Complaints

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were going to order a door from Window Design Group. We signed the quote. The quote guy quit (Kevin). The general manager (Tony) contacted us saying that the quote was no good and they were going to add more $$$ for less product.. We canceled the contract because they changed it. That day they had taking over $2000 from our account without asking. They made an electronic check without our knowledge or permission. They said it would take 10 days to issue a check. It took more then 10 days it took 3 weeks. We take the check to the bank and it bounces. They say they had a problem and had to stop all checks. It is good. So we redo the check... It bounces again. Now it is $30 for bounced fees at our CU.

  

  Business response

  07/10/2024

  We had a contractual agreement w/ the customer. Once commenced we decided to void the cotnract and refund the deposit collected. Fraud was on our account and the initial deposit did not clear. 
   
  We informed the customer prior to their bank informing them. We told the customer to either resubmit it or we could wire transfer the money ASAP. The customer never replied for several days. We then heard they were resubmitting the same check again, which was returned. 
   
  We are now just sending them a cashiers check in the mail as they refuse to reply to us regarding a wire transfer which would be immediate. 

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Do not trust this business with anything important, get your windows from anyone else. Horrible product, process and customer service. These folks delayed a big remodel project by over 2 months. Offered no discount or resolution other than just delay. Poor follow up, poor execution. I wish I had never done business with this business.

  

  Business response

  02/20/2024

  The customer reached out to our company regarding a vendor warranty issue. We immediately acknowledged his complaint and submitted all the information to the manufacturer.
  
  The manufacturer is covering the material cost to replace any issues, however the labor is not covered. There is a minimal service fee that is the customers responsibility.
  
  The customer has filed a BB complaint because they do not feel that they should pay for the minimal labor service fee which is spelled out in our warranty/installation guidelines on our website.

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had window design group replace 8 windows, 2 sliding door and a new construction window in July of 2020! I paid over $8,000, for all the work! I found it to be a great deal! Everything was fine until this years rain! I have my new construction window leaking from the center top of the window, I also have both sliding door leaking, one from the bottom and the other has damage all around the door! I had another window company come out to assess what’s wrong! Do to window design group, telling me it’s going to cost me 175 dollars to do a leak test! I already know it’s leaking! The other window company within minutes told me the sliding door has no sill pan at the bottom of the slider and my doors are retro fit and should be new construction doors! My doors are installed wrong, also they’re not anchored with the right screws! My new construction window has cracks all over the stucco outside, and we’re not sure if they used flashing or did the appropriate installation! Every time I make an appointment for someone to come out to assess our situation they cancel due to rain! The perfect time to come! Window design group strives to be the best, and they’re a family business, that promotes their lifetime warranty!

  

  Business response

  03/16/2023

  Hello we are very sorry about the leak you're experiencing and will address this asap and correct it. Unfortunately we do not work in the rain as a window company, our crews have to work from the exterior for any fixes. Please call ###-###-#### and ask for Tanya our GM if you have any further help you require.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. At the end of October 2022, we hired Window Design Group to replace two windows in our home. We were billed for a down payment and we paid. We signed all of the documents in docusign. 2. December 26, 2022 the windows were delivered. However, the inside frames to the windows were not installed because we were told that they were delivered to the warehouse broken. Consequently, they had to be reordered. 3. We tried to contact the Window Design Group to find out an estimated date when we could expect to receive the frames to the windows. The company either did not pick up the phone or we were greeted with a nasty person. 4. Finally we were contacted and told that we would get the frames to our windows on March 1, 2023. 5. The installers brought some wood for the frames of the custom windows but it was the wrong wood. Not enough wood for the inside frame, as there is a large space between the window and the wall. 6. Called the Window Design Group office to report the issue. Kept a very calm voice when reporting the problem to the office staff. The receptionist who answered the phone was officious and would not let us explain what the problem was. 7. In the meantime, there have been several rain and wind storms. It has been cold in the house, as a result. The windows are an eyesore to look at because of the green foam/insulation around the windows. 8. We have been billed for the entire amount due. However, we do not want to pay it, as we still do not have a completed product, as was contracted for in the docusign documents.

  

  Business response

  03/01/2023

  We apologize for any inconvenience this may have caused. Our General Manager, T****, will be available to assist you tomorrow. You can reach her at ###-###-####. Thank you for your understanding and we look forward to resolving any issues you may have.

