Window World of Columbia

"(removed member's name) had two separate contracts with us. First Project in 08. Second Project in 14. We have record of two Warranties in the 08 File. The factory made an error on the original contract. We reordered and installed the sashes on this original install. The next warranty was March of this year. In reviewing our Paperwork I am at a loss over this complaint?! On 3/20/15 we took the information down, ordered the replacements on 3/23/15, the Sashes arrived in our Warehouse on the week of 4/6/15 and we show a completion on 5/1/15. With our current Backlog in work our standard lead times are 8 - 10 weeks. We apologize for any inconvenience. And will continue to uphold our pledge to our customers and all original homeowner warranties per Window World contract. Kim B. Sutton President"

"In reviewing our records I see that I returned a call to [Member's name removed] on 2/9/15. The sashes were ordered on 2/9/15. The sashes arrived in our warehouse the week of 2/20/15. On March 3rd [Member's name removed] complained to the BBB. I researched on behalf of Window World and we Installed the sashes as quickly as we could respond to satisfy her. Was I unprofessional? I am not sure I agree. In an effort to satisfy a well established customer base we not only have established Programs in responding, we also - once again have 8 - 10 week lead times. Our attempt is to always treat each customer with respect and courtesy. Our current lead times are now running 8 - 10 weeks. We are diligently explaining this to our Customer Base and will always persevere through our Pledge to them when they purchase. I apologize to [Member's name removed]. And based on our notes, believe her to be satisfied with the warranty on her windows. Once again, we WILL stand behind our products. We have for 16 years, and counting. Sincerely, Kim B. Sutton President"

"In reviewing [members name] file I see we have completed two warranty calls since 2003. One in 07 and the most recent in 12. My initial response is surprise......there are no notes in the file referring to any complaint that was lodged against the installers about trim or damaged paint during the original installation. We have a very exclusive Warranty, and have developed a cracker jack warranty department. If there are any other warranty issues we will gladly respond and repair any part of the window that may fail under normal use. The process includes the necessary information off of the window in question. We then order the material or part from the factory. There have been cases where the lead times out of the Plant vary depending upon the material needed. Once the material has been received in the warehouse it is recorded and the Warranty Visit is scheduled. Our response time from receipt of product is 1-2 weeks. Once again, based on mutual agreement in the scheduling process. We are always open to an opportunity to improve our ability to respond and help our customers. Kim B. Sutton President Window World of the Midlands, Inc Columbia SC"

"We Thank [member name removed] for her Ratings. She is correct - our Sales Person Miss Measured on the Original Order. Unfortunately our Manufacturing process varies based on Product. The Doors have an extended lead time. Our turn around was a bit slow based on product. I wish to extend my apology for the slow turn around, we certainly did not purposely drag out this process. Overall.....we are happy that we Out Performed our Competition in Product Quality and Overall Installation!!!!"

"Member purchased 14 windows wrapped on 4/13/2012. We received the windows in and scheduled for installation on 5/10/2012. The home we performed the upgrade on was not the Member primary residence. In the original order we had a factory failure. One of the windows had a main frame that was visibly out of square. We installed all 14 windows and reordered the frame immediately. The reordered mainframe was in our warehouse by 5/28/2012. In the meantime we made two collection calls via voice mail during this time frame. Our procedure for paying our installers is based on a completion check. 90%+ of our customer base will pay for work completed, deducting any errors or unfinished work. On 5/29/2012 we started calling to schedule the final installation. At this point Member's schedule and our attempts to complete were conflicting. We understand and work closely with every client, being as flexible as possible however, my office is also expected to get jobs complete and collect. I personally make a public apology to Member. However completion,collections and customer service often become difficult depending on extraneous circumstances. My contracted installers inconsistency in this case is inexcusable. However, extraneous circumstances always not only test my staff but also our customers in handling issues as expedient and delicately as possible. The job was completed by Window World of the Midlands, Inc. as contracted and Member paid completion on June 5, 2012. We thank the Member family for their contract and ALWAYS honor our contracts Warranty and Customer Service. Kim Sutton President Window World of Midlands, Inc."

"Hi, My name is Kim Sutton, President of this locally owned and operated Franchise! We have a nationwide policy that explicitly states a 5 window minimum. There is One primary reason for that: Economics. We are a high volume, low profit organization. Every penny is watched. We explained our Company Policy to this member from the beginning, as it worked out we arranged it so that I could come write the contract and take the measurement. His mother has been such a loyal customer. She was one of our first customers when we opened up in 2000. Through out this time (approx. 10 years) she has sent us many customers. All of them satisfied! Unfortunately I did miss measure the original order. We reordered the window immediately. However, due to our installation scheduling we choose to wait till one of our crews was in his area to combine the installation(s). Once again for economic reasons. The reordered window was installed. In the meantime one of the sashes developed a crack in it. We honor our Warranties! I took the information via phone call for the Warranty sash. We realized we were given the wrong sash information after our Installer made a trip to the house for the Warranty call. May I point out that this is ALL costing Window World more money than the window contract. However, we reordered the sash required for the window. In the mean time we were constantly harrassed by the client. Our factories run two to three weeks for manufacturing. Yes, the original order was my mistake. However the warranty information was not. We responded as quickly as we could under the circumstances. We will still honor any warranty issues this family may encounter irregardless! We stand behind all our contracts and appreciate every customer, large or small, treating each one equally."

"After reviewing tirade #1. Here is a project that we disregarded our 5 window minimum rule. #2. The job came in short shipped , the 1/2 moon came in with wrong grid pattern #3. We do not paint. Thus the remark about an unfinished project. We did not and do not contract painting. #4. If it could go wrong it went wrong. Out of every contract we only have a 2% "Unhappy/Unsatisfied" customer response. We have worked very hard to avoid problems and keep our customer satisfied. #5. No excuses on the "gremlins" that we encountered with his windows. Accidents/Mistakes happen. #6. Mr. Cobb was reimbursed for the Tax credit, His windows were installed and we will happily honor our warranty on any future issues. Thank You for your valuable order and your input. Kim Sutton President"