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 38 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

• 

  Window Nation Cincinnati

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

  
• 

  Window Nation

  2940 N State Highway 360 STE 300 Grand Prairie, TX 75050-6424

  
• 

  Window Nation, LLC

  5675 Oakbrook Pkwy, Suite 8 Norcross, GA 30093

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:08/22/2024

  Type:Product 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.

  This company is misleading and does not provide the quality of service they guarantee. We met with our sales associate to get a price quote on windows and also let him know that we were getting our entire house so it was going to be anywhere from 6 to 12 months before the install of the windows could happen. He assured us multiple times that that was not an issue as well as that They were a family owned company and completely open to working with us on anything. He assured us they were not a corporate company. We have now found out that all of that was a lie, and that they are a corporate company. they are not willing to work with us on our timeline and we have received nothing but repetitive messages and texts about how we need to get these windows installed. After speaking with them multiple times, no one seems to listen or understand that the staircase is completely removed to get to the upper windows so theres no way to install them right now as well as prior to the staircase being removed. I had spoke with the sales manager, trying to cancel our order due to already having issues with them not understanding we werent ready to install yet due to safety concerns and was told that it didnt matter if anything happened to the workers because they have their own Workmens Comp. insurance so they could still install the windows even if the stairs were not properly secured. This immediately made me feel horrible, because not only are they putting the safety of their workers at risk, but they are also possibly going to damage some thing else in our home if the stairs were to happen to fall, and they are not listening nor caring like they had stated they were going to do from the beginning. The reason why we place the order the day he came, was because he said that we could delay install, and that these were lifetime windows. All of the things he stated in our initial consultation was a lie, and they wont even send us our contracts to review

  

  Business Response

  Date: 08/28/2024

  Window Nation regrets that our customer has these feelings toward our business and their experience. Our goal is 100% satisfaction for every customer. ********************** apologizes for the miscommunication concerning the customer's current home improvement project and the need to delay the installation of their windows. Window Nation did speak to our customer on August 21, 2024, and confirmed that we are more than happy to accommodate an installation of their windows in October. Window Nation is confident that our customers will be pleased with the finished project.

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22177351
  
  I am rejecting this response because:

  This still does not change the issues of being lied to and putting their employees at risk. We also still do not have any idea on when our new foundation will be installed so we dont know if October will work. Honestly we are at the point where we do not trust you to uphold your lifetime warranty or anything else that has been promised because so far everything has been only half of a truth

  
  Sincerely,
  
  Madison Luck

  

  Business Response

  Date: 09/03/2024

  Window Nation apologizes for any miscommunication that happened with our customer during their sale. ********************** does have the customer ********************* and has reached out to them multiple times to discuss what would work best for them. Window Nation would like to offer to drop off their windows, and they can have them installed by the individuals doing their home renovation, or we would be more than happy to keep the windows until they are ready for installation.

• Initial Complaint

  Date:08/21/2024

  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.

  Installed damaged windows from the warehouse on July 13th, 2024. Since then weve had someone visit to look over the problems with windows, he suggested they start over with all new windows. After re-ordering replacement windows, Aug 12th the installer arrived with one correct window, one window the wrong size and missing the third window completely. A list of damages to the installed windows are dented frames, holes in screens, seals in two windows are failing/bulging already, and missing caps over screws on every window. Ive attached photos of these problem areas and have sent numerous emails and calls to the company. ****** manager ***** ******** has yet to call me back since the last issues and ******* ****** (install manager) claims his computer went down and would need to get back to me.

  

  Business Response

  Date: 08/28/2024

  Window Nation apologizes that our customer has had any issues with their project. We always aim for a complete installation the first time. In this case, we have already ordered the service parts and have an ETA of September 4, 2024. Prior to the parts arriving, we will be setting up an assessment with our customer to go over their job and create a list of items that may need to be addressed. Window Nation will continue to follow up with the customer once everything has been completed to their liking.

