Window World of Richmond

Overall, our experience with window world was great! [redacted] was very courteous and professional and worked with us to get a job contracted within our budgetIt did take several months for the job to get started, but once it did, lead contractor *** and his crew did a superb job and finished in record time! When there were a few issues (they initially sent the wrong type siding), [redacted] was great at smoothing them out and making sure that we were happy and got exactly what we had been promisedMy mother's house looks brand new and we are very pleased with the professional work that [redacted] and the window world team did! My mom is so happy and all of the neighbors are very impressed too! Thank you [redacted] and Window World guys!

I called Window World to let them know we had decided to go with a different company for new siding & replacement of all windows The woman asked why & I told her it was due to the less than flattering reviews/complaints I had found on line about Window World She responded in a "snippy" voice, "well anyone with a computer can ruin someone's reputation" and hangs up By her response, she confirms to us that we made the right decision

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected] Regards, [redacted]

We have spoken with Mrs [redacted] , she contracted for am in swing door and it was noted this would be a change to an I swing from an outswing doorThe door does need to be cut down to fitA cut down would be what arrives as a new order as well; the door would be cut to fit appropriatelyWhen we went to the job site we were aware per the contract that we were doing a reverse swing from her current door; we did suggest a different in swing door.We are working diligently to resolve this issue within the confines of the contract

Revdex.com spoke with the business this has been resolved directly with the customer

Revdex.com spoke with the businessAt this time due to several issues with the installThis customer has been refunded fully and the business will be doing this install for the customer free of charge

Unfortunately we did not have the sliding glass door in; we had shown it on our bill of lading and had a packing slip for it It should have been communicated by someone from the office staff and not the installers to ensure the customer would have been comfortable with us only going to the window installation and coming back out to do the sliding glass door once we had confirmation of it coming into the warehouse from our manufacturerWe should have been more considerate in following up on the unfinished work on the window install[redacted] received the phone call from [redacted] in regards to door not being enroute to her house and asked if it was okay to proceed with the install and told her it would be a four week lead time on the door arrivingWe did stay in contact with her in regards to the door arriving and pre-scheduled her based on the factories estimated arrival time to usShe is currently scheduled for install based on that time and we are going to stay in closer contact and open the lines of communication between the office staff and the customer with any future installs

Ms [redacted] originally ordered her windows back in February Ms [redacted] does has a lifetime warranty with her Window World WindowsIt usually take 4-weeks to receive the product into our warehouse and installedAll of our windows come with a specific serial number that lets us know the size, grid package, glass options, etcSo when Ms [redacted] called to order a window under warranty it pulled up her original orderShe original order her windows with a different grid pattern than what she currently hasWe have the correct sash on order and should receive it by the end of this monthMs [redacted] came into our office a week ago and start screaming at employees stated that if she would get up off her a [redacted] and go look then we wouldn't have this issueAll of our windows come in cardboard packaging from our manufacturer.We usually do not open the package until we get out to the homeowners house because it creates a bigger risk of the sash to breakingWe will make sure that we look at Ms [redacted] sash prior to going to her home so that we do not inconvenience her anymore

Unfortunately, Window World does not have any record of [redacted] calling until [redacted] spoke with her on May 16, Once [redacted] spoke with [redacted] , the replacement window was orderedIt arrived on June 6, On June 10th, [redacted] left [redacted] a voicemail to schedule the installation [redacted] returned her call and on June 13th, 2014, our service technician installed the window We do apologize to [redacted] for the length of time it has taken to get a simple warranty replacement

We have looked in Mr [redacted] folder and found the material that is needed to complete his warranty work I reached out to our manufacturer who is experiencing some delayI have also reached out to Mr [redacted] to let him know that we would be expecting the material in two weeks but I would attempt to put a rush on the material As of know the expected delivery date is the 24th of April

Ms [redacted] originally ordered her windows back in February Ms [redacted] does has a lifetime warranty with her Window World WindowsIt usually take 4-weeks to receive the product into our warehouse and installedAll of our windows come with a specific serial number that lets us know the size, grid package, glass options, etcSo when Ms [redacted] called to order a window under warranty it pulled up her original orderShe original order her windows with a different grid pattern than what she currently hasWe have the correct sash on order and should receive it by the end of this monthMs [redacted] came into our office a week ago and start screaming at employees stated that if she would get up off her a [redacted] and go look then we wouldn't have this issueAll of our windows come in cardboard packaging from our manufacturer.We usually do not open the package until we get out to the homeowners house because it creates a bigger risk of the sash to breakingWe will make sure that we look at Ms [redacted] sash prior to going ot to her home so that we do not inconvenience her anymore

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at [redacted] Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.] RevDex.com: Window World did send out a handyman to put my shutters back up and fix the caulking on 6 windows. I am closing the issue because I need to move on as I started this process four months ago, but it doesn't change the fact that this experience was horrible in that I was stood up three times, it took four trips and therefore four disruptions of my life for Window World to complete one job, I personally had to clean up glass inside and outside my house and most of the windows were smudged and I have to clean them and the discount I was provided for my inconvenience is insulting. I hope they use my experience as an impetus to improve their communications with customers and implement a no tolerance policy for not showing up for install dates without advance communication with the customer. I think they should also take a good look at their scheduling because my impression is that the crews are over scheduled and therefore don't show on time, rush when they get there and the rushing therefore creates issues that have to be resolved with yet another service call. [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] @richmond.Revdex.com.org Regards, [redacted] ***

Revdex.com: 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] The customer reached out to Revdex.comThey did not bring a window that should have been ordered and one was not even on the list to be installed at this home

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

I have worked with Window world for the past year in the purchase and installation of replacement windows My salesman [redacted] was professional and easy to work with He was not a pressure salesperson and was very accomadating when I asked for changes from the standard windowBecause I staggered my installation I had two different teams Both were professional The team led by [redacted] had to reconstruct a three window opening They took pride in their workmanship and when it was finished it gave a new look to my house I am very pleased with my relationship with Window World of Richmond ***

I had a very positive experience with Window World in Fredericksburg putting slider windows in our cottageSo I thought I would try the Richmond WWorld for my home in ChesterfieldToday they installed two windows, delivery was two weeks early and the install took about minutes Windows look very niceM

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected] Regards, [redacted] ***

As of July 26, the job was completed