Window World of Richmond

We received a Picture Window IG unit for the customer instead of the second set of top and bottom sashes for the customer.  We rushed the second set of sashes in for the customer and were able to schedule them for 29th of May as soon as we received the date they would be in. They are to be installed and the warranty work to be resolved.

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 window. Because 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.
[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 has not been contacted by the business and this has not been resolved.

Hello,
I opened a complaint against Window World of Richmond on 9/12/14 (#[redacted]).  The company resolved the matter by completing the work and issuing a refund.  Is there anything I need to do on my end to close it?
Thank you,
[redacted]
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].

I had a very positive experience with Window World in Fredericksburg putting slider windows in our cottage. So I thought I would try the Richmond WWorld for my home in Chesterfield. Today they installed two windows, delivery was two weeks early and the install took about 30 minutes. Windows look very nice. M

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]

[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: [email protected].
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]
I did talk with [redacted]  yesterday and she is totally aware of the possibilities of replacement of shutters, but for the moment Window World is trying a different direction in application of securing shutters "properly" on our home. So, for the moment..going along with her suggestion. [redacted]

We have spoken to Mr. [redacted] since his last stated day of communication of October 21, 2015. Mr. [redacted] has two separate contracts with Window World of Richmond, one for Windows and one for the Siding.  Our office Manager [redacted] tried to reach out in follow up to the reported...

completion of the job by our installers on November 30, 2015 unsuccessfully as there was a remaining balance on the job. We learned on December 15, 2015 that their was subsequent work to be completed out there and tried to maintain communication with Mr. [redacted] since then and communicate with our service technician, salesman, and install manager the scope of work that needed to be completed to erect a Front Door Over Hang with Porch Ceiling. We are scheduled to go out to the [redacted] tomorrow February 9-10th to complete the work to finish this project.  Contract remediation will be handled internally within Window World of Richmond between our General Manager and the Customer.

In 2008 we decided to install new replacement windows in our 1953 home and chose Window World. It took three separate purchases to accomplish our goal, but now it is done. The entire process was flawless from the time of measurement to the installation. Their salesman, [redacted], was great. We have had to replace a sash from time-to-time due to gas failure and each time they took care of it in a timely manner. Their installers have always acted as gentlemen and been very professional. We will continue to use them and recommend them if you need replacement windows.
Enon, VA.

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 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 door. The door does need to be cut down to fit. A cut down would be what arrives as a new order as well; the door would be cut to fit appropriately. When 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.

We have been pleased with this company work and their service. We have used them 3 times now and they have given us great service.

The customer spoke with Revdex.com and said that a tech came out to him home Tuesday to reinstall the shutters. At this time while they are all up they were not installed properly because the nails that were used the first time and those holes are now to large to keep the shutters up securely because they has crawls on them to act as support. The tech that was out to his home said he would have the office contact him about the installation but he has not heard from the business since then. He is concerned with the business's communication and does not feel that it is right a tech would tell a client something and then not follow through with it. The business began working with him and has now stopped and it seems they have just stopped because they are tired or dealing with this problem. IF the business started the job for whatever reason they should do it in a way that would last and that has not been done at this time by Window World.

Window World Windows and doors are not only energy efficient, but I don't even hear when it rains or snow. The installers did an excellent and thorough job, making sure I understood how to operate the windows,checking each window and door installation for my approval. The owner of the company came to my house related to a question I had. I found him to not only a remarkable young man, but also an honest man. Call Window World , ask for the owner,you will not be sorry. I wish him only success, he is an a honest business man.

Window World of Richmond [redacted], spoke to [redacted], April 29th at 8:30 am. On behalf of Window World of Richmond, I do apologize for the inconvenience, I do see some confusion with the information given which led to the incorrect items...

ordered.  Customer was visited on April 1st and the correct information was gathered.  Our standard delivery for warranty parts is 3-4 weeks. The correct parts are in our warehouse and due to the weather, [redacted] is scheduled for service on May 6th. Window World will be addressing the replacement sash as well as the caulking and drip cap issues.  Window World agrees with [redacted] that this has taken entirely too long to rectify.

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. 
See attached pdf.
Regards,
[redacted]

Have used WW several times in the past. All experiences have been totally positive. My most recent installer [redacted] did an excellent job, was professional and answered any and all questions I had. Would definitely (and have previously done so) recommend WW to those looking to have replacement windows installed.

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.com. They did not bring a window that should have been ordered and one was not even on the list to be installed at this home.