Window World of DC Inc

Company refuses to do warranty work, warranty is worthless

I would definitely use them again.

Great, they always do a great job and they are very timely.

They were the lowest of the three estimates so I was hesitant. But the salesman, Linton, was the most knowledgeable of the three. They promised installation in 4-6 weeks and it was right around 4 weeks that they installed the windows. The crew was efficient and completed the job in one-day. For the money this company offers great value. Mike O., Rockville, Md

The process went very smoothly and well. The customer service rep was cordial and knowledgeable, making useful recommendations. The installation was done efficiently and as scheduled. They spent considerable time making sure we were happy with the installation of our semi-circular window.

Salesperson was very responsive. Crew was professional. Had one small issue with a window frame INSIDE the house and it was taken care of satisfactorily. Had hired this company on the recommendation of a close friend - based on the ability to have a particular installer/manager on-site for the job. This request, which was listed on our contract, was not fulfilled and was my only other complaint.

We signed a contract to have new windows and a new door installed on our house by Window World. While we had no problems with the windows (and have had no issues to date with them) our initial problem came with the door contract. Our salesman said he should have created two contracts, but instead he only created one (he added all of our door information to our window order form) and while he verbally told us that we would get a like for like item, at the end of the day he submitted the order form for the door but we never received a peephole. This was on top of the fact the door took 2-3 months to arrive (which the store blamed on a vendor backlog) Upon noticing this issue we reached out to the salesman, who texted back and said he would call us as soon as he wrapped up with an appointment he was in. We never received a call from said salesman. A week later we tried to reach out again, however we never heard back. Fast forward a month, and we tried to call again. With no response to my third voicemail, we went in store where we were told the salesman should have called us back but a “urgent” message was passed to him to call us. At this point the store said they could see they had ordered a peephole for our door, and the apologized that it was not installed. They said to talk to our salesman, but it should be an easy fix. After a week and no call from our salesman we again called the store. This time the story had changed. They stated the item was not in the contract (while we admit we should have had him write in that a peephole was requested, the salesman stated several times that a like for like swap would happen and he specially stated this would include a peephole) and as such we would not be getting the item. We expressed our frustration and said we wanted to talk to our salesman about this issue. The store told us the salesman should have called us a week ago, and said they would send another email to him marked “urgent” telling him to call us. It has since been over 48 hours, and as of the time of this writing we have still not heard back. UPDATE: After posting this review the company reached out and offered to install a peephole in our door at no cost. We are satisfied with the resolution and we would recommend this company for anyone looking to have window work done. We signed a contract to have new windows and a new door installed on our house by Window World. While we had no problems with the windows (and have had no issues to date with them) our initial problem came with the door contract. Our salesman said he should have created two contracts, but instead he only created one (he added all of our door information to our window order form) and while he verbally told us that we would get a like for like item, at the end of the day he submitted the order form for the door but we never received a peephole. This was on top of the fact the door took 2-3 months to arrive (which the store blamed on a vendor backlog) Upon noticing this issue we reached out to the salesman, who texted back and said he would call us as soon as he wrapped up with an appointment he was in. We never received a call from said salesman. A week later we tried to reach out again, however we never heard back. Fast forward a month, and we tried to call again. With no response to my third voicemail, we went in store where we were told the salesman should have called us back but a "urgent" message was passed to him to call us. At this point the store said they could see they had ordered a peephole for our door, and the apologized that it was not installed. They said to talk to our salesman, but it should be an easy fix. After a week and no call from our salesman we again called the store. This time the story had changed. They stated the item was not in the contract (while we admit we should have had him write in that a peephole was requested, the salesman stated several times that a like for like swap would happen and he specially stated this would include a peephole) and as such we would not be getting the item. We expressed our frustration and said we wanted to talk to our salesman about this issue. The store told us the salesman should have called us a week ago, and said they would send another email to him marked "urgent" telling him to call us. It has since been over 48 hours, and as of the time of this writing we have still not heard back. Thank you, Adam

The price was good the windows were decent for the money but their offer cause we got four different estimates, the estimates were anywhere from 9000 to 37000. So the price that Window World offer was good it seemed like their window was good. I had a couple referrals from friends that had used them but their customer service stinks and they send in people who don't speak English, I don't know how skilled they are they're not very skilled because they tore up custom molding that we had. They tore up walls, door frames and so for that I would not recommend them. And then I've been trying for three weeks to get a hold of them and they're not responding.

