WindowWorks, Inc.

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.
We are extremely happy with the doors as they were installed today and look absolutely beautiful.
We are extremely impressed in the quickness Window Works stepped up and resolved the issue so quickly and to the best of their ability.
We are happy campers once again and we can do into the Winter months knowing that our home is protected against the elements.
Thank you to everyone at Window Works for making this possible!!
Sincerely,
Phyllis [redacted]

Initial Business Response /* (1000, 5, 2014/11/20) */
Contact Name and Title: [redacted], V.P.
Contact Phone: XXX XXX-XXXX
Contact Email: [redacted]
This complaint stems from another instance of the well-documented supply line issues that our company (as well as many other...

window companies) have experienced this year.
We finally have all of the correct parts necessary to complete the installation and when I spoke with Mr. [redacted] we scheduled the work for Monday, November 24th.

I apologized for the delay and believe we will have his work completed on November 24th.
additional info from business:
Correction to earlier response: The work is set for Friday, November 21st.
NOTE FROM THE Revdex.com:
Please hold off on your response pending the scheduled visit. Please update us on the outcome of the visit.
[redacted]
Assistant Manager-Home Services
Revdex.com-Chicago & Northern Illinois
Initial Consumer Rebuttal /* (3000, 7, 2014/11/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Installers arrived to complete work on 11/21/2014. Master Bathroom window glass was replaced but again has to be replaced due to defect in glass. Slider glass was replaced and come to find out that that was not the issue it was the frame and now has to be replaced. Was told they will order yet again replacement parts and be back in contact with us.
[redacted]
Final Consumer Response /* (4200, 11, 2014/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Installers arrived to complete work on 11/21/2014. Master Bathroom window glass was replaced but again has to be replaced due to defect in glass. Slider glass was replaced and come to find out that that was not the issue it was the frame and now has to be replaced. Was told they will order yet again replacement parts and be back in contact with us.
[redacted]
NOTE FROM THE Revdex.com:
Please provide an estimated date by which the ordered items will be received.
[redacted]
Assistant Manager-Home Services
Revdex.com-Chicago & Northern Illinois
12/8/14 info from consumer:
Window Works is scheduled to replace sider and bathroom glass this Friday.
12/10/13 info from consumer:
Window Works was unable to fix the issues yet again! They reordered slider and bathroom glass. They are scheduled to come back on Friday December 12 to replace the entire slider and bathroom glass. My wife and I are very unhappy with the entire experience with Window Works. We have our fingers crossed in hopes they will fulfill our contract that we signed with them back in April!
Final Business Response /* (4000, 13, 2014/12/12) */
All products and service have been completed at the [redacted]'s residence as of today, December 12th. We have a signed service request that all work has been completed.

I ordered a Patio door last August 2, 2016. The contract states to be installed within 4 to 6 weeks. Until now I did not receive any installation schedule from the company. It's going to be 3 months this coming November 2 .

Initial Business Response /* (1000, 12, 2015/09/11) */
Windowworks is working towards a resolution. We are scheduled to complete their project to their satisfaction on the 17th of September and at that time will be offering a discount for their inconvenience.
Initial Consumer Rebuttal /* (2000,...

14, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I can not stress enough that my husband and I would have never purchased these windows knowing the lack of quality. Unfortunately we have to make the best of a bad situation now. As long as the screens are replaced with ones that DO NOT peel and the missing insulation etc issues are fixed along with a 10% refund, then we will accept the terms. The customer service person, Lee Anne, has been very nice and we appreciate her help. No one has called to schedule the appointment however, so I will be emailing Lee Anne to find out for sure what day they are coming out.

All the men who did the work on my Windows and siding were master craftsmen. They did an outstanding job.

We have resolved this complaint with the customer we are paying for someone to remove the bars and awnings. The installation is set for June 9th

The Operations Manager went out to the customer’s home for a full inspection. The customer is scheduled for all repairs to be completed on 3/23. This is the soonest we are able to schedule based on the customer’s schedule

Initial Business Response /* (1000, 5, 2014/04/24) */
Contact Name and Title: [redacted] Operations Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mywindowworks.com
In response to complaint #XXXXXXX
I personally discussed this project with Mr. [redacted] on 4/22/14 and 4/23/14. ...

