We apologize that we have not been able to satisfy the customer. We have returned to the home many times to make requested changes and check that all the windows are locking and operating properly. All the windows and door on the contract have been installed correctly and meet or exceed... industry standards. Additional work and materials have also been provided without charge to the customer. Each time we complete a requested list of changes, the homeowner contacts us later with additional items. We will reach out to the homeowner again to schedule a mutually agreed upon time for the homeowner to have their concerns resolved.
Initial Business Response / [redacted] (1000, 8, 2014/12/05) */ We apologize for the delay in communications and start of projectOur project manager was on the job site today to assure that our high standards of workmanship were being metUpon completion of the project, we will meet with the customer and address any remaining areas of concern
Initial Business Response /* (1000, 5, 2016/01/11) */
Per email from the company: "*** originally had a 3-lite double-hung window he wanted replacedAt the time of sale, our consultant priced two options for himThe first option was to replace the window with what he had originallyWe then
priced a less expensive option which was a different styleThis required switching from double-hungs to slider windowsIn the end *** chose to go with the cheaper option saving him nearly $and signed a contract agreeing to this
After the sale, I spoke with *** and made arrangements for our measure technician to come out to his home and measure the window; this was done on 11/5/*** did not show for the appointment and we took the measurements from outsideWe then installed the window on 12/31/and again *** was not present*** did not contact us till after the New Year to let us know there was an issue
*** signed a contract agreeing to receive this new style window and in turn that is what he receivedWe are not able to give a discount since there wasn't an error*** has not paid the final balance, a receipt cannot be sent
Sincerely,
Molly ***
Marketing & Production Assistant
Window World Twin Cities
Windows, Siding & Doors
(XXX)XXX-XXXX Direct
(XXX)XXX-XXXX Phone"
Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */
The estimator never called to schedule the appointment with myself even with that said the window could of been measured from the outside the original small side windows were 3/inches the current ones now measure inches also no where in the contract does it state that window world gets to decide the size of my side windowsContract was to large to scan but I have attached pictures to show this contract
Also there is no cheaper price I was given this one and only option by there sales repHe did give a $discount to sign right than and thereAnd again per there sales rep it was to match original sizes of window inch is not even close to a matchAnd even if was not home you can easily measure the outside of the window
I also attached a before picture from the street and after it is apparent even in the photos its not the same size side windows and how easy it would of been for them to measure the windowAnd the complaint is not that they are sliders the complaint is the size is not the same and feel I should not have to pay for something that does not match original size
Thank you
*** ***
Final Business Response /* (4000, 9, 2016/01/13) */
***,
We called and spoke with you on 11/3/to schedule an appointment for the measureOur technician did measure the window from the outside on 11/5/However, what you are referencing are the sizes of the slider sashesOn the contract you have two options; the first is that the sashes would come standard 1/4, 1/2, 1/of the overall size of the windowThe other option would come 1/3, 1/3, 1/of the overall window sizeMatching the sash size ratio to your old window is not possible as your new window is a different styleThe overall window size however is still the same
Because of this misunderstanding, we would like to discount the final bill by $Once the final payment is made we would be happy to send out an invoice for your tax purposes
Thank you,
Mary ***
CEO, President
Window World Twin Cities
Final Consumer Response /* (3000, 11, 2016/01/15) */
No the $discount is not satisfactory no where on the contract does it state I would not get same size windowsOriginally when the sales rep was out he said they can match the size but it was cheaper to do them in sliding windows not double hung which yes I agreed to but no where in the contract does it state that I would get side windows a different sizeIf this was informed to me I would never of gone with Window World I would of kept getting quotes since my neighbor had his replaced and have smaller side windows in vinyl I know they can be doneAnd as I sent a photograph of the contract it says lite slider series 1/screen one stopno where does it state any other sizing and price was And farther down says large picture window three lite windowagain NO SIZING
And even in the rebuttal the windows were not measured since I wasnt there so window world chose for me what I received and NO WHERE in the contract does it have measurements and no way I should be forced to pay for something that in my opinion has changed the look of my house and what I was told I would be getting a exact match just not double hungAnd that someone would meet with me to measure windows and that never happened which was already noted by window worldSo a very vague contract very bad customer service and communication I have a window that I feel is not what was sold to me and the pictures I forwarded to Revdex.com shows from the street it did change the look of the house
Initial Business Response /* (1000, 5, 2015/06/24) */
