Window World of Pensacola

We had a horrible experience with Window World from the start. They cancelled multiple installation appointments. When they did finally show up they were 2 hours late. The workmanship was very poor. One window was installed crooked and would not lock on one side. They gave us a screen for one of the new windows that had 2 holes in it. When we called to ask for the problems to be repaired we got the run around by the office. They were also very rude and disrespectful. We asked on multiple occasions for a supervisor call us to no avail. We are now going to have to hire another company to come out and fix the problems. Do NOT use this company! You will be sorry!

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This is the 2nd time we have used Window World.  Last year, they replaced all the windows in our home.  Both times, we have been very pleased with all aspects of their work.  They were very helpful to us in figuring out the design of the new door unit.
The unit was delivered on time, but was damaged in shipping.  They reordered the unit before we even saw it.  The reordered unit was delivered on time and installed within the timeframe we set.
The installers were very knowledgeable and professional.  They knew what they had to do and how to do it.
Should we ever have need for additional windows and doors, we will call them.

I have been putting off replacing my 53 year old wooden windows for over 3 years as I did not want to deal with the mandatory hurricane screens/shutters.  I have 26 huge windows in my house, so the cost of replacement windows plus the shutters was not something that I took lightly.  The salesman Mark had been to my house twice to talk to me.  He was very nice and patient. He gave me quotes for basic windows and screens/shutters and a quote for  impact windows.  
I decided to go ahead and purchase the Hurricane Impact windows for a little more so I would not be required to have screens/shutters.  The thought of someone drilling holes in my gorgeous brick around my windows and having all these bolts sticking out all over the place did not appeal to me at all!  Besides, where does someone store all those shutters/screens?
The installer, Brian, was fantastic!  He and a helper had all my windows replaced in a day and a half.  I went ahead and also purchased the vinyl/metal wrap for the windows so that now they are basically maintenance free on the outside.  It took an additional 1 1/2 days for the wrapping and sealing of the windows.  I would highly recommend doing this also.  
The inspector came 3 days after completion and told me that it was the "best" installation and caulking job he had seen in his life of inspecting!  I love my new windows!

It started out with the sales person doing an onsite measure and quote.  The price was lower than the other company that had quoted and the big factor was that the sales person said the door would be installed within 5 weeks, which was important to me.  After not hearing from Window World for 6 weeks, I called and inquired.  They said they would check and then said the door was still not in the warehouse.  I ordered mid November and the install did not go until 1/8/15, almost 8 weeks as opposed to the 5 that was indicated as the sales person tried to make the sale.

On installation day, the installers arrived as scheduled and were professional.  Part way through they informed me that the measure was off about 2" so they would need to use shims and furring strips.  They placed the door and there was a good 1.5" to 2" gap around the top and one side of the door.  I asked if they were going to fill the space with foam insulation and they said they do not.  They were going to just put in the cheap vinyl trim pieces over the gaps.  I paid extra for the "Low E" door for energy savings and Window World finds it acceptable to just use cheap trim to fill gaps.  I ran to the hardware store to get the foam insulation which the guys said they would spray, which the did, but not well.  Two weeks after install, part of the cheap vinyl trim is pealing away and a cold draft can be felt around where the door is not snug. 

I never received a call from any Window World employee or sales representative to follow up on how the job went, only the office lady looking for the rest of the payment.  I then asked to speak to the manager and he did call back. He offered a generic apology but didn't seem overly concerned at all.

Bottom line is I would look elsewhere for windows and doors.  The finished product does look nice, but between the lack of communication, the extended install time, the installation with gaps, and the lack of customer follow-up will keep me from coming back.

Brian and Rudy arrived in the time frame that they had quoted.  They arrived about 930 AM and by 530 PM they had removed and replaced 16 of the 19 windows.  They worked very quickly and efficiently and didn't even take a break.  They cleaned up behind themselves as they went along.  The second day they finished the last 3 windows and replaced the front door.  They started on the hurricane panels and finished them on the third day.  I noticed that one of the windows did not have the argon gas and low-e coating so they wrote down the serial number and said they would order the correct one from the manufacturer.  Also Brian noticed one of the screens had a small tear in it so he ordered one to replace it.  The caulking on both the inside and outside was very smooth and neat. Brian said the windows and the screen would have to come from the manufacturer so it would be about 4 or 5 weeks.  I called about 5 weeks later and they had received them so we setup a day and time to come and install them.
  When we made the contract,  I had specified that I wanted recessed anchors around all my doors for the hurricane panels so that there would not be any studs sticking out close to the door.  The salesman, Mark Biles said he had some plastic screws that they would install so I could paint them to match the house.  Well the installers did not have the plastic screws and didn't know anything about them.  I contacted Mark about it and he said they were backordered and he would bring them when they came in.  It has been over 2 months now and I still have not received the screws.  It is not a really big deal but it is something I wanted to mention.
Overall I am very pleased with the quality of the products and workmanship.

