Window World of Richmond

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.

Review: In August of 2013, I contacted Window World about some issues we were having with our windows. They sent someone out and said they would order a new window and other parts needed. Now it is May 2014, almost 9 months later and I still have 2 windows that won't open. Every time I call I am told that the window came in broken (4 times now). Also, they have NEVER called me - I always have to call them. Their customer service leaves a lot to be desired. I want my windows fixed!

I am so sorry that I became a customer of theirs - the[redacted], [redacted], has even been to our house because of all the problems we have had with their windows. I just want them to honor the warranty and fixed our windows but not take 9 months to do it.Desired Settlement: Fix our broken windows NOW.

Business

Response:

On December 18th, we sent an installer to replace a sash for **. & [redacted]. When the installer arrived he realized that there were more issues to repair than just a sash. He reported that 2 mechanisms and 2 locks needed to be replaced as well. The order was placed for the items. With the holiday season, it did take longer to arrive than the typical time. The items arrived the beginning of February. Window World did not contact the customer in a timely fashion. [redacted] called in March and was scheduled for March 25th for the install. On March 25th, it was raining, the installation could not be completed. We rescheduled for April 5th. On April 5th, the installers went to load the window and it was broken, which sometimes happens with replacement pieces, because they aren't as strong as a whole window. It has taken quite some time to receive the new replacement window but we have received it and it is all in one piece.[redacted], [redacted], has spoken with [redacted] and scheduled the installation of 2 crank mechanisms and the sash on May 22nd. Window World understands this has been a frustrating experience for [redacted] and would like to resolve the situation.

Review: Window world came out to install my windows on October 11th. I have one half round window in my house, which the salesman came out to measure twice before ordering the trim, yet on the day of installation, the trim was still incorrect. The man installing the windows wrote up an order and said he gave it to his office to order the correct trim. Two weeks passed without any communication from Window World, and when I finally called to check the status, "Oh, yes your trim is in our warehouse"...well was anyone going to call me??? So we set up a date of November 1st for them to come out and install, between 8-10am. No call, no show. When I called Window world, she said the tech wasn't answering his phone, but she'd assume he's not coming since it's noon at this point. But I was assured someone would come out Monday to have it done. Monday came and went. No one showed. So I called Tuesday morning - "I PROMISE [redacted] someone will be there to install the trim today". Tuesday came and went, no one showed up to install. When I called Window World, I am put on hold for 10 minutes at a time. No one seems to know where the technicican is or when my trim will be installed. My consulation from [redacted] (the install scheduler) was "well at least you didn't have to take off work". That's not the point!!! I am paying $6,000 for windows, my bill is due in two week and the work is not complete. So [redacted], I guess at this point not wanting to communicate with me, had the technician call me directly. To which he informs me, he was only instructed to install the trim, if he had time. It is now Wednesday, I have called Window world, yet again to see if ANYONE can tell me when the trim will be installed and still don't have an answer. They have been the least helpful, worst customer service I have EVER encountered. They give you lip service and then can't back up what they've promised their customers.Desired Settlement: I JUST WANT MY TRIM INSTALLED!!! This window is on the front of my house. There is insullation hanging out, it's been raining. It looks horrible now!

Business

Response:

The financing was ran prior to bringing new [redacted] 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 [redacted] was [redacted] Financing. I have attached the completion certificate to the response. We ordered it initially in a 1x4 size, 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 24 hours of realizing the problem.

We do commonly have customers who allow us to process payments while waiting on parts and pieces, I understand [redacted]'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 [redacted] or if there is any other work we need to do.

Consumer

Response:

[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.]

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,

Review: Window installed was incorrect (missing grids) and work was not complete (Trim was not wrapped). Both of these items were in the original contract and were billed as extras. Regretfully, full payment was provided despite the obligations of the contract not being fullfilled. Attempts to contact the company to resolve have gone unreturned.Desired Settlement: Install proper window (with correct grids) and complete wrapping of trim. Both items were paid for in full. Alternatively, if they do not intend to compelte the work promised please refund my entire last payment of $148.