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22141099
  I am rejecting this response because:
  
  As of today, Aug 29th, 2024, Ive only received a call on Aug 23rd from Window Nation manager ***** ********. He stated ******* ****** (Install manager) would be contacting me to confirm what they are ordering is correct. ******* left me a vmail Tuesday and Ive tried to reach him twice now with no response. Since though then I received two emails stating I have an install scheduled 8/28/24 at 6:00am. Those emails were sent to me on 8/28/24 at 3:30pm and Ive attached a screen shot of those emails so you can see what were dealing with here. I dont know whats going on over there at Window Nation but I have zero confidence that anything will be resolved at this point and they are just stinging this along hoping well just go away. I would like to know what can be done for getting some of what we paid up front back since I continue to days off from work and nothing is being resolved since this all started with damaged windows installed on June 13th, 2024.
  
  Sincerely,
  

  
  *** ****

  

  Business Response

  Date: 09/03/2024

  Window Nation regrets that our customer has these feelings toward our business and their experience. Our goal is 100% satisfaction for every customer. ********************** did speak to our customer on September 4, 2024, and determined what is needed to complete all of the necessary service issues. Once the additional parts come in, we will reach out to schedule our customer. ********************** greatly appreciates our customer's patience and looks forward to bringing them a complete resolution.

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22141099
  
  I am rejecting this response because:
  

  After another week and two calls with Manger ***** ******** and Install Manager *******, they still cant seem to order the right replacement windows and parts. Installer **** arrived on Aug 12th, 2024 (today is Sept 3rd) with one correct window and one window the wrong size and missing the third window. He didnt have to caps for the screws, claimed he left at the warehouse or screen replacements. Following that mess, I talking to ******* today to confirm what needs to be replaced, (1) one correct size window, (1) missing window that never arrived last time, all the caps to cover screws and replacement screens for the ones with holes in them. Following that call I then received a voicemail from ******* saying he spoke to the installer **** and was told the order was wrong and he didnt have wrong size window on Aug 12th. Both my wife and I spoke to **** that day and he apologized for having the wrong size window but claimed he would re-order it for us. *** requested a call with Window Nation Manager Denver ***** ******** tomorrow to discuss options to not deal with ******* anymore. ******* continues to get the order wrong even after talking through the order together. Once again the original install was July 7th, 2024 and were still waiting on the replacement windows for damaged, defective and missing parts. They keep saying once they confirm the order it will be 10 days after that and replacements should arrive, we cant even get to the ordering phase now. 

  I have huge regrets deciding to hire Window Nation Denver and would advise anyone to stay away from this company. 

  
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 09/12/2024

  Window Nation has a ship date of September 26, 2024, once those parts are checked in and inspected we will be reaching out to our customer to schedule their service.

  Customer Answer

  Date: 09/15/2024

  Today we experienced our first substantial rain since our windows were installed. We noticed water leaking in a window so we looked around the inside and noticed how poor the windows were caulked, gaps and spaces all around the inside. I could see where the water was coming in so I took a picture of the extremely poor caulking job that done with our window install. Ive attached a picture to show the gaps and problems we noticed today/

  

  Business Response

  Date: 09/20/2024

  Window Nation still has the expected arrival date for parts once received we will reach out to schedule our customer.

  

  Business Response

  Date: 09/20/2024

  Window Nation still has the expected arrival date for parts once received, we will reach out to schedule our customer. The expected ETA date is 9/26/2024. 

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22141099
  
  I am rejecting this response because:

  Issues have not been resolved, just an estimated timeframe for new windows arrival to their warehouse. Windows caulking problems have not been resolved as of today either. So no, I do not accept response until ALL problems have been corrected. 

  
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 10/06/2024

  Window Nation is scheduled to complete all services necessary on October 9, 2024, and we appreciate our customers understanding as we are working towards a resolution.

