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

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

  
• 

  Window Nation, LLC

  1200 Windham Pkwy Romeoville, IL 60446-1673

• 

  Window Nation, Inc.

  4350 Renaissance Pkwy Cleveland, OH 44128-5793

  
• 

  Window Nation LLC

  8862 W 35W Service Dr NE Minneapolis, MN 55449-6740

• 

  Window Nation

  237 Ellery Ct Nashville, TN 37214-3776

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:07/24/2024

  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.

  I contracted Window Nation to install 2 windows. They measured when they gave me the estimate and measured again at a later date. The install date came and the installer almost immediately knew the windows were the wrong size. Based upon my conversation with the installer it appeared that the person they were speaking with, who I later learned to be the branch manager, was pressuring them to install the windows, knowing they were not the right size. The installer did not want to damage my wall to where the original windows would not fit back. I explained my hesitation to have them come back out and do any further work, given it appeared that they measured wrong twice and were more interested in trying to make oversized windows fit. I spoke with the branch manager and expressed my concerns and frustration and they referred me to the sales manager once I said I was not comfortable using their company any further. I spoke with the sales manager who was combative out of the gate. I explained that no one has even offered any apologies or solutions that would remedy my concerns and I was no longer comfortable using them to do any work to my home. I explained that I no longer wished to work with them and to refund my deposit. The sales manager attempted to just tell me that he was just going to send someone out. I explained no less than 2 times that I did not want any representatives of Window Nation on my property. The sales manager kept saying that he was going to put me down to have someone come back out. I explained that Id call the police and ask that they arrest anyone for trespassing if they did that and asked for my deposit back. I told them they hopefully would pay for any legal fees incurred by their employees if they were arrested and his response was that they are 400 million dollar company and thats not an issue. They have not performed any work on my home. I no longer feel confident that they are going to handle my project professionally.

  

  Business Response

  Date: 07/29/2024

  Window Nation apologizes for any issues that the customer has had with the purchase of their windows. Window Nation has agreed to refund the customer's deposit. ********************** hopes that for any future projects, they will keep us in mind.

  Customer Answer

  Date: 07/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:07/24/2024

  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.

  Dear BBB,
  
  Please see attached file, "BBB - 24 July 2024" for the full story because I need more than 2,000 characters for my story. Please reach out to me via email (******************) or text/phone ###-###-#### if you need more information or have questions on my writeup/story (attached). Please also see supporting documents (texts exchange with both Chris ****** and his manager, Warren *****) in order to understand what I am trying to convey in my writeup. Thank you advance for your assistance and time.
  
  Sincerely,
  ****** ****

  

  Business Response

  Date: 07/29/2024

  Window Nation apologizes to our customer that we were not able to proceed with their project. Window Nation did speak to our customer on July 29, 2024, to go over their concerns. Window Nation hopes that for any future projects, they will keep us in mind.

  Customer Answer

  Date: 07/30/2024

  
  
  Complaint: 22035600
  
  
  
  I am rejecting this response because Forrest (an Escalation Manager from Window Nation) called me, yesterday (07/29/2024) and offered me a gift card of $250.00. Early May 2024, Warren ***** called to inform me that Window Nation had cancelled my contract with them, and that he would offer me a gift card of $300.00.  It seems to me that Window Nation does not acknowledge their salesman's wrongdoing. Salesmen represent the entire company that employs them. Forrest said to me, yesterday, that he would try to raise the amount of compensation. It's clear that everyone (3 people) at Window Nation does not keep their word; two of them offered me gift card of different amount, both rescinded.... very disappointing.

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

  

  Business Response

  Date: 08/01/2024

  Window Nation appreciates our customer complaints and their desired resolution. Unfortunately, we will not be able to provide the customer with a gift card. The sale was canceled, and all funds were returned to them. Window Nation hopes that the customer finds a suitable home improvement contractor to do the job.

  Customer Answer

  Date: 08/01/2024

  
  
  Complaint: 22035600
  
  
  
  I am rejecting this response because both Warren ***** who offered me $300.00 gift card ($100.00 of which will come out of Chris ******'s commission because the bottom line was that he made many mistakes.) Then, on Monday, 07/29/2024, Forrest (the Escalation Manager) called and offered me $250.00 ("... to get the bad taste from my mouth...", (Forrest's words). Forrest said that Window Nation did nothing wrong. I repeated what I wrote in my writeup all the reasons why I am requesting $500.00. Now, both managers at Window Nation lied to me because they never followed through with their words; pretty much ate their words. They're definitely not men of their words. I do not understand; they are managers. Managers, from my experience, solve problems and make sure that all parties involved are at the same level if not very close. This is a classic example of big companies picking on individual consumers, like me and my family. Please give me good reasons swallowing your words, Warren and Forrest. $500.00, $300.00 or even $250.00 is a drop in a bucket for a company of this size. I am feeling that this is an "ego" issue and not money. I sincerely hope I am wrong on this. 

