Complaints

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

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  Window Depot USA of Richmond, Charlottesville, and Fredericksburg

  9041 W Broad St Ste 3 Henrico, VA 23294

  
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  Window Depot USA of Richmond, Charlottesville, and Fredericksburg

  1912 Rio Hill Ctr Charlottesville, VA 22901-1142

  
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  Window Depot USA of Richmond, Charlottesville, and Fredericksburg

  218 Albemarle Square Charlottesville, VA 22901

  
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  Window Depot USA of Richmond, Charlottesville, and Fredericksburg

  1740 Broadway St Ste 11 Ste 11 Charlottesville, VA 22902-5877

  

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:09/23/2022

  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.

  Did not follow proper lead containment practices when removing the windows in my home. Found lead chips on my children's bedding, the floor, kitchen, every room in the home. Additionally, they left paint chip all around my property. They did not use HEPA filters on their vacuum they used for the lead dust. The windows were not properly sealed and had large gaps where lead flowed through. Workers did not wear any safety equipment when handling lead materials and did not properly dispose of them as well.

  

  Business Response

  Date: 09/27/2022

  Our company takes very seriously our responsibility to comply with the EPAs Renovation, Repair, and Painting Program Rule (***), where applicable. We had at least one Certified Renovator on site at Mr. ********* home at all times and all other members of the crew were trained to use lead safe work practices. ******************** got upset with a member of our crew during the afternoon of Thursday September 22 and did not let us back inside his home to complete the standard cleaning protocol. When ******************** called our office later that day to report his concerns with the cleanup, we offered to send the crew back out that evening to clean. ******************** refused to let the same crew return. We then offered to send a different crew that evening to clean and he refused that as well.  The following morning, the owners of the company went to the job site to assess the situation. After reviewing the worksite and talking with the homeowner, we resumed work and cleanup following the requirements of the *** rule. The owner checked in with ******************** that evening to ask about his satisfaction with our work and cleanup that day, and he responded that the job went well and he was pleased with the work of our crew. We are continuing to talk with ******************** about his request for a billing adjustment and hope to arrive at a reasonable settlement soon.
  

  Customer Answer

  Date: 10/04/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response provided by the Window Depot is not acceptable and a twisting of the truth to try and obfuscate the truth. I did not refuse to let the crew back into my home to clean after I made complaints to the crew chief. This can be corroborated by several members of the crew as well as my CCTV and audio recordings of the situation. Furthermore, the owners of the company did offer to send the same crew members involved in the illegal lead disposal to come and clean up again. However, I informed them that the methods they used to clean in the first place were not in compliance with *** and standard practices for lead containment. Them sending a crew to use non hepa filtered vacuums would only make the situation worse for my family and further risk the health and safety of my family. I refused to allow for workers that did not follow safety protocols into my home after witnessing, filming and documenting countless violations. 

  My family had to camp in the back yard for 4 days until the home able to be occupied again after the lead dust was found everywhere in my home. Including my children's bedding and bathroom. 

   Since then, my entire family has had to get blood tests for lead, spent over 40 hours on phone calls with experts. Complaints have been made to the *** that did a site inspection and found contamination on the grounds beneath the windows that were not properly sealed during removal. 

  THe company offered a 40$ discount per window in their invoice. Yes 40$! In the invoice. In the invoice they admitted that the 40$ discount was for the "cost of lead based safe practices". They admitted to not following their own lead based safety policies in their invoice.

  This is laughable as I have had to completely close down my home business, spent hours in cleanups, doctor visits and an overwhelming concern for the health and safety of my young children and family. They have never even gone a** far as asking if we are ok. I now have to have my well water tested as well as the soil where I grow vegetables and where my dog plays. This is countless hours of stress and frustration with no concern from The Window Depot. 

  This has cost me thousands of dollars, countless hours, loss of health, sleep and unheard of toll on my family and my land. 

   

  Regards,
  
  *******************************
  
  
  
  

  
  

  

  Business Response

  Date: 10/09/2022

  Our customers complaint continues to evolve with each communication.
  
  Originally, our customer complained that we didnt follow proper lead containment practices when removing their windows and asked for a billing adjustment based on unsupported claims of monetary loss. We stand by our original response.
  
  When our customer first brought his concerns to the owners attention (at the end of day 2 of the installation),we offered to go back that evening to clean. He refused to allow the original crew back into his home. We then offered to send a different crew that evening,but he refused that as well.
  
