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

  575 University Ave Norwood, MA 02062-2654

  
• 

  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, Inc.

  4350 Renaissance Pkwy Cleveland, OH 44128-5793

  

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:03/01/2024

  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.

  We ordered a custom made large patio door and family rm window from window nation. The installers came 8wks later and installed the wrong color patio door. Our salesman wanted us to paint it and it was impossible, that was not going to happen. I was very upset so I had to beg them to install the right color and take the other one out. Meanwhile, we already pd the full price ($11500.00) cash. So there was no rush for them to reorder. Our salesman and his manager made us feel guilty about wanting it replaced with the correct color. We asked for some of our money back and they refused. Everytime we called our salesman he would never answer. After numerous calls, visits one of the managers agreed to switch it out for the correct color and give us only $1500.00 back. 12 weeks later they came with the new door and the lock is broken. We called them 2 weeks ago, multiple times and have emailed and sent them pictures of the broken lock, (which we need for safety) and no one is responding back to us. For that amount of money spent on these windows this is just unacceptable. I dont know what to do. Id like my money back for the patio door only and it fixed!! Thank you soo much.

  

  Business Response

  Date: 03/07/2024

  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. As the customer pointed out, they were already given $1500.00 off the total sales amount, and this is a new issue that was discovered. Our teams did speak to our customer on March 5, 2024, and identified the parts needed for the door. Once an *** is established, we will update our customers. ********************** will continue to follow up with the customer to ensure that they are completely satisfied with the finished product. We appreciate our customers patience throughout this experience. 

• Initial Complaint

  Date:02/21/2024

  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.

  On December 28, 2023, Mr. Blaine *******, representative from Window Nation wrote up my contract for fifteen replacement windows. After 2 1/2 hours talking to Mr. Blaine, I signed the contract and put a $5,000 down payment on the windows. Mr. Blaine did not give me a receipt for my credit card or the original contract of $14,000. It was late when he was leaving my home, but he assured me I would have the originals as soon as he arrived home. I informed him that I was leaving for vacation and needed all paperwork and customers reviews because I was leaving in 2 days. That never happened. The next day, I called to cancel my contract because I had nothing indicating I had purchased fifteen windows or my credit card receipt. I spoke with Ms. Autum, representative from Window Nation, and informed her of my decision to cancel my contract for the fifteen windows. Ms. Autum told me that she would pass the information to the appropriate person. After 30 to 45 minutes, I called back three times, and no one would answer the phone (caller I.D.). Someone hung the phone up on me without saying anything. On December 29, 2023, I received an email from Mr. Jeremy *****, Quality Assurance representative. Window Nation refuses to give me a refund because I did not send the cancellation letter registered or certificated mail. Once again, I never received any paperwork from Window Nation. If I did not receive any paperwork indicating what to do “how would I know.” I would think that at least someone would have told me what their policy and procedures were regarding cancellation of a contract. I canceled my contract within 24 hours. If anyone is at fault it should be Mr. Blaine, not me, because Mr. Blaine should have given me all my paperwork at the time of the sale and before departing my home. I am sure it is standard procedure to give the customer a copy of the credit card receipt and the original contract before departing their premises. Mr. Blaine mishandled his paperwork and responsibility to me and Window Nation. A refund is due. Thank you and God Bless

  

  Business Response

  Date: 02/22/2024

  Window Nation regrets the lack of communication with this customer and apologizes for the inconvenience our customer has experienced. Window Nation has requested a full refund of the customer deposit, which our customer should be receiving in the next 14 to 21 days.

  Customer Answer

  Date: 02/23/2024

  
  
  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:02/20/2024

  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 made a downpayment of $833 on 12/7/2023 for a window job costing $2500. I paid with a credit card and there was no extra so called convenience fee. On January 25, 2024 the window was installed and I used a credit card to pay the balance of $1667 to the installer. The installer did not advise that there was an additional 1.5% convenience fee; rather he accepted the payment and said the office would send me a receipt. I later received emails from ****** ****** requesting payment and I told her I had left the credit card information with the installer and no convenience fee was required. Ms ****** said they had just revised the form to include the fee and the installer was using the incorrect form. I advised her that this was not my problem and for Window Nation to attempt to pass their merchant fees to me after the fact was perfidious and unethical. I sent an email to Ms ***** and copied her manager ******************************** In that email i stated that window nations was authorized to charge my card for $1667 only!!!!!. Not for the additional 1.5% which they added after the installer left and had accepted $1667. Today, 02/20/24, I received a certified letter from Windows Nation as if this exchange had never occurred. They are stating that their previous attempts to resolve the balance have been unsuccessful. This is patently false. I gave the credit card information to the installer on 01/25/2024 authorizing payment of $1667. I sent an email on 02/9/2024 advising them to charge the card for $1667. What I object to paying is amounts that Window Nations decide to add after the fact that were not disclosed prior to accepting my payment. Window Nations still has my authority to charge the card I provided to the installer on 01/25/24 . i again gave them authority in the email dated 02/9/2024 to charge $1667. So they insulting and false letter stating that I have ignored their attempts to collect the balance is a breach of faith ..

