ComplaintsforWindow Depot USA of Milwaukee

• Initial Complaint

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid Windows depot $13,800.00 for a bathroom remodel, that was promised to start in 11/2021 by first contractor for Windows depot. Work began in March 2022 with second contractor. Was left without a bathroom for months. Contractor #2 left in the middle of job. Let contractor #3 know my back shower wall is expanding with heat, how do we fix this? He says this is a new material they are using they need to research what to do but it is covered under my contract warranty, no worries.Contractor #3 came in about a month later. Left sink unfinished that I had to hire someone to do, Contractor #3 says I don't do plumbing, scary since he just finished my shower. At or around June 2022 they "finish" demand the rest of my money. I let them know my sink is not done, my shower wall expands I do not feel like its done? ***** at windows tells me don't worry we will fix it we are working on figuring out how to do that it is part of your warranty. Now it's 8/2024 it is getting worse see video, quotes I have received tell me they can't fix it they have to start over. I do not want anything from windows depot except my money, they know they screwed up but they will not fix it.

  

  Business response

  09/02/2024

  I am sorry to here that you are having issues with your shower walls. It looks like your service was completed in are system. I do not see that you called in again. I have looked at the video and will send this to the manufacture and see what they recommend us to do.  I will reopen the service in are system and be in touch as soon as I have a answer.  

  Best regards 

  Customer response

  09/03/2024

  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.
  
  This is exactly what I was told when this was originally found to be an issue. "We are checking on how to fix this with the manufacturer and will get this taken care of." Literally verbatim. That is not an acceptable answer anymore. In order to fix this, reliable contractors have told me it needs to be taken out and re done. I do not trust Windows Depot to do this any longer. I will need a refund to pay to fix the damage they created.
  
  Regards,
  
  ***********************

  

  Business response

  09/04/2024

  After review of your file. It looks like we gave you a ******* credit for work not done. We also contacted the manufacture said the super tack was not given enough time to bond. There is 2 fixes for this.  The whole thing does not need to be redone. Please contact us if you wish to discuss. Again I am sorry you are having issues. 

  Sincerely 

  Window Depot

  Customer response

  09/04/2024

  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.
  
  That is a lie. The back wall has been like this since it was installed. I have proof of this. What contractor #3 told me is that contractor #2 is an idiot and forgot to glue it. It originally was just a little strip that was loose but now the entire back wall is coming out. Wait for glue to settle are you kidding me with this? Why can't you just understand that you have made my bathroom a total nightmare and you need to do the right thing now and give me back my money so I can get it fixed. And yes, with an entire wall coming apart and God knows what is getting behind it, no decent contractor will touch it without taking the whole thing apart. Credit? I honestly could care less about a "credit" you gave me if you gave me one it cost $2,000 to fix what you didn't do because contractor #3 isn't a plumber, can't finish backsplash, and can't anchor a cabinet, and doesn't know how to seal things. So please spare me your lies, and just do what is right. 
  
  Regards,
  
  ***********************

  

  Business response

  09/05/2024

  If you would like us to fix this please contact the office.  We are willing to fix this one wall panel. We are trying to due what is right. I have open a service in are system and will wait for you to call. 

  Thanks Window Depot 

   

   

  

  Business response

  09/05/2024

  If you would like us to fix this please contact the office.  We are willing to fix this one wall panel. We are trying to due what is right. I have open a service in are system and will wait for you to call. 

  Thanks Window Depot 

   

   

  

  Business response

  09/05/2024

  If you would like us to fix this please contact the office.  We are willing to fix this one wall panel. We are trying to due what is right. I have open a service in are system and will wait for you to call. 

  Thanks Window Depot 

   

   

  Customer response

  09/08/2024

  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.
  
  I do not want you to fix it. You have had several chances to do that, and failed. I have severe anxiety when dealing with you. I want someone here I know I can trust and sadly, that is not you. I just want a refund so I can get it done correctly and make sure there are no other issues to the back wall, such as mold, or that this will not happen again. 

