ComplaintsforWindow World of Springfield

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 reviews I left on website. Update to review below in January. After multiple times and my review on their page. They came out examined the window. He ordered me a replacement one. This will be our 8th replacement in 7 years out of 16?? Something besides the moisture between the panes had broke too! Every one replaced is for moisture between panes. He said not to use window till replaced. WE HAVE NOT Heard from them since! We have to wipe the windows down with towels every morning in the winter. Poor Quality, Awful Customer Service and 8 windows Replaced in 7 years and Never without a hassle. Very poor quality windows! We bought 16 windows from Window World in Springfield Missouri in 2014. It took forever for us to get our windows and since we have gotten the windows it’s been a real pain. In the seven years since we purchased the windows we’ve had to have seven of them replaced so basically one a year! It’s due to water between the two panels. There shouldn’t be any water. I’ve attached pictures to show you. Yes they replace them since it’s a lifetime warranty. But let me ask you what homeowners want to go to that expense of having new windows put into their home only to have them come out once a year and I have to replace one window a year! Ridiculous. Very agitated customer.

  

  Business response

  07/12/2022

  Hi ***, 

  We apologize for the delay in scheduling your service part (replacement window sash) to be installed. We understand this has taken longer than you expected and to be honest, it has taken longer than we had ever anticipated as well. We pride ourselves on customer service and ensuring all customers are satisfied with their experience with ****** ***** ** ***********. After speaking with you on the phone on Friday, July 8th, we have agreed to schedule your service for July 25th at 8AM and our goal is to ensure your warranted window is operating properly. To be very straight forward and honest, without making excuses and justifying the delays, I want to share why your service has unfortunately and unintentionally fallen through the cracks. The two individuals you were previously working with regarding this warranty work have since been terminated from our company. During the months of February through May of 2022, our team was working through training new employees, transitioning new individuals into the office administrative and scheduling roles and working to ensure all customers were taken care of that may not have been communicated with and scheduled in a timely manner. Again, I stress that this is no excuse and we truly do apologize for the delays and lack of communication. We appreciate any understanding you're willing to lend us. 

  According to our records, your first window installation which includes the window we are servicing, were originally installed in 2013. During this time, we did not own the Window World of Springfield location as we took ownership in 2019. We are servicing and warrantying windows that we did not install and will continue to service your products as part of your lifetime warranty. We believe you have a quality product and want to express that components of windows may fail or need serviced in the future. The labor and parts are covered under the warranty, we will continue to honor that warranty and that does not mean that your windows are poor quality. 

  A voicemail was left on your phone on Monday, July 11th to discuss this further and hopefully connect to find a resolution together. We hope that having your service scheduled for July 25th will help bring this matter to a close. 

   

  Thank you, 

  Window World of Springfield Management 

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