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, LLC

  3813a Helios Way Pflugerville, TX 78660

• 

  Window Nation

  5900 Northwoods Business Pkwy Ste M Charlotte, NC 28269-5747

  
• 

  Window Nation, LLC

  2450 Airport Blvd Aurora, CO 80011

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:02/01/2024

  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.

  Initial Date of Install: 11/28
  Amount: $12,110.37
  At initial install quality of work was beyond poor. I immediately call customer support and sent in pictures for review. Product was damaged as well. Sent in pictures of everything.
  
  Site Inspection 11/30: Site manager and original installer to complete. Installer showed up first and started trying to cover us bad work before manager gor there. I immediately called customer support and they contacted install manager. Installer stopped and waited for manager. After install manager go there, they walked and I showed them all the issues. The entire time the installer was telling the manager that was not his work, insinuating I or someone at my home had done something to the product. They informed me they would let me know what needed to be ordered for my sliding glass door and let me know when they would be back out. They also asked I provide the color of my house siding as they were going to need to replace some j channel.
  
  Following this visit, I spoke with customer service a few times. I did not hear back from the install manager until a text on 12/8. He asked for the siding color, which I had already sent 12/4. I sent the info again and even told the manager where product was in-stock to buy. On 12/11 I asked for some follow up and on 12/12 the manager stated they were getting Jchannel and would be reaching out to schedule. The manager said the exterior portion of the job could be completed while we were waiting on parts. I told him someone would have to be home to give access to the back yard. The manager said they would set up in advance. I no longer received any follow up from the branch.
  
  After 12/12 I also received no calls from customer service. I had to call to get any information. Between 12/12 and 1/23 I followed up seven times and was constantly told false information regarding product arrival and expected follow up.
  I was also directed to make no payments until job was complete, this was also wrong.

  

  Business Response

  Date: 02/07/2024

  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 a scheduled site visit for February 7, 2024, to go over the customer's concerns. Window Nation will continue to follow up with the customer until they are completely satisfied with their project. We greatly appreciate our customer's patience.

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September 2023 we contacred Window Nation for a quote on 4 new windows to replace existing windows in our livingroom at **** ********* Drive, Bel Air, MD. A Saleman named Ernie ******** came to our house on September 14. We explained that we wanted windows to match the rest of the house.
  Ernie proceeded twith a slide show and glass samples. We looked at this and again explained that our primary concern was that the windows be the same size and color of what we had.
  Ernie explained that he could match the exterior color but the interior would be that same color (cream) and not the interior color of our existing windows (white).
  We agreed to this as we planned to have the interior of the window painted.
  He went outside to look at the windows and came back inside.
  He showed us a small paint chip app 2X3" and told us this would match the exterior color of our existing windows. He told us that he would match the new trim cover to match the new window.
  He gave us a contract for $3,091.00 and we gave him a deposit of 1,113.00
  A few weeks later an installer arrived to take final measurements for the windows. We learned that two of the windows were smaller than the size in our contract. The installer told us that there was also a problem with the trim color and that Ernie would need to come out to review the choices with us.
  We called Ernie and he agreed to come out to show us trim - which he had not done in the original sale. He also told us the windows were the same price even though two were smaller.
  He came back when I was away on business and totally confused my wife. She told him again to just match the window and trim to what we had. He agreed and made a change to the contract.
  When the windows were being installed, after the team had destroyed our existing windows, the foreman told us that the window and trim didn't match and the windows needed replacing.
  We contacted Ernie and others at Window Nation who have been giving us the run around.

  

  Business Response

  Date: 02/06/2024

  Window Nation apologizes to our customers for any frustration they've experienced since they purchased windows. Window Nation is currently working on putting together a plan to resolve this situation with the branch and will follow up with our customer with a suitable resolution.

• Initial Complaint

  Date:01/26/2024

  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.

  We initially were scheduled to have about 30 windows installed; however there were 2 windows that were not installed. One bedroom window was measured incorrectly and the laundry room window was missing. We were told at the time of installation that the 2 windows would be installed expeditiously. That was in November we are now at the end of January. Someone did come out to take measurements of the uninstalled windows in November. I have been receiving calls from the finance company asking if the job was completed. It has not been. I called Window Nation and was told that someone would contact us. We have not received a call. We just want the two windows installed. The workers also ripped/tore the canopy on our patio furniture.

  

  Business Response

  Date: 01/31/2024

  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, with an expected delivery date of February 13, 2024. Once received, Window Nation will schedule an appointment with the customer at a time that is convenient for them to complete their project. Window Nation also spoke to the customer on January 30, 2024, and sent them $100.00 for the damaged patio furniture.

