Window World of Tri State Area

Review: I had 14 windows installed. I noticed the 3 front windows are unfinished in the front of the house and 2 of the windows have been cut leaving the interir wood grain molding with a white color. In addition, the windows were cut uneven and slanted looking very choppy and unprofessional. I contacted several window companies who said the wood they used to frame the windows should have been cut if needed not the actual top side parts of the actual windows. I requested two new windows, refund for cost of the two windows including cost I paid extra for interior wood grain, or complete repair of product. I was told no to all three options. The total cost was over $6000.00 dollars for the project. I contacted three window companies to confirm that my windows did not have to be altered and cut during the installation process. The windows were smaller than the opening and wood frame was added on both sides of the opening so the wood should have been cut if needed not my custome colored windows.Desired Settlement: I want a refund for damaged and unfinsihed parts of the job, and/or full replacement with complete work. I had 14 windows installed. I noticed the 3 front windows are unfinished in the front of the house and 2 of the windows have been cut leaving the interir wood grain molding with a white color. In addition, the windows were cut uneven and slanted looking very choppy and unprofessional. I contacted several window companies who said the wood they used to frame the windows should have been cut if needed not the actual top side parts of the actual windows. I requested two new windows, refund for cost of the two windows including cost I paid extra for interior wood grain, or complete repair of product. I was told no to all three options. The total cost was over $6000.00 dollars for the project. I reached out to Window World numerous times on 7/10/13 and 7/11/13 before contacting Revdex.com.

Business

Response:

We have received [redacted]. [redacted]’s complaint and regret that she

believes the windows are unfinished. We

have spoken with [redacted]. [redacted] on numerous occasions to resolve the issue and are

willing to continue to work with her to resolve the issue.

We charged for and installed a custom buck frame to allow

installation of the 3 window mull in the front of the home. We advised [redacted]. [redacted] before the sale that

interior trim would be required on this opening to finish the interior. We offered to add the cost for interior trim to

the contract and [redacted]. [redacted] declined and advised that she had a contractor that

would finish the interior trim.

We have installed the buck frame and windows as agreed. The window frames were trimmed less than 1/8”

to allow them to be installed in the opening because the existing openings were

out-of-square. This trimming exposed the

underlying white color that [redacted]. [redacted] refers to. This in no way affects the performance or

integrity of the window and is common practice during installation. This edge of the window will and should be

covered with interior trim to appear finished, as explained to [redacted]. [redacted] during

the sale.

[redacted]. [redacted] advised us that she was disputing the $329 balance

that was paid on her credit card because the windows were unfinished. We reminded [redacted]. [redacted] of our previous

agreement relative to the interior trim.

[redacted]. [redacted] advised that she had fired her contractor and did not have

anyone to install the trim. We offered

to install the trim for $100. [redacted]. [redacted]

agreed and scheduled a date for the work to be performed. [redacted]. [redacted] then called back twice to

reschedule. At last contact and after

further complaint from [redacted]. [redacted], we offered to install the trim at no charge,

as an accommodation, and [redacted]. [redacted] advised she would call back to schedule a

time. She has not contacted us again to

reschedule. We are willing to install

the interior trim, as offered, as soon as [redacted]. [redacted] will schedule a date for us

to perform the work.

We contend that the windows are installed correctly and professionally,

and that [redacted]. [redacted] was fully aware of the required trim to make the

installation appear finished.

Regardless, we have offered to install the trim at no charge, as an

accommodation, and expect [redacted]. [redacted] to pay the remaining $329 balance as agreed

in our contract.

We want [redacted]. [redacted] to know that we value her as a customer

and appreciate her business. We are

anxious, willing, and able to quickly resolve her complaint and look forward to

a call from her to schedule the work.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Bob from Window World offer for me to pay him an additional $100 to cover the trim that had been cut. I have pictures of the damages to my windows and the custom interior. You cannot repair cuts in the custom woood grain finish or the cuts on a jagged slant to my windows. Bob later offered to cover the damage with trim for free but still this does not compensate me for damage product I paid extra for. I told Bob he could come out last Wed and we can possibly work it out but I did not here from him until Thursday leaving a message asking for $329. The damage wood grain cost me $180. The 2 damaged windows cost me $400 not including labor. I think paying $5700.00 is more than fair until this matter is resolved.

Regards,

Business

Response:

We received [redacted]. [redacted] rejection to our response. We regret that she does not accept our

explanation of the finished installation.

As stated in our initial response, we continue to contend that the windows

are installed completely and professionally and that the windows are not “damaged”

as [redacted]. [redacted] states. However, in the

spirit of good customer service, we do want [redacted]. [redacted] to be satisfied with the

final outcome of the job. Therefore, we

are willing to continue to work with [redacted]. [redacted] toward a final satisfactory resolution.

Toward that end, we are willing to offer [redacted]. [redacted] two

options:

1) We

will reorder and replace the 2 window frames that [redacted]. [redacted] claims are damaged

and complete the interior trim at no charge.

OR

2) We will waive the remaining $329 balance and

[redacted]. [redacted] can accept the windows “as-is” with full manufacturers warranty in

place and have a contractor of her choice complete the interior trim as we had

originally agreed prior to the sale.

We trust one of these options will be acceptable to [redacted].

[redacted]. We will move quickly to enact

whichever of the two options [redacted]. [redacted] prefers.

Again, we want [redacted]. [redacted] to know that we value her as a customer and

appreciate her business. We look forward

to her acceptance and the satisfactory completion of her job.

Consumer

Response:

[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.]

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,