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22141099
  
  I am rejecting this response because:
  

  Install tech arrived today to replace the two defective/damaged windows. Only one was replaced, the second one had a defective seal on the slider window. Installer stated he would notify Window Nation of the need to order yet again a replacement window. So issues continue, I emailed WN of the latest issues and waiting on a response.

  I attached a photo of the latest defective window installed.

  
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 10/14/2024

  Window Nation apologizes for the fact that in this scenario we did not hit our own standards. We immediately ordered the sashes the customer needed and requested a rush from our manufacturer, who has provided us with an *** of October 16, 2024. As soon as those are inspected, we will reach out to the customer to schedule their service.

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22141099
  
  I am rejecting this response because:
  

  After all the ongoing problems, damaged/defective items, yet again the installer arrived with a window with a seal defect on Oct 9th. Installer stated he would advise ** but I had to email and call to get a response. Ive attached a picture of the latest defective window that was installed on Oct 9th. I will continue to reject until ALL problems have been resolved. 

  
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 10/21/2024

  Window Nation completed all services on October 19, 2024.

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22141099
  
  I am rejecting this response because:
  

  This has not been completed in totality. ******* ******* has made the statement that once the issues with damaged and faulty windows were resolved he would discuss compensation back to us. Ive kept a record of all the days and times weve had away from work and other engagements to be home and available. Calls and emails included.

  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 10/22/2024

  My apologies, the discussion about compensation for time and effort on our part was with the Denver Manger ***** ******** on Sept 3rd, 2024, not ******* *******. Ive attached a copy of the text msg from ***** on that date, saying I will definitely do something for you 

  Customer Answer

  Date: 10/22/2024

  My apologies, the discussion about compensation for time and effort on our part was with the Denver Manger ***** ******** on Sept 3rd, 2024, not ******* *******. Ive attached a copy of the text msg from ***** on that date, saying I will definitely do something for you 

  Customer Answer

  Date: 10/22/2024

  My apologies, the discussion about compensation for time and effort on our part was with the Denver Manger ***** ******** on Sept 3rd, 2024, not ******* *******. Ive attached a copy of the text msg from ***** on that date, saying I will definitely do something for you 

  Customer Answer

  Date: 10/22/2024

  My apologies, the discussion about compensation for time and effort on our part was with the Denver Manger ***** ******** on Sept 3rd, 2024, not ******* *******. Ive attached a copy of the text msg from ***** on that date, saying I will definitely do something for you 

  

  Business Response

  Date: 10/25/2024

  Window Nation did reach out to our customer to discuss compensation for the delays that they have experienced. 

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22141099
  
  I am rejecting this response because:

  We did receive a call from ******* in reference to an offer of compensation however I sent a response back to ******* on Oct 23rd, 2024 (email attached). I have since called ******* and emailed him asking for a follow up call to discuss. To date, I have not heard back from WN or ******* *******.

  Sincerely,
  
  *** ****

  

  Business Response

  Date: 11/05/2024

  Window Nation has extended an offer to our customer for the delays in completing the installation of the project.

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22141099
  
  I am rejecting this response because:

  I would ask the case remain open and request someone from the BBB to reach out to me. I want to share why I believe the offer for compensation was far below expectation and the impact of all their mistakes, lies, and failures. 

  I can be reached at ************ or email ***************************

  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:08/20/2024

  Type:Sales and Advertising 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 name is ******* *******. I believe I am a victim of fraud and mis representation from the company Window Nation. Unfortunately I cannot give you exact dates I have no paperwork from this company . All represention was done by the sales tect on his I Pad. We had priced windows at our local Lowes. The prices were too high for us . We decided to give Window Nation a try. **** Mistake. The salesman came. Understood what we wanted. Told us that with my husband a retired veteran of twenty years he would adjust our job by fifty percent! Who wouldnt want that ? He further stated the company wont like it but Im doing it. Three windows were to cost *****. As time passed. A gentleman came to measure. He had no understanding of what we understood to have purchased . Actually was forceful of his opinion. He was only going to replace the glass. Not the window. He came out the second time. Again. Not listening to what we wanted . Eventually the installer comes with windows. He also was removing only the sash of the windows. A confrontation then happened. He was ask to leave . During all this we were corresponding with the installment team. Finally a service was scheduled and windows installed. This all started early May No paperwork has ever been provided to us . Then the bill arrived. To our suprise 4 ****** We have tried numerous times to get to the original salesmen. No luck. I truley beleive he mis quoted a price to secure the sale . This is so wrong . As a consumer I feel violated. Any attention you can give us would be greatly appreciated *********** is Window Nation *** *********** ,************ come