We got three quotes.  Window World was the least expensive.  The windows on which the quotes were based all had essentially the same wind and energy rating.  Thus, we could choose the least expensive company that had a good reputation for high quality installation.
Even though Window World of Northwest Florida had a change of ownership in the middle of making our selection, the staff remained professional and responsive to my requests for information.
Once the order was placed, the windows were delivered within the stated time estimate.  Installation started 10 days after the windows were delivered.  The windows delivered were the windows ordered.
The installers, Brian and Rudy, were very experienced, professional and trustworthy.  They were always happy to answer my many questions about the whys and hows of the installation.  They always closed one opening before they started the next one.  They always completed the installation of a window before they left for the day.  They always cleaned up after themselves as they worked.  I have looked and have not found any debris from their work.

Found this vendor on Angie's List and went to their website.  I sent them an email through their website and never received a response.  We own a rental home in Pensacola and we were going to be there from 8/3 through 8/10 and wanted to set up an appointment to get an estimate to replace the sliding glass doors.  When I never received a response from the email I sent through their website, I called and received their voicemail.  I left a detailed message regarding what we needed and also two different cell phone numbers so they could reach us during our trip there.  Never received an email or a phone call.  Don't want to do business with a company that can't even return a phone call.  It makes you wonder how they would be to deal with if you hired them.

Overall very well. Good price, good product, good service from start to finish. The sales rep knew his stuff and was not pushy, the office staff returned calls, and the installers were prompt and fast. The office was also able to accommodate us by rescheduling the install date due to a sickness in the family. The only issue that I had was that the clean up after they were through could have been better, there was some mortar from the old windows that should have been cleaned up but it was not that bad.
Overall I would recommend them.

Window World Inc of Northwest Florida’s sales manager was great. He answered every question I had. He was pleasant and knowledgeable and then ended up that we actually recognized the windows for once that we had have installed up north many years ago and we love them. The quality of the windows is very good.

I have used them over the past 4-5 years. They are excellent and show up right on time.

They did a wonderful job from the salesman/rep explaining our options to the workers themselves.  The workers showed up on time and the work was completed quickly (after the initial wait for the windows to be made).  They were way less expensive than their competitors-- $5441 for 13 windows, including the permit, screens, exterior vinyl trim (such an improvement from our rotting wood!) and pre-cut plywood.  The only thing we wish is that we hadn't gone with the pre-cut/drilled plywood for storm shutters simply because we have bolts coming out of the trim which looks a little funny.  This isn't the company's fault-- we went with the cheaper end-- but I just wanted to mention it because folks might want to upgrade. Great service and it's nice to finally be able to open our windows without using all of our strength! Easy to clean, too. A++

This is my best professional home improvement project after moving into my new "older" home. Mark Biles was very patient in answering our questions and going over the estimate in a few different occasions when we weren't sure of the work to be performed. He addressed our concerns with knowledge and patienc. A true classy guy. Cindy in the office is the best. She helped with financing questions, cash transactions, payment policy and just overall cheerfully answered all questions and concerned not covered by our salesman. Every opportunity to interact with the office was a pleasant one that left me smiling all day. Now to the install team, Brian and Rudy. Now these guys are phenomenal. They were on time, professional, neat, well groomed, fast, and did i mention neat? They did an absolutely awesome job removing the old windows, cleaning up EVERYTHING, going the extra mile of scraping off old wallpaper in the way of a proper install. Nothing about these installers was half hearted. They are personable, comfortable to be around, funny when interacting with me, all the time retaining the best installation practices I've ever seen. These guys are top notch and were the icing on the cake of my dealings with window world. I cannot recommend a company more than this one. Everything was a breeze and an overall easy, pleasant experience. I am grateful to our friend Jennifer for telling me about this company. She was right when she said we would get the best prices and A1 service all around. Thanks to all at window world for a fantastic experience. I will recommend you to all my friends and family.

