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WindowWorks, Inc.

Additional Locations

Phone: (708) 844-8889 Fax: (630) 312-8584 570 E North Frontage Rd, Bolingbrook, IL 60440 View Additional Email Addresses http://www.mywindowworks.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that WindowWorks, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for WindowWorks, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 40 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

40 complaints closed with BBB in last 3 years | 11 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 9
Delivery Issues 4
Guarantee/Warranty Issues 9
Problems with Product/Service 17
Total Closed Complaints 40

Customer Reviews Summary Read customer reviews

64 Customer Reviews on WindowWorks, Inc.
Customer Experience Total Customer Reviews
Positive Experience 50
Neutral Experience 0
Negative Experience 14
Total Customer Reviews 64

Additional Information

BBB file opened: December 05, 2012 Business started: 01/01/1996 Business started locally: 01/01/1996 Business incorporated 04/07/2008 in IL
Type of Entity

Corporation

Business Management
Mr. Ron Varek, Operations Manager Mr. Ron Bizeau, Director of Field Operations Gina Casale, Director of Office Production Ms. Colleen Durkin, President Ms. Kathy Manz, Office Manager Mr. Doug Stein, Vice President
Contact Information
Principal: Mr. Ron Varek, Operations Manager
Business Category

Windows - Installation & Service Door Frames Doors Doors - Patio Doors - Installation Doors - Vinyl Doors - Cellar/Basement/Bilco Storm Windows & Doors Windows Windows - Wells & Covers Windows - Wood Windows - Vinyl Windows - Egress Storm Windows & Doors - Repair Windows - Repairing Soffit & Fascia Doors - Repair Gutters & Downspouts Contractors - Gutters Siding Contractors Construction & Remodeling Services Finish Carpentry Contractors (NAICS: 238350)


Customer Review Rating plus BBB Rating Summary

WindowWorks, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 2035 S Arlington Heights Rd Ste 113

    Arlington Heights, IL 60005

  • 570 E North Frontage Rd

    Bolingbrook, IL 60440

  • 7840 W 159th St

    Orland Park, IL 60462

  • 8056 186th St

    Tinley Park, IL 60487 (708) 844-8889

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/26/2016 Problems with Product/Service | Complaint Details Unavailable
1/22/2016 Billing/Collection Issues | Complaint Details Unavailable
1/2/2016 Delivery Issues | Complaint Details Unavailable
12/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We hire this company to install a living room window and when they send someone to measure the window they didn't notice that the current window has 2/4 that sustain the roof so when they come to install it they couldnt. When i start calling them they were very rude, the sale person(**** ****) that came by our house to sell the product hang up on me because he doesn't want to get yelled at and they were not very helpful about all this situation. the person that come to measure the window should be a trained person that knows all these things, he took out the molding and left all the needles out and my son was playing with it, he didn't say anything.i have picture that shows once the molding is out you can see the 2/4...Now i was trying to get some sort of discount for all this HUGE inconvenience that they created so I called the sale manager to discuss all this, first I called on Monday ,11.09.15 and he was suppose to call me back by the end of the day which he didn't, I had to call back Wednesday for him. He did call me back but i couldn't take the phone call , he called me back 11.13.15 and he was very rude , first its my fault that i " bough a junk of a house" , that whoever build the house shouldn't have built it that way. How can you say to someone that they bough a junk of a house? Does he know anything about me? and i was very nice, and then he start yelling about not giving us no discount because he had to eat up the cost for the initial window and because is our fault , apparently the 2/4 is our fault cause we bought a junk of a house , he's going to take it to legal department . How can you treat people that way? and be so rude? it was such a stretch for us to buy this window( already paid $850, $2000 more to give them) and they treat people this way? Because of people like us they have a job .I hung up on his now, he has no right of threatening me. he said that i won't see a penny from him....If he would have been smart he would have giving us $100-200 for all this mess and we would have been happy...But to treat people this way its just not right. I have a small baby and he's playing in the living room and we can feel the wind blowing through the window.( when they came to install it they remove it until they notice it won't fit because of the 2/4 so they put everything back). I don't think they handle the problem very well, I admit i was pretty mad when they came to install the window( i had to take off from work to be home, pay someone to came and help me clean my house after the window was install, now the furnace is running all the time because all heat is going out) but i didn't swear i just raise my voice. Rob the manager that i spoke today about my junk house , they only think about their cost but they don;t think about our costs....he said that they will install the initial window, so they don't think about our safety( if they remove the 2/4, the roof will collapse) even though they took out a permit for this job, so they don't want to go by code .he said that our conversation is recorded so you can ask and see for yourself the way he threatening.We've been waiting for this window since September so i do think that something for the inconvenience he should have giving us.I told him that I would file a complain and he said he doesn't care and since i want to file for a complain he will take it to the legal department .

Desired Settlement: 1.We want for them to do the job right not to install the initial window like he said he would and the house to collapse on us, i have a small baby and people don't care apparently if we are safe or not. 2. I want a billing adjustment for all this HUGE inconvenience that they create it for us.

Business Response:

We are working on this complaint and have talked to the customer. Does the new complaint format contain a due date?

Thank you,

 

******* ****

Assistant to the Director of Operations

WindowWorks, Tiger Bath Solutions, Homewerks

570 E North Frontage Rd

Bolingbrook, IL  60440

************ Direct Line

************ Main Line

************ Fax

Like the service you have recieved? Share your experience!

Please go to **********.com/Review/******* to grade the quality of our work!

Business Response:

Windowworks spoke to the customer with regard to her complaints. We remade her window and sent her a check for $200 for her inconvenience.

 

 


Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ********

12/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I originally signed my contract on 06/18/2015 for purchase of windows, front door, and a patio door. My sales person was sales manager **** ** First problem went wrong when Jeff called me on almost a month later to tell me the door I originally purchased was no longer in production and I had to choose a new door. He gave me the options for doors I can choose from and we choose the Bellflower with the 2/3 glass. After having a tentative date for installation of 6-12 weeks from 06/18/2015, that date has come and gone I called to find out that my order still has not come on. I was the one always calling them to check on my order, after excuse and excuse sales manager Jim got involved, after explaining to him all the problems that have occurred to the first time I talked to him he issued a credit of $1000.00 for all the inconvenience. Now its finally installation date we find out that the way the windows where suppose to sit in my opening was not the way Jeff explained it to me, the windows where going to come into the house drywall opening more than expected, not allowing me to use my window treatments any more, then they open the packaging to the door, its the wrong door, so after pushing back my installation date almost a month to wait for the door its the wrong one. I contact Jim about the issue, his resolution keep the door and they eat the price of the door or wait an additional 2 months for the door we ordered. At this point we didn't want to wait an additional 2 months for the new door and we settled for what's was delivered. As the windows where being installed we noticed that 2 windows had the wrong count for grids. One window had 6 grids on the sash and the other had 8. I had 2 windows like this window with e-coating scratches, where is the quality control. After all this back and forth trying to resolve that issues with the windows I was emailing Jim and calling him with no response. So the icing on the cake 2 of my windows seals have failed and I have condensation in between the window panes. on November 09, 2015 I once again called to speak to Jim as he told me any issues I have with any of Window Works products go to him. How is that 1 month old windows seals are no good. I finally demanded to speak to Jims manager which I find out is Tom. *** calls me on 11/10/2015 at about 1130 and was very rude, ignorant. I stated my concerns to him and I was talking to Tom he basically stopped my conversation and told me that window works was not going to be giving me back any more money, and then I told him I was not looking for any more credits or money, I am looking to have products in my house that I don't have to constantly call Windows works to come and fix. He response was at least we are answering our phones and we will fix the problem as other companies would have turned their backs on you by now. This not the response I was looking for. Is this what windows works stands for? Put products in the peoples houses and by the way who cares if defective we are going to fix it anyways? I had made the comment as to if I had windows fail in less than a month what am I suppose to expect for longevity of the rest of the windows, his response was that's why you have a warranty. Not acceptable. Once again let me state Tom was ignorant and rude and I have never been treated with such disrespect as I was in the conversation with Tom. As right now I am not satisfied the products installed in my home and customer service I am receiving. Your goal as stated by Jeff and Jim is that I be 100% satisfied and right now I am not especially after being treated like some piece of crap and not a customer .

Desired Settlement: I want someone with authority that is above Jim, Jeff, Tom. to contact me regarding all this. As we may come to some resolution to all this.

Business Response: We spoke to ******* October 20th with regard to the compliant. We have offered to include extra product to help with the inconvenience Windowworks has caused him. We are also working to complete a service issue which should be completed the first week of December.

10/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 7th 2015 I purchased an attic window and a basement security door from one of Window Works sales representatives. I was financed for $1448 as well as paid a deposit of 362$ for the cost of the door and window installation. I was told it would be at least a few weeks until installation would be completed as they had to measure and build both the window and door to specifications. The install date was set for early August and the installer was able to put the attic window in without a problem however the basement door was not measured correctly and didn't fit thus beginning the ever ending saga of finishing this order. Also when the installers were unable to install the new door they put the old door on backwards and left it that way. I had to call the distribution center myself and basically plead to them for more than an hour to get it fixed as the installers basically called me a liar and said that it was installed properly. I had to take multiple pictures proving my story just to get someone back out to fix their mistake which left my house vulnerable. After this happened it took seemingly forever for someone to contact me to reschedule and finally after someone did I was then told I'd have to wait again this time until 9/28 for my installation date. The technician then called on that day stating his truck broke down and he wouldn't be able to make the appointment he'd try for the afternoon or evening to make it to me. Finally I received another call stating sorry sir I won't be able to make it to you today let's reschedule for 10/17 as that is my earliest available day to install your door. So now from a 7/7 purchase day it has been almost three months without successful install. After finally calling my original sales rep and getting in contact with the distribution center someone was sent to my home on 9/29 to install my door. After more than 3 hours of work the technicians installed the door however I noticed they did not however install the door jam cap which was originally included in the quoted price for the door. The installer stated they don't cap storm doors thus this led me to calling the sales rep back again to find out why and why was I charged for it. He stated it was a mistake and his company doesn't do the service so I would need to be refunded, so if you aren't going to cap the door I feel that the top of the door should be sealed which it currently has none besides the door frame. Also upon install the bottom lock was installed defectively where it cannot be latched from the inside and there are two absent screws on the frame paneling on the outside. Also the sealant used is smeared all over the black door frame. The locks used for all that we were charged for them look used. I honestly feel that because of our neighborhood, our race, and our age that we have been mistreated because there is no way that it should have taken almost three months to install a simple storm door and one attic window. Furthermore I was given a 100$ refund credit for the door jam cap however I don't feel that is sufficient to also account for the various inconveniences of constant rescheduling and missed appointments as well as the lack luster job done on the installation. The only part of this experience that has been enjoyable has been the sales rep who has proven to be the only helpful party in this situation. There has already been a rescheduling to account for the door issues however this is another week I will have to wait for something that should've been handled the first time. Its unfair to me and unfair to my family that we continuously are inconvenienced by setting time aside to be available for this project and then being left waiting for what it is we payed for.

Desired Settlement: I would just like my door to be finished properly and be reimbursed for the deposit of 362$ I was charged as I've already received an invoice for first months payment which was scheduled for 9/13 as due for parts that I haven't even fully received yet. I think that this is a fair settlement as I was already offered $100 for parts that I won't even be receiving. So reimbursement of the deposit and the deduction of the cost of the door jam capping removed from the total invoice would be a fair trade for the more than 3 months of waiting and inconvenience me and my family have faced.

Business Response: Initial Business Response /* (1000, 5, 2015/10/14) */ We have responded to *********** and finished his door we also refunded his deposit of $362.00. We have spoke to *********** and he feels as though we have resolved his complaint. Initial Consumer Rebuttal /* (2000, 7, 2015/10/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I feel that finally after placing this complaint to the BBB I was treated fairly to where service request and repairs were taken care of with priority and constant contact was established. I think that only due to this complaint being placed did the company now decide that my needs and value as a customer became a priority and the after a little negotiation I feel that the terms we agreed to are fair. However I won't feel that this complaint has been fully resolved until I receive the second refund check that I was promised in order to close this complaint.

