Window World of Roanoke, Inc.

Review: I purchased vinyl siding from Window World in September 2015 and it was installed in December 2015. I was told by the salesman, [redacted] that I would be reimbursed for any of my service that was lost of which I had to pay to have restored. He stated to just send the bill to him. I have satellite internet service and the satellite was taken down for the siding to be installed. When the satellite was put back up, I did not have any internet service at all. I contacted my internet provider ([redacted])and they checked my system remotely and advised that I did not have any signal at all. They sent a technician to my home and he had to take down the satellite and put it back up for a fee of $135.00 which I had to pay him that day. I emailed the receipt to [redacted] on 12/11/15. After no response, I called the office and spoke to [redacted] on 12/30/15. She stated that [redacted] is seldom in the office and to send the receipt to her, which I did the same day. I called the office on several occasions but kept getting the run around. I kept being told that everyone was out sick or not available. On 3/1/16 I emailed [redacted] again to inquire as to why I had not received a response. I called the office again and left a message. On 3/21/16 I received an email from [redacted] stating that she had sent an email to the field supervisor and he was going to get with the owner. On 3/24/16 I received another email from [redacted] stating that the supervisor had all the information and was working on it. I spoke with the supervisor (who is also named [redacted])on 4/7/16 and he stated that they do not reimburse customers for the lost of any service and that the salesman should not have told me that. He was going to talk to the owner, Mr. Eller and call me back the next day....that was 3 weeks ago and I still have not heard back from him. If it not their policy to reimburse customers for such expenses, why did it take 4 months for someone to tell me that, and why is the salesman giving customers the wrong information?Desired Settlement: I would like to be refunded the $135.00 that I had to pay to have my internet service restored.

Business

Response:

I would like to apologize to Ms. [redacted] for the long and drawn out response to her simple question, if Window World of Roanoke will pay for her satellite internet service call? It is Window World of Roanoke's policy that we are not responsible for telephone cables, cable TV wires, internet wires and satellite dishes that are directly connected to the exterior of our customers houses when we install vinyl siding. The salesman should have made this clear at the time of the sale and then again when Ms. [redacted] ask him about it after the install. I agree with Ms. [redacted], it should have not taken this long for her to get an answer, the salesman should have taken charge and owned up to his mistake of telling Ms. [redacted] the wrong information. The salesman has agreed to directly pay Ms. [redacted] for the internet providers service call. He met with Ms. [redacted] on Saturday April 30th to give her the check for the reimbursement of the service call. I understand that Ms. [redacted] is happy with the siding and I hope she will be satisfied with the outcome. We would like to thank her for the business and we are sorry for the misunderstanding. Regards, Window World of Roanoke

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I received a check from the salesman on 4/30/16 and consider this complaint to be resolved.

Regards,

Review: posted a review about three weeks ago(after several months of waiting) got a response within 3 days....met with window world tech and [redacted](installer) to review problem with work done....was promised a call to fix roof problem within 1 week to schedule time for repair(temporary fix still on roof)been over 2 weeks no response(as expected)....no response for the wavy(free) gutters(do not know contractors company name) either(from reading customer reviews this is standard operating procedure)....currently seeking another contractor to fix issues that should have been done months ago. Buyer beware once they get your money you are on your own! ....for the large sum of money being charged Window World should arrange to hire more reputable contractors. Do not use Window World for anything EVER! Too bad they do not offer negative star rating(I would have chose -10)Desired Settlement: ??????

Business

Response:

We installed replacement Window and Insulated siding on a mobile home owned by Mr [redacted] starting about 3/04/16 and finishing up on about 3/11/16. Mr [redacted] signed a Certification of Completion for the Windows, a Completion of Completion for the siding and a [redacted] Financing completion certificate and paid his balance owed on 3/11/16. At some point in the next few days The [redacted]' called with a complaint of a leak around a window. We went down to the house to try to determine where the leak had originated and found that water was coming in behind the gutter. We found the roof was in very bad shape and had been installed incorrectly. The roof did not have a starter coarse or drip edge installed when the roof was installed. Both are imperative to making sure the water will flow and drop off of the roof. By not having either of the starter coarse or drip edge the water run off from the roof was leaking back under the shingle edges. We at not cost to the [redacted]', We ran a flashing under the first run of shingles that allowed the run off water to make it to the gutter instead of running behind the gutter system. We also adjusted the guttering system to allow the water to drain from the gutter at a faster rate. (Note: Mr [redacted] had a pistol on his hip) We were called back for a leak again, On June 16th, Our Field Supervisor and the Install crew went back to look the possible leak again and found that the leak was coming from a Gable valley (right side of gable on the front of the mobile home). Again, Explaining that the leak was not coming from any thing that we had installed and was coming from the roof. We continued to try to prove to Mr. [redacted] that the leak was not our problem by offering a temporary metal flashing in the gable valley on the right side. Mr. [redacted] said "What are you want doing that for, you are wasting your time we know where the leak is coming from. I just want you to fix the (expletive) roof and fix the leak". Nothing more was done and Mr. [redacted] wanted my Window and Siding crew to fix the roof at a later date, the Field Supervisor and Install Crew left. (Note: Mr. [redacted] again had a pistol on his hip) This was done before his complaint to the Revdex.com and he was well aware that his problems were not coming from the products that we installed. I will warranty and fix all of our problems, it is not fair to Window World of Roanoke to be expected to fix his roof when we are not a roofing contractor. I am requesting that you will consider this complaint not valid and it not show on our record. We have time and time again tried to come to a conclusion and help with the problem based on what We saw, however, We cant accept responsibility for the leaking roof above our insulated siding and replacement windows. I will wait to hear from you, Regards, Window World of RoanokeJamie Eller

Consumer

Response:

I have reviewed the response 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.

This response seems to be typical of window world from other customers I have researched....but the fact remains the roof problem occurred after their work was performed(by a contractor [redacted] ###-###-#### which they hired not me!) and also the gutters have not been fixed either(as they promised) my assertion is the massive water leaks are from their hired contractors work as they were not there prior to this job. I am severally unsatisfied with Window World and [redacted] in playing the blame game with each other and now it is on me(by the way I am not sure why the reference to me carrying a holstered pistol has any bearing on this situation since one of their crew wanted to sell me a pistol while they were here)..to further my point on the blame game the siding guys([redacted]) blamed the gutter guy(whom I do not the name) and then the gutter guy blamed the siding guy...Window world has caulked some of the shingles on roof(to try stopping leaks?) recommend that I put a tarp over the affected area etc....but they finally came again and shoved a piece of metal up under shingles and called it a day. My thought on this is Window World was hired to do a siding/window job and in the process their hired contractors created the leaks by overlaying their boards and insulation with finally the siding and pushed it beyond the shingles on roof creating water leak problems(they all agreed with me on this prior seems they may have changed their story now).

Regards,

Consumer

Response:

I have reviewed the response 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,

Review: I contracted Window World to replace gutters on my house. They subcontracted this out and the people who did the work damaged the ridge caps on my metal roofs and caved in the tops of my HVAC units by standing on them. They also broke into my daughters apartment and broke the bathroom door off the hinges. The gutters leak as well. I contacted Window World immediately and was assured they would correct the damage. This was April 9, 2013. Although I have made repeated calls to speak with the owner, Jamie Eller, I have never received a call from him. I now have arranged to have the damage corrected. I want Window World to take responsibility for their actions.Desired Settlement: Warn the public

Business

Response:

In reference to complaint #[redacted] I contacted Mr. [redacted] on July 24th and made an appointment to meet with him at his residence on July 26th at 3:00pm. The meeting went well, we talked and discussed over his concerns and issues that he had. We came to an agreement that Window World would reimburse Mr. [redacted] for all of his expenses in regards to repairing the A/C unit top covers, the front porch roof ridge caps. Mr. [redacted] and I also addressed the leaking front gutter issue and come to an agreement on how it would be handled and repaired. Mr. [redacted] was given and accepted a check for the total sum of the repairs that he had paid for. In this meeting with Mr. [redacted], he stated that he was happy and satisfied with all of the other work (over 30 windows and 5 entry doors) that Window World had installed for him. He did not have any problems or complaints with the window and door crews. He only had issues with the siding and gutter crew, who, no longer works for Window World. We addressed the issue of a crew member supposedly breaking into his daughters apartment. As we discussed this matter in detail, I made it very clear that I or Window World of Roanoke did not condone this behavior from any of the crews working for Window World! We agreed that nothing was disturbed, missing, moved and stolen. The crew worker denies entering the apartment with out permission, after this incident, he was not permitted to work on any more of Window World of Roanoke's jobs. Since I met with Mr. [redacted], The crew leader and the rest of the siding and gutter crew are no longer working for Window World. Mr. [redacted] declined my offer to help him with filing a Police report concerning this matter, Mr. [redacted] stated that he didn't feel that was necessary. We also discussed the issue with the broken bathroom door, Mr. [redacted] said for us not worry about it, that he was replacing the door anyway. I have spoken to Mr. [redacted] three times since the meeting to make sure there are no other concerns and/or issues. He stated that he is satisfied with the outcome of the meeting and the previous installations. I feel that Window World has made all efforts to make sure that Mr. [redacted] expenses were taken care of and that their are no other issues that needs to be addressed. I want to thank Mr. [redacted] again for the business and I am sorry that we had these problems with his job. It is our goal to have 100% customer satisfaction! Jamie Eller President Window World of Roanoke, Inc.

Customer Service Issue. I placed an order. Paid cash up front via debit card. Order never placed internally. Weeks go by. No contact. No information shared as to delay. When I called the office, no one in the office is informed, or can check any orders-only Mr. [redacted] can do that. He will not return a phone call. After 5-6 weeks, order cancelled easily because it was never placed on my behalf.

Off to find a window company that wants my business and money.

Review: Door installation and product unsatisfactory. Supposed to be warranty. Had to have them back on 2 occasions, and still have not completed the work and won't return calls to set up appt. to complete the work. Contract made 8-29-12, installation did not occur until Dec. 2012. Been trying since last Dec. to get the back storm door and entrance door fixed. They came once and fixed the door handle that had been installed upside down, (for a left hand door), but storm door still had huge gap, so they said it would have to be rehung. This was on 10-29. When I got home I saw the glass on the entrance door has diagonal lines and smears throughout the whole glass that is between the layers and the plastic trim is bowed and paint peeling off. This was replaced on 10-29 because the paint was peeling but they couldn't complete the job because parts were not in. I waited and waited for a return call to see when they would be coming back and nothing. I called the local office 2 times a week for 2 weeks after leaving messages with a live person expressing my concerns and did not receive a return call. The door facing was left with big hole in the wood where the door lock is as well. The whole storm door was installed crooked. Anyone could have seen that when they did it, however since I could not leave work to meet them, they did it and left. It was really just a bad job all the way around but I have been very patient and I am at my wits end. On 11-6-12 out of desperation I called the Corporate Office in NC and had to leave a message with Mr [redacted], supposedly the Mgr of Customer Service. No reply, until the following Friday at 6:15 I received a called from Jamie and he assured me he would make it right, and would notify me on the following Mon or Tues. to set up appt. That was 11-8, I still have had to return call. I called Mr [redacted] back on 11-11 or 12th, had to leave another message, STILL NO CALL> I had told Jamie on on 11-8 I wanted to have this completed before the Holidays, and he assured me that would happen. Now I know it won't. I have ordered over $5,000 worth of windows for 2 houses from these people in the last 3 years and I am very disappointed that I have had to deal with this kind of treatment.Desired Settlement: I would like a complete refund for the storm door and the entrance door off the contract of 8-29-12, so that I can employ some one reputable to come and install new doors that will be done correctly and in a timely fashion. I paid for this work and feel like once they got their money the warranty was no good. Thank you.