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

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had originally contacted them in 2023 to discuss getting our front door replaced. We cancelled the order within the time frame as the price seemed way to high. The manager *********************** contacted us and met to discuss other options. I agreed to go look at another door in the warehouse. He contacted us on June 6, 2023 to discuss whether we wanted to go ahead with the new purchase. I was unable to get back to him for several months due to my daughter getting married and my husband in the hospital for 2 plus months. I texted him on September 9, 2023 stating I wanted our refund of $200. On September 14, I called and left a message to call me. He did not respond until February 7, 2024. The test stated he had spent more than $200coming to the house, having met with office staff to move and show the in stock option. He said I loved it and wanted but never said this. I have always discussed major purchases with my husband. If I knew you were not going to order anything I would have never had you go to my office and spent my money and time to show you something that you were not going to buy. That goes above a free estimate. He claimed he had just got my message and had a few teeth pulled last night and have stitches so advised not to talk. The original $200 was put down on the door we cancelled. He has not been timely in responding since trying to get the money back. I have the text messages on my phone to show what have been trying to do. Thank you for your help

  

  Business response

  02/27/2024

  As the customer had stated, they put down a $200 deposit, came into our office and did not respond for months after many many phone calls. Their request to cancel is not timely and we have spent more than $200 chasing them down and arranging for them to look at other options. The cancelation fee of $200 does not even account for our time and money spent, as I said this was far above the free estimate. Which is why they signed a contract, and why we asked for a deposit. As the contract states they had 3 days to cancel and small cancellation fees do apply after the 3 day right to cancel. We wish this customer well on their search for a new door.

• Initial Complaint

  08/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  4/15/23

  

  Business response

  08/21/2023

  I am sorry according to you work order there are only 9 windows to be replaced. I will reach out to you to see if we can get this resolved. 

  Thanks *****

  Customer response

  08/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New Roof was installed over existing roof on May 15th, 2023. I discovered a problem with the area where the garage roof meets up with the home roof. The siding was buckled out and the shingles were not flush with the wall. The flashing was not installed properly. They claim that it was the builder who installed it improperly. However I had no problem with it until they did the new roof. I brought this to the company's attention 3X. Also sent pictures of the problem area. I talked with a woman named ***** around July 4th. She said that someone would be there the next day to look at it.. I was home all day and nobody ever showed up. I waited several days to see if they would call us to possibly reschedule a time for someone to come out. No such attempt was made to contact us!! Since I seemed to be getting the run around from the company I hired someone to do the repairs at a cost of $600. We went to the office and asked them to reimburse us for the cost of the repairs. The manager? told us that we did not give them enough time to fix the problem and that they could have done it for $150. I feel that they were given ample time to fix the problem and that they did not make any effort to do so. I feel that we should be reimbursed the $600.

  

  Business response

  08/03/2023

  Mr. contracted with us for a go over his existing roof with new shingles. This did not include new flashing. So I do not be leave I should have to pay for something that he did not contract us to do in the first place. What he had fixed was a flashing issue. 

   

  Customer response

  08/06/2023

  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.
  
  If in fact it was not your responsibility and If your crew would have let us know that this problem existed, we could have easily sat down and figured out a solution. Instead they left shoddy workmanship. Little to no response from you makes me feel that it was deliberate. So what you are in essence telling me is that if in the roofers come across a problem with the job they just half a** put it together and do not notify the home owner! If a mechanic is working on your car and comes across another issue they usually notify you so that you can decide whether or not to do something about it. 
  
  Regards,
  
  James  Possing

  

  Business response

  08/09/2023

  I am sorry that you feel we did something wrong. The only way to know about the issue would have been if we did a tear off of the roof. The installers have a work order that they follow. If we would have know about the issue we would have contacted you. If you have any other issues please feel free to contact us.

  Thanks 

  Customer response

  08/09/2023

  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.
  
  So in other words if I would not have seen this problem and winter would have come and water would have gotten into my living room walls and mold would have started, along with a section of the roof popping up from ice damage then I would have gotten some cooperation from you or I could have sued you?? The bottom line is that your workers saw a problem, half a** fixed it and did not notify anyone. I think that $600 is a drop in the bucket for the price we paid for the roof. If you cannot do the right thing and refund $600 I guess my next course of action is to Contact NARI.

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

  

  Business response

  08/09/2023

  I am sorry that you still think this is are issue. You contracted for a roof over nothing got torn off. I stand behind my installer They followed the work order. they torn nothing off. This was done when the first roof was installed. They did not know that your wall flashing was like that. So please stop blaming them. 

