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: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. **** *. *******

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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

  Date:08/27/2024

  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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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 Answer

  Date: 10/04/2024

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

• Initial Complaint

  Date:06/13/2024

  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.

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

  Business Response

  Date: 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******