  Customer Answer

  Date: 02/01/2024

  
  
  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:01/23/2024

  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.

  Date of transaction: paid the deposit of $14k (approx) in Feb 2023 (about 12 months ago)
  The business committed to installation of around 20 windows. Since we paid the deposit, our experience has been hell on earth with about 7-8 trips out and countless mismeasurements, errors. Some of the windows have been mismeasured 5+ times. This morning they came out to try installing a window they've measured 5+ times and have ordered the wrong window size in each of those scenarios. This morning when they came out they didn't measure the replacement window and removed the window that was installed and then realized the new window had the wrong measurement again. They also cracked the old window so now we have a leaky window with no end in sight for a replacement.
  
  We own Window Nation another $22k. Our down deposit was approx. $14k.
  
  The lack of attention to detail has been horrendous and with no end in sight we are at a loss for how they will deliver on our contract. This has been the worst experience. I would never recommend Window Nation to anyone. Their (lack) of guarantees, attention to detail and quality is criminal

  

  Business Response

  Date: 01/29/2024

  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 has discounted the customer $15,706.00; this was applied to the balance due on January 25, 2024. We scheduled another measurement on January 26, 2024, and have requested a rush on parts and will provide the customer with an ETA once one is provided to us. Window Nation is hopeful that it will complete the project soon and will continue to follow up with the customer once everything has been completed.

  Customer Answer

  Date: 01/31/2024

  
  
  Complaint: 21186818
  
  
  
  I am rejecting this response because: the service has not been completed.  We still have 1 broken window from installers (3 part window) and another window that was part of my compensation which hasn't been installed yet they measured it over 4 months ago.  
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 02/02/2024

  Window Nation apologizes to our customers for any frustration surrounding the project. Our teams have ordered the remaining pieces to complete our customer's job, and we are expecting to receive those parts within the following weeks. 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' patience and looks forward to bringing them a complete resolution.

• Initial Complaint

  Date:01/23/2024

  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.

  WINDOW NATION DECEPTIVE PRACTICES:
  
  We had Window Nation install 5 windows on May 18, 2023. As of 1/22/24, they have still not completed or fixed all the issues. We have REPEATEDLY sent them list of things to be done and 8 months later, we are still not completed, and are stuck with VERY INFERIOR windows. Other issues include:
  
  BAIT AND SWITCH SALES TACTICS: The windows we received were NOT the quality of what we were sold: NOT climate efficient as shown in sales presentation … EXTREMELY drafty and cold in our rooms with “new” windows, gaps in windows letting bugs in, wavy screens with thin frames so they cannot be tighten (told they could not fix this), exterior trim bowed (told the “solution” would “be worse”/look uglier than the problem/ cannot fix), caulking messy and not in the right color, trim pieces “glued” on and coming off and wavy.
  
  STILL NOT FINISHED: Have NOT had all the issues with the windows fixed or installed properly (We have been PATIENTLY waiting for eight MONTHS, so far)
  
  HAVE BEEN LIED TO REPEATEDLY: Was NEVER told that the “stained" windows (color: Foxwood) did not have ALL the pieces in the stained color, that some of the pieces would be in a different color. THEN was told REPEATEDLY that BROWN pieces were ordered so at least it would coordinate better than white (told be Alex ******, Jarrod ******, and Bernadette ******) that those pieces HAD been ordered, and Bernadette and Jarrod had told us those pieces were in and ready to be installed, only to find out on Novemeber 28, 2023, that they do NOT even make those pieces in BROWN, never have! (We have been told since May 2023 that they were ordered & HAD come in to Window Nation from the manufacturer.)
  
  HARASSMENT & BRIBERY: We gave Window Nation $5568.00 on April 6, 2023 and the rest to be paid on completion of the window (which, as of 1/22/24, has not been completed yet). We had our original install on 5/18/23, and did not hear from Window Nation about repairs until JULY and then they didn’t come out until SEPTEMBER 22, 2023. On that date, 4 out of the 12 items were corrected/finished, with more issues discovered by the service tech. We were told more parts were ordered, parts that we were told were ordered in MAY. On OCTOBER 5, 2023, we were called with a COLLECTIONS call from Bernadette Willson. (We have ALL documented correspondence). She wanted payment NOW, even though the project was not completed. We explained ALL we had gone through and she said she would take $943.00 off because of all the HASSLE we had gone through. We explained that we would pay the remaining amount the MINUTE the project was complete. She repeatedly harassed us for the remaining balance to be paid on 10/12/23 (a date when a service tech was supposed to come out but DID NOT show up), and she also had in her paperwork she sent via email, that if we accepted her offer ($943 off), we could NEVER SAY ANYTHING NEGATIVE about Window Nation on SOCIAL MEDIA, or to any other MEDIA, and could NOT contact a THIRD PARTY for legal actions. (All correspondence is available.)
  
