Window World of Middle TN

This company is a joke, cannot do installs on weekends because management refuses to work on weekend according to owner so be prepared to take PTO to be there during install. They also do not communicate very well as I received a text asking about install date when I requested weekend it took another 4 weeks to hear back from them.....Ridiculous. Owner seems to have an attitude and needs some customer service skills IMO

It’s taken 8 months so far and we aren’t even finished. While working with our sales person through the initial sale was very pleasant (and once or twice when he was the only person in the company we could reach), the rest of the process was not pleasant. Overall, the entire team we dealt with was nice but ultimately incompetent and rushed. As only a couple examples; all of our screens were installed backwards and 14 out of 29 screens were installed ripped. The lead person on the installation team didn’t know what tempered glass was, installed the only tempered glass window into our foyer, and then left it there when we confronted him about it. Dealing with Jamie, the scheduling coordinator, was just miserable. She never answered her phone, she never responded to her messages, and any time we were able to speak to her she was rushed and always appeared as though the sky was falling. She tried to reschedule us 4 times, once calling on a random Thursday afternoon asking if they could arrive between 8 and 9 the next day. Then because we couldn’t accommodate HER needs, she told me they’d have to give us another team and not the one you our sales person had originally requested that we have. She mis-scheduled two additional appointments, leaving us to call the office AGAIN and AGAIN, trying to reach a human; letting them know that we were looking at Window World people on our front door cameras, but we weren’t home because we didn’t have an appointment scheduled for that day/time. It’s just been lie after lie about when their “team members” are supposed to show up at our house, and numerous days off work. The windows are just ok - we can only assume that they weren’t installed well either. We still have some drafts in several windows and bugs crawling in one. It’s such a big deal / inconvenience to deal with Window World scheduling (plus my wife’s health issues and our pets), that we will leave it alone and deal with it. But we cannot adequately express our disappointment in this entire ordeal. Plus the fact that we will continue to pay thousands and thousands of dollars for months; it’s nauseating. And never ONCE have we heard any inkling of an apology for the numerous screw ups. On top of everything else, the workers ran their hands up and down the walls in our stairway (this is a brand new house), and now we have such horrible black stains that in order to match the flow of the paint/walls, the entire stairway and foyer have to be repainted. We feel duped by the fantastic sales pitch. And while Window World has good prices comparatively, that’s where the fun stops. Once again this evening our “installation team” didn’t show up between 3 and 4, as promised by Jamie. We reached out to the sales person we initially worked with and HE is coming out tomorrow evening to install our 14 screens (that hopefully aren’t ripped). While we’re glad it MIGHT finally get finished.... when the sales person is the only person answering the phone, making things right, and doing someone else’s job..... what a ridiculous company. Just awful.