  

  Business Response

  Date: 02/22/2024

  Window Nation apologizes that our customers have these feelings towards our business. Unfortunately, the 1.5% convenience fee for using a credit card is our standard business practice. Window Nation would also like to add that the fee is not listed on final completions as it is only charged when customers use a credit card to pay their final balance. Window Nation regrets any misunderstanding that has occurred between us and our customer.

  Customer Answer

  Date: 02/25/2024

   
  Complaint: 21320284
  
  I am rejecting this response because: The fee was communicated after the fact.  After I had given the installer the credit card for payment.  The installer accepted the card and it was for the final amount with no fee attached.  I received an email several days later advising of their "so called convenience fee after the original payment was made.  Moreover, my initial deposit was made by credit card and there was no fee for this manner of payment. 
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 03/04/2024

  Window Nation does apologize for any misunderstanding that the customer has had, but would like to point out that the fee is listed on the Window Nation website and became effective on January 1, 2024. The initial deposit was made on December 7, 2023, and there was no fee during that time. Window Nation appreciates our customer and hopes that they enjoy their new windows.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21320284
  
  I am rejecting this response because:
  When I made the payment by credit card to the installer on 1/25/2024, the day of the installation, he did not communicate an additional fee was required for paying with a credit card. In fact, he filled out the form with my credit card information and advised he would have his office send me the receipt.  It was more than a week later that I received an email from a ****** ****** with no telephone contact information. Once I spoke with her she admitted she had my credit card information from the date of installation authorizing the payment and did not process it because it did not include the so called convenience fee that was never communicated to me.  She apologized for the mistake and stated she did not have authority to waive it.    She also admitted that the installer had used the incorrect form.  I advised Ms ****** of my objection and she agreed to discuss with management.  I received a voice mail from her on Feb 9 with the decision not to waive the fee and at that point I addressed my objection and dissatisfaction in an email to Ms ****** on 2/9/24 and copied *. ***** who was named as the manager on the email.  The next communication I received was the insulting and ******* letter by certified mail from the company erroneously and maliciously stating that I had ignored my obligation to pay the bill and unless I did so immediately they would use whatever means necessary to collect.  This manner of treatment became the subject of this complaint against this company and my rating of 1 star (nothing lower provided as a choice) on ******, and Facebook.  The next email I received was from lvails on Feb 26, more than 2 weeks after my initial email to her and Ms ****** on 02/9/2024.  She stated in the email the policy regarding the fee and the effective date as if I can't read or comprehend their policy.  What the company intentionally fail to acknowledge is the fact that I paid them on 1/25/24 with a credit card and it was accepted by their employee with no fees communicated or attached.  Also their position that they can not process without a fee is patently false.  I reviewed my online account associated with the card and WNation on 2/23/24 charged $1667 to the card and then reversed $1667 on 02/24/24.  I used the company's website on 02/20/24 and made a payment of $1642.36 which after application of their so called fee that they claim they can't waive (1.5%) $24.64 equals $1667.  My account shows $1666.62 payment to WN; a shortage of 38 cents which is apparently a glitch perhaps in their system.  I will gladly submit the 38 cents.  Apparently this company is so woefully disconnected as I am still receiving emails regarding their inability to process without a fee as late as 2/26/2024. I must presume given the lingering communication from them regarding the fee, that no one realizes that I made a payment on 02/20/24 of an amount that would after applying their uncommunicated fee at the time the payment was made to the installer totals the original amount of $1667 (except for 38 cents which I can't explain but is willing to submit).  My next communication as soon as I have time is to the CEO of this company detailing the woefully inefficient manner in which the matter was handled.  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 03/14/2024

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Thank you.

