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Complaint Details
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Initial Complaint
03/23/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
the windows and sliding doors that I ordered were not the ones that were installed. the company knows about my complains but just keeps giving me the runaround with no end in sight. I ordered these windows and doors the last week of July 2021. I was told that it would take 17 weeks to finish the job. Its going on 8 months. Please help me.
Business response
06/15/2022
This install was completed on 6/8.Customer response
06/15/2022
The final install wasn't completed since there are still 2 issues.I'm still missing one screen for my door, the screen door is broken and cracks developed on wall after installation.Business response
06/27/2022
Thank you for the information.
I will follow up with Service for the Screen Door and the cracks around the door.
The installation is complete, we would put this on a service.Initial Complaint
12/06/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
After receiving and paying in full for installed windows on 11/04/21, we wanted to cancel the door ordered but not received. The window world manager refused on 12/06/21 and said she's sending invoice to collections.One of the windows lacked a mechanism and would not open and then would not close the first time I tried to open it. We informed Yola at window world of that a week after installation. We had to wait a month for repair appointment, and the person was unable to repair it a month later on 12/06/21. 6 months after the signed contract, we were told to wait for the part that's missing. Meanwhile we had an open window for a month and paid bills to warm up the outside, not just inside, since the window would not close.The screens are of poor quality, if scratched slightly, it easily breaks as though made of threads. ****** general manager, said even though they can't deliver the ordered product from July 7 when we signed contract to some day in January, they also cannot cancel it, like a jail - can't get it and can't get out of the contract that does not deliver. She is trying to hurt our credit by sending invoice for the door to collections agency. (We paid for windows that were installed in full, and only want to cancel a door).Business response
12/07/2021
In regards to the entry door cancellation, the order is currently in production with our vendor and is due to deliver in January. We cannot cancel the door, nor can we control delayed lead times due to material shortages with our vendor. The homeowner has paid for the completed window portion of her project, she has not paid the balance of the door portion, and is not expected to pay for the door until it is installed to her satisfaction. After she was told that she could not cancel the custom door, the homeowner let us know that she would refuse the door. The homeowner was told the door is custom made for her home and she will be invoiced accordingly when the door delivers. The homeowner said she would not pay the invoice. At this point the customer was told any unpaid invoices are sent to collections. The homeowner was also offered the opportunity to wait for the door and have everything installed together and pay the final balance at one time, or have the windows put in, pay for them, and then have the door installed and paid for later. She chose the latter. The homeowner cannot and will not be sent to collections before her product is installed, it was simply relayed that if she refuses to pay for a product she was contracted for, that she would be invoiced; and any unpaid invoices are sent to collections.
In regards to the mechanism not working on her window, the homeowner called in for repair on November 23rd, and was scheduled on December 6th. The service call was to re-screen 2 torn screens and assess a window mechanism that was not operating properly. If we can fix an issue during the assessment we will, other times we need to collect a certain part and go back. In this instance, the homeowner needed a part in her casement handle, which we do have in stock and she will be put back on the schedule for replacement. The homeowner did not wait a month, she waited less than 2 weeks. We were also closed in observance of the holiday 11/24-11/28.
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Get a QuoteCustomer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.