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Business Profile

Windows

Window Depot Northeast Ohio
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

If you've experienced an issue

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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:05/29/2025

    Type:Order 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.
    The company hired a sub contractor to put in a shower. We needed plumbing work done and the contractor said they didnt do plumbing. I have the contract where it says the drain had to be moved. So they didnt do the job. We paid half upfront and would like to have that refund refunded. None of the work was done.

    Business Response

    Date: 06/04/2025

    On March 6, 2025, our installation team arrived at the customers residence as scheduled to begin the installation of a new walk-in shower.


    Per standard procedure, our crew implemented protective measures to safeguard the home before beginning demolition of the existing bath area. During this time, the customer made a specific request for our team to remove and preserve a vintage cast iron clawfoot tub located on the second floor, asking that it be transported to their garage. While we do not typically handle the relocation of antique fixtures due to the risk of property damage, we agreed to accommodate this request only after issuing a written disclaimer. The disclaimer, signed by the customer, clearly released our company from liability for any damage that might occur to walls, floors, or stair railings due to the nature of moving a very heavy cast iron tub down from a second story. The customer also signed off on an additional labor charge for this custom service.


    During demolition of the intended shower area, our installers uncovered a pre-existing issue: a failing drain line that tied into the homes main sewer connection. This plumbing concern went beyond the scope of our contract, which covered only minor adjustments to accommodate the new shower base. Full replacement of the main drain line was not included in the original scope of work.
    Our team communicated these findings to the customer on-site, and the customer verbally acknowledged the need for the full drain replacement. The customer's grandson informed our installation team that he would personally handle the necessary plumbing repairs over the upcoming weekend and would contact our office on Monday March 10, 2025 to schedule our installation team to return and complete the shower installation.


    Since that date, we have made multiple attempts to reach the customer to reschedule and complete the project. Unfortunately, we have not received a confirmed date or return communication from the customer or their representative.
    All special-order materials for this project are in our warehouse and ready for installation. We remain fully committed to completing this job and urge the customer to contact us at ************ to schedule a final installation date.
    We value all of our customers and sincerely hope to resolve this matter so that the customer can enjoy their newly upgraded shower.

  • Initial Complaint

    Date:02/04/2025

    Type:Sales and Advertising 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.
    Window depot fraudulently represented a replacement entrance door, as a promotional financing opportunity that approved me for a zero down, zero interest, and zero payment for 12 months, to begin when job was complete. I chose window depot, despite having identical financing terms from west shore home and lowes. The job was promised as a 1 day job, and the specifications of the entrance door were listed on the contract, which included milled replacement trim on the inside. Their idea of milled trim is a 1 by 6 board improperly installed by not having 45 degree angles at both top corners. They didn't install the supplemental trim to surround the 1 by 6 board, that was supposed to make it look like milled trim. They did not finish putting trim over the luxury vinyl flooring which is separated from the bottom of the door. The trim is full of nails that need to be covered up by paint. They said they would return to complete this, so I signed their paper as they left my house. This was a Friday. By Monday I am being told that a project completion certificate has been sent to the financing company, service finance, owned by ***********. When I contacted service finance, ( see separate complaint) I was told they are releasing payment to window world, despite my objection. They also told me that the promotional period ends in 3 months, not 12 months, and that interest would begin to accrue at *****% at the conclusion of 3 months. I was scammed by both. The shoddy work on the incomplete, indoor trim can be seen in photos. The woman on the phone at window depotneeds to stop arguing with customers, raising blood pressure, and agitating a very disappointed customer that will never do business with them again.

    Business Response

    Date: 02/07/2025

    Attached

    Customer Answer

    Date: 02/07/2025

    Better Business Bureau:

    I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me, pending the loan papers from service finance with the 12 month deferred interest and payment, to commence when the installation has been completed.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I remain concerned due to prior deceit from this company and will remain vigilant. 

    Regards,

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

     

     

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