Author: Charles (---.innernet.net)
About three months ago I purchased 17 of the 35 replacement windows I needed for the renovation of my home from Window World of York, PA. I regret that decision more every day.
Below is a copy of the letter I was forced to send to the corporate office in hopes of getting some results.
Hopefully I will have a little more success getting answers by email than I have had via phone.
Let me start off by saying that when I originally met and spoke with a representative of your company, I was very impressed by both the quality of your product and the company in general. Your representative was very personable and seemed to have a genuine interest in my remodeling needs. I mentioned to him that I had just purchased the home and that the majority of the windows cannot be opened, therefore one of my greatest concerns was the amount of time it would take to complete the installation. I had never lived in a house through the summer where the windows cannot be opened, but I could only imagine how uncomfortable that situation would be. I was then told that my new windows would be installed within 4-6 weeks. That was March 29, 2004.
As of that time, my regard for your company has steadily decreased. After about five weeks of no contact, I called and left a message asking for an update on the whereabouts of my windows, as I was becoming concerned. Astonishingly enough, after leaving my home, work, and even my parents phone numbers, I was not graced with the common courtesy of a return call. After several days, I called once again and finally spoke with someone beside the answering machine. I was told that they did not have my windows yet, and that they would probably have them in about two weeks! Two weeks? This was the middle of week seven... They should have already been installed by now! At this point I asked to speak to a manager, and was told that he was unavailable. However, he could return my call on Monday. I said that was fine. Surprisingly, I heard nothing...
About a week later, Angell Ford called and spoke with my mother. Ms. Ford proposed installing the windows on Memorial Day, but unfortunately this did not suit my schedule, as I was having company. I was to call and set up a date that would suit. After trying for a couple of days to reach a live person, since leaving a message had not seemed to be effective, I got sick of calling and did leave another message. And, what do you know? No Response!
What I have concluded from this ordeal is that your company is not focused on retaining customers or obtaining word-of-mouth referrals. I made it perfectly clear that I intended to purchase the remaining 18 windows, patio door, and entry doors from your company later this year. However, at this point that seems very unlikely. This fiasco has consumed hours of my personal time, and caused a great deal of frustration. This delay is holding up other projects that should have been finished by now. Not to mention having to live in a house without the capability of opening windows.
I am finally scheduled for installation on July 15, 2004 (5 weeks late). I can only hope their product isn't as lousy as their customer service.
Proceed with caution.