  Our offer to refund the cost of lead safe practices was not an admission of guilt. Our customer was not happy with our lead containment services, and rather than argue with him point by point, we offered to refund the cost of those services. It was simply an offer to settle the dispute, nothing more.
  
  Now, our customer has added to his complaint and alleged even more damages, which we believe to be exaggerated, unreasonable, and unsubstantiated. For what purpose, we are not sure, because the customer accepted our offer of settlement. Our email to the customer on October 3, ******************************************************************************************* an attempt to settle the dispute, that we hoped the settlement is satisfactory to them, and to contact us if they had any additional questions or concerns. Since they paid the reduced balance due and did not contact us for further discussion, we consider the offer accepted and the matter settled.
  
  That said, we are providing the following additional information:
  
  Our customer lives in a house built in **** that has lead paint. We believe that it is highly unlikely that the work we did caused his family to suddenly fall ill with lead poisoning. If the customers well water and soil are contaminated, it is more likely the result of 198 years of lead paint on the exterior of his home and outbuildings.
  
  During the afternoon of day 2 of the installation, an incident occurred where one of our crew members entered the home without removing his shoes and left footprints on the customers floor and rug. This angered the customer, and two crew members were sent home. Our remaining crew informed us that the customer threatened to sit on the front porch of his home with a loaded shotgun and shoot anybody that goes into his home with shoes on. After that, the only person permitted to enter the home was the crew leader,and he was not permitted to go upstairs to complete the days cleaning protocol or retrieve our tools, vacuum, and other equipment left inside. We believe this added context is important to understand why our standard cleaning protocols for that day were not followed.
  
  We returned the morning of day 3 with a different crew and used enhanced lead safe work practices, above and beyond the requirements of the *** rule, to complete the interior portion of the window installation project. At the conclusion of day 3, our crew thoroughly cleaned each work area and performed the proper post-renovation cleaning verification for the entire project. That evening, the owner spoke with the customer and he confirmed that he was satisfied with the new crews work.
  
  In our customers original complaint, he stated that he incurred hotel fees as we could not sleep in the home, yet he didnt supply receipts. In his subsequent complaint, he claimed that he had to stay in the back yard for 4 days until the home was able to be occupied again. Yet, on day 3 of the installation, our crew observed his wife cooking in the kitchen and his child exiting the bathroom after bathing, indicating that the home was occupied by the family.
  
  In both complaints, our customer mentioned having to stop his home-based business, which caused monetary losses. Yet, our customer informed us that his business is restoring antiques in his garage, photographing them in the basement, and reselling them on the internet. We did not remove any windows in his garage or basement;therefore, we are confused as to how our actions would have prevented him from operating his business.
  
  Our customer asked to keep his old ******************** sashes and exterior shutters, which are covered in lead paint,in order to repurpose them. We are confused as to why our customer, who expressed an overwhelming concern for the health and safety of my young children and family would want to keep and restore items clearly covered in lead paint.
  
  And finally, our customer stated that he filed a complaint against our business with the **** To date, we have not been contacted by the **** If we are contacted, we will defend our actions with them.
  
  Just to reiterate, our customer accepted our offer of settlement, therefore we consider this matter closed.
  

  Customer Answer

  Date: 10/16/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************************
  
  
  
  
  

  Customer Answer

  Date: 10/17/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  My responses are in bold. The company's original replies are in italics. 
  
  
  Originally, our customer complained that we didnt follow proper lead containment practices when removing their windows and asked for a billing adjustment based on unsupported claims of monetary loss. We stand by our original response. 
  This statement is entirely false. I never asked for a billing adjustment. I have never in written or spoken communication asked for any billing adjustment. 100% false and misleading statement from The Window Depot.  
   
  When our customer first brought his concerns to the owners attention (at the end of day 2 of the installation), we offered to go back that evening to clean. He refused to allow the original crew back into his home. We then offered to send a different crew that evening, but he refused that as well.

  
  Yes the company offered to send (at 7pm at night) the original crew members that did not follow any *** cleaning protocols in the first place. That same crew did not use H*** filters in their vacuum, did not properly seal the windows prior to removal, did not wear protective equipment, was not lead certified. They did offer to send a new crew. I brought up the issue of them not using the proper cleaning equipment to clean (H*** filters, wet and or dry wipes etc.). The owner did not have an answer. In addition, the crew didnt even have any of the proper equipment on their truck. This was made evident on day 3 when they had to leave to go to Lowes to buy a H*** vacuum, booties, hazmat suits etc. Their employees ****** and ****** were tasked to leave my property and go purchase the proper equipment. They came to my home and werent even supplied with any of the basics to follow lead-based safety basics. Sadly, it wasnt until the third day that they decided to get the proper equipment.  
    
