Window World of K I B

6/20/2016Complaint ID [redacted] In regards to the complaint number listed above Window World has taken the following actionsMatt G [redacted] went to the home owners house on 6/7/and replaced the sashes that were in question for the customerThe other marks that were mentioned in original complaint were cleaned off the main frame and no further service was necessaryMrs [redacted] expressed that she was very happy with everything and that the window that was in question to be serviced was taken care of effectively.Also from the original paperwork / complaint Window World would like to note that our timeline for the job is as followsCustomer ordered windows on 6/8/During late August / September of Window World contacted customer to set up installationThe timing did not work for customers schedule at that timeOn 10/27/customer contacted Window World to set installation and informed Window World that she would not be able to finish payment until NovWindow World informed customer that payment is normally due when project is finishedIt was decided that it was best to wait until payment could be finalized when install occurredLate November the installation was best for the customer and as Mrs [redacted] states we had a lot of installers taking time for huntingThe installation was moved to Dec14th and the installation was completed on Dec14thThe services that needed done were noted and the new sashes were ordered in Decof As our Window World paperwork states:"Any damage to a product that resulted from shipping, installation or storage is fully covered under the Window World warrantyThe balance is to be paid when job is complete and service parts will be ordered and replaced as soon as possibleThe homeowner retains the right to hold the retail value of the damaged product and the damaged product only(ieif a pane of glass cracks the retail value is the price of the window)This balance will be paid in full once replacement parts are installed."The sashes needed for the service were ordered in late December and were delivered to our warehouse in early JanuaryWindow World called customer on the following dates to schedule installation / discuss issue.December 28th - received check back from bank stating that customer had stopped paymentDecember 30th - no answer, mailbox was full.January 18th - left message on voicemail that sashes were in and we would like to perform service and that balance would be due when service was performed.February 20th 2016- no answer, mailbox was fullMarch 23rd Statement letter mailed with balance due.May 4th - letter mailed informing customer that payment was due.May — customer called to discuss issueWindow World informed customer that payment would be needed before Window World could come out and take care of service.May 24th - received letter from Revdex.com.June -responded to Revdex.com letter stating that Matt G [redacted] was going out to home to try and get issue resolvedOffered June 3rd for appointment and this did not work for customer schedule.June 7th - service performed and issue taken care ofCustomer paid final balance.While we try to keep detailed notes on all orders and interactions with customers we do not track or note every phone callThe above correspondence is what we noted as far as communication with the customerWhile there may have been some miscommunications at times we believe that Window World was actively trying to service the customer and resolve the issueWe apologize for any miscommunication on our part and hope that the customer can enjoy their windows for years to come! After a conversation with the Mrs while performing the service it was commented by both parties (Mrs [redacted] and Matt G***) that we both may have been able to deal with the issue easier with clearer communication.Thank you,Matt G [redacted] Window World of KIB

BetterBusiness Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] I did speak with them anditems are on orderAs long as they fix the items we discussed I am satisfiedwith the resolutionI still feel there should also be some monetary compensationdue to the amount of time that this has all taken.Regards, [redacted]

To who it may concern: In response to complaint # [redacted] During the 1st week of June Window World installed siding and windows on the propertyThere were some issues with the install and Matt G [redacted] met with the homeowner on 7/24/to discuss the issuesA plan was put together to touch up some of the issues and resolve the problemProducts are on order and we will be in contact with the customer as soon as they come in to take care of the issue.We will update the posting once the issue has been resolvedThank you,Matt G***Window World of KIB

We ordered windows from Window World in June of in the upstairs rear of the home and the laundry room in the downstairs
The installation was not until December so as not to conflict with their installers who were all hunters We cooperated to accommodate the installation request even with colder weather approaching The date of installation Mr*** came home and immediately noticed a chip on the right side of the laundry room frame and another in the sash area at the bottom We sent photos to the business of the defective areas the day after installation!
The conversation was civil and professional until the past week Mrs*** called the office repeatedly and stayed in contact with the businessThe office indicated that they called the client numerous times however we had received only one call two months ago with a message left saying that their "sash" was inWe are willing to secure from *** wireless a copy of incoming calls should be requir

6/20/2016
Complaint ID [redacted]
In regards to the complaint number listed above Window World has taken the following actions. Matt G[redacted] went to the home owners house on 6/7/2016 and replaced the sashes that were in question for the customer. The other marks that were...