Business

Response:

[redacted] has been contacted. We have not received the replacement sashes with the grids in the windows as of yet, we expect them today or tomorrow. A crew was sent out and wrapped the window, so no damage is being caused to his home. As soon as the sashes are received, the salesman will go install them. [redacted] is aware of the delay.

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!

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.

Review: In October 2015 I purchased windows for the upstairs of my house, I also purchased a front door and a screen door. I choose colors for both the front door and screen door. Confirmation of the colors I requested in writing.

I was told that the doors could definitely be installed before the first of the year.

I was called by Window World and given an installation date. I took the day off work to be their for the installation. On the day of the supposed installation, at about 9 am no one had shown up. I call the office and was told that they would not be there. Reason, I did not call them back to confirm.

They called me with a date, I made arrangements to take the day off and then they don't show. Why do I need to call you back? (I believe they just screwed up, overbooked and didn't even bother to let me know.

They rescheduled the installation for a few weeks later, I take the day off to be their. Again, I'm waiting and about 9 am, I call to find out where they were. I'm told that there was a chance of rain so they are not coming. It was cloudy out, overcast, but it did not rain. The problem, they didn't even bother to call to let me know they wouldn't be here. (Again, I believe they screwed up on their scheduling.)

We reschedule, the windows are put in. BUT, the front door and storm doors come in the wrong color. The sales person comes by later that day. He doesn't apologize for ordering the wrong products but tells me that the colors look ok to him, he doesn't understand why I have a problem with them. I insist they make the correction and install the door on a Saturday. The Manager agreed. I have been waiting for over two months for this to happen.

Excuse, the painter doesn't work on Saturdays (not what I was told previously) The painter would do it on a Saturday once he finishes a big job. The painter can't come on Sat. Ok I asked that they can do it when I get on from work 5:30. They would get back with me.

3 weeks and no word?Desired Settlement: That Window World deliver the correct screen door and correct my front door either on a Saturday or when I get off work at 5:30 during the week.

If they can't do it, Bring me back my front door and storm door and take the incorrect product back. And do this in a timely fashion. It's been 5 months since I placed this order.

Business

Response:

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.

Review: Sept 23,2015 was contact date with this business to inquire about replacement windows. During the conversation mentioned about previous installation of decorative shutters that had faded in color. I was informed lifetime guarantee for replacement.. The exchange of contact was very sporadic, usually my continual contacting and their response was almost zero. Months later the shutters still not replaced, although going with another company, I had 10 windows completely replaced and installed!! Remembering, these are just outdoor shutters , decorative to the windows. Finally they were installed this year, but shutters keep falling off. Initial section of some of the shutters, they appear to be hammered in as the ones that have fallen are bent. Others appear to have no physical contact with brick. I still call, they come out. The shutters fall off. Presently we have 3 sitting on the ground. I, purposely haven't called the company in over a month just to see if I might get a phone call in answer to previous request of having shutters put back up and put up correctly. I also am aware previous shutters remained in place for YEARS without any problem and in a matter of weeks, present shutters keep falling off. Again, no phone call and tired of talking to Kee-ah about this problem and just being serviced with platitudes and oh yes sir!!! and nothing. I'm wondering when, if, or whenever THEY might respond on their own to contacting me(which, by the way, they've done 3 times) in all this back and forth phone calls on MY part.Desired Settlement: To have shutters correctly installed. That the screws be screwed into brick with some type of adhesive. As putting them back in original installation holes are stripped and shutters not holding on. Plus having ALL screws attached to the house, so they stop falling off!!

Business

Response:

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.

Consumer

Response:

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,

In response to my earlier complaint to Better Business concerning Window World and the 7 day allowance period to getting back to the Revdex.com. I hadn't gotten any acknowledgement from Window World except a phone call saying someone would be out, period....Then the notification since BB hadn't heard from me, the case was considered closed.First of all, the response from Window World was a misleading as my original contact with THEM was to inquire about putting new windows in my sunroom NOT about my shutters. In the course of original conversation, I was asked what prompted me to CALL Window World and that's when I told them about my previous introduction by the installation of shutters in previous years. Then the focus was brought into play about the fading of shutters and my being informed of Life Time Warranty on replacement. I was surprised when the young lady agreed on their fading as she was scanning the house through internet hook-up. Then appointment was made for [redacted] to come out to do introduction of new window installation information plus make a visual of shutters. Then came the numerous back and forth of men coming out to measure shutters with one episode where the guy said he had to come back because he wasn't informed that the house was 2 storied and a bathroom window was too high for him to measure.A gentleman did come out this PAST Thursday the 17th of March and now a problem with matching up the screws with the present shutters might possibly transpire with a complete replacement of ALL the shutters AGAIN. He did take one of the shutters to match colors. Again, communication is a major problem, although I felt reassured in talking with this last gentleman, as he gave the impression HE knew what he was talking about and knew what to do to resolve the problem. So that's where I am now... [redacted]

Business

Response:

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.

Consumer

Response:

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,

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]

Consumer

Response:

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.

Business

Response:

We were out at Mr. [redacted] 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. [redacted] today to get him scheduled for that particular installation.

Consumer

Response:

[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.]

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,

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]

Review: We had a salesperson come to our home on April10,2014 to discuss new window replacements. We placed an order and paid $6,909.66 to get the job in motion. Window world called in late June to install our windows and doors, stating all of it had come in on the truck. A date was set up w/ us. They cancelled due to rain on two occasions, which we understood. A new date was set up. We removed all of our drapes and moved everything out of their way as asked. Apparently we had been moved to the bottom of the list and they told us we would have to reschedule. After several weeks, they came, but did not have one window, no bay window, no entry door, no french doors, etc. no date was set up to come back and finish the job. I called them on Monday, August 25 and was told we would be set up for Sept. 11!!!!!!!!. feeling frustrated, I called our salesperson and asked for any assistance he could do to get this job finished. This has been going on now for 6 months!!!! I'm tired of waiting and waiting. I'm so dissappointed w/ Window World!!!!!! Please someone help us!Desired Settlement: Job finished!!!!!!!!!! We like the windows and the installers were great, but the customer service sucks!!!!!!!!!!!!!!!!!!!!!!!!

Business

Response:

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.

Window World of Richmond has reached out to the customer to follow up on the installation from September 11, 2014.

Review: the windows in my house have a lifetime guarantee last year I needed several of them replaced they came out about 3 months after call they looked at them an said had to order an return in 2 weeks they returned a month later brought wrong window an said they didn't no were the window they had went so got part# an size of the main window in question came back out a month later again told two weeks an still brought the wrong window they left message on machine an said hope everything ok but the window guy knew he brought wrong window again so I called to complain they told me they would check into it an call me back an order correct one that was a week ago an still not heard from them on statis of order an when it would be installedDesired Settlement: better service an not lied too if they tell a customer something they should stick to it coming out 3 times to replace one window is absurd an I have more than one window that needs replacing they don't care about them or customer service

Business

Response:

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 delay. I 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.

Consumer

Response:

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,

The customer has not been contacted by the business and this has not been resolved.

Business

Response:

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

Consumer

Response:

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,

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.

Business

Response:

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.

Consumer

Response:

[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.]

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,

The customer contacted Revdex.com and said this has been taken care of.

I used Window World of Richmond to install a window I accidently broke in my house during the very cold...cold snap of 2015 in Richmond, VA. Being my window was shattered in near zero degree temps, Window World was very quick to respond and the salesman, [redacted], was at my house at our agreed upon time. [redacted] was very knowledgeable and helpful regarding all aspects of choosing a window, install time, cost, etc. and 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 install.
On 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, [redacted], 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 day.
During the phases of quoting, installation, and completion [redacted]. was my point of contact and communicated often and followed up as needed in a timely manner.
Long 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.

I recently purchased windows from window world. My experience was great. They were professional and I love my new windows
I would recommend them to anyone!

Review: Window World began installing our windows on June 17, 2015. It is now September 24, 2015, and the installation has still not been finished. We have given them many chances to complete the work. They have said they would come out to fix and finish the problems numerous times. At least 3 times, they have not come out to the property at all, nor did they call to say that they would not be able to complete the work.Desired Settlement: I would like the company to finish the job that they were to do. I would also like a price adjustment and an apology from the president of the company. Since I do not think that I would get the latter two, I would be satisfied with Window World finishing the job that they said that they would do.

