Complaint: [redacted] September 18, After reviewing the response from Window World, It’s obvious that the owner fails to understand that the windows should have been measured for a remodeled home/new construction and not a replacement windowThe salesman proceeded to take measurements after I made it clear numerous times that the house was going to be remodeled and gutted outIf the salesman was aware of the house being remodeled, measurements should have been taken at a later timeBeing that I was unaware of the procedures of installing and measuring windows, I let the “window expert” do their jobIt’s obvious that the window frames will be altered if I was clear that the house was being remodeled and gutted outDuring the demolition of the house the windows and frame had all come off as one piece to expose the rough outThe old windows have been at the property because they are still my responsibility to dispose of themWe had offered to put old windows back in to better help them understand where the mistakes had been madeInstead their solution was to fur out windows (costing me money for materials and labor) to remedy the ill fitment of their windowsThe owner has issues with who removed the windows as if he lost out on money because his company didn’t remove themThe entire interior had to be remodeled and removing the windows was part of my contractors work duties After the installation, we wondered why they did not take old windows yet still charged us for disposal and lead containment feeWindow World was oblivious to the fact that they owed me a refund until we contacted ***He simply said since we removed the windows that it was our responsibility to dispose of themWith no follow up or apology we received a check for $and forgot other fees that were owed Window World has yet to take responsibility for their salesman’s mistakeVersus correcting their mistake and ordering the right window for the right installation, I was coerced into spending my time and money to correct his mistake which in turn makes my house look un proportioned and unappealing After all the alterations were made on my end to help his mistake, there was a delay in the payment to refund the materials I had spent There was never a sense of urgency to help me, the customer, get the right size windowThe owner kept wanting to refund or pay me to help me forget that my house still isn’t completed and is being held up by the wrong size windows Since we’ve had this issue I continue to visit the property to ensure that the measurements were not taken properlyI’ve invested time from my busy schedule to try and keep up with this obvious problemI have had several opinions from other “window experts” similar to the ones at Window World, go to the house and help me feel confident in my argument that the job was done improperly and that I shouldn’t have to accommodate the business that is guaranteeing customer satisfactionI have attached some images of the fitment of the window to help give proof why I know it does not fit When I brought up the issues about the oversized gap on the sides of the window with the owner he stated that it was so sheetrock can slide between the window and studAfter educating myself from other installers, I was told that there should be a much smaller gap and the sheetrock should rest against the windowMost of what the owner states as reasons sounds more like excusesI run most of what the owner tells me by other professionals only to find out that his reasons are mostly invalid I feel strongly that I have a legitimate complaint against Window World [redacted] and that this problem is far from being resolved As of September 16, I have received a $check
The contract, the signed completion certificate, and the fact that the customer did not contact us until a month after accepting the finished job are proof that this is an invalid complaintThis customer does not want to take responsibility for their own actions and choose to blame my company when we tried to make the best out of issues they createdI have refunded the money that was owed to the customer as I said I would, there is nothing more owedThe customer and their general contractor are solely to blame for the issues described
We are truly sorry for the delay in getting the customers permit closed with the City of ***We have done everything in our power to get this taken care ofIn July of 2014, we sold Window World of *** to the new owner, *** ***We no longer have access to the City of *** accountIt is
now handled by Mr*** and his staffThey have been given all information needed to take care of this issue and we were assured by his secretary, *** ***, that this was being taken care of by their officeAs recently as last Tuesday, we were assured by Ms*** that this permit would be closed by their officeWe have followed up yet again today to help get this matter resolvedWe have not done business in the city of *** since the transition of ownershipPlease let us know directly if Window World of *** does not take care of this issue for you and we will continue to do anything we can to help.Regards,*** *** & *** ***OwnersWindow World of *** ***Window World Coastal Bend
On May 15, we completed the installation of replacement windows on the customers homeUpon arrival on the job site, it was discovered that the customer's general contractor had removed the frames of the windows in questionThe customer was aware at the time of purchase that the windows to
be installed were custom made windows measured to fit the existing openingsWe do not allow customers to remove their own windows for this and several other reasonsBecause the customer's general contractor modified the openings by removing the original frames, the windows that were custom ordered to fit those openings were now too small