Neither Window World nor the manufacturer have been able to identify any leaksBecause Window World strives for complete customer satisfaction, we have upgraded Ms***'s window to triple pane at no cost to herHowever, since the window
does not meet her expectations, we will refund all of Ms***'s money and pick up the window at her convenience
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Window World is WELL aware of the leak and TIM is very much aware, in fact he is the one who ordered the new test to take all the air out of our house and when this was done they DID find a leak in the window where we have been complaining about and yet even since then they have not fixed*** himself said that some houses they need to have a crank out, I find it interesting that the first time they had the "New York" employees out they had three others in the twin cites that were having problemsI should not have to put plastic up on a window since you put it in*** you told me that the next thing was to do a crank out, now why are you going back on your word and why cant you or anyone else in your office give me copies of everytime you have been outAlso Josh from AMI when he was scheduled to come out called min prior to tell me he was in ER could he come later (he was in Burnsville we live in Cn Rapids then he rescheduled and was in the house for literaly min how can you examine a window in that timeAnd when the window was to be installed originally the guys truck broke down and you called min before to say no one else could do another wasted vacation day plus all the times you had to come out I used vacation time because you could not come out after 3pm (this wasnt only ***)*** should not have told me then when I asked what did I want a crank out or my money I said I still want to work with WW and if you can do a crank out and fix, great otherwise I want my money backI feel (and if you look at how many times you have been out you would work with me) *** even had that little device to check for leaks and could see it was leaking again even after the studyAll I have asked for is to fix it obviously it is not our I would not waste anyones time including my ownSimply the Best is your motto, you really should try and keep customers
Final Business Response /* (4000, 9, 2015/07/02) */
Window World and the manufacturer have determined that the window and installation meet industry standardsIn addition the window and install have also passed a third party inspection through the city of Cn Rapids
Window World believes that changing to another window will not resolve the issues with Ms*** and we have elected not to switch to a casement styleWe have agreed to Ms***'s original request of a full refund upon return of the windowArrangements to pick up the window can be done at her convenience
Initial Business Response /* (1000, 5, 2014/11/03) */
Ms***'s job was sold 8/23/and her windows were measured 8/29/Our eta at the time of purchase was 5-weeks not weeksWe circled the on the checklist to let her know we were running long and she initialed itI have a copy if
need be
We apologize that there was difficulty with getting through to usHowever, Ms*** was trying to reach us on Saturday and we are not open Saturdays we just have a call center who books appointments for usHer sales rep did get her message and contacted managers at their homes
Ms*** has been scheduled for her install on 11/13, which puts us out one week longer than the initially eta given to her
Sincerely,
***
Window World Twin Cities
Initial Business Response /* (1000, 5, 2015/12/31) */
***,
We would like to take another opportunity to express our apologies for the extended time period in which it took us to complete your projectsHowever, due to the nature of custom remodeling, we try to prepare our customers for the
rare incidences when unforeseen circumstances occur and so we provided you with our Customer Check List to thoroughly inform you of what our procedures are in advance of your installWhile we try to avoid all unnecessary delays, this check list does explain some of the delays that can occur
In regards to your install, the two issues we encountered were a salesman's math error (he missed a line item) and mismeasured trim work that needed to be reorderedThe windows themselves were not mismeasured, but did require a field supervisor to insure the best possible install for your projects needs - hence the reschedule
The dirt removal you are referencing is from the egress window install in which your contract gives you the option to have us remove the dirtYou requested to remove the dirt yourself
The City Inspector has approved and passed all the workThe windows should give you a lifetime of enjoyment and carry a full limited life time warranty for as long as you own the homeAll components of the windows, including the glass, are covered against any factory defects, wear and tear, and glass breakage
Regarding a discount, you did receive a $discount for the inconvenience of the salesman's math error, $discount off the contract at signing, and an additional discount of $because of the project delaysThe remaining balance is $3,
Mary ***
Owner, President
Window World Twin Cities
Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No!! I'm sorry, We are not excepting their "$300" dollars off for THEIR MANY MISTAKES! For 1.) we were quoted $less but due to the mathematical error it up''d our bill by $plus all the delay, crappy final egress job, our wall is ruined on one side! As far as dirt, WE ASKED IT BE MOVED TO BACKYARD! It was left in a heep and ruined our dirt and rock we had laid which cost us $to place! "$300" discount is off what we owe still, not even a percent of our entire bill! I'd like at least large % off the remainder of $3,000, but We will not pay the 3,,we are very disappointed and upset with overall experience with window world!
