Window World

We have received **. [redacted]’s complaint from the Revdex.com and
have contacted him directly to resolve. 
We apologize to **. [redacted] for the delay in responding to his complaint.  Our Production Manager has spoken to **.
[redacted] and will serve as the contact until the issue is resolved. ...

**. [redacted] has agreed to contact a local tub
repair company and get an assessment of the damages and quotes for repair, at
his convenience.  We have advised **.
[redacted] that we will be responsible to return the tub to usable condition.  We will continue to work with **. [redacted] to
resolve the issue to his satisfaction. 
We want **. [redacted] to know that he is a valued customer and that we appreciate
his business.  We trust this resolution
is satisfactory to **. [redacted] and the Revdex.com.

Window World has received Mrs. [redacted] complaint with the Revdex.com. Robert [redacted] our Operations Manager has been in touch with Mrs. [redacted] and has agreed to refund her deposit. We apolgize for any inconvenience we may have caused.

We have received Mrs. [redacted] rebuttal to our
response.  Our Operations Manger
contacted Mrs. [redacted] directly on 11/24 and 11/25 to resolve the outstanding
issue of accommodation per our original response.  We have agreed with Mrs. [redacted] on resolution
and Mrs. [redacted] has paid all remaining balance due.  Mrs. [redacted]’s account is now Paid in Full and
Closed in Good Standing with all warranties in full effect.   We
appreciate the opportunity to complete the job to Mrs. [redacted]’s
satisfaction.  Mrs. [redacted] has advised us
that she considers the complaint resolved.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  
The company sent someone out Thursday to replace the door. With the proper door, parts and the expertise of the men there, they were able to complete the job to our satisfaction.  Finally, after 7 months! I am just sorry the complaint had to be taken to the lengths that it had to be taken to get this completed. We would like to thank [redacted] from the Houston office for getting the ball rolling and [redacted] the field manager for having it come together. The men that came were precise, neat, and professional with their work. Not leaving until every detail was done.  Thank you.

We received [redacted]s' rebuttal response from the Revdex.com. I have been in touch with [redacted], after further investigation into his complaint, Window World has credit [redacted]s' account to reflect a zero balance. I apologize to [redacted] for the confusion and appreciate his assistance in clearing this matter up. I am sure this resolution will be satisfactory to [redacted] and the Revdex.com.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Sent: Monday, August 03, 2015 8:08 AM To: drteam <[email protected]> Subject: Complaint against Window World     We had to find a contractor to look at how our windows were installed which we did on Friday.  Basically, there are two types of window installations - into brick and into wood.  Half of our house is brick and half is wood.  Window World installed our windows the same way for both types which has caused leakage problems around the windows in the wood.   When the Window World representative came to our house to investigate the problem, my husband had told him to bring a ladder because the problem was on the second floor.  He ignored my husband's suggestion and stood on our window sill to look at the outside of the window at the problem  He pulled the window sill away from the wall, so now we have another problem.    Please let me know if I need to submit another complaint.   [redacted]

We have received [redacted] complaint from the
Revdex.com.  We sincerely apologize for the
delay in procuring all of the windows to complete [redacted]
installation.  We regret that all windows
were not received as expected from the manufacturer, and that we did not
communicate...

that fact promptly to [redacted].  We understand and respect the dilemma and
inconvenience [redacted] has described relative to preparing her home for
the installation that was twice delayed. 
We are willing to take responsibility for any reasonable cost of preparations
that [redacted] has paid to prepare her home for the installation that was
delayed.  In addition, we will agree to
make any preparations/restorations required to facilitate the installation, anytime,
at [redacted] earliest convenience. 
We regret we cannot accept [redacted] request to cancel the
contract and refund her deposit.  We have
costs that cannot be recovered, involved in ordering the custom windows manufactured
for [redacted] home.  The windows
cannot be returned for credit or utilized on another job.   We are
also willing to offer [redacted] an accommodation for the inconvenience
she has endured.  We respectfully request
that [redacted] allow us to complete our contract by installing the
windows.  We are willing to discuss with
[redacted] how we may facilitate the installation and complete our
contract with her.  We want [redacted] to know that we are willing to work with her in any way to
accomplish the installation of the windows and completion of the contract.  We will continue to attempt to contact [redacted] to resolve the issue and look forward to hearing from [redacted] soon.

