ComplaintsforWindow World of the Tri-Cities

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered windows around March 22 waited on them till November. Turn key job. Over 17,000 dollars. When they were installed by a super nice installer ,no problem with him , the windows I received did not stick inside of my house to the trim I have ,needed a trim piece installed , most needed over one inch. Installer said he used quarter round that is 3/4 inch was not going to work. I was not going to see it cobbled up , I do so home flipping. And not half way do things. My helpers. 4 one day. Two one day and myself correctly painted ant installed all interior trim. Window world did not touch any interior trim. I explained to the installer I would be expecting reimbursement for having to do inside work, and I wanted him to explain that to window world manager. Said he would. No one from window world ever called to ask anything about product or installation I think that's poor business. A guy came from there one day and replaced some shutter fasteners that were wrong. He didn't have enough to replace all that were needed replacing. Said he would return .I told him I would like to talk to someone about my issue He said he would inform them. He has never returned. I was sick the month of December and didn't go to see them about this till 1/16/23. Spoke to what was supposed to be the manager. Explained to him what went on. He said that they did not charge me for the inside work. The original deal was turn key Me and my guys helped the installers the bay window was a bear to put in. We were glad to help. I feel like I'm out around 750 dollars. I would have been satisfied with 500 dollars back But to act like they were not responsible for the inside work. What do old people do that can't fix this problem.

  

  Business response

  01/17/2023

  *** *********** I apologize for the mis-communication. I have a spoke with the installer this morning to see why your concern wasn't communicated. He is usually very good about communicating any "discounts" or returned items if the homeowner doesn't get what's paid for IMMEDIATELY at the time of install. There's also nothing on the completion form but all 5's and one 4. He did say that you did want to do something that he didn't stock, but we also didn't charge for interior trim. If there was interior trim sold, there's a place for us to notate what is needed (i.e. paint/stain grade, qtr round, shoe, etc.) He was a little confused because he thought you were satisfied. He also said that you had partivcular trim that you wanted to use and assumed you were ok with doing. And with this job being done last November he admitted, and I admit, there's no way to remember unless it was noted.
  
  That's why there was confusion yesterday. I'm not sure where the term "turn key" gets involved because as the back of the contract says, trim may be involved and we do charge for it and we do not paint or stain it when it is needed. Some cases we know immediately the homeowner will need trim on a job and some, you don't know until you get into a job. The man wasn't trying to be argumentative yesterday but I don't think he completely understood that you wanted reimbursed for an item that you wasn't charged for to begin with. You stormed out in the middle of conversation.
  
  But in closing, I will be willing to strike this up to a mis-understanding yesterday and mis-communication on the installer's part and discuss the material. We would have definitely reached out if there's was an issue on the completion form or noted on any paperwork. I attached the completion form, and a picture of your contract notes that was initialed and signed. I will also be reaching out to go over everything.
  
  See Attachment/File: Capture

  Customer response

  01/17/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received a call from the owner today, had a very good conversation , We were able to resolve the misunderstanding. We agreed on how it had got to this point . And he has a plan to keep this from reoccurring , He was very pleasant and easy to deal with . I feel if I had been able to speak to him before we would not have had this problem. As far as my issue ,It is resolved. I am ,and was ,very satisfied with my new windows. Very good quality
  
  
  

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