  Message to both Warren ***** and Forrest:  If you were in my place which a company make mistakes, holds your money ($13,200.00 in this case) for 2 months and denies any wrong doing from its workforce, how would you feel. Also, without giving me a heads up, Warren ***** and company canceled my contract. I was shocked when I saw the cancellation email. Window Nation's policy states that if the customer cancels, we are penalized with 40% of the contract price; however, the company has no accountability when they cancel the contract. This sounds like Oxymoron to me. It is unfortunate that managers of a big company cannot keep their words. I want people to know me as a person with integrity -- what I say I do. 

  Is there a way for me to escalate this issue to higher management? I would really appreciate it. Thank you in advance.

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

  Customer Answer

  Date: 08/06/2024

  I DO NOT accept Window Nation's (WN) so called "resolution". Two of their managers, Warren ***** and Forrest promised me a gift of $300.00 and $250.00, respectively, but turned out to be EMPTY PROMISES. This company does not have one single honest person. I would avoid this company at all costs. Recently, one of my neighbors complained to me that WN's installation is way under-par. They called WN to send a crew to out to their home to correct multiple issues, and it took over 6 months before anyone showed up to fix the problems -- windows and doors not installed correctly.

• Initial Complaint

  Date:07/12/2024

  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.

  they came to install windows and destroyed the trim around the windows - and want me to pay for it.they also broke 3 window and 3 screens

  

  Business Response

  Date: 07/18/2024

  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 assessed on July 17, 2024, and ordered the parts needed to complete the necessary services. Once those parts have been received, our coordinators will contact our customers to schedule an appointment at their earliest convenience. Window Nation greatly appreciates our customers's patience and looks forward to bringing them a complete resolution.

• Initial Complaint

  Date:07/10/2024

  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.

  We purchased some H353035**3536323035Hs from Window Nation and wrote a check for $4000 as a down payment for them. A salesperson showed up and we had no idea of who he worked for and we were in the process of learning about learning about H353035**3536323035H installation and did research on H353035**3536323035H companies. We didn&#**;t know that when we purchased H353035**3536323035Hs, we were not purchasing the H353035**3536323035H frames. We think we have been taken advantage of, confused, concerned about this. All they have to do is show us a little bit of attention. We want to have some of our questions answered before the installation of the H353035**3536323035Hs. We want someone to come to our house to look at our H353035**3536323035Hs. I thought we were getting frames with the H353035**3536323035Hs. They are only saying that the H353035**3536323035Hs will be installed in our own existing H353035**3536323035H frames. Our H353035**3536323035H frames have wear and tear and were installed around 1979. We just wanted to enhance our H353035**3536323035Hs to protect us from the sun. We would like for them to contact us and to come to our house from the local WindowNation in ************** and show us what the installation is all about with our new H353035**3536323035Hs.

  

  Business Response

  Date: 07/16/2024

  Window Nation apologizes for the delays in reaching out to our customers to go over their questions before installation. Window Nation did send an email to our customer on July 15, 2024, to discuss with them any concerns they had, and we did receive a response that they would reach back out to us when back from vacation. Window Nation Window Nation's team will continue to work with our customers to alleviate any concerns that they have about their purchase.

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21967810
  
  I am rejecting this response because:

  After we signed a document from ** we had several questions about our purchase. We requested a local (STL, **) ** employee to come to our house and explain the installation process as well as detail about the Remodeling and Improvement Agreement, Product Specifications and the Order Summary. We want to have this request completed B4 any installation proceeds. Therefore, we must cancel the installation on July 29, 2024. We also want to assure that the BBB continues to be included in all discussions to assure all of our questions are answered to our satisfaction. 

  
  
  Sincerely,
  
  ****** *******/ ****** Croghan 

  

  Business Response

  Date: 07/23/2024

  Window Nation did reach out again to the customer on July 22, 2024, and left a message to discuss the install process with our customer. We did receive an answer back that the customer will be returning our calls on July 23, 2024. Window Nation looks forward to resolving any concerns that the customer may have with the installation of their new windows.

• Initial Complaint

  Date:07/09/2024

  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.

