ComplaintsforWindow World of Richmond

• Initial Complaint

  03/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  1-12-2022 paid ******* ok they used two different color of chalking an chalked over sawdust trash etc and a bug chalked over with clear chalk. called them about it they said not there problem after i complained enough they said someone would be here in two weeks they came an removed the bug then smeared white chaulk over the clear they got chalk on my new couch an door jamb and kitchen chair the chalking job is absolutely awful on the 13 windows an left broken glass in front of house. called the salesman over 2 weeks ago an he said he would get back to us with in the week we have not heard from company in 2 weeks.the product is fine the work that was done is terrible.

  

  Business response

  03/18/2022

  Window World of Richmond is aware of your concerns and we would like to reach a resolution. We have come to an agreement with Mr. ****** to come out on 03/21/22 between 12-4pm to address these concerns.

  Customer response

  03/22/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  original #******** OK they never showed up as told.my wife text company got the run around but was told they where on the way at 4.30 which was supposed to be 12.00 to 4.00. i called the company at 4.45 no answer left a message to call me.They have not.As i am writing this the day after at 10.00 i got a call from window world they asked me how things went yesterday and i told her that nobody showed up.She said they would find out what happened an call me back.i cannot keep taking time out of my day to wait on them to do the job correctly. that should have been done right the first time. VERY POOR WORK two different colors of chaulk second time put white color over clear smeared chaulking bad. I will call another company to get the job done right. O and 2 of the windows screens the locks are broken!
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** ******
  
  
  
  

  
  

  

  Business response

  03/22/2022

  We have scheduled an appt for today between 4:30-5pm with Mrs ****** to address all of the concerns. Thank you so much for your patience and understanding. We appreciate your business and look forward to resolution. 

  Customer response

  03/22/2022

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
  
  Regards,
  
  ***** ******
  
  
  
  

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our home was completely destroyed by Window World of Richmond, dba ****** Windows/Mr ******. Contract on 12/15/20 to replace all 42 windows in our home, never dreaming that it would result in a magnitude of over $***k in damages and completely uproot our quality of life. On 5/5/21 WW knowingly sent an untrained, unprepared crew to do our installation without necessary equipment, basic supplies and with windows that were never measured. The crew worked in a rushed and careless state, and came without basic things necessary to do the install such as a scaffold (which we were told was the reason they were unable to start the previous day as scheduled). They were unaware that the blinds/window dressings had to first be removed and then didn't have the necessary tools to remove them, so they just ripped most of them down from the frames and stated the danages would be covered by the new windows anyway. All of the cases to our motorized blinds were broken. A couple of XL windows were dropped and broken, causing additional damages inside and outside. They tore an entire window frame away from the wall while standing on it. They used a saw zaw with a wood blade to cut the vinyl windows out and in that process our vinyl siding and J-channels were destroyed. We were left with damages to our walls, ceilings, floors, fireplace, gutters, roof, landscaping, patio and tons of damaged windows, frames, trimming and more. Total in damages continue to mount as assessed by several different contractors/ companies. We pleaded with the owner/ managing partner to pay for another reputable company to fix the damages they did but they would not agree. We filed a complaint with the DPOR and have been forced to seek legal action due to the magnitude of destruction. We would like the owner to instruct the registered agent to provide their insurance information for us to file a claim. Our resolution is a trust worthy company of our choice, to be paid to fix all damages to our home by WW.

  

  Business response

  01/21/2022

  Window World of Richmond is aware of the issue and stands behind its product. We are working diligently with all parties associated with this matter to resolve it in a timely manner.

