Complaints

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:08/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Transaction date was last week of July 2024,
  Total cost was $7319 for 162 for privacy fencing- woof for my backyard, with 2 gates.
  Fence was installed the 1st week of September 2024, from the 1st month of install I had to keep calling them due to problems due to rot and boards falling off. Theu came out once and repaired the few that had fallen off. Since then, over half have fallen off, and I have not been able to reach the company, all of the phone numbers have been disconnected. I went online to search for my building permit, and it is nowhere to be found, even though they said they filed one, now I am succumbed to fines if I want to sell, which I will be with in the year, I will be found out that there was no permit. It has been a disaster from the beginning, and after looking at other customer reviews I am not the only one that has complained. The fence boards have shrunk a quarter of their size and all have bowed, my neighbor is complaining to turn me into the city if not fixed.

• Initial Complaint

  Date:07/28/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 live in a stand alone condo / townhome. We live next door to the president of the HOA. HOA regs said composite wood must be used which cost us a lot more than it normally would have. Our deck is on the second floor. I signed a contract with them to build a deck on 5.23.24. My sales rep is **** *****. He promised it would be done in 4-6 weeks. I wasn't completed until 10.4.24. During the 5 month period, we had to chase them down to finish the project. The sub contractor terrorized our retired neighbors - playing heavy metal, smoking pot, using profanity, intimidating our neighbors with death stares, intoxicated.
  
  They did not do a good job. We financed $17,000 (plus interest) through a Window Depot credit card managed by ********* ****. But the deck is not constructed correctly. The boards are falling off, coming apart from the deck. They put in an under decking with poor workmanship. They did a horrible job pouring concrete, getting it all over the yard. They installed a non-functioning drain - no where for water to drain.
  
  This has been very stressful. My husband has heart issues, and it is a terrible stress for him.
  
  We contacted them throughout the process to say that wrong nails were used, and work was not being performed correctly. Our deck is under warranty through 10.4.25. Now, he is not answering phone.

• Initial Complaint

  Date:07/25/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In January 2025 I signed a contract with Window Depot Columbus East to build a 12x12 Four Season's brand sunroom. Per the contract terms I was to pay 1/3 at contract signing, 1/3 when the sunroom kit arrived, and the final 1/3 upon completion.
  
  I made the first and second payments on time and as requested by the business.
  
  In March 2025 they started the project. There were quality issues from the start, which I can provide details on if necessary. However, the most significant issues were as follows:
  
  1. The sunroom is not 12x12 as per the contract. It is approx 12x10. I notified the business of this (very obvious) issue after they put up the walls, but no one from the business would respond to my phone calls or emails to discuss the problem.
  2. Window Depot abandoned the project with no notice or discussion in early June. They left me a partially build sunroom. The walls are up, but the roof is not in place. The side of my house is bare where they removed siding and never replaced it. The sunroom does not have a door. None of the interior or other finishing work was completed. I made numerous attempts to reach the owner, but he would not return my phone calls or my emails. I did manage to reach the sales person I worked with initially and he told me that he no longer worked at the Company, but that the owner was aware of the issues and would call me to resolve the problems.
  3. It is now July 25. I have had to pay out of pocket to have Four Seasons (the manufacturer of the kit) send me a glass door for the sunroom because there was not one here. I will also need to pay another contractor to fix all the issues with Window Depots work, and then pay them to finish construction. These totals exceed the value of my contract with Window Depot. Even after all these costs beyond my original contract, I will end up with a sunroom that is much smaller than what my contract called for.

• Initial Complaint

  Date:07/07/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 have a contract for new windows and paid 50% down that was made mid May. Have never heard anything from window depot. Their phone number does not work. They don’t respond to email. I heard they are no longer in business. But no correspondence or anything from the company. I would hope a business owner would do the right thing here. But …

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Non-performance of contract within the specified of reasonable timeframe. Company no longer is communicating with me and has my deposit of $11,733.25.
  
  1. The final contract on 12/18/24 to replace three lower level windows with patio doors + two bedroom windows (total of 5 windows). Contract was for $18,236. First deposit check was written that day for $5,230.50.
  