  

  Business Response

  Date: 04/02/2024

  Window Nation would like to reiterate that the credit card fee is listed on Window Nation's website and became effective on 1/1/24. As the initial deposit was made on 12/7/23, the fee was not applied, but the remaining balance paid on 1/25/24 did include the fee. We also understand the customer's frustration and have remediated the concern 3/28/24. 

  Customer Answer

  Date: 04/04/2024

   
  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:02/20/2024

  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.

  Ordered windows with this company and the work was shoddy at best. Installers vaped and left a weed pen in my daughters room Windows are defective from the manufacturer Screens don't close Drafty and an see light through seams Lack of communication Job is incomplete I have been trying for 2 months to get the **** on the phone, I have left voicemails and text messages with no response.

  

  Business Response

  Date: 02/26/2024

  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 with our customer on October 2, 2023, and did offer our customer $3597.00 in compensation, which would void the warranty or complete all necessary services the customer needed. ********************** is more than willing to assist our customers in completing their service needs or providing compensation. We will reach out to our customers to find a suitable solution for them.

  Customer Answer

  Date: 03/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I would like first like to state that my original resolution request from the Window Nation is more than fair. From the start of this project, it has been nothing but a terrible experience. The salesperson said we would be getting 2 years at zero percent interest which is advertised (Falsely Advertised), come to find out that wasn't true, you are forced to get third-party lending to pay for products and I have had an interest-based loan. This allows the company to treat the clients the way they do after the service because they have received payment in full.  I have been trying for over a year to get a resolution on this, and the company from the first call has been slow to respond, not correcting the issues at hand and just kicking the can down the road. From the inexperienced installers to the multiple return trips and the overall disruptions to my home and work schedule from all the visits. I have not been able to complete the interior painting due to the waiting on the company. We have lost wages from time off for all the return visits, extra heating costs from the drafty windows, time lost trying to track down the service person, lack of communication the list goes on. 
  I recommended this company to friends who are having the same issues poor product quality, lack of communication, and poor install experience, with the destruction of surrounding areas while the "fix" is trying to be done.
  The project cost was around $20, 000 dollars and the resolve from Window Nation was to try and force an offer of ******* dollars and VOID the lifetime warranty. We would still have to deal with the windows that were poorly manufactured, and defective from the day they were installed. The representative from the manufacturer visited and stated the same, that the windows were defective, and still, Window Nation tried to piece and part the fixes. I do not wish to void the warranty on the windows to take a ***** amount of money that does not fix the windows or cover the cost of replacement from another company. The offer was made to "make this go away", and I am sure this has come up before for other clients and people have taken the offer because of no choice with how Window Nation operates and get payment in advance.
  My request for resolution was clear and firm, I wish to have all the windows replaced with properly manufactured and functioning windows, and a $5,000 credit to the Green Sky account that was opened to pay for the project that was not interest-free, for lost wages, extra heating cost and aggravation from this not being completed or resolved in over a year. This is more than reasonable since there is a lifetime warranty against defects which the windows are and the credit is for the mentioned reasons. 
  Sincerely,
  
  ** ******

  

  Business Response

  Date: 03/08/2024

  Window Nation apologizes for the delays our customer has experienced. ********************** did discuss the following options with our customer: On March 7, 2024, we will replace the windows that are not functioning properly, change the warranty from a 5-year to a lifetime warranty for labor, and provide the customer with $1000.00 in compensation, or we will provide our customer with $5000.00 in compensation, and Window Nation and our customer will consider the matter resolved with the understanding that there is no warranty and both parties walk away.

  Customer Answer

  Date: 03/14/2024

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

  Window Nation did reach out to me via phone and those were the options provided, however taking the offer of $5000.00 and parting ways does not provide me with the means to replace or a solution to correct the windows I have that are defective. This credit would also be applied to the loan that I have to pay for the windows, which I was made to take out in advance before the work was done. Again there would be no solution or solution, this is not an option.
  
  The second option of replacing parts of the windows and not the window itself has been done many times, and many visits and that has not resolved any of the issues. The issue with the windows is the frame bottoms are not flat, this is preventing the sashes(??) and the screen from closing all the way. I was told on more than one occasion these needed to be replaced, so why are we still going down te road of changing parts over a year later, replacing things that are not correcting any of the issues? As for the credit of $1000, that hardly covers the lost heat from the drafty windows, aggravation, and lost time from work having to deal with this process.
  
  My resolution was pretty clear.
  
