Complaints

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

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Window Nation, LLC has 82 locations, listed below.

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  Window Nation, LLC

  8110 Maple Lawn Blvd Ste 300 Fulton, MD 20759-2694

  
• 

  Window Nation LLC

  1070 N Farm Rd Unit 1 Wallingford, CT 06492-5931

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  Window Nation Cincinnati

  11935 Tramway Dr Ste B Ste B Cincinnati, OH 45241-1687

  
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  Window Nation, Inc.

  4350 Renaissance Pkwy Cleveland, OH 44128-5793

  
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  Window Nation LLC

  19 Cobham Drive Orchard Park, NY 14127

  

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:05/20/2022

  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.

  I have been working with Window Nation since August of last year when they replaced 17 windows at my home. They absolutely butchered the installation by rushing to get done what should have been 3 days of work into 1 day. As a result they broke various windows and put holes in my walls to try to make them fit. They also installed windows that came broken, damaged, or defective from the manufacturer. As well as installing an inappropriate metal trim around the windows that is already warping and coming off, allowing water to get behind it. If that wasn't enough they also put the wrong size screens on all 17 windows. Throughout this year we have been trying to get them to fix everything, we spoke to people in the office, supervisors, workers, what seemed like everyone. When we finally speak to someone to schedule times to come do the work they don't show up or they show up complaining with no tools. They ordered the wrong size screens 5 times in a row now. Their workers show up complaining and with no knowledge of what's happening or what they need to fix. They stay around for less than an hour saying they will call us with updates, weeks go by and no one reaches out. They are now avoiding our phone calls, but when it was time to get paid they showed up with no hesitation or issues. All this being said they have still to fix the poor job they did

  Business Response

  Date: 06/06/2022

  Business Response /* (1000, 5, 2022/05/30) */ Window Nation apologizes to our customer for their poor installation experience thus far. We greatly appreciate their flexibility as we've worked to correct any and all service matters that are left to complete. Window Nation does, however, have the majority of the work completed and are aiming to get a few screen replacements issued as soon as possible so that our customer can begin to enjoy their purchase. We appreciate our customer's patience and understanding, and we will remain in contact as we aim to rectify this matter shortly.

• Initial Complaint

  Date:05/17/2022

  Type:Customer Service 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.

  One of the replacement windows they installed is cracked. We reported this to them last October 2021 and they have at first delayed the replacement date for the window 5 times and now they don't respond even though the last call I got a hold of someone stated the replacement window is in their warehouse and they would have the manager call me.

  Business Response

  Date: 05/31/2022

  Business Response /* (1000, 5, 2022/05/24) */ Window Nation sincerely apologizes for the delays in getting this customer's project completed. We do, however, now have the remaining sash in our warehouse and have contacted the customer to schedule a date for installation. Window Nation appreciates the customer's patience throughout this experience. Consumer Response /* (2000, 7, 2022/05/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) Window Nation representative came out this morning (5/31/22) and removed the bad window and installed the replacement window. Great job, timely, cleaned up after himself well and everything looks great.

• Initial Complaint

  Date:05/16/2022

  Type:Customer Service 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.

  Called and set up an appointment back in February, Sales rep can out by the name of Trevor he did a estimated measure of the windows that we wanted replaced. We are financing so credit check went right through. A few days later we decided to add to the list so Trevor came back out and did an add on to the original list of windows to be replaced. After that I heard no more from no one. I waited 1 month for someone else to call to do the final measurement before the order was submitted. I had to call the original number for them to get someone out to my home. The gentleman by the name of Nate came very pleasant gentleman did his job and left. Roughly, one week later I received an email stating that my windows were off to be made. After that roughly I would receive emails every 2 weeks with an estimated date on when they would be in for install May 5th 2022. It is now May 16th 2022. i have called twice and no one as of yet has called me for install. They also, lied about the price buy 2 get one free. Well, I told Trevor that the pricing was wrong and he blew it off. I would like all of my issues rectified. ASAP I really would appreciate if someone make this right!!!