Business

Response:

In response to complaint # [redacted], Window World did contact the customer to set up an appointment for an inspection of the issues. After the inspection, a plan of action was discussed with the customer about the repairs needed and defective part that was needed to be ordered. The repairs have already been made to the storm door and a defective insulated glass unit for the entry door has been ordered and confirmed. We are expecting to receive the parts for the repair the week of Dec 16th....I have spoken to Mrs. [redacted] about the expected time of delivery and she understands that we will be in contact with her just as soon as the defective part is received at our warehouse.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted],I am satisfied with the plan of action but will not accept this resolution until the job has been completed to my satisfaction after the work they plan to sometime in December. I will wait for the business to perform this action and, if it does satisfactorily, I will consider this complaint resolved.Regards,[redacted]

Review: After windows that we bought and then they installed are now having a sweating issue. Contacted company, they have replaced partial windows on two different occasions. They are trying different types of glass, this did not work. Contacted owner again and now will not return messages.Desired Settlement: For company to provide their advertised product to preform on what we were sold.

Business

Response:

Response to complaint #[redacted]Mr. and Mrs. [redacted] purchased 7 windows from Window World of [redacted], Inc in October 2013. Mr [redacted] contacted us approximately mid-July of 2014 complaining about condensation forming on the exterior of his windows. We had our Field Supervisor to meet with Mr [redacted] to take a look at the problem of exterior condensation and to see if there were obvious problems. No obvious problems were found in either the windows or installation. The Field Supervisor and I spoke about the issue and agreed at that time that it was simply exterior condensation. We contacted the manufacturer about the issue and were told that it was exterior condensation and it would happen every now and then on some houses. We forwarded an email letter from the manufacturer's engineering department explaining why the exterior condensation was happening, however, We did request for a manufacturer's representative to come to [redacted] to take look at and do an evaluation of the house and windows. The manufacturer's rep and myself meet with the [redacted]s to look at and try to figure out why they were getting the exterior condensation. We reported back to the engineering department our finding of: South to Southeast facing houseAt 9:00 am the Humidity was 81% and the temperature was 72 degs.At 10:30 am the Humidity had dropped to 64% and the temperature was 80 degs.Interior temperature was 70 degs Customer stated that they like the interior temperature between 68 degs and 70 degs.Very nice and well maintained split level houseFront over hang on the right side of the house is 24"Front over hang on lower left side is 12"Front over hang on the upper side is 0"Medium to Large bushes and shrubs under the windows in question with no gaps except for the front door.The windows in question were ordered with our Solar Zone Elite glass package, which meets and exceeds the current Energy Star window regulations with a rating of: .32 U factor and .21 SHGCNote: We did order and replace two sashes under warranty already.The manufacturer's rep did agree to try some experiments with different sashes with different glass packages to see if we could get a different outcome.We ordered and installed two sashes with Std Solar Zone glass (a lower level of low-e coating) and two windows with same Solar Zone Elite with SuperSpacer (up graded low-e glass but with a upgraded glass spacer.)By the time the sashes were installed we were getting into fall and the temperatures has fallen along with the high humidity days so we agreed to continue the test until this supper if needed.Mr [redacted] contacted the June with the same exterior condensation problems as before. He said that the sashes that we had tried had not made a difference in the exterior condensation. The test is complete and not noticeable difference in the two warrantied sashes, the two Standard Solar Zone sashes and the two Solar Zone Elite with Super Spacer. The manufacturer has tried to be accommodating in the fact that they were willing to try the different sashes just to see if it would help.Simply, we can not control the exterior temperatures and/or the daily humidity levels. When the temperatures and humidity are at the right levels condensation of moisture will occur. This is the same thing that happens then moisture condensates into "dew" on the grass and cars or when a shower is turned on and the mirror in the bathroom "fogs up". Exterior condensation on the windows does not mean that the windows are defective and is not a warrantable issue, but we tried to help anyway. I have attached some other links that are making reference to the same exterior condensation. All of the other sources also say that exterior condensation is it not necessarily defective windows. [redacted]

Consumer

Response:

I have reviewed the response 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.

Regards,

Consumer

Response:

I have reviewed the response 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.

