I have spoken with Ms [redacted] todayI let her know we will need to schedule a day for our installation manager to come out and get measurements so we can replace the glass in her windowI can see on the window sticker she sent over, this is a Window World windowMs [redacted] stated she will let us know what days would be good for her so we can get her on the schedule When we are out at the property we will look to find more information in other Window World windowsHopefully this will possibly help us to find the original fileIf not at least enough information to start up a new file for future warranties Thank you, Michelle D [redacted]
I would like to start off with apologizing for your windows being mis measured along with the time frameThis was an honest mistakeIt was not our intention and would love for you to remain our customer and schedule an installation date I would like to note that on 9/25/your windows arrived in our warehouseOn 10/2/I personally called and left a message to schedule your window installationOn 11/9/ [redacted] called and left a voice mail at 10:21amLooks like we received a call back from you on 11/9/where we scheduled your installation date for 12/14/I have all this information due to we have to keep notes on every customer file, in writing and in the computerBelow I will add the notes from [redacted] conversation with the customer on 12/16/15, which at the time never mentioned to cancel 12/16/I called [redacted] to reschedule & she is mad that they were mis measured & she ordered them in AugustI apologized & tried to schedule her & she hung up on meI called her back & she said she doesn't know if the 18th will work because she has to check her work scheduleI told her to call me back ASAP so I could get her on the calendar for install - [redacted] We never received a callback from Mrs [redacted] [redacted] then called to schedule 1/18/since the windows came in on Friday 1/15/to have her installed this week We spoke to the owner about refunding the depositDue to the contract signed by Mrs [redacted] we will not be refunding the deposit amountWe would love to move forward and schedule an installation date to install the windows Thank you, [redacted] Office Manager
I have attached a copy of the back of the contract that our customer had signed, which is kept in the customer file [redacted] the salesman, had marked out the to weeks on the contract and replaced with to at signing of contract So now the contract reads to have the windows installed "though not guaranteed is typically" to weeks During this time of year every year, this is our busiest time of the season, as is any good window company I do apologize that it has taken as long as it has, yet we try and call to schedule installation a day or two before we come out to install We do not book out our schedule weeks ahead which you will also see on the back of the contract, line item # We have to go in order from when contracts were signed to be fair to all of our customers.Unfortunately we will not be able to refund the deposit The 50% deposit it to cover the cost of the windows, since all of our windows are customer made for each home, we cannot resell these windows We would like to move forward and go ahead and install the windows in your home [redacted]
We sincerely apologize for the delay of installation of your windows and downspouts Due to the very busy season we are having, we are working as quickly as possible Our installation manager Jack has spoken with Mr [redacted] this week to let him know we will be in touch this week or next week to place the [redacted] 's on the installation schedule We appreciate your patience and have you next to call for installationKind Regards, [redacted]
We will be more than happy to honor and complete this settlementWe went ahead and left a message today for Mr [redacted] to give us a call back to schedule his service through ***I will be sure all of [redacted] concerns will be addressed at time of service, with the remaining balance due of $ Thank you, [redacted]
HVAC company called yesterday to set up appointment Made appointment with my son for 10:to 11:am next Thursday I called and asked to change it to an earlier time as I cannot keep missing time from work This morning that appointment was changed by their appointment setter to sometime before 10:am next Thursday I will miss an entire morning from work Tonight they just left a message and said since the original time was made by my son for the 10:to 11:00, it cannot be changed? I say what? I need to be here when they come over after the last visit I had with Window World got nasty.I just called and canceled that appointment I am the customer--I'm tired of rearranging for Window World and after the previous meeting, I highly doubt this will go in a fair direction I can see day light through my window sliders--I don't have a humidity problem The windows do I am having a HVAC contractor of my own come over next week on my schedule He is going to use his thermal energy imaging system and conduct his own humidity tests According to him, the windows are not energy star if there is ice on the inside when the temps go below degrees, light can be seen through the felt, the condensation is worse when the furnace is running more and cold air can be felt coming in where the J molding is missing.If Window World can make arrangements for someone to come here when it is more convenient for me then lets work it out Otherwise, I will use my person that will This is costing me so much loss of work and money--Again I ask who is the customer and what happened to the Customer Guarantee?I want my money back.Thanks***
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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