The installation went very well, they installers cleaned up as they went, were respectful of my home and property, answered any questions I had and explained the proper way to use and clean the new windows

The window installers were very professional and had a great system of how they worked together. They answered all my questions and let me see the opening after they took out the first window to explain how they would put in the new window. We had gotten other est. on just windows which cost much more then what we paid for all new windows and a large sliding glass door. The windows were the same quality and had a better warrantee. I would recommend Window world to anyone who asks me. I actually found them via a lady telling me in a home improvement store about her new wonderful windows, even telling me I could follow her home to look at them.

Great price, good work, horrible customer
service in the office!
Mark came out around Aug 18th for the
estimate, he was very nice, professional, punctual and knew what he was talking
about. His estimate was done while he was there and the cost was extremely less
than the other estimates, I think because they make their own windows (other
estimates are for windows separate and then a contractor to install).
The trouble didn't start until a week later when
we decided to place the order and had to deal with the office. My husband
called Mark on Thursday and left a message that we wanted to go forward, he
received no call back and called again friday, left another message on monday
and then spoke to Mark on tuesday. As it turned out, Mark was sick and had
asked the ladies in the office to call us to place the order and they never
did. Wednesday I called the office myself and spoke to Cindy who took down my
info and said she would find out what was going on and call me back by lunch
(we were rolling part of the purchase into our mortgage and needed to hammer
out the details). At 1pm I never heard back from Cindy so I called again and
was told I was good to go for the order, I gave my credit card information that
day. She also informed me at this point that orders went in on Tuesday so they
can?t be ordered now until the following week. I told her that if she would
have called us back the previous week when Mark asked them to, we would?ve had
the order in by now and could she rush it since the bank needed it done asap
and we were now a week behind, the answer was no. On thursday morning I called
Cindy back requesting a receipt for the bank since we needed it to close on the
house, I was told I would have it that day. By Friday I had not received it and
called back, Cindy then told me she wasn't the one who did receipts, the owner
did and I would have it right away, I waited over an hour and still nothing.
When I called back and asked to speak to the owner, Carol came on the phone and
said that Cindy wasn't the one who wrote receipts so I needed to wait for her
and "I am sorry I couldn't stop what I was doing yesterday to get you your
receipt". I couldn't believe the owner would say something so snarky to a
customer and I told her my issue with being told I would have something by a
certain time (3 times now) and then not have it. She said that Cindy isn't the
one that handles it to which I replied then Cindy should be giving expectations if she
doesn't know it can be delivered on. Is it too much to ask for realistic expectations
from a company's customer service rep???
I told Carol that I just wanted realistic
expectations and $8000 may not be a lot of money to them but it was to me and I
expected good service and communication when spending that much money with a
company. Carol then asked me if I wanted to cancel the order then since
the windows haven?t been ordered yet!? I guess this was my confirmation that my
business was not needed there. However since the mortgage papers had already
been drawn up, to cancel at this point would delay our house closing so I
stayed with the order. So much for customer service.
The following Tuesday we got a call from
Mark that they just tried to place the order and found out that the door we
ordered is no longer being made how we wanted it (the door in the middle), they
all of a sudden only make doors that open on both outer sides. First of all,
you can?t tell me that the company stops manufacturing a major item you are
selling (over $2k for this alone) and doesn?t communicate with the Sales
offices?? Again, we are stuck either having to take what they have or delay the
order another week if we take longer than a few hours to decide what to do!
At this point we just placed the order,
feeling like our options are now extremely limited if we want this wrapped into
our mortgage. We were told the windows would take about 4-6 weeks to come in
and we would be called when they are shipped to make the appointment a week in
advance. Guess what? No call again! My husband called them to find out the
status because the bank was asking him so they can close out the paperwork (they
can?t do until the job is done). That?s when he found out that the windows were
in and we needed to schedule an apt, that was last week. My husband talked to
Cindy again and asked her how long the installation would take, he was told
they would need a full day and would probably be there until 6-7pm so we
scheduled the installation for today 10/9 so I can be home all day.
The workers got here at 9:30, my husband said Cindy told him they would be here around 9 so considering it?s Cindy
talking, I?ll take that as on time. However when they arrived is when I found out that this job cannot be done in one day, the door itself takes 5-7 hours to install and they need to come back tomorrow. Another issue since I have an apt tomorrow
morning and when I told them they would have to come after 10:30-11, I was told that would not give them enough time to install. I do not blame the installers at all, they are very nice, professional, explained the time needed to me and were apologetic that we were told otherwise.
Then I get a call from Cindy. Now Cindy tells me that the job takes 2 days and they have to reschedule and have no
other appointments until the following Wednesday! When I told her what I think of her communication skills she all of a sudden doesn?t remember any issues when we first placed our order and just can't imagine how I feel that she gave me bad service (woe is me attutude) and continued to interrupt me saying it doesn?t matter now, we just need to reschedule. She also called my husband a liar, saying that she never told him it could be done in one day! Not to mention I was standing next to him while he was talking to her. This woman has seriously lost her mind!
Since I will not be here next week and my husband cannot take off in the middle of the day, I had to move my appointment,
once again, the customer is stuck having to be the flexible one because of bad
communication.
If this girl is allowed to continue in her position, she can single-handedly ruin this business which is unfortunate
because the men that complete the estimates and work are examples of what good customer
service looks like and I would hate for them to lose money and work because of the office personnel.
If it wasn't for the cost and the work by the installers, the rating would have been worse, their professionalism and good service raised this from a D+ to a C.