We were faced with needing to re frame these openings to allow the windows to be installed, or, having the customer purchase more windows to fit these newly modified openings ( as we it was not our fault that he had had them modified)My manager at the time, Seth Cohen, visited the job site at that time and came to an agreeable solution to the issueWe charged the customer $labor per opening to re frame four windows using lumber he had on handThe windows were installed and the customer signed the completion certificate (attached) and paid the final balance dueThe customer insisted on keeping the windows he had removed so he did not have to pay the disposal fee on the original contractWe did not need to trim out windows as expected and because the customer had the windows removed prior to our arrival, we also refunded him the $lead containment fee on the original contractThe total refunded to the customer was $Copies of both check stubs are attachedThe last check was written on 9/4/after my meeting with the customer
During this meeting (months after the customer accepted the installation), the customer and his wife refused to acknowledge their responsibility in modifying openings that did not allow our windows to fit properlyIt is my belief that in trying to save money, they decided to have their GC remove the windows so they did not have to pay us to do it as contractedBoth the customer and his wife continually tried to place the blame for the windows not fitting on my salesman because he measured the windows before they remodeledAs I explained to them, many of our customers are doing larger remodels aside from window replacementNever have we arrived at one of these homes to find all window frames removed and the openings vastly different than when we measured the windowsThe window "experts" that the customer has spoken to are referring to new construction installations and clearly understand little about replacement window installation
The customer made a mistake in trying to save money, and it cost us time and him $to correct the issueWe installed the windows, he did not have to spend the $200-$per window to reorder new windows, and the customer signed off on the final resultIt was not until over a month later that the customer started complaining and wanting more money refunded and new windows.
This is not a legitimate complaint and all money owed as refund for work we did not perform has been paidIf the customer has not received the check we sent out on 9/4/2014, we will gladly put a stop payment on the check and send another in the amount of $which is the full and only refund we owe this customer
The windows were delivered in weeks (one week over the stated week lead time)The document signed by the customer clearly states that delivery times are estimated and not guaranteedWe did not create any issues or make any errors on this jobWe made windows work that otherwise would not have due to decisions made by the customer
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]
Complaint: [redacted]
I am rejecting this response because:On Monday, September 24, 2014 11:06 AM, [redacted] wrote:
The owner is acknowledging that there IS a problem with the way my WINDOW WORLD windows fit, even after their fail attempt to fur out the smaller windows there remains a large gab as shown in pictures. However, Window World is still failing to take responsibility for the wrong measurements of the custom windows I purchased . If there was any delay longer than two weeks I cannot take responsibility on how long it takes messages to travel among the Window World staff. I did receive a $62.00 check on June 3 rd. So I did not take months as [redacted] implies. It did take longer for them to respond after that. The issue started when the salesman took wrong measurements after I proceeded to inform him several times that the house was being remodeled. Unless the owner has something to show that my house was not being remodeled, the issue lies primarily with the company and their bad measurements. As I stated before I was not aware how window measurements should be taken for a remodel home vs replacement. After getting schooled on this it was clear that the Salesman had taken improper measurements and that is the reason the windows did not fit. [redacted] is making excuses and not wanting to do what is right. As I had stated before, I was willing to have my contractor re-install the windows so that way they could get the proper measurements but Seth, had denied my attempts to help them. I feel this was a poor attempt to cover-up their mistake. At the time of signing any certificates of completion, I was informed that what I was signing was a "job completion" and "proof of payment". In no way had they gone over their work to prove their quality product and workmanship and see if my satisfaction had been met. You cannot continue to throw out money to cover up bad workmanship and poor customer service. The issue has not been resolved by the company that has yet to own up to their mistakes.
Regards,
[redacted]
Complaint: [redacted]
September 18, 2014 After reviewing the response from Window World, It’s obvious that the owner fails to understand that the windows should have been measured for a remodeled home/new construction and not a replacement window. The salesman proceeded to take measurements after I made it clear numerous times that the house was going to be remodeled and gutted out. If the salesman was aware of the house being remodeled, measurements should have been taken at a later time. Being that I was unaware of the procedures of installing and measuring windows, I let the “window expert” do their job. It’s obvious that the window frames will be altered if I was clear that the house was being remodeled and gutted out. During the demolition of the house the windows and frame had all come off as one piece to expose the rough out. The old windows have been at the property because they are still my responsibility to dispose of them. We had offered to put old windows back in to better help them understand where the mistakes had been made. Instead their solution was to fur out windows (costing me money for materials and labor) to remedy the ill fitment of their windows. The owner has issues with who removed the windows as if he lost out on money because his company didn’t remove them. The entire interior had to be remodeled and removing the windows was part of my contractors work duties.