  Two years ago, I had fifteen windows replaced. Paid over 14K to have this company install every single one of them completely wrong and leak behind my siding, rotting plywood, insulation, some studs and growing mold for two years. Took many threats to get them to come and repair all water damage and install properly (I hope). In the process the branch manager and acting district manager assured me all of my troubles would be monetarily compensated. While completing said repairs the crew argued with me about replacing damaged property, damaged my vinyl siding by removing bad installation product, taking down and putting back up. They took it upon themselves to remove the only outdoor outlet I have, and shove wired behind plywood that has now shorted my entire kitchen circuit. It just keeps tripping the breaker and it is because they shouldn't have even touched it but tried to hide it behind a wall. I can't even use my stove! The manager must feel as if I've been made whole, but I don't have a new warranty for the new installation, my siding is damaged, my electric panel needs repair, I had a contractor find this problem with the windows so his project was put on hold and schedule was pushed back, I had to take multiple days off of work and have gotten zero response about monetary compensation. I asked for the license and insurance information for their subcontractor that the branch manager **** said would have to use if I needed new siding. I also asked for his bosses contact information. Haven't gotten any of that or even a response. This company was advertising an A+ BBB rating when I signed a contract two years ago and aren't even an accredited business today. Buyer beware!! I will be taking legal action, so you don't have to. I was more than patient, but they are really just misleading and shady. Do not do business with this company you will regret it.

  Customer Answer

  Date: 07/09/2024

  This is all they sent me.  Never got the window guarantee for life or 5 year installation warranty. 

  

  Business Response

  Date: 07/15/2024

  Window Nation apologizes that our customer has had any issues with their project. Window Nation did schedule service for July 2 and 3, 2024, and has addressed our customer's concerns with their installation. Window Nation is now in the process of discussing compensation for the installation issues, and we appreciate our customer's patience throughout this experience.

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21962624
  
  I am rejecting this response because: the only reason they're claiming to work with me to compensate is because they got this complaint.  They called and offered me $2K which doesn't even cover repair to my electrical box that THEY DAMAGED, missed time from work, new siding and extra work I have to pay my current contractor (and his delayed schedule) to fix the siding Window Nation damaged.  An insulting offer of for all the stress, damage and aggravation.  See you in court.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 07/19/2024

  Window Nation apologizes to our customers for any frustration surrounding the customer's project. ********************** would like to clarify that we did put back every piece of siding that was removed and that all of the siding was cleaned by Window Nation. The original installer of the window used an inadequate product during the installation of the windows, along with never taping the flanges down on the windows. Window Nation did offer the customer $2000.00 for the one circuit that was possibly damaged by Window Nation and any other inconveniences that occurred during the installation of their windows.
  

  Customer Answer

  Date: 07/21/2024

   
  Complaint: 21962624
  
  I am rejecting this response because: As I've stated previously my siding was not replaced as it was, pieces were broken and my builder now has to replace and fit new siding because Window Nation ruined that as well, costing me more money.  The one side **** cleaned was the only side of my house that was cleaned.  I was told to wait for a "strong rain" to remove all the dirty hand prints/tool marks on every single piece.  I paid hundreds of dollars to have it power washed just months before this unbelievable damage was discovered.  An emergency electrician call to repair an entire circuit of my panel that Window Nation damaged cost me over $1000.  I had several days of missed work and beyond frustrating arguments every step of the way to replace all water damaged plywood, insulation and studs.  The insulting offer that doesn't even cover what I'm out and blatant lies should be a warning to every consumer.  I provided many fair opportunities and am forced to take legal action at this point as I do not feel this company should get away with such shady business ethics.  I'm also in contact with a national news organization that informs other disabled veterans of businesses that are considered dishonorable.  Window Nation should be ashamed.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:07/01/2024

  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.

  I was visited by salesman Ricky of Window Nation, to give me an estimate for the possible replacement of 4 windows and a sliding door. When he finished the discussion, I signed an estimate to fix the price at ~$3800, good within 12 months. Their web site offers a fill in the blank for an estimate, good for 30 days.
  I told Ricky that I can't afford any work now; he responded that the paper he left was an estimate. Recently, I received an e-mail stating that they will put a crew here on July 3 to do the work. I wrote to Worthington and company Hq, stating that my contact was for an estimate, not for work to be done: I'm a disabled senior citizen on a fixed income and can't afford the work. One telephone receptionist said they have a contract, and they are coming on the 3rd. 2 days ago, a different receptionist understood my situation, and would send me an e-mail acknowledging that there is not contract; her e-mail has not arrived.
  Per Ricky's comment, I asked for an estimate of possible work. I can't pay for the work, so any paperwork is useless. I told Ricky that several times.
  Please contact Window Nation, and tell them to stop, please. Elder abuse? I don't appreciate a woman telling me the construction crew is coming. If they do, I asked Fairborn, OH, Police if they would come if I call? Fairborn Police will dispatch an officer if a Window Nation crew shows up.
  A few days after Ricky left, a measurement man showed up. The papers that Ricky left disappeared at the same time.