I need to reopen this complaint concerning Window World of Roanoke. After a third set of window sashes replacements have turned out to incorrect, Jamie Eller, owner of the local Window World is not responding to our request to solve this ongoing issue. My opinion that Mr. Eller is now ignoring us as a customer. One of the reasons we decided to have this company do this job is that they display a Revdex.com logo in their ads. His customer service attitude is at least the poorest that I have encountered in anything that I have purchased. I purchased these windows 2 years ago this December and only have one issue after another. The tech that came to our home to replace these windows has informed us that our home is labeled the " Problem House", poor mighty poor attitude from a local company. I have contacted several other local window dealers to get information on their opinion on what is causing these problems and new quotes to have these problem windows replaced. The last request to Window World is that we want to have our money returned so we can move on and not have to deal with such bad customer service.

Regards,

Business

Response:

in Response to Complaint #[redacted]

On Wednesday, Nov 4th, Representatives from Window World of Roanoke and Associated Materials Inc. meet at the [redacted] residence to once again look at and address any and all issues pertaining to bowed window sashes or a bowed sill on a frame. Window World had our Field Supervisor and our Field Service Tech on site along with AMI's Certified Field Service Tech and a Field Sales Specialist. Evaluations were made and the guys got to work correcting and fixing all of the areas that Mr. or Mrs. [redacted] wanted addressed. Sashes were straight and the bow was removed from the frame by the time they were finished.

Window World of Roanoke Inc. or Associate Materials Inc. do not see the need in refunding any money to Mr. and Mrs. [redacted] at his point. Window World and AMI is committed to serving its customers with a lifetime warranty.

Regards,

Window World of Roanoke, Inc

Review: In June had a salesman from window world come to my home and gave me a quote for 20 windows and 3 doors. I was very please with the salesman and we agreed to have the work done with them. Salesman informed me that they were about 6 weeks out and that they would call and set up a time to have them done. About Six weeks went by they called we set up the time to have them installed which was in the middle of Aug. They said it would take 1 and half day to install which wasn't a problem I was on vacation and didn't have any plans. On the second day of the install I was in the basement out of the install guys way just watching tv when the salesman called me. He informed me that the door frame that they were going to install was damaged from the factory and that they would have to come back to install them. Also during that phone call he told me we would just do the final paperwork for all the work when the doors were done in two weeks. I walked up stairs and talked install guys showed me and talked to me about what was damaged. These things happen, I thanked them and was glad they didn't just put it in to get the work done, however they had started pulling the trim work off my walls and they said they would put it back but it wouldn't look good since they were going to be back to do the work. I had no issues with it, the install guys were very friendly and showed me how they installed the windows and also answered several questions about them swell. Extremely please with install also with the windows. Well over a month and a half goes by and I get a phone call from the office saying that my doors had just come in and we set up a time to have them installed the following friday which was in Oct. Unbeknownst to me my wife had called to find out where our doors where and had to leave a message with her name and number, they called Me back and not her. So day of install I get up early to wait for them when I get a call from the installer that was over to do the windows and he asked if they had left one of the doors here along with the trim work cause they couldn't find it at the wear house. I told him yea they have been here for the whole time in my garage. Well a few mins later I get a call from the office saying they just have the frame of the door and not the door, I asked well can't you put the doors in the frame and she told me they weren't sure they could do that but would call me back shortly. I received no phone call that day. Well on oct I received a bill for just the windows saying past due. On the 20th of Oct I called the office and talked with a nice lady and told her what was going on and she was sorry that happened but she couldn't do anything cause the woman that handles this was not in till thursday but that she would see if she could get someone to contact me in the mean while. Later that day I received a message from the salesman stating "that it was going to be a couple more weeks before your door get here. I'm not sure what happen but it had to be reordered again. We really need to sign the financing paper work to finalize the windows and then we will do it again as soon as the door is done. It will basically be the same as putting 2 charges on a credit card. both will have the same special financing terms that we specified. I replied back and said I was going to bed soon and he could call me or I would stop by the office when I got off work around 2. Well on the 21st I called the corporate office and talked with [redacted]. He was sorry this happened and since each are independently owned that he call the owner and inform him of what was going on and assured me that he would call me that day. I only received a phone call later that day from the salesman. The salesman told me I needed to sign the paperwork for the windows like he stated in his message. I asked him if he remembered telling me that we would sign the final paperwork when the doors were done back in Aug? He said yes that he remembered telling me that. I told him that I'm not comfortable signing the paperwork for the windows due to the fact that the entire work wasn't complete and hadn't been in going on 2 months that should have been 2 weeks. He then told me that they had lost my door and he thinks they threw them away while cleaning out a wear house and that it was at least 2-3 weeks more from getting my doors in from **. He told me that I was enjoying the free windows but really needed to sign the paperwork to start paying on them. I told him I'm not signing the paperwork until the work was finally done like he originally told me, I also told him that I had already had one day that I had to be here to get them done and they couldn't do them, so I lost that day, also they had left the door and trim in my garage which I had to be careful around so not to damage them, also I had to remove the canopy from my back deck for them to put the doors in, which I haven't been able to enjoy my deck since Aug, also I haven't been able to set our home alarm since Aug cause I had to remove the sensor from the doors. I informed the salesman that I'm surprised that he had called since I had already talked with [redacted] at corporate and was expecting the owner to call me. I still haven't heard from him and that took place over a week ago.