  FURTHER HARRASSMENT: We were sent 2 more emails today (1/22/24) from Bernadette ****** stating we MUST pay them the remaining balance by Monday, 2/5/24, although the work is not finished.
  
  We will need to replace all the windows that Window Nation has put in.

  

  Business Response

  Date: 01/29/2024

  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 offer our customer $943.00 in compensation for all of the issues that have happened, and that credit was applied to their balance on October 9, 2023. On November 28, 2023, a punch list of all of the items needed to be addressed was created, and one window was ordered with a parts ETA of January 12, 2024. On January 16, 2024, a phone call and text message were sent to the customer to complete all outstanding services; this was also done on January 18, 26, and 29, but we have not heard from our customer. Window Nation will continue to follow up with the customer to schedule and ensure that they are completely satisfied with the finished product.

  Customer Answer

  Date: 01/29/2024

  
  
  Complaint: ********
  
  
  

  This response contains several FALSE statements.  A list of issues has REPEATEDLY been sent to Window Nation since MAY 18, 2023.  They have REPEATEDLY lied about having parts (when they don't exist), shown up for service calls without parts or only some of the parts, or canceled service calls, etc.  

  The latest correspondence that is referred to in Window Nation's response ... We received an email on 1/16/24 from Sharanda ******. We tried to contact WN via email on 1/17/24 but a message came up saying "We could not load this message. Retry."  We then called WN on 1/22/24 via phone (after being away for a few days).  That same day, we received TWO HARASSING emails demanding payment by 2/5/24 or WN would take further action.  (After we have been waiting for 8 months for WN, they sent us TWO harassing emails after 5 days.). ********** ******, their collections agent, sent an email requesting us to send YET AGAIN a list of all that needed to be done.  (We have been sending this REPEATEDLY list since MAY 2023.). ********** ****** said  (on 1/22/24) she would look into it.  There have been 8 people whom we have sent this list to REPEATEDLY!  This morning (1/29/24), a Robert ******, whom we have never heard of, sent us an email saying our parts were in.  We sent an email back requesting that they list ALL THE PARTS that are supposedly in and address ALL the issues listed (see attachment) BEFORE setting up ANOTHER UNPREPARED service call.  

  We have been lied to repeatedly, been sold a "bill of goods" ( the product is |FAR INFERIOR than what was presented to us in the sales meeting.)  Among MANY issues, our windows are EXTREMELY cold/ climate insufficient.  We purchased a thermometer to place by our windows.  We have several photos of the thermometer reading 50 degrees when our home is 72 degrees everywhere else in our home besides the rooms with the Window Nation "new" upstairs windows, and the temperature is only 28-32 degrees outside (not even very cold for Minnesota).  (The thermometer was tested downstairs our home and read 72 degrees.). A week and a half ago, when the temperature outside were sub- zero, we could practically see our breath!  It was unbearable!  Window Nation practices BAIT AND SWITCH techniques.  The windows we received are NOT the window quality we were sold on.  The sales person, Alex ******, even did a presentation with a heat lamp, showing how energy efficient these windows were, temperatures would remain consist in our house, we were told.  Not to mention, ALL the other issues (see attached list) that are wrong with these windows, including several items that "can't be fixed" according to Window Nation service people.  Their own employees have admitted how disorganized and under-employed their company is in MN and how there are "MANY" complaints against this company, that we are "not the only ones."

  The bottom line is... we are requesting a refund of our original payment ( $5,568.00) due to the fact that these are NOT the windows we were sold on and we WILL HAVE TO REPLACE ALL THE WINDOWS WINDOW NATION PUT IN. (Pease see attached 8 page document of ALL dates, times, emails, texts, phone calls, photos, etc.). This has been an EXTREMELY frustrating experience!

   

