Window World of South Central PA and Northwest MD, Inc.

Just let us/me know when the windows are removed and we will then schedule a time/date to pick up the products

Dear Revdex.com;This letter is in regards to the complaint ID [redacted] dated 7/6/15.Letter was received today 7/9/15, Spoke to Mrs. [redacted] last evening about the issue she is having and what steps we are going to take to fix. Told her we had ordered some of the same material we used to finish the 4 front...

windows and I was not sure when it would be in from vendor. We ordered It last week. Last night told her I would call her in morning when I looked at the file and could give her a better arrival date for the material. We spoke again this morning and material is scheduled to be in next Thursday 7/16/15. We have a tentative schedule date for the following day (7/17/15) to get casing installed and other issues fixed.There are several (4) windows that are out of the balancer shoes and that is why they are hard to open and not secured into the frames. She explained that she is ok with having them like that until we come next Friday to fix issues. The window with daylight coming into it seems to be the same issue and not closing properly. We will take a look at that as well and reinstall if needed.Thanks for your patience,Window World - SCPANWMD 313 Plank RdSomerset, PA 15501

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] After the initial installation, Window World received several calls from me. I even spoke to Matthew regarding the windows and the problems I was having. I informed everyone I spoke with that the windows needed to be replaced. I never told anyone who came out to assess the windows that I "did not want them to work on the windows." The last fellow who came out, because I told him of the problems, he said the windows frames were warped, I told him that the windows needed to be replaced, he assumed that I meant he did not need to work on them because he left the house and did not return. I was surprised that he didn't return. He did not tell me that he was not returning. I thought he was going to get tools from the truck. I have called the company several times afterward, even up to November 23, 2016 and spoke with Melissa. I informed her that I needed to speak with Matthew so we can make arrangements to return the windows and for them to return my deposit. No times since I have called them has Matthew returned my call. Since the weather has gotten colder, there are even more defects noticed. There is air coming through the top and bottom window at the point where they meet and the windows are locked shut. Their folder has a good housekeeping seal on it indicating "Replacement or Refund if defective." My windows are defective and I would like a refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Whoever wrote that letter about me not letting the guys in and shutting the door in their face and also telling them that they could not use my lights is a bold faced liar. None of that conversation happened nor did those events take place. I called Window World the morning they were supposed to come over and spoke with Larry who was unfamiliar with the terms Matt L[redacted] and I agreed to in order to resolve the issue. Matt said that he would have the guys come to the house on Thursday, Dec. 8th to remove the windows and return my deposit. Larry did not know of this agreement so I informed him that if the guys came to the house without the check I would not allow them to remove the windows. Larry consulted with someone in the office while on the phone with me, asking questions of the job to be done, but Matt was not in the office at the time. I can only guess it was Melissa Larry spoke with. She seems to be the most irate, deceitful one of the office. Nevertheless, Larry gave the message of my call to Matt when he arrived. Matt called me and left a message that everything we spoke of was in place and the guys had the check for me. Craig, one of the fellas to remove the windows was in contact with me throughout the day on Thursday. He explained that the job they were on had run into difficulties and he still believed they would make it to the house. At about 5:00 pm, Craig called to tell me that the job was going worse than expected and they would not be able to make it to the house, but he would come by and bring the check to me. He did just that and I signed a receipt for him indicating I received the check. That person who wrote the last letter to you is trying to make it appear as if I have been hostile towards them, which is not the case. That person has a vivid imagination having concocted the dialogue and scenario which never happened. They took a little bit of truth and wove in a massive amount of lies. That person is ridiculous and very sad. I feel pity for those who feel they have to live a lie. I am satisfied with the outcome of the dispute with Window World. I can now contract with another company for new windows. Thank you for all your assistance.  
Regards,
[redacted]

Dear To whom it may concern;This letter is in response to complaint ID [redacted] letter dated 10/03/2016 by [redacted]. After the initial installation of the (2) windows which are the 4000 series windows with solarzone glass and foam inside exterior mainframe. Window World also has a standard...

practice of all Double Hungs come with foam around the exterior of the mainframe. This helps ensure the sides are insulated at the time of installation.After the initial installation, we got a call from Ms. [redacted] regarding issues. They included screen not seating flat, caulking on interior larger than expected, and sound issues. We then sent a crew out to examine issue several days later. They returned back and said the windows need adjusted but were not allowed to because it was the wrong window per homeowner and it needed replaced.The window is the correct series and efficiency from the contract Typically you will get some sound muffling with new windows. With that said if they need adjusted they may not be working and stopping as much sound as engineered.We will be happy to go back out and readjust/reinstall.Matthew L[redacted] Window World - SCPANWMD [redacted]