He provided me with 6 new areas of the home that he feels need to be serviced. These services could be taken care of by our service department within 4 or 5 hours. We offered to complete the services and send him $100 gift card for dinner as a way to apologize for any inconvenience. He refused to let anyone from our company back out to the house and stated he wants to be compensated for the work not being to his satisfaction and that he would not be paying the balance of $26,830. I restated that we want to come out to service the areas that he was not satisfied with and we could even complete that service the next day because our service department is very slow. He again refused and stated I wasn't working with him which was hard to grasp because I offered to resolve all of his concerns. He stated our installers had enough chances however I replied that each time they left, neither him nor his wife could identify any remaining services. With over $25,000 owed for the work completed, we are more than willing to complete the repairs however we requested all homeowners be present and we would send out a service tech, installers, siding manager, and a production manager to ensure all issues were completed.
The facts stated in the complaint are not exactly as we have them. There were two contract amendments completed on 9/9/13 and 10/24/13 which was done because the customer wanted to change the door we would be installing. With that said, the project could not move forward until all products were in. Once that happened, we called to schedule and set on the date of 12/2/13 in which the installation began (not the middle of December as the complaint states). All exact dates are below:
8/22/13: Initial Sale
9/9/13: Amendment to sale changing product
10/24/13 Amendment to sale #2 changing the glass in door. This order was held due to change requested. The customer made the change on the 24th of October
Week of 11/22/13: All material is ready and we called to schedule. Date set for 12/2/13
12/2/13: Installation started with windows being completed first
12/3/13: Siding installation started. Due to extreme weather, the installers worked as much as possible over a 3 week period. On December 23rd, the customer asked us to come back when the weather warmed up.
2/4/14: The weather warmed up enough to complete the job so installers went back to job. Customer was not happy and said to come back in March
3/5/14 Siding department manager and service tech went to visit customer at their home. They went over a list of items and said the weather was too cold and they did not want us to come back until April
4/10/14: [redacted] the siding department manager and a different installer met at the home to review what needed to be complete. All repairs were discussed and scheduled to be complete on 4/14/14
4/14/14: The installers and [redacted] (siding department manager) and service tech [redacted] all met at job and completed the full list of repairs as requested. When asked to sign off, the customer explained they were not happy but couldn't give them an exact reason why. After asking several times, they were told a list would be provided at a later date
4/22/14: [redacted] called customer and asked if they were satisfied or if they had a list. [redacted] was then told they want money off because we cannot make them happy. [redacted] referred them to the myself (operations manager)
4/22/14 & 4/23/14: I called Mr. [redacted] and discussed why he didn't want to pay. As explained above, he requested to be compensated for the long wait. I explained that there really was not a long wait and that the biggest cause of the wait was the change orders that he requested along with horrible weather that we could not control. I offered to send them a gift card and complete anything that he was not happy with. He provided me with a new list of items and I offered to send a service tech out the following day. He refused and asked for money off insinuating he wanted thousands of dollars off. I explained we couldn't take off that kind of money however we would fix all his issues immediately. He refused and hung up.
We look forward to a quick resolution and our offer to complete the service remains.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from Mr. [redacted]. Whereas I called out 6 items to him on 4/22(note, this request is at least the third time they have been out fixing items that should have never been that way in the first place), I further inspected my home post call that evening and have come to the conclusion that the entire job(currently excluding doors and windows) is a "do over."
I have no faith nor trust in Window Works ability to complete this job and challenge the original job quotation based on poor quality and final installation(there is even a point where a totaled car can't be fixed).
I request Revdex.com Arbitration/Mediation of this dispute, complete with independent inspection of work done to my house to determine a fair resolution.
Final Business Response /* (1000, 15, 2014/05/27) */
Response to complaint# 94498674 [redacted]
1 message
[redacted] Sat, May 24, 2014 at 9:37 AM
To: "[redacted]@chicago.Revdex.com.org"
Cc: "[redacted]@chicago.Revdex.com.org"
[redacted],
I sent the following response to [redacted] and received a response that she is out of the office until June 2. I have copied [redacted] on this as well. As you will see, I believe the case has finally broke through and the customer has given us a few items that will make him happy. See below and please let me know if you need anything else from us. We will be trying to get this all handled early next week. I have copied and pasted our response below.