  Business Response

  Date: 06/03/2022

  Business Response /* (1000, 5, 2022/05/20) */ Window Nation apologizes for any confusion and frustration the customer may have experienced during this project. Our team has been in contact with this customer in an attempt to find when their products will be ready for installation, as well as clarify any discrepancies on their contract. We greatly appreciate the customer's patience and willingness to work toward a resolution.

• Initial Complaint

  Date:05/13/2022

  Type:Customer Service 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.

  We purchased about 17 windows with the past few years and a sliding door from Window Nation. We were told that we had a somewhat limited warranty on all of the items we had purchased. One of the items we purchased was a sliding door (with a screen) for our basement. That screen ripped for some reason and I first contacted Window Nation on 3-3-2020 and sent pictures of the serial number, make, model etc to an email they had provided and they told me I would hear back from someone. I never heard back from anyone- so I called back on 4-14-2020. I was told that they had received my email/photos and that someone would be contacting me within the next few days to schedule service. Again, I never heard back from anyone- so I called back again on 5-2-2020. This time the person I spoke with said she tried to contact the service coordinators while I was on the phone with her to schedule the service, but no one was answering their phone. I was told that they had 48 hours to respond to me- and that this person put a "rush" on the service request. AGAIN! I never heard from anyone. I called back again on 5-9-2020- this time- there was an automated message indicating to expedite requests- that a service request should be filled out on paradigmwindows.com. So I did this- on 5-9-2020. This website indicated that I should receive a call within 3 days of the request, yet here we are- 5 days later- still no contact. All I would like to do is to either replace or repair my screen door as has been confirmed, MULTIPLE times that it is under warranty. No one from Window Nation or Paradigm has called/returned the call. I have made 4-5 attempts over the past 3 months to get service scheduled to no avail. I feel that I have tried to be very patient but am getting to the point of extreme frustration, and filed this compliant as a last resort that someone will call to scheduled service- because every time that I have tried, it has not been successful.

  Business Response

  Date: 06/03/2022

  Business Response /* (1000, 5, 2022/05/18) */ Window Nation apologizes to our customer for the delay in getting their screen door situation resolved. We pride ourselves on good communication and consistent follow up, so we are disappointed for our customer in this experience. Window Nation has ordered the screen door requested by the customer in hopes to rectify their concerns and demonstrate to them that we want them to be completely satisfied. We greatly appreciate the customer's patience and understanding throughout this process.

• Initial Complaint

  Date:05/12/2022

  Type:Customer Service 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 have been going back and forth with Window Nation about the window frames, I ordered bronze windows and the sashes were bronze but the frames were white, and that is what the windows slide on, looks bad. I have to talked to Bernadette several times and she said the frames only comes in white or beige. I was finally told to go to **************** and paint match the bronze and paint them with a paint brush

  Business Response

  Date: 06/03/2022

  Business Response /* (1000, 5, 2022/05/18) */ Window Nation apologizes for any miscommunication and inconvenience this customer has experienced. We have contacted the customer with the options that Window Nation can provide for the colors of the windows and have come to an understanding on the products. Window Nation appreciates our customer's patience during this project.

• Initial Complaint

  Date:05/12/2022

  Type:Customer Service 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.

  Window Nation replaced 20 windows yesterday. As a result of their installation, there are holes between the stone facade where WINDOW NATION'S installers knocked out concrete. I spoke with Window Nation and they apologized but did not offer to fix the problem. The installers also knocked down and damaged wall hangings and did not return furniture after they moved it.

  Business Response

  Date: 06/03/2022

  Business Response /* (1000, 5, 2022/05/18) */ Window Nation apologizes to our customer for any damage done to their home during our installation. We pride ourselves o good quality installations and "doing it right" the first time. We regret that this has not taken place in this instance. Window Nation has made contact with the customer and will continue to follow up as we formulate a plan to resolve this issue for both parties. We appreciate our customer's patience and look forward to a resolution.

