Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Windows Depot installed 6 Windows and 2 sliders in spring of 2023. many of the sliders and components were either damaged in shipping or had to be replaced due to manufacturing defects. These issues we addressed about 10 months later by *** the manufacturer. This year during hurricane season we had several storms - tropical and hurricane and the sliders leaked badly. We also noticed wind blowing through the sliders as well as a ALLOT of water spraying all Over the floors. We notified Windows depot and they sent a technician out and he installed sponges on the bottom track. He recommended the riser be installed. That riser was not installed during the original install by Windows Depot and since we have been told it is necessary. It was installed after the first tropical storm. Hurricane ****** did not hit ***** but did bring some heavy wind and rain and we have severe water leaking again. I notified Windows Deport of the issue again. I spoke with the owners brother in law. He said they would get someone out as soon as possible and the owner was out of town but he was aware of the situation and would be contacting us. That was in early Oct 2024. The sliders leaked again during Hurricane ****** in Oct 2024. We had to evacuate so we were not there to witness the leaking just the flooded master bedtime Floor when we returned several days after the storm passed. It is Feb 10, 2025 and no one from Windows Depot nor the owner have contacted us since the conversation I had with them After Hurricane ******. Windows Depot installed windows and sliders in many > 15 units in my condo building and these owners also have the same issue with leaking. Units where Window Depot repaired / fixed the issues related to the original installation had to have the slider frames replaced. We just want the product we paid $36,000 for to work as designed. Replace whats necessary and resolve the issues with the faulty installation.

  

  Business Response

  Date: 02/24/2025

  Our office has been in contact with the customer and already resolved her concerns which were due to a product failure after the manufacturer performed a warranty service. Our customer realized and agreed that the issues did not start happening till after the manufacturer visit and, was kind to work with us and allow us to rectify everything to their satisfaction. We did confirmed that there was no damage sustained due the said issue. 

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an agreement with them to do work in exchange for credit for a door. They had a whole years time and never contacted me for any work to be done. I owe them labor and have no problem doing so if they would email me and ask. instead they put a lein on my house for $5,000 which I never agreed to pay. We agreed to a trade as outlined in the contract. I am asking they own up to there lack of follow through and remove the lien that's in place since I do not owe them any money.

  

  Business Response

  Date: 10/04/2024

  The Client is correct about the fact that our contract included a ***** trade in paint work, however he  failed to mention in his complaint that he has been ignoring our attempts to get him to do the work for the past 2 months. We have called, texted, emailed, and even sent mail to his residence without a response. We even sent final invoices electronically hoping he would contact us back but we heard nothing  from till yesterday. 
  Our office received an inquiry from a financial institution regarding the notice of commencement that was recorded when we obtained the permit per Florida Building code (not a Lien like the client claimed) The party requested a contractor affidavit which we completed to reflect the outstanding balance (Standard procedure) 
  To our surprise, the client filed this complaint the very next day after sending us an email making various allegations and threats instead of simply calling our office back and offer to do the work he agreed to do to pay the balance. At this point, we lost confidence that the client has any intentions on fulfilling his end of the barter so, we would like to be paid the monetary balance for the project we completed to satisfaction months ago. 
  

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22380975
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  I have no emails or letters from you at all other than invoices which I ignored obviously because I clearly have a contract for work to be done not cash involved. I have no phone calls from you that I have a voicemail for at least. Do you have a copy of any emails over the past 2 months asking for any work to be done??? If you would of then I would understand but you don't. I would of completed it already if you did.

  

  Business Response

  Date: 10/15/2024

  Customer included a paid in full invoice from his first contract with us. The balance owed is from the contract dated 10/6/23. See attached mailed invoice and electronic reminder invoice that were sent to the client. Our phone log only goes 2 weeks back I can request further records from our phone company if necessary. 

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22380975
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  By your own admission my invoice showed paid in full you cannot send a new invoice a year later and expect it to be paid that's contradictory... no cash was ever asked or required to be paid the invoice was paid in full that I owed. Unfortunately you guys decided to lean my house without any warning or provocation. If you would have emailed asking for work I would have gotten it done but you never did. Given the fact that I do have a paid in full invoice I have submitted a complaint to the county and will pursue this till I get my money back from your lack of follow through on the contract. You had an entire year and never did anything now you get mad your poor management shouldn't negatively impact my life!

  

  Business Response

  Date: 11/13/2024

  I have attached the invoice that was mailed and the electronic invoice and reminders that were sent to the customer in our previous response.

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a window installed and it leaked. They told us it was not their product and I had to pay for a contractor and a leak specialist to tell them it was their window. They finally replaced it a year and a half later. We had to pay to replace carpets and repaint the room. The wall was damaged because of all the water. They said they would send someone out to fix up our wall. It has not been done. Now I have to pay another person to fix the outlet and wall in that room. I have spent so much money to fix the damage they have caused to our house.

  

  Business Response

  Date: 04/05/2023

  I apologize for the delayed reply. I wanted to gather my notes and records prior to replying to such harsh and simply untrue complaint. We also had to consult with our counsel on how to proceed with this as we will be pursuing a defamation of charter suit against this client for falsely tarnishing our reputation and blaming us for an issue that we had nothing to do with.

