Complaints

This profile includes complaints for Windows Direct USA of Cincinnati's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Windows Direct USA of Cincinnati has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Windows Direct USA of Cincinnati

  10825 Medallion Dr Cincinnati, OH 45241-4829

  
• 

  Windows Direct USA of Cincinnati

  11260 Cornell Park Dr Ste 709 Blue Ash, OH 45242-1834

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/13/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Several months ago, I entered a contest for a free home renovation with the above mentioned company. While I did not win, ever since that time I have been subjected to repeated, unwanted, and harassing sales calls from their representatives.
  
  Despite making it explicitly clear on multiple occasions that I am not interested in their services, the calls have not stopped. Worse, many of the salespeople have been rude and dismissive, refusing to take my information off their call list and ignoring my direct requests to be removed.
  
  I have also attempted to reach a manager to address this issue, but I have been unable to speak with anyone in a position of authority. Meanwhile, the calls continue on a daily basis.

  

  Business Response

  Date: 10/14/2025

  Thank you for bringing this to our attention. We sincerely apologize for any frustration or inconvenience this experience has caused. While our records indicate limited contact attempts, we understand that any unwanted communication is unacceptable. We have confirmed that your number has been added to our Do Not Call list, and you will not receive further outreach from our team. We appreciate your patience and the opportunity to address this matter.
  

  Customer Answer

  Date: 10/15/2025

  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

  Date:09/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 7th, 2021 we signed a contract for 16 windows, they were installed by a sub-contractor October 8, 2021.
  Latent defects discovered in window installation:
  - Missing expansion foam
  - Gaps in caulking
  - Water intrusion
  - Mold growth
  - Structural damage to walls and subflooring
  Timeline of Events
  - Oct 30·31, 2023: Ice buildup, condensation, and water damage observed.
  - Nov 8, 2023: First contact with Windows Direct; photos submitted.
  - Nov 9, 2023: Windows Direct confirms missing foam and caulk; repair appointment scheduled.
  Repair Attempts
  - Nov 13·20, 2023: Windows Direct Technician confirms widespread installation issues.
  - Nov 27·Dec 1, 2023: Continued repairs; water damage and gaps still present.
  - Dec 13, 2023: Repairs made but mismatched windowsills used and external sealing not completed.
  - Dec 17·18, 2023: Leak persists; further documentation sent to company.
  - Jan 2·10, 2024: Coil and sheetrock repairs attempted on window and walls.
  - Mar 11·15, 2024: Bent window addressed but not fully resolved.
  Recurring Issues
  - Jan 4·20, 2025: Condensation and ice return; dehumidifier used.
  - Jul 5·7, 2025: Mold discovered; water damage worsens; R*** contacted again.
  Major Repairs and Insurance Involvement
  - Jul 16, 2025: WD Technician confirms mold, dry rot, and missing caulk; supervisor J*** inspects. Rescheduled 8/5 to return.
  - Aug 5, 2025: WD perform repairs; damage concealed, window left unsealed.
  - Aug 8, 2025: Legal action advised; claim submitted to subcontractors insurer by WD on my behalf.
  - Aug 14·25, 2025: Insurance adjuster for subcontractor involved; photos and videos submitted.
  - Aug 26, 2025: Inspection.
  - Sep 8·9, 2025: Liability denied by **** ******; Windows Direct not covered under policy.
  Supporting Evidence
  - Over 200 photos and videos documenting damage and technician statements Oct 2023-September 2025.
  - Texts, emails, and security footage confirming improper installation and failed repairs
  Issues still remain.

  

  Business Response

  Date: 09/18/2025

  Windows Direct USA completed this project in 2021.  At that time, the project was deemed complete and signed off by the homeowner in 2021. We have provided the requested service visits in the past to ensure the project met completion standards, which included re-foaming and re-caulking the interior areas.
  
  Subsequent visits have shown signs of mold and water damage, but is not identified as a result of our subcontractor’s work. Caulking maintenance over the years falls outside of Windows Direct USA’s service warranty and is the responsibility of the homeowner. Lack of timely caulking maintenance can unfortunately contribute to the types of issues currently being experienced.
  
