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I am submitting this complaint on behalf of my mother. She has been a Window World customer for years and has always been happy with them. In fact she referred many people to the company because of how happy she had been. That all changed about a month or so ago. My mother called into the Cedar Rapids Iowa office and spoke to a girl by the name Amber. At first she was pleasant and kind then suddenly annoyed by the questions my mother was asking she began to huff every time my mother said something. She would then huff and answer my mothers question with sarcasm and disgust. At this time my mother put the phone on speaker so I could hear what was being said. The woman had such an unprofessional tone to her voice and was plain Hateful to my Mom. When the conversation ended we chalked it up to Amber was having a bad day. That was until a few days later when we called in again and got you guessed it Amber. She was rude right away to my Mom and kept with the huffing and saying UMMM WHATEVER when we would say something she didn't like. See at the time she was speaking to both my Mother and I on speaker phone. When we called her out and asked why she was so rude to the customers she said, " If you weren't all *** *** and used your brains then I would have to respond that way." I about fell over! I looked at my Mother and she at me Did she really just say that? We got off the phone with her telling her that we were going to contact the owner Heather. She said and I quote, "Try all you want Heather will never get the message to call you. See we girls in this office back each other and if I tell them to lose the message then they will." I honestly didn't at the time believe what she said. So over the next week or so we called and left several messages with other girls in the office for Heather to call us and when we were asked our name and number you could hear a change in the tone of their voice that they knew who my Mother was. Needless to say Heather the owner never has called us.

We began to talk to friends we had recently referred to WW and asked them their experience with the office staff. They said that at first Amber was kind when they called in and set the appointment they even told her PLEASE don't set this in stone we may not be able to make it that day. She said that was fine just to call the next day and let her know if that day would work for the "hik" ,I guess that is what they call the salesmen,to come out. And said she would just note the date and not even write it on the schedule. The next day our friend called in and said that she needed to do it a different day. Amber got so mad. She began the huffing and said Well what day works for you THIS TIME! When our friend told her that the same day the next week would work and Amber said to her "Well I will put it on the schedule but tell the "hik" not to Expect the appointment because I am sure that you will call in again to change the date." Our friend asked to speak to the owner and Amber replied , "Well they aren't here and wouldn't speak to YOU anyway." Our friend then said, " You know what just forget it. I don;t want to do business with Window World. Have a Great day Amber." Our friend then told us Amber's response FLOORED her. Amber replied, "Well *** we don't want to do business with your *** anyway. ***." and hung the phone up.

It is sad that because of this Amber that Window World is losing our business. We really enjoyed the quality of work they have done over the years. I tried again to leave a message for Heather Monday, even calling from a different number. My plan was to act like a new customer and then to ask for the owner At first Amber said We have a new girl in that department but she isn't trained yet So I can help you. I then said well can I just speak to Heather. It was at that time she said OH this is, said our name, isn't it? I said well yes it is. She said. " I told you that Heather wasn't going to speak to you. And she never got any messages from you so get the MESSAGE ***!" And slammed the phone down.

I didn't want to post this on here because Window World has been good to us over the years but I do NOT want others to hear what my Mom, our friends, and I have had to hear.

I hope that Heather goes on this page and sees this comment so she knows what this employee does behind her back.

Review about: Window World Customer Care.

Reason of review: Poor customer service.

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Anonymous
Iowa City, Iowa, United States #1225398

These have been very helpful, I think I will take my business to Window Depot with a BBB rating of 5. Thank you all. Teresa of Iowa City

Anonymous
Cedar Rapids, Iowa, United States #950333

Amber is a pothead.

Anonymous
#903540

I am an ex-employee of window world. This is how to deal with your issues.

Call ww national head-quarters and then file a complaint with good housekeeping seal. They pride themselves on keeping this status and head quarters will hopefully do something about it especially when you tell them you are going to good house keeping :) They are a deplorable company, the agenda is to get the initial deposit and then they don't care anything about you after that trust me!

Anonymous
Saratoga Springs, Utah, United States #885611

I highly doubt a company as reputable as Window World would continue to employee a person such as "Amber". All businesses know the customer service rep is the face of their company and wouldn't allow this kind of conduct to continue.

