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Update by user Oct 07, 2021
Nothing is working as far as I am concernedNo return callsTerrible Installation Damaged J Channel and siding Windows are not square and some will not close for lockingSpoke with people who promise a lot but deliver nothingLot of lip service but no action
Update by user Oct 07, 2021
No one returns phone calls Including Customer SupportInstallation was terribleThings were promised and were never acted uponNo body knows who's in charge
Original review posted by user Oct 07, 2021
The sale of and delivery of the windows went well - that's the good news.
Now the bad.
The delivery and installation was scheduled and people arrived on time. They started removing the old windows and frames and after removal informed me I needed to replace some damaged wood.
The installer informed me that he couldn't touch the wood repair because it was against Window World Policy, but he could do it as a subcontractor to me. I told the installer the wood wasn't bad and to install the new windows, but to give me a quote to repair the wood he mentioned.
That was on a Thursday, and he sent a couple of guys out on Saturday to review and prepare a quote. Neither spoke English and were trying to use a cell phone for interpretation. They talked back and forth with the subcontractor for about an hour and quoted me a price I felt was extreme.
I ask them to leave, and I would speak to Window World of Houston.
I called WW Houston and spoke Julian and informed him about what was going on. He told me not to work with WW Houston subcontractor and that he would make things right. Julian wanted to schedule a person by the name of Apollo to inspect the installation and materials required to complete the job. He also mentioned he had a lot of trust in Apollo and that he would get back with me, Apollo was scheduled to come on Tuesday 10-5-21 but never showed up.
I called Julian again and found he was on vacation. Just after I made the call I received an email stating David Mount was assigned as the Field Supervisor to handle this matter. I contacted David Mount about what was going on and why Apollo didn't show up. He stated they could not get hold of Apollo, and he would follow up and call me back.
He never called back. I called again and another person at WW Houston said that that WW Houston would be out the next day around 9:00am to finish the installation, I mentioned that Julian wanted Apollo to give him the status on materials required, but never showed up. He said that he wasn't aware of that,. However, the crew would be there the following day to complete the installation.
I received and an email confirming the appointment.
Apollo did arrive unannounced late that day around 5:00pm and performed his inspection. He said the installation was one of the worst he had ever seen and that WW Houston would make it right. Additionally, he also obtained the list of materials required to complete the installation.
I received another email confirming the appointment and guess what - no one showed up.
I called David Mount again and of course I got Voice Mail. Left a message twice and still no return call.
I did contact WW Corporate Office and was transferred to Customer Relations and left a voice mail - no one ever called back. I called them again today and an actual person picked up, took my information and I would be getting a return call. Still haven't heard back from them yet.
I was showing my friend the new windows and opened one and now in will not close and lock, Under closer examination I found the windows are not square. They have a large gap at the top and small one at the bottom.- which would indicate the windows are not square.
As I sit here looking at exposed wood, ruined J Channel and siding I still have hope that WW will complete what we contracted for.
This has been a very frustrating process.
Would I do business with them again - possible if they complete what was started. In fact, I was going to order two additional windows but based upon what I've been through over the past couple weeks - NO
Will I contact an Attorney - Yes if they continue on this path
User's recommendation: Be careful - promises are never kept and installation quilty sucks.
Preferred solution: Deliver product or service ordered.
Window World Cons: No return calls no problem escalation incomplete installation.
Location: 2522 Bissonnet Street, Houston, TX 77005