I have been ordering windows from Window World of Pensacola for years, I am finally finishing the completion of all the old 1976 style windows in our home. They are the best windows....The 4000 Series is Double Pane Windows, Clear and cleans easy, opens from top or bottom, the screen can slide up or down, has 4 locks, the windows fold in and can be cleaned easily and are not heavy to do. World of difference from hearing jets fly by and neighbors screaming at each other, and yes they do save money on our electricity bill, I so far have no complaints whatsoever. [redacted] the manager is where he should be, he started as a salesperson and he was outstanding and still is! And [redacted] is following [redacted]'s footsteps and is kind, professional and respectfully smart.... And for the installer, he will literally do the best job at installing the new windows, he actually seems to know what he is doing and very courteous. I highly recommend them for Windows... If only one to start out and test how excellent they are is fine, I am thinking hard on having them put in a new front entry door too real soon!
Windows are worth every penny.
So far I have installed 9 windows from them, 1 more to go besides not needed ones.... such as unfinished garage.

Review: We contracted replacement windows back in October of 2014. We were told we'd have them in late Jan. After not hearing much, I finally managed to get them installed at the end of Mar. (after MANY phone calls!) It took 5 days to complete the project (6 windows) because they didn't bring the proper tools. Less than 2 weeks after installation, the first time I opened the window on the main floor of the house, my son leaned over a little to look at the back yard and the screen came flying out due to a faulty spring. The very reason we bought new windows is so that they would be safer for our kids, but he nearly fell 2 stories! I called and someone came out the same day to take back the broken screen (which also now had holes in it from landing in a tree). I was promised a new screen in one week or two at most. That was over a month ago. No communication at all as to the status of my screen! It's hot, and that window is the only means of circulation on the main floor of our non-airconditioned house, only we can't open it because it is unsafe for the children (and the one time we tried to after the kids had gone to bed, our house got inundated with bugs!) I am DONE messing around. I NEED that screen that we ordered and paid for more than 7 months ago! When I call, I just get bounced from department to department. Completely unacceptable...Desired Settlement: Same-day replacement (you've had an entire month to have a new one made, for goodness's sake!) and compensation.

Business

Response:

The screen was returned to the customer on May 28th. This matter has been resolved.

Review: Problem started Dec. 2014. Installed door we didn't want. Damaged furniture and didn't repair. Failed to fix broken window. Didn't finish downspout. Different people came and told us we would be taken care of but nothing has changed.Desired Settlement: I would like to talk to[redacted]. Have there issues corrected.

Business

Response:

All issues in this complaint have been resolved.

Window World

Consumer

Response:

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 dresser has not come back to us yet. And the window sill problem hasn't been resolved as of now.

Business

Response:

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

Consumer

Response:

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]

Review: garden window installed along with 10 other windows in jan. 2014. garden window was to be 17 inches deep/ was in actuallity 24 inches deep. 1 week after installation ice formed all along bottom edge of window "seat" area, along with buckleing of the seat. window world sent a repair man to install a addtional foam board under seat area on outside. with ice still forming on inside, I called again, spoke to general manager, very nice man, saying he will talk to the owner for a resolve. Owner called me from florida, telling me he will not replace window with the same window because it is said that my first complaint said I didnt like the window, and that he has lost money on the job, due to repairs. he then told me he would hate to PULL my warranty due to continued costs of repair. he said he will replace the window with a standard $400. window, with no refund on the $2200. window, when I said I would agree because I have allergies and am now concerned there may be mold in the window "seat" area. But have not had a reply in several weeks. My husband called this past fri, speaking to the manager, he said someone would call me on monday(yesterday), still no call to resolveDesired Settlement: replacement and possible credit

Business

Response:

Good afternoon Debbie,

We have received the replacement window and contacted the customer to schedule the final install. Our Installation department spoke with [redacted] 4/30/14 and scheduled the installation for Thursday May 8, 2014.

Consumer

Response:

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,

Review: We met with a rep from company early August who told us we could expect windows late October. Measurements were taken about 3 weeks later. We never heard from anyone until we called mid October. We were told the rep should have never told us October because they were backed up due to so much business. We were advised it would be more like the end of November, but they would call us ahead of time. By mid December we still heard from nobody. We had to call and find out what was the problem. We were told they did not have enough installers for the work and a few people had quit. Told them this is not acceptable and what would they do to correct the situation. We requested a discount considering service thus far was very bad. They completely ignored the request continuing to give excuses as to why the work was still not done. One of the excuses was the crew originally assigned to our job had quit and somehow we must have gotten overlooked for someone to come out. We were told they would look into it and call us back. They called the next day saying a crew would be here the last 2 days of December. We agreed and someone called the night before. I took the day off work only to be called that morning and told we do not have anybody to come today saying the truck broke down. At that point I gave them a piece of my mind and said we do not want the windows. He made excuses saying no we promise there will be somebody there tomorrow. Again I asked how will this be corrected seeing as how I just lost a day of work for no reason. I told them I want compensated or a discount for the continued inconvenience. Yet again, no acknowledgement or even discussion. He just talked around it. The work is to be done tomorrow...maybe!!!Desired Settlement: I want a discount applied to the total price. For what we are paying and the service received thus far, we deserve it.