  2. Window measurements were performed on 1/10/25. Another deposit check was given to them for $6,502.75; totaling $11,733.25.
  
  3. The 12 weeks passed (est 4/11/25) and no install, I contacted the Sales Rep and was told mid-May.
  
  4. On 5/16/25 - got a call from ***** to schedule the install on 5/27/25.
  
  5. On 5/27/25 no one showed up. I called and was told windows and patio doors were broken and they are returning them. I told them I need a partial install. She re-scheduled partial install for 5/30/25.
  
  6. On 5/30/25 - appears the uncle came and did the install, he doesn’t appear to be part of the company. Install was incomplete - did not finish interior trim. He told me only one window will be torn out and installed with a patio door.
  
  I’ve not been able to get a hold of anyone since. Both the sales rep and the scheduler told me they have left the company. The phone number on the contract has been disconnected.

• Initial Complaint

  Date:06/13/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Contacted Window Depot USA Columbus East for estimate on windows for my home in 01/2025. A rep (***** ********) came to my house as scheduled. He was knowledgeable, lived in my town and was related to a coworker so I felt safe moving forward with the purchase. The company was also BBB accredited. I communicated with the rep and signed a contract, paying the 50% deposit required ($4,360 by check). I never heard anything back about scheduling. I was told several times the windows were still being manufacturered. I was then told they would be done in about a month in 04/2025. I still had not heard anything back in regards to scheduling so I contacted the rep again. He stated he no longer worked for the company. I attempted to call the number online and it is no longer in service. I called another number on a business card and it rings indefinitely. I drove to the business address and it appears abandoned. There is a BBB sticker in the window and a business sign outdoors and the rest is empty. I called the bank (*****) to file a claim but I paid with a check. They stated I should contact BBB for assistance or file a small court claim.

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 02/18/2025 I received an in home consultation from sales man **** of stated business and he sold me 22 low E glass windows with labor included for my home with an estimated install date of 4-6 weeks. 03/03/2025 a crew of guys came and took measurements of all windows in my home. That’s the last time anyone from said business has been in my home. Fast forward approximately 3 months I contacted them on the status of order and they said there was an issue with them and had to ship them back to get repainted to agreed wants white interior black exterior and that the windows would be installed the following week after phone call. So I acknowledged and for them to let me know when we could set up the day for them to do the work. Now here we are appx. 4 months later with little to no response from said business catching the run around. At first it was we don’t know what’s going on with the order it might be 2 more weeks. Now there is complete silence from this business, there has been zero altercations verbally or over the phone or in person. They blocked me on all forms of communication and now I’m stuck with a $19,000 charge that I can’t even get canceled due to zero communication from their end. I seen their ad on the google and that’s how I reached out to them prior to the sales rep coming to my home. They promised me 22 windows in writing installed and I have yet to get anything in return. They haven’t tried to resolve anything. The nature of this dispute is a fraudulent business with great advertising, and very professional sales reps and fitters. But cannot hold up their end of the bargain. Or at very least keep me informed of my purchase.

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Date of transaction: March 2025
  
  Issue: I had a window and door replaced and was given a written lifetime installation warranty. Window immediately "howls" when the wind blows and the door is very difficult to open & close. I have a contacted Window Depot USA of East Columbus numerous times and they have not returned my calls requesting a service call to repair this problem. My hope is that the BBB can help me resolve this issue and have the window and door installed correctly.

• Initial Complaint

  Date:01/28/2025

  Type:Product 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.

  ***** ********, a sales rep, came to my home on Thursday the 16th about 11am and gave me a quote for replacement windows. he told me he would give me three pane windows for the price of two pane windows. I signed the quote on his tablet, and paid a deposit of $1500 by credit card.

  I did not get to keep a hard copy. They emailed me a 6 page document which was very hard to read on my phone. That's when I noticed it said two pane windows, not three, so that was a verbal misrepresentation. By Saturday the 18th, I changed my mind, and decided to go a different direction. I placed a call to their office, but was unable to reach someone. Then I sent an email to ******************** ** ****** saying: I need to cancel my order. 