Business

Response:

Mr. [redacted] contacted us two days after we had scheduled the appointment with his wife to go out and apply the glass material to the homeowner's picture windows. We explained to Mr. [redacted] that we had already scheduled an appointment with his wife when he called to ask us when we were going to be completing his job. Our install manager had been in contact with the homeowner's wife during this process on coordinating the installs.

Business

Response:

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

Consumer

Response:

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 look forward to the telephone call.

Regards,

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

Review: I purchased windows from Window World . The windows came with a lifetime warranty. Three of the window sashes failed and I called Window World on the 8th of September 2014 to order the replacements under the warranty.

Since that time I have called and called only to be told that my replacements will be "on the truck on Friday." I finally got Window World to respond and set up an appointment to install the replacements the third week of November 2014 after speaking with the owner; the windows they brought to my home were the incorrect ones (although they claim they order them by the specific serial numbers I provided to them).

The installer, [redacted], said that they were having issues with replacements company-wide because the machines that make the windows were re-calibrated. I explained that my home was going on the market in a few weeks and I needed the issue resolved; he called the office and re-ordered the replacements based on measurements he took that day and requested a "rush."

Many more phone calls later after not hearing anything from them for two weeks, I asked the rep, [redacted] I think was her name, to at least provide me with a warranty transfer certificate so that I could give that to the new buyer of my home in case the issue wasn't resolved prior to closing. [redacted] told me that she would send me the certificate by an overnight carrier.

Two weeks later with no certificate, I called and asked to speak to the owner whom I was told was "in a meeting" and would return my call. I never heard from anyone again.

Since this on-going debacle, I have sold my home, but the new owner is still owed these window sash replacements.Desired Settlement: I need Window World to honor their warranty and replace these window sashes. They have put me in a really awkward position. At this point, I have to contact my realtor who will then contact the realtor of the buyer to arrange the install of the windows if Window World ever provides them.

Business

Response:

We have since mailed the warranty out to the new homeowner. The realtor contacted [redacted] who works here and we are attempting to schedule the sash install as they were ordered. There was a delay in us mailing out the Certificate of Warranty Transfer to the new homeowner and we are going to and do hold true to our lifetime warranty. We should not have put [redacted] in such an awkward position while selling her home.At this time we are working with the realtor to schedule a sash install with the new homeowner.

Consumer

Response:

[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.]

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,

Review: The sales person incorrectly assessed my back door. The company sent a in-swing door that was too tall. The companies solution is to shave down the door and force it into the current frame. My house is old and to force the door into the current frame would cause permanent cracks in my plaster and possibly my ceramic flooring. The office states that they will be able to correct the issue by ordering an out-swing door but at extra cost to me. They state that I signed the original estimate which was written for an in-swing and that it is my fault I didn't understand it could cause damage. They said they could continue to hang the door they have but they would not be liable for the damage they cause.Desired Settlement: I would appreciate if Window World corrected their original mistake of measuring and order the out-swing door in the appropriate size and color at no extra cost. Install the door appropriately as promised. As the experts in this business they are supposed to be skilled in installation and not to force the customer to concede to inferior products that will depreciate the value of my home.

Business

Response:

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.

Consumer

Response:

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,

Review: 9/17/14 Signed contract for 29-window replacement – paid 50% deposit $5,869.50

11/12/14 Scheduled install date – was called and asked to re-schedule so I canceled vacation day

11/16/14 2nd install date arrival between 8 am and 10 am – no one showed. Installer called at 11 am and said he was delayed and would be there at 1pm but arrived at 3pm and only delivered some of the windows, storing them on my front porch. He said I would get a call 11/17/14 to re-schedule. He was apologetic and explained that he was scheduled to be in five places at the same time.

11/17/14 No one called so on 11/18/14 I called and left message but no one called back. I contacted salesman who eventually got someone to call me on 11/20/14 to re-schedule for Saturday 11/22/14 between 7 am and 8 am.