Sure things like this happen but once the company found out about it she would be fired. I assume their calls are recorded, if I was WW I would pull the calls to discredit this ridiculous account of your experience.

Anonymous
to S***pie #890475

I wish we had recorded our call to WW in Cedar Rapids Iowa. It was exactly as the reviewer described.

Our daughter had told us of problems with the installer as well as the company representative. My wife then called and as soon as she said she had a complaint the girl turned rude and wouldn't co-operate at all. She kept saying she found it "hard to believe" and acted like we made it up. Is "Scrappie" a pseudonym for Amber of window world?

Because your last sentence sounds a lot like her. And I wouldn't be surprised if those calls are missing from their records.

Anonymous
to S***pie #964644

They stood behind her on a lot of things that she should of been terminated for. They have a high employee turnover in this office.

They have lost a lot of good salesman and staff for unfortunetly, standing behind the wrong employees. There are employees within the facility that have the packed mantality, however it's limited to the installation department and those that they are friends with. The office politics in this facility are rediculous . As for the owners they are not often in the cedar rapids Office generally they are in Des Moines.

They are good people and they do strive to do right by there coroners, they just have poor employee management and bad judgement. The product is equal to the price. An they do stand behind it with the guarantee, that being said do to volume it's not always easy to get to services immediately. An often customers have to wait significant amounts of time.

Every business has week points. Theirs is management and poor judgement. This office is also understaffed and the work load wears down the good staff. This is not an explination or an excuse if this employee did speak to this customer in that manner just some insight to the dynamics of the office.

There are many Window companies in the area. I once was told " A window is a window is a window" every company has there specific detail that makes there window a nitch in the market.

Not to say that staff and customer service shouldn't weigh your decision but ultimately it's the product and the companies willingness to make it right when somethings gone wrong. Every business hopes it doesn't go wrong but in any home improvement any business for that matter it does.

Anonymous
to becauseintegritymatters9 #964646

Customers.. Have to love auto correct.

Anonymous
Omaha, Nebraska, United States #879526

I wanted to take a minute to provide some perspective that may or may not be taken into consideration by all who have already posted on this thread, but I would like to nevertheless. I have known the owners of Window World of Cedar Rapids for many, many years both personally and professionally, and for what it's worth coming from someone nobody in the thread knows (Danny Thompson, part owner of Window World of Omaha and Window World of Wichita), I want to attest to the character of these owners because I was raised to stand up for what's right, and in this set of circumstances, I feel that means that I simply let everyone know, in a demeanor and stance as non-argumentative as is possible, for whatever it might be worth, that these owners are fantastic people -- extremely hard-working, down to Earth, caring, compassionate, fair people.

Certainly, they've worked hard to continue growing a business and building great customer relationships, but more importantly than that, they've done so the right way.

With any business, small or large, and across any industry whether it's retail, restaurant, industrial, real estate, remodeling, or any others -- there always exists an opportunity for things to go wrong. That's inevitable. I think what separates companies you want to do business with from the ones you don't is the way they react when things don't go as planned. I've never known anything of the owners of the Cedar Rapids Window World other than to always do what's right, fair, and accommodating whenever possible.

I've seen them bend over backward in countless situations, probably some of which it were altogether unappreciated, but even so to try to make something right when it may not have gone as planned, simply to reassure a customer that what they say and live is true -- that they are going to back their company, their product, and the customers themselves whenever possible.

I can't speak to this specific set of circumstances because I only know of this situation what I've seen posted in this thread, but I simply wanted to provide testimonial into the type of people and character these owners are so that anyone else reading can also take into account this additional perspective and hopefully consider it before forming an opinion of this situation or the parties involved.

I know the Cedar Rapids owners to be extremely accountable and unquestionably morally upright people, and that those two of many admirably defining characteristics of these owners will drive the resolution of this, or any other scenario presenting itself, as long as they're provided an opportunity to make good on any concerns, misunderstandings, or any other issues in the first place. They're truly great people.