1. Back in June this year I requested an estimate on replacing 3 large picture windows on the side of my home. An appointment was made for a WW representative to measure and provide the estimate. Measurements were made, and I agreed to the estimate writing a check for $1,252.00 as initial payment. 2. After waiting nearly 2 months, I was informed our new windows had arrived, and the installation was subsequently scheduled for 8/16. However, when the installer arrived that date, it seems the windows had been incorrectly measured and would not fit. This is unacceptable. 3. The windows were re-measured and the order was submitted a second time. 4. We waited again from 8/16 until October for the second set of windows to arrive. The 2nd installation was scheduled well in advance, and I was told the installers would arrive between 8 – 9am, Mon, Oct 2. However, Darin, a contracted installer, called that morning circa 8:30 to inform me he had been handed the job by “Eddie” and that he had more than one stop before he could get to me offering no definitive ETA. This is unacceptable. 5. The installers finally arrived (quite late, of course) and proceeded with their work. We began inspecting their apparently completed work inside as they proceeded to finish-up outside. I was surprised and dismayed to discover that the placement of the windows had precluded our ability to reinstall our Hunter Douglas shades / blinds. I was never informed that we would not be able to re-use those blinds. This is unacceptable. 6. Further, due to the lateness of the day, due in part to the crew’s late arrival, I was unable to remain at home with the installers as they finished their work. My wife, had to amend her schedule to be present while they finished and to pay the remaining balance due of $1,252. She noticed that the windows were smeared and smudged – particularly on the outside significantly above ground level where we cannot reach – and she asked if they could please clean the windows since old people like us cannot access them safely. She was told that their job is to install, and that they do not clean windows. This is unacceptable. 7. Further, she asked if she could pay them extra to clean the windows, and Darin indicated he would return on Sunday. In my opinion, this is absolutely unacceptable. We certainly did NOT pay to have filthy new windows installed. 8. We were left with two dilemmas to resolve: One was getting our windows properly cleaned, the other relates to the installation of the blinds without which draperies cannot be rehung and the furniture in the largest room in our home cannot be put back in its proper place. My email complaint to Mr. Price of Mid TN Window World resulted in a voice mail from another gentleman indicating that someone would be sent to clean the windows. Who do you think was sent? Yes, the same disgruntled contracted installer who restated upon his return that he does installations and not window cleaning. Upon being told that a second time inside our home as all were looking out through dirty windows, I asked him to please leave. He balked, and I actually had to ask him several times to please leave immediately. I was on the verge of calling the police to have him removed when he finally left. This was one of the most harrowing and unpleasant experiences I have ever personally encountered with a service provider in my 70 years. Were my expectations of sparkling clear and clean new windows and the ability to reinstall existing window treatments unreasonable? I think not. The problems my wife and I experienced are the direct result of two things: 1) poor management by the local WW branch, and 2) an attitude of indifference to the paying customer.

1. Back in June this year I requested an estimate on replacing 3 large picture windows on the side of my home. An appointment was made for a WW representative to measure and provide the estimate. Measurements were made, and I agreed to the estimate writing a check for $1,252.00 as initial payment. 2. After waiting nearly 2 months, I was informed our new windows had arrived, and the installation was subsequently scheduled for 8/16. However, when the installer arrived that date, it seems the windows had been incorrectly measured and would not fit. This is unacceptable. 3. The windows were remeasured and the order was submitted a second time. 4. We waited again from 8/16 until October for the second set of windows to arrive. The 2nd installation was scheduled well in advance, and I was told the installers would arrive between 8 – 9am, Mon, Oct 2. However, the contracted installer, called that morning circa 8:30 to inform me he had been handed the job by one “Eddie” and that he had more than one stop before he could get to me offering no definitive ETA. This is unacceptable. 5. The installers finally arrived (quite late, of course) and proceeded with their work. We began inspecting their apparently completed work inside as they proceeded to finish-up outside. I was surprised and dismayed to discover that the placement of the windows had precluded our ability to reinstall our Hunter Douglas shades / blinds. I was never informed that we would not be able to re-use those blinds. This is unacceptable. 6. Further, due to the lateness of the day, due in part to the crew’s late arrival, I was unable to remain at home with the installers as they finished their work. My wife had to amend her schedule to be present while they finished and to pay the remaining balance due of $1,252. She noticed that the windows were smeared and smudged – particularly on the outside significantly above ground level where we cannot reach – and she asked if they could please clean the windows since old people like us cannot access them safely. She was told that their job is to install, and that they do not clean windows. This is unacceptable. 7. Further, my wife asked if she could pay them extra to clean the windows, and the installer indicated he would then return on Sunday. In my opinion, this is absolutely unacceptable. We certainly did NOT pay to have filthy new windows installed. 8. We were left with two dilemmas to resolve: One was getting our windows properly cleaned, the other relates to the installation of the blinds without which draperies cannot be rehung and the furniture in the largest room in our home cannot be put back in its proper place. My email complaint to Mr. Price of Mid TN Window World resulted in a voice mail from another gentleman indicating that someone would be sent to clean the windows. Who do you think was sent? Yes, the same disgruntled contracted installer who restated upon his return that he does installations and not window cleaning. Upon being told that a second time inside our home as all were looking out through dirty windows, I asked him to please leave. He balked, and I actually had to ask him several times to please leave immediately. I was on the verge of calling the police to have him removed when he finally left. This was one of the most harrowing and unpleasant experiences I have ever personally encountered with a service provider in my 70 years.

