Window World of Richmond

Fast and quick great customer service thanks [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.
I had spoken to both the office manager & the person who answered the phone. I was told by [redacted] at first the man had contacted me, knocked on my door & rang my doorbell - I live in a rancher & I was in the kitchen getting the rest of my papers to compare other prices. He never rang my doorbell, knocked or called me - I got ONE call from [redacted] telling me he was running late. My car was parked in the driveway & I had been waiting for this man. If I was not at home why would I contact Revdex.com or even call [redacted] today? I had scheduled TWO estimates for that day, I had one at four so there is proof I was at home.  [redacted] also told me at first he had called me in front of her, how is that possible if he is out on a call & she isn't even in the office after its closed? She then turned around to tell me he called me after he left, & then proceeded to call her. I have no missed phone calls from anyone other than [redacted] telling me he was running behind. Here is a picture of my call log for that night, one missed call from [redacted] other pictures includes her voicemail. One picture is the time at which this call came in.
Regards,
[redacted]

We have reviewed the [redacted] project and we have been working closely with our Manufacturers to get all of the appropriate material in to complete her Install on the 11th of September.  We are making every effort to complete her install despite delays on our part and on our distributors.
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Window World of Richmond has reached out to the customer to follow up on the installation from September 11, 2014.

A service has been scheduled for November 19, 2016 with an arrival time of 9am-11am. On November 19, 2016 Window World will correct all concerns of the homeowner at this time.

Mr. [redacted] ordered his shutters in 2002 from Window World of Richmond. Shutters are not included in Window World's Lifetime Warranty, they carry a Limited Warranty.  On September 28, 2015 we received a Warranty Call from Mr. [redacted] regarding his shutters that were purchased in 2002.  We...

located his paperwork which did not include the sizes for the shutters and then proceeded to schedule our Sales Manager, Rick M[redacted], we exhausted all resources to locate measurements and sent his Sales Representative, Rick M[redacted] to measure the shutters for October 14, 2015.  During this time he could not get to one of the windows to measure it causing us to schedule a remeasure on the shutters from our service technician on October 27, 2015.  Mr. [redacted] purchased one additional pair and requested to possibly change the colors of his shutters; which we allowed and is not a standard practice in Warranty Work.  Due to the homes location, these were custom sizes that we ordered for Mr. [redacted] and the change of color an extended lead time on the shutters.[redacted] has a 40 year warranty that does not cover discoloration due to outside pollutants or chemical agents used to clean the home.The shutters were received on December 11, 2016 and an install date was set for January 12, 2016 initially. These appointment was rescheduled to the 25th.  We received a call about a previous window installation that needed to be serviced plus one shutter that was down and set him up for January 29, 2016.  Our Technician resulted this service as completed.  Brick is very difficult to strip and his a durable mounting surface.  Shutters have to be screwed in to stay stationary and there is no adhesive bonding for our shutters.  Until today's filed Revdex.com Complaint we had no knowledge of the additional three shutters that are off of the home.  If he had called in after the service on the 29th we would have scheduled another one. Our warranty on siding, shutters, and entry doors is a limited life time warranty.  I have attached the [redacted] and our Install Coordinator, [redacted], has reached out to Mr. [redacted] upon learning three more shutters were off of the home.

We recently had new patio doors installed. The crew headed up by [redacted] were very professional and knew what they were doing. We are very pleased with the doors. Excellent Job!

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]
I am totally shocked, but not surprised with the response and attitude of Window World's lack of responsibility in this situation. First of all, it was THEIR initial suggestion of replacement of shutters as they pointed out via internet viewing that the shutters had faded. I, initially had called them about replaced WINDOW service, NOT about my shutters. As a result of constant back and forth communication(on my part) They  approached the situation by replacing the shutters. My problem is the shutters have been replaced SUB-STANDARD application. They keep falling off and some of the shutters aren't attached to the brick exterior of the home.  A gentleman did come out about two weeks ago, took one of the shutters because the plastic screws were not the proper colors and the last I heard..was the thought of replacing all the shutters Again, but this time properly. he also took pictures to validate the obvious fact of improper installation. I've heard nothing since, until this response of "I'm stuck with shutters laying on the ground and one taken by the gentleman earlier. Worse customer service I have EVER been exposed in any Business situation. William R. [redacted]

The customer reached out to the Revdex.com to say that this complaint is being resolved by the business.