[redacted],
Good morning. I am responding to the complaint through email because there was not another way listed on the return response. I spoke with [redacted] yesterday about his concerns and offered to send a crew to fix the 2 gutter areas he is concerned with. His other concern is our warranty which we typically send out after an invoice is paid. We are getting him copies of that. Also he does like a couple areas of fascia and felt we should give him $5,000 for those areas. After I explained we could install all new fascia on the entire house for on $760 of cost, he said agreed to $2,500 which is still high. To put this to sleep, I agreed. With that said, I received an email from him after he spoke to his wife and this is the direction he wants to go. I am waiting for him to give me a day to look over his gutters and siding. If there is in fact a problem, we are going to fix it at any cost. In the meantime, we are sending him copies of the warranty.
I want to clarify that we are willing to go to arbitration however my feeling is this case will be solved without it. My deadline to respond is tomorrow May 25, 2014 so I needed to get something to you today. Please feel free to contact me with and questions or concerns. And thank you for your help with this case.

Thanks

[redacted]
WindowWorks Inc.
Final Consumer Response /* (4200, 11, 2014/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no " last day of service" as Window Work contends, nor did Mrs. [redacted] give any implied approval. The last visit by Window Works by their "hand picked crew" was to try to fix some of the issues(sloppy front finish) but in several cases left the site in worse condition then when they got here. (example, bubbling front gable rake trim). I'll testify under oath that I received a call from her at work where she expressed extreme frustration with the work Window Works was doing. All this posturing by Window Works is just further rhetoric by them and does not mask the fact that there was minimal involvement and often negligence by them during all earlier phases in this project.
The fundamentals of the dispute are as follows:
1.)Window Works hired a substandard subcontractor(s) to perform the work in the contract.
2.)The subcontractor(s) was worked thru the heart of the winter months(January and February) with no oversight/governance from a representative of Window Works. (It should be noted that a single man was tasked with the siding install during these months)
3.)Even though there were no auditing, onsite visits, or project milestone checkpoints by Window Works thru the duration of the project, Window Works is conveniently saying everything "looks great" and is good now that the subcontractor from 2.) has left the job and is placing the burden on the buyer([redacted]) to prove that assumption to be different.
4.)No information on materials used in the project is available to the Buyer([redacted]).
At the end of the week of May 2, the Buyer([redacted]) hired an independent inspector and has determined the following:
A.)Window information for the installed Windows made by Sound Solutions Windows and Doors LLC are not found on any public website nor can any information on this company and its products be found. Windows were found to not have Head Flashing installed. Based on lack of information and lack of evidence of industry best installation practice for these windows and the fact that the Arlington Heights Village Inspection was "conveniently skipped"(refer to last Revdex.com posting and interaction by Window Works' [redacted] with the Village), Window Works must provide a lifetime warranty in writing guaranteeing that the installation will not experience seal failure in addition to all Warranty information listed on their Website as of May 7, 2014.
B.)Information on manufacturer of siding used and warranty information was not provided to the Buyer([redacted]). Since the siding was stored on the buyer's uncovered driveway during the heart of the winter in its most contracted state, the buyer wants a warranty in writing that Window Works will replace any buckled/falling off siding for one full year starting March 31, 2014 as this will allow for one full temperature season cycle that would reveal installation defects. In addition, as part of full transparency, Window Works needs to reveal the manufacturer and composition of the siding used and provide in writing a standard siding materials guarantee as follows which appears to be industry standard:
Percentage of Coverage Years Since Installation
100% Up to 5
90% More than 5 and up to 7
80% More than 7 and up to 8
70% More than 8 and up to 9
60% More than 9 and up to 10
50% More than 10 and up to 11
40% More than 11 and up to 12
30% More than 12 and up to 13
20% More than 13 and up to 14
10% More than 14 and up to 50
C.)Gutter over back porch is basically non-functional allowing all water coming from roof to spill directly on back porch without hitting the gutter. Channel where garage roof meets the upper living quarters is directing water to a non coverage spot of the gutter(gutter was cut short)and water is spilling directly siding and back patio without being properly channeled into the gutter. Since there is a gutter clearance issue which may necessitate the removal of j channel and siding to remedy the problem which would affect the warranty as outlined in B. above, Window Works needs to fix this issue to the buyer's satisfaction. The issue is documented by a "water test" conducted and video placed at http://youtu.be/XQbQnRbsj8E
D.)The Buyer is extremely disappointed with the lack of overall craftsmanship with this project. Inspection has shown the following
showing gaps on the east side of the house by chimney allowing for water ingress opportunity and water damage potential.
Poor fascia and rake trim work install primarily on the front side of the house where front gable rake trim is already bulging after Window Works "fix" by "Window Works Hand Selected Crew".
Crooked corners on the fascia/rake trim at the bottom edge of multiple gables.
Fascia extending over garage and front porch is cut crooked and still has pen marks showing along the cuts.
White vertical trim on Southwest corner was cut short and finish looks like the first sheet of toilet paper in a hotel lavatory.
Bottom of back porch door trim was never anchored, leaving a bendable, floating assembly. Sloppy.
Overall J channel mitering and finish is amateurish and sloppy.
Based on the poor quality of work done and lack of faith in Window Works to perform work in above bullet points in a satisfactory manner, the buyer believes that a $6,000 reduction in project cost is more than generous as this is what we believe it will cost to have an outside agency perform this work to our satisfaction after multiple attempts and failures by Window Works.
The Buyer is disappointed in Window Works. We were excited to have this project done when we signed the papers in August of last year and disappointed that Window Works is now resorting to acting like they're all about the service(only when it's time to cash the check) and portraying the buyer as "slow to pay". (The buyer saw no hurry on Window Works part to complete, audit the sub-contractor, or bill, for that matter, this job once the paperwork was signed. They must have got a deal on one cheap sub-contractor). To be honest, behaviors from dispute points 1 to 4 above and lack of transparency on the materials used actually may also be bordering in Illinois Attorney General Territory in the buyer's opinion.
The buyer would like Window Works to comply with items A thru D above and let's put this nightmare behind us. Anything short of that, the buyer wishes to proceed with Arbitration.