  Replace all the windows not replace parts that are not fixing the issues with the windows
  I asked for a $5000.00 credit as well, I will come down to $4000.00

  
  Sincerely,
  
  ** ******

  Customer Answer

  Date: 03/23/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, and find that arbitration is necessary.

  Sincerely,

  ** ******

  

  Business Response

  Date: 03/27/2024

  I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID ********,. I understand that because I have decided to not pursue arbitration that BBB must close my complaint. I have decide to pursue legally or via other avenues. 

   

  Regards,

   

  

  Business Response

  Date: 04/09/2024

  Thank you, ****. Yes, we would like to move forward with mediation. Please let us know what is needed for next steps. 

• Initial Complaint

  Date:02/20/2024

  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.

  We had 13 windows and 2 sliding doors installed August of 2023. Install went fairly well, installer didn't know the full scope of work and didn't have 1 of the windows, item completed on a different day. Before they left we noted with installer and a Manager over the phone 2 bent sashes, 1 broken lock on window. There were notes and photos taken, a verbal confirmation items will be replaced. We called in multiple times to try and schedule a service call as each time no one had anything on record. They sent a measure tech out in September to address our concerns, he noted the 2 bent sashes,1 broken lock and the leaking sliding door he said was a broken lock. Again told these items will be ordered and it would be a few weeks. November 2023, several more calls into service to get this taken care of reminding them of items we were told are on order. The origional installer comes out, no sashes, no sliding door he does have a window lock but he can't do any other work because he hasn't been given the materials from the window Nation shop. I talked with a shop manager and he confirmed for a third time that the sliding door will be ordered that day and it would be a few weeks, the installer took detailed notes and i signed these notes. I was confident this was the time they would follow through. NOPE, back to calling the service department. January, 2024 another measure tech out to ***** the ice build up on some of the windows. He says there is no reason for the ice on these windows, humidity is at 40% another installer comes out. He starts with humidity level, says should be around 15% indoor extreme cold weather, windows insulated properly, he agrees sliding door is broken needs replacement, 2 bent sashes and that the ice build up is a manufacturer issue now. Next we get an email regarding winter humidity pushing back on us from the manufacturer. We have been Informed there's no records of items needing to be fixed from anyone and nothing is or has been on order!

  

  Business Response

  Date: 02/26/2024

  Window Nation apologizes again for the inconveniences our customers have experienced during this project. Window Nation did go out to our customer's home on February 16, 2024, and went over the concerns the customer has and created a list of items to address. Window Nation has ordered the parts needed, and once we have an ***, we will update our customers and schedule a time that works for them to wrap up all service issues. Window Nation appreciates the customer for allowing us to resolve their issue.

  Customer Answer

  Date: 02/29/2024

  Which option do I choose if I am not ready to commit to a satisfied answer until the items/actions have been completed by Window Nation? We feel our confidence in this company is extremely low as they continued to string us along for over 6 months so far on these repairs and replacements. I will not be satisfied until completion and that will be over the 5 day limit to respond.

  ******

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21303627
  
  I am rejecting this response because:
  
  We have heard this response in the past with no resolve. I am currently waiting to see if Window Nation does indeed follow through with their intent to replace and fix the items discussed and noted numerous times before. ONLY then, once ALL issues are dealt with by Window Nation will I dismiss this complaint.
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 03/04/2024

  Original sale date:

  May 22,2023

  ******* *******, sales person

  Install date:

  August 5, 2023 

  First request for service work to complete project and take care of issues made before the installers left the site.

  several

  phone calls made between August and September. Finally a measure tech was sent out in September, proving another failed attempt at fixing the issues, more notes taken and promises to order and complete the initial fixes. October, November and still more calls into service. Mid November they send out the initial installer who has a lock to replace the broken lock but nothing else as previous noted 2-3 times. He hangs out for an hour, writes a novel of notes which I sign and also chatted with a manager and Im assured the items have been ordered and it will be a few weeks. Nothing completed come January, freezing cold out and we start to get ice built up on some windows, freezing air ******* through the broken sliding door and still no resolve except to send another measure tech out, who rips a window apart to make sure its insulated properly and wants to tell me  My home is too humid, Im accepting zero responsibility for these issues as its just certain windows. Its now into February and we get told that not one of the techs have ever noted the issues mentioned and there has never been any replacement items on order! Beyond frustrated at this point my husband continues to call and finally is able to get another manager to come out to the house and see what is going on. He agrees there are issues that need to be addressed, he says items will be ordered and installed and the same day he comes out I have already started the process with bbb and my complaint against the company. Therefore I am not going to be satisfied until ALL of the issues are dealt with.

