Public Mediation

Julia Marston vs. Window World, Ocala

J. M. vs. Window World, Ocala
35 SW 57th Ave, Ocala, Florida, 34474-1896, United States
Amount Involved: Other terms
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
    • View response from: Window World, Ocala
    • Claimant Seeks: 4 non-monetary items.
    • Claim #: 4267855
    • Amount Involved: N/A
    • Filed On: May 21, 2016
    • Posted On: Jun 01, 2016
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • Problem with a product
  • Notice: Sent by USPS certified mail 7015 3430 0000 3478 0731
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Statement of Claim
Complaints Involved (5) - View
Claimant says:
"I needed a vertically sliding window over a corner sink in the kitchen. I cannot reach a standard double hung window. After at least 4 attempts to install a window none of the ones they brought to the house fit or functioned as needed. I need a window that I can slide from right to left. it appears to me that the company gave up trying. They installed a double hung window SIDEWAYS!
It not only looks ridiculous, the screen doesn't fit and bugs are constantly coming in. Yesterday a wasp came in and I'm allergic to bees and wasps.
In addition, I ordered a new sliding door to the florida room. They gave me a quote for the windows and doors, and I didn't question the price. The contract says they will make a door to fit the opening, but the door they installed was too small and they filled in the extra space all around it with white vinyl boards!!! When I insisted they do it correctly. After many, many weeks of back and forth with them I was told they couldn't make a door that large. Finally I was so disgusted I had them remove the door altogether and told them to put back the old door. I was told they destroyed the old door. Now the space is wide open so there's no point in air-conditioning the house. I have emphysema and heavy humidity makes it difficult to breathe. In addition, the door track was so high that almost everyone who entered and exited the house tripped and I was concerned about injuries and lawsuits.I have more to say about this door situation, but this complaint is getting too long.
I have been unhappy with this company and its service for a long time, but my husband took ill and I had enough stress with caring for him at home. I couldn't deal with the aggravations this company has caused me. My husband has died. I still get upset every time I look at that huge door opening with no door."
...
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What Claimant Wants Hide
What By When How Much
1. Replace: sliding window over sink Jun 05, 2016 N/A
2. Replace: missing sliding door Jun 05, 2016 N/A
3. Complete project: Put in a door that fits and put in a real sliding window Jun 05, 2016 N/A
4. Change of policy: Do not tell customers that the item will fit exactly as the old one did Jun 05, 2016 N/A
Non-cash: 4 items
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I disagree with the explanation / grounds provided

    "The complaint of a double hung window is absolutely not true. The window she is referring to is a horizontal sliding window. After she complained to someone else we even had an installer go by there last week and confirm for her that it is. If it hadn't been for that person we would not have known she was having that issue as we have not had any contact with her in quite some time. As far as the screen is concerned, we have agreed to order a full screen for her at no charge.

    As for the door it is/was a replacement door. These doors are often a little smaller than the opening to allow for proper installation/operation. After this issue was resolved she complained about the threshold being too high. As we did not want her to be unhappy we attempted to locate a different door that would satisfy her. We were unable to do so as this is also the norm for a vinyl replacement patio door. At that time, we agreed that if she could find a door elsewhere that she would be satisfied with that we would install it for her and refund her the price she paid for our door. Shortly thereafter we got a phone call demanding that we remove our door which we did the very next day and issued a full refund. We also finished off the opening so that if she decided not to replace the door that the opening would not be unfinished."

This claim will remain posted until resolved.

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