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Consumer Complaints

BBB Accredited Business since 02/10/2012

The Window Depot, LLC

Phone: (813) 650-1354Fax: (813) 877-7357

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
04/25/2014Problems with Product / Service | Read Complaint Details
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Complaint
Window Depot installed windows and sliding door in December. Doors are not installed correctly and have been unable to get problem resolved.
Windows installed on Dec 13, 2013...Sliding doors on Dec 14, 2013. Model number ******* Job number XXXXXXXXXX. Sales Rep - ******** Payment amount - $5595. Payment method - check.

The first issue was that the handle on the outside of the slider stuck out so far that the screen would not close. After 2 1/2 months of unanswered phone calls,they sent someone to remove the handle and put a plate over the opening. Now we can close the screen but cannot open the door from outside.

After trying to reach ****, owner of the company, and leaving unanswered messages, we contacted PGT, the manufacturer of the doors. We spoke with ***** ********* She asked that we email her some pictures of the doors so she could see what needed to be done. She called back to tell us that the doors were installed backwards, they had installed the wrong screen, and failed to install some blocks that cover the opening in the top corner of the sliders.

The gap between the screens and doors is so large that we still cannot open the sliders because geckos by day, tree frogs by night, and bugs all the time come in. We have had four geckos and one frog in the house. They are coming in through the openings at the top of the doors. The door does not need to be open for them to get in through this opening.

***** was to contact **** and discuss the problems with him and explain what needed to be done. It has now been weeks since we contacted PGT. We have made several calls to Window Depot only to be told **** was not in but would return our call later in the day or the next morning. He has not returned any of our calls. We called ***** at PGT, left a message and it has not been returned.

All we want for either Window Depot or PGT to properly install the doors and install the right screen. We have been trying to get this issue resolved for months now and have received no co-operation from either company.

All of our request are in accordance with the contract and warranty. We also did not receive a copy of the building permit which the contract states would be provided.

We are contacting the BBB because we the frustration has caused our patience to reach its limit. It is obvious that both Window Depot Tampa and PGT have decided to ignore us and hope we will go away. Any assistance that you can give us will be greatly appreciated.

Thank you for your assistance,
***** ****** and ****** ******

Desired Settlement
We want the sliding doors fixed and the screens replaced with the proper one so we can use the doors and keep the geckos, frogs, water and bugs from coming into the house. We can also feel the hot air coming in the openings in the top corners of the doors.

Business Response
This response was provided verbally to BBB:

We have been in contact with the customer regarding this situation. The issue is with the door manufacture PGT, they were supposed to go out and inspect and the customer got frustrated that they did not show up. The customer said he would remove the complaint.

Consumer Response

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BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.