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:12/31/2024

  Type:Billing 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.

  Signed agreement on 12/29/2023 with Window Depot to install 1 - 24-gauge single entry door 1 - Deluxe self-storing storm door 1 - Double hung eco lite window Paid $1,310 good faith payment on 12/29/23 Paid $2,622 balance on 3/20/2024 the day the work was complete Began noticing issues in November 2024, repair person **** came out 12/2024 **** came out to access the issue with leakage from the window and door. Ordered a new sash for the window and made adjustments to the sweep on the door and may have done other things. 03/2024 - Noticeably more air leaking through door with weather worsening in the form of more wind. **** again came and removed the frame and noticed the framing around the door was not properly caulked, and made other adjustments to resolve the leakage that I was experiencing due to the weather worsening. 10/2024 - continuing to air coming through the door at the sides and bottom of the door. Instead of calling Window Depot again, I purchased a 2 door sweeps, one for the entry door and one for the storm door to try and stop the air coming through to my back entrance. 11/2024 - Frustrated this did not resolve the issue with air leakage, I again contacted Window Depot to send someone to resolve this issue. 12/2024 - Repairman Paul verified air applied some sort of caulking, said new weather stripping and corner pieces needed to be ordered. Contacted Paul the repairman via text the same evening 12/6 to let him know the leakage was still occurring (bottom in sections, both corners & both sides of door from bottom to about the doorknob and adjacent hinge. text acknowledged. 12/20 texted for update, told part expected on truck week of 12/23. Also left vm on 12/20 for Paul Hanna, salesperson to request the door be reinstalled correctly to resolve the ongoing issue. As of 12/31/2024, I have not received a return phone call from Paul or Paul. Air continues to leak through my back door.

  

  Business Response

  Date: 01/02/2025

  To Whom It May Concern:

  We have responded promptly to each and every service request brought forth by *** *****. We have made over a half dozen trips to her home to make various adjustments and including touch-up caulking and seal replacement. I have attached an image of our company database which has documented the details of each individual request for service with details of the completed resolution for each. At present, we are waiting on a new door sweep from the manufacturer of her storm door. As soon as it arrives, we will schedule a convenient time to install it. Unfortunately, we are at the mercy of our suppliers with respect to the lead time required to produce and ship this item. We will continue to be diligent. We have maintained communication regarding the status to keep her up-to-date. Although it is unfortunate that several return visits have been required, I am proud of how relentless our team has been with communication and follow up for this customer. We will be happy to inform the BBB when this most recent request has been completely resolved. Thank you.

  Customer Answer

  Date: 01/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  At this time, I am unable to accept the response from the business as complete until the issue is fully resolved.  I received a call from the salesperson today 1/2/25 indicating the parts are expected the week of 1/13/25.  I do agree the business has been out to my home multiple times to address issues with the door and storm door leakage, (once for the window, that was resolved) however; the issues still persist related to the door and storm door.  From my understanding, the business is awaiting a door sweep for the storm door, new weather stripping for door because it is not long enough to seal all areas of the door, and custom corner pieces (previous corner pieces on 12/6).  I understand we are at the mercy of the vendor and the recent holiday; however, I fully expected the parts to be ordered on the last visit on 12/6/2024 after I provided an update to the repair person. I'd also like to note the attached image documents my call on 11/17/24 to the business to report the most recent issue, with the actual visit occurring on 12/6/24.  My hope is that the next attempt is the final and last attempt to resolve the issue with leakage.  If the issue still persists, I'm asking the business to start over at that point to finally resolve issue and provide the quality installation I was expecting based on my research.   
  
  Regards,
  
  ***** *****
  
  
  
  
   

• Initial Complaint

  Date:08/15/2024

  Type:Billing 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 had this proprietor come to my home and make promises that they didn’t keep. They didn’t finish the installation process for my doors and windows and replace a drooping lock. This is unacceptable considering I paid close to $20,000. It has been over a month and we have been calling trying to resolve the issue. We get promises of callbacks and scheduled times to complete the work but nothing happens.