  Windows Direct USA has responded appropriately to service requests over the years and addressed all concerns within the scope of our agreement. We remain committed to providing support where possible and are happy to send a service representative and manager to review the current condition of the project. This will help confirm whether any existing issues are related to our work.

• Initial Complaint

  Date:07/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DO NOT USE THIS COMPANY!!! We have had the most awful experience at basically every stage with this company. Our initial meeting with the sales rep went very well. Demo of windows and their performance had us excited and looking forward to our new windows we did not intend to purchase. However the quality we thought we were getting had us fooled. As the rep pulled away he had to turn around because a feature we ordered was not even possible in the color we wanted. We were told 4-6 weeks before install potentially 8 for custom color. We compromised on the feature and moved on. Two months came and went with no windows. No install appointment. We were told in the fine print gave them an addition 4-6 weeks for production variation. Months late, we received our new windows. After multiple measurement appointments, one of our windows was the wrong size we had a house full of black windows and one white window for months again waiting for the correct size. When installing screens at next appointment, realized 4 of the larger screens didn’t fit the windows. Had to wait for an additional set to be made to better fit windows. Ordered before summer had windows just in time for fall. Windows had tons of draft and condensation through winter, spring time the real issue started, bees starting coming in our house!!! Turns out, none of our windows had any expansion foam installed around the frame to seal up the gaps and one of the windows did not have silicone on the entire top edge! Some generic seal is put on inside to match up to walls. The double sided tape does not stick at all! This had to be removed and foam sprayed in between window and jambs. New generic trim installed. This is now peeling completely off windows again!!! Not even a year old and these windows are such a let down. We spent a ton of money on these and the quality is not worth it! We will be reaching out for more repairs……..again! One of the most disappointing purchases we have ever made!

  

  Business Response

  Date: 07/31/2025

  *****, we have left numerous messages to come out and service any issues the window may have. We would like to address the concerns you have since you have a lifetime warranty. The bees coming in were not coming in around the windows but above the window in another part of the trim. We didn't replace that part of your house. Once again please give us a call back and we will be more than happy to service your warranty 

• Initial Complaint

  Date:07/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid 9,000 for a shower on 3/1/26. M*** showed up on 5/14 &5/15 (late both times) to install it. The shower was installed incorrectly. The right side would not drain, door would not stay shut, no handheld nozzle. Put up blue board not the green board as stated. M*** came back 7/9 (late again) said he could not fix it. Entire showed would have to be replaced. M*** said he speak with B***** and get back with me had to ask on 7/11. Then on 7/14 B***** would contact by 7/18. B***** never did. M*** was sent out on 7/22 and 7/23 (late both days) cut the bottom of shower out to fix drain issue. M*** left old walls up with nail holes, cut places exposed. Put new walls up not even and already had split at top. Called B*** To speak with B*****. To discuss issue. Was told he call me in 10 minutes. B***** never did(3rd time). I asked M*** to stop working cause I was not happy with the patch work. B*** then had a 3 way call. Said he would talk to M*** and contact me at end of day. B***** (4th time) never called. Called in B*** contracted B*****. He stated job was in protocol. I paid 9k from back pay social security for a new shower. Not a patch job the walls placed over it. I want a new shower or my money back.

  

  Business Response

  Date: 07/24/2025

  We're sorry to hear about your experience. The recommended way to service the wall panels from the manufacturer is to go over the existing panel just as we did. We use moisture resistant and mold resistant green or blue board. One is not better than the other and the color depends on what is available at the time of purchase. There was nothing specified on your contract or work order about a preference of a green or a blue wall backing.  The color of the backing doesn't have any effect on the performance. I do see the crack and that will need to be replaced. We can go ahead and change the color of the backing board to green if you like at that time. Once we confirm we have another wall panel someone will be in touch to schedule your installation.  Sorry for your frustrations and we look forward to resolving your issue asap. 

  

  Business Response

  Date: 09/30/2025

  Hi ******* -- thank you for the follow up. 
  
