Window World - Horrible Customer Service, No Control of SubContractors
Window Installation - Complaint
NAPERVILLE, ILLINOIS -- I contracted Window World to install new windows for all of my windows, a new bay window and a new storm door. Sales date was November 2, 2011. Did not hear from company again until ready to install in late January. David from WW called to arrange delivery dates since it would take 2 days to complete the job. He offered me two weekday delivery dates, February 1st and 2nd (Wednesday and Thursday). I informed him work is busy and I could not take 2 weekdays off work until after February 11th due to our workload. David stated he needed the warehouse space and could not wait that long so he scheduled to have my windows installed on Friday February 3rd and Saturday February 4th. Crew that came Friday was not a Window World crew but a subcontractor. I was ok with this.
They got to work and all was going well. At the end of the day, as the crew was packing up, I asked what time they would be back in the morning and they informed me they were not coming back until Tuesday February 7th. I stated this was not possible and that I had been told they would be back Saturday Feb. 4th. They informed me they had another job that was scheduled to be done Feb. 4th and that I would instead have to call the office Monday and schedule the remaining install the FOLLOWING Saturday, Feb. 11th.
I had already made arrangements for my wife and twin 7 month old babies to be out of the house on Saturday Feb 4th, and now I had to make new arrangements for them to be out of the house the following week on the 11th.
On top of not coming back when they were supposed to, the crew also left gaps between the windows and frame to where outside cold air was blowing into my home. I had to go to the hardware store and purchase gap filling foam since I could not let cold air blow in my house for more than a week.
I called Monday and spoke to Kathy in the office who listened to my complaints about the crew not adhering to the scheduled work dates and leaving the install project in a state that was unsatisfactory. She asked me to send her an e-mail with photos and my complaint. I did that on Monday Feb. 6th at 9:30am.
Despite several attempts later Monday and all Tuesday, it took until Wednesday Feb. 8th for the office to e-mail me back. Kathy stated that "unless it is for a crew not showing up there is usually no discount. I will bring your concern to the installation managers attention again and let you know if there is a change."
The issue arises from WW's use of a subcontractor who they cannot control. I contracted Window World to complete the install, THEY contracted the sub contractor. Their poor communication is not my problem, WW should have made this right for their customer.
I argued that the crew not coming back on Saturday WAS a case where the crew did not show up.
In the days since, I have repeatedly tried to contact Kathy concerning this issue. She has replied to me about other issues but will not discuss the requested discount.
I have also requested to speak to David, or whomever is in charge of the Naperville office but no one will call back. I have also requested a number for Window World Corporate and cannot get anyone to provide one.
I am requesting a nominal discount as a good faith compensation for the additional week that the install took, for having to reschedule time for my babies to be out of the house and for the crew's poor workmanship on the initial install.
The company has since completed the install and the product looks great, however the customer service of this company is extremely subpar.