mentioned in original complaint were cleaned off the main frame and no further service was necessary. Mrs [redacted] expressed that she was very happy with everything and that the window that was in question to be serviced was taken care of effectively.Also from the original paperwork / complaint Window World would like to note that our timeline for the job is as follows. Customer ordered windows on 6/8/2015. During late August / September of 2015 Window World contacted customer to set up installation. The timing did not work for customers schedule at that time. On 10/27/2015 customer contacted Window World to set installation and informed Window World that she would not be able to finish payment until Nov.15. Window World informed customer that payment is normally due when project is finished. It was decided that it was best to wait until payment could be finalized when install occurred. Late November the installation was best for the customer and as Mrs. [redacted] states we had a lot of installers taking time for hunting. The installation was moved to Dec. 14th and the installation was completed on Dec. 14th. The services that needed done were noted and the new sashes were ordered in Dec. of 2015. As our Window World paperwork states:"Any damage to a product that resulted from shipping, installation or storage is fully covered under the Window World warranty. The balance is to be paid when job is complete and service parts will be ordered and replaced as soon as possible. The homeowner retains the right to hold the retail value of the damaged product and the damaged product only. (ie. if a pane of glass cracks the retail value is the price of the 1 window). This balance will be paid in full once replacement parts are installed."The sashes needed for the service were ordered in late December and were delivered to our warehouse in early January. Window World called customer on the following dates to schedule installation / discuss issue.December 28th 2015 - received check back from bank stating that customer had stopped payment. December 30th 2015 - no answer, mailbox was full.January 18th 2016 - left message on voicemail that sashes were in and we would like to perform service and that balance would be due when service was performed.February 20th 2016- no answer, mailbox was fullMarch 23rd 2016 Statement letter mailed with balance due.May 4th 2016 - letter mailed informing customer that payment was due.May 13 2016 — customer called to discuss issue. Window World informed customer that payment would be needed before Window World could come out and take care of service.May 24th 2016 - received letter from Revdex.com.June 2 2016 -responded to Revdex.com letter stating that Matt G[redacted] was going out to home to try and get issue resolved. Offered June 3rd for appointment and this did not work for customer schedule.June 7th 2016 - service performed and issue taken care of. Customer paid final balance.
While we try to keep detailed notes on all orders and interactions with customers we do not track or note every phone call. The above correspondence is what we noted as far as communication with the customer. While there may have been some miscommunications at times we believe that Window World was actively trying to service the customer and resolve the issue. We apologize for any miscommunication on our part and hope that the customer can enjoy their windows for years to come! After a conversation with the Mrs while performing the service it was commented by both parties (Mrs. [redacted] and Matt G[redacted]) that we both may have been able to deal with the issue easier with clearer communication.
Thank you,Matt G[redacted]
Window World of KIB

BetterBusiness Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted]. I did speak with them anditems are on order. As long as they fix the items we discussed I am satisfiedwith the resolution. I still feel there should also be some monetary compensationdue to the amount of time that this has all taken.Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

To who it may concern: In response to complaint #[redacted]During the 1st week of June Window World installed siding and windows on the property. There were some issues with the install and Matt G[redacted] met with the homeowner on 7/24/2015 to...

discuss the issues. A plan was put together to touch up some of the issues and resolve the problem. Products are on order and we will be in contact with the customer as soon as they come in to take care of the issue.We will update the posting once the issue has been resolved.
Thank you,Matt G[redacted]Window World of KIB

To who it may concern: In response to complaint #[redacted]During the 1st week of June Window World installed siding and windows on the property. There were some issues with the install and Matt G[redacted] met with the homeowner on 7/24/2015 to discuss the issues. A plan was put together to touch up some...

of the issues and resolve the problem. Products are on order and we will be in contact with the customer as soon as they come in to take care of the issue.We will update the posting once the issue has been resolved.Thank you,Matt G[redacted]Window World of KIB

6/20/2016Complaint ID [redacted] In regards to the complaint number listed above Window World has taken the following actions. Matt G[redacted] went to the home owners house on 6/7/2016 and replaced the sashes that were in question for the customer. The other marks that were mentioned in original complaint...