  

  Business Response

  Date: 07/02/2024

  Window Nation apologies for any miscommunication that we have had with this customer. Window Nation did cancel this sale on June 20, 2024. 

• Initial Complaint

  Date:06/28/2024

  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.

  Window nation has failed to complete the intallation of windows and doors in my home. They stated no payments were needed until the job was complete. the JOB is not complete. The ruined the new doors that were to be installed they put the wrong widows in the homw and then put the windows on the back porch insted of installing with no phone call or email. I will need to hire a third party for the repairs.

  

  Business Response

  Date: 07/03/2024

  Window Nation apologizes to our customer for any frustration surrounding their 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 would respectfully disagree with some of our customers's assertions. Window Nation has attached a signed completion form stating that all windows were installed, but unfortunately, some services needed to be addressed. Window Nation has set up multiple service dates for our customers, the first of which is February 26, 2024, and the customer was not home. Window Nation had another scheduled service date set for June 20, 2024, to install two sashes, but the customer was not home. We called our customer and asked when he would be available for service. He said that we could come out on June 24, 2024, and that it was okay to leave the two sashes that they needed. Window Nation went out on June 24, 2024, and our customer was not home. Window Nation has tried repeatedly to service our customers and will continue to do so until all their service needs are met.

• Initial Complaint

  Date:06/28/2024

  Type:Order 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.

  On April 7, 2024, a Window Nations rep ***** ****** visited my home and gave my husband and I an estimate on several windows and a sliding deck door. We financed the project for about 5 years. ***** told us that the loan is interest-free for the first 2 years. Before signing the contract, for confirmation, I ask about the loan being interest-free. ***** said yes and went through the terms again.June 2024 was the 1st payment. I noticed that the terms were different. The first 2 years were not interest-free. Interest was added from the start. The interest is almost 11%. There is no way we would have gone with Window Nation if we had been informed about the high interest rate. Other companies gave us quotes and offered interest-free financing as well. However, we chose to go with Window Nation who baited us in and switched the terms.I would like the agreed upon zero percent interest rate. Weve spoken to Window Nation, the loan provider, and ***** but to no avail.

  

  Business Response

  Date: 07/03/2024

  Window Nation apologizes to our customers for any frustration they have experienced, as our goal is to always provide accurate and complete information about their financing plans. Window Nation reached out to our customer on June 28, 2024, to go over their plan and did leave a message. We have also called and left a message on July 3, 2024. Window Nation will rectify the situation once we speak with our customer.

  Customer Answer

  Date: 07/05/2024

   
  Complaint: 21910508
  
  I do not have a voicemail from Window Nation. 
  

  What phone number should I be looking out for? That way I will know that its not one of many spam calls  

  I can be reached at ************.

  
  Sincerely,
  
  ******* Speaks-******

  

  Business Response

  Date: 07/15/2024

  Window Nation did speak with our customer on July 15, 2024, and is currently working with our customer to give them the correct finance program they qualify for.

  Customer Answer

  Date: 01/14/2025

   
  Complaint: ********
  
  I am rejecting this response because: 
  

   

  Hello,

  
  

  I am following up on complaint #********. 

  
  

  Window Nation did not follow through with their promise to resolve my issue. They've stopped answering and returning my calls.

  
  

  
  

  Best regards,

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

  
  

  

  Business Response

  Date: 01/15/2025

  Window Nation appreciates our customer complaint but would respectfully disagree with some of our customer assertions. ********************** did speak with our customer on July 15, 2024, and did offer a $2000.00 discount on their entire project for any miscommunication with their loan, which our customer agreed to. ********************** did send out the required document on July 22, 2024, but this was never signed; please see attached. Window Nation has resent the document to our customer on January 15, 2025, and looks forward to resolving this with our customer.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 21910508
  
  My assertion is accurate. I have questions about this Mutual Settlement that no one has been able to answer. I have been waiting for branch manager ******* to return my call but to no avail. 
  
  Sincerely,
  
  ******* Speaks-******

  Customer Answer

  Date: 01/29/2025

  The specific questions that I have regarding the mutual agreement are:

  Is the credit to be used at Window Nation for products or services or is it an account credit?

  For an account credit, when will it be applied?