  I wish you the best 

  Tracy 

  Customer response

  08/15/2023

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** the sales manager ran a credit application under my name twice after asked him repeatedly not to. I approved and signed consent for the first credit application I never approved or signed for a second.He told me I was approved and the called the following day and said I was not. He tried to get me to apply to other lenders they worked with that he knew would approve. I Asked him for refund immediately told him I didnt want my credit ran again but he was still very pushy and adamant about getting me approved without having to do. He said he could get it done by adding my husband to the credit application I initially approved and signed without running my credit again resulting in a new inquiry. Today I received notification that my credit was hit with another hard inquiry from this company.

  

  Business response

  07/10/2023

  As we tried to explain to this customer over the phone, we as well were unaware that their credit will be hit twice for running a co applicant to the order. It unfortunately was declined and we did our best to get this customer approved. I have reached out to the customer after we spoke to the bank today, the customer will need to write a letter to us stating that they were not aware of a second inquiry, at that time we will write a letter stating the same. With both of these letters sent to the bank they did agree to remove 1 of the inquiries off this customer's credit. 

  Thank you

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In july of 2022, My wife and I hired window depo to install 31 windows in our house,. The windows were ready sometime late September, earlier octobut it took over a month. ** install all the windows when they quoted us six days. In the front room window there are 2 crank handle windone of the crank handles is broken and effective. I contacted window depot. I believe in April ** get this matter resolved and fixed. They 1st told me that we have the wrong company and that they did not sell ** any windows after 2 weeks they finally were able to track down that we. Were indeed their customer. And over two weeks dialogue then continued over getting the window told ** that there was a defect in the handle that they were aware of, And they will see what they can do, comma. They finally came to the decision that they will mail me the parts and I have to put it together myself,. I am just recovering from shoulder surgery and I only have use of one arm. This to me is completely unacceptable, A fellow up by the name of **** then talked to my Wife and told they will Come up to *********** With the part and fix it but they will only do it if I take the negative. Comment off of the Better Business Bureau website and pay them $100 in gas money. , which to me is a form of extortion. The documentation that I have presented to you. Clearly States that they are responsible for the repairs and all cost associated with the repair and they are failing to live up to their contracthis needs to be. Ratified immediately Thank you

  

  Business response

  05/24/2023

  I am sorry your experience has been less then satisfactory. The service rep that you spoke to told you it could take up to a month to get your service complete as he is only in your area once a month. he offered to mail you the parts a new crank handle and new set s**** He explained that if you had any issues to call back and he would come out and fix it for you. No one said anything about a fee for your service. The owner talked to your wife yesterday and said when you receive the parts in the mail we would send someone out from are office to reattach you casement crank handle at no charge to you. Please once you get the new parts contact the production manager at Window Depot 

  Thanks Production manager **********;

  Customer response

  05/25/2023

  I accept the Response, I would like to go on record as saying that ninety percent of the statement that window depot gave in this resolution is a lie. I expect to have this part delivered to my home immediately and the person who will be coming to my home to install. It will be anyone EXEPT ***********************!!! I do not him want him within 100 yd of my home.
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  04/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2022 I began shopping around for companies to install siding on my house. I had 2 remote appraisals scheduled. The first of which was with Window Depot USA of Milwaukee. During this original consultation and appraisal I spoke with a salesperson who walked me through the costs associated with the job. His original pitch was for a type of siding that I didn't see a need for considering I wasn't going to be staying in the house for long. After I told him this he recommended their least expensive option. In an attempt to wrap up the call, I told him I would let him know my decision after speaking with the other company I set up a consultation with. He persisted in earning my business right then and there as a good salesperson does; going so far as to invite his manager (and from my understanding, the owner) to the phone call to assist with the close. They eventually did lead me to agree to use their company without gaining a second quote. That day I docusigned a contract agreeing to use their business, contingent upon securing my home equity loan. The salesperson insisted that he would maintain contact with me about my project every step of the way. Unfortunately, after weeks of waiting to hear from the company after docusigning and then paying for half of the project up front, I reached out. As a consumer who is spending north of 10k, I expected communication to be thorough. It was not. After waiting longer than anticipated with no communication apart from my reaching out for answers the project was started and finished within two days. Except it wasn't. When they were finished they left my porch untouched as well as the trim to the house. One of the project managers asked about letting them do the inside of the porch if they had the material but they didn't even do the outside. I reached out to **** for rectification and heard nothing back.

