Window World of Richmond

[redacted] and his crew did a wonderful job installing the windows. We were very pleased with the results!!

Unfortunately we did not have the sliding glass door in; we had shown it on our bill of lading and had a packing slip for it.  It should have been communicated by someone from the office staff and not the installers to ensure the customer would have been comfortable with us only going to the...

window installation and coming back out to do the sliding glass door once we had confirmation of it coming into the warehouse from our manufacturer. We should have been more considerate in following up on the unfinished work on the window install.[redacted] received the phone call from [redacted] in regards to door not being enroute to her house and asked if it was okay to proceed with the install and told her it would be a four week lead time on the door arriving. We did stay in contact with her in regards to the door arriving and pre-scheduled her based on the factories estimated arrival time to us. She is currently scheduled for install based on that time and we are going to stay in closer contact and open the lines of communication between the office staff and the customer with any future installs.

We recently had Window World install new windows throughout our home. We had excellent service from the Sales Representive, [redacted] to the installers. I would highly recommend their company to anyone.

Revdex.com spoke with the business this has been resolved directly with the customer.

Hello,
I opened a complaint against Window World of Richmond on 9/12/14 (#[redacted]). The company resolved the matter by completing the work and issuing a refund. Is there anything I need to do on my end to close it?Thank you,
[redacted]
Revdex.com:
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. If the company does not perform as promised I can get back to you at: [redacted].

[redacted], I tried to send my...

response via my cell phone but it didn’t work. Window World did not provide a resolution. And the [redacted] they provided only proves my point….the windows were not installed correctly.First paragraph #1. 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-779. 24 hour water resistance test  (see [redacted] pictures…it shows no flashing/wrapping was used before windows were installed)#4.  Apply a continuous 3.9 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 [redacted] 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 [redacted] 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 2014. I have received apologizes. Below is my resolution list:1.       Window sashes installed correctly2.       Window trim done3.       Siding completed.4.       Door frames completed.5.       A monetary reimbursement for everything I paid for……… that should have happen…..but didn’t.6.       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 windows.7.       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.

The [redacted] documents explain the process of the Window Installation and the specifications on our manufacturers window screws.  Our crews will often leave the interior casing for our customers in the event that they need to re-purpose the wood for another project.

This issue was resolved on November 16th. This issue was a non contracted item.

[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 [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. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

The consumer called the Revdex.com and stated that complaint has been resolved.
Revdex.com:
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. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Mr. [redacted] contacted us two days after we had scheduled the appointment with his wife to go out and apply the glass material to the homeowner's picture windows.  We explained to Mr. [redacted] that we had already scheduled an appointment with his wife when he called to ask us when we were going to...

be completing his job. Our install manager had been in contact with the homeowner's wife during this process on coordinating the installs.

Revdex.com:
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,
[redacted]
[redacted],who identified himself as the president of Window World, called me as he states.  He offered to reorder the window as a CRANK window instead of a slider.  He also told me he would
not collect the rest of the amount I owe for the window because he wants to see his customers happy.  He apologized for his staff's failure to respond to my e-Mails. 
He told me to expect a telephone call from him on Wednesday June 25th and installation of the new CRANK window on Saturday, June 28th.  I have not received a phone call from [redacted] since his initial phone call.  The window has not been installed.  I have not received any written communications from [redacted].  My two initial requests remain unaddressed; order a CRANK window to replace the window the vendor broke and schedule the installation of the window.

We did set up an initial install with [redacted] in which we did not complete but did drop some of her windows off. We then rescheduled for a Saturday appointment that we again missed.  She was generous enough to let us install her windows in which we left her shutters down on her home,[redacted]...

offered her a discount for the disregard of her time and as she stated would not set up a service until the balance was paid.  The day of the service it rained and the appointment was cancelled with no phone call from us, we sent a service crew out who did not perform to our satisfaction nor [redacted]'s satisfaction, we were able to get someone out there quickly and have since finished the job. I have reached out to [redacted] to make sure that she is satisified for the time wasted getting her windows in stalled and the frustration what appeared to be an apparent disregard to her time.  We would love for to be a part of the Window World family and use her warranty with us.

Unfortunately, Window World does not have any record of [redacted] calling until [redacted] spoke with her on May 16, 2014.  Once [redacted] spoke with [redacted], the replacement window was ordered. It arrived on June 6, 2014.  On June 10th, [redacted] left [redacted] a voicemail to schedule the...

installation. [redacted] returned her call and on June 13th, 2014, our service technician installed the window.  We do apologize to [redacted] for the length of time it has taken to get a simple warranty replacement.

On December 18th, we sent an installer to replace a sash for **. & [redacted]. When the installer arrived he realized that there were more issues to repair than just a sash.  He reported that 2 mechanisms and 2 locks needed to be replaced as well.  The order was placed for the...

items.  With the holiday season, it did take longer to arrive than the typical time. The items arrived the beginning of February.  Window World did not contact the customer in a timely fashion.  [redacted] called in March and was scheduled for March 25th for the install.  On March 25th, it was raining, the installation could not be completed. We rescheduled for April 5th.  On April 5th, the installers went to load the window and it was broken, which sometimes happens with replacement pieces, because they aren't as strong as a whole window.  It has taken quite some time to receive the new replacement window but we have received it and it is all in one piece.[redacted], has spoken with [redacted] and scheduled the installation of 2 crank mechanisms and the sash on May 22nd.  Window World understands this has been a frustrating experience for [redacted] and would like to resolve the situation.

[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[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. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]After 12 months and a Revdex.com complaint filing Window World has finally completed the work that they were contracted to do in May of 2013.  I am satisfied with the outcome but completed unsatisfied with the company and the process over the last year.

Revdex.com: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] Virginia does not require permits or inspections for replacement window or for residing a house. Thanks[redacted] 
[redacted]
[redacted]
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[redacted]    [redacted]
[redacted]  [redacted]
[redacted]       [redacted]

[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 [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. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

[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:
Window World did send out a handyman to put my shutters back up and fix the caulking on 6 windows. I am closing the issue because I need to move on as I started this process four months ago, but it doesn't change the fact that this experience was horrible in that I was stood up three times, it took four trips and therefore four disruptions of my life for Window World to complete one job, I personally had to clean up glass inside and outside my house and most of the windows were smudged and I have to clean them and the discount I was provided for my inconvenience is insulting. I hope they use my experience as an impetus to improve their communications with customers and implement a no tolerance policy for not showing up for install dates without advance communication with the customer.  I think they should also take a good look at their scheduling because my impression is that the crews are over scheduled and therefore don't show on time, rush when they get there and the rushing therefore creates issues that have to be resolved with yet another service call.  [redacted]

[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 [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. If the company does not perform as promised I can get back to you at[redacted]
Regards,
[redacted]