  Customer Answer

  Date: 01/29/2024

  In short ... (from 8 page document sent previously)
  10/5/23 - Bernadette ****** called on our home phone. She started leaving a message that Window Nation had “repeatedly tried to get ahold of us for payment.”  Which is COMPLETELY UNTRUE! We were NEVER contacted for payment! Nor should we have been, since the job was NOT completed.  We picked up the phone when we realized who it was and spoke with her on the phone. We let her know ALL our frustrations and how we have NOT heard anything from Window Nation as far a payment AND how we have been PATIENTLY waiting for our installation and repairs to be complete.  She knew NOTHING of this past history of NEGLECT on Window Nation’s part.  We expressed how being repeatedly ignored and waiting all these months, and then getting a collections call, was unnerving and infuriating, to say the least!!  She said she was sorry for the hassle and that she would take off $943 off our remaining balance.  We felt FINALLY understood, that she comprehended how frustrating it had been.  She mentioned NOTHING about “CONDITIONS” to accepting her offer of $943.  She said she would “send the paperwork” for us to sign saying we accept Window Nation’s offer.  She also called Jarrod ****** (service manager) on the phone to set up a service call for the remaining work, since we had not heard from him.  I asked her if ALL the parts were in, specifically asking about the BROWN bottom rail pieces.  She said that YES, ALL the parts were in and ready to be installed.  (Later, on 11/28/23, we found out they not only did not have the parts, but the manufacturer di not even make that part!!). An install date of 10/12/23 at 1:00 was set.
  When Bernadette sent the “paperwork” via email offer, we read the CONDITIONS of her offer, which she NEVER mentioned on the phone.  It stated that we had to pay the final payment on 10/12/23, whether or not the work was done.  It also stated …
  
  “Customer agrees not to pursue any further or future legal or administrative actions against Window Nation, LLC, which includes, but not limited to, filing complaints with a third party agencies, or pursuing other actions with any media or social media outlets.”
  
  The offer Bernadette gave us for all our hassles, was really “HUSH MONEY” so we would not complain about Window Nation and give up all our rights to pursue any legal action. (Is this how Window Nation has a “5 STAR” rating on their website? - We SHOULD have done our research because there is a PETHORA of COMPLAINTS against this company online!). We, once again, assured her that we would pay the remaining balance AFTER the work was complete.  She continued to send emails (we have all the documented emails and “paperwork”) insisting we sign the paperwork and pay on 10/12/23, even though she would not guarantee the work would be completed on that date. (See below… Window Nation ended up NOT showing up for the scheduled 10/12/23 service call).
  
  10/12/23, 1:00 - NO SHOW (service call)
  Brennan, service guy, was supposed to come at 1:00 PM to install brown trim and fix ALL other issues. NO SHOW. Got a call at 1:30 PM (see below)
  
   10/12/23, 1:30 PM - CANCELED service call
  Jarrod called and left a message saying the brown trim pieces (for the stained windows) “came in in the wrong size.” (Was previously told that those brown trim pieces came in to them in the wrong color.). We told Jarrod that we would NOT sign their paperwork saying there were CONDITIONS to accepting their offer, which the condition were not mentioned in the phone call with Bernadette.  We only saw their CONDITIONS after see sent the paperwork. (See attached document.)
  Since then, we have had COLD temperatures outside.  Our home is 72 degrees inside.  When it was sub-zero temps a week and a half ago, we could practically see our breath in our bedrooms.  We bought a thermometer to take the temp near our windows and then in the rest of the home.  The outside temp was 32 degrees (not cold for MN) and the temp by the windows is 50 - 52 degrees. The rest of our home is 72.  These are upstairs windows (heat rising) and by a heat vent and SOUTH facing.  Normally the WARMEST rooms in the house.  We CANNOT live with these windows and are calling a reputable window company to come over and look at these "new" windows.  They will have to be replaced.  These are NOT the windows we were sold on!! There are SO MANY issues, many of which we were told by WN "can't be fixed" or "we don't know why that's happening" etc.  This has been a DECEITFUL company; very frustrating.

  

  Business Response

  Date: 02/02/2024

  Window Nation regrets the lack of communication with this customer and will work with them until every issue has been addressed to ensure customer satisfaction. Window Nation did speak with our customer on January 29, 2024, and the customer will be creating a list of items that need to be addressed. Window Nation has a tentative date to do a site visit on February 13, 2024, to go over this and any other items that the customer requests. We appreciate our customer's patience throughout this experience.

  Customer Answer

  Date: 02/05/2024

  A date of Feb. 13, 2024 at 1:00 PM has been set to have some "managers" come out and view the situation first hand.  We don't know if this will be a service call or just observation.  We did have a window expert (NOT from Window Nation) come out and view our windows on 1/31/24.  Here is what observed ... QUOTE:

  "In regards to your replacement windows, here are my takeaways:  The replacement windows were not sized to fit the opening properly, therefore the opening had to be modified in order to have the window installed.  There is a rather large filler on the exterior to cover the gap left from where the original window frame met the siding; my assumption would be there is no insulation behind the filler which can be causing some of the air infiltration.

  Since no trim or extension jambs were removed, there was no new insulation used to seal up the window from interior.  There was an attempt to use some silicone along the edge of the new vinyl frame, where it meets the extension jamb, to seal it - however what is behind and below the jambs was not touched nor improved.  I'm confident a good portion of the tire infiltration is coming from this area.