were cleaned off the main frame and no further service was necessary. Mrs [redacted] expressed that she was very happy with everything and that the window that was in question to be serviced was taken care of effectively.Also from the original paperwork / complaint Window World would like to note that our timeline for the job is as follows. Customer ordered windows on 6/8/2015. During late August / September of 2015 Window World contacted customer to set up installation. The timing did not work for customers schedule at that time. On 10/27/2015 customer contacted Window World to set installation and informed Window World that she would not be able to finish payment until Nov.15. Window World informed customer that payment is normally due when project is finished. It was decided that it was best to wait until payment could be finalized when install occurred. Late November the installation was best for the customer and as Mrs. [redacted] states we had a lot of installers taking time for hunting. The installation was moved to Dec. 14th and the installation was completed on Dec. 14th. The services that needed done were noted and the new sashes were ordered in Dec. of 2015. As our Window World paperwork states:"Any damage to a product that resulted from shipping, installation or storage is fully covered under the Window World warranty. The balance is to be paid when job is complete and service parts will be ordered and replaced as soon as possible. The homeowner retains the right to hold the retail value of the damaged product and the damaged product only. (ie. if a pane of glass cracks the retail value is the price of the 1 window). This balance will be paid in full once replacement parts are installed."The sashes needed for the service were ordered in late December and were delivered to our warehouse in early January. Window World called customer on the following dates to schedule installation / discuss issue.December 28th 2015 - received check back from bank stating that customer had stopped payment. December 30th 2015 - no answer, mailbox was full.January 18th 2016 - left message on voicemail that sashes were in and we would like to perform service and that balance would be due when service was performed.February 20th 2016- no answer, mailbox was fullMarch 23rd 2016 Statement letter mailed with balance due.May 4th 2016 - letter mailed informing customer that payment was due.May 13 2016 — customer called to discuss issue. Window World informed customer that payment would be needed before Window World could come out and take care of service.May 24th 2016 - received letter from Revdex.com.June 2 2016 -responded to Revdex.com letter stating that Matt G[redacted] was going out to home to try and get issue resolved. Offered June 3rd for appointment and this did not work for customer schedule.June 7th 2016 - service performed and issue taken care of. Customer paid final balance.While we try to keep detailed notes on all orders and interactions with customers we do not track or note every phone call. The above correspondence is what we noted as far as communication with the customer. While there may have been some miscommunications at times we believe that Window World was actively trying to service the customer and resolve the issue. We apologize for any miscommunication on our part and hope that the customer can enjoy their windows for years to come! After a conversation with the Mrs while performing the service it was commented by both parties (Mrs. [redacted] and Matt G[redacted]) that we both may have been able to deal with the issue easier with clearer communication.Thank you,Matt G[redacted] Window World of KIB

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. We did not return the phone call left on my husband's phone, because there was nothing left to address or fix. We were able to solve the problem on our own, without the technician's help. We were told if we would have wanted him to fix the window when he came, he would have had to charge us. So in case, we declined the help and resolved the problem on our own. The window is fine and we now will be cutting off communication with Window World. Thank you.
Regards,
 
[redacted]

To Whom it may concern,
In regards to case ID [redacted] by [redacted], we have left a...

voice message on their phone and have not heard back from the customer. We are waiting for a response from the customer; we are open to resolving their concerns.
Regards,
[redacted]
Owner
Window World of KIB

Review: We ordered 6 windows from Window World in June of 2015. 5 in the upstairs rear of the home and the laundry room in the downstairs.

The installation was not until December 2016 so as not to conflict with their installers who were all hunters. We cooperated to accommodate the installation request even with colder weather approaching. The date of installation Mr. [redacted] came home and immediately noticed a chip on the right side of the laundry room frame and another in the sash area at the bottom. We sent photos to the business of the defective areas the day after installation!

The conversation was civil and professional until the past week. Mrs. [redacted] called the office repeatedly and stayed in contact with the business. The office indicated that they called the client numerous times however we had received only one call two months ago with a message left saying that their "sash" was in. We are willing to secure from [redacted] wireless a copy of incoming calls should be required. When Mrs. [redacted] returned the call she was only able to leave a message saying that not just a sash was needed but an entire window which was discussed originally directly after the installation was needed and was told that the window would indeed be ordered. Mrs. [redacted] attempted to speak with the company but found that the number they had called on originally for customer service kept saying in a recorded message that "this mailbox has not yet been set up" Last Friday Mrs. [redacted] searched numbers on the internet and ultimately reached a Main Street Butler number and was referred to Kelly.

To insure we got the window replaced the clients immediately issued a stop payment on the balance which has been sitting in escrow until the requested replacement is executed. This stop payment was done because of trust issues after hearing reports from various contacts that their product is excellent however their reputation, not. Kelly repeatedly stated the original check was NSF. This was not the case and we can produce our directive to [redacted] Bank on the matter.

Kelly insisted they sash was in and an argument was made that a whole window needed to be replaced. Kelly said they would not replace the window until all money owed was paid. Mrs. [redacted] presented a question as to why a damaged window was installed . She said they should not have done so. Mrs [redacted] offered to pay half of the balance on the spot via credit card but was refused as Kelly indicated that all the windows are in and therefore they would not bring what was needed until everything was paid. Mrs. [redacted] told them she did not trust this arrangement but was still refused when offering to pay half on the spot and the balance upon installation.