Business

Response:

Windows have been installed on 12-31-2014. Customer has signed completion certificate. Customer found that 1 screen had a tear in it after installers had left. We will fix all screens that have gotten torn for any reason for the life of the windows. The offer to do this extends to a customer bringing us the screen and there will be no charge for the repair. In this case we will send out our service tech to the home to replace the torn screen and is scheduled for 1-2-2014 at about 5:00 pm. I am sorry that the windows took a while longer to install than the customer and our company would have liked but we are committed to quality work. We don't hire just anyone to install our products to have problems down the road. We are here for our customers now and in the future for anything they need. I will be sending customer $[redacted] and my apologies for the delays and unfortunate position we both were put in for the installers vehicle issues.

Review: Problem started Dec. 2014. Installed door we didn't want. Damaged furniture and didn't repair. Failed to fix broken window. Didn't finish downspout. Different people came and told us we would be taken care of but nothing has changed.Desired Settlement: I would like to talk to[redacted]. Have there issues corrected.

Business

Response:

All issues in this complaint have been resolved.

Window World

Consumer

Response:

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 dresser has not come back to us yet. And the window sill problem hasn't been resolved as of now.

Business

Response:

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

Consumer

Response:

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]

Review: We purchased 5 new windows on 8/19/2011 that were installed by Window World. Upon the first heavy rain water was pouring into the master bedroom. My wife and I don't live in the property so our tenants called us immediately. We called Window World to come out and repair - they did what they said were repairs but the windows still leaked on the next heavy rain (not quite as bad).After several service calls and visits we were basically brushed off and told it was most likely a result of caulking around the dryer vent (10+ feet above the windows) or some other cause. The fact is, the condo was built in 1994 and the windows never leaked once - we replaced in 2011 and they immediately leaked, not just leaked, but had water literally pouring down our walls. After Window World burshed us off repeatedly, we had the HOA re-caulk the windows and also the dryer vent and other areas. The leaking seemed to have stopped for the most part - however it must have still been leaking slowly because we got some photos and a call from our tenants in September 2014 and there are severe water marks and cracks in the wall around the bottom of the windows. Finally I had enough and mailed a letter and photograph of the damage/windows to Window World corporate headquarters. I got a call back from a [redacted] of Window World Garfield Heights on 9/15/14. I have since called Mr. [redacted] back 4 times, leaving voice messages as well as messages with the office admin, and have not been called back yet 4 days later. We would like to resolve this matter without taking legal action, but it is becoming less and less likely that will be possible, based on the level of response we have had from Window World over the last 3 years.Desired Settlement: Replace 2 defective windows, install correctly, and repair all interior wall damage as well as paint to match.

Business

Response:

[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

Review: In October of 2014 I ordered 3 windows to be installed on December 10, 2014. The contractors showed to my house, said we have good news and bad news. Of course, bad news, your dining room window is shattered, but we can install it and then replace the window pane in a couple of days. I agreed, my salesman said I would have this completed before Christmas. They measured the window that was shattered, as they were going to install it, but now, they can't. Because it was measured wrong. I spoke with Manager [redacted] at the [redacted] Store, said this was a huge inconvience because now I cant have the window before holiday guest arrive and I have to look at this unsightly window that had condensation and stains between the panes. Of course he apologized, I said, I had to loose a day of work to be home for the install, because initially, the scheduler told me they are behind, and I would have to accept Dec. 10th if I wanted window before Christmas. Now, a new window had to be made, another schedule day to wait around for the install and another day of work lost for me. I called [redacted], and left a message on his voicemail, that I should be at least given a discount on the window in the dining room for the big inconvience and per the contract I signed, I feel that Window World DID NOT hold up to it's end of the bargin due to their mismeasurement of the window and having to wait an additional month for the install.Desired Settlement: I think that a fair and equitable price adjustment to my account is warranted in my case. My invoice number is [redacted]

Business

Response:

The job has been completed on 1/14/15. Customer signed our completion form and we gave $[redacted] for their inconvenience. Sorry [redacted] for the delays and we appreciate your business.