Initial Business Response /* (1000, 5, 2014/05/16) */
Contact Name and Title: [redacted] Operations Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mywindowworks.com
In response the complaint, we recognize there was a communication lapse by our team and we apologize for any...

inconvenience this may have caused. This precipitated from a situation that is very uncommon however it is our fault. This is a large order and 3 of the windows suffered damage in transit. When this occurs, we always make new units and rush that process to avoid further delays. Our mistake was not communicating the exact date that the new product would be delivered. We have put additional employees on this and we are very sorry for not communicating the delay properly. The new windows are expected to be completed 7 days from today. We will then call to set an installation time and date that is convenient for the customer. For this inconvenience, we will issue the customer a check for $200. This is an issue that we have since created a specific process for to prevent it from happening to another customer.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello
Thank U for Revdex.com for helping getting me a response, and WindowWorks for responding
My original request included agreement for a 10% penalty for every week of delay, I did not see a response to this. Does this mean more delays is part of the process and it will continue to happen? To me and based on my experience with WindowWorks, this is the only way to show commitment
Also on may 16th it was mentioned that within 7 days a visit will be scheduled. Today is May 23rd and I did not get any contact from WindowWorks
Thanks
[redacted]
Final Business Response /* (4000, 13, 2014/06/11) */
Mr. [redacted] and I have come to an agreement to resolve this complaint. We have offered a substantial discount and Mr. [redacted] has agreed to the terms.
He promised to advise the Revdex.com that the situation is fully resolved when the installation is complete.
Final Consumer Response /* (3000, 11, 2014/06/02) */
On Fri May XX XX:XX AM my wife got an update from senior management at WindowWorks - I really appreciate Sr management at WindowWorks calling us. However it is a continuation of the same pattern of: call at the very end of the week (Fri), WindowWorks is late again for one/two extra week, and the reason for delay is damage during transportation
I will remind WindowWorks with my original request of 10% discount per one week delay. Since then they are delayed by two weeks as of today. And I never heard anything back from WindowWorks about this specific request
I would really appreciate straight written response from WindowWorks instead of phone calls talking about partial deals and broken glasses
Also I am repeating my request for 10% discount for each week of delay which puts me at 20% discount so far, I do need a response for this. Also I repeat my appreciation for Sr management followup, but I do need this Sr management to explain a delay on order that was signed on Jan 25th and since then we got ~7 delays for reason they are all in the range of mis-measuring, mis-transportation, mis-estimating, ... This clearly says something about the service, and IMO it does qualify me to get the requested discount
Thank You All
NOTE FROM THE Revdex.com:
Please hold off on your response pending contact with the consumer. Please update us on the outcome of the conversation.
[redacted]
Assistant Manager-Home Services
Revdex.com-Chicago & Northern Illinois