Subsequent Business Response /* (4000, 9, 2016/01/15) */
Window World is willing to give a final discount to resolve the issue with the math error and would like to cover the costWe will be subtracting $off for a final balance of $2,
Mary ***
CEO, President
Window World Twin Cities
Final Consumer Response /* (3000, 11, 2016/01/28) */
Per phone with the consumer: "We would settle for half of the balance ($1,500) due to damages that occurred to the exterior of the houseWe had just paid for dirt and rock on the exterior of the house and this was $We have to retape and mud all of the interior of my daughter's room which will be an extra expenseWe had paid for them to move the dirt to the rear of the house, instead, this dirt was left in the middle of the drivewayTim was the only one who was in contact with us although delayedWe will settle for a remaining balance of $1,500."
Final Business Response
Per phone from the business: "Window World has made it's final offer for this customerThe remaining balance of $2,is due on the accountShould this not be received the proper collection procedures will be completed."
Initial Business Response /* (1000, 8, 2014/12/05) */
We apologize for the delay in communications and start of project. Our project manager was on the job site today to assure that our high standards of workmanship were being met. Upon completion of the project, we will meet with the customer and...
Window World has been in contact with our customer about the install concerns since the day after the install. We made arrangements immediately to have the issues resolved and at this time all items have been completed to satisfaction. Due to the nature of construction we advise our homeowners at...
the time of sale that unforeseen circumstance can happen. We provide them with a checklist of items to prepare for the construction process. We typically do not offer additional discounts for inconvenience, delays or reorders. In speaking with the homeowner after all the work was complete, he requested an unreasonable additional discount. While we were not able to accommodate for the amount he requested, we sent him an additional discount for his inconvenience.
We apologize that we have not been able to satisfy the customer. We have returned to the home many times to make requested changes and check that all the windows are locking and operating properly. All the windows and door on the contract have been installed correctly and meet or exceed...
industry standards. Additional work and materials have also been provided without charge to the customer. Each time we complete a requested list of changes, the homeowner contacts us later with additional items. We will reach out to the homeowner again to schedule a mutually agreed upon time for the homeowner to have their concerns resolved.
Dear Mrs. [redacted] I apologize if you feel we have not met your expectations. I do want to respond to a few of your concerns. We have been in contact with you via phone on 2/17, 2/20 and 2/21 as well as email...
follow-ups. On 2/21 we got an email from you requesting that we only communicate with you via email since it was the best way for you. Moving forward we did as you requested. After the initial install of your 11 windows you sent an email regarding your trim where the paint had been removed during the install. It does state on your customer checklist (#7) that it is possible that during this process it may create minor blemishes and you may need to touch-up paint. After emailing back and forth to set up a time to have our service manager take a look at it we sent him out on 3/13, a time when you would be available. Although we do not typically do touch up painting we have agreed to take care of this for you. As far as the glass block, we do try to schedule this during the same time frame as the other windows although weather will delay it. Our glass block specialist has agreed to install it as soon as possible and we have you on the schedule. Mike [redacted]
We apologize that we have not been able to satisfy the customer. We have returned to the home many times to make requested changes and check that all the windows are locking and operating properly. All the windows and door on the contract have been installed correctly and meet or exceed... industry standards. Additional work and materials have also been provided without charge to the customer. Each time we complete a requested list of changes, the homeowner contacts us later with additional items. We will reach out to the homeowner again to schedule a mutually agreed upon time for the homeowner to have their concerns resolved.