   
  Our customer lives in a house built in **** that has lead paint. We believe that it is highly unlikely that the work we did caused his family to suddenly fall ill with lead poisoning. If the customers well water and soil are contaminated, it is more likely the result of 198 years of lead paint on the exterior of his home and outbuildings. 
   
  THe well was tested for lead and other contaminated prior to us purchasing the home 6 months ago. The notion that the well has not been tested in 198 years is false and misleading. As any certified lead specialist knows, the lead is safe as long as it is not disturbed (such as replacing windows. As such, the lead would not cause harm if it is handled with care and by following proper safety guidelines which The Window Depot did not. Additionally, commenting on the health of my family members considering they know nothing about what we all have had to go through is offensive and shows continued lack of remorse for the danger they put my children through.  
  
   
  During the afternoon of day 2 of the installation, an incident occurred where one of our crew members entered the home without removing his shoes and left footprints on the customers floor and rug. This angered the customer, and two crew members were sent home. Our remaining crew informed us that the customer threatened to sit on the front porch of his home with a loaded shotgun and shoot anybody that goes into his home with shoes on.  

  
  The above statement is completely false. I never threatened anyone. This complaint is completely new and has never been brought up in all of the communications between the company and myself. I have had multiple conversations back and forth and the above statement has never surfaced. And now, suddenly they are making the above claims to somehow tarnish my credibility. The lack of business ethics as well the continuous outright lies from the company are astonishing, disappointing and a clear example of how they treat customers.  

  
  After that, the only person permitted to enter the home was the crew leader, and he was not permitted to go upstairs to complete the days cleaning protocol or retrieve our tools, vacuum, and other equipment left inside. We believe this added context is important to understand why our standard cleaning protocols for that day were not followed. 

   
  The above statement is an absolute lie. The only crew members not allowed in the home were the 2 that they head member sent home. The two that were sent home were on the second day. They both refused to take their boots off on my home and spread lead, dirt and mud all over my floor and antique rug. I asked them personally not to walk in my home with their shoes on. Both did not comply. When I spoke to ****** (the lead staff) why his crew continued to not follow my requests he replied that he had asked them not to but they did not listen to him. Shortly after, those 2 crew members were sent home (by ******). ****** did come back into the house after. He was not barred or told not to continue his work at all. This is a clear falsehood made as an excuse as to why they would leave my home with lead chips scattered in my children's bedrooms, living room, hallways and the exterior of the home. If they werent permitted upstairs as the company claims, why didnt they clean the downstairs? Why did they leave lead chips around the entire exterior of the home? Simply, they did not follow the rules and regulations for dealing and containing lead. The company is absolutely lying. They left their non hepa rated shop vacuum in my 9 year olds bedroom. I tested the contents later that evening and it was covered in lead (I have the video and photographic evidence of all of this). Their "standard of cleaning" was substandard whether is was upstairs, downstairs or outside. Their equipment was substandard. They left the vacuum by accident, they didn't bother to clean on day one or two. None of this was affected by my actions. If their statement is true why didn't they clean after day 1? They didn't state that I refused them from cleaning outside the home. Yet, there were paint chips everywhere. The protocols were not followed because there was not a lead certified worker at my home at all on day 2. The lead for the project was not certified (self reported). The original lead certified worker that was supposed to handle this job, ******, was at an appointment with his father for the 1st 2 days. He only returned on the third day to clean up and finish the last 2 windows. Meaning 17 windows were done outside of laws and regulations to contain lead.
   
   
  We returned the morning of day 3 with a different crew and used enhanced lead safe work practices, above and beyond the requirements of the *** rule, to complete the interior portion of the window installation project. At the conclusion of day 3, our crew thoroughly cleaned each work area and performed the proper post-renovation cleaning verification for the entire project. That evening, the owner spoke with the customer and he confirmed that he was satisfied with the new crews work.

  
  The above statement is not true. They did not use enhanced lead safe work practices. They use the proper practices that they were contractually and legally obligated to perform. The first 2 days they did not use any of the proper practices. Rooms were not sealed at all, no caution tape was used even though they knew we had children, the **** system was not covered even though it was directly under the windows that were removed, there was not a 6 space beneath the windows covered in plastic, furniture was not removed or covered, there was a 10 barrier to catch the lead on the outside of the building beneath where the windows were removed, employees did not have on safety equipment, H*** filters were not used in vacuums etc.) It was only on the 3rd day after many complaints, did they follow proper practices. Their statement is misleading and completely false. It took until day 3 for them to go to Lowes and purchase all of the proper equipment new.  
  