  

  Business response

  04/17/2023

  We are sorry that you have not herd back from us. If you have a service please contact are office. Your contract only called for siding on the home only the porch and the Trims were not included in this contract. If you would like to discuss please reach out to are office. 

  Customer response

  04/17/2023

  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 suggested that I reach out to the office. I have already sent the business owner, ****, an email asking of the porch would be completed as intended. Nothing within the contract states that the trim and porch (which are both apart of the house)  were not going to be completed. The trim is understandable. The *********** order doesnt mention anything about a white trim being ordered. The porch is another matter entirely. 

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

  

  Business response

  04/19/2023

  I am sorry that you emails have gone unanswered. When your job was being installed I came out there and spoke to you about the porch not being part of the contract. I did tell you that if I had enough material left over we would try to do the inside of the porch.We did not. If you would like a price on what that would cost please contact the office and ask for the production manager.

  THanks 

  Customer response

  04/20/2023

  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.
  
  I remember talking to you about the inside of the porch. You did not say that the outside would be left untouched. That was not apart of our conversation. You simply said that if enough material was provided that you would get the inside of the porch. Why would you opt to cover the inside of the porch and not the outside, which is visible to the public? In fact, I distinctly remember the crew starting to apply corner pieces to the porch but when you and last spoke they were gone. You asked about the final product and I asked you about the porch. You simply said that you didnt have enough material. Its not my responsibility to ensure that enough material is ordered. At the end of the day, you promised a final result equitable to the images used on the ***** app, and no discussion was ever had about not only the porch, but the trim not being done either. I had to infer for myself based on the work order that trim was not included.
  
  Regards,
  
  *****************************

  

  Business response

  04/21/2023

  I reviewed the paperwork again and the photos of the project. The front porch was not included in the agreement. I have spoken to the sales consultant  on your project and he has confirmed the porch was not to be sided. Home only.  I'm sorry but we have fulfilled the agreement. 

  Customer response

  05/03/2023

  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 
  

  I have also reviewed the paperwork and attached supporting documents. Nothing in my contract, and nothing in the SINGLE conversation that I had with **** indicated that the porch would not be covered. This wasnt brought to my attention until the workers were already packing up to leave. This is not a resolved matter.

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

  Customer response

  05/03/2023

  The copy of the remodel agreement is attached and does not exclude the porch which is a part of the house and has the same siding treatment as the rest of the house. 

  

  Business response

  05/03/2023

  I have reviewed your sales order your project house only was 16 sq. Which is what you were sold. I ordered 19 Sq . We have full-filled are contract with you, I am sorry that you believe the porch was part of the contract. Window Depot ordered and installed more siding then you purchased and did not ask you for any additional money to cover that cost. 

  Thanks **********;

  Customer response

  05/03/2023

  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.
  
  You agreed to side my house. Not a part of it. I received a partially finished product. Again, the contract does not exclude the porch and it was never mentioned that not only the porch would be left unfinished but also the trim during my initial call. Again, I had to decipher from the contract that trim would not be installed (despite this not being mentioned at any part of the project to me directly) based on the lack of ordered trim. Can you point out where the contract excludes the porch? Is there a clause that mentions the porch is not a part of the house in any part of our agreement? 
  
  Regards,
  
  *****************************

  

  Business response

  05/03/2023

  ****** please see the last saved communication you had with are company 

  11/10/2022 4:29 PM Contact **************** "" - User "":
  "It's probably not reasonable but I would really like to have my porch done. Outside of that there's nothing much left to say. Thanks for getting back to me. On Thu, Nov 10, 2022 at 4:18 PM Window Depot USA of Milwaukee wrote: I apologize for the lack of updates and communication you received, and thank you for bringing this to our attention. Is there anything we can do to help at this current time? -- Regards, ******

  *****

  Customer response

  05/04/2023

  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.
  
  ******, that's a continuation of my current complaint. Just because it's not financially reasonable for your company to hire workers out of the Madison **** again doesn't mean that my porch should have gone unfinished. It should have been finished while you were here the first time. Again, there isn't anywhere in our agreement that says the porch was going to remain untouched as it is largely understood to be a part of the house. Please finish the job or reimburse me for a job partially finished.  
  
