Window World of Richmond

This situation has been addressed with the customerWe did reach out to the customer prior to appointment time and left a voicemail letting her know that the representative was running behindWe arrived at 6:and were unsuccessful at getting the customer to the door

I have never worked with such a hard working staff From the top to the last person in the chain of events The product I received was as expected and even beyond my expectationsThank you Window World and I will be recommending you in the future*** *** Richmond, Va

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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,
*** ***
In response to my earlier complaint to Better Business concerning Window World and the day allowance period to getting back to the Revdex.comI hadn't gotten any acknowledgement from Window World except a phone call saying someone would be out, period....Then the notification since BB hadn't heard from me, the case was considered closed.First of all, the response from Window World was a misleading as my original contact with THEM was to inquire about putting new windows in my sunroom NOT about my shuttersIn the course of original conversation, I was asked what prompted me to CALL Window World and that's when I told them about my previous introduction by the installation of shutters in previous yearsThen the focus was brought into play about the fading of shutters and my being informed of Life Time Warranty on replacementI was surprised when the young lady agreed on their fading as she was scanning the house through internet hook-upThen appointment was made for *** *** to come out to do introduction of new window installation information plus make a visual of shuttersThen came the numerous back and forth of men coming out to measure shutters with one episode where the guy said he had to come back because he wasn't informed that the house was storied and a bathroom window was too high for him to measure.A gentleman did come out this PAST Thursday the 17th of March and now a problem with matching up the screws with the present shutters might possibly transpire with a complete replacement of ALL the shutters AGAINHe did take one of the shutters to match colorsAgain, communication is a major problem, although I felt reassured in talking with this last gentleman, as he gave the impression HE knew what he was talking about and knew what to do to resolve the problemSo that's where I am now*** ** ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected]
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the
business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***@richmond.Revdex.com.org
Regards,
*** ***

We have reviewed the *** project and we have been working closely with our Manufacturers to get all of the appropriate material in to complete her Install on the 11th of September. We are making every effort to complete her install despite delays on our part and on our
distributors
Window World of Richmond has reached out to the customer to follow up on the installation from September 11,

Contract was signed on March 23, and we installed within two weeks on April 7, 2015. During the initial three attempts to finish the wrapping and caulking we encountered rain delays which did not allow us to permit us to finish the work which homeowners know we can't complete this in that
weather and is stated on the back of their contract*** reached out to reschedule with the customer after each delay; the crew did attempt to knock after completing the job to get the completion certificate signed and called in to *** when they got no answer. Ripped screens are covered under Warranty as *** tried to explain when she tried collecting a partial balance on the job, all crews are trained to and have re screening material on their trucks to fix these issues as they see them when out at the homeowner's propertyIt is not Window World's policy to fix one screen and then leave two others damaged. Prior to even coming to a resolution with our company he hung up on *** threatening us with a Revdex.com complaint

Scheduling Problem
Warning:  Don't let Window World (WW) schedule an installation for the Friday afternoon before a weekend or, worse, before a 3-day weekend as happened in my caseWW requires you to remove all blinds/curtains and move furniture etc to provide three feet in front of all windows.  Obviously this has a negative impact on the usage of your house.  In my case, I was scheduled to have new windows installed on the Friday afternoon before Christmas and, even though I questioned their ability to meet that schedule, I accepted the appointment and made all the required changes based upon their assurance that there wouldn't be a problem.  There was a problem and the installation had to be rescheduled for the next Tuesday:  a 4-day slippage.  This caused me to cancel a Christmas party and Christmas dinner impacting multiple families.  They did show up on Tuesday morning and, after a quick inspection, did a good jobBased upon their failure to properly manage installation schedules, if you decide to go with WW make sure you schedule the installation on a morning to ensure you're the first to have the work done on that day.  Could there be delays caused by the weather or other scheduled jobs, sure, but you don't want to incur a 4-day delay similar to what happened to me.  Stay away from afternoons:  especially Friday afternoons

rgb(34, 34, 34)">***, I tried to send my response via my cell phone but it didn’t work
Window World did not provide a resolution
And the *** they provided only proves my point….the windows were not installed correctlyFirst paragraph #Flashing of the window is recommended. I guess it is the same as what they call wrapping the window (WW)
#3. When using flashing apply the bottom piece before installing the window…..flashing must be rated to meet ASTM D-hour water resistance test (see *** pictures…it shows no flashing/wrapping was used before windows were installed)
#4. Apply a continuous bead of premium grade, compatible exterior sealant to the interior (backside) of the nail fin near the outside edge in line with the pre-punched holes on all sides prior to setting the window into the rough opening. (didn’t happen)
#8. Apply sealant over exposed fasteners heads, any unused slots and the outside edge of the nail fin……note: sill flashing should have been applied prior to installing the window. (see *** pictures)
Today, I called window world to check the status of the remaining items that need to be finished, only to find out that the young lady who was helping me no longer works there. According to *** she had been trying to call me. I was told again that the sashes will be installed tomorrow around noon. Also the guys will be back out next week to finish the siding
An order was just placed today for the trim that I ordered back in September
I have received apologizes
Below is my resolution list:
1. Window sashes installed correctly
2. Window trim done
3. Siding completed4. Door frames completed5. A monetary reimbursement for everything I paid for……… that should have happen…..but didn’t6. And a written guarantee from Window World that they will pay for any future problems that may arise…..because the necessary/very important steps were missed while installing my windows7. Reimbursement for materials used (my contractors lumber) by the window installers
All you have to do is look at the pictures….it shows how the windows/my house was left exposed to the winter weather for over a month

