Window World of Richmond

Upon arrival on November 21, *** ***was made aware of installation preparation that was needed to be done before we could install the windowsWe arrived on November 21, the modifications had not been doneAt that time we stated that we needed to reschedule for December 14,
We were told that all modifications would be ready at this time and she had gapping holes in her houseWhen we arrived on December 14,no modifications by *** contractor had been made at this timeWe installed everything but windows on December 14, We asked for the homeowner to contact us as soon as the modifications had been completed by *** contractorWe received a call on Thursday, December 15, that the modifications had been done and that we could get out there as soon as possibleWe went out and completed the remaining windows on December 16, This should not be a Window World of Richmond Revdex.com complaint since we have complied to the contract the customers contractor did not have the openings modified as scheduled

We were out at Mr*** home yesterday and have the Shutters installed. Due to the amount of time original shutters were installed and the replacement shutters were installed we will have add Tapcons to the existing shutters screws to more securely fasten them. Our Install Manager will be reaching out to Mr*** today to get him scheduled for that particular installation

I used Window World about years ago for the first time and am currently using them again for another project They have great products that are an exceptional value They also stand by their lifetime warranty, which I have had an occasion to use when the glass on a window broke and they replaced at no charge I am currently having sliding glass doors installed, and they look great! Excellent quality, and the installers are very professional Window World's price was significantly less than that of another company (who you also regularly see advertising on TV) I am getting ready to order a garage door today and have all the confidence that this will be a great experience as well I highly recommend Window World!

Revdex.com spoke with the businessThey will be out at the customer's home Thursday March 19, they hope they will be able to have a chesterfield county inspector with them

The financing was ran prior to bringing new *** *** *** out due to the fact that the customer signed her certificate of completion which allows us to process the payment, which in the case of *** *** was *** *** FinancingI have attached the completion certificate to the
response. We ordered it initially in a 1xsize, when it came back to the warehouse we sent it back out to the field in another size which did not fit as this was not a true half round window, when brought to the attention of the ordering department it was conferred with the initial installer, salesman, and our millworker on what size would work and was turned around in a day and brought out for installation within hours of realizing the problem
We do commonly have customers who allow us to process payments while waiting on parts and pieces, I understand *** ***'s frustration on the end of getting her job complete and how she feels her time was not taken into consideration nor did we take the time to explain or apologize for any of the mistakes on our end and lacked in communication regarding this job. Her job is now completed and I have reached out to her to make sure that she was not affected by any late charges from *** *** or if there is any other work we need to do

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
I look forward to the telephone call
Regards,
*** ***

I used Window World of Richmond to install a window I accidently broke in my house during the very cold...cold snap of in Richmond, VA Being my window was shattered in near zero degree temps, Window World was very quick to respond and the salesman, ***, was at my house at our agreed upon time *** was very knowledgeable and helpful regarding all aspects of choosing a window, install time, cost, etcand was able to take the required half payment electronically which was very convenient for me He also stated that he would let the window manufacturer know that the new window is to replace a shattered window in a house and to please make it a priority to build the window and ship it for installOn the day the install was scheduled, it began to snow and I was reluctant about starting and not being able to finish, but the installer, ***, assured me he could get it done and would not leave until it was secure and air-tight He did just that and because of the weather I agreed to have the window wrap (exterior of house) completed on another dayDuring the phases of quoting, installation, and completion *** *was my point of contact and communicated often and followed up as needed in a timely mannerLong story short, I will use them again and plan to get the other windows in the front of my house through Window World of Richmond in the near future

[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 ***, 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: ***
Regards,
*** ***

[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 ***, 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: ***
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that complting the job under warranty will solve my problem.We do need to set the record straight, however We are aware of the contract and provisions for weatherWhen the crew did not return after the initial installation when there was inclement weather, we called the office a week or more later The rep seemed surprised and, after putting me on hold, indicated they would come the next Sunday They did not come, but did not call to rescheduleWe had to call yet again and ask to be put on the schedule.When the crew arrived they announced their arrival and set to workAt one point my husband went out to ask if they could move their truck for a car to exit No problem He also reiterated that we had reported a sliced/ ripped screenThe worker replaced that screen --- cutting the screening on our hot tub cover! Thank goodness he didn't slice the cover.We did not hear them ring any bell to make contact before they left I was sitting up at my desk looking out the window at them while they were working My husband was downstairs reading with no tvBoth of us would have heard a doorbell ringing We would have gone through the work with them had they knocked I came down when I saw them leave and asked if they needed a sign off and found they had left without contact They may have called ***, but they're not being truthful about any attempt to close the transaction with usWe fully intend to pay our bill, but need to have the flawed screens replacedMy husband hung up because when he asked if the 'service' call was going to cost, the girl wouldn't tell him, and twice insisted "We need a payment, SIR"(It was a not very nice tone, like we were avoiding payment, or holding out)He hung up because the circular conversation was no longer productive and he did not want to be disrespectful.We would like to schedule the screen repairs and sign off on a completed job, paying the remaining balanceWW had installed all of our windows over the years, and we had been pleased overall
Regards,
*** ***