It was at this juncture that we decided to seek resolution with help from the Revdex.comDesired Settlement: Replace the defective window! We are willing to have the Revdex.com hold a cashier's check for the balance if the business will agree to this with payment made to Window World/Butler after the correction is completed.

Business

Response:

6/20/2016Complaint ID [redacted] In regards to the complaint number listed above Window World has taken the following actions. Matt G[redacted] went to the home owners house on 6/7/2016 and replaced the sashes that were in question for the customer. The other marks that were mentioned in original complaint were cleaned off the main frame and no further service was necessary. Mrs [redacted] expressed that she was very happy with everything and that the window that was in question to be serviced was taken care of effectively.Also from the original paperwork / complaint Window World would like to note that our timeline for the job is as follows. Customer ordered windows on 6/8/2015. During late August / September of 2015 Window World contacted customer to set up installation. The timing did not work for customers schedule at that time. On 10/27/2015 customer contacted Window World to set installation and informed Window World that she would not be able to finish payment until Nov.15. Window World informed customer that payment is normally due when project is finished. It was decided that it was best to wait until payment could be finalized when install occurred. Late November the installation was best for the customer and as Mrs. [redacted] states we had a lot of installers taking time for hunting. The installation was moved to Dec. 14th and the installation was completed on Dec. 14th. The services that needed done were noted and the new sashes were ordered in Dec. of 2015. As our Window World paperwork states:"Any damage to a product that resulted from shipping, installation or storage is fully covered under the Window World warranty. The balance is to be paid when job is complete and service parts will be ordered and replaced as soon as possible. The homeowner retains the right to hold the retail value of the damaged product and the damaged product only. (ie. if a pane of glass cracks the retail value is the price of the 1 window). This balance will be paid in full once replacement parts are installed."The sashes needed for the service were ordered in late December and were delivered to our warehouse in early January. Window World called customer on the following dates to schedule installation / discuss issue.December 28th 2015 - received check back from bank stating that customer had stopped payment. December 30th 2015 - no answer, mailbox was full.January 18th 2016 - left message on voicemail that sashes were in and we would like to perform service and that balance would be due when service was performed.February 20th 2016- no answer, mailbox was fullMarch 23rd 2016 Statement letter mailed with balance due.May 4th 2016 - letter mailed informing customer that payment was due.May 13 2016 — customer called to discuss issue. Window World informed customer that payment would be needed before Window World could come out and take care of service.May 24th 2016 - received letter from Revdex.com.June 2 2016 -responded to Revdex.com letter stating that Matt G[redacted] was going out to home to try and get issue resolved. Offered June 3rd for appointment and this did not work for customer schedule.June 7th 2016 - service performed and issue taken care of. Customer paid final balance.While we try to keep detailed notes on all orders and interactions with customers we do not track or note every phone call. The above correspondence is what we noted as far as communication with the customer. While there may have been some miscommunications at times we believe that Window World was actively trying to service the customer and resolve the issue. We apologize for any miscommunication on our part and hope that the customer can enjoy their windows for years to come! After a conversation with the Mrs while performing the service it was commented by both parties (Mrs. [redacted] and Matt G[redacted]) that we both may have been able to deal with the issue easier with clearer communication.Thank you,Matt G[redacted] Window World of KIB

Review: I ordered windows, siding, gutters, and shutters from Window World. The work was subcontracted, I expected this. However, I did not expect to have all of the issues with the company and the contractor that I have had.

The main problem with the company is....Communication! They do not call back when they say they will. Work took longer than I was told. When work was scheduled I was told to be home on the first day to meet the crew and allow for the windows to be installed from inside the house. I had to take 2 extra days off of work because it took 3 days to finish the basic window install. This cost me money. Install took 9 days but shutters were still not in. I called because the window in my laundry room was leaking. They sent out the company that installed the gutters to fix the leak. It still leaked. They sent out the contractor who put white duct tape around my roof to “fix” the leak. At this point the manager was scheduled to come out, but then he had to be rescheduled because she double booked him.