  The windows are made as what is referred to as a "builder grade" vinyl window.  It is very cheap and weak material.  Many welded seams are already pulling apart. The vinyl frame of the screens have already started to warp and won't align properly. The interior wood "sticker" or "stop sticker" that was applied after the fact is already peeling off the window and looks to have been installed by someone that is not a professional. The "color" of the wood sticker to "match" the original trim is no where close to the same color.

  I am curious, did they pull a permit at all and have the windows been inspected? ... I'm sure no inspector would sign off on these as being done in a quality manner."  END QUOTE.

  Once again, a list of SEVERAL concerns, along with photos, has been sent to 9 different people at Window Nation beginning on May 18, 2023.  We will keep you informed of the outcome of the upcoming Feb. 13th meeting with the Window Nation managers.  Thank you.

  Customer Answer

  Date: 02/14/2024

  This case is NOT closed as of yet.  Window Nation sent two managers, Lenny ***** and Paul *********, to our home on Feb. 13, 2024.  As a results, WN is ordering new parts that are supposed to arrive in 4-6 weeks.  We will see if the issues are resolved after that.

  Items ordered:

  • Both left and right sashes, with screens,  for master bedroom-existing units are bowed, causing interlocks to not fully engage
  
      • Both left and right sashes, with screens, for front bedroom-existing units are bowed, causing interlocks to not fully engage
  
      • Baffles for all windows to address insect infiltration
  
      • Correct screw caps prescribed by manufacturer for Foxwood windows
  
      • Darker roller tracks for the three Foxwood windows-based on manufacturer availability/recommendation 
  
  • Re-wrap the exteriors of the three windows on the back side of the house

  • Replacing the RWD with correct jamb material with caulking to match as closely as possible.

  

  Business Response

  Date: 07/30/2024

  Window Nation regrets that our customer has these feelings toward our business and their experience. Our goal is 100% satisfaction for every customer, and we have not met their expectations. Window Nation has scheduled an appointment for July 31, 2024, with our vendor to go over all of our customer concerns and address them. Window Nation is hopeful that it will complete the project soon and will continue to follow up with the customer once everything has been completed.

  Customer Answer

  Date: 07/31/2024

  
  
  Complaint: ********
  
  
  Although Window Nation did have a representative come out to our home today (7/31/24 at 10:45 AM)  and look at our windows, nothing has been completed yet. The problems still exist.  And there also has been no mention on compensation due to all the expenses we have incurred over the past 14 months.
  
  
  
  Sincerely,
  
  
  
  ***** * ***** **********

  

  Business Response

  Date: 08/05/2024

  Window Nation apologizes again for the inconveniences our customers have experienced during this project. Window Nation and the vendor will be supplying weather guard and insulator strips to close the gaps the customer is experiencing. Window Nation is happy to have any conversation about compensation once the customer's project is completed to their satisfaction.

  Customer Answer

  Date: 09/13/2024

  Window Nation STILL refuses to take responsibility for their actions, inferior product, and the past 17 months of hell we have been through!

  We have 17 months of documented correspondence (or in the case of Rob Bostic, installation manager, documented lack of communication).  We have documented every phone call, email, cancelled appointments, excuses, bait & switch tactics, etc.  We will be adding up our EXACT expenses, when time permits, however here is an estimate: (will include and not limited to... )
  
  $ 800 Professional Exterminator (due to massive amounts of bugs entering by our "new" windows.)
  $ 1200 for lost energy ($200/ month for 6 months)  - rooms recorded at 30 & 40 degree temperature for winter months
  $ 5,000 in loss wages  (50 hours x $100/hr) for each time we have had to take off of work to be home for WN, and each time we have been canceled on
  TOTAL = $7,000
  
  Compensation: As stated BEFORE, we will accept $4000 (the remaining balance), OR the total amount paid ($9568) so that we can take thesewindows out and replace them with another company.  Unfortunately, replacing these INFERIOR windows is MOST LIKELY what we will have to do.  If WN are not willing to come to the table, we will take LEGAL action. We have been EXTREMELY patient with WN; it is time for WN to make this situation right and final.
  