   
  In our customers original complaint, he stated that he incurred hotel fees as we could not sleep in the home, yet he didnt supply receipts. In his subsequent complaint, he claimed that he had to stay in the back yard for 4 days until the home was able to be occupied again. Yet, on day 3 of the installation, our crew observed his wife cooking in the kitchen and his child exiting the bathroom after bathing, indicating that the home was occupied by the family. 
  The above statement is very concerning. Yes, I did say we would have hotel fees at the end of this situation. However, there was not a hotel that would accept my dog that was in close enough proximity to my childrens schools. As such, we were forced to sleep in a small camping trailer in the backyard for 4 days. I spoke with a lead expert (happy to provide contact information) who advised me NOT to occupy the home out of caution until the home could be tested and or cleaned properly. There was no place to shower or cook. So yes, we had to come into the lead contaminated home in order to cook, meal prep, use the refrigerator and shower. The fact that you are using your employees to monitor and report my family's private matters is disturbing. The home was not occupied, we were using the basic needs we could not provide in a camping trailer. Again, no remorse, no concern and no apologies for what my family had to endure due to the company.  
   
  In both complaints, our customer mentioned having to stop his home-based business, which caused monetary losses. Yet, our customer informed us that his business is restoring antiques in his garage, photographing them in the basement, and reselling them on the internet. We did not remove any windows in his garage or basement; therefore, we are confused as to how our actions would have prevented him from operating his business. 

  
  The above statement is not true. The Window Depot knows very little as to what I do and how I make a living. As such, them imagining and creating how the home is used and what areas are used as a part of the business is ridiculous.  Their above statement is so far from reality, literally all wrong, it is hard to even comprehend why they would try to assert they know how the home is used, what rooms, and in what capacity. I have receipts, profit/loss documents as well as statements as to how the home is used, how we were negatively financially impacted and for what length of time.    
   
  Our customer asked to keep his old ******************** sashes and exterior shutters, which are covered in lead paint, in order to repurpose them. We are confused as to why our customer, who expressed an overwhelming concern for the health and safety of my young children and family would want to keep and restore items clearly covered in lead paint. 
  As The Window Depot noted my home was built 198 years ago. As such, as a proper ******* of the history of the home, the original windows should stay with the home. As such, I asked the company to place them in the garage atop the concrete pad to be wrapped in plastic and covered. The Window Depot lied in the above statement above. I never once stated that they would be repurposed. I simply asked they remain on the property as they are my property. The shutters were to be placed next to the windows as we will get them professionally encapsulated and repainted. There was never mention of reusing, repurposing or anything as such. The location of the windows and shutters is in a locked, concrete floored, dry area. Safe and not a danger to anyone.  
   
   
  And finally, our customer stated that he filed a complaint against our business with the **** To date, we have not been contacted by the **** If we are contacted, we will defend our actions with them. 
   
  I have the *** case number, as well as the contact information of the officer handling the case. If you would like a copy of the emails between myself and the officers at the federal, state and county *** let me know. I have those as well. 
   
  Just to reiterate, our customer accepted our offer of settlement, therefore we consider this matter closed. 
  Our offer to refund the cost of lead safe practices was not an admission of guilt. Our customer was not happy with our lead containment services, and rather than argue with him point by point, we offered to refund the cost of those services. It was simply an offer to settle the dispute, nothing more. 
   
  Now, our customer has added to his complaint and alleged even more damages, which we believe to be exaggerated, unreasonable, and unsubstantiated. For what purpose, we are not sure, because the customer accepted our offer of settlement. Our email to the customer on October 3, ******************************************************************************************* an attempt to settle the dispute, that we hoped the settlement is satisfactory to them, and to contact us if they had any additional questions or concerns. Since they paid the reduced balance due and did not contact us for further discussion, we consider the offer accepted and the matter settled. 
   
  I was sent one invoice from The Window Depot. That invoice was for the cost of the windows and instillation. Minus the 40$ charge for the lead-based safety practices. In paying this invoice, I in no way settled anything. The company stating that I somehow accepted a settlement is another example of their deceptive and unethical business practices. They state they did not want to argue point by point so they sent a reduced invoice. This makes no sense. They did not follow lead-based safety practices that they were contractually obligated to follow. They provided me with only one option for paying for the windows and did not provide an initial full invoice. The financial deception, lack of ethical practices and lack of any type of remorse just continues to wreak havoc on my family and my time. Who on Earth would endure over 40 hours of phone calls, doctor visits, blood tests, specialists, *** visits, thousands of dollars of lost business and settle for a 40$ discount? Somehow we settled?  

