Complaints

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Window Depot of Columbus at the end of June 2024 wanting an estimate on windows and within a few days they had send out a guy to give me an estimate and show me the products. I signed a paper stating I had 10 business days to cancel this order. The contract was for 5 windows and the total was $3800.00 I was told I needed to call and schedule a day and time for the workers to come measure the windows, So that is what I did. The guys came out to my home and measured my windows within a week of the estimate guy coming. The guys that came to measure the windows said they would take the measurements back to the warehouse and they were going to make the windows and they would contact me to schedule a day to come install them.. I waited and waited and finally I was starting to become concerned so I contacted the business several times by phone and ******** ********* and everytime I call and message them the receptionist answers and tells me she will send my message to the manager and he will contact me. Well NO ONE contacts me! it is October 29th, 2024 and I checked my credit card and it says there is still a pending amount of $3800.00 since July 8, 2024 and the only way for the pending charge to fall off of my card is for the business to Void it. At this point I would just like to get windows from a different company. I do not trust this company any longer and would like this voided so I can get windows somewhere before winter comes. This business has not tried to resolve this matter at all.

  Business response

  10/30/2024

  Dear *******,

  Thank you for sharing your feedback regarding your experience with Window Depot of East Columbus. We sincerely apologize for the inconvenience and frustration you have encountered. Your satisfaction is very important to us, and we are committed to resolving this matter.

  After reviewing your case, it appears that there was a delay in finalizing your information with the financing company. Unfortunately, the information was not properly entered on our end, and it wasn't until I contacted the financing team that I was able to locate your details.
  If you were trying to reach our office, I apologize for the lack of communication. Our records do not show any previous attempts to contact us, and our team is always committed to resolving any issues brought to our attention. We did receive your ******** ******* earlier today, and I regret that we had not yet opened for business to respond sooner.

  It seems that a sales slip was never sent to you by the third-party finance company, which prevented your order from being processed. We understand how frustrating this situation is, and we have already implemented new protocols to prevent similar occurrences in the future. Please rest assured that we have not received any funding related to your order, and it is not in our interest to delay your project.
  To resolve this matter, we can offer you the following options:

  1. I can contact the financing company to void any pending transactions, allowing you to seek windows from another provider with our deepest apologies for the inconvenience.
  2. Alternatively, if you prefer, we can have the financing company send you the corrected sales slip, proceed with the installation of your windows, and ensure you receive the service you deserve.

  Please let us know how you would like to proceed, and we will act promptly to accommodate your wishes.
  Thank you for your understanding, and we deeply regret the trouble this has caused.
  

  Best regards,
  **** *******
  *****
  Window Depot of  East Columbus
  

  Customer response

  11/01/2024

  I accept the business's response to resolve this complaint. and I choose the first option to void my contract and pending money on hold at the finance company please.. thank you for reaching out and i wish you the best in the future.
  
  Regards,
  
  ******* ********

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went into contract with Door Depot in March ************************************ April 2024 this door was installed. As the door was installed I told the workers that the door was the incorrect swing. The workers reached out to the office and the Office Manager gave me a call right away. She let me know if they had to remake the door they would loose money and they were a small company. An offer of $500 discount was offered and I agreed to take this. I have repeatedly called my sales guy (****) and the main office line. Only one time did someone answer and the office manager let me know they only cut a check was a month (this was in July). I informed her the intstall happended in April and I was still waiting. She said she would let the owner know. I have not heard anything since then. I should have not agreed to the discount so this could have been resolved in a different manner. At this point I would just like for them to complete their word and honor the $500 discount.

  Business response

  09/04/2024

  Subject: Response to BBB Complaint Window Depot/Door Depot Installation Issue
  Dear *****,
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We sincerely apologize for the frustration you have experienced regarding the installation of your front door and the subsequent communication issues.
  It is our goal to ensure customer satisfaction, and we regret that we have not met your expectations in this instance. We appreciate your understanding regarding our small business operation and the challenges we face. Did **** send you an addendum to sign? Also, I don't see anywhere that the swing of the door was specified on the contract.
  To resolve this matter promptly, we have escalated your case to our management team. We will be reaching out to you directly early next week to confirm the details of the discount.
  Thank you for your patience and understanding, and we apologize for any inconvenience this situation has caused. We value your business and hope to resolve this matter to your satisfaction.
  Sincerely,
  **** Johnson 
  Owner
  Window Depot/Door Depot

  Customer response

  09/20/2024

  I received an automated message that I should receive an email about the complaint I made. This was on Wednesday and I have not seen an email. 
  