  

  Business Response

  Date: 08/15/2024

  The claims made by **** ***** are simply not accurate. I have attached the paperwork for her Replacement Window project, where the interior trim that she is requesting, clearly was not agreed upon or paid for. After spending over thirty years in the replacement window industry, we have learned to document every single detail for a project to avoid confusion. There is a designated area specifically for interior trim. You will note that the agreement is abundantly clear and signed by the customer. The paperwork indicates that customer's interior trim was to "Remain Untouched". Furthermore, you will note that the box for new colonial / modern trim was not selected. Lastly, the box for the size of the new trim has not been selected because it was never chosen. It was never sold. It was never purchased or paid for. We have completed the scope of work in accordance to the exact specifications outlined in our agreement. **** ***** had other contractors working on her home. Perhaps she confused their scope of work with the scope of work that we agreed upon. Nevertheless, we have been in regular contact with **** ***** and we are happy to assist her, despite her false claims and defamatory complaint. Any further erroneous assertions that contradict fact, will result in legal repercussions.

• Initial Complaint

  Date:05/30/2024

  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.

  Window Depot installed multiple windows in my home however they had some flaws which I brought up to the installers. They stated someone would look at them and resolve the issue. A new rep came out and argued about the flaws. Stating screens not staying up is normal (though all but 2 or 3 stay up so does that mean the other 10 are bad), glazing bead popped out is normal. I worked for a window manufacturer as their Quality Director so trying to get a fast one by me wasn't happening. They ordered new glazing bead and left it in a box on my mantle and supposedly ordered new foam for the front window but still never seen it installed.

  

  Business Response

  Date: 05/31/2024

  This complaint is a mistake. The complaint should be directed to Window Depot of Youngstown. This consumer mistakenly filed a complaint against the wrong company. We are Window Depot of Cleveland not Window Depot of Youngstown. We are entirely independent and have no affiliation with that business. Please remove all record of this erroneous complaint and direct it to the appropriate company to avoid immediate legal action. Thank you.

• Initial Complaint

  Date:10/25/2023

  Type:Product 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.

  My husband and I ordered a custom fit door from Windows Depot that comes with a lifetime warranty. When it was installed, the door frame covered half of our doorbell. When I first complained I was told this was acceptable work. When I pushed further and sent photographs of the job, they admitted this was subpar work and offered a few solutions: 1. rewire our doorbell to be outside the door frame; 2. notch the trim on the door; 3. replace our doorbell with a Ring doorbell. My husband and I asked why replacing the door trim to a slimmer trim was not an option, or why replacing the door altogether was not an option. We were told the trim couldn't come smaller, and the company seems not willing to replace the door due to the expense and timeline with the vendor. We went with the option for notching. This past Friday, someone came out to do the notching work. The work was done poorly - I had to ask them to sand down jagged pieces of metal that were sticking out when the worker originally showed me the work, and in the sanding process, no attempts were made to protect the door, and so there are now tool marks on the door frame and the door lock. When we sent pictures to our project manager he admitted this was not how he thought the work would turn out, and if he knew it would look this way he wouldn't have recommended it as as solution. We've asked for a refund of 25% due to the poor workmanship and mis-measuring that happened, both of which have decreased the value of the door to our home. Ultimately, if you pay for a door that is supposed to be a custom fit, you expect the door to fit custom to your house - that is not what we've received. If Windows Depot was going to be unable to deliver a door that didn't cover our existing doorbell, we shouldn't have been sold the door. We have been told that a refund is not possible, and have been ignored when asking to speak to a manager about our refund from our primary point of contact - the project manager.

  