  

  Business Response

  Date: 08/26/2024

  Window Nation apologizes for any miscommunication that occurred with our customer loan. ********************** did reach out to our customer on August 26, 2024, and did offer an amicable solution which our customer has accepted.

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair 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 5/4/24 after receiving multiple calls from window nation to schedule an appointment for a free estimate I had an appointment with a window nation *** by the name of ******. During the appointment/ presentation I signed a contract and put down ******* dollars to have 9 windows installed. I was told because i was signing the contract that day and that I scheduled the appointment on such short notice, I would get a ****** *************** gift card and a travel voucher. As far a the gift card, I never received it and have called multiple times, and spoke to multiple people only to get the run around with ***s saying I sent an email to the company that handles the gift cards, you should receive it in 2 weeks to a month. I never received that grift card. Im not sure what it going on with my travel voucher. In addition to not receiving the gift card and travel voucher, I was supposed to have my windows installed 7/2/24. During installation it was discovered that the windows were measured incorrectly and counted incorrectly. I was told that Im supposed to have 10 windows installed, not 9. So 2 new incorrectly sized windows are in my home. I was called by a gentleman apologizing about the error and told me for the inconvenience I would not be charged for the 10th window. Why should I be charged if it wasnt my fault in the 1st place? He also told me that all windows should be installed by late July early August. I have been calling and calling and still getting the runaround regarding my windows, the gift card, and the travel voucher. On the 8/8/24 at 12:05 pm I spoke with ******* but was told that he couldnt help me because he wasnt in ******* and that he would have the Chicago branch manager ****** ***** contact me. I have not heard from ****** *****. In the past I have also spoke to a *** 6/12 , ********* on 6/14, ***** and ******* on 5-21 and this is when I started keeping track of when I called. I called numerous times before and received no help. Please help

  

  Business Response

  Date: 08/20/2024

  Window Nation apologizes to our customer for any frustration surrounding the project. Our goal is to completely satisfy our customers on the first try, so we regret that this didn't happen in this case. Window Nation did speak to our customer on August 15, 2024, and has ordered the remaining pieces to complete our customer's job. We are expecting to receive those parts on September 13, 2024, and have our customer scheduled for that day. ********************** greatly appreciates our customers's patience and looks forward to bringing them a complete resolution.