My only request to those reading or who've already posted is to please put aside any perception or experience thus far and consider what I've said -- that they are the best type of people you could do business with and while not perfect (who is?....) will always strive to make good on their word and the customer relationships they tremendously value....as long as an opportunity exists to do so...

Anonymous
to Danny Thompson #890479

If they ever get the messages from their employees. We will see if they do anything.

Btw one of the windows was even installed upside down and had to ask another installer because he wouldn't listen. Another one was crooked and he said you wouldn't notice from most angles.

These things can be explained away with good intentions but the rude phone conversations were repeated. I'm sure you like them and consider them friends Danny Thompson, but when this much money is involved I hope people consider all customer reviews.

Anonymous
Cedar Rapids, Iowa, United States #879277

Heather,

I am sorry but I read that original post as had so many other people. You said COMPLAINTS not COMPLIMENTS you have went back and changed your wording for some reason that shows how truly SHADY your company is!

I am ASHAMED now of the times I have DEFENDED someone in this area when they say some snarkey comments about your company. As our family stated before we were customers of the original owners and never had issues that is why we continued as customers when you and your husband took over. I am not sure why you went back and changed your comment but it must be to cover your butt for some reason. I am sitting here looking at my wife of 40 years struggle with heath issues as she lays in a hospital bed.

We are devote Christians and when AMBER spoke to her that way it caused such stress on her heart that her heart issues became worse. Now for you to backtrack and change your comment it enrages me that I have been so civil to you and so understanding. A little tip from a man that owned and operated a very successful company here in Cedar Rapids, " Employees are a dime a dozen it is the customers that make or break your company."

We have spoken to our legal counsel and have been told we have a case against you and your company because the phone calls were heard by more than 2 people and the way she treated my wife triggered her heart complications to act up. But what would that solve?

Would money make my family forget what your company did?

NO. So we are not going down that road however, we have contacted the BBB and word of mouth is the most powerful advertisement and we have let people know how we were treated by a company we have been loyal customers to for a number of years.

Anonymous
Iowa City, Iowa, United States #879112

Has anyone that is posting on this know the difference between a COMPLIMENT AND A COMPLAINT?

Heather said in her post COMPLIMENT and said she has numerous COMPLIMENTS not COMPLAINTS . She has also offered the start of this post to come forward and talk to her on the phone .

As for the GOD FEARING MAN . I have also been raised under our Lord Jesus Christ and have been taught to never judge someone else ,especially when you are hearing one side of the story, and that is the side that won't come forward and address her concerns with Heather. I must COMPLIMENT Heather on responding to this head on and offering her number to talk in person. NOT just posting on a web site.

If anyone is considering not going with Window World JUST because of this post you are missing out on a great opportunity . I have used them in several of my rentals for several years and never regretted it.

Anonymous
to GODS NOT DEAD Cedar Rapids, Iowa, United States #879778

Sir,

We tried to talk to Heather numerous times and her "WONDERFUL OFFICE STAFF" (as she put it) refused to give her the messages. And it was not just Amber that answered the phone when we called.

Another girl answered also. I don't recall her name right now it was something like Jackie or Jessie something like that. When we asked to speak to Heather she asked who was calling. After I stated my name she said, " (huff) I don't think so." and hung up.

As far as Heather now stating that she has never had any other complaints about Amber that is not true. Our family and friends have been asking around their work places and in organizations about other people experiences with Window World. One of the friends actually knows someone who works at Window World and stated Amber is rude all the time on the phone with customers. And that this is NOT the first time Amber has used inappropriate language on the phone!

He also said Heather is rarely at the Cedar Rapids office and she doesn't know what is going on in the store when she was gone.

It is past the point now where we even want to talk to Heather.

Even if we did nothing would come of the conversation. She knew before my daughter wrote the first post that Amber talked to the customers badly and she obviously did nothing about it because Amber talked the same way to my family.

Anonymous
Cedar Rapids, Iowa, United States #878879

I was reviewing window companies and I ran across this review. At first I wondered who Heather was that the poster had mentioned and after I looked into the company I found out she owns the company.

So that is troublesome to me that the owner of the company is stating that she knows this employee, and maybe others in the Cedar Rapids office, treat customers badly. All the people that I have asked about Window World tell me they are a good company with great salesmen and they back their products.