  

  Business Response

  Date: 03/07/2024

  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 needed to complete the job and have an ETA of March 22, 2024. Once received, Window Nation will schedule an appointment with the customer at a time that is convenient for them to complete their project. We greatly appreciate our customer's patience.

• Initial Complaint

  Date:02/13/2024

  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.

  The whole process of purchasing windows started on 8/16/2023 when **** the salesmen came out to discuss what windows they offered. He did the whole presentation about the windows and we asked him questions, and gave us answers that we found out were false including window Nation windows were Pella windows. We were told the windows we were getting would block most of the noise we were hearing again not the case. We were told we would not get any moisture inside we had ice and I sent in pictures and videos to customer service. When they came to do the initial install all windows except one back Bay window were made correct. I sent a message to the salesmen and the workers contacted their boss about the issue. I later spoke with the project manager that day and he told me he would submit the new measurement and they should order a rush on the window since it was their fault. A few days later I sent another message to the salesmen about a few more issues and he said he would go take care of it. All windows except one got installed the day of install and we were fine because things happen. Finally a few weeks or so later I contacted customer service and I kept getting the run around. I finally spoke with someone on 12/5 the day the tech was coming out to inspect the windows and doors for issues and she told me she just ordered the replacement window. I asked why almost a month later if it was known on day one. I called again and again and again and many more emails and kept getting nowhere. I finally spoke with a manager at the ********** location and found out my salesmen and a few managers were no longer there. Now again I am dealing with **** and ****** with window Nation, and keep not getting answers on the repair parts that were ordered on 12/5 by their technician. I keep emailing but no answer again today 2/12/24. I asked **** to have a tech come out on a weekend I could not take anymore days. His response today was a tech would be coming out on 2/15 will not work

  

  Business Response

  Date: 02/19/2024

  Window Nation regrets the frustration surrounding the customer's project and the communication issues that have occurred. Window Nation did visit the customer's home on February 13, 2024, and discussed a punch list of items that we will address. Window Nation appreciates that our customer has given us a chance to rectify the service issues that were resolved, and we are currently working on getting our customer scheduled for a Saturday per their request.

  Customer Answer

  Date: 02/25/2024

  I am not sure why this was closed. I was waiting for them to get back to me it has been over a week since they came out. Monday the branch manager called and stated he would have the install manager call me to schedule a day to come out but that has not happened. I was going to give it til Friday which would be two weeks. The issues have not been resolved yet and they still have to figure out what they are going to do for the ice issue that happened on the new windows and door they installed. Also noticed recently another issue I found but have not been able to speak with the branch or install manager about it

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21284410
  
  I am rejecting this response because:   they have not made the necessary repairs to my satisfaction and agreed upon by myself and the branch manager.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/11/2024

  Window Nation apologizes to our customer for the lengthy delay in resolving their concerns. We pride ourselves on resolving any follow-up service needs quickly and effectively. We regret that this has not happened in this case. Window Nation has, however, scheduled a service date of March 16, 2024, and will have an additional crew to assist with any service issues that the customer has been facing. We appreciate our customers patience throughout this experience.

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21284410
  
  I am rejecting this response because: When ****** and ****** came out here for the initial visit ****** asked me what I expected to get out of this. My answer was what I was promised and that is noise cancellation windows, ice free and draft free windows which did not happen. Even the new Bay window that was installed last month developed ice on the outside of the middle window only, and it was 40 to 50 degrees that night. The front Bay window had moisture on the middle window only. I have sent numerous emails to ****** about things with no response as well to ****** on 3/6 about concerns. She stated in her correspondence if I had questions or concerns to contact her directly. I feel at this point it would be better just to have you refund my money and I will get windows elsewhere since window Nation will not honor the contract and what they promised. They stated no parts are needed for this trip but still missing my full size screen for the family room slider. no one at window Nation can tell me where the parts the tech ordered after the 12/5 visit are. Replacement lock,screen for the window stated above and lower stashes for front Bay window. I can see having moisture due to hot and cold but ice should not happen. Please agree to refund my money. Also ****** sent me the copy of my install paperwork I requested and the install team never protected my furniture or put up any barriers,signs, or performed any of the requirements you gave them for cleanup regarding lead paint. See paperwork attached this is a concern because this should have been done since my house was built in 1955 now do you pay for my vents to be cleaned since I just did it 12/2021.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/25/2024

  Window Nation performed a site visit on March 16, 2024, where the following problems were identified: Reorder one bay window and install new casing on the kitchen and dining room windows. Fix kitchen sash lock and shim and foam multiple windows customer has agreed to these repairs and will update the customer with an eta on parts as soon as available.

