ComplaintsforWindow World of North East Texas Inc

• Initial Complaint

  01/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In Sept of 2021 we ordered windows from Window World, choosing the black exterior upgrade. They did not have any painted samples in their shop and told us to look on their website for examples. I looked there and all examples showed full black exteriors as expected. When they installed this week, I noticed that there was a large white channel, visible only from the exterior. I tried multiple times to contact the office/ sales person about the issue before all the windows were installed. The secretary ******** however, would not let me through to anyone. She told me to talk to the installers who repeatedly told me "that is just the way it is." Their lead installer came over finally when I didn't pay the balance without a resolution and tried to tell me that that was considered interior by their definition. It is exposed to the elements and is never inside the house. He claimed they couldn't paint it because the double hung windows would scratch it when moved, then preceded to tell me that if I had ordered black interior and exterior it would be painted- despite still being scratched by the moving windows. They are refusing to fix the issue, claiming I got what I ordered. My argument is that there was no way for me to know that there would be massive areas of white visible all over the exterior without them telling me and they neglected to tell me. I would like them to fix these windows to have full black exteriors as advertised or replace them with windows that do.

  Business response

  01/21/2022

  On September 23, 2021, ********* *******, ordered windows from Window World of NE Texas. She chose the color options WHITE interior and BLACK exterior for all of her windows. While on site with ********* *******, our sales person explained to her that we did not have that exact color option in our showroom at this time, but the color options are available to view online, as they are. Our sales person also tried to explain to ********* ******* that an ALMOND color would likely be better suited based on the color of their home, but ********* ******* declined wanting the BLACK option on the exterior. 

  On the day of install, ********* ******* called the office in the middle of the install complaining that she could see the white interior from the exterior of her home. The office staff explained she ordered white interior and black exterior windows and this is how they are produced. There is nothing wrong with the windows and they are made exactly as she ordered them. The office staff advised her to speak to the installers about concerns with the install as they are on site and can better explain the installation process should she have questions. The installers know this is how the windows are produced when you order white interior and black exterior windows, as well. We were all very confused as we have never been confronted with an issue like this. 

  ********* ******* then refused final payment and signing off on the install even though she confirmed the windows were installed properly. She continued to call the office demanding to speak to the owners of the business. The owners, who delegate their authority, were not available to take her call and the sales person who sold her the windows is out in the field every day meeting with people and was not in the office to take calls either. When the office staff tried to explain this to ********* ******* she would not accept it and later went on to accuse the office staff of "stonewalling" her.

  We sent our installation manager out to assess and better explain why the windows are painted the way they are for the options she chose. The *******'s refused to listen to his explanation and demanded their definition of exterior is right and ours is wrong and we should produce our product to their exact design requirements, stating that they think the interior jamb should be included in the exterior of the window. 

  We have tried to explain to ********* ******* multiple times in multiple ways that she received everything she contracted for in full. There are no other ways to paint her windows unless she wants to pay for new windows with different paint. It is unfortunate that she is not happy with her selection, but we have done everything we can possibly do to provide what was requested of us when she signed her contract. 

  Line item 6 of the “Terms and Conditions” form that she initialed and signed the day she ordered states:
               “Homeowner alone is responsible for ordering colors, grids, or any other options. Window World will not be held responsible for owner selections.

  At this point we are not sure what more we can do for her. 

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