  Can you please let me know how I can see the response from Doors Depot? 
  
  Thank you,
  *****

  Customer response

  09/20/2024

  Hi, my name is ***** *********, and I received a voicemail from you guys on Wednesday, or automated call actually, about my complaint being responded to, and it said I should receive something shortly, an email, and I never got it, and I had four days to respond, so I wanted to see how I can get that email and figure out what the responding company has said. My name is ***** *********, and it's S-C-H-M-E-L-M-E-R, and my phone number is ************. My email address is E-S-9-8-3-3 at ***********. Thank you very much.

  Customer response

  10/04/2024

  Good Afternoon, 
  
  Wanted to follow up on this. 
  
  Thank you

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roofing job incomplete, missing vents, called several times, first calls were answered but have not heard back in 3 weeks

  Business response

  06/18/2024

  Response to BBB Complaint:
  
  Dear Better Business Bureau and Mr. *****,
  
  We at Window Depot of East Columbus take all customer concerns very seriously and appreciate the opportunity to address the recent complaint regarding the installation of a vent in Mr. *****'s roof.
  
  On May 28th, 2024, our team arrived at Mr. *****’s residence to perform the scheduled work. Unfortunately, upon arrival, we encountered a situation that prevented us from completing the job. The homeowner was in the midst of having tree removal services conducted, which created a safety hazard and made it impossible for our technicians to access the roof safely and perform the installation.
  
  Understanding the importance of completing this work promptly, we rescheduled the installation at the earliest possible time that suited both parties. I am pleased to inform you that our team successfully completed the vent installation this past Saturday, June 15th, 2024. 
  
  We apologize for any inconvenience this may have caused and appreciate Mr. *****’s understanding. We strive to provide quality service to all our customers, and we are glad that we were able to resolve this matter efficiently.
  
  If there are any further concerns or if Mr. ***** has any additional questions, we encourage him to contact our office directly. We are committed to ensuring our customers' satisfaction and are always here to help.
  
  Sincerely,
  
  Josh J******  
  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Windows depot contracted to install a front porch ,roof , and railing. The steps have cracked and are falling apart where they connect to the porch and when the railings where installed steps are chipped. Also chips where boards removed after completion. The base of the porch is cracking also. The gutter system that was installed leaks and when it is freezing we can’t use out front door due to the hazard of falling. The roof leaks the gutter does not go down into the draining system around the house

  Business response

  06/10/2024

  Dear Better Business Bureau,
  
  We acknowledge receipt of the complaint from ******** ****** regarding the installation of their front porch, roof, railing, and gutter system. At Window Depot, we take customer satisfaction seriously and strive to ensure the highest quality in all our projects.
  
  We regret to hear about the issues ******** ****** has experienced with the recent installation. We have reviewed the concerns thoroughly and would like to address each point specifically:
  
  1. **Cracked and Falling Steps**: We understand the importance of structural integrity for safety. However, it is our opinion that in this case the steps and stairs do not pose a risk in any form and that the cracks that are being mentioned are simply stress cracks.
  
  2. **Chipped Steps and Boards**: As a continuation of the first point the issue here also appears to be natural and or expected break down of concrete.
  
  3. **Cracking Base of the Porch**: The structural soundness of the porch base is crucial. However, the cracks in the porch are once again simply stress cracks that are expected on concrete and in no way warrantied against.
  
  4. **Leaking Gutter System and Roof**
  Finally it is our understanding that after our project was completed **** ******* was hired to perform a complete tear off and roof install we can in no way warranty against someone else’s work that likely effected our job’s integrity.
  
  
  At Window Depot, our goal is to deliver excellent service and quality workmanship. We appreciate the opportunity to address these concerns and demonstrate our commitment to customer satisfaction.
  