Took them two days and they appeared to do a good job. Time will tell

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The independent contracting crew dispatched by Window world was quick, effective, and ridiculously efficient. Within 1 hour, all windows were out, and several were hung. Another 1.5 hours passed, and all windows were hung, trimmed, and caulked. The crew leader (Scott) kept his people on task and performed the job right the first time. They cleaned up after themselves, took all old windows and their own refuse, leaving no trace of having been here except for a fantastic job. I can and will heartily recommend Window World to my friends and neighbors.

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Scott,Bill and Bruce did an amazing job! We could not believe that they replaced, cleaned up, and took away all the mess in one day. Would definitely recommend this company.

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Both the sales rep and the installers were punctual, professional, and thorough in their work.  We were guided through the electric company reimbursement process as well.

Very efficient installer.  Everything was done perfectly.  Our heating/cooling bills have dropped as the house has been protected by these windows.  The job was done by one person who was as much a perfectionist as I am. 

The guys were great.

We bought a high coefficient window (top of the line) to help insulate window that gets lot of afternoon sun. The installation was great - very professional. The window performance does not live up to its hype. We are very disappointed with the quality as it was advertised and sold. You can definitely feel the heat of the sun coming through the window. We were told and shown that the heat would be blocked with this window. We will not use this company again.

The windows have significantly reduced our heating and a/c bills.  Their windows were substantially less expensive than other bids we received and we can discern no difference in quality between these windows and other windows installed by another company.
We would use them again and probably will on the last window that needs to be replaced.

The person in charge of the installation was "Bobbie" and he was really on top of things and insured that the work was done correctly and to our satisfaction

My experience with them went fine. They had to come out three times. The first time they came out, they were short 5 windows. And then they came out and they were short the window over my foyer, over my front door, so they had to order it and come out again to put that one in. Even though it cost a lot, their price is competitive. Even though they were short those windows, they still did what they said they were going to do. I had to wait on the windows, but they got them in. I just had to wait on them. It was a little bit of a hassle, but considering what I was paying for versus the other companies, it was worth it. I wasn't in that big of a hurry. I wound up getting a rebate from my utility company of about $550 for doing it.