11/22/14 No one showed or called. I called office when it opened at 10 am and she did not have record of install appt but called installer who verified the appointment. I was fed up at this point with no confidence that Window World could execute and felt very uncomfortable that they had almost $6000 of my money for two months so I requested a refund of my deposit in writing and by phone.

11/25/14 [redacted] called me and asked me to give them one more chance and I hesitantly agreed. Rescheduled for Friday 11/28/14.

11/28/14 They did show up on time 8 am and replaced all windows but did not complete job because they did not have enough material to wrap windows. Said the office would have to order and would call me when the materials arrived. After installers left, I had to clean up broken glass inside and outside my house, had to close the gates that they left wide open , noticed that some of the interior caulking had wood debris in the caulk and many of the windows were smudged. They also left one of the old windows behind.

12/11/14 I came home and found the wrapping was done and a Certificate of completion with balance due was left in the door. They did not inform me they were coming that day nor did they give me a chance to inspect the work so I did not sign off that the job was complete as they did not put back up my 24 shutters that were taken down from the front of my house, did not haul away one of the old windows, some of the caulking was sloppy and the windows were very smudged.

12/12/14 [redacted] called me and I told her that I did not feel the job was complete because of sloppy caulking, dirty windows and the fact that 24 shutters had not been put back up. She told me they would not come out and rectify any of that unless I paid the balance. I asked for a discount for all the issues and inconveniences and she offered to take 1.4% off. I was underwhelmed. I hesitantly gave her my credit card # because I did not agree that the job was complete. She gave me an appointment for Tuesday 12/16/14 1 – 3pm.

12/16/14 No one came to do the work and no one called. I called office and he called me back at about 8pm saying they would come out 12/17/14 to replace the shutters and I told him I would come home at lunch to let them in to fix interior caulking issues. I was not able to take additional time off work.

12/17/14 I went home at lunch and found that they had been to my house and put back up 12 of the 24 shutters and six of the twelve were upside down with the louvers tilted in a way that would funnel water toward the siding. On many of the windows, one side was correct and the other side was upside down. They were not at the house so I left a note saying to not do any additional work because I did not want them to continue to install shutters upside down. I doubt they returned to the house anyway.

In summary, I relied on their assurances via advertising and salesman of superior customer service because I work full time and own several investment properties so I don’t have time to deal with unreliability in contractors and their customer service is horrible. I have zero tolerance for contractors who no-show and do not call because that shows no consideration for the customer’s time. The work was hastily done and sloppy and the work was done in fits and spurts and is still not complete. My biggest complaint is that they told me they would not finish the work unless I paid the balance and they gave me zero opportunity to inspect and sign off on the job. It is standard in contracting for company and customer to both agree that job is complete before final bill is paid and no contractor has EVER done this to me before. I believe this crossed an ethical line. I am a business woman myself and there are certain basic business principles that I expect - 1. show up to do the work when scheduled or call when there is a legitimate delay 2. return customer phone calls within 24 hours and 3. do not expect final payment unless customer has had a chance to inspect work and company remedies any reasonable deficiencies.Desired Settlement: I do not want Window World to complete the job as their work is inferior so I would prefer a credit of some negotiated amount put on my credit card so that I can utilize my very reliable handyman to put my shutters back up and replace the sloppy caulking. I am willing to waive Window World from all future warranty obligations because I would actually rather pay a reliable contractor to do any future work than use Window World under warranty for free.

Business

Response:

We did set up an initial install with [redacted] in which we did not complete but did drop some of her windows off. We then rescheduled for a Saturday appointment that we again missed. She was generous enough to let us install her windows in which we left her shutters down on her home,[redacted] offered her a discount for the disregard of her time and as she stated would not set up a service until the balance was paid. The day of the service it rained and the appointment was cancelled with no phone call from us, we sent a service crew out who did not perform to our satisfaction nor [redacted]'s satisfaction, we were able to get someone out there quickly and have since finished the job. I have reached out to [redacted] to make sure that she is satisified for the time wasted getting her windows in stalled and the frustration what appeared to be an apparent disregard to her time. We would love for to be a part of the Window World family and use her warranty with us.

Consumer

Response:

[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.]

