Window World made an offer to resolve this complaint. The details are as follows:Date that proposal was made: 3/19/2015 Value of proposed resolution (USD): Description of proposed resolution: We had no knowledge of an air leak issue as we have not been contacted by the customer and believed that this installation was complete and satisfactory. We will be happy to go out address any remaining issues and will do so at the earliest possible. We do not recommend the customer attempt to do work on the windows or installation for fear of voiding her warranty. In regards to compensation for the installation, her original installation began Thursday 3/5, We send our Installation manager out on Friday 3/6 and although we had to cancel a Sunday appointment, we offered Monday 3/9 but the customer chose Tues, where we dod go and complete the issues reported. We responded to the complaints in a timely manner and will continue to do so.
To whom it may concern,
This is in response to the complaint filed by [redacted], claim # [redacted]. She was in fact scheduled for installation on Thursday 3/5/15 and we received notification from her after her installer had left her home, that there was a problem. We then contacted...
her installer to see if he could return to her home and address the issues that day. We then received an additional call from [redacted] Friday 3/6 and then sent our Installation manager,[redacted] to her home to evaluate the issues and see what needed to be done. He went to her home, Fri 3/5 and scheduled to return to her home on Sunday 3/8 to address the issues. Sunday 3/8/15,[redacted] contacted [redacted] and had to reschedule the service due to unforeseen circumstances and offered to go out on Monday 3/9 or Tuesday 3/10, [redacted] chose Tuesday 3/10. We then sent our installer[redacted] and he completed all installation issues t that time. This complaint has been resolved.
Revdex.com:I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted] The attached file shows a picture of 1 of 3 windows that looked like crap! I was told that's the way it has to be. After complaining ([redacted] - installation manager) came to my house and stated all windows would be removed and replaced. They were not all removed, only the 3 nasty looking ones. There was no installation placed between any of my windows and I have more of a draft now then I did with the old windows. I want some of the installation money refunded and I'll re-install myself! Now I'm being told if I re-install my warranty could be voided. I would rather have properly non air leaking windows than a piece of paper that states I have a warranty. I can not continue to sit at home waiting for 11 windows to be properly installed. I paid in good faith and I've not received the service I should have received. I could have done this job on my own for 1/2 the cost but I'm getting to old for this. Now I have more problems because the stress is effecting my health.
I am responding to a complaint filed from a [redacted] in regards to a property he owns at[redacted]. I was told by my installation manager at the time that we needed to send the installer back to recap (exterior trim) the 2 windows and re-seal them....
I never have and never will, not service our work. If there is something wrong we will fix it. I personally visited the property in question after we had sent the installer back the 2nd time to see what this complaint was about. Upon inspection I saw a couple of things. Pictures attached.
1) The sealant around the windows was sealed and looked good. There is no J-channel installed around the windows for the siding to end into therefor making it very hard to make it look perfect. The old sealant from the old windows is in a lot of cases is impossible to remove without damaging the existing siding. The caulking was not "globbed on" to hide anything.
2) The "Large gaps" in the corners are less then 1/16 of an inch, BUT I agree that they look large and need to be tight. The 2nd time we sent the installer back he misunderstood on having to re-cap the exterior of both windows and did not. He just resealed the windows.
3) I saw no Bare wood nor crooked cutting of the trim work. I am believing that the missed areas of the interior caulking were addressed as I was unable to gain interior access to the property.
[redacted] was not sold a "Bill Of Goods" we are a good company and I'm sorry he feels this way. I would hate to loose [redacted] business over this as we work with multiple people who own multiple properties without any problems at all.
My Desired Settlement: I will be more then happy to send another crew (other then the original) to redo the exterior and be happy to be there personally with them, inviting [redacted] to join us. I can and will arrange this at [redacted] convenience.
Sorry for the delayed response.
[redacted],[redacted] Window World
To whom it may concern,
We have delivered the dresser back to the customer and in regards to the bay unit sill issue, there are spots on the bay unit that were caused from something being dropped on the wood. This issue is the responsibility of the person who did that work,. We have resolved all service issues that are our responsibility.
Sincerely,
Window World
We have received and reviewed [redacted] complaint and found the following.
[redacted] purchased windows on 5/22/14. As with all other orders, it takes approximately 4-6 weeks from date of order to time of installation, with his 6 week mark being 7/3/14. His windows were re-measured...
and ordered in a timely manner and were originally due to arrive in our Pittsburgh warehouse on 6/19/14. Unfortunately our manufacturing plant,[redacted] experienced a power outage and flood which caused a delay in the production not only to [redacted] windows but to many of our customer. We have been working with our manufacturer to assure that all of the product is received as soon as possible and will continue to do so until we are back on schedule. To date. Our store manager, [redacted] spoke with [redacted] today 7/1/14 and explained that his windows are tentatively due on our next truck to be reeved Monday 7/7/14 and we will try to get him scheduled for installation by the end of this month or the beginning of August. At the time of the phone conversation, [redacted] was is agreement.
[redacted]; ref. subject complaint, be advised that we had our service tech out to look at this install...this job was done prior to our owning the Cleveland market.
we found that the windows in question were not installed to our satisifaction..I have arranged for one of our install...
