Window World Of The Capital District

November 8, RE: [redacted] To whom it may concern: In regards to complaint number [redacted] for Mr [redacted] ( [redacted] ), Window world does accept the responsibility of not being able to wrap the first set of windows because of rainHowever, the customer was rescheduled for an appointment with a 12-arrival time on a Wednesday afternoon and it was confirmed with Mr [redacted] The installation crew arrived to find that Mr [redacted] was not at the churchThe crew waited half an hour for his arrival and contacted the office of Window World to inform them of the no showThe installer called the number on the paperwork for Mr [redacted] , and was told that he forgot and had other things to doWe were unable to install the second set of windows at that time and complete the wrapping of the first installSince then , we did have to cancel again due to rainThe installer did come on a Sunday earlier than scheduledHe has been reprimanded for this actionAt this point in time, the install of both sets of windows and all wrapping has been completedI have applied a discount to the final paymentPlease feel free to contact me if any further information is required Sincerely, [redacted] Install Manager Window World of the Capital District

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 belowUnfortunately, Window World is misrepresenting the historic guidelines in my communityWhile it is true that any modifications to the house must get approval from a committee (not unlike working with a Homeowners Association or other Neighborhood group), the process does not prevent the installation of the windowMerely, it requires the homeowner (myself) or the contractor (Window World) to apply for a permitI communicated quite clearly to the business that I had spoken to the committee and was prepared to get a permit (extra details: the window is in the back of the house and replacing that with a vinyl window is fairly routine business)The business did not want to deal with the "hassle" [redacted] ***, another large retailer, provided a quote for replacing the window and based on their experience did not expect to have an issue working to secure a permit I believe that refusing to honor a clearly advertised service because it might be a hassle is advertisingRegards, [redacted] ***

Revdex.com spoke with [redacted] at Window World and she stated that Window World will be going out tomorrow as the customer wishes to show us the issues he is having with the windows and try to confirm what is going on and create a punch list

In response to Mr [redacted] ’s complaint, Window World has made every attempt to satisfy and resolve his concernsWith the owner and manufacturing rep meeting with the customer, the condensation is a result of high humidity in the home versus the outside temperatureThat is not a defect in the product.Attached is a list of correspondence between Window World and the customer, as well as a handful of articles that explain condensation and how to control humidity in the homeThe customer has been advised of how to control or prevent condensation in their home and have been given a Condensation Booklet from the manufacturerMany times in this type of situation it is difficult to understand how humidity works – because of the low temperatures and humidity being classified as “high” in the middle of winterNew vinyl replacement windows must have an air infiltration to allow expansion and contraction – however they are more than likely to be “tighter” or have a better seal than the original windows, especially if the windows removed were of a more porous material such as woodEither being wood windows before or a lower quality window, there is more room for moisture to escapeWith these windows, because there is lower tolerance for moisture to escape – humidity causes condensation and it is now visible on the windowsWith the frigid temperatures the northeast experiences, especially in 2013-and 2014-the condensation freezes on the panes and produces an ice build upWe have submitted the same response to the complaint the [redacted] 's also filed with the Division of Consumer Protection

RE: ID [redacted] My mother, [redacted] , is requesting a 10% discount on the price of her windows - $ Her address is [redacted] East Greenbush, NY She can be reached on her cell phone at ***-***If for some reason she does not answer, please hang up and try again later (she does not know how to access her voice mail messages) Thank you

Window World has been in communication with the customer to address his concernsAs of February 8, 2016, the customer declined Window World's proposal to resolve his concernsThe customer is seeking resolution to exterior painting (that has expired it's warranty and was a condition we accepted in order to help on the windows and siding portion of his project), as well as resolution to "leaking gutters" (which we have inspected several times and is a leak from the roof, not the guttersFuthermore, his leaf defier was something he purchased on his own and is not compatible with our gutter product.) The offer Window World extended to him was generous considering the extensive project, however cannot be resolved without attention or responsibility from both partiesWindow World offers a full warranty on our products and remains to hear back from the customer to resolve his concernsThank you! Kim