My wife and I are extremely happy with the quality of the windows and the quality of the install, just very unhappy that we don't receive any phone calls from window world to inform us whats going on until we call them. Also very unhappy with receiving a bill saying past due for the windows. If the work had been done like originally promised we would have already made several payments on them.Desired Settlement: I would like some kind of discount on the total work order due to the lack of the job being done when they said they would be done. Also for having to be home for a another day to have the doors done. Also for the storage of doors and trim, lack of use of my deck, and lack of use of the alarm since Aug.

Business

Response:

response to Complaint # [redacted]

Mr. [redacted] came by our office today to discuss the issues with the long lead time on his door. We have come to an agreement that the doors would be scheduled for install on Friday Nov. 20th, everything should be completed that day.

Regards,

Window World of Roanoke, Inc

Consumer

Response:

I have reviewed the response 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.

Regards,

Review: Work started late on scheduled day of installation December 31, 2013. As first window was being removed I observed worker using a long screwdriver and hammer busting out window jam and adjacent structure. I immediately told installer that was unacceptable and stopped the process. I complained to [redacted] (supervisor) and he told the crew to use a saw to remove stops. Because of my skepticism I did not go to my job for three day and stayed with crew monitoring and helping where I could be of assistance. The subcontractor (crew) showed up two additionally days about 10 AM and quit each day around 3 PM taking an hour for lunch each day. On the third day they worked in the misting rain mostly doing inside work with the exception of the metal bender in the driveway. One of the crew told me that due to the rain they would pull off the job. I smiled and said it's really not raining now. And what's the problem anyway because it's mostly inside work. That's when I was told they wanted to quit regardless of the rain. I said well, why didn't you say that up front? Jan 2nd was the last day they worked. This job was supposed to be completed the first day. I called [redacted] and scheduled a meeting Jan 3rd. He came to our home and took note of the workmanship and my remarks about issues that came up since the crew arrived. He asked me if Jamie had called? I said not yet. He said he would put in another request to have him call. Not hearing from either [redacted] or Jamie Eller, I sent [redacted] an e-mail indicating I have contacted another contractor to finish job. I have many digital photos taken of my displeasure with work.Desired Settlement: A final settlement once the job is completed and all factors weighed.

Business

Response:

This is in response to claim #[redacted]

Mr [redacted] was called twice by our office on Tues, Dec 31 to notify him that our crew was still finishing up on the previous install job and was running late. Basically nothing was accomplished on Tues,Dec 31st due to damaged wood that Mr [redacted] complained to the crew about. /The crew leader assured Mr. [redacted] the wood would be repaired. On Jan 1st the crew had to pick up materials from [redacted] to complete the repair on the damaged wood from the previous day. [redacted] opened at 9:00am on New Years Day, and the crew picked up the materials that were needed and was at Mr [redacted] before 10:00am. Mr [redacted] said things went well that day and most of the work was completed. Thursday, Jan 2, the crew leader had a family emergency and rain slowed any hope of progress; therefore the job was not completed. Mr [redacted] called our office to express his concerns with the job. Our Field Supervisor scheduled an appointment to meet with Mr [redacted] at 10:00am on Friday, Jan 3rd. In this meeting, Mr [redacted] and our Field Supervisor looked over and discussed thoroughly the concerns and issues. Our Field Supervisor assured Mr [redacted] that everything would be addressed and taken care of to his satisfaction. Our Field Supervisor offered to have the crew finish the work to be done on Saturday, Jan 4th, but this date did not suit Mr [redacted]'s schedule. On Friday, January 21st, our Field Supervisor and I meet at the [redacted]'s residence to discuss a resolution agreed upon by both he and Window World. After the meeting, Mr. [redacted] signed the completion form stating "There were issues and misunderstanding that were resolved by a personal meeting with Jamie and [redacted]"