After the installation, we wondered why they did not take old windows yet still charged us for disposal and lead containment fee. Window World was oblivious to the fact that they owed me a refund until we contacted [redacted]. He simply said since we removed the windows that it was our responsibility to dispose of them. With no follow up or apology we received a check for $62.00 and forgot other fees that were owed.
Window World has yet to take responsibility for their salesman’s mistake. Versus correcting their mistake and ordering the right window for the right installation, I was coerced into spending my time and money to correct his mistake which in turn makes my house look un proportioned and unappealing. After all the alterations were made on my end to help his mistake, there was a delay in the payment to refund the materials I had spent. There was never a sense of urgency to help me, the customer, get the right size window. The owner kept wanting to refund or pay me to help me forget that my house still isn’t completed and is being held up by the wrong size windows.
Since we’ve had this issue I continue to visit the property to ensure that the measurements were not taken properly. I’ve invested time from my busy schedule to try and keep up with this obvious problem. I have had several opinions from other “window experts” similar to the ones at Window World, go to the house and help me feel confident in my argument that the job was done improperly and that I shouldn’t have to accommodate the business that is guaranteeing customer satisfaction. I have attached some images of the fitment of the window to help give proof why I know it does not fit. When I brought up the issues about the oversized gap on the sides of the window with the owner he stated that it was so sheetrock can slide between the window and stud. After educating myself from other installers, I was told that there should be a much smaller gap and the sheetrock should rest against the window. Most of what the owner states as reasons sounds more like excuses. I run most of what the owner tells me by other professionals only to find out that his reasons are mostly invalid.
I feel strongly that I have a legitimate complaint against Window World [redacted] and that this problem is far from being resolved. As of September 16, I have received a $260.00 check.
The contract, the signed completion certificate, and the fact that the customer did not contact us until a month after accepting the finished job are proof that this is an invalid complaint. This customer does not want to take responsibility for their own actions and choose to blame my company when we tried to make the best out of issues they created. I have refunded the money that was owed to the customer as I said I would, there is nothing more owed. The customer and their general contractor are solely to blame for the issues described.
Complaint: [redacted] September 18, After reviewing the response from Window World, It’s obvious that the owner fails to understand that the windows should have been measured for a remodeled home/new construction and not a replacement windowThe salesman proceeded to take measurements after I made it clear numerous times that the house was going to be remodeled and gutted outIf the salesman was aware of the house being remodeled, measurements should have been taken at a later timeBeing that I was unaware of the procedures of installing and measuring windows, I let the “window expert” do their jobIt’s obvious that the window frames will be altered if I was clear that the house was being remodeled and gutted outDuring the demolition of the house the windows and frame had all come off as one piece to expose the rough outThe old windows have been at the property because they are still my responsibility to dispose of themWe had offered to put old windows back in to better help them understand where the mistakes had been madeInstead their solution was to fur out windows (costing me money for materials and labor) to remedy the ill fitment of their windowsThe owner has issues with who removed the windows as if he lost out on money because his company didn’t remove themThe entire interior had to be remodeled and removing the windows was part of my contractors work duties After the installation, we wondered why they did not take old windows yet still charged us for disposal and lead containment feeWindow World was oblivious to the fact that they owed me a refund until we contacted ***He simply said since we removed the windows that it was our responsibility to dispose of themWith no follow up or apology we received a check for $and forgot other fees that were owed Window World has yet to take responsibility for their salesman’s mistakeVersus correcting their mistake and ordering the right window for the right installation, I was coerced into spending my time and money to correct his mistake which in turn makes my house look un proportioned and unappealing After all the alterations were made on my end to help his mistake, there was a delay in the payment to refund the materials I had spent There was never a sense of urgency to help me, the customer, get the right size windowThe owner kept wanting to refund or pay me to help me forget that my house still isn’t completed and is being held up by the wrong size windows Since we’ve had this issue I continue to visit the property to ensure that the measurements were not taken properlyI’ve invested time from my busy schedule to try and keep up