  On Sunday the 19th, I received a call from *****. He said the cancellation was too late, and that I would lose the deposit and the windows. I said I would have to check with my lawyer. He said the lawyer would cost me money, and that I was too late. I asked why he thought I was too late, and he said because the three days are up. He said it's three days, and it's up. At which time, I said I have an estimate for same windows for $2000 less, and asked if he would match it. He said they would not match it as they don't sell those windows. 

  On Sunday, the 26th, I received a call from a woman who wanted to schedule for someone to come out and measure the windows. I told her I canceled the contract. She said she would talk to her boss, and he would get back with me. As of this writing, I have not heard back from anyone.   

   

   

  Business Response

  Date: 02/04/2025

  Dear Mr **********,
  
  
  Thank you for reaching out and bringing this matter to our attention. At Window Depot, we value transparency and customer satisfaction, and we take all concerns seriously.
  
  
  After reviewing the details of your complaint, we would like to address the key points:
  1. Verbal Representation of the Product We apologize for any misunderstanding regarding the window specifications. Our contracts clearly outline the product details, and we encourage all customers to review them before signing. If there was any miscommunication, that was not our intent.
  2. Cancellation Request Our contracts include a standard three-day right to cancel, which allows customers to cancel their order within three business days from the purchase date. Based on the timeline provided, the contract was signed on Thursday, January 16, 2025, meaning the cancellation period would have ended on Monday, January 20, 2025, excluding weekends. Your cancellation request was sent via email on Saturday, January 18, 2025, which is within the allowable timeframe. Given this, we will review your request in accordance with our policies. We are still waiting a formal mailed or emailed cancellation. Whether it is the form we attached to the contract or one provided by you, we will honor your email request even still even though that is not a standard business practice.
  3. Deposit Refund upon receipt of said form we will issue a refund in full as within the allotted amount of time.
  
  We sincerely apologize for any frustration or confusion you experienced during this process. Our team will follow up with you to ensure a resolution.

  
  Best regards,
  **** ******* 
  
  

  
  

• Initial Complaint

  Date:12/11/2024

  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.

  Last year I gave this business, Window Depot Columbus East $19,000 to install new windows and tile my bathroom. Triplw-Pane Windows with Lifetime Warranty-now leak between panes-said they replaced the pane-no-then told me to send window info again-I did-now my phone number appears to be blocked-or they are out of business-I want replaced or my money back.

  Business Response

  Date: 12/23/2024

  
  Dear BBB and Ms. *******,
  
  
  Thank you for bringing this matter to our attention. We sincerely regret any inconvenience or frustration you have experienced.
  
  We would like to address the concerns raised:
  1.Triple-Pane Windows and Warranty Concerns:
  The windows installed are covered by the manufacturer’s lifetime warranty. We have diligently reached out to the manufacturer, ProVia, multiple times to resolve the issue of leaking between the panes. Unfortunately, we have not received the necessary assistance from them to resolve this issue promptly.
  2.Communication Issues:
  We apologize if there has been difficulty reaching us. We assure you that our team remains operational and committed to addressing your concerns. If you have experienced any issues contacting us, we are investigating this matter internally to ensure clear communication moving forward.
  3.Refund Request:
  Unfortunately, a refund is not possible as the issue lies within the manufacturer’s warranty coverage. However, we remain committed to assisting you. We will continue to work on our end to advocate with ProVia to resolve this issue.
  
  We kindly recommend that you also reach out to ProVia directly regarding your warranty claim. Their customer service team may be able to expedite the resolution. In the meantime, we will persist in our efforts to follow up with them on your behalf.
  
  We value your business and are committed to finding a resolution. 
  
  Sincerely,
  ****** *******
  Window Depot Columbus East
  
  

  Customer Answer

  Date: 01/25/2025

  Thanks for the half hour which did not give me time to review the Pro Via website. I discovered the warranty information on my windows which was never provided to me to warrant my triple-pane windows. I was repeatedly told that there was a lifetime warranty by Window Depot reps, but was not told that they don't warrant their work. I'm still trying to make up my mind whether to go further with this. All my window sills need repainted after this installation. They didn't have to tear up all of them. Thanks for your time. **** *. *******