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21284410
  
  I am rejecting this response because: all repairs have not been made once completed and all parties agree then it can be closed 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/04/2024

  Window Nation regrets that our customer has these feelings toward our business and their experience. Our goal is 100% satisfaction for every customer. ********************** spoke to our customer on April 1, 2024, and explained everything that we will be doing to address our customer concerns. We are going to add silcone to the locking mechanism, which will address the gap in the locks. Also, we are going to shim and recase one of the bay windows, along with ordering frames for each of the bays; the old ones will be removed and then replaced with new frames. Once an *** is provided by the manufacturer, we will update the customer. We appreciate our customer's understanding.

  Customer Answer

  Date: 04/07/2024

   
  Complaint: 21284410
  
  I am rejecting this response because: I was told they would tighten down the locking mechanism on the driveway window. Adding silicone to a brand new window is not a amicable answer to fix the issue. If it can not be tightened down a new sash should be ordered and installed. They have made some adjustments and repairs but the sash on the front Bay window is even tighter than prior. The new bay window has been ordered since the contractor cut it down and cut the threaded rods on it and voided the warranty. A few more repairs still need to be made to other windows as discussed by myself and the Chicago Branch. Again once all repairs are done and we agree that the windows are in working order this can be closed 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/16/2024

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Thank you.

  Window Nation would like to decline mediation we have requested the remake and we have an ETA of May 16, 2024. Once this is received we will be able to complete all necessary services requests. We appreciate our customer's patience throughout this experience

  

  Business Response

  Date: 05/15/2024

  Window Nation appreciates our customers patience while we work with them on scheduling a time to complete the necessary service issues. Window Nation is hopeful that will complete the project soon and will continue to follow up with the customer once everything has been completed.

  Customer Answer

  Date: 05/19/2024

   
  Complaint: 21284410
  
  I am rejecting this response because: yes they have tried to work on the issues at hand but I have now told multiple people about the full screen that was supposed to be ordered for my slider and nothing is getting ordered. A young lady was working on getting the new lock for my patio door and unfortunately no clue where that is again either. It is really frustrating when you tell everyone and nothing gets done to complete this project this should already be done since the replacement bay window is in. Without all the parts and one day to finish the project hopefully I am not ready to move forward with the rest of the project. And I have already discussed with ****** the other issues which came up on the windows they have went through with the expansion and contraction so she will hopefully be able to address those the same day but with time permitting of course
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 05/23/2024

  Window Nation apologizes for the delays in resolving our customer service issues. ********************** did speak to our customer on May 13, 2024, to schedule their service, but unfortunately, there were some other issues that the customer brought to our attention. ********************** has ordered the additional items needed to complete the customer service-related issues and will provide an ETA as soon as one is available. Window Nation greatly appreciates our customers's patience and looks forward to bringing them a complete resolution.
  

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21284410
  
  I am rejecting this response because: I have been waiting for the additional parts for a few months now. It states I brought it to their attention but they were aware of this. As stated prior I have been working with ****** to resolve these issues but more keep popping up. I will have to contact ****** to see how we are going to proceed
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 06/10/2024

  Window Nation has an *** for the customer parts on June 28, 2024. Once they have been inspected, we will be able to schedule our customers.
  

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21284410
  
  I am rejecting this response because: I have wasted too much time and advised them of my concerns too many times. I have let them know about bad customer service and they stated they would keep in touch if there was a delay they would tell me. As usual no email,phone call or text message 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 07/01/2024

  Window Nation has confirmed all parts are here and did reach out to our customer on July 1, 2024, to schedule service.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21284410

  
  ******* ******
  Thu, Jul 4, 7:28 AM (4 days ago)
  to me
  
  I reject this statement because they called and I asked for a Saturday. The customer service *** stated he would call me back with a date the technicians could come out on a Saturday. I still have not received a call. This goes back to the original complaint of bad customer interaction between the office and the client. I spoke with ****** and ****** about this when they first took it over. Also something to note was the original date was June 23rd I believe they had for an eta, and when that date did not come yet again they did not contact me until 7-1. An email or text stating they were still waiting on parts would have sufficed I know everyone gets busy but good customer service is key
  

