Complaints

• Initial Complaint

  06/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I used Window World quite a few times in several states. I never had an issue. I used them in Denver area to put in a large custom patio door. The door leaked. They had to come out on warranty four or five times. I was always nice to them. Never angry. Always professional. I just wanted a door that did not leak. That is not too much to ask. They did end up fixing the door. I thought all was good. Five years later, I call them to do another door and they refuse to do business with me because I executed my warranty on the first door.

  

  Business response

  07/10/2024

  ******, we are truly sorry you feel this way. We here at Window World of Denver greatly value every customer and business opportunity. As a business, we did everything in our power to address all your concerns and service requests to the best of our ability. We have documented that you had frequent contact with our office and factory representatives, and all involved worked diligently to ensure a positive experience for you. After careful consideration, we have concluded that parting ways is the best course of action, given your significant dissatisfaction with our services. We wish you all the best moving forward.

  Customer response

  07/27/2024

  Attached is the communication I had with Window World. The leak was eventually resolved. I bought a new screen using the warranty. I ended up having to pay shipping which was around $150.00. I had no idea using my warranty for the patio door leak would result in the company not doing business with me. My husband was not aware of the ban and actually just referred another customer to **********************. We would never have been referring customers if we knew they banned us. Should not ban a repeat customer for using a warranty. 

   

  Please see my attached communication. All of the emails are  polite etc.. I had no idea there was an issue with me using the warranty. Window World was clearly able to see the leak when we ran the house against the door. What good is a warranty if you are banned for using the warranty.

   

  Thanks.

   

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

  

  Business response

  08/01/2024

  ******, We apologize for any dissatisfaction you may have experienced. We have carefully reviewed your response and all relevant documentation. Regarding the warranty complaint you mentioned, it pertains to a case from 2018. At that time, you were offered a full refund for the return of your door, which you declined. You have indicated that your separation from our company is because you used your warranty. However, this is incorrect. The primary reason for our decision to end our relationship with you is that you have expressed your unhappiness with us on several occasions, and despite our best efforts to address your concerns, we were unable to satisfy you. Customer satisfaction is our top priority. You reached out to *********************************** Associate at ** Windows and Doors on June 23, 2018, regarding the shipment of your screen. Your communication with *** and our office indicated that she suggested a new screen would cost $80 (refer to your email on June 23, 2018). She also mentioned that screens are not covered under their warranty (refer to your email on June 25, 2018). Additionally, we have records of a service technician from MI Windows and Doors being dispatched on December 16, 2017, and January 16, 2018, to address issues with your door. The technician noted potential problems with the tile potentially creating a water pocket, a weep hole not being properly punched through during manufacturing, and a door that dips at the center, causing water to accumulate at the door's center. We remain committed to our position and wish you the best of luck with your future projects.

  Customer response

  08/05/2024

   
  Complaint: 21923729
  
  I am rejecting this response because: the patio door leaked. I did not want a refund. I wanted a door that did not leak. You finally removed the track of the door and caulked it better and the problem was solved. This took you several attempts. Both sides you and I were very cordial with each other. I had no idea you had an issue. The screen door jammed. That screen was on warranty. I purchased a brand new screen door from your source. They did not cover shipping. Shipping cost me $125.00. The new screen worked great. I can provide the backup and receipt showing in fact I purchased the new screen. The main issue was the patio door leaked in the rain. We showed you this by running a hose. We do not believe the weep holes in the tile were the issue. There were multiple weep holes. I was able to put a piece of metal from one end of the hole to the other so they were not blocked. This is noted in my documents as well. Once you fixed the leak, I was a happy customer. I had no idea you were banning me from doing business. This is frustrating as window world installed windows in two different homes for me on the east coast. One home was every single window in a large home. The other was just a few windows. I then had window world replace five windows for my son on the east coast. Then when we moved to **, I had Window World replace all of the windows in the first home we bought here. You can check those records. I worked with **** and you replaced each window in ****** before we sold that property. I know the patio door was installed in 2018. I sold that property. The leak was solved. I had no idea I was banned. From 2018 to present, I was referring customers to you. My husband was not aware of this ban since I was hoping it would resolve quickly. In the meantime, he happily came in one day and said I referred *** to Window World. I was like oh dang, you should not have done that. Then I explained the issue. I already got my new patio door here in **** taken care of. It would just be nice to not have a company place a ban on a customer. That feels kind of discriminatory. I was always polite, professional, never yelled. Even my emails were respectful. All I wanted was a patio door that did not leak. Nothing more. In the end you fixed it. I thought all was good until I tried to get you out for another job. That is not the way to treat customers. If I was angry, not nice, yelling, threatening then that is a different story. I was nothing but nice. I thought all ended well. So I do not accept your response. I provided my communication with you to BBB. It is nothing but respectful. I will be happy to show I in fact bought the screen door from your contact and paid a large shipping fee. The screen did not work. The new screen worked fine. I would not spend over $100.00 on shipping just for kicks.  
  
  Sincerely,
  
  ***********************

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