ComplaintsforWindow World of Kalamazoo

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **************** The installers brought windows in the house with their muddy boots on and it had rained that morning,its a country house with dirt drive.I had to ask them to not walk on my carpet again with their dirty boots.Window world installed our windows. The second day I told to the installer that 1 window was not level and the screen was open at the bottom. He said he would look at it.He came to me to sign a paper saying the work was done. I asked if he had fixed the window and he said it was fine.I told him I didnt think it was fine and asked him to look at it again.He became aggressive and I told him I would not sign his paper and I asked him to leave.I contacted the main office right away and told them the story to file complaints.I did not hear anything for a day so I called the office again.The girl told me she was checking on half of my issues,it seems every one of her bosses is on vacation at the same time.I told her I was unhappy and she began to interrupt and be rude to me, so I informed her that I was recording the conversation and I was even more upset.I asked her to continue trying to fix all of our issues and was waiting for a phone call from someone with some help for us.I was kind and polite and ended the conversation,she said she would continue to check on it, I said ok. 5 minutes later I receive a call from window world, the woman says she's from the warranty department.The first thing she says is "why do I have a crying girl in my office!" I said " I don't know,I was kind, polite,did not cuss,yell,anything,I even made the girl laugh,I have it all recorded."She then starts to scream at me,I don't know what she said,I just hung up the phone.My wife received an email saying everything was fine, the window needed to settle and to contact them if it did not settle. How long are we suppose to wait?We cant use the window, bugs crawl through the open hole. We sent them an email friday asking for more help. We have not heard a word of help.

  

  Business response

  07/22/2024

  Our head installer and his assistant arrived to install the windows at the home of **************. There were no instructions from the office or design consultant regarding shoes, so our assistant installer walked into the home with boots on. ************** instructed the installers not to wear shoes and our installers adhered to the request.  
  After all the windows were installed ************** signed the completion certificate and our crew left the home. After the install ************** contacted the office and spoke to the administrative assistant regarding some concerns. Our admin took note of **************** concerns and agreed to look into it. Our design consultant responsible for this job was out of town the entire week on a vacation with her family, so it did take some time to get in contact with her.  
  ************** called the next day looking into his concerns and our admin had not been able to get in contact with the design consultant yet. The admin had a very hard time communicating with ************** as his demeanor on the phone seemed very hostile and it was hard for her to hold a conversation. After *********************** up on the admin assistant, our warranty manager tried to contact **************. The conversation did not result in any solutions either. ************** had a hostile demeanor in that conversation as well and asked to be transferred to our owners voicemail. Our warranty manager transferred him to the voicemail, and it was agreed that email would be the best source of contact for ************** given the high tensions in the previous phone calls.  
  The admins went ahead and sent an email to the email on file letting Mr. *** *************** know about some casing that was not used on the job that would be credited off their final bill and then also let them know what the final balance would be. Also, they addressed the concerns of the screen that did not close.  
  Our office is open until 3pm on Friday. *************** tried to call our office at 3:14pm. She followed up with an email at 5:12pm to let us know she had tried calling but we were out. She let us know she had received the email about the final balance. She stated she was still concerned about the screen as well and wanted to know what could be done about it.  
  An email was sent to *************** Monday morning to let her know her email was received. A follow up email was sent to *************** Monday afternoon to let her know she was being placed on the service list for the head installer to take a second look at the window. The email to *************** states: 

  
  Just following up from my email this morning. Thank you for reaching out. I don't want to go into too much detail with this email as I think all of our communication should remain through your open BBB complaint. The BBB is a wonderful resource for the consumer in these types of situations and I believe it would be in both of our best interests to keep communication within that resource to come to a solution. 
  
  First off, I apologize for the confusion with the installer and his boots. I spoke with ***** and he assured me that he spoke with his assistant to remind him about shoe covers when necessary. Both ***** and his assistant were not aware they needed to take their shoes off until they were asked by ***** after bringing the first window in. If that information was relayed to the office or your design consultant, ******* and we forgot to communicate to the install crew, I sincerely apologize for that mishap.  
  
  In regards to the screen. I spoke with ***** and he will be reaching out to schedule a service call appointment to see if he can adjust the window to allow the screen to fully close. In order to make the best use of your time, he went ahead and ordered framing for the window in case the existing frame can't be adjusted to allow for the screen to close. It is easier to come with the parts in hand, that way everything can be wrapped up in one appointment and future appointments can be avoided. So those parts will be ordered today and when they arrive (generally the factory's turnaround time is 6ish week) ***** will reach out to schedule. I thank you for your patience while we work to remedy this for you.   
  
  I will be putting all of this information into the BBB hub for your review, as well as ******* and the BBB. If you have any questions please let me know. 

  

  Business response

  07/22/2024

  I have advised my staff to only communicate with ************** via email or through the BBB as his demeanor in conversations has been very hostile. His conversations result in him yelling at my staff and using explicit language with them. 

*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. ↩