  Customer Answer

  Date: 09/24/2024

  I would like to reopen the complaint regarding window nation. I have been in contact with branch manager ****** ***** and eventually had my windows installed on 9/13/24 however the installers came without notice and did not call the day before to let me know they were still coming and what time they were coming. The incorrect window in the living room was installed as well. Crank windows were installed and I did not requested crank windows. I told the representative when she came to the house that I wanted windows that side up and down like my old windows in my living room. During this whole ordeal I ended up miscarrying a baby from this and additional stress. I spoke with ****** ***** Tuesday 9/17/24 regarding the windows. I explained that I would have spoken to him sooner but I had a medical emergency. I told him about the wrong windows being installed and he said that he would see if he could get the correct windows installed in my living room and that if he could, he requested that I would not ask for any discount on the price of the windows and services as compensation for my inconvenience. He did inform me that my situation is not normally how business is conducted and stated that he is trying to work with me so that ALL parties are satisfied. Although I am extremely dissatisfied with window nation I agreed because I have been extremely stressed and I just want my correct windows installed and to be done with this company! I signed the contract 5/4/24 and now it is 9/24/24 and I still dont have all of my correct windows installed. ****** ***** still has not followed up with me to have the correct windows installed. I called and left a voicemail for him and ****( I assume he is another branch manager with window nation). I still never received my gift cards. I paid $1500.00 the day I signed the contract and although I initially agreed to not ask for a compensation for my inconvenience, because I still have not heard from anyone, I  am requesting that window nation install the correct windows in my living room and either credit me $1500.00 or take off $1500.00 towards the price of the windows. As he mentioned in his conversation with me, he wants ALL parties to be satisfied. I am NOT happy/satisfied. Its not my fault the incorrect windows were installed. Its not my fault that the windows were initially measured incorrectly. Its not my fault I never received the gift card. I paid $1500.00 up front for good faith to have quality windows installed by professionals! Im glad that I didnt pay the full price. I want BBB to facilitate conversations with window nation as I do not have faith in getting this resolved without a facilitator.

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22137590
  
  I am rejecting this response because:  I would like to reopen the complaint regarding window nation. I have been in contact with branch manager ****** ***** and eventually had my windows installed on 9/13/24 however the installers came without notice and did not call the day before to let me know they were still coming and what time they were coming. The incorrect window in the living room was installed as well. Crank windows were installed and I did not requested crank windows. I told the representative when she came to the house that I wanted windows that side up and down like my old windows in my living room. During this whole ordeal I ended up miscarrying a baby from this and additional stress. I spoke with ****** ***** Tuesday 9/17/24 regarding the windows. I explained that I would have spoken to him sooner but I had a medical emergency. I told him about the wrong windows being installed and he said that he would see if he could get the correct windows installed in my living room and that if he could, he requested that I would not ask for any discount on the price of the windows and services as compensation for my inconvenience. He did inform me that my situation is not normally how business is conducted and stated that he is trying to work with me so that ALL parties are satisfied. Although I am extremely dissatisfied with window nation I agreed because I have been extremely stressed and I just want my correct windows installed and to be done with this company! I signed the contract 5/4/24 and now it is 9/24/24 and I still dont have all of my correct windows installed. ****** ***** still has not followed up with me to have the correct windows installed. I called and left a voicemail for him and ****( I assume he is another branch manager with window nation). I still never received my gift cards. I paid $1500.00 the day I signed the contract and although I initially agreed to not ask for a compensation for my inconvenience, because I still have not heard from anyone, I  am requesting that window nation install the correct windows in my living room and either credit me $1500.00 or take off $1500.00 towards the price of the windows. As he mentioned in his conversation with me, he wants ALL parties to be satisfied. I am NOT happy/satisfied. Its not my fault the incorrect windows were installed. Its not my fault that the windows were initially measured incorrectly. Its not my fault I never received the gift card. I paid $1500.00 up front for good faith to have quality windows installed by professionals! Im glad that I didnt pay the full price. I want BBB to facilitate conversations with window nation as I do not have faith in getting this resolved without a facilitator.

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

  

  Business Response

  Date: 09/27/2024

  Window Nation appreciates our customer request for additional information. Their restaurant gift card was sent to them on August 7, 2024, and their restaurant voucher was sent to them on September 27, 2024. We have included a copy of the signed completion form. Window Nation is currently working with our customer on providing compensation for the service delays.

