Business ProfileforWindow Depot USA of Richmond, Charlottesville, and Fredericksburg

I would think twice about using this company. I started my window repair process with them on August 30, 2023 and the work just completed on December 22, 2023. I was given the usual excuses of supply chain shortages, etc. But this wasn't the issue. First off, I was given a quote for the windows. I agreed on this price and paid for the windows after they went and looked at ***********. To my surprise, I was contacted later on telling me that I would have to pay an additional $864 because the window hey have to order is different. This is where the problems really began. They visited *********** on 2 occasions to repair the windows. The first time, they window was the wrong size. Then the second time, they said the replacement window was defective so they had to reorder once again. I asked them if there would be a possibility of a discount, but was only told that wouldn't be considered and option because their prices are already pretty low. What about the price of being inconvenienced by your company? This wasn't taken into consideration at all. Proceed with caution when working with this company. I have still yet to receive an apology for being inconvenienced by them. I can't get back my vacation days I had to use to let them in ************ 3 times why they attempted to do their window repairs. We also had to remind the technicians to put clamps on the window when it was finally installed. They had to call another truck to bring the parts they needed because they didn't have them with them. Another hour wasted waiting for this. For the price I paid for these windows, no matter what they say, the price wasn't reasonable at all.

On page 1 of the customers contract it stated, Current estimated installation lead time is about 8 to 12 weeks. Lead times may vary. This customers job was completed 16 weeks after the initial contract was signed, and 12 weeks after an addendum was signed changing the order. Once a contract is signed, it is our standard practice to send an installer to review the project and take exact measurements, so we know what to order to make the project go smoothly. This customer originally contracted for one replacement style window. At the measure appointment, the installer noticed that the new window was part of a two window set. If we installed one replacement style window adjacent to his existing window, the two would look different and we didnt think the customer would be happy with the end result. We informed him of this situation and offered to amend the contract to install a new construction style window instead, which would result in the two windows looking much better together. The cost difference was $390.60, not $864. The customer agreed to this and signed a contract addendum on 9/25/2023. Unfortunately, we did have a problem with the window that arrived from the factory, and we had to reorder it. This happened once, not twice. The clamps that the customer referred to in his complaint was a tilt mechanism in one of the locks. The tilt mechanism wasnt working properly. Instead of scheduling a warranty service appointment for a different day, the crew called for our nearby service team to bring them one. This is not a part needed for window installation; therefore, it is not uncommon that the window installation crew did not have this service part on hand. Calling the nearby service team to come the same day saved the customer from having to schedule another visit to replace the tilt lock at a different time. It is not our company policy to offer discounts or any other form of compensation when products need to be re-ordered. We offer our customers fair pricing for quality products and professional installation. If a reorder is needed for whatever reason, we do that as quickly as possible and install as soon as the new items are received. If a customer doesnt understand that, then quite frankly we would also recommend that they use another company. We dont appreciate customers threatening to write bad reviews if we dont provide them with a discount.

I did not threaten to write a bad review because you didn't give me a discount. I told you I was going to write you a bad review because of the terrible service I received from your company. You say that your prices are reasonable, but regardless of that, the service I received was terrible. If I knew all of this information upfront, I would have went with another company indeed. Be aware. Window Depot is living off it's past reputation and appears to be going downhill when it comes to caring about customers. Their reply shows exactly what I'm talking about. Telling a customer to consider another company is very arrogant.