Initial Business Response / [redacted] (1000, 8, 2014/12/05) */ We apologize for the delay in communications and start of projectOur project manager was on the job site today to assure that our high standards of workmanship were being metUpon completion of the project, we will meet with the customer and address any remaining areas of concern
Initial Business Response /* (1000, 5, 2016/01/11) */
Per email from the company: "*** originally had a 3-lite double-hung window he wanted replacedAt the time of sale, our consultant priced two options for himThe first option was to replace the window with what he had originallyWe then
priced a less expensive option which was a different styleThis required switching from double-hungs to slider windowsIn the end *** chose to go with the cheaper option saving him nearly $and signed a contract agreeing to this
After the sale, I spoke with *** and made arrangements for our measure technician to come out to his home and measure the window; this was done on 11/5/*** did not show for the appointment and we took the measurements from outsideWe then installed the window on 12/31/and again *** was not present*** did not contact us till after the New Year to let us know there was an issue
*** signed a contract agreeing to receive this new style window and in turn that is what he receivedWe are not able to give a discount since there wasn't an error*** has not paid the final balance, a receipt cannot be sent
Sincerely,
Molly ***
Marketing & Production Assistant
Window World Twin Cities
Windows, Siding & Doors
(XXX)XXX-XXXX Direct
(XXX)XXX-XXXX Phone"
Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */
The estimator never called to schedule the appointment with myself even with that said the window could of been measured from the outside the original small side windows were 3/inches the current ones now measure inches also no where in the contract does it state that window world gets to decide the size of my side windowsContract was to large to scan but I have attached pictures to show this contract
Also there is no cheaper price I was given this one and only option by there sales repHe did give a $discount to sign right than and thereAnd again per there sales rep it was to match original sizes of window inch is not even close to a matchAnd even if was not home you can easily measure the outside of the window
I also attached a before picture from the street and after it is apparent even in the photos its not the same size side windows and how easy it would of been for them to measure the windowAnd the complaint is not that they are sliders the complaint is the size is not the same and feel I should not have to pay for something that does not match original size
Thank you
*** ***
Final Business Response /* (4000, 9, 2016/01/13) */
***,
We called and spoke with you on 11/3/to schedule an appointment for the measureOur technician did measure the window from the outside on 11/5/However, what you are referencing are the sizes of the slider sashesOn the contract you have two options; the first is that the sashes would come standard 1/4, 1/2, 1/of the overall size of the windowThe other option would come 1/3, 1/3, 1/of the overall window sizeMatching the sash size ratio to your old window is not possible as your new window is a different styleThe overall window size however is still the same
Because of this misunderstanding, we would like to discount the final bill by $Once the final payment is made we would be happy to send out an invoice for your tax purposes
Thank you,
Mary ***
CEO, President
Window World Twin Cities
Final Consumer Response /* (3000, 11, 2016/01/15) */
No the $discount is not satisfactory no where on the contract does it state I would not get same size windowsOriginally when the sales rep was out he said they can match the size but it was cheaper to do them in sliding windows not double hung which yes I agreed to but no where in the contract does it state that I would get side windows a different sizeIf this was informed to me I would never of gone with Window World I would of kept getting quotes since my neighbor had his replaced and have smaller side windows in vinyl I know they can be doneAnd as I sent a photograph of the contract it says lite slider series 1/screen one stopno where does it state any other sizing and price was And farther down says large picture window three lite windowagain NO SIZING
And even in the rebuttal the windows were not measured since I wasnt there so window world chose for me what I received and NO WHERE in the contract does it have measurements and no way I should be forced to pay for something that in my opinion has changed the look of my house and what I was told I would be getting a exact match just not double hungAnd that someone would meet with me to measure windows and that never happened which was already noted by window worldSo a very vague contract very bad customer service and communication I have a window that I feel is not what was sold to me and the pictures I forwarded to Revdex.com shows from the street it did change the look of the house
Initial Business Response /* (1000, 5, 2015/06/24) */