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, 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,
*** *** In response to my earlier complaint to Better Business concerning Window World and the day allowance period to getting back to the Revdex.comI hadn't gotten any acknowledgement from Window World except a phone call saying someone would be out, period....Then the notification since BB hadn't heard from me, the case was considered closed.First of all, the response from Window World was a misleading as my original contact with THEM was to inquire about putting new windows in my sunroom NOT about my shuttersIn the course of original conversation, I was asked what prompted me to CALL Window World and that's when I told them about my previous introduction by the installation of shutters in previous yearsThen the focus was brought into play about the fading of shutters and my being informed of Life Time Warranty on replacementI was surprised when the young lady agreed on their fading as she was scanning the house through internet hook-upThen appointment was made for *** *** to come out to do introduction of new window installation information plus make a visual of shuttersThen came the numerous back and forth of men coming out to measure shutters with one episode where the guy said he had to come back because he wasn't informed that the house was storied and a bathroom window was too high for him to measure.A gentleman did come out this PAST Thursday the 17th of March and now a problem with matching up the screws with the present shutters might possibly transpire with a complete replacement of ALL the shutters AGAINHe did take one of the shutters to match colorsAgain, communication is a major problem, although I felt reassured in talking with this last gentleman, as he gave the impression HE knew what he was talking about and knew what to do to resolve the problemSo that's where I am now*** ** ***

Window World did not even call me to say they were coming to my houseThis was in February and I gave them my deposit in October of The gentleman who called spoke broken English, he asked if they could get started until I got homeI said yes and said the siding was for the back of the house for the enclosed porchWhen I arrived, the workers were on the side of my house about to take down the wood! Window World did not give these men a diagram or instructions of where to put the siding I called the salesman and he said, since I was upset, he would come out at the end of the day to check the workHe never showedPretty awful customer service all around

We have Installed Mrs***'s sashes. Customer Service and Communication internally and to our customers is something our office is striving to be more efficient at. Window World apologizes for the time we took to respond to Mrs***'s warranty claim and look forward to regain
the service she experienced in the past

Revdex.com:
Please note as stated in my original notice I had been trying to resolve this since February - the initial call was with Laurie who said it would be taken care of within weeks. Then several calls to *** that after a point weren't returned, one that said she would call back that day and then I went into a black hole again. Bottom line until I got the Revdex.com involved nothing was happening - no communicationOnce I involved the Revdex.com, Window World returned my call and replaced the window. Without Revdex.com assistance I don't know if or when it would have been completed
The window has been replaced in reference to complaint ID***, my Condo HOA Complaint against me not getting the window replaced has been closed I consider the issue closed but would not recommend Window World to anyone shopping for replacement windows due to their service failure
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your
reference, details of the offer I reviewed appear belowThey have come out to look at it before but never come back to fix itOnce they fix the problem, I will be happy to close the case
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

We have since mailed the warranty out to the new homeowner. The realtor contacted *** *** who works here and we are attempting to schedule the sash install as they were ordered. There was a delay in us mailing out the Certificate of Warranty Transfer to the new homeowner and we
are going to and do hold true to our lifetime warranty. We should not have put *** *** in such an awkward position while selling her home.At this time we are working with the realtor to schedule a sash install with the new homeowner

Revdex.com spoke with the businessThis installation has since been finished and completed correctly for this customerDelays were caused by issues with the factory around the holidays

The***, *** ***, spoke to *** *** on Monday and agreed to reorder the window as a slider instead of the casement. The slider was reordered on Monday 6/23. As soon as we receive the slider window, we will install the window for *** ***. The contract states that
the window purchased was a casement, crank out style window but as always, we want our customers happy and won't stop till they are

We have Installed Mrs***'s sashes. Customer Service and Communication internally and to our customers is something our office is striving to be more efficient at. Window World apologizes for the time we took to respond to Mrs***'s warranty claim and look forward to regain the
service she experienced in the past

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
The customer contacted Revdex.com and said this has been taken care of

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***