Customer ReviewsforWindowWall LLC

We bought a new house and needed all new windows. We wanted the best grade because it's a small house, close to the coast, and in Florida. This happened beginning in 2022, I just wasn't able to post due to many other things going on. They push our install date back a couple of times because of window production. The office is horrible about contacting you throughout the process and can be quite rude. The day comes for installation and it's a third-party contractor. By this point, they were already out there and we needed the windows desperately. They were unprofessional and messed up in many areas. Window Wall claims they clean up the mess, well they didn't inside or out. I ended up finding more than 15 pieces of glass outside from both the new and old windows. I have 2 dogs that could've been seriously injured. The caulk job was so awful I could've done a better job as someone who does not do much handy work at all. Multiple windows didn't close properly and needed to be fixed. I called and spoke with ***** who took everything I said very personally, was extremally unprofessional, and I could tell has an anger issue. I then called and spoke with *** or **** the owner who was professional and took my worries down but told me they can't do much about the look of the installations without "messing up the windows themselves" but would come to fix a few of the issues that he could. He ended up coming with *****. who quite literally had a temper tantrum in our living room and on the street. The other guy had to lead him outside and I am assuming calm him down. This company was unbelievable and it is awful that we are now stuck with this company for life with the "lifetime warranty". In short, STAY FAR, FAR, FAR, AWAY FROM THIS COMPANY FOR YOUR PEACE OF MIND AND WALLET.

Hello *****, we've already responded to your review on our ****** page but we wanted to offer a response here as well. 

Were so sorry to hear you feel less than totally satisfied with your project **********;and are more than happy to do whatever we can to help. It is incredibly important to us that, for the sake of honesty and transparency about the situation, we respond to a few of the points made in your review.

First and foremost, we do not, have not, and will not ever use subcontractors for our work and will happily provide the **2 for any employee on any project at any time. The Project Manager that led your install is actually a relative of our companys owner, thats how dedicated we are to our belief in being the family-owned home experts. Were disappointed to see such a verifiably false statement about our business. 

We confirmed with you at the time of the contract finalization in early April that the project would be scheduled for July, and received confirmation from you indicating that you approved that timeline. The windows arrived on 7/11/2022. We called that same day to schedule an install for the last week of July. This is all well within the allotted timeline we provide in the contract that you signed. As soon as the project was finished we received a service request from you in which we fixed any issues with your windows you brought to our attention. Weve not had any further calls from you since our last service visit. In fact, since receiving your review weve reached out to you and offered to schedule another service, which you declined. 

****, our VP of Operations, has never said anything about not being able to fix the look of installations (in this case your complaints were about the caulking). We simply stated, as is outlined in our contract, that we cannot paint the caulk for you. **** let you know that, if after painting and cutting in the caulking around the window, you were still not satisfied wed be happy to reapply the caulking. You let him know that you were not willing to do so, which prompted his response that there was nothing more we could do at that time. 
We still fully stand by our lifetime warranty. If you have any problems that we have the ability to rectify we will be more than happy to do so. Just give us a call and well be happy to help!

Again, I was told by the group that came out that they do not normally work for Window Wall, which explains why they weren't dressed in Window Wall apparel like the employee pictures at jobs on your website. I remember that because it caused me unease, but I went ahead with the installation. I know what I was told. There were more problems than just the caulking as I previously stated in the service call, emails, etc... To name some that you did not respond to as per my BBB review and many phone conversations/emails, it was how the windows are not easy to pull up (when buying the guy said "I could slide it with 2 fingers, which is definitely not the case), glass was found in my yard that could only have been from you guys (I provided pictures to the company), your employees are passive aggressive and very defensive when confronted with their unsatisfactory work (seeing as I work in customer service, many of your employees have no idea on how to deal with dispute professionally), you had an employee that was extremally unprofessional and made me feel so unsafe in my home (have been told he was fired soon after that incident), and the manufacturer quality of the windows has flaws (which I know you do not make windows but it should've not been approved to be installed if they were not in perfect shape with a 13,000 job) and again, the caulk along the widow sill (which is a granite window sill that you don't just "paint over") and the outside of window sill looked the same (the outside could be fixed with paint but we do not have the money to do that right now and didn't plan on needing to after paying so much for this job to just be done correctly). While getting the inspected, I asked the guy if their flaws were normal in window installs and even he agreed that they were not done well in regards to the cosmetic aspects of the install. I most certainly was told in my first complaint after installation that you could not fix ALL of my issues without uninstalling and reinstalling, which could damage windows/window sills in the process. You did reach out to me after this review and we really didn't get anywhere. I expressed my concerns and the only option you could give was to paint, which I cannot do on the inside because of the type of window sills I have, or come out and caulk again but couldn't guarantee it would look much different because I of how it needs to be done. Like I said on the phone, with the type of interactions I have had with this company, I do not feel safe or comfortable having you in my home without my significant other present or if no one is there while you fix the issues. I told him I would call when we were more available in the future. I posted this to warn others of the encounters and experiences I have had with this company so that they can make informed decisions on who they choose to do business with.