Window World

[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 ***, and find that this resolution would be satisfactory to me
Window World had called me on 7/and set up an appointment with me to come in on 8/4, yesterday, do get the necessary work done to resolve this complaint However, neither did they come by my house as promised, nor did they call me to inform me about any schedule changes I am confused Please let me know what to do from here
Sincerely,
*** ***

We have received Mr*** complaint from the Revdex.com and have
contacted him directly to resolve the issue.
We apologize for the delay in installing Mr*** sliding glass
door and the one window sash that was cracked on delivery. Immediately after receiving the
complaint on
10/24, our Field Supervisor contacted Mr*** and scheduled a site visit that
afternoon to confirm that all reordered products we correct, so the job could
be fully and correctly completed. After
the site visit, confirming that all reordered materials were correct, we scheduled
with Mr*** to complete the installation on 10/29. The sliding glass door and the replacement
sash were installed to Mr*** satisfaction on 10/29. Mr*** signed a Completion Certificate
acknowledging acceptance of the job and then called our office to pay the final
balance by credit card. We appreciate
the opportunity to complete the installation to Mr*** satisfaction, and
want him to know that he is a valued customer and that we appreciate his
business. We hope Mr*** will give
us an opportunity to serve any future home improvement needs. We trust this resolution is satisfactory to
Mr*** and the Revdex.com

We have received a response from Mr*** by email Mr*** advised that he is currently unavailable, and requested to schedule the completion of the installation on Wednesday 11/ We agreed and have notified Mr*** by email that we have the job scheduled for Wednesday 11/as he requested We are confident that the job will be completed to Mr***'s satsfaction on that date We trust this resolution is satisfactory to Mr*** and the Revdex.com

DO NOT DO BUSINESS WITH THIS COMPANY!! I ordered hurricane windows that were mismeasured by Window World's sales rep When the windows were being installed, they were inches too short in width, on both sides The installer assured me he would make it work After "rigging" the opening with pieces of wood, my hurricane windows were put in After months of me trying to communicate with the owner, about either re-ordering new windows, or reaching a settlement, after months of phone calls not being returned, or emails being answered, I found out that they had placed a lien on my property I have never dealt with such unscrupulous business practices, and would NEVER recommend this company to anyone!!

Roman">We
have received *** *** complaint from the Revdex.com and have contacted him
directly to resolve. We apologize to Mr
Ferguson for the issues on his installation and for our poor response to his
calls. Our Production Manager has spoken
to *** *** today and scheduled to make the required repairs on Wednesday
1/21. We are confident that we will be
able to correct all issues to *** *** satisfaction at that time. We appreciate the opportunity *** ***
has afforded us to rectify the issues. We
want *** *** to know that he is a valued customer and that we appreciate
his business. We trust this resolution
is satisfactory to *** *** and the Revdex.com

We received the Hartman’s complaint from the Revdex.com and have contacted
them directly to resolve the issue. We apologize
for the delays in installing the replacement door required to meet windstorm
requirements. As of 7/8, we have
confirmed receipt of all parts required to install
the door and have scheduled
with the *** to complete the job on Thursday, 7/10. Our Field Supervisor will be onsite to assure
proper and final completion of the door installation. We hope the *** will accept our sincere
apology for our delays and errors in completing the installation in a timely
manner. We want the Hartman’s to know
that we value them as customers and appreciate their business. We appreciate the opportunity to complete the
door installation to the Hartman’s satisfaction and hope they will allow us the
opportunity to serve any future home improvement needs

We received Mrs***’ rebuttal of 8/5. We contacted Mrs*** immediately and apologized
that the work was not completed on 8/as scheduled. We re-scheduled with Mrs*** for the work
to be completed on 8/6, first stop. Our
installer arrived on 8/and installed the final window, adjusted the lock, and
re-rolled the screen. We also retrieved the
serial number to re-order the glass for the window with black spots, as
previously agreed. Mrs*** informed
our installer on-site that she was satisfied that all work was completed. Our Field supervisor then called Mrs***
to follow up and confirm that she was satisfied. Mrs*** advised that she was
satisfied. We have re-ordered the glass
for the window with black spots and expect to receive it no later than 8/22. Once we have confirmed that the glass has
been received in good condition, we will schedule with Mrs*** to replace
the glass at her earliest convenience. Again,
we apologize to Mrs*** for the delay in completing her job. We trust this resolution is satisfactory to
Mrs*** and the Revdex.com