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It has taken Window World over 5 months to complete our windows from start to finish.  In the end of May, they came out to give us an estimate.  26 windows and 1 door  for around $12,150.  It took us a week to decide to go with window world. Once we decided it was a go, they set a date to come out and measure. The initial measurement appointment was rescheduled because of traffic and claiming to misspell our street address in the GPS.  The salesman reissued a cost estimate that was about $500 dollars more than what was initially quoted.  When questioned about the price increase, the salesman gave a long rehearsed narrative about there windows are the best and the price increase was only precautionary to ensure they would all be properly installed and we would likely be getting some/most of that money back.  I reluctantly bought into this logic and the salesman mentioned we would need to have some additional measurements.  I emphasized the need for clear communications, safety, and scheduling so I could schedule time off and budget correctly.  The salesman assured me that this install will occur flawlessly within 4 to 6 weeks and gave an tentative install date for the week after July 4th.  So I authorized payment for half of the increased cost. I also mentioned the Angie?s List Discount and was told they would take it at the end. The salesman scheduled the re-measurement and we never heard from the guy again.  
Window World were no-shows for the scheduled re-measurement (no call) and the rescheduled re-measurement (w/call).  On the third try, the representatives showed up and measured 4 of the remaining 5 windows.  The last window was measured (incorrectly) the following day because the representatives did not come with a ladder tall enough to reach the last window.  From the time of my payment to final measurement it was between 2 to 3 weeks.
My wife and I anxiously counted down to the anticipated install date.  In preparation of our windows being installed we removed all window treatments because it is an additional fee per window for Window World to remove and reinstall (I think $50 for blinds and between $100-$150 for shutters).  I was overly patient and waited until about the 3rd week into July (7 weeks from initial payment) to call the salesman. Calls to both his cell and to the office were not returned until, I got lucky in the first week of August to speak with a lady that let me know my windows had arrived at the warehouse over a week prior.  I inquired about the delay and said that certain windows of mine were back ordered (It would have been nice to know that at some point within the about 2 months that we had been waiting or even that our windows had arrived).  We were given the next install date of August 14th (another week).
By the time the installers arrived, I had about enough of window world to the point I was overly critical of the installer (totally unwarranted).  After they got a two windows installed, I was very pleased with the results and talked with installers (obviously apologizing for my initial apprehensiveness).  One of the installers subtly assured me that they were use to it and it happens all the time.  They were a very nice group of guys. To give you an idea how bad my windows were,  several of the old windows shattered during the removal.  Two of the windows arrived damaged because of improper storage at the warehouse and the last window measured was about 3 inches too small.  Total install time for 23 windows and 1 door at a leisurely pace was 2 days.  An outdoor wall light was damaged during the install and the installers cleaned up most of their scrap materials and broken glass.  The installers put in the replacement order and said that it would be about 3 week for the windows to arrive.  
The second time around we were more prepared for the Window World antics with scheduling.  I called about the 3 week mark to check progress of the order and scheduled a install date for the following week.  The second install session took one day and almost went without a snag except the wrongly measured window arrived without sashing. (For me that isn?t a big deal, but we live in an HOA that requires them on all front facing windows).  The window had already been installed and we had to contact window world for replacement glass with sashing.  
When contacting Window World for new glass with sashing, I was informed that sashing on that FRONT FACING WINDOW attic window was not included in our original quote (the first window arrived with sashing) and I would have to pay an additional fee of about $40. The replacement parts took about two weeks to arrive.  Our initial install date was canceled because the parts did not arrive on the anticipated delivery.  My wife was present when the installer showed up. The installer was a younger guy that was a bit nervous having to install the parts in the attic.  My wife told the installer to only step on rafters and use the provided plywood to span rafters.  Long way about it, my wife described the situation as moving duct work and then a crack,  The guy stepped through our ceiling.  As of November 4, 2014,  they have still not repainted the ceiling and refuse to pay for match paint and we will see if they pay to paint the entire ceiling to match. We will be stuck with a spotty ceiling thanks to the inexperienced Installer (apparently a relative of the manager or something).
Prior to the second install date, Window World attempted to collect the remaining balance on my account.  Thankfully my credit card company has wonderful consumer service and did not delay in contesting/deferring the charge.  Once all windows were installed, I was contacted by Window World to collect final payment.  The new salesman reluctantly agreed to pay for the broken light fixture and when the Angie?s list coupon was mentioned it was initially declined because it was not in our file.  With the Angie?s deal and the broken light, our grand total came up to around $13,770.  There were no refunds for services not needed and when I asked, it felt like the were shocked I even questioned the over $1000 in tack on fees for our original estimate.  A total of 12 days of work were missed between my wife and I because of installation, missed appointments, and repairs. It is apparent that no one from Window World Nashville cares about customer service, scheduling, etc.  
Overall Summary:  The windows are a great product and we are glad the process is somewhat over? still waiting on my ceiling paint.  Their installers are the only thing that kept my business (minus the last installer that stepped through my ceiling).  Window World Nashville salesman and customer service are by far the worst I have ever experienced personally or professionally.  The only time someone, that wasn?t an installer, called us was to collect money.  There is no such thing as the $180 window from Window World because there are tack on fees for everything.  We got hustled with increased cost.  I would never recommend Window World Nashville or Madison solely on their customer service and their blatant disregard for the customer

It went very well.  They came in a timely manner to give estimate and were half the cost of leading competitors.   They were out within

 a couple of days after estimate to install. They did them all in a days time and cleaned up and hauled off old windows.  One was delivered broken and they brought a new one and put it in with in a timely manner as well.   The caulk on one window had weathered and let rain in after a couple of yrs and I called them to come fix it and they did at no charge.  I could tell a difference right away in the temp of the house.  I unit would actually stop running and keep temp where we set it.  It took a yr or so to notice a difference in my electric bill but I now notice a big difference.