I am attaching two pictures to this file on why we were not able to install this customer's patio door The door we ordered is the correct size and will fit if the concrete that was cracked and lifted was fixed When our salesman went out and sold the job, the broken up stoop was covered and he did not see the structural damage When we went out for installation, that is when we saw the issues and were not able to install the patio door or a window that was off in measurement We had offered to help with a solution or asked our customer to have the concrete fixed or even check with her condo association to see if this is something they covered in order to be able to install the patio door If we were to tear out the old patio door and not fix the concrete it could cause issues, such as possible leaking and will tear down the concrete more, this is a liability to us and we just will not be able to install the door until the concrete is fixed With that being said we are willing to deduct the patio door off of the contract since we cannot install this door with concrete as is As for the window that is lop sided, if we need to come out and service to make it straight the customer will need to call into our office to have service out to fix the window, our customer has a lifetime warranty on the window we installed We can also order the other window the correct size and install or we can also deduct this window from customer's contract, however our customer wishes to proceed If there is any money to refund once items are deducted and addendum signed to deduct items we will do so Last time we spoke to the customer she let us know her attorney was going to call us We have been awaiting a call from her attorney or a call from the customer to provide the information listed above so we can proceed either way Kind Regards, [redacted]
To whom it may concern,Our mission at Window World is to always have satisfied customers.We have had two different sets of energy star windows installed in this customers home The customer refuses to acknowledge their home has too much humidity.The customer has tampered with the windows The customer has had an expert, without letterhead or a company business, submit a report matching their complaints exactly.We have been able to dispute all of their claims not in a mean spirit but of one explaining their problem.I personally told Ms [redacted] when I put the second set of windows in, she needed to correct the humidity in her home or there was nothing we could do for her.Our company has tens of thousands of windows installed in the greater Cincinnati areaWe have this issue in only this home It is a humidity problem.We are happy to meet independently with a mediator to try and find a solution.Thank you.John O***
We sincerely apologize for not being able to complete this particular job There are not many jobs we are unable to complete We knew this would be a tough job and was glad we got the opportunity Unfortunately we were unable to satisfy our customer, not once but twice We have refunded the requested amount of $10,back to the customer with our apologies
I have an appointment on Thursday morning with [redacted] Services Please allow me to complete this appointment and get his written report He is going to complete an energy review of my home He is going to use a thermal energy camera to finally identify where the windows are leaking -- or not He will test the humidity levels and my HVAC system He is going to pressure test the house to identify where my home has energy leaks [redacted] Services is a home inspection company This is what Window World should have offered to send here last visit It has taken me over a month to figure out what I need to prove my problem Window World knows this or they should not be in the window replacement business The more I know, the more I know that Window World is not being honest with me These tests will prove who is right concerning my problem I feel confident that this will end our disagreement I have had a few other window companies visit my home and they all agree that this is a manufacturing defectIf this inspector can prove with his equipment that I am correct, I am going to ask Window World the pay me for this consult It's not free, but I have not been given any other choice but to prove these windows leak Why would I spend all this time off work and aggravation if the windows worked? This entire ordeal is such a waste of time and heating oilPlease let me know if this is ok I can send the purchase receipt and warranty before I have the report if necessary I figured I would wait and do it all on Friday after I get the resultsThanks ***
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] 4, and find that this resolution is satisfactory to me Regards, [redacted]
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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.]I would like to start by saying that this is the first I have ever heard of [redacted] , as she has never once reached out to us to attempt to resolve these issues during the months since our windows were initially installedIf Ms [redacted] was unaware of the ongoing problems with our window installation then I would suggest she speak with her staff as to why they were not keeping her informed, as I have been very clear and upfront with Window World about my disappointment from the very beginningShe also states that "our offer still stands", even though this is the first I have heard of this offer.In the attachment from Ms [redacted] showing my signature on the work order, which she implies indicates my satisfaction with the completed job, she conveniently ignores the fact that I paid only half of the remaining balance at that point because the job was not complete at that timeMy inclination on that day was to pay none of the remaining balance, but was convinced into paying half by their installation manager, what he called "a show of good faith"Obviously, that was my mistakeMy "good faith" was rewarded by their refusal to finish the job, specifically not replacing the sashes in my daughter's bedroom, until I paid the bill Ms [redacted] also mentions in her response that my complaint with the Revdex.com was filed minutes after [redacted] emailed meI'm not sure what