  Thank you for bringing this matter to our attention. 
  
  Sincerely,
  
  **** *******
  

• Initial Complaint

  11/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  After the salesman obtained my deposit, I have been unable to contact anyone in the company by telephone. They did send two guys out to start, work was subpar(2hours worth of work), then employees sat in car for 2 hours before leaving. They also showed up at 10 am, which is a half day late for construction .I have text and called many times and also drove 30 minutes to their office, which was empty and no one was there during business hours. All voicemail connected to company is full and no reply to texts. I did talk to salesman Wednesday November 22, he assured me owner would call me on Monday November 27th.. it’s now Wednesday at noon and haven’t heard from anyone. I’ve missed 12 hours at my job (Forman union electrician). Lost wages and a massive headache. I’ve been saving for this repair for a while and had several bids. I chose them because the salesman seemed professional. They were not the lowest bid either.

  Business response

  11/30/2023

  I did speak with the customer on the 22nd, unfortunately the owner has been out for the last 3 days as he is an expecting father with twins on the way and the pregnancy is high risk. We did however come to a solution despite not being outside of our contract that we would allow the customer a refund with a 10% penalty as we had not only ordered the materials but also already started the job. This was the customer's choice and not a contractual break on our end and we want that to be 100% clear. We respect his choice thought we may disagree with it were willing to proceed with a refund and a 10% fee for our time.

  Customer response

  12/04/2023

  This all started because I was unable to reach anyone working for Window Depot after receiving my deposit on October 15th. After the 2 employees showed up at my residence on Monday Nov 20th at 10 am, ripped down my gutter, put up 10’ of crooked facia wrap, then sat in their vehicles for 2 hours before leaving.. I realized Window Depot were not capable of completing contracted work. After many attempts to talk to the owner, which I was promised several times which never happened, the sales man finally called me on November 30th. The owner was promised to call on the Monday prior to the 30th. I was told a 10% penalty would be deducted from my deposit, not made aware that the 10% was for entire cost of job until 12/1. Then explained they were still trying to see if they could get out of material order before issuing a check to me. The personal issue of an expected pregnancy for owner does not have anything to do with my contracted project. I was told job would be complete by thanksgiving, which worked for my personal obligations, this did not happen. Window Depot has cost me lost time at work and damage to my house, due to no gutters on the top eve of my roof. This company is definitely incapable of delivering on any obligations. I was told I would get a check early this week, and until then the issue is not resolved. I would like a check for $4050 with no repairs, or a check for $3600 and a replacement gutter for the one they removed, early this week
  Regards,
  
  ******* ********

  Business response

  12/04/2023

   We are more than capable of completing the work. Our crew showed up to start the job, began taking down old, dilapidated gutters as per our contract. Our team is on our payroll and have every right to their 1-hour lunch that's law and the homeowner should know this while touting a union card. Our crews start at 6AM as we service many customers. There was no communication until the following day from the customer when our team showed back up and he had begun doing the work himself which was also notably off level unlike what our team lead Aaron had done on his property. At this point the sheer fact is the customer VOIDED our contract by starting to do the work himself. He has been unwilling to communicate or allow us to finish the job. We are also stuck with a 15% re stocking fee on materials, and gutters were part of the contract. We are more than willing to release the remainder of the funds. We will either settle for a 10% fee, and we can all be done with this or unfortunately we will proceed with our attorney. 

  Customer response

  12/04/2023

  Agreed that this has gone on long enough. At this point I would be happy to get a check for $3600 early this week. 
  I accept the business's response to resolve this complaint.
  Regards,
  
  ******* ********

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window Depot in East Columbus have provided my wife and I with the worst service I've ever had. They've yelled at us over the phone, and permenatly damaged our home refusing to issue any money back stating we don't deserve a refund. It's also impossible to get answers out of anyone that works there. We have spoken to multiple people who never stated their position in the company clealry or gave us conflicting info on their exact position and they all proceeded to gaslight us and blame us for their mistakes and now they won't answer emails or calls. Their voice-mail is always full so you can't even leave a message. This doesn't even scratch the surface of the issues we've had.

*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. ↩