ComplaintsforWindow World of Kansas City, Inc.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have an on going issue with Window World since last year, I am not able to get any satisfaction and I am seeking outside help in order to get resolution. A Window World representative first came to my house on 4/13/22 to give me a quote on a new Patio Door & a Front Door. After the meeting, I signed a contract to purchase the aforementioned items for $10,035.50. I was told that a 50% deposit was due, so I gave them a $5017.75 payment on a **** card. I was told it would be 6-8 months due to industry back log. They hoped to have the doors installed by Thanksgiving. I received a call in October of last year stating that the Doors had come in early and we worked out a installation date. The men came out and installed the patio door first. Then they started f getting the front door ready to install. The workers summoned me to the front yard to show me the new Front Door. The door was damaged in multiple ways and I refused the door. The installers had to put my old door back on, and get it to close properly. They apologized for the issue and assured me someone from the office would call me and keep me posted on the progress of the re order of the Front Door. -3- weeks later having heard NOTHING from Window World, I placed a call to the office looking for an update. I reached a Call Center in STL and they read through my file and said that the replacement door had come in damaged and they had ordered a new door that morning. I called WW back in December because ZERO communication. I was told that the Front Door was still on back order and should be in and available for installation in early January. We scheduled a date (1/9/23). I received a call from the installation team on Friday 1/6 confirming the date and time. I received a call yesterday 1/8 confirming the time 0800-1100. This morning, I get a call from "****" the warehouse lead stating that the door was received and it was damaged again. I was promised a call from Window World with an update.

  

  Business response

  01/10/2023

  As of 9 am on 1/10/23, we have spoken with *** **** and advised him on the manufacturing defect issue we had.   We are proceeding with a reorder of a remake of the door and will install it for *** **** when it arrives and coordinate on compensation.

  **** ****** from our quality control management team is *** ****** point of contact on this and he knows he can get with **** should he have any further questions.

   

  Thanks.

  Customer response

  01/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: 18708133
  I am rejecting this response because:

  This is the same excuse I have received for months, oh its a manufacturing issue from the vendor. This is the -3rd- damaged door. Window World has done NOTHING as far as customer service is concerned.  I get no communication from them unless I call and complain.  

  Yes, I did speak with the gentleman mentioned in their response. My appointment for installation was on the 9th at 0800.  I didn't hear from this man for over 30 hours after the fact.  It is clear to me that Window World doesn't care about customer service.  Not one thing was done to satisfy me.  

  If the subcontractor they use can't seem to get a product delivered without defect, how about something along the lines of, " Gee ** ****, we are really sorry about this, how about we send a sales man back out to your house and you select a new door, no matter the cost, and Window World eat the difference"...  Gee *** ****, we realize that this is a huge fail on our part, rest assured there will be no further cost once we get a door that isn't damaged and we can install it.   ... Nothing was said to me but, well it will be another 6-8 weeks before we can do anything.
  

  The first part of the contract was to install a Patio Door, they did that, Poorly. The door doesn't close properly, it squeaks, and sometimes it won't lock.   The installers removed part of the siding from the house when they installed the door, and left without replacing or covering the exposed wood.  I have been promised they will rectify the situation when they come to install the Front Door.  Why can't this be done now?  

  In order for me to be made whole, I expect the job to be completed, and I for all of my troubles, I don't think I should have to pay another penny. The amount of time this has been going on is simply unacceptable. 

  Regards,
  **** ****

  

  Business response

  01/17/2023

  Our QC Manager, **** ******, has been in contact with *** **** again today.

  We are scheduled to visit the property on Thursday, 1/19/23 to service the patio door that we installed.   In regards to the entry door that's on reorder, we agreed with *** **** to waive the remaining balance due for the product quality issues.   Once that door arrives, we will schedule a time with the customer to install that.
  

  Thanks

• Initial Complaint

  06/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered 2 replacement windows from Window World in February, 2022. Due to working, I needed a Saturday install when the windows arrived in April, 2022. I was told no work was done on Saturday. An install date was set for June 1, 2022. After taking off work and sitting and waiting, I received a call from a representative saying the installer's truck had broken down and he would not be coming. I complained about taking off work and a representative agreed to take $100.00 off the final bill. The install was moved to the upcoming Saturday, June 4, 2022. The installer arrived and removed my windows and discovered the windows did not fit and there was an improper measurement. The installer asked if I wanted him to buy wood and materials to make the windows fit or if I wanted to have the windows re-measured and re-ordered. I advised him that I wanted the windows re-measured. A supervisor was called and for reasons unknown disagreed with the proceedings. The installer put my original windows back in and cleaned up. He was unable to cover the facing around the windows because that material was torn up when he initially started to remove my windows. My windows are currently on the house with wood exposed and without the facing around the windows. The installer advised me that someone from Window World would call me. I waited all of the next week and no one called. I texted a picture of the condition of my windows to the representative with whom I had communicated about the installer missing the initial install date. The representative has still not responded to my message. It is now 3 weeks later and no one from Window World has communicated with me about the condition of my property or the two windows for which I have made a $500.00 deposit. I called WIndow World today and spoke to ******. ****** placed me on hold for about five minutes and disconnected the call. I am unable to communicate with Window World to resolve a purchase.

  

  Business response

  07/01/2022

  Our sales manager met with the customer on the morning of 7/1/22 and the original windows are going to be installed on 7/9/22.   We provided the customer a discount and the adjusted balance due is now $426 based on that meeting.   Window World believes we have a plan and agreement in place with this customer to resolve any outstanding concerns.

   

  Thanks.

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