  Business Response

  Date: 10/26/2023

  We are well aware of the alleged dissatisfaction surrounding the storm door installation at **** *********** ****** We have done everything humanly possible to achieve the homeowner's satisfaction. As a home remodeler, we are forced to deal with the circumstances that exist at the property. We were hired to install a storm door, not rebuild the entire home and correct all pre-existing flaws. In the attached photo titled Exhibit A, you will notice that the home has a pre-existing shortfall in that the doorbell was wired directly through the brickmold of the entry door, instead of through the wall next to the door. This was most like a short-cut or a work-around taken by the builder to avoid the difficult task of drilling through brick. As a result of this defect, any new storm door that is installed will cover a portion of the pre-existing doorbell, as the frame must be large enough to fasten to the brickmold. With this understanding, it is not possible to install a new storm door without being forced to deal with this pre-existing design flaw. To accommodate the homeowner as best as humanly possible, we made many kind and gracious offers including the option to purchase a brand new modern doorbell, which would not require wiring through the brickmold. We also offered to make a tiny modification to the door frame, so that the pre-existing doorbell could be fully exposed. After much deliberation, the homeowner elected to have us make the tiny modification in the storm door frame, so that their pre-existing doorbell could be fully exposed. This can be viewed in the photo marked Exhibit B. The modification was completed in a workmanlike manner and we are proud of the efforts made by our team. Anytime a remodeling contractor is performing work on a pre-existing home, the possibility that "field adjustments" may be required to accommodate any unique circumstances they encounter. In this case, we presented the homeowners with several options and proceeded with their chosen remedy. We also offered a gift card as a kind gesture for any frustration they felt they were forced to endure. There is no just reason whatsoever for any type of discount or refund. The cost of the project should have increased based on the additional visits and workmanship that was required. We feel strongly that the homeowner is taking the opportunity to exploit the unique circumstances that exist at the property to see if they can negotiate a price reduction. We are not willing to accommodate that unreasonable request under any circumstance.
  

  Customer Answer

  Date: 10/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  The business asserts that the issues with our door are due to regular field adjustments that are made in the course of installation and that the issues with covering the doorbell were 1. not avoidable and 2. the result of what they view as deficiencies in our home that we are only now seeking to fix.  I will address each.

  1. When a customer purchases a custom fit door, they expect the door will fit the exact specifications of their door.  This was not the case with this door and no notification was given either ahead of time at potential issues (which could've been known by Windows Depot at the time of measurement since they are the product experts), or at the time of installation (when the door was installed and we were not alerted by the installer either as they installed or afterward that our doorbell was now covered.  While we knew that this door would come with trim and that our prior door did not have the same type of trim, it was reasonable to expect that when a door was measured and would be cut to the specifications of our home, it would not cover pre-existing hardware.  Else, we should have been notified as the process unfolded rather than in the process of needing to advocate for ourselves after the work.  If we had known that the trim would cover our door and that there was nothing that could be done about it, we would've sought a different door type, or decided not to purchase a new storm door.  This is the crux of our request for a refund - fundamentally, we did not get what we paid for (and to be clear, paid in full at the time of installation).

  2. The assertion that we are seeking to fix deficiencies in our home through the refund request is patently false.  In fact, we do not believe that our doorbell represents a deficiency and, as it is attached to a historic doorbell indoors, is a piece of the home we sought time and time again to preserve.  Evidence of this can be seen through the specific requests we made to seek remedy: that we were not happy to have it covered and that we did not want it to be rewired when that option was offered.  At every turn, we have sought to preserve this aspect of our home.

  3. The final straw was when the notching that we chose to proceed with such that our doorbell would be accessible (already we had delivery drivers telling us they weren't sure if our doorbell was functional and this made aspects of our life more difficult when we were expecting visitors and deliveries), the workman took no precautions to protect our new door from the work being done.  When he reviewed the work with me initially, there were sharp pieces of metal jutting out that I reasonably asked to be sanded so as not to injury someone, and when the sanding was finished there were tool marks around the notching area, as well as on the lock adjacent to the notch.

  After asking to speak with a manager several times, we saw no recourse but to reach out to the BBB because we were continually unable to access anyone outside of the project manager who had already been doing a poor job managing our home project.

  You can see evidence of the following assertions.

  - Picture 1 shows our home with the prior storm door, which leaves our doorbell amply clear

  - Pictures 2 and 3 shows the new storm door that covers half of our doorbell

  - Picture 4 shows the poor workman ship around the notching

  - Picture 5 shows the tool marks on the storm door lock as a result of the unprotected notching work

  - Picture 6 shows where we discussed with the project manager our decision to ask for sanding due to the jutting sharp metal

  - Picture 7 shows one of our many requests to speak with our project manager's supervisor

  
  
  
  Regards,
  
  ***** *******