9/29/2015 Billing/Collection Issues
9/15/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The salesman, **** ******* came to the house on February 6 2015 for an estimate.He let us know the windows from Window Works were made here in Bolingbrook, Il unlike most of their competitors.This would cut down on all the lead times, problems with damage due to shipping and also kept their costs low.We were told many things, such as the special for this month was a free front door with purchase of whole house replacement (a value of up to $4000).He stated the best thing he personally did was get the new door with a camera and memory on the peephole and he highly recommended we choose this. He said there was a coating on the windows to prevent dirt and water spots.**** also stated the window measure was done with a laser measure (but they don't actually).**** said any issue whatsoever would be promptly dealt with and replaced because they rely on word of mouth and recommendations.He said if there were any issues with our daughter throwing a baseball through a window they would even replace that at no charge.**** also said he would be there on the day of the install and would "oversee" their work so there would be no confusion or problem.He told us the round window by our front door was too expensive to even price out.He said there would be 2 crews here and it would be done in 1 day.We went to the "factory" in Bolingbrook on Feb. 21 2015 to view samples of the product.Our neighbors had a sliding door replaced, and they let us know they had no issue.We had never seen their windows though.They had 1 window on display.The salesman **** was not there.We spoke to another salesperson who then told us the front door replacement was only a value of $2000.He stated the round window could be substituted for the front door replacement.After several last minute cancellations by **** ******** March 2nd the salesperson **** came out to the house again so we could sign the paperwork to replace all the windows (15 double hung, 3 slide, 1 patio door, 1 round and 1 fixed rectangular window).**** had agreed to take out 2 double hung windows and give us the black exterior finish with no additional charge.He was so confident of the product he wrote on the contract the finish was under warranty.He also wrote on the contract any rotten wood trim was to be replaced at no charge.He stated he would put a rush on the windows etc and they should be ready in 5 to 6 weeks. On March 26th Window Works called to let us know the windows were in production.The windows were finally installed on May 6th, a far cry from the timeline provided. It was 1 crew of 3 men and **** our salesman never showed. They replaced 2 pieces of wood trim which were rotten. They scratched the aluminum siding, also leaving gaping holes along the windows with not enough caulking to cover between where they cut the siding and where the new window ended. They left foam on the exterior of some windows and then sprayed black paint over it to cover it up. Several window frames had to be replaced to fix it. The windows were made from a company in Ohio. Within 2 days it rained and dirt spots our windows.They do not make a trim kit for round windows so they had a piecemeal oddly shaped trim mess, we made them replace. The replacement was a foam trim painted with flat black paint, not maintenance free but at least it is now round. The finish on all screens started to peel within 3 weeks of the install. New screens were ordered and after countless promises of new screens, receiving white instead of black from the factory etc... they arrived today, Aug 31 2015 with new screens. They unpacked a few and realized all the new screens were peeled just like the one on the house. The day of the install I called to confront the salesman's lies and was told by a sales manager I just didn't understand the business plan and if I wanted to be mad then he was hanging up and I could be mad. But no, I just want windows that don't peel....

Desired Settlement: I would like the better business bureau to understand the extent of the lies told by the salesperson so that no other home owner needs to deal with the headache and frustration that we have. We have spent $17,953 on windows, they said they would refund us $953. After 2 months and a threat of calling the states attorney we finally got a check. I would like to see their better business bureau rating slide DRAMATICALLY due to the endless amounts of product issues, installation issues and all out lies told to us by their sales force. If they are willing to give us more money for the never ending problems I have had to deal with then fine, but my reason for filing this complaint is to see these people lose business. They have no business being in this business, and I have the garbage they pass of as quality product as proof. According to the screen installer they will be reordered and I will be informed by the customer service person Lee Anne of the outcome. By no stretch of the imagination should this business have an A+ rating, and if I had known this I NEVER WOULD HAVE ORDERED OR EVEN CALLED FOR AN ESTIMATE.

Business Response: Initial Business Response /* (1000, 12, 2015/09/11) */ Windowworks is working towards a resolution. We are scheduled to complete their project to their satisfaction on the 17th of September and at that time will be offering a discount for their inconvenience. Initial Consumer Rebuttal /* (2000, 14, 2015/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I can not stress enough that my husband and I would have never purchased these windows knowing the lack of quality. Unfortunately we have to make the best of a bad situation now. As long as the screens are replaced with ones that DO NOT peel and the missing insulation etc issues are fixed along with a 10% refund, then we will accept the terms. The customer service person, Lee Anne, has been very nice and we appreciate her help. No one has called to schedule the appointment however, so I will be emailing Lee Anne to find out for sure what day they are coming out.

9/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: bay window were installed I complained about water inside the window I have water damage inside the wood needs to be replaced there is no insulation around the windows the repair guy has been to my house 3 times never fixes anything they tell me that they will reschedule to fix problem but when I call the office no one knows anything about it I always get the run around no one wants to take the blame ive had 3 different repair guys from window works come out but no results ive called numerous times

Desired Settlement: replace the damage fix the windows they way it should be fix. insulated the windows replaced damage trim

Business Response: Initial Business Response /* (1000, 5, 2015/09/03) */ Windowworks resolved the complaint and will be staining his bay window with no cost to him. We spoke to him and he is satisfied with the work we completed.

7/31/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We have never had to deal with a company that is so unprofessional in all of our years as homeowners. In March 2014, we signed a contract for 27 new windows, sliding glass doors, double front doors, back door and garage door. Per our contract, installation was to take place 4-8 weeks from the time of the contract. However, our order was put on a sales hold. We were never called by anyone at the company to inform us of this sales hold. When we called to inquire about the progress of our order at the end of April, we were informed that the garage door was not up to code and that it had to be changed to a fire rated door and that our back door could have no embossment in order to have the dog door adequately installed. No one called us to inform us of the sales hold. Additionally, if the sales man, ****, was properly educated on the products he was selling we never would have encountered a sales hold. We were told installation would be 4-6 weeks from that time. In July of 2014 we were informed that they needed to send someone out to re-measure our front pitcher window (still no windows or doors installed yet). Despite my frustration with the fact they were re-measuring a window that was originally measured in March, I allowed them to come back to the house. **** came out and said he was just re-measuring because production needed new measurements. He also made us sign an amendment to our contract because of the new measurements. Well, after speaking to a production manager on the phone, he informed us that they had changed our pitcher window to 2 pitcher windows because they could not make a piece of glass that big. Why was this not communicated by the customer service team when they called to tell us someone was coming back out, and more importantly, why was the amendment not explained to us in detail when **** was out at the house? When we agreed to the contract, we did not agree to the company changing the integrity of our home. After expressing this to the production manager on the phone, he said he would come out to our house at 10AM that Saturday to discuss all potential options and to get the situation rectified. He never showed up. He never called. We called the Window Works office 3 times on Saturday and we were informed they were trying to get a hold of him and that he would call us back. We never heard back from anyone. A no call, no show from someone in a management position at this company. I contacted the owner, *** *****, due to my overall dissatisfaction with his company. After contacting him, our doors and windows completed installation in September of 2014 (6 months from contract date). Upon completion of installation, we noted spots in between the glass panes of our sliding glass doors. We notified the company the day they were installed (September 2014), and their customer service team ordered us new glass and we were told they would be installed within the next month. Additionally, they never brought a screen for the sliding glass door. The glass did not end up coming in until January 2015 (4 months later). We then scheduled installation in March once the snow melted, at which time they said the glass had scratches on it. They then called again in April saying the glass did not pass ******* control. It is now July of 2015 and the glass has still not been replaced and the screen still not delivered. Additionally, in March 2015 I called their customer service team to report a draft coming through our back door and other issues with our double front doors, but their customer service team has still not sent anyone out to properly address the door issues. I received a phone call from someone on their finance team saying we have a balance of $1200. I refuse to pay this money to a company that fails to fulfill their contract obligations and fails to keep their customers happy after spending thousands and thousands of dollars.

Desired Settlement: All issues with doors and windows addressed ASAP and remaining $1200 balance waived for overall dissatisfaction with company.

Business Response: Initial Business Response /* (1000, 5, 2015/07/20) */ Windowworks waived *****'s balance of $1,423. We also will be addressing her door and window issue on July 30th at this time this complaint will be resolved.

7/27/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I made an appointment with Window Works for an in-home consultation. The salesperson, ******* ****** sold me 8 new sliding windows (model ***** on 5/23/15. We discussed at length how I wanted windows that were easy to clean. My existing windows were sliders that had to be taken out of the frame to be cleaned. ******* said that the slider windows he was selling me would swing in and out so that I could clean both sides of the glass without having to remove the window from the frame. This was a major selling point for me. I cannot lift heavy objects, so I was looking forward to the convenience of the swing-in feature. After the contractor, ******, installed the windows on 6/27/15, I asked him to show me how to operate the swing-in feature. He said that the windows did not swing in and that the windows had to be removed in order to clean them. I called Window Works several times (on 6/27/15, 6/29/15, 7/2/15) to report the problem. I asked to speak to ******* ****** but they would not put me in touch with him. When I was finally able to speak with another sales representative on 7/2/15, *** ******** he informed me that Window Works did not make or sell swinging slider windows and that he could not do anything about the windows now that they had been installed. This information directly conflicts with what ******* ***** told me. My daughter was present during ******* ******** sales presentation, and she also recalls him promising that the windows I was buying were swinging sliders. I was deceived by either the salesperson, ******* ****** or the recipient of my complaint, *** ******** If it is true that Window ***** does not make swinging slider windows, then I would not have purchased windows from ******* *****; instead I would have purchased windows from a competitor, such as ****** or *****, that does make swinging sliders. However, if it is true that Window Works does make swinging sliders, then I want Window Works to replace the windows they installed with the windows I purchased. My primary complaint is not receiving the product I was promised. Secondary to that is the poor quality of the product I did receive. The windows they installed are very difficult to remove and get stuck when I try to lift them up and take them out. These windows are not worth the $5,331 I paid for them. Also, the contractors did not clean the windows after they installed them; they left specks of glue/sealant all over the panes of glass. So now I have 8 brand new, dirty windows that I cannot clean because they do not swing in and they get stuck when I try to lift them out.

Desired Settlement: I want Window Works to replace they windows they installed with the swinging slider windows I ordered. If, as *********** claims, Window Works does not make swinging sliders, then I deserve a full refund because that means the salesperson, Patrick Barry, deliberately misled me. I would not have ordered windows from them if I had known that they couldn't offer that particular feature.

Business Response: Initial Business Response /* (1000, 5, 2015/07/20) */ After meeting with Windowworks Production director the customer has decided that she would like to keep the windows that were installed and this complaint is resolved. Initial Consumer Rebuttal /* (2000, 7, 2015/07/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accepted the response from Window Works because they agreed to repair and clean the windows they installed. Additionally, they offered me a $1,000 refund.

7/13/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We requested the windows to be replaced all over the house. The window works had us sign the contract and took money for down payment in March 2014. They told us it would take 4 - 6 weeks before they can start the work. 2 months after complaining and calling several times, they finally came in to replace the windows in SEPTEMBER 2014. While fixing the windows, one of the worker took the storm door down WITHOUT OUR PERSMISSION. When we complained, they told us "we cannot buy you the door but we will do the installation but you have to buy the door". so we bought the storm door with our own money and of course there was constant phone calls to the manager to come and install the door as he promised. It took them almost a month before he came to install the door. I told him, i would like it installed before the winter starts, and he decided to show up sometimes towards the end of October. He finally installed the door and with the worst job he can do. Because the storm door stays open from the bottom and it's leaking air, water comes in during rain and there is a gap. Absolutely Terrible job. We still did let it go. So we waited thru the winter to test the windows because these windows were supposed to be air leakage free, and it's suppose to keep the warm air in and cold air out and stupid advertisement they did to save money on gas. Surprise to us the product is as terrible as their service. As it was suspected, the air is leaking and bill is high. If I wanted to, I could not have paid at all these people, but we paid full over $5000 (some up front and some after the work). But there was no compensation from them. This company is terrible and I would never get anything done from them ever again. The sad thing is they were only concern about stupid referral. Instead of focusing on the current work, they were more focused on doing the worst job and getting referral from us for my uncle's home. I would never refer them again, infect word of mouth about how terrible their service is- that I will be spreading.

Desired Settlement: I want compensation.

Business Response: Initial Business Response /* (1000, 5, 2015/07/01) */ Windowworks has worked with Ami ****** to resolve this complaint we have adjusted the windows and storm door and also ordered a part for the storm door. The part will be replaced on July 6th. At this time this project and complaint will be resolved.

6/12/2015 Billing/Collection Issues
5/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: the complaint is described below in the settlement section.4 windows model *** style DH sold to me on 11/17/2014 for a total price of $2,943 and installed on 2/24/2014. They didn't perform as presented

Desired Settlement: I specifically went with the windows they sold me because they were touted to be extremely efficient, and I was given a demonstration to prove that. but after installation I didn't notice any difference in the room temp where they were installed. I borrowed a heat probe from a neighbor and the inside temp of glass was no different than a much cheaper window in the same room when the outside temp was around zero. I would like the difference refunded

Business Response: Initial Business Response /* (1000, 5, 2015/04/23) */ Contact Name and Title: **** *****, VP. Contact Phone: XXX XXX-XXXX Contact Email: ******@mywindowworks.com We visited the customer's home today. We performed the same demonstration as we had on the initial sales call using the windows we had installed in the customer's home as the test subject. The customer acknowledged that the results were identical to the results attained in the original demonstration. Additionally, we observed that the "cheaper" windows (installed by others) he referred to in the complaint, operated poorly, had gaps and even allowed light and air to infiltrate into the home. He acknowledged that our windows had no such issues. We also tested the temperature of the walls and both of the windows and determined that again our window was performing as promised. The customer then went on to complain that he found the walls in the room to be cold. We explained that we cannot be responsible for the performance of the insulation in his walls. We can find no issues with the product we installed. The customer acknowledges all of the above points but seems unwilling to consider the situation resolved. We don't know what to do at this point.