  Customer response

  03/02/2023

  
  
  I am rejecting this response because as you can see in the .jpg attached, after five months we do not have a completed project.  The installers came out the first time to install the windows and claimed that there was no frame for the windows because they were damaged in the warehouse.  The second time that they came out to our house to frame the windows, the installers said that they could not frame the windows because they did not have the inside frames.  Presently, the wind from outside has been blowing into our house.  We have tried to tame this situation with towels. Today, March 2, 2022, my husband, Ken Wiener, tried to call the manager, but she was out to lunch and there was no way to contact her.  Additionally, the company is asking for the remaining $7,000.  We will not pay this money until the job is completed.  We do not believe that we are being unreasonable here, as we entered into a contract on October 28, 2022 in good faith.  Insofar as a grade for this company, we believe that an "F" is more than kind considering the lack of contact from anyone at Window Design Group, the irresponsible behavior of management, the nasty receptionist, and inability to complete the job. 
  
  Regards,
  
  L******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  03/04/2023

  Hi Lorraine, if you could please call and ask for our general manager T**** on Monday, we will look forward to getting you resolution and your job completed.

  Customer response

  03/06/2023

  
  
  We are rejecting this response because we spoke to T**** on Friday and she said that she would be calling us, as she has a busy schedule.
  
  Regards,
  
  *** and L******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Filed warranty claim 1/19/23 to report leaking & condensation on vinyl windows bought from Windows Design Group (WDG) 2/1/17, installed 10/10/17. Lifetime warranty includes labor per signed agreement & warranty docs supplied. 2 windows have major leaks flooding window sills & floors; 7 windows have condensation inside double pane. WDG refuses to schedule warranty inspection without $175 trip fee. Per Magnuson-Moss Act, neither document identifies in limitations or exclusions that service fees are charged for warranty claims; only a $150 max IF deemed NOT a warranty issue. When I relayed this with document copies, they cited fees were per a service agreement they emailed on 1/27/23 that was NEVER a part of my signed agreement or warranty. Despite contract instructions to file warranty claims with WDG & multiple emails 1/19-2/8/23 to request inspection, they refuse to honor warranty terms without payment. On 2/8/23, manager Tanya Bramson told me to contact manufacturer directly for results instead of honoring their written warranty. Filed claim with Alside today after heavy rains last night cause same leak. Even though they refuse to inspect, they have preempted warranty denial & additional costs by advising me that caulking issues are not a warranty covered item. It has been 5 years since original installation & industry standard, professional grade caulking for exterior window has a expected life of 10-20 years. Whether root cause is a defective window or improper installation, it's WDG responsibility to honor warranty as agreed. I paid $8653 for 13 windows/1 slider &have a reasonable consumer's expectation to have windows last 20+ years WITHOUT LEAKING, keep rain & weather out, and that professional grade caulking & materials were used. Lifetime warranty on labor was their main selling point over competitors. If they don't honor written commitments once paid, then these are deceptive warranty terms and a breach of warranty and merchantability.

  

  Business response

  02/27/2023

  Hello we will respond to you shortly can you please email *******@windowdesigngroup.com so this can escalated. we apologize for any inconvenience and want to ensure we get you taken care of 

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a terrible experience with Window Design Group and would advise anyone against doing business with them. After paying a deposit for their services last year, I was left completely in the dark with no communication from their sales rep, Kevin Bowers. Despite multiple attempts to contact him by phone and text message, he never responded to any of my messages. As a result of Kevin's lack of communication, I reached out to Window Design Group's phone number and was met with an unhelpful receptionist. Even she had trouble reaching Kevin, and eventually, she provided me with the contact information for his manager, Chris Margott. However, my attempts to reach Chris were also unsuccessful, with no response to my calls or texts. It's been a while since I've heard anything from Window Design Group, yet they have not refunded my deposit nor delivered any of the services they promised. It's a clear case of taking money and failing to deliver.