  At this time we have not contacted the customer to schedule a visit, we were corresponding through the BBB. Our last conversation was on August 8, 2025 when B****** -- our Installation Manager -- had a phone conversation with Ms. ****** that ended with her unhappy that we were not refunding her the cost of the project, she said she would be "proceeding with next steps" and hung up the phone during the conversation. Prior to that phone call B****** had been to her home, confirmed the project was installed correctly and that there were no issues. It was at this time the video that was recorded and provided to the BBB was filmed.
  
  Should there be a warranty-serviceable need, we welcome Ms. ****** to call us directly to schedule the service.

  Customer Answer

  Date: 09/30/2025

  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, reasons for rejection are 
  

  They are lying  I never hung up on anyone  B***** did come to house and started the shower was not draining properly and he would get in contact with the manufacturer of the pan  I am going to forward you the recording of his last visit to my house as well as the phone call he said I hung up on.  They are lying and not wanting to get a negative review or issue a refund.

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

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Got numerous written quotes from this company and the contract was signed and roughly 150k was put as a deposit. Then they came back and said they had messed up the quote and it was going to be another 92k to do the job. I have all the written communications saved and have contacted counsel. Buyer beware.... we were warned about this company and should have listened. Whether it is shady sales tactics or incompetence does not matter. 3 months of working all the details out and they want another 92k. A+ BBB lol well not seeing that. The manager we were dealing with was RYAN after he and Salesman both told me numerous times they had everything

  

  Business Response

  Date: 05/13/2024

  The customer had went back and forth with one of our project managers over the period of a few months. In that time we provided the customer with multiple estimates. Their contract was eventually signed for windows and 7 French doors. The customer paid a deposit via check $102325.00. We promptly scheduled the final measure and walk through with the customer like we always do to make sure everyone is on the same page of product, style & colors. During the measure the customer stated he was to be receiving all of his doors in his home except for a select few. We quoted 7 doors, he wanted about twice as many. We let him know that's not what we contracted for or quoted and if he wanted to add those he could at an additional cost .There were also several other material facts on the contract the customer didn't agree with. We then decided to cancel the contract & we printed the refund check the following day and mailed it to the customer. We are not going to give the customer $90,000 of extra doors for free. Job is canceled and refund has been issued. 

  Customer Answer

  Date: 05/14/2024

  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, reasons for rejection are included below.

   

  I have plenty of documentation to support my claim..... Here is just one on the many texts to the PM.... and an image of the latest contract where he says they were only doing 7 doors but it clearly states all but ......  Simply put they were agreeable to just about anything until we chose their quote over the others. Then sudden they want a 30 percent increase in quote. If the PM does not understand an exclusionary clause which they put into the contract that is an internal matter. They claim they were NOT aware of it being all windows and doors. Hmmmm look at just the first two documents i was able to find with ease. And make up your own mind.
  
  
  Regards,
  
  
  
  **** ****
  
  

  

  Business Response

  Date: 06/17/2024

  Thanks for your remarks. We've refund the customer his deposit several weeks ago and that concludes our business with the customer. We consider the matter closed

  Customer Answer

  Date: 06/25/2024

  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, reasons for rejection are included below. Yes they refunded the money after we had to retain an attorney, then the Owner sent an unsigned check via mail, hmmm refund is in the mail. Then our attorney had to get involved yet again to get the check signed. This company is simply not worth taking a risk on in my opinion, they made plenty of assurances during the process that took months to iron out all the details. Then everyone agrees and a contract is signed, then they come back and say that all those meetings, measurements, unit counts and months, their people (owners dad) simply was not able to get the order right after many many attempts or they just wanted us to sign the contract, then come back and say they needed many thousands more to actually do what they had promised to do. They refuse to admit any fault, in fact they pretty much said we were at fault. Save yourself the headache and find another company to do your project, save yourself the headache. They even contacted the new company we decided to go with, and accused them of stealing their customer.  No we decided to go with a company that is competent enough to actually give a quote that included all the things we wanted at a fair price. 
  
  
  Regards,
  
  
  
  **** ****