Complaints

This profile includes complaints for Window Depot of Chattahoochee Valley's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Window Depot of Chattahoochee Valley

  5741 Miller Court Columbus, GA 31909

• 

  Window Depot of Chattahoochee Valley

  506 Manchester Expy STE A1 Columbus, GA 31904-6471

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:08/04/2023

  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.

  J,L&B is the merchant. There was a contract signed on ******23 with Heath, the salesmen. On that date, I also applied for financing with ***** Financial and was approved. The total amount for the sunroom was $40,000. Later that month, I contacted Heath and advised that I wanted a quote for a Game Day Patio and that I may want that instead of a sunroom. During the first week of April both Heath and Bob (Lead) came out to my house and verified that a Game Day Patio could be done instead. That was the last I heard from Heath and Bob. Keep in mind, since I got approved for the financing with *****, I have been paying them monthly. I contacted ***** and was advised that they paid J,L&B the entire $40,000 upfront. This was not known beforehand. I finally heard from the owner the first week of July and he said once he finds out what's going on he would get back with me in 5 days. To this date, I have not heard from him. So since April, I haven't got a quote for a Game Day Patio or even a start date for the sunroom. Everytime I call, it goes to voice-mail. I do feel they are avoiding my calls. Please help! I am paying on a $40,000 loan and have no insight to when they will start services at my residence.

• Initial Complaint

  Date:08/01/2023

  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.

  ******* **, 2022, Jonathan from JL&B came out to give me an estimate for a sunroom upgrade for our screened back porch. He gave me a price of 12,000. I chose to have it financed and he took my application for financing and submitted it to one of their providers, ***** Financing. He said it was approved and they would try and begin work in the next few weeks, before the holidays in 2022. I started receiving bills for payment from ***** Financing in December. I repeatedly called JL&B Home Improvement inquring on when they are going to start the work on the sunroom. I have called and gone by their place of business several times with the same response, "they are backed up and they will get to me". In the mean time I have spoken with Customer Service at ***** on assistance in getting them to start the work. I have made two payments to ***** and have since stopped paying until the work is started. There is no end in sight because they insist they will get to me when they can. It is now August 2023 and they I have not heard from JL&B on a start date. I have asked them to call or email me regularly to give me updates but to no avail. I am convinced they have no intentions of starting and completing the work that I financed. Sounds like a BIG scam! I believe ***** Financing is part of this scam as well. I need assistance in resolving this, either they are going to start and complete this work or tear up my contract. I am not paying anymore monies to ***** financing until the work at least get started. I would like to dissolve the contract and I will look for someone else to do this work.

• Initial Complaint

  Date:07/07/2023

  Type:Billing 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 am trying to resolve financial matter concerning the signed contract (Agreement # ****** signed ** *** ** for 17 replacement windows for a total of $14,500). In the contract agreement, we agreed for payment to be 1/2 at contract signing and 1/2 when windows were installed. The salesman Heath E****** worked up the financing in a way that did not reflect the contract agreement. I was under the impression I was agreeing to the full amount and that it would be billed in the amounts reflected in the contract. But they have billed for the full amount ($14,500) on ** *** *** This has created the predatory appearance of a bait and switch tactic where they used the financial vessel to circumvent the signed contract. I am asking you to remit half of the funds ($7,275) back to me at: ***** ****** **** ******** ** ********* ** ***** These funds will be paid to the company upon window insulation. This has been an unresponsive contractor to say the least - I have called 17 times in **** *** **** 2023 to try to get to resolution, all my calls now go to voicemail - They have NEVER called me back - I have them and email with no response - I am sending a registered mail (tomorrow) requesting resolution I am doing so I can show in small claims court that I have tried all means of contact to resolve this matter)

  Business Response

  Date: 07/07/2023

  We have spoken to Mr. ****** several times regarding the lead times on his windows. His windows are currently on order and in process. We have full intention to install these windows once they arrive in our warehouse. We apologize for the delay It is out of our of control at this point, we are waiting on the manufacturer. 

  Customer Answer

  Date: 07/07/2023

  
  Complaint: ********
  
  I am rejecting this response because this is not the issue of the complaint.  Specific issue with the response:

  The issue of my complaint:  The original contract we both agreed upon is half at contract signing and half upon window insulation.  They pulled an intentional fast one 15 min after contract signing by using the financial transaction to gain 100% of the funds that day thus nullifying the contract without making this clear they were doing so.  I will NOT have them install the windows AND let them hold 100% of the funds because this was NOT the contract we agreed to and I no longer trust this company to fulfill their contract obligations. If there is any issues with the installations they will simply say they will correct it.  Per the original contract, I would have some leverage to insure the work was done correctly because I would hold the remaining balance of funds.  If you check out this companies recent low google ratings, you will understand what I am talking about.

  In addition, I have tried calling over 20 times this month.  I have sent 2 emails and 1 certified mail (sent today) to get this company to address this issue.  All my calls since * *** have gone to voicemail.  They have NEVER contacted me to try and address this issue.  Their response suggests they have been in communication with me but this is misleading as this is what they told me in ******** when they would answer my call.  This company has been nonresponsive in addressing the issue; the 2nd reason I no longer trust this contractor.  The bait and switch tactic after contract signing was the original signal this might not be a trust worthy company.

  I expect the company to remit the 2nd half of funds ($7,275) before the windows can be installed.  I will promptly pay for the job when it is done per the original contract agreement (half to be paid on contract signing and half uponwindowinsulation).  I am NOT interested in any action that nullifies the original contract.
  

