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Business Profile

Windows

Windows Plus Cincinnati
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/10/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 August 23, 2024, Windows Plus installed a new picture window in my master bedroom (apx 8' long). I paid the balance of $1,010.00 that was due on the installation but every time it rains hard the middle track fills with water. Windows Plus told me the board above the window needed to be replaced and since it was a condo the condo association needed to take care of it, which they did in Oct, but the window still leaks. On Nov 15, 2024, I went to their showroom in Newtown, OH and spoke to Daniel W***** and explained the problem. He told me someone would call me the following week but no one did. On Feb 6, 2025, I left a voicemail with Joe M***, my original sales person telling him I was still waiting for someone to correct the problem and still have rec'd no response.

    Business Response

    Date: 03/11/2025

    *** ******,


    We're so sorry to hear about the trouble you've been having with your new window, and we truly appreciate you bringing this to our attention. We apologize for the lack of communication and we will do everything we can to make sure you're taken care of. We've been told that Aaron from our service department has been in touch with you, and is working with you to get a crew back out to your home as soon as possible to reset the window and make sure everything is installed properly. We want you to be completely happy with your Windows Plus experience.
    Thanks again for your patience. We really value your business and the opportunity to earn back your trust. If you need any further assistance please reach out to the front office at ###-###-####

    The Windows Plus Team

    Customer Answer

    Date: 03/13/2025

    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. However, I won't know until we have a heavy rainfall with wind if the window has been repaired correctly so that it doesn't leak so I may need to reopen the complaint. 

    Regards,

    **** *******

  • Initial Complaint

    Date:05/29/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Original contract signed 11/21/22. Original install of all products had to be redone as a result of poor craftsmanship. The company has made three attempts at installing the front door and it is still incorrect. Daylight visible when door is closed and hinge side of door is incorrect. Damage to wood window sills from original window install has not been repaired Total contract amount $14,312.00 Deposit: -$7,156.00 Balance: $7,156.00 (balance still owed and will be paid when complete.)

    Business Response

    Date: 06/05/2024

    I apologize for the delayed response. As soon as we received the initial complaint we started digging into the issue. Our service department had recorded over 15 attempts of contacting the customer to schedule the initial service. A service technician was at the customers home today to attempt to resolve any remaining issues. I will gather more information about how that went and send a follow up here. We take complaints very seriously and we are doing everything that we can to provide exceptional service to this customer. 

  • Initial Complaint

    Date:12/09/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 had windows and patio doors for my house installed by Windows Plus. I was quoted $27000 to replace 10 large windows and 2 triple patio doors. The doors made up $13000 of the cost. The door installs were quickly found to have issues. The doors were made functional but it requires heavy effort to close them since they rub on the sill or jamb. Oct 26. The ****** factory rep was to come to my house to view doors. He did not arrive but 2 WindowsPlus employees were there. November 3 ****** rep viewed doors along with two Windows Plus employees. He stated he had never seen anything like that before and took many photos and was to discuss with ******. November 11 I contacted the sales rep (Michael) who I worked with and he referred me to Troy Saunders to discuss how this would be addressed. Troy stated Tanner Kirby was responsible for follow up of the door issues and stated he would leave a message for Tanner to call me but I never received a return call. November 16 I called and left message with Tanner requesting a call November 18 Tanner called me and left a message stating he was waiting for a response from *** ***** at ******. I returned his call later that day and ended up leaving a message requesting update. November 29 Called and left a message with Tanner November 30 Tanner returned call. Stated he believed ****** would rebuild entire 3 panel door in kitchen and rebuild the door panel component in my basement. December 7 I Texted Tanner with a request to know if doors were being rebuilt, and if so, how long would it take for manufacture and installation December 8 Tanner replied he would contact ******. December 9 Still no response back I currently have two doors which are difficult to use, have either no trim or the old broken trim reinstalled, and have obvious defects. Sales and Installation employees were friendly and did their best but once a problem was discovered the company has done nothing but stonewall.

    Business Response

    Date: 12/09/2022

    I think His concerns are very Valid.  The ****** Rep had the same concerns that Steve and Windows Plus has and committed to rebuild the units.  It has taken the ****** Rep over 3 weeks to get the approval that is needed and committed to ordering the units right away.  I did reach out to Steve and left a message and will follow up with him on Monday at 11:00.

    Customer Answer

    Date: 12/12/2022

    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.   The manufacturer took responsibility for the slow response and has committed to rebuilding one door in its entirety and replacing parts of the other door to make it fully functional.  Replacement is planned in 6 weeks to allow time for part fabrication.

    Regards,

    ***** *******

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