her point is, but the timing certainly was not a coincidenceIn the email file she attached to her response, you can see at the bottom of the page that it is part of a chain of emails between [redacted] and myself, where Window World repeatedly stated that they would not replace my defective windows until the bill was paid in fullThis is in fact reiterated, though interestingly not underlined, in the email that Ms [redacted] attachedMore interesting than the timing of my Revdex.com complaint with [redacted] 's email, is Windows World's change of stance on November 25th, days after I filed my Revdex.com complaintAfter stonewalling us for months and refusing to finish the job, they call me out of the blue wanting to come to my house and replace the damaged windows and fix the caulking issues as soon as possibleTo then suggest that I am somehow at fault for not running to the phone and immediately responding to their offer is disingenuousI had held off for months on filing a formal complaint, hoping that I could work the issue out directly with Window WorldIt was only after they were compelled by the risk of a black mark against their Revdex.com rating that they suddenly had an interest in completing our job before paymentAs far as I'm concerned, "walking away from an unsatisified customer" is exactly what Window World did until a brought my complaint to the Revdex.com.As I stated in my original complaint, my wife and I are willing to live with the defects in the caulkThis entire process has left an incredibly bad taste in our mouths and we frankly do not want Window World to set foot in our house at this pointThey have violated our faith and trust and we are not comfortable having them in our homeIf Window World had done months ago what they are proposing now, we would have felt differentlyUnfortunately, Ms [redacted] ' response to our complaint, which was misleading to the point of dishonesty, was the final strawShe claims concern for our satisfaction, but then spends the remainder of her response basically blaming us for why they haven't finished the job, which is insulting.To make this issue go away, we will pay Window World $on delivery of the remaining window sashes to our front door, which I will install myselfWindow World must agree that this payment will settle our bill in full and place our lifetime warranty into effectNo further interior or exterior work by Window World is desired or expected, excepting any future warranty issue which may arise.If this proposal is not agreeable to Window World, I am not sure this disagreement can be resolved Regards, [redacted]
We have been in touch with our customer once we received the Revdex.com complaint Our office was not aware of any additional concerns since our last visit to the customer's home on 7/12/ Since the complaint our Installation Manager, Jack has been back out to the home on 8/14/ We are currently working on and addressing the concerns Mr [redacted] has on four of his windowsKind Regards,Michelle D [redacted]
I have spoken with Ms [redacted] todayI let her know we will need to schedule a day for our installation manager to come out and get measurements so we can replace the glass in her windowI can see on the window sticker she sent over, this is a Window World windowMs [redacted] stated she will let us know what days would be good for her so we can get her on the schedule When we are out at the property we will look to find more information in other Window World windowsHopefully this will possibly help us to find the original fileIf not at least enough information to start up a new file for future warranties Thank you, Michelle D [redacted]
I would like to start off with apologizing for your windows being mis measured along with the time frameThis was an honest mistakeIt was not our intention and would love for you to remain our customer and schedule an installation date I would like to note that on 9/25/your windows arrived in our warehouseOn 10/2/I personally called and left a message to schedule your window installationOn 11/9/ [redacted] called and left a voice mail at 10:21amLooks like we received a call back from you on 11/9/where we scheduled your installation date for 12/14/I have all this information due to we have to keep notes on every customer file, in writing and in the computerBelow I will add the notes from [redacted] conversation with the customer on 12/16/15, which at the time never mentioned to cancel 12/16/I called [redacted] to reschedule & she is mad that they were mis measured & she ordered them in AugustI apologized & tried to schedule her & she hung up on meI called her back & she said she doesn't know if the 18th will work because she has to check her work scheduleI told her to call me back ASAP so I could get her on the calendar for install - [redacted] We never received a callback from Mrs [redacted] [redacted] then called to schedule 1/18/since the windows came in on Friday 1/15/to have her installed this week We spoke to the owner about refunding the depositDue to the contract signed by Mrs [redacted] we will not be refunding the deposit amountWe would love to move forward and schedule an installation date to install the windows Thank you, [redacted] Office Manager
I have attached a copy of the back of the contract that our customer had signed, which is kept in the customer file [redacted] the salesman, had marked out the to weeks on the contract and replaced with to at signing of contract So now the contract reads to have the windows installed "though not guaranteed is typically" to weeks During this time of year every year, this is our busiest time of the season, as is any good window company I do apologize that it has taken as long as it has, yet we try and call to schedule installation a day or two before we come out to install We do not book out our schedule weeks ahead which you will also see on the back of the contract, line item # We have to go in order from when contracts were signed to be fair to all of our customers.Unfortunately we will not be able to refund the deposit The 50% deposit it to cover the cost of the windows, since all of our windows are customer made for each home, we cannot resell these windows We would like to move forward and go ahead and install the windows in your home [redacted]