4/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The first install date was set for the second Monday in January and I was told by the original sales person that all of the installers would be in-house. The weather was going to be questionable but WindowWorks called and confirmed on Friday, so I took the following Monday off of work. I received a call on Monday at 11:00am and the 3rd Party installer stated that he was not coming because he could not get a hold of the main office. I had to call and leave a message myself only to find out that the salesman who sold me my windows was no longer with the company. A second install date was set up and the 3rd party installers showed up 2 weeks after the original install date. They also did not come prepared and brought the wrong window for the bathroom. The temperature outside was approximately 25 degrees and it took them 2 hours to install the first window. It only took them 30 minutes to get the old window out, so for an hour and a half it was freezing inside the house. After 8 hours they had 5 windows installed but they were nowhere near finished. One of the installers kept yelling for his helper constantly and it appeared that they had very little cohesion. They came back for day two and rushed through the finishing work because the installers had another job to go to. There was no walk through and after looking at the job they did it was not worth the thousands of dollars we spent. I documented everything that went wrong with the install and took pictures. The flashing was subpar, the caulking looked like an amateur did it, one of the windows did not open and close properly, and some of the screens were torn. There was a draft coming through the corner of one of the windows because they removed to much of the siding and there was a hole where the elements came through. They did not caulk any of the quarter round and half of the screw caps where missing on all of the windows. Some of the sills were damaged and where they made a mistake in the flashing, they would just pile on caulk. I contacted the main office and told them everything that went wrong and they ask me to send them the pictures. After they reviewed the pictures they made an appointment for a supervisor to come to the house. I confirmed the morning of the appointment that the supervisor would be my residence and left work early only to have the supervisor be a no show. He called me later that day and stated that he would come to the house that evening. When he arrived it was too dark outside for him to see the exterior so I had to show him the pictures. He agreed that the interior work was done wrong but made excuses for the installers. He told me to send all of my pictures to him and that he will write up his report. I had to follow up with him and he handed me off to an office manager. I told her that I am not confident in the previous installers ability to fix what they had done, seeing as they were confident in their previous effort. She promised that they would accommodate my requests and have a supervisor on seen to make sure the work was done right. Once again I had to initiate the follow up. The install supervisor told me one thing and the scheduler told me something else the day prior to them coming out to fix the install. The original install team showed up in the morning without a supervisor. He had no work order and did not have a clue as to all the previous correspondence with the managers and supervisors. They started to argue with my wife not thinking anything was wrong and they stated that they had another job to go to so they need to hurry up. When I got home I walked around the entire house to show them what I had documented including the hole on the side of the living room window. They were arguing with me and telling me that everything needs to have more caulk. I told them to not touch a thing until the supervisor arrived. I called the service department several times and all I got was voice mail. (continued below)

Desired Settlement: The installers left and another supervisor arrived. He also had no work order and I had to walk him around the inside and outside of the residence to show him what I had shown 4 different WindowWorks employees. This guy knew his stuff. He went around and checked all of the windows and made notes on the exterior. He admitted that this was not a good job at all. Two weeks later they sent a second team to fix the mistakes. The tempered glass for the bathroom was at the facility but they did not bring it. For the 5th time I had to walk them around and show them everything that needed to be fixed and they did a good job. Just give me what I paid for. The right window for the master bathroom and fix the screen without me having to follow up.

Business Response: Initial Business Response /* (1000, 5, 2015/04/08) */ Windowworks completed Mr.*****'s project Tuesday April 7, 2015. We replaced the window in the master bathroom and fixed the screen. We spoke to **** today April 8, 2015 he mentioned that this issue has been resolved.

4/2/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased 3 windows 9-24-14 to be installed in 6-10 weeks. They took 12 weeks and had hired out contractors who finally installed the windows 12-17-14 after I repeatedly called. While installing the windows the workers were smoking cigarettes and one smelt of alcohol. The large double hung window had a broken window lock, scratches and a defective cracked sash that I found out later was not even put on completely so I had cold air coming in constantly (below zero weather). The upstairs window had a cigarette burn in the inside frame and the outside frame is not properly meeting at the edges, split wood and not caulked properly. The inspector who did come the day of installation did not even look at what they were doing. He just introduced himself (***** ********** and left. I called ***** on 12-19-14 and told him about the problems and asked him to come back and do a real inspection. He came back at night. He didnt take pictures(I did take pictures if you need to see). I wanted him to see the capping on the outside of the large double hung window which I did not think looked right but it was dark outside and he said they did a good job. He told me they would have a new sash, locks ready and installed by 1-9-15 - and he fixed one of the small window locks. I stopped one of the 2 checks I gave them and I told ***** this. Later I found that my bank stopped both checks because they were confused. Both checks were for the same amount $1,014. One check was for when the materials arrived on the day of installation, one was when they finished that day and I had already given them $1,015 on the first day we signed the contract. (Total $3,043) Window Works called and let me know that both checks were stopped (when I only wanted to stop 1) So I told them I would give them a new check for $1,028 and this way I am only holding back on $1,000 when I am satisfied with the job and its finished. They sent another inspector out to pick up the check on 1-2-15 and I again showed him the problems and he agreed with me unlike *****. No one called or showed up 1-9-15 to fix the problems as ***** said. I waited and finally I called again and they said the soonest they can come is now 2-6-15!! In the meantime I have all my furniture in the middle of the room since Dec-17-14 and its now Feb. On 2-4-15 I had a job interview but woke up to a tapping sound. The window which ***** said looked like they did good capping job was pouring water out of the top of the sill on my ***** wooden floor! I called immediately and they said they can only get someone out in the afternoon. In 1 hour It was a waterfall! I called and demanded they come right now and threatened them with consulting you and suing. My drywall is damaged, water was in the electrical socket and my floor was being ruined. They sent someone (***)he was in shock. He took pics. He said the installers put the cap on improperly where all the water draining from the roof and aluminum siding was now into the house not out! I installers commonly make this mistake(?). *** took off the cap and dried out the sill and it stopped but he had to leave it open and cold air came in the room from Wed. 2-4-15 -Fri. 2-6-15 when ****** came to fix that window problem. He could not finish the job because now his foam gun was broken (doesnt have another one?) and they are now telling me I have to wait again until 2-11-15 to finish that problem. The room is still cold, I cannot put my furniture back and then they still have to fix the upstairs window with the bad frame. They are also now trying to say my siding is to blame..it was fine until they put in the window and none of the other windows in my house have that problem. They said the would fix it for free(?) and they were suppose to put my awning back up but did not. This is an ongoing problem from 9-24-14 - 2-2015. I have missed job interviews and classes in the meantime trying to get this done. I am sure my gas bill will be huge and now the drywall and other.

Desired Settlement: I wish I never had this done. I want either a full refund for the poor quality windows, all the aggravation and now extra damage to my home that will now have to be addressed. There also is an issue with one of the installers going into my parrot room with toxic calk fumes. I had the door closed but he went in there while I was downstairs and he laughted and said to me "Your bird is afraid of me, thinks I am a snake.****** He put my pets in danger! Parrots die from fumes. Or another option would be - they should complete the job and I do not have to give them the final $1,000. Again, compensation for fixing the problems now with the drywall, now I have to paint the wall, possible mold?, possible electrical problem, damage to wooden floor, missing job interview (I have been out of work for 1 year so that was very important for me) and missing class. They did not install the product in the time they said they would in the contract and have caused major stress. I dont think I should pay them another dime. I have already paid them $2,048 which I do not feel these windows are even worth. They do not keep out the cold, they are not the greatest quality and I feel I was ripped off.

Business Response: Initial Business Response /* (1000, 5, 2015/02/18) */ We have addressed and completed the repairs on the first floor. WindowWorks has also agreed to paint the entire wall adjacent to the window in question. We have been unable to schedule the balance of the repairs on the second floor as there is an issue with our customer's birds. We are willing and able to complete the additional repairs at Ms. *****'s convenience. We are doing everything in our power to ensure that our customer ends up 100% satisfied. Initial Consumer Rebuttal /* (3001, 15, 2015/03/20) */ There is a problem with the screens of the 3 slider that they will look at 3-18-15. The window is warped and the screen does not close properly. There is also the problem with the whole wall that needs to be repainted that ****** ******* said they will not pay for. They had sent a painter out earlier and he did not have enough paint to paint the whole wall and then he used window cleaner on the wall to try to remove the water stains from the window leak from the improper installation of the window. The window cleaner made the marks worse and the whole wall will need to be repainted. (****** wanted the painter to just paint around the window.) I want to be compensated for the amount that it will cost me to hire a painter (that has enough paint and doesnt try to remove damage with window cleaner). ****** said they will not pay for the painter. For all this aggravation, time and damage to me and my property I will not pay the last check I put a stop on. That last check will also cover the price of a painter I have to hire and the time I will have to spend. Three windows from Window Works took from 9/14 to 3/15 (almost 1/2 a year) to put in and they are still have not correctly finished fixing the problems. Final Business Response /* (4000, 19, 2015/04/02) */ Windowworks has offered to paint her wall to resolve her complaint. The cusotmer has asked to wait until the weather is warmer to complete this step so her birds are not harmed.

3/17/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We ordered windows on Aug8th 2014 to match windows installed last year (sept 2013) by window works. They did not install new order until Feb 13, 2015. We were told by installer they changed manufactures and that is why do not match. But were not told until we noticed and old windows were already removed and damaged. then trim installed is a separate color altogether (3 different colors on windows and 4th compared to last year windows). Similar problem with door installed. Door is correct, but exterior door (screen door) is a different color from the purchased door and installed exterior trim (3 different colors) and interior trim does not match door or existing trim (3 different colors). Phone calls and emails have gone unanswered or no direct response (we were told a salesman would contact us about this problem but we should not have signed the contract unless we understood what we were getting). We currently have 5-6 different colors installed by the same company for what should be the same windows and matching door. We feel that either the salesman lied to us during our order, they changed manufactures and did not want us to know for fear of losing a sale, or ordered material incorrectly and are unwilling to reorder. Thank you

Desired Settlement: We would prefer exact matching windows installed as the window quality and quality of the installers is what we expect. Also the installed screen door needs to be replaced to match the main door purchased. Interior trim on installed door should be replaced and stained to match either door or existing trim. If this cannot be done we expect a full refund for the windows and screen door. The patio door is correct to what we ordered and we can replace the trim to match ourselves.

Business Response: Initial Business Response /* (1000, 5, 2015/03/05) */ At this time the customer has stated they are pleased with our response to their situation and that their complaint to the BBB has been resolved. Windowworks does have a few service issues that we are currently responding to.

2/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: June 18, 2014 - Placed order with WindowWorks (WW) for patio door (Order **** ******). Salesman said the company would handle getting approvals from Condo Board Association and that I could expect my door installed in 4-8wks. July 23, 2014 - Board approval communicated to WW because of my involvement. WW only sent packet to building manager but did not follow-up at all (first disappointment in this long ordeal). I was told patio door would still be ready in mid -August. August 8, 2014 - After contacting WW for status of patio door, I received an email stating they were having delays on glass orders and that my order would be delayed and not ready until 9/8/14. Early September 2014 - I called to check status of patio door. I was told that orders were still delayed and wouldn't be ready until 10/7/14. Oct 7, 2014 - Again, I called to check status. I was told the patio door was ready but had not made it on the truck. I could schedule install for late October at the earliest. Oct 10, 2014 - After playing phone tag for a few days, I finally managed to set up install for 10/30/14. Oct 30, 2014 - Install day! Unfortunately, two of three locks were nonfunctional, the screen door was missing, two of three panels had defects on the internal part of the glass, and a huge draft was coming in through an incorrectly sealed sash. The patio door was in worse shape than the 1980s original! I sent a detailed email to every contact person I had at WW stating my issues. Nov 6, 2014 - A week after my incomplete install and email to the company, I had not received a reply with steps forward to resolve my issues. I sent a 2nd email. Nov 7, 2014 - Received a call from the Service Manager at WW. She said she would get the two defective panels on order and expedited to get repaired as soon as possible. She expected about 2 wks to get them fabricated and ready for install. Nov 24, 2014 - Again, I had to call to get a status update before I left for vacation. No answer so I left a message. Nov 25, 2014 - The service manager called me and left voicemail stating the panels were in and we could schedule an install. Seeing as I was out of the country on vacation, I decided to hold off until I returned to schedule the install. Dec 3, 2014 - Called to schedule the install of the replacement patio door panels. I spoke to someone in the service department and was told that the replacement panels also had manufacturing defects and had been rejected. It would take another 2 wks to get the replacement panels made. Dec 4, 2014 - Spoke to Service Manager and she agreed to send a letter with terms of a proposed resolution by end of day 12/5/14. Dec 19, 2014 - Received an email from Service manager stating the patio door panels had come in and would contact me again once inspected to set install day. A couple of hours later received a follow-up email stating she had misread the manifest and the panels had not been put on the truck for delivery. She assured me (though at this point, an assurance from WW means nothing) that they would be on the 12/29 truck. January 2, 2015 - I have not received any resolution proposal as promised in early December. WW has not contacted me regarding the patio door panels that should have arrived at their facility on 12/29/14. Six months after placing my order, my patio door order is not complete and the draft is worse than ever. We had hoped to get patio door installed far in advance of winter to save on energy; hence we ordered them in JUNE! While manufacturing issues may be out of their control, customer service and responsiveness is in their control. I've had to contact WW continuously to get status updates. Installation and QA is in their control. They left a very noticeable draft- a draft worse than what I had before with a patio door that was decades old. Why did they let a patio door with defects and missing parts make its way into our home?

Desired Settlement: I would like my patio door order complete before the end of January, with no defects and no draft. I don't want to keep getting excuses for delays and defects. I would also like a fair and reasonable discount offered for my time wasted (time off work and time spent on emails, phone calls, etc) and increased energy costs due to the awful draft I was left with.

Business Response: Initial Business Response /* (1000, 5, 2015/01/14) */ Contact Name and Title: **** *****, V.P. Contact Phone: XXX XXX-XXXX We have received the patio door replacement panels and are scheduled to install them Friday, January 16th. We inspected the panels very carefully and they seem to be excellent. We believe all issues will be resolved this week. Initial Consumer Rebuttal /* (3000, 7, 2015/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) My damaged panels (right and center) were replaced, but it took 6 hrs instead of 1hr because they ordered a left panel instead of the right. They had to do some field modifications (cut off interlock seal) to make it work. They replaced my broken locks, but forgot my screen door. Also, there is still a cold draft coming through because two of the panels don't seal correctly (left and center). Now I am waiting for my screen door and a field technician to investigate my draft. This will take a minimum of one more visit, which means at LEAST another half day of my time. Final Business Response /* (4000, 9, 2015/01/30) */ We have an appointment to deliver the screen and check for air infiltration on Monday February 2nd as that is the customer's next day off. We feel that all issues will be resolved at that time. We are also offering a discount.