Review: The purchase was made in August 2013 for all of the windows in our home to be replaced as well as the front entry door and the back entry door. The windows went in with no problems. The doors took over a year to be installed. The back entry door that was installed was not the correct product and the way that the frame was done looked as if it was a DIY project and not a professional installation. They did come and take out the incorrect product there and put a temporary door in place while they ordered the correct product. When this door finally came in, it was installed in the fall of 2014 when the weather had really gotten cold. About two months ago, I had called to let them know that the door would not open. A gentlemen came out a few days later and said he temporarily fixed it so that the door could be opened and closed and that someone would be back to repair the problem. Nobody returned and as of 1/11/15, the door will not open again. I called the company again today and was given a voicemail for Julie who is not in the office today.Desired Settlement: I would like either a refund for the back entry door so that I can call another contractor or for the product to be properly repaired and installed by the company that I paid for the product.

Business

Response:

To Whom it may concern,

The following are the service notes regarding the issues at the home of [redacted]

~ Rcvd call from [redacted] ([redacted]) 11/19 2:06 p -she stated that this morning she could not get out of the garage side door due to the exterior trim shifting and now blocking the door. I Set for [redacted] to go look Fri 11/21 9-10 am.

~ [redacted] out 11/21: Found that the concrete heaved up and pushed trim (this had happened before) - [redacted] will review with [redacted] to see what we could recommend to the customer to be done to fix this, given it is not a problem with the door or installation.

~ Rcvd Vm from [redacted] on behalf of [redacted] 1/13/15 (Lm on Vm 113, Mon 1/12 9:36am. I was off sick) - she was very upset about her garage door - stated that someone was out and did a temp fix but did not come back. She wants it fixed or her money back and will be contacting Revdex.com. ~ I returned [redacted] call and lm on VM 1/13, 9:37am - offered appt Thurs 1/15 to have [redacted] go back out. ~ [redacted] rtd my call 1/13 10:45 am -1/15 was not good for her. She asked for Fri 1/23 9-10 - so that [redacted] will be there. Scheduled for 9-10 am w/ [redacted].

After [redacted] is able to review all aspects of the installation and issue with the concrete I will be happy to follow up with you. If you have any further questions, please fell free to contact me @ 330-726-0200.

Thank you

Service Manager

Review: I had 18 windows as well as new siding installed by WW. I contracted for the work on 11/4/2014 and was told 6-8 weeks for install. The install wasn't scheduled until 2/20/** and then later re-scheduled until 3/13/2015 over 4 month later. The window installers complained about the salesman and the siding installers. The siding installers were not even scheduled to come?? I have to call and make separate arrangements for that and take more time off of work. When the windows were installed, they installers broke the glass in one of their own windows and the glass still remains on my front porch over 3 months later. Naturally that window needed replaced along with a bathroom window that incorrectly had obscured glass on the upper sash. The siding installers left ALL their leftovers behind and LOTS of debris in my yard. I contacted Anthony who was in charge in installations. He was out sick but when he eventually contacted me, he arranged for the 2 windows to be replaced and for the siding materials to be removed. This did happen within a few weeks. However, he replaced the bathroom window with the wrong glass and also replaced another bathroom window with obscure glass that should have been clear. We also identified several windows that do not open properly, some where the upper sash slides down on its own, and some that are sliders on their sides with the handle installed on the wrong side. Oh, and the glass STILL remains on my porch! Additionally 3 pieces of siding are hanging down, loose from their connections. Looks like a mess! We paid over $**K for this project and it looks like my little brother installed it. I have left messages and texts with Anthony, to no avail. I called and spoke with the manager of the store, who was in his car at the time and said couldn't help me. So I called him back and left a detailed voice message. It's been 3 weeks since that message and no replies. I sent faxes. I even called my original sales man who surely earned a commission. No responses. Contacting the Revdex.com is my only option at this point.Desired Settlement: I want the bathroom windows replaced with clear glass in the upper sash. I want ALL windows that are not in working order replaced. I want the siding re-attached properly. I want the glass removed from my front porch. I want compensated for the extra time I have had to and will continue to miss work so that WW can make these corrections.

Business

Response:

[redacted] has been in contact with our Service Manager, from our Youngstown office. We currently have the replacement parts on order and will be addressing all service issues when they arrive at our warehouse. We hope to have all aspects of service completed by the end of the month. We will be in contact with[redacted] and keep her updated.

