Window World Of The Capital District

Revdex.com received the below statement from the company last weekPlease provide Revdex.com an update to your complaint - did you and the company reach a resolution? Window World and *** *** are currently in the process of coming to a resolution

December 30, 2014RE: *** * ***To whom it may concern:In regards to complaint number *** for *** ***, Window world doesaccept the responsibility of canceling the original install date of November 1, 201th duethe installer reporting out due to a death in his familyWe then canceled
again onNovember 8th and the 26th to the bad weather and the installers reporting out due to theweatherI contacted the customer first thing in the morning canceling the installIcontacted the customer that same day and rescheduled for December 4th per thecustomer's request for that install dateAll installs for both days were canceled due tothe weather and our office closed early on the 26thIt had nothing to do with the factthat it was the day before ThanksgivingThe windows were installed on December 4,and a $credit was given off the final balancePer the contract signed bythe customer it is 8-weeks for us to have the windows made and then days forus to complete the installationWe are well within the limits of the contractPlease feelfree to contact me any further information is required.Cordially,*** ***Install ManagerWindow World of the Capital District

December 30, 2014RE: *** * ***To whom it may concern:In regards to complaint number *** for *** ***, Window world doesaccept the responsibility of canceling the original install date of November 26, dueto the bad weather and the installers reporting out due to the weatherI
contacted thecustomer first thing in the morning canceling the install and the customer stated that shewas happy that it was canceled so that she would be able to run a few errands beforethe snow really hit All' installs for that day were canceled due to the weather and ouroffice closed earlyIt had nothing to do with the fact that it was the day beforeThanksgivingCustomer was called and rescheduled per her request for a SaturdayinstallThe windows were installed on December 20, and as of yet the balancehas not been paidPer the contract signed by the customer it is 8-weeks for us tohave the windows made and then days for us to complete the installationWe arewell within the limits of the contractPlease feel free to contact me any furtherinformation is required.Cordially,*** ***Install ManagerWindow World of the Capital District

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. Unfortunately, Window World is misrepresenting the historic guidelines in my community. While it is true that any modifications to the house must get approval from a committee (not unlike working with a Homeowners Association or other Neighborhood group), the process does not prevent the installation of the window. Merely, it requires the homeowner (myself) or the contractor (Window World) to apply for a permit. I communicated quite clearly to the business that I had spoken to the committee and was prepared to get a permit (extra details: the window is in the back of the house and replacing that with a vinyl window is fairly routine business). The business did not want to deal with the "hassle". [redacted], another large retailer, provided a quote for replacing the window and based on their experience did not expect to have an issue working to secure a permit.  I believe that refusing to honor a clearly advertised service because it might be a hassle is false advertising. Regards, [redacted]

In response to Mr. [redacted]’s complaint, Window World has made every attempt to satisfy and resolve his concerns. With the owner and manufacturing rep meeting with the customer, the condensation is a result of high humidity in the home versus the outside temperature. That is not a defect in the...

product.Attached is a list of correspondence between Window World and the customer, as well as a handful of articles that explain condensation and how to control humidity in the home. The customer has been advised of how to control or prevent condensation in their home and have been given a Condensation Booklet from the manufacturer. Many times in this type of situation it is difficult to understand how humidity works – because of the low temperatures and humidity being classified as “high” in the middle of winter. New vinyl replacement windows must have an air infiltration to allow expansion and contraction – however they are more than likely to be “tighter” or have a better seal than the original windows, especially if the windows removed were of a more porous material such as wood. Either being wood windows before or a lower quality window, there is more room for moisture to escape. With these windows, because there is lower tolerance for moisture to escape – humidity causes condensation and it is now visible on the windows. With the frigid temperatures the northeast experiences, especially in 2013-14 and 2014-15 the condensation freezes on the panes and produces an ice build up. We have submitted the same response to the complaint the [redacted]'s also filed with the Division of Consumer Protection.

I received this complaint Oct 24, 2015. In response, this is a rare circumstance. The estimates Window World provides are specific to Window World products and services. Unfortunately we were unable to assist her in the project requested due to the historic district guidelines the property is...

located in. Window World's products are not approved by the Historic District in her city. We apologize she was not notified at the time of setting the estimate, however is it the homeowners responsibility to ensure the product is approved in his/her districts/associations.  Please let me know if you have any questions. Thanks!  Kim

Window World has been in communication with the customer to address his concerns. As of February 8, 2016, the customer declined Window World's proposal to resolve his concerns. The customer is seeking resolution to exterior painting (that has expired it's warranty and was a condition we accepted in...