We sincerely apologize for the delay of installation of your windows and downspouts Due to the very busy season we are having, we are working as quickly as possible Our installation manager Jack has spoken with Mr [redacted] this week to let him know we will be in touch this week or next week to place the [redacted] 's on the installation schedule We appreciate your patience and have you next to call for installationKind Regards, [redacted]
We will be more than happy to honor and complete this settlementWe went ahead and left a message today for Mr [redacted] to give us a call back to schedule his service through ***I will be sure all of [redacted] concerns will be addressed at time of service, with the remaining balance due of $ Thank you, [redacted]
HVAC company called yesterday to set up appointment Made appointment with my son for 10:to 11:am next Thursday I called and asked to change it to an earlier time as I cannot keep missing time from work This morning that appointment was changed by their appointment setter to sometime before 10:am next Thursday I will miss an entire morning from work Tonight they just left a message and said since the original time was made by my son for the 10:to 11:00, it cannot be changed? I say what? I need to be here when they come over after the last visit I had with Window World got nasty.I just called and canceled that appointment I am the customer--I'm tired of rearranging for Window World and after the previous meeting, I highly doubt this will go in a fair direction I can see day light through my window sliders--I don't have a humidity problem The windows do I am having a HVAC contractor of my own come over next week on my schedule He is going to use his thermal energy imaging system and conduct his own humidity tests According to him, the windows are not energy star if there is ice on the inside when the temps go below degrees, light can be seen through the felt, the condensation is worse when the furnace is running more and cold air can be felt coming in where the J molding is missing.If Window World can make arrangements for someone to come here when it is more convenient for me then lets work it out Otherwise, I will use my person that will This is costing me so much loss of work and money--Again I ask who is the customer and what happened to the Customer Guarantee?I want my money back.Thanks***
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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
I am attaching two pictures to this file on why we were not able to install this customer's patio door The door we ordered is the correct size and will fit if the concrete that was cracked and lifted was fixed When our salesman went out and sold the job, the broken up stoop was covered and he did not see the structural damage When we went out for installation, that is when we saw the issues and were not able to install the patio door or a window that was off in measurement We had offered to help with a solution or asked our customer to have the concrete fixed or even check with her condo association to see if this is something they covered in order to be able to install the patio door If we were to tear out the old patio door and not fix the concrete it could cause issues, such as possible leaking and will tear down the concrete more, this is a liability to us and we just will not be able to install the door until the concrete is fixed With that being said we are willing to deduct the patio door off of the contract since we cannot install this door with concrete as is As for the window that is lop sided, if we need to come out and service to make it straight the customer will need to call into our office to have service out to fix the window, our customer has a lifetime warranty on the window we installed We can also order the other window the correct size and install or we can also deduct this window from customer's contract, however our customer wishes to proceed If there is any money to refund once items are deducted and addendum signed to deduct items we will do so Last time we spoke to the customer she let us know her attorney was going to call us We have been awaiting a call from her attorney or a call from the customer to provide the information listed above so we can proceed either way Kind Regards, [redacted]
To whom it may concern,Our mission at Window World is to always have satisfied customers.We have had two different sets of energy star windows installed in this customers home The customer refuses to acknowledge their home has too much humidity.The customer has tampered with the windows The customer has had an expert, without letterhead or a company business, submit a report matching their complaints exactly.We have been able to dispute all of their claims not in a mean spirit but of one explaining their problem.I personally told Ms [redacted] when I put the second set of windows in, she needed to correct the humidity in her home or there was nothing we could do for her.Our company has tens of thousands of windows installed in the greater Cincinnati areaWe have this issue in only this home It is a humidity problem.We are happy to meet independently with a mediator to try and find a solution.Thank you.John O***
We sincerely apologize for not being able to complete this particular job There are not many jobs we are unable to complete We knew this would be a tough job and was glad we got the opportunity Unfortunately we were unable to satisfy our customer, not once but twice We have refunded the requested amount of $10,back to the customer with our apologies
