring the parts to Mr [redacted]. The business owner during his visit showed Mr [redacted] that there was a significant gap above the openings with his added work and he needed to seal or flash above his work and add exterior trim to ensure better chance of water not infiltrating behind his casing and getting behind the wall. Mr [redacted] acknowledged that he missed that detail and needed to perform that work and had missed doing that before the visit. We have completely satisfied our end of the contracted services, and all stated issues have been addressed and completed. In response to Mr [redacted] stating that he had consistently reached out and didn't get a response, Mr [redacted] was reaching out through our corporate email system rather than a direct phone call to our Joliet office and that is what caused a lag time, and that is why there wasn't an immediate call back. We make every effort to address any and all concerns in a timely fashion, when the concerns are submitted through correct systems. The business owner offered to review circumstances in detail and contact him following the visit to see how we may improve communication where deficiencies may have occurred during his experience. He rejected that offer of closure and then files this report.
He is still covered under warranty and we will maintain and honor our contract regardless.

Initial Consumer Rebuttal /* (3000, 7, 2014/11/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
More lies but I do not expect anything different from this company. They will say anything to CTA. The significant gap he reference to has NOTHING TO WITH THE LEAK and he pointed this out to me on his customer complaint call. The significant gap is less than 1/32" The leaking was not caused by this gap and he knows this.His claim was that the style of window is subject to this form of leak. He admitted to this. I pointed out to him that when we receive freezing rain and freezes that the area that leak will expand and become worse. He agreed but had no resolution for a inferior design. I also pointed out to him that the window salesman did a disservice to us by not recommending changes to installation to prevent visual interference looking out of our porch. He attempted shift the blame back on me. No apology, just blame shift. I will not release Window World from any liability until we go through winter weather. The windows have a defect design or they would not leak where they do. Period! Windows should not leak.
Final Business Response /* (4000, 11, 2014/11/21) */
I, as the business owner, reviewed the installation and communication timeline . I met with the owner and installed the missing weep cover .
The customer is under our lifetime warranty and has rights to repair for any items on the window that he or any other warranty holder may have in this case.
While he may have a difference of opinion on construction and window engineering than the plant, it is our experience with swing and clean windows, that the window in question is operating normally and did not allow water in past the frame.
The customer provided and installed his own casing and sealant outside of our frame to complete his installation as he requested . This work was not sealed properly and appears to have contributed to a minor leak below the slider on one side. On a standard installation , we would have supplied and installed adjacent trim, casing and sealant. While on site, I directed the customer to missing sealant above heads of these openings . The customer acknowledged he failed to seal that on his work and I mentioned that he would likely have leak g and or freeze/thaw issues resulting from such a void. He then indicated he would address those opening which he was responsible for.
We will be here for them should need arise for corrective action on our product or work.
-[redacted]

Initial Business Response /* (1000, 5, 2014/10/03) */
Contact Name and Title: [redacted]
Contact Phone: 815.[redacted]
Contact Email: [redacted]@windowworld.com
n response to Ms [redacted]'s Claims:

We went to the [redacted] residence on 4/30/14 to give Ms [redacted] a Quote which she signed...

and put a 50% deposit down. On 7/5/14 we installed 3 windows and one patio door with plans to install the 4th window on another date due to a salesman error in that he ordered the wrong size window. We returned on 8/3/14 and installed the remaining window and some wood stops. The customer was satisfied with the work and signed the completion and made the final payment.

On 8/7/14 Ms [redacted] contacted the office stating that two screens did not fit properly. We processed a remake order that day for two new screens based on the factory sizes for the particular windows.

On 8/29/14 we made a return visit to install the new screens, the customer called back that day and said that the screens again did not fit properly. The installer said they were 1/16th too small

On 9/18 we again returned to replace the screens which again didn't fit, we asked the installer to take measurements and report to us exact sizes needed. We placed the order that day with the sizes that were needed.

On 9/25 the service tech brought the reordered screens to Ms [redacted]'s residence. One of the two fit to her satisfaction, we reordered the smaller one and expect to have it in within the next week at which time we will bring to Ms [redacted] residence and install.
XXX-XXX-XXXX
Window world of Joliet

Initial Business Response /* (1000, 5, 2015/07/30) */
Contact Name and Title: [redacted], VP
Contact Phone: [redacted]
Contact Email: [redacted]@windowworld.com
We have been to the clients house several times to review and attempt resolution. Upon receipt of this latest concern, we engaged the door...

manufacturer to send and meet the owner of the store at the home. We made some adjustments and sealed an additional point.
Our tech was asked to come back when convenient for the customer to make one other adjustment and that will be done tomorrow. This should resolve any remaining concern about leaks under normal rain events. We have made an offer of financial resolution due to the circumstance and expect to reach both a complete resolution this week.
We appreciate their patience and their desire to work with us to get this issue settled and working as designed.