  Customer Answer

  Date: 09/27/2024

  When I spoke to ******* *******, from the corporate office on 9/26/24, I informed him that i was driving and that i did not have my notebook with me to give him exact dates.I did let him know that I never received anything from **************** I informed him that I received a Tango gift card for the amount of ****** dollars  (on 6/20/24) after speaking to a manager that told me the Tango gift card was for the inconvenience of never receiving the ************** gift card and that I would be getting the Tango gift card in addition to a *************** gift card. I never received a gift card that he is stating that I received on 8/7/24. I checked my trash and junk mail and i don't see anything. If they have the gift card's information that they are saying was sent, they can see that no funds have been spent from me using said gift card. What I received today 9/27/24 is information needed from the cruise voucher that i was promised, nothing regarding a restaurant gift card. Also regarding the signed completion form. I did not sign that. My mother was at the home while the work was being completed.  I was there at the beginning of the project and then had to leave. I was not present at the completion of the project as I was having a medical emergency and ended up having a miscarriage. She was not aware that the incorrect windows were installed in the living room. Also in response to answering some of the questions and checking yes or no, she did think that the workers were nice and professional however outside of the actual installers, this has been a nightmare. I believe that she may have been responding to the questions regarding how the installers were and how they conducted themselves. Outside of the installers not calling the day before to confirm the appointment/letting us know what time they were coming, and initially thinking that they were at the wrong house because they didn't have all of the windows and another truck had to come, they were professional. I remember speaking with one of the installers (******) and telling him how unhappy i was with window nation. I am extremely frustrated that this is ocurring and that I have to keep going back and forth to have my services completed correctly and to see if I can even receive the gift card that I was told that I was going to get. I still haven't heard anything about compensation regarding service delays or them installing the correct windows. I know that I told the window nation representative ****** ******** when she came to my home that I DID NOT want crank windows as my husband told me of when he had them in the past and how he and his family hated them. In the front room my original big window with 3 sections (I am not familiar with window jargon) had the capability of being able to raise up and go down on the two smaller side windows and the middle window did not open. I want the exact same type of window. I also was informed that I would not have to start paying on my ******** loan until at least 30 days after the windows were installed. I don't want to default on the loan but  I don't want to start paying until I am satisfied and everything with window nation is settled. I have attached screen shots of the email i received 6/20/24 with the tango gift card and a screen shot of what was sent to me today by Mr. ******** Do I also need to send documentation that I was in the hospital as well!?!?! I just want to get this resolved and be done with window nation. Please help BBB. Thank you.

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22137590
  
  I am rejecting this response because:  
  When I spoke to ******* *******, from the corporate office on 9/26/24, I informed him that i was driving and that i did not have my notebook with me to give him exact dates.I did let him know that I never received anything from **************** I informed him that I received a Tango gift card for the amount of ****** dollars  (on 6/20/24) after speaking to a manager that told me the Tango gift card was for the inconvenience of never receiving the ************** gift card and that I would be getting the Tango gift card in addition to a *************** gift card. I never received a gift card that he is stating that I received on 8/7/24. I checked my trash and junk mail and i don't see anything. If they have the gift card's information that they are saying was sent, they can see that no funds have been spent from me using said gift card. What I received today 9/27/24 is information needed from the cruise voucher that i was promised, nothing regarding a restaurant gift card. Also regarding the signed completion form. I did not sign that. My mother was at the home while the work was being completed.  I was there at the beginning of the project and then had to leave. I was not present at the completion of the project as I was having a medical emergency and ended up having a miscarriage. She was not aware that the incorrect windows were installed in the living room. Also in response to answering some of the questions and checking yes or no, she did think that the workers were nice and professional however outside of the actual installers, this has been a nightmare. I believe that she may have been responding to the questions regarding how the installers were and how they conducted themselves. Outside of the installers not calling the day before to confirm the appointment/letting us know what time they were coming, and initially thinking that they were at the wrong house because they didn't have all of the windows and another truck had to come, they were professional. I remember speaking with one of the installers (******) and telling him how unhappy i was with window nation. I am extremely frustrated that this is ocurring and that I have to keep going back and forth to have my services completed correctly and to see if I can even receive the gift card that I was told that I was going to get. I still haven't heard anything about compensation regarding service delays or them installing the correct windows. I know that I told the window nation representative ****** ******** when she came to my home that I DID NOT want crank windows as my husband told me of when he had them in the past and how he and his family hated them. In the front room my original big window with 3 sections (I am not familiar with window jargon) had the capability of being able to raise up and go down on the two smaller side windows and the middle window did not open. I want the exact same type of window. I also was informed that I would not have to start paying on my ******** loan until at least 30 days after the windows were installed. I don't want to default on the loan but  I don't want to start paying until I am satisfied and everything with window nation is settled. I have attached screen shots of the email i received 6/20/24 with the tango gift card and a screen shot of what was sent to me today by Mr. ******** Do I also need to send documentation that I was in the hospital as well!?!?! I just want to get this resolved and be done with window nation. Please help BBB. Thank you.