The problems with the contractor they sent are extensive... They left more than 400 nails on the ground. I have a very large tractor that got a flat tire from one of the nails. That cost me money. The seams of the siding do not line up and are not square. The caulking is sloppy and unattractive. They left dirt on several window ledges. Instead of putting trim around the porch columns and railings they filled several 6 inch gaps with caulking. Several things were not reattached to the house when they left. The telephone box, water meter, and the porch light fixture were all left unattached. The shutters were not in when they finished the siding and windows. I was told it would take 2 weeks and it took over 4 weeks. I had to take another day off of work for the shutters and leak to be fixed costing me more money. I took the day off only for them to arrive and find out that all the shutters where the wrong size and would have to be reordered. They did fix the telephone box, water meter, and the porch light fixture that day. They tried to fix the roof leak with TAPE, but needless to say it is still leaking. Another 2 weeks went by and the new shutters arrived. I had to take another day off of work. The shutters are shorter than the windows and some are put at the top of the window with a gap at the bottom and others are put at the bottom of the window with a gap at the top. The manager, Matt, came on the same day the new shutter were to be installed. He made several suggestions on how to fix the leak. The gutter company and the manager are due to come out again tomorrow at 4 so I will have to take a ½ day off of work. They consistently say my roof needs repaired. I had no leak in the roof prior to them being on my roof to install the siding. I now have a leak somewhere. I am completely unsatisfied with the craftsmanship of this remodel. The product quality is nice, but the installation was done poorly and with little regard to detail. I will now have several nail holes in my new siding because they are moving the gutters and the shutters will have to be ordered to the correct size again and screwed in again.Desired Settlement: I I expect either a new subcontractor come out to correct all the problems that the previous contractor created. I expect the new subcontractor to provide craftsmanship that is neat and done properly. If they feel they can not correct the problems my 100% satisfaction, then I expect a refund of 40% to cover the following costs…damage done to the new siding by screwing in items that had to be moved and then screwed in to new areas, days of work I missed in addition to several more days I will miss when I have to hire a new contractor, hiring a new contractor to fix all existing problems, photos that I had printed to give to the manager, interest lost on the money I paid them in good faith that would otherwise be in my savings, time lost having to clean up after them from the nails and the dirt left around windows after install, time lost having to take the tractor to get repaired, and the over all distress this has caused.

Business

Response:

To who it may concern: In response to complaint #[redacted]During the 1st week of June Window World installed siding and windows on the property. There were some issues with the install and Matt G[redacted] met with the homeowner on 7/24/2015 to discuss the issues. A plan was put together to touch up some of the issues and resolve the problem. Products are on order and we will be in contact with the customer as soon as they come in to take care of the issue.We will update the posting once the issue has been resolved.Thank you,Matt G[redacted]Window World of KIB

Review: After over a 3 month period, my husband and I are EXTREMELY dis-satisfied with the overall customer service and our experience specifically with Window World of Butler, PA. We were happy initially with our installation on our 3 windows, but found that one needed a slight repair. The process of attempting to schedule a technician to come out to our house and fix the window was an ABSOLUTE catastrophe. We were ignored, rescheduled, and thrown around to different employees on multiple occasions. No one there seemed to want to take responsibility for the clear LACK OF COMMUNICATION within the office. the repairman was late and did not show to our house on multiple occasions. They got all of our information confused and I was called at work after specifically indicated NOT TO CALL ME but to call my husband instead. Then...as if that wasn't enough for us, the day the man finally makes it out to our house for the repair, he tells us there was nothing he could do for us unless we wanted to pay a cost of $100.00 for a fix on the window. At this point, my husband and I are EXTREMELY OUTRAGED, ANNOYED,AND INSULTED with our overall experience of this particular branch. NEVER EVER would we recommend window world to any friends or family. The office should be ashamed and embarrassed of themselves trying to pass for a professional service. I've never had such a horrible experience and pray for anyone that choses to use them in the future.Desired Settlement: we want nothing else. just to give people an awareness to never use this company for fear of being treated horribly and thrown around aimlessly with no positive outcome.

Business

Response:

To Whom it may concern,

After over a 3 month period, my husband and I are EXTREMELY dis-satisfied with the overall customer service and our experience specifically with Window World of Butler, PA. We were happy initially with our installation on our 3 windows, but found that one needed a slight repair. The process of attempting to schedule a technician to come out to our house and fix the window was an ABSOLUTE catastrophe. We were ignored, rescheduled, and thrown around to different employees on multiple occasions. No one there seemed to want to take responsibility for the clear LACK OF COMMUNICATION within the office. the repairman was late and did not show to our house on multiple occasions. They got all of our information confused and I was called at work after specifically indicated NOT TO CALL ME but to call my husband instead. Then...as if that wasn't enough for us, the day the man finally makes it out to our house for the repair, he tells us there was nothing he could do for us unless we wanted to pay a cost of $100.00 for a fix on the window. At this point, my husband and I are EXTREMELY OUTRAGED, ANNOYED,AND INSULTED with our overall experience of this particular branch. NEVER EVER would we recommend window world to any friends or family. The office should be ashamed and embarrassed of themselves trying to pass for a professional service. I've never had such a horrible experience and pray for anyone that choses to use them in the future.