Morning [redacted],Thanks for taking the time to talk this morning. Below is the latest in this situation.We had spoke to Ms. [redacted] last week regarding a compromise of the job. We had agreed that we will take her window world windows out and reinstall her old windows. We would also return her money. This would then end all relationship and any contract between the two sides. The job was scheduled for yesterday (12/8/16), the installers had a job before hers and would then go to Ms. [redacted]. They ran into issues with morning job and called to let her know they were running behind but would be there. They arrived around 5:30pm which was right around dark. Ms. [redacted] again would not let the guys into the house. (we were not allowed to fix windows on prior service call) She said they were not coming into the house and hope they brought their own lights because they were not to use her lights. (We need into the home to remove/install) Shut the door on the guys, they then tried again to get her to let them install, she would not let them. We would like to get this behind us. Before the installers left they asked if they could stop out in the next few days so that is the current plan. We hope to get the situation cleared up.

We have been in contact with the customer and have scheduled a service speed on to take a look at the job completely. He can then fix what he can while there and if not schedule another appointment with needed parts to correct situation. We can reimburse customer the several pieces of J-channel that...

was used for the job.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The windows have been removed and you can retrieve them when your schedule permits. The only time I am not available is on Thursdays. Monday, the 16th I will not be home. The 17th and 18th I’m available; and also the 20th. January 23 – 25, and 27 are open. The same with the week of January 30th. Only Thursday is unavailable.
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted].I want it known that I left a message on Wednesday, July 8, 2015 around 3:00 pm on Matt's personal cell phone and I contacted the office at Somerset right after that since he did not answer his phone.  I believe I spoke with Nancy and she said she didn't know what was going on.  It was ONLY after the two phone calls that Matt called me back!  Matt said that he thought Melissa was in contact with me but she also told me that she didn't know what was going on.When I requested about fixing the windows so they can open safely without falling out, Matt wanted me to look at a video on the Internet to fix them myself because it was hard for him to articulate how to explain it over the phone.  Since I did not feel this was my place, he said it would have to wait until they could come next Friday.  I feel that they should have come sooner to fix this since it has been since June 20, 2015.  The windows were originally ordered on Wednesday, May 21, 2015.  I have called this company a total of nine times in regards to this complaint.  Why would it take almost two months to get the stripping for around the windows and install them correctly for a professional company that specializes in window installation?  I am concerned that they are just trying to talk advantage of two senior citizens and not complete the job correctly.If all of the issues are not resolved by Friday, July 17, 2015, I would like a full refund and be finished dealing with this company.Regards,
[redacted]

Review: After purchasing 13 windows, many of them can't be open because they are incorrectly installed. One window has daylight coming in along the side of the window. Four of the windows are too tight so if you can get them open at all, then you can not get them closed at all. Four windows are not secured in the frame so they cannot be open without falling out. Also,they did not install a finished molding/edging around 9 of them but put 1.5 inch rough boards at the bottom and 1.75 inch rough boards at the top that are in terrible condition with caulk mess in many places. I have called 6 times over the past 2 weeks to get the issues resolved with no satisfaction. What was supposed to be an upgrade to our home has really turned out to be a downgrade since we can't even use many of the windows now!Desired Settlement: The company needs to come replace the incorrect windows and correctly finish the installation of the windows. I should receive partial compensation for the waste of time and inability to open my windows for the past two weeks. If they do not complete the job correctly, I want a full refund immediately so that I can find a company who will.

Business

Response:

Dear Revdex.com;This letter is in regards to the complaint ID [redacted] dated 7/6/15.Letter was received today 7/9/15, Spoke to Mrs. [redacted] last evening about the issue she is having and what steps we are going to take to fix. Told her we had ordered some of the same material we used to finish the 4 front windows and I was not sure when it would be in from vendor. We ordered It last week. Last night told her I would call her in morning when I looked at the file and could give her a better arrival date for the material. We spoke again this morning and material is scheduled to be in next Thursday 7/16/15. We have a tentative schedule date for the following day (7/17/15) to get casing installed and other issues fixed.There are several (4) windows that are out of the balancer shoes and that is why they are hard to open and not secured into the frames. She explained that she is ok with having them like that until we come next Friday to fix issues. The window with daylight coming into it seems to be the same issue and not closing properly. We will take a look at that as well and reinstall if needed.Thanks for your patience,Window World - SCPANWMD 313 Plank RdSomerset, PA 15501