order to help on the windows and siding portion of his project), as well as resolution to "leaking gutters" (which we have inspected several times and is a leak from the roof, not the gutters. Futhermore, his leaf defier was something he purchased on his own and is not compatible with our gutter product.) The offer Window World extended to him was generous considering the extensive project, however cannot be resolved without attention or responsibility from both parties. Window World offers a full warranty on our products and remains to hear back from the customer to resolve his concerns. Thank you!  Kim

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.
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.2/08/2015Dear Revdex.com,Complaint # [redacted]In reference to Window Worlds response:They have not tried to contact me to date to install the 2 correct windows. I have notreceived anything in the mail from them and I have not received any phone calls fromthem as I am always home. By chance if! am not home I have an answering machinewhere they could leave a message. I'm unsure why they would have fired the installer fornot collecting any money from me do to the job not being completed even the sales mantold me that with what I gave him for a down payment that I would not owe anymoremoney until the job was complete. Maybe the salesman should have been fired formeasuring the windows incorrectly in the first place or maybe the install manager shouldbe fired for stating they have been trying to contact me when they have not and the factthat she states they have the 2 corrected windows to be installed and then states the filewas presented as complete. That to me is contradicting. In her response to contacting meto offer a discount I have already over paid for the 2 windows that were actually installed.Obviously Window World is having issues due to not seeing anything on the televisionadvertising anymore. Now when they finally do contact me to install my 2 last windowsthey will be trucking all there stuff through 3 foot of snow because I am not shoveling forthem. Again this all could have been avoided if the windows were measured correctly inthe first place by the salesman.Thank you,[redacted]

RE: ID [redacted]
My mother, [redacted], is requesting a 10% discount on the price of her windows - $242.00.  Her address is [redacted] East Greenbush, NY 12061. She can be reached on her cell phone at [redacted]-[redacted]. If for some reason she does not answer, please hang up and try again...

later (she does not know how to access her voice mail messages).  Thank you

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. 
Regards,
[redacted]

Hi [redacted]. An update to [redacted] - our service technician went out yesterday and permanently attached the casement handles for Mrs. [redacted] to be able to turn. She has now signed off on completion and paiud her balance. We are continuing to find alternate solutions however the account is now considered resolved. Thanks! [redacted] Window World of the Capital District

Revdex.com spoke with [redacted] at Window World and she stated that Window World will be going out tomorrow as the customer wishes to show us the issues he is having with the windows and try to confirm what is going on and create a punch list.

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.
That response is inaccurate.  In fact it was not even a Wednesday, it was schedule for Tuesday, Oct. 21 with 12-2 arrival time.  On that morning at precisely 6:10am I called the office before I left for work and left a message
on their answering service that I needed to cancel the appointment.  At 11:45am I missed a phone call from the installer. I returned the phone call at 11:53am and talk with him.  He said the office did not relay that message
to him. The statement that said "I forgot" is an absolute lie.  Apart from the inaccuracy of their records, it was pouring rain on that day and the installer said he thought that was the reason I was not there.  So the  job was not 
going to have been completed anyway that day, but he still showed up even though it was raining?  That must be the canceling due to rain their talking about? Phone records are available to validate this and a google search 
for the weather on Oct. 21 can be done.  On two occasions it was the installer who was a no show, due to being double booked, at least according to him.  Just needed set the record straight there.  This is just another reason
to add to the list of why I will never be one of their customers again. (Blame the customer instead of taking full responsibility.)  This is really unfortunate, because they do have good prices as a company.  In fact we also received
a quote from Window World for vinyl siding which was better than the two other companies we received quotes from and we were mostly like going to hire them for that.  After this experience though I don't see that
happening, unfortunately. On the positive side, the installer seemed to be a nice guy and the windows look good. I am glad the job is finally finished.
 
Regards,
[redacted]

November 8, 2014
RE: [redacted]
To whom it may concern:
In regards to complaint number [redacted] for Mr. [redacted] ( [redacted]), Window world does accept the responsibility of not being able to wrap the first
set of windows because of rain. However, the customer was...

rescheduled for an
appointment with a 12-2 arrival time on a Wednesday afternoon and it was confirmed
with Mr. [redacted]. The installation crew arrived to find that Mr. [redacted] was not at the
church. The crew waited half an hour for his arrival and contacted the office of Window
World to inform them of the no show. The installer called the number on the paperwork
for Mr. [redacted], and was told that he forgot and had other things to do. We were
unable to install the second set of windows at that time and complete the wrapping of
the first install. Since then , we did have to cancel again due to rain. The installer did
come on a Sunday earlier than scheduled. He has been reprimanded for this action. At
this point in time, the install of both sets of windows and all wrapping has been
completed. I have applied a discount to the final payment. Please feel free to contact
me if any further information is required .
Sincerely, 
[redacted]
Install Manager
Window World of the Capital District