Review: I contacted Window World of [redacted] November of 2014 on information to have siding, windows,doors,soffit,fascia,shutters, and gutters put on my home. [redacted] came to my home on 12/5/2014 and we finalized the contract. The siding crew arrived in February of 2015 and completed there work. While the siding crew was finishing, the gutter crew arrived and installed my new gutters. After the siding and gutter crew were finished with there work. The window crew arrived and installed my new windows and doors. Upon completion on 3/12/2015 and final walk around. It was noticed that the trim around several of the windows had been damaged. Also some of the siding near the roof was uneven and in other places the siding was bulging out. One piece of siding was found broken. I contacted Window World at this time. After a few days [redacted] (Sales Manager) arrived at my residence and took photographs and informed me that this would be taken care of. After numerous phone calls and being told during each call that this matter would be taken care of and these issues would be corrected I still have not been contacted by anyone from Window World as of this time.Desired Settlement: I would like to be contacted by Window World with a day and time when the contractors will arrive at my residence to complete the job and a reason why it has taken so long to get this work completed.

Business

Response:

In Response to Complaint #[redacted]

Our Field Service Tech has been in contact with Mr [redacted] to discuss his concerns and issues. He has been back to the job site for an inspection and job site evaluation. He has a punch list for the repairs that Mr. [redacted] wanted to be addressed in their prior discussion. The Field Service Tech turned in a material list needed for the repairs that has been ordered. We are expecting the siding repair materials to on our delivery truck this Thursday, Dec 31st. We will be contacting Mr [redacted] to confirm a date for scheduling the repairs hopefully the first week of January.

Regards,

Window World of Roanoke

Consumer

Response:

I have reviewed the response 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.

Regards,

Review: I informed [redacted] at Window World that I could only take off work 1 day and she assured me that the work would be completed in 1 day. On May 18, the crew did not arrive until 9:30 and only worked for 4 hours that day. There was no inclement weather. [redacted], the crew supervisor told me that one of the windows was damaged and needed to be replaced so it he did not seal it up. I had my son stay the next day so they could finish. They told my son (who doesn't even reside at my home) that he would have to sign the paperwork as being completed. A copy of this paperwork was not even left for me. When coming home, I saw a broken broom and every wall that they installed a window over was marred. On May 21, [redacted] left me a voice mail about the balance. I called back and informed [redacted] (because [redacted] could not be reached) that the work was not finished and gave her the details.

I called back on June 8 and reminded [redacted] about the defective window and asked about the status. She said she would call back.

On June 15, someone named [redacted] called and left a voice mail telling me this situation had slipped through the cracks. On June 16, I called [redacted] back and asked again and he said he would order the window that day.

On October 6, while preparing to send Window World a certified letter that I was going to have someone else finish the window work and get the window sealed up, [redacted] called and left another voice mail (almost 4 months after being told that the window was being ordered that day).Desired Settlement: I would like Window World to get this finished before the Winter season arrives and would appreciate a reduction in the balance due to having this issue go on so long. I would also like to have a copy of the completed paperwork my son was told to sign.

Business

Response:

The work was completed on Friday, Oct 16th. Ms [redacted] called our office Friday afternoon to let one of our office staff know that she was happy with the work and paid the balance. I followed up with a phone call to Ms [redacted] today to confirm that she was happy with the last window that we installed on Friday, she stated that she was satisfied with the work and did not have any other issues at this time.

Consumer

Response:

I have reviewed the response 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.

Regards,