November 17, RE: [redacted] & [redacted] To whom it may concern: Per the dispute for [redacted] and ***a ***, account number [redacted] , please find the attached and following information I can provide a list of the install and service appointments that we have completed for the customerWe were recently there on 9/16/to install the corner posts and the rest of the skirtingMy installer has gone above and beyond what was needed each and every time he is at the ***'s homeMrs***, always comes out with a list of things she wants doneMost of which have nothing to do with the install of her siding, windows or shuttersI also had my installer that does the gutters go out per the ***'s request regarding a leak on the roof and he stated that the leak was not caused by anything that window world had doneAlso Mrs [redacted] had made the comment to myself and installer that she just wants the owner of Window World to just buy the trailer and be done with itMrs [redacted] has called here several times yelling and very demanding of what she wants and threating to call the TV station WRGB Channel (local TV News)She also has called the Managing Partner, [redacted] , very nasty and derogatory names The owner of Window World, [redacted] has gone out there and developed a Punch List of what Mrs [redacted] needed to have done, and we have completed on many scheduled service callsMrs [redacted] also requested reimbursement for the skirting and shipping charges, and we have already complied with that request Please feel free to contact [redacted] or myself if you have any questions or need further documents Sincerely, [redacted] Install Manager Window World of the Capital District

Hi [redacted] An update to [redacted] - our service technician went out yesterday and permanently attached the casement handles for Mrs [redacted] to be able to turnShe has now signed off on completion and paiud her balanceWe are continuing to find alternate solutions however the account is now considered resolvedThanks! [redacted] Window World of the Capital District

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 belowThey have come to the house and in each instance have done little to NOTHING to resolve the matter! They put some felt strips and some caulkThat's about it.They sent a manufactures rep out, who also did NOTHING! They talk about condensationWhy are they talking about condensation when my complaint is about ice on the inside (the inside of the house or living quarters of the house) of the windows? I'm talking about ICE! The windows allow so much cold air into the house, that ICE actually forms on the windows! We have videos of this iceThey are supposed to be energy efficientThe fact of the matter is they are energy inefficient! I spent thousands of dollars for energy efficient windows, but these windows are costing me hundreds in extra heating costsThey were supposed to cost me less! Their windows are junk! I will never do business with them again, nor would I recommend anyone else to do business with them Regards, [redacted]

March 26, 2015RE: [redacted] To whom it may concern:In regards to complaint number [redacted] , Window World has attemptedto speak with Mr [redacted] and has no response since January 29, Please note theattached letter that Mr [redacted] wrote to Window World stating "a previous 1" crackspread" "this is no way should be the responsibility of the foreman and crew"AlthoughMr [redacted] admitted the previous crack and no liability to the installation and crew,Window World offered to replace the window at no cost to him - even to discount hisdelinquent account $to resolve pre-existing concernsMr [redacted] has yet torespond to Window World.Please feel free to contact me if any further information is required .Sincerely, [redacted] Window World of the Capital District###-###-####

March 19, 2015RE: [redacted] contract [redacted] Revdex.comIn response to the Revdex.com complaint regarding [redacted] , the contract with Mrs[redacted] was for casement windows, not a bayThe contract was signed October 16,- at that time we were 12-weeks out on the schedule however were able toschedule Mrs [redacted] 's installation within weeks of contractThe first cancellation wasdue to inclement weatherIt was rescheduled for the following week, at that time it wasinstalled and completedPer the request of the homeowner and her daughters, WindowWorld has been out five times in the past months to try and bring some resolution tocrank handles she was having difficulty in turning.A promised phone call to the customer per her daughter was made after speaking withthe manufacturer to confirm any alternative options for her mother - upon advising herthe manufacturer does not carry any additional options for handles to make turning themeasier, an attempt to close her account was madeThe customer is now three monthsdelinquent in paying her remaining balanceInvoices were mailed per the customersrequest.As of today, we have scheduled another visit with our technician out to make the handlefixed instead of able to close and fold back into place when not in useOther than thisattempt, we have no other resolutions to adjusting the handle to ease turning.In conversations with the homeowner and her daughters, Window World has notreferenced her age or being elderly - this has been stated many times from herdaughtersIn regards to the desired settlement, the product was shown at the time ofcontract and available to see in our local showroom although the customer hasdifficulty turning the handles, we have exhausted all avenues with the manufacturer inany alternatives we may have to make them easier to turn for herUnfortunately there isno compensation for a customer's dissatisfaction of the product as originally contractedand completed, as these are custom products specific to a contracted agreement.Window World has installed the agreed upon products.Sincerely, [redacted] Window World Capital District###-###-####