with this obvious problemI have had several opinions from other “window experts” similar to the ones at Window World, go to the house and help me feel confident in my argument that the job was done improperly and that I shouldn’t have to accommodate the business that is guaranteeing customer satisfactionI have attached some images of the fitment of the window to help give proof why I know it does not fit When I brought up the issues about the oversized gap on the sides of the window with the owner he stated that it was so sheetrock can slide between the window and studAfter educating myself from other installers, I was told that there should be a much smaller gap and the sheetrock should rest against the windowMost of what the owner states as reasons sounds more like excusesI run most of what the owner tells me by other professionals only to find out that his reasons are mostly invalid I feel strongly that I have a legitimate complaint against Window World [redacted] and that this problem is far from being resolved As of September 16, I have received a $check
The contract, the signed completion certificate, and the fact that the customer did not contact us until a month after accepting the finished job are proof that this is an invalid complaintThis customer does not want to take responsibility for their own actions and choose to blame my company when we tried to make the best out of issues they createdI have refunded the money that was owed to the customer as I said I would, there is nothing more owedThe customer and their general contractor are solely to blame for the issues described
We are truly sorry for the delay in getting the customers permit closed with the City of ***We have done everything in our power to get this taken care ofIn July of 2014, we sold Window World of *** to the new owner, *** ***We no longer have access to the City of *** accountIt is
now handled by Mr*** and his staffThey have been given all information needed to take care of this issue and we were assured by his secretary, *** ***, that this was being taken care of by their officeAs recently as last Tuesday, we were assured by Ms*** that this permit would be closed by their officeWe have followed up yet again today to help get this matter resolvedWe have not done business in the city of *** since the transition of ownershipPlease let us know directly if Window World of *** does not take care of this issue for you and we will continue to do anything we can to help.Regards,*** *** & *** ***OwnersWindow World of *** ***Window World Coastal Bend
On May 15, we completed the installation of replacement windows on the customers homeUpon arrival on the job site, it was discovered that the customer's general contractor had removed the frames of the windows in questionThe customer was aware at the time of purchase that the windows to
be installed were custom made windows measured to fit the existing openingsWe do not allow customers to remove their own windows for this and several other reasonsBecause the customer's general contractor modified the openings by removing the original frames, the windows that were custom ordered to fit those openings were now too small
We were faced with needing to re frame these openings to allow the windows to be installed, or, having the customer purchase more windows to fit these newly modified openings ( as we it was not our fault that he had had them modified)My manager at the time, Seth Cohen, visited the job site at that time and came to an agreeable solution to the issueWe charged the customer $labor per opening to re frame four windows using lumber he had on handThe windows were installed and the customer signed the completion certificate (attached) and paid the final balance dueThe customer insisted on keeping the windows he had removed so he did not have to pay the disposal fee on the original contractWe did not need to trim out windows as expected and because the customer had the windows removed prior to our arrival, we also refunded him the $lead containment fee on the original contractThe total refunded to the customer was $Copies of both check stubs are attachedThe last check was written on 9/4/after my meeting with the customer
During this meeting (months after the customer accepted the installation), the customer and his wife refused to acknowledge their responsibility in modifying openings that did not allow our windows to fit properlyIt is my belief that in trying to save money, they decided to have their GC remove the windows so they did not have to pay us to do it as contractedBoth the customer and his wife continually tried to place the blame for the windows not fitting on my salesman because he measured the windows before they remodeledAs I explained to them, many of our customers are doing larger remodels aside from window replacementNever have we arrived at one of these homes to find all window frames removed and the openings vastly different than when we measured the windowsThe window "experts" that the customer has spoken to are referring to new construction installations and clearly understand little about replacement window installation
The customer made a mistake in trying to save money, and it cost us time and him $to correct the issueWe installed the windows, he did not have to spend the $200-$per window to reorder new windows, and the customer signed off on the final resultIt was not until over a month later that the customer started complaining and wanting more money refunded and new windows.