  

  Business Response

  Date: 07/10/2024

  Window Nation apologizes to our customer for the lengthy delay in resolving their concerns. We pride ourselves on resolving any follow-up service needs quickly and effectively. We regret that this has not happened in this case. Window Nation did speak to our customer on July 1, 2024. and is working on accommodating a Saturday time slot to address their service needs.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21284410
  
  I am rejecting this response because: I still have yet to hear back from the customer service team. When they called I had to ask if it was the same crew coming out that had been here the prior visit. This was already agreed upon on their last visit this would happen. Unfortunately as usual things keep falling through the cracks. I would just like these and the others I spoke with ****** about to be resolved. The windows they already adjusted are having issues again maybe the tech that was out here on 12/5 was right maybe the lower sash is a 1/16" too big. This has been an ongoing issue since 11/10/2023 when the windows were first installed. I was assured things would be fixed within the company but again unfortunately that has not been the case. 

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

  

  Business Response

  Date: 07/19/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .********, and find that Mediation is necessary.

  Thank you.

  Customer Answer

  Date: 07/21/2024

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********. No mediation is required. I am working amicably with them to try and resolve all the issues. The problem is still lack of communication on their part. Yes they did call but they called on Friday 7-19 to setup for service date of 7-20. This is not enough time since I already had plans. I also have plans for Saturday 7-27 so that is not an option. Setting up an appointment at least 1-2 weeks in advance would be best. I feel these issues will probably still be ongoing into 2025. I have been trying to work with Window Nation since the install date of 11/10/2023. It is now over 8 months later and more and more keep coming up.

  Regards,

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

• Initial Complaint

  Date:02/12/2024

  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.

  Window nation is a total ****. A rep came out to our house and sold us on new windows. We ended up financing $37,000 of the project. The rep said over 20 times the interest rate is 1% on the loan. It was only emailed to us to sign with no visibility on the loan terms. Turns out the interest rate is actually 10.95%. We cancelled the loan, but wasted an entire day talking to this **** artist.

  

  Business Response

  Date: 02/13/2024

  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 has agreed to cancel the customer sale and refund the deposit. We wish them the best of luck on their future home improvement projects.

• Initial Complaint

  Date:02/07/2024

  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.

  In November 2023, Joathan who was the sales rep for this company came out and measured my home for replacement windows. He told me that I could get 5 year financing with no interest and no payments as long as I paid in full by the 5 year date or the interest would be added in. I said at the time I would want to do this with the 5 year plan. He quoted me $8900.00 for all the windows. I made several calls to the company after that for follow up. My third call, the customer service rep said she would email Jonathan and his supervisor to call me and someone would call me. Jonathan did call me back on January 9th and conformed to quote and the financing. He said he would send me the contract and finance forms. I did not get the forms and he did not call back. I made several more calls to this company. On Feb 1st I received a call from Richard ****** with this company informing me that all finance contracts only come from him and not from Jonathan and that he could not honor the agreement Jonathan and I made unless I
  1, financed the windows up front and pay 9.9% financing. 2. 5 years no interest with a cost of $14,612 and 3. 18 months deferred $10,365 installed with monthly payments of $233 month

  

  Business Response

  Date: 02/08/2024

  Window Nation apologizes to our customers for any confusion or frustration after they had one of our sales representatives come to their home. We would like to, however, clear up a few matters that our customer has stated, as we do not want them to be misled or misinformed. The first option they presented to us was cash-only, not involving financing. This, of course, would be a significant saving for the customer. The other option they inquired about was if they were to finance the windows, and this was the other option presented to them. Window Nation apologizes again for the confusion or frustration when applying for financing.

  Customer Answer

  Date: 02/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the price quoted to me was for the financing and the company should stand by the agreement the sales rep and I had not only once but twice.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 02/14/2024

  Window Nation apologizes for any misunderstanding that occurred with our salesperson and the finance that was discussed, but unfortunately, we are unable to offer the customer the loan on a cash-only deal. Window Nation regrets any confusion our customer have experienced, and we do hope that they keep us in mind for any future home improvement projects.