The business has responded to the complaint, however requested the response not be published

January 14, RE: *** *** To whom it may concern: In regards to complaint number *** for *** ***, Window world does accept the responsibility for the miss measured windows. We have had the correct windows remade and are trying to contact the customer to have the
correct windows installed. As to the installer not collecting any or partial payment for the windows, he is no longer employed by Window World. We do apologize for any confusion on the customer receiving an invoice for a job that has not been completed. The file was presented as a completed job. I will be in contact with the customer and offer him a discount for his inconvience Please feel free to contact me any further information is required Cordially, *** *** Install Manager Window World of the Capital District

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I do suggest window world do a better job disclosing that subcontractors not affiliated with window world are involved with the installation processIn this case someone who had a criminal record, walked off the job when it was unfinished which is why I had to wait additional time for the work to be completed by a competent contractorImpossible to get in touch with the owner because his calls are screenedThere website is very misleading and a play on words as such with their response to my original complaint. Regards, *** ***

THE RESPONSE FROM KIM OF WINDOW WORLD IS NOT ACCURATE!!! AS YOU CAN SEE BY THE LETTER THE ISSUES HAVE NOT BEEN RESOLVEDI HAVE ATTEMPTED FOR ALMOST A MONTH TO RESOLVE THE ISSUETHERE HAS BEEN NO RESPONSE
FROM WINDOW WORLD WRITTEN OR VERBAL TO FINALIZE THIS ISSUEI UNSATISFIED AND THIS ISSUE IS STILL OPEN AS YOU CAN SEE!!! *** ***

Revdex.com spoke with the business today and they have stated that siding warranty issue was addressed in early October The salesperson did follow ups with the customer to be certain everything is complete

Window World of the Capital District has made effort to contact Mrs*** to schedule the screen repairTypically if the screen is ripped we require the customer to drop them off at the office and they are ready for pickup within hoursWe will make an exception considering the history of
events and will honor Mrs***’s request for service.Thanks! KimberlyWindow World of the Capital District

Customer's complaint was bugs were getting into his houseService technicians advised all areas of windows sealed and installed properlyCustomer has signed off and received followup calls since original installation May 14, advising install went well and completed to satisfactionHave
not heard response from customer since last visit June 16, If bug problem persists, customer is advised to contact pest control company

On Tuesday, December 19th, 2017, Window World completed Mrs***’s installation as contracted, after an original attempt on Friday, December 15th, Per our last phone conversation Mrs*** was satisfied with the installation and the product itselfPlease let me know if we can assist
any further

Window World has been in communication with the customer in regards to her concerns. She understands she was not charged for removal of her aluminum siding, it was contracted to do - however not chargedThe customer was NOT advised it was not a serious matter and has been asked to not put
words in our mouthThere were no other names she was called except Ma'am, Jennifer or Ms***Yes, the contractor had her cell phone number because it is the only number listed on file for her and on her contractEspecially without her being home at the time of installation, it is important the installer has a way to communicate with the homeownerHe had contacted her in regards to a tool that was left on her property when they were there. Window World is installing vinyl siding on an extremely old and uneven buildingVinyl products have to have room to expand and contract. The customer's concerns of a "gap" behind the Corner where the siding ends is room to allow the expansionThe uneven shutters she has concerns about are her existing shutters that are warpedSame with her existing awning over the crooked, unlevel door. Window World is truly attempting to satisfy the customer's requests and concerns to the best of our capability. Thanks! Kimberly *** Window World of the Capital District