  

  Business response

  03/30/2022

  As you may or may not be aware Ms. ********* has not only contacted Attorneys, complained on this platform, as well as, every other available website etc. It is important for us to inform you that after the investigation into these matters performed by the Department of Professional and Occupational  Regulation (DPOR) and the Virginia Board Of Contractors, as well as, the Commonwealth of Virginia, based on the information provided by both parties, there were no improper practices used during installation by Window World of Richmond. In other words, we preformed the work that The Whiteheads’ were contracted for, meeting the standards that the DPOR has set forth. Please see the attached completion form with The Whiteheads’ signature confirming that all work was completed. After receiving the signed completion form on 5/04/2021, as of 3/30/2022, we still have not received any form of payment for the services we have provided. The initial contract price was to be financed, in full for the amount of $********* , in other words, they have received 42 windows at no cost. At this point, we now know that the Whiteheads’ had other services completed by other contractors, however, she never allowed us, Window World of Richmond, the opportunity to address her concerns, that all would have fallen under her lifetime warranty. She would have not had to occur any further out of pocket cost.  With being in business for over 20 years in the Greater Richmond area, with tens of thousands of customers, Window World has proven to have the experience and professionalism to meet all of our customer expectations.
  
  In summary:
  
  No wrong doing by DPOR
  No payments by Whitehead’s were ever made
  Window World has made several attempts as you will see in the attachments to try and to meet the Whitehead’s satisfaction

  Customer response

  03/31/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As previously stated and now proven by DPOR, A Certified Board Investigator for the DPOR, several other Class A Contractors and their reports of findings along with over 300 photos and videos of substandard work and additional damages, we certainly would be forced to retain an attorney under extreme circumstances which Window World left the state of our home in. As for signing a paper stated work was “complete” we thought it was because like every other homeowner that contracts work to be done, we truly relied upon the expertise and promises of the company licensed to do the work however, after found this was not what was delivered and realized our home was destroyed. 

  As for payment, we were charged and submitted requested proof to ***** ***** for substandard, incomplete work along with photos of a massive additional amount of damages to which they found to be just cause to reverse the payment that Window World received.

  Lastly, Co-Owner/Partner *** ****** came to our home and admitted that they never obtained measurements for our windows and willingly sent an untrained crew to do our installation. As far as thousands of satisfied customers, just a glance on your ******** page along with many other internet sites would say otherwise.
  

  Therefore, our complaint stands accurate and we want others to be made aware.

   

  
  Regards,
  
  ***** *********
  
  
  
  

  
  

• Initial Complaint

  11/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April 2021, *** ****** (Buyer) executed a contract with Window World of Richmond (Seller) for a custom measured and made front door. The Seller's salesperson measured the door and area (sidelights and transom), calculated the dimensions, reviewed the specifications, and executed a contract with Buyer for a new front door with transom and sidelight. He indicated expected delivery in 10-12 weeks (it is unknown if Seller knew or should have known the contract would not be performed in this period or even six months later). From that date through July, Buyer did not receive any communications from Seller. When the initial order period lapsed, Buyer called Seller and was advised the door was on the truck and would be delivered the following week. When Buyer followed up, Seller indicated there was not a delivery date known and it could be delivered at any time but could not guarantee that it would happen in 2021. In September, Buyer contacted Seller and was advised the door had been received and the transom would arrive with the next week's delivery. The installation was scheduled for today. Today, the Seller's installers arrived with the door ordered to the specifications in the sales agreement and advised the door was improperly measured and was too small for installation. Buyer contacted Seller's corporate office and requested the contract be voided, specifically because the current delay was within the control of Seller and more than six months had lapsed without Seller performing the contract. Seller's agent indicated they would not let Buyer out of the contract. Buyer would like out of the contract with his deposit returned. The aforementioned events have eroded the Buyer's trust in Seller.