  
  I reject this companys continued skirting of *** laws in regards to lead-based safety. I reject The Window Depots outright lies and mistruths. I have videos, hundreds of photos, receipts for doctor visits, photos of us setting up camp, emails from lead specialists, *** officers, and more. Everything I am stating has rock solid proof. None is word of mouth or made up. My business losses are real, my families stress in dealing with this company is real, the damage to my home and property is real and documented. None of what the company stated in response to these allegations has been true. 
  
  Regards,
  
  *******************************
  
  
  
  

  
  

  

  Business Response

  Date: 10/24/2022

  We stand by our response. There was nothing false or misleading about it.  The customers original complaint filed with the BBB on 9/23/22, contained the following:

   

  Desired Settlement:
  Other (requires explanation)
  Billing adjustment; *********** is responsible for our hotel fees as we could not sleep in the home, our meals, payment for stopping our home based business
   

  The customers complaint revolves around his dissatisfaction with our lead safe practices and clean up. If our customer was dissatisfied with our work on day 1, then he should have expressed this to us on day 1. If he had, we would have addressed his concerns sooner. We tried to resolve his complaint when he first brought his concerns to our attention on day 2. We offered to return to his home that evening with a different crew to clean, and he refused. If we were permitted to return to his home, then we would have sent properly trained employees with the proper equipment. We addressed his concerns on day 3 and the customer stated he was satisfied with our work. We refunded the entire amount of the cost of lead safe services from his bill because of his complaint, and he agreed to pay the remainder of the balance. We dont know what else we can do to resolve this customers complaint.

   

  Regarding the threat made to our crew members, we only stated what our crew members reported to us. We werent there, so we didnt hear it firsthand. However, we did find our crews report credible because the customer made a similar threat while speaking to the owner on the phone after day 2. During our phone conversation, he threatened to sit on his porch with a baseball bat and not let our crew back inside. Our phone calls are recorded, so I have proof of that threat.

   

  The customer has also filed a complaint with the *** regarding the work that we did at his home. We have been contacted by the ***. They performed an audit and we are awaiting their final report.

   

   

   

   

  Best regards,

   

  *********************, Owner

  Window Depot *** of Richmond, Charlottesville & Fredericksburg

  2013 ***********

  **********, ** 23113

  RVA: ************** | CVL: ************** | FBG: **************

  

  Business Response

  Date: 10/24/2022

  We stand by our response. There was nothing false or misleading about it.  The customers original complaint filed with the BBB on 9/23/22, contained the following:

   

  Desired Settlement:
  Other (requires explanation)
  Billing adjustment; *********** is responsible for our hotel fees as we could not sleep in the home, our meals, payment for stopping our home based business
   

  The customers complaint revolves around his dissatisfaction with our lead safe practices and clean up. If our customer was dissatisfied with our work on day 1, then he should have expressed this to us on day 1. If he had, we would have addressed his concerns sooner. We tried to resolve his complaint when he first brought his concerns to our attention on day 2. We offered to return to his home that evening with a different crew to clean, and he refused. If we were permitted to return to his home, then we would have sent properly trained employees with the proper equipment. We addressed his concerns on day 3 and the customer stated he was satisfied with our work. We refunded the entire amount of the cost of lead safe services from his bill because of his complaint, and he agreed to pay the remainder of the balance. We dont know what else we can do to resolve this customers complaint.

   

  Regarding the threat made to our crew members, we only stated what our crew members reported to us. We werent there, so we didnt hear it firsthand. However, we did find our crews report credible because the customer made a similar threat while speaking to the owner on the phone after day 2. During our phone conversation, he threatened to sit on his porch with a baseball bat and not let our crew back inside. Our phone calls are recorded, so I have proof of that threat.

   

  The customer has also filed a complaint with the *** regarding the work that we did at his home. We have been contacted by the ***. They performed an audit and we are awaiting their final report.

   

   

   

   

  Best regards,

   

  *********************, Owner

  Window Depot *** of Richmond, Charlottesville & Fredericksburg

  2013 ***********

  **********, ** 23113

  RVA: ************** | CVL: ************** | FBG: **************