  ***** * *****
  

  
  

  Customer Answer

  Date: 09/14/2024

  LIES/ UNETHICAL PRACTICES by WINDOW NATION
  
  LIE/ BAIT & SWITCH: Sales presentation with heat gun demonstrating how air tight and climate controlled windows are.  Hand to glass - could feel no temperature from heat gun. REALITY - our windows are freezing cold to the the touch, breezy, recorded INDOOR temperatures of 30 and 40 degrees even though mild winter (we have sent numerous emails to WN regarding this issue)
  
  LIE/ BAIT & SWITCH: aethestics: presentation window with no gaps, joints neatly finshed, seals tight. REALITY: our windows - gaps in corners, joints with messy chaulk clumps, different color chaulk, wavy screens (we have sent numerous emails to WN regarding this issue)
  
  LIE/ BAIT & SWITCH -  we were told all parts of the “stained” Foxwood windows would be “stained” to match, thus look like a “wood” window. REALITY - parts on “stained” windows do NOT match stain: white chaulk, different color parts, different color screw caps, different color latches, etc. (we have sent  numerous emails to WN regarding this issue)
  
  LIE - we would receive a free vacation with the purchase of these windows. REALITY - never happened
  
  LIE - the bottom rail slide peice of window, on “stained” windows was installed in white.  A matching “brown” piece was ordered. REALITY - we were told NUMEROUS times over 8 months that those parts had been ordered and would arrive in a “week or two.”  We kept being told that the parts were ordered, then that it came in in the wrong color, then that it was reordered, then that the wrong part came in again, then that it was reordered again, etc etc etc .  REALITY - after waiting 8 months, we found out the part did NOT even exist!! We had been lied to for 8 months!  (we have sent  numerous emails to WN regarding this issue)
  
  LIE - After beiing canceled on MULTIPLE times, we were told that Window Nation would do the right thing and credit us the remianing balance. REALITY: we continue to be harrased and hounded for the remaining balance, despite the nightmare of the past 17 months and the costs we have personally incurred   (we have sent  numerous emails to WN regarding this issue)
  
  LIE - We were told, at least 3 different times, that we would receive a $500 Visa gift card.  REALITY- never happened.  (we have sent  numerous emails to WN regarding this issue)

  LIE - that Window Nation is a “5 star” company as indicated on Window Nation’s website.  REALITY- we should have vetted WN more thoroughly; there are an overwhelming majority of NEGATIVE reviews about WN and their practices, yet EVERY SINGLE ONE of the reviews on their website is a 5 out of 5 stars. (Strange)
  
  HARRASSMENT - We have been harrassed off and on for 17 months to make a final payment, even though our windows were not finished.  ROB BOSTIC & BERNADETTE WILSON have used intimadation and scare tactics to get us to pay WN, despite all of the above lies, issues, cancelations on WN’s part, AND the costs we have incurred. (we have sent  numerous emails to WN regarding this issue)

  This is a very UNETHICAL company.

  

  Business Response

  Date: 09/16/2024

  Window Nation appreciates our customer's complaint, which has been sent to our local market in order to be made aware of our customer's frustrations and their desired resolution. Window Nation greatly appreciates our customer's patience while we look into their request.
  

  Customer Answer

  Date: 09/24/2024

  Window Nation has offered to reduce our balance to a ZERO balance.  We are looking forward to this offer, with HOPEFULLY no strings attached.  We are hoping this concludes our correspondence with Window Nation.

• Initial Complaint

  Date:01/19/2024

  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 for my hole home with Window Nation. When the windows were installed the install team made a mess of the tear out of my old window. I took pictures and called the company. Window Nation sent Phil ***** Manager, Install Services to inspect. Phil said they were installed poorly and would have a new install. The new install team came out and reinstalled the windows. At that time the install team Forman and Phil ***** both stated that some of the windows we defective and need to be replaced. Window Nation ordered new window sashes that did not fit correctly. Window Nation again ordered new window sashes that did not fit correctly. On Jan 8 2024 Phil ***** (###-###-####) call to see if we could resolve the issue by compensating for the defective window or have new sash glass packs made. I stated at this time its been 15 months give or take, they have been in and out of my home 4 times or more I am done trying new ways to get it done correctly compensation would be fine. Phil ***** said he would crunch some numbers and call me on Jan 12 with purposed compensation. That is the last I have heard from Phil or Window Nation. I have called and left messages with Phil and have gotten no response.

  

  Business Response

  Date: 01/25/2024

  Window Nation apologizes again for the delays and inconveniences our customers have experienced during this project. We understand their frustration, and we look forward to making things right for our customers. Window Nation is willing to discuss compensation once all services have been completed. We have already ordered the 12 sashes for the 6 windows. Once an ETA is provided to us by our manufacturer, we will schedule a service date. We appreciate our customer's patience throughout this experience.