[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]

Revdex.com spoke with the business. There was a delay in the installations, but the sashes were installed yesterday for the customer.

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

[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]

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 ot to her home so that we do not inconvenience her anymore.

We had a twell informed sales person, and picked out windows for only rear of our house at this time. Although it was 7 wks instead 4-5 before they came in, and installation couldn't be arranged with us until after lst of year, 2015, they were installed quickly, professionally overall. One window was incorrect size, and one smaller window was a problem with outside trim. A new window was ordered on the spot, and the next day, the salesman came out and looked at outside trim area to be done, ordered something for that. When correct window came, installers, again, were prompt,did new window, trimmed window that was left. They cleaned up after themselves, covered items in rooms. Overall a good job and we are happy at this time. Will call again to get front windows replaced soon. I did look at Revdex.com reviews before calling several companies for estimates. One of the companies that advertises on TV, and flyers, and [redacted], never called back. I know there can be problems at times with material, installation and service, but to see that most are resolved is what counts in the end to pick a company to work on your home.

We have finished the installation of the [redacted]'s windows and have the intention of having Mr. [redacted] call him per his desired settlement.

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.

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 budget. It did take several months for the job to get started, but once it did, lead contractor [redacted] 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 promised. My 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!

On April 24, 2014 [redacted] received and estimate for 6 pieces of siding. He later mailed in the signed contract and paid in full. On June 18, 2013 our siding installer went out and installed 6 pieces of siding at the property.  [redacted] contacted his sales representative, [redacted]...

[redacted], in April of 2014 and stated that the work had never been completed.  This was a siding repair not a full house of siding installation.  There were multiple areas of damage to the siding and there was a miscommunication as to which areas needed to be repaired. All repairs have been completed, which was 12 pieces of siding and the wrapping of one window.  [redacted] has received what he was contracted for plus additional.

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.They don't want to resolve the issue. They want me to accept the incompetence of their sales people. The sales man assured me they would not destroy my home. I have two statements that say to place an in-swing in that door frame may destroy my ceramic tile and will destroy the plaster. I had their installers remeasure for an out swing at 81 inches. The reasonable request of accepting responsibility for their salesperson mistake, as the experts in this business that they claim to be, would be the best recourse. Correct the mistake, not with inferior products, with a properly fitting out-swing door is the only possible acceptance to this situation.
Regards,
[redacted]

Everything [redacted] states in the two complaints is all true with one exception that is left out. [redacted] CONTRACTED with Window World for a "3 lite sliding" window, NOT a casement window (or CRANK window as she refers to it). when we went to schedule the installation, and perform it, we realized that one of the sashes, NOT the window, was broken in shipping. At that time, [redacted] asked "I want to be sure that this is a crank window". During my conversation with [redacted], I explained that she contracted for a 3 lite sliding window, NOT a casement window. She then stated that her Condo association will only accept "crank" windows. Without argument, after the first Revdex.com complaint, I agreed to purchase and order [redacted] a 3 Lite CASEMENT, in exchange for the 3 lite slider she had contracted for. [redacted] is correct, this new casement window was ordered on June 24th. Windows made in factories typically take 3 weeks to arrive to us here in Richmond. The particular 3 lite casement window also bears a Signifigant price difference from the 3 lite slider. [redacted] acknowledged with my on the June 24th phone conversation that she "sees where it says 3 lite slider", however, fails to mention that this is causing the majority of the delay in this contract. [redacted]'s new, FREE, 3 lite CASEMENT OR CRANK window is due to arrive to Window World here in Richmond this Monday, July 7th. Please see attached contract that clearly has all signitures for a 3 lite slider.
oOnve we receive the 3 lite casement window on Monday, we will contact [redacted] to arrange for installation.
Matt Conley
Window World of Richmond