  Customer Answer

  Date: 02/21/2024

  I am rejecting their response because of their deceptive practice during the home visit and measurement. This was not a new salesman. He gave me the information on the visit.  This company should stand by the promise made to Me during the home measurement visit

  Customer Answer

  Date: 02/23/2024

  I do not have a written contract. Jonahan and I agreed when he came to my home on the cost and deferment plan.  He also confirmed that on a phone call in January 2024.

  

  Business Response

  Date: 03/05/2024

  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. We regret if our customer experienced any confusion. Window Nation did explain to our customer the different plans available for financing vs. a cash-only deal. Once again, Window Nation regrets any confusion our customer has experienced, and we do hope that they decide to purchase windows from us.

  Customer Answer

  Date: 03/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this company misrepresented themselves in both conversations I had with Jonathan the sales rep. The company should stand by the employees and the agreement made with Jonathan should  stand so we can move forward with the agreement in November 2023 and in 2024 with Jonathan
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:02/05/2024

  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 signed a contract and paid a deposit for the purchase and installation of six new windows on 12/9/2023 under the condition that I had the right to cancel up until final measurements were completed. This was verbally confirmed by both the sales professional (in person) and the sales manager (over the phone). I signed the contract via ipad. AFTER I signed and as the actual paper contract was printing out, the sales professional instructed me to ignore the part of the contract that indicated that I had only three business days to cancel the contract. I emailed the sales professional two days later to confirm that I did in fact have more time to cancel, up until the final measurements were made. On 12/20/2023, I contacted the sales manager to ask for my deposit back as I had in fact changed my mind and final measurements had not yet been taken. The sales manager informed me that there is a 30% cancellation fee, meaning that I had to forfeit the majority of my deposit. I objected over email and also appealed to the Branch Manager. However, I only received a small portion of my deposit back. This seems to me to be very deceptive business practices.

  

  Business Response

  Date: 02/09/2024

  Window Nation apologizes for any miscommunication that occurred with our customer. ********************** is currently looking into what transpired and will follow up with the customer accordingly. We appreciate our customers' patience throughout this experience.
  

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21241334
  
  I am rejecting this response because: the organization stated they would reach out to me to get more information about my issue.  As of 5:30 on 2/15, I have not had any communication from representatives of Window Nation.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/23/2024

  Window Nation apologizes for the delays in resolving this issue. We are currently working with our sales department and hope to have this resolved before the end of the month. Window Nation appreciates our customer service.

  Customer Answer

  Date: 03/05/2024

  I have not had any contact from Window Nation to resolve this conflict. No phone calls, no emails, nothing. I do not consider it resolved at all.
  ***** ******

• Initial Complaint

  Date:02/02/2024

  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.

  see Attached document

  

  Business Response

  Date: 02/02/2024

  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. We regret if our customer experienced any confusion. Window Nation would, however, dispute that our customer did not receive the finance plan that they agreed to with the correct terms and conditions. The customer loan program that they signed for was 18 months, same as cash, no interest, and they received additional discounts for choosing that loan. Please see the attached documents: Page one outlines the terms of the loan, and page two shows the customer's signature along with the IP address from which it was signed. Once again, Window Nation regrets any confusion our customer has experienced or mishaps with their loan.

  Customer Answer

  Date: 02/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  My name is **** *********, my mother *** ********* has the above case with you at BBB. Please reopen the above case because here's where the concern lies.... my mother has made EVERY payment on time plus the minimum due...she was late on her payment in January 2023 because my father, her husband of 63 years died the day before that January 2023 payment was due. My mother paid that payment late and also paid over the minimum due as she has EVERY month! She is being penalized because she was late on that January 2023 payment  due to her husband dying.  The window nation finance does not care. So how fair is this that she has made every payment plus and one month was a week late due to a death and now has to pay over $6000 in interest!!!! It's pretty sad that they are taking advantage of this situation and a senior citizen who lives on a fixed income.  Very sad! Is there anything else that can be done besides court? Please let me know what or if we have any options or if you have any suggestions. Thank you! **** ********* ###-###-#### 
  
  
  
  Sincerely,
  
  
  
  *** *********

  

  Business Response

  Date: 02/27/2024

  Window Nation sincerely apologizes for the feeling that the customer has towards our business. Unfortunately, we are not able to discuss a loan with the bank due to privacy issues. Window Nation would recommend that the customer reach out to their financial institution to find a suitable solution. Once again, Window Nation regrets any confusion our customer has experienced, and we do hope that they are able to settle the matter with the financial institution from whom they received their loan.