The price was good but that was about it.

unknown

Terrible experience with this company.  We live in a home built in the 1960's and we have window unit air conditioners.  We spoke at great length with the sales man, Arthur, when he was here about the window units as our install is in the Summer months.  He said not to worry that we could stick the AC back in the window as soon as it was installed.  He even went on to offer that if we paid "his guys" cash they could build brackets that we could set the AC units on.  Installer is here and informed us we could not in fact put the units back in immediately because the caulk needs 24 hours to dry.  It is 105 degrees outside right now.  We called the office and the District Manager Scott called us back.  He said that the AC units are our problem and that they are obsolete and Window World doesn't make their product to fit window unit AC's.  We countered with your salesman Arthur saw what we are working with and sold us this product anyway, the manager Scott's answer...  I will have Arthur call you.  Still waiting for Arthur to call us.

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We chose window world for their "lifetime warranty", a few months after installation two parts of our door broke. We placed the service call in June. Now, in late November, the part is still broken, and the door not able to be used. We have had several no-shows by servicemen, missed appointments, phone calls not returned, management who is hired and leave the company within a week who do not turn the case over. This morning we were promised by Anthony Lloyd a repairman was coming to replace our door. The appointment time came and went, and when I called Anthony claimed his worker was "told by someone he doesn't remember" that our appointment had been canceled. This company lies, avoids contact, and provides the worst in service. I would like to go back and choose any other company but this one!

unknown

The salesperson was respectful and tried to do a good job. The installers did a good job. The woman who answers the phone for scheduling did a good job. It is the local franchise owner and management who do a poor job and who do not care at all about customer service.

After I contacted their corporate headquarters and complained, I finally got a call from the local GM, Greg Deathridge. He  promised that the problem would be resolved to my satisfaction and thought it was awful that I would write bad reviews. I said if issues were resolved and service was improved I would certainly update and consider revising my negative reviews. He promised that Dwayne Morona one of his managers would be my advocate and work to resolve the problem. Weeks passed. No phone call. No contact. Then, I called and spoke to Dwayne who said he had not been told that he was supposed to be helping me. I was waiting for the final screen to be delivered and had expected an update (proactive) from him as to when it would be delivered and installed. The second installation to fix the original problems was on Oct. 30. He then told me the "system" showed the screen would be delivered in December--which is unacceptable. He was going to check on it and call me back in a few minutes. Several days have passed an no phone call.

I cannot recommend this company due to internal personnel and lack of procedures to correctly order, install and provide customer service. I am sad to write this; I thought that after the general manager promised better service and after I had contacted their corporate offices that I someone would have cared enough to deliver what I paid for and to provide proactive customer service. But they did not.

unknown

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So far so good, good price

During installation they realized they were missing a part. The installers, who didn't speak adequate English, indicated that they would have the company call me. They left with the nonfunctional door with my wall studs exposed to the elements outside. A week later the company had not called. When I called them, they were unaware of the issue. They said they would order the part and it would take a week. A week later I still hadn't heard from them. When I called after week two, the customer service manager named Brian advised that it would take another week. When I called during weeks three and four after not hearing from them, customer service simply rolled to voicemail from the main receptionist. No one called me back nor returned my email. Shortly after four weeks after the failed installation, I emailed the original salesman and told him I wanted to invoke the refund clause based on the guarantee. He wrote me back and said that would not be possible, because the contract allowed for installation difficulties, not further specified. Finally, after five weeks beyond the field installation I got a call saying the part was ready and the installer can be completed. I don't recall an experience with a little less responsive customer service divisionanywhere. Based on this I will never use Windows world again

The estimator was extremely helpful and friendly.  He walked through all of my options.  I live in a condo community so I am required to use certain exterior colors.  The estimator suggested that I use the standard condo bronze color on the exterior window trip but that the interior of the window be white.  What an AMAZING transformation.  My old windows were architectural bronze on both the interior and the exterior.  Using white inside completely brightened up my space.  The quality of the windows is superb.

I had some issues with the installers, who were contracted by Window World.  They damaged the walls above my windows and left HUGE horizontal cracks.  They also dented my window sills.  The installers didn't bother to mention this when they finished.  I BROUGHT IT UP when I was doing the walk through.  The head installer didn't speak English but fortunately I speak Spanish so I asked him if Window World was going to pay for the damage.  He made excuses about my old windows being old thus causing the cracks when he tried to remove them.  After several minutes of back and forth, he said he would have no problem coming back the following weekend to repair the damage.  He asked me NOT to call and report it to Window World because they would dispatch him anyway to fix the problems.  Regardless, I emailed Window World pictures of the damage as soon as the installer left and asked them to repair what they had messed up.  They called me the next day and left a voicemail claiming they would schedule me for a repair.  I called them back and was unable to reach anyone.  After three days of calling, leaving messages, and emailing, I still don't have a confirmation as to if and when the damage will be repaired.  The cracks are VERY visible and take away from the aesthetics of what would have otherwise been a great window.