  Regards,
  
  *****************************

  

  Business response

  05/05/2023

  I have looked at you sale you we sold 16 sq of siding please see the attachments . The porch was not sold. We will not side the porch or give you a credit. If you would like a quote please call the office and we can get you a price.

   

  Customer response

  05/09/2023

  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.
  
  This isn't a resolution. Your company offered to side my house for a fixed price. The amount that was required to side my house was determined by your company with no exceptions in the contract. Had I known that my house would go partially sided I would have never chosen this service but that was never made apparent to me in the contract or in any of the conversations I had with the business representatives. This is clearly going in circles. I was hoping I could find settlement through BBB but it's now looking like I may have to take legal action to find a resolution here. 
  
  Regards,
  
  *****************************

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 24th of 2021 around 7pm in the City of Milwaukee, It was raining and the winds were high. The tree in my backyard got torn down by the winds causing damage to my home. The damages were to my back porch, roof, window, gutters, electricity panel box, electricity on the door bells, fence and my garbage cans. On the next day, October 25th 2021, we put the claim in with the ************************** on south 13th street. Since then I have been getting the "run around" with the company and have spoken to at least 7-8 people in regards to who is going to help with my claim, fix the damages and when. Allstate took a few months to respond to my claim and contacted me in September of ***************************************************************************************** to fix the damages. They also had Window Depot (located at ******************************************************************************************* phone number: ************) contact me and they came out to look at the damages. Window depot's estimate and findings were different than Allstate's claim that was put in. Which leads me to believe Allstate is delaying the payment or even refusing to pay all while I have been a customer for over 10 years. *********************************************'s total to fix the damages was $32,700 and asked for a deposit of $16,550.50 that was given to them through cashiers check to be able to start fixing the damages. I was told they were going to start between October through December of 2022 weather permitting. They then made me believe they were going take care of the situation by having materials and a dumpster delivered on the first week of October in the front yard of my home without my knowledge. The materials and dumpster sat on the front lawn for about 3-4 weeks with no workers in sight and no call and was later told they would come on the week of November 7th of 2022 by me contacting them.I am very frustrated. This incident has mentally, physically and financially effected me dramatically. I believe they are taking advantage of my disability because I am legally blind and have been diagnosed with stage 5 kidney disease. My home is a duplex and I live in the upper and was anticipating to have the downstairs rented out by November 2021 but because of the whole situation I knew it is not safe to have renters walking on the back porch without someone hurting themselves.I no longer want their services. I want a full refund including my materials. From Allstate, because of their negligence I had to file hardship program because the second income is not available to me I've been paying two heating and electric bills because its vacant. I want them to pay me the rent I have lost since November of 2021 to present or even until this matter is resolved.

  

  Business response

  03/24/2023

  We are very sorry for the delay's in your project. As you know when we came out to install your roof we found two extra layers, one was cedar and the whole roof needs to be re-decked. We have been working with your insurance company to try to get the funds to cover the extra work and materials. Per are contract this was unforeseen due the the hight  and pitch of your roof. We can not move forward until you or your insurance company agrees to the extra charges. Please feel free to contact me if you have and concerns or questions. 

  Thanks **********;

  

  Business response

  03/30/2023

  As the customer knows we did rush order her materials to be delivered as soon as possible due to the storm. We purchased the permits needed for the dumpsters and purchased the materials needed to complete the tear off of the roof. Our crews were already pre booked with other jobs, but again since the storm had damaged this customers home we were trying to get a crew out to install. So we were able to get a crew to the job site in early November. The crew set up all the ladders and gear and got on the roof, started to tear off and they realized this is not a 2 layer tear off as the insurance quote and inspection called for. They found 2 additional layers of asphalt shingles and a layer of cedar shake roofing, each layer on this huge home weighs almost as much as a semi truck. With the cedar shakes being found the gap between the roofing boards exceeds this shingle company's warranty and the entire home needs to be re sheeted with new OSB across the entire home. The crew immediately stopped the work, informed the office and we informed the customer that we found a major unforeseen problem that requires an additional $12,000 to cover the cost of the lumber and the labor to remove twice the roof we though we needed to replace. Since this was an insurance claim we have made many attempts to the insurance company to help this customer get the money to pay for the extra work they could not find in their inspection. If this customer had an additional $12,000 as we requested we would have ordered and purchased the wood and proceeded with the job. We have been patiently waiting for the insurance company or this customer to confirm someone will pay the additional labor and material that is needed to properly compete this job. We also had the same crew come back within a short time after this day and we purchased and installed commercial grade tarps and covered the entire roof at no cost to try to help while we wait to get a agreement to pay for the extra lumber and labor. The materials for the roof are currently now in my warehouse, as soon as the customer can agree to pay with insurance money or her own money we can proceed. If this customer does not wish for us to install the project or she cannot come up with the additional funds needed, we can subtract the cost of the materials, labor, permits, dumpsters and emergency repair from the deposit and have the materials delivered to her home and we will refund the difference. We would prefer that this customer contact her insurance company and get the funds together so we can proceed. Thank you

