Complaints

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Window Depot Dallas (formerly Clear Choice Windows) replaced my windows in *********. Total cost was ~$35,000. The windows have a lifetime guarantee. The installation guarantee was one year.The sales and installation process was excellent, and rep ********************* worked with us to stage the installation so we could use cash. We were very thankful for that.One window broke about 2 years ago and I contacted the ************** multiple times by email ******************** or cell phone *************) for a repair. I caught him one time by phone and described the situation. He said the window was no longer being manufactured but he would see if he had some repair parts in his warehouse. He never got back to me.After that, he never returned my calls or emails. I probably sent 10 emails and left that many messages. Then I did the same thing about a year ago (multiple phone calls/messages, multiple emails). Same result, no response.Today (8/2/24) I went to their office and knocked on the door, hoping to find someone there. The office was empty. It actually looked like nobody even works there. But I should not pass judgment I guess. So I thought I might contact the corporate office to find out what is going on. There is no 800-number but only an email address windowdepotusa.com and FAX number (who uses that these days?). I just sent an email to them and even entered a request on their web page.All I want is for someone to return a phone call or an email. In one message I left for **************, I even offered to pay for a new window and installation, thinking that maybe the "lifetime guarantee" did not transfer from Clear Choice Windows to Window Depot Dallas. Crickets.Local owners ***** and ****** office number ************ also never answers. And the response I get is "the cell phone customer has not set up a voicemail box". Is Window Depot Dallas out of business? Regards,*********************************** ***************************************** C: ************

  Business response

  08/19/2024

  We have been by the house and remedied the issue.

  Customer was satisfied when we left.

  Window Depot

  Customer response

  08/23/2024

  It is difficult for me to accept the business response to this complaint, as the original installing franchise never contacted me but rather a nearby franchise contacted me and fixed the problem only after receiving info from the National headquarters that there was an issue. But I will go ahead and accept because indeed I was satisfied with the end result. That said, I will never recommend Window Depot of Dallas to anyone who asks me for a reference. Window Depot of Ft Worth, however, was wonderful in resolving the broken window issue. 

  Customer response

  08/23/2024

  It is difficult for me to accept the business response to this complaint, as the original installing franchise never contacted me but rather a nearby franchise contacted me and fixed the problem only after receiving info from the National headquarters that there was an issue. But I will go ahead and accept because indeed I was satisfied with the end result. That said, I will never recommend Window Depot of Dallas to anyone who asks me for a reference. Window Depot of Ft Worth, however, was wonderful in resolving the broken window issue. 

• Initial Complaint

  06/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My new windows were installed in June 2018. Early this year I noticed that several windows (especially big picture window) were getting cloudy. Starting in February I started calling and texting ********************* about the problem. He said he would send someone out or a mfg. rep would come out. No one ever came out and ***** was now ignoring my calls and texts. In early June of this year I called one more time and stated if I did not hear back from them, I would send review to BBB and also file claim in small claims court.Over the years ***** has done replacement widows on 2 other homes we owned. Had some small issues but were resolved easily and that is why I gave him our final home. Instead of being ignored you would think I would have received better response/service.

  Business response

  07/15/2024

  We are aware ****************** has some faulty glass and have tried many times to schedule a time to measure glass for replacement.  ****************** has asked that I come out.  I have not agreed to that, as I can not fix the issue personally.   We need our lead installer *** to come and get measurements for the glass.  Once we have that we can have glass ready within 2 weeks and be back to complete.  *** tells me he has called text multiple times with no reply.  I have seen *** call in my presence.  

  I'm certain ****************** wants this solved.  Please follow these steps and we will be done in a matter of weeks.  Everyone happy.  

  1.  Call and or text *** at: ************

  2. Set time for him to get measures.

  3. allow 2 weeks for glass to be made.  *** will then call and schedule install date.

  4. Once installed... all set.  Woohoo

  I wish we had already connected, but when we call we don't get an answer.  Please call ***.  

  Thanks

   

  Customer response

  07/16/2024

  I contacted *** yesterday. We have an appointment for him to measure windows that are bad next Thursday 07/25/24. After that I look forward to having replacement

  windows in approximately 2 weeks. Thank You

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered windows in Sept., ******************************* Nov., 2022. During the installation two of my window frames were damaged and my alarm system wires were cut. Therefore I had to repair/replace the window frames and my alarm. I have had several conversations with ********************* regarding this matter and even sent emails and a certified letter. Certified letter was received on April 12, 2023. Have not heard anything from them. I started this process shortly after the windows installation in Nov., 2022. Sent the invoices of the payments I spent for the repairs. Asking for some compensation.

  Business response

  05/17/2023

  We did a great job for ************************   She has been difficult after signing the contract.  She purchased 10 windows only to call 10 days later and cancel one window after cancellation period.  We accommodated her, wishing to keep her happy.  Measure tech told her couple windows had slight rotten wood and that we wouldn't replace unless she wanted to add it to the order.  She declined.  We installed all windows got a sign off that all work was done with a perfect score and payment for remaining balance less the one window she didn't want to do.(file attached) I informed her at install that we don't do alarms and that she would need to contact her alarm company.  This complaint is the first mention of an alarm problem.

  She called multiple times after install about the wood.  We reminded her that it wasn't part of the job.  She called and called again.... so we finally sent an installer to replace the wood, she told then to take off when we told her we do not paint.

  We've done all we can, and we have done the right thing.  There is nothing more we can or will do, and we are certainly not sending her money for work she didn't pay for.  She has a good warranty and if she has an issue with a window, we will be here for her.