Salesman Jeff came out to house June 8 and showed us siding. Ordered a color and gave a 1/3 deposit. Person (Joe) came out a few days later to measure what was needed to order supplies. Found out order was not placed until the end of June????????? Checked mid July and was still waiting. Was told that it had to be a special order. Finally someone called us July 22 and was told that supplies was going to be delivered July 24. Driver came and attempted to deliver the items and found out that it was not the color ordered. Was on the phone trying to reach people and people were not returning our calls. Found out that the color we ordered was no longer being made - it was stopped being made 3 years ago (which is a lie). Salesperson had no idea about the color or what was going on (huh?). Then salesperson never called us back, neither did manager (Jim) whom we finally got a hold of. Finally I got hold of the manager and he said that a refund check would be sent out immediately on Monday, since no one was there to issue one that day (huh?). There were people there I found out. No check on Tuesday. I called again and was told that the check was sent out on Monday and also a new color chart would be sent out via [redacted] Still no check . Called again on Friday and was told that it had been sent out and if we did not get it by Monday, the manager Jim would deliver it himself on Monday. Finally received the check on Saturday. The check was dated on Tuesday and mailed on Wednesday according to postmark. Never received the new color chart. These people are just bold face liars. I would not trust them for anything. These people should contact customers when the color is unavailable, not take it upon themselves to order what they want. It is our house. Found a new place and siding was put up in a few days and they also had the color that we originally wanted the first time. Who knows why they were holding up our money when it was their error, not ours. We still have the original order form. Also discount pricing is weird. The pricing with 2 discounts is same pricing we would have paid had we ordered the same color with the new business we used. Also Jim had promised a couple of gift cards would be sent to us for the inconvenience this caused us as my husband had taken everything down off the old siding which was time consuming. Also this is how they handle seniors!!!!!!!

Windowworks has completed all of the work to the customers satisfaction. The complaint has been resolved.

I had 12 windows installed . They did a beautiful job with the windows , the installers. The sales man Patrick seemed to play around with pricing and missed a window to be ordered claiming it was my fault . No one wanted to really deal with the issue of the one missing window. Not sure if staying with them for the last half of windows or not.

Horrible customer service, worst I've experienced. Set an installation date (two months) after signing contract. They failed to show up or contact me, they told me someone would be in touch and no one called. When I finally got in touch with someone they told me the best they could do is reschedule 3 weeks later. Their installer called in sick and I was pushed to the back of the line. Read other reviews and stay away from this company.

I was very pleased with the Sales person as well as the installation of my windows and patio door and they did a terrific job on cleaning up I have notice a huge difference in my place as far as heating no drafts and lower electric bills.

Initial Business Response /* (1000, 5, 2014/12/23) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX@
Contact Email: [redacted]
We were not aware of the probelm until receiving this complaint, however we have already spoken to the customer refunded the deposit....

We are very sorry for any inonvenience this may have caused.

Our installer showed up a little earlier than we were told which was okay, his name was Vaesel ( pronounced vessel ) he was very professional he put down drop cloths, when finished cleaned up after himself. He put in a long day about 11 hours to install 9 Windows and trim out exterior of Windows. It was the weekend of the Fourth of July, he said he didn't have a helper because a lot of guys were off because of the holiday. Overall he did a very nice job my wife and I are very pleased. Thank you Vaesel and window works!

This is our third purchase from Window Works. We have been very satisfied with our new windows and patio door installations and now with our new storm door. The product is first-rate and the service and installation are excellent!

We spoke to Judy and resolved the complaint. We offered her a discount that she accepted and we are set to install on July 7th.

Signing a contract with them was my biggest mistake. Never doing business again.

WORST COMPANY EVER, FULL OF FALSE PROMISES.

if you see any good reviews on any website, they are probably the paid review...as they offer discount in your window price ( Marketing discount coming from Marketing budget) to post a good review on [redacted] or other website.

NEVER BUY WINDOWS FROM THEM.

Excellent from the quote process to finish! Timely, professional and great job!