Review: I had hired Window World back on 8/18/2014 to install a sliding glass door for my condo. It took multiple trips for them just to get out to my place as each time they came they were under staffed or didn't have the right equipment to perform the install. On two occasions they just never showed up after I took off from work to be at my condo for their required 3 hour window.Finally the sliding door was installed however the door didn't function properly. The door wouldn't close 100% of the way. My sliding door was made up of 3 large window panels. The middle panel was the door and the two others were just window panels. The right panel was defective and had a bow in the glass which wouldn't allow the door to close all the way. I was told by Window World to go through their service department and they would then take over this issue to get the problem resolved. From the time of the sliding door install to today (5/3/15) there have been numerous cancellations and delays. The latest cancellation took place on 5/2 in which they never showed up, again. From the start of this process with Window World this was their 4th no show without even a phone call.Desired Settlement: I would like Window World to finish the job they started or to pay to have another company complete the work. Even if that means to remove what Window World has started thus far.

Business

Response:

The customer has been contacted and is scheduled to have all work completed 5/12/15.

Sincerely,

Window World

Review: We contracted replacement windows back in October of 2014. We were told we'd have them in late Jan. After not hearing much, I finally managed to get them installed at the end of Mar. (after MANY phone calls!) It took 5 days to complete the project (6 windows) because they didn't bring the proper tools. Less than 2 weeks after installation, the first time I opened the window on the main floor of the house, my son leaned over a little to look at the back yard and the screen came flying out due to a faulty spring. The very reason we bought new windows is so that they would be safer for our kids, but he nearly fell 2 stories! I called and someone came out the same day to take back the broken screen (which also now had holes in it from landing in a tree). I was promised a new screen in one week or two at most. That was over a month ago. No communication at all as to the status of my screen! It's hot, and that window is the only means of circulation on the main floor of our non-airconditioned house, only we can't open it because it is unsafe for the children (and the one time we tried to after the kids had gone to bed, our house got inundated with bugs!) I am DONE messing around. I NEED that screen that we ordered and paid for more than 7 months ago! When I call, I just get bounced from department to department. Completely unacceptable...Desired Settlement: Same-day replacement (you've had an entire month to have a new one made, for goodness's sake!) and compensation.

Business

Response:

The screen was returned to the customer on May 28th. This matter has been resolved.

Review: We ordered 21 windows and a new double door for our business. We were told all would be installed together and by the end of summer. End of summer came and no product or phone call. We initiated phone call and we were informed there was a fire in the production area and the product was delayed. Finally got a call that installation would occur. On day of install workers showed up with windows only, no door. 17 windows were installed. 4 windows were not measured or made correctly off by 4 inches. Very nice installers said windows would be rushed ordered. No phone calls from office to let us now time frame or apology for error. We made 2 phone calls to the office for update, on to supervisor, and we received no call back. A third call was made and we received a call back a few hours later from a General manager who was on the road and needed to find out details. Received a call back several hours later from him saying the plant manager would call the following day. Following day received call from rude Plant manager saying they needed measure again for front door. With no reason why this was considering door was suppose to be already ordered. He requested we call him on his cell phone to advise when someone would be available. Called him back within 20 minutes and left a message on time when someone would be at the business. That employee waited over 3 hours and no one ever showed up or returned a call. We still have no answers at the time of this complaintDesired Settlement: We would like better communication with higher administration on why we are being treated so poorly and we expect discipline of employees and a fee reduction to us.

Business

Response:

Please be advised as follows on subject complaint # [redacted]...We are very sorry that this job has been delayed due to a human error on measurements...

I have personally address the issue of our office stall NOT returning phone calls...We are extremely busy but I will not use this as an excuse for not returning

customers phone calls... Our largest source for leads is referral...when we do not call our customers back , how do we expect referrals from that customer..

We have set the 4 window install for this coming Tues..Nov 4th...Hoping this is OK with your time schedule....[redacted]

Consumer

Response:

I cannot accept this until the window job is finally down. There has been no offer of compensation for the multiple days we have dedicated to this or the frustration we have dealt with. Also he may be unaware but because of the lack of communication the frond door order was cancelled after his company requested to come and measure for the door again after we were told it was ordered. So we were lied to and the door was never ordered and we had placed $[redacted] deposit for that.

Business

Response:

Ref: Comp. #[redacted]...Please be advised as follows...this customer ordered on 6/11/2014 a total of

21 windows that were installed and paid for.. On 8/12/2014 another order of a entry door system was

placed and upon our re-measure, we should have advised the customer that this was a commercial

application and was beyond our ability to furnish and install... I apologize for the delay in advising our

customer...We have issued our ck#[redacted], on Oct. 22,2014, in the amount of $[redacted] to cover the deposit that we

accepted on 8/12...this check cleared our bank on Oct. 28, 2014...

Consumer

Response:

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

There was been no offer of compensation for the time we have wasted with this company.