1/30/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 9/19/2014 I signed a contract with Window Works to have 1 bow/bay window replaced at my residence. The contract signed stated that the replacement windows (3 windows that would replace the large bow window) would be installed within 10-12 weeks from the date of the signed contract. A down payment of $900.00 issued in a personal check was given to the sales rep. in agreement that the remaining balance would be collected upon completion of the job. On 10/6/2014, the final measurement was finally taken for the job and I was told the order would then be placed for the windows. On 11/19/2014, I then received a phone call from ***** regarding that the windows would not be in for another 3 weeks. This would put the window installation past the contractual agreement. I pointed this out to ***** who then said she would call the factory to see what was the delay. On 11/21/14, ***** called again and stated that the windows would be ready the following week and they would then call to schedule the installation. I did not receive another phone call until the first week of December 2014 to schedule the appointment. The appointment was then scheduled on December 30th, 2014. I then received a phone call the week of December 22nd, 2014 from the installer stating that they had to reschedule the appointment due to the inspection company my town uses for inspections was on holiday break. When speaking with the installer, I noted that the windows were past the installation date and his response was that the windows take up to 12 weeks for installation, which I kindly asked him to look at the contract date and note the length of time that has passed. He then stated that he would leave a message for **** to contact me regarding the delay in this project. I did not receive a call back from **** regarding this. The new date that has been set for installation is 1/6/15. On 1/5/15, I contacted Window Works to check and see if installation was still taking place due to the winter weather and cold that is forecasted for the installation date. Again, a message was given to Gina to call me back. I waited to receive a phone call back from **** regarding if the installation will be taking place and if the permit that was filed with my town has been extended. I then called back again and was finally able to speak with **** regarding if the installation was taking place. She stated that the installation was scheduled for 1/6/15 and that the weather would be assessed the morning of installation whether it would take place. She then called the installer to see if the installation was going to happen, and as of that time it would unless the weather was too cold to do so. On 1/6/14, my husband and I waited for the installers or for a phone call regarding the installation. We did not receive a cancellation call and did not hear if they were coming. At around 2pm, a truck pulled up and it was the installers. After speaking with them, they did not have everything they needed for the job and their brake line on the truck went out. They did not know if inspection company knew to come out that day and there was enough what ifs that they decided not to install the window. A few hours later, we got a phone call saying they would be back out on 1/8/14 to install the window. Once again we waited around for a phone call or for the window installers to show up. No phone call, no show. My husband called Window Works and spoke to Barb who rescheduled the appointment to 1/11/14 and gave us a small credit for the 2 missed appointments. Today, 1/10/14, I received a phone call from Window Works confirming the appointment on the 11th, however later in the evening, we received a call from the installer stating that he was NOT coming out on the 11th. At this point we also found out that this job is subcontracted out and not performed by actual Window Works employees as the sales rep. had stated to us prior to signing the contract.

Desired Settlement: I would like the windows that were ordered to be installed right away as it is past the contractual date that was written in the contract. I believe Window Works has breached their contract regarding this project. This project has held up the listing of this residence for sale, which I have told the sales rep. and the installer that I need this project done as soon as possible. I was given a $75 credit towards my final payment which has not covered the multiple days I have had to take off of work to wait for an installation that has not happened. I have given Window Works well over their contracted date of delivery to finish this project and have been given the run around with when and how this project is going to be completed.

Business Response: Initial Business Response /* (1000, 8, 2015/01/28) */ Contact Name and Title: **** *****, V.P. Contact Phone: XXX XXX-XXXX Contact Email: *******@gmail.com This order was installed on 1/14/2015. The customer signed the completion and paid the balance due. We are aware that there are two screens that need to be adjusted and Mr. ******* requested we talk to his wife to schedule that service. If they have any further issues they are welcome to contact me personally. **** *****

1/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After having a bad experience with another window company, I went to Window Works, based on a referral. I was hoping for a better experience than the last. I made the order at the beginning of August, with a promise completion date by the end of September. Before the date, arrived, I was contacted to inform me that the windows had yet to arrive. Ever since then I have been contacting the store, and the windows are still on "back order". An associate promised that they would take off $200-300 of the order. While that may be a nice gesture,it does not change that fact that I still have no windows; it is not a sufficient compensation for this lengthy delay. It is now December and the weather is progressively getting colder. This is beyond an inconvenience. This job needs to be completed before the end of the year.

Desired Settlement: The responsive needs to customer service needs to be improved greatly. Window Works, must contact me NOW with a definitive completion date before the end of this year, and complete by that date.

Business Response: Initial Business Response /* (1000, 5, 2014/12/30) */ Contact Name and Title: **** *****, V.P. Contact Phone: XXX XXX-XXXX Contact Email: ************************ The windows are now installed. We spoke with our customer today and she acknowledges that we are well on the way to resolving this complaint.

1/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had a in home estimate on 8/30/14 from Window Works. We signed a contract to proceed with their product which we were told should be 8-10 weeks and installed by Halloween. The TV advertisement stated you would receive $200 in a Visa gift card (never received) and $50 ************** gift cards which we did receive. We paid $5000 deposit and financed the remainder of the $12,836.00 order. Another individual came to the home to do the final measurements to begin production of the windows the following week and stated all our measurements are wrong and they cannot use our current window sills, however, when the sale was finalized it included replacing all wood in the sills and utilizing the current inside frame. I called several times between 9/8 and 9/16 to find out why their measurement person stated our contract was wrong and we had to pay more money for our windows. Finally on 9/17/14 I pursued talking with our Sales person (*************) Manager "***". I asked why we are not getting any information regarding the discrepancy and then I was told there was nothing wrong with our order and he was having the Sales person come back to the home to ease our concerns. I was also told by ******** Manager that the order was in production and he would place a rush on our windows to ensue they are installed by 10/31/14. At this time *** also stated he would have ***** bring us an addition $50 in ************** gift certificates for our inconvenience. I was called to set up another appointment with ***** and we confirmed a date and time. My husband had to leave work early for our appointment with ****** We waited and he never came to our home on 9/17/14 for our appointment. When I called to ask why he didn't come, I was told by the customer service individual that I wrote down the wrong date and time. The appointment was 9/18 not 9/17 and yet when ***** come on 9/18 he told us the customer service girl made the mistake and just blamed us. Now my husband had to leave work two days this week to meet again with the sales person to find out why we are not getting any response to the incorrect measurements and the wrong framework we were sold. At this time we were told the only paperwork that was incorrect was the contract amendment needed to be signed to remove the basement window ($750.00) because ***** ***** (the finance company) needs a new contract for the finance balance and our windows were in production. This updated amendment was signed 9/18/14. We received a building permit on 10/7/14 for the window installation so we thought everything was in process. On 10/31 I called regarding the status - no return call. On 11/1/14 I called regarding the status - no return call. On 11/3/14 I called regarding the status and spoke with ***** (XXX-XXX-XXXX) who finally stated installation would be the week off 11/24 and the order was not submitted to production until 9/24/14. On 11/18/14 I called for a status update and no return call. On 11/19/14 I called for a status update and were told they would be calling to set up an installation date. We received a call and the windows were installed on 12/3/14 and 12/3/14. The installers did not speak English so it was difficult to communicate with the two teams removing and installing the windows. The spray foam used to fill the gaps were sprayed from the outside and in one bedroom we have spray foam calk all over a bedspread, drapes and chair which we cannot remove. It appears the windows were made too small for some windows and the amount of gap allowed the spray foam to enter the home much further than just the window gap. for this reason we also have 3" trim around some of the inside windows to cover the windows that were made too small. Now when they finished wrapping the outside window sills in record fast timing we discovered there is no wood in our sills outside they are hallow and we have to have them all replaced, the wood installed and wrapped again.

Desired Settlement: We would like our $200 Visa Gift Card per their advertising, the $50 additional ************** gift cards we were told for our inconvenience and we would like a refund of $1500.00 to have all the window sills build outside and the windows rewrapped.

Business Response: Initial Business Response /* (1000, 5, 2014/12/18) */ Contact Name and Title: **** *****, V.P. Contact Phone: XXX XXX-XXXX Contact Email: ***************** We have spoken with the customer and visited the home on 12/18/2014. We have agreed in principle as to what work needs to be done to resolve the complaint. The work is scheduled for December 29th. In addition to recapping the openings we have agreed to stain the interior woodwork to ensure the customer will be delighted with us! Initial Consumer Rebuttal /* (3000, 7, 2014/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did arrive to begin the work on the outside of the windows on 12/29 at 10:15 am. We have pondered the staining of the inside wood work and we believe we would prefer Window Works doesn't enter our home to do any additional work. We are not happy with their workmanship and are apprehensive to let them begin any additional work on our home. This is undecided if we want to proceed after discussing the offer. Would Window Works be willing to provide the stain and we will complete the staining inside the home? We do not have resolution for the damaged bedspread and stool that cannot be ordered to replace and is stained with spray foam since there was a gap between the wall and the windows during installation. We were told to buy the new items and supply the receipts to Sebastian directly for reimbursement. We were provided no email or mailing address and again, we cannot buy these items today. In addition, we also now have noticed they cracked the drywall in a bedroom between the frame and the floor from using a pry bar to pull out the window and placing all that strain on the integrity of the bedroom wall. I would like the wood replaced in the frame outside which is being done at this time - possibly a 2 day project and we can determine once this is completed our satisfaction. I'm not sure how we will come to resolution with the stain on the bedspread and the make-up table stool in my daughters room. I was told originally they would give us a cleaning solution which I have not seen. Then we have to fix the cracked drywall in the bedroom between the window and the floor. This is ongoing from my perspective. Final Business Response /* (4000, 9, 2015/01/08) */ We have completed the repair work to the window sills and the customer is satisfied. We have agreed, at the customer's request, to provide the stain to stain the woodwork. We are also providing a gift card to cover any additional incidentals that are required.

1/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: we had schedule window install for 12-12-14 between 12:30Pm. i received a call 9:00 am about cancellation due to a broken truck. we rescheduled for 12-18 for 9am. after 2 hours of wait time i contacted them and was told that they would come between 1-3PM as their installer went to other job site. one can install window 3 windows in 2 hours. now no is calling back to when i asked to get a refund on my down payment as i can't trust their work anymore.

Desired Settlement: just want the refund without a problem.

Business Response: Initial Business Response /* (1000, 5, 2014/12/23) */ Contact Name and Title: *** ***** Contact Phone: XXX-XXX-XXXX@ Contact Email: *********************** We were not aware of the probelm until receiving this complaint, however we have already spoken to the customer refunded the deposit. We are very sorry for any inonvenience this may have caused.

12/26/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have ordered patio doors that costs $1700 about 8 weeks ago. I paid the down payment of $600 a few weeks later on 10/17/14. The sales rep came to my house and we signed the contract. He promised the door will be installed before December 1st 2014. He said it usually takes about 4-8 weeks but he is sure it will be done before December 1st. I chose them between 3 other competitors because they were the one who agreed not to contact my association. Few weeks later the manager called me and said "what is this, we have a problem with your product". First time I have heard about it. All of the sudden, he is getting upset with me for two things:he said "your door is custom made and needs to be special ordered and it takes 4-8 weeks plus i see here that we agreed not to contact your association but I can't do that, I have to contact them" and I said what the sales rep and I agreed on and we can't go beyond that agreement. He said "no problem, we wont make the door for you". I kindly explained that we are few weeks in and in order for me to order from someone else, it will push my installation date way after December 1st. He finally agreed to do the door and said he will contact my association and we will go from there. December 3rd comes and my door is not even done. Never heard from anyone and it is too late to call another competitor as the cold weather is already here and I have many problems with my old door. I also have new tenants with a baby moving in on December 9th so in my agreement with them I promised I will have new patio door installed to keep the house warm, unlike now. They lied to me numerous times and still not delivered the product.

Desired Settlement: Installation of the door before December 8th, or I will loose my monthly rent of $1000 for the whole month, until I find new tenants.

Business Response: Initial Business Response /* (1000, 5, 2014/12/12) */ Contact Name and Title: **** *****, V.P. Contact Phone: XXX XXX-XXXX Contact Email: ************************ The material to complete the installation has been received in our warehouse. We are trying to reach Mr. **** to schedule the installation but as of yet we have been unable to do so. When he returns our calls we will do everything in our power to please him. Short of getting into a he-said/she-said dispute I do not agree that we lied to the customer. At WindowWorks that behavior is not tolerated.