   
  Sincerely,

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

  Customer Answer

  Date: 10/08/2024

  I spoke with Mr ******* and the ************** gift card was sent and he informed me that he would send me a $500.00 check for any inconvenience. I am satisfied and this complaint can be closed.

• Initial Complaint

  Date:08/05/2024

  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.

  10am on Monday, 7/3/2024. ***** ********** of Window Nation came out to our residence to sell us six (6) windows. Contract was signed on same date with total amount of $5959. Work Order Details are of the following ;Model : Potomac Style : Double Hung Colour : Interior White > Exterior White Configuration : Standard Sash Glass : Triple Silver Screen : Half Exterior Trim Colour : Glacier White 11:15am 7/3/2024. A cheque was issued to window nation for $1967 which was a 3rd of the total amount. 8:05am 7/10/2024. **** from window Nation comes out to execute the final window measurement before the windows go into production. **** asks if we still want the window flashing to remain white to which i asked if the flashing was going to be replaced and he replied yes. So he brought out of his pocket a few colour schemes and together we placed them on the window flashing in view of getting the most accurate match. i trusted he was professional and knew what he was about. 8am Wednesday, 7/31/2024. Installation team arrives and starts installation. upon inspection i asked when the flashing was going to be changed and installer informs me that that part of the window is NEVER touched by window Installers and its a Siding component part. Apparently Window Nation had switched the trim colour to that of the flashing from white, which is a bluish gray colour. He immediately got on the phone with a ******* ****** and a back and forth ensues. My call with ******* was futile as she was of the opinion that the old trim and new trim are of the same colour when she saw the photos the installer sent her. Now ******* from window nation is sending my partner emails about the balance that the job is completed when she knows its NOT. A cheque payable to window nation for the balance of $3992 has been ready since day of installation. Once i get my white trim as stipulated in the contract? I will relinquish custody of the cheque. Trim and Flashing colour. All of this angst

  

  Business Response

  Date: 08/09/2024

  Window Nation apologizes to our customer for any frustration surrounding the project. Our goal is to completely satisfy our customers on the first try, so we regret that this didn't happen in this case. Window Nation did speak to our customer on August 6, 2024, and ordered the white capping for our customer. We have scheduled this for August 13, 2024, to complete the customer service request. ********************** greatly appreciates our customers's patience and looks forward to bringing them a complete resolution.
  

• Initial Complaint

  Date:08/05/2024

  Type:Billing 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.

  Hello
  My issue is not with the quality of the windows, but with fraudulent sales tactics. I had many bids on replacing my windows but went with you because of your salesperson’s sales pitch. She stated I would have 3 months no interest pay period then ******* ******* would reamortize the remaining balance which would bring my monthly payments to a reasonable amount. This did not happen. I called ******* ******* and they told me reamortization only applies to solar panels. Regardless the 10k I paid during the interest free time frame , my payment is way more than I budgeted for.
  I have called and emailed two of the companies representatives to include - * ****** ** ********. I have received little contact and they keep passing on my issue to another person.
  The right thing to do Window Nation is to refinance my remaining balance just as your salesperson promised after the 3 month period. I would not have purchased from you if I had known this was going to be an issue. My salesman was *. **********. Window Nation Dallas/Ft.Worth.
  