n Rapids then he rescheduled and was in the house for literaly min how can you examine a window in that timeAnd when the window was to be installed originally the guys truck broke down and you called min before to say no one else could do another wasted vacation day plus all the times you had to come out I used vacation time because you could not come out after 3pm (this wasnt only ***)*** should not have told me then when I asked what did I want a crank out or my money I said I still want to work with WW and if you can do a crank out and fix, great otherwise I want my money backI feel (and if you look at how many times you have been out you would work with me) *** even had that little device to check for leaks and could see it was leaking again even after the studyAll I have asked for is to fix it obviously it is not our I would not waste anyones time including my ownSimply the Best is your motto, you really should try and keep customers
n Rapids
Neither Window World nor the manufacturer have been able to identify any leaksBecause Window World strives for complete customer satisfaction, we have upgraded Ms***'s window to triple pane at no cost to herHowever, since the window
does not meet her expectations, we will refund all of Ms***'s money and pick up the window at her convenience
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Window World is WELL aware of the leak and TIM is very much aware, in fact he is the one who ordered the new test to take all the air out of our house and when this was done they DID find a leak in the window where we have been complaining about and yet even since then they have not fixed*** himself said that some houses they need to have a crank out, I find it interesting that the first time they had the "New York" employees out they had three others in the twin cites that were having problemsI should not have to put plastic up on a window since you put it in*** you told me that the next thing was to do a crank out, now why are you going back on your word and why cant you or anyone else in your office give me copies of everytime you have been outAlso Josh from AMI when he was scheduled to come out called min prior to tell me he was in ER could he come later (he was in Burnsville we live in C
Final Business Response /* (4000, 9, 2015/07/02) */
Window World and the manufacturer have determined that the window and installation meet industry standardsIn addition the window and install have also passed a third party inspection through the city of C
Window World believes that changing to another window will not resolve the issues with Ms*** and we have elected not to switch to a casement styleWe have agreed to Ms***'s original request of a full refund upon return of the windowArrangements to pick up the window can be done at her convenience
Initial Business Response /* (1000, 5, 2014/11/03) */
Ms***'s job was sold 8/23/and her windows were measured 8/29/Our eta at the time of purchase was 5-weeks not weeksWe circled the on the checklist to let her know we were running long and she initialed itI have a copy if
need be
We apologize that there was difficulty with getting through to usHowever, Ms*** was trying to reach us on Saturday and we are not open Saturdays we just have a call center who books appointments for usHer sales rep did get her message and contacted managers at their homes
Ms*** has been scheduled for her install on 11/13, which puts us out one week longer than the initially eta given to her
Sincerely,
***
Window World Twin Cities
All work has been completed and Window World has offered our final discount
Initial Business Response /* (1000, 5, 2015/12/31) */
***,
We would like to take another opportunity to express our apologies for the extended time period in which it took us to complete your projectsHowever, due to the nature of custom remodeling, we try to prepare our customers for the
rare incidences when unforeseen circumstances occur and so we provided you with our Customer Check List to thoroughly inform you of what our procedures are in advance of your installWhile we try to avoid all unnecessary delays, this check list does explain some of the delays that can occur
In regards to your install, the two issues we encountered were a salesman's math error (he missed a line item) and mismeasured trim work that needed to be reorderedThe windows themselves were not mismeasured, but did require a field supervisor to insure the best possible install for your projects needs - hence the reschedule
The dirt removal you are referencing is from the egress window install in which your contract gives you the option to have us remove the dirtYou requested to remove the dirt yourself
The City Inspector has approved and passed all the workThe windows should give you a lifetime of enjoyment and carry a full limited life time warranty for as long as you own the homeAll components of the windows, including the glass, are covered against any factory defects, wear and tear, and glass breakage
Regarding a discount, you did receive a $discount for the inconvenience of the salesman's math error, $discount off the contract at signing, and an additional discount of $because of the project delaysThe remaining balance is $3,
Mary ***
Owner, President
Window World Twin Cities
Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No!! I'm sorry, We are not excepting their "$300" dollars off for THEIR MANY MISTAKES! For 1.) we were quoted $less but due to the mathematical error it up''d our bill by $plus all the delay, crappy final egress job, our wall is ruined on one side! As far as dirt, WE ASKED IT BE MOVED TO BACKYARD! It was left in a heep and ruined our dirt and rock we had laid which cost us $to place! "$300" discount is off what we owe still, not even a percent of our entire bill! I'd like at least large % off the remainder of $3,000, but We will not pay the 3,,we are very disappointed and upset with overall experience with window world!