  How much interest will my account accrue at the end of 2 years?

  What is the current payoff amount including the credit and payments that have been made?

  I would like to see these figures clearly outlined in the agreement.

  Thanks.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 21910508
  
  I am rejecting this response because:  

  The specific questions that I have regarding the mutual agreement are:

  Is the credit to be used at Window Nation for products or services or is it an account credit?

  For an account credit, when will it be applied?

  How much interest will my account accrue at the end of 2 years?

  What is the current payoff amount including the credit and payments that have been made?

  I would like to see these figures clearly outlined in the agreement.

  Thanks

  Sincerely,
  
  ******* Speaks-******

  

  Business Response

  Date: 02/03/2025

  Window Nation will send a check directly to the customer once we receive the signed mutual settlement. This process normally takes between 10 to 15 business days. Window Nation does not have access to the customer loan and requests they reach out to their lending institution for questions concerning interest accrued and balance due.

  

  Business Response

  Date: 06/10/2025

  Window Nation apologizes in the delays in processing the customer check however we are still waiting on the mutual settlement paperwork that was sent on August 8, 2024. Window Nation did resend this to our customer on May 37, 2025, once that is signed we will process the payment.

  Customer Answer

  Date: 06/16/2025

  The mutual agrees signed on February 10, 2025. 

• Initial Complaint

  Date:06/19/2024

  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.

  I purchased windows in January of 2024 and I have a 5 year warranty. I submitted a service request 2 weeks ago to get the runaround. I have since filed 3 service requests and the person in charge of that just will not get back to me. I feel like they are not standing behind their end of the deal.

  Customer Answer

  Date: 06/20/2024

  They finally emailed me back, but only after I filed a complaint with BBB. It is funny how quickly they responded to my messages after I contacted BBB. This should not be the case, there should be prompt emails with warranty cases. Getting the run around and getting 2-3 day waiting periods for responses is uncalled for and unprofessional. I hope in the future this is not the case. 

   

  Nick 

  

  Business Response

  Date: 06/27/2024

  Window Nation apologizes to our customers for any delay that they have experienced in setting up a service appointment. Window Nation would respectfully disagree with some of our customers's assertions. The customer emailed a service request on June 10, 2024, and an email and phone call were done on June 11, 2024, to schedule a service visit. The customer sent another email on June 17, 2024, asking again for a service. Window Nation reached out again, asking our customers what times would be best for them. Window Nation did speak to our customer on June 20, 2024, and has scheduled a service visit for June 25, 2024. Window Nation greatly appreciates our customers's patience and looks forward to bringing them a complete resolution.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21870929
  
  I am rejecting this response because:

  As you did respond by sending a generic email, I reached out immediately each time to never get a response. I put in the service request each time I didnt get a timely response from an email. Then I would get the automated response email and reply to have no one  respond. I would then have to put in another request to even get an email back. Sending a generic email and never responding is not a response. When I filed with BBB then your scheduler found it appropriate to answer my email because before hand she was not even bothering. I shouldnt have to reach out to another entity to get a response. Answering timely (not generic responses that get customers no where) are important. I think retraining your scheduler on actually responding to emails and not just pushing out automated responses would have cleared this entire situation up. Calling a customer after they said they couldnt answer the phone during the day is just rude and gets someone no where. 

  The service was completed but only after BBB got involved. I shouldnt have to contact them to get a response and this is where Window Nation failed. I do not find this to be my issue, its a training issue. In the future if I have an issue the first time. I will just be going to BBB instead of waiting weeks for an answer. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:06/18/2024

  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.

  We started the process of looking at window replacement on May 15th, using Window Nation as a source. The salesman **** ******* was extremely pushy and aggressive making us feel like we had to leave some type of deposit before we even knew what kind of windows we needed. After getting info from HOA(attached letter) that we had to keep the same type of "old fashioned" window screen, we relayed this information to **** and WN. Neither **** or the company seemed to care that we needed a special type of window screen that they cannot provide. If we do not use this specialty screen, we will be fines and asked to remove the window. This should have been a simple transaction; however, we are still arguing to get our refund on windows that were never ordered! What a nightmare! I understand "hard" sales but pushing homeowners to get something that is against HOA is just unethical. We would just like the refund due to our Discover card. Thank you

  

  Business Response

  Date: 06/24/2024

  Window Nation has agreed to cancel the customer's contract and refund their deposit, but would also like to add that Window Nation did just receive the letter of notification on June 18, 2024, of the *** decline, or we would have processed it prior. Window Nation appreciates our customers and looks forward to helping them with any future home improvement projects.