• Initial Complaint

  Date:05/10/2022

  Type:Customer Service 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.

  Jun 5, 2021 I had 7 windows installed in my home. I financed $6,397.00. The same day they were installed 3 of them were bad, the frames buckled. I was told it happened when the manufacturer wrapped the windows. I was told I would be contacted and never was called. I had to call them. The came out in a timely manner to assess the issue. After that is when my problems started. I was never updated on when or how long it would be for the new frames to come in. October they called to make an appointment for service. When the came they only had screens and no frames. When I called the company asking what happened, first they told me the installers forgot the frames in their warehouse. But then I got a call back telling me the frames were NEVER ordered, during all of this I'm at work and have to walk away from my job to deal with this issue. I asked for the order to be rushed it was not. I was also told I would be reimbursed $250 for the hassle/mix-up/frustration/disruption at work. I was then told the won't be in until December. They didn't come in until February. We schedule again for February 28th. I took off work. The installers NEVER showed nor was I called about the job being cancelled. 2 different managers called me and apologized. We rescheduled yet again for now April 23. Window Nation cancelled again and I had to reschedule for April 30. Installers came out and that's when they told me the new frames WON'T fit because they were a half inch to small (basically measured wrong). I called the company again same day. I was told someone would call me Monday May 2. No one called me and it's almost 2 weeks I have been trying to speak to a manager to have this issue addressed. I keep being told someone will call me and no one does. It will be 1 year next month since my stall and my issue still isn't resolved. I want what I paid for. I was also told I'd be reimbursed $300 again due to their mix-up. I'm very frustrated and unhappy with their service.

  Business Response

  Date: 05/31/2022

  Business Response /* (1000, 5, 2022/05/13) */ Window Nation is very sorry for this customer's project experience thus far. We pride ourselves on quality measurements, communication, and installation. We have not met those expectations in this case. Window Nation will continue to work with our customer to get the proper measurements for the windows and work to ensure that the customer gets exactly what they purchased; a quality product and look. Window Nation greatly appreciates our customer's patience and looks forward to resolving their concerns.

• Initial Complaint

  Date:05/09/2022

  Type:Customer Service 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.

  Last month, one of our windows cracked without any provocation. They are only 4 years old, having been installed in August of 2018. On Apr 8, 2022, we opened a service request to have the window replaced. The window is covered under a lifetime warranty, but we were told we'd have to pay for labor $150. We paid the labor fee as instructed the same day & provided the requested photos, serial numbers, etc. On Apr 13, I sent a follow-up email to customer service, asking for an update, as no one had attempted to contact us regarding scheduling our repair. No response. On Apr 14, I spoke with a rep on their online chat who said she was going to have someone from the service department contact us "soon." No one did. On Apr 18, we called the service number & were told that nothing had happened with our account yet, but the rep would see if the coordinator for our project was available to talk with us. She was "in a meeting." I told the rep that we would wait on hold till she came out because I believed she would not call us back, as we'd received no response from any prior inquiries. Rep put us on hold, came back & told us the coordinator would "rush" the job. I requested the coordinator, Marina, call us & tell us that personally, as we were allow to have her direct contact info. No call back. During the week of Apr 25, we called again to check on the status of our repair. We were told ETA for the new window was May 6 & we would receive a call for scheduling by/on that date. It is now May 9, and no one has called. We called & spoke with a rep who said she was escalating this to her manager, who was also conveniently also "in a meeting" during the time of our call. When I expressed to her that we have had zero luck with anyone returning our calls to date, she said that she would call us back personally by the end of the day today if her manager did not call. It is now after 5 PM, closing time per their website, & no call back. We do not believe they will call us back.