When I do need a window or service I will call back for more information.  We didn't get to talk price this time because the window I needed was not in stock and would take too long to get in for a job in progress.  That being said, Mike was very professional and concise during our talk and called me back within 20 minutes when he had to search the warehouse to see if they might have the windows in stock.  It's very unusual to get a call back on a Monday that quickly. 

They knew I was a perfectionst and I asked them to recheck the plumb line on one of the windows.  They worked on it quite a bit and got it right.  I can't say if they would have left is like it was since i didn't give them the chance.
I was happy witht he work.

THE 2 MAN CREW ARRIVED 45 MINUTES EARLY, WHICH WAS GREAT WITH ME.   AFTER INTRODUCTIONS AND INSPECTING THE JOB, THEY PROCEEDED NONE STOP.   THEY PUT DOWN A CLEAN TARP AT EACH WINDOW BEING WORKED AND CLEANED UP BEFORE GOING TO THE NEXT.  I PREPPED (MOVED FURNITURE/ REMOVED WINDOW TREATMENTS) PRIOR TO THEIR ARRIVAL, WHICH SPED THINGS ALONG.   OVERALL THIS WAS A PAINLESS EXPERIENCE AND I WOULD RECOMMEND THIS COMPANY TO ANYONE.  OUT OF THREE ESTIMATES, THESE FOLKS WERE $1500 TO $2300 LOWER THAN THE REST WITH THE SAME QUALITY PRODUCT.   THEY DO HAVE A  LIFETIME WARRANTY, WHICH IS TRANSFERABLE FOR A SMALL FEE.  DO YOUR HOMEWORK, THEN CHECK THESE FOLKS OUT.

see above

They had a good sales presentation. They said they were able to install the windows and did a good job. I will use them again in the future.

  We had to wait for the windows and doors to be ordered. This only took a couple of weeks.After everything arrived it only took 2 w

eeks to complete everything.

The Window World crew did an excellent job of installation and were very cooperative. It took my wife and I two days to clean the windows inside and out. On the negative side, after cleaning the windows we rejected 6 of them and requested replacement. On the plus side Alicia @ Window World ordered the six replacement windows without any hassle. The replacements are to be installed on Aug 23rd. I think the manufactures should tighten up their quality control. 3 of the six failures were glaze failure. That equals 1/3 of the windows. The windows look great..........Tom Thomas, 17Aug10

We called Window World on 5/20/2008. Mark came out and estimated the cost to remove and replace all the windows in our home. We had considered going low E on all the windows, but he saved us quite a bit of money telling us it would be a waste of money on the windows that were not getting direct sunlight during the heat of the day. We considered getting impact resistant glass, but knowing my husband, he would still want to cover the windows for a hurricane, because the glass is merely supposed to not shatter when hit. If we purchased the hurricane fabric to go in the windows, it would perforn the same duty. The window may crack if hit with a tree, but it won't break into the house. In either case, the window would have to be replaced. So, for less than the cost of impact resistant glasse we purchased windows and hurricane screens. Jerry and his helper came out as scheduled. They did a great job of tearing out the old windows and installing the new ones. They were very hard-working and conscientious. They cleaned up as they went along and made sure any broken glass from the old windows was cleaned up.