  

  Business response

  02/21/2023

  Hello we are sorry you are having trouble reaching your sales person, please give us a call at the main office at ###-###-#### or email us *******@windowdesigngroup.com and we can definitely assist you right away. We are open Monday - Saturday 

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2022, we ordered doors for our home from Salesman, J*****. After measurements by WDG, J***** informed us that they recommended we change the doors to the original size. The order was placed early April 2022. The order was for 3 sets of exterior doors. 2 of the door sets were French doors. WDG was to secure permits. Several weeks later they informed us the city required a structural engineer plan. Per WDG request, we engaged a structural engineering firm to do plans for our bedroom doors. The doors did not become available until December 2022. On January 18,2023 they began installation of all doors. On January 20th the city inspector came to review the progress. He was upset that WDG did not follow their submitted plans. He required they either follow the plans or submit new ones that complied with structural requirements. We have been waiting since that date with unfinished doors and openings in our home! On 2/10/23, T**** ******* informed us they had new plans. We scheduled another inspection for 2/14/23. The inspector was not happy as no one from WDG was present nor did the revised plans suffice. We gave paid over $16,000! They have lied about several things. We want this completed and no additional cost to us.

  

  Business response

  02/16/2023

  Hello our general manager t**** ******* is requesting the customer to call her directly at ###-###-#### and she can have resolution. She is waiting for inspector to approve plans. this is actively being worked on with city and window design group. 

  Customer response

  02/16/2023

  
  
  I am rejecting this response because: we have been communicating with Ms Bramson for months and most recently a few times a week.  Until such time as we have doors in place, walls replaced and our home returned to some sense of normalcy, this is no closer to being resolved today than it was 4 weeks ago.  while I appreciate she is attempting to work on resolution, as senior citizens, we are not satisfied by both the lack of urgency, the inadequate communication and the back and forth with blame throwing by Window Design.
  
  Regards,
  
  K**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  02/21/2023

  We are actively working with the city, we are putting all available resources we can to ensure the city approves this asap.

  Customer response

  02/21/2023

  
  
  I am rejecting this response because: we have been hearing this for weeks now. It’s the same response. I am no closer to having doors fully functional than I was a month ago. In the meantime, there is a storm coming we have one set of doors we can’t use at all and our second set of doors that don’t want to close properly. My husband and I are seniors and I think this is totally unacceptable. We have been debating with this company for weeks about what needed to happen as the next step with the city, and they kept acting as though we were ignorant, and didn’t understand. Finally, only yesterday did my husband get a response from them that was quasi-intelligible. They are the worst. No customer service, Rude and consistently implying that all of the problems were with the city and that they took no ownership or accountability. Would never recommend them to anyone under any circumstances. 
  
  Regards,
  
  K**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered two replacement windows. one small and one very large window. When the windows where being measured I asked the person who was measuring if he needs to measure the window from the outside also and he said No. On December 29th 2022 the installers came out to install the window and the company charged us $1,838.22 for installing two windows. The larger window did not fit due to wrong outside measurement. The window was never installed and was taken back to reorder new one. The company refuses to refund us the price of the larger window until it gets delivered and installed. I have called the company at least 6 times and every time they place me on hold the hang up. The contact states they will charge me the balance when the windows are delivered and installed.

  

  Business response

  01/13/2023

  Hello our manager tanya wanted us to relay this and said the customer can call her anytime at ###-###-####: "The client signed a contract, when we went to install line #1, we learned it was miss-measured so we needed to refund the balance on this window. However, our accounting team refunded the wrong windows (there are 2 on the contract). The customer informed our office as long as he gets the correct amount back ASAP he is happy and will wait for his window.
  

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WDG will not complete FULL installation of my Family Room door as documented at the point of sale. **Please see the enclosed Issue Summary and supporting documents**.

  

  Business response

  09/07/2022

  Hello, the customers city required a structural engineer during the permit process and the engineer and customer made an agreement to work together. We are not licensed engineers nor did we complete / approve any engineering work, that is between customer and the city and the engineering team. We are the door and window company, anything structural is beyond what we can approve thats why the city requires a license engineer. When we arrived at customers home to install the product, we realized the had plumbing in the walls that would not allow us to install the door. We need this taken care of by a licensed plumber as none of our work includes plumbing as again, we are not licensed for plumbing and would never be allowed to do plumbing work. Once customer has plumbing issue resolved with a licensed plumber we can continue our portion of the project.