  Business Response

  Date: 05/16/2022

  Business Response /* (1000, 5, 2022/05/13) */ Window Nation apologizes for the lengthy delay on this customer's window repair. Our goal is to handle any request for service immediately and effectively. We regret this has not happened in this case. Window Nation does, however, have the needed parts in our warehouse and are in the process of scheduling an appointment for replacement. Window Nation will continue to follow up with our customer to ensure that all their concerns are addressed and that we have a complete resolution. We appreciate our customer's patience. Consumer Response /* (2000, 7, 2022/05/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) We received an almost immediate response from the Escalation Team at Window Nation following our submission of complaint with the BBB, expressing their apologies and ensuring us that we would be hearing from the local WN "by the end of the week." We followed up with the Escalation Team today (Friday 5/13) and were told that the part was received (which we actually already knew) and someone would be reaching out for scheduling today or Monday. We are appreciative that the Escalation Team nudged the Service Dept. and got us a response, and we are scheduled for install a week from Monday. As long as someone shows up for the appointment on Monday 5/23, which I am concerned that someone might not given the false promises of communication in the past, I happily accept the response and am grateful to move on to other things. If, however, the install is delayed or if the installer does not show up, we will be contacting the BBB to reopen the case.

• Initial Complaint

  Date:05/08/2022

  Type:Customer Service 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.

  My new windows were installed on 4/12/22. Before the installers left i pointed out areas of concern (missing screen, bent screen, 6 screens that did not fit properly, one window measured incorrectly and needs to be re-ordered and a custom window with no inside trim). These were noted by the installers and they took the request back to the office (they would not give me a copy). The next day I tried to use the stoppers on the window, opened a window and it went over the stopper and I could not close the window. I called customer service and they talked me through how to pop the window out as if i was cleaning the window and they would also send me directions. I could not get the window to pop out and never received any directions. I did manage to get the window closed but also noticed the stoppers on this window and a couple others was backwards. I called again and was told my call would be escalated to Matt and he would call me back. I received an email asking me to take pictures which i refused and told them to send someone over because i had issues. What are the pictures going to do since the installers already saw and documented the issues. No call back i called again and was told again Matt would be in contact but my order was entered and parts should be arriving by 6/1. No call back I called again the customer rep said she would contact Matt. She came back to the phone to tell me Matt said everything was order and would arrive by 6/1 he would not talk to me directly. I'm not sure how everything is ordered when he has not spoken to me and taken in all of my complaints. I have noticed since this call other screens that are not in place and may be bent because they do not line up outside the windows. All i want is for someone to come by and look at these issues and make sure that all will be fixed at one time and not need multiple orders and me taking additional time from work. I think that is the least that should be done for $31,000

  Business Response

  Date: 05/31/2022

  Business Response /* (1000, 5, 2022/05/13) */ Window Nation apologizes to our customer for the poor installation that was completed. We expect the highest standards from our installation crews, so the fact that our customer did not experience the best they could in this case is disappointing. Window Nation does, however, have an appointment scheduled today, May 13, to assess the issues and figure out the best path forward to complete our customer's project. Window Nation is grateful for the opportunity to rectify these concerns, and we are grateful for our customer's patience.

• Initial Complaint

  Date:05/06/2022

  Type:Customer Service 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 purchased windows from Window Nation in March 2020. I was satisfied with the process and happy with windows. Now one of the windows is difficult to open and I have been attempting to have a service person come out to fix this. Another window has a cross bar that is not level which is annoying to look at but does not impact the performance of the window. I have made several phone calls to the subcontractor, ************* but they do not answer the phone. All calls go to a voicemail. They have now scheduled a service call without speaking with me. The time schedule, which is an 8 hour window is not acceptable. I want someone to speak with me and set up a time that is convenient for me.

  Business Response

  Date: 05/31/2022

  Business Response /* (1000, 5, 2022/05/13) */ Window Nation apologizes to our customer for the inconvenience they've experienced thus far. We pride ourselves on being customer-focused and able to accommodate our customer's needs. We regret our customer has experienced less than that in this case. Window Nation does, however, have an appointment for the customer's project scheduled on May 18, 2022 - a day in which the customer has confirmed they will be available. Window Nation appreciates our customer's patience and understanding, and we look forward to providing them a proper resolution.