  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 07/14/2023

  Our representative entered the full amount when completing the finance portion of Mr. ******s loan. This was in error. Mr. ****** received the text for approval and did approve it. The text showed the amount he was approving. It was missed by both the representative and Mr. ******. I have attached a screen shot of the actual text for approval which show the amount clearly. We have since corrected this error and refunded half the contract amount and have agreed to also pay him the $451.00 that he paid to the loan the company at completion. Mr. ******'s windows are nearing completion phase at the manufacturer and once they ship, we will install them right away.

  Customer Answer

  Date: 07/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is accurate and satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/26/2023

  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 *****2022 I signed an agreement with JL&B Home Improvement to do 3 bathrooms. They asked for 50% down (8691.55) up front. I have been calling them and getting different excuses. They told me they are having a hard time getting the supplies from their vendor. 2 months ago when I called on ****/23 at 12:35 pm (I attached the recording of that call). In the recording, she states they would be calling me and I never heard back from her. I left messages for the manager to call me for 2 months and the manager never called me back. I called last Friday and she informed me none of the supplies was in for my project. I asked her why did she tell me 2 months ago everything was in but the pans for my showers and she told me that was not true. My agreement states 10-12 weeks and we are way past that now. I told her I wanted to cancel and wanted my down payment back and she said she would have the owner call me back. I have not heard back from the owner or manager yet. I want all my money back and cancel my order. Please help me with this matter. I have the agreement and loan papers they asked me to sign.

  Business Response

  Date: 06/27/2023

  We have been delayed due to the delay in material from the manufacturer and because of the delay we have a backlog, we have explained this to Mrs. ******* on several occasions.  We cannot give her an actual date to of install until we have the material in our warehouse. We are now getting material in but have a backlog that we are working on to get caught up. We are working on our customers based on contract date and material available. As soon as her material comes in, we will get her installed.  The person that told her that her pan was delayed is no longer with us and we do apologize for the incorrect information being given to her. We are working on getting the material and getting her project completed.

• Initial Complaint

  Date:05/30/2023

  Type:Order 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.

  In July of 2022 I paid them $13,000 for 1 new front door, and 2 sets of new windows for my home. The contract says that I will receive updates every two weeks but since their last update that my windows arrived shattered I have not heard back from them. Earlier this year they installed my new front door but the glass inside the door was not frosted or blurred per my order and they have not responded to my request to fix that either. As of today, May ****, I have not heard back from Bob A***** or the two office workers since April *****  I have been very reasonable. It has almost been a whole year since I’ve ordered everything and since then what has been installed is just the front door and it isn’t correct. Obviously, I want my windows, and the door glass corrected, but it’s been long enough that I’d almost rather have my money back so I can find someone else who will do the work and do it correctly.

  Business Response

  Date: 06/01/2023

  Mr. ********'s windows did come in and they were cracked from the manufacture when they arrived in our warehouse. They are being remade. The manufacturer has delays, and the lead time has been extended. We are working with them to get his windows as quickly as possible. The signed contract does not have his glass on his door to be frosted or blurred. He sat down with our Production Manager, and they went over the contract, and it was agreed upon and signed. We are willing to redo the door the way he wants it and will reorder it. As soon as his windows come in, we will come install them. We are working with the manufacturer to try to get them sooner. Due to manufacturing delays we are dealing with numerous issues regarding wait times right now, but we are working diligently to get the material and ensure customer satisfaction.

  Customer Answer

  Date: 06/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  the initial build sheet includes that I requested blurred/frosted glass. The contract is not easy to read with respect to the door and I can’t make out exactly what all is included in the door. I did sit down with the production manager with the original document with my custom options and pricing and expected it to be included - I did not get a contract until several months after I paid. I’ve attached a screenshot of the contract details for the door so you can see how I would not know. I am happy to provide the original document provided by the salesman as well.

  Look - I get that you’re up against manufacturer delays but all I have asked for is consistent updates. I’ve paid $13,000 and have only received a door - July will be 1 year since I purchased these windows and all I’ve asked for is updates. I was very happy to receive a bi-weekly update from the office via email but that just suddenly stopped. I hope you can understand why I would be frustrated- I wrote a check and have only received a 1/3 of my order.

  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:03/23/2023

  Type:Order 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.

  On ******* ***, 2022, I placed an order for several replacement doors and installation. I was told there would be a 10-12 week lead time and financed the project. This is fine with me. However, the installation date of Christmas week quickly came and went. Repeated phone calls have just resulted in them telling me they'd arrive when the brick molding was complete. They never give a time frame, so I am completely in the dark. They blame it on the factory, but refuse to provide their contact information. They also left a snarky reply to my ****** review because I had my mother call for an update. That's because I work ** **** **** *** ***** ***** ** ***** ** ****, so what? Monday (***** **, 2023) I called to request an update. I was PROMISED that someone would be leaving me a voicemail by the end of day on the ****. Nothing. I left a voicemail on the **** and still haven't heard back. My doors are more than three months behind the already late schedule, and I am stuck making payments on them. What would happen if I skipped out on payments for three months? I need a timeframe or some more information to work with.

  Business Response

  Date: 03/23/2023

  We completely understand Mr. ******s frustration, we are just as frustrated with not being able to get the material that we have on order. We are working diligently on getting all materials in and installed. We are following up with the manufacturer and getting management involved to try to get them quicker. As soon as we have a definite ETA will notify Mr. ***** and once, they arrive in our warehouse, we will install right away. 

  Customer Answer

  Date: 03/26/2023

  
  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.
  
  Sincerely,
  
  ****** *****