12/19/2014 Billing/Collection Issues
12/15/2014 Advertising/Sales Issues
12/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: 4/11/14 contract signed, contact stated work to begin and be completed from 4-8 weeks from contract date. After repeated calls to Window Works a install date was given, then was called to tell us that there was a delay in the prodution and they would have to reschedule installation. Finally work started on 7/28/14. During installation the the installers pointed out and we found several windows and our sliding door were defectived. We were told that someone would contact us, after a week I called to find out what was going on. No calls from Window work!I was told the replacements were on order and we would be contacted when replacement were in to schedule a install. Replacement parts came in and we scheduled the warranty replacement. Installers show up and said there was a problem with the replacement parts they had and we would be contacted. No one called so again I called to find out what was going on and got conflicting information from what the installers told us. Finnally got ahold of a manager and was told all replacement parts have been ordered and we would be contacted when the 2nd replacement parts arrived to set up installation. Well here we sit and I have not as of 10/10/14 been contacted by Window Works to complete the warranty work. I have requested that the owner call me and have yet to hear from anyone. I'm starting with the BBB for help to resolve this issue. If I do not hear back from BBB and Window Works I'm going to *********** along with hiring an attorney. This has gone on way to long! ************************* It took less time to build my house than it's taken Window Works to make good on their contract with me!

Desired Settlement: I want the work that I contracted with Window Works to be completed by December 1st, 2014. If I am not contacted by Window Works then I'm going to the ********************************** along with hiring an attorney. I want to be done with Window Works!

Business Response: Initial Business Response /* (1000, 5, 2014/11/20) */ Contact Name and Title: **** *****, V.P. Contact Phone: XXX XXX-XXXX Contact Email: ************************ This complaint stems from another instance of the well-documented supply line issues that our company (as well as many other window companies) have experienced this year. We finally have all of the correct parts necessary to complete the installation and when I spoke with Mr. ***** we scheduled the work for Monday, November 24th. I apologized for the delay and believe we will have his work completed on November 24th. additional info from business: Correction to earlier response: The work is set for Friday, November 21st. NOTE FROM THE BBB: Please hold off on your response pending the scheduled visit. Please update us on the outcome of the visit. ***** ****** Assistant Manager-Home Services BBB-Chicago & Northern Illinois Initial Consumer Rebuttal /* (3000, 7, 2014/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Installers arrived to complete work on 11/21/2014. Master Bathroom window glass was replaced but again has to be replaced due to defect in glass. Slider glass was replaced and come to find out that that was not the issue it was the frame and now has to be replaced. Was told they will order yet again replacement parts and be back in contact with us. ****** ***** Final Consumer Response /* (4200, 11, 2014/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Installers arrived to complete work on 11/21/2014. Master Bathroom window glass was replaced but again has to be replaced due to defect in glass. Slider glass was replaced and come to find out that that was not the issue it was the frame and now has to be replaced. Was told they will order yet again replacement parts and be back in contact with us. ****** ***** NOTE FROM THE BBB: Please provide an estimated date by which the ordered items will be received. ***** ****** Assistant Manager-Home Services BBB-Chicago & Northern Illinois 12/8/14 info from consumer: Window Works is scheduled to replace sider and bathroom glass this Friday. 12/10/13 info from consumer: Window Works was unable to fix the issues yet again! They reordered slider and bathroom glass. They are scheduled to come back on Friday December 12 to replace the entire slider and bathroom glass. My wife and I are very unhappy with the entire experience with Window Works. We have our fingers crossed in hopes they will fulfill our contract that we signed with them back in April! Final Business Response /* (4000, 13, 2014/12/12) */ All products and service have been completed at the *****'s residence as of today, December 12th. We have a signed service request that all work has been completed.

12/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8-19-2014 I purchased both an front entry and Patio door from Window Works. My salse rep **** has been great with his follow up but immediately after signing the paper work which stated that my doors would be installed 2-4 weeks after the contract was signed everything fell apart. My wife and I decided on Specifics of the door on Sept 2 2014 and the door as we were told was ordered that day. The problem was that the patio door was not ordered on the same day and we were left waiting for our additional door as well as received a bill for both doors. Upon reaching out to ***** who places the orders on numerous occasions he always failed to follow up while admitting fault in forgetting to order our patio door. I was also given the sales managers contact information and reached out via email and phone never receiving a response until I called back for a third time demanding to speak to someone in charge. Before contacting *** ******* on the week of NOvember 21 **** my sales rep told me that *** informed him that he had and would again reach out to me which never happened. When *** finally reached out to me on the Week of Nov 21 he sounded as if he really didn't care either way if I were to keep the Patio door or not. His exact words were "The door is here what do you want to do" I was informed by ***** that the door wouldn't be in until Dec. The problem was that communication has been horrible and no one besides **** has kept their word or apologized for dropping the ball on not ordering our door. We have already put 1100 dollars down on the merchandise. So after speaking to *** the week of Nov 21 and asking if he would discount the Patio door for our trouble he agreed to and said that he needed me to sign an addendum to the contract. *** said that we would come to my home on Nov 25, 2014 at 6 pm to have me sign the documents. *** contacted me at 5 pm on Nov, 25, 2014 to inform me that his last meeting ran over and that he could not make it but that he would be at my home for the install Nov 26, 2014 between 12-1 pm. It is now 1:11 pm on Nov. 26 and the installers nor *** are here. Also *** said that he would email me a copy of the addendum the evening of Nov 25, 2014 and has also failed to do so. This has been a nightmare from almost the beginning and no one except for **** seemed to care. I would NEVER refer anyone to Window Works. Their contractors are great and our front door looks great but their follow up and customer service is HORRIBLE! No one has called to say that they are running late while I sit home and wait on a door that was supposed to be installed over a month ago. Terrible!! Also when I spoke to *** on Nov 25 after he couldn't show up he mentioned that he would include the discount in the email to be $400 when on the phone the agreement was $500. When I mentioned that to him he said "Oh if that's what I said then I can do that"! How could you not remember or right down an agreement that you make with a customer especially being the manager? It's bad business and frankly I am in disbelief that anyone could act this way towards a customer. PS it is now 1:18 and there is still no one here.

Desired Settlement: I am looking for a refund on my Patio Door that still hasn't been installed!It has been financed and I already received a bill for a product that I don't even have!!!

Business Response: Initial Business Response /* (1000, 5, 2014/12/03) */ Contact Name and Title: **** *****, V.P. Contact Phone: ****XXX-XXXX Contact Email: ************************ This complaint was resolved before we received it. We installed the patio door on 11/26 and agreed to a monetary settlement with the customer. I personally spoke with Mr. ****** yesterday and verified that there are no further issues. As far as him receiving a bill, this was an error on our part. When we completed the entry doors on the order, thinking the order was complete, our office processed the charge . When we realized the error a few days later, we immediately reversed the charge until the order was fully completed.

12/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased window replacements on 6/13/2014 from WW and made a down payment of $3,547. I was to pay the remaining $7,094 when the windows were installed. The salesman ***** ****** advised me numerous times during our meeting that day that the installation would take only one day and that it should be completed within 12 weeks. It is now 24 weeks since I made a down payment for my windows and I can not get anyone from WW to return my phone calls for an installation status. On July 30th I received an e-mail from ****** ************* that she had received the approval from my Homeowners Association and that the order would be placed into production. On Sept 23rd after not receiving any further statuses from WW, I sent an e-mail to Ms. ************* requesting an update. On Sept 26th I received an e-mail from *** **** ****** stating that she would be following up with me on Friday Oct 3rd to schedule my project. No one phoned on Oct. 3rd. On October 9th a WW employee telephoned me to schedule my installation. At that time I learned that it was not a one day project, but a two day project. I repeatedly asked for an explanation as to why Sean Agnew sold me the windows with a one-day installation selling point but received no response. I agreed to the two day installation time frame and the windows were set to be installed on Nov.14th and 15th. On Nov.12th I received a call from ******** at WW that my installation date needed to be changed due to weather issues. I advised him the only new dates that worked for me in November were 21st and 22nd. He advised that his Manager needed to verify those dates with their installers, but that it should work. ******** advised his manager would be calling me the next day to confirm the dates. I heard nothing from WW. I waited on 11/21 for the installers to arrive or a phone call from WW, but heard nothing. On 11/21 in the afternoon I phoned WW for a status. No one could give me one. I requested that someone call me back and was advised that '*****' would be calling me back shortly with an update. As of 12/2/2014 I have heard nothing from this company.

Desired Settlement: I wish to have my $3,547 refunded to me and have no further contact or business with this company.

Business Response: Initial Business Response /* (1000, 5, 2014/12/12) */ Contact Name and Title: **** *****, V.P. Contact Phone: XXXX XXX-XXXX Contact Email: ************************ We have reached an agreement with the customer. The installation was started today, December 12th, and we have agreed to a discount as well.

12/10/2014 Billing/Collection Issues
11/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 12th, I signed an amended contract. That contract stated that completion and delivery would take place in 6-8 weeks from the date of the amended contract. It is now in week twelve. I have tried to contact the company and find it incredibly disappointing that I have to beg for information on my order, they already 2000 dollars of mine and I'm supposed to hand over another 2800 to a company that can't keep their end of the bargain and can't even have the courtesy to update me? Their production manager is very curt in her emails as if I'm bothering her for demanding to know where my product is. Im a single mom and worked very hard to save money for new windows to have this winter. That's why I ordered them in July!! My disappointment covers not only their failure to deliver when they promised, but also their customer service is horrible. At my job, I explain to customers if there is a delay and why and work my butt off to fix the issue. They just don't care.

Desired Settlement: If my windows won't be in by winter I would like a refund so I can go elsewhere or at least a discount for waiting this long and questioning everyday if they even have my order or just took my 2000 and ran

Business Response: Initial Business Response /* (1000, 5, 2014/11/14) */ Contact Name and Title: **** ***** Contact Phone: XXX XXX-XXXX Contact Email: ************************ This complaint ties into the well-documented supply line issues that our company (as well as many other other window companies) are experiencing this year. I have spoken with Ms. ****** several times.We are working towards a resolution. We are scheduled to talk over this weekend to finalize the schedule. Ms. ****** has been very understanding and I look forward to her being completely satisfied in the very near future, perhaps next week.

11/11/2014 Billing/Collection Issues
10/31/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The patio door has been leaking from the very get-go--right after installation. During two rain storms, my kitchen floor got flooded. The leaking water seeped into my basement causing ceiling and wall damage. Window Works sent a contractor after the first kitchen-flooding incident--against my demands for a whole crew an a new patio door. The contractor was unable to solve the problem--i.e., seal the patio door--which resulted in another kitchen/basement flooding with water. The company is impossible to get in touch with during night/early morning hours which only exacerbates the problem--am I supposed to stay awake all night and make sure that water doesn't ruin carpet on the basement floor as well?

Desired Settlement: I'm looking for patio door replacement, compensation for my personal time wasted--as I was trying for two whole nights, when rain storms occurred, to prevent any further damages to my property--and compensation for the water damages that have been already caused by water coming into my house thru the faulty patio door.

Business Response: Initial Business Response /* (1000, 5, 2014/10/10) */ Contact Name and Title: **** ***** Contact Phone: XXX XXX-XXXX Contact Email: *******@gmail.com We visited the customer on October 8th. We removed the existing j channel and siding above the door, removed all old caulking and installed additional flashing on the the unit. We are also replacing the wood stops around the around the inside of the door with new stained and finished material. We believe the problem has been corrected and eagerly await the next heavy rain to prove it out. We talked to our customer and all is good. I've attached a copy of the signed completed Service Request.

8/22/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Signed a contract on 03/08/2014 totaling $16,211 of which $5,404 down payment has been made, by my husband with a scheduled completion date of 4~8 weeks from DATE OF CONTRACT. After five "unsuccessful" telephone calls placed to Window Works, since March, and always waiting to have someone return our calls (more than one business day/with many excuses for delay of delivery), my husband and I in our 22nd week of waiting for the delivery of our windows. I strongly feel Windows Works is in "BREACH OF CONTRACT".My husband has made every attempt to be patient with Window Works. I, on the other hand am becoming extremely concerned about the validity of this company. Our money is tied up, not gaining what little interest there is to be had and the remainder of our home remodeling/decorating has come to an abrupt halt.As a result of yet another phone call to Window Works, my husband was expecting a call from the Owner of WW today (07/21/2014). As I suspected, that never happened. If we can't get our product delivered in a timely fashion, my serious concern is what happens if/when we FINALLY get our product and need repairs (perish the thought) in the future? Product_Or_Service: !/Bay; 1/Bow and 12 Double Hung Windows w/Screens Order_Number: No Order Number Give Account_Number: Executed Contract

Desired Settlement: DesiredSettlementID: Other (requires explanation) We request the completion and delivery of all our windows NOW! I believe we have been patient long enough. How much longer must we wait?WE WANT A DEFINITIVE DELIVERY NOW!

Business Response: Initial Business Response /* (1000, 5, 2014/08/09) */ Contact Name and Title: *** ***** Operations Mgr. Contact Phone: XXX-XXX-XXXX We are very sorry for the delay that the customer has experieced. I have been in close contact with the custoemr for over a week before we received this complaint (we received complaint 7/31 however the customer says the complaint was made 7/21. We are waiting for glass to be completed on their order. The windows are completed and have been for some time now. I explained that our glass packages are top of the line and we are at the liberty of our glass manufacturer which is currently behind in production. Their glass order is in production and I have explained the potential completion dates with customer which we have come to an agreement on. We have also secured a financial discount from our glass manufacture which is being passed ******** to the customer. The glass manufacture has accepted full responsibility for this however the team at WindowWorks also accepts responsibility and we ensure the customer that the completion of their project is a top priority for us.