We have received the *** rebuttal to our
response. We acknowledge that the
oversight of the original inspection failure was ours and we apologize to the *** for that oversight and the delay in resolving the issue. As stated in our original response, we have
been working with the *** and the engineering company toward resolution,
since the issue was discovered. The
windows were relabeled and re-set to the inspector’s satisfaction on 10/and
final exterior trim was completed on 10/17.
The inspection has been completed and passed by the inspector. The inspection was passed on to the engineer
for approval, and has been approved and stamped. The signed and stamped WPI-and WPI-have
been submitted to TDI for approval and issuance of the WPI-Certificate of
Compliance. We have forwarded a copy of
the WPI-and WPI-to the *** to forward to their insurance company
The final
installation of the windows, to satisfy the inspector, created an issue with the *** newly purchased blinds and window treatments. We agreed to replace the window treatments at
our expense and have sent a check via FedEx to the ***’s, to resolve that
issue. Additionally, the installation
created an issue with the bathroom window treatments and we have agreed to
provide rainglass sashes for that window, at our expense, to resolve that
issue. The sashes will be delivered as soon as we receive
them from our manufacturer. The ***’s
have advised us that this will satisfy their complaint
Again, we acknowledge our error and apologize to the ***’s
for the inconvenience it caused. We
appreciate the opportunity to resolve the issue. We want the ***’s to know that we stand
ready to serve any need that may arise in the future. We trust this resolution is satisfactory to
the ***’s and the Revdex.com

It was resolved before I received the first letterHe was upset it took so long for parts on a discontinued window he bought in 2008Thanks***

Roman">We have
received ***’s complaint from the Revdex.com and have contacted her directly
to resolve. We apologize for the delay
in completing her job and for our poor communication with *** in
resolving the issue. As *** stated
in her complaint, one window was discovered to be damaged at the time of the
initial installation, and we did have to re-order that window from the
manufacturer and wait for the window to be manufactured and delivered. We received to reordered window and called
*** on ***, the day after her complaint to the Revdex.com, to schedule the
installation immediately, at ***’s earliest convenience. *** scheduled with us to complete
the installation on the following day, ***.
The window was installed and the job completed to ***’s
satisfaction on ***. ***
signed a Completion Certificate and paid her balance due, in full, at that
time. ***’s account is paid in
full and in good standing, with all warranties in full effect. We appreciate the opportunity ***
provided for us to complete the installation and resolve the issue. We want *** to know that she is a
valued customer and that we appreciate her business. We trust this resolution is satisfactory to
*** and the Revdex.com

[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 ***, and find that this resolution would be satisfactory to me
Sent: Wednesday, February 04, 1:PM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint #*** Good afternoon, Window World and I came to an agreement on my situation with them. The service has been completed at my home at *** *** *** *** Thanks in advance*** *** *** Complaint Number ***

After looking over the quote for Mr.*** Window World had offered him prices for his projectOur salesman had gone over the different glass packages available and the different pricing associated with eachWe also explained that the type of installation that is required for the construction of
his home (mobile home) is much more involved than a installationOn this type of specific installation the siding has to be removed or cut back, framing needs adjusted / redone, new j channel needs installed on exterior, flange tape installed over window flange, exterior trim coil needs installed and everything is done to ensure that there is a very tight seal on the windowThis is all done to ensure the window does not leakUnfortunately we cannot compromise on doing the installation correctly and as it takes a considerable amount of time more than a installation would take, there is an additional chargeOur pricing in our ads states to "ask for details" if a customer has a question on this we are more than happy to explain over the phone the process and charges or, as in Mr***'s case, to come to his home and explain the processOur pricing is itemized and up front to show the customer what they are receiving and make sure we are taking care of the customer and doing what they wantThe vast majority of our customers love our up front approach and also our sales approach of making sure everything is known as much as possible before the job starts and there are no "surprises" during the jobWe thank Mr*** for his input and will do everything we can to make sure we are communicating as clearly as possible with our customers in the future.Thank You, Matt G***Window World of Dubois

Revdex.com:
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 below.
     The advertisement published by Window World is completely misleading.  No where in their advertisement do they state that their advertised prices do not include mobile homes.  The installation that they have described would be the same method used in installing replacement windows in any type dwelling.  It appears that their ads are designed to deliberately mislead the public so that they can get a salesman to give you a one on one sales pitch.     This company needs to immediate cease advertising items that they can not deliver at the price they state.  They should also have to honor the advertised prices to individuals who have been misled by their advertising.
Regards,
[redacted]

The window was finally fixed.I was upset because:1. For many weeks none of my calls were being returned. I finally had to go to their shop...

when they opened.2. When they came to replace the window under warranty they had ordered and delivered the wrong part necessitating reorder and more wait time.3. And now I find that they say that the windows I purchased with lifetime transferable warranties are now discontinued.
Regards,
[redacted]

Initial Business Response /* (1000, 12, 2015/08/19) */
This issue has been resolved with the consumer.

Initial Business Response /* (1000, 5, 2015/07/01) */
Window World has redone all window openings in all new wood and new casing. Replacing the old jambs and casing. Window World paid to have new wood stained and all drywall and paint to be done.
The installation of the windows as the job was...