  Customer response

  04/05/2023

  I greatly appreciate your response. It makes me very frustrated with this whole situation.

  To start off, nothing was torn off from my roof and if the workers were at my home, no one notified me and no one seen them. The "commercial grade tarps" that you say were put in are in fact NOT a very good quality and have been flopping off my roof since November. My neighbors have had to deal with the tarps banging on their home and in addition when it snowed, the snow has fell off my roof onto the neighbors roof and gutters making loud crashing noises startling her, her toddler and myself. Two days after the tarp was installed I contacted the business (*****) Window Depot to notify them the tarps are dangling and flopping between the houses. It's not very safe for anyone to walk in the walkway between the houses, anything on my roof can possibly fall on one of my neighbors head and I do not want that to happen.

  Secondly, in regards to the amount of money you are asking for -- that makes no sense to me. I was told and have proof in emails and a cashiers check. The total being charged through my insurance should be between your company and my insurance that is the reason WHY I have insurance. I will also be reaching out to Allstate to confirm how much my insurance has given you because after going through my emails there's proof they have paid for things directly to you. Initially, I sent you a deposit of $16,055.50 which I never got a receipt from your company BUT I have my proof of cashiers check that it was sent to you. We read in emails between Allstate and your company that after the Deposit was given you were supposed to start the job. In those emails Allstate asked numerous times for pictures of progress which were ignored. Since then, both myself and **** from Allstate haven't heard from ***** since November. I do not understand where you are getting the extra $12,000 needed if in the contract that was made between your company and myself (Allstate) it was said to give a deposit of $16,055.50 and the other half is given upon COMPLETION of the job. Why would I pay the total amount when nothing is being done? Your business lacks a lot of communication skills. In total you are really asking for my deposit -- $16,055.50 which you should have gotten PLUS another $16,000 PLUS the $12,000 is that correct? 

  I had notified the Sales Representative that I had a visual impairment and at stage 3 kidney disease since then I told **** a phone call or a text would be perfect to contact me as my cell phone has voice over that reads the message to me. Instead, they do the opposite and send emails that I cannot access until someone reads them to me. 

  This storm happened October of 2021 -- not sure which one you are referring to. It has been a very long time since then, almost two years this October and nothing has been done. First because Allstate would not approve a complete tear off and I am aware they now did approve it in September of 2022. ****, **** nor ***** are no longer working for this company and no one ever reached out to me to let me know as they were the contacts for my project. Hence, again no one takes accountability of why I was not contacted. I was the one that reached out and left numerous message and no one returned my calls. I finally found another contact -- *****, on Tuesday February 28th who texted me and stated she would have answers by Friday March 3rd regarding my contract. No one contacted me until I received another text March 15 -- stating the owner will call me that same day at 1pm. Because the business has been so inconsistent and unorganized with communication, I honestly wasn't expecting a call as I had appointments to attend. However I did call them back as soon as I was able to. The owner was cordial in the beginning and then proceeded to harass me and say in angry tones that if I didn't come up with $12,000 extra that he wouldn't start my project and that my deposit of $16,055.50 will not be returned -- proceeding to say I will be in a condemned home with my house falling apart and living on the street which is very unprofessional if you ask anyone in my opinion.  