  Customer Answer

  Date: 01/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This window install has going on for close to a year and a half. Window nation has stopped returning my calls or they say they will call and do not. They offered me $2,500 compensation on a $26592 job. So I get to pay full price for 3 to 31/2 of the defective windows. The have been in my home 7 times since the first install team showed up and made a mess of my install job.  Window Nation has had inspectors out. Then that inspector  came back to try and fix the job could not. Then they sent out a new  crew to install the window correctly and fix the damage done by the first install tome.  They have tried 2 time to fix the defective window. I am still paying every month on a job that has not been completed correctly or in a timely manner. Now they are saying they will think about compensation when they job is done. How much long will that be? At this point I don't even really want them in my home but do not want to be stuck with window that are defective. I do not feel like they are working with me at all really. Phil the person I was working with said it was sent to The Vice President of Operations and the Regional Director and now its out of his hands. That is the last time I have talked with Window Nation. No one will call me and let me know that they are doing. 
  
  
  
  Sincerely,
  
  
  
  ****** *********

  

  Business Response

  Date: 02/02/2024

  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 receive the IGU on February 1, 2024, and immediately reached out to the customer and scheduled their final service for February 16, 2024. Once the customer is satisfied that all services are completed, Window Nation will be happy to discuss compensation due to service issues.

  Customer Answer

  Date: 02/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Window Nation has scheduled a service call on16th of February to try for the third time to fix the issue. I have to wait until this is completed and compensation has been offered before I will close this out. 
  
  Sincerely,
  
  
  
  ****** *********

  

  Business Response

  Date: 02/12/2024

  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 does have a service date set for February 16, 2024, where we will complete all necessary services, and once the customer is satisfied with everything, Window Nation will be more than happy to discuss any compensation that may be due to our customer for the delays.

  Customer Answer

  Date: 02/20/2024

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

  I have attached a photo of the service call made on 16 Feb 2024 showing it was the third attempt at fixing my windows and that not only did they fail to fix the problems they made one window worse. Window Nation has not fixed the problems. They have failed to inform me how they plan to fix the problems, and they have failed to provide any of the compassion that they stated that would provide. 

  ****** ********* 

  
  

  

  Business Response

  Date: 02/23/2024

  Window Nation scheduled a service for February 16, 2024, to address the issues the customer was having with their windows. We did send the installation manager along with two technicians. Window Nation started working on adjusting the frames to make sure they were square so the windows would function and seal properly. The customer declined and asked Window Nation to leave his property. Window Nation stands ready to assist our customers when they inform us of a date that will be convenient for them to complete their service.
  

• Initial Complaint

  Date:01/18/2024

  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 contracted with Window Nation for a two window (two double hung windows) job where it was clear these windows would be one in each of two separate bedrooms. I received a three window (the two bedroom double hung windows) and an additional living room twin double hung window. The quote for the 2 window project was 2430 and the quote for the 3 window project was 4125. Because these were different windows, presumably the 2 identical windows (the two double hung windows) were approximately ~$1215 each ($2430/2). The additional window (the living room twin double window) is a different type of window (bedroom windows were double hung whereas living room was twin double hung) as such the approximate value would have been $1695 (4125-2430).
  
  I contracted for the two bedroom windows (two separate windows in two separate rooms). This was made very clear. This contract was for a rental and my tenant was home at the time. Given that I was not part of the conversation, I do not know if there was confusion as to which windows but what is clear is that I paid for two separate windows (double hung vs twin double hung). The installers ended up installing the twin double hung in the living room NOT the two bedroom double hung windows.
  
  I have reached out over the past 6 months to Window Nation but have not received an amicably resolution and will generally not hear back from them for prolonged periods of time. I would prefer not to escalate however they have now charged my 2430 (the contracted price for the two separate windows) but installed the ~1695 valued window and in the location that was unneccessary.

  

  Business Response

  Date: 01/24/2024

  Window Nation regrets the frustration surrounding the customer's project. Our goal is to completely satisfy the customers on the first try, so we regret that didn't happen in this case. Window Nation has agreed to compensate the customer $800.00 for the window being installed in the window opening. We appreciate our customers' patience throughout this experience.

• Initial Complaint

  Date:01/16/2024

  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.

  12/4 first day of install
  Full day work left with a full punch list
  12/5 came back arrived at 3pm worked till 5pm
  Anthony (Install Manager)came out 12/7 and confirmed that more work was needed and took notes to relay to installer
  12/11 installers came out 8am did not have needed material so they sat at my dining room table for over 2 hr 5 crew members. Work started after 10 and took lunch around 1 pm addressed some of issues but created more and left the job @ 3pm
  12/13 got call from Anthony and described the problems sent photos to his cell was told by Friday he would reach out to schedule new crew to come out
  