On ***, Mrs*** Purchased (10) replacement windows from Window WorldWe completed the installation of these windows on ***The purchase price of the windows was $***In September of 2016, We received a call from Mrs*** concerning the possibility of one or two of the
windows leaking water in her living roomAs part of standard warranty procedure, we send a qualified representative of the company to inspect what the case may be, assess the situation, provide a report back to the office, at which time, a determination is made as to the next stepsIn the case of Mrs***'* concerns, there are no sufficient data throughout our assessment that indicated that a leak was occurring as a result of any product defect, or installation defectTherefore, we followed up with Mrs***, and informed the customer of our initial conclusionThe standard procedure post assessment of a case like this is that the case is closed, UNLESS we should here back from the customer expressing the same concerns; certainly we honor our warranty, and would stop short of nothing to get to the bottom of the source of the leak, weather it pertains to the window or notIn this case, September of is the only communication we have had with Mrs***, until we received this complaintTypically, the next steps for our company would be to involve other resources; such as a manufacture representative, removal of exisiting window; water tests, or even a third party consulting service to obtain an investigative summary report as to the source of a leakWe attempted to reach Mrs*** on 1/26/at approximately 4;oopm, after receiving the complaintWe left a voicemail on both numbers we have on file, and we are awaiting her responseWe certainly would like the opportunity to re-assess the situation, and, if found that this leak is a result of a window world window product or installation of the product, we certainly honor our warranty, and would address and correct the situation along with the damage that may have occurred as a result.Please see the attached for the photos we took in September of the damage shown to us by Mrs***

Upon arrival on November 21, *** ***was made aware of installation preparation that was needed to be done before we could install the windowsWe arrived on November 21, the modifications had not been doneAt that time we stated that we needed to reschedule for December 14,
We were told that all modifications would be ready at this time and she had gapping holes in her houseWhen we arrived on December 14,no modifications by *** contractor had been made at this timeWe installed everything but windows on December 14, We asked for the homeowner to contact us as soon as the modifications had been completed by *** contractorWe received a call on Thursday, December 15, that the modifications had been done and that we could get out there as soon as possibleWe went out and completed the remaining windows on December 16, This should not be a Window World of Richmond Revdex.com complaint since we have complied to the contract the customers contractor did not have the openings modified as scheduled

I spoke with Mrs [redacted] today to verify that we had ordered all new product for her and would reach out to her to pre-schedule the installation as soon as we had an arrival date.  We will be able to accommodate a Saturday install for the customer with the ordering of her new product. We do...

apologize for a lack of communication on our end as to what stages we were in for solving the issue with the color of her door.

On September 28, 2007 (10 years ago) Ms. [redacted] purchased * windows from Window World of Richmond. When the Window World Representative came out on August 18, 2017 to install the replacement sash he had to move furniture, blinds, curtains in order for him to replace the sash. Once he was...

able to get to the window he noticed the window was not locked and hadn't been for quite sometime. He didn't notice any sensors on the window nor did the homeowner mention anything about it. I have attached a copy of Ms. [redacted] contract where it states "you the buyer are responsible for the removal and installation of any exsisting security systems, and any restrictive covenants regard historic districts and homeowners associations". Unfortunately we are not liscensed or certified with the DCJS to install and uninstall security systems. Typically, the security system companies do not charge there own customers for these items. Unfortunately, as stated in the attached copy of our Ms. [redacted] contract we are not responsible for security systems.

[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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If 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.It is not letting me respond just gave me option to reject.  I ordered the correct windows on 2013 they placed the order for wrong windows. This should of been noted in my account a long time ago. I went through this last time I ordered a window and same problem. It's the same window with the same issue.  They have scratched my floor in the process of replacing a window and many other issues from the beginning. I sent for a repair in February and still have yet to get the new window. 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:
I have reviewed the offer made by the...

business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,[redacted]

Window World has someone to going out and address the issue this evening.

Ms. [redacted] originally ordered her windows back in February 2013 Ms. [redacted] does has a lifetime warranty with her Window World Windows. It usually take 4-6 weeks to receive the product into our warehouse and installed. All of our windows come with a specific serial number that lets us know the...

size, grid package, glass options, etc. So when Ms. [redacted] called to order a window under warranty it pulled up her original order. She original order her windows with a different grid pattern than what she currently has. We have the correct sash on order and should receive it by the end of this month. Ms. [redacted] came into our office a week ago and start screaming at employees stated that if she would get up off her a** and go look then we wouldn't have this issue. All 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 breaking. We will make sure that we look at Ms. [redacted] sash prior to going to her home so that we do not inconvenience her anymore.

Revdex.com spoke with the business. While based off the terms of this customer's warranty do not require this work to be done the business did go out and reinstall for this customer on March 24, 2016 and the business feels this job has been completed per the terms of hte customer's warranty and the reinstall work that has taken place.