  At this point I want receipts and invoices on what you have "spent", the amounts of money we have given you between myself and Allstate, the pictures of the progress you said you claim to say have made , the dates and times you say your crews were at my home because again, no one notified or even let me know they were at my home. You cannot subtract the costs for materials, labor, permits, dumpsters and emergency repair from my deposit because nothing was repaired in the first place and secondly, nothing was used for MY project other than the tarp that was installed per my request that again two days later fell apart and has been since November. 

  I do not trust window depot because they cannot put a tarp on correctly and is causing more damage by banging on the houses. I am not being ungrateful but as a paying customer I wish the service was better, professional and for me to not be treated so badly -- it makes me feel verbally abused and neglected. 

   

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************;

  
  

  

  Business response

  04/06/2023

  you singed a contract with Window Depot and we received your deposit check on 9/23/2022. I have attached a copy of that contract which was for a two layer tear off and install new shingles. In November I set your dumpster and materials for install. I have complete text messages from you and me setting up the install. When the crew came out they started to remove the old roof and found 3 layers and 1 layer of cedar shake. At that point your job was stoped, due to the extra layers and the fact that now the whole roof needed all new decking. This was not a part of the contract. I texted you this information and turned your job back over the Sales manager. The extra work and materials is the ********* we are asking for. I attached photos of the 4 layers and the tarps we installed until the added work is payed for. 

  Thanks **********;

  

  Business response

  06/13/2023

  I have reviewed Ms. *********’s contract.  That contract was for a roof replacement. The contract provided for “Silver Package.” That Silver Package, as specified in the contract includes a “2 layer tear off.”  The home had three stories. Without destructive testing it would be impossible to know that Ms. *********’s roof had 4 layers total.  In addition to the two layers of shingles, the most anyone would expect to be on the roof, there was an extra layer of asphalt shingles and an extra layer of cedar shakes. Additionally, the plywood underneath all those shingles was damaged and needed replacement. Window Depot ordered materials and was ready to begin work within the time specified in the contract—16 weeks.  But because of the additional layers that needed to be removed, two more than the contract specified, Window  Depot requested additional money for the tear off of the additional layers and the replacement of the plywood. Ms. ********* declined.  Window Depot is willing to return the money paid by Ms. ********* minus the commission paid to the salesperson in the amount of $1,605.55. 

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in August 2017, I contracted the Window depot of Milwaukee to install windows and do a complete tear-off and roof replacement. Window Depot subcontracted the roof job, without my consent or knowledge, to Arrow roofing Contractors out of *******.Arrow left the job unfinished for 2 weeks, which lead to extensive interior water damage. After involvement from you at BBB and a friend at TV6-***** got W.D.of **** to respond and get the roof job completed. The roof installation came with a guarantee of unknown coverage. Widow Depot of ****. payed for damages, reluctant to compensate for any inconvenience.The roof was later found to be installed incorrectly(summer of 2019) and the flashings around the skylights and chimneys went bad and leaked again into the interior causing damage.I tried to call and complain that the roof was not done properly and needed to be fixed at around Oct 16th, 2019. ****** took the call and later hung up as she refused to offer assistance to look at the broken window seal and leaky roof flashings as I demanded help. Since the leak was so bad I personally caulked what I could and called another roofer who came out twice. Once to repair it temporarily to get through winter, and later in April of 2020, to do a complete tear-off of the flashings around the skylights and 2 chimneys. I have bills I can take photos of and videos of leaks and damages.I again called asking ****** to get **** on the phone, to ask for window replacement, and to reimburse our household for damages and the repairs that they refused to address. ****** again hung up as I demanded restitution and the replacement of 2 windows with broken seals, which the windows come with a lifetime guarantee.Today I have become so fed up with businesses in ******* treating its customers so poorly that I reached out to you at the BBB to solve this without attorneys as they just bleed people of money and fail to resolve real problems, creating financial ones instead.I ask BBB to contact the owner. Make sure he personally inspects the home, its damages, pays the repair bills, replaces bad windows, a40 .d reimburses the household its money for the damages, expenses, time, and inconveniences .This business should not be in business with the practices they use and hide under. I ask for help or again or it's back to TV6-go public and not give in to shoddy and shady contractors. I will complain on yelp-****** and retain an attorney to *** for 3x damages if not resolved satisfactorily to this household by the BBB of Milwaukee **. I can be reached at ************************ Thank you, ******************************* at ************

  

  Business response

  12/07/2022

  ******************** worked with are company attorney and signed a release of claims. I will have are company attorney contact him.

