Incorrect windows installed, one window missing, sliding door lock scratches the door, job not complete but already billed for it.
After settling on a price, we receive a call that they had forgot to count a window and our price was going to be $*** higher then the contract that we had signed. I told the sales rep that we only went with Window World (WW) because they had the lowest price. He then said that they would have to eat the cost as they advertise they will beat anybody's cost.
Ignoring the fact that our windows were to be installed in *********, in mid ******* when they finally did arrive, they were not the correct ones for 3 of the windows. I talked to the installer and then called my rep about the windows that day and was told it would be taken care of in 2-4 weeks.
On the 3 incorrect windows, they partially filled the gap between the new window and the house with foam and left it untrimmed/wrapped, inside and out and am able to still see daylight through the gap, letting cold air inside, wasting my money and letting the hot air outside (which does concern me if this is the quality of the rest of the windows that are already finished and wrapped). They also said they were going to wait to install our last window until the 3 replacements came in.
The next day when they came back to finish wrapping the windows they said they ran out of wrapping and would finish wrapping the remaining windows around the when the other windows came in.
So now after they have left, my wife notices that they broke some of our solar lights in our front yard. Previously my wife had discussed with WW about moving them and they said their installers were careful and that they shouldn't be a problem. Well apparently they were a problem.
So now i have 3 incorrect windows, 1 patio door that isn't wrapped, my bedroom window still unwrapped and still waiting for WW to install one window.
As we have waited for our windows to arrive we have noticed that the locking switch on the patio door is scratching the door itself.
My wife reached out to WW here in ***** the last week in ******** and was told the "President" would call her the following day. No such call came that day. If they ever did reach out to her, no message was left for us to know they called. Finally last week she called WW again to reach out to the "President" and this time was redirected to our sales rep. He said they are working on the problem but didn't have a date to have the issues resolved. He also said he would send someone out to look at the patio door. We are still waiting on that call to have that appointment setup, but not holding our breath on that.
In mid ******** we also received a bill for our brand new window! Which is great except that we were told that we wouldn't pay until the job is complete. My wife asked how come we were billed, our sales rep said it was out of WW control, it was something that *********** did and that we would need to discuss it with them.
Today I reached out to *********** to dispute the charge since the work was not complete, and besides wasting my time having to dispute this charge, when I asked to *********** Rep how do they know when to bill me, she said they will receive a ticket from the Retailer (WW) to bill the customer (me) when the work is complete, which means WW lied to us.
This has worked out great for advertising for all of our family and friends who have come over for the holidays and noticed all the unfinished work and embarrasses us for choosing such an unreliable company.
We also referenced a person when we signed our contract and that person has yet to receive their bonus for referring us.
We want our correct windows installed and the remaining work to be finished in a timely and agreed upon fashion.
We need to have the trim and wrap removed so that we can check the quality of the work, especially related to the foam between the window and the house as we can already see daylight between our unfinished windows and the house and we would be led to believe this is the standard of quality for all windows.
We want our reference to be compensated as they were promised when we used them as a reference.
We need our damaged solar lights to be fixed or replaced.
We would also like to be compensated for the energy that we are STILL wasting on unfinished windows where you can still see daylight especially knowing how cold it has already got this year.
If this cant be done we would like a full refund on our windows and patio door and our old ones can be reinstalled while we look for a new company to do the job correct and to customer satisfaction.
Contact Name and Title: ***** ******** - Owner
Contact Phone: ************
Contact Email: ***********************************
Mr. *****, we apologize entirely for the breakdown in communication between you, your wife and Window World. Your replacement windows were on order prior to receiving your BBB complaint. Unfortunately, this was a situation where an individual that made the mistake on the contract and measure sheet was quite hesitant on addressing that mistake. Something that should have been taken care of quite a while ago to the point you did not have to contact our office multiple times. Rest assured, the correct windows are in fact on order and are scheduled to arrive the last week in ******** (depending on the Holiday delivery schedule). The instant we receive your windows, our scheduler will contact you immediately to line up a time to get the correct windows installed, spray foamed to your satisfaction and have everything completed for you at once. This is not the way we do business and for that I am ashamed. Window World will do everything in our power to resolve your issues and get you taken care of promptly.
The individual that referred you to Window World will absolutely be compensated, but isn't done so until their job has been completed as well as yours. I will find out exactly who that referral is and issue a referral check without yours being complete yet, after all that is not anyone else's fault except ours.
If you would, email me with the make and model of your solar lights and Window World will replace all of them at no cost to make sure they're consistent and same models.
My installers will also make the proper adjustments on your patio door handle, odds are it was simply screwed on too tight.
In addition to the solar lights, Window World will issue a refund check of $*** to accommodate the increase in utility bills over the course of all this.
I left a message with you on both phones we have on file last Friday and have not received a phone call back, as I wanted to discuss this in person as well. We take pride in our customer service and reputation, but unfortunately there are times when issues do not get handled and addressed the way they should be. Please contact ***** ******** at ************ at your earliest convenience if you have any additional questions/concerns.