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.

Review: We paid for half of the cost of a custom sliding door and two windows four months ago. Since then, we have called numerous times to ask where the products are and when they would be delivered. Each time, we are placed on hold for a long amount of time. We have had two installation appointments for said door and windows now that have come and gone with no one showing up during the allotted time. After about an hour after the time for the appointment passes, we call to inquire where our products are. After having the appointment rescheduled one time, the second time the installer said it wasn't worth his time to come and install two windows. No one can tell us where the door is, they just reassure us that it's in process. So in the end, they have $1500.00 of our money and we have nothing to show for it 4 months later. Calls to the company are not returned. We have to call each time someone was supposed to call us or do the work, and we are tired of the waiting game. We feel we have been led on long enough, and we want 100% of our money back now.Desired Settlement: We want our $1500.00 deposit that we paid on 6/17/14 refunded to our credit card immediately.

Consumer

Response:

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,

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].

Review: On September 30, 2014 I entered into a contract with Window World of Richmond to have windows and siding done for my home that my grandmother left me. It took them a while to fully understand what I wanted as far as installation of the windows. On several occasions I had to tell them that the windows are not replacement windows, because of the fact the house was bult in the 70's and the windows that were in the house are not up to code. I called/visited the office and did everything that I could think to make sure what needed to happen. They took pictures of my plans, I even gave them the house plans so that they could understand what needed to happen. After all of that the windows were still ordered incorrectly. So the sales person that sold me the windows and siding and other person from Window World came to the house and remeasured the windows in the house again. I again told them to just order the size of windows that were on the plans. I couldn't for the life of me understand why they didn't understand that. Well two months later, the window installers came to install the windows. The front window was not what I expected. And I called and angerily expressed that to the sales person. It turns out that, that was my fault and I called and also text to apologize for my behavior. So the next day I went in and ordered the two new windows and sashes. One person in the office stated that I would be credited for the two windows that I couldn't use. But once the [redacted] got involed he told me that I would not get a credit for the windows and that I would have to figure out what to do with them on my own.

Also when the installers came out to install the windows they express that there work order was incomplete, no one had told them that they had to install new construction windows. So they did not have all the supplies they needed to complete the job. They ended up using my contractors lumber, which in turn shorted him. I was told they he would be compensated for the lumber that they used. Hasn't happen. They left the work site not completing the job. Another delay. A few weeks later they came back to install the windows. Minus the two new windows that I had to order ( my mistake).

While working on the house my contractor notice that the window installers used the incorrect nails, he stated that they should have used galvanized nails instead of dry wall nails for the installations. I brought it to the attention of the sales person. He said that he would look into it. Never received a call back from him. Once the window installers returned to install my two new windows and install my sashes I asked them about it, and they said that is what they always use to install windows. At this point I was just tired of the delays and wanted to get my windows and sashes install and wrapped. They had also left all of the caseing from the old windows in the house. When ask why they didn't remove per Window World contract to remove all debre. They thought that I wanted to keep it. I didn't understand that statement, why would I use old broken caseing to go on new windows. They removed most of it, but tried to hide some in a closet.

As they were finishing up the two windows the installers realized that Window World once again did not send all the materials to get the job done. They only sent three of the sashes to be installed. Which were not.

The installers took them back to the warehouse. Another delay. I was assured that this would be corrected. A few weeks went by, so I texted Jermane Moore (salesperson) to find out when my sashes would be installed. He stated that he would check into and get back with me. Haven't heard from him. A week later (January 19th) I went into Window World to ask about the sashes installation. The young lady there stated she could have them done on either the 23rd or 26th. I chose 23rd between 9am - 11am. And of course no one showed up. Another delay. I called Window World. I was told that the appointment had been set up for the 28th. ( complete lie)

At this point, I feel as though Window World of Richmond have a goup of people that don't know what they are doing or this is completly intentional.

The house has been sitting there for months with portion of the wood and all of the windows exposed to the elements.Desired Settlement: I want all dry wall nails removed and replaced with galvanized nails. I researched this on the internet and dry walls nails should not be used on exterior walls at all. Within 10 days, my windows/house needs to be looked at for any possible wood damage, since it has been exposed for months. If there is damage, Window World will do all repairs at there expense. Install Siding.

