Window World of Wyoming Valley PA, Inc.

margin-bottom: 0px;">To Whom it may concern, October 16, We received the complaint made by *** *** We have been in contact with this customer since her original install date on 9/25/ She called our office immediately after the install to make us aware of her dissatisfaction She stated that she would not sign off that the work was completed or make final payment until she was satisfied with the work This was never disputed by our office
*** *** sent us several photos that were immediately sent to the Regional Manager, Tom K***, for review The office informed her that the information would be passed to the appropriate parties and she would receive a phone call to discuss and make arrangements for any repairs necessary
*** *** called late on Friday, September 26threquesting an update or a resolution The office told her that it was being reviewed by Tom and he would be in touch with her the following Monday when he would be in the office to discuss everything in full. It was explained to her that Tom covers a large area and is not always able to immediately return phone calls but *** *** was not happy she hadn’t received a call back yet Tom was contacted and it was agreed that he would meet with her on Monday, September 29th between 10AM and 11AM *** *** was also contacted on October 2nd, 3rd, 6th, 7th, 9th, 10thand 16th to follow up on all concerns
All issues she has from the original install are being addressed by our Regional Manager Replacement shutters forall windows on the front of *** ***’s home were ordered on 10/8/ As soon as these are received, Tom is going to contact *** *** to arrange a date to make all repairs and adjustments needed

As per EPA regulation, and as a certified Lead Renovating firm, we are at liability for following the regulation or pay a $37,fineAs a business owner, I'm not willing to waive the regulation put in place by the government to protection the consumer. As a certified renovator we have the
jurisdiction to "presume" lead presence in a home that is pretty constructionNo test is required.This is not a customer of Window World and should not be a complaintWindow World is following the lawJust becausecustomer does not want to pay does not justify a complaint against a moral/ethical business. Sincerely, Michael H***

This response is from the ownerI was not rude with my responseI simply told *** *** that I did not wish to engage in a business contract with him due to the level of difficulty he is making with the lead lawsI am liable for following the United States Environmental Protection laws regarding lead RRPI suggested *** *** research this regulation as it holds the homeowner responsible as wellHe was explained that as a certified renovator, Window World can presume lead in any home built prior to *** *** was told this on several occasions, including over a year ago when his complaint first surfacedDue to *** *** actions, I do not wish to do business with himI want to assure *** *** that it would be in his best interests to hire a certified contractor at this pointI do not recommend having the work done by a firm that has not tested or is not practicing RRP

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
So.... Where are the lead paint test results Jeniffer declined to give me? When was the test performed? This is about your company lying.  Also give me a call like I asked you to do and we can talk about it, instead of blocking your number and not leaving a callback number. Next step is the local news stations because of the lies from your salesperson, Jeniffer and your lack of explanation as to where the test results are let alone when and where a test was performed. You advertise on all these billboards the prices of your windows but then add charges for lead when there isn't any proof of it! False advertising!  Show me the lead! 
Regards,
[redacted]

The field manage and owner met with Mr. [redacted] on Friday, February 6, 2015. All the issues stated in complaint were reviewed onsite with customer. All the windows are measured correctly.  The job had been stopped because the customer felt that the windows were measured incorrectly. It was...

explained to the customer that the job that has been started needed to be finished immediately to insure a complete and warranted job. Customer agreed and scheduled to have the windows completed.