Subsequent Business Response /* (4000, 9, 2016/01/15) */
Window World is willing to give a final discount to resolve the issue with the math error and would like to cover the costWe will be subtracting $off for a final balance of $2,
Mary ***
CEO, President
Window World Twin Cities
Final Consumer Response /* (3000, 11, 2016/01/28) */
Per phone with the consumer: "We would settle for half of the balance ($1,500) due to damages that occurred to the exterior of the houseWe had just paid for dirt and rock on the exterior of the house and this was $We have to retape and mud all of the interior of my daughter's room which will be an extra expenseWe had paid for them to move the dirt to the rear of the house, instead, this dirt was left in the middle of the drivewayTim was the only one who was in contact with us although delayedWe will settle for a remaining balance of $1,500."
Final Business Response
Per phone from the business: "Window World has made it's final offer for this customerThe remaining balance of $2,is due on the accountShould this not be received the proper collection procedures will be completed."
I am rejecting this response because:
Initial Business Response /* (1000, 8, 2014/12/05) */
We apologize for the delay in communications and start of project. Our project manager was on the job site today to assure that our high standards of workmanship were being met. Upon completion of the project, we will meet with the customer and...
address any remaining areas of concern.
Window World has been in contact with our customer about the install concerns since the day after the install. We made arrangements immediately to have the issues resolved and at this time all items have been completed to satisfaction. Due to the nature of construction we advise our homeowners at...
the time of sale that unforeseen circumstance can happen. We provide them with a checklist of items to prepare for the construction process. We typically do not offer additional discounts for inconvenience, delays or reorders. In speaking with the homeowner after all the work was complete, he requested an unreasonable additional discount. While we were not able to accommodate for the amount he requested, we sent him an additional discount for his inconvenience.
We apologize that we have not been able to satisfy the customer. We have returned to the home many times to make requested changes and check that all the windows are locking and operating properly. All the windows and door on the contract have been installed correctly and meet or exceed...
industry standards. Additional work and materials have also been provided without charge to the customer. Each time we complete a requested list of changes, the homeowner contacts us later with additional items. We will reach out to the homeowner again to schedule a mutually agreed upon time for the homeowner to have their concerns resolved.
Dear Mrs. [redacted] I apologize if you feel we have not met your expectations. I do want to respond to a few of your concerns. We have been in contact with you via phone on 2/17, 2/20 and 2/21 as well as email...
follow-ups. On 2/21 we got an email from you requesting that we only communicate with you via email since it was the best way for you. Moving forward we did as you requested. After the initial install of your 11 windows you sent an email regarding your trim where the paint had been removed during the install. It does state on your customer checklist (#7) that it is possible that during this process it may create minor blemishes and you may need to touch-up paint. After emailing back and forth to set up a time to have our service manager take a look at it we sent him out on 3/13, a time when you would be available. Although we do not typically do touch up painting we have agreed to take care of this for you. As far as the glass block, we do try to schedule this during the same time frame as the other windows although weather will delay it. Our glass block specialist has agreed to install it as soon as possible and we have you on the schedule. Mike [redacted]