We love our windows.  We have had no problems.  We like Window World of DC Inc.

We ordered the replacement window in February 2013.  When we ordered it, they told us we had an outstanding bill of $400, which did not make sense since we had paid for our windows in full back in 2010.  We talked to WW and thought the issue was resolved
The first time the installers came with the replacement they tried to leave a bill with us for the $400.  When I tried to speak with the manager with whom the installer was talking to on the phone, she hung up on me.
The dispute continued until November of 2013. During this time we talked the the Window World Corporate Vice President of Customer Relations about the way we had been treated and the repeated disrespect we'd endured during the process.  After that conversation the local franchise Window World of DC told us that we were free and clear.  
Meanwhile...installers came to the house five (yes five) times with the replacement pane.  Each time it was the wrong size or did not have the window grids. 
The final installer (Feb 2014 - yes it took a year) had to resort to taking our window apart and putting the new pane in the frame and then putting it back together in order to make it fit - hence the grade on quality.
Flash forward to today (Feb 2015) when I called to replace 8 double hung window frames (top and bottom--these are different from the 10 we ordered in 2010) due to condensation in between the double panes they brought up the old $400 dollar bill again.  Once again we had a mini dispute on the phone until they looked at their phone records and did see they absolved us of the bill in November 2013.
We'll update this based on our experience with the replacement of the eight windows.

We placed and order for 19 windows, a front door with a large transom window, and a basement door on September 30, 2014.  We were given an estimate delivery date of 6-8 weeks for the windows and approximately four additional weeks for the
doors.  An installer was sent to measure the windows and door openings about one week after ordering. The windows were
installed on Saturday, November 29th.  One window was cracked during its installation and a replacement was ordered (in
addition to the door issues noted below I also had to follow up a few times to have our replacement window installed.  That
window was installed on January 13th).
During the window installation, the installer realized he had not measured the basement door, despite that door clearly being included in the contract.  He measured the opening and ordered the door (nine weeks after the original order was placed).  We were told that both doors would have to be installed at the same time.  Even though our front door would be delivered weeks in advanced they would not install it until the second door arrived.  On December 17th I received a call stating that the door and replacement window were ready for install.  I asked if that meant both doors where ready. The gentleman who called was not aware of the second door and had to check and call me back.  I received a return call approximately 20 minutes later and was told that the basement door had not been delivered but had an expected delivery date of December 22nd but no later than January 2nd. I was told I would receive a call by January 3rd at the latest to schedule the installation.  I was not contacted by Window World so I called to follow up.  I received a call back two days later on January 5th.  I was told that the window was not delivered because the factory shut down for the holidays.   I asked why I was not told that there would be a change in the delivery date but did not receive a satisfactory answer.  I requested that my front door be installed while we waited for the basement door.  Again I was told that both doors had to be installed at the same time because that was what was best for the
installers.  I was told that the basement door was ?on a truck? and would be delivered Friday, January 16th and that I would receive a phone call on Saturday the 17th to schedule installation.  I asked if I could go ahead and schedule the installation but was told no because they did ?not want [me] to be disappointed if something went wrong.? I told them I was already disappointed but agreed to wait. I waited for a call until 4pm on January 17th at which point I called to follow up.  I spoke to
Kristy who told me my door had not been delivered that Friday.  She checked her records twice to be sure.  I asked for the name of a manager which she provided.  I called Dwain on Monday, January 19th and was told that not only was my basement door not on a truck but that it would be another three weeks until it was delivered.  I was offered a $250 credit and the promise
that my front door would be installed on January 21st with the installer arriving at my home between 8-10 am. 
At 10:10am today (January 21st) I called Window World to request an ETA for the installer?s arrival and spoke to Brian.  I was told that the installer would not be coming due to the weather.  I was asked why I was not informed about this prior to the appointment window as the prediction for a small about of snow had been in the forecast for many days.  Brian apologized for the lack of communication but could not give an explanation for why I was not contacted earlier. 
 
The front door is a significantly bigger job than the basement door and will require my husband to take off work and me to arrange to have our two young children out of the house.  These arrangements were made for today and will have to be repeated tomorrow costing my husband two days of Paid Time Off.  $250 hardly makes up for the inconvenience
and headache this has caused.   Window World has been notified that if our door is not installed by tomorrow, January 22nd, we will cancel our contract. 

I had very pleasant experience dealing with the estimator (Anthony) and the installation crew. Anthony was very honest in recommending what I needed for the house, he described to me the benefits of the warranty, etc. The installation crew completed the entire job in one day. I live in an old rowhouse and one of the windows required special attention. All the work was done very well. Now it has been around 4 months since the new windows were installed. So they were tested in hot and cold weather. I am quite pleased that I chose Window World.