  Customer response

  12/10/2022

  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.
  
  I agreed to them completing the roof job that had a hole of 12x20 plus 2 uninstalled brand new skylights, and that the skylights were excluded from warranty-Velux has their own warranty.  Flashing is not skylights.  The skylights have a warranty from the manufacurer once again.  The leaks are AROUND the skylights...the flashing...its also the Chimney flashing.  Flashing and skylights are two different things.  Also this does not address the fact that I have 2 windows not skylights with bad seals that have nothing to do with roofing.

  TADA=Neither have anything to do with the skylight exclusions.  

  I am appalled that the BBB is a membership org. that supports shoddy businesses to practice business for a small union fee.  This is how things get resolved effectively?

  Fix the windows.  Reimburse me for the flashing replacement.  Both have warranty that have **** to do with skylight issues; which in fact was a 12 by 20 hole in the roof and fact that the skylights were never installed for more than 2 weeks.  See attached repair bill...with more to come.

  I ask you, would you want a hole in your roof 12 feet by 20 feet for 2 weeks in September?  Would that not disturb your household?  Oh by the way...its rained, so skylights have nothing to do with any release of flashing  and other poor workmanship.

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

  

  Business response

  12/12/2022

  In the release of claims that you signed back in 2017, you have already been reimbursed and when you signed off on your release of claims, we have no further duty. As far as your windows, unfortunately the manufacture ( Vista ) has went out of business as of January of 2019. Since the manufacture is closed there is no-one or nowhere to obtain replacement parts. Window Depot USA is not a manufacture as with the manufacture being out of business, we have no further duty or have abitly to repair/replace. Thank you

  Customer response

  12/13/2022

  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.
  
  [Please type your response here.]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.
  
  I see nothing is attached.  "Once again- BBB only cares about the businesses" and not the people who are harmed.  Time to go public on every board, source and retaining another attorney as, both contractor and now the **** branch of the bbb are contributing factors on not fixing problems for consumers!...Did you see photos if not I have plenty to show for damages. 
   As one with mental disabilities, to be taken advantage of-by contractors, the BBB or any threat of an attorney, is not going to be preceived well in public, by judge jury or any court.
  Any contracts or settlements are not binding when someone suffers from disablities therefore any wavier of responsiblity is void.   Attached are more photos and bills.
  
  Regards,
  
  ***************************

• Initial Complaint

  11/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  August 25 date of purchase ******* was price and was paid

  

  Business response

  11/23/2022

  ***************** purchased a Storm door to replace a security storm door. We installed the door however the existing frame was not storm door ready. we installed this on a opening with no existing entry door. This was a custom door size. The door did come in with some damage and a new door has been ordered. When we come out to install this door we will make the opening storm door ready. I offered to do this last week. but she had things she needed to do. I did send her a email with a update on the status of her service. At that point she asked for her money back. and wants her old door re installed. We do not keep the product we remove. I am sorry and as soon as this new door arrives we will make her service a priority. 

  Thank you

  ***** P 

  Production Manager

  Customer response

  11/29/2022

  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.
  
  [Please type your response here.]
  First id like to know what storm door ready means ..there has been a storm door there over 60 years...I kept the old storm door ..and I keep getting the response it was destroyed. The one day you asked to have someone come over ..I could not be there that day and than I heard nothing from you until I called a week later. I'm sorry this turned out like this but I have no interest in having a new door installed by you because of the way the first one was installed.you can take the door back and recoup your loss for it from the manufacturer. All I want is the door taken back and return my Moms money. I will have someone put the old door back on.
  Regards,
  
  *****************

  

  Business response

  11/29/2022

  Hi ****,

  We understand how you feel, we agree that the door has service issues that are manufacturing related. Which is why the manufacture is sending us a new door for Free as the issues are again factory related. You are denying us access and breaching our service agreement. We can not refund your money and walk away as we have already paid for the door, installed it, came to service and placed a order for a entire new door. Here at Window Depot we do not refund money, we simply stand behind our work and remain willing to replace the entire door at no cost to your mother.
  
  Thank you,

  Customer response

  11/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************
  

*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. ↩