  Thanks,

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

  Business response

  05/17/2023

  We did a great job for ************************   She has been difficult after signing the contract.  She purchased 10 windows only to call 10 days later and cancel one window after cancellation period.  We accommodated her, wishing to keep her happy.  Measure tech told her couple windows had slight rotten wood and that we wouldn't replace unless she wanted to add it to the order.  She declined.  We installed all windows got a sign off that all work was done with a perfect score and payment for remaining balance less the one window she didn't want to do.(file attached) I informed her at install that we don't do alarms and that she would need to contact her alarm company.  This complaint is the first mention of an alarm problem.

  She called multiple times after install about the wood.  We reminded her that it wasn't part of the job.  She called and called again.... so we finally sent an installer to replace the wood, she told then to take off when we told her we do not paint.

  We've done all we can, and we have done the right thing.  There is nothing more we can or will do, and we are certainly not sending her money for work she didn't pay for.  She has a good warranty and if she has an issue with a window, we will be here for her.

  Thanks,

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

  Customer response

  05/17/2023

  I am rejecting this response because:   Everything they stated is a lie!  My neighbor even tried to get them to respond to my calls because she is the one who recommended them.  I emailed ***** regarding this matter and sent him invoices.  They definitely did not respond!  Last conversation I had with ***** was on 2/17/23 and he was supposed to have ******************* get back with me. Have not rec'd call or any contact since Feb.  They need to get a poor rating if this is the way they choose to handle business.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I bought my house in March, The previous owner changed the whole house Windows in July-2019 and passed on all Windows documents and receipts to me. WindDepot documents say the window is lifetime warranty and transferable. When I moved in at the end of May, I found that one of Windows was leaking. I started to call WindDepotXXX-XXX-XXXX. The 1st time they told me I needed to do a warranty transfer and pay transfer fee but the warranty guy is Off this week they will contact me next week. but I did not get anything back from them and called them again 1 week later. Chris answered the call and message warranty email address "**********@aol.com" to me and asked me to send a warranty request to this email. I sent a warranty transfer request email on June-14 ,but no reply from that email address. I sent messages to Chris inquiring about any update on June-17. but no response. I called them again the following week,their guy told me Chirs is responding for warranty arrangements and he is on vacation and on the cruise. All right... Let's call WindDepot in next week. The same thing happened again, no response , no answer call. So far I have tried to call them at least one time per week. BUT NO ANY Response from them, No reply email, No answer call.

  Business response

  11/04/2022

  Business Response /* (1000, 5, 2022/08/02) */ Mr. *** called us... actually he called us 3 times and said he was Mr. ********** (The previous owner and person who bought windows) after he stopped misrepresenting himself, he said he had all the paperwork and that he would send in the transfer paperwork. He didn't. Then he called a couple months later asked for paperwork to transfer. At this point he had greatly missed the 30 day transfer period. This person is not out customer, and while we would be happy to help people, anyone with one of our windows he has repeatedly misrepresented himself to us. Lastly caulking is warranted for a year. Parts/Labor is Lifetime. Caulking will and does wear out and have to be reapplied. IF he had filled out, and sent in the warranty transfer, his issue is not covered. If he has a window defect(the purpose of the warranty) we invite him to let us know. We stand by our product. He has called us repeatedly and I have spoken to him a dozen times. He didn't transfer the warranty. Consumer Response /* (3000, 7, 2022/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi, This is the 1st time to hear 30-day warranty transfer period, It does not list this either in contract or Windows depot website, even no one tell me orally when I call them. And my house previous owner is not Mr. ********** I don't know who is Mr. ********** either WIndonesia depot are lying or misrepresenting himself. The windows contract attached, it show previous owner name and warranty info. The warranty transfer cannot move forward due to no response from window depot. Here is the timeline: 1.Early of Jun: I found window is leaked and called window depot,window depot told me the warranty guy is Off this week 2.Jun-14: The 3rd time call window depot , wWindow depot sent warranty email address via text message to me and ask me send warranty request to **********@aol.com (see attached picture) 3.Jun-14: I sent email to window depot at Jun 14, 2022 at 2:37 PM and asked how to do how to do warranty transfer and schedule warranty repair. (Please see attached PDF) 4.Jun-17: No response from window depot, I replied text messages to your guy and ask how to warranty transfer again. (Please see attached picture) 5.Jun-19: No response from window depot, I sent another email to window depot, but still no any response. (Please see attached PDF) I called window depot at least 1-2 times per week from early of Jun. but no one answered the call. I am not the only one who meets this kind of issue, other people also complain "Very rarely do they respond." when they request repair or warranty. My claim is simple, I want to get window repair and warranty transfer. Thanks.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered windows and installation in Feb 2022. The windows were delivered and installed April 19, 2022. We ordered 10 and 1 was missing a screen as also noted on the paperwork that day and discussed with Chris ***** the owner at that time to. It is now July 18 and he has not delivered the screen or even let me know what is going on. I have waited long enough for a screen.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we had six new windows installed April of 2021. In February 2022 we had a hard rain and two of the six windows leaked. I contacted our representative to have someone come out and fix the seals. Two or so weeks later I sent a text, another couple of weeks I sent another text, In April I called Chris (Manager/owner?) left a message regarding the leaking windows..as well as the sliding glass door replacement- they put the wrong door on initially last year and had ordered a new one to be installed. I have not heard back. I text the sales rep again the end of April saying Chris had not returned my call and that I was not going to contact him again directly as it seemed to be fruitless to do so. All I want is my new windows to not leak and my new door installed.

  Business response

  07/06/2022

  Business Response /* (1000, 7, 2022/05/27) */ Thank you for reaching out. You have sent a complaint to the BBB on the same day we were scheduled to be at your house to address the leak. We arrived on time and Jim fixed any issues. If you have any other please contact our office: 972-399-9592. As for the custom size door, we delivered and installed what was ordered. Its in great working order and we can not change the operational direction.

*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. ↩