sold is not possible to complete without damage to existing wood. The job was sold to use existing interior trim. Since it was sold this way Window World did all replacement of new wood at no additional charge. It is regretful that this had to occur and I apologize.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, the people who were sent in to do the repairs only messed things up even more. They put the frames up and stained them before repairing any of the drywall and none of then corners matched up. They then hired an outside contractor to repair their repairs and he was not prepared for the damage that was done to our home. They are still working on the repairs and thank God actually know what they are doing. Secondly, one of the two windows we were waiting to be replaced because the numbers were transposed when it was ordered, was finally installed yesterday, over 2 weeks after they said it would be. On top of these 2 coming out, both the contractor and us were told that the contractor would be doing the installs of the 2 remaining windows, and only found out they were sending their own guys out 15 minutes before they arrived. When the installers left, they damaged the wall inside of the house, damaged all the siding around the outside of the window, left trash all over our yard, and trampled our cactus garden. After signing the form they handed me, which I probably should not have signed, I read my copy asking to rate what was done. All the installer wanted was a signature and went over nothing on the form. You could tell they just wanted out as soon as possible, probably before we could see the mess they left. Third, the large window over our front door that they dropped and shattered last week, still has not been replaced. Just a large piece of plywood. Also, when doing the painting to fix their mess, they hired our own painters as we were told they didn't have anybody to do it in house. Its now been 4 weeks and we are still waiting for our house to be back in order. I have not had an office to work out of for the past 4 weeks as I work out of our home and after 2 weeks we finally got our laundry room back. Again, not one word from the owner himself. This is the worse company we have ever had the misfortune of working with. Obviously, the owner just doesn't care about customer service. We were told that we are not the only people having to go through this mess. As for the owner stating that the damage to the wood outside couldn't be helped due to the age of the house, a couple years ago we had the entire back of the house installed with new windows, and the same amount of windows in the back as there are in the front of the house, was completed in 2 1/2 days and no damage what so ever was done to our house. Looks like you get what you pay for and they cannot hire competent installers to do the job. 4 weeks!!!
Final Consumer Response /* (4200, 15, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
He still owes us the $4,000.00 promised us for having to miss our already paid for vacation, plus an additional $3,600.00 plus for having to replace all of the blinds that no longer fit after the "repairs". When we had 16 windows replaced by a different company there were absolutely no problems, and our original blinds fit perfectly. Funny how when [redacted], the owner, was looking at the windows replaced by the other company, he made the comment, while I was standing there, what a nice job the other company made replacing the windows.
Final Business Response /* (4000, 20, 2015/09/21) */
All Work completed.
Customer has outstanding balance.

We have received the [redacted] complaint from the Revdex.com and have contacted them directly to resolve the issue.  We contacted the engineering company who originally inspected the job to determine the reason for the inspection failure.  We were advised that the windows need to be re-set...

further into the framing.  We scheduled with the [redacted] to rest the windows with the inspector onsite to assure they were installed to windstorm requirements.  During that process, the inspector advised that the Design Pressure of the windows needed to be confirmed before the windows would pass inspection.  The re-set of the windows was delayed until the Design Pressure could be confirmed.  We have since confirmed the Design Pressure on the windows with the manufacturer.  We have advised the [redacted] that we will schedule to re-set the windows and have the windows properly labeled by a manufacturers representative to verify Design Pressure as required by the inspector to pass windstorm inspection.  We will continue to work with the [redacted] to resolve the issue until the inspection is approved.  We want the [redacted] to know that they are valued customers and we appreciate their business.  We trust this resolution is satisfactory with the [redacted] and the Revdex.com.

We have received [redacted]’s complaint to the Revdex.com and have
called her directly to resolve.  We apologize
for the delay in installing [redacted]’s last window.  We spoke to [redacted] on [redacted] and advised
her that the window will have to be reordered, as we cannot locate...

the window
in our warehouse.  We contacted our
manufacturer and have confirmed that the window will be received in our [redacted]
warehouse by [redacted].  We have advised Mrs.
Oliver that as soon as the window arrives on [redacted], we will install at her
earliest convenience.  [redacted] has
advised this will resolve her complaint. 
We want [redacted] to know that she is a valued customer and we
appreciate her business.  We trust this
resolution is satisfactory to [redacted] and the Revdex.com.

We received [redacted]’s complaint from the Revdex.com and have
contacted her directly to resolve the issue. 
We apologize for the delay in servicing [redacted]’s screen and for our
poor communication with her in scheduling the repair.  On [redacted], the date [redacted] filed...

the
complaint, our Service Technician was at [redacted]’s home later that day to
repair the screen.  We were unable to
repair the screen that day, as the screen frame was bent beyond repair.  Our Service Technician informed [redacted]
and advised her that we would have to reorder the entire screen.   Our Customer service Manager spoke with [redacted] later that day and advised that the screen had been reordered from our
manufacturer, and that we would call to schedule a Service appointment as soon
as the screen arrived.  We spoke with
[redacted] again today, [redacted] and advised her that the screen is scheduled to
arrive at our warehouse early next week. 
[redacted] advised that she would prefer to wait until the screen is
received before scheduling a Service appointment.  We will notify [redacted] as soon as the
screen is received and schedule installation at her earliest convenience.  Again, we apologize to [redacted] for the
delay in servicing her screen.  We want
[redacted] to know that she is a valued customer and that we appreciate her
business.  We trust this resolution is
acceptable to [redacted] and the Revdex.com.

Needed replacement outside doors and frames. Sales agent was prompt and explained pricing, warranty and installation. Only four weeks wait - call to schedule installation. [redacted] and his helper were on time, courteous and efficient. Arrived at 9:00, left at 5:00 after thorough cleanup. Highly recommended.