Review: purchased 10 vinyl replacement windows from this company ,most of them appear to have been measured incorrectly and fit very loosely in the openings and can be moved back and forth, according to a few installers I have talked to and have shown the windows too.all I asked this company for were the measurements taken at time of sale sent to me so I could have them as I was going to have a measurement taken by someone in the field and also a window tech to come out and measure the windows again I mention at time of install they seem to be loose in the window opening I flaty denied my requests kept saying my windows were measured correctly I sent pictures the ywould not even send out anyone to remeasure all I simply asked for was a remeasurement on my windowsDesired Settlement: all I would like is what I kindly asked for from this company the measurements taken at time of salesent to me of the windows and a window tech to come out and remeasure thats all I asked for if the measurements are wrong I would like the issue resolved as I have paid a lot of money for these windows I do not think asking for a second measurement after seeing how the windows fit in the openings should have been a issue to this company they kept refusing to do a remeasure

Business

Response:

The field manage and owner met with Mr. [redacted] on Friday, February 6, 2015. All the issues stated in complaint were reviewed onsite with customer. All the windows are measured correctly. The job had been stopped because the customer felt that the windows were measured incorrectly. It was explained to the customer that the job that has been started needed to be finished immediately to insure a complete and warranted job. Customer agreed and scheduled to have the windows completed.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: We purchased 6 new replacement windows from Window World. When they sent the subcontractors out that they hired what a job they did. They came to our house on 9/25/14 they literally ripped our windows out after we were told 4 of them had to be cut out because they were new construction windows and charged us quite an additional fee for this. When I ([redacted]) questioned the contractors about this. There exact response was "window world does not pay us enough to cut them out". They ripped off woodwork, left big scratches on one window on our visible trim, broke glass, literally warped our kitchen window sill from prying so hard. Took off a big chunk of our window sill with it whey prying. This window they finally did cut out. Never cleaned up the mess. Put a big hole in one of our shutters which they said they could replace but they won't match our existing ones. When I told him (tom regional manager) that I was not happy with that he said they would give us the other two sets for the front of our house for cost. How is that fair? I feel they should replace them at their cost, we can't help that the ones they offer do not match our existing ones and we were not planning on replacing them, and also that is the least they could do being they charged us extra money for 4 windows to be cut out and they were not. They put so much caulk on to cover things up. Some windows they put new trim on others they put our old dirty trim on. You would hardly believe they called them self professional contractors. We did try to work with window world but of course were really not getting anywhere. They said their contractors did not warp our window sill and we had another contractor come in to see it and he said they caught the sill when trying to pry the old window out. I have seen several people I know with new replacement windows after this happened and their windows looks absolutely beautiful. Ours not so much. I have so many picture I can send to back this up if you need them.Desired Settlement: We want our windows fixed. We want new trim on the outside and in. We want the shutters replaced at no additional cost. We want our window sill fixed in our kitchen window. The trim fixed where there is a big scrap in it (bedroom window). We just want our stuff to look like it did. Windows are not a cheap thing that people can replace that often. If anyone would like to come out from your company to see the work I would be more than happy to show them. Our old windows looked better.

Business

Response:

To Whom it may concern, October 16, 2014We received the complaint made by [redacted]. We have been in contact with this customer since her original install date on 9/25/14. She called our office immediately after the install to make us aware of her dissatisfaction. She stated that she would not sign off that the work was completed or make final payment until she was satisfied with the work. This was never disputed by our office. [redacted] sent us several photos that were immediately sent to the Regional Manager, Tom K[redacted], for review. The office informed her that the information would be passed to the appropriate parties and she would receive a phone call to discuss and make arrangements for any repairs necessary. [redacted] called late on Friday, September 26threquesting an update or a resolution. The office told her that it was being reviewed by Tom and he would be in touch with her the following Monday when he would be in the office to discuss everything in full. It was explained to her that Tom covers a large area and is not always able to immediately return phone calls but [redacted] was not happy she hadn’t received a call back yet. Tom was contacted and it was agreed that he would meet with her on Monday, September 29th between 10AM and 11AM. [redacted] was also contacted on October 2nd, 3rd, 6th, 7th, 9th, 10thand 16th to follow up on all concerns. All issues she has from the original install are being addressed by our Regional Manager. Replacement shutters forall windows on the front of [redacted]’s home were ordered on 10/8/14. As soon as these are received, Tom is going to contact [redacted] to arrange a date to make all repairs and adjustments needed.