ComplaintsforWindow World of Savannah II, Inc

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They over charged me for over $200 and for the past 3 months have been avoiding emails, phone calls, everything. I have been dealing with **** ******* the manager, and when I do hear from him which is rare, there is always an excuse that they can't pay me back. Mainly the excuse is that he said 'Finance can't get it straight'. I called the person in charge of finance, she was out of office so I left a voice message and no call back. I have all the receipts, charges, everything, including emails and text messages where **** acknowledges the overcharge. When I call and ask to talk to the owner, my call is sent to **** ******.

  Business response

  04/10/2023

  I have reviewed the file and complaint.  Ultimately, the customer is correct and is due a refund.  She was overcharged by $200 at the end of her project.

   

  When we reviewed this matter, we had not been provided all of the information pertaining to this file.  Internally, there were communications and commitments made by one or more of our employees and the information was not provided to ownership until it was too late.  As the owner, I was not aware of the numerous emails and communications with my employees over a couple of months.  We have done a root cause analysis and have since modified our standard operating procedures to prevent this from happening in the future. 

   

  The customer has every right to be upset.  This sort of internal failure is not acceptable and cannot be repeated.  Our sincerest apologies for the troubles and inconvenience this has caused.  A check in the amount of $200 has been issued and mailed to the customer.  The check is attached for the record.

   

  Thanks

  --------------

  Thank You

   

  Sincerely,

   

   

   

  ***** ******

  Window World of Savannah

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

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

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

  Customer response

  04/10/2023

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

   Complaint: ********

  I am rejecting this response.   Complaint: ********
  I am rejecting this response because of many untruths in this response.  They DID NOT accept any reponsibility until this response to BBB, NEVER to me directly.  It is untrue that they reviewed the complaint and found it to be valid.  It is untrue that ***** ***** was not aware of the complaint.  The last communication to me after I provided information about the complaint through their company email, voice messages, etc., providing all the details repeatedly was an email of over 70 lines defending their position with the end of the email below.  I can provide the whole email to anyone interested
  -----
  Management and ownership consider this matter closed.
  Sincerely
  Window World of Savannah Team
  ***** ********
  ************************
  -----
  I responded stating my dissatisfaction with their response and that it's best that I share my experience with others to make sure nobody else goes through what I've experieced.  Their manager then emailed me with ***** *****r copied asking that I call to make an appointment, then go to their office to "MEDIATE" the issue.  I refused to put in more effort and be inconvenienced to go to their office for another discussion about their position.  I told them my frustration is NOT ABOUT THE $200 BUT ALSO ALL THE CUSTOMER SERVICE ISSUES from the very beginning after spending over $30,000 on windows.  I didn't hear anything further.
  That was the last communication with their manager, with ***** *****r copied.  Now they respond to this complaint stating all these lies and send me a check as if they truly saw the error, when they fought the complaint continuously until the end and only took action to resolve this when I stated I would share this information with others and the BBB, again not a threat but with the intent of making sure people are aware of how they operate.  Simply put, they unprofessionally defended their position of my being wrong until I told them I would share this information.  Not a good way to run a business.  After all, if they will fight a customer that spent $30,000 for what I believe to be their error of $200, what more if the error was a higher amount.  I refuse to be paid off with an empty apology and lies. 
  Also something very important to note, when they first did the estimate was $24,000. AND ASKED THAT I PUT DOWN THE DEPOSIT TO PUT THE ORDER IN, the amount kept increasing because of 'errors' they made with the estimate until they total ended up being over $30,000.  They even tried to slide in over $5000 charge for new doors I never ordered.

  Regards,

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

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We owned a house is ***** ******** which we have since sold, but we are gifting the windows and sliding glass doors to the new owners as part of our closing contract. We signed a contract with Window World in August of 2021. We paid half of the contracted amount owed upfront to Window World in the amount of $3686.50. The total bill is $7370.00. These were special order hurricane wind resistant windows. We were told it could take up to 14 weeks. We are way beyond that date. We have reached out to them numerous times and they keep telling us they don’t know when they can deliver and install the windows and sliding glass door. They are very rude! We would like the windows and sliding glass door to be installed or refund our money,

  Business response

  03/09/2022

  Materials have been backordered from manufacturer due to supply chain issues.  However, the remaining parts have arrived and the installation has been scheduled with the new homeowner.  Attached is a copy of our installation appointment.  File will be closed on 4/5/22.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a specialty sized window from Window World over 7 months ago. I have paid for the window in full already (except for an additional charge that was added after I signed contract - they said I could pay that after installation). which btw, I don't think you are allowed to change contract price, but they did. Appointments to install have been no shows 2x already. 1x without even a courtesy call. I call and try to reschedule and their staff is rude, hung up and did not reschedule. When I call back they now send my number to voicemail.

  Business response

  10/05/2021

  While the information listed in the original BBB complaint is not factually accurate, all issues and concerns have been addressed. 

  The customer put a deposit down of 50%, as per contract terms.  There was an authorized change order signed by the customer for the tempering charge for the large window.  This change order increased the contracted price by $350.  This was required to meet building codes.  Her appointment was rescheduled, unfortunately due to a Covid outbreak.  For this, I am sorry for the inconvenience.

  The job was scheduled on the same day that the BBB complaint was filed.  The appointment was kept, installation completed, job paid for in full.

  This job is closed out and done to customers satisfaction.  Attached is the final survey signed by the customer.

  Customer response

  10/05/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. All I ever wanted from the beginning was to get my window installed. That has now been done.

  Regards,

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

   

• Initial Complaint

  09/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 4/17/21, we signed a contract for Window World to replace 5 windows at our house. We were told that the lead time would be 12 weeks. We had a number of issues with Window World keeping their promises, including scheduling and completing the work in a timely manner. The installation team was finally available and started the job on 8/7/21, but left the job incomplete after 6 hours. It took 5 days before the job was completed, including the team canceling the follow up appointment, changing the materials, no showing and finally arriving late. The job was finally completed at 9 pm, where payment was requested immediately, despite the contract stating that we were able to fully inspect the windows before payment. We submitted a review of the poor customer service and scheduling, and were told that since the windows were installed, they were entitled to the full payment and our time was not worth anything.

  Business response

  09/09/2021

  The complaint by the ********** contains some merit.  Ultimately, we could have done a better job of communicating with them about the events that delayed their construction project.  The five-day delay from start to finish was unavoidable.  The reality is that in construction, there are countless things that can go wrong and often do go wrong.  In this particular case, it was determined that in order to ensure a high-quality finished appearance, we needed a special wide J-Channel to trim out their windows.  Sometimes we are able to use standard J-Channel and in certain instances we have to have special materials such as wide J-Channel or Casement J.  This project happened to require special materials.
  Unfortunately, in the current environment of supply chain problems, supplier shortages, and transportation capacity issues, the parts were not readily available.  In the past, we would have been able to go to any supply house and get the special J-Channel, but that was not the case this time, given the severe shortage of vinyl siding and accessories across the country.  In order to quickly react to the situation, we had a local supply house expedite the material in from another out of state location.  There was no additional charge to the customer.  We paid $650 for the expedited freight and additional materials.  At no point did we attempt to bill the ********** for the additional fees incurred in their job.
  By the customer’s own admission, the workmanship is wonderful, and we did a beautiful job.  A personal phone call from the owner of Window World of Savannah was placed to **** ******** to apologize to her for the delays and explain what caused the delays.  Admittedly, we could have done a better job with communication and scheduling with the **********.  The ********** are adamant that they should receive a discount for the short delay.  However, the delay was unavoidable and relatively short given the current environment of Covid and industry wide shortages and delays.  In reviewing their file, they received a $500 discount on the front-end at time of signing their contract and they were not charged for any additional materials or costs.  The job was completed to a high standard in a reasonable amount of time.  We have in good faith done everything that we could do to ensure that the job was completed in a professional manner and to the customer’s satisfaction, including multiple phone calls from ownership and management apologizing to the **********.

  Customer response

  09/09/2021

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

   Complaint: ********

  I am rejecting this response because:

  Window World's management provided this explanation to us via multiple phone conversations.  We understand supply issues, but our complaint originates from poor communication that ultimately wasted a good deal of our time.  Again, successful installation of windows should not be the only metric by which success is measured by any company.  An up front discount should not grant Window World immunity from providing quality service since it was provided before the project was even started.  Additionally, the change of materials cost was never mentioned by any of Window World's installers (again, poor communication).

  The time that we lost was not trivial.  We lost half of a Saturday initially, because Window World failed to put us in their schedule despite us accepting a day and time that they suggested.  Two weeks later, I left work early four days in a row to meet their installers so they could complete the installation.  On Monday I was told at 5pm that they would not be able to make the appointment; on Tuesday I was told they didn't have the right materials despite the fact that on three separate occasions, members of Window World had the opportunity to observe the situation; on Wednesday, the installers did not bother to show up or call (I had to call them at 6pm).  On Thursday, the installers arrived late at 6pm and did not finish the job until 9pm at which time the installers were able to get someone from Window World's billing department to take payment despite it being dark outside so it was impossible to properly inspect the work for craftsmanship and weather tightness. 

  We believe that we were infinitely accommodating to Window World's issues so they should return the favor. 

  Regards,

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