  12/18 still have not heard anything
  
  12/24 sent an angry email to corporate
  12/26 received a call from Dam ********( plant manager)
  He came out and I showed the issues.
  He states he is shocked by Marvins work but acknowledges the issues as incorrect and need to be fixed.
  12 windows need to be corrected/of the 20 that I ordered
  Some of the problems caulk, windows not level. Sloppy trim work, corners not aligned gaps in the trim where wall meets. Scratches to outside units need touch up paint.
  I have windows that are not straight, gaps between the wall and the windows. Air/drafts around my windows. I have spoken with the VP of installs Joe ********* and the regional install manager Mark *****. I have offered to part ways and pay for a large portion of the job void the warranty as I do not trust them after all the lies amd lack of follow through. That is not good enough Joe ********* exact words were we "will not have a lawyer but lawyers." 
  Now have to find a contractor to fix all these issues and spend even more money
  Contract price 19,500.00
  Deposit paid 6,435.00
  I offered additional 1,565.00 for a total of 8,000.00 since 60%of this job is not correct and I do not trust a warranty or service or customer service.

  

  Business Response

  Date: 01/22/2024

  Window Nation regrets the frustration surrounding the customer's project, and we understand their frustration. As a company, our top goal is always to ensure customer satisfaction, so know that we take your concerns seriously. Upon reviewing your case, we'd like to point out that the individuals you have mentioned have been actively working towards a solution. For your recollection, here is a summary of the resolutions that have been presented to you to date: Pay 50% and Part Ways: This option allowed for a mutual agreement to end the service, with Window Nation covering 50% of the cost. In this scenario, any warranty would be voided. However, we see that you declined this proposal, and we respect your right to do so. The other option was for you to obtain two repair quotes from external companies. In this scenario, Window Nation would cover the expenses, and both parties would part ways mutually. This option is also without warranty, as we will be unable to insure another company’s work. Unfortunately, despite our efforts to find a suitable resolution, this option was also declined. We assure you that Window Nation is still committed to resolving this matter and is eager to work towards a solution. Please let us know how you would like to proceed, and we will do our utmost to address your concerns promptly.

  Customer Answer

  Date: 01/23/2024

  
  
  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.

  
  
  While Window Nation never presented to me am option to find 2 bids nor did they provide ample time to research and obtain bids before seeking collections. If Window Nation is willing to part ways with a 50/50 split I will agree and make payment due. With the conditions that we finish with the City ** ** ***** in closing out any open permits and a release of lein is provided to me at the time final payment is made.
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:01/16/2024

  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.

  Derek *********, a salesperson for Window Nation, came to my home to conduct an estimate on window replacement and provide a quote. He used a series of high pressure tactics, omitted information and told several lies to coerce me into signing a contract same day. When I refused and said I needed more time to consider the purchase he abruptly yanked the estimate quote from me and stormed out of the house. These people are **** ******* and slamming people into bad faith sales. They are to be avoided at all costs.

  

  Business Response

  Date: 01/22/2024

  Window Nation regrets that our customer has these feelings toward our business and their experience. Window Nation would like to point out that the customer did schedule this sales call, and they decided not to purchase windows. Window Nation wishes our customers the best and hopes they consider us for any home improvement project they may need.

• Initial Complaint

  Date:01/16/2024

  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 36 windows and 5 doors for a total amount of $68,000. This was due to the salesman stating he grantees that the energy saved will be cost beneficial to our current windows. This service was conducted in December of 2022 with having them to keep coming back to repair their workmanship, non installation and repairs due to wind, still coming through into the living space, and a window being installed without a lock. The beginning of 2023, we had to have plastic installed on our $68,000 windows due to the wind and ice build up inside of our house. One set of workers stated that all new sashes would need to be ordered because of the gap in the windows, instead of that all new locks were ordered. These locks never came, and when we called to check on them we were told that with the last service call, they were installed. One window still doesn’t have a lock, it is still measuring 27-32 degrees coming into our house. It is 2024 and we still have to install plastic on our $68k windows, just to keep our utility bills manageable. When we talked to Window Nation we were told differents of what the salesman stated and that the new more expensive windows will not lower the energy lost through them. This past week, we called the Columbus Ohio location and the lady transferred us to Chicago, where they stated they will have to pass the information along. I have multiple of pictures to verify the temperatures however the system is not allowing them to upload.

  

  Business Response

  Date: 01/22/2024

  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 set a service date for our customer for January 26, 2024, to complete their service issues. We greatly appreciate our customer's patience.

  Customer Answer

  Date: 01/27/2024

  Window Nation sent employees out and replaced the lock mechanisms on all windows. The representative stated that a new door is being ordered and will take time for it to arrive. In the meantime, he caulked around the window in the door and around the other doors and windows. They just came out yesterday so, we will be able to test the windows this upcoming week. It is a shame that it has taken over a year for them to fix our issues but we are happy that the BBB was able to get them out here to correct the $68k job that has been botched.