So I was strongly leaning towards Window World for our home and then the windows for our 6 rental homes but now I am going to keep looking for other companies that have employees that will treat me with respect. When a customer chooses your company they deserve to be talked to like a person and not something that was just scrapped off a shoe.

Heather it is sad that you are losing more and more customers the more people read that review.

Anonymous
to Window shopping in Cedar Rapid #879095

I am one of the owners of Window World of Cedar Rapids. I am very proud of our Cedar Rapids Team and all they have accomplished.

We are not perfect. We do make mistakes.

But, my original response stated that I have had numerous COMPLIMENTS regarding Amber and the office staff. I have never, until this post, received a complaint regarding Amber.

If you have any questions about our company or if you would like to discuss this further, please don't hesitate to call me #515-270-9264.

Sincerely,

Heather

Anonymous
Cedar Rapids, Iowa, United States #878760

My daughter placed the comment above on behalf of her mother and I. It angers me that after so many years of dedicated service that we have had to end our relationship with Window World.

We used the company when the previous owners had the company and were always satisfied so of course when the company changed hands we stayed loyal customers.

I came to this site today to see if our comment had generated others to post who had the same issues as our family and friends have had with this young lady Amber. I wonder what parents are teaching their children today when they treat people the way this young woman treated us. It further enrages me to read the comment from the owner Heather that she knows this woman and other office employees treat customers badly and has done NOTHING ABOUT THIS!

I agree with the woman who owns another company here in Cedar Rapids that Heather needs to take a look at what is important in her life, is it her friendship with her employee Amber or is it her company Window World? Due to the response that Heather placed on here our family is no longer interested in speaking with her obviously she knows that her employee acts the way she does.

Can anyone refer a good window and door company in Cedar Rapids that cares about their customers? If so please let us know.

Anonymous
to Angry ex-customer #879092

My original post:

I am so sorry about your experience(s) with Amber in our Cedar Rapids office. I have to admit that this does shock me.

I am in the Cedar Rapids store and have had numerous compliments regarding Amber and the office staff.

I don't want this to happen to any customer and would appreciate the opportunity to talk with you. Please contact me at #515-270-9264 at your earliest convenience.

Thanks!

Heather

Anonymous
to Anonymous Iowa City, Iowa, United States #882615

The office gal's name is Jessica .....I too have had a nightmare with C.R. Window World -no customer service,believe what you read I had similair experience.I didn't know till now Heather is in this office?

Trust me Heather you will be hearing from me.

I work with the public when I mention W.W. the smile always goes off their face with a story to tell.

My 2014 regret in life is having you do my windows!

Anonymous
#878284

I am so sorry about your experience(s) with Amber in our Cedar Rapids office. I have to admit that this does shock me.

I am in the Cedar Rapids store and have had numerous compliments regarding Amber and the office staff.

I don't want this to happen to any customer and would appreciate the opportunity to talk with you. Please contact me at #515-270-9264 at your earliest convenience.

Thanks!

Heather

Anonymous
to Anonymous Cedar Rapids, Iowa, United States #878495

Heather I would think if you have had numerous complaints about Amber that you would get rid of her. My husband and I own a company in the Cedar Rapids area and I would never keep an employee that had numerous complaints.

Obviously this Amber is losing you business and with as competitive as Cedar Rapids companies are I would think you would choose valued customers over this woman. After I read what this lady wrote I made a point to tell my employees if they ever ever ever spoke to a customer using curse words they should just turn and walk out before I threw them out. No employee is worth losing the good name that we have worked so hard for. I have always heard wonderful things about you and your husband, though we have never worked together nor have we personally used Window World in our home since it is newly built, I always refer customers to your company when asked if I know where they can get quality work done with a great company.

Reading your response to this woman that you know Amber mistreats customers and you still keep her is making me rethink my views on your company. If I was you I would seriously think about who it is that puts the money in your bank account Amber or the customers? I truly hope, for your Good Name, that you do the right thing.

I will continue to follow this review.

L. Palmer

Anonymous
to L. Palmer #878918

C.O.M.P.L.I.M.E.N.T.S. not comments.

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