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We would like to tell others about an ongoing situation we have been dealing with for over 2 months to date, which has been inflicted upon us by Window World of Richmond, owned and operated by Matthew Conley. We signed a contract with them on 12/15/20 to replace all 42 windows in our home, never dreaming that it would result in a magnitude of over $100k in damages to our home and completely uproot our quality of life.
Our Window World Experience- On 5/5/21 Window World knowingly sent an untrained, unprepared crew to do our installation without necessary equipment, basic supplies and with windows that were never measured.
There were lots of red flags from day one, when the crew seemed to be in a rushed state upon their arrival and came without 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 had to first be removed and then didn't have the necessary tools to remove them so they just ripped most of them from the frames and stated the holes in the frames would be covered by the new windows anyway. All of the cases to our motorized blinds were broken. The first window that they removed was dropped and broken into our flower bed and they tore the entire window frame away from the drywall because two guys were standing in it trying to pull up a double paned window unit into the opening from one guy who was standing on a ladder that was not tall enough to reach the opening of the second bedroom floor to which they were working.
We then noticed a saw zaw with a wood blade being used to cut the vinyl windows out and in that process our vinyl siding and J-channels were destroyed. We called the office again and no one seemed to be concerned, we called the salesman, only to be told that we needed to let them finish the work and if we still had issues, to contact the office. We called Corporate Customer Relations and was told Mr. Conley was out out of town but they would let him know we wanted to speak with him.
Second day things continued to get worse, as they damaged the drywall in our great room, the walls in one of the bedrooms and ceiling in our master bedroom. Then they dropped the largest window in our great room onto our custom patio of stone/pea gravel for our pool and spa. The glass shattered and went everywhere, when we asked about removing all the glass, we were told their shop vacuum didn't work and it was never cleaned up. Thus, we've lost the use of our patio altogether which includes use of our spa or pool.
Day three, we see lots of cracked frames and are told someone will come back and repair those with some type of a bonding agent. We found a few screens with holes, black marks on several frames, stickers left on windows, some windows cannot even be opened and all windows were left dirty. When we asked about the marks and dirty windows, they let us know that they don't clean them and did not have anything to do that with. As we continued to look, we found two of our lawn ornaments broken, several flowers and bushes crushed and broken, our new gutter bent in the middle section, our fireplace vent crushed and after a heavy day of rain found a good size hole in the roof of our gas fireplace which they put a shingle over to try to conceal.
One of the office Managers came out with another install crew leader and their service manager and all agreed it was by far the worst job they had ever seen. We continued to work with them, but continued to be told they were going to get someone out to start addressing things and a check is in the mail for the lawn ornaments, either of which never came. However, we got the bill in the mail for over $24k (which we were told that nothing would be charged to the account until everything was fixed). After 3 weeks of nothing addressed and constant calls and emails, broken promises from the office manager, we decided to get various other companies and a couple of Class A contractors to come look over the installation.
In doing such, we found even more damage along with windows that were so small for the openings that you could get a hand between the frame of our house and the window, which had been covered by trim. After 5 weeks, we were contacted by Mr. Palmer, stating he was the Manager and Partner at this office and after arranging to come out, admitted that unfortunately they sent the wrong crew to do our installation and they were never able to get exact measurements, so they used the numbers from the salesman's notes. He asked what they could do to make it all right and we said we no longer trusted the integrity of anyone at Window World and after doing so much damage and trying to conceal so many things, we no longer wanted their windows or them to come back to do anything else to our house.
We told him we wanted another company to fix all the damage done by Window World and they needed to pay for it. He said he would give us an answer by the close of business the next day. His answer was that he could bring Mr. Conley to see the damage and he could talk to us.
We declined and asked that they address the bill as promised numerous times and respect our request to have another company of our choice to repair the damage they have done. They declined.
We have kept an ongoing log of detailed facts of documentation, taken over 100 photos/videos, have several witnesses along with various inspection reports from others in the industry to include two Class A Contractors which collaborate this horrific account of damages. We reached out to Window World Corporate from day one and emailed the CEO, President and VP a couple of times, only to be told they will ask the owner to contact us. Which has never happened.
Most peoples homes are the largest, most single important purchase that they will ever make in their lifetime and that of which most spend their entire lives paying for.
Window World has not only destroyed the largest part of that which makes our house a home but they have also taken away our peace of mind which we've spent years investing in through their dishonest conduct and negligence. We can only hope that this will save other families from going through such circumstances.
User's recommendation: RUN!!!!!
Product or Service Mentioned: Window World Window Replacement.
Monetary Loss: $145000.
Preferred solution: Damages to be repaired by another company of our choice and paid for by Window World..
Location: 9111 Midlothian Turnpike, North Chesterfield, VA 23235