  Customer response

  09/08/2022

  
  
  I am rejecting this response because: On 11/19/21 (pre-contract), we discussed our desire to install a large slider/bi-fold door with your Sales Rep but that we were hesitant from a scope (structure, proximity/impact to master bath, etc.) and budget perspective. We wanted to be sure that the company we selected would perform the COMPLETE install end-to-end. Your Sales Rep assured us that WDG was highly experienced with these type of installs and that what set WDG apart from others was that YOU could do ALL THE WORK IN-HOUSE. We followed back up IN WRITING with your Sales Rep on 11/24/21 (still pre-contract) to re-verify and to confirm that the scope/pricing was ALL INCLUSIVE and your Sales Rep responded, “The price of the large door includes everything except the city fees which we would pay and send you the receipt for reimbursement".  I am including a copy of our email as proof of conversation. Based on this, we opted to move forward with WDG for our project. We understand now (after the fact) that what your Sales Rep told us and ultimately sold us was untrue (and falsely advertised) and are asking that WDG now reimburse us for the additional expense we are now having to incur as a result to the error in order to have the door installed.       
  
  Regards,
  
  N******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  09/09/2022

  What all inclusive means and our contract clear states is anything we can visually see and quote and is within our license capabilities. Our contract clearly states that anything unforeseen (once we open a wall) we are not responsible for. Unfortunately we are not licensed plumbers and our contract very clearly states all of this. Once the customer has the work completed by a licensed plumber / general contractor, we will immediately return to finish our work.

  Customer response

  09/09/2022

  
  
  I am rejecting this response because: WDG needs to honor what your Sales Rep advertised to us, "The price of the large door includes everything except the city fees which we would pay and send you the receipt for reimbursement." Bottom line, we would not have signed a contract with WDG had we known this statement and the reference to all work being done in-house (licensed or non) was false. We will be working to secure plumbing bids, but will NOT proceed with having WDG complete door installation until there is agreement from WDG to reimburse us for the additional expense we are having to incur as a result of WDG’s error.
  
  Regards,
  
  N******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  08/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased automatic roller shades from Window Design Group (WDG) on May 10, 2022. I received a couple of quotes from the company for roller shades in my 2 bedrooms - one for blackout shades and then one for room darkening shades (all shades are manufactured by Norman). I decided to go with the room darkening shades as the Norman website shows them as blackout when closed, but can open to let in light during the day. The WDG representative I worked with on this purchase, J**** *******, told me that there would possibly be some light seepage with these shades after about three years of usage. I contacted the company after the shades were installed as there was a tremendous amount of light seepage from day one. WDG strung me along for a while and then finally told me that they contacted Norman about the shades. According to the response from the Norman rep they said this was normal and that there must have been a lot of sun on the shades to allow light in (ridiculous excuse since all windows get some sunlight - I took pictures at various times in the day and they look the same no matter the time) - I then expressed my concern that the Norma website was false advertising and likely showed the shades at night and that WDG should have known this and advised me before purchase - particularly since they knew I was concerned about room darkening. I then told WDG that their rep did not install once piece of the shades since he said it made noise. I asked WDG to have him come back and install that piece and they then said he did not install since there was no room (not true). They then said I could talk to Jenna about ordering something else (at my cost). I called/texted/emailed her multiple times with no response and her emails does not work (asked for a new one, with no response). I also asked multiple times to talk to the owner/manager with no response. They only emailed me-the receptionist would not let me talk to anyone about options/solutions.

  

  Business response

  08/13/2022

  Hello the shades our made by Norman USA to their specs and the vendor has confirmed all the findings on the customers product. However, if customer would like to speak to a manager we have one on staff daily to ensure a customer is never denied that access. Please reach out to our general manager T**** ******* on Monday 9am-4pm she will be in that day. 

  Customer response

  08/15/2022

  
  
  I am rejecting this response because: I called the company to speak to Tanya and was told, she, in fact, is not in today. They lied once again. I will call back tomorrow (as the receptionist claims she will be in tomorrow) but expect to get more of the same run around I have been getting since I had the issue.
  
  Regards,
  
  C******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  08/15/2022

  Sorry, yes, when we responded over the weekend, we do not know T**** would be out today due to a personal emergency, she called out of work this morning. The plan she informed us will be in tomorrow and you can reach her. 

  Customer response

  08/15/2022

  
  
  I am rejecting this response because: I will try again tomorrow to reach Tanya. Since I was not able to speak to her today, nothing is resolved.
  
  Regards,
  
  C******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

*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. ↩