7/14/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a new sliding glass door on March 17, 2014; my agreement indicates that "installation is scheduled to begin and be completed in 4-8 weeks from date of agreement". I ordered the door on the first visit from the salesman and I am paying cash for the door; I gave a downpayment of $850.00. Since I live in a condo, an approval was needed from my association; I received the packet to send to my association on March 29, 2014 and got the approval back from them on April 3, 2014. I faxed it the next day and got confirmation that Window Works received it. On 4/18/14 I got a call from Window works stating that my door was in production and would be ready for installation in 5-6 weeks. On 5/21/14 I received an email from the production department stating that the door will be completed on 5/30/14 and would be transferring to the warehouse on 6/02/14 and someone would contact me at that time to coordinate installation. On 6/03/14 I called the production department to get an update on my order since no one had contacted me; they were unable to get any information on that day and promised to call the next day. By late afternoon on 6/04/14 still no update, so I called Window Works myself. I was told at that time that the door did not pass ******* control and it would be another 3 weeks. This was unacceptable to me and I expressed this to the woman on the phone; she put me through to someone in magagement I'm guessing and when I spoke to him I told him I was extremely unhappy with the company and asked what he was going to do for me. After a long pause, he said he could probably do something and that he would call me back the following week. I received no phone call from him or anyone else in that company. On 6/23/14 I received an update from Window Works stating that my door would be another 2 weeks and be completed the week of July 7th, no explanation as to why; that will bring it to 16 weeks since I ordered the door. I understand that things happen, but there is no customer service in this company, they never tried to resolve this and no one from upper management has ever contacted me. I expected more from a company with an A+ rating from the BBB.

Desired Settlement: I am seeking to be refunded my deposit of $850.00; I will pay the remainder of my bill upon installation of the door.

Business Response: Initial Business Response /* (1000, 5, 2014/07/03) */ Contact Name and Title: *** ***** Operations Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ******@mywindowworks.com I spoke to the customer and they didn't intend for this complaint to be made. She exited off the site before completing it. I personally spoke to ****** and she is satified with the company's solution to complete her installation.

6/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed the contract with Window Works on Jan 25th. On that day they mentioned that my windows can be rushed and installed in 3-4 weeks. So far, May 5th I do not have anything installed In addition to delays for 3+ times because of issues on their own, today they let us know we have two more weeks delay with no explanation about the reason. I expressed my unhappiness with the level of disrespect they show to their time promises and had no single call to address my concern that did not result in yet another delay

Desired Settlement: I am looking for the following: - Window Works developing a habit to respect their promises so no other customers have to suffer and waste time like I am doing since Jan 25th - I need date for every single change Window Works will be doing and penalty when delays happen of 10% discount for every one week delay - I need to be substituted for excessive delay that I incurred already

Business Response: Initial Business Response /* (1000, 5, 2014/05/16) */ Contact Name and Title: *** ***** Operations Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ******@mywindowworks.com In response the complaint, we recognize there was a communication lapse by our team and we apologize for any inconvenience this may have caused. This precipitated from a situation that is very uncommon however it is our fault. This is a large order and 3 of the windows suffered damage in transit. When this occurs, we always make new units and rush that process to avoid further delays. Our mistake was not communicating the exact date that the new product would be delivered. We have put additional employees on this and we are very sorry for not communicating the delay properly. The new windows are expected to be completed 7 days from today. We will then call to set an installation time and date that is convenient for the customer. For this inconvenience, we will issue the customer a check for $200. This is an issue that we have since created a specific process for to prevent it from happening to another customer. Initial Consumer Rebuttal /* (3000, 7, 2014/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello Thank U for BBB for helping getting me a response, and WindowWorks for responding My original request included agreement for a 10% penalty for every week of delay, I did not see a response to this. Does this mean more delays is part of the process and it will continue to happen? To me and based on my experience with WindowWorks, this is the only way to show commitment Also on may 16th it was mentioned that within 7 days a visit will be scheduled. Today is May 23rd and I did not get any contact from WindowWorks Thanks ****** Final Business Response /* (4000, 13, 2014/06/11) */ Mr. ***** and I have come to an agreement to resolve this complaint. We have offered a substantial discount and Mr. ***** has agreed to the terms. He promised to advise the BBB that the situation is fully resolved when the installation is complete. Final Consumer Response /* (3000, 11, 2014/06/02) */ On Fri May XX XX:XX AM my wife got an update from senior management at WindowWorks - I really appreciate Sr management at WindowWorks calling us. However it is a continuation of the same pattern of: call at the very end of the week (Fri), WindowWorks is late again for one/two extra week, and the reason for delay is damage during transportation I will remind WindowWorks with my original request of 10% discount per one week delay. Since then they are delayed by two weeks as of today. And I never heard anything back from WindowWorks about this specific request I would really appreciate straight written response from WindowWorks instead of phone calls talking about partial deals and broken glasses Also I am repeating my request for 10% discount for each week of delay which puts me at 20% discount so far, I do need a response for this. Also I repeat my appreciation for Sr management followup, but I do need this Sr management to explain a delay on order that was signed on Jan 25th and since then we got ~7 delays for reason they are all in the range of mis-measuring, mis-transportation, mis-estimating, ... This clearly says something about the service, and IMO it does qualify me to get the requested discount Thank You All NOTE FROM THE BBB: Please hold off on your response pending contact with the consumer. Please update us on the outcome of the conversation. ***** ****** Assistant Manager-Home Services BBB-Chicago & Northern Illinois

6/6/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 8/22/14, I signed an agreement with Window Works to replace windows, front door, siding, trim, facia, and gutters. Total cost of the job was $33,730. A downpayment of $6900 was made to Window Works. Bldg permit was granted by Village of AH in mid Oct. Crew did not show up until mid December to start work. (The first snow of the long winter started 3 days after their arrival). WW worked with a Contractor named "****" who deployed a single worker for the siding work after the Window and door crew had departed by roughly third week of December. Gutter guy showed up in January or Feb. Within the first week of the insulation installation, it blew off in the wind and had to be redone. There were also documented issues where the front porch outlet was mounted incorrectly and door bell was attached with two puny nails. *** of Window Works was contacted for resolution of this issue, but the original push back on redoing this work set the stage and tone for the remaining of the relationship thru present(delay, deny, delay). In March, I had water creep into the basement which happens to be located directly below the kitchen window/siding installation. In late Feb, my wife notified WW that there were a number of issues with the job. They sent a fellow named **** who basically denied a number of the points my wife was making(refer to previous BBB complaints regarding companies deployments of ****). I had to get involved with the unresolved issues on Feb 26 and demanded **** not be involved. Company refused and insisted upon ****'s involvement. Documented issues included poor mitering on J channel/Flashing joints(that were later sloppily covered up with caulk), Poor garage door cover mitering(that was later sloppily covered up with caulk), Improper J channel and trim finishing at the base of the house, improper front gable facia construction(visually poor and right side bulging), poor gutter constr., and missing garage weather stripping. We were told by Window Works they were sending a "hand picked crew" to resolve the issue. Crew arrived in April. Cosmetic changes were attempted on the front gable as well as numerous caulking on miters. Upon follow up inspection of the home there are still issues in the areas of Trim(sloppy cuts and measuring), Facia(nails showing, front gable still buckled, visually unappealing use of multiply pieces on side gables), non square corners at the side of the house, obnoxious gutter pitch on the front gutter, sloppy bending on the corners of the back gutters, 1/8 to 1/4" gaps between the tops of a number of windows and doors and the associated J Channel/Flashing(leakage?), and who knows what else. During the week of April 14/April 21, *** W the project manager called asking if we were satisfied and if we could close out the job. I called *** on 4/22 and indicated because of sloppy craftsmanship and issues with gutter and facia, Window Works needs to consider reducing the quote for the job(Facia material is garbage and overall work is horrible). He said he was not authorized for that and asked if he should escalate the issue. I indicated for a job that was quoted in the contract at 4 to 8 weeks and now we're entering the 8th month it hadn't been already and asked him to do so. Later that afternn, I was contacted by ***(owner?) of WW and again expressed reduction of job cost centered on Facia and Gutter work. *** said he could offer a $100 dinner but only he was allowed to "make it right". I told him I would follow up with him on 4/23. Lack of progress with *** coupled with further thought, I began to conclude the following. -Looking closer at the siding, and with basemt water ingress coinciding with new kitchen window location and siding, I am not satisfied with the siding job either. -based on WW previous 3 interactions, WW is not capable of fixing issues. Called *** on 4/23. Impasse. Will not sign off on job. Arbitration requested.

Desired Settlement: I am requesting project cost reduction in the amount arbitrated so I can correct the issues on this project with another, qualified vendor. My house is my only asset and I feel this work actually devalues the value of my home and would be a potential treasure trove for any home inspector if I try to sell it. Window Works has demonstrated a lack of ability to complete a siding, gutter, trim and facia job. Because of this historical behavior and duration of this project, I am not comfortable with any further work by this company. As stated to *** on the phone on 4/23, I will pay them for the front door and windows, but anything else scoped out in this job needs evaluation by an impartial 3rd party judge/arbitrator before we can proceed in any reimbursement.