  The customer contacted us 3/24/2020 to schedule a quote to replace windows because her old windows were leaking causing water damage. We were hired to replace to replace three windows which we installed in July of 2020. A year later, customer contacted our office to report a leak so we sent one of our techs to assess and determine cause of cause. During that visit we explained to the customer that she had cracks all over the exterior stucco finish that needed to be repaired and that there was a sprinkler head that hitting the bottom track of the window which is a slider.  We explained that because this window was so low to the ground, it was very important to clean its track frequently and make sure the weep holes were clear to let water seep out of the track instead being be trapped inside and eventually going in the home. Also, the sprinkler head was causing sealant around the window and stucco to fail as well. Although this is a maintenance matter, our technician went ahead and cleaned the track and released the window while he was there. Fast forward another year goes by, we received a call reporting another bad leak in the same window. We explained to customer that we weren't responsible and that the issue would continue to happen if they don't follow our instructions about maintenance which was crucial to avoid water intrusion in this case between the window design (slider) and the placement of the sprinkler head and landscaping directly outside. The customer did not like office response so she contacted the owner directly and advised that she hired a contractor to fix the window and do necessary repairs and that we were responsible for payment. This was without our consent or any proof for that matter that the window was in fact leaking. In good faith and to make another customer happy, owner spoke with this hired contractor who said that he resealed window and water tested to make sure no water was coming then performed the repairs. We paid $2500 for that bill. Not even a month later, customer called our office again instead of the last contractor who was there and reported that window was leaking which was right before hurricane and again, as a  small business that cares, we sent a tech out to board up the opening. At that point the owner decided that even though we installed the window we contracted for maybe it would be best if we replaced it with 2 Single hung windows to prevent water intrusion considering the circumstances. When we sent our techs out to install the new windows, they discovered that contractor that was hired to "fix" our window did that by installing a sticky ****** piece all across the bottom track causing the weep holes to be completely buried which explains why the window leaked more than ever before after the so called repairs that we paid for . We installed the two new windows and cleaned up and advised the customer that we were done and will not be responsible for any further repairs since we already paid for them once without our consent. We thought it was only fair to have the other contractor come back to finish the drywall and paint that he was already paid for. This complaint is incredibly offensive to us considering we went above and beyond to rectify a situation that we didn't cause simply because we thrive to provide a good customer service experience will always do whatever we can to take care of the customer first. I have proof of payment and text message records to share with the bureau if needed. I stand by our decision to not do any further repairs. 

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Background: We purchased PGT windows, a custom bifold window and sliders from Window Depot in May of 2022 for a home renovation. In July of 2022, we received windows and sliders, with the exception of one slider that was ordered 3 times because each time it was the wrong size. We had our contractor install all but the one, leaving our house unsecured and open to the elements until Oct. 2022. The following problems still stand uncorrected. 1) The risers in two windows do not function properly, the parts provided are not the correct ones according to the technician sent out. 2) Garage window has a crack in it. We received a replacement window, but technician did not know how to install it. 3) The brackets for all four of our fixed glass windows were never received. 4) The caps and brackets for 2 garage and 2 bedroom windows were not received. 5} One gasket for bifold window is missing. 6) Brackets for the sliding windows in two rooms were never received. 7) Tracks for the screens on sliders in kitchen were never received. We have been corresponding with ***************************** regarding the multiple issues and she has been of little help. On January 17th 2023, **** had a technician come to our house to fix some of the issues, but he was no help at all. In fact, the technician said, you bought a poor product (we purchased aluminum instead of vinyl) and I dont know how to service aluminum, so he left. Since that time, **** confirmed that Window Depot mostly sells vinylokay, but you still sell aluminum, you just dont service them? Her most recent solution was to send this poor kid back out to give it another trydont waste our time or his. On Feb. 7th 2023 we sent an email to let **** know that at this point we just want all the required parts; which have long been paid for and should have been delivered by now (7 months later). We will bare the labor cost and get someone else to finish the job. We are awaiting a response.

  

  Business Response

  Date: 02/22/2023

  We supplied windows and doors to this customer which he had installed by another contractor. As the dealer, we dispatched the warranty issues that were reported to the manufacturer but unfortunately the completion and fulfillment of the warranty service took longer than desired. I offered the customer to assist in fixing some of the issues while we waited for the manufacturer to process the case even though we were not hired to do the installation therefore not required to service this however, our service tech was not able to fix these issues due to missing parts. As a result I escalated the service once more with the manufacturer PGT and the case was referred to consumer affairs to speed up the processing and production of all the parts needed; all of which I communicated with the customer. The manufacturer field service will be contacting the customer once parts arrive in their possession to schedule service. The customer can request  PGT to deliver the parts to him directly if he prefers but they will be more than happy to complete the service since he is still within the first year of purchase. The service case number was provided to the customer but here it is again for reference 00608358. Frankly I think this complaint is unfair because we fulfilled our responsibility as the supplier in this case by reporting the product defect issues to the manufacturer who is to replace or fix the reported issues according to their warranty policy. It's like filing a complaint against Best Buy because ******* wouldn't fix a TV that was purchased from there. 

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19447481
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************