March 19, 2015RE: [redacted] contract [redacted] Revdex.comIn response to the Revdex.com complaint regarding [redacted], the contract with Mrs.[redacted] was for 5 casement windows, not a bay. The contract was signed October 16,2014 - at that time we were 12-16 weeks out on the schedule however were able toschedule Mrs. [redacted]'s installation within 8 weeks of contract. The first cancellation wasdue to inclement weather. It was rescheduled for the following week, at that time it wasinstalled and completed. Per the request of the homeowner and her daughters, WindowWorld has been out five times in the past 2 months to try and bring some resolution tocrank handles she was having difficulty in turning.A promised phone call to the customer per her daughter was made after speaking withthe manufacturer to confirm any alternative options for her mother - upon advising herthe manufacturer does not carry any additional options for handles to make turning themeasier, an attempt to close her account was made. The customer is now three monthsdelinquent in paying her remaining balance. Invoices were mailed per the customersrequest.As of today, we have scheduled another visit with our technician out to make the handlefixed instead of able to close and fold back into place when not in use. Other than thisattempt, we have no other resolutions to adjusting the handle to ease turning.In conversations with the homeowner and her daughters, Window World has notreferenced her age or being elderly - this has been stated many times from herdaughters. In regards to the desired settlement, the product was shown at the time ofcontract and available to see in our local showroom ... although the customer hasdifficulty turning the handles, we have exhausted all avenues with the manufacturer inany alternatives we may have to make them easier to turn for her. Unfortunately there isno compensation for a customer's dissatisfaction of the product as originally contractedand completed, as these are custom products specific to a contracted agreement.Window World has installed the agreed upon products.Sincerely, [redacted]Window World Capital District###-###-####

November 17, 2014
RE: [redacted] & [redacted]
To whom it may concern:
Per the dispute for [redacted] and [redacted], account number [redacted], please find
the attached and following information.
I can provide a list of the install and service appointments that we have completed for
the customer. We...

were recently there on 9/16/14 to install the corner posts and the rest
of the skirting. My installer has gone above and beyond what was needed each and
every time he is at the [redacted]'s home. Mrs. [redacted], always comes out with a list of things
she wants done. Most of which have nothing to do with the install of her siding,
windows or shutters. I also had my installer that does the gutters go out per the [redacted]'s
request regarding a leak on the roof and he stated that the leak was not caused by
anything that window world had done. Also Mrs. [redacted] had made the comment to
myself and installer that she just wants the owner of Window World to just buy the trailer
and be done with it. Mrs. [redacted] has called here several times yelling and very
demanding of what she wants and threating to call the TV station WRGB Channel 6
(local TV News). She also has called the Managing Partner, [redacted], very nasty and
derogatory names.
The owner of Window World, [redacted] has gone out there and developed a Punch
List of what Mrs. [redacted] needed to have done, and we have completed on many
scheduled service calls. Mrs. [redacted] also requested reimbursement for the skirting and
shipping charges, and we have already complied with that request.
Please feel free to contact [redacted] or myself if you have any questions or need
further documents.
Sincerely,
[redacted]
Install Manager
Window World of the Capital District

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.The window installation took 4 months to complete....how could the 'customer' be three months delinquent in paying her remaining balance. One invoice was mailed. Again, misrepersentation on behalf of the company. A representation from the company came out this morning to adjust the handles and they seem to be working.
Regards,[redacted]

Unfortunately I have been out of the country, and did not have a chance to read the response.  The response received does not address the issues.  Window World is making false statements, and unfortunately Revdex.com closes things "satisfactorily" without input from the client.  If you sent the request in in April, and allowed Window World 45 days to respond, I think it is only fair that you also allow the other party similar time to respond.  THe response from Window World was received on June 1, you closed it on June 9?Bottom line - you are receiving a "canned" response, designed to close this.  The complaint was launched in April - why is Window World addressing issues dated in February?  Point by point, Window World did not resolve any of the issues listed.  NONE... yet you have this closed.  We will go ahead and take this to Court... but you have to remember what your purpose is, and what your role is in supporting customers against businesses that are abusive in their treatment of the customers.

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.  [redacted], Handler ext#[redacted],     Thank you for this response.  I will contact Window World toarrange the repair to the window, "at no cost";which I have never heard before.  Hopefully, this will be resolvedwithin 5 days, and I will advise Revdex.com the outcome.     Thank you for your assistance      Sincerely,      [redacted]