I have an appointment on Thursday morning with [redacted] Services Please allow me to complete this appointment and get his written report He is going to complete an energy review of my home He is going to use a thermal energy camera to finally identify where the windows are leaking -- or not He will test the humidity levels and my HVAC system He is going to pressure test the house to identify where my home has energy leaks [redacted] Services is a home inspection company This is what Window World should have offered to send here last visit It has taken me over a month to figure out what I need to prove my problem Window World knows this or they should not be in the window replacement business The more I know, the more I know that Window World is not being honest with me These tests will prove who is right concerning my problem I feel confident that this will end our disagreement I have had a few other window companies visit my home and they all agree that this is a manufacturing defectIf this inspector can prove with his equipment that I am correct, I am going to ask Window World the pay me for this consult It's not free, but I have not been given any other choice but to prove these windows leak Why would I spend all this time off work and aggravation if the windows worked? This entire ordeal is such a waste of time and heating oilPlease let me know if this is ok I can send the purchase receipt and warranty before I have the report if necessary I figured I would wait and do it all on Friday after I get the resultsThanks ***
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] 4, and find that this resolution is satisfactory to me Regards, [redacted]
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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.]I would like to start by saying that this is the first I have ever heard of [redacted] , as she has never once reached out to us to attempt to resolve these issues during the months since our windows were initially installedIf Ms [redacted] was unaware of the ongoing problems with our window installation then I would suggest she speak with her staff as to why they were not keeping her informed, as I have been very clear and upfront with Window World about my disappointment from the very beginningShe also states that "our offer still stands", even though this is the first I have heard of this offer.In the attachment from Ms [redacted] showing my signature on the work order, which she implies indicates my satisfaction with the completed job, she conveniently ignores the fact that I paid only half of the remaining balance at that point because the job was not complete at that timeMy inclination on that day was to pay none of the remaining balance, but was convinced into paying half by their installation manager, what he called "a show of good faith"Obviously, that was my mistakeMy "good faith" was rewarded by their refusal to finish the job, specifically not replacing the sashes in my daughter's bedroom, until I paid the bill Ms [redacted] also mentions in her response that my complaint with the Revdex.com was filed minutes after [redacted] emailed meI'm not sure what her point is, but the timing certainly was not a coincidenceIn the email file she attached to her response, you can see at the bottom of the page that it is part of a chain of emails between [redacted] and myself, where Window World repeatedly stated that they would not replace my defective windows until the bill was paid in fullThis is in fact reiterated, though interestingly not underlined, in the email that Ms [redacted] attachedMore interesting than the timing of my Revdex.com complaint with [redacted] 's email, is Windows World's change of stance on November 25th, days after I filed my Revdex.com complaintAfter stonewalling us for months and refusing to finish the job, they call me out of the blue wanting to come to my house and replace the damaged windows and fix the caulking issues as soon as possibleTo then suggest that I am somehow at fault for not running to the phone and immediately responding to their offer is disingenuousI had held off for months on filing a formal complaint, hoping that I could work the issue out directly with Window WorldIt was only after they were compelled by the risk of a black mark against their Revdex.com rating that they suddenly had an interest in completing our job before paymentAs far as I'm concerned, "walking away from an unsatisified customer" is exactly what Window World did until a brought my complaint to the Revdex.com.As I stated in my original complaint, my wife and I are willing to live with the defects in the caulkThis entire process has left an incredibly bad taste in our mouths and we frankly do not want Window World to set foot in our house at this pointThey have violated our faith and trust and we are not comfortable having them in our homeIf Window World had done months ago what they are proposing now, we would have felt differentlyUnfortunately, Ms [redacted] ' response to our complaint, which was misleading to the point of dishonesty, was the final strawShe claims concern for our satisfaction, but then spends the remainder of her response basically blaming us for why they haven't finished the job, which is insulting.To make this issue go away, we will pay Window World $on delivery of the remaining window sashes to our front door, which I will install myselfWindow World must agree that this payment will settle our bill in full and place our lifetime warranty into effectNo further interior or exterior work by Window World is desired or expected, excepting any future warranty issue which may arise.If this proposal is not agreeable to Window World, I am not sure this disagreement can be resolved Regards, [redacted]
We have been in touch with our customer once we received the Revdex.com complaint Our office was not aware of any additional concerns since our last visit to the customer's home on 7/12/ Since the complaint our Installation Manager, Jack has been back out to the home on 8/14/ We are currently working on and addressing the concerns Mr [redacted] has on four of his windowsKind Regards,Michelle D [redacted]