Revdex.com:I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Their were no spots on the window sill before it was stain.I was there when the staining was done I watched them stain it and their were no spots on the wood.I don't accept their answer.Regards,[redacted]
Window World made an offer to resolve this complaint. The details are as follows:Date that proposal was made: 3/19/2015 Value of proposed resolution (USD): Description of proposed resolution: We had no knowledge of an air leak issue as we have not been contacted by the customer and believed that this installation was complete and satisfactory. We will be happy to go out address any remaining issues and will do so at the earliest possible. We do not recommend the customer attempt to do work on the windows or installation for fear of voiding her warranty. In regards to compensation for the installation, her original installation began Thursday 3/5, We send our Installation manager out on Friday 3/6 and although we had to cancel a Sunday appointment, we offered Monday 3/9 but the customer chose Tues, where we dod go and complete the issues reported. We responded to the complaints in a timely manner and will continue to do so.
To whom it may concern,
The window has been picked up and this matter has been resolved.
Window World
To whom it may concern,
This is in response to the complaint filed by [redacted], claim # [redacted]. She was in fact scheduled for installation on Thursday 3/5/15 and we received notification from her after her installer had left her home, that there was a problem. We then contacted...
her installer to see if he could return to her home and address the issues that day. We then received an additional call from [redacted] Friday 3/6 and then sent our Installation manager,[redacted] to her home to evaluate the issues and see what needed to be done. He went to her home, Fri 3/5 and scheduled to return to her home on Sunday 3/8 to address the issues. Sunday 3/8/15,[redacted] contacted [redacted] and had to reschedule the service due to unforeseen circumstances and offered to go out on Monday 3/9 or Tuesday 3/10, [redacted] chose Tuesday 3/10. We then sent our installer[redacted] and he completed all installation issues t that time. This complaint has been resolved.
Julie Staaf
Window World Service Manager
Revdex.com:I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted] The attached file shows a picture of 1 of 3 windows that looked like crap! I was told that's the way it has to be. After complaining ([redacted] - installation manager) came to my house and stated all windows would be removed and replaced. They were not all removed, only the 3 nasty looking ones. There was no installation placed between any of my windows and I have more of a draft now then I did with the old windows. I want some of the installation money refunded and I'll re-install myself! Now I'm being told if I re-install my warranty could be voided. I would rather have properly non air leaking windows than a piece of paper that states I have a warranty. I can not continue to sit at home waiting for 11 windows to be properly installed. I paid in good faith and I've not received the service I should have received. I could have done this job on my own for 1/2 the cost but I'm getting to old for this. Now I have more problems because the stress is effecting my health.
I am responding to a complaint filed from a [redacted] in regards to a property he owns at[redacted]. I was told by my installation manager at the time that we needed to send the installer back to recap (exterior trim) the 2 windows and re-seal them....
I never have and never will, not service our work. If there is something wrong we will fix it. I personally visited the property in question after we had sent the installer back the 2nd time to see what this complaint was about. Upon inspection I saw a couple of things. Pictures attached.
1) The sealant around the windows was sealed and looked good. There is no J-channel installed around the windows for the siding to end into therefor making it very hard to make it look perfect. The old sealant from the old windows is in a lot of cases is impossible to remove without damaging the existing siding. The caulking was not "globbed on" to hide anything.
2) The "Large gaps" in the corners are less then 1/16 of an inch, BUT I agree that they look large and need to be tight. The 2nd time we sent the installer back he misunderstood on having to re-cap the exterior of both windows and did not. He just resealed the windows.
3) I saw no Bare wood nor crooked cutting of the trim work. I am believing that the missed areas of the interior caulking were addressed as I was unable to gain interior access to the property.
[redacted] was not sold a "Bill Of Goods" we are a good company and I'm sorry he feels this way. I would hate to loose [redacted] business over this as we work with multiple people who own multiple properties without any problems at all.
My Desired Settlement: I will be more then happy to send another crew (other then the original) to redo the exterior and be happy to be there personally with them, inviting [redacted] to join us. I can and will arrange this at [redacted] convenience.
Sorry for the delayed response.
[redacted],[redacted] Window World
To whom it may concern,
We have delivered the dresser back to the customer and in regards to the bay unit sill issue, there are spots on the bay unit that were caused from something being dropped on the wood. This issue is the responsibility of the person who did that work,. We have resolved all service issues that are our responsibility.
Sincerely,
Window World
We have received and reviewed [redacted] complaint and found the following.
[redacted] purchased windows on 5/22/14. As with all other orders, it takes approximately 4-6 weeks from date of order to time of installation, with his 6 week mark being 7/3/14. His windows were re-measured...
and ordered in a timely manner and were originally due to arrive in our Pittsburgh warehouse on 6/19/14. Unfortunately our manufacturing plant,[redacted] experienced a power outage and flood which caused a delay in the production not only to [redacted] windows but to many of our customer. We have been working with our manufacturer to assure that all of the product is received as soon as possible and will continue to do so until we are back on schedule. To date. Our store manager, [redacted] spoke with [redacted] today 7/1/14 and explained that his windows are tentatively due on our next truck to be reeved Monday 7/7/14 and we will try to get him scheduled for installation by the end of this month or the beginning of August. At the time of the phone conversation, [redacted] was is agreement.
[redacted]
Window World Service Manager
[redacted]; ref. subject complaint, be advised that we had our service tech out to look at this install...this job was done prior to our owning the Cleveland market.
we found that the windows in question were not installed to our satisifaction..I have arranged for one of our install...
crews to remove and reset necessary
Revdex.com:I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Their were no spots on the window sill before it was stain.I was there when the staining was done I watched them stain it and their were no spots on the wood.I don't accept their answer.Regards,[redacted]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted] and find that this resolution would be...
satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]