Business

Response:

The [redacted] documents explain the process of the Window Installation and the specifications on our manufacturers window screws. Our crews will often leave the interior casing for our customers in the event that they need to re-purpose the wood for another project.

Consumer

Response:

[redacted], I tried to send my response via my cell phone but it didn’t work. Window World did not provide a resolution. And the [redacted] they provided only proves my point….the windows were not installed correctly.First paragraph #1. Flashing of the window is recommended. I guess it is the same as what they call wrapping the window (WW)#3. When using flashing apply the bottom piece before installing the window…..flashing must be rated to meet ASTM D-779. 24 hour water resistance test (see [redacted] pictures…it shows no flashing/wrapping was used before windows were installed)#4. Apply a continuous 3.9 bead of premium grade, compatible exterior sealant to the interior (backside) of the nail fin near the outside edge in line with the pre-punched holes on all sides prior to setting the window into the rough opening. (didn’t happen)#8. Apply sealant over exposed fasteners heads, any unused slots and the outside edge of the nail fin……note: sill flashing should have been applied prior to installing the window. (see [redacted] pictures) Today, I called window world to check the status of the remaining items that need to be finished, only to find out that the young lady who was helping me no longer works there. According to [redacted] she had been trying to call me. I was told again that the sashes will be installed tomorrow around noon. Also the guys will be back out next week to finish the siding. An order was just placed today for the trim that I ordered back in September 2014. I have received apologizes. Below is my resolution list:1. Window sashes installed correctly2. Window trim done3. Siding completed.4. Door frames completed.5. A monetary reimbursement for everything I paid for……… that should have happen…..but didn’t.6. And a written guarantee from Window World that they will pay for any future problems that may arise…..because the necessary/very important steps were missed while installing my windows.7. Reimbursement for materials used (my contractors lumber) by the window installers. All you have to do is look at the pictures….it shows how the windows/my house was left exposed to the winter weather for over a month.

Business

Response:

Revdex.com spoke with the business. They will be out at the customer's home Thursday March 19, 2015 they hope they will be able to have a chesterfield county inspector with them.

Consumer

Response:

I have reviewed the offer 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.Regards,[redacted] Virginia does not require permits or inspections for replacement window or for residing a house. Thanks[redacted]

Review: We got replacement windows in 2004 with a lifetime guarantee. We have had a few windows replaced over the years with no issues. Their customer service was quite pleasant. In Sept 2014, they came out to replace a window in our daughters room, but had ordered the wrong window (although the serial # was given at the time of the order). The installer insured us that the window would be ordered as soon as he got back to the office. We heard nothing for a few months so I called to check the status. No window was ever ordered. So again, the serial # for the window sash was given and we were promised a call back to set up installation. We heard nothing for a few more months.

Here recently, in the past few months, I have been dealing with Kia and Kaitlyn at the Richmond office and they have been giving us horrendous customer service. They have been out 2 more times, both times with the wrong window. The last installer that came out to install our window (that was not the right window) also took a screen that needed repair and said he'd be back the next day to replace it. That was 3 wks ago. I have the installers direct cell phone number and now he is not returning my calls. He TEXTED me last thursday to let me know that my windows would be in at the end of last week and to expect a call to set up installation. I called him yesterday with no answer, then contacted the store to check the status. Kia left me on hold for 8 minutes before I spoke with Kaitlyn. No window had been delivered to the store, therefore no call for installation. She would call me back in a few days to let me know when it would be in. I insisted a call back that day. She said our windows will be on a truck NEXT TUESDAY.

Keep in mind that I actually did a COMMERCIAL for window world after my replacement windows were initally installed.Desired Settlement: I will not settle until my 2 window sashes and my screen are installed.

Business

Response:

We have Installed Mrs. [redacted]'s sashes. Customer Service and Communication internally and to our customers is something our office is striving to be more efficient at. Window World apologizes for the time we took to respond to Mrs. [redacted]'s warranty claim and look forward to regain the service she experienced in the past.

Consumer

Response:

[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.]

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,