  Thank you

  

  Business Response

  Date: 08/09/2024

  Window Nation apologizes for any frustration or confusion that has happened during the customer loan process. Window Nation did speak to our customer on August 6, 2024, and our sales team is working on getting proper documentation for the finance plan that Mr. ******* signed and verifying that the plan he wants was available at the time. If the financing is available and he qualifies for it, we are willing to refinance his project at our cost.

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair 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.

  Date of Purchase: November 27, 2017 Window Nation installed four replacement windows and screens.When doing our yearly cleaning this year, our two screens sailed out of the windows when lightly touched because the bottom springs in those windows had completely eroded (springs were made from a material that cannot stand up to typical Maryland weather).I have reached out to the company by phone, email, and ****. They are willing to send someone out to look at the situation and the screens are under warranty. But the cost of having someone come out is $150 (and then there is no guarantee that person will agree to replace the screens or their springs). In the phone conversation I was told about the $150 cost. I have not received responses from the email sent in June nor have I received a response from my letter sent on July 5, 2024.Desired outcome: Two new screens (made from materials that will not erode from the weather). The screens can be shipped directly to me or delivered at no charge by a representative of the company if they need to see the screens in person.

  

  Business Response

  Date: 08/06/2024

  Window Nation apologizes for any delays in serving our customers. ********************** did reach out to our customer on August 6, 2024, and agreed to waive the $150.00 fee along with setting up a service date to address their concerns. Window Nation is confident that this issue will be resolved.

  Customer Answer

  Date: 08/07/2024

   
  Better Business Bureau:
  
  We have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is very satisfactory to us.  We eagerly look forward to the installation of the new springs and are thankful the company will not charge us.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:07/31/2024

  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.

  Had 23 windows replaced in my home. Went to go put siding on my home and they found the windows were put.in incorrectly. Theres spots with not insulation and another spot the frame is cracked. Then there was no inspection done after work was complete.

  

  Business Response

  Date: 08/06/2024

  Window Nation appreciates our customer's complaint, which has been sent to our local market to be made aware of our customer's frustrations and their desired resolution. Window Nation has had no service requests from our customers since their installation on December 19, 2023, and we have scheduled a service assessment for August 8, 2024, to address any concerns they may have.

• Initial Complaint

  Date:07/30/2024

  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.

  I entered into a contract with this company on July 5 and cancelled on the same day. The contract stated that my deposit would be returned in 10 business days once I cancelled. They would not confirm cancellation until July 9th. On July 9th I was told that they would send my deposit via mail given 7-10 business days to process. I followed up on July 22nd and they did not return my correspondence. I called again on July 24th and spoke to someone who said there might have been a delay, but I could not speak to anyone from accounting or anyone higher up. It is now 14 business days later and I have not heard anything nor received my check. They are breaking their own contract and robbing me of $2,000!

  

  Business Response

  Date: 07/31/2024

  Window Nation apologizes to our customers for any issues that they experienced. Their job was canceled upon their request, Window Nation did send a new check to them on July 31, 2024, with a tracking number of  777714536386.

  Customer Answer

  Date: 08/06/2024

  Hello,

  Thank you for helping me with this issue. Only after you contacted the company did they send my refund check. I have heard nothing back from them other than finally receiving the check and would caution anyone to do business with them. I am grateful to the BBB for the assistance. 

  Elizabeth 

• Initial Complaint

  Date:07/26/2024

  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.

  It was too much to text the attachment is attached. ****** worth of trash

  Customer Answer

  Date: 07/26/2024

  Video 

  

  Business Response

  Date: 08/01/2024

  Window Nation apologizes to our customer for any frustration surrounding the project. Our goal is to completely satisfy our customers on the first try, so we regret that this didn't happen in this case. Window Nation did speak to our customer on July 30, 2024, to discuss their concerns, and they requested some time to go over everything. Window Nation, once we hear from them, will put together a plan to address any issues that they have experienced. 

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22049241
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****