  

  Business response

  11/09/2021

  We would first like apologize for the incorrect time frame stated for the delivery and installation of your door. The door is a custom door and based on the opening size, that is the correct door. Even though custom, we have guidelines and limitations to sizing adjustments due to the transom above the door.  We would like the opportunity to complete the installation as contracted. We have another crew ready and available within a week.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 6/02/2021 I paid window world $****** more than half of the deposit for a window repair and I was told that the work would be done within 90 days. At the end of August 2021 I contacted window world because I hadn't heard anything from them, I was told that the shipment wouldn't be in until mid September. I requested to be contacted if anything changes so I can keep my landlord informed, and I was told that they would. I contacted window world again at the end of September to inquire about the window and service, I was told the shipment was delayed and the new arrival date was 10/18/2021. I then made my second request to be contacted if that date changed because my landlord wants to get involved, which they agreed again, but never did. On 10/20/2021 I made my third call to window world to inquire about a refund now, as my landlord is fed up and is threatening to have window repaired and charge it to my rent!! On this day 10/20/2021 I spoke to a lady Gabby and a lady name Caitlen, both who were extremely nasty and rude. I told them the situation about my landlord again and was told sorry no refund because the refund window was 3 days. I told them not only did me and my kids suffer through the entire summer with flies and mosquitoes inside the house and I never once complained, but this window is in my 6 year old son room and it is getting really cold at night. They did not care one bit! I am an unemployed struggling single mom trying to make it through a pandemic and I can not afford to lose $****** to window world and still get the full charge from my landlord. I was told by one lady that she's also suffering because she had a house built during the pandemic and that's nice for her to say while she's sitting at work . I told her I'm glad she could afford to do such a thing! Lucky her! I want my money back!!

  

  Business response

  11/09/2021

  We appreciate your patience during these unpredictable times. We are showing you are currently scheduled for installation on Wednesday, November 10th.  Thank you for your patience and being a loyal customer. 

• Initial Complaint

  10/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business has taken my money for a service they can't provide. I paid half for a window service and they have yet to contact me. I was told it would take 3 months. Now they are not honoring there contract and won't return my money or are they able to provide window service after taking payment.

  

  Business response

  10/26/2021

  We are sorry for the delay in the time that it has taken to receive your product. As it is stated on the contract; Work is scheduled in the order of contract date. Meaning first come first served. Window World of Richmond will install windows or other work on this contract at the earliest possible date; however; Window World of Richmond will not be held responsible for delays because by weather or any other causes outside of Window World of Richmond's control. Our goal is to get customers scheduled for installation as soon as their product arrives from production.

  Customer response

  10/28/2021

  No one is returning my calls
  This company is selling products that they do not have. They told me 3 months
  No communication. I have been calling no one calls back. They are rude and get very offensive upon my last conversation. They are mad because we want our windows
  I have paid half and received nothing my order was placed in June.
  
  

  

  Business response

  11/05/2021

  From our records it show that Heather spoke with you on 10/28 and you are scheduled for installation on 11/22. 

• Initial Complaint

  10/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I contracted with Window World in Feb 2021 for the installation of windows and doors. I was told to expect installation in approximately 12 weeks. To date, the work has not been completed (10/14/21) and my repeated calls, texts and emails to the company have not been returned. Two installation dates were cancelled in September, one due to rain and the other for an unknown reason. I’ve tried to follow up but have been ignored. The two failed install dates resulted in two days of missed work only to have them no-show and cancel with a text saying they were too far behind to get to me. When they do email to set up installation, no one ever responds when I reply. They don’t call, just drop an email. It makes it seem like they’re trying but then there’s zero follow up. This has been a truly terrible experience and the communication is dismal. I would like help to resolve this issue ASAP or I would like a full refund of my 50% deposit so I can obtain products elsewhere.

  

  Business response

  10/28/2021

   We appreciate your patience during these unpredictable times. We do show that we have you tentatively schedule for installation on 11/5/21 to install a door and 3 windows. Once again, we appreciate your patience and your business. 

  Customer response

  11/05/2021

  The business had to cancel again, due to their installer being sick, to date there has been no resolution only another tentative date placed on the schedule. 
   
  
  
  
  

  

  Business response

  12/10/2021

  We are completely sorry about the inconvenience this has caused Mr. ********* and his family. While we have since have completed the window portion of his contract we are waiting on the Sliding glass door to come in. We have been in communication with the Mr. ********* about the delay. We will reach out to him and tentatively schedule his installation upon arrival of the Sliding glass door.  

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