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June 17th, 2021, I paid a 50% down payment and ordered 18 Series 4000 windows with a promised install date of 10-12 weeks. 16 weeks went by with no word from the company, so I called them. I was told manufacturing was behind schedule and it looked like I should have my windows sometime in December. The new year came and went without a call or any form of communication. I called sometime in Jan and was told it would be a spring before my windows were ready. With each phone call I spoke with their local office worker/secretary. Never were my concerns elevated to a manager, or did I receive communication from one.
My install was finally scheduled for March 22nd between 8-10AM, but with no mention of weather permitting. I made it very clear I had to schedule a day off work to be present in the home, yet again no mention of weather permitting. Approx 10AM March 22nd I received a call stating they would not be doing the install due to rain being forecasted. At this time there was no rain present. I lost a day's pay due to their poor communication. We rescheduled for April 1st and the install was performed.
Upon inspecting the quality of the windows and install job I was floored by the poor craftsmanship and lack of quality control I found. Pictures added for details, but the major defects I found included.
1 - Almost every window is poorly constructed. Joints are not square or equal. 2 - Adhesive used to form the windows is gushing from every seam and on top of that is unpainted.
3- Trim pieces don't fit snug or correctly and hang down
4 - I don't know what the piece is called, but between 2 large windows in 1 big opening there is a piece that was installed too low. Doesn't cover the top of the portion between the 2 and is so long at the bottom it doesn't sit correctly. On the outside of this same piece, it is cracked.
5 - One screen wasn't even installed
6 - The interior paint of the screens is already worn and scratched
Overall, my "brand new" replacement windows look like they are already 10 years old. I'm extremely unsatisfied with the quality of these windows.
Desired outcome: I honestly don't know what would resolve this for me. I don't want to go through the hassle of replacing them again. A reduction in cost would be a start. For the price I paid I did not receive what I was promised.
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DO NOT BUY ANYTHING FROM THIS COMPANY UNLESS YOU'RE A MASOCHIST!
It took 6 months & 26 days (after being told by our salesman that it would be 12-14 weeks) and me cursing out Mark owner/operations manager before Window World of Pensacola completed our door/windows. They require 50% down then hold your money hostage. They don't answer the phone or return calls, you get no information on when your order will be delivered until Window World decides to inform you. Quite possibly the worst company I've ever dealt with. Our windows cost over $14,000...I've lost over $2000 in time and client services because of Window Worlds non-existent Customer Service. I explained to the salesman when I signed the contract that my husband and I own property in several different states, and we travel for work so it's difficult for us to drop everything to be available for the installation unless given advance notice and or we have to pay someone to be available. I called Window World 10 times trying to get information, only speaking to someone 1 time. I was told then after waiting 16 weeks that it would actually be 20 weeks before delivery. I asked why the customer isn't contacted and notified of delays and was told by Mark Biles (operations manager/owner) that "we sale over 3000 windows a year, the office girls don't have time to call people, to let them know about delays." I told him that not notifying the customer is bad customer service especially when his company had $7100 of our money, his reply was "you'll be fine it's not the end of the world." This was our second experience with Window World...our first experience was in WV; from start to finish was approximately 6 weeks...we expected similar here or at the least a phone call telling us why the product was delayed.
A company is only as good as the people who run it. This company is run by a man Mark Biles who thinks he's superior to his customers, is rude, disrespectful and arrogant and has no clue about customer service. Crappie operator with a crappier attitude. I Wouldn't Recommend This Company to Anyone.
The best part of the whole experience was the installers...Robert and his crew were excellent, polite, on time and did good work. I'm sorry that the installers are caught between the customers and the crappie owner.
Window World Detroit, worst company I've ever dealt with and I'm in the the business of construction management. Ordered 7 patio doors in December 2021. Installed (very poorly) June 2022. When I told the installer everything I saw wrong, he told me that the problems would be service issues and he didn't do service work. Installation was terrible to say the least. It took 5 different calls, and 4 emails to the corporate office to get them to schedule service. Service date September 2022. Service guy showed up at 1130am and informed us that the office hadn't told him all the things that were wrong and he couldn't do the work. He then told us that all 7 doors would need to be reinstalled because they were so badly installed to begin with. Service reinstall date October 2022. Service guy promised the whole job would be completely finished that weekend, except ...it wasn't. Screen doors were still wrong, broken and torn. New screen doors were supposed to be delivered mid October. I had to call multiple times to confirm. No screens ever arrived. We are all done with these clowns. Called finance company to contest payments. Screens are cancelled, company is fired. Best thing about this company is that they will never be coming back to my house again...ever! I'll hire another company to provide screens and finish the job.