This is not a legitimate complaint and all money owed as refund for work we did not perform has been paidIf the customer has not received the check we sent out on 9/4/2014, we will gladly put a stop payment on the check and send another in the amount of $which is the full and only refund we owe this customer
The windows were delivered in weeks (one week over the stated week lead time)The document signed by the customer clearly states that delivery times are estimated and not guaranteedWe did not create any issues or make any errors on this jobWe made windows work that otherwise would not have due to decisions made by the customer
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]
Complaint: [redacted]
I am rejecting this response because:On Monday, September 24, 2014 11:06 AM, [redacted] wrote:
The owner is acknowledging that there IS a problem with the way my WINDOW WORLD windows fit, even after their fail attempt to fur out the smaller windows there remains a large gab as shown in pictures. However, Window World is still failing to take responsibility for the wrong measurements of the custom windows I purchased . If there was any delay longer than two weeks I cannot take responsibility on how long it takes messages to travel among the Window World staff. I did receive a $62.00 check on June 3 rd. So I did not take months as [redacted] implies. It did take longer for them to respond after that. The issue started when the salesman took wrong measurements after I proceeded to inform him several times that the house was being remodeled. Unless the owner has something to show that my house was not being remodeled, the issue lies primarily with the company and their bad measurements. As I stated before I was not aware how window measurements should be taken for a remodel home vs replacement. After getting schooled on this it was clear that the Salesman had taken improper measurements and that is the reason the windows did not fit. [redacted] is making excuses and not wanting to do what is right. As I had stated before, I was willing to have my contractor re-install the windows so that way they could get the proper measurements but Seth, had denied my attempts to help them. I feel this was a poor attempt to cover-up their mistake. At the time of signing any certificates of completion, I was informed that what I was signing was a "job completion" and "proof of payment". In no way had they gone over their work to prove their quality product and workmanship and see if my satisfaction had been met. You cannot continue to throw out money to cover up bad workmanship and poor customer service. The issue has not been resolved by the company that has yet to own up to their mistakes.
Regards,
[redacted]
Complaint: [redacted]
September 18, 2014 After reviewing the response from Window World, It’s obvious that the owner fails to understand that the windows should have been measured for a remodeled home/new construction and not a replacement window. The salesman proceeded to take measurements after I made it clear numerous times that the house was going to be remodeled and gutted out. If the salesman was aware of the house being remodeled, measurements should have been taken at a later time. Being that I was unaware of the procedures of installing and measuring windows, I let the “window expert” do their job. It’s obvious that the window frames will be altered if I was clear that the house was being remodeled and gutted out. During the demolition of the house the windows and frame had all come off as one piece to expose the rough out. The old windows have been at the property because they are still my responsibility to dispose of them. We had offered to put old windows back in to better help them understand where the mistakes had been made. Instead their solution was to fur out windows (costing me money for materials and labor) to remedy the ill fitment of their windows. The owner has issues with who removed the windows as if he lost out on money because his company didn’t remove them. The entire interior had to be remodeled and removing the windows was part of my contractors work duties.
After the installation, we wondered why they did not take old windows yet still charged us for disposal and lead containment fee. Window World was oblivious to the fact that they owed me a refund until we contacted [redacted]. He simply said since we removed the windows that it was our responsibility to dispose of them. With no follow up or apology we received a check for $62.00 and forgot other fees that were owed.
Window World has yet to take responsibility for their salesman’s mistake. Versus correcting their mistake and ordering the right window for the right installation, I was coerced into spending my time and money to correct his mistake which in turn makes my house look un proportioned and unappealing. After all the alterations were made on my end to help his mistake, there was a delay in the payment to refund the materials I had spent. There was never a sense of urgency to help me, the customer, get the right size window. The owner kept wanting to refund or pay me to help me forget that my house still isn’t completed and is being held up by the wrong size windows.
Since we’ve had this issue I continue to visit the property to ensure that the measurements were not taken properly. I’ve invested time from my busy schedule to try and keep up with this obvious problem. I have had several opinions from other “window experts” similar to the ones at Window World, go to the house and help me feel confident in my argument that the job was done improperly and that I shouldn’t have to accommodate the business that is guaranteeing customer satisfaction. I have attached some images of the fitment of the window to help give proof why I know it does not fit. When I brought up the issues about the oversized gap on the sides of the window with the owner he stated that it was so sheetrock can slide between the window and stud. After educating myself from other installers, I was told that there should be a much smaller gap and the sheetrock should rest against the window. Most of what the owner states as reasons sounds more like excuses. I run most of what the owner tells me by other professionals only to find out that his reasons are mostly invalid.
I feel strongly that I have a legitimate complaint against Window World [redacted] and that this problem is far from being resolved. As of September 16, I have received a $260.00 check.
The contract, the signed completion certificate, and the fact that the customer did not contact us until a month after accepting the finished job are proof that this is an invalid complaint. This customer does not want to take responsibility for their own actions and choose to blame my company when we tried to make the best out of issues they created. I have refunded the money that was owed to the customer as I said I would, there is nothing more owed. The customer and their general contractor are solely to blame for the issues described.