Complaints

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They over charged me for over $200 and for the past 3 months have been avoiding emails, phone calls, everything. I have been dealing with **** ******* the manager, and when I do hear from him which is rare, there is always an excuse that they can't pay me back. Mainly the excuse is that he said 'Finance can't get it straight'. I called the person in charge of finance, she was out of office so I left a voice message and no call back. I have all the receipts, charges, everything, including emails and text messages where **** acknowledges the overcharge. When I call and ask to talk to the owner, my call is sent to **** ******.

  Business response

  04/10/2023

  I have reviewed the file and complaint.  Ultimately, the customer is correct and is due a refund.  She was overcharged by $200 at the end of her project.

   

  When we reviewed this matter, we had not been provided all of the information pertaining to this file.  Internally, there were communications and commitments made by one or more of our employees and the information was not provided to ownership until it was too late.  As the owner, I was not aware of the numerous emails and communications with my employees over a couple of months.  We have done a root cause analysis and have since modified our standard operating procedures to prevent this from happening in the future. 

   

  The customer has every right to be upset.  This sort of internal failure is not acceptable and cannot be repeated.  Our sincerest apologies for the troubles and inconvenience this has caused.  A check in the amount of $200 has been issued and mailed to the customer.  The check is attached for the record.

   

  Thanks

  --------------

  Thank You

   

  Sincerely,

   

   

   

  ***** ******

  Window World of Savannah

  ** ******** *****

  ******* ** *****

  ***** ********

  Customer response

  04/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response.   Complaint: ********
  I am rejecting this response because of many untruths in this response.  They DID NOT accept any reponsibility until this response to BBB, NEVER to me directly.  It is untrue that they reviewed the complaint and found it to be valid.  It is untrue that ***** ***** was not aware of the complaint.  The last communication to me after I provided information about the complaint through their company email, voice messages, etc., providing all the details repeatedly was an email of over 70 lines defending their position with the end of the email below.  I can provide the whole email to anyone interested
  -----
  Management and ownership consider this matter closed.
  Sincerely
  Window World of Savannah Team
  ***** ********
  ************************
  -----
  I responded stating my dissatisfaction with their response and that it's best that I share my experience with others to make sure nobody else goes through what I've experieced.  Their manager then emailed me with ***** *****r copied asking that I call to make an appointment, then go to their office to "MEDIATE" the issue.  I refused to put in more effort and be inconvenienced to go to their office for another discussion about their position.  I told them my frustration is NOT ABOUT THE $200 BUT ALSO ALL THE CUSTOMER SERVICE ISSUES from the very beginning after spending over $30,000 on windows.  I didn't hear anything further.
  That was the last communication with their manager, with ***** *****r copied.  Now they respond to this complaint stating all these lies and send me a check as if they truly saw the error, when they fought the complaint continuously until the end and only took action to resolve this when I stated I would share this information with others and the BBB, again not a threat but with the intent of making sure people are aware of how they operate.  Simply put, they unprofessionally defended their position of my being wrong until I told them I would share this information.  Not a good way to run a business.  After all, if they will fight a customer that spent $30,000 for what I believe to be their error of $200, what more if the error was a higher amount.  I refuse to be paid off with an empty apology and lies. 
  Also something very important to note, when they first did the estimate was $24,000. AND ASKED THAT I PUT DOWN THE DEPOSIT TO PUT THE ORDER IN, the amount kept increasing because of 'errors' they made with the estimate until they total ended up being over $30,000.  They even tried to slide in over $5000 charge for new doors I never ordered.

  Regards,

  ******* *******

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We owned a house is ***** ******** which we have since sold, but we are gifting the windows and sliding glass doors to the new owners as part of our closing contract. We signed a contract with Window World in August of 2021. We paid half of the contracted amount owed upfront to Window World in the amount of $3686.50. The total bill is $7370.00. These were special order hurricane wind resistant windows. We were told it could take up to 14 weeks. We are way beyond that date. We have reached out to them numerous times and they keep telling us they don’t know when they can deliver and install the windows and sliding glass door. They are very rude! We would like the windows and sliding glass door to be installed or refund our money,

  Business response

  03/09/2022

  Materials have been backordered from manufacturer due to supply chain issues.  However, the remaining parts have arrived and the installation has been scheduled with the new homeowner.  Attached is a copy of our installation appointment.  File will be closed on 4/5/22.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