Business Response: Initial Business Response /* (1000, 5, 2014/04/24) */ Contact Name and Title: *** ***** Operations Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ******@mywindowworks.com In response to complaint #XXXXXXX I personally discussed this project with Mr. *********** on 4/22/14 and 4/23/14. He provided me with 6 new areas of the home that he feels need to be serviced. These services could be taken care of by our service department within 4 or 5 hours. We offered to complete the services and send him $100 gift card for dinner as a way to apologize for any inconvenience. He refused to let anyone from our company back out to the house and stated he wants to be compensated for the work not being to his satisfaction and that he would not be paying the balance of $26,830. I restated that we want to come out to service the areas that he was not satisfied with and we could even complete that service the next day because our service department is very slow. He again refused and stated I wasn't working with him which was hard to grasp because I offered to resolve all of his concerns. He stated our installers had enough chances however I replied that each time they left, neither him nor his wife could identify any remaining services. With over $25,000 owed for the work completed, we are more than willing to complete the repairs however we requested all homeowners be present and we would send out a service tech, installers, siding manager, and a production manager to ensure all issues were completed. The facts stated in the complaint are not exactly as we have them. There were two contract amendments completed on 9/9/13 and 10/24/13 which was done because the customer wanted to change the door we would be installing. With that said, the project could not move forward until all products were in. Once that happened, we called to schedule and set on the date of 12/2/13 in which the installation began (not the middle of December as the complaint states). All exact dates are below: 8/22/13: Initial Sale 9/9/13: Amendment to sale changing product 10/24/13 Amendment to sale #2 changing the glass in door. This order was held due to change requested. The customer made the change on the 24th of October Week of 11/22/13: All material is ready and we called to schedule. Date set for 12/2/13 12/2/13: Installation started with windows being completed first 12/3/13: Siding installation started. Due to extreme weather, the installers worked as much as possible over a 3 week period. On December 23rd, the customer asked us to come back when the weather warmed up. 2/4/14: The weather warmed up enough to complete the job so installers went back to job. Customer was not happy and said to come back in March 3/5/14 Siding department manager and service tech went to visit customer at their home. They went over a list of items and said the weather was too cold and they did not want us to come back until April 4/10/14: *** the siding department manager and a different installer met at the home to review what needed to be complete. All repairs were discussed and scheduled to be complete on 4/14/14 4/14/14: The installers and *** (siding department manager) and service tech **** all met at job and completed the full list of repairs as requested. When asked to sign off, the customer explained they were not happy but couldn't give them an exact reason why. After asking several times, they were told a list would be provided at a later date 4/22/14: *** called customer and asked if they were satisfied or if they had a list. *** was then told they want money off because we cannot make them happy. *** referred them to the myself (operations manager) 4/22/14 & 4/23/14: I called Mr. *********** and discussed why he didn't want to pay. As explained above, he requested to be compensated for the long wait. I explained that there really was not a long wait and that the biggest cause of the wait was the change orders that he requested along with horrible weather that we could not control. I offered to send them a gift card and complete anything that he was not happy with. He provided me with a new list of items and I offered to send a service tech out the following day. He refused and asked for money off insinuating he wanted thousands of dollars off. I explained we couldn't take off that kind of money however we would fix all his issues immediately. He refused and hung up. We look forward to a quick resolution and our offer to complete the service remains. Initial Consumer Rebuttal /* (3000, 7, 2014/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from Mr. *****. Whereas I called out 6 items to him on 4/22(note, this request is at least the third time they have been out fixing items that should have never been that way in the first place), I further inspected my home post call that evening and have come to the conclusion that the entire job(currently excluding doors and windows) is a "do over." I have no faith nor trust in Window Works ability to complete this job and challenge the original job quotation based on poor quality and final installation(there is even a point where a totaled car can't be fixed). I request BBB Arbitration/Mediation of this dispute, complete with independent inspection of work done to my house to determine a fair resolution. Final Business Response /* (1000, 15, 2014/05/27) */ Response to complaint# 94498674 *********** 1 message *** ***** <******@mywindowworks.com> Sat, May 24, 2014 at 9:37 AM To: "*******@chicago.bbb.org" <*******@chicago.bbb.org> Cc: "*******@chicago.bbb.org" <*******@chicago.bbb.org> ****, I sent the following response to ***** and received a response that she is out of the office until June 2. I have copied ***** on this as well. As you will see, I believe the case has finally broke through and the customer has given us a few items that will make him happy. See below and please let me know if you need anything else from us. We will be trying to get this all handled early next week. I have copied and pasted our response below. *****, Good morning. I am responding to the complaint through email because there was not another way listed on the return response. I spoke with ***** *********** yesterday about his concerns and offered to send a crew to fix the 2 gutter areas he is concerned with. His other concern is our warranty which we typically send out after an invoice is paid. We are getting him copies of that. Also he does like a couple areas of fascia and felt we should give him $5,000 for those areas. After I explained we could install all new fascia on the entire house for on $760 of cost, he said agreed to $2,500 which is still high. To put this to sleep, I agreed. With that said, I received an email from him after he spoke to his wife and this is the direction he wants to go. I am waiting for him to give me a day to look over his gutters and siding. If there is in fact a problem, we are going to fix it at any cost. In the meantime, we are sending him copies of the warranty. I want to clarify that we are willing to go to arbitration however my feeling is this case will be solved without it. My deadline to respond is tomorrow May 25, 2014 so I needed to get something to you today. Please feel free to contact me with and questions or concerns. And thank you for your help with this case. Thanks *** ***** WindowWorks Inc. Final Consumer Response /* (4200, 11, 2014/05/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no " last day of service" as Window Work contends, nor did Mrs. *********** give any implied approval. The last visit by Window Works by their "hand picked crew" was to try to fix some of the issues(sloppy front finish) but in several cases left the site in worse condition then when they got here. (example, bubbling front gable rake trim). I'll testify under oath that I received a call from her at work where she expressed extreme frustration with the work Window Works was doing. All this posturing by Window Works is just further rhetoric by them and does not mask the fact that there was minimal involvement and often negligence by them during all earlier phases in this project. The fundamentals of the dispute are as follows: 1.)Window Works hired a substandard subcontractor(s) to perform the work in the contract. 2.)The subcontractor(s) was worked thru the heart of the winter months(January and February) with no oversight/governance from a representative of Window Works. (It should be noted that a single man was tasked with the siding install during these months) 3.)Even though there were no auditing, onsite visits, or project milestone checkpoints by Window Works thru the duration of the project, Window Works is conveniently saying everything "looks great" and is good now that the subcontractor from 2.) has left the job and is placing the burden on the buyer(***********) to prove that assumption to be different. 4.)No information on materials used in the project is available to the Buyer(***********). At the end of the week of May 2, the Buyer(***********) hired an independent inspector and has determined the following: A.)Window information for the installed Windows made by Sound Solutions Windows and Doors LLC are not found on any public website nor can any information on this company and its products be found. Windows were found to not have Head Flashing installed. Based on lack of information and lack of evidence of industry best installation practice for these windows and the fact that the Arlington Heights Village Inspection was "conveniently skipped"(refer to last bbb posting and interaction by Window Works' ****** with the Village), Window Works must provide a lifetime warranty in writing guaranteeing that the installation will not experience seal failure in addition to all Warranty information listed on their Website as of May 7, 2014. B.)Information on manufacturer of siding used and warranty information was not provided to the Buyer(***********). Since the siding was stored on the buyer's uncovered driveway during the heart of the winter in its most contracted state, the buyer wants a warranty in writing that Window Works will replace any buckled/falling off siding for one full year starting March 31, 2014 as this will allow for one full temperature season cycle that would reveal installation defects. In addition, as part of full transparency, Window Works needs to reveal the manufacturer and composition of the siding used and provide in writing a standard siding materials guarantee as follows which appears to be industry standard: Percentage of Coverage Years Since Installation 100% Up to 5 90% More than 5 and up to 7 80% More than 7 and up to 8 70% More than 8 and up to 9 60% More than 9 and up to 10 50% More than 10 and up to 11 40% More than 11 and up to 12 30% More than 12 and up to 13 20% More than 13 and up to 14 10% More than 14 and up to 50 C.)Gutter over back porch is basically non-functional allowing all water coming from roof to spill directly on back porch without hitting the gutter. Channel where garage roof meets the upper living quarters is directing water to a non coverage spot of the gutter(gutter was cut short)and water is spilling directly siding and back patio without being properly channeled into the gutter. Since there is a gutter clearance issue which may necessitate the removal of j channel and siding to remedy the problem which would affect the warranty as outlined in B. above, Window Works needs to fix this issue to the buyer's satisfaction. The issue is documented by a "water test" conducted and video placed at http://youtu.be/XQbQnRbsj8E D.)The Buyer is extremely disappointed with the lack of overall craftsmanship with this project. Inspection has shown the following showing gaps on the east side of the house by chimney allowing for water ingress opportunity and water damage potential. Poor fascia and rake trim work install primarily on the front side of the house where front gable rake trim is already bulging after Window Works "fix" by "Window Works Hand Selected Crew". Crooked corners on the fascia/rake trim at the bottom edge of multiple gables. Fascia extending over garage and front porch is cut crooked and still has pen marks showing along the cuts. White vertical trim on Southwest corner was cut short and finish looks like the first sheet of toilet paper in a hotel lavatory. Bottom of back porch door trim was never anchored, leaving a bendable, floating assembly. Sloppy. Overall J channel mitering and finish is amateurish and sloppy. Based on the poor quality of work done and lack of faith in Window Works to perform work in above bullet points in a satisfactory manner, the buyer believes that a $6,000 reduction in project cost is more than generous as this is what we believe it will cost to have an outside agency perform this work to our satisfaction after multiple attempts and failures by Window Works. The Buyer is disappointed in Window Works. We were excited to have this project done when we signed the papers in August of last year and disappointed that Window Works is now resorting to acting like they're all about the service(only when it's time to cash the check) and portraying the buyer as "slow to pay". (The buyer saw no hurry on Window Works part to complete, audit the sub-contractor, or bill, for that matter, this job once the paperwork was signed. They must have got a deal on one cheap sub-contractor). To be honest, behaviors from dispute points 1 to 4 above and lack of transparency on the materials used actually may also be bordering in Illinois Attorney General Territory in the buyer's opinion. The buyer would like Window Works to comply with items A thru D above and let's put this nightmare behind us. Anything short of that, the buyer wishes to proceed with Arbitration.

2/24/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On August 16, 2013, **** ******, a representative of Window Works Inc., gave my brother and I (********* and ********* *****) final papers to sign to have all the old windows of our house replaced with brand new windows. These papers included the installation of fourteen brand new windows throughout the house, one brand new front door, one brand new rear door, and one brand new Bay window for the front of the house/living room. Total price for project with installation is $14,747. Specifications of the bay window: 118x61 DH/PIC/DH bay, white capping, and the bow will recess 12 inches out. Installation of the new windows around the house began December 16, 2013 and was completed the same day. Installation of the bay window began on December 18, 2013 and was completed the same day. Installation of the doors began December 21, 2013 and was completed late January 16, 2014. On Saturday December 21, 2013, my family noticed leaking from the inside trims of the front bay window. We told the installers to take a break from the door installation to look at the leaking trim. They added more caulking to the outside trim of the bay window to try and fix the issue. Despite the quick fix, the leaking persisted throughout the month. On Sunday February 2, 2014 the top frame of the bay window from the inside started leaking water profusely into our living room floor. We immediately contacted ******* of Window Works around noon to tell her that our front bay window was leaking from the inside. She arranged to have someone come by on Tuesday to look at the issue. On Tuesday February 4,2014 at 1230pm, a man named **** ****** came inside our house to have a look at the window (Job number: ********* He first claimed that the profuse dripping inside our house was caused by condensation inside the house involving warm and cold air and the curtains. I then pointed out that the leaking was not caused by the curtains but water dripping from the top of the frame inside in the living room. He then claimed that the water leak is caused by ice damming and the only way to stop the leak was by removing the ice from the gutters (even though temperatures were single digit throughout the week) and having somebody install leak proof mats. I explained to **** that we never experienced issues like this before with our old window with the same amount of ice buildup in the gutters. He later said that we need to remove the ice outside so the water will stop leaking and there is nothing that Window Works could do to stop the leaking. **** also pointed out from the outside that there was a new piece of outside gutter trim installed.I told **** that the new trim was installed by Window Works. This outside trim location is the exact location of the leak from the inside of the house. Improper installation of our bay window caused the profuse leaking inside our home. Not once has our old living room window leaked this much prior to the installation of the new bay window. Not only did water pooled into our hardwood floor but the leak created water damage to the newly installed window sill and trim of the bay window. There is also a electrical outlet right under the bay window and this water leak could have potentially damaged our electrical system. I would like for Window Works Inc. to redo the entire bay window to replace the water damaged wood and to prevent further leaks occurring in the future. Pictures are available upon request.

Desired Settlement: I would like for Window Works Inc. to replace the entire front bay window because of the water damage to the newly installed trim and window sills and to prevent leaks occurring in the future.

Business Response: Initial Business Response /* (1000, 5, 2014/02/21) */ Contact Name and Title: *** ***** Operations Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ******@mywindowworks.com Response top Complaint # XXXXXXXX I want to first state that we will do anything within our possibilities to make the *****'s happy. What we cannot do is replace the bay window without sufficient proof that the window is not working properly. In no case are we avoiding this as anyone will be able to determine from the details listed below. 2/2/14 - WindowWorks received a call on Sunday 2/2/14 from the ***** residence stating they had a leak. We informed them a member of our service department would call them back on Monday 2/3/14. 02/03/14 Service manager called the *****s to discuss their issues. They stated the bay window ledge has a lot of water sitting on it. We immediately set up a service call for the following day (Tuesday 2/4/14). 02/04/14 Tuesday. WindowWorks service tech **** ****** went out to home. **** spoke to the ***** brothers about the issues that they were experiencing. The parents were not home however we discussed with the brothers because their names are the ones on our agreements. **** asked where the water was coming in at; the younger Brother said at the bottom of the Window. The window had drapes and **** explained the problem was condensation because that's a spot where condensation accumulates however there was no water present at that time. The younger brother told **** he might be wrong about where it was coming in and asked to get his older brother. The older brother arrived and said the younger brother was wrong and the water was coming in at the top of the casing of the bay window. Upon looking at the window and installation, **** confirmed the window was 100% sealed. **** was then asked, "Well then how do you explain the water?". **** explained to the older brother that he noticed the gutters are damned up outside above the window and there was a significant amount of ice in the gutter. The water was coming in from water getting in under the shingles or behind their gutter and coming inside through the wall above the window. The gutter had over 6" of ice built up over the top of the gutter. Upon further looking at the gutter, it was clear that someone was actually trying to chip away at the ice above the gutter at some time before his arrival to the house. The son stated that he was not convinced and **** told him to get rid of the ice and the leak would go away. With the excessive cold, ice damming has been very prevalent this year and the heat from the home is melting the ice and causing this leak. **** also stated there is no surprise to us that they never had the issue before because the temperatures over the past month were some of the lowest consecutive temps that we have experienced in a very long time. The older brother signed ***** Service form that the Service was completed. (A copy can be provided) 02/04/14 Tuesday(7:33pm) We received a call from a woman explaining she has a leaking issue with her bay window. While her name was not listed as a customer, we found the similar last names and paired it with the proper order. She stated it had been leaking with a lot of ice building up. She was upset and stated if it's not fixed she will call an attorney. It was learned this is the contracted customer's mother. Because this call came in after our service department was gone for the day, she was told someone would call her first thing in the morning. 02/05/14 (8:29am) ****** (Service Manager) spoke to the son and he said he understood the damming explanation but his Mother & Father were not having it. He stated his parents truly believe it is the Bay Window leaking from the top. The Son asked me to have **** ****** (service tech) contact his Father directly on his cell phone. The following number was provided. (XXX-XXX-XXXX) 02/05/14 (Immediately after ****** spoke to Son): **** Stocks left a message with the Service phone number and his personal cell phone number and stated to call back with any questions and he would be happy to explain the situation. No one from the family has contacted the company or **** since that time. RESOLUTION In conclusion, the BBB complaint has not been made by **** and ********* ***** which is whom our contracted agreement was with. Nevertheless, I understand their parents are not trusting us with our statement that the bay window is not the cause of the leak. For that reason, I propose we have all pertinent parties present and we complete a water test solely on the window. The water test will put extreme stress on the window as it will generate approximately 2.5 gallons per minute of water on the window from a horizontal angle which is not a condition that is realistic with mother nature's possibilities. We are very confident the window will perform under these measures and if for some reason it doesn't, we will complete all required repairs to the window as needed. We can complete this test on any day that is above freezing temperatures. Sincerely, *** ***** , Operations Manager Final Consumer Response /* (2000, 7, 2014/02/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this water test on the bay window and i will call the company as soon as the weather gets above freezing temperatures. -*********

2/21/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased new windows from Window works in october of 2013, and were installed mid november 2013. We have a build up of condensation (to the point of dripping) on the interior of the glass when outside temps fall below 20 degrees. We contacted Window works, they sent out a tech(Rick). He stated the condensation in our home was too high, however our furnace humidifier was not working prior to, and up to the date the tech came out. Our humidifier was repaired that week. We scheduled an appointment with the window manufacture as conditions persisted. Darnell the representative of the manufacture stated that the windows were new and needed time to release any moisture between the home and window during install. He asked if foam insulation was used during install, and it was not only fiberglass insulation. He seamed uneasy about that. (I was told by our sales man (Matt) that foam insulation will be used).He said if the condensation persists call him because that is not normal. That week temps fell below 20, moisture came back on the windows and in most cases froze. We have several pictures showing two 2 " of ice & moisture build up on our windows. We contacted Darnell stating moisture is occurring. He contacted Window works which called me to see what is the issue. I spoke to Kathy, (again) at window works and explained the moisture came back after Darnell came out, explaining that it will go away and is not normal. Kathy expressed we may have too much humidity in our home. We have set out humidifier below the proper settings of Window works by 5% ever since it was fixed. I explained I have a double pained glass sliding door that has never shown a buildup of moisture or ice while their windows constantly have. She was understanding and assuring that this will be fixed and is not normal. We scheduled an appointment with Rick from window works to do a moisture test in the home Jan 6. Rick cancelled due to weather. Spoke to him over the phone which he claims this is normal for these windows. Product_Or_Service: 11-26-2013

Desired Settlement: DesiredSettlementID: Replacement I would like an adequate window that does not sweat and freeze to ice, such as my sliding glass door & kitchen door window never shows these conditions. Since foam was recommended by Darnell (& sold to me by ****) perhaps too much cold air is reaching the windows. I want foam insulation around my windows to ensure ultimate thermal performance as stated in their brochure. ***** said that Low e glass will not cause moisture on windows & perhaps they need to change the glass. I have low e glass.

Business Response: Initial Business Response /* (1000, 5, 2014/01/17) */ Contact Name and Title: *** ***** Operations Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ******@mywindowworks.com Response to BBB complaint case # XXXXXXXX Customer Info: *****, ******** A. There have been a total of 3 service requests before receiving this complaint. Upon receiving each request we have sent out a service tech to evaluate the claim and determine what steps must be taken. The first visit was not from a service request rather a negative review the customer posted. We contacted them immediately to set up a service. Below are the findings from each visit: 12/10/13: Our service tech **** visited the property to inspect condensation on the windows. Upon visiting he found no condensation on the glass however the humidity level of the home was above normal and he informed customer that high humidity levels in the home will cause condensation to form on the inside surface of the glass 12/20/13 After receiving another service call, we had the factory service rep visit the property. Contrary to the information in the complaint, the factory service rep disassembled each window and verified the installation was correct. He also removed all glazing beads and verified there was no seal failure. Upon completion, he discussed high levels of humidity in homes make condensation formations on glass very common this time of year. The customer signed off on the work order which is included in this response. 1/6/14 We visited the house because the condensation came back and the customer wanted us to visit the property to look at the windows. We sent a service tech back and he inspected the humidity level of the home. The results showed the humidity levels of the home were above 40% and that was causing the condensation. He explained how humidity levels creates condensation on any colder surface. After receiving this BBB complaint, we wanted to go back out review the windows. We did find there was fiberglass insulation used by the installer. At this point we have offered the customer a different type of insulation if they were interested. The fiberglass may provide better protection from the elements however we are open to installing foam if they choose. The only reason fiberglass may be better is because of the air space in between the window. It's hard to guarantee which is better in this case. We did discover an area on the window that could benefit from more weather stripping so we contacted the factory and asked them to please go to the home and install weather stripping. This is a solution however it will not prevent condensation from forming if humidity levels are high. The condensation forms when humidity levels are high (warm) and that meets a colder surface (glass). Typically this happens when the temperatures are very cold. While it can happen anywhere, it typically occurs close to heat registers or kitchen sinks, both of which are known for increasing the areas humidity (heat and hot water). In conclusion, we are committed to doing whatever is necessary to make the ***** family happy. The factory is visiting the home and to my knowledge the customer is happy with our efforts to this point. There are copies of all WindowWorks and factory service documents attached. Final Consumer Response /* (3000, 12, 2014/01/28) */ Regarding the visits listed in their response: 12/10/2013 - Tech was sent out because I called to inquire about the ICE that was forming on my windows. Since I was not satisfied with the response via phone they sent out the tech, **** to "ensure proper installation, and easy my mind." Not only was **** very rude and smug but he was also very unhelpful. He opened one window to show me the "seal", he told me about how high humidity can cause condensation. I explained to him that there was no way my homes humidity was high, as my humidifier had been broken and had not been working all year. He did NOT run any sort of humidity test, he simply gave me a paper explaining how to lower humidity. Completely unhelpful. 12/20/2013 - The factory service rep, *******, was at least friendly, but still was unable to provide any solutions or explanations. He only removed 3 windows to check installation and glazing beads, NOT all windows as listed in the response. He explained how high humidity can cause condensation, but also expressed that the level of moisture we were seeing on the windows was NOT normal. We explained how the extreme condensation and ice seemed to form only when outside temps fell into the teens or below. The next few days were supposed to be very cold and he said to see how the windows did, and to call on Monday if we had the same problem. We called Monday (12/23), because the windows did have heavy condensation and ice (not normal according to *******). Kathy, from Window Works, called us and wanted to set up an appointment to have a humidity test conducted in our home . This appointment was set for 1/6/14. We received a call from **** the morning of 1/6/14 rescheduling the appt to 1/8/14. **** again was very rude. 1/8/2014 (1/6/2014 as indicated in their response) - **** showed up and immediately remarked that he saw no condensation on the windows. It was around noon and it was above 20 degrees outside temp. As we continue to explain, the problem only occurs in the teens and below. He began to argue with my husband, insisting there was nothing wrong and the only issue was the humidity. My husband had to ask him to conduct the humidity test that he was supposedly out here to do anyway. It was clear that **** had no intention of conducting the humidity test until we asked for it. Upon testing the humidity in our home the results showed 28% humidity, NOT 40% as indicated in the response. 28% is within the appropriate range. Our frustration grows, as we feel that we have been doing more trouble shooting in trying to resolve this then the window company and factory. They should be the experts and should be able to offer possible solutions. Getting a DEhumidifier, in the winter, when the humidity within my home tests within appropriate limits, is NOT the solution. If these windows were made appropriately for this cold climate, then we should not have to suck every once of moisture from my home in order to solve the condensation issue. We have asked nearly every person along this process about the windows Condensation Resistance Rating Factor. We cannot get an answer to this from anyone, and have in fact been told this doesn't exist. It does exist, and could be exactly what the problem with this glass is. Perhaps this glass is not adequate for this regions cold winters. A brief description of what the Condensation Resistance Rating is can be found here: http://www.nfrc.org/WindowRatings/Energy-Ratings.html And further detail here: http://www.mnshi.umn.edu/kb/scale/condensationresistance.html Particularly the end of the article under General Recommendations and Environmental Context. Final Business Response /* (4000, 14, 2014/02/07) */ BBB Complaint Response to complaint # XXXXXXXX I first want to say sorry for any frustration that may be caused from this situation. The problem is created in winter months when the outside air is very cold and humidity levels on the inside are too high. There are different recommendations for humidity levels depending on the outside air temperature. For example, I have contacted Aprilaire (humidifier manufacture) to ask their opinions of the appropriate humidity levels. They informed me over 90% of their humidistats have the recommended settings on the device. They have the appropriate settings listed for 3 different outside air temperatures (-15, 0, and 15 degrees OR -20, 0, and 20 degrees). As the outside air temperature gets lower, so does the recommended humidity level settings. I can provide a picture of this if required. At an outside temperature in the negatives, the recommended humidity level in the home is 15%. This is where our customer is experiencing the problem. Once the temperature increases to something around 20 degrees, there will not be a huge issue unless the humidity level is above 35%. The recommended humidity level per Aprilaire for an outside temperature of 20 degrees in 35%. At 0 degrees, the recommended level is in the middle around 20 or 25%. With this said, I am not confident that anything will really improve this condition except controlling the humidity when the outside temperature fluctuates. Again, the issues with condensation will occur when the outside temperature and humidity levels are not in line with the recommended levels. Our Windows Condensation Resistance Factor While this number indicates condensation resistance for windows, all information available states this is not a factor to live by. A high condensation resistance factor will never decrease high humidity levels in a home. This number is something that most manufactures don't calculate because it is not a necessary factor required by the NFRC. Our windows do have a factor of 69 which is a very strong number. Our glass is Cardinal 366 which is built for our climate. The number 69 fits into the higher end of the spectrum with 72 being one of the highest and is ideal for colder temperatures. I can provide more detailed information if required however this is not the cause of the problem that we are dealing with. Our Resolution In an attempt to make Mr. and Mrs. ***** happy, we have decided to order new sashes and this has been discussed with them. Kathy in our production department has told me they are very happy with this. I approved this costly service because we truly do want the customer to be happy with everything we have done. I do want to point out that humidity levels above the recommended levels will almost always create a condensation issue. I am repeating that because in no way do I want to create an unrealistic expectation.

2/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 6 windows from Window Works. They were installed sometime in December. I noticed that there was condensation between the panes and called 4x before someone called me back. They stated that they needed to replace the window. They were to arrive 1/24/14 between 9am-11am to replace the faulty window. At 10:30am, I called to ask where they were and was told that their truck "supposedly" broke down and they would not be to my house that day after all. They asked if they could come the next day, 1/25/14. I said okay. They came on 1/25/14 with the wrong window. It was at that time I noticed one of the original windows had the wrong number of grids, so there was an additional window that needed to be replaced. I was told that "*****" would be helping me sort this out. "*****" called me Monday to say that my windows were ready and asked if they could come to the house on Thursday, 1/30/14. That date did not work for me, so I asked them to come on 1/31/14. They agreed to arrive at 9am. At 9:10am on 1/31/14, I contacted Window Works because no one was at my house and was told two different stories. The first was that my windows were "misplaced by shipping and were somewhere in the warehouse and they were looking for them". They asked if they could come at 11am. I said okay. At close to 11:30, I was told a second story: "The machine that was making my windows malfunctioned and delayed the manufacture of my product". How can this be? since ***** guaranteed my windows were made and ready for delivery on Monday when he contacted me? He stated, "They were supposed to be ready yesterday" (1/30/14). I have wasted more than one business day off of work or coaxing friends to be at my house when the company says they will fix the problem. Each and every time they have either not shown up, shown up with the wrong product, or flat out lied about what the situation was. I have no confidence that the next appointment I set up with them will be honored, and frankly, have little of my time off of work to spare to complete this project. It is unfair of me, as the customer, to hold up my end of the bargain. I desperately need assistance in holding this company accountable. I am a single mother that works very hard and can't take any more time off of work to be ignored. There is poor communication at this company. I call the service department and they don't know I have an appointment, and they call someone who says they can't be there until two hours later. "*****" at Window Works, stated to me today, "This is not my problem, and I am sick of being in the middle of it". She works in the service department. This is her problem. It is very confusing, fragmented, and a poor way to conduct yourself as a business.

Desired Settlement: This company needs to honor their word and stop wasting my time. I would like some form of compensation for the extensive man hours that I have been off of work waiting for them to complete the job they promised to complete. They have no respect for other people's time. Not once have they offered any kind of remedy for any of the time or aggravation they have caused and it's time to have that discussion. In addition to having the faulty and incorrect windows replaced, they should be doing something else.

Business Response: Initial Business Response /* (1000, 5, 2014/02/10) */ Contact Name and Title: **** *****, V.P. Contact Phone: XXX XXX-XXXX Contact Email: ******@mywindowworks.com The service was completed on 2/5/14. I enclose a signed service request. Through a series of mistakes it took us four appointments to get the service completed. There is no excuse for this. As of today we called the customer to apologize, we are sending her a check for her inconvenience and have upgraded our follow-through procedures in an effort to avoid this from happening again. We're sorry. Final Consumer Response /* (2000, 7, 2014/02/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accepted the response because the windows were replaced correctly. However, the wages and time wasted waiting for them did not come close to the $100 check they offered in return. I will not recommend their company in the future.

9/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1) I am due a rebate for referring the company to a neighbor. This was promised by the salesman and the office within two weeks of the neighbor receiving their door. It's almost three months later and I have not yet received it. The company has not returned my calls. 2) Window Works installed the "closure" piece on the security storm door so that it interferes with using my keys for the entry door. This causes me to drop my keys, bang my arthritic fingers causing pain, and delays my entry into the house which is concern at night. They said they would research a different size closure but have not gotten back to me. 3) They caulked over my door bell. After I complained, they removed the doorbell, recaulked the area but have not replaced the doorbell which their workers permanently damaged the outside. When I called the office and inquired about replacing it, I was told they would think about it. They didn't even offer an apology. 4) I paid for three doors and paid a separate fee for three locks but I only received two sets of keys! The doors are so expensive, I'm embarrassed to say how much I paid for them. Yet, they the company is so cheap they don't even provide you with a set of keys for each door. 5) The salesman stated the installers were licensed carpenters. He promised they would replace and repair the broken wood next to the frame. The bill of sale stated "fix minor wood repair around & under paneling (rear entry door)". The workers stated they would fix it but when I walked away they installed the door and frame without repairing the wood under the paneling. The workers pointed to the frame and stated they repaired it but stated they would not do the repair under the paneling. They did replace the frame, but that is a standard part of the door package. They did no repair under the paneling.

Desired Settlement: I expect to receive the rebate, correction of the "closure" part placement, repair under the paneling or payment towards my hiring of a carpenter, and reimbursement for the doorbell and keys.

Business Response: Initial Business Response /* (1000, 6, 2013/09/12) */ Contact Name and Title: **** ***** Contact Phone: 708/XXX-XXXX Contact Email: ******@mywindowworks.com I believe some of the confusion occurred because when receiving a call from ***** ******** the independent organization we use to monitor our customer service, Mrs. **** felt that the survey-taker was unresponsive to her questions about the installation. She apparently was under the impression that the person from ***** ******* was one of our own people. We visited Mrs. **** yesterday and addressed each of the issues as outlined in the complaint. We also gave her the referral check she was due. We have an appointment with Mrs. **** to return on Monday September 16, 2013 to perform the work as outlined in our signed agreement. The complaint should be fully resolved at that time. Final Consumer Response /* (450, 13, 2013/09/17) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated: Final Business Response /* (4000, 10, 2013/09/16) */ 9/16/XXXX X:XX p.m. I spoke with Mrs. **** moments ago. Our service department is still working at her home at this time. She said, "so far so good." We also discussed the issue of her speaking with *************. That was a misunderstanding on my part. I apologized. **** *****


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