First visit: After 1 full year of dealing with issues and constantly getting excuses and delays, I've finally decided to go higher beings we can't get satisfaction at a supervisor level. This complaint involves several issues we've had since purchasing our 16 windows & new window sills thru Window World. We purchased our windows on 7/15/2019 after getting several quotes and reviews. Windows were installed on September 20,2019. The crank window we purchased for our kitchen, didn't fit properly so it was temporarily placed until the new frame came in. The same day we noticed that one of the window sills had a large indent and crack on it. We called immediately to have this replaced with the company. We were told someone would come out and look at it, but to also do a walk thru inspecting to make sure everything else is good, prior to his visit. Upon inspecting, we noticed some of the windows caulking didn't seal, some of the outside wrap was cut improperly, leaving it uneven, and a few of the screens didn't line up with the windows.
After the 2nd visit- the company sent a gentleman out to replace the frame for the kitchen window. The worker wasn't aware that there was supposed to be a window sill replacement and didn't want to put the frame in the kitchen, if the sill was to be replaced. He felt that there was no sense in putting the frame and caulking, to break the caulk to replace the sill later. He called Window World about the sill- but there was no work order for this. At that time, we were able to point out the additional things we found wrong and incompletely done with the previous installment. The worker said this would need to be put in as a work order, requiring more than one person.
3rd visit: Supervisor came out to look at all the problems and listened to our complaints. we were told to tell the crew that comes out to fix the crank window, about all of the problems we're having- and that crew will fix all the problems.
4th visit: the company sent a new gentleman out to fix our windows. He came with the intent of fixing the problems we have had. When asking him about why our screens did not properly fit in the windows, leaving gaps- we were able to discover that the windows were installed crooked. 6 large custom windows were installed in our home unevenly, making it to where the screens did not properly fit. Some of the windows are more noticeable than others- however you can look at them and tell that they are not centered properly. Mr. Darrell called his supervisor about all of the problems we are experiencing, knowing that some of these windows need to be removed, and reinstalled. The window sill from our initial phone call complaint- still had not been ordered. The sill now bows enough in our kitchen window, that it doesn't allow us to secure the lock on the inside. To close and lock the crank window, one person needs to go outside and push inward, while the other secures the lock.
5th visit: TODAY. We have now been waiting for almost a year to have our windows installed completely and properly. Upon arriving, the worker was aware of the amount of work that was needed- for he is the one we requested to return (he was the worker from visit 4). Darrell and Nathan are the 2 men sent to complete the needed work, however did not have a work order for the things that were submitted the previous time. Corporate office should feel proud to employ both Darrell and Nathan because they have been the only 2 honest men to walk thru our door, listen to our concerns, pay attention to detail, and attempt to make right- all of the improper work that was performed on our house. Darrell brought the replacement windows for the basement- however those windows did not fit. He called his supervisor and brought to his attention, again- the list of things wrong with the windows, the things that need completed, and that the replacement windows don't fit.
My fiancé has now taken 4 separate vacation days to have this work completed. We will now get to deal with this a 5th time. 4 separate occasions we've had to tear our house apart, to make room for a crew of workers, to put it back incomplete again. I can not stress our frustration over the fact that now we've been dealing with this for 1 year. Not only has your company provided REPEATED bad service over this lengthy amount of time, you've also lost future business. After having our 16 windows installed, we were going to have our front door, back French doors, and garage doors replaced. Not only will we not use Window World for future purchases, I've made sure to tell all friends and family about our experience with Window World that has occurred over a year. While your company may have several 4 & 5 star reviews- there is NO justifying the lack of necessity, justification of installing crooked windows, not ordering the work needed on a customer who has paid for their windows, repeatedly apologizing for designating worktime and not performing it, and leaving a home owner with taking that much time off for nothing. 16 windows installed with half of them needing work done to them